Warning: On Using National Car Rental!

[Brer boy]

We just returned from an otherwise enjoyable Disney vacation. However, the sour ending is that my daughter left her CD player and CDs in the car when we returned it to National. She remembered it when we got into the MCO terminal and DD and wife quickly went back to National to find it. (This was in less than one-half hour). She encountered an employee cleaning out cars who said he didn't speak English when she asked him about our car and the CD player. She talked to another person who said they did not have it. I called National customer service from the terminal and they said they would check with the manager and get back to us. They reminded me their policy is they are not responsible for items left in cars. I know many businesses have that official policy, but is it intended to cover up for employee theft? This whole thing really turns me off from National because my DD is positive it was in the car when we got to National. It is not in our bags upon unpacking. If we had left something at a Disney hotel I am confident it would have been returned. National just comes off as covering for theiving employees with this type of customer service. Although I am going to write a letter to National, I know I will get no satisfaction, but they have lost an Emerald Club member for life and I will continue to warn others about National's acceptance for employee theft.

[janiejo]

I feel badly for your daughter. However, we had a positive experience with National in New Orleans. We checked the car in and before the flight ever took off, National had called our home phone number (which is in our EA file) and talked to our daughter about the item found in the car. They wanted us to verify if it was from our rental. A call back to them verified the item, we had to describe it, and then they sent it to us - free of charge! I know there are honest/dishonest people everywhere - we got some honest employees! Sorry the CD player hasn't turned up - maybe it will eventually.

[GAIL HAYDEN]

You cannot be sure it was not another returning renter that took it, you cannot be sure that it was a National employee that took it.
Their policy is to not be responsible for items left in the car. Not to cover employee theft or other customer theft.
The only thing that we are "positive" about here is that your daughter left her stuff in the car.
To call anyone a theif is a large jump to a conclusion.

[Disnydad]

We left a 35mm camara in a van we returned to Dollar last December. I did not realise it till the day after we got home while unpacking. I called Dollar, and after musical phones, I spoke with a nice lady from Dollar at MCO. I discribed the camara to her and she said she had it on her desk. She explained the employees go through the cars and throw stuff found in a "lost & found" box. She said if I had called earlier, it may not have made it's way to her and she would have said "nope, not here". Takes a while to make it to lost & found.

[Brer boy]

Hi Gail, thanks for the reply. Yes, I can be positive another renter did not take it. The car was still there. Because we returned so quickly to find it, I thought that left little room for too many possibilities. As far as lost and found, the customer service person I talked with originally called back today (this took place yesterday) and told me it was not found.

[Ms. Diz]

Yikes, the same thing happened with us at National in Miami last year. We left a camcorder in the car and we called the next day. It was never found.

[jctwizzer]

On the other hand, I left my check book in the counsul of a National car, and it was in the mail back to me before I had a chance to call them. Guess its like anything else....sometimes we win and sometimes we lose. However, in any event it is our personal responsibility to avoid these things in the first place:cool:

[Peter Pan Fan]

I too am sorry about the CD player. However, to insinuate that this is somehow National's (as a company) fault and that they have an "acceptance for employee theft" is a bit much. Every company is the world has good and bad employees, unfortunately. I don't know of any rental company that would not have the "not responsible for personal items lost/stolen" policy. It would be foolish to not have that stated clearly. From what you describe, it does appear that a National employee took it, but again to state that that they somehow condone it, based on their policy, is going a little far.

I'm glad that the rest of your trip was fun! I hope that your daughter focuses on the fun of the vacation and not one bad apple at National :)

Susan

[Brer boy]

That's true jctwizzer, it is our personal responsibility to avoid these things. As if anyone really tries to do it. If you leave your wallet in your hotel room or purse at the cloak room, and you come back one-half hour later and viola! it's gone, do you just shrug your shoulders and say "I shirked my personal responsibility"? Come on, you'd be at the counter quicker than Tinkerbell asking some tough questions.
It was left in the car, 30 minutes later it's gone. Guess I've been around long enough to know it's kind of fishy. :rolleyes:

[akasleepingbeauty]

I am very sorry your daughter lost her cds and cd player - such a hard lesson to learn for a young person (or even an older one!). It does seem likely that it was taken by en employee but I really don't know how National would appropriately handle that - would they confront each and every employee who may have being involved in the processing of the vehicle? I know it is unfortunate but I guess I don't know what else National can do in such a situation. I do think an offer of something off your next rental would be a nice gesture but definitely not something you could demand.

You mention that if this had happened at Disney you can be sure it would have been returned. Well, let me share an example illustrating that is not always true. My sister-in-law and her family were visiting WDW for the very first time and staying in the GF while attending a wedding being held at WDW. While getting ready for the event, she removed her wedding ring to wash her hands. As you can probably already guess, she forgot to put it back on and left it on the bathroom counter. It was never seen again. Obviously, housekeeping took it - there was no one else it could have been. Disney was very unhelpful and did little to help in the situation. Their attitude was that they could not be responsible for valuables left in the room. They did call the police etc. due to the value of the ring (over $10K) but did NOTHING else for my sister-in-law - no free dinner - NOTHING. So, don't assume that any company, including Disney, will always come through in such a situation.

I believe that companies such as National and Disney have to protect themselves against fraudulent claims of loss. My sister-in-law could not PROVE she left a ring in her room so at what point would Disney have been responsible for compensation? I feel the same is true of National - you could not PROVE that your daughter left a cd player in the car and therefore they can't be responsible. Sure, it would have been nice if they had found it or tried harder but that may be just expecting too much. I believe that you would likely have had the same experience with Avis or Dollar etc.

I hope National still comes through for you but I also hope your good vacation memories will be those you keep with you!!

[DebbieB]

I'm sorry you lost your stuff. But I don't see what National can do. If they reimbursed people for stuff they left in the car, what is to stop dishonest people from claiming stuff that wasn't really lost? When I dropped off a car at National in May, there were tons of cars in the return area, if I saw something on a seat I could have easily opened the door and picked it up, the employees were all at the back of the line. If a wallet you left in a hotel room is gone, will the hotel reimburse you? I don't think so. I left a cell phone on a bench at OKW and never found it, I had to chalk it up to my own stupidity for leaving it. I called OKW & WDW lost & found several times. About all you can do is file a police report. I filed a police report on the cell phone on the advice of the phone company, in case toll calls were made (luckily none were). You just call them and they give you a file # (I think I called the Orange Co Sheriff). It's probably not worth enough to report to your homeowners insurance (minus your deductible).

[Beckles]

So National employees are thieves and there is no way a Disney employee would be? Uh huh ...

Heck, I wouldn't have thought that the McDonald's Monopoly game had been fixed for the past five years until today either ...

If you're 100% sure it was really stolen (and not lost), your homeowners/renters insurance should cover it.

[GAIL HAYDEN]

Well, actually, even if just lost, her homeowners may cover it.
Scenario time: I am a dishonest person, I am returning a car, I see the one ahead of me in the turn in line is empty with valuable stuff inside, I open a door, I take it. Oh, poof, there is 10 seconds. Never seen by a National (or whoever employee), now, that leaves 29 mins and 50 seconds of "air time". It happens more times than you would want to belive. In this actual case there were approx. 30 mins of time when they did not know. So open to many things. I am truly sorry that the young child lost her "stuff", a hard lesson. I do hope it is recovered. But, I really find it hard to swallow that it is easier to blame a National employee for the theft than allowing that anyone at the time and in that place could have taken it. Without seeing it, nothing is concrete, just conjecture.

[DebbieB]

Homeowners should cover this, but the problem will be the deductible. Most people carry at least a $250 deductible. If the CD Player & cd's were worth more than that, you can submit a claim for the difference.

[cindala]

Wow!! Does this sound all too familiar!!!

In July we left our camcorder on our Delta flight down to WDW for all of 20 or so minutes. Guess what? It dissappeared too, with Delta taking no responsibility. Their policy is that they are not responsible for carry on or checked in electronic equipment. I'm sorry, and others may not agree, but that is just saying we can't trust our employees, the temptation to steal is just too great.

In my case the value of the items stolen is over $600, and my homeowners policy does cover it after a $250 deductible, but they still want me to pursue it with Delta first. I have called, and sent out one letter, another one yet to send. Waiting on an answer.

I know this is silly, but I have wished every awful disease on the person who took our camcorder, and my DD's graduation tape inside. I still feel stupid having left the bag for even 20 minutes, but that doesn't change what happened. Pursue this with National, or your homeowners/renters insurance and see what happens.

Good luck!:D



:bounce: :bounce: :bounce: :bounce: :bounce: :bounce: :bounce:

[Brer boy]

Sorry about your camcorder, Cindala. I can certainly sympathize with you. When I first posted our "learning experience" I was very upset that our property could be taken so easily. Then when some people post just to remind you that you are stupid on top of your loss, it makes me wonder if they troll these boards just to rub salt in. Good luck on your letters to Delta.

[nluvwithdisney]

Brer Boy,

No one told you that you were stupid. However, anyone could have taken the valuables. On an airline flight, another passenger getting off the plane could have grabbed the camcorder. We just all think that you should not automatically say that someone "stole" your merchandise.

I feel bad for your losses, because things like this have happened to me. I blamed myself for not being more careful with my belongings. You can try to see if the company will reimburse you for your losses but they are not required to do so.

It is upsetting to lose things and not have them returned to you. We all live and learn.

[DisneyKidds]

Sorry for everyone who has lost stuff. The unfortunate reality in life is that there are good people and there are bad people. They may work for the car rental company or airline you are dealing with or they may not. I think it is difficult to blame the company for not getting items back. There are just too many variables for them to be responsible. Bad employees who would deny finding something even if the company investigated, bad passersby who reach in and take something, bad customers who make false claims - how can they be responsible for all of this. Unfortunately, personal responsibility is the only answer and we all make mistakes. Try to focus on the positive of a great vacation. A CD player and CD's can be replaced and next time your daughter may be a little more careful - it is a tough lesson though. At least it wasn't a camera where you lose the item and the pictures which can not be replaced.

As for assuming you would or would not get something back beacuse of the company or people you are dealing with - it is impossible to do that. We once left our expensive camera where we were having lunch one day at the Bronx Zoo. We were in the Bronx - no way that camera was ever going to turn up - or so we assumed. A call the next day and the camera was at lost and found. We were lucky as a good person found it. Had it been the next person walking by who knows. However - if we didn't get it back we certainly would not have held it against the Bronx Zoo.

[Lewisc]

Cindala and others--The problem is there is no way to prove/know for sure that the item was taken by an employee as opposed to taken by another customer, person passing by or if the person is making up a claim. Definitely call back to check lost and found.
It doesn't hurt to try to collect, there may be a pattern with a particular employee, but you really shouldn't expect reimbursement. Unfortunately if a company had a policy of reimbursing customers for disappearing items dishonest customers would take advantage.

[VickiVM]

BrerBoy, I know how you feel. You're upset that your daughter lost items very valuable to her. You wish Nat'l had been more involved rather than just saying "sorry, don't have them (and it's not our responsibility anyway)". You had a plane to catch and couldn't even pursue it to the extent that you probably would have had that happened at home. Naturally you hold Nat'l accountable and your vow to never use their services is the best choice for you. I agree that it's very difficult to prove who the culprit was. It's possible, as another poster said, that Nat'l is investigating it if this is a pattern while someone is "on duty". Unfortunately, to protect everyone's rights, Nat'l will likely never reveal to you the conclusion of this if there was an investigation. If I were you, I would detail to Nat'l in writing, without too much emotion, the events that took place and the aloof manner in which your complaint was handled. They may not be able to comp you, however, management in any establishment should be much more sensitive and sympathetic when dealing with these kind of complaints. At the very least, they need to hear this and talk to you about it.

[Brer boy]

Very well said Vicki. As an addendum to the original story, I talked to my wife and she told National when they went back that my daughter left it under the seat. So that pretty much does away with the passerby theory. With this information, I am definately writing to National.

[Robin]

cindala....Isn't it a bit much to wish ill health for something like this???? I am sorry for your loss...BUT come on get over it!!! They stole from you...they didn't wish you harm. Life is too short to have those thoughts about another human being.

[GoldenPrincess]

Have you contacted the hotel to see if maybe it was left there? I know your daughter believes she left it in the car, but what if she's mistaken and actually left it in the hotel room? Had you been to a restaurant or someplace between the hotel and returning the car? IMHO it's worth a couple of phone calls to find out. Good luck!

[mikek]

Similar happend to me. Do to a miscommunication we accidently packed our camcorder in a suitcase once. Well one of the thieving airline employees broke the lock ,stole the camcorder, and sent the suitcase on its way.

The good news is- we had State Farm- they not only paid the claim, but they paid the whole value- didnt even make us pay the deductible. Seems in that instance it was so clear cut that it was the airlines fault- that State Farm paid me and sued thier butt (America West)- never mind their cheesy disclaimer about no liability.

[The Hunt]

I think what gets people annoyed is that the first thing you are told when you report something missing is that they have no responsibility. Wouldn't you feel different if they instead told you they would do everything in their power to find it, and did something (like pick up the phone) to suggest they were doing that? They still wouldn't have to reimburse you, but you would think that they at least were concerned.

[Planogirl]

My son left a favorite jacket of his in a Mears van one time. We were the last off the van and I called Mears immediately before we even went to our hotel room. A Mears rep said that the van had no pickups and would be returning to MCO at that time. She said that the van would be cleaned before they picked up more people and promised that someone would look for it.

I called later and a rep said that they didn't find it. I know it was there but I have no way of knowing who actually took it. Maybe they didn't clean the van and another traveler took it. Maybe the driver took it. Maybe another driver came in and took it. Maybe whoever cleaned it took it. And so forth.

So Mears promising to look for it didn't help matters one bit in this case. We just had to chalk it up to experience and purchase our son another jacket at WDW. (Ouch!)

[C.Ann]

Myself, son-in-law, daughter, and 3 yr. old granddaughter have just returned from DW. Were there from 9/9 to 9/22. We flew Southwest from upstate New York and rented a car from National upon arrival at the airport. After the terrorist attacks and all that insued as a result we decided that when we left on 9/22 we would keep the rental car and drive all the way home instead. We all braced ourselves for what this decision might cost us and sat with credit cards, ATM cards, & cash in hand as my son-in-law made the dreaded phone call. Imagine our surprise when he was told the only additional charge would be the regular $22 a day rental rate and there would be NO charge for the mileage nor any penalty for the change in the drop-off location!! Could have run right over there and kissed those people! Southwest was also awesome - NO questions asked - just refunded our airfare in full.. I'm sorry that you're so bitter over your experience with National but as far as I'm concerned when it came to a very serious matter they came through with flying colors and I will continue to use their car rentals whenever I travel.