Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/19/2025 departing HNL airport, I left a ************ Magic-Band in my rental car. I immediately contacted via the ***** website and noted the loss. On 6/20/2025, Alamo via ************************ reached out that the item has been retrieved (Reference *******). I was contacted via call, email and text.The automated system would send me emails, calls and text frequently, "reminding" me that they have my item. I was aware I had 60 days grace period to either 1) Ship to me, 2) arrange pick-up, or 3) donate before it will being "donated" by default. The constant texts/calls/emails (June *********** and July 2,4,5,8,14) were excessive but I dealt with it till I could make a **************** Sister-in-Law ****** ******** was planning to be at HNL and offered to pick up the item. I forwarded her the email and she scheduled a pick-up for Friday 7/11 at the Alamo at ***********. I did not receive any unique notification of this arrangement and the messages (email/call/text) were all the same. When ****** arrived on Friday, she was informed that the local staff needed to contact someone else as the item was in a different office/location. ****** offered to return on Sunday but was not reached out to. When ****** informed me of this, I again made multiple calls leaving messages to **********, authorizing the return or providing anything I could to help end this process. Unfortunately even now, July 14, and more calls that I have made and received, still have not gotten a live person or help to resolve.i have made multiple efforts and taken people's time to get back a simple memento. This system is excessive on reaching out but no way helpful trying to speak to someone. Based on all of this, I hope that you would consider sending me back my item free of cost since the item was not there as scheduled and lack of support in general.

  Business Response

  Date: 07/29/2025

  We are very sorry you are having this issues. Lost Returns never see the lost item we are a soft ware company we did try to look up the item however the number that was given to us is incorrect it short a number. It would be up to rental company to agree to pay to send your item back. If you can resend the correct item number we will look it up and see if we can help in anyway.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  Although there was no message content, my item was mailed to be and has been retrieved. I understand the software company was not involved in this process but i will note for the software company that it's current process/work flow does not allow me to respond or reach a live person. 
  
  Thanks.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am writing to ask for the company's help to allow me to schedule a return shipment of a lost bag of mine they found. I am happy they found it but they are not enabling me to actually get the bag returned. Their 'Ship it back' feature does not work, and I have left 4 written messages and been unsuccessful at getting through to them via the phone. All that I want is for them to let me pay to ship the item back, whether via online or phone. I just need them to finish the job and I'm getting nowhere going through their customer service channels.

  Business Response

  Date: 06/12/2025

  This customer item has been shipped out ***** is showing delivery for 6/13/2025 between 10:10 and 2:10PM

  Customer Answer

  Date: 06/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Lost Returns a fee on 02-04-2024 to have my cellphone found at the ***************** Hertz car rental shipped back to me. Their email claims that the phone had been packaged and that a shipping label had been created. Now more than two weeks later, ******* tracking feature indicates that the package has not been picked up at all. I have to wonder why, since Lost Returns email indicates that I should have received my item after 5-7 business days. I had a similar issue with Lost Returns two years ago, when I again paid for a found item (some important documents) to be returned to me but they were never delivered. This being a pattern, I wonder if Lost Returns intends to perform their contractual obligation at all.

  Business Response

  Date: 02/21/2025

   Lost Returns is a software that the rental company's use to returns any found items left in the cars.

  We never see or touch the items. We will reach out to this location and see why this item has not been picked up by FedEx.

  We will also refund this customer shipping and handling fees. 

  We are truly sorry this has happened.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22967687
  
  I am rejecting this response because

  I still haven't received the phone they said they had received and scheduled for delivery. This has been nothing but a waste of my time, and it's happened before with this company. I want the phone returned to me as promised.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/27/2025

  I understand your frustration if I could get your item pickup I would. We are a call center we never see or touch the customer items. The locations has this item and we have text them to please ship out this item. We have refunded the customer shipping fees and we are still working to get this item sent out.

  Customer need to reach our to the rental company however the rental company's are not financially responsible for anything left in a rental car.

  We will keep trying to get this item shipped out just please remember we are not the rental car company where the item is at.

   

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While on vacation in ********, ** we left a folder with identification documents in our rental car from Enterprise. When we contacted Enterprise they said Lost Returns handles lost items and to file with them. We filed a lost items claim with Lost Returns and a week later (9:08am on 1/30/25) we received notification that our items were found. We paid $80 for next day ***** delivery with the expectation that they wouldnt sit on our documents. The ***** tracking shows that the shipping label was immediately created on 1/30/25, however Lost Returns took their time dropping 3 items in a ***** envelope, printing the label, and then having it ready for pickup the next day. As such ***** picked up on 2/3/25 and then attempted to deliver the following 3 days while we were out of town. Had we known Lost Returns would drag their feet wed have simply picked the cheapest shipping option. Now Lost Returns is trying to blame ***** for their failure to get the package ready in an expeditious manner consistent with the shipping method chosen and are refusing to either issue a refund or ship again at no expense to us.

  Business Response

  Date: 02/21/2025

  These items was left in a rent a car. They only use our software we never see or touch the items. 

   We are very sorry about this customer trouble however when the customer create the shipping label they are inform at that time 

  That ***** time start when ***** pick up the item not when they pay for it.

  The customer is also told that ***** does not delivery on Saturday or Sunday. We have attached the travel history that show ***** tried to delivery three difference days.

  Customer also choose to Signature required so there was no way they could just drop it off. 

  This was out of our control.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22967508
  
  I am rejecting this response because:

  Based on what theyre saying then, this is false advertising. If you offer next day delivery then you have to ensure the item will indeed be shipped within 24 hours. Otherwise, what is the point in paying such high amounts if theyre going to get it there whenever it gets there. 

  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/27/2025

  Your were informed at the time you processed the shipping label 

  Note:  That in most cases, the item will be shipped out on the following business day ***** has 24 to 36 hours to pick up a package.
  Shipping service delivery time is dependent on when the item has been picked up by the carrier. It does not start from the time of payment.

  Once ***** picked up your item it was delivered the next business day correct.

   

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22967508
  
  I am rejecting this response because:

  by their own admission they admit they should have had the package ready within ***** hours. However, they waited until very last moment and not getting it out until the very end of that timeframe which resulted in the package not arriving before I had to go out of town. Lost Returns obviously doesn't understand what expedited shipping is and pocketed their portion of the cost while blaming the delay on ****** which in fact did deliver it overnight once Lost Returns got off their lazy ****.

  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/06/2025

  I have attached a copy of the travel history we are sorry you were not available at the time of delivery. It was pick up on 2/3 and out for delivery 2/4 next business day.

  I sorry you are so upset with Lost Returns like we are only a software company we never see or touch any lost and found item that left up to the location where you rented the car.

  Travel history
  Sort by: Ascending Descending
  Travel History
  Date Time, Status and Location
  Thursday, 1/30/25 2:04 PM
  Shipment information sent to *****
  Monday, 2/3/25 9:47 AM
  Picked up
  **************, **
  9:48 AM
  Shipment arriving On-Time
  **************, **
  8:24 PM
  Left ***** origin facility
  **************, **
  Tuesday, 2/4/25 12:33 AM
  Arrived at ***** hub
  *******, **
  3:48 AM
  Departed ***** hub
  *******, **
  5:58 AM
  At destination sort facility
  ***********, **
  7:30 AM
  At local ***** facility
  ***********, **
  8:15 AM
  
  On ***** vehicle for delivery
  ***********, **
  2:05 PM
  Delivery exception Customer not available or business closed
  ***********, **
  2:08 PM
  Delivery updatedDelivery updated
  ***********, **
  8:31 PM
  At local ***** facility
  ***********, **
  Wednesday, 2/5/25 7:31 AM
  At local ***** facility
  ***********, **
  8:21 AM
  At local ***** facility
  ***********, **
  8:21 AM
  On ***** vehicle for delivery
  ***********, **
  12:29 PM
  Delivery exceptionCustomer not available or business closed
  ***********, **
  12:32 PM
  Delivery updatedDelivery updated
  ***********, **
  10:34 PM
  At local ***** facility
  ***********, **
  Thursday, 2/6/25 7:12 AM
  At local ***** facility
  ***********, **
  8:01 AM
  On ***** vehicle for delivery
  ***********, **
  1:41 PM
  Delivery exceptionCustomer not available or business closed
  ***********, **
  1:44 PM
  
  Delivery updatedDelivery updated
  ***********, **
  8:09 PM
  
  At local ***** facility
  ***********, **
  Friday, 2/7/25 6:59 AM
  
  At local ***** facility
  ***********, **
  1:08 PM
  
  At local ***** facility
  ***********, **
  8:02 PM
  
  Returning package to shipper

   

  Business Response

  Date: 03/12/2025

  I have attached a copy of the travel history we are sorry you were not available at the time of delivery. It was pick up on 2/3 and out for delivery 2/4 next business day.
  
  I sorry you are so upset with Lost Returns like we are only a software company we never see or touch any lost and found item that left up to the location where you rented the car.
  
  Travel history
  Sort by: Ascending Descending
  Travel History
  Date Time, Status and Location
  Thursday, 1/30/25 2:04 PM
  Shipment information sent to *****
  Monday, 2/3/25 9:47 AM
  Picked up
  **************, **
  9:48 AM
  Shipment arriving On-Time
  **************, **
  8:24 PM
  Left ***** origin facility
  **************, **
  Tuesday, 2/4/25 12:33 AM
  Arrived at ***** hub
  *******, **
  3:48 AM
  Departed ***** hub
  *******, **
  5:58 AM
  At destination sort facility
  ***********, **
  7:30 AM
  At local ***** facility
  ***********, **
  8:15 AM
  
  On ***** vehicle for delivery
  ***********, **
  2:05 PM
  Delivery exception Customer not available or business closed
  ***********, **
  2:08 PM
  Delivery updatedDelivery updated
  ***********, **
  8:31 PM
  At local ***** facility
  ***********, **
  Wednesday, 2/5/25 7:31 AM
  At local ***** facility
  ***********, **
  8:21 AM
  At local ***** facility
  ***********, **
  8:21 AM
  On ***** vehicle for delivery
  ***********, **
  12:29 PM
  Delivery exceptionCustomer not available or business closed
  ***********, **
  12:32 PM
  Delivery updatedDelivery updated
  ***********, **
  10:34 PM
  At local ***** facility
  ***********, **
  Thursday, 2/6/25 7:12 AM
  At local ***** facility
  ***********, **
  8:01 AM
  On ***** vehicle for delivery
  ***********, **
  1:41 PM
  Delivery exceptionCustomer not available or business closed
  ***********, **
  1:44 PM
  
  Delivery updatedDelivery updated
  ***********, **
  8:09 PM
  
  At local ***** facility
  ***********, **
  Friday, 2/7/25 6:59 AM
  
  At local ***** facility
  ***********, **
  1:08 PM
  
  At local ***** facility
  ***********, **
  8:02 PM
  
  Returning package to shipper
  
   

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22967508
  
  I am rejecting this response because:

  To quote the response, I sorry you are so upset with Lost Returns like we are only a software company we never see or touch any lost and found item that left up to the location where you rented the car. It doesnt matter if Lost Returns never touches an item. By acting as the intermediary between the company shipping the lost article and the one that lost the article, you accept responsibility for that article. Enterprise wouldnt even talk to me about it and forced me to handle it through Lost Returns. Therefore, Lost Returns is, by default, the handler of these items. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unreturned item: new $1,299 iPhone Pro Max **** Number: ******** Date Reported: 9/24/2024 Resolution attempts: ***** unanswered calls, countless voicemail, 4 emails, and status updates On 9/24/24, I left my cell in a rental car at **************. However, I could almost immediately locate the cell via the built-in GPS tracking, put the phone in "Lost Mode," and soon spoke to the new renter of the same *********** vehicle who kindly called back using my cell. Per our conversation and alleged return service by Lost Returns on behalf of ****/Budget, I flew back home, and she turned it over to the *********** at *****. This also allowed me to provide the item numbers among their found item" reports, ******** & ********, one of which was my cell. Once its turned over to ****/Budget with the acknowledgement that their service provider in charge of the "Lost Returns" must take over from here, there is no reason to suspect that Lost Returns *** would not or could not return the already-located item. With so little effort necessary to resolve the matter and finish the job, which falsely convinced me to let them handle it rather than running back there myself on 9/24/24, there isn't any reason why they cannot a) locate it; b) choose not to contact the location that has it; and/or c) refuse to communicate with me while deceptively providing the communication channels that lead to no one and nowhere for weeks. I called, left countless messages, emailed, and tracked and updated the online status constantly. Lost Returns, *** is simply deceptive, and they'll never return anything while carefully crafting public appearance to let them handle your lost goods, but they take no action to provide the said service. When a business leaves no way to track their service delivery and no way to speak to them, it's intentional and purposeful. If plenty of time and all necessary tools have been provided, and they do nothing, they mean to do nothing. I'll file claims everywhere possible.

  Business Response

  Date: 10/31/2024

  We understand the customers' frustration however ********************** is the **************** that the locations uses for found items. We never see the item. This customer put in a message that she had talked to the new renters and they had the phone. This becomes a location issue; it has nothing to do with Lost Returns software. The location Lost and *********** is the place the customer should be trying to get in contact with.
  We are very sorry the customer is having this trouble but you can't blame a computer program for something it is not in control of. .

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left my iPad on board a recent Virgin Voyages cruise. I was informed by Lost Returns that my iPad was recovered.1. Incomplete "Ship it Back" Form:The online "Ship it Back" form provided by Lost Returns is incomplete and unusable. It has missing fields, preventing me from entering my shipping address and contact information. Additionally, there is no submit button on the form, so I cannot officially request the return of my iPad.2. Continuous Unhelpful Notifications For the past three weeks, I have received 7-8 emails daily from Lost Returns. These emails simply state that my iPad has been recovered but provide no instructions or solutions for getting it shipped back to me.3. Unsuccessful Attempts to Contact Lost Returns I have attempted to contact Lost Returns directly on numerous occasions, but my efforts have been ignored:Phone: The phone number provided ******************) goes ****************: I have sent multiple detailed emails explaining the situation, but I have not received any responses.4. Request for Immediate Action I request immediate assistance in resolving this issue. I need a working "Ship it Back" form so I can provide my shipping information and have my iPad returned to me as soon as possible.

  Business Response

  Date: 10/15/2024

  We are very sorry that this customer is have an issue however it because they have a improper address in the fields.

  This is an international address we have tried multi time to call the customer and send emails.

  We have to follow the shipper guidelines to make sure that the items are delivered at the correct address.

  Please correct your address and process again.

   

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to contact Lost Returns multiple times and I have never received a response. I have emailed six times to different email address, called four times (left messages with no call back) and have an open ticket in their helpdesk system (ticket ID ************* 9/5) to which they have never responded.Lost Returns has this item of mine and I am trying to have it shipped back to me. When I attempt to select this on their website all I see is a website error. I have tried this 10+ times using different computers and systems (as well as having others try the same). When trying to contact Lost Returns about my options I cannot contact anyone (as stated above).Original Item Details Found Item Number: ******** Date Found:9/5/2024 Item Category: Luggage Description: Soft / With wheels / Swiss / Fabric / Green / Additional Info: Large light green luggage ******* ******* Location Found Shoreside Operations - Global Ports ****************************************

  Business Response

  Date: 09/24/2024

  I have talked to this customer and we have made sure that his item was shipped out asap.

  Customer Answer

  Date: 09/24/2024

  I have recently received a phone call from someone at Lost Returns (after the BBB complaint).  They have told me they have arranged shipping and will update me in 24 hours.

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Immediately after filing the complaint the business reached out to me and provided a method to ship the luggage.  Without the BBB intervention nothing would have happened.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reported two lost items on 6/16/24. I have send 3 requests via the portal and havent received a response. My insurance provider is requesting to know when items arent located as to when the report is closed or items stop being search. Items lost one pair of pajamas pants and a red medium silk dress shirt.

  Business Response

  Date: 07/09/2024

  This item was left on a ***** Ship we have check our inventory and unfortunately we do not have this item.  Not all lost item are turned into Lost and Found we will keep checking our inventory for this item and if we received it will contract this customer.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21960914
  
  Thank you for the response so into the item is located if found the ticket will remain active or will it be closed after a certain time after not being located ?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/22/2024

  Your report stay active for 30 days in our system. 

  I have check our inventory again today and we still have nor received it.

  We are so sorry.

  Customer Answer

  Date: 07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,On April 24 I left my wallet in a Hertz rental car at *************************. I contacted lost and found, which routed me to Lost Returns. I submitted a claim, and the next day I received an email that my wallet was found. I received a call to collect a payment to ship the wallet to me. I paid $29.35 and was told it would be sent to me via ***** within 2 - 3 business days.I received an email (attached) indicating that my wallet was being prepared to ship. It has not shipped. I have called the 888 number about three times and left messages (no one answers). I submitted requests for an update through their web portal three times and no response. At this point, I believe this is a scam. I really just want my wallet back. I think they did find it. At the very least, refund the $29.35.Based on the reviews here and online, there are other accusations of at worst, fraud and left, and at best, terrible customer service. Thank you for your help,************************* Date: April 24, 2024 Location: ***** Rental Car, ************************* ***** Tracking Number: ************ Lost Returns Reference Number: ********

  Business Response

  Date: 05/15/2024

  We are so sorry that this customer is having this issue. We have refunded there shipping fees. We can reach out to the location concerting the shipping. They only use our soft ware and we help with the customer services. However we do not have anything to do with the shipping out of the items.

  Again we are very sorry and will see if we can help.

   

  
  

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely the worst customer experience of my life. Left a laptop in a rental car with **** at the ********* location on April 4th. Realized it almost immediately after landing/returning home. Filed with lost item ticket at avislostandfound.com. On April 9th I got an e-mail and phone call that the item was recovered (the e-mail had a photo of a laptop which showed it was recovered April 5th, date on the laptop screen). I called back and was connected to a rep at Lost and ********* who took my information and I paid $67 for overnight shipping. April 12th, it still hadn't arrived so I called **** and was redirected 4x times to different automated systems (including by two humans who took my information and immediately transferred me to another automated system). Finally got an **** rep on the phone who said Lost and Found only operates 10am - 4pm CT M-F (which I was now outside of). Monday April 15th, I called and got redirected several times. Twice I was placed on hold and then the phone was just hung up on. April 16th same thing, on the 3rd attempt I got a human who told me: "No we haven't scheduled a pickup. I'll do that now. ***** should pick it up tomorrow." No tracking number, no follow up.To be clear, the location took a photo of the found laptop on April 5th. It is now April 16th and it has not been returned (and I've been charged $67). Insane that **** contracts out to a service run like this. I should've flown back to ******** and picked it up myself.

  Business Response

  Date: 04/17/2024

  We are so sorry that this customer is having this issues. We are not at the location where he item is they uses our software. We do not ship the item out. That is up to the rental car location. We have refunded the customer shipping fees. We will also contract the location and push them to get this item shipped back to this customer.

  We are truly sorry this has happen unfortunately it is the location responsibility to ship the item out.

   

   

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21583486
  
  I am rejecting this response because: I have no way of contacting the location and as the contractor responsible for the lost and found returns, your team must have SOME contacts at **** that can see as to why they are holding my laptop. If you are able to call an **** rep who is able to deal with this location I will close this complaint. I will also be filing a complaint with ****. 
  
  Sincerely,
  
  Ean

  Business Response

  Date: 04/23/2024

  We are sorry you feel that way we send an email though out system to there computer.

  I sent another one today and once again requested that they send out your item ASAP 

  I am watching to see if its pick up by the carrier.

  Your shipping fees has been refunded.