Warm-Up 2 is all about complaining. 'The Hire Car from Hell' is all about really bad treatment when renting a car in the USA. The idea for this Warm-Up came from the wonderful film, "Trains and Planes and Automobiles", with Steve Martin and John Candy. The task is set up so that you don't have any other option than to write a well-composed letter to the company in the USA - and hope for the best. The sum of money involved is too small to make it worth your while starting a legal action (at least from this side of the Atlantic - it'd be different if you were living in the USA, where they have Small Claims Courts). There's also a lot of scope for 'he said-she said' situations (which is how they describe situations where one person says one thing, and the other person says something different in American English).
The task itself is quite limited: you only have to write FIVE sentences from the letter you'd write (i.e. NOT the entire letter). The point is to see whether you can calibrate your language, so that you express yourself firmly, but refrain from insults and gratuitous comments that will just result in your letter being filed in the trash can! Once again, there's a link to the Send-In Task which comes next.
You submit your Warm-Up Task 2 by copying your text into a comment. Remember to include FIVE sentences only - and to include your name in the submission.
By the way, an FAQ for this task is: what's a 'redeye'? If you'd like to know, take a look at the first comment on this blog post.
38 comments:
A 'redeye' is any long flight which takes off in the late evening according to the traveler's personal time clock, but arrives in the early morning local time. By that time, it's the middle of the night for the traveler, but she still has to be bright, perky - and well-groomed - for a full day of business meetings with people who didn't have to snatch a few hours of disturbed snoozing in an airplane seat! 'Redeye' is what she sees when she looks in the mirror in the morning!
Warm-Up2 by Zivile Kontrimaite
I am writing to inform you that the car I have rented on 3 March 2008 did not work properly.
Firstly, it was dirty and smelly inside, and I could not wash the window because there was no washer fluid - it limited my sight while driving.
Secondly, on my way to the important meeting, the engine stopped and I could not reach meeting place on time.
Finally, one of your company's representative assured me that I will receive $50, I paid to the tow truck driver, back and I will get 50% discount for all these inconveniences, but no real actions were taken.
Could I please ask you to look into these matters and return me my money.
I must say, that the service provided by your company as well as the condition of the car was under all critique.
The inside of the vehicle was dirty, there was no washer fluid and the car broke down in the middle of the freeway.
At the front desk of your company I was promised a reimbursement of expenses, i.e. the cost of the towing of the car as well as a 50 percent discount of the original charge for the car hire that was initially charged to my credit card.
However, I have yet to be refunded for both these expenditures.
I would appreciate if you could attend to this matter as soon as possible.
/ Linnea Lind
Warm up 2 by Mr Johan Sundén
I’m afraid I have a number of complaints regarding the inconvenience that was brought up upon me when I rented a car from you on 2th of March 2008.
It is with regret that I must inform you that the car you offered was severely filthy, the absent of washer fluid radically limited my sight and the engine broke down on the freeway.
Due to the intolerable circumstances, one of your representatives and I was in an agreement that I was to get the tow truck expenses repaid together with a compensating 50% discount of the total hire.
It’s still in my belief that it must have been some kind of mistake when the transaction of the repayment back to my VISA-card was to be set in place.
Since we already have an agreement I faithfully wish that you look into this matter as soon as possible, so that I please will get my rightful reimbursement.
I am sending you a letter due to a problem I had with your company when I rented a car at the New York Airport the 13th May 2007.
When I got the car you offered me, it was very dirty, the washers didn´t work due to lack of washer fluid and after a while driving, the engine also stopped.
After a call to your office, where they told me to pay the tow trucker $50, I was promised to get this money back together with a 50 % discount on the hire charge to compensate the inconvenience.
It is in my belief that a mistake as been made when you withdraw the money on my creditcard since I didn´t get any discount.
I kindly ask you to look into this matter closer and return to me as soon as possible.
Av: Karolina Svensson
I regret to inform you that my most recent experience with your company was all but pleasant.
The car I hired at Newark airport was very dirty inside, ran out of washer fluid almost immediately and broke down on the way to New York City.
I was promised a 50% discount, for all the inconveniences, and a refund of the tow truck call-out charge that I had to pay, by your local office.
However, I was debited for the full amount and have not received any of the refunds I was promised.
I would highly appreciate if we could come to an agreement on this matter as soon as possible.
/Kristian Larsson
After speaking with Your Car Hire business in New York I was promised to be refund for my expenses, since I have had nothing but trouble with the car since I first hired it. The car was in a bad shape from the moment I picked it up; it was dirty, both outside and inside and there was no washer fluid. On my way to New York City the car braked down and I had to call a tow truck, and pay $50 for his help. The next morning I spoke to one of your employees and was promised to get my $50 back, and a 50 % discount. I was devastated when I received my credit card statement and found that you had charged me for the full amount.
Martin Jelvestam
I am sorry to inform you that there appears to be a mistake in your billing of a car I have rented on the 4th of March, 2008.
When I got the car it was dirty inside, there were no washer fluid, and finally, the car broke down on the freeway so I had to get a tow truck.
In that time I contacted you local airport office with my complaints and they assured me that the charges would be adjusted with a 50% discount on the hire charge, and $50 on the tow truck charge, when I dropped the car off at the airport.
When I got to the airport your office was closed and according to our agreement I have got no refund of my expenses on the bill.
I am sure that we can solve this problem out and looking forward hearing from you within the next 7 days.
Cecilia Adolfsson
I am writing to you to complain about the car I rented on 7 March 2008 and the service I received, which caused me a great deal of inconveniences.
I am sorry to have to inform you that the car I received from your company had not been cleaned, there were no washer fluids and the engine stopped working.
The following day I contacted the office and informed them of my complaints and they assured me that the charges would be adjusted and the tow truck service would be refunded.
I recently received my credit card statement and your company debited me for the full amount and I haven’t received the reimbursement either, as we discussed on 8 March 2008.
I am sure that we can come to an agreement and I look forward to a speedy response.
/Annika Lindblad
I am writing to inform you of my dissatisfaction with your car rental services.
The car I rented at the Newark airport was not cleaned nor serviced since the last rental; there were no washer fluid and the car broke down on the freeway, as a result of this I had to consult a tow truck.
I have been in contact with your company prior and one of your employees assured me a 50% discount and a refund for the $50 I paid for the tow truck. You have not fulfilled the promise that the charges of payment would be adjusted after the car was returned, nor have I received any compensation. This large number of errors is unacceptable, therefore I ask you to please make up the shortfalls immediately.
/Johanna Augustesen
I am afraid I have a few complaints with regard to the inconvenience encountered when I rented a car from your company on 26th February 2008.
Firstly, I paid full charge by my credit card in advance, and I expected the rented car was near the airport. However, the car was parked far away from the airport.
Secondly, the conditions of the car were unpleasant. Inside the car was severely filthy with full ashtrays and half eaten take away pizza. Simultaneity, the washer fluid was limited when it needed to dry away the dirty spray from the windscreen.
Thirdly, it is regret to inform you that the engine broke down on the freeway on the way to New York, which caused to have the car repaired by the tow truck.
Having considered the unpleasant experience I suffered, one of your representatives had an oral agreement with me on the phone that I would have 50% discount of the total amount as compensation. Unfortunately, I was still charged full amount from my credit card. I would highly appreciate if you could look into this matter as soon as possible.
Ning Zhou
On February 4th , 2008 I entered into a hire agreement with you to hire a car. The car was supplied by your staff at the Airport of New York City. Due to bad service and a number of big problems with the car, e.g. breaks down on freeway, which forced me to pay a $50 call-out charge, your local hire company promised me to get the $50 back and a 50% discount on the hire charge for compensation for my inconvience. Unfortunately I still haven’t recevied anything of this. In spite of the fact that I have complained about this to the car hire company’s airport office on February 15th, 2008 they have refused to do anything.
I understand that it is your responsibility to resolve the matter.
/Sofia Olsson
Two weeks ago I utilized your car rental services in New York city.
Unfortunately the car I rented was dirty, smelly and malfunctioning.
When the engine suddenly stopped on the freeway I contacted you and was told to put out $50 to the tow truck driver.
You promised me refund on the call-out charge and a 50% discount on the hire charge but to my surprise you have now withdrawn the full amount on my credit card.
I am now writing you with disappointment but also with expectations that this mistake will be taken care of and amended as soon as possible.
I am writing to you to complain about a number of incidents that occurred when I rented a car from your company at JFK airport in New York on the 14th of February this year.
First of all, I would like to say that the condition of the car was anything but good; it was dirty, smelly, there was no washer fluid and most importantly it broke down!
When I was talking with the representative from your company they promised me that I was going to receive 50% off of what I originally paid with my credit card and also the $50 I paid the tow truck driver.
Despite this you debited me for the full amount and there is no sign of the refund.
I am truly hoping that you can look into this and pay me back the money I was promised.
Hanna Volkert
I regret to inform you that I have a number of complaint’s regarding the car I hired from you on the 8 of March.
When the car broke down I had to pay the tow truck driver in cash and was promised a refund from you, but I’ve got none.
When I arrived at the airport all jet-lagged there was no one at the desk I could talk to, so I had to leave the car keys in the box together with a note.
Imagine my surprise when I was debited the full amount even though I was promised a discount and a refund.
I hope you see the urgency in the matter and I hope you will handle this with highest priority.
Best Regards
Lisa Hallongren
I am sorry to inform you about this but when I rented recently a car from your company I wasn’t very pleased about it.
Firstly, the vehicles conditions; it was smelly and dirty inside, there was no washing fluid and worst of everything, the engine broke down in the middle of the freeway.
Secondly, I had an oral agreement with one of your staff members, 50% discount and $50 refund which I had to pay for the tow truck driver, and I was supposed to get it back when I dropped of the car.
Finally, when I dropped of the car and keys and was supposed to get my refund, the desk was deserted so I left a note, though till now I have been debited for the full amount.
According to the agreement, I hope you can find a solution for this inconvenience as soon as possible.
Elise Braas
On April 5th, 2007 I rented a car from your company and I am now writing to you to inform you that our agreement has not been fulfilled.
When I first got to the car one of your staff members just left me at the parking lot and drove of. There I stood all by myself with a car that had old food in the backseat and smelled like cigarettes, beer and sweat. I hade barely time to get into the car before the rain came.
When I drove of I noticed that there was no washer fluid in the car so I could hardly see through the windscreen. And a few minutes later the warning lights came on and the engine stopped. I had to call a tow truck that could help me. I then called your office who told me that I had to pay the tow truck myself and that I would get it back later. This was $50.
The next day I decided to call your office again to tell them about my complaints. This time I was promised a 50 % discount on the hire charge as a compensation for the trouble that I’ve had with the car.
So far nothing has been done and I am now asking you to look into these matters and make sure that I will get my money back as promised.
Best regards,
Emelie Wikström
1. I am very critical about how you have treated this whole situation and me.
2. I have gone through a lot of trouble and it has taken up a lot of time, therefore, I no longer have any faith in your company.
3. First of all, the mode of transport to the car park did not work out well, also the car was dirty and repugnant, the ashtrays were full and the car smelled of beer and sweat
4. When the car had broken down on the freeway I called the center for help, they told me pay the truck-company in cash.
5. I was promised to get a refund of my money and also a 50% discount on the rent bill, I have not gotten either yet but I am expecting you to compensate me for these happenings.
1.A problem has been occurring which hopefully can be solved in the near future regarding the conversation I had with the car hire company.
2. There appears to be a mistake in the companies promise to refund the payment of the car.
3. Due to a several inconvenienced scenarios during the rental, car was dirty, it breaked down on the free way which led to I had to pay the towing company on my own.
4. The representive at the car renting company promised me that I will get a 50% on the hire charge to compensate for the inconvenience scenarios which unfortunately occured.
5. Unfortunately the company debited for full expensives, and claimed that the conversation we had did not occur.
I am sorry to have to inform you that the condition of the car I rented was far from the standard that was guaranteed in the rental contract and by your personnel at the airport as the car had not been cleaned or serviced since last returned.
I was informed by a member of your staff that I would be reimbursed for all my extra expenses (including the fee for the tow truck), and that I would be compensated for my troubles with a 50% discount on the total rental cost.
Due to the fact that your office was closed at the agreed time that I was meant to leave the car and settle my bill, I had no other option but to leave the keys in the return box together with a note explaining the situation and hoping that you would only charge me for the agreed sum.
I realised today that there must have been a misunderstanding regarding the compensation, as the amount that was charged on my credit card did not include the agreed discounts as discussed over the phone.
I look forward to hearing from you soon with an action plan about how we can solve this issue fairly and promptly.
Kalle Stivne
Gentlemen:
I’m afraid I have to make a complaint considering my car rental at your JFK airport office on February 15, 2008. A problem has occurred which I hope you can help me with, it is to my believe that the car I rented had a number imperfections and due to this I was promised compensation. Unfortunately my $50 was never refunded back on my credit card, hence this letter. The car was not only mismanaged but rather unsafe with dysfunctional breaks therefore my dissatisfaction.
I look forward to hearing from you as soon as possible to resolve this problem.
Yours faithfully, Azra Mehmedovic
1) For this reason, I think that the provided security of your car did not enforce the law with regard to this car.
2) The use of this product caused me a lot of troubles, e.g. there were not hygiene inside - pizza on the back, ashtray were full, smelt of beer and sweat - and I faced unvisible, technical troubles that it was quiet dangerous for the security of all passagers - washer fluid and blocking of the engine.
3) You have not paid back yet the sum that you promised (50% discount) in order to make up for the inconvience.
4) I contact you again, but for the last time, about the car that you rented me the 22th February 2008.
5) Without any answer from your company, I will make all necessary arrangements in order to respect my rights.
Pierre Devos
The Västervik Experience AB
Strömsholmen
SE – 593 30 VÄSTERVIK
SWEDEN
Managing Director
Rent-A-Car-In-NYC
Empire State Building
New York City B786YU
USA
Dear Mrs Amy Bounton,
I write to you as a disappointed costumer to your company’s service. I was in New York City in business about two weeks ago, 22th of February 2008, and rented a car from your company at the office located at the John F. Kennedy’s Airport. When I just get in to the car I saw the dirty mess in there. It was take-away pizza left from someone else and on the whole the car was not cleaned in a long time. But the dark clouds burst and I could not go in to the office to point up the problems with the car so I decided to do that when I restored the car.
Next thing to discover was when I should use the wash fluid, there was no wash fluid at all in the car, so I have to drive with dirty car window all week long.
The problems do not end with this; the car breaks down on the freeway so I have to call a tow truck as I paid with my own money which I was promised to get back from the company when I was returning the car. But when I was going to returning the car it was no one at the office so I was labored to just left the keys and hurry to my flight back home to Sweden.
When I call the company’s office at John F. Kennedy’s Airport in New York City they said I should write a letter to the head office in New York City. So I hope you understand my umbrage with the rented car and give me my money back for the tow truck and get some reduction of the price for the dirty car.
Keep in touch with me as soon as possible!
Yours sincerely,
Nathalie Karlsson
Business Manager
The Västervik Experience AB
Warm up 2 by Jonas Nyrén
Last week I visited New York and needed a car. I went to your office and meet a very nice member of your staff that could provide me with a SAAB 9-5. But after I was droved out to the parking slot some problems accord…….
I understand that things can go wrong, so let’s make this a win situation for both of us. Every company can do things wrong, but what separates professional companies from bad companies is how they takes care of their complaints. I visit New York 8 to 10 times per year and if you can handle this in the right way I will use your company again. So if ….
I regret to inform you that the car I rented from you at the New York Airport the 13th of May 2007 was in a very bad shape and filthy.
The only reason I got into that car was because it was pouring with rain and I had to go to New York City, it was at that point I yet again was disappointed. I had to pull over to the side because the engine stopped and when the tow truck came I had to pay the $50 call-out charge.
When I got in touch with the car rental company at the New York airport they told me that I should receive a 50% discount and that I should get the money back for the tow truck fee. However, when I came to the airport the car rental company's desk was completely deserted.
Kerim Bergaoui
Warm-Up 2 by Emma Almén.
1. Friday the 22th of February I went to your office desk at the John F. Kennedy International Airport (JFK) to rent a car.
2. I'm sorry to inform you that the vehichle was in a very bad condition and that the inside of the car had not been cleaned.
3. In the middle of Van Wyck Expressway (I-678), the car breaks down. I made a call to a tow truck which I paid $50 in cash. I was told that you would refund the payment.
4. When I came back to your local office to return the keys, there was no one at the desk and I was force to leave with out getting any compensation.
5. I'm kindly asking you to look in to this matter as soon as possible.
I recently hired a car by your company and I would like to complain about the service quality.
First, when I had the car it was really dirty, there were no washer fluid and later on the engine stopped so I had to pay to fix it.
Then I phoned to your company to explain it and they promised me to refund money and to give me a 50% discount on the hire charges to compensate me for the inconvenience, but when I went back to the office it was close so I just posted a note with keys in a box.
My problem is that when after a while I contacted them to explain my discontentment because they debited my account for full amount but it was no sign of refund or discount, the car hire company just denied all knowledge about it.
So I would like to appreciate if you could attend to this matter, I can provide you all receipts if you need it.
Sincerly.
Orognen Lucie
On the 20th of February 2008 I rented a car from your company at JFK airport and unfortunately several incidents occurred during the time of the rental, which hopefully is a one-time mistake and easily compensated in the near future.
Firstly, the car was a disaster; it was not cleaned when I received it, the container of the windscreen washer fluid was empty and the engine broke down on the way to New York City.
When I spoke to the office at the JFK airport the following day I was promised a refund of the $50 I paid the tow truck and 50 % off from the rental charge when I dropped of the car. When I arrived at the airport the desk was deserted, I dropped the key in the key box together with a note explaing my errand. But, receiving my credit card statement I noticed that I was debited for the full amount.
Johanna Wedin
On the 5th of March I rented a car from your company, the car was paid in advance with credit card.
After I had been left by the courtesy bus by the rental car, without any assistance with my luggage, I discovered that the car was untidy with leftover pizza in the back seat, a full ashtray and a distinctive sweat and beer odour.
Shortly after setting out I discovered that there was no washer fluid to wipe the windows clean of the dirt spray, and moments after this discovery, the engine stopped.
I spoke to one of your employees, who assured me that if I paid the $50 call-out fee for the tow truck the company would reimburse me, this and an additional promise of a 50% discount was given to me when I rang the following day.
When I came to the airport your car-hire desk was unfortunately closed, I left a note and the keys to the car in the returns box, however when I received my credit card statement I noticed that I had been charged in full.
Annelie Whitzell
1.I am disappointed because your service has not performed as it should.
2.I enclose a list of our complaints. The main one is the fact that I have not gotten any compensation as agreed. I am entitled to a refund of 50% discount of the hire charge and $50 back for the tow truck.
3.I immediately contacted your representative at the airport, but they deny all knowledge of the conversation so they told me to complain to the head office in New York City.
4.I look forward to hearing from you and to a resolution of this problem.
5.Please contact me at the above address or by phone.
Victoria Alvarado
Dear Sir/Madam,
I writing to you concerning the conversation I had over phone with Mr X in the airport office on Thursday 05.03.2008.
I was hiring a car from your company, between the date DD.MM.YYYY and DD.MM.YYYY, which was inadequate and had an engine stop.
I would like to summarize my complaining to make sure we all agree the course of event. (Here I will write down a pottered version about what happened during the days I hired the care and the course of events.)
I assume that it was not your intention to charge me full prize with consideration to the agreement we had and I am sure that you will remunerate me without hesitation.
Thank you in anticipation.
Yours sincerely,
Malin Stenström
Unfortunately I have a sad story to tell you about my recent experiences with your company, perhaps however, it has a happy ending.
It would be an understatement to say that the state car upon hiring was not up to scratch; it had an ash tray full of cigarette butts, a half-eaten pizza, smelt of beer and had no windscreen washer fluid. I may have let this slide; however the engine soon stopped in the middle of the highway, leaving me stranded on the way to a very important meeting (with a tow truck bill to foot). In a conversation with one of your customer representatives, I was kindly assured I would be reimbursed for the costs and given a 50% discount to compensate for the inconvenience. Unfortunately I was still charged the original amount, which I’m sure must have been some kind of mistake and will be amended ASAP.
Julia Wells
WARM UP 2(I am sorry to be late):
Hello, I am writting to tell you about some problems that I encountered using the services of your company.
The car I rented on march the third was dirty; the driving was unconfortable and unsafe due to the uncleanliness of the windshield.
Moreover, I couldn't reach my office in time because the car broke down on the way to go there.
The company didn't fulfil the promise it had made and it caused damage to me, therefore I would like you to return at least 50% of the money I gave you.
I thought these critics could also be useful for you, you have to know how your customers appreciate your services.
Stanislas Bernagaud
Dear Sirs,
This is a letter of complaint due to the problems I had with the car I rented from Your Company at the New York Airport two weeks ago.
The car was in a poor state when we got it since it had not been cleaned between rentals.
The important issue is however that the car broke down and we needed assistance from at tow-truck with a call-out fee of 50 USD.
I reached an agreement over the phone with a representative of Your company who assured me of a refund of 50 USD for the tow-truck and a 50% doscount of the hire-charge, all wich I confirmed in writing at Your companys desk.
However, I have been charged the full amount without agreed discount. I am sure this is just a mistake and look forward to Your swift response in the matter.
Best Regards
Mrs Lotta Engberg
I’m sorry to inform you that I have some complaints after hiring a car at your office at New York Airport.
The car I hired had a half eaten pizza in the back seat, smelled awfully inside, it had no washing fluid which caused me trouble in the rain, and a tow truck had to come and help me when the car broke down on freeway.
To my satisfaction I was promised by your staff that my charges would be adjusted with 50% discount on the hiring charge due to the inconvenience, and the 50 dollars back I paid the tow truck for the call-out charge.
When I was back at your office there where no one at desk to adjust my expenses, but I left a note with the car key in the return box and thought things would be taken care of, but due to the credit card statement I’m charged for the full amount.
I hope you will look in to this matter and come back to me with a solution to the compensation issue.
Lars Carlsson
Warm up 2 (sorry for being late)
1. Last week, the 10th of march, I have rent a car from your company for a duration of 1 week, but unfortunately, this car didn’t work as well as it should have.
2. The problem is concerning the electric glass of the conductor place, it was impossible to down them, which was quite inconvenience with such temperature outside.
3. When I noticed this problem, I tried to contact your company directly for explaining this problem, and so was told to write you a letter for any reclamation.
4. When I gave back the car, a person of your service noticed this problem and therefore wrote a message that i enclose to this letter for testify about this problem.
5. Because of this problem, I would appreciate that your company make a goodwill gesture towards me in order to compensate this problem I suffered.
Eric Louguet
Dear Customer Service Manager,
On my last visit to New York, I hired a car at your local company at the airport, paying by credit card in advance.
I am disappointed because the care you provided was unsatisfactory. The inside of the vehicle was dirty, there was no washer fluid and the car broke down half the way to New York City.
I contacted your company and one of your employees assured me that I would get 50% discount for all the inconveniences, she also promised me a refund of the truck call-out charge after the car had been returned.
Despite your promises so far nothing happened. The charges of payment have not been adjusted and I haven’t received any compensation.
I still have some hope left that you are a service minded company that really wants to do what’s best for your customers. I hope we can be able to work out our differences and I look forward to hearing from you.
Yours Sincerely,
Jenny Ahlbeck
Warm up 2, Malin Bundsen
It is with regret that I must imform you that your services was under all complains when I rented a car from you at the New York airport the 20th of March. The car was in very bad shape when I picked it up, it was dirty and had no washer fluid. On my way into New York city the car suddenly broke down and I had to pay 50 dollars for the help i got from the tow truck. When I spoked to you on phone the following morning you promised me a refund of the money for the tow truck and also a 50 % discount because of all the trouble the car had cost me. When I checked my debit card today I saw that you had taken the hole amount, which is unacceptable and I demand the refund you promised.
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