Benefits with Commonwealth of Virginia Members

File a Consumer Complaint: Part 1

Even the savviest consumer has problems with a product or service at one time or another. It is your right to complain if you have a genuine consumer problem. It is also your responsibility. A problem cannot be fixed if no one knows it exists. Here are the basic steps to file a consumer complaint:

1. Gather your paperwork related to the purchase (e.g., receipts, contracts, warranties, order confirmation).
2. Write, call or email the seller (e.g., corporate offices, consumer affairs departments).
3. If resolving it with the seller is not successful, contact any third parties (e.g., dispute-resolution services, consumer-protection offices, industry regulators).
4. Take legal action if the above steps do not work.

Contact the seller.

The first step in resolving a consumer problem is contacting the seller. You can solve most consumer problems by talking to a local salesperson or representative. If this fails, try going higher up to the national headquarters of the seller or the manufacturer of the item.

Many companies have a special customer relations or consumer affairs division whose primary function is solving consumer problems. You can often contact this division through a toll-free number, postal mail, online form or contact information listed on the product label or warranty. If this is not the case, here are other avenues:

• Check a consumer directory (e.g., from the FTC, https://www.ftc.gov/) for the contact information of several hundred corporations.
• Visit the company's website and look for a "Contact Us," "About Us," Customer Service" or "Privacy Policy" link.
• There are several online directories you can visit to see whether the company has a toll-free number listed. Some examples include http://www.inter800.com/, https://www.tollfreenumber.org/directory/ and https://www.800-numbers.net/.
• Ask your local librarian to assist you. Most public libraries have reference books with corporate contact information.
• As you do your search, keep in mind that the name of the manufacturer or parent company is often different from the brand name. ThomasNet, an online database of manufacturers, may be helpful (http://www.thomasnet.com/).
• With each person you contact, calmly and accurately explain the problem and what action you would like to be taken. A written letter is a good strategy, because you will have a record of your communication with the company. You can download a sample letter here: https://www.usa.gov/complaint-letter.
• Be brief and to the point. Note all important facts about your purchase, including what you bought, serial or model numbers, the name and location of the seller, and when you made the purchase.
• State exactly what you want done about the problem and how long you are willing to wait for a response. Be reasonable.
• Don't write an angry, sarcastic or threatening letter. The person reading your letter probably was not responsible for your problem but could be very helpful in resolving it.
• Send your letter by certified mail or request delivery confirmation.
• Include copies of all documents regarding your problem. Keep the originals.
• Provide your name, address and phone numbers. If an account is involved, be sure to include the account number.
• Keep a record of your efforts to contact the seller; include the name of the person with whom you spoke and what was done, if anything. You should also keep a record of the dates and times of your contact.
• If you use a company's online complaint form, print the screen or take a screenshot before you click "submit" so that you have a record of your complaint.

Contact third parties.

Don't give up if you are not satisfied with the seller's response to your complaint. Once you have given the seller a reasonable amount of time to respond, consider filing a complaint with one or more of these outside organizations:

• State or local consumer protection offices (https://www.usa.gov/state-consumer) — These government agencies mediate complaints, conduct investigations and prosecute those who break consumer laws.
• State regulatory agencies that have jurisdiction over the business — For example, banking (https://www.csbs.org/about/what/pages/directory.aspx), insurance (http://www.naic.org/state_web_map.htm), securities (http://www.finra.org/investors/state-securities-regulators) and utilities (http://www.nawc.org/state-utility-regulation/) are regulated at the state level.
• State and local licensing agencies — Doctors, lawyers, home improvement contractors, auto repair shops, real estate agents, debt collectors and child care providers are required to register or be licensed. The board or agency that oversees this process may handle complaints and have the authority to take disciplinary action. Your state or local consumer protection office (see website above) can help you identify the appropriate agency.
• Better Business Bureau (https://www.bbb.org/) — This network of nonprofit organizations supported by local businesses tries to resolve buyer complaints against sellers. Records are kept on unresolved complaints as a source of information for the seller's future customers. The umbrella organization for the BBBs assists with complaints concerning the truthfulness of national advertising and helps to settle "lemon law" disputes with automobile manufacturers through the BBB AUTO LINE program (https://www.bbb.org/autoline/).
• Trade associations — Companies that sell or produce similar products or services often belong to an industry association that will help resolve problems between its members and consumers. One register can be found here: https://www.standardsportal.org/usa_en/resources/trade_associations.aspx.
• National consumer organizations — Some of these organizations assist consumers with complaints. One list can be found here: http://www.infoplease.com/ipa/A0002120.html.
• Media programs — Local newspapers, radio stations and television stations often have action lines or hotline services that try to resolve consumer complaints they receive. Call for Action Inc. (http://callforaction.org/) is a nonprofit network of consumer hotlines that educate and assist individuals with consumer problems.