Rob resolves his complaint! Lesson 7: How to Resolve Consumer Problems

Meet Rob! Rob saw an ad for a shoe store offering a pair of $19.99 shoes but when he went to the store, those same shoes were $ Let’s go through the process Rob learned to help solve his problem.

Rob learned about Ohio’s consumer laws Consumer Sales Practices Act – Prohibits unfair, deceptive, unconscionable sales practices About 25 additional laws apply –

Advertising Exclusions and limitations must be listed No bait advertising Rain checks Free must really mean free Advertising a “prize” No used for new

Additional Requirements No failure to deliver Refund policies must be posted clearly Deposits

Rob found the shoe store didn’t follow the law First, Rob wrote to the company explaining: – Purpose of letter – Facts of situation – What he wants – Deadline to resolve He called to follow up When that didn’t work, he filed a complaint

Filing a Complaint with the AG Free informal dispute resolution – 30,500 complaints in 2012 Provides critical information Helps protect Ohioans File a complaint: – Online: – By phone: – By mail: hard-copy forms available

In his complaint, Rob… – Identified the business and – Provided contact info for himself and the business – Described the problem – Included photocopies of relevant documents Rob’s complaint

– Any info sent to the Ohio Attorney General’s Office will be considered public record and will be shared with the business against which you’re complaining. – Remove financial info and personal info (SSN) before submitting – Send only copies – File a complaint even if you haven’t lost money, but suspect a scam, or to report a business for unfair or deceptive acts

After filing his complaint… The Attorney General’s Office contacted the supplier (store) and informed the supplier of Eric’s complaint. The store agreed that the ad did say $19.99, so they offered Eric the shoes for $19.99 Eric’s complaint was closed.

OR After filing his complaint… The store said “too bad, so sad” and refused to honor the price of the ad. At the same time Eric filed his complaint, 20 other people filed a similar complaint The Attorney General’s Office took action against the store after realizing there was a pattern of unfair and deceptive acts and practices.

Consumer Rules to Live by Research companies Read the fine print Remember your rights Reconsider the purchase Report fraud

Review Questions Who should consumers contact first to resolve complaints? Where else can consumers go to file complaints?