BBB Investigates Payless Car Rental’s Complaint History

Better Business Bureau (BBB) serving Eastern Oklahoma has sent a letter to the attorney generals of four states — California, Florida, New Jersey, and Oklahoma — informing them of the marketplace conduct and complaint history of Payless Car Rental of Tulsa, a subsidiary of Avis Budget Group.

In the past three years, over 830 complaints have been filed with BBB against Payless Car Rental; all were handled by the BBB serving Eastern Oklahoma as the designated corporate customer service location for the company.

A review of these complaints and allegations indicated a pattern of complaints in three major areas: sales practices, billing and collection, and contracts, according to BBB. More than 10% of the complaints were from consumers in California and Florida.

“BBB has attempted to address the pattern of complaints with Payless on several occasions over the past three years,” said Amie Mitchell, president and CEO of BBB Tulsa. “The most recent attempt was on March 29, 2017, in a letter sent by certified mail. The business failed to respond. Because consumers are still coming to us with the same complaints, week after week, we felt we had no choice but to turn this matter over to law enforcement.”

As part of its vision of “an ethical marketplace where buyers and sellers trust each other,” BBB sets standards for marketplace trust, encourages best practices, educates consumers, celebrates marketplace role models, and addresses substandard marketplace behavior.

To address substandard marketplace behavior, BBB investigates concerns, publicizes the results, and, when necessary, refers cases to federal, state, and provincial agencies for further action.

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