Our goal is to successfully resolve your complaint as soon as possible.
Please keep in mind that time (in days) allows us to work with the business on your behalf.
|You complaint will be sent to the business in:||1-5 calendar days from the date you filed the complaint|
|The business will be asked to respond in:||10 calendar days from the date you filed the complaint and if not received a second request will be sent allowing an additional 10 days|
|You will be notified of the business response:||When we receive it|
|If the business fails to respond, you and the business will be notified:||25-30 calendar days from the date you filed the complaint|
|Complaints are usually closed within:||30 calendar days from the date you filed the complaint|
The following criteria should apply before proceeding with the complaint process:
A complaint can be filed, by completing a complaint form, via one of the following two methods:
Once the complaint is processed it is sent to the business, the business has 30 calendar days to respond.
When the response is received from the business, by the BBB, it is entered into our complaint management system and the case is closed.
A letter is sent (via mail or e-mail) to the consumer documenting the business's response.
If the business disputes the claim, a referral is included in the letter directing the consumer to a government agency that may be able to help resolve the issue.
A letter is also sent to the business confirming that the response has been received and the case is closed.
If the BBB does not receive a response after 10 calendar days a reminder letter with another copy of the complaint is sent to business. The business has 10 calendar days to respond.
If the business does not respond within that time (30 calendar days), the complaint is closed and the Reliability Report for that business indicates that the complaint went unanswered.
If the business is a member of the BBB, it is required to respond to complaints presented by the BBB in accordance with BBB Accreditation Standards. If a member business fails to answer the complaint their membership is subject to termination.
The complaint is used to assist in developing the Reliability Report on the business.