'We Both Woke Up with Scratchy Throats:' Couple Books Payless Car Rental in California. Then It Starts to Smell

A couple says they had a nightmare experience renting from Payless Car Rental in California. They claim that the car started smelling bad during their drive and ultimately both believe they were sickened by the state of the vehicle.

Samantha (@peaceandvibrantplants) says she and her husband were mid-road trip when they suddenly started feeling sick.

“Road trip rental car smelled off, so we checked the air filter,” she writes in the text overlay of her clip. In the video, Samantha films while instructing her husband on how to remove the filter.

“Maybe take it out gently,” she says.

When he does, they get a nasty surprise: The filter is covered in mold.

“Stop it. No. That’s disgusting,” Samantha says.

In her caption, Samantha adds she was “not impressed” with Payless Car Rental.

“We turned the air off after a bit because it had a mildewy, musty smell, then drove seven hours last night and then we both woke up with scratchy throats,” she writes. “My husband decided to check and change the cabin air filter.”

As of this writing, her video has racked up more than 444,000 views.

How Does Mold Get in an Air Filter?

Mold in a car’s air filter usually comes from moisture left behind by the AC system. When condensation doesn’t dry out, it can collect in the filter, especially in humid weather, and turn into a breeding ground for mold. It often shows up as black, green, yellow, or white fuzz on the filter.

If you spot mold, replace the filter right away. Then clean out the air vents and ducts with an automotive HVAC cleaner or have a professional handle it. This clears out lingering spores so you’re not just pushing contaminated air through a new filter. A simple trick to prevent it from coming back is to turn off the AC a few minutes before parking, allowing the system to dry out.

Mold grows rapidly when moisture and dirt are trapped together, and a clogged filter only exacerbates the problem. Left unchecked, it doesn’t just make your car smell musty—it can trigger allergies, scratchy throats, and other respiratory issues.

Catching it early keeps the air in your car cleaner and healthier, and saves you from that unpleasant surprise the next time you remove the filter.

Issues With Payless Car Rental

The company has a reputation—and not always a great one. People on Yelp, TripAdvisor, and even the Better Business Bureau have shared similar stories of cheap-looking rates online, then a significantly higher bill when you show up.

In response to an ABC News article about customer complaints, a Payless representative reportedly said in part, "We always strive to provide customers with a positive rental experience, and we take customer feedback seriously."

Many renters say Payless hooks you with low prices, then tacks on surprise charges for things that weren’t clear when you initially booked. Others have complained about poorly trained staff who don’t seem interested in helping or showing up to find that the car they reserved isn’t even there. And when you do finally get a vehicle, reviews mention everything from dirty interiors to busted AC to cars that feel run-down.

If this happens to you, you can take action by calling the rental location. If that goes nowhere, it might be beneficial to try reaching the rental company via their customer service. And if you still can’t get answers, you can always file a complaint with your state’s regulatory agency.

The best way to avoid drama is to compare prices with other rental companies and conduct a thorough inspection of the car. Take a test before driving off the lot. A little prep can save you a lot of stress—and maybe your next road trip won’t come with a side of mold.

‘Make Sure They Reimburse You’

Several commenters who watched Samantha’s clip said she shouldn’t have to pay for a rental that came with a moldy interior and encouraged her to report her experience to Payless.

“Take back this video or receipt and they will reimburse you at return,” one woman shared.

“Now make sure they reimburse you for the part and labor,” another quipped. “Just like the mechanic would.”

“Wow, that’s really bad,” a third viewer added. “I can’t believe they lapsed on the maintenance.”

“If that’s a rental, keep the old one and put it back in before you return it,” a fourth said. “That’s on them, and they should pay for it. Not you.”

Others joked that Samantha’s video is a good reminder to check their car’s AC filter—even if they didn’t know how to find it.

“Eeeek! I don’t even know how to check/where my filter is?” one person wrote.

“Wait, is there one of those in my car too?” another asked. “Like, all cars have them?”

“No way! I gotta check mine, seriously,” wrote a third.

Some also wondered whether Samantha was partially responsible for the smell in the car. Her video shows at least three hard-boiled eggs on the front seats, and a few viewers joked that they could have contributed to the odor.

“Are you eating hard-boiled eggs?” one woman asked.

“That, plus the smell of hard-boiled eggs in a confined space,” another said, adding a throwing-up emoji.

“Babe, you literally have a bunch of hard-boiled eggs right there in the frame,” added a third. “Are you sure that wasn’t the smell?”

Motor1 has reached out to Samantha via a comment on TikTok. Her account does not accept direct messages from people she doesn’t follow. We also contacted Payless Car Rental via email. We’ll be sure to update this if either responds.