How to effectively complain to businesses when something goes wrong

It happens even to the savviest consumers. Despite thorough research and careful planning, things go wrong.

The supposedly repaired washing machine is again inoperative, and the repair person says it’s a new problem (it’s not). The crown falls out of your tooth after only four months of chewing. Most of us gripe about service headaches to people we know, but we seldom complain to the company that dropped the ball — studies show it’s as few as one out of four consumers. And many who do complain to businesses do so ineffectively.

A lot of consumers remain silent because it seems like too much trouble to complain or they want to avoid a confrontation. Others don’t complain because they think it won’t help — the warranty expired a week ago so the store won’t do anything. But telling a company, especially a reputable company, that things didn’t go well usually produces good results. The trick is to complain competently, and to diligently follow up.

The first step is to make sure the company’s owner or manager knows you are dissatisfied. Even if the employees you dealt with know you’re unhappy, that information might not reach someone who has the authority — and cares enough about customer service — to put things right.

When you complain, state the facts as you view them, why you feel entitled to relief, and how the company can make amends. Make your request reasonable. For example, don’t ask for a full refund on a home improvement project if four out of five tasks were performed correctly.

Use firm language but avoid threats; no one responds well to hostility. Even if you believe you were intentionally cheated, don’t utter words such as crook, criminal, incompetent, or worse.

If your complaint involves a product that you bought or was installed, contact the manufacturer. Even if your problem did not result from a manufacturing defect, the company may want to settle your claim rather than risk your ill will. Call the company and obtain an email address or phone number for the company’s CEO or president. Although the company’s top executive is unlikely to handle your complaint personally, his or her staff is likely to get it to someone in the company who can help you and who is more likely to respond to a request that comes from the top.

Another option is to post your complaint and your desired resolution on Facebook or X and tag the company. This forces the company to decide whether it wants to gain good or bad publicity from your dispute. Many companies, particularly national ones, have staff who monitor social media websites to resolve complaints quickly and show that the company is responsive to its customers.

If you paid using a credit card, the federal Fair Credit Billing Act and the policies of credit-card issuers provide enormous leverage by allowing you to withhold payment for goods and services you believe are defective or not delivered as promised. After you’ve tried unsuccessfully to resolve the matter with the service provider, contact your credit-card bank to dispute the charge (you usually can do this even if you’ve already paid the bill).

Once you’ve requested this “charge-back,” your credit-card bank will place a hold on the disputed charge and investigate. The service provider can protest the charge-back, but sellers rarely successfully reverse charge-backs if the customer has returned (or tried to return) the goods or can document the service defect.

Another option is to file a complaint with a government consumer agency. Consumer protection offices in each state have legal authority over many types of businesses. In Delaware, contact the Fraud and Consumer Protection Division (302-577-8600); in New Jersey, contact the Division of Consumer Affairs (800-242-5846); and in Pennsylvania contact its Bureau of Consumer Protection (800-441-2555).

The matter might be resolved via phone or email, but the office may also perform inspections, gather evidence from third parties, do legal or technical research, or mediate the dispute. Staff might do more than resolve your complaint; they might get the merchant to agree to change business practices and/or provide relief to additional aggrieved consumers, or they might force the business to pay penalties.

Private agencies such as the Better Business Bureau might also help you. But government agencies have the force of law behind them. Governments can conduct formal investigations and use law enforcement tools such as subpoena power to obtain the facts that will help them negotiate a settlement on your behalf. Government consumer offices can pursue legal action if evidence shows the merchant has violated the law. And the staff of government agencies are more likely to negotiate on your behalf than are mediators with private and voluntary programs.

If you still can’t resolve your complaint, you may be able to bring an action in small claims court. Most courts have legal advisers to help you prepare your case.

Delaware Valley Consumers’ Checkbook magazine and Checkbook.org is a nonprofit organization with a mission to help consumers get the best service and lowest prices. We are supported by consumers and take no money from the service providers we evaluate. Through special arrangement, Inquirer readers can access all of Checkbook’s ratings and advice free through Feb. 5 via Checkbook.org/Inquirer/Complain.