Super Fit Fitness Center
2/F, Lee Theatre Plaza
Causeway Bay
Hong Kong
10th February
Chris Wong
Flat E, 2/F, Block 17
Sceneway Garden
Lam Tin
Kowloon
Dear Mr. Wong,
I am writhing in reply to your letter of January 30 regarding the complaints that you have made, and apologize for the inconvenience.
First, I would like to talk about the problems of the aerobic class. You have stated that the instructor was unfit and unprofessional that she only taught easy steps, and the equipment such as the CD player was broken. About the instructor, I think it is subjective to say the instructor is unfit, but it does not mean that she is not qualified. Maybe you can change another instructor to teach you. And the instructor is unprofessional which only teaches easy steps, I have checked the time table of the class that you attended. I realized that you were attending an elementary class for beginners. Actually, there is a variety of classes for you to choose. You may refer to our time table and choose a suitable class for yourself. Last, it is about the broken equipment. Our center realized this problem too. So we have already bought some new equipment and repaired all the broken stuff.
Second, I would like to talk about the problems of the canteen. Referring to your letter, you complained that the area was unhygienic, the assistant had poor attitude and the food was unhealthy. I totally understand your disappointment and we have improved the hygiene of the canteen and the service of the assistant. First, because the outside service provider did not clean the place properly so the canteen was so dirty. To solve the problem, we have already changed the provider and they promised that they will come regularly. Second, the assistant was in poor attitude, it was because he is not our regular staff. He is just a part time to substitute for one day, so he did not have enough training. I am very sorry about that, we will not let him do part time in our canteen anymore. Third, you complained that there were not enough healthy food provided. Actually, we do provide healthy food but they were sold out on that day. We felt sorry about that and we would improve and the food would not be sold out easily.
Third, it is about the problem of the assistant manager. According to your letter, you said that the manager was rude, giving unreasonable responses and poor advice. I understand why you are angry about that, and we have talked to assistant manager. The problem is that, he was newly employed, he does not know how to respond to customers and he did not have enough experience. A warning letter had been given to him and our center will send him for retraining. He will be giving you a written apology.
Last, our center would offer some discount on some courses and offer you some food coupons. We hope that you would not cancel the membership of our center and ask for refund of the membership fee. We are giving a heartfelt apology and hope you accept.
Yours sincerely,
Pat Li
Pat Li
Manager
Super Fit Fitness Center