Back in 1889, however, Mr Jenkins was moved to send a letter of complaint to the Pullman Palace Car Company at having had to share his bed with bedbugs. In return, he received a heartfelt apology from George M Pullman himself, the company president. The company had never heard of such a thing, Pullman wrote, and as a result of the passenger's experience, all of the sleeping cars were being pulled off the line and fumigated. The Pullman's Palace Car Company was committed to providing its customers with the highest level of service, Pullman went on, and it would spare no expense in meeting that goal. Thank you for writing, he said, and if you ever have a similar problem — or any problem — do not hesitate to write again.
Enclosed with this letter, by accident, was the passenger's original letter to Pullman, across the bottom of which the president had written, "Sarah - Send this S.O.B. the bedbug letter."