agents making fraudulent misrepresentations
Cons: I rented a car from Payless on 2 occasions in Denver airport in April. After I picked up, the 1st time, I noticed that the final charges were substantially higher than what my email confirmation had said. When I called back, I found out that the "road recovery fee" was optional. The agent had not even asked if I wanted this or not; she simply added it to my charges, which increased the total substantially. The agent over the phone rectified the error but it was a hassle having to call. Then, just a few days ago, I rented another car at Payless Denver airport, and the agent this time told me that since I have an int'l. drivers license, I had to pay $15.95 per day more to cover liability, even though I said my credit card covered all insurance. He said it was required; that he could not rent me the car unless I paid. Later, when I called back to speak to a manager at Payless, they said that is not true, and deducted those charges for me. The manager there also told me that the agents receive a commission on total sales so there is an incentive to lie to increase the total amount of the rentals. She also gave me a discount, for my trouble in having to go back in to close out that rental and do a new one, w/ correct charges. That was nice of her but both experiences have left me angry and amazed that Payless employees are routinely fraudulently misrepresenting charges to get a higher total, and more commission. I am thinking about reporting these practices to the CO Attorney General's office, consumer protection division. And I will never rent from Payless again.