How should a dealer respond to a complaint filed against them?

A dealer should respond to a complaint promptly and professionally, ensuring that all pertinent documentation is included to address the issue comprehensively. This approach reflects the dealer's commitment to customer service and compliance with regulatory standards. By responding in a timely manner, the dealer can demonstrate responsibility and take proactive steps to resolve the issue, which can help maintain a positive relationship with the customer and potentially mitigate any negative consequences that may arise from the complaint.

Additionally, providing documentation relevant to the complaint not only supports the dealer's position but also shows transparency in handling the situation. This thoroughness can foster trust and confidence among customers, demonstrating that the dealership values their concerns and is dedicated to resolving problems efficiently.

Options that suggest ignoring the complaint or responding without proper documentation can lead to further dissatisfaction or escalation of the issue, potentially harming the dealer's reputation. Delegating the response to an employee may also lack the personal touch and necessary knowledge about the specific complaint, which can result in inadequate follow-up and resolution.