Easy but quit giving me a sales pitch

Car had stains on every seat, filthy. At pickup the woman was great!!!

Everything went well.

Counter person was nice and asked me if I wanted insurance I said no(it was on my paperwork as well) She had me initial all the no's) went to the next step got in the car started driving made it to the first stop looked at my envelope that the counter girl gave me and she'd typed in ACCEPTED for a $25 per day insurance add on. I called and waited for 15 minutes to get a representative only for her to say 'you'll have to drive back to the airport to have them change this" I explained I was in route to an event miles from there, and I'd like to speak to her supervisor...she put me on hold and I waited 19 minutes before I hung up. Called again when I had a rest stop and got another agent that said I had to send in a claim to the headquarters? He gave me a case number. I took back the car at the end of my rental and explained to the return clerk what happened and within 30 seconds the fee was taken off. Almost an hour of unnerving and frustrating time spent. Seems like a common sense answer was ''sure, we'll handle this' ...Of course along with answering the phone after 3 - 4 rings. Suggestion, take them off your list...

The wait time for an attendant was excessive and watching enterprise customers get their cars in minutes was frustrating. The attendant was very nice. The vehicle we rented was nice. The inside windshield had a foggy film causing me to stop to clean it and the change oil alarm came on every time I started the vehicle.

Website was easy to navigate.

The car wreaked of smoke. I tried to return it for something else and was advised Payless doesn’t guarantee non-smoking cars. What? I had this car for a week traveling to and from my daughters volleyball tournament all week. This meant my family would have to inhale this second hand smoke all week long. Your company name should be Careless not Payless because I ended up paying more for a roomier car when other agencies offer roomier cars within the same class. And of course Carelss again for your substandard, second-class and negligent service to customers who do not smoke. Unacceptable!

Like: Rental specialist was great, she was humorous and was quick to help us. It was very late so we could tell that everyone was tired, but we were helped and it was quick. Experience was great because our vehicle was not available, and we got a free upgrade. Specialist also did not at all push for any additional products or services, which is great and helps speed up the process for clients who know what they want!
Dislike: Being close to the airport means that this location will have lots of clients who arrive later than expected due to delayed flights. As this is out of everyone's control, a more legendary customer experience would be to have plans and accommodates for these clients. I was 1 hour late in picking up my vehicle, but it was given away because we were late. Although our rental specialist was able to upgrade us without a fee, it leaves me thinking what if there were no vehicles left, what would we have done? Car was also very dirty, food crunches left everywhere, windows were absolutely disgusting. We did have to clean it ourselves.