Sometimes we receive consumer complaints about a business and the quality of their service or product. While this isn’t something that we have authority over, we do have some information about what you can do when you encounter a quality of service issue.
What is a quality of service issue?
A quality of service issue is difficult to define because people have different ideas of what they consider to be good service or good quality. You might feel as though the quality of the good or service that you received did not meet the minimum standards of what you were expecting. If you feel dissatisfied with a product or service that you have paid for, you may be experiencing an issue that falls under this category. The following are some examples of what may be considered to be a quality of service issue:
- Jen went to a new salon for a haircut. She didn’t like the haircut and felt as though the stylist did not listen to what she wanted. She wants her money back.
- Brett and Chelsea hired a tiling company to tile their kitchen. After the work was completed, they felt that the tiling job was sloppy and poorly done. They want the company to come back and redo the work, but the company owner says that the work is fine and refuses to fix it without proper compensation.
- Victoria bought a dog collar online and after only using it one time the buckle cracked in half. The business does not provide refunds or exchanges, as laid out in the terms and conditions. She feels as though this is an unacceptable level of quality and wants her money back.
What can you do when you experience a quality of service issue?
Due to the subjective nature of these kinds of complaints, it can be a challenge to provide specific options for recourse as these kinds of issues vary in scope and cost. Depending on your issue, there may be laws that address your concerns, but sometimes it becomes a “he said – she said” type of dispute that may have to be resolved in court. Here are some options that you may want to pursue when you are experiencing a quality of service issue:
Try to resolve the issue with the business directly.
This should be your first step. Depending on what your issue is, you may be able to explain your case and the business may be happy to address your concerns. You may be interested in reading our blog posts about how to write an effective complaint letter, and general tips for resolving complaints.
Be aware that retail stores are responsible for setting their own refund and exchange policies.
It is important to ask retailers what their policies are before making a purchase.
Do some research to see if your issue is captured under any relevant laws.
Sometimes the Sale of Goods Act may apply to quality of service issues. If so, your options for recourse would be through the courts. Additionally, the Competition Bureau enforces misleading advertising and labelling provisions that may apply to your situation.
Check out the Civil Resolution Tribunal (CRT).
The CRT can help you try to resolve small claims disputes under $5,000 and strata (condominium) disputes of any amount. We’ve written a blog post that goes over what you can expect from the CRT.
If you want a legal opinion, consider trying the Lawyer Referral Service from the Canadian Bar Association.
They provide the opportunity for you to have a consultation with a lawyer for up to 30 minutes for a fee of $25 plus taxes.
I hope this information is helpful to you and please let me know if you have any other suggestions for ways to positively resolve quality of service issues.
About Consumer Protection BC
We are responsible for regulating specific industries and certain consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will be happy to provide you with as much information as possible. Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
ADDITIONAL READING:
Online shopping: tips to receive your refund when your package never arrives
Free trial traps: how to identify them and what to do if you’re stuck
What would you do? A guide to being a savvy consumer: gym memberships
Good Post.
I was desperate to have a townhouse (3 levels, 3 bdrm, 3 baths) clean and was willing to pay triple the money I would have pay under non urgent circumstances. This company sent in 2 workers. Prior to work being done, I was told over the phone it may take 4-6 hours. When the workers arrived, I asked approximately how long it would take now that they have seen the place and was told approx 3-4 hours. I said ok and that I need the place absolutely clean and sparkle for my client.
2 hours later the workers asked me for me to inspect. Dust and debris everywhere. Razor and small items from previous owner was still sitting at the same spot (Keep in mind it’s a vacant property. I had mention NOTHING in that place belongs to the new owners, is garbage and must go). Pink slime around the edge of bath tub, shower, rim of drain holes, base of faucets, shower walls/tiles. Old soap bar sitting in the soap holder, soap scum in bathtub and shower stand, tooth brush and feminine pad inside drawer. I took a piece of tissue and effortlessly wiped it around the drain hole rim to show the worker and the tissue had the pink slime on it. The list goes on. I called their manager to inform of the situation and was told he spoke to them and they will do it again. approx 30-40 minutes later I checked again. They literally only wiped those spots I’ve used as examples to their manager. I need to stress, even after giving them a second chance, the work was still not done properly. 2 hours and 40 minutes later, 2 bedrooms poorly vacuum, 2 bathrooms and 1 stair hardly cleaned, the rest of the place untouched. Zero dusting to window covering (blinds). I called their manager and sent them out of the property. I was told they were professional cleaners and are experienced as per their advertisement. I had to hire a new cleaning crew to redo the work as they hardly did anything for the property. I’ve sent video of before and after their work to the manager. Offered to give access for him to verify my complaint and gave him the opportunity to call me. The manager called nearly 24 hrs after. Offered 20% off for the service they’ve provided. I haven’t pay them and will not be paying as they have not done the work we’ve agreed upon. I had to pay another crew to redo the work. If anything, they’ve wasted mine and my client’s time. It’s like buying a product that does not work. Company offer to give discount regardless it does not work. Then going out to buy the same item again because that 1st one does NOT work. It’s a joke. Any thoughts on if I need to pay?
Hello and thank you for explaining your situation here. Due to the subjective nature of these kinds of situations, it can be a challenge to provide specific options for recourse but the first thing we would suggest is to definitely try working it out with the business. Sounds like you have already done this but we have written a blog post in the past on how to write an effective complaint letter. If this still doesn’t give you a satisfactory result, you may have to take the business to court. You can do this online now, through Civil Resolution Tribunal (CRT) and the link is here – https://civilresolutionbc.ca/. I hope you will be able to work this out with the business.