Our station is not set up as such for retail either. Its a office with space for about 5 morons to sit in and thats it.
I ALWAYS side with the driver, even if they aren't mine, for ANY customer complaint. Except, in the case I mentioned, the Penske had been returned and the driver had plowed a mailbox the previous week and it also went unreported by that contractor. If that mirror accident had been reported, our terminal would have been in deep for accident frequency. That month had like 4 other reportable incidents.
I report when my guys hit birds, for cripes sake. I had one where a new driver left .5" of bumper rubber on a post in the terminal (tailswing caught just the rubber nub on the bumper) no damage, I could WIPE the rubber off. I reported it, and the accident counted against me. I was sworn at and told I was going to be terminated, on the belt, in front of my employees and other contractors. CR said I need to learn to get along with my SM.
He hates that I'm way younger and way better looking and way less male and make way more $ than him. Thats my theory.