What complaints do we handle?
General consumer complaints (Other than Lemon Law/Auto Warranty) which includes, among others, misleading advertising, improper selling practices, and non-delivery of goods or services, complaints about nonprofit/charitable organizations and complaints about the misuse of personally identifiable information.
Complaints about Lemon Law/Auto Warranties These complaints are handled via the BBB AUTO LINE program.
We do not handle:
How do we handle the complaint?
Everything a consumer submits will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. The consumer will be notified of the business’s response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
Perhaps the greatest misunderstanding regarding our reporting system centers on the words "resolved" and "unresolved."
If you resolve a complaint to the customer's satisfaction, the complaint is closed and reported as resolved.
There are a couple of other ways by which a complaint may be closed as "resolved." If you show a good faith effort to resolve the complaint, it will be "administratively closed;" if you offer a solution and we don't hear back from your customer, the complaint will be closed "assumed resolved."
The basic test for closing a complaint as "unresolved" is whether or not the customer is satisfied or if the company has not made a good faith effort to resolve the dispute. The test is not whether the company or the customer was legally "right" or "wrong." If the company agrees to settle for less than what the customer and BBB feel is justified, the dipute still may be closed as unresolved.
There is another way in which a complaint may be closed. If a company delays too long in resolving a complaint, it may be closed as "delayed resolution" and can cause a reduction in the BBB letter grade rating.