Complaint Process | BBB Heart of Texas

BBB Accredited Businesses are committed to responding to complaints promptly and appropriately.  One reason the BBB encourages consumers to choose BBB Accredited Businesses is that customers have the added protection of knowing that BBB will enforce this Accreditation Standard and terminate BBB Accreditation of any business that fails to fulfill the company’s commitment to “be responsive” when a customer files a complaint with BBB. 

Responding to BBB complaints is a good business practice and “the right thing to do” whether or not a business is BBB Accredited.  A majority of non-accredited businesses cooperate with BBB by responding to complaints.  Cooperation by non-accredited businesses is voluntary and not legally required.  Unlike BBB Accredited Businesses, non-accredited businesses have not made a contractual commitment to respond to BBB complaints.

Many good businesses are BBB Accredited, but many other good businesses are not accredited.  BBB is committed to dealing fairly and even-handedly with all businesses in the manner in which we handle, close and report customer complaints.  

Everything you submit will be forwarded to the business within two business days. The business will be asked to respond within 10 days, and if a response is not received, a second request will be made. You will be notified of the business’s response when we receive it (or you will be notified that we received no response). Complaints are generally closed within 30 business days.

1. Complaint opened
2. We work to get the complaint processed within 48 hours 
3. The business will be asked to respond in 10 calendar days from the date you filed the complaint
4. Consumers will be notified of the business response when the BBB receives it and will be asked to respond within 6 days.
5. If the business fails to respond, the consumer and the business will be notified.  Complaints are usually closed within 30 calendar days from the date you filed the complaint

BBB’s goal is to close every complaint as “resolved,” meaning that the customer indicates that the issue has been corrected or explained to the customer’s satisfaction.  However, not all complaints can be resolved.  Sometimes this may be because the business doesn’t do what it should to resolve the matter.  Other times, the complaint cannot be resolved because the customer may have unrealistic expectations.

If the company responds to a complaint but the customer remains dissatisfied, BBB may request a second response from the business.  BBB staff will also consider whether mediation or arbitration by a BBB professional might lead to a resolution. 

In some cases, BBB must make a judgment call to close the complaint as either:

1. Resolved -  The complainant verified the issue was resolved to his/her satisfaction.
2. Unresolved - The business responded to the dispute but failed to make a good faith effort to resolve it. 
3. Answered - BBB has not heard back from the consumer as to their satisfaction with the business's response, or the business addressed the issues within the complaint, but the consumer remains dissatisfied.

Failure to respond appropriately to a BBB complaint will have a significant negative impact on the BBB rating of any business since being responsive to customer complaints is a core element of both BBB Accreditation standards and BBB Reporting standards.  

A complaint can be filed, by completing a complaint form, via one of the following two methods:

1. Via the Better Business Bureau’s website – file a complaint.
2. Or by submitting a written letter of complaint (please include a brief summary of events and your desired outcome, as well as your and the company’s contact information – name, address, phone number) to:
   BBB Heart of Texas
   1805 Rutherford Lane, Suite 100
   Austin, TX 78754

The following criteria should apply before proceeding with the complaint process:

1. The consumer should have contacted the business at least once to resolve the issue. (This is not required but encouraged)
2. The complaint should be filed with the BBB that handles the service area where the business is headquartered. (Which BBB handles your complaint?)
3. The complaint must meet BBB National Complaint Acceptance Guidelines. 
   Below is a list of complaints that are beyond the purview of the BBB:
   • Employee/business disputes
   • Discrimination or harassment claims
   • Complaints alleging criminal acts may be filed (BBB may refer the consumer to law enforcement if deemed appropriate)
   • Claims already tried in a court of law
   • Cases that are already in or have been through litigation (The case must be formally filed. Talking with an attorney is not litigation)
   • Civil rights Claims
   • Regarding care provided by a medical professional (Complaints involving patient/client billing will be accepted)
   • Against companies that are out of business
   • Regarding the collection of debt (the BBB cannot act as a collection agency)
   • Issues based solely on the dissatisfaction of price
   • Buyers remorse
   • Complaints against an individual
   • Third-party complaints
   • When complainants are not seeking a resolution
   • Anonymous complaints
4. Typically, the issue complained of must have arisen within the previous 12 months (Note: warranties/guarantees or other extenuating circumstances may supersede this criteria).
   
   Learn more about our complaint acceptance guidelines.

1. Your complaint cannot be changed, edited or deleted once it has been submitted.
2. An exact copy of your complaint will be sent to the business.
3. Once a  complaint has been closed the text of the complaint may be publicly posted on the Better Business Bureau's website. Please do not include any personally identifiable information. By submitting your complaint you are representing that it is a truthful account of your experience with the business. The BBB may edit your complaint to remove any personally identifiable information and/or inappropriate language, but ultimately it is your responsibility to remove this information.