James Wood
Her response is the ONLY reason that this is a two star review rather than a one star.
MSY 10/5/2017
The counter is a shared with other company affiliates. I approached the agent and shared that I was advised that the system was down and needed to check in at the counter. She said I would have to wait until "she gets back." I advised her that I was short on time and she gave my a look that let's just say did not it express sympathy. Having reached the limits of my patience with this company, I placed the contract on the counter, and stated, "'this will be waiting for her when she returns."
Rented car at MSY very friendly. The car I received had been smoked in and smelled. No problem exchanging cars. Be aware of the time you pick up. My pickup was @ 11a.m., got there 10:30 a.m. and finally got paper work at 10:50 a.m.. They charged me for a one day rental for being an hour late. Mind you I returned it at 11:25 a.m. Great place to rent, but that's why I gave it 3 stars. If you are leaving on a cruise in New Orleans. Budget/Avis have drop off near the port. FYI
Upon my return, I was asked for my original contract. I was told that she would note the mileage and gas level but that I needed to go to the counter to check in manually if I wanted a receipt. I asked if there was a system problem and she responded in the affirmative.
Payless is such a horrible experience. I landed at MSY NewOrlean to find out that my driver license was somehow lost in between checkpoints. They refused to help me no matter how much proof I showed them that i am who i am. I pleaded to show them my passport, a copy of my driver license, credit cards, bank statements, and everything i can think of to show them that i am eligible to drive a car with an active license. Litterally, i felt as if they got no heart to help me out even after i told them without a car i will be stranded here for the next 9 days. I am traveling by myself and have appointments to make. I then had to call my booking agent to ask for help, and found out that i could assign another driver with proper ID to pick it up. I had to call my relative from 4hrs away to have him come over and hopefully able to rent it for mw. Guess what, they decided to take advatage of the situation and charge us an additional $13 per day for the extra driver. The car rental was only $17 a day and the manager (james) wanted to charge $13 more for having a different driver. What's a rip off. I have no problem with them following protocols, but what they did was very heartless in my view. They were not willing to help people in need and caused my much trouble. I ended up cancelling the whole deal because my relative was not able to make it ontime before they close. I am now in the process of looking for a motel to stay the night and hope for the best tomorrow morning. I just want to say that, although i am very disappointed at my selft for losing my id, but at the same time i am very disappointed at Payless and its managementa for not willing to work with me toward a solution for its customer even after i showed them ton of proof.
When I get upstairs it's not obvious where to go. The are no signs for Payless cars. Only Avis and Budget. I look at the jacket for the space where the car is parked. It doesn't have one. Sigh. I open the jacket and look at the contract. Blue Jetta in spot F26. Find the row and the (Avis) space is empty. Look around for a bit and I don't see it anywhere so I go back towards the elevators and I spot someone that works for Avis and ask him for help. "I know you don't work for Payless but can you please help me find my car?" He takes a look at the jacket with no number on it, then opens it and reads space number of the contract. "Why do they keep doing this? You're the third person this morning to be sent up here looking for a car that isn't there".
If I could choose a zero I would. Arrived on time and made my way to the rental car counter. I'm waiting in line for over 15 minutes for it to be my turn. While I watch longer lines at other agencies dwindle and empty. Uncertain how long the people in front of me were waiting but they were clearly annoyed.
I tried calling the local rental car manager at MSY to let him know what happened but my voicemail went unanswered.
Did I mention that it was after midnight when I finally checked out and the process took over an hour? What's worth noting is that the company representative who was the most professional and responsive was a member of the often maligned millennials. The other two were, let's just say old at least old enough to be her parents. I doubt that I will voluntarily be using this company again.
They need more investment in customer service training and point of sale systems. I understand that systems fail from time to time. However, the response to the inconvenience to the customer is how you mitigate it.
This Kaia person should really be shown the door. I would suggest she be retrained, but if people just don't care then no amount of training will make a difference.
I found that all the customer service kiosks were closed. A facilities security person pointed out a rental car employee taking inventory. I approached him and related my problem. Upon review of the contract, he stated in a rather dismissive tone, " the car is not available, you have to go back downstairs to the counter.." I asked in a very direct manner, "you expect me to carry my luggage two levels downstairs to resolve the company's error." I was hoping that my tone and expression conveyed my frustration. Apparently, I was effective because he pulled out his phone and called someone. He then told me that someone would be up to address my concern. The original agent appeared, apologized for the problem and attempted to find the original car. Without success, she expressed appreciation for my patience, again apologized and advised me that she needed to go back downstairs to assign me a replacement. I waited in the original vehicle. When she returned, she approached me, again apologized and asked me to stay put, she then proceeded to locate the vehicle and delivered it to me. The replacement was an upgrade and she said it was a gesture for the inconvenience.
So... I have to go back downstairs. The gentleman goes with me. On the way back, I call the "if you have questions about this rental" phone number on the contract. It just rings and rings and no one answers it. I later learned that it rings at the same counter so it's not a surprise that no one answered. Kaia, the one that yelled at me earlier is none too happy to see me back. "There is no car" I say. Before she can respond he reminds her she's not supposed to print space numbers that aren't correct. Then my daughter calls and says a blue Jetta just pulled up in the driveway. I left her and my 11 month old granddaughter upstairs when I came down to deal with the mess. Anyway I finally drive away in a car over an hour after stepping into line.
I travel a lot and I have rented a thousand cars over the years, spending thousands of dollars every year. But never have I had an experience like I did today. My takeaway is that Payless is not worth it no matter how much less I have to pay.
Basically garbage for rent. If you like dishonest companies this ones for you. Basically had a flat when renting the car and they said go get it fixed and will reimburse. Was later told they Never reimburse and that we owed them for a new tire for getting it fixed. I always try to avoid this company.
Finally it's my turn. She takes my license and credit card taps a few keys on the computer and walks away without a word. After a few minutes she returns but says nothing. More computer then she makes a face and picks up the phone " I need a couple of C's and an F" she says. I'm not sure what she means at this point but I presume she is ordering cars of different classes etc. Then she hangs up and walks away... still without a word since "license and credit card (sans please)". She returns without my contract. By now I've been waiting quite some time so I inquire " No cars?" That's when the unexpected happened... she literally yelled at me. "I'll get you your damn car. You'll just have to wait ". I reminded her I've been waiting for 20 minutes watching customers of other agencies walk in and leave with a contract in hand. "We're not Avis" she barked. "Maybe you should rent from them next time". "You can count on that" I responded. With that she prints my contract and tells me to initial and sign. I do so and she put the contract in a jacket and says "second floor". I take it and make my way to the elevator.
Upon arrival, my contract had to be "hand printed" because the printer was not working. Understand, MSY has a centralized rental facility so the check-in counter is on a different level than the cars. In this case 2 levels apart. I found my car in the assigned space and attempted to exit the garage. The attendant informed me that I had the wrong car and assumed that I was in error. She offered no assistance other that saying, " you have to take it back." I'd did as instructed without protest.
Payless Car Rental is a US Car Rental based in Kenner, Louisiana. Payless Car Rental is located at 600 Rental Blvd, Kenner, LA 70062, USA.
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