|
See Also:
Benefits of Membership
If all your funding comes
from business, how can you be fair to the consumer?
The BBB's value to the business community is based on our neutrality.
The purpose of the BBB system is not to act as an advocate for
businesses or consumers, but to act as a mutually trusted intermediary
to resolve disputes, to facilitate communication, and to provide
information on ethical business practices. Businesses have supported the
BBB for over 80 years because an ethical marketplace is in everyone's
best interest.
How can a Bureau be
unbiased when it gets a complaint about a member?
The BBB's integrity is on the line every time we review and process a
complaint. If a Bureau were to favor members over non-members in a
complaint, such action would destroy our most valuable asset-- the
public trust that we have held for over 80 years. Our members support us
because they know we will act as a neutral third party, giving them an
opportunity to learn of and respond to customer problems.
Why do I have to call a
BBB long distance to get a report on a company?
There are more than 135 Bureau offices in the U.S., Canada and Puerto
Rico. Each office maintains files on companies headquartered in its
service area, which may extend as far as a 200 mile radius. Local
Bureaus have the most current information on companies from their
complaint files, plus additional information gathered from various area
sources such as local, state and federal government agencies. Bureaus
also carry reports on companies that conduct business nationally. The
good news is - you no longer have to call the local Bureau office for
information. Every Bureau in the U.S. and Canada posts its reliability
reports on the web, and you can locate a report via our central lookup
screen at
http://search.bbb.org/search.html. In addition, local Bureau
representatives are available to assist you on the phones during normal
business hours.
I filed a complaint with the
BBB. The company has not responded. Why can't the BBB make a business
satisfy my complaint?
When a BBB receives a
complaint,
we present the complaint to the business and request its assistance in
working out the problem with the unhappy customer. Most companies are
grateful for the opportunity to resolve problems with their customers
since it often means their patronage will be preserved.
BBB members agree to respond to consumer complaints presented by the
BBB, and lose their membership if they do not. Most other companies,
regardless of whether they are BBB members, also cooperate with the BBB.
However, some companies do not want to work with the Bureau and/or
their customers to resolve complaints. Because the BBB is not a
government or law enforcement agency, the Bureau cannot force a reply
from a company; nor can it administer sanctions. However, a company's
unwillingness to respond to the BBB or a customer will be noted in the
company's reliability report the BBB provides to the public. The
customer is free to pursue other alternatives such as legal action.
Why won't the BBB
recommend a reputable company for me to deal with?
The basic policy of the BBB is to refrain from recommending or endorsing
any company, product or service. This is done to ensure continued public
trust in our fairness.
BBB members must meet certain
standards to qualify for membership and to remain a member. Many Bureaus publish
their entire membership lists, or you may request a list of Bureau
members in a specific business category. Reliability reports from most
BBB's also state whether a company is a member.
Why do some BBB's use a
900 number and others don't?
Since the beginning of the BBB system, business has provided the funds
so that BBB's could help consumers and business in the marketplace.
Because the public demand for service has increased faster than the
BBB's ability to provide it, two Bureaus now charge a modest fee for
accessing Bureau reliability reports by telephone. The charge is either
collected on the phone bill by means of a 900 number, or charged to a
major credit card. The cost is modest, averaging less than $5.00 per
call. Revenue from these charges is used to upgrade equipment, hire
staff, and improve other aspects of our response system.
Consumers who request reliability reports in writing, or who access
Bureau reports online at
http://search.bbb.org/search.html are not charged for the service.
I called the BBB and was
told that what I'm asking from the company is unreasonable. Isn't the
BBB supposed to be on the consumer's side?
The BBB is neutral, working to promote an ethical marketplace. It tries
to seek a mutually satisfactory outcome in disputes between business and
customers. Businesses and customers both have rights and responsibilities
in the marketplace. The BBB tries to do what's right, rather than take
sides.
The BBB is allowing a
customer to file what I feel is an unfair complaint about my business.
I'm a member of the BBB; aren't you supposed to be on my side?
No. While the BBB is supported by the dues paid by member firms, it
remains impartial and does not take sides in disputes between customers
and businesses, whether members or not.
Doesn't the BBB give
credit reports?
The BBB reports on a firm's marketplace practices. It does not report
either individual or business credit information. BBB reliability
reports contain information about the nature of the business, its
principal officers, a three-year summary of any complaints processed,
and any government action involving the company's marketplace practices.
Most Bureaus will also report a company's BBB membership in its public
report and note whether it participates in any special BBB programs to
improve customer satisfaction.
Isn't the BBB part of
the government?
No. The BBB is a private, non-profit organization developed to monitor
and report marketplace activities to the public. BBB's are licensed by
the Council of Better Business Bureaus, and governed by their own local
Boards of Directors. Funding for BBB activities is primarily derived from
local business support.
Isn't the BBB the same
as a Chamber of Commerce?
No. Bureaus work closely with Chambers of Commerce in their communities, but have different purposes. Chambers are designed to PROMOTE their communities through economic development and other activities. While Better Business Bureaus also PROMOTE economic development, the Bureaus exist also to PROTECT the businesses and citizens in the communities they serve, and to work to promote an ethical marketplace.
Can the BBB help me
collect past due accounts?
Although some Bureaus have specialized programs to help resolve
complaints that result in non-payment of bills, BBB's do not operate as
collection agencies for individuals or businesses.
Why can't the BBB stop
rip-offs and scams?
Many times, the Bureau does. Although the BBB system does not have legal
and policing powers, Bureaus provide information about marketplace fraud
through scam tips,
local alerts and news.
Bureaus work closely with local, state and federal law enforcement
agencies, providing them with valuable information on potentially
fraudulent activities. Many times BBB's are the first organization to
know about a developing scam and they alert authorities and the public.
When a scam develops in one part of the country, the news travels
quickly to the 180 BBB offices in the U.S., Canada and Puerto Rico that
in turn alert the public in their communities.
The public can help to stop rip-offs and scams by contacting the BBB
before they do business with an unknown company and by notifying their
Bureau of a potential scam. If it sounds too good to be true, it
probably is.
Why doesn't the BBB
report on private actions and small claims court actions against
companies?
BBB reliability reports contain information on actions against companies
and/or their principals brought by government agencies that allege
violations of laws or regulations relevant to marketplace activities and
that are relevant to consumer's buying decisions. Private civil actions
between companies, or between companies and their customers, do not
necessarily involve violations of law and involve private disputes that
cannot fairly or meaningfully be reported to the public.
Doesn't the BBB report
only on its members?
No. BBB's issue reports on members and non-members alike. BBB's, which as
a matter of policy do not endorse or recommend any company, product or
service, apply the same standards to reporting on companies, regardless
of their BBB membership. BBB reports may, however, note the fact of a
company's membership in the BBB.
Because BBB members must qualify for membership by adhering to
certain standards, a company with a bad report will be disqualified for
membership. However, this does NOT mean that a company that is not a
member has a bad report or would not qualify for membership.
What good is the BBB if
it can't help me resolve my problem?
BBB's can help solve consumer/business problems. As private non-profit
organizations, however, they cannot force a solution on parties to a
dispute. Most BBB's do offer mediation and arbitration to help resolve
consumer disputes, which can save both businesses and consumers the time
and expense of going to court.
But Better Business Bureaus do a lot more than help settle disputes.
Through the support of their local business membership, BBB's work for an
ethical marketplace by maintaining standards for
truthful
advertising, investigating and exposing fraud against consumers and
businesses and providing information to consumers before they
purchase products and services.
|
