How to file a complaint with the Better Business Bureau

The best laid plans of mice and consumers … sometimes turn into disputes.

That may not be exactly how the old saying goes, but it certainly fits the modern situation that some of us find ourselves in. There are plenty of businesses out there that understand the importance of dealing fairly with those who purchase their goods or services. But there are always going to be some who seek to take advantage of consumers.

The Better Business Bureau offers a safe place for the reporting of legitimate complaints against businesses. The BBB’s goal is to try to resolve any complaint that is taken to them. Both parties are worked with in seeking resolution.

How the BBB works

Everything you submit to the BBB – by filling out the online complaint form at bbb.org – will be sent to the business within two business days.

They will be asked to respond within 14 days. If nothing is heard by then, a second request is made. Their response will be forwarded to you when the BBB receives it, or if no response is made, you will be informed of that. Complaints are usually closed within 30 business days.

Most businesses are happy to work with the BBB to resolve complaints. BBB Accredited Businesses must respond to complaints or risk losing their accredited status.

But remember that the BBB is not a government or law enforcement agency and cannot force a reply from a business.

A business that is unwilling to respond will be noted as such in its BBB Business Review. The customer may want to pursue alternatives such as legal action.

The BBB will act as a third party to help reach a satisfactory resolution. In many cases, dispute resolution or arbitration is available at a local level to assist.

Remember, the BBB does not handle cases that involve workplace disputes, discrimination claims, matters that are being or have been litigated, or claims about the quality of health care or legal services.

Getting your ducks in a row

Here are things a consumer should be sure of before filing a complaint:

▪ You have tried at least once to resolve the problem by contacting the company directly.

▪ You have a record of the names of individuals with whom you have spoken and the dates of those exchanges. Where possible, have everything in writing through e-mails, PDF or Word documents.

▪ You know where the business is headquartered so you can file a complaint with the BBB for that location.

▪ Your complaint to the BBB has been carefully worded exactly the way you wish. Once it has been submitted it cannot be changed.

▪ You do not include any of your personal information. This is because copies of complaints may be posted on other local BBB websites.

▪ You are scrupulously truthful about the details of your transaction and, of course, you do not use profanity.

Anytime you have a dispute with a company, remember to not allow your emotions to take over. Rudeness often invites an unhelpful response, or no response at all. Be reasonable when confronting them and you may get better results.

When they will not deal with you satisfactorily, that is the time to file a complaint with the BBB.

This story was originally published March 13, 2015 at 5:28 PM with the headline "How to file a complaint with the Better Business Bureau."