What are the ways to complain about the decoration company?
Route 1: directly contact the after-sales department of the enterprise.
As far as home improvement is concerned, most home improvement companies adopt the foreman responsibility system. When encountering problems or disputes, consumers can negotiate with the foreman to solve them, or they can report the situation to the after-sales department of the home improvement company. If consumers are dissatisfied or encounter problems in the decoration process, most home improvement companies will get in touch with consumers within 24 hours after receiving complaints, and send special personnel to the scene within 48 hours. For the problem that the facts are conclusive and the fault is obviously in the decoration side, the company will generally deal with it as soon as possible from the perspective of consumers to avoid delaying the construction period.
Applicability: The sued enterprise has a large scale and a perfect management system.
Path 2: Negotiate with Home Store.
As a home store that provides a place for enterprises to sell products, it should also bear corresponding responsibilities for disputes arising in the process of consumption. Therefore, when the communication between consumers and dealers or corporate headquarters is unsuccessful, even in the process of communication, they can also report the situation to the home store where the seller is located. When signing a contract with a merchant, consumers choose the unified model provided by the store. In addition to requiring sellers to stamp, they also need to stamp the store contract at the store service desk, which is equivalent to "double insurance" on the contract.
Applicability: Stores selling products have high brand awareness and are binding on enterprises.
Path 3: Seek the help of consumer associations.
When consumers encounter problems in the decoration process and cannot communicate with enterprises, many people first think of complaining to the Consumers Association. When making a complaint, it is necessary to have a clear object of complaint and provide the exact address, telephone number and other information of the defendant, so that the staff of the Consumers Association can contact the defendant. Consumers also need to provide relevant evidence, such as invoices and contracts. If the two sides disagree on the facts, the staff will ask the defendant to give evidence. If the responsibility lies with the defendant, the Consumers Association will come forward to mediate.
Applicability: The sued enterprise has a certain scale and relatively perfect management.
Channel 4: Complaints to trade associations
When encountering household disputes, complaining to relevant trade associations is also one of the ways to solve the problem. Most trade associations have consultation and complaint departments. Take Beijing Building Decoration Association as an example. It has a home improvement committee with dozens of member units and a special consultation and complaint department. Staff with certain professional knowledge will make a preliminary judgment on the crux of the problem after receiving the complaint. If the fault of the decoration enterprise is obvious, the staff will get in touch with the complained home improvement company and invite both parties to the association for an interview. For cases with complicated reasons, the association will send staff or industry experts to the site to identify the responsibilities, and then further coordinate the work after dividing the responsibilities.
Application: The sued enterprise is a member of the Association.
Path 5: Solve it through legal channels.
In case of household disputes, consumers can also take legal arbitration. However, arbitration requires both parties to reach a clear agreement in advance. If there is no agreement between the two parties in advance, they can negotiate afterwards, and both parties can agree to submit it to an arbitration institution for arbitration. The above five complaint channels are parallel, and there is no order. However, if consumers choose arbitration or prosecution, the previous mediation channels will no longer mediate the case.
Applicability: Consumers have suffered huge losses and have enough time and energy to respond to lawsuits.
legal ground
Law of the People's Republic of China on Protection of Consumer Rights and Interests
Article 46 If a consumer complains to the relevant administrative department, the relevant administrative department shall handle the complaint within seven working days from the date of receiving it and inform the consumer.