Advice On Using The Services Of The Better Business Bureau

by SuzyQ

posted on 10/02/2009

Most people know the Better Business Bureau as the place to go to file a complaint against a business or charity. Established in 1912 by business owners to help regulate advertising, the system has grown to more than 128 branches across the United States and Canada. Their current mission is to be the leader in advancing marketplace trust by setting the standards for ethical business behavior.

The Better Business Bureau is best known for its complaint handling procedures. If you, as a consumer, have run into problems with misleading advertising, improper sales pitches, late or non-delivery of products, goods or services, warranty or guarantee issues, billing and/or credit problems or just plain unsatisfactory service, the BBB can help you file a complaint and/or resolve the problem. They are your advocates in keeping the marketplace safe and honest.

So how do you go about filing a complaint against an unscrupulous business or charity? Here are some tips.

Find the local BBB chapter that is closest to you
To find a branch of the Better Business Bureau, go to http://www.bbb.org/ and plug in your zip code. This will bring up the local organization.

Check their chapter-specific guidelines for filing a complaint
Most chapters will follow the same general procedures, but depending on locale, some may have their own way of doing things. Almost all BBBs will ask if you, the consumer, tried to resolve the dispute with the manager or owner of the business. Sometimes a minor problem inadvertently escalates into a major one that might be able to get resolved without third party intervention. However, if talking to a manager or owner does not resolve the issue, then it is time to look for an alternate solution.

All complaints need to be in writing
You can write a letter sent by U.S. mail or hand-delivered; you can fax it in. Alternatively, you can use the online form that most BBB offices have. Be sure to be as specific as possible, citing dates, names of individuals you had dealings with and any other detail, no matter how trivial you think it might be.

The BBB will then inform the business of the complaint
The complaint is then forwarded to the company for resolution. As most businesses want to please their customers, the majority of complaints are taken care of in a timely matter and the issue closed. No company wants to be listed as uncooperative with the BBB.

If the problem can't be solved, dispute resolution may be used
Despite their best efforts, not all problems can be solved. You may be offered an opportunity for arbitration or mediation. This is rare, since most companies really do want to please their customers.

Outcome
If you and the company are unable to reach agreement, the company's record will show it has an "unresolved" dispute. If there are repeated incidents like this, the company may lose its accreditation with the BBB.

Consumers may check with the Better Business Bureau to see if the company or charity they are planning to do business with is listed with the BBB and the status of their membership. If the organization has a poor ranking with the agency, then this is a warning signal that you might want to take your business elsewhere.

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