yes Payless sucks, the lines are ALWAYS long, they are very slow at printing paperwork, the employees are hardcore on upsells to the point of it being annoying. They try and make you feel bad if you decline the additional insurance. There is one reason and one reason only I rent from them. CHEAP. 3 days car rental is less than one cab ride to the airport. If you want fast service go somewhere else. If you want to save money rent from Payless.