Better Business Bureau Refers Payless Car Rental to Four Attorneys General

BBB of Eastern Oklahoma warns consumers of numerous concerns and failure to address pattern of complaints
May 25, 2017


Tulsa, OK – Better Business Bureau Serving Eastern Oklahoma has sent a letter to the attorneys general of four states regarding the marketplace conduct and complaint history of Payless Car Rental of Tulsa, a subsidiary of Avis Budget Group based in Parsippany, New Jersey.

In the past three years, over 830 complaints have been filed with BBB against Payless Car Rental; all were handled by the BBB Serving Eastern Oklahoma as the designated Corporate Customer Service location for the company. A review of these complaints and allegations indicated a pattern of complaints in three major areas: Sales Practices, Billing and Collection, and Contracts (see attached letter for details). More than ten percent of the complaints were from consumers in two states, California and Florida.

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“BBB has attempted to address the pattern of complaints with Payless on several occasions over the past three years,” notes Amie Mitchell, president and CEO of BBB Tulsa. “The most recent attempt was on March 29, 2017, in a letter sent by certified mail. The business failed to respond. Because consumers are still coming to us with the same complaints, week after week, we felt we had no choice but to turn this matter over to law enforcement.”

As part of its vision of “an ethical marketplace where buyers and sellers trust each other,” BBB sets standards for marketplace trust, encourages best practices, educates consumers, celebrates marketplace role models, addresses substandard marketplace behavior, and creates a community of trustworthy businesses and charities. Key to addressing substandard marketplace behavior is investigating concerns, publicizing the results and, when necessary, referring cases to federal, state, and provincial agencies for further action. BBB’s Code of Business Practices is a blueprint for managing a trustworthy business, and also serves as the standards required of BBB Accredited Businesses.

For more than 100 years, Better Business Bureau has been helping people find businesses, brands and charities they can trust. In 2016, people turned to BBB more than 167 million times for BBB Business Profiles on more than 5.2 million businesses and Charity Reports on 11,000 charities, all available for free at The Council of Better Business Bureaus is the umbrella organization for the local, independent BBBs in the United States, Canada and Mexico, as well as home to its national and international programs on dispute resolution, advertising review, and industry self-regulation. BBB Serving Eastern Oklahoma is headquartered in Tulsa and provides services to businesses and consumers in 23 counties, including more than 2,800 BBB Accredited Businesses.

The full text of the letter to the Attorneys General can be found here.

Consumers can find tips on renting a car at

MEDIA CONTACTS: For more information, journalists should contact Katherine Hutt in New York (212-705-0131 or or Shannon Spainhour in Oklahoma (918-295-2409 or