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101+ Complaint Letters That Get Results by Janet Rubel, Rubel
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(Paperback)
- Publisher: Sourcebooks, Incorporated
- Pub. Date: September 2006
- ISBN-13: 9781572485631
- Sales Rank: 638,983
- 304pp
- Edition Number: 2
Synopsis
Write the most effective letters to get the results you want.
More Reviews and RecommendationsBiography
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.
From the Publisher
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:
1572485639
- ISBN-13: 9781572485631
- Format: Paperback, 304pp
- Publisher: Sourcebooks, Incorporated
- Pub. Date: September 2006
- Edition Number: 2
- Sales Rank: 638,983
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 -
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.
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