Making a Successful Complaint

We've all been disappointed by a company's products or services. The recent allegations against Best Buy suggest that some businesses will stoop to almost anything to maximize profits. Eight years ago, my cross-country move turned into a nightmare when a rented U-Haul broke down not once, but twice, and the replacement van they finally provided arrived with only one headlight working.

What should have been a three-day move turned into six, with accompanying lodging charges, and the friend who'd come along to help unpack barely made his return flight. Of course, trucks will break down, but after examining the repair log, it turned out the truck had not been inspected before the trip, and the oil line that blew twice had been repaired multiple times before.

When a company hasn't delivered, the first step is to gather complete records and information. In my case, that meant everything from receipts for oil to motel and restaurant receipts. It meant recording the dates and locations of every incident, as well as the location the truck was rented.

When making contact on a complaint, it's important to follow certain guidelines:

1. Have the information available on the damage you suffered as a result of the poor service or product, as well as an idea of what you'd consider a satisfactory remedy.

2. For any major purchase, make your initial complaint in writing and retain a copy. This will provide a dated record of your grievance.

3. Follow up on your written complaint with phone calls if you don't receive a response. Keep a dated log of your calls that includes the information you are given and the names of the employees who talk to you.

4. If you can't receive answers from your initial contact, ask to speak to a supervisor.

4. Be prepared to seek outside mediation if you don't receive satisfaction.

In my case, contacting U-Haul got me nowhere. Despite their headquarters being located in the city where I'd moved, for months no one returned my phone calls or letters. When someone finally did, they told me the U-Haul franchise that owned the rental location was responsible. Not surprisingly, U-Haul of South Carolina referred me back to corporate headquarters.

Finally I received an offer nowhere near what I considered adequate. So I filed a complaint with the Better Business Bureau. Not long afterwards, a BBB representative made an offer on behalf of U-Haul that included half the truck rental cost plus motel and food for the two nights we spent in Oklahoma City while waiting for the new truck to be loaded. The company even threw in the cost of movies I'd charged to the room and sent U-Haul gift certificates with the check. Understandably, I never used them.

It took me over five months to receive a fair settlement. Perseverance is the key to being compensated when a company wrongs you. Businesses count on consumers giving up after the first complaint. It took me nearly six months and a considerable time investment to get what I wanted. I wouldn't recommend going to these lengths for every purchase. But if you've spent a significant sum of money, as I had, getting satisfaction is well worth the time and effort.