“You blood-sucking, unethical leeches.” That is the start of a complaint we received in our office some years back. While it may have gotten the business manager’s attention, the tone was not entirely conducive to a reasoned discussion of the issues. And, over the years, customers and businesses have referred to each other as incompetent, liars, frauds, cheats, scammers, and worse.
Recently I discovered a “sample consumer complaint letter” on the website www.usa.gov. USA.gov tips for letting a company know you’re unhappy with them include the following:
• Remain calm. The person who can help [usually] didn’t cause the problem. (I insert the qualifier “usually” because once in a while, the employee the consumer is unhappy with turns out to be the owner. Or the owner’s spouse.)
• Don’t use an angry, threatening or sarcastic tone.
• State exactly what you want done about the problem.
• Document each step, and keep copies.
The Better Business Bureau encourages you to always try and work out your issues with a business directly before filing a complaint with us. If things aren’t getting resolved, you can file a BBB complaint by going to www.bbb.org. And, remember to Start with Trust by checking out a company before you decide to purchase.