I made a reservation for a mid size SUV with Payless Car Rental sometime around the middle of August. I called an confirmed the rental reservation on 22 September. Once we arrived at the Charlotte Airport we found the Payless pick up location and waited for the shuttle. After waiting about ten minutes the driver of the Thrifty Rental Car shuttle asked us who we were waiting for. He then told us we needed to call Payless for a pick up. When I called the Payless office I was told it would be another 20 minutes yet for the shuttle to come pick us up. The shuttle picked us up and took us a short way from the airport around the backside of a Sheraton hotel where the Payless office was located. We walked into the officer where I was told they didn't have my SUV available all they had that would accommodate our group was a minivan. When I told him this was unacceptable he said there was nothing he could do about it, I could have the pick of any car in their lot, which was limited. I was extremely irritated with the situation and asked him to contact the manager. He stated the manager wouldn't be in until Thursday, this was Tuesday. He called her but she didn't answer. He called the corporate office. They asked for my reservation information and stated I should have a reservation for a mid size SUV but there was nothing the corporate office could do about it. We ended up taking the minivan. They also included the price for a full tank of gas on the reservation. I was told that if I returned it with a full tank of gas they would remove that charge. When we returned the van with the full tank of gas I made sure they removed the charge but because I had refused all the insurance coverage they charged me $6 per day for roadside assistance. The shuttle driver then proceeded to race back to the airport while answering a phone call on her personal cell phone regarding a lunch order. I WILL NEVER DO BUSINESS WITH PAYLESS AGAIN!