Clearing up (some) confusion surrounding theft in the rental industry.
By Melissa Somers, Executive Director, Crime Prevention Program of SoCal*
We’ve all either seen or heard Abbott and Costello’s “Who’s on First” skit. (If you aren’t familiar with it, do yourself a favor and look it up!) In the skit, Costello and his buddy, Abbott, are planning to attend a baseball game and Costello wants to know the names and positions of the home team’s players so he can cheer them on. While Abbott felt he was clearly answering Costello’s questions, his attempts to answer were anything but helpful and left his buddy more confused and frustrated than ever. I’ve witnessed a similar amount of frustration and confusion when dealing with several recent rental thefts. Thefts involving any form of equipment can present several obstacles but when you add the rental component to the theft, it ratchets up the potential for confusion and complications exponentially.
WHO- Who files the report?
This one can be a doozy. Most rental contracts state that the customer is responsible for filing a police report when something is stolen. But does your customer know how quickly they need to file it once the theft is discovered? Do they know which agency to contact to file the report? Do they know – or have access to – the best information to share in order to increase the chances of the information being taken, and entered correctly, into the correct stolen system? Does the unit have GPS? Is it currently reporting? WHO can they call for assistance if it is? (Of course, CPP members can always call us for help or with any questions!) What if your customer is lollygagging on getting the theft reported? Can the rental company file the report instead?
Yes, your customer is responsible for filing the report, but in the event that it’s just not happening in a timely manner, the registered owner can also file the report. Especially if the unit is GPS enabled because time is of the essence. Regardless, the report needs to be filed as soon as the unit is discovered missing – not when it’s convenient. We’ve seen way too many delays in reporting lately that have directly impacted our ability to work with our law enforcement contacts towards a successful outcome.
WHAT – What information should be shared for a “good” report?
Your customer was provided with a copy of their rental contract that states general information about the unit being rented, but does it contain the BEST information if it’s stolen and a report needs to be filed? A serial number is helpful, but if the stolen equipment should be reported as a vehicle, does the contract contain the full 17-digit VIN/ PIN? Do you know where to find it or how to tell IF it even has anything more than a 6-8 digit serial number? Does the equipment have any serialized attachments? Is that information listed on the rental contract? Will a rental company representative be available to answer any questions and provide the correct information if a theft does occur?
I DON’T KNOW! Where (which agency) should the report be filed?
When dealing with the theft of a piece of rental equipment, there can potentially be some confusion surrounding where to file the report (or which agency to file it with). Do you contact the law enforcement agency location where it was rented from, where it was delivered to, where it was being used, or where the GPS is now showing it to be? Traditionally, the report is filed where the theft occurred. If any fraudulent information was used for the purchase or rental, then the theft happened at the rental store where the transaction took place and the law enforcement agency for that area should be contacted. If stolen from a customer’s job, the unit should be reported to the nearest police department or Sheriff’s station; if stolen from a freeway job, it will need to be reported to the area’s CHP office.
WHY- Why does any of this matter?
While you, as the rental company rep or customer, might be very familiar with your equipment and how to best use it, to the rest of the world it can be a mystery. The equipment, the contract, and the theft itself can all hold the potential for miscommunication and frustration. Keep the following key points in mind:
- Know if there was any fraudulent information used for the rental and be ready to provide important details to prove it.
- The report needs to be filed in a timely manner
- Know who will be responsible for filing the report
- Review your rental contract looking for
- Clear, concise information about the equipment
- Stated timeline for filing a stolen report
- State that any filed report must have detailed information – not just a report # with zero information about the stolen equipment
- Contact information for questions or if additional information is needed
Most importantly, if you’re a CPP member, give us a call. We’re here to help!
Whether you’re the owner of a rental unit, the customer it was stolen from, or the officer taking a report, knowing WHO should file the report, WHAT information to share with the reporting officer, and how to clear up any “I don’t knows” can make all the difference in the world. Not just in getting the theft reported, but in increasing your chances of a successful outcome.
A comedy sketch reference from 1945 might feel a bit silly, but in all honesty, when we’re dealing with any type of theft that involves rental equipment, we often end up reeling with a similar amount of frustration and confusion. We all know that theft in the rental industry is no laughing matter, but the more any situation leans towards uncertainty, the more important it is to utilize your resources so you can sit back, relax, and hopefully end your day with a smile.
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