This study examines the various reactions of companies to customer complaints, focusing on Facebook as a platform. The analysis incorporated Burkart's communication-oriented public relations, placing particular emphasis on those complaints that raised doubts about the truth, accuracy, or legitimacy. The central research question was what response strategies companies employ and whether specific strategies are applied when complaints express doubts about a claim's validity. Six different Austrian companies were studied: ÖBB, Wiener Linien, Österreichische Post, Billa, McDonald's, and ORF.