Letter Reporting Poor Service


To Whom It May Concern:

I have enjoyed the outstanding service ------- Limousine has provided over the years, but today it deviated from its normal practices. Just as I would want to know if my employees’ service was less than superior, I thought ------- management would also want to know of any unsatisfactory service. 

On October 4, 2004, my executive assistant, Ms. C-----, ordered a sedan to take me to the U.S. International Trade Commission on Tuesday, October 5th and Thursday, October 7th.  The pickup time for both days was scheduled for 8:30 am.  I went down to meet the sedan at this time and was more than disappointed to discover there wasn’t a driver waiting.

At the time the request was made, my assistant, Ms. C-----, was given a confirmation number for each scheduled pickup and was assured a punctual arrival.  She supplied her direct number in the unlikely event the driver would be delayed.  The latter proved to be a futile effort to keep informed because no one from ------- Limousine bothered to leave a message indicating there was a problem regarding Tuesday’s pickup.  I made early transportation arrangements because it was extremely important that I arrive at my destination on time; however, I was unable to leave on time because I had to wait for Ms. C----- to contact ------- Limousine to find out the exact location of the driver.  The operator, Ross, who answered, quickly responded that he had sent a taxi instead of a sedan, and that the taxi had arrived at 8:25 am only to be refused by the “passenger.”  I never saw a ------- taxi waiting outside to begin with, so I have no idea why the driver of the taxi claimed I refused it.  I would have had no choice other than to accept the taxi in order to get to my destination punctually. 

I have been a customer of ------- for many years. Consequently, I know as well as -------management knows that today’s incident was an unfortunate exception to the fine service my firm has received in the past.  That said, a few late taxis or sedans can cost my business hundreds of thousands of dollars in missed appointments and poor customer relations.  Accordingly, I would appreciate a call from ------- management to discuss what we can do to prevent another such occurrence.  I may be reached at (202) XXX-XXXX.