BBB Launches Online Review Service

February 28, 2014

Better Business Bureau serving Southern Arizona has launched a customer review service that allows customers to voice opinions about any of the businesses that have a report with the BBB.

Since its inception BBB has fielded complaints from consumers as a means of settling disputes with businesses, but now consumers have a way to provide feedback regarding their experience with local companies.

“Like other rating sites we now allow customers to post reviews of businesses,” said Kim States, BBB CEO. “We take it a step further and verify that a transaction really did take place and the person posting the customer review did have an interaction with the business they are reviewing.”

Additionally, if a consumer files a negative review requesting a form of resolution from the business, BBB staff will contact the customer and encourage them to use the BBBs free dispute resolution service as an alternative. Consumers can not file both a complaint and a consumer review.

“If the review you want to post is negative we ask you to instead consider filing a complaint and seek resolution as opposed to just shouting your dissatisfaction without a goal to resolve,” States said.

BBB will only post consumers reviews once the reviewer’s email address is verified for authenticity, personal information and inappropriate text is redacted, and it has confirmed the reviewer was a customer of the business.

Businesses that are the subject of a review will have the opportunity to submit replies directly on the post. Reviewers also have the opportunity to add additional comments to their reviews at any time or in reply to a business’s comment. Reviews will have no effect on a business’s BBB letter grade.

Since launching the program in January, BBB has received 150 reviews from area consumers, with 62 percent being positive.

Consumers who wish to submit a Customer Review about a Southern Arizona business can do so by visiting the business’s Business Review on BBB’s website- and clicking on the “Customer Review” link on the right sidebar of the Business Review page.