Complain and Get Results

Use these tried-and-true strategies to get companies to listen to you.

- By Emma Patch

In 2019, Terry Smith, of Jacksonville, Fla., traded in his 2019 Corvette Grand Sport for a same model-year Chevrolet Silverado pickup. But shortly after he purchased the truck, it started running rough, and certain parts needed immediate replacement. It had transmission, climate control and traction issues, says Smith. He reached out to a friend—a lawyer—who advised him to complain to General Motors before pursuing legal action (see the box on page 71 for details on lemon laws).

Smith called GM and described the truck’s problems. He told the company that he could pursue legal action but would rather not. GM agreed to take a look at the truck but found that it was operating as designed. Even so, Smith’s lawyer friend advised him to call again and be persistent. After three months of calling and complaining, GM agreed to pay him $5,000.

This past May, after prices for used cars and trucks spiked, Smith decided to sell the Silverado. He had it appraised by CarMax, which offered him $1,000 more than he had initially paid for it. “In the end, I essentially got paid to drive it for a year and a half,” says Smith.

Dealing with a defective product or bad service can be frustrating. But by using time-tested strategies for complaining effectively, you’ll have a good chance of getting satisfaction. Above all, remain calm and be polite— and be prepared to be persistent. Confronting a business can be time-consuming and often takes patience.

KEEP YOUR COOL