BBB makes it easy for people to file complaints. BBB handles complaints regarding any business, whether or not the business is a BBB Accredited Business. BBB also accepts complaints against charities and non-profit organizations. Primarily, BBB handles complaints relating to marketplace transactions, including advertising claims. This process is free to customers and businesses.
BBB Accredited Businesses are committed to respond to complaints promptly and appropriately. One reason the BBB encourages consumers to choose BBB Accredited Businesses is that customers have the added protection of knowing that BBB will enforce this Accreditation Standard and terminate BBB Accreditation of any business that fails to fulfill the company’s commitment to “be responsive” when a customer files a complaint with BBB.
Responding to BBB complaints is a good business practice and “the right thing to do” whether or not a business is BBB Accredited. A majority of non-accredited businesses cooperate with BBB by responding to complaints. Cooperation by non-accredited businesses is voluntary and not legally required. Unlike BBB Accredited Businesses, non-accredited businesses have not made a contractual commitment to respond to BBB complaints.
Many good businesses are BBB Accredited, but many other good businesses are not accredited. BBB is committed to dealing fairly and even-handedly with all businesses in the manner in which we handle, close and report customer complaints.
When you file a complaint
Everything you submit will be forwarded to the business within two business days. The business will be asked to respond within 10 days, and if a response is not received, a second request will be made. You will be notified of the business’s response when we receive it (or you will be notified that we received no response). Complaints are generally closed within 30 business days.
BBB’s goal is to close every complaint as “resolved,” meaning that the customer indicates that the issue has been corrected or explained to the customer’s satisfaction. However, not all complaints can be resolved. Sometimes this may be because the business doesn’t do what it should to resolve the matter. Other times, the complaint cannot be resolved because the customer may have unrealistic expectations.
If the company responds to a complaint but the customer remains dissatisfied, BBB may request a second response from the business. BBB staff will also consider whether mediation or arbitration by a BBB professional might lead to a resolution.
In some cases, BBB must make a judgment call to close the complaint as either:
Failure to respond appropriately to a BBB complaint will have a significant negative impact on the BBB rating of any business, since being responsive to customer complaints is a core element of both BBB Accreditation standards and BBB Reporting standards.
A complaint can be filed, by completing a complaint form, via one of the following two methods:
The following criteria should apply before proceeding with the complaint process: