Wow! never will rent again from Payless anywhwre, have used them in the past, at many places, always had something wrong. this time at BWI, rented for a week, two days later had to return it to BWI. for another car, now on second car they did not activate toll road unit, left to Puerto Rico, still down here, now April. had my mail forwared, received a invoice for tolls dating back to September 1, 2019. one for $5.06 and $8.00. with a statement $10.00 add every 30 days. do the math. General American rentals inc. can't reach them by phone, net, poor poor service. if you want no problem with a car rental, DON'T RENT FROM PAYLESS

I am writing this review to warn people never to rent a car from Payless Car Rental at BWI airport in Hanover, MD!!!! I had the worst experience in my life with a car rental agency. First lesson I learned, never rent a car from a franchise-you should always rent from a national brand instead. Because if you have an issue with the vehicle, you will not be able to return the faulty rental to the nearest airport and receive a new vehicle. I traveled 10 plus hours last weekend to a family reunion in GA from MD. I reserved a Jeep Cherokee (SUV), however when I arrived at the rental car agency at 5:30am on last Thursday morning. I was told by the young lady working at the front desk that they did not have the vehicle I requested. She was fumbling through the keys and eventually told me I could receive a free upgrade to a 2018 Dodge Durango. I was elated at first, but had no idea the A/C would go out on the vehicle and we had to suffer for 3.5 hours with no A/C in 100 degree weather! I was traveling with my two young children. My son had to remove his shirt and shorts, and my daughter had to remove all of her clothes except her pull up. My husband and I had to call the rental agency several times and we never spoke to a manager. We were told can you call back. Then can you bring the vehicle back to MD- No. We are miles away from MD. Then they said we don't have the staff to meet up with you and exchange the vehicle. Then after several phone calls and extreme heat, no A/C blowing through the vents of a brand new 2018 SUV, which we did not request. We were told to go to the nearest Dodge/Chrysler dealership and see if they could take a look at it for us. Again, we never received the courtesy of speaking to a manager. Prior to this suggestion, I was told by Daysia the manager said he would compensate you for the rental. To make a long story short, we found a dealership had to beg the service manager to please help us because our kids were going to pass out any minute now. He put it on a computer and some kind of way it started working again, No one ever called us back to check in and see how things were going, etc.

Had a wonderful experience, very "GREAT" customer service. Was able to upgrade to very nice and better vehicle, and only pay a few extra dollars...Very easy to deal with and bringing vehicle back was a breeze..Will always go back to them. They will always get my business..#ADBWI-90821 Agreement #