Or, Any Business That Doesn’t Fulfill Their Promises
I’ve owned and operated many car dealerships for more than a half-century. I’ve also been a consumer advocate, advising car buyers and owner for past 25 years. It’s safe to say that I’ve personally heard and responded to more car buyers’ and owners’ complaints than almost anybody. Of course, like you, I’m also a consumer who has had to complain about bad treatment by businesses. If you don’t know about me, just Google “Earl Stewart” or check out my blog at www.EarlOnCars.com. I can unashamedly and immodestly say that I’m a bonified expert on how to complain effectively to get what you’re entitled to when wronged by a business. Here are some simple rules to follow:
- Never, ever lose your temper. Losing your temper lessens the likelihood that you’ll have your problem resolved by at least half. It may have worked for you in the past, but you’ll never know how many disputes that you lost that would have been resolved had you not “blown your stack”. Shouting and name calling might “feel good” in the short run, but you need to ask yourself which is more important…feeling good about telling somebody off or getting your complaint resolved ASAP. Remember that the person you’re shouting at might not be the one responsible. Also, remember that most people react to verbal abuse the same as you…they return “tit for tat”.
- Keep your complaint as short and factual as possible. If you complain verbally, you should always accompany this in writing…text, email, or a letter if you’re not good with texts and emails. Leave out the “fluff” and emotion. Twenty-five words or less is great, if you can include all the important facts. Too many paragraphs and pages lessen the likelihood your complaint will be addressed promptly and completely. Copy all of those involved. For example, if you just bought a car, inform the salesman and copy the sales manager, general manager, owner and manufacturer.
- Keep your complaint as positive as possible. If you’ve always had good experiences in the past, let them know it. If the dealership is highly recommended and has a good reputation, tell them that. Don’t demand but ask for help. The people reading or listening to your complaint are a lot like you…they feel better about helping someone that’s pleasant and treats them with courtesy and respect.
- Don’t threaten the car dealership. How do you react to threats? Most businesses feel the same way. Telling a car dealership, at this stage of the complaint that you’ll sue them, blast them on Facebook-Twitter-Instagram, or picket them in front of the dealership with a sign is counterproductive. No one wants to be forced to backdown when threatened. Businesses don’t need to be reminded what “can happen” if they don’t do the right thing, “rattling their cage” isn’t necessary and, in fact, works against you.
- Take the complaint up the ladder as high as necessary. Be sure that the “managers” you complain to are real managers and not just carrying a title or claiming to be a manager. For example, car dealers often call their commissioned service salesmen “Assistant Service Managers”. If at first, you don’t succeed, go to the supervisor of the department that caused your problem. After that, take your complaint to the general manager of the dealership. If that doesn’t work, go to the owner. Complaining to the auto manufacturer can be helpful in getting the attention of the dealership’s owner. The manufacturer always lets the owner and general managers know of complaints they receive.
- When all the above fails, you pull out the stops…”no more Mr. Nice Guy”. Contact the state department of motor vehicles, the state attorney general, or the state office of consumer affairs. The last resort is to hire a lawyer that specializes in suing car dealers. Find a lawyer that will take your case on contingency with no out-of-pocket costs unless you win the lawsuit.