Starting July 31, 2013, the Better Business Bureau Serving Metropolitan New York will offer complaint details in their online Business Reviews. Those viewing a Business Review on www.newyork.bbb.org will see the text of the initial consumer complaint and business response, as well as the final consumer and business response in reportable complaints. This change applies to accredited and non-accredited businesses and 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.
“Offering details about consumer complaints and business responses enhances transparency of the consumer dispute resolution process,” said Claire Rosenzweig, President and CEO of the Better Business Bureau Serving Metro New York. “We are excited about this new service that encourages consumers and businesses to work together in order to strengthen a marketplace of trust.”
BBB 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.
The published complaint details will not include personally identifiable information in either the complaints or the responses/rebuttals. Personally identifiable information includes names, phone numbers, names of competitor businesses and order, invoice or contract numbers.