Frequently asked questions
BBB customer reviews allow customers to share with BBB and the public their opinion – good or bad – about companies with which they had a marketplace interaction. Unlike most review sites, BBB requires customers to provide their name and shares this information with the business to confirm the interaction and prompt a response. This, and other measures, help maintain the integrity of BBB’s customer reviews by reducing the incidence of fake reviews. Customer reviews are not used in the calculation of BBB Ratings.
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A business can get more positive reviews by adding the BBB official ‘Submit a Review’ button on their website. They can also share a link to their BBB Business Profile with their customers so they can submit customer reviews.
BBB Member Accredited Business benefits include many tools for customer reviews.
Find out how to install the customer review app on your smartphone or tablet.
Customer reviews do not expire on the BBB Business Profiles.
The review will typically be posted after 72 hours. Customer reviews must be regarding a marketplace interaction, have the customer’s full name, and the customer’s email address must be verified.
If you feel that the review is not from one of your customers, you can log into your BBB Business Account and select "My Complaints and Customer Reviews" and click "Manage BBB Customer Reviews." Click the link that says "Indicate that the individual was not a customer of your business" with this form. BBB will take your information and ask the customer for proof of the interaction. Customer reviews can only be removed/retracted by the customer.
BBB does not own the reviews, the customers do. BBB is a neutral third party that facilitates communication between a customer and the business.
Communications Decency Act
The US Congress passed the Communications Decency Act in 1996. The Act contains the following language under the heading “Protection for Good Samaritan blocking and screening of offensive material":
“No provider or user of an interactive computer service shall be treated as the publisher or speaker of any information provided by another information content provider.”
In other words, online intermediaries that host or re-publish speech are protected against a range of laws that might otherwise be used to hold them legally responsible for what others say and do. Protected intermediaries include any online service that publishes third party content. Through these provisions, Congress granted interactive services immunity from tort liability so long as the information is provided by a third party.
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