When you rent a vehicle, you HAVE to return the keys at the desk. This isn’t rocket science, it isn’t complicated.
So this customer calls me one day and says he wants to file a complaint. I ask him what it’s about and if maybe I can assist him so he doesn’t file a complaint at all.
C: I just wanted to say that I didn’t return the keys at the front desk because I didn’t think it was necessary, and I have received a message from the people there that they are giving me a warning and that I will be charged??
Me: Yes, sir. You have the obligation to return the keys at the desk, or you will be charged a (ridiculously high) fee for a copy of the key that the staff needs to make. If there was no one at the desk to attend you, or the office was closed (it wasn’t), you should have left the keys in the box out front along with a copy of your rental agreement. Were you not informed of that?
C: I was, I just didn’t feel like it.
C: I didn’t feel like walking inside and handing the keys, I didn’t feel it was needed. So I took them with me.
Me: Ok, well then I’m gonna need you to bring those back immediately and maybe (MAYBE) we can avoid a charge.
C: No, I’m not doing that.
Me: What do you mean?
C: I’m not gonna bring the keys back. I will hold the keys hostage (he said that) until I receive my invoice with no extra charges.
Me: Yeah, that’s not gonna happen. If you refuse to bring the keys back we will charge you for a copy + extra days the vehicle could not be rented because of this.
C: Yeah, I’m not gonna pay that. Like I said, I will hold the keys until I receive an invoice with a discount for the trouble you’re putting me through.
Me: Sir, this isn’t a discussion. You can bring the keys back to the station or send it by a messenger. If you do not wish to do that, you will be sent a bill and probably blacklisted for not following orders.
He started yelling at me after that so I just repeated what he needed to do and hung up. Again, not rocket science.