do you tell people to sue us or go to the BBB when they have an issue with us?
The DMV advises all consumers who have a complaint against a dealer, inspection station, repair shop, or dismantler to make an attempt to resolve their complaint with the business manager.
what do you advise them if they don't get a favorable resolution?
The consumer is advised to contact the DMV Consumer & Facilities Services Complaint Unit.  You should keep a copy of all work orders in an easy-to-access location to protect your business.