Business writing principles and practices

Business Correspondence

External Correspondence: Big-1 Car Rentals Franchise Oversight Department

Dear Mr. Jones:

I am writing to express my concerns about the manner in which the renowned and valuable Big-1 brand is being represented in the Twin Cities Airport franchise in Minnesota. Specifically, it is my unpleasant duty to inform you that the Twin Cities Airport franchisee has established a long history of furnishing inadequately maintained vehicles and that multiple attempts on our part to motivate the franchisee to resolve the problem have been entirely unsuccessful.

On several occasions, we have had the misfortune of reserving a vehicle well in advance of our scheduled pickup only to receive vehicles with multiple major malfunctions, including (among other things) completely inoperable heaters in the dead of the Minnesota winter. As you know, our firms have a long history of collaboration and mutual interests. In fact, we have every reason to believe that, as partners, we receive the best service at all of your franchises. As you are also undoubtedly aware, we also furnish CCC vehicles to your enterprise. Needless to say we have grave concerns about how our products are being represented by this franchisee.

Based on the long association between our respective organizations, I am extremely confident that you will take immediate and appropriate action to preserve your organization's corporate interests, such as by conducting an audit to confirm this ongoing problem that is detrimental to the interests of both of our respective organizations. Please do not hesitate if I can be of any further assistance.

Yours truly,

Internal Document -- Memo

To: Frank Page

Re: B-1 Rental Agency Follow-up

Date: June 15, 2012

Please be advised that B-1 Franchise Oversight Manager has been contacted pursuant to your instructions to resolve the Twin Cities Airport B-1 franchise issue involving their repeatedly furnishing vehicles with inoperable systems and otherwise in need of maintenance. The following points were emphasized in that correspondence:

The situation is serious and has recurred numerous times

The situation has already been brought to the attention of management without any appreciable response

B-1 and CCC have a long-standing business relationship and mutual interests in the way B-1 vehicles are represented to the public in this region

We expect B-1 to take immediate and appropriate action to rectify this situation