While in the Phoenix area in November 2011 my Wife and I were in need of a rental car at the airport. We price shopped at the various kiosks and decided to go with Payless Car Rental. We were charged $128 for 3 day economy car rental and a $250 deposit. The car was clean and brand new, no complaints about that.
When we dropped the car off 3 days later and i enquired about the $250 deposit to be refunded on my credit card. The gentlemen said it will be refunded and should show up within 7 business days. A few weeks had passed and still no refund of deposit on my credit card. We called Payless and they told me that they tried to refund the deposit and MasterCard had put a hold on the refund. My wife and I then called MasterCard, MasterCard said that there is no hold.
At this point I'm being sent in circles. Now more than 3 months later, we still have not received the refund damage deposit. [continued below]....
..... We have contacted the company a dozen times, if i do get through to a real person, they often hang up on us. I have spoken to and left messages for "Limi", "Brett", "Tony" and "Flora Hernandes". They usually respond with "there is a hold on the payment refund and the credit card company has to release the hold".
My guess is that Payless are banking on the customer not noticing that the deposit has not been refunded or the customer just simply gives up trying to retrieve it. In my conversations with these agents, i explain that i haven't got my deposit back and if they do not refund it immediately i will report their fraudulent activities to Consumer Affairs and the BBB. Then they ask if they can put us on hold for a minute, and then they hang up.My next step is to contact MasterCard and dispute the manner and the fraudulent business practices.