Revised Complaint Letter
Letter of Complaint
123 Fake Street,
Vancouver, BC
V1V 1V1
July 27, 2020
Enterprise Rent-A-Car
22 E 2nd Ave,
Vancouver, BC
V5T 1B1
Subject : Overcharge
Dear Customer Service Department,
I recently rented a vehicle from your establishment between July 10-20, 2020. The order number was ET23947. The car drove well and I had no technical issues for the duration of the trip. When I spoke to the attendant Julian the day I rented my car, he told me in clear terms that he was waiving the second driver fee.
When I received the final invoice today, there was an $100.00 surcharge for the second driver. I was disappointed to see that the discount your employee had acquiesced to was voided. I am writing to ask that this commitment be honoured and to be refunded on my credit card.
I look forward to your swift action and reply.
Thank you,
[Signature]
Geneviève Bolduc
Revised Response Letter
Letter of Bad News
Enterprise Rent-A-Car
22 E 2nd Ave,
Vancouver, BC
V5T 1B1
July 27, 2020
123 Fake Street,
Vancouver, BC
V1V 1V1
Dear Mx. Bolduc,
Thank you for having chosen us for your trip rental.
We apologize for the miscommunication. It is standard policy to charge an additional $10.00 per day for a secondary driver. I see from your order that you did register a secondary driver under the name Amy Harvey and provided their driver’s license.
Unfortunately, we cannot provide a direct refund because there is a secondary driver registered to this invoice. However, we can offer you a $100 voucher to be used with us on any future trips. You will be receiving a separate e-mail me with the voucher number.
We were glad to hear that you had no issues with the vehicle and hope you will continue to rent a car with us on your future travels.
Thank you,
[Signature]
Minerva Morris