Handling Consumer Disputes with Businesses

At one time or another, most people run into consumer disputes with businesses. Sometimes it is the company's fault, while other times there is just a miscommunication. Whatever the reason, consumers need to learn how to handle these disputes, and to ensure that they don't emerge from the battle with a monetary loss. In a perfect world, businesses would adhere to proper customer service strategies, but this is often far from the truth. Businesses are, after all, in existence to make money, and this can sometimes mean that a consumer is mistreated.

Use this guide to aide in disputes with businesses, whether large or small. You shouldn't be intimidated by the reputation or the legal resources that a business boasts because you have rights, and you shouldn't allow yourself to be a victim.

1. Keep Records

Each time that you talk with a customer service representative or even with the owner of a business, keep a log that lists the time, date, substance and resolution of the call. Always ask for the first name of the associate with whom you speak so that you can refer to the call later with specifics. Succinctly describe what was discussed during the call, and whether or not a resolution was reached.

Businesses expect that their customers will not be as meticulous as they are about recording calls and other forms of correspondence. They assume that if they keep track, they can take advantage of the customer at a later date. Also, if the problem were to reach a court room, your case will be less convincing if you don't have these records.

2. Start a File

Keep everything pertaining to the business, the problem and your correspondence in one place. When you receive a bill, file it away, whether it pertains to the actual problem or not. Keeping a paper trail is one of the most important aspects of winning the dispute, and if you have to search for pertinent papers everytime you get on the phone, you will be more likely to lose your cool and to forget what you called to say.

3. Have a Purpose

Before you call the customer service line or the business itself, organize your thoughts and plan out exactly what you want to say. If you don't, you may forget during the course of your conversation. A well-thought-out plan will keep you on track. And even if you don't mean to, you may get overly emotional while on the phone. Consumer disputes are the fire for anger and heated conversations, which may serve to take you off the track of your intended path. Stay focused during the conversation, and don't let double-talk distract you.

4. Demand Action

Many times, an associate will tell you that they've "launched an investigation" about which you should hear in 30-45 days. If you hear this, explain that it isn't good enough. Tell the associate that you don't appreciate being set on the back burner, and that you demand to reach a resolution now so that you can plan for future needs. If you have to file a law suit, let them know that you will, but that you want to hear their answer now.

5. Ask to Speak With a Supervisor

If you aren't getting anywhere with a customer service representative, ask to speak to their supervisor. Let them know that you are dissatisfied with their ability to assist you, and that you'll need to speak with someone who can offer answers. If the associate balks at this suggestion, let them know that you will be calling back and that you will be complaining about their service. All of this might seem harsh, but customer service reps are trained to handle customers just like you, and they will do whatever is in the best interests of the company.

6. Ask If They Have a Complaint Department

Smaller businesses won't have one, but if you are dealing with a corporation, such as a utility company, they will have a complaint department. Let them know that you will be registering a complaint, and that you will be including the names of people you've spoken with. This should be enough to spurn action, but if it isn't, the following step will serve to back it up.

7. Report the Problem to the BBB

The Better Business Bureau (BBB) is one of the first places you should go with an unsolved consumer dispute. The agents at the BBB will investigate the problem for you and do whatever they can to help resolve the issue. Businesses and corporations do not want to have a negative report with the BBB because it reflects poorly on their service. New consumers who might have been future customers will see the negative report and may decide to take their business elsewhere. Nearly 85% of all disputes reported to the BBB are solved.

8. Make Compromises

Although you should not back down so far that you lose money with the business, it helps to make compromises after you have stated your case. If they agree to give you a refund, but only in the capacity of store credit, you might want to accept. Using the money for store credit will be less costly than hiring a lawyer and pursuing legal retribution. Sometimes, situations cannot be completely one, and you must learn to act in your own self interest, even if it means that you do not entirely "win."

9. Write a Letter

If the above has not worked, write a formal letter to the President/CEO/COO of the company explaining the problem. Include copies of receipts or bills that substantiate your case, and request immediate action. Most heads of companies do read their mail, and will respond personally to a forcefully written letter. Let them know that if action is not taken, they will lose your business and that of everyone else you talk to.

10. File a Law Suit

Sometimes only filing a law suit will elicit the desired reaction. Most businesses assume that consumers will not go so far as to actually file a law suit against them, and when they see that you are serious about the situation, they might be more inclined to negotiate. If not, then you might have to go through with the law suit, assuming that the end result will be worth the effort, cost and time needed to pursue legal action.

There are no guarantees when it comes to consumer disputes, but in the interest of saving other customers the headache you are feeling, be responsible about maintaining what is yours and keeping businesses from getting away with negligible or immoral practices.