How to File a Complaint Against a Company in California

Did a California company fail to deliver a product, refuse a refund, or fail to provide the service they were required to provide to you? If you are considering filing a complaint against a California company, this article focuses on five main strategies to assist you with filing a complaint.

1. Contact the business directly. 

2. Share your complaint via social media.

3. Leave a review on review platforms.

4. File a complaint with the government entities that regulate that industry.

5. File a lawsuit in a California Small Claims Court.

Did you know we have a free tool powered by AI that helps you create a demand letter to a company? Start writing your letter today. 

Your first step should always be to try and resolve the problem directly with the business. Directly resolving the complaint with the business will save you time, money, and stress down the road. 

Informal communications: Start by communicating your concerns through email or phone.  Make sure you keep copies of the emails and texts and also write down dates and times of every phone call with notes for each call (for example, “On April 22, 2024, at 11:00 am, spoke with Mario Rodriguez, a customer service representative, and he said they would get back to me within 7-10 days”).

Formal communications: If the business ignores your informal requests, it may be time to write a formal letter known as a demand letter. This way, you can outline your requests in the letter and notify the business that you will seek further action if the issue is not resolved.  

Here are some reasons why you should consider sending a demand letter to the business:

1. A demand letter signals to the business that you are serious about the issue and willing to take action to resolve it. Many problems are resolved by simply sending a demand letter.

2. If you end up filing a small claims lawsuit against the business (more on this below), the judge in your case may ask if you tried to resolve the problem out of court. By sending a written demand letter, there is a record of your attempt to resolve the problem out of court that you can include in your evidence. 

3. A demand letter will also help you organize your facts and evidence and create a timeline of events. This will help you remain consistent and factual as you go through the steps to resolve your complaint. 

Did you know we have an AI-powered tool that helps you create a demand letter to a company? Get started writing your letter.

Here is a video on how our demand letter tool works: 

Before escalating your complaint, keep trying to contact the business directly to resolve it. If the business fails to respond, consider contacting the business on social media. 

Here are some tips when reaching out to a business on social media: 

• First, try sending the company a direct message rather than a public post. If you don’t receive a response to your private messages, consider posting publicly. 

• When communicating the problem, use a less confrontational approach and give the company the opportunity to fix the issue before you “Twitter-shame” them. 

• Don’t threaten the company in your DM or public post. Engage with a customer service representative and present your case. But always be nice, no matter how angry you might be. Remember, the customer service representative is human, and empathy may go a long way in getting your complaint resolved. 

• Manage your expectations. You can realistically expect a response within a day or so.

If the business continues to ignore your requests even after you have tried communicating with them, consider leaving reviews on all available platforms, such as the BBB, Yelp, Trustpilot, and Google. 

What is the BBB?

The Better Business Bureau, better known as the BBB, is a non-profit that serves as an intermediary between companies and consumers. For example, if you want to complain about a California company’s bad business, you can file a complaint with the BBB. 

Keep in mind that the BBB is not a government agency and cannot force the business to resolve your complaint. Nevertheless, many businesses take BBB complaints seriously. 

Before filing a complaint with the BBB, check if the company has responded to past BBB complaints; otherwise, you may be wasting your time filing a complaint with the BBB. To check if a company has responded to BBB complaints in the past: 

1. Search for the company on the BBB website.

2. Look for the "Customer Complaints" section and click "Read Complaints." You will be able to see if the company has responded to any complaints.

Learn more in our guide to determining whether it’s worth filing a BBB complaint (hint: we think it’s worth filing a complaint with the BBB if the company has responded to BBB complaints in the past). 

Reasons why some businesses respond to BBB complaints:

• If the company is accredited with the BBB and doesn't respond to a BBB complaint, the business’s accreditation may be revoked, and the complaint becomes part of its BBB profile.

• If the company is not accredited with the BBB, the complaint will become part of their BBB profile.

• BBB reviews provide other consumers with confidence when engaging with a company. Companies do not want negative BBB complaints.

Reasons why some businesses don't respond to BBB complaints:

• They have already received too many BBB complaints, and another complaint won't affect them.

• The BBB is a non-profit that doesn't have regulatory power over them (the BBB can't stop them from doing business).

What types of complaints against businesses does the BBB handle?

The BBB handles a broad range of complaints against businesses. Here are some common types of complaints against businesses submitted to the BBB:

• Used and new car sales

• Disputes with phone companies (bills, overcharges, returns)

• Disputes against any business for their product or service

• Deceptive advertising

• Concerns with privacy policy or practices

• Disputes against a charity

How to File a Complaint Against a Business with the BBB

You can file a complaint with the BBB online. 

1. Visit the Better Business Bureau website.

2. Scroll to the bottom of the page and click the button “Start Your Complaint.”

Read more in our guide to filing a complaint with the BBB. 

What to Expect Once you Submit your Complaint to the BBB

• The BBB will forward your complaint to the company within 2 business days.

• The company will be asked to respond within 14 days, and if a response is not received, a second request will be made.

• You will be notified of the company’s response when the BBB receives it (or notified that they received no response).

• Complaints against companies are usually closed within 30 business days.

Make sure to be completely truthful in any public statements you make about the company.  If you later decide to file a complaint with a government agency or file a lawsuit, anything you post on social media or on any review websites that is inconsistent with the information you include in your complaint or lawsuit may be used against you. 

Most of the time, a specific government agency regulates a business. This means that government departments investigate complaints against businesses when they violate one of the many laws that protect consumers from deceptive business practices. California has its own government regulators, and so does the federal government.

If you are considering reporting a business, make sure they are licensed with the correct California licensing board or bureau you are filing a complaint with (in other words don’t file a claim against a mechanic with the Board of Dental Examiners). These agencies investigate claims against a licensee, a person licensed under their licensing requirements.

Before you file a complaint, have the following ready: 

• Organize your story.  Write down what happened and separate your feelings from the facts. 

• Create a timeline.  Present the events in the order in which they happened, using dates whenever possible. 

• Write down why you are filing a complaint.  On the complaint form, you will be asked to describe the event or business practice that was misleading to you and why. 

• Collect your evidence.  Prepare copies of contracts, letters, advertisements, sales slips, proof of payment, warranties, papers, or other documents that may support your complaint. 

If you sent the business a demand letter, you should refer back to your demand letter (remember, we have a tool that helps you write a demand letter if you haven’t done this already). 

What happens after you file a government complaint?

After you file the complaint, the government agency will likely reach out to you letting you know they have received your complaint. If they are unable to help you with your complaint, they will let you know. They will also let you know the time frame and their process for handling the complaint against the business.

Note that your issue will NOT be resolved against a business just because you filed a complaint with a California (or Federal) government agency.  This is only the first step. In most cases, it will depend on the government department you filed the complaint with and their internal process. 

Here are some examples of the authority of government agencies:

• Some government agencies have the authority to investigate consumer complaints and issue fines or take away a license required to do business if they find the business is at fault.

• Government departments can investigate consumer complaints; however, they cannot require the business to issue you a refund.

• Sometimes, government agencies have the power to help enforce a court order or judgment if you win a lawsuit against the business. If you learn about this information, save it as it may come in handy if you win in court and the business doesn’t pay you.

What types of complaints against a business can you file?

Each agency accepts different types of complaints, but here are some of the most common complaints against a business an agency can handle:

• When a business fails to refund you.

• When you purchase an item or a service from a business, but the business doesn’t respond to you.

• When the law requires the business to do something, but the business is not following the law.

• When you want to report bad business practices. 

Many government agencies also publish consumer guides for common problems.  In addition, we have articles to help you file complaints against insurance companies, airlines, contractors, and mechanics.

The government agency in charge of regulating a business knows common complaints or issues within its industry. They tend to publish consumer guides or consumer complaints so make sure you check out the agency's website to see if you have a common issue! 

Here are some popular guides:

Different California Government Agencies that Handle Complaints Against a Business 

Here is a list of California and Federal government agencies that accept complaints against businesses they regulate:

If the business area you are having problems with is not in the list above, please visit the California Department of Consumer Affairs list of government regulators by profession to guide you in filing a complaint against a California company or business.

Additionally, the Consumer Federation of California provides a consumer complaint directory.

If there isn’t a specific government agency that regulates the company you are considering filing a complaint against, you may be able to file a complaint with: 

1. The California Attorney General, 

2. The California Department of Consumer Affairs

3. Los Angeles County Consumer and Business Affairs

Filing a complaint with the California Attorney General 

Who is the California Attorney General?

The California Attorney General (“CAG”) is the state’s top legal advisor, with many responsibilities and duties, such as advising the state and representing California in court. Most importantly, the CAG investigates consumer complaints against businesses and individuals. The type of complaints they investigate varies and includes anything from discrimination to false representations by businesses. It is important to understand how to file a complaint with the CAG.

Filing a Complaint with the California Department of Consumer Affairs 

What is the California Department of Consumer Affairs?

The California Department of Consumers Affairs (DCA) is a consumer protection agency that administers licenses and certificates for all types of industries within the state of California. The DCA protects and serves consumers against many types of cases against licensed individuals and businesses. 

What types of complaints against businesses does the DCA handle?

The DCA handles a broad range of complaints against businesses. Here are some common types of complaints against businesses: 

• A licensed individual is not following proper laws when conducting business.

• Misleading or false business information or claims.

• Failure to refund after a consumer request. 

How to file a complaint against a business with the California Department of Consumer Affairs 

1. Visit the California Department of Consumer Affairs website.

2. You will need to select a profession or business from the scroll-down menu. 

3. Once you choose a profession or business, you will be redirected for further questions to file your complaint online.  

What types of lawsuits can be filed against a business in small claims?

You may also want to consider filing a small claims lawsuit in California small claims court. Many types of lawsuits can be filed against a business in small claims court, the most common lawsuits are over:

• Used and new car sales

• Disputes with phone companies (bills, overcharges, returns)

• Disputes against any business for their product or service

• Deceptive advertising

• When you buy a good or service from a business, but the business does not deliver it.

Review our guide to suing in a California small claims court. 

California Small Claims Court Limits

To be able to file a small claims court lawsuit in California, you are capped at the amount you can sue for, also known as "small claims court limits."

• If you are an individual suing a business, you can sue the business for a maximum of $12,500.

• If you are a Corporation or LLC suing another business (or individual),  you can sue for a maximum of $6,250.

If you are owed more than the amount you can sue for, you can still sue for the maximum amount allowed, but you will need to waive any additional amount over the limit.

How much does it cost to sue in small claims court? 

The amount you will pay to file a small claims lawsuit in California depends on the amount you are suing for. The court charges between $30 and $75 to file the lawsuit. If you cannot afford to pay court fees, you can ask the court to waive them.  

You will also need to pay to “serve” your lawsuit on the business you sued. Serving is the process of notifying the business that you have sued them. Serving costs range from $0- $125.  

Frequently Asked Questions about California Small Claims Court

• Do I need a lawyer to go to court? No, in fact, California does not allow lawyers to represent you at the initial small claims hearing.

• What are small claims hearings like in California? The hearings are quick and, on average, are 10-15 minutes. Learn more in our guide to preparing for small claims court. 

• How long do small claims cases take? A court usually schedules the small claims hearing no later than 70 days from when the lawsuit is filed. Learn more in our guide to the small claims process.

Did you know that we can help you prepare and file a California small claims case? Get Started.