I rented three movies from the DVD Express box in Bi-Lo, Trolley and Dorchester Road, Summerville SC. I returned the three movies one day late. I was charged $71.73. I called to inquire about the charge and was told by Lance that my movies were 15 days late. I was also told that the charges "seemed legitimate", therefore they would stand. I of course asked to speak to the Supervisor and was told by Shawn that they go on the premise of they are right unless proven wrong. How are you suppose to prove them wrong?
When I returned the movies, the machine did not "take" them, they dropped into the box. It seems like if the maintenance person found that the DVD's were not systematically returned, but found in the bottom of the box, it should be noted on the last renters account when returned to stock. It should not be the policy just to charge late fees until that point. I was told to call back in a week, they would check with the person that services that particular box. This is one of the saddest examples of customer service I have seen.
I will of course follow-up with them next week, but I have to wonder exactly how much revenue they generate by overcharging customers for late fees because of mechanical defects. I also wonder how many people would not take the time to dispute a charge for a few dollars. My thoughts are that this could be a class action law suit.
