Running the Business · Part 5
Template: the CSLB complaint response letter
Lesson 9 of 9~5 minFree previewCurrent as of September 2026
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