Was the complaint filed against you?
No, against my business.
Has the complaint yet to be resolved by the CSR?
Yeah, it hasn't been resolved yet.
Since the CSR was not able to resolve your complaint, your case will now be sent to an Automotive Facilities Inspector for a formal investigation.
What happens after the investigation?
This will depend on what is found in the investigation. The result could be no action at all, a warning letter Notice of Investigation put in your file, or a formal administrative hearing before an Administrative Law Judge.
They said something about a hearing waiver where I would just pay a monetary penalty. What if I don't accept the waiver?
If you reject their offer, a hearing must be held.
What does the hearing process entail?