101+ Complaint Letters That Get Results

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Overview

Do You Want Immediate Action?

Nothing motivates a company faster than a well-written complaint. Sure, a phone call can sometimes work-but how many people did you have to speak to first and how long were you on hold? 101+ Complaint Letters That Get Results tells you what you need to say, shows you how to say it and gets you the satisfaction you deserve.

With over 101 sample letters, many common concerns are ...

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More About This Book

Overview

Do You Want Immediate Action?

Nothing motivates a company faster than a well-written complaint. Sure, a phone call can sometimes work-but how many people did you have to speak to first and how long were you on hold? 101+ Complaint Letters That Get Results tells you what you need to say, shows you how to say it and gets you the satisfaction you deserve.

With over 101 sample letters, many common concerns are covered, including the following.
—Did your car salesman try to take you for a ride?
—Is your insurance company refusing to pay a bill?
—Are you finding errors on your credit card statements?
—Is someone else using your identity?
—Has your child been bullied in school?
—Were you bumped from a flight without appropriate compensation?

Most importantly, you will learn how to write an effective complaint letter for any situation. 101+ Complaint Letters That Get Results will put money back in your pocket and get you the satisfaction you deserve.

Product Details

  • ISBN-13: 9781572485631
  • Publisher: Sourcebooks, Incorporated
  • Publication date: 9/28/2006
  • Edition number: 2
  • Pages: 304
  • Sales rank: 449,598
  • Product dimensions: 7.00 (w) x 9.00 (h) x 0.78 (d)

Meet the Author

Janet Rubel is an Illinois attorney. She is a graduate of Washington University in St. Louis and Illinois Institute of Technology Chicago-Kent School of Law. She has practiced law for more years than she cares to admit.

Ms. Rubel has been an adjunct faculty member at Harper College teaching probate law for paralegals and John Marshall Law School teaching advanced appellate practice. She has won some notable cases in the Illinois Appellate Court that have attracted national attention.

Visit her website at: www.101complaints.org.

Read an Excerpt

Excerpt from 101+ Complaint Letters that Get Results

Writing an effective complaint letter is a skill that everyone needs to perfect in this fastpaced, impersonal society. Today, most people do not deal with the owners of the businesses that we patronize. Many stores are owned by large corporations headquartered hundreds or thousands of miles away. As big box stores and mergers and acquisitions gobble up local department stores and grocery stores, it becomes much less likely that people know the owners of the stores in their neighborhoods.

The need for an effective complaint letter is not limited to shopping problems. Certain complaints must be sent the old-fashioned way-in writing-in order to protect your legal rights. These problems include credit card disputes, banking mistakes, insurance disputes, landlord/tenant issues, and others. The careful consumer reads the fine print on all documents and sends the appropriate type of complaint letter in the required manner.

The beauty of sending a complaint letter is that you can have legal proof that you have sent the letter. It is difficult for a company to deny receiving your complaint letter when you can produce a certified mail receipt from the United States Postal Service.

If a certified letter is not required to present your complaint, it is still often a sound idea to spend the three or four dollars to send the letter.

Writing an effective complaint letter is not complicated. Follow the steps discussed in this chapter and you will be on your way to consumer assertiveness.

STEP ONE-GATHER ANY RELEVANT DOCUMENTS Relevant documents include receipts, sales contracts, warranties, extended warranties, insurance policies, and bills. Never throw these important documents away. Make photocopies of these documents to send with your complaint letter. You should never send the originals unless it is required. Always keep copies of any originals you have to send. If you have to send an original, send it via certified mail or registered mail.

STEP TWO-THINK Writing an effective complaint letter requires you to focus on the problem and the result you want to obtain. If you have an appliance that is under warranty, do you want it repaired or replaced? Have the expensive shoes you purchased at a department store with a limited return policy failed to withstand normal wear and tear after the required return date? Is your employer denying you family leave that you are entitled to under the law? Do you want your landlord to fix a problem in your apartment, or permit you to have it repaired and receive a credit on your next month's rent?

STEP THREE-WRITE A ROUGH DRAFT Do not send the first letter that comes to mind. Write a first draft. Read it over to make sure that you have described the problem and are clear about the result you want. Make sure your letter minimally includes your telephone number and address.

Try to engage the recipient of your letter in your problem. Use the model of, "I have a problem. Could you please help me?" Your first complaint letter on any topic should be reasonable and to the point. Be sure to thank the recipient for his or her help, even if you doubt that you will receive it.

Keep the letter brief-no more than one page. Break your letter into separate paragraphs. Double-space your letter if it is written on the computer. If you have to handwrite your letter, make sure your writing is legible.

Absolutely no foul language is allowed. Try not to use slang. Do not use a lot of exclamation points. Do not use emoticons (smiley faces) if you are drafting this on your computer. Check the spelling of your letter-do not rely only on the automatic spell checking software on your computer. Use a dictionary if you need to look up a word.
Be sure to use correct grammar.

If you never learned how to write a correct business letter (or have forgotten), then you need to use the letters in this book as a model, or get a good reference book from the library or bookstore. A business letter should contain a heading for you (name, address, and telephone number), the date of the letter, the address of the person or company to whom your complaint is directed, a notation to indicate what the letter is regarding, and the correct salutation. Salutations such as "Dear Sir," "Dear Madame," "Dear Ms.," or "To whom it may concern" are acceptable today.

You should try to determine who the correct person to send the complaint letter to is if it is not provided for you. This can be very difficult sometimes. Other times, it is as easy as picking up the telephone and calling the company. If the company is state regulated, check with the appropriate state licensing authority, such as the Department of Financial Institutions, secretary of state, or Department of Insurance.

STEP FOUR-WRITE THE FINAL DRAFT Read through your letter again. It is acceptable to express your unhappiness or disappointment with the product or service, but do not be emotional or hysterical. Be businesslike in your approach. Check your spelling, grammar, and tone.

Again, the letter should not exceed one page if possible. The reader will not pay attention to a lengthy letter. Remember that most large companies receive hundreds of pieces of correspondence each day. You do not want your letter to be tossed into the circular file.

STEP FIVE-SEND THE LETTER Do not send your letter through email as your sole method of communication. You may email your complaint letter to the appropriate person or department, as long as you send a hard copy via U.S. mail or an express delivery service. Be sure to use the correct mode of delivery for your complaint (if certified mail is required, then do not send it any other way). Enclose the relevant documents, and never send the originals unless you are required to do so. For more information on how to correctly note any inclusions, see page 8.

Table of Contents

How to Access the Letters on the Website
• Introduction -

Chapter 1: How to Write a Complaint Letter
• Step One-Gather Any Relevant Documents Step Two-Think Step Three-Write a Rough Draft Step Four-Write the Final Draft Step Five-Send the Letter Step Six-Follow Up Step Seven-Complain to the Appropriate Government Agency Step Eight-Take Legal Action Effective Letters Letter 1.1: Humorous Letter 1.2: Direct Letter 1.3: Legal Action

Chapter 2: Cars
• Lemon Laws Odometer Fraud Consumer Protection Insurance Financing Credit Life Insurance Taking Action-Step-by-Step Letter 2.1: Lemon Laws-Rescind the Sale Letter 2.2: Lemon Laws-Replacement of Vehicle Letter 2.3: Defective New Car-Request for Better Business Bureau Arbitration Letter 2.4: Odometer Fraud on Used Car Letter 2.5: Odometer Fraud; Second Letter to Dealership Letter 2.6: Odometer Fraud; Follow-Up to Manufacturer Letter 2.7: Insurance Claim-Repairs Made with Used Parts Letter 2.8: Insurance Claim-Nonpayment; Follow-Up to Insurance Company Letter 2.9: Complaint to Dealer Regarding Hybrid Vehicle Repair Service Letter 2.10: Credit Life Insurance Assessed on Car Loan

Chapter 3: Computers
• Defective Computer Merchandise Internet Service Internet Crimes Online Purchases Spam Taking Action-Step-by-Step Letter 3.1: Defective Computer Letter 3.2: Defective Merchandise-Computer Incompatibility Letter 3.3: Defective Merchandise-Incompatible Software Letter 3.4: Internet Service-Lack of Security Letter 3.5: Internet Crime-Stolen Information Letter 3.6: Spam Letter 3.7: Internet Service Provider-Spam Problem Letter 3.8: Internet Service Provider-Cancel Service; Second Letter Letter 3.9: Spam-Violating State Law Letter 3.10: Internet Advertiser-Delete Name from Email List Letter 3.11: FTC-Internet Advertiser Refuses to Remove Name from List Letter 3.12: Online Purchase-Shipment Not Received Letter 3.13: Online Purchase; Second Letter

Chapter 4: Employment
• Discrimination Equal Pay Sexual Harassment Family and Medical Leave Act Employee Records Members of the Military Taking Action-Step-by-Step Letter 4.1: Racial Discrimination-Human Resources Letter 4.2: Religious Discrimination-Direct Supervisor Letter 4.3: Unequal Pay Letter 4.4: Accommodations for Disability Letter 4.5: Failure to Accommodate Disability; Follow-Up to Manager Letter 4.6: Age Discrimination Letter 4.7: Sexual Harassment; Follow-Up to Human Resources Manager Letter 4.8: Paternity Leave Request; Follow-Up to Human Resources Letter 4.9: Notice to Employers-Unpaid Family Leave of Absence Letter 4.10: Review Employment Record Letter 4.11: Employee's Statement to be Added to Employment Record Letter 4.12: Notice to Employer-Return from Active Duty

Chapter 5: Finances
• Credit Cards Debit Cards Collecting a Debt Credit Reports Insurance Bills Investments Members of the Military Taking Action-Step-by-Step Letter 5.1: Credit Card Company-Dispute Charge Letter 5.2: Credit Card Company-Dispute Charge; Second Letter Letter 5.3: Credit Card Company-Error on Statement Letter 5.4: Credit Card Company-Late Charge Assessed Letter 5.5: Credit Card Company-Unauthorized Use After a Divorce Letter 5.6: Bank-Unauthorized Transaction on Debit Card Letter 5.7: Bank-Debit Card Used to Empty Checking Account Letter 5.8: Dispute with Bank-Unauthorized Use of Debit Card Letter 5.9: Dispute with Collection Agency-Alleged Debt Letter 5.10: Collection Agency-Disputing Alleged Debt; Second Letter Letter 5.11: Credit Agency-Negative Credit Report Letter 5.12: Credit Agency-Errors in Credit Report Letter 5.13: Insurance Billing Error Letter 5.14: Insurance Billing Error; Second Letter Letter 5.15: Liquidation of Brokerage Account Letter 5.16: Liquidation of Brokerage Account; Follow-Up to Securities Exchange Letter 5.17: Securities Exchange Commission-Reporting Brokerage Violations Letter 5.18: Credit Card Company-Reduction in Interest Rate due to Military Service

Chapter 6: Identity Theft and Computer-Based Fraud
• Identity Theft Phishing Pretexting Stolen Purses, Briefcases, and Luggage Patients Victimized Taking Action-Step-by-Step Letter 6.1: Reporting Theft to Credit Card Company Letter 6.2: Asking Police Department to File Theft Report Letter 6.3: Reporting Identity Theft to Federal Trade Commission Letter 6.4: Bank-Failure to Notify of Stolen Financial Information

Chapter 7: Health
• Health Insurance Portability and Accountability Act Billing Errors Prescription Drug Refusal Denial of Coverage Uninsured Patient Hospitals Nursing Homes Health Care Powers of Attorney and Living Wills Pharmacy or Prescription Complaints Fair Debt Collection Practices Act Taking Action-Step-by-Step Letter 7.1: Doctor's Office-Violation of Privacy Letter 7.2: Doctor's Office-Violation of Privacy; Second Letter Letter 7.3: Department of Health-Violation of Privacy; Follow-Up Letter Letter 7.4: Health Insurance-Billing Error Letter 7.5: Health Insurance-Refusal of Prescription Drug Letter 7.6: Health Insurance-Refusal of Prescription Drug; Second Letter Letter 7.7: Health Insurance-Claims Clerk Error Letter 7.8: Health Insurance-Denial of Coverage Letter 7.9: Hospital-Uninsured Patient Letter 7.10: Collection Agency-Cease Contact Letter 7.11: Hospital-Unclean Facilities and Poor Care Letter 7.12: Nursing Home-Lack of Acceptable Care Letter 7.13: Hospital-Life Support for Relative Letter 7.14: Hospital-Power of Attorney for Health Care Letter 7.15: Mail Order Pharmacy-Dispute Charges and Services

Chapter 8: Home
• Housing Discrimination Security Deposits Safety Conditions Private Mortgage Insurance (PMI)
Home Improvement Do Not Call Registry Servicemembers' Civil Relief Act Taking Action-Step-by-Step Letter 8.1: Tenant Injured on Rental Property Letter 8.2: Carpet Company-Contract Terms Not Honored Letter 8.3: Cable Company-Missed Appointment Letter 8.4: Utility Company-Failure to Mark Utilities Letter 8.5: Real Estate Company-Discriminatory Practice (Race)
Letter 8.6: Rental Company-Refusal to Rent (Children)
Letter 8.7: Property Management Company-Return of Security Deposit Letter 8.8: Bank-Cancel Private Mortgage Insurance Letter 8.9: Bank-Cancel Private Mortgage Insurance Letter 8.10: Business-Junk Faxes Letter 8.11: Company-Remove Customer from Call List Letter 8.12: State Do Not Call Registry-Report Violation Letter 8.13: Federal Do Not Call Registry-Report Violation Letter 8.14: Mortgage Company-Reduce Mortgage Interest Rate for Military; Second Letter

Chapter 9: School
• Individuals with Educational Disabilities Act Section 504 of the Rehabilitation Act of 1973
Bullying Taking Action-Step-by-Step Letter 9.1: Principal-Needs of Diabetic Student Letter 9.2: Principal-Screening Child for Learning Disability; Follow-Up Letter Letter 9.3: Principal-Need to Develop Education Plan; Second Letter Letter 9.4: Principal-Child's Right to Individualized Educational Evaluation Letter 9.5: Principal-Bullying of Child Letter 9.6: Principal-Bullying of Child; Second Letter Letter 9.7: Superintendent of Schools-Bullying of Child; Follow-Up Letter

Chapter 10: Travel
• Damaged, Lost, or Stolen Luggage Passengers with Disabilities Travel Agents Bumped Airline Passengers Hotels and Other Public Places Trains Taxicabs Car Rental Taking Action-Step-by-Step Letter 10.1: Airline-Lost Luggage Letter 10.2: Department of Transportation-Repair Luggage Letter 10.3: Department of Transportation-Stolen Item Letter 10.4: Department of Transportation-Failure to Accommodate Passenger with Disability Letter 10.5: Department of Transportation-Screening Discrimination Letter 10.6: Trade Organization-Travel Agency Theft Letter 10.7: Airlines-Bumped Passenger Letter 10.8: Hotel-Quoted Reservation Letter 10.9: Hotel-Handicapped Access Letter 10.10: Hotel-Misrepresentation of Facility Letter 10.11: Railroad-Unsatisfactory Accommodations Letter 10.12: Department of Consumer Services-Inflated Taxi Charges Letter 10.13: Car Rental Company-Breach of Contract

Chapter 11: Products and Services
• Restaurant Service Gift Certificates Rebates Warranties Returns Taking Action-Step-by-Step Letter 11.1: Poor Restaurant Service Letter 11.2: Restaurant Gift Certificate Not Honored Letter 11.3: Gift Card Not Honored Letter 11.4: Gift Certificate Expired in California Letter 11.5: Catalog Order Not Received Letter 11.6: Rebate Not Received Letter 11.7: Seller Does Not Honor Warranty Letter 11.8: Failure to Accept Returns

Chapter 12: What to Do When the Letters Don't Work
• Complain to the Appropriate Government Authority Take It to Court Fight for Your Rights

Appendix A: State Attorneys General Consumer Divisions
• Appendix B: State Securities Administrators
• Appendix C: State Department of Insurance Regulators
• Appendix D: State Do Not Call Information
• Appendix E: Federal Agencies Consumers Should Know
• Appendix F: U.S. Military Consumer Service Programs
• Appendix G: Automobile Manufacturers' Customer Service Departments
• Index
• About the Author -

Janet Rubel is an Illinois attorney. She is a graduate of Washington University in St. Louis and Illinois Institute of Technology Chicago-Kent School of Law. Ms. Rubel has been an adjunct faculty member at Harper College teaching probate law for paralegals, and at John Marshall Law School teaching advanced appellate practice. She has been practicing law for more years than she cares to admit.

Ms. Rubel has won some notable cases in the Illinois Appellate Court that have attracted national attention. She convinced the Illinois Appellate Court to rule that attorneys who sexually preyed on their vulnerable clients is unethical in Marriage of Kantar. She took the seemingly hopeless case of a woman whose divorce attorney initiated a sexual relationship with her during her divorce. This was the first time the Illinois appellate court addressed this type of problem.

Another Illinois case of note won by the author-Greiman v. Friedman-is a post-divorce case limiting the college education expenses a divorced parent is required to pay. She represented a father who was ordered to pay college expenses for his two daughters. Ms. Rubel persuaded the Illinois Appellate Court to limit the father's financial obligations.

Ms. Rubel is a frequent guest on radio and television programs across the country, including Ask Heloise radio program, Open House on CNN, as well as numerous early morning news programs. She has driven through a blinding snowstorm to do the Fox morning news show in Milwaukee, alongside the Milwaukee Brewers' racing sausages. Coping with these developments was never taught in law school.

Her advice on how to complain effectively has appeared in Parents Magazine, AARP Magazine, The Chicago Tribune, and Parenting Magazine.

Visit her website at www.101complaints.com.

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