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Days Warranty

June 17th, 2009

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How do I take legal action on a small business who fails to honor their warranty?

We purchased a used drier from a local, small business. The drier came with a 90 day warranty and after two weeks, it sounds like it needs a new belt. The business is unresponsive and owner now ignores our calls. When we visited the store, we are told the owner is the one to talk to but he is never present. What can we do???

OK. Here's what you do. First, you write a letter to the business detailing the problem with the dryer and politely asking them for warranty service. Request that the business reply within 30 days (it is important that you give them at least thirty days to respond, since many states have laws requiring this amount of time be given before legal proceedings are begun). Include a copy of your receipt with the letter. Send the letter by Certified Mail, Return Receipt Requested. This will enable you to later prove that the business received the letter within the 90 day period. Business owners know that a certified letter is often a prerequisite to some legal action, and the mere sight of a certified letter is often enough to change their minds.

In the meanwhile, act as though the business is not going to respond, and collect your evidence in case you need to use it later. A video recording of the dryer while it is making those horrible noises (and/or credible and neutral witnesses who can testify as to the exact nature of the problem with the dryer) would be a good idea.

If the business does not respond within 30 days to your letter asking for warranty service, you should go ahead and have the dryer fixed by some other company. Once you have done this, file your case in small claims court. Small claims court is easy to use, and is designed for exactly your kind of situation (in fact, you have a textbook case).
Go to the county courthouse and ask the clerk to help you file a complaint. Once the complaint is filed, the court will summons the business owner to court, and each of you will tell your side of the story. If you have good evidence, then it will be no contest. The court will order the business owner to make compensation to you for the cost of fixing the dryer (since it was under warranty and they refused to give warranty service). In some states, if the court determines that the business owner was malicious and acted with bad faith, then you could be entitled to "treble damages" (meaning the business owner would have to give you three times the costs you incurred as a result of his failure to honor to warranty contract).

To get the gritty specifics, go online to the website of the attorney general for your state. Search for "consumer protection." The websites of most states' attorneys general will give an outline of what exactly people should do in that state in cases like yours.

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