A Dealer's Playbook for Handling Complaints

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Customer complaints and regulatory investigations can quickly impact your dealership’s reputation, ratings, and relationships within the community. Handling them effectively not only resolves issues faster but also strengthens trust with both customers and regulators. This session provides practical guidance and actionable strategies to respond to complaints and navigate investigations with confidence.

Join Christine Staiano, Partner, and Samantha Stanciu, Senior Associate, from LaBonte Law Group to learn best practices that improve customer satisfaction, protect your dealership’s reputation, and minimize long-term risk.

Agenda Topics Include:

• Strategies for responding to customer complaints promptly and professionally
• How to manage regulatory investigations effectively
• Steps to maintain and improve dealer ratings
• Building a reputation of trust in your community and with regulators
• Practical tips to prevent future complaints and issues

Speakers:

• Christine Staiano, Partner·LaBonte Law Group PLLC
  Christine has more than 28 years of experience in the transportation industry and has represented automobile dealerships in all facets of the business. Christine is primarily responsible for assisting the legal needs of clients in the firm’s monthly retainer program and conducting training seminars for dealership employees.
• Samantha Stanciu. Senior Associate·LaBonte Law Group PLLC
  Samantha Stanciu is a Senior Associate at LaBonte Law Group, PLLC, with extensive experience in contracts, employment law, corporate law, and transactional matters. Furthermore, Ms. Stanciu trains clients on regulatory matters and assists clients with DMV complaints and administrative hearings. She serves as a strategic legal advisor to clients, delivering practical, business-focused solutions while navigating complex legal and regulatory issues.