I would like to take this opportunity to acknowledge the Broomfield Colorado branch Employee \r
Elizabeth\r
Libby Moreland \r
Exhibited exception customer service on Saturday \r
April 11th and was my rainbow and the pot of gold at it;s end !!!\r
After having a very disappointing week , by 1 st having the new fuel pump I had put in my van just weeks before end up to be a defective part leave me stranded 45 miles from home and staying with a family of my friends. \r
I called my car insurance agent and was connected to the 24 hr hot line as it just happened to Easter weekend they told me if it was filed as a claim and I received a claim # I should be able to get a rental car so I did .\r
It had to wait till Monday after the holiday. So Monday afternoon Enterprise picked me up from the Broomfield residence and I went home to work a few days figure out my game plan for the refund and re-repair of the fuel pump.\r
Later that day I made contact with my car insurance agents office only to find out the info I had been given about rental car coverage was not accurate and the rental car bill would have to be covered out of my pocket which was not something I can afford to cover.\r
So I inquired with my boss for an extra shift to help me cover the cost I was now needing to absorb and was able to get one on Friday in Englewood Co.\r
Change the plan again :\r
call enterprise set to return Sat am.\r
Being the night preferred worker I am I returned the car around 4 am . I looked for a key drop and saw nothing ,and having not been briefed about what to do if I dropped of after hours and being novice at rental car ethics, I figured they would for sure have a spare key ,put the keys in the trunk and a note in the door.\r
upon morning opening I got a call from Libby telling me they had no spare key and I would be charged till Monday until they could get their services to take care of it.\r
Well since my car insurance policy has road side assistance I call my state farm agent and again got the 24 hr hot line and was told it would not cover the key retrieval from a rental only the insured vehicle on the policy.\r
Then I hit my melt down point !!!\r
Back at my friends house in Broomfield I was very glad they were all out of the house for the morning , as I cried like a baby till I had my venting close to done.\r
When I thought I was calmed well enough to talk I called Libby back and shared with her by continued streak of unfortunate circumstances and told I would just find some way to deal with it.\r
She was very understanding and empathetic an said she would see what she could do to help. \r
A few hours later she called back and said that she just used her AAA to retrieve the keys also since I had the car there by the time she opened she wold put it as returned Friday and refund my bank the difference of $20 some dollars.\r
\r
I was so touched by her level of compassion and concern for my broken state\r
I did not hesitate to share it with my insurance agent,when he said there was pretty much nothing anyone could have done help me my situation.\r
But there was some thing that someone who was one in a million did do to make it better and restore my faith in humanity.\r
Thank You \r
Libby Morelove\r
(Elizabeth Moreland)\r
you are Customer Service Defined\r
Namaste' \r
S. Cruz
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