Document for Analysis: Direct Claim

Your Task. Analyze the following poorly written letter, and list its weaknesses. If your instructor directs, revise it using the suggestions you learned in this chapter.
Current date
Mr. Orion Murillo
Manager, Customer Response Center
Western Car Rentals
2259 Weatherford Boulevard
Dallas, TX 74091

Dear Manager Orion Murillo:
This is to inform you that you can’t have it both ways. Either you provide customers with cars with full gas tanks or you don’t. And if you don’t, you shouldn’t charge them when they return with empty tanks! In view of the fact that I picked up a car at the Dallas-Ft. Worth International Airport on June 23 with an empty tank, I had to fill it immediately. Then I drove it until June 26. When I returned the car to Houston, as previously planned, I naturally let the tank go nearly empty, since that is the way I received the car in Dallas-Ft. Worth. But your attendant in Houston charged me to fill the tank—$49.43 (premium gasoline at premium prices)! Although I explained to her that I had received it with an empty tank, she kept telling me that company policy required that she charge for a fill-up. My total bill came to $426.50, which, you must agree, is a lot of money for a rental period of only three days. I have the signed rental agreement and a receipt showing that I paid the full amount and that it included $49.43 for a gas fill-up when I returned the car. Any correspondence should be directed to the undersigned at Impact Group, 402 North Griffin Street, Dallas, TX 74105.
Inasmuch as my company is a new customer and inasmuch as we had hoped to use your agency for our future car rentals because of your competitive rates, I trust that you will give this matter your prompt attention.
Your unhappy customer,