OVERVIEW OF BBB GRADE
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB assigns letter grades from A+ (highest) to F (lowest). In some cases, BBB will not grade the business (indicated by an NR, or "No Rating”) for reasons that include insufficient information about a business or ongoing review/update of the business' file.
BBB Business Reviews generally explain the most significant factors that raised or lowered a business' grade.
BBB grades are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' grade in addition to all other available information about the business.
BBB grades are based on information in BBB files with respect to the following factors:
1. Business' complaint history with BBB.
The BBB grade takes into account the following information with respect to closed complaints that relate to a business' marketplace activities:
BBB analysis of a business' complaint history generally takes into account the business' size if BBB has reliable information from the business to establish its size. If BBB cannot reliably determine business size, it will consider business to fall within BBB's smallest size category.
2. Type of business.
A business' BBB grade is lowered if, in BBB's opinion, the business falls within either of the following two categories:
3. Time in business.
A business' BBB grade is based in part on the length of time the business has been operating. Time in business is most frequently determined from information provided by the business; while BBB expects businesses to provide accurate information, BBB will verify information if BBB has reason to believe provided information is not accurate. If the business has been asked for time in business information but does not provide it to BBB, BBB will consider business to have started at the time BBB opened its file on the business unless BBB file indicates an earlier time.
4. Background information on business in BBB files.
A business' BBB grade is lowered if:
5. Failure to honor commitments to BBB.
A business' BBB grade is lowered if:
6. Licensing and government actions known to BBB.
A business' BBB grade is lowered when BBB has knowledge of the following:
BBB routinely checks required competency licensing and government actions before a business is accredited by BBB. BBB does not routinely check required competency licensing and government actions for businesses that do not seek BBB accreditation, although in some cases BBB learns of these matters through its marketplace research.
7. Advertising issues known to BBB.
A business' BBB grade is lowered when the business does not, in BBB's opinion, appropriately respond to BBB advertising challenges that relate to:
BBB advertising challenges are made at BBB's discretion when it receives complaints from consumers about advertising or when BBB identifies questionable advertising through its monitoring of local media.
This chart shows the maximum number of points that can be earned or deducted in the BBB grading system. Please note there are some categories in which businesses can only lose points, and for those categories a "0” is indicated as the maximum number of points that can be awarded.
|Element||Range of points that can be earned or deducted (maximum to minimum)|
|1. Complaint Volume (Weighted by Complaint Age)||15 to 0|
|2. Unanswered Complaints||40 to 0|
|3. Unresolved Complaints||30 to 0|
|4. Complaint Resolution Delayed||5 or 0|
|5. Failure to Address Complaint Pattern||0 to -31|
|6. Type of Business||0 to -41|
|7. Time in Business||10 to 0|
|8. Transparent Business Practices||0 or -5|
|9. Failure to Honor Mediation/Arbitration||0 to -41|
|10. Competency Licensing||0 or -41|
|11. Government Action (per action)||0 or -25|
|12. Advertising Review (per incident)||0 to -41|
|13. BBB Trademark Infringement||0 or -41|