Repeat A: I want to make a complaint about the all-day bus tour I took yesterday. B: I'm sorry you have a complaint. A: I actually have a few complaints. B: Please tell me what went wrong. A: We were stuck in traffic for an hour. B: Well, that's out of our control. A: The bus had no air conditioning. B: It was 60 degrees out yesterday though. A: I want a full refund. B: I can't give you a full refund since you enjoyed part of the tour. A: How about a partial refund then? B: I will give you a partial refund for the unsatisfactory tour.