BBB Delaware Began Publishing Complaint Details

July 30, 2013

BBB Business Reviews Will Provide New Opportunity for
Businesses to Demonstrate Their Attention to Customers

As mentioned in our Torch Newsletter earlier this year, the Better Business Bureau Serving Delaware planned to begin including complaint details in BBB Business Reviews starting this summer. We went live with this new program this week. This new information service is being implemented across the BBB system. Previously, complaints were classified into twelve categories and only the type of each complaint was reported, along with basic information on how that complaint was closed. Starting now, the text of the initial consumer complaint and business response, as well as the final consumer and business responses will also be displayed in Business Reviews. This change applies to both accredited and non-accredited businesses. Research has shown that consumers are looking for more detailed information on the types of complaints companies receive and how those complaints are ultimately resolved. This change also gives the business more of a voice in the published complaints, allowing consumers to observe their response to customer issues directly.

Because complaint detail will now be viewed by others, the BBB wants consumers and businesses to understand it is important that they do not include personally identifiable information in their complaints and responses/rebuttals. Personally identifiable information includes names, phone numbers, names of competitor businesses and order, invoice or contract numbers.

If you have any questions about complaint details, please CLICK HERE to contact your BBB for assistance.