Many US businesses mistakenly believe website complaints “only happen to big brands.” In reality, more than 4,000+ ADA digital accessibility lawsuits target small and mid-sized businesses each year — especially in California, New York, Texas, Florida, and Illinois. This guide explains how disabled users report inaccessible websites, how complaints turn into lawsuits, and what steps your business can take to prevent legal exposure. Internal links included throughout this article will direct you to ADA, WCAG, and legally significant case studies from GetADAAlert.
Why Website Accessibility Complaints Are Increasing in the US
Disabled users file complaints when websites fail to meet accessibility requirements under the Americans with Disabilities Act (ADA) and WCAG 2.2 standards. The Department of Justice (DOJ) has also increased federal enforcement, putting more pressure on businesses to comply.
This section explains the primary reasons complaints are rising and why US businesses cannot ignore accessibility obligations.
- Stricter ADA enforcement across states like California (Unruh Act) and New York
- High-profile lawsuits encouraging more users to take action
- More consumers relying on mobile and digital services
- Increased awareness among blind, deaf, neurodivergent, and mobility-impaired users
- Automated testing tools exposing non-compliance
ADA compliance overview | WCAG requirements explained
How Disabled Users File Website Accessibility Complaints
Disabled users follow certain steps when reporting accessibility issues. Understanding these steps helps businesses anticipate risks before they escalate.
Users commonly file complaints through:
1. Direct Website Contact or Email
Many disabled visitors first attempt to contact the business directly.
Typical messages include:
- “Your website is not usable with a screen reader.”
- “I cannot access your online menu or booking form.”
- “Your videos do not have captions.”
If ignored, the next step is usually escalation to formal channels or legal action.
2. Formal ADA Complaints Filed With the DOJ
Users may submit reports through the Department of Justice ADA portal.
These can trigger:
- Federal investigations
- Mandatory remediation timelines
- Settlement agreements
- Public enforcement records
3. State-Level Civil Complaints
States like California, New York, and Florida allow individuals to pursue statutory damages.
A user complaint can instantly become a lawsuit if:
- The business website blocks access to essential services
- Digital barriers make the user feel discriminated against
4. Attorney-Initiated Demand Letters
Law firms representing disabled individuals issue:
- Accessibility violation notices
- Settlement demands
- Threats of expedited litigation
Examples of heavily cited lawsuits:
- Robles v. Domino’s
- NFB v. Target
- NAD v. Netflix
5. Filing a Federal ADA Website Lawsuit
If issues remain unresolved, attorneys file federal claims alleging:
- Digital discrimination
- Failure to provide equal access
- Emotional harm and inconvenience
This is where most US businesses incur:
- $10,000–$50,000 settlement costs
- Mandatory accessibility remediation
- Long-term monitoring obligations
Common Reasons Users File Complaints About Your Website
This section covers the most frequent accessibility barriers reported by disabled users in the United States.
Top Accessibility Failures Leading to Complaints
- No screen-reader compatibility
- Missing alt text
- Error-prone forms
- Video without captions
- Keyboard traps and navigation failures
- Poor color contrast
- Inaccessible PDFs
- Broken mobile experience
- Missing ARIA labels
- CAPTCHA barriers
See real business examples:
Inaccessible Online Menu Case | Blind Patient Clinic Case
What Happens After a Disabled User Files a Website Complaint?
Understanding the timeline helps businesses predict the legal and financial impact.
Complaint → Investigation → Settlement → Mandatory Fixes
- User files complaint
- DOJ or state authority notifies the business
- Lawyers request compliance evidence
- The business must fix accessibility errors
- Operational disruptions may occur
- Financial penalties are issued
Cases that illustrate this process:
Bad Daddy’s Burger Bar | Small E-commerce Retailer
How to Prevent Disabled Users From Filing Website Complaints
This section focuses on actionable steps to reduce legal risk and deliver accessible user experiences.
Practical Prevention Strategies
- Conduct full accessibility remediation (WCAG 2.2 AA standard)
- Fix known issues before they escalate
- Ensure content is operable via keyboard and assistive tech
- Add captions and transcripts for media
- Replace inaccessible PDFs
- Ensure forms announce errors properly
- Add skip navigation links and ARIA roles
- Conduct monthly scans and manual reviews
ADA compliance solutions | WCAG checklist
US States Where Website Complaints Turn Into Lawsuits the Fastest
Certain states have higher litigation rates, especially for digital accessibility.
High-Risk States
- California (Unruh Civil Rights Act)
- New York
- Florida
- New Jersey
- Illinois
- Texas
- Massachusetts
Industry sectors at highest risk:
- Retail
- Hospitality
- Food service
- Healthcare
- Real estate
- Financial services
Retail | Hospitality | Finance
How to Stop a Complaint From Becoming a Lawsuit
If a complaint has already been filed, rapid action matters.
Immediate Response Plan
- Acknowledge the complaint professionally
- Avoid dismissive or aggressive language
- Provide a remediation timeline
- Demonstrate that accessibility work is underway
- Fix high-impact issues first
Case reference:
How to Make Your Website Legally Accessible Without Overcomplicating It
The simplest path to ADA compliance is professional, full-scale remediation.
Core Compliance Actions
- WCAG 2.2 AA remediation
- Accessibility fixes across all devices
- Policy creation (Accessibility Statement + VPAT)
- Ongoing monitoring
- Regular compliance updates
FAQs: Preventing Disabled User Website Complaints
How do disabled users report inaccessible websites?
They report issues directly to businesses, the DOJ, state civil courts, or attorneys who specialize in ADA digital discrimination.
Can a small business get sued for ADA website violations?
Yes. Most lawsuits target small and mid-sized businesses because they typically lack internal compliance teams.
How can I avoid ADA demand letters?
Remediate your website to WCAG 2.2 AA, maintain documentation, and apply ongoing accessibility updates.
What if only one disabled user complains?
One user is enough to trigger a lawsuit — multiple major cases started with a single complaint.
Protect Your Business Today
Protect your business from accessibility complaints and lawsuits before they happen. Get fully compliant with expert ADA remediation built for US legal standards.
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ADA compliance solutions | Industry compliance resources | Legal case studies