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Always take complaints
seriously, no matter how trivial they may
seem to you. Small complaints can lead to
bigger problems and loss of business.
Follow these steps:
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Set up a complaint
handling system, and be sure your staff
know about it. You may want to ask staff
to fill
out complaint forms,
which describe the problem and the action
taken.
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Listen carefully and
politely to the Consumer’s problems.
Explain the situation from your point of
view. Admit any errors frankly.
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Be prepared to
negotiate. Consider allowing the consumer
to exchange the vehicle or offer to pay for
half of needed repairs or cancel
the “contract” with penalty.
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Co-operate with AMVIC
Investigators, lawyers, newspaper consumer
columnists or other mediator brought in to help resolve the
problem. Describe your side of the dispute
so a satisfactory solution can be reached.
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Avoid
Conflict by |
Communicating Clearly
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Be
clear about exchanges and refunds. This is
one of the best ways to reduce complaints.
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Post notices about your
refund and exchange policy so consumers and
staff can easily read them.
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Be
specific. “Absolutely no refunds or
exchanges” is more straightforward than
“Sales are final “ or “As Is”.
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If
you offer exchanges or credits, but not
refunds, make sure customers understand the
difference.
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Clearly identify any exceptions to your
policy.
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Make sure consumers understand the
conditions under which you will make
refunds or exchanges. If a time limit exists, state this clearly and in
writing.
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Communicate clearly with staff and
consumers. Be sure your staff know how long
repairs and services will take.
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Don’t let your staff make promises you
can’t keep. If you can’t deliver on the
date promised, call the consumer and explain the circumstances.
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Don’t use misleading terms. Don’t
misrepresent the history or quality of
product.
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Know your obligations. Be sure you and your
staff are familiar with consumer protection
legislation. Review the
Fair Trading Act and Sale of Goods Act.
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Advise consumers that they should avoid
buying on impulse. Consumers should think
about what they need the car for, when they
must buy it, and how they are going to pay
for it. Consumers should compare products
and compare prices at different
establishments before they buy, and deal
with a reputable business.
1. Investigate the history of the
vehicle carefully:
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In the case of a trade in ask the seller if
he/she is the registered owner.
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Ask to see the registration and compare it
to the vehicle VIN, license number, and the
owner’s name and address.
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Ask for the service records for the
vehicle. Service records will confirm
mileage and provide a good indication
of how well the vehicle was maintained.
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Ensure the vehicle is registerable in
Alberta.
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2. Examine the vehicle carefully for
wear in comparison to kilometers on the
odometer.
3. Have a mechanical inspection
done on the vehicle to know what repairs
need to be done; Do Not simply drive
around the block.
4. Check to make sure that there are
no liens on the vehicle and that the
vehicle was not previously written off as result of an accident. It’s called a
Vehicle Information Report conducted by
Alberta Registries.
Call
AMVIC for the names of agencies and
associations that could help negotiate a
settlement in a consumer complaint.
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