When it comes to a complicated piece of machinery, such as a car, mistakes happen. However, as a customer, you deserve to have those mistakes rectified. Write a complaint letter as a formal way to resolve a conflict with the car repair company. You don’t have to be emotional or dramatic to get the results you deserve. Focus on keeping an amicable relationship with the business by being objective and fair when seeking a remedy.
Address the letter to the correct person. Start with the store manager of the location you visited. If you don’t receive a remedy from the store manager, look for a regional manager. You can find the organizational structure of the company by going to its website or by calling the headquarters and requesting the contact information of the manager.
Begin your letter by laying out the timeline of events. In a detailed fashion, explain what happened, when it happened and whom you spoke to. For example: "On Friday, June 30, I visited the location at 123 Maple Street. After speaking with the sales associate Jim, I agreed to get a tuneup and oil change. I was charged a total of $100."
Explain the problem. Be as descriptive as possible. For example: "After leaving the shop, I noticed a rattling noise under the hood when the car was idling."
Tell the company exactly what you want it to do to remedy the situation. For example: "I would like a full refund for the services at your shop as well as the $45 needed to repair the damage that occurred at your shop." Be fair about the remedy that you recommend. Don’t try to get your front bumper fixed if it wasn’t directly related to the repairs you received at the shop.
Use objective language. When writing the letter, don’t use language that is inflammatory. Don’t insult the staff or company. Also, don’t make threats to the company or the staff. Just state the facts, and the remedy that you think is fair.
Include documentation. Include a photocopy of the invoice for the work you had done at the store. Include images that back up your claim. Also, if you visit another mechanic, and the new mechanic can put in writing that the service was the result of a faulty previous repair, include that documentation. Just make sure to include photocopies, and keep the originals in a safe place.
Be positive. If there is something you like about the company, or if you have a history of being a customer, include that information. The company is more likely to be receptive if it can keep you as a customer.
Include your contact information so that the company can reach you. Include a phone number and email address for the most prompt response.
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