Pros: It was super fast to pick up and drop off - no wait at all.
Dec 21 2016
Pros: I like everything from the young lady who gave me the car, and some suggestions of good restaurants, to Mr. Green who help me track down my GPS I left in the car.
Cons: Nothing everything was perfect.
Apr 13 2017
Pros: Easy pick up and drop off, great rates + free upgrade
Oct 18 2015
Pros: I had a late flight, and the attendant could not have been more patient and helpful.
Oct 19 2015
Cons: It had been smoked in before.
Nov 2 2015
Cons: very unprofessional check in counter representative. No 'choose your own car' at RIC airport.
Nov 18 2015
Pros: We really appreciated the customer care we got and the upgrade.
Cons: Jeep Patriot has very poor pickup.
Nov 21 2015
They said a Jetta we got a Ford
Pros: Good customer service, easy pick-up, when we booked on Kayak it said Jetta or something similar. Didn't see a single Jetta in the parking lot...otherwise everything was smooth.
Dec 5 2015
Worked out well
Pros: Everything worked out as advertised. Same price, same terms and free car upgrade (they were out of the class I reserved).
Cons: A bit of a long line to check out the car but otherwise e erythromycin worked out well.
Jan 23 2016
Pros: Due to weather and airline flight cancellations I had to turn the car in a day early and at a different location. Alamo handled it beautifully. I thought there might be a penalty. At first I was told there would be no additional charge. When I turned the car in there was actually a reduction in charge.
I always refuel the car before turning it in, but being close on my flight time and not seeing a service station, I had to turn it in needing fuel. That was handled at a reasonable rate - I think.
Pros: different car than I reserved charged 30 dollars to replace bald tire that punctured
Cons: attitude decptive practices pore customer service
Feb 14 2017
Scammed on upgrade
Cons: The agent scammed me on an upgrade fee. Adding an additional daily charge to the rental when I never asked for it. Quite an unethical business practice.
Mar 15 2017
Car Was Not Ready & Gassed Up - Made Me Wait While
Pros: Good Car. Great Price. I liked after hours drop off to return car.
Cons: Pick up took too long. Car was not ready and only had a half tank of gas so I had to take extra time to fill it up before driving to my meeting. Also, staff had to keep stopping to answer phone which delayed me getting the car and hitting the road.
Mar 23 2017
Cancelled the rental
Cons: I pre-paid and booked a car at the airport location, when I went to the airport to pick up the car the woman at the counter told me that I needed a credit card to rent the already paid for car. My husband was on travel with our one credit card. I then had to call my sister to come and provide her credit card. This was 9:00 PM, after she arrived we we told by the counter agent that the booking was at another location which was closed and that they did not have a car for us (the location was not noted on the confirmation). We then had to call Hertz and were told we could have a car for $100 more. I then cancelled the reservation and I still do not have the refund! I will NEVER book with you again!!!!!!
May 10 2017
Pros: The car did not use much gas....
Cons: The pick up area for this Hertz rental was 20 miles or more away from the airport and we had to pay fifty dollars each way for a taxi.....so the saving we received from Kayak was used up in taxi fares....so I will never rent a car from Kayak ever again....we spent over $100.00 just to get to the car and back to the airport.....HORRIBLE EXPERIENCE AND WE ALMOST MISSED OUR FLIGHT.....
May 24 2017
Pros: Great good deal price!
Cons: They confused my credit card n debit card then forcing me to deposit $200 that was unusual. Scared of their rip off but it took us 45 min to solve it. The point is trust issue
Aug 1 2017
Pros: The overall price was good for my stay. The gentlemen were helpful at the pick up location.
Cons: I didn't realize the car rental place was 30 minutes away. It cost over $60 to get there one way. I tried to change drop off location and I was going to be charged over $170 dollars.
Aug 15 2017
Pros: We talked to the Hertz company at the airport about the fumble made be the Hertz on Broad street and they were kind enough to allow us to get a car from them even though the prepayment was made with the Hertz rental company on Broad street. We did however, have to pay additional airport fees. The POOR rating for this rental is for the Hertz company on Broad street not the airport Hertz.
Cons: We reserved and paid for the car in April however we received a call on our home phone ( while we were on an airplane headed for Virginia) about one hour before time to pick up the car to inform us that they didn't have a car available due to hail storm damage. This left us in a fix since we had to have transportation for our trip being that we live in Florida.
When we called the company they told us of their phone call to our house and suggested that we check with the Hertz at the airport to get one. We feel that this should have been managed by them since we prepaid and made the arrangement with them. Very poor service!
Oct 11 2017
Poor Customer Service
Pros: The car was fine as expected, and the price was good
Cons: So we prepaid and we are supposed to pick up the car at 5pm (they close at 6), we get to the location and they tell us they dont have any cars, we need to drive 40 minutes to pick up a car a different location, and get there before it closes or too bad. Also we returned the car 3 days early because our actual car got out of the shop early. I called and asked if we would be refunded anything if we brought it back early, lady tells me yes of course, however once I fill it up and clean it out and bring it back, she says ohhh you prepaid so you dont get anything back. Just poor customer service. Would prefer not to rent from Hertz again
Pros: Although the initial process of renting a car was quite rigid and impersonal with all of the questions and legalities the actual pickup of the rental vehicle was a nice experience. The car that had been assigned to me had been smoked in by a previous renter and was sweetly covered up by a deodorizer. I asked if there was another car that I might use instead and the rental agent apologized for the odor and quickly changed the vehicle to one that had the same gas mileage and was not smoked in. I appreciated her understanding and kindness and the flexibility she used to get me on my way quickly. And drop off went so well I had to ask the agent if they needed anything else!
Jan 25 2016
Budget price gauged on SUV rental rates during wor
Pros: Got car I wanted.
Cons: They priced gauged due to 2016 Blizzard that hit Richmond. Normal rate for mid-size SUV is about $70 - $90 here at most. They charged $205 because they could. Had to transfer my daughter to new hospital, so I had no choice. $732 for 3 days of rental. Disgusting. Taking advantage of people in a time of crisis.
Feb 22 2016
Pros: Price can't be beat- Rental desk a bit slow, but car was fine and process good.
Car needed ez-pass...but told it was so new, they had not installed it yet. It was a bright yellow Kia...easy to find in a parking lot.
Apr 17 2016
Couldn't give me a car
Cons: My flight arrived at 11:15pm, I had a car reserved for 11:30. When I got to the rental car desks, the Budget one was closed and no one was around. I called Budget and was told that due to a SCHEDULED system update, I would have to wait 2 hours before I could get a car. After traveling all day, who wants to wait until 1:30am to get a car that they had already reserved?! Terrible service and I will not be using Budget again.
Apr 19 2016
Pros: quick check in, clean car, quick return
Cons: It would be good to have someone go over the features of the car, or have a 'quick start' sheet in the glove compartment.
Jun 27 2016
Forced to upgrade $$ to a car I already reserved.
Pros: The car itself was clean and nothing was wrong with it. Picking up and dropping off is always a very easy thing at my local airport, no complaints there
Cons: I had reserved a Full-Size which even shows a Ford Fusion as the selection, which is what I wanted. I get to the counter and the lady tries to shove me into a car that is normally a step smaller and when I specifically requested a Ford Fusion she said it would be more money to upgrade. No, I'm not upgrading, I want what I reserved.
BUT...she made me upgrade and it cost me more money like always. This is also after she tried to get me to upgrade to a vehcile $145/day MORE than my reserved car which was a TOTAL of $89 for 3 days.
Jul 17 2016
Aug 16 2016
Ban the Toxins
Pros: I'm not one that is ordinarily troubled with odors and smells, but whatever agent was used to clean/freshen the car I was given should be banned. My hair, clothing, personal affects reeked of it hours after I'd returned it and my nostrils burn still. Never again!
Cons: Almost was downgraded due to vehicle availability.
Apr 12 2016
Cons: Car had damage which I did not see when picking up car due to lighting in parking garage. Since no one from rental agency did pre trip, I was concerned I would be blamed for damage upon drop off. I was not charged, but a pre and post trip assessment should be conducted with agency and customer. I will use Payless in the future based on value.
Jun 13 2016
Pros: Fast service.
Cons: I forgot my car charger.
Jul 19 2016
Cons: The phone charger didn't work
Jul 22 2016
Pros: The car itself was an excellent, pleasant experience. Enjoyed the high mpg fuel economy. Reliable, efficient. Pick up & Drop off was easy.
Cons: The price quoted online was not total. There were about $100 in extra fees which were not thoroughly explained. I absolutely could not get ahold of an employee on the phone. I was hung up on when I called the 800 number and began to make my inquiry. I had been calling Payless multiple times a day to try to catch them at a less busy time - no answer. I was put on hold for over 20 mins when calling the Avis sales desk that I knew was next door, after being transferred to Payless, saying that Payless was quite busy. In the end, I returned car a day early & final payment was still $30 over online price quote.
At least high fuel economy was great.
Oct 10 2016
Cons: I feel betrayed because I was overcharged for this rental. My total reservation cost including taxes, fees and surcharges was supposed to be $80.66. Instead, I was charged $102.63. This was my first time using Payless and I am disappointed due to an unacceptable experience.
Nov 15 2016
Payless Screwed me on the fine print! Watch out fo
Pros: Decent car.
Cons: My agreed upon contract price was $103 dollars. However, when I turned in the car the bill was $155. To my surprise, I was charged for Road Hazard $24 and Fuel Service $22 additional. I was unaware I had agreed to either of these options. They did take off the fuel charge since the car was full when I returned it but they did not adjust the Road Hazard. WATCH THE FINE PRINT WHEN YOU INITIAL ALL THOSE SPACES. Shame on me but I've never had a problem being incorrectly charged for additional services and I am a frequent renter. Approx 10 times per year. I should have stayed with Alamo. Never a problem with them.
Nov 24 2016
No one at counter
Pros: Type of car. Return went good
Cons: When I came to pick up the car, even though I was early, the people went home for the day. They told a fellow Avis worker that they didn't have anymore rentals. I booked mine the day before! The Avis employee was lucky to be able to get into the Payless computer to complete my pickup.
Dec 7 2016
My rental agent in Richmond was a wonderful person
Pros: Thank you Payless for having such wonderful employees, wonderful cars, and wonderful customer service. Ya'll are really awesome in my book, and I'll recommend you to ALL my friends! :) Happy Holidays!
Dec 13 2016
Warning! Can only drive to adjacent states
Cons: I rented the car with unlimited mileage to drive from Virginia to Georgia, but once I read the fine print, I discovered that the car could only be driven in Virginia or a state that touches Virginia. Cancelled immediately.
Cons: Counter was closed and I was told that it will open an hour after my pick up time by the neighboring counter.
I then rented from another rental agency.
Oct 24 2015
Pros: Car was cute. Seats were comfy. East to drive. They did give me a partial refund due to issues I had.
Cons: There was no wiper fluid in the front which is a safety issue. The USB port didn't work and wouldn't charge or connect my phone for the gps. It also looked like the trunk had not been vacuumed in a while and the rest of the car the dirt was just spread around like they were trying to make it look clean or using a vacuum that didn't work well.
Nov 29 2015
Cons: Agent had no power or inclination to correct the situation.
Dec 23 2015
Pros: The service
Mar 29 2016
Beware of Fuel Charges
Cons: After dropping the car off I confirmed with the agent on duty that my tank was full and even showed him the receipt from 10min prior to dropping off the car. Still got hit with a $53 fuel charge.
Apr 1 2016
Pros: Friendliness, convenience, price.
Cons: There was nothing to dislike.
Aug 12 2016
Quick and easy
Pros: Ease of getting in and out the door while in ric
Aug 15 2016
Initially poor experience, improved by the end, af
Pros: The second car, a Nissan Altima was great.
Eventually we convinced customer support to refund the second driver fee for the second week, when the second driver had left.
Cons: The fist car rented at the Richmond VA airport was a tired Camry with a pull to the left. The sales agents could not care less, and are not given any power to help the customer.
Oct 21 2016
Cons: Booked it with a different return location than pick-up. They said that would be additional.
When returning they gave me the address of the drop off location. They assumed I was in Arlington, I was in Alexandria. They need to clarify this location as the same address exists in both cities.
Got a much smaller car than I had reserved.
Will not use again. Way to expensive for what you get.
Nov 14 2016
Cons: Counter person failed to offer us an Easypass, and we did not know to ask, making navigating toll roads a hassle that it need not have been.
Cons: Car was extremely dirty and also had an awful "gym locker or wet dog" smell. The windows looked like someone smeared Crisco all over them. I asked if there were other cars available and they said that they did not have any other fullsize cars available and I would have to downgrade. If it was not pertinent for me to leave that day I would have not rented this vehicle. In similar situations I would think that they would offer an upgrade. Customer service at this location was also lacking as well. Overall not a good experience.
Sep 8 2016
Oct 26 2016
Rental Car location was NOT the airport
Cons: The rental location was not the airport.
They had no cars.
I had no car.
Nov 6 2016
Enterprise was wonderful
Pros: Very helpful and pleasant check in person
Jun 2 2017
Very Poor Customer Service
Cons: We arrived at the airport to pick up our car at 5:15pm. We were told our car rental was off site (which we were not aware of). The Enterprise agent at the airport called the Enterprise location. We requested a guest pick up; we were told we would not be picked up. We decided to take a cab to that location; we were told they were closing and they would not be open for our rental car pick up. We rented a car at the airport from another rental car agency.
Jan 11 2017
Pros: Great first rental. Was a bit late, got a nice upgrade, would definitely recommend and I'll definitely be back.
Dec 27 2017
Car was smelly and didn’t have cruis control
Pros: The car was economic
Cons: The cleanliness of the car. Personal belongings were in the car from people who previously rented it. And I had to drive for 12 hours without cruis control.
Oct 20 2015
Awesome, fast service!
Pros: The staff got us in a nice car within moments of arrival. As always, Enterprise is the best.
Nov 29 2015
Pros: Car and counter person
Cons: Garage staff was fine but was on the phone for 5 minutes.
Dec 25 2015
Pros: I was able to check my car quickly. The staff person was great.
Cons: I reserved an impala and they wouldn't honor that. They gave me a smaller Malibu and said it would cost $9 per day to upgrade. The car has a greasy dashboard which the agent verified and asked the employee to wipe down the grease. He was nasty and threatening and said they wouldn't charge me for the grease, just for damages. I didn't care about the charge, I just wanted a clean car. Lastly, the lot go store your own vehicle was too far away with no shuttle.
Jun 27 2017
Jeep Grand Cherokee
Pros: Easy pickup. Excellent vehicle.
Cons: No complaints at all.
Jul 12 2016
Pros: It was clean.
Cons: Did not have a full take when picked up
Feb 13 2018
Cons: The vehicle was not ready, took me almost an hour to get the vehicle, the attendant waiting on me had to call a manager, I felt like I had to beg to get them to let me take the vehicle due to a problem on their end, I had tickets to a hockey game which cost $1600.00 almost missed the game
Aug 11 2016
Pros: Easy to pick up, easy to drop off. Car drive fine and we did get bumped up to a bigger car.
Cons: It smelled horrible. Couldn't get a new one because we came in so late (late flight). Smoke smell caused headaches.
Mar 31 2017
Pros: Very friendly and helpful, nice person.
Jun 26 2017
Pros: Quick and easy return. Cordial attendant.
Aug 2 2017
Cons: I was charged 135 for gas. These are things that should be explained when getting a rental. NOTHING was explained.
Sep 29 2017
Waited 25 minutes for car at pick up
Pros: The car was clean and handled nicely.
Cons: I had to wait for 25 minutes for a "call up" vehicle. When the man finally showed up with the car, he didn't acknowledge me at all. He just laughed and kept saying to the agent that he forgot to process the call up cars. I was a bit annoyed to say the least. I am 6 months pregnant and I had no where to sit while I waited for this joker.
Oct 25 2017
Incorrect Vehicle, had to cancel and make a new rez
Cons: I first reserved a Chevy Suburban and paid to have insurance added. The vehicle wasn't ready. I was offered a sub-par replacement that failed to meet our needs. The new rez lost my original insurance so I was forced to pay more.
Cons: Had to drop off the car and then walk inside to someone at the counter
Oct 24 2016
Pros: Easy to drop off and pick up.
Cons: It took almost an hour to go through the paper work and then finally get the car. That seemed to be long. There must be a way to shorten that time.
Feb 13 2017
Dirty beat up car
Cons: Car had trash in it. 22,000 mikes on the car and there were already dents and scratches all over it. Rented a "special" class vehicle and found out that's another word for compact.
Apr 8 2017
Good service but a little pricey
Pros: Clean, fairly fast... checkout was a little confusing because the counter and the car retrieval people got confused.
Cons: Price. 80$ because we needed to go 150 miles but you obviously jack the rate across a stateline. Daily rentals are like 30, yet..... and we returned it under 7 hours... not even a full day. Feels bad.
Jul 9 2017
Cons: - no one at drop off booth. Provides boxes for drop off and also tells you to come in into the airport- which one is it? Dropped it off after 24hrs. No one at the airport. Dropped it in the drop box. Got charged for 2 day usage. Not sure why. Now I have to make calls and waste time waiting for customer service. It is Sunday and customer service is closed.
Jul 26 2017
Still have sore spots from driving a new Versa 1200 miles!
Pros: Went with the Manager's Choice - but it turned out I didn't get a break on pricing if I simply selected what I received. Got a new Nissan Versa with only 9 miles on the odometer.
Cons: 1240 miles total over a 6-day travel. The Nissan Versa had significant road noise from tires, transmission buzz, and wind buffeting. Hard plastic interior pieces on door panels and center console near the foot wells - which resulted in a fair amount of pressure point pain which has lasted two days. No comfortable position for legs for a 6'2" 260lb man.
Should have trusted my instincts - just rent the full-sized and spend the extra $40 for the week.
Fool me once.
Jan 3 2018
Computer was down.
Cons: Waited an hour for computer to come back up before deciding to rent with another company. Ended up paying $75 more (full-size sedan for 3 days) for the day of rental.
Feb 4 2018
Pros: With this being my first time renting a car through Kayak, the entire transaction was smooth. From the moment of requesting the rental to returning it, the experience was great.
Cons: I reserved a small car because I was going to drive 3 hours from Richmond, VA to Raleigh, NC. When I picked up the car all they had left was a Suburban. Not the end of the world, I can still drive the big truck, but made parking next to impossible, and cost me at least double to pay for the gas used on my 3 hour drive.
May 24 2017
Great Customer Service
Pros: I had change in plans and they modified my reservation over the phone. No questions asked.