You paid for the product and services.  You signed the agreement. You paid the bill. 

And then something went wrong. 

Maybe the product or service wasn’t what you were promised. Maybe a business charged you for something you didn’t authorize. Maybe the seller failed to perform the work you paid for. Or perhaps you believe a company used misleading advertising or left out important information before you made the purchase. 

You tried contacting the business. You sent emails. You made phone calls. You asked for a refund or an explanation. 

And still, nothing. 

What can you do when a business won’t make things right? 

For Arizona consumers, filing a consumer complaint may be one step worth considering. But before you submit a complaint, there are several things you should do to give yourself the best possible record of what happened. 

Start by Documenting  

Before making a complaint, gather your paperwork. 

Save copies of: 

• Contracts and agreements 
• Receipts and invoices 
• Advertisements and promotional materials 
• Warranties and guarantees 
• Emails and text messages 
• Photographs 
• Repair estimates 
• Proof of payment 
• Statements showing charges 
• Relevant website pages or screenshots 
• Notes from conversations with the business 

Don’t rely on your memory alone. 

Write down what happened in chronological order, including important dates, who you spoke with, what was said, and what the business promised to do. 

The Arizona Attorney General’s Office specifically recommends separating the facts from your feelings and explaining what happened in chronological order. It also recommends providing copies of supporting documents while keeping the originals for your records. 

Give the Business an Opportunity to Fix the Problem 

In many situations, your first step should be contacting the business directly. 

Keep the communication professional and specific. 

Explain: 

1. What you purchased or agreed to. 
2. What went wrong. 
3. When the problem occurred. 
4. What you have already done to try to resolve it. 
5. What you are asking the business to do. 

For example, you might request a refund, repair, replacement, correction of an improper charge, or another specific resolution. 

Whenever possible, make the request in writing. Written communication creates a record of your attempt to resolve the dispute. 

The Federal Trade Commission recommends keeping notes about communications with a business, including who you spoke with, when you spoke with them, and what they promised to do. 

When Should You Consider Filing a Consumer Complaint? 

If the business doesn’t resolve the issue, you may have the option of filing a complaint with a government agency or another organization that handles consumer disputes. 

In Arizona, the Arizona Attorney General’s Office accepts consumer complaints involving deceptive or unfair practices in the sale or advertising of goods and services. Most other states have a similar state agency that accepts and investigates consumer complaints. 

The Attorney General’s Office may review a complaint to determine whether it has jurisdiction and, in appropriate circumstances, may use its informal dispute-resolution process to communicate with the business. 

However, filing a complaint does not mean the government automatically becomes your attorney or guarantees that you will receive a refund. 

The Attorney General’s Office specifically explains that it does not represent individual consumers and cannot guarantee a particular resolution but it may investigate where there are many consumers are affected by a business practice that is harming consumers. 

What About the Federal Trade Commission? 

The Federal Trade Commission (FTC) also accepts reports involving fraud, scams, and bad business practices. 

Reporting something to the FTC serves a different purpose from hiring an attorney or bringing an individual legal claim. 

The FTC explains that consumer reports can help investigators identify patterns, develop cases, and alert the public about emerging scams and deceptive practices. 

In other words, your individual report to a state agency of the FTC may become part of a much larger picture. 

You can report fraud or deceptive business practices through the FTC’s reporting system at ReportFraud.ftc.gov. 

Don’t Assume Every Complaint Belongs With the Same Agency 

Different types of disputes may be handled by different agencies. 

For example, depending on the problem, an Arizona consumer may need to consider contacting the Attorney General, the Arizona Department of Insurance and Financial Institutions, the Arizona Department of Transportation’s Motor Vehicle Division, Arizona Registrar of Contractors or another regulatory agency. 

The appropriate agency can depend on the type of business, the transaction, and the conduct involved. 

That is one reason it is important to clearly identify what happened and what type of transaction was involved before deciding where to submit a complaint. 

What About the Better Business Bureau? 

Consumers may also consider submitting a complaint to the Better Business Bureau. 

A BBB complaint is different from a government consumer-fraud investigation or a lawsuit. The BBB may facilitate communication between a consumer and a business, but it does not replace legal advice or determine whether a business violated Arizona law. 

Think of a complaint as one potential tool — not necessarily the entire solution. 

A Complaint Is Not the Same Thing as a Lawsuit 

Filing a complaint with a government agency does not automatically start a lawsuit on your behalf. 

Likewise, reporting a business to the FTC does not mean the FTC will bring an individual case for you. 

There may be situations where additional legal options need to be considered, particularly when a consumer has suffered significant financial harm or believes a business engaged in conduct prohibited by Arizona law. 

Arizona’s Consumer Fraud Act prohibits certain deceptive and unfair practices involving the sale or advertisement of merchandise. Arizona law also provides circumstances in which a private consumer may bring a claim. You can also read our blog on what the Arizona Consumer Fraud Act is and How it Can Help You as a Business owner and Consumer for more information. 

 prohibits certain deceptive and unfair practices involving the sale or advertisement of merchandise. Arizona law also provides circumstances in which a private consumer may bring a claim. 

Because deadlines and legal requirements can apply, consumers should seek guidance from an attorney to determine their options including any deadlines that may apply to their claims.  

Before You Hit “Submit,” Ask Yourself These Questions 

Before filing a complaint, make sure you can answer: 

• What happened Can you explain the problem clearly and factually? 
• When did it happen? Do you have the relevant dates? 
• What did you purchase or agree to? Do you have the contract, receipt, advertisement, or other documentation? 
• What did the business promise? Can you show what you were promised? 
• What did you pay? Do you have proof of payment? 
• Did you give the business an opportunity to fix the problem? Do you have records of your communications? 
• What do you want to happen now? Are you asking for a refund, repair, correction, cancellation, or another specific resolution? 

The more organized your information is, the better it will be to receive guidance on your options.   

Don’t Delete the Evidence 

This sounds simple, but it can be surprisingly important. 

• Don’t delete the text messages. 
• Don’t throw away the invoice. 
• Don’t discard the contract. 
• Don’t assume a website or advertisement will still be online later. 
• Take screenshots when appropriate and maintain your own records. 

If you believe you have been misled, overcharged, or otherwise harmed by a business, documentation can become extremely important in understanding what happened and evaluating what options may be available. 

When Should You Talk to an Attorney? 

A consumer complaint can be an important step, but it isn’t always the end of the process. 

If you’ve suffered significant financial harm, the business refuses to resolve the problem, or you believe the conduct may violate Arizona’s consumer-protection laws, it may be appropriate to discuss the situation with an attorney. 

An attorney can review the facts and documentation and help you understand whether there may be a legal claim and what options may be available. 

At A. Ferraris Law, we represent consumers who have been harmed by fraud, deceptive practices, and broken promises. 

If a business hasn’t made things right, don’t assume you have no options. 

Start by documenting what happened. Know where to report it. And understand your rights before deciding what to do next. 

Disclaimer: This article is provided for general educational purposes only and does not constitute legal advice. Every situation is different. If you have questions about your specific circumstances, consider consulting with a qualified attorney.  

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