You can give us a call, send an e-mail, or submit feedback via our website to let us know about your situation. First, we'll contact you to verify what happened. With your permission, we'll get in touch with the business owner to relay the complaint and see if there is a way they can make it right for you. Most of the time, it's an honest mistake: a call was missed by an answering service, or some paperwork slipped through the cracks. The business owner will follow up with you to resolve the issue. We will also check in to make sure you are satisfied with the results. Remember: good business owners want and need to hear honest feedback so they can improve their company's service.
If a business does not make it right with the customer and the complaint is legitimate, that business is removed from our online directory, as well as from subsequent editions of the handbook. It is rare that this happens, but we've learned over time that even topnotch businesses can lose their way. Your feedback helps us maintain the integrity of the N2N community for the benefit of all involved. That said, if you'd rather we didn't speak with the business owner, we will honor your wishes. We value your feedback and will keep your notes on file.