When Customer Service Fails, What Can You Do?

Once upon a time, customer service meant something. A company’s reputation depended on treating people right, fixing mistakes, and ensuring customer satisfaction. But today? Many consumers feel like they’re shouting into a void, getting passed from one department to another without resolution.

 

Just ask Jim Laffiteau. He rented a car from Avis, followed their instructions when it malfunctioned, and still got hit with an outrageous $7,500 charge. His story is a cautionary tale—and a powerful lesson in persistence.

A Routine Rental Turns Into a Costly Headache

Last fall, Jim rented a Chevrolet from his local Avis. Everything seemed fine until the car started malfunctioning, refusing to go over 40 miles per hour. Fortunately, the vehicle had a BlueStar satellite diagnostic system, which confirmed there was a mechanical issue and advised Jim to bring it in for service.

 

Following Avis’s instructions, he dropped the car off at the nearest Chevrolet dealership and left the service manager with Avis’s contact information. That should have been the end of it. But months later, Jim got a shocking surprise—his bank account had been debited $7,500.

 

Why? Avis claimed he never returned the car.

 

Despite following protocol and providing documentation, Jim found himself in a battle against an unresponsive bureaucracy. Phone calls led nowhere. Emails went unanswered. It was as if no one even considered the possibility that he was telling the truth.

When Companies Won’t Listen, Who Will?

After months of frustration, Jim reached out to TrustDALE, an independent consumer advocacy group led by veteran investigator Dale Cardwell.  The very next day, Avis refunded $3,000. A partial victory, but clearly an attempt to make the problem disappear without fully resolving it.

 

Jim and the TrustDALE team kept pushing. Eventually, Avis relented, offering a full refund. Their official response?

 

"While we require customers to return rented vehicles to our locations and do not have a record of communication of suggesting otherwise, we have decided to issue a refund."

 

Translation: They never admitted wrongdoing. But they gave Jim his money back. And that’s what mattered.

 

When asked if he believed he would have ever recovered his money without TrustDALE’s help, Jim’s answer was simple:  "Absolutely not. Without an advocate, I would have been forced to take legal action, and even then, who knows if I would have won?"

Lessons Learned: The Three P’s of Dealing with Large Corporations

Jim’s story isn’t unique. Many consumers find themselves in similar situations—charged unfairly, ignored by customer service, and left without options.

 

So, what can you do? Dale Cardwell offers three key strategies:

  • Be Patient – Bureaucracies move slowly. Stay calm and keep detailed records of every interaction.
  • Be Polite – It’s easy to lose your temper when faced with corporate indifference, but a respectful tone keeps doors open.
  • Be Persistent – Don’t take the first “no” as the final answer. Keep pushing, escalate your complaint, and don’t let them brush you off.

And if all else fails? Call TrustDALE. Because sometimes, companies only respond when they realize someone is holding them accountable.

 

Have You Had a Similar Experience?

If you’ve ever battled a company over unfair charges or bad service, you’re not alone. Share your story in the comments—what worked, what didn’t, and how you fought back.

For more consumer protection tips and help resolving issues, visit TrustDALE.com. Because every consumer deserves a fair fight.