BBB Complaint Instructions

Find out more about what kinds of complaints BBB handles and what happens after a consumer files a complaint.

St. Louis BBB only takes complaints on companies located in our 92-county region of Eastern Missouri & Southern Illinois. 

The BBB does not take either side in a dispute. Instead, we work to facilitate communication between the company and the consumer to help both sides come to a satisfactory resolution to the complaint. In many cases, dispute resolution, including mediation and arbitration, may be available to help resolve the dispute. If you haven't already attempted to resolve your complaint directly with the company, you should do so before filing a complaint with the BBB.

What happens when the complaint is filed?

The BBB will forward the complaint to the company involved. Because most business firms care about satisfying their customers, complaints generally are resolved and the matter is closed. A firm's handling of complaints is part of a company's BBB Business Review and its BBB rating.

Occasionally, a BBB may be unable to obtain any cooperation from the company. A pattern of unanswered or unresolved complaints becomes a part of the firm's record and is reported to those who ask about the company.

In extreme cases, the BBB may refer its file on the company to a law enforcement agency to determine if further action is warranted.

What types of complaints does the Better Business Bureau NOT handle?

The Better Business Bureau does not handle complaints about employment practices, discrimination, or the prices charged for goods or services unless they involve misrepresentation. Also, BBBs will not process anonymous complaints. Complainants must provide their names, addresses and phone numbers. Generally, the Better Business Bureau does not handle cases already involved in litigation.

What types of complaints does the BBB handle?

The BBB handles complaints involving marketplace activities -- misleading advertising, improper selling practices, non-delivery of goods or services, misrepresentation, un-honored guarantees or warranty, unsatisfactory service, credit/billing problems, contracts not fulfilled, etc. are handled by the Better Business Bureau where the company is located.

Follow this link to fill out an online complaint form