Payless Car Rental Horrible/Unethical Customer Service San Antonio Texas

It took over 45 minutes for me to even talk to a customer service rep, and there were only 2 other people in front of me. Once I did, they forced me to purchase rental insurance. I stated that I did not want rental insurance, and the incompetent employee behind the counter said that it was not optional and that I had to choose one of their options. I argued with her briefly and decided to take it up with their customer service department later. They didn't even have the car that I had reserved online, through their own website, so I was given a cheap malibu.

I later talked to their "Customer Service" department asking why I had to purchase rental insurance, since I had never been forced to do that before. They informed me that it was in fact optional and that I could have declined the insurance. I explained to them that I had declined and that it was forced upon me. They informed me that they would be unable to help me in any way and became rather condescending and belligerent through their messages.