Explanation Letter

Re: Complaint

Dear Mr. XXX,

Let us address you with the purpose to inform that your complaint has been reviewed. We greatly appreciate our cooperation and have the pleasure to ascertain that all of you concerns are taken into account.

We regret to learn from your complaint that the rented car is damaged and your rental insurance coverage excludes large SUVs. Please, note that the company is not liable for incompatibility between the policies of customers’ insurance carriers and cars. In this connection, we are sorry we are unable to pay for the SUV repairs. All this notwithstanding we have elaborated a compromising solution to the existent predicament. In view of the above, let us offer you a coupon worth two days’ free rental of any full-size sedan. The aforementioned proposition is specially designed as a bonus for most loyal customers.

We take the liberty to ask you to consider our offer. In case of your acceptance, you are requested to visit our office in order to sign all the necessary documents.

We are looking forward to hearing from you soon.

Sincerely,

[Signature]

[Your Name, Title]

[NKA/wgs]

[Enclosure]

[cc: The names of the other recipients]