We stopped renting from Payless many years ago after experiences similar to those described in the video. What neither the article nor the video points out is that Payless is a subsidiary of the Avis Budget Group who also own Avis Car Rental, Budget Car Rental, and Zipcar.

In the most recent 2016 J. D. Powers North America Rental Car Satisfaction Study, Avis Car Rental ranks just below the average for the industry in customer satisfaction while Budget Car Rental ranks significantly below average (http://www.jdpower.com/press-releases/2016-north-america-rental-car-satisfaction-study). Payless was included in the study, but not ranked.

Also of significance is that the percentage of problems with car rental companies reported in the 2016 study is 21%, "a substantial increase from just 14% in 2015." According to J. D. Powers, "this high incidence [of complaints] is driven by many of the unranked brands included in the study."