COMPLAINTS CASE STUDIES

January to December 2002

Date Received	Description Of Case	Result After CAC Intervention
Dec-24-02	A consumer purchased a pair of slippers, but after wearing them once, one of the straps burst. A request to have it replaced was denied.	Subsequent to the CAC’s intervention, within one day, the complainant received a full cash refund of J$1,050.00
Dec-12-02	The complainant deposited J$250,000.00, that is, 50% with a reputable new & used car dealership on Half- Way- Tree Rd, towards the purchase of a motor vehicle. The vendor arranged financing for the balance through a credit union, but quoted an incorrect proposal from the institution, which the complainant had found feasible, but which was, not to his knowledge, an error. The correct figure was subsequently quoted, but the complainant rejected it and requested a refund. The vendor imposed a 10% fee as a result of the cancellation.	Within 3 ½ weeks of the CAC’s intervention, the complainant received a full cash refund of J$250,000.00
Dec-09-02	A complainant contracted with a carpet cleaning company to have her settee cleaned. She had requested that a steaming machine be used but soap and a washing brush were used instead. When the job was completed, it was discovered that sections of the fabric were badly burnt by the chemical used. The consumer had difficulty obtaining compensation.	Upon the CAC’s intervention, the complainant was given a full cash refund of J$5,700.00 within two days.
Nov-04-02	A complainant paid for an airline ticket prior to obtaining the Jamaican Passport. However, the passport was not processed in time for the arranged date of travel. Refund was requested from July 2002; however, to date of the complaint 4 months later, it had not been received.	Within 2 ½ weeks of the CAC’s intervention, the complainant received a full cash refund of J$16,683.00
Oct-30-02	A consumer made a deposited on a computer, which should had been delivered within a week. However, up to the time of the complaint three (3) weeks later, it had not been delivered. The complainant requested a refund but was unsuccessful in obtaining it.	The CAC negotiated a full cash refund of J$22,865.00 within three days of its intervention.
Oct-08-02	The complainant purchased a refrigerator from a small appliances and jewellery dealer in the Downtown Kingston area, and found splits inside the freezer a few days later. A technician visited and confirmed that the item could not be repaired. The vendor sent a replacement and appeared used. The complainant rejected the replacement, but had difficulty settling amicably with the vendor.	As a result of the CAC’s intervention, the complainant received a full cash refund of J59, 000.00 in three weeks.
Sept-05-02	The complainant received a letter from the utility company, stating that she was in arrears to the tune of J$723, 005.69 for premises from which she had moved seven (7) years earlier. She was horrified at the communication and noting that she lived alone, she expressed concern that her monthly bills from the company were in excess of J$4,000.00 and growing. She approached the CAC in desperation.	The CAC intervened and the company was at first adamant that the meter readings were correct and that the balance had to be settled. The CAC persisted and not only were the arrears removed, but the complainant also received a credit of J$3,000.00 to her account
Sept-02-02	To the date of lodging the complaint, the complainant had not been able to received cupboards purchased from a reputable wood products dealer in St. Andrew; she had paid seven months earlier. She requested a refund and was given a “bounced” cheque for the amount paid.	After 2 ½ months of deliberations, the CAC was able to negotiate a full cash refund of J$50,000.00 on the complainant’s behalf.
Aug-13-02	After removing the complainant’s vehicle from an accident scene, the driver of a wrecker company accidentally damaged the unit due to certain misjudgments in certain distances while parking the complainant’s vehicle. The company refused to accept full responsibility for the damage however thus the complainant sought the CAC’s assistance.	As a result of the CAC’s intervention, after 6 ½ months of negotiations, the complainant received a partial refund of J$7, 000.00
Aug-08-02	The complainant’s vehicle met in an accident and the Insurance company with which the complainant was insured offered much less than what the vehicle was actually insured for. The matter was reported to the CAC for its intervention.	The CAC intervened, and the complainant received a refund of J$102,000.00
Jul-03-02	The complainant purchased a computer. However, the modem stopped working. The complainant returned to the store from which the item had been purchased and discovered that the business had closed, leaving no forwarding address or contact number. The matter was reported to the CAC for its intervention.	The CAC assisted the complainant to make direct contact with the supplier, who supplied and replaced the defective part free of cost.
May-14-02	The complainant’s wife purchased an item from a major furniture & appliance dealer at which he worked; she subsequently fell into arrears amounting to $8,000. The company went ahead and deducted $10,000 from the complainant’s salary without any written agreement to do so. The matter was reported to the CAC for our intervention.	After negotiations between the Vendor and the CAC, the complainant received a full refund of J$10,000.
Apr-24-02	The complainant sought to purchase diesel oil for his vehicle, but received gasoline instead. On his way to the country, the vehicle subsequently broke down and it was found that the filter had to be changed. The engine was damaged and the vehicle could not function as a consequence of what had occurred. The matter was reported to the vendor and a sample sent to the lab for testing.	As a result of the CAC’s intervention, the complainant received compensation of J$117,000.
Feb-11-02	The complainant purchased chicken tenders from the vendor and found large pieces of white glass bottle concealed in the chicken. The matter was reported to the Head Office of the company, after which the complainant awaited redress.	As a result of the CAC’s intervention, the entire batch of chicken tender prepared, was withdrawn.
Aug-07-01	The complainant’s house was damaged due to the construction of a highway. The matter was reported to the relevant authorities, which informed the complainant to submit a claim, which would result in the necessary repairs being done. The repairs were however not forthcoming and the CAC’s assistance was sought to resolved the matter.	After 1 year and 3 months of deliberations, the CAC was able to negotiate with the contractors to effect the necessary repairs.