How to Respond to a Complaint

  
     

                           What If My Company Receives a 
                         Customer Concern through the BBB


At times, despite best efforts, business and consumer may find themselves at odds. This means that at some point your company may receive a customer concern filed by a consumer through the BBB.

Your BBB requires that concerns must be filed in writing and must be signed by the consumer. The BBB does not accept anonymous complaints. Customer complaints may be received by e-mail, fax, mail, or hand delivery.

Company Contact: The company-designated contact is sent a copy of the concern by e-mail, fax, or mail, as requested by company, with a cover letter from the BBB asking for a response within 7 working days. The company should always reply to the BBB, even if the concern has been resolved with the consumer. If a time extension is needed, please contact the BBB so that it can be noted on the file. Target timeline for most complaint closures is 30 days. If your designated company contact changes or if you have e-mail address changes, please notify the BBB.

Company Response: The company response will be forwarded to the consumer with a cover letter from the BBB. Responses should be written in a professional manner. Always include the Complaint # in your response.

1. E-Mail Response: E-mail is the quickest and easiest way to respond to a complaint. If you have provided the BBB with an e-mail address, you will receive an e-mail stating that you have a new message from the BBB. The designated contact can answer the complaint using the link in the e-mail. If you need to forward the complaint to another employee for response, the business response can be sent to info@columbus-ga.bbb.org (please make sure to include the Complaint # in the subject line.)

2. Responses by fax or mail: Please fax your responses to 706-324-2181 or mail them to P.O. Box 2587, Columbus, GA 31902.

Publishing of Complaint Details: Upon closure of the complaint, its details will be published in your company’s Business Review. The BBB will review the details and remove any personal information, names, addresses, phone numbers, e-mail addresses, etc. from the details prior to publishing.

If you have any questions about the complaint handling process or regarding a specific complaint, please call the BBB at 706-324-0707 / 1-800-768-4222 or contact the BBB via e-mail at info@columbus-ga.bbb.org