Be sure and read both letters.
The client (obviously) has emphasized the issues
that bothered her. Judge for yourself.

But the response from the Dragoman representative
is offensive in almost every respect. Just one
dismissive reply after another.

You could summarize his remarks easily:

"We don't think our staff did anything wrong,
except maybe that time they created the
'screwing' permits, which they admit may
have been inapt". As for the screwing the
guides themselves did to each other,
he has no comment at all.