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9.13 Request Refusal: Learn to Live With a Noisy Tenant (Objs. 1-4)
Current date
Mr. Manuel Quinones, CPA
Suite 300
Dear Mr. Quinones:
Subject: Your Recent Inquiry About a Neighboring Tenant
Leasing commercial property is frequently a challenge, as the working environments of tenants
are invariably diverse. A commercial tenancy is different from a residential tenancy. A lease for
Mr. Quinones, as one of my most valued tenants, you can be sure that I will work with you to
9.14 Claim Denial: Complaining on the Web (Objs. 1–4)
Students will find numerous legitimate complaints about products and services. For example, one
writer complained that after three months of use, his expensive iPod stopped working. He sent it
9.15 Claim Denial: Going Ape After Botched Gorilla Party (Objs. 1-4)
To: Christopher King <cking@outlook.com>
From: Your Name <your e-mail address>
Subject: Gorilla Costume Inquiry
Cc:
Bcc:
Dear Mr. King:
In checking our records, we note that your order arrived five days before Halloween. This is the
busiest time of the year for us, and our staff grows from 60 core employees to over 300 during
We understand how disappointed you were at not having the gorilla costume for your Halloween
party. Although the costs of the party cannot be reimbursed, we will be happy to allow you to
We are dedicated to providing the best possible service to our customers. If you need a costume
Although BuyCostumes is the world’s largest online costume and accessories retailer, we value
9.16 Claim Denial: No Receipt, No Replacement! (Objs. 1-4)
To: Bert Mayes <bmayes@outlook.com>
From: Your Name <your e-mail address>
Subject: Your Warranty Inquiry
Cc:
Bcc:
Dear Mr. Mayes:
A manufacturer of fine Swiss luggage, Schwenger takes its commitment to providing the highest
All of our travel pieces are made to last a lifetime of normal wear and tear. Even years after
GRT Group
Attn: Schwenger Warranty Claims
4702 Eastport Center Drive
St. Louis, MO 63148
Please include your contact information and a copy of the sales receipt. Some merchants, for
example, Costco, keep records of their customers’ purchases and may be willing to reprint sales
Let us know how you wish to proceed. We look forward to assisting you!
9.17 Claim Denial: Expensive Eyeglasses Lost on Plane (Objs. 1-4)
Current date
Mrs. Kristen Linder-Bowls
534 Cadillac Avenue
Venice, CA 90034
We can imagine that the loss of your glasses on our flight from Washington, DC to Los Angeles
Our flight attendants are instructed to remind passengers that the cabins will be cleaned during
brief layovers. Most passengers leave the plane and do not return because they are catching
We regret your loss, and we will definitely review our instructions to crews about warning
9.18 Claim Denial: Raising a Stink About Charge for Smoking in the Room (Objs. 1-4)
Current date
Mr. Trevor H. Taylor
580 Lottie Street
Metropol Grand Hotel is committed to providing an attractive setting and comfortable
You stayed in one of our renovated nonsmoking rooms. That room was clearly marked as a
Your business is very important to us. We hold each guest in the highest regard and are truly
Sincerely,
9.19 Bad News to Customers: Picking Perfect Stepper for Fit Power Gym (Objs. 1-4)
Current date
Mr. Phil Norton
Fit Power Gym
359 Ridge Road
Parma, OH 44128
Dear Mr. Norton:
The Dual-Action StairClimbers you ordered are a favorite of many of our home customers.
In addition to its sturdier construction, LifeStep offers a choice of workouts that challenge
muscles progressively. It provides computer-controlled interval training and electronic
Before we ship your StairClimbers, however, I’d like to be sure that we’re sending you the
9.20 Bad News to Customers: University Accidentally Admits All Who Applied (Objs. 1-4)
To: [Student applicant’s e-mail address]
From: Mae Brown mbrown@ucsd.edu
Subject: Erroneous E-Mail Message Announcing Admission to UCSD
Cc:
Bcc:
Dear UCSD Applicant,
Just a few moments ago we sent you an e-mail message by mistake. It invited those who have
I realize how disturbing this message must have been to you, especially since we had already
To ease your mind and confirm your admission status, you may send an e-mail to the Admissions
9.21 Bad News to Customers: Pick a Price Hike (Objs. 1-4)
Note: Student messages will vary. Here are portions of an authentic letter announcing a
newspaper rate increase.
Dear Home Delivery Subscriber:
Effective February 6, there will be a modest increase in the price of home delivery of ______, the
In the four years since our last increase, we have significantly enhanced our coverage of the arts,
travel, business, and real estate−giving you even richer perspectives on vital aspects of your life
The _____ is also rewarding our readers in new ways. Home delivery customers now have free
Home delivery remains the most convenient and reliable way to benefit from all that The ______
