BBB Complaint Instructions

St. Louis BBB only takes complaints on companies located in our 92-county region of Eastern Missouri & Southern Illinois. 

BBB does not take either side in a dispute. Instead, we work to facilitate communication between the company and the consumer to help both sides come to a satisfactory resolution to the complaint. In many cases, dispute resolution, including mediation and arbitration, may be available to help resolve the dispute. If you haven't already attempted to resolve your complaint directly with the company, you should do so before filing a complaint with BBB.

What happens when the complaint is filed?

BBB will forward the complaint to the company involved. Because most business firms care about satisfying their customers, complaints generally are resolved and the matter is closed. A firm's handling of complaints is part of a company's BBB Business Review and its BBB rating.

Occasionally, BBB may be unable to obtain any cooperation from the company. A pattern of unanswered or unresolved complaints becomes a part of the firm's record and is reported to those who ask about the company.

In extreme cases, BBB may refer its file on the company to a law enforcement agency to determine if further action is warranted.

What types of complaints does Better Business Bureau NOT handle?

Better Business Bureau does not handle complaints about employment practices, discrimination, or the prices charged for goods or services unless they involve misrepresentation. Also, BBBs will not process anonymous complaints. Complainants must provide their names, addresses and phone numbers. Generally, Better Business Bureau does not handle cases already involved in litigation.

What types of complaints does BBB handle?

BBB handles complaints involving marketplace activities -- misleading advertising, improper selling practices, non-delivery of goods or services, misrepresentation, un-honored guarantees or warranty, unsatisfactory service, credit/billing problems, contracts not fulfilled, etc. are handled by Better Business Bureau where the company is located.

Follow this link to fill out an online complaint form