2.0 Mediocre20 Oct. 2021
SCAM!!! Terrible company - they sell nonrefundable car reservations and don’t have staff members and cars available upon arrival.However they charge you FULL within one hour of rentAL pick up time
1.9 Horrible13 Oct. 2021
When Son got to the Car Rental Counter, ALL THE CARS WERE GONE!
3.9 Mediocre4 Oct. 2021
1 hour wait time to pick up the vehicle due to understaffed counter and inefficient processes. Car not fully cleaned and had a broken fuel gauge.
7.9 Good4 Oct. 2021
The check in was way too long. Otherwise very good.
1.9 Horrible30 Sep. 2021
(1) No car was available despite having a confirmed reservation. No car, we were told, would be available within a day. We were left in the cold, along with other customers at Payless. (2) No one at Payless offered, let alone actually helped us locate another car. (3) Despite the fact that Payless/Kayak cancelled the reservation, I was charged the $77 for insurance. (4) I was lucky to get the last car available at the SLC airport BUT for $1100 additional ($1691 vs. $590), and a vehicle I would never have chosen otherwise. I hope your customer care people will reply to this message. I will be taking action to correct these errors; a company whose purpose is purportedly hospitality is not going to do well if it permits atrocious occurrences such as this. Yes, things go wrong sometime. But, in those cases, you are responsible for addressing them, and to anticipate how to serve your customers - or lose them.
1.9 Horrible29 Sep. 2021
Payless said that while I had a valid reservation, that they could not honor it as they had no cares. Worse yet, others had prepaid their car rentals, and they could not provide them with a car either. Honestly the man behind the counter tried to help by finding other cars at other agencies, but in the end, he suggested people either go on line to reserve with another agency or just wait in line and find out what they had. What makes my case even more impactful as my mom was in hospice and I was heading to see her for last visit. A did get there in time, so all good there, but the added stress of arriving after 7 hours of flying, only to be told, essentially, sucks to be you... not a brand I will trust again.
1.9 Horrible20 Sep. 2021
2 hour wait for the counter staff, 1 hour wait to get the wrong car. Extremely overpriced. Staff was the most robotic, uncaring group ever encountered.
7.9 Good20 Sep. 2021
Extremely long line and only three agents. Pickup took way too long because of the line. Otherwise, everything was great.
7.9 Good20 Sep. 2021
The line was long at Avis/Payless, but that was expected given the shortage of ten cars and increased demand. They didn’t have the midsized car I reserved but gave me a Toyota Sienna hybrid minivan for the same price, which was unexpected and generous. But the car, with 14000 miles, wasn’t very clean, both dirty on the outside. The windows and mirrors looked like they were wiped with a dirty rag, and we found the rear console appeared to have dried soda all over the surfaces. When we started driving we heard a loud whistling. When we arrived at our hotel I discovered the source; a missing trim piece around the windows. Finally, as we were approaching the airport to drop off the minivan the tire pressure light came on. Fortunately it must have been a slow leak and didn’t strand us. We let the return attendant know about the issues so they could possibly fix them before the next rental. We especially didn’t want someone to get a flat. But overall I was pleased with the experience, again given the difficulties the car rental industry is experiencing this year.
1.9 Horrible19 Sep. 2021
Waited 2 hours in a line at Salt Lake International due to no available agents, they had only 2 for many people and some took 20 minutes or longer because of problems. The Nissan we rented was not cleaned well and smelled bad. Return went smooth but will not wait vacation time again at such a poor system.