Admin- what kind of false reality world do you live in? Do you actually think ERAC would do anything about wheels being replaced? C'mon admin, this is not fantasy land where everything and everybody does what they are supposed to do. ERAC looks at wheels being stolen as 'the cost of doing business' and ultimately, they blame their employees for not doing their job properly. In the Enterprise world, everything is ultimately the employees' fault. "YOU should have checked the car better when it was going out." "YOU should have checked the car better when it came back." "YOU should do a better job securing your cars so lot vandalism doesn't happen." "YOU should have rented those cars, because if they were on rent, they wouldn't have been vandalized." "YOU shouldn't have rented to those people, couldn't you think ahead and see they wouldn't take proper care of your vehicle?" blah, blah, blah. Believe me, Zach will shoulder the responsibility on this one. Especially with that FINE GM he's got in the ATL. Zach just garnered the reputation of 'not being able to take care of customers' by this one incident. He's toast. And it will be said to him, "Why didn't you call the customer while they were in the airport waiting on their flight?" "What would have been impressive is if you would have found the jackets and overnighted them to the customer and call the customer while they were in the air to let them know what you were doing to rectify the situation." Zach is done on this one.

The bad part is who is to say the jackets were even in the car? Who is to say the customer didn't leave them somewhere else? And for Enterprise to take responsibility of their customer's belongings after the customer returns, where do you draw the line on that one? "I left my bag in the car with fifty thousand dollars in cash inside it. I want it back." Believe me, it happens. Customers come up with the most outlandish stories to justify themselves that it's not even funny. You can't just pony up and tell the customer, yeah, your jackets were in there and I have a crooked employee working here, so here is your free rental. That's going to do a lot of good. Tell the customer you employ theives and criminals. Enterprise is not responsible for items left in the car. They can't be. Enterprise may suck in a lot of ways, but in this one, they are in the clear in my mind.

And Admin, you don't have to respond to the false reality world question. It was more of a rhetorical question because your comment already said enough. Pursue customers for 'switching wheels'.... that's a good one.