Resolving Problems

If you are unhappy with a product or service, start with the business and be clear about the outcome you want. If that does not work, North Carolina offers several paths to escalate. The points below focus on what matters most here in NC.

Stay cool

Be polite and specific about the facts, dates, and what will resolve the issue. Keep emotion out of it and focus on the result you want.

Be upfront

State what happened, when, and what you already tried. Bring order numbers, service dates, photos, and written policies. Ask for a concrete next step and deadline.

Escalate smartly in North Carolina

• Manager escalation: Ask for a supervisor and restate the facts and solution you want.
• Written demand: Follow up in writing. Send by email and certified mail. Include a simple timeline and a reasonable deadline for response.
• Attorney General mediation: If the business does not respond, file a complaint with the North Carolina Department of Justice Consumer Protection Division. Mediation is free to consumers and often gets a response when regular customer service will not.
• Small claims court: If money is owed, consider small claims. The county limit varies in NC but tops out at ten thousand dollars. Filing is straightforward and quick compared to higher courts.

Use credit card dispute rights correctly

If you paid by credit card and cannot resolve the problem, you can send a written billing error notice to your card issuer within sixty days of the first statement that shows the problem. While the dispute is open, you can withhold the disputed amount. Keep paying undisputed charges on time.

Know your quick-cancel windows

Some contracts signed off-premises in North Carolina have a short right to cancel, usually three business days. Examples include home-solicitation sales and certain health or athletic club contracts. Check the contract and act fast if you intend to cancel.

Keep accurate records

Keep copies of all emails and letters, notes of calls with names and times, photos, and receipts. Organize them so a third party can understand the story in a minute.

When the issue involves vehicles

For dealer or repair shop problems, you can also file with the NCDMV License and Theft Bureau. For chronic defects in a new vehicle within the first twenty four months or twenty four thousand miles, review your rights under North Carolina’s Lemon Law.