Avoid this Payless at all costs. Horrible experience.
I booked this company through Expedia and did not read any reviews on them which I now regret. I've also reported them to Expedia strongly suggesting they remove them from their vendor list.
Sometimes it pays to pay a little more and go with the slightly more expensive but much more reliable rental car companies and with regards to Payless at Toronto's Pearson's Int Airport this is certainly the case.
When dropping off there was a line up of about 10 people who had been there for a 1/2 hour already. There is no system in place for expedited drop offs and pick ups and drop offs are all lumped into the same line up. The average time per pickup and and drop off seems to be around 7-8 minutes. They are largely understaffed. This means that if there are five people in front of you you can expect to wait somewhere between 30 to 40 minutes to either pick up a car or drop off a car. We were told that the next shuttle wouldn't leave for 30 minutes anyway.
Dropping off meant that I would have to wait somewhere between 40 to 60 minutes just to drop my car off and then take their poor excuse for a shuttle to the airport. I ended up refusing to stand in line gave him the keys and took a taxi to the airport.
Picking up was relatively stress free as the line up was short but one poor Dad was told there was no mini van for him and his family. They made no apologies and he had to return to the airport and search out a solution.
The staff at Payless seem to work hard but because there are no systems in place and they are unstaffed they all seem over worked and stressed. I felt sorry for them but not enough to give them my business again.