An Introduction.

Like you, I am a consumer and consider myself well-educated in consumer affairs. One of my favorite publications has always been Consumer Reports. Their reporting and pro-consumer bent is unequaled in this country. Just recently, I learned that Procter and Gamble has been decreasing the volume and content of their products and charging you the same or more for them. Thanks, Consumer Reports.

Over the years, I have gotten good at complaining to companies when I feel I have been wronged. For the most part, these complaints have been resolved to my satisfaction. I, however, am occasionally stumped and frustrated when I encounter a company that will not live up to their promises, or even more, likes to “stick it to” the consumer.

I will use this blog to share my personal experiences and share some rules that I’ve developed when you feel the need to “escalate” your case, if you don’t get what you want.

First, I will list my rules that I ask that you follow when you come across a corporate situation that is not resolved to your liking. I would also recommend that you follow my suggested order in terms of making your complaint. Here they are, followed by an explanation:

1) Complain to the supervisor/manager (3 out of a possible 4 in terms of effectiveness)

a) DOCUMENT all your interactions with such supervisor (and from now on)
b) DOCUMENT all your interactions with all company representatives

2) File a BBB report (3 out of 4)

3) File an state attorney general complaint (and FTC complaint) (2 out of 4)

4) Publicize your case with the local media (1 out of 4)

5) Post your case in online consumer websites like Planet Feedback, the Ripoff report and others (1 out of 4)


1. Complain to supervisor/manager and DOCUMENT your interactions: This is really the first step you should take. You should always take the assumption that you will not get what you want. That way, if you want to “escalate” your case further, you can tell others what it is you were told, at what time, tone of voice of the representatives etc. If you want to fight this case later, you will come across as more professional if you recount dates and times of your interactions with their personnel. Get the customer service reps name, get the managers name, write down what you were told, note the time, etc.

In terms of effectiveness, I rate this as a 3 out of 4. Managers are usually much better at customer service relations that lower level staff. I’ve found that if you present your case in an honest, forthright way, you will usually get what you want.

2. File a BBB report: I’ve also found that businesses hate to have a bad Better Business Bureau report filed on them. Filing it is free at https://odr.bbb.org/odrweb/public/GetStarted.aspx. When filing it with a national company, you sometimes have to look up their home state or city. I’ve had many a case where I’ve been complaining to a company’s reps without getting anywhere, then as soon as I file a BBB complaint, I get a call or letter from the corporate headquarters giving me all I want.

In terms of effectiveness, I rate this as a 3 out of 4. Maybe businesses are in competition with each other as to how low a number of BBB complaints are on file against them. I don't know, but this strategy seems to work.

3. File a state attorney general complaint: Google to find out your state attorney general. This is not as effective as filing a BBB complaint because 1) you are dealing with usually lazy state government employees and 2) state attorney generals are sometimes political hacks that depend on corporate interests to fuel their re-elections.

Getting someone in the government to do anything is pretty hard. You’ve got to find that rare gem of a person that believes in helping the taxpayer and will take your case. But it can be hard. For example, what do you think your chances of getting the Arkansas Attorney General to take action against Walmart or Tysons chicken? Pretty nil, in my opinion. You should also file a complaint with the Federal Trade Commission (FTC). This is a federal agency that takes most type of complaints, but not all. You can do this at their website at http://www.ftc.gov/.

In terms of effectiveness, I rate this as a 2 out of 4. You’ve got to do this because many a big company has been brought down by some state attorney general finally taking action against them. Also, the media always checks the attorney general's office to see how many complaints have been filed on a company their investigating.

4. Publicize your case with the local media: This will get you what you want, but the problem is finding a local media personality or newspaper writer that will help. I love it when the TV cameras chase a manager for wronging a customer. However, many cities don’t have a dedicated consumer reporter, and when they do have one, the reporter can only do a limited number of stories per week, month or year.

In terms of effectiveness, I rate this as a 1 out of 4. If they run your story, you’ll get what you asked for, and then some, like a bouquet of flowers delivered on bended knee (wow!). But don’t get your hopes up that they’ll send a TV crew to your house after you've left them a message.

5. Post your case in online consumer websites like Planet Feedback, the Ripoff report and others: These are some sites that promise to help the consumer when they take on a corporate titan. The problem is that the companies hardly ever look at these sites. As long you’ve come this far, you might as well do one, but don’t get your hopes up. http://www.planetfeedback.com/ http://www.ripoffreport.com/

In terms of effectiveness, I rate this as a 1 out of 4. I’ve posted my complaints on these sites, but to be honest, I’ve never had a complaint resolved through them. Maybe I should change my rating to .5 out of 4 stars for this one, ha-ha.

The fool-proof strategy: Sorry, but I have never come across a method that I would rate 4 out of 4. Maybe one day. We can dream, can't we!?