Here's how to handle business complaints
By Marshall Loeb
MarketWatch
NEW YORK — If you're the recipient of a shoddy product or sloppy service, trying to get your complaint heard may make you feel like you're running on a hamster wheel.
Consumer Reports offers these tips to guide you in finding recourse for your troubles:
One way to locate time-pressed executives is to check annual reports or other financial filings, which public companies often post online. Then, describe your problem briefly and clearly and explain that you would like to remain a customer.
Even if your complaint gets bucked down to an underling, chances are it will garner more attention when it comes from the chief executive's office.
If your complaint involves large sums of money, it's usually wise to lodge your gripe with the attorney general of the state where you live, as well as where the company is located. The National Association of Attorneys General (www.naag.org) can help you locate the right office.
To find other city, county, or state consumer-protection agencies, go to www.ConsumerAction.gov.
Go to www.pueblo.gsa.gov/complaintresources.htm for a list of agencies by topic.
Other such groups are the American Moving and Storage Association (www.moving.org), the National Funeral Directors Association (www.nfda.org), and the American Society of Travel Agents (www.astanet.com/about/consumercomplaint.asp).
Consider filing your case in small-claims courts, which normally handles cases between $1,500 and $25,000.
Sometimes simply sending the company a letter threatening a lawsuit will motivate the firm to resolve the issue.
