Payless Car Rental has received a F grade from the Better Business Bureau and has been accused of poor business practices by incurring additional hidden surcharges on their customers. The BBB has received over 830 complaints about the car rental company over the past three years. The Better Business Bureau is a non profit organization focused on advancing marketplace trust. It is an organization where businesses and clients can address their grievances and ask for a non-bias mediator to resolve conflicts. However, while the organization does lack any real authority or power to punish anyone directly, they have brought this specific case towards to the governments of four states to pursue a resolution to the issue. The BBB wrote a letter to the attorney generals of California, New Jersey, Florida and Oklahoma to investigate Payless Car Rental and its parent company, Avis. "Payless has used deceptive business practices in order to lure customers into their shop to rent their vehicles. They use low rates online to get people to use them over other rental agencies, but when you get there, they slam you with additional fees," said Greg Kohn, one of the lawyers who filed the lawsuit.
After reviewing the complaints, the BBB found a pattern of complaints narrowed down to three recurring issues. An overwhelming amount of complaints were filed due to misrepresentation of options like extra insurance, loss damage waivers and upgrades. While in the terms and agreement section of Payless Car Rental's site says additional insurance probably would not be necessary if the renter already has insurance, some customers have claimed sales rep were misleading in the necessity of optional insurance. The car rental company has also been accused of billing unnecessary charges from special equipment like GPS, optional insurance and deposits that goes missing. Some customers were only able to recover some of these funds if they issued a complaint. And the last pattern was misleading advertisements. It was common in the complaints that when customers go to pick their reserved vehicle at the advertised price, they found the vehicle was unavailable and that they would be required to pay for an upgrade. Despite bringing these complaints to the attention of Payless Car rental twice, the company has failed to respond and has not done anything to resolve these issues. And now the BBB has asked for help from law enforcement.