Dear Sir/ Madam,

I am writing to express my strong dissatisfaction with the service I received when I rented one of
your cars on 15th August.

Firstly, I had specifically requested a four-door model. However, I was given a smaller two-door
version which, apart from being too small for my needs, was clearly in need of extensive repair. Despite
my objections, your employees informed me that it was the only car available and assured me that it
was in perfect order. Having no other alternative, I accepted the vehicle.

Contrary to what I had been told, there were, in fact, several things wrong with the car. Despite
the fact that I had driven it for only one hour, I was forced to stop when the engine showed signs of
overheating. Having added two litres of water to the radiator, I was able to continue, although during
the course of my journey a knocking sound from the engine became increasingly persistent and the
windscreen wipers stopped working.

My subsequent journey was most uncomfortable. Not only did I have the worry of driving a car
which was not roadworthy, but I also had to stop on three occasions to refill the radiator. Finally, I had
no choice but to leave the car at your Oxford branch and continue my journey using public transport.

I feel that your employees acted irresponsibly in issuing a car which was not safe to drive, and I
believe I am entitled to compensation for the interruption to my holiday. I therefore request that you
send me the sum of 500euros to cover the cost of my train ticket and compensate me for the distress I
was forced to suffer as a result of your negligence.

I insist that you give this matter your urgent attention, otherwise I will be forced to take legal
action.

Yours faithfully,

Mark Spencer
 Dear Mr Spencer,

In response to your letter regarding the unsatisfactory service that you received when renting a
car on the 15th August, I would like to begin by giving my sincere apologies for the inconvenience that
you experienced.

Firstly, the problem of being given the wrong car, needless to say a smaller one, occurred
because the original car that had been booked for you had not been returned by the time you arrived.
Unfortunately, the person who had rented the car prior to you, had not adhered to the rental period
originally agreed and as a result was two days late in returning it. We were unable to contact him and
therefore had to provide you with another vehicle. All of our four-door models were at that time rented
out, and rather than not providing you with any car at all, we were forced to provide a smaller two-door
model instead.

As regards the problems encountered with the engine and the windscreen wipers, these were
unfortunate mishaps that could not have automatically undergoes a rigorous inspection before being an
inspection pass sheet. Our records show that this particular car had passed each inspection stage
successfully, which leads myself and the mechanics concerned to believe that the problems occurred
after the car had been rented to you.

This is truly a regrettable occurrence. Please allow me to offer you 400 euros by way of
compensation and to contribute towards the cost of your train ticket. In addition to this I would also like
to offer you our newest model, a luxurious four-door Rover, for a five-day rental period at a time most
convenient for you. I hope this offer will make up for the distressing journey you encountered, and will
restore your confidence in our company as a customer-friendly organisation.

May I apologise again for this inconvenience. Meanwhile, I look forward to hearing from you to
arrange a suitable date for renting our courtesy car.

Yours sincerely,

Jack Brown

(Manager)