Answering a letter of complaint
Dear Ms. Wong,
I am writing in reply to your letter of April 3 regarding the complaints about various facilities. I am sorry to hear about your unpleasant experience visiting our centre. I have investigated all the complaints you made and would like to inform you of the results in this letter.
For what you have gone through in our aerobics lesson, I am afraid that we cannot help much regarding the high temperature you complained about in the letter. The reason is that the aerobics classes in our centre are designed to be done under high temperature in order to help our dear customers to sweat. By sweating more, you can achieve your goal of keeping fit in our centre. Our exhaust fan is also working in good condition to make sure that you have enough fresh air to breathe in in our classroom. We are determined to design the most appropriate course for our clients to keep fit and enhance their physical health. For more details, you may check our leaflet enclosed with this letter. May I apologize for causing any misunderstanding regarding our service.
We are shocked to learn that our aerobics class was taught by an overweight coach whom you complained about. May I emphasize that we, as a professional fitness centre, will never employ an unhealthy person as a coach. After a round of detailed investigation, we discover that one of our employees was employing a substitute “coach” without getting our official authorization to host the aerobics class, which was the one you attended. We saw it as a very serious violation of the code of conduct. Therefore, we have already dismissed the coach involved. We would offer all the participants of that class an extra aerobics lesson free as the compensation. We will take stronger security and administration measures, such as installing a password lock system in order to prevent similar incidents from occurring again. We hope that such experience will not affect your confidence in us and you will continue to patronize our centre.
Your third complaint is about the menu of our snack bar. We are aware of the unhealthy snacks served in our snack bar. In the past years, we were serving similar meals in our bar. There had not been any complaints about this and the number of customers coming to our snack bar had been stable until recent weeks. We would also been eager to solve any potential problems which may cause any dissatisfaction among our customers. We will issue a questionnaire to all customers to collect information about the current situation and their valuable suggestions for improving our service. If you have any discontent regarding our centre, you are always welcome to contact our staff team to express your thoughts. We will try our best to make improvement. However, I am afraid I cannot offer you a full refund of your membership fee according to our centre’s policy. Instead we can offer you three free lessons of any course held by our centre as compensation.
We once again apologize for the inconvenience caused to you by our centre. We are looking forward to serving you in our centre.
Yours sincerely,
Pat Lee
Pat Lee
Public Relations Manager