As assistant to John S. Lear, Regional General Manager at Apex Rent-a-Car. Adriana Schuler-Reyes, Sales Manager for KDR Precision Components, Inc., in Phoenix, Arizona, has angrily detailed her tribulations with your company's Colorado Springs Airport branch. Apparently, she and a colleague suffered long delays in obtaining their rental car. To compensate for the late car delivery, the customers received complimentary use of a navigation device, a $180 value plus taxes and surcharges that add up to another $60. However, at the end of their rental period, their bill reflected the full cost of the GPS. After multiple phone calls to the Colorado Springs Airport branch as well as to Apex Rent-a-Car corporate offices, Ms. Schuler-Reyes apparently was finally able to have the $180 credited to KDR's business account. However, soon she realized that the $60 levy had not been credited. She now wants the remainder of the refund. Ms. Schuler-Reyes has no confidence in the Colorado branch and is asking your boss to intervene on her behalf and reverse the remaining $60 charge. Mr. Lear asks you to investigate what has gone so terribly wrong at the Colorado Springs Airport location. You learn that the branch is an independent franchisee, which may explain such a laxness in customer service that is unacceptable under corporate rules. In addition, you find out that the branch manager, Scott Brown, was traveling on company business during Ms. Schuler-Reyes' rental period and then left town to attend two management training seminars. Mr. Lear is concerned that Apex might lose this disappointed