• Report: #526914
Complaint Review:

Payless Car Rental (LAX)

  • Submitted: Sat, November 21, 2009
  • Updated: Mon, February 01, 2016

  • Reported By: James — Norwalk California United States of America
Payless Car Rental (LAX)
5500 W Century Blvd Los Angeles, California United States of America

Payless Car Rental (LAX) Bait and Switch Los Angeles, California

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Instead of rewording, I am going to just put the exact same complaint I sent to them here:
I made a reservation on Expedia for a pickup time of 10pm on 11/20/2009. I confirmed via phone call to 310-645-2100 (LAX Payless), that Payless will hold the reservation for 12 hours. I called again at 9AM on 11/21/2009 to confirm the reservation is still active. It was confirmed by Roquel.

I arrive at the rental place at 9:28AM (11 hours and 28 minutes). Roquel informs me (rudely) that the reservation has been cancelled, but I can pay the walk-in rate.

This is called bait and switch and is 100% illegal in the state of california.
Please review this link:
(((link redacted)))I told her that canceling my reservation early and asking me to pay a higher rate was unfair business practices. She immediately scolded me and told me "We dont have to rent you anything". I asked for a manager and she told me that it wasn't gonna change a thing.

She leaves to get the manager. She is gone for about 10 minutes (even though the door she walked in was 10 feet away). The manager immediately bolts out the door and charges at me, he then demands to know "why I am treating his employee this way."

First of all. Aren't managers supposed to resolve the situation for the customer? Second, what made him immediately assume I am abusing her even though he was nowhere around when the incident took place.

My daughter (10) was in tears. My son (2) was screaming for a nearly a half hour after we left.

I am appalled. My trip was a bust. I even attempted to pay the higher rate, but because an existing hold (for the first canceled registration) was still pending, the card came up declined. Roquel of course, insisted that I didn't know what she knows, and that holds are immediately removed. I informed her that my experience was that it took 24 hours (even though that was a sentence I was not allowed to finish). I asked Roquel to please let me speak and not interrupt, she said (and I am quoting verbatim) "I am not interrupting you, I am cutting you off because I know what you are going to say and I have heard it all."

I will be calling the Attorney General on Monday. As well, I will be listing this event everywhere that will let me. I will also be filing with the standard agencies that have any authority over you.


At a minimum, I demand a letter of apology, signed by both Roquel and the manager (who would not say his name clearly since he was lividly yelling at me), in exchange, I will sign an agreement to not seek monetary blah blah over this. I don't want money. What I want now is justice.

Oh yeah, did I mention that when I left, he threatened me? Saying over and over, "that is okay, we have all your information..you'll see."

I want his name ASAP. I will be filing assault charges against this man. I believe he was saying Vargal? was his name. But again, he was yelling so fast, that I couldnt make it out clearly.

Not only was my weekend destroyed, plans screwed, kids traumatized, but now I am out $178 for the non-refundable tickets we bought to the show in Las Vegas. And since we canceled the room at the last minute, we got charged a $25 cancellation fee.

Feel free to ask any other company anywhere. I have never ever made a serious allegation or complaint against any company in my life. But I have also never been this badly treated. At least when my basic training drill sergeant yelled at me, I knew in advance because I signed up for that.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

This report was posted on Ripoff Report on 11/21/2009 02:15 PM and is a permanent record located here: http://www.ripoffreport.com/reports/payless-car-rental-lax/los-angeles-california-90045/payless-car-rental-lax-bait-and-switch-los-angeles-california-526914. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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