There was a problem with my vehicle, discovered only after walking all the way down to the lower levels, and instead of rectifying the situation they tried to up-sell me a different vehicle for an additional fee. At that point, I was promised a refund. I was told the manager was coming to cancel the transaction and refund me, and that I did not need to wait around, but my card remained charged for the full amount.
UPDATE: After filing a request through customer complaints, and several rounds of "we're sorry" emails, I was finally provided a full refund. Thank you!