Response to a Customer Complaint. You are a regional manager of a movie theater chain. You recently had this letter forwarded to you. I want my money back! I paid $9 to see The Monster's Bride, and because the screen was so dark, I could hardly see anything at all. Half the time, the screen was almost pitch black! Besides that, the movie was total garbage and nothing like the advertising suggested. And why did I have to sit through half an hour of railers before the movie? You should pay me for wasting my time. You guys are a bunch of crooks. Sincerely, Glenn McCann You cannot offer him his money back since moviegoers' tastes vary greatly and it is not company policy. Still, reply to Mr. McCann's letter using a refusal letter with an alternative.