The Complaint Process

Reference Timeline
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:

  1. The consumer should have contacted the business at least once to resolve the issue.
  2. The complaint should be filed with the BBB that handles the service area where the business is headquartered.
  3. The complaint must meet BBB National Complaint Acceptance Guidelines.
  4. The BBB does not handle complaints that involve:
  • Landlord/tenant disputes
  • Employee/business disputes
  • Discrimination claims
  • Civil Rights claims
  • Allegations of criminal acts
  • Chapter 7 bankruptcy cases
  • Claims already tried in a court of law
  • Cases that are already in litigation
  • Business to business complaints for collection purposes
  • Companies that are out of business
  • Issues based solely on dissatisfaction with a business's price
  • Buyers remorse



  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.


  1. Complaint opened
  2. Complaint sent to business for a response
  3. Response received, and consumer is notified or no response is received and consumer is notified
  4. Consumer may not agree with the business response and provide additional comments and file a rebuttal within 10 calendar days
  5. Case is closed and consumer is notified

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

  1. Better Business Bureau web site
  2. Calling the Better Business Bureau for a complaint form

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.

If the Member business disputes the complaint and participates in certain membership programs, such as BBBOnLine and the Membership Identification program, the case may be eligible for arbitration.

The complaint is used to assist in developing the Reliability Report on the business.