May 19, 2009
[Name of Recipient]
[City, State ZIP Code]
Dear [Name of Recipient]:
Thank you for writing to us about your concern over [Here write what the customer’s complaint was, i.e., your son missing the first hour of his driver education class]. First of all, let me reassure you that [explain why this is not a big problem, i.e., your son will be able to make up the hour he missed on any day we teach that lesson again].
We regret that our reference to “free pickup” in our advertising was not clear to you; it refers to the second half of the program, which involves one-on-one instruction and the students are picked up at their home for the lessons. We cannot pick up students for the first part of the program, the Driver Ed classroom sessions, so their parents bring them. We usually explain this thoroughly at the time a student enrolls, but apparently we did not make it clear to you.
We are sorry for the misunderstanding, and we hope this explanation clears things up and that your son will progress smoothly toward obtaining his completion certificate for the driver training course.