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Resolving Consumer Complaints

Step 2: How Does BAR Resolve Consumer Complaints?

• Consumer complaints are filed with BAR's Complaint Intake and Compliance Unit, at a local BAR field office, or through the Department of Consumer Affairs. A BAR representative is assigned to the complaint, and the complaint is reviewed.
• BAR also reviews the complaint for possible violations of California laws or regulations.
• The BAR representative will contact your shop to discuss the complaint, and to hear your response to the complaint.
• The BAR representative will attempt to work with you and the complainant to resolve the complaint in a way that is acceptable to both parties.

TIP!! The BAR representative does not "take sides" when working to resolve a dispute. Their role is to help both parties understand the other’s viewpoint by asking questions and discussing all of the available information with both parties.

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