A Pennsylvania couple found themselves trapped in a frustrating financial dispute with rental car agency Thrifty after a semi-truck damaged their vehicle in Sydney, Australia, in early 2024. The pair relied on their Chase Sapphire Preferred card’s collision damage waiver but were still required to put down a $4,195 security deposit. Following the incident, where a truck clipped their rental car causing $1,929 in damage, Thrifty held onto the full deposit, stating they would pursue the other driver’s insurance.
The Problem: Over two years later, the couple still hasn’t received a refund, despite Thrifty’s claims of ongoing collection efforts. The company has repeatedly delayed providing necessary documentation for an insurance claim, citing the unresolved pursuit of the other driver. Worse still, Thrifty representatives suggested they could legally hold the full deposit for up to seven years.
The delay has cost the couple dearly. They missed the 365-day filing deadline for their Chase benefits claim, effectively forfeiting a potential reimbursement of $1,929. Had Thrifty charged them for the actual damage and returned the remaining deposit promptly, the couple likely would have been fully covered.
The Takeaway: This case highlights a dangerous practice where rental companies exploit security deposits as long-term loans while delaying settlements. While legally permissible in some cases, such behavior creates severe financial hardship for renters caught in protracted disputes. The incident serves as a stark warning: always scrutinize deposit policies and aggressively pursue claims before deadlines expire.
“Rental car stories tend to be the most frustrating tales of travel woe, but you’ve out-woed the competition.” — Customer Service Fail Hall of Fame contender.
