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ComplaintNow.com is a consumer advocacy website helping consumers to find resolution to their complaints...
Here how it works.
Though the process which is explained in the image above looks very sophisticated, consumers will find it very simple once they post complaints and monitor them.
Explanation of Status:
OLD FORMAT:
ComplaintNow.com started the current process on 6/16/2011. The complaints posted before this date has the OLD status and they cannot be acted on automatically.
NEW: Once a new complaint is posted, it gets the NEW status which means that ComplaintNow.com has yet to make any attempt to notify the business about the complaint.
BUSINESS NOTIFIED:
Once a new complaint is posted, ComplaintNow.com attempts to notify the business about the complaint via e-mail. Once the notification e-mail is sent, the complaint gets the BUSINESS NOTIFIED status.
CANNOT NOTIFY BUSINESS/NO CONTACT INFO:
In cases where the e-mail information is not available for the business which is the subject of the complaint, ComplaintNow.com cannot notify the business. In this case, complaint gets CANNOT NOTIFY BUSINESS status.
BUSINESS CONTESTED:
Once the business reads the complaint and examines it, it can find that its view of the events leading to the complaint is different than the consumer's. In this case, business can share his view publicly by posting a comment or privately by sending a message to the consumer. Later business can change the status of the complaint to BUSINESS CONTESTED. If the consumer does NOT take any action on the complaint for two days, it is automatically considered RESOLVED.
CONSUMER INSISTS:
Once the business contests to the complaint, consumer is expected to examine the business' view shared publicly or privately. If the consumer is still not convinced and thinks that he is right then he can insist on the complaint by changing the complaint's status to CONSUMER INSISTS. If the consumer agrees to business' view, he can either mark the complaint as resolved which is the recommended action or take no action which will automatically lead to resolved status in two days.
BUSINESS CLAIMS RESOLVED:
Businesses and consumers are expected to reach a resolution after communicating via ComplaintNow.com or the business' official communication channel. Once the complaint is resolved to consumer's satisfaction, consumer is expected to mark the complaint is resolved. However, if the consumer fails to do so, business can change the complaint's status to BUSINESS CLAIMS RESOLVED. If the consumer does NOT take any action on the complaint for two days, it is automatically considered RESOLVED.
CONSUMER REJECTS RESOLVED:
Once the business claims that the complaint is resolved to consumer's satisfaction, consumer has the chance to reject this claim. If the consumer takes this router, complaint gets CONSUMER REJECTS RESOLVED status.
RESOLVED:
At anytime throughout the lifetime of a complaint, the consumer can mark the complaint as RESOLVED. Also, if the business contests to the complaint or claims that the complaint has been resolved and consumer takes no action for two days, complaint will automatically be considered RESOLVED.
What happens to the resolved complaints?
Resolved complaints are removed from ComplaintNow.com. They are only used to publish statistics about the businesses.
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