poor business ethics

M insurance company uses Enterprise (in this instance the location on Macadam Blvd in Portland, OR and they were there to meet me, on time, car was clean, etc. Everything good until it was time to return the vehicle. They were supposed to meet me at the body shop to go over their vehicle, did not show up so left it there. Called next day as I had left a garage placard pass in vehicle, said he had it and would mail. Waited a week. Called back and a different clerk said he would have that clerk call back. Waited 3 days. Called back & he said he forgot to tell him. Clerk I had originally had, called back, said he remembered the conversation but would never tell a customer he would put the pass in the mail (then why did he confirm my address at the time?). Said he has no idea where it could be, told him it cost me money for the pass and he said he would reimburse me. Still waiting. Very friendly in the beginning of the ordeal and nothing at the end. Very dissapointed