Phoenix captain Annalie Longo insists complaints about the culture of the women's A-League came as a surprise to her.
Midfielder Chloe Knott abruptly quit the team last week citing pay concerns and then took to social media saying values no longer aligned with the club or current management.
Longo concedes there were some issues she and Knott discussed pre-season but thought they were resolved.
"A bit of a shock for us to find out the letter that got put out by Chloe and it's never nice to hear," Longo said.
"Obviously I look at myself first leading the group this season and so it's never nice to hear those things on social media."
Longo said she made sure she spoke to team members about Knott's comments.
"It was a challenge for me getting around the group and finding out how everyone was feeling and are there things I'm not aware about.
"The most important thing for me is making sure the culture and connection is there and I want people to feel a valued part of the group and have a voice."
Goalkeeper Rylee Foster said Knott's comments did affect the rest of the team and they felt "hurt and sad."
She said the culture and support at the club is some of the best she has experienced.
"I've played at Liverpool, I've played with Celtic and I've experienced the top of the top and the stuff that's going on here is better than what I've experienced there," she said.
The Canadian said what they do now is key for the future.
"We have the opportunity to lay a foundation for the generations to come and the history... and the future of this club.
"Yes I know wages could be higher and that's like any female in any industry, it's not just a Phoenix issue it's an A-League issue.
"Making sure that we're vocal about what we need, and want, but also being respectful and being aware of what's happening behind the scenes, and listening with two ears rather than speaking with just one mouth. That's what this is about."
The Phoenix are third on the women's table and host fourth placed Melbourne Victory in Porirua this weekend.