Running the Business · Part 5
Template: the CSLB complaint response letter
The written response to a CSLB complaint, in the order the consumer services representative reads it: the job in facts, each allegation answered with a document, what has been done or is offered, and a labeled list of attachments. Calm, complete, on time. A filled example for a workmanship-and-permit complaint on a water heater follows.
What the full lesson covers
- Send it before the deadline, by the method the letter specifies, and keep proof.
- Facts with dates and documents; allegations answered one by one; no characterization of the customer.
- Offer the fix where there is one and attach the release when it is done.
- If a paperwork violation is real, say so, say what you changed, and show the refund; it is the difference between a warning and a citation.
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More lessons in Customers, Warranties, and Complaints
- 1Presenting options and price without apologizing
- 2The other guy is cheaper: what to say, what to let the customer check, and the line not to cross
- 3Delivering bad news: it is worse than you thought, and how to say so
- 4You are liable for four years (patent) and ten years (latent), and CSLB accepts complaints that long
- 5A warranty policy that protects you: what to promise, for how long, what to exclude, and what a warranty cannot do
- 6The CSLB complaint process from the contractor's side: responding, arbitration, and avoiding the citation
- 7Reviews: earning them, answering bad ones, and what you can and cannot do about a false one
- 8Template: the warranty statement
- 9Template: the CSLB complaint response letterYou are here