Dear Mr. Wong,
I am writing in reply to your letter of December 12 regarding the complaints you’ve made in the letter. I would like to apologize for our service which made you feel upset and I am going to explain the problems one by one.
Firstly, you told us that the instructor of the fitness class was unfit. Perhaps she is really physically quite unfit and I understand your worries.
However, she has all qualifications and good certificates. She is a qualified trainer and she is actually the most popular trainer in our fitness centre. Besides, I’ve already checked the time table of the course you’ve joined, I found that the course you joined was only an elementary course which is for beginners. Actually, our centre has classes with different levels to match up with the level of different members. I think that you are advanced and I suggest you joining the intermediate classes which are more suitable for you. We had also noticed that the equipment was bad and broken before we received your complaint. We have already bought a set of new ones and the centre is now placed with brand-new equipment.
Secondly, you complained that the canteen was dirty and the assistant was impolite. We are sorry about the unclean canteen and I regret to inform you that the canteen was clean by the outside service provider instead of our own staff. We’ve already found a new cleaning company and I hope the service will be better. Talking about the impolite assistant, I am afraid that he is a partime but not a regular staff. Nevertheless, we promised that we won’t employ him anymore to prevent the same thing from happening again. Moreover, I would like to explain about the unhealthy food in the canteen. Actually, we do offer some healthy food like fruit salad, corn, etc. Unfortunately, healthy food was all sold out at the day you came. After receiving your complaint letter, we even increased the amount of healthy food and I hope you can be satisfied.
Finally, we apologize for the very rude assistant manager. We were really shocked to learn that the assistant manager has such poor attitude. We have already investigated the case and disciplined him. We have given him a warning letter and we would lay him off if this happens again.
We regret that you are so dissatisfied with our service and we would we would like to upgrade your membership so that you can enjoy more privileges. It would be our honor to have you coming back to our fitness centre. If you have any worries or concern, don’t hesitate to contact us again. May I once again thank you for taking the time to write to us.
Yours sincerely
Pat Li
Pat Li
Manager
Super Fitness Centre