Arguable Claim Email

NOTE: Do not copy the language, phrasing or body paragraph length of this sample letter—use it as inspiration and a general model.

Dear Ms. Dow,

Over the past few years, Sports Gurus has provided a valuable service to my wife and me, regarding our son, Jeff. We appreciate the attention you have devoted to our needs. Your staff has provided outstanding service to our family and we appreciate the sincere concern your counselors have expressed for my family’s well being. However, I am writing concerning a billing issue that I hope can be resolved soon. Comment by Colin: Introduction written in the INDIRECT STYLE. Opens referring to past positive relationship, but suggests that you have a problem that needs to be addressed.

Recently, we experienced a misunderstanding with your billing office. After Jeff’s last appointment with his trainer, we stopped by the front desk, where we learned we had a balance due in the amount of $155.00. The staff members did not know what the charge was for and said she would find out on the next day. Because we were in a hurry to pick up our son, I asked my wife to pay the amount, feeling we could sort out the details later. Comment by Colin: Calmly and objectively establishes the problem and related facts—the history, what happened?

The next day we found out that the $155.00 is a charge for our supposedly missing an appointment on May 29 at 2:00 p.m. This news was a big surprised to my wife and me. I checked my detailed phone log and verified that I had called your office on the morning of May 27 to cancel the appointment and reschedule it for a later date. In addition to the entry in my log, I specifically recall the telephone conversation. Comment by Colin: Provides a clear time line and is specific about what took place.

In sum, my wife and I ask that you and your office staff void the $155.00 charge. It would be unfair to charge us $155.00 when we canceled our May 29 appointment more than 48 hours in advance. I am confident that we met your cancellation guidelines. I am particularly conscientious about keeping all appointments I make, and if I cannot keep an appointment, I always cancel well before the agreed upon time. Comment by Colin: ACTION STATEMENT *Makes a specific request for an adjustment. Comment by Colin: Persuasive strategy—ends by appealing to ethos and pathos (values and credibility of writer).

Considering the money and time my wife and I have spent with you, this particular incident is relatively minor. Sports Gurus offers the best counselling for athletes and their families in the country, and we are convinced that—until now—our son Jeff has benefited from his time under your team’s guidance. We hope this issue can be resolved amicably, and we look forward to future meetings with you. Comment by Colin: Ends with positive tone

If you would like to discuss the matter with me, please call me at 555-2564.

Thank you.

Sincerely,

Bob Smith