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| - My sunglasses were stolen!
Now, I'm an adult and a highly reasonable one. I'm not prone to public whining sessions or making scenes. I'm very aware that leaving a pair of NICE sunglasses in a rental car when you turn it in is not an advisable thing to do. I would also expect to never see those sunglasses again if the car had not been thoroughly inspected or had been immediately rented out again to another customer.
I rented a car from the San Diego location and drove to Scottsdale to attend a conference. During that drive I made the mistake of taking off my sunglasses and instead of planting them firmly on top of my head, I put them in the dash compartment. I made the drive on Sunday, the location to drop off wouldn't be open when I got there. Ok, fine - not that big a deal. The conference didn't start until 9am on Monday morning, plenty of time to get to the drop off point, turn in my car and catch a taxi back to the conference hotel. The taxi was late and in my panic to get back to the conference in time, I was scrambling. The taxi shows up, mad dash back to the hotel, run to the conference room and as soon as my butt hits the chair, I remember - the SUNGLASSES! With no cell reception in the conference room, I dash out during the first break - about 11am (so it's been about 2.5 hours since the car was returned) and call the drop off location, leave a message letting them know what a dumb*** I'd been , what the sunglasses looked like and where they had been left. I get a call much later that afternoon to let me know that the car had NOT be rented out (phew) but lo and behold, no sunglasses could be found!
So I call back the next morning since the location was closed by the time the conference let out, inquire about any lost and found. A different customer service person tells me that there's nothing that is in the 'regular' return spot and nothing with the hotel lobby desk. She then tells me that if the person cleaning the cars finds anything, those things are returned to lost and found in Phoenix as she goes there to finish her day. I think, great- this is what you get for leaving them behind, a detour on the way home but the glasses were well worth it. Several hours later I get another call this time from the lost and found 'center' in Phoenix- no sunglasses. She tells me that she's called the location in Scottsdale and they searched the car and - no sunglasses. Why have someone search the car for a third time when we know that the sunglasses are not in the car? A few more patient phone calls, three total days, the car never left Scottsdale and yet my sunglasses were no where to be found. I finally call the supervisor of the lost and found in Scottsdale and ask, straightforward but not terse or rude - what sort of recourse I might have knowing that my sunglasses were taken and not simply misplaced. There was no question of where they were placed. I knew that the sunglasses were left in the car, the car never left Dollar's possession at the Scottsdale location and yet they were missing. Clearly, unless random people off the street have easy access to unlocked cars, an employee stole them. The supervisor didn't like that very much- she got very short with me (albeit still remained professional) and basically didn't give me much more than "employees that steal get fired" aka you can't do a damn thing about it. A written complaint to their headquarter customer service didn't get any different of a result.
I gripe because nothing was really done. I don't want someone to be fired for them, I just wanted them back. I've seen this sort of thing happen many times! it's amazing how often theft will happen with employees. Usually crimes of opportunity but there are ways to handle it and there are ways of recovering the items taken - without having to fire everyone in the building. Or how about trying to make a customer feel a little better about the situation and refund the rental fee, calling the whole deal even? But nope, I got nothin' but a bad taste in my mouth. And you know, if the sunglasses hadn't been stolen, I'd probably still be right there with the other reviews regarding their upsells and intentionally confusing but highly persistent sales tactics for upsells.
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