Sample Complaint Letter

Sample Complaint Letter

(Your Address)
(Your City, State, ZIP Code)
(Date)

(Name of Contact Person, if available)
(Title, if available)
(Company Name)
(Consumer Complaint Division, if you have no contact person)
(Street Address)
(City, State, ZIP Code)

Dear (Contact Person):

Re: (account number, if applicable)

On (date), I (bought, leased, rented, or had repaired) a (name
of the product with serial or model number or service performed) at
(location, date and other important details of the
transaction).

Unfortunately, your product (or service) has not performed well (or
the service was inadequate) because (state the problem). I am
disappointed because (explain the problem: for example, the product
does not work properly, the service was not performed correctly, I
was billed the wrong amount, something was not disclosed clearly or
was misrepresented, etc.).

To resolve the problem, I would appreciate your (state the
specific action you want - money back, charge card credit,
repair, exchange, etc.). Enclosed are copies (do not send
originals) of my records (include receipts, guarantees,
warranties, canceled checks, contracts, model and serial numbers,
and any other documents).

I look forward to your reply and a resolution to my problem, and
will wait until (set a time limit) before seeking help from a
consumer protection agency or the Better Business Bureau. Please
contact me at the above address or by phone at (home and/or office
numbers with area codes).

Sincerely,
(your name)

Enclosure(s)
cc: (reference to whom you are sending a copy of this letter, if
anyone)



Consumer Tips

This section contains a number of suggestions to help you become a
smarter consumer. It includes tips on how to buy a car, avoid
fraud and protect your privacy.

Remember to check with your local consumer protection office and
Better Business Bureau for other consumer information on a
variety of topics. Their addresses and phone numbers are listed on
pages 70 and 63, respectively.

Car Repair, Purchase, Renting and Other Concerns

Car Repair

o Choose a reliable repair shop recommended to you by family or
friends or an independent consumer rating organization. Check out
the repair shop's complaint record with your state or local
consumer protection office or Better Business Bureau.

o When you take the car to the shop, describe the symptoms. Don't
diagnose the problem.

o Get more than one estimate. Get them in writing.

o Make it clear that work cannot begin until you have authorized
it. Don't authorize work without a written estimate, or if the
problem can't be diagnosed on the spot, insist that the shop
contact you for your authorization once the trouble has been found.


o Don't sign a blank repair order. Make sure the repair order
reflects what you want done before you sign it.

o Is the repair covered under warranty? Follow the warranty
instructions.

o Ask the shop to keep the old parts for you.

o Get all warranties in writing.

o Some car manufacturers might be willing to repair certain
problems without charge even though the warranty has expired.
Contact the manufacturer's zone representative or the dealer's
service department for assistance.

o Keep copies of all paperwork.

Some states, cities and counties have special laws that deal with
auto repairs. For information on the laws in your state, contact
your state or local consumer protection office.

Buying A Used Car

o Check newspaper ads and used car guides at a local library so
you know what's a fair price for the car you want. Remember,
prices are negotiable. You also can look up repair recalls for car
models you might be considering.

o Call the Auto Safety Hotline at 1 (800) 424-9393 to get recall
information on a car. Authorized dealers of that make of vehicle
must do recall work for free no matter how old the car is. o
Shop during daylight hours so that you can thoroughly inspect the
car and take a test drive. Don't forget to check all the lights,
air conditioner, heater and other parts of the electrical system.

o Do not agree to buy a car unless you've had it inspected by an
independent mechanic of your choice.

o Ask questions about the previous ownership and mechanical
history of the car. Contact the former owner to find out if the
car was in an accident or had any other problems.

o Check with your local department of motor vehicles to find out
what you need in order to register a car.

o Ask the previous owner or the manufacturer for a copy of the
original manufacturer's warranty. It still might be in effect and
transferable to you.

o Don't sign anything that you don't understand. Read all
documents carefully. Negotiate the changes you want and get them
written into the contract.

o For information on recalls and safety issues, see page 10 under
new car sales.

Buying from a Private Individual

Generally, private sellers have less responsibility than dealers
for defects or other problems.

o Check with your state's motor vehicle department on what you
will need to register a vehicle.

o Make sure the seller isn't a dealer posing as an individual.
That might mean the dealer is trying to evade the law and might be
an indicator of problems with the car. Look at the title and
registration. Make sure the seller is the registered owner of the
vehicle.

o Ask the seller lots of detailed questions about the car. o
Have the car inspected by your mechanic before you agree to buy it.

Buying from a Dealer

Check the complaint records of car dealers with your state or local
consumer protection agency or Better Business Bureau. o Read the
"Buyers Guide" sticker required to be displayed in the window of
the car. It gives information on warranties, if any are offered,
and provides other information.

o In most states, used cars may be sold "as is." If the "as is"
box is checked off on the "Buyers Guide," you have no warranty. o
If the "warranty" box is checked off on the "Buyers Guide," ask for
a copy of the warranty and review it before you agree to buy the
car.

o Have the car inspected by your mechanic before you agree to buy
it.

o Some states have laws giving extra protection to used car
buyers. Contact your state or local consumer protection office to
find out what rights you might have.

o To order a free publication on buying a used car, contact the
Federal Trade Commission, Public Reference Section, 6th and
Pennsylvania Avenue, N.W., Room 130, Washington, DC 20580, (202)
326-2222.

Buying A New Car

o Evaluate your needs and financial situation. Read consumer
magazines and test drive several models before you make a final
choice.

o Find out the dealer's invoice price for the car and options.
This is what the manufacturer charged the dealer for the car. You
can order this information for a small fee from consumer
publications you can find at your local library.

o Find out if the manufacturer is offering rebates that will lower
the cost.

o Get price quotes from several dealers. Find out if the
amounts quoted are the prices before or after the rebates are
deducted.

o Keep your trade-in negotiations separate from the main deal.
o Compare financing from different sources, for example, banks,
credit unions and other dealers before you sign the contract. o
Read and understand every document you are asked to sign. Do not
sign anything until you have made a final decision to buy. o
Think twice about adding expensive extras, you probably don't need,
to your purchase, for example, credit insurance, service contracts
or rustproofing.

o Inspect and test drive the vehicle you plan to buy, but do not
take possession of the car until the whole deal,including
financing, is finalized.

o Don't buy on impulse or because the salesperson is pressuring
you to make a decision.

o The National Highway Traffic Safety Administration's Auto Safety
Hotline at 1 (800) 424-9393 (toll free) distributes recall and
safety information on used and new cars, trucks, motorcycles, motor
homes, child seats and other motor vehicle equipment; vehicle crash
test information; tire quality grading reports; child seat
registration forms; and other safety literature. You should report
all vehicle and child seat defect information to the Hotline (see
page 108).

o The Center for Auto Safety (see page 56) monitors auto
defects. To see if there is a pattern of repeated complaints on a
certain vehicle model, write the Center for Auto Safety, 2001 S
Street, N.W., Suite 410, Washington, DC 20009 and include the
vehicle make, model and year, and a self-addressed stamped
envelope.