In Massachusetts the letter the attorney would send is a 93A demand letter for unfair or deceptive practices I think. Your state might have something like it. It generally lets the company know you are serious and will take this into litigation if you have to.
This is not intended to be legal advice in any way, just an FYI in general. You should consult a lawyer (the first consultation is sometimes free) to determine whether or not you have a case.