I'm not sure how many stars I should give this company. I booked a car about a week ago, at the "pay now" rate. The only caveat is that if I chose to cancel the reservation I would need to provide 48 hours advance notice. About 2 days (50 hours ahead of time) my travel plans changed and I wanted to cancel the reservation. I was at work and tried to get thru on the phone, only to run into really long hold times. Inasmuch as I was at work, I couldn't simply stay on hold so I tried multiple times, to no avail. When I finally did get thru, I was into the less then 48 hour time frame. Payless' employees apparently aren't empowered to act on the company's behalf as the matter was referred to the customer service department. Once you're in the "customer service" department they tell you that they'll reply with 24 to 72 hours...which poses something of a problem. I haven't heard anything back as yet so I find myself not knowing what to do. My life doesn't revolve around a company taking 24 to 72 hours to respond to a "right now" problem. I'll update this post once a determination is made by Payless. In any event, the customer service aspects of Payless leave something to be desired.
Ok...update. While the employees at the store were understanding enough, the culture of "customer service" at the corporate level is absolutely non-existent. Do not rent from any Payless location. THERE IS NO CUSTOMER SERVICE PHONE NUMBER THAT YOU CAN CALL...they've insulated themselves by communicating, or more to the point, not communicating thru email../no live person to talk with. All I can say in the end is, "Never again!"