Consumer complaints are an inevitable part of doing business. How you respond can shape your dealership’s reputation and have lasting impacts on your customer relationships. At NHADA, we work alongside our members to support fair, consistent and professional resolutions to every complaint. Here are a few tips and how NHADA can support you along the way:

1. Listen First

Customers want to be heard. Encourage your team to listen without jumping in, confirm what they’ve heard to make sure they understand and respond with empathy.

NHADA Support: It often helps to have a neutral third party involved. I can pass along unbiased information, remove the emotional element from tough situations and make sure communication stays respectful and professional. The back-and-forth communication can be time-consuming, so leave that part to me. I’ll handle it and keep you updated.

2. Have a Clear Process

Having a consistent way of addressing complaints makes life easier for you, your customers and your team. Everyone should know who handles what, how to document issues and when something needs to be escalated.

NHADA Support: When you’re dealing with an unhappy customer, feel free to reach out to AutoCAP. I’ve seen what works (and what doesn’t), and I’m happy to talk it through with you. While I don’t provide legal advice, I can connect you with our legal and compliance partners if you need someone to take a closer look at your situation.

3. Learn From It

If you keep encountering the same kinds of complaints — like confusion about paperwork or service expectations — something in your process might need a second look. And don’t underestimate the power of following up with a customer afterward. Taking the time to check in shows that you care and can turn a negative experience (or review) into a positive one.

NHADA Support: I track complaints from dealerships across the state. I am happy to share the trends we’re seeing and even help identify patterns at your own store. We can also recommend forms and materials to support dealership accountability and improve customer understanding before issues arise.

Whether you’re looking for a second opinion, ideas for resolving a specific issue or a connection to legal or compliance support, I’m here to help. Conversations are confidential, and the goal is always the same: finding fair, practical solutions that work for everyone involved. Please reach out to me at rmalkin@nhada.com or (603) 224-2369.

Learn more about the Automotive Consumer Assistance Program (AutoCAP).