Not all customers are truthful and not all complaints are justified. However, customers should be treated as though they have a valid complaint until clear evidence to the contrary emerges. If a lot of money is at stake (as in insurance claims or potential lawsuits), careful investigation is warranted. If the amount involved is small, it may not be worth haggling over a refund or other compensation. However, it’s still a good idea to check records to see if there is a past history of dubious complaints by the same customer.