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8.6 Document for Analysis: Direct Claim (Obj. 3)
Current date
Mr. John Lear
Regional General Manager
Apex Car Rentals
4510 Cyprus Street
Denver, CO 80246
Dear Mr. Lear:
We are asking you to help us retrieve $60 from your Colorado Springs Airport location. This
amount covers taxes and surcharges that were omitted from a recent refund of $180 to our
corporate account. We have had difficulty reaching the local manager, apparently the only one
who could authorize such transactions.
On August 15 a colleague and I received a free navigation device with our car rental because we
were forced to wait for an hour before being assigned a car. Unfortunately, the GPS was
defective, causing us further delay until a replacement was located.
Much to our surprise, the rental car bill later showed the full charge of $180, plus tax. Over the
next three weeks we had trouble contacting the manager to issue the refund. We spoke to various
employees in Colorado Spring and in your corporate office, but to no avail. Finally, after
threatening to keep calling until he spoke to me, I coaxed the Colorado Springs manager to the
phone. He promised to credit the cost of the navigation device to our account.
When we checked our account statement, we noticed that the manager had forgotten to add $60
in taxes and surcharges that had also been assessed for the GPS. We are asking that you use your
influence to issue the credit to our account, given our problematic communication with your
Colorado Springs branch.
Enclosed are copies of the signed rental agreement listing the complimentary GPS and the bill
that includes the charges of $180 plus $60 in taxes for the device. Our corporate account number
is 3053-359-797.
We are a new business customer and, despite this experience, would like to use your agency for
future car rentals because of your competitive rates.
Sincerely,
Enclosures
