This was the worst car rental experience I've ever had and I travel 4-5 times a month on business. First, the wait for the shuttle to the Payless Rental area was 55 minutes. Turns out they only have ONE shuttle at the busy Philadelphia airport. Then upon arriving, there was ONE person on the desk for many people. He (Teddy) evidently was also the only person to answer the phones. He would take the phone calls and service those callers before assisting the people standing right in front of him. Couldn't he have answered the phone with, "Thank you for calling, I'll be with you in a moment"? The time from arriving at the rental office to getting into my car was another HOUR! Every. Single. Customer. was surprised when told that there would be an additional $200 charge to their credit card that would be refunded when the car was returned. With that many people surprised at this, I think it's obvious that, if in fact it's explained during the reservation process, it certainly isn't clear! I finally received my car and went to get it and noticed a large piece of the undercarriage hanging down dragging on the ground. I went back inside to tell Teddy and he told me I'd need to get back in line as he was helping someone else. NOTE: I had just left with my keys and less than 5 mins later was back with a problem with the car after waiting an hour! When it was finally my turn AGAIN I was told not to worry, "it's just a piece of plastic that has come off that is used to keep bugs from getting in the car". Well, I did worry! I am a single woman and the idea of my car having something fall off in an area that is unfamiliar and where I don't know anyone is frightening! And needless to say I didn't want to have bugs getting into the car. Thank goodness nothing happened! There were no other cars to rent or I would NEVER have left the lot with a Payless car! This service was abominable overall and I will NEVER rent from Payless again! The one good thing that happened was that if you return your car after 6pm when the Payless office is closed you don't have to deal with the Payless inept staff and lack of shuttle service as you return the car to "The Parking Spot", their process and service were wonderful. Too bad they are not in the rental car business!