The Miami-Dade County Consumer Services Department's Mediation Center assists with a variety of different types of complaints.  However, one of the first questions the Mediation Center asks when handling a consumer complaint is, "Have you attempted to resolve this complaint directly with the firm or individual involved?"

It is important for consumers to give the firm or individual the opportunity to make things right before filing a complaint.  The following tips will assist you with effectively calling attention to the problem and getting it corrected.  An effective complaint does not just happen.  It is carefully planned and presented.

How To Complain

First Things First - Keep receipts, warranties, use and care instructions and other documents that define the rightful expectations of the buyer and seller.  Before complaining, make sure you have not caused the problem.  Read the instructions and check the guarantee or warranty to know what is or is not covered.  Now you are ready to contact the responsible party.

Be Friendly But Firm - Approach the other party in a non-threatening manner.  Abusive behavior may result in the root cause of the complaint being missed, the complaint being ignored or an abusive response.

Briefly State The Facts - Tell where and when you bought the product, its brand, model number, price and what is wrong with it.  Have supporting documentation available.

Clearly State What You Think Should Be Done To Correct The Problem - Be positive and use logic to identify an acceptable solution and why.

Present A Fair And Honest Request - Your request should take the interest of the other party into consideration.  Do not try to get more than you are entitled to.

Follow-up In Writing - After discussing your complaint, present your position in writing.  A letter aids with clarity and makes it a matter of record.  Keep copies of all letters sent.

Keep All Information - If you must submit warranties, receipts, etc., keep the original and send copies.  

Remember, the way you plan and present your complaint often affects the outcome.  When things go wrong, use these basic rules to plan what you will say and how you will say it.

When all else fails and you are unable to resolve the issue, contact the Mediation Center at (305)375-3677 or submit a complaint online at www.miamidade.gov/csd.