WASHINGTON — Whether it’s a tooth crown that’s come loose, a splotchy paint job or an undelivered package, companies are more likely to right what’s wrong if a customer complains the right way.
“Don’t do it in a threatening manner,” said Checkbook.org’s executive editor Kevin Brasler. “No one responds well to hostility.”
Washington Consumer’s Checkbook details a number of strategies for how to complain and get results.
“It’s best actually to put most complaints in writing,” Brasler said. “If you can email your complaint, all the better.”
Make sure the company owner or manager is aware of your issue. Don’t exaggerate or make unreasonable demands. If a contractor, for example, renovates eight out of 10 items correctly, don’t expect half your money back, Brasler said.
“We actually strongly recommend that you use Facebook or Twitter,” Brasler said. “Most businesses, especially large businesses have entire staffs devoted to social media and addressing complaints quickly and promptly on social media.”
A number of area counties and D.C. have consumer protection offices.
“Montgomery County, Maryland, has one of the strongest consumer protection offices out there,” Brasler said. “They’re known nationwide as having a very strong consumer protection office.”
In Virginia and Maryland, the state consumer protection divisions are part of the attorney general’s offices.
If you’ve genuinely tried to resolve an issue with a company and have gotten no results you can dispute the charge with your credit card company and may get your money back.
“In the agreements that the businesses sign with the credit card companies, if (they) want to accept credit cards, (they) have to agree to certain things … One is, if somebody has a dispute they have to mediate the dispute,” Brasler said.
