Consumer Complaint Policy
Mesa Group Consulting is committed to addressing consumer concerns promptly, fairly, and transparently. This Consumer Complaint Policy explains how to submit a complaint, what to expect during our review, and how we work to resolve issues.
Table of Contents
OUR COMMITMENT
Mesa Group Consulting takes consumer complaints seriously. We believe that addressing concerns directly and quickly is the best way to:
- Resolve issues efficiently for our clients
- Improve our services and operations
- Maintain trust with the consumers we serve
- Comply with federal and state consumer protection laws
Our Compliance Department is responsible for receiving, reviewing, and responding to all consumer complaints. We encourage you to contact us first if you have a concern, as most issues can be resolved quickly through direct communication.
WHO CAN SUBMIT A COMPLAINT
Any consumer may submit a complaint to Mesa Group Consulting, including:
- Current clients: Clients actively enrolled in any Mesa Group service
- Former clients: Clients who previously used our services
- Prospective clients: Individuals who interacted with our marketing, sales, or enrollment process but did not enroll
- Authorized representatives: Individuals authorized to act on behalf of a consumer (see Section 4.3 for authorization requirements)
You do not need to have an active service relationship with Mesa Group Consulting to submit a complaint.
WHAT CONSTITUTES A COMPLAINT
A complaint is any expression of dissatisfaction or concern related to Mesa Group Consulting's products, services, communications, or business practices, including but not limited to:
- Concerns about service delivery, results, or progress
- Disputes about fees, billing, or payment
- Issues with communications (phone, email, SMS) or marketing
- Concerns about the conduct of Mesa Group employees, agents, or representatives
- Privacy or data handling concerns
- Accessibility issues with our website or services
- Concerns about compliance with federal or state law (CROA, FCRA, GLBA, TCPA, CCPA/CPRA, etc.)
- Disputes about advertising, sales representations, or promotional content
- Issues with third-party partners referred through our services
If you are unsure whether your concern qualifies as a complaint, please submit it anyway. We will review every submission.
HOW TO SUBMIT A COMPLAINT
4.1 Submission Methods
You may submit a complaint to our Compliance Department through any of the following methods:
Mail:
Mesa Group Consulting
Attn: Compliance Department — Consumer Complaint
5001 California Ave, Suite 219
Bakersfield, CA 93309
Through Your Client Portal:
Active clients may submit complaints through their client portal at portal.mesagroupconsulting.com by using the "Contact Compliance" or messaging feature.
4.2 Complaints in Spanish
Mesa Group Consulting accepts complaints in English and Spanish. Spanish-language complaints may be directed to compliance@mesagroupconsulting.com or by phone at 661-310-3040, and we will respond in the language in which the complaint was submitted.
4.3 Complaints Submitted by Authorized Representatives
If someone is submitting a complaint on your behalf, they must provide:
- Written authorization signed by you (notarized authorization is preferred and may be required for sensitive matters)
- A copy of their government-issued identification
- Sufficient information about you to allow us to verify the relationship
For complaints involving sensitive personal information or privacy rights, we may contact you directly to confirm the authorization.
WHAT TO INCLUDE IN YOUR COMPLAINT
To help us respond promptly and accurately, please include the following information when submitting a complaint:
- Your name (full legal name preferred)
- Best contact information (email address and/or phone number)
- Your relationship to Mesa Group Consulting (current client, former client, prospective client, etc.)
- A description of the complaint: what happened, when it happened, and who was involved
- The desired outcome: what resolution you are seeking
- Supporting documentation (if applicable): copies of correspondence, billing statements, contracts, screenshots, recordings, or other relevant materials
- Any prior contacts: whether you have spoken to anyone at Mesa Group Consulting about this issue and what was said
You are not required to provide any documentation to submit a complaint, but providing detail and supporting materials helps us resolve the issue more quickly.
OUR RESPONSE PROCESS
6.1 Acknowledgment
Upon receipt of your complaint, the Compliance Department will:
- Send an acknowledgment of receipt within three (3) business days
- Assign a complaint reference number for tracking purposes
- Identify the Compliance Department staff member assigned to your complaint
6.2 Initial Review
The Compliance Department will conduct an initial review of your complaint, including:
- Reviewing the facts and documentation you provided
- Examining relevant account records, communications, recordings, and account history
- Identifying the policies, procedures, or laws relevant to the complaint
- Determining whether additional information is needed from you
6.3 Investigation
If the complaint requires further investigation, we may:
- Interview the Mesa Group employees, agents, or partners involved
- Review training records, sales scripts, or marketing materials
- Examine relevant data, system logs, or transaction histories
- Consult with legal counsel or external compliance advisors if appropriate
6.4 Substantive Response
Once our review is complete, we will provide you with a substantive written response that includes:
- A summary of our review and findings
- Our position on the complaint
- Any corrective actions taken or proposed (e.g., refund, fee adjustment, service correction, training, policy change)
- Information about external resolution options if you remain dissatisfied (see Section 10)
RESPONSE TIMELINE
Mesa Group Consulting commits to the following response timeline:
| Stage | Timeline |
|---|---|
| Acknowledgment of receipt | Within 3 business days |
| Substantive response | Within 10 business days of receipt |
| Status update if extension needed | Before initial 10-business-day deadline |
| Final response if extension was granted | Within 30 business days total |
If a complaint requires extensive investigation (e.g., review of multiple service records, third-party partner involvement, or legal consultation), we may extend the response period. In that case, we will notify you before the initial 10-business-day deadline, explain why an extension is needed, and provide an estimated final response date.
CONFIDENTIALITY AND NON-RETALIATION
8.1 Confidentiality
Mesa Group Consulting handles consumer complaints with confidentiality. Information shared in your complaint will be:
- Limited to Compliance Department staff and others with a legitimate business need to review it
- Used only for the purpose of investigating and resolving the complaint
- Maintained in our records in accordance with our recordkeeping practices (see Section 11)
- Not shared with third parties except as required by law, with your consent, or as necessary to investigate (e.g., contacting a third-party partner involved in the complaint)
8.2 Non-Retaliation
Mesa Group Consulting will not retaliate against you for submitting a complaint. Submitting a complaint will not:
- Affect the quality or delivery of services you receive
- Result in termination of your account (except in cases of fraudulent or abusive complaints)
- Affect your eligibility for future services
- Result in adverse treatment by Mesa Group employees or representatives
If you believe you have experienced retaliation for submitting a complaint, please report it immediately to compliance@mesagroupconsulting.com.
RESOLUTION OUTCOMES
Depending on the nature and merit of your complaint, possible resolution outcomes include:
- Refund or fee adjustment: Full or partial refund of fees paid
- Service correction: Re-performance of a service or correction of an error
- Account adjustment: Correction of account records, billing, or status
- Apology and explanation: Acknowledgment of the issue and explanation of what happened
- Policy or training change: Internal changes to prevent similar issues in the future
- Termination of services: Mutual agreement to end the service relationship
- No action: If, after review, we determine the complaint is not supported by the facts or applicable law, we will explain our reasoning
We will explain our resolution reasoning in our substantive response (Section 6.4) so you understand how we reached our conclusion.
YOUR RIGHT TO EXTERNAL RESOLUTION
Submitting a complaint to Mesa Group Consulting does not waive your right to pursue external resolution. We encourage you to attempt internal resolution first, as this often produces the fastest outcome, but you have the right to file a complaint with regulators, consumer protection agencies, or pursue legal action at any time.
10.1 Federal Regulators
Consumer Financial Protection Bureau (CFPB)
Website: https://www.consumerfinance.gov/complaint/
Phone: 1-855-411-2372
Federal Communications Commission (FCC)
(for telemarketing/SMS complaints)
Website: https://consumercomplaints.fcc.gov
Phone: 1-888-225-5322
10.2 California Regulators
California Department of Consumer Affairs
Complaint Assistance Unit
1625 North Market Blvd., Suite N-112
Sacramento, CA 95834
Phone: (916) 445-1254 or (800) 952-5210
California Attorney General's Office
Consumer Law Section
1300 I Street, Sacramento, CA 95814
Phone: (916) 445-9555
Website: https://oag.ca.gov/contact/consumer-complaint-against-business-or-company
10.3 Better Business Bureau
Better Business Bureau (BBB)
Website: https://www.bbb.org
10.4 Other State Regulators
If you reside outside California, you may also file a complaint with your state attorney general's office or your state's department of consumer affairs.
10.5 Pre-Dispute Mediation & Arbitration
This section summarizes the pre-dispute mediation and arbitration provisions from Sections 21 and 22 of our Terms & Conditions. In the event of any conflict between this summary and the Terms & Conditions, the Terms & Conditions will control.
Pre-Dispute Mediation (Good Faith Required)
Before filing for arbitration, both parties agree to attempt good faith mediation to resolve the dispute informally.
- Conducted via video conference (Zoom or comparable platform)
- Must be scheduled within 30 days of the mediation request
- Approximately 20 minutes in duration
- Mesa Group pays all mediation costs, including third-party mediator fees
- Either party may appear with or without legal counsel
- Mediation is informal and confidential
- Statements made during mediation may not be used in any subsequent proceedings
If Mediation Does Not Resolve the Dispute
If the dispute is not resolved through mediation, either party may proceed to binding arbitration as described in Section 22 of the Terms & Conditions. Mediation is a prerequisite to arbitration, except where applicable law requires otherwise or where injunctive relief is sought.
Arbitration Details:
- Administered through JAMS under its Comprehensive Arbitration Rules and Procedures (or Streamlined Arbitration Rules for claims under $250,000)
- Conducted in Kern County, California, or at a mutually agreed location
- May be conducted by telephone, video conference, or written submissions
- Mesa Group will reimburse up to $300 of your arbitration filing fee
Individual Arbitration Only — Important Rights Waiver
- •All claims must be brought in your individual capacity only
- •No class actions, representative actions, or collective proceedings are permitted
- •By agreeing to our Terms & Conditions, you waive your right to a jury trial and to participate in class action lawsuits
This waiver applies to the fullest extent permitted by applicable law. Please review Section 22 of the Terms & Conditions for complete details.
Exceptions to Arbitration
The following types of disputes are not subject to binding arbitration:
- Claims that qualify for small claims court
- Actions seeking injunctive or equitable relief for intellectual property violations or unauthorized access
- Claims that applicable law prohibits from being submitted to arbitration
Opt-Out Right
You may opt out of the arbitration agreement by sending written notice within 30 days of first accepting the Terms & Conditions to:
Mesa Group Consulting
Attn: Compliance Department
5001 California Ave, Suite 219, Bakersfield, CA 93309
Governing Law
- These provisions are governed by the laws of the State of California, without regard to conflict of law principles
- The arbitration provisions are governed by the Federal Arbitration Act (9 U.S.C. §§ 1 et seq.)
- If arbitration does not apply, the exclusive jurisdiction and venue shall be the state and federal courts in Kern County, California
How to Initiate Mediation
To request mediation, contact the Compliance Department using any of the methods in Section 12 of this policy, or reach out directly at:
For complete terms, see Sections 21 and 22 of our Terms & Conditions.
RECORDKEEPING
Mesa Group Consulting maintains a Consumer Complaint Log that records every complaint received, including:
- •Date and method of submission
- •Complainant's name and contact information
- •Nature of the complaint
- •Investigation steps taken
- •Resolution and outcome
- •Date of substantive response
- •Reference to corrective actions, if any
Complaint records are retained for a minimum of five (5) years in accordance with the Telemarketing Sales Rule (TSR) and applicable state law, and may be retained longer as required for legal, tax, or operational purposes (up to seven years).
COMPLIANCE DEPARTMENT CONTACT
For all consumer complaints, questions about this policy, or to request the status of an existing complaint:
COMPLIANCE DEPARTMENT
Phone:
661-310-3040Mail:
Mesa Group Consulting
Attn: Compliance Department
5001 California Ave, Suite 219
Bakersfield, CA 93309
Hours of Operation:
Monday – Friday: 9:30 AM – 6:30 PM Pacific Time
Saturday: 10:30 AM – 2:30 PM Pacific Time
Sunday: Closed
The Compliance Department is the designated point of contact for all consumer complaints. Complaints submitted to other Mesa Group Consulting departments or representatives will be promptly forwarded to the Compliance Department for handling.
Complaints received outside business hours will be reviewed on the next business day.
CHANGES TO THIS CONSUMER COMPLAINT POLICY
Mesa Group Consulting reserves the right to update this Consumer Complaint Policy at any time to reflect changes in our practices, applicable law, or operational needs. When we make changes, we will:
- •Update the "Last Updated" date at the top of this page
- •Post the revised policy on our website
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