Complaining Effectively
Save all purchase-related paperwork in a file. Include copies of sales receipts, repair
orders, warranties, canceled checks, contracts, and any letters to or from the company.
When you have a problem:
* Contact the business that sold you the item or performed the service.
Calmly and accurately describe the problem and what action you would like taken.
* Keep a record of your efforts to resolve the problem. When you write to the
company, describe the problem, what you have done so far to try to resolve it and what
solution you want. For example, do you want your money back, the product repaired or the
product exchanged?
* Allow time for the person you contacted to resolve your problem. Keep notes of the name
of the person with whom you spoke, the date, and what was done. Save copies of all letters
to and from the company.
Don't give up if you are not satisfied.
* Contact the company headquarters if you have not resolved your problem at the local
level. Many companies have a toll-free 800 number. Look for it on package labeling,
in a directory of 800 telephone numbers (available at your local library), by calling
800-555-1212 (toll free) or by referring to the many corporate consumer contacts. Address
your letter to the consumer office or the company's president.
Whom To Contact
* Check the product label or warranty for the name and address of the manufacturer.
* If you need additional help locating company information, check the reference section of
your local library for the following books: Standard & Poor's
Register of Corporations, Directors and Executives;
tandard Directory of Advertisers; Trade Names Dictionary; and
Dun Bradstreet Directory.
* If you have the brand but cannot find the name of the manufacturer, the Thomas
Register of American Manufacturers lists the
manufacturers of thousands of products.
Check your local library.
* Each state has an agency (possibly the corporation commission or secretary of state's
office) that provides addresses for companies incorporated in that state.
Remember, do business with a company you will be able to find later. It might be difficult
to find companies in other states or those listing post office boxes as addresses. Even if
you have an address, it might be only a mail drop, so be sure you know where the company
you are doing business with is
located physically.
What To Say
* Include in the letter your name, address, home or work telephone numbers, and account
number, if any.
* Make your letter brief and to the point. Include the date and place you made the
purchase, who performed the service, such information about the product as the serial or
model number or warranty terms, what went wrong, with whom you have tried to resolve the
problem, and what you want done to correct the problem.
* Use the sample consumer complaint letter following as a guide.
* Include copies, not originals, of all documents.
* Be reasonable, not angry or threatening, in your letter. Type your letter, if possible,
or make sure your handwriting is neat and easy to read.
What To Do Next
* Keep a copy of your complaint letter as well as all letters to and from the company.
* You might want to send your complaint letter with a return receipt requested. This will
cost more, but it will give you proof that the letter was received and will tell you who
signed it.
* If you feel you have given the company enough time to resolve the problem, send a copy
of your letter to, or file a consumer complaint with, your local or state consumer
protection agency; such specific state agencies as banking, insurance and utilities; or
local Better Business Bureau. Include information
about what you have done so far to try to resolve your complaint. If you think a law has
been broken, contact your local or state consumer protection agency right away.
Sample Complaint Letter
(Your Address)
(your City, State, ZIP Code)
(Date)
(Name of Contact Person, if available)
(Title, if available)
(Company Name)
(Consumer Complaint Division, if you have no contact person)
(Street Address)
(City, State, ZIP Code)
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name of the product with serial
or model number or service performed) at (location, date and other important details of
the transaction).
Unfortunately, your product (or service) has not performed well (or the service was
inadequate) because (state the problem). I am disappointed because (explain the problem:
for example, the
product does not work properly, the service was not performed correctly, I was billed the
wrong amount, something was not disclosed clearly or was misrepresented, etc.).
To resolve the problem, I would appreciate your (state the specific action you want -
money back, charge card credit, repair, exchange, etc.) Enclosed are copies (do not send
riginals) of my records (include receipts, guarantees, warranties, canceled checks,
contracts, model and serial numbers, and any other documents).
I look forward to your reply and a resolution to my problem, and will wait until (set a
time limit) before seeking help from a consumer protection agency or the Better Business
Bureau. Please contact me at the above address or by phone at (home and/or office
numbers with area codes).
Sincerely,
(your name)
Enclosure(s)
cc: (reference to whom you are sending a copy of this letter, if anyone)
Keep copies of your letter and all related documents
