BAR describes complaint intake and investigative practices as complaints rise toward 19,000 a year

Bill Thomas, of BAR’s executive office, presented the bureau’s consumer‑complaint workflow and recent performance figures. BAR reported a rise in complaint volumes — "in 24‑25 fiscal year, we did 17,422" — and a projection to exceed roughly 19,000 complaints in the current year. Thomas described BAR’s goals: determine the nature of the repair transaction, gather evidence, and seek a resolution acceptable to both parties when possible.

The bureau explained intake changes designed to speed investigations: an online portal (bar.ca.gov/complaint), a complaint intake phone line, and a shorter online intake form that captures structured details; investigators now prefer to phone complainants to clarify facts instead of relying on lengthy written narratives. Thomas emphasized that investigative statements and documents are privileged under California evidence and Government Code rules and not subject to routine public disclosure.

BAR reported outcome metrics for FY 2024–25: $12,888 in restitution directly tracked, approximately $5.3 million in refunds to consumers, about $1.8 million in rework performed at no charge, and $2.2 million in bill adjustments — a total consumer‑savings number BAR presented as about $9.3 million. Thomas and advisory members discussed station inspection reports, records‑request reasonableness and timing, whether BAR explains non‑case findings to shops, and the possibility of an ARD portal so shops can check complaint status. BAR said it will consider a secure status portal but warned about public disclosure risks and the need to balance transparency against unfair public posting of unresolved complaints.

Members repeatedly urged more industry education about paperwork and records obligations; BAR said complaint visits are also opportunities to point out additional compliance items and to emphasize education over immediate discipline.