Alamo Complaint - Lost and Found policy...Seriously?
MOBILE, ALABAMA -- My husband and I sought a rental car for a weekend trip and ended up going with Alamo at the airport in Mobile, AL. While the rates were better than the other airport rental companies, the lack of customer service and cavalier attitude displayed by the regional manager, along with the logic behind what gets placed in "Lost and Found" and what gets "tossed" was not worth the few dollars of savings. We were hurried to get the car back before 9pm and in the rush of getting the baby out of the car in the back, we did not check the floorboard of the front seat where I had placed my leather bound work padfolio. When I discovered my error the next morning, I immediately called and got the regional manager's voicemail when I followed the lost-and-found prompt. I then contacted someone at the counter who assured me a call back that day. I was never called back so my husband stopped by in person. He was told that there was no such padfolio in the Lost and Found and that it was probablyl thrown away! What, then, is the purpose of Lost and Found? I was very puzzled and anxious by the notion so I attempted to contact the regional manager, again, the next day. This time I did get a return call from the voicemail that I left. Essentially, the regional manager was very cavalier, told me that he didn't know what a padfolio was, until I explained/described it, and was then told that it would be a "common" item to be thrown away. He also informed me that the car we rented was rented back out within the hour and they are not responsible for lost items in the vehicle. I told him that I certainly understood that they were not responsible but I could not understand why a sturdy, leather bound, padfolio that clearly contained work items would be classified as trash. I then asked what types of items did make their way to Lost and Found. He responded that he currently had a $20,000 infrared camera and a projector in the Lost and Found. My next question was that the value of the items, then, determined what was placed in Lost and Found. He responded "no" but that "common items" like notepads would be thrown away. I tried to explain that the padfolio was not simply a notepad but a sturdy, leather bound notebook that was very substantial and would be hard to confuse with a fast food cup or a newspaper (items that he also mentioned as being common to get tossed). I then asked their policy for receiving policy or process improvement suggestions as I think they should definitely review their policies on this. Of course, he responded that I could email him or send a letter to corporate that would get pushed back down to him. Well, I will see how far that is going to go but I will be submitting that letter to corporate, nonetheless. So, PLEASE CHECK FOR REMAINING ITEMS before you return the vehicle. Alamo's Lost and Found policy certainly doesn't give me much faith in their concern for the customer and I will not be renting with them again, if for nothing else than general principle. As a final note, I can't help but wonder if one of the local Alamo staff is now outfitted with a beautiful leather bound portfolio, courtesy of me.