The Complaint Handbook For Seniors
How and where to complain to get results
by
Maria Lazzati
Paralegal/Researcher
Copyright
2011 Maria Lazzati
Smashwords Edition
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Table of Contents
Chapter 3: Credit Cards, A Great Place to Start!
Other Sites about Credit Cards
Electric, Gas, Water Complaints
Telephone Companies: Landlines/Cell
Chapter 5: Medical Complaints- Doctors
Chapter 7: Other Licensed Professionals
Plumbers/Contractors/Electricians
Chapter 8: Stores- Department/Chains/Businesses
Check Your Receipt! Check The Walls!
Chapter 9: Attorney Complaints
Chapter 10: Ebay and Online Shopping
Chapter 13: Insurance Companies, Brokers, Agents
Chapter 16: Landlords and Renters
Landlord Tenant "HOTLINE" is 1-609-292-4174
Offices of the Attorney General by State
Lawyer Disciplinary Agencies by State
State Contractor License Boards
Fair Debt Collection Practices Act
Senior Citizen Hotlines and Information Contacts
Sample Complaint Emails for Online Purchases
Sample Letter to Landlord Requesting Repair
Sample letters for security deposits
“Whenever we accept rudeness, arrogance and bad behavior from a customer service employee, we are saying that it is okay to treat us like garbage…”
Come on, we’ve all been there. You call a company to complain about a service or an employee and you soon regret it. It takes forever to figure out the voice activated menu, and then you have to hang on waiting for a human. After waiting for a while, you’re told how sorry they are, but there’s nothing that can be done about your issue. Almost seems like the bigger the company the worse the service.
This book is for all those that are loyal customers of any business, big or small, and are just plain tired of that rudeness and arrogance that is sadly called, “Customer Service.”
The whole purpose of this book is to help you to be heard when you have a problem that falls on deaf ears. I’ll show you where to start the complaint process and how to be heard.
There’s tons of useful links and lots of informational links as well. I’ve also included corporate contact information for some of the largest companies and even examples of letters and emails.
I have tried to include telephone numbers for those that do not own a computer and have a print version of this ebook. Don’t be shy about asking a friend or family member to look up information for you.
So, my friends, it’s time to stand up and fight back every single time that we receive anything less than great customer service. How? By letting the corporate managers and higher ups know how we feel. The next time you have a problem or are treated like dirt, call their corporate offices and let them know that you will not tolerate the terrible service.
I still believe that together we can send a message that our business had better matter to them or we’ll go elsewhere.
My favorite saying is “The squeaky wheel gets the oil,” and I do believe that there is not one company or business out there that can truly afford to ignore the growing number of unhappy customers.
Pick up that phone, email or write a letter. Just do something! Even if you don’t get any satisfaction with the company, there’s always an agency or organization that you contact and tell your story to.
Don’t overlook your local news station, either. Many have a “Consumer Reporter,” and they can help you with your issue.
Questions? Need more help? Please visit me at TheParalegalStore.com
I tried to give you a brief description of each complaint and the contact for the businesses. Also included is the contact information for the agency that oversees that industry. Those that can navigate the internet will find links for even more useful info.
Some of the included links are for educational purposes and if time permits, you should read the information.
For your convenience, at the end of this book, all the important links are listed alphabetically. There are also some sample letters that could be used for online purchase complaints, store purchases or landlord problems, such as security deposit refund.
The key is to do something rather than the usual nothing that we tend to do.
My philosophy is simple:
Read. Don’t get blind sided, read the fine print, ask questions, understand everything before you sign or pay.
Learn. All you can about the complaint process and all options.
Do. Use what you learn!
Quite honestly, I think we are all sick and tired of companies not caring about the business we have given them.
It’s time to stand up and fight! I still get a knot in my stomach when I have to call a credit card company, utility or any big business. They not only don’t care, they tell you they don’t care by being rude. The newest trend is asking for a supervisor and being told, “There’s no one here right now, I can take your number and they’ll get back to you within 24 hours.” Are you kidding me? Where the heck are they?
Interestingly enough, in the course of doing research for this book, I realized that many companies actually have “Executive Customer Service Reps” (ECSR). They usually work at corporate levels, yet contact info is not readily available. Why? It’s almost as if they are counting on most people giving up after being abused by the regular low life customer service reps. These ECSR’s are reserved for the customers that won’t go away. Being on a corporate level, they usually have the authority to do anything needed to fix the situation.
I am especially sickened by the way our Senior Citizens are treated. Our Moms and Dads that raised us to be respectful, resourceful and honorable are now being treated only slightly better than criminals. Many of us are struggling to get by these days and we shouldn’t add to the hard times by accepting outrageous behavior from companies that we have spent a lot of money with. The biggest problem seems to be that customers aren’t sure of the next level when complaining.
When I ask family, friends or coworkers why they would tolerate such bad service, the answer is usually the same – they have no desire to start hunting corporate emails or numbers and so they just accept it. Some are admittedly intimidated others just have no idea of what to say or how to fight. Some say it’s nearly impossible to speak with a supervisor.
When you are on the phone with customer service and they tell you that a supervisor is not available or the wait time is ridiculous, we accept it. Unfortunately, what we don’t realize is that we are telling the employee that their rudeness and arrogance is okay with us.
It’s time to take back our customer service and companies should once again treat us as if they want our business. The only way to do this is to make them hear us. We need to voice our bad experiences and stop accepting the arrogance from these customer service losers. The plan is simple, complain until someone hears. The squeaky wheel gets the oil, remember that!
I hope everyone that reads this uses the information and contacts. I believe that together we can change things.
Hey, we all have a “list” don’t we? It used to be that if you got screwed by some huge company, you eventually heard from a high level employee and they tried to make things right. Not so today. You can tell by the consumer complaint sites out there that the paying customers have had more than enough and they are taking their business elsewhere or voicing their experiences with the higher ups. I have a “Never Again Award” that I reserve for the lowest forms of subhuman garbage that are ironically called “Customer Service.”
I don’t care what company, bank, agency, business, store, auction or organization you deal with,
They all answer to someone!
I became a paralegal for no other reason than to become more confident in standing up for myself and my family. It has not only made me a better researcher, it has given me the tenacity and determination to fight back. There is no ladder I won’t climb when it comes to filing a complaint, and I never take “No” for an answer. For every bad experience that you have, there is someone in that company that can fix it, period. Finding that person is sometimes a long and frustrating process. Sometimes it seems impossible and no one will listen or help you. Although it probably won’t change the outcome, you should still file complaints and that includes everyone from the BBB to your state Senators.
I have two rules, never give up and never go away. Maybe together we can make a difference. One thing is for sure, if we do nothing, things won’t ever change. I also believe in the old saying that the squeaky wheel gets the oil. So, let’s get started!
Chapter 3: Credit Cards, A Great Place to Start!
Is there any better example than a credit card? A fair rate increase is one thing, tripling rates in one month without good cause is just short of criminal. For the life of me, I can’t understand how that is even legal. If this were a small business, the government would close them down.
I don’t want anything outrageous here, people. I want a fair rate based on my payment history, period. I don’t want to have to buy a magnifying glass the size of NJ so that I can now see the tiny print that reads I’m about to be screwed big time. My rates shouldn’t triple overnight because I didn’t “Opt out” last year.
Profits are fine, but deceiving us is not. Screwing us is worse. I can’t think of any other industry or business that would get away with such fraud and deception. What they’ve done to us in the last few years is just inexcusable and sleazy. They got greedy with the salaries and bonuses and doubled and even tripled rates.
Probably the most disturbing fact for many of us is that we taxpayers bailed out some of these banks. Just like the tripling rates, we had no say. They took our money and then took more. I understand that the government doesn’t directly regulate the banks. I simply want to know why banks are permitted to use fraud and deceit as a way of doing business.
Rate increases and fees are not easily fought or won, but that shouldn’t keep you from shopping around or even complaining. Unfortunately, by accepting and using the card, you agree to their terms. Usually, the terms are basically, “We can do anything we want and whenever we want.” The immediate best way to fight back is to try and switch cards. But you should file complaints with the agencies below. Banks have to answer these complaints files through them, so it’s always a good idea to complain. If enough consumers did this, those idiots at the credit card companies would wake up.
Where to Start?
I also urge all of you to write to your state senate, the FDIC, BBB and OCC. It’s also wise to read over the Credit Card Act and make sure that the bank is following the rules. Due dates, holidays, double-cycling and rate increases are just some of the topics that you should understand. Make sure you file complaints when any of these rules are not followed.
Start with the links below and take a look at your options. Do not give up, keep checking back. As the economy gets better, the options will, too.
https://www2.fdic.gov/starsmail/index.asp
1-877-ASK-FDIC
(1-877-275-3342)
(Monday - Friday 8:00 am to 8:00 pm EST)
FDIC Complaint form or send your complaint info, names, phone numbers, details in the order in which they occurred, dates and copies of documentation to:
FDIC Consumer
Response Center
1100 Walnut Street, Box #11
Kansas City, MO
64106
703-812-1020 (Fax number)
The Comptroller of the Currency oversees all banks and you should call for complaint info. Phone: 800-613-6743
Web: http://www.helpwithmybank.gov/complaints/index.html
www.naag.org Find your state’s Attorney General with this contact info. You could expect a confirmation of your complaint within a few weeks. Full list is on page 76.
http://www.senate.gov/general/contact_information/senators_cfm.cfm
Find your state Senators pg 85
Here’s some contact information for the major credit cards, some of these are actually the CEO’s. I won’t hesitate to use these numbers or emails, and neither should you. Call them, write them, pass the contact info along and maybe some day we’ll change things.
CHASE:
Lisa Leschon: Exec
Customer Service 888.622.7547 ext 6711
Gerald A. Smith CEO Credit
Card Services Phone: 302-282-3100 Fax: 302.282.3939
E-Mail:
gordon.smith@chase.com
Chase Bank World
Corporate Headquarters
270 Park Avenue Floor 12
New York, NY
10017-7924
Phone: 212.270.6000
CAPITAL ONE:
You don’t necessarily need a phone to contact them, try drawing a pentagram and conjuring up their customer service…
Richard Fairbank CEO
rich.fairbank@capitalone.com
Corporate Phone 703.720.1000
Executive Customer Service
703.720.2500
Ahmad Taylor
Executive Response Committee 804.968.6784
Capital One
Financial Corp
1680 Capital One Drive
McLean, Virginia 22102
DISCOVER CARD:
David Nelms, CEO
davidnelms@discover.com
Phone: 224-405-0900
Fax: 224-405-4993
Toll free:
800-347-2683
Discover Financial
Services
500 Lake Cook Rd
Riverwoods, IL 60015-3851
HSBC:
James R. Lane Vice
President, Executive Resolutions
james.r.lane@us.hsbc.com
HSBC USA Inc.
452
5th Ave.
New York, NY 10018
212-525-5000
BANK OF AMERICA:
Links and emails for one of the most hated banks around. These people are brainless, classless, rude and at the top of my “Most arrogant” list.
Executive Customer
Relations:
704-386-5687
nancy.m.condos@bankofamerica.com
Exec Customer Relations
Martha Dominguez,
Executive Customer Relations Specialist:
714-792-4264
Corporate
Headquarters:
704-386-5972 / 704-386-5681
Bank of America
Corporate Center
100 North Tryon Street
Charlotte, North
Carolina 28255
AMERICAN EXPRESS:
American Express
Company
World Financial Center
New York, NY 10285
212.640.2000
Other Sites about Credit Cards:
Credit unions are always a good choice and anyone can join. Read up on credit unions and then check out these other links and hopefully you’ll find a better card than the one you have.
http://articles.moneycentral.msn.com/Banking/BetterBanking/DitchYourBankForACreditUnion.aspx
http://www.banklady.com/Credit-Union-or-Bank.asp
http://banking.about.com/od/creditunions/Credit_Unions.htm Lots of credit union info
Great article on the guidelines used to determine if your credit card issuer is being unfair or deceptive http://articles.moneycentral.msn.com/Banking/CreditCardSmarts/is-your-credit-card-issuer-unfair.aspx
http://www.federalreserve.gov/pubs/shop/complaints.htm
http://www.bcsalliance.com/x_creditcardtricks1.html Good reading, excellent site
http://www.bcsalliance.com/creditcards_complain.html Great info on how complaining can work
http://www.conservativeusa.org/mega-cong.htm
http://www.consumeraction.gov/caw_credit_cards.shtml this site offers a lot of good information about filing complaints and even includes sample complaint letters and emails.
http://www.federalreserve.gov/pubs/shop/complaints.htm
http://www.creditcards.com/credit-card-news/file-complaint-about-credit-card-issuer-1282.php
File Your Complaint or Read What Others Wrote:
http://www.badcreditcards.org/Database.htm
http://www.consumeraffairs.com/php/a_report.php
http://www.smartbalancetransfers.com/blog/2009/01/file-a-credit-card-complaint/
http://www.my3cents.com/companyList.cgi?industry=BANK
http://www.complaintsboard.com/
http://consumerist.com/ This site has some great info and contact information for many businesses
Let everyone know about your complaint and maybe your story will prevent someone from doing business with the losers. Also send an email or call your state Senators and remind them that when elections come around, we won’t forget that they stood by and did nothing.
Take it a step further and post your complaint video on www.youtube.com – It seems that some of the larger companies track themselves here. Tell your story in a video or post it at the sites above, just make sure you publicly complain!
Have a computer? Take it public! Twitter, Facebook, blogs, consumer sites and reviews can help you get that message out and warn others about the terrible experience they may face.
Don’t underestimate the power of friends! Many seniors have social activities and meetings. Let everyone know about your issues and maybe you can save a friend from going through the same.
Agencies such as the Board of Public Utilities and Public Utilities Commission are the so-called “Watchdogs” of the utility companies and are very helpful. I live in NJ and I was extremely impressed with the immediate and aggressive action the BPU took with my situation. I had a problem with Verizon and it was handled the same day after contacting the BPU. From what I have researched, the utility companies do not like to hear complaints from the Utility Commission. Once a complaint is filed, you can expect to hear from the utility company pretty quickly.
Bad customer service is not a valid reason to file but paying for a service you do not receive is a good reason to. You can file online in most states and they will ask for an account of your situation including names and dates. Remember, you will have much more credibility if you go through the proper channels before filing.
Give the utility a chance to correct the problem and make sure that you speak with a manager or supervisor. At this point, if you can’t get anywhere, filing a complaint with the BPU may help.
The links below will point you in the direction of your state’s utility complaint board. Before filing a complaint, try calling your utility company and tell them you are involving your Utility Commission, they may just change their minds. If not, file a complaint.
Now, you should know that in NJ, a satellite provider is not under the jurisdiction of the BPU, and I’m sure that NJ is not alone. However, the FCC will accept your complaint and the link is also below.
Some states or locations have either a “Public Advocate” or an Ombudsman. This office may be appointed by an organization or elected. Simply put, they act as a third party mediator and will attempt to resolve your issue. Google your state’s Public Advocate to contact them.
Electric, Gas, Water Complaints
http://www.consumeraction.gov/utility.shtml
This is the place to start for your state’s complaint hotlines
or online filing. See page 63 for a full printed listing of State
Utility Commissions.
Federal
Communications Commission
For telecommunications
complaints
http://www.fcc.gov/wcb/iatd/state_puc.html
http://www.fcc.gov/contacts.html
1-888-225-5322 (1-888-CALL FCC)
The link below is to
a great contact page and you could call and discuss your complaint
before filing
http://esupport.fcc.gov/complaints.htm
1-888-CALL-FCC (1-888-225-5322) Telephone, cable, TV, Internet
Complaints - File online
http://en.wikipedia.org/wiki/List_of_United_States_electric_companies
List
of US Electric Companies by State
https://www.ftccomplaintassistant.gov/
1.877.FTC.HELP
(1.877.382.4357)
By the way, if you
haven’t done so yet, sign up for the Do Not Call Registry.
“Do
Not Call” Helpline: 1-888-382-1222
You should know that the FTC will not resolve your complaint but they do keep records of all complaints filed. These complaints could lead to an investigation, so it’s important that you file.
Make sure you file
with the BBB, a lot of us view complaints before we do business with
anyone:
http://www.bbb.org/
Call for local office info: 1 (703) 276.0100
Don’t forget that all of these agencies exist for our protection and I encourage you to call or file anytime you have a complaint or even a question.
Telephone Companies: Landlines/Cell
Need to file a complaint about telephone service? The above can help you get started. In the very likely event that you get a moron CSR with an attitude, you could use these contacts to voice your displeasure.
AT&T:
Randall Stephenson
CEO/president
mailto:randall.stephenson@att.com
Office: 210.351.5401 Headquarters: 210.821.4105
AT&T Corporate
Headquarters
208 South Akard Street
Dallas, TX 75202
VERIZON:
Just want to speak with a human when you call? 800.483.3000, do not say or key anything and you will be automatically transferred to an operator.
Verizon Executive
Customer Service 212.321.8700
Corporate Headquarters Phone:
212.395.1000
Fax: 212.571.1897
Toll Free: 800.621.9900
140
West St
New York, NY 10007
CEO is Ivan G.
Seidenberg
Phone: 212.395.1060
Email:
ivan.g.seidenberg@verizon.com
SPRINT:
Sprint World
Headquarters
6200 Sprint Parkway
Overland Park, Kansas 66251
Phone: 913-624-6000
703-433-4000
(automated directory)
800-829-0965
Direct Customer Service
866-360-2159
Jerry Adriano - Customer Experience Executive
913-762-8080
T Mobile:
T-Mobile Corporate
Headquarters
12920 SE 38th St
Bellevue, WA 98006
Phone:
425-378-4000
Fax: 425-378-4040
Toll Free: 800-318-9270
Kelly Spindle
Executive Customer Relations
877-290-6323 Ex. 8082
Robert Dotson is the
CEO
robert.dotson@t-mobile.com
rdotson@t-mobile.com
Cable companies are either loved or hated, there’s no middle ground here. Comcast is the biggest, so it’s no surprise that they also have the most complaints. If you are a customer and you don’t have any problems with Comcast, that’s great and you should continue to do business with them. For a large number of people though, the lack of quality customer service is the number one complaint.
Unfortunately for many, you may not have a choice of providers in your area. Plus, many of these installers are third party, so their “customer commitment” does not exist. Some customers actually have to take a day off from work, it’s not like we can just sit and wait.
Direct TV, by the way, gets my “Never Again Award.” I won’t ever use them again and I routinely bad mouth them to anyone that will listen.
In defense of Comcast, I have them for phone and internet and they always encourage me to call and see if there’s a cheaper plan for me. They give me the same rates as a new customer, and I have to give them some mention for that. Dish, on the other hand, tells you to get a cheaper plan. Plus, when I called to complain about the equipment rental DOUBLING in one shot, I was told that I should read the contract that clearly points out that Dish can “Do whatever they like.”
The point is that we all sometimes just accept the bad service because it is a hassle to switch. Eventually, we get sick and tired of the lies and the money spent and then the decision to switch providers becomes an easy one. Don’t ever settle for bad service, there are other cable companies out there.
What matters is not the number of complaints they have, it’s ultimately how they treat YOU.
Hey, there are tons of complaints about every company out there, but as long as they treat me well, they get my business. If that should change, I’ll look into another company.
As far as complaints go, always start at the Customer Service level and call the number provided on the billing. Do have a pen and paper handy, and do not be shy about getting a name upfront! These days, most CSRs tell you their names when they first answer. If you don’t hear it, ask them to repeat it. Write it down, and write the time and the number you called.
Some cable companies may be regional and I can’t possibly list them all here. They might also be a subsidiary of a larger company. In either case, a simple Google search can point you in the right direction. The biggest cable providers are listed below.
Don’t ever underestimate your negotiation powers before you even sign up! These cable companies want your business and they can often sweeten any deal. Many times you are signing a 2 year contract but you will only receive a lower price for 1 year. Before you sign, get on that phone and tell them you’ll do it for a full 2 years of the lower price. You will truly be surprised how many times they will give you the price to get you as a customer.
Every month that I see an increase in my cable or satellite, I get on the phone and tell them how unhappy I am and that the moment my contract ends I’ll be going elsewhere. They always find a way to keep me happy, whether it’s a lower price or knocking a few bucks off my bill. This is what will keep me as a customer, the fact that the company showed me that they cared whether I came back or not.
As always, read the fine print and question everything. Get on that phone before signing up and check out the customer service. Find out the true cost by asking what your monthly bill will be in total and see if it’s what you expected. If not, move on until you find the provider that’s willing to keep you happy. Some are now offering to pay your cancellation penalty fees just to get you to sign up!
Let’s face it, it can be a hassle to keep switching, but eventually, you will become so sick of being mistreated, you make the call. But you should always voice your displeasure and make sure you contact the people at the top!
COMCAST:
Brian Roberts is the
CEO
215-665-1700
brian_roberts@comcast.com
We_Can_Help@cable.comcast.com
is a corporate email and their physical address is:
Comcast
Corporate Headquarters
1500 Market Street
Philadelphia, PA
19102-2148
Executive Customer Service 215.640.8960
TIME WARNER COMMUNICATIONS INC:
Jeff Bewkes is
Chairman and CEO
Time Warner Inc. One Time Warner Center New
York, NY 10019-8016
Phone 212.484.8000 212.364.8200 or
203-328-0600
http://ir.timewarnercable.com/contactus.cfm
COX COMMUNICATIONS:
Cable Division:
Cox
Communications Inc 1400 Lake Hearn Dr NE Atlanta, GA 30319
404.843.5000
http://www.nscta.org/directors.aspx
Link to email/contact info
CHARTER COMMUNICATIONS:
http://www.nscta.org/directors.aspx Scroll to see the contact info
Charter
Communications 12405 Powerscourt Dr. Ste.
100 St. Louis, MO 63131
314-965-0555 Fax: 314-965-9745
Satellite complaints are handled by the FCC. Here are the corporate level contacts:
DIRECTV:
Michael Johnson
Senior Director of Customer Service Communications
michael.johnson@directv.com
310-964-8153
Donna Sadlouskos
Senior Manager Customer Satisfaction
dlsadlouskos@directv.com
310-964-4466
Direct TV corporate
office
PO Box 6550
Greenwood Village CO 80155
800-494-4388
OR
Direct TV
2230
East Imperial Highway
El Segundo, CA 90245
310 535 5000
DISH NETWORK:
Dish Network
9601 S. Meridian
Blvd.
Englewood, CO 80112
720-514-8555
Fax: 1.720.514.5140
Charles Ergen CEO
CEO@dishnetwork.com
Gina Ashcroft
Executive Communications
Team
gina.ashcroft@dishnetwork.com
720.514.7344
Angeline Romero
Executive Communications
Angeline.romero@dishnetwork.com
720-514-7306
For gas, oil and electric complaints, please see the Utilities Complaints Contacts at the beginning of this chapter to file a complaint with the proper agency. The BPU/PUC will handle your complaint and contact the utility and inform them of the filed complaint. You will most likely be contacted by a spokesperson from the utility that will try to resolve your issue. I have personally used the services of the BPU more than once and my issues were resolved quickly and to my satisfaction. Don’t forget to take names and good notes. If your issue does not get resolved, you can always contact the BPU/PUC again.
Chapter 5: Medical Complaints- Doctors
Medical Boards are basically a group of physicians that regulate the doctors in your state. They have the ability to fine, suspend or even revoke a medical license. Anyone that has ever filed a complaint about a medical professional knows how very difficult it is to actually punish a doctor, but the complaints could at least help others be more aware. Of course, if a doctor has crossed the boundaries of his/her profession, you should not only file a complaint, you should also seek legal help.
Not sure if a doctor crossed a line? Think about speaking with another doctor and get their opinion. For those minor indiscretions (rude staff, long waits, etc), there are many sites on the internet that will allow you to post your experiences or even rate your visit with your doctor.
These days, a Google search of your physician may bring surprising results. So before choosing a doctor or specialist, see what his/her patients are saying.
Don’t forget that doctors are human and can have a bad day like the rest of us. Unless he/she did something unprofessional or even borderline inappropriate, it might be best to wait a day or two before reacting.
Their fees, being curt, abrupt or having extremely long waiting times are not justified Medical Board complaints. However, posting your experiences tells others what to expect when they see the doctor. Love your doctor and office? Post the good stuff, too!
For complaints, start with the doctor, especially if it involves the staff. I know a dentist that routinely asks his patients how his staff treats them. He said he once lost patients because of a rude employee. He had no idea, no one ever complained because they just assumed the dentist knew. Finally, someone spoke up and he fired the employee. So, don’t assume that the doctor knows!
A second opinion may solve your issue as well, so don’t rule it out. Does your doctor work within a group? Ask another doctor within that group for their opinion on the matter.
A complete list of Medical Boards by state starts on pg 104
You can also file with the BBB!
1 (703) 276.0100 Call for local info.
http://www.patient-safety.com/index.html
This
link will take you to a website that can point you to your state’s
medical board.
http://www.mcandl.com/states.html
A
legal site that explains malpractice laws, including statutes of
limitations through arbitration.
http://www.ehow.com/how_4916614_file-complaint-against-doctor.html
I
love ehow.com, and as usual, they’ve done a nice job of
explaining the facts of filing a complaint.
http://www.ama-assn.org/ama/pub/physician-resources/medical-ethics/code-medical-ethics/frequently-asked-questions.shtml
AMA
Code of Ethics FAQ
Chapter
6: Dental Complaints
Includes Hygienists and
Registered Dental Assistants
First, be upfront with your dentist and voice your concerns. If you can’t get any satisfaction and you feel that your dentist isn’t treating your situation fairly or seriously enough, then the best place to start is by contacting your local dental association. They may have a dispute resolution committee called “Peer Review” that may be able to help you. They can arrange for you to have an impartial review and will try to resolve the complaint between you and your dentist.
Not all areas have this peer review system. If your situation is extreme or of a serious nature, you’ll need to start by contacting your state’s overseeing agency. In most states, you will file a complaint with the State Board of Dentistry. The complaint process is explained on a state by state basis. Keep in mind that many states won’t take your complaint if you have already contacted a lawyer and started proceedings.
Also check the Better Business Bureau for complaints filed and you can also try a Google search for your state’s complaints about a dentist. As with doctors, there are many websites that encourage patients to share their experiences, pleasant or not. Don’t forget that word of mouth is their greatest source of new patients, so if you have the best dentist, let everyone know!
Your dental hygienist is also supervised by the same board as your dentist and complaints are filed the same way. The only difference is that you can and should inform your dentist of any problems or if you think the hygienist has overstepped his/her professional boundary. Info on their license is available on the same state web sites as your dentist’s info.
http://www.BBB.com
Call for local office info: 1 (703) 276.0100
http://www.ada.org/index.asp
American
Dental Association
211 East Chicago Ave.
Chicago, IL
60611-2678
312-440-2500
http://www.articlesbase.com/careers-articles/typical-complaints-against-dental-assistants-462442.html Good reading
http://www.dentalwatch.org/org/boards.html Find your state
Chapter 7: Other Licensed Professionals
Architects, Surveyors, Tax Preparers, Firefighters, Police, Social Workers, Opticians, Chiropractors, Home Health Aides, Psychologists, Funeral Directors, Lodging Managers, Animal Trainers, Manicurists, Hairdressers, Makeup Artists, Private Detectives and Investigators are just some of the occupations that may require licensing in your state. Complaints may be filed with the agency that issued the license, for example, a pharmacy is licensed by the Board of Pharmacy. A list of these licensed occupations should be easily found at your state’s Consumer Affairs web site or just use the link below. From there, you can learn how to file your complaint.
Search by state for
occupations requiring a license
http://www.acinet.org/licensedoccupations/lois_state.asp?nodeid=16&by=occ
These are some of the more common licensed occupations.
Board of Pharmacy in
your state:
http://www.uspharmd.com/pharmacist/state_board_of_pharmacy/
If it’s a chain, such as Walmart, Walgreen’s or CVS, don’t forget to send an email to corporate or call them. That includes supermarkets and any discount store that fills your prescription.
You may also call the National Association of Boards of Pharmacy and they can help with your state specific information.
Customer Service
custserv@nabp.net
Tel:
847-391-4406
Fax: 847-391-4502
Hours: Monday – Friday, 9 AM
to 5 PM central time
How about those internet pharmacies?
According to the National Association of Boards of Pharmacy, most of these sites may be unlicensed. Some operate from a foreign country which makes complaining very difficult. I’ve done enough research on this to know that my family won’t ever order their prescription meds online. It could be a dangerous game for those whose health depends on quality medication. But if you do have a complaint or question, the above phone number can point you in the right direction. In addition, you should report any suspicious activity to the FDA.
Food and Drug
Administration
10903 New Hampshire Ave
Silver Spring, MD
20993-0002
Or by telephone:
1-888-INFO-FDA (1-888-463-6332)—main FDA Phone Number (for
general inquiries)
A state by state list of Pharmacy Boards starts on page 136
Plumbers/Contractors/Electricians:
http://contractors-license.org/
Just
click on your state, lots of good info for you to check out.
Don’t forget consumer sites and let others know about your experiences, good or bad.
A complete state by state list starts on page 144
Like all other occupations, chances are that a few less than respectable vets are out there somewhere. You could use the link below to search by state for the licensing agency, and you can also file at the links below. This also includes any complaints that you may have with a tech, but you should first take it up with your veterinarian.
380 W. 22nd Street,
Suite 101
Kansas City, MO 64108
Ph: 816.931.1504
Toll-Free:
877.698.8482
Fax: 816.931.1604
There is a real estate board in every state. If you use a chain, such as Century 21 or Remax, you should also contact their corporate office as well. The Real Estate Board oversees and handles complaints for sales agents as well as brokers. If your issue is with an agent, contact the broker.
http://www.acinet.org/licensedoccupations/lois_state.asp?nodeid=16&by=occ
Find your state and the licensing agency.
National
Association of Realtors
Customer Service 1.800.874.6500
http://www.realtycomplaints.com/
This
is a consumer site
Chapter 8: Stores- Department/Chains/Businesses
Whether you’re in a mall, a supermarket or shopping in a Home Depot, you want and expect good customer service. How many of us have been to a store and have been horrified by the people working the customer service area? You leave wondering why the manager would put a borderline psychopath behind that counter. It’s almost a joke. They’re rude, arrogant, can’t help you and usually just pretend that they don’t see you standing there. Some will even yell right back at the customer.
I remember once when my mother complained about a rude employee the manager just shrugged his shoulders and said, “I can’t do anything because I’m short handed as it is.”
I was an operations manager for years and a big part of my job was customer retention. Whenever I hired a new employee, I made it clear that they don’t get paid to handle irate customers or a complaint, that’s my job. I insisted that they be respectful, no matter what, and give the customer my card in the event of a problem.
New hourly employees have no business in customer service, and there are few exceptions to that rule. Don’t tell me that a 17 year old has the experience to handle a customer that’s extremely upset about a purchase. New employees can’t possibly separate the fact that the customer is mad at the store or its policies, not at the person. They end getting defensive and most times behave badly.
Check Your Receipt! Check The Walls!
Store number, phone number, manager’s name, cashier’s name and other info is probably printed right on the receipt!
As always, if the person is a representative of a company, you should immediately express your dissatisfaction with the owner or manager. You don’t have to put up with rudeness from a cashier or even an inpatient pharmacist that isn’t clear on your meds. No manager around? The invoice or receipt will tell you the main number or you can look up the store’s corporate office and send an email or call them. Include the details and the employee’s name (if not, then the date and time or description). I’ve noticed that more times than not, somewhere hanging on the walls around that service desk is usually a phone number of a district manager. I started looking for these numbers at some local chains and I was surprised at how many stores have this.
When possible, start at the store level. First, get the employee’s name. I always make it obvious that I’m looking at their badge. Sometimes, just for effect, I pull out a pen and let them see me writing the name on my receipt. If it’s a cashier, you won’t even need a name. It may already be on the receipt, and at the very least, the date, time and register number are there. You could even ask the cashier if the receipt shows their name.
Believe it or not, most times corporate will contact the manager and ask that the customer be complaint be addressed. At corporate level, your complaint is probably not falling on deaf ears. The real problem is that most customers won’t go that far. Depending on the situation, I might even skip the manager and go straight to corporate. If I had a problem with a pharmacist at a supermarket or chain store, I would go straight to corporate. A cashier or other employee complaint, I would try the manager first.
If you do not feel that you’re being heard, get the manager’s name and contact corporate. If there is a phone number advertised for a district manager, call immediately and let them know you are standing in their store and receiving terrible customer service. I guarantee you that the store manager will be immediately contacted.
In this time of economic trouble, I would not want anyone to lose a job over having a bad day, but there’s always a line that no employee should cross, regardless of their personal issues. Although I shouldn’t have to, I could put up with a curt employee or even making believe they don’t see me. I don’t really want a kid to lose their job because they didn’t say “Thank you,” however, I will not put up with rudeness, sarcasm or attitude, especially after spending money in the store or business.
This link below is an excellent tool that you should bookmark for future reference. It explains how to get a human on the phone at over 1,000 major companies. I get frustrated just thinking about calling Verizon, AT&T or Comcast. I don’t get it, you pay well over $100 a month on some services and you can’t speak with a human?
Another way to get a human is to just hit the option for new service. Someone always answers when it comes to money. I tell them I hit the wrong option and to please connect me and they usually do. By far, Verizon is the absolute worse and you are on the phone forever in that maze of computer prompted crap. This list will come in handy for anyone looking for a human to handle your complaint or problem.