New BBB Serving Greater Los Angeles Has Banner First Month Helping Consumers and Businesses

May 03, 2013

Arlington, VA (April 17, 2013) – BBB Serving Greater Los Angeles had a banner first month of operations, fielding nearly half a million inquiries and processing nearly 6,000 complaints. BBB LA was created by the Council of Better Business Bureaus (CBBB) and BBBs around the country after the former BBB of the Southland was expelled from the national organization on March 11, 2013, for recurrent failure to meet standards.

The new BBB LA is currently staffed by more than 50 experienced BBB professionals from across North America, as well as a team from CBBB. Most team members are working remotely, but at least one person is in Los Angeles on a weekly basis, and the organization will open an office and hire its first employee shortly.

“The launch of this ‘virtual BBB’ to temporarily serve the Los Angeles market has, frankly, gone much more smoothly than any of us imagined,” said Carrie A. Hurt, president and CEO of CBBB, the umbrella organization for 113 BBBs across the U.S. and Canada. “We have a stellar group of BBB professionals who are absolutely dedicated to making this a success. We have a number of LA businesses offering to help us launch a new, locally-run organization, and we plan to have interim leadership on the ground in the next few months.”

When she announced the expulsion last month, Hurt vowed that “BBB is not abandoning the LA market” and explained that CBBB staff had been working for months on contingency plans. When the former BBB was expelled, the virtual team took over almost immediately.

In the first month of operations, BBB Serving Greater Los Angeles:

  • Received 491,088 inquiries, mostly through but also through a toll-free phone line.
  • Processed 5,986 complaints and closed 1,441.
  • Opened 214 BBB AUTO LINE auto warranty dispute resolution cases and held or scheduled 42 arbitration hearings.
  • Handled over 2,000 calls from consumers and businesses.


These numbers are roughly the same number handled by the previous BBB prior to the expulsion.

Los Angeles area businesses that were accredited can continue to use the BBB seal during the transition and are being asked to confirm information in their BBB records at BBB LA is currently processing those requests, and will soon begin accepting new applications for accreditation.

Businesses and consumers can sign up for an e-newsletter to get the latest information about BBB Serving Greater Los Angeles at



For 100 years, Better Business Bureau has been helping consumers find businesses, brands and charities they can trust. In 2012, consumers turned to BBB more than 124 million times for Business Reviews on more than 4.5 million companies and Charity Reports on 11,000 charities, all available for free at The Council of Better Business Bureaus is the umbrella organization for 113 local, independent BBBs across the United States and Canada, as well as home to its national programs on dispute resolution and industry self-regulation.