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Frequently Asked Questions

What should I do if I have a complaint?

Contact the business that sold the product or service. A letter to the manager can be effective. Explain the service performed, the problem, and the resolution you are seeking. Include copies of related documents, such as receipts or warranties. For more tips, see the Consumer Self-Help Guide.

If you made the purchase by credit card and notice a billing error, you can dispute the charge. For more information, see the Federal Trade Commission's tips on fair credit billing.

If you are unable to resolve the issue with the business and the issue falls under BHGS authority, file a complaint with us. Find out what complaints BHGS can help with by selecting a Consumer Guide.

What happens once I file a complaint?

Your complaint will be reviewed to determine if BHGS has the authority to investigate your complaint. If not, you will be notified of other resources that can help.

What will happen to the business if I file a complaint?

Depending on the investigation, BHGS may take one of the following actions against the business:

  • Direct communication with the business to provide education.
  • A warning letter to address violations.
  • A citation and fine.
  • Administrative action to revoke the license.
  • Suspension of their license.
  • Administrative probation.
  • Referral to law enforcement, a city attorney, or district attorney.
  • For allegations with insufficient evidence to prove a violation occurred, a copy of the complaint is maintained on file for consideration in future complaint investigations.
  • For unfounded allegations, no action.

If I file a complaint, will I get a refund or will my item be repaired/replaced?

A refund, repair, or replacement is not guaranteed. If it is within BHGS authority, our staff will work with you and the business to find a resolution. BHGS can suggest ways for the business to compensate for any loss you experienced because of a violation, but cannot force a business to settle a dispute or issue a refund.

Additional Resources

For court action if you are seeking financial recovery:

For complaints about a manufacturer's warranty: Song-Beverly Warranty Act.

For product recalls or safety issues not related to a paid service: Consumer Product Safety Commission.

For complaints related to home warranties or product/phone insurance: California Department of Insurance.

For problems with your phone bill or phone service carrier: California Public Utilities Commission.

If you were scammed or for financial disputes, fraud, or identity theft: Federal Trade Commission.

For complaints about a financial product or service: Consumer Financial Protection Bureau.