What Do I Do If a Company Won’t Fix My Recalled Product?
If a company isn’t following through on a recall remedy it promised, your first move is to document every contact you’ve had with the company, then escalate to the federal agency that issued the recall. The Consumer Product Safety Commission (CPSC), National Highway Traffic Safety Administration (NHTSA), FDA, and USDA all take complaints when a company fails to deliver the repair, replacement, or refund it announced. You do not have to accept silence or a runaround.
Warning Signs to Act On First
Some situations need attention right away, before you work through the full escalation process:
- A dealer refuses to perform a free vehicle safety recall repair, no matter where you bought the car
- A recalled product is still in your home and involves fire, choking, or carbon monoxide risk
- A recalled children’s product — a crib, car seat, or high chair — hasn’t been repaired or removed from use
- You’ve already paid for a repair or part that should have been free under the recall
- A “refund” offer arrived by unexpected text or email asking for payment details
Step 1: Document Everything Before You Escalate
Agencies and companies respond better when you have a paper trail. Before you contact anyone else, gather:
- The recall notice or recall number, if you have it
- Dates and names for every call or email with the company
- Copies of any promised remedy in writing — a letter, email, or website confirmation
- Receipts, VIN, or serial numbers tied to the product
Step 2: Go Back to the Company in Writing
If your first attempt was by phone, follow up in writing. A written request creates a record and often moves faster than another phone call. Reference the recall notice directly and ask for a specific timeline. Keep a copy of what you send.
Step 3: Escalate to the Agency That Issued the Recall
Each agency has its own complaint channel for a recall that isn’t being honored:
- Vehicles: Federal law requires dealers to perform manufacturer safety recalls at no cost, regardless of where the vehicle was purchased. If a dealer refuses or a manufacturer stalls, contact NHTSA’s Vehicle Safety Hotline at 1-888-327-4236 or file a complaint at nhtsa.gov/recalls
- Household products: File a complaint directly with CPSC, and report the unsafe or unresolved product at SaferProducts.gov, a public database CPSC investigators review
- Food, drugs, and cosmetics: Contact the FDA through its Recalls, Market Withdrawals & Safety Alerts page
- Meat, poultry, and egg products: Contact USDA’s Food Safety and Inspection Service at fsis.usda.gov/recalls
Step 4: File With Your State Attorney General
If the company still isn’t responding after a federal complaint, your state attorney general’s consumer protection division handles unfair business practices, including companies that don’t follow through on promised remedies. Our guide on filing a state attorney general complaint walks through that process step by step.
Step 5: Consider Small Claims Court as a Last Resort
If you already paid out of pocket for something the recall should have covered for free, and the company won’t reimburse you after a written request and an agency complaint, small claims court is an option in most states. Filing limits, fees, and procedures vary by state and county courthouse, so check with your local small claims court for the exact rules before filing.
Decision Path: Who to Contact Based on Your Situation
- Dealer won’t do a free vehicle recall repair? Call NHTSA’s Vehicle Safety Hotline at 1-888-327-4236
- Company promised a household product refund or replacement and hasn’t delivered? File with CPSC and report at SaferProducts.gov
- Recalled food or drug seller won’t respond? Contact FDA or FSIS directly through the links above
- Already escalated to the agency and still stuck? File a complaint with your state attorney general
- Already paid money the recall should have covered? Consider small claims court after the steps above
Extra Caution: Recalls Involving Children’s Products or Vehicles
Move faster if the recalled item is a car seat, crib, or other product used by an infant or young child, or if a vehicle recall involves brakes, airbags, steering, or fuel systems. These categories carry the highest safety stakes, and CPSC and NHTSA both prioritize complaints tied to them.
How to Avoid Fake “Recall Refund” Scams During This Process
The Federal Trade Commission has warned about scammers impersonating companies with fake recall refund offers, especially once a real recall is in the news. If you’re contacted out of the blue about a refund and asked to click a link or provide payment information, stop. Go directly to the company’s website or the agency’s recall product page instead. Report suspected scams at ReportFraud.ftc.gov.
Evidence Limits
This article summarizes general escalation guidance from CPSC.gov, NHTSA.gov, FDA.gov, FSIS.gov, and the Federal Trade Commission. It does not evaluate any specific company’s recall response, and small claims court rules, filing limits, and timelines vary by state. Always confirm current procedures with your local court or the relevant agency before proceeding.
Frequently Asked Questions
What if the company says the recall remedy is no longer available?
File a complaint with the agency that issued the recall. Companies are generally expected to honor the remedy described in the recall notice, and the agency can look into cases where a company is not doing so.
Can a dealer charge me for a manufacturer’s vehicle safety recall repair?
No. Manufacturers are required to cover the cost of a safety-related recall repair. If a dealer tries to charge you, contact NHTSA’s Vehicle Safety Hotline.
How long does a company have to respond to a recall complaint?
Timelines vary by agency and by the specifics of each recall. Check the original recall notice or contact the issuing agency directly for the timeline that applies to your situation.
Where do I check the basics of how to find a recall in the first place?
See our guide on how to check recalls and your refund or replacement rights for the CPSC, NHTSA, FDA, and USDA databases and how to search each one.
Educational Disclaimer
This article is for general educational purposes only and is not legal advice. It does not evaluate any specific company, product, or recall dispute. For help with a specific unresolved recall, contact the relevant federal agency (CPSC, NHTSA, FDA, or USDA), your state attorney general’s office, or a qualified attorney.
