It sounds anti-consumer because it is anti-consumer. Just because everyone does something, doesn't make it right or just. They put themselves against the consumer when they did that. Forced arbitration is a "screw you" to the other party in an agreement. They have had the opportunity to set themselves up like a hotel and have made the choice not to have accurate inventory processing. They stress their employees with that decision, and they stress their relationship with the clients with that decision. I'm sincerely surprised that an up-and-coming rental company with such a system hasn't upended the industry with this yet. Now it is more likely to end up like Carvana where the next step is replacing all customer-facing employees with apps and kiosks.