Why the Better Business Bureau Should Give Itself a Bad Grade

Last week, the Better Business Bureau announced that it had officially expelled one of its local affiliates, the BBB of Southland, which served the greater Los Angeles area.

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Last week, the Better Business Bureau announced that it had officially expelled one of its local affiliates, the BBB of Southland, which served the greater Los Angeles area.

The expulsion stems back to a pay-to-play scandal unearthed in 2010 by the ABC News show 20/20. The investigation showed extortion-type practices applied to local businesses: Those that paid annual dues to the BBB were handed accreditation and A ratings, while those that didn’t play along were given subpar grades, even if they hadn’t received complaints. Most disturbingly, investigators were able to get accreditation and an A- grade for a fake, totally nonexistent business after paying a $425 fee to the local BBB. (The name of the dummy business was Hamas—yep, the same as the Middle Eastern terrorist organization.)

Katherine Hutt, a spokesperson for the Council of Better Business Bureaus, which oversees the 113 independently operated local BBBs around North America, characterized the Southland affiliate scandal as “an isolated situation.” Getting rid of the the rogue branch just proves that the BBB is “the leader in advancing marketplace trust between businesses and consumers,” said Carrie A. Hurt, president and CEO of the national Council of BBBs, in a press release. “We hold businesses to high standards for honesty, transparency, fairness and integrity, and we hold ourselves to those same standards.”

It’s certainly good that the Southland branch is no longer associated with the BBB. But the fact that it took more than two years to expel a branch that was basically engaged in open extortion is cause for concern. What’s more, a closer look at the BBB shows what appear to be built-in conflicts of interest throughout the organization. At the very least, the BBB certainly isn’t what many consumers think it is — some quasi-government combination of consumer advocate, watchdog, and complaint bureau. And even after jettisoning the bad apple in southern California, the BBB hardly seems fair and transparent.

What with the rise of online forums and user review sites like Yelp and Angie’s List, the services provided by the BBB would also seem to be increasingly irrelevant. But due to widespread concerns about the trustworthiness of online reviews, and the fact that the BBB clings to a reputation as some sort of “official” organization, consumers continue to reflexively turn to the BBB. The association announced that consumer inquiries had risen 20% from 2011 to 2012, and that the number of complaints made with the BBB by consumers against businesses rose 6%, to nearly one million. The numbers “demonstrate the trust that consumers place in us to give them good information, to steer them toward good businesses and away from bad ones, and to help them resolve problems when they arise,” said Hurt, who described the BBB brand as “more relevant than ever.”

(MORE: Top Consumer Complaints: Our Latest, Biggest, Weirdest Grievances)

Relevance aside, let’s clarify what the BBB is –and what it isn’t. In local Yellow Pages around the country, BBB affiliates are often listed under the category of “Government Offices.” Understandably, many consumers assume the BBB is an official government agency. But this isn’t the case. The BBB itself acknowledges the misperception on its blog, noting “We are not a government agency” as one of five facts consumers didn’t know about the BBB.

Another of these little-known facts about the BBB: “We are not a consumer watchdog.” While the BBB offers consumers many services—lists of popular scams to watch out for and such—the organization’s mission isn’t to have your back. From top to bottom, the BBB is funded by the annual dues paid by businesses it anoints with “accreditation,” which allows the companies to put those iconic BBB stamps of approval on their storefronts and websites. This fact raises obvious questions about an inherent conflict of interest: The organization’s customers are businesses, not taxpayers or consumers. How can the BBB serve as an honest broker between businesses and consumers when it is fully funded by one of these parties? Many argue that it cannot — that there’s a natural incentive to paint its paying clients in the best possible light.

Whether or not a business is accredited, it can be graded by the BBB. The grading system, ranging from A+ to F, is confusing at best, useless at worst. Business grades are determined by 16 factors, including how many complaints have been filed with the BBB against the business, and if and how the business responded. Notably, however, a business’s grade won’t necessarily be hurt if nothing much comes of a complaint and the customer is left unsatisfied. Rather, all that matters, grading-wise, is that the business responded and made a “good faith effort to resolve complaints,” according to the BBB. This means that a business could have a good grade even if it is the subject of lots of complaints, as long as the business dutifully responds — even in a pro forma way.

On the flip side, a business that is committed to handling complaints directly with customers in a substantive way, but does so outside the purview of the BBB, will get a poor grade because the BBB is not involved. So a company can have a B or C rating, or even an F, simply because it doesn’t play by the BBB’s rules, which include looping in the organization with complaint responses and providing the BBB with background information about the company.

(MORE: Hurray for $4 Beers! Baseball Teams Stop Ripping Off Fans with Jacked-Up Concessions)

The complaints system is also flawed because consumers usually can’t read the specifics of gripes from previous customers. It’s therefore impossible to get a sense of whether a complaint is legitimate, or if it’s coming from a crank who would probably never be satisfied. This reality is frustrating for businesses and consumers alike.

Sometimes, the grades make perfect sense. For example, a Detroit Free Press article recently highlighted a sketchy company that sells a product called WaxVac, which is advertised on TV, and which customers have complained about because of upsells on phone orders and excessive shipping fees ($38, all nonrefundable). The company has what seems like an appropriate D rating from the BBB.

But the system can also hand out grades in what seems to be a haphazard, unfair, or outright absurd fashion. In 2009, the Los Angeles Times’ David Lazarus did a random search of the BBB’s database of about 4 million North American companies. What he found was that the accredited businesses — even those that get numerous complaints — very often received higher grades than unaccredited companies with spotless complaint records.

Today, a Ben & Jerry’s in Maryland has had just one complaint in three years (resolved successfully), and yet it gets just a B rating, in part because “BBB does not have sufficient background information on this business.” Compare that to AT&T, which has received 22,474 complaints over the past three years at last check, yet gets the same B grade as the little Ben & Jerry’s shop.

(MORE: The Yelp Conspiracy: How a Group of Businesses Conspired to Get Better Yelp Ratings)

In case you’re wondering, Bank of America gets an A (3,880 complaints in the last three years), Comcast gets a B- (13,231 complaints), General Motors gets an A+ (348 complaints), and, interestingly enough, the user review site Yelp also gets an A+ (816 complaints).

Even in cases where the grades generally seem fair, however, they probably don’t mean what you think. Unlike the reviews on Yelp or Angie’s, the BBB’s grades are not a reflection of customer experiences or the overall quality of a business. “We are not rating the products or services they provide,” said Hutt. Instead, business grades are mainly determined by “how they resolve customer complaints,” Hutt clarified.

But how often are complaints truly resolved? The BBB brags that it handled nearly one million complaints about businesses last year. How much time can BBB staffers devote to each of these grievances? Seconds? Perhaps a few minutes? There is more than one incentive to make complaints go away and not damage business grades. If a business’s grade drops too low, it will lose accreditation and the BBB will lose out on those annual fees.

A 2011 New York Times article pointed out examples of BBB complaints being closed—or not even registered—despite the fact that customers weren’t remotely happy with the behavior of the business at hand. When a complaint is deemed “closed” by the BBB, a consumer can elect for the BBB’s mediation services. But those services must be paid for by the consumer, resulting in a situation that, say, a customer must pay $70 in order to get $39 back on computer software that didn’t work as promised. This scenario works out well for businesses, which can maintain their good BBB grades and see their annual dues as money well spent:

It pays $550 a year in dues, and for that money, it puts between itself and its many unhappy customers a toll booth operated by no less an authority than the Better Business Bureau. And passage through this toll booth costs nearly twice as much as the product for which a refund is sought.

Because the BBB has no government affiliation whatsoever, it cannot shut down a business or force it to do much of anything. In Yelp reviews of the BBB, consumers and business owners alike call the organization “useless” time and again. Few businesses go public with criticism of the BBB because, among other reasons, there is a stipulation in BBB standards that lists the following as a reason a company can have its accreditation revoked: “Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise adversely affect the public image of BBB or its accredited businesses.”

(MORE: Do We Really Need Another Credit Score? Maybe.)

In other words, complaining about the BBB can result in your business losing accreditation with the BBB. This is despite the fact that the BBB’s reason for existence is largely as a platform for lodging complaints. (Hutt says that the reason for this stipulation is to protect against the “BBB haters” who might pay for accreditation merely to bash the organization.)

So what is the BBB and its grading system useful for? The BBB is “not the best place to find out customers’ prior experiences,” according to Edgar Dworsky, who runs the consumer advocacy site ConsumerWorld.org. “You get a snapshot about a company’s reputation, boiled down to a letter grade, much like a credit score, but the detail is lacking.”

And is it worth complaining to the BBB about a business? Sure, so long as you keep your expectations low, says Dworsky. “My sense is that BBB complaints at many companies get special attention because of the implied threat of having a bad reputation/rating at the BBB,” Dworsky explained via e-mail. “Since it is so easy to complain online to the BBB, why not? Like chicken soup, it couldn’t hurt.”

105 comments
whitehatseo1
whitehatseo1

the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you. http://www.sistemieconsulenze.it/iso-14001/

whitehatseo1
whitehatseo1

I wonder why the attorney general has not done a more thorough investigation of this LI, NY biz. I now completely have no respect or trust for the BBB. They must also be a sham. http://howtoloseweightfast.press

whitehatseo1
whitehatseo1

good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you http://songspk.press

whitehatseo1
whitehatseo1

THINK the BBB is a goverment entity - NOPE!!! That the scam - the BBB could careless about the complait - they will NOT  help the consumer other than send in the complaint to the company that has the complant against them - nothing changes - no refunds are issued. https://www.facebook.com/clashofclanshackforme

whitehatseo1
whitehatseo1

I honestly do not know how this company is allowed to flaunt their business and the ads on TV etc. I wonder why the attorney general has not done a more thorough investigation of this LI, NY biz. I now completely have no respect or trust for the BBB. They must also be a sham. http://frigidairefad704dwddehumidifier.blogspot.com

whitehatseo1
whitehatseo1

I know other companies who are my competitors who pay less than me to be a member. Its a joke. The BBB is in the business to make money. Do they help people sure they do but they also scam alot of business owners too. The BBB is not what it used to be. Its lost its credibility and usefullness.
http://frigidairefad704dwddehumidifier.blogspot.com

whitehatseo1
whitehatseo1

NOT!! My advice is that you file a complaint immediately with you attorney general in your state and the FTC.  We were told http://songspk.press

whitehatseo1
whitehatseo1

"good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you. http://rugbyworldcuplivestream.net

whitehatseo1
whitehatseo1

I've never had a successful claim from a business that has an A+ rating. All the company has to do is make a "good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you. http://songspk.press

whitehatseo1
whitehatseo1

good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you.  http://uhchat.net/

whitehatseo1
whitehatseo1

pay. We filed a complaint with the FTC, FBI, and attorney generals office. Eventually Americans need to know the scam the pull here. These jokers at the Better Business Bureau act like they're a governemnt agency and they are NOT!! My advice is that you file a complaint immediately with you attorney general in your state and the FTC.  We were told that http://rugbyworldcuplivestream.net

whitehatseo1
whitehatseo1

I honestly do not know how this company is allowed to flaunt their business and the ads on TV etc. I wonder why the attorney general has not done a more thorough investigation of this LI, NY biz. I now completely have no respect or trust for the BBB. They must also be a sham. http://uhchat.net/

whitehatseo1
whitehatseo1

have read so many complaints from consumers who have purchased things, been over-charged and then had trouble with returns and credits and shady billing practices.  I honestly do not know how this company is allowed to flaunt their business and the ads on TV etc. I wonder why the attorney general has not done a more thorough investigation of this LI, NY biz. I now completely have no respect or trust for the BBB. They must also be a sham. http://rugbyworldcuplivestream.net

whitehatseo1
whitehatseo1

I've never had a successful claim from a business that has an A+ rating. All the company has to do is make a "good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you. http://www.fwheel.cc/Product-Self-Balancing-Electric-Unicycle/dolphine-one-f-wheel.html

whitehatseo1
whitehatseo1

to prove this, i took screenshots of these BBB reports along with a date/time stamp on the windows clocks, before before, during, and after the disappearing/reappearing BBB report grades.  i will follow this up with a query to the BBB of the metro DC region and also twitter my findings to the author of this article, above. http://uhchat.net/

whitehatseo1
whitehatseo1

I know other companies who are my competitors who pay less than me to be a member. Its a joke. The BBB is in the business to make money. Do they help people sure they do but they also scam alot of business owners too. The BBB is not what it used to be. Its lost its credibility and usefullness. https://www.youtube.com/watch?v=yFJV6v1vlWM

whitehatseo1
whitehatseo1

The Better Business Bureau is the biggest SCAM going. The service is nothing more that and EXTORTION against companies who have negitive complaints about their company on the BBB website. The BBB wil galdly remove any negitive complants from your listing IF you pay their fees. Consumers THINK the BBB is a goverment entity - NOPE!!! That the scam - the BBB could careless about the complait - they will NOT  help the consumer other than send in the complaint to the company that has the complant against them - nothing changes - no refunds are issued. https://www.youtube.com/watch?v=yFJV6v1vlWM

whitehatseo1
whitehatseo1

I've never had a successful claim from a business that has an A+ rating. All the company has to do is make a "good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you.
http://songspk.press

whitehatseo1
whitehatseo1

I've never had a successful claim from a business that has an A+ rating. All the company has to do is make a "good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you.

whitehatseo1
whitehatseo1

The Better Business Bureau is the biggest SCAM going. The service is nothing more that and EXTORTION against companies who have negitive complaints about their company on the BBB website. The BBB wil galdly remove any negitive complants from your listing IF you pay their fees. Consumers THINK the BBB is a goverment entity - NOPE!!! That the scam - the BBB could careless about the complait - they will NOT  help the consumer other than send in the complaint to the company that has the complant against them - nothing changes - no refunds are issued http://www.newjerseynewschannel.com/

whitehatseo1
whitehatseo1

a strange thing happened on the BBB website today.  I was looking up the current BBB grades of 3 of my local chevy auto dealers - new cars.  the grades were displayed for all three on Friday, but when i went to check them again on Sunday, guess what?  they were gone -- removed!  HOWEVER, when i checked them again on Monday which is today, the grades were back on display! they varied widely, A- [Pohanka Chevrolet], C [Koons Chev. of Tysons Corner, VA], all the way down to F [Jim McKay Chev. of chantilly, VA]!!!!!  So the evidence is that they were not available for viewing by customers during the busiest sales hours-- weekend Sundays! now that is too convenient to be a coincidence, no? http://rugbyworldcuplivestream.net

whitehatseo1
whitehatseo1

This is not an isolated incident. I own a company in Hollywood Florida. I used to be accredited. When I decided not to renew because they wanted to charge me over $1000.00 (not $475) they gave me a C rating and I had zero complaints. I refuse to pay their extorsion rates. They are like the mafia. I know other companies who are my competitors who pay less than me to be a member. Its a joke. The BBB is in the business to make money. Do they help people sure they do but they also scam alot of business owners too. The BBB is not what it used to be. Its lost its credibility and usefullness. http://uhchat.net/

whitehatseo1
whitehatseo1


The Better Business Bureau is the biggest SCAM going. The service is nothing more that and EXTORTION against companies who have negitive complaints about their company on the BBB website. The BBB wil galdly remove any negitive complants from your listing IF you pay their fees. Consumers THINK the BBB is a goverment entity - NOPE!!! That the scam - the BBB could careless about the complait - they will NOT  help the consumer other than send in the complaint to the company that has the complant against them - nothing changes - no refunds are issued. http://blackopshypnosistechniques2.blogspot.com

whitehatseo1
whitehatseo1

The Better Business Bureau is the biggest SCAM going. The service is nothing more that and EXTORTION against companies who have negitive complaints about their company on the BBB website. The BBB wil galdly remove any negitive complants from your listing IF you pay their fees. Consumers THINK the BBB is a goverment entity - NOPE!!! That the scam - the BBB could careless about the complait - they will NOT  help the consumer other than send in the complaint to the company that has the complant against them - nothing changes - no refunds are issued. http://blackopshypnosistechniques2.blogspot.com

whitehatseo1
whitehatseo1

Thank you for some other informative blog. Where else could I get that type of information written in such an ideal means? I have a mission that I’m just now working on, and I have been at the look out for such Graphic Designing. http://affiliates.speedingticketfixer.com

whitehatseo1
whitehatseo1

I've never had a successful claim from a business that has an A+ rating. All the company has to do is make a "good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you.http://freemovie4k.com

whitehatseo1
whitehatseo1

http://seoforce.md/seo/
This is not an isolated incident. I own a company in Hollywood Florida. I used to be accredited. When I decided not to renew because they wanted to charge me over $1000.00 (not $475) they gave me a C rating and I had zero complaints. I refuse to pay their extorsion rates. They are like the mafia. I know other companies who are my competitors who pay less than me to be a member. Its a joke. The BBB is in the business to make money. Do they help people sure they do but they also scam alot of business owners too. The BBB is not what it used to be. Its lost its credibility and usefullness.

BobMcCumbers
BobMcCumbers

The Better Business Bureau is the biggest SCAM going. The service is nothing more that and EXTORTION against companies who have negitive complaints about their company on the BBB website. The BBB wil galdly remove any negitive complants from your listing IF you pay their fees. Consumers THINK the BBB is a goverment entity - NOPE!!! That the scam - the BBB could careless about the complait - they will NOT  help the consumer other than send in the complaint to the company that has the complant against them - nothing changes - no refunds are issued.


You pay the BBB fees and you get an excellent rating. 


The only FRAUD is the BBB. We filed a complaint against the BBB with FTC, FBI, and states attorney - I suggest you do the same if you have problems with them. 


We tried to get our business removed (A+ rating) when a competitor tried a fake scam....the BBB refused to remove our company. If I were a business owner I woudl be scared to death of the BBB. 


The business community need to know the fraud/scam that the BBB is.

fritzvold
fritzvold

@BobMcCumbers a strange thing happened on the BBB website today.  I was looking up the current BBB grades of 3 of my local chevy auto dealers - new cars.  the grades were displayed for all three on Friday, but when i went to check them again on Sunday, guess what?  they were gone -- removed!  HOWEVER, when i checked them again on Monday which is today, the grades were back on display! they varied widely, A- [Pohanka Chevrolet], C [Koons Chev. of Tysons Corner, VA], all the way down to F [Jim McKay Chev. of chantilly, VA]!!!!!  So the evidence is that they were not available for viewing by customers during the busiest sales hours-- weekend Sundays!   now that is too convenient to be a coincidence, no?


to prove this, i took screenshots of these BBB reports along with a date/time stamp on the windows clocks, before before, during, and after the disappearing/reappearing BBB report grades.  i will follow this up with a query to the BBB of the metro DC region and also twitter my findings to the author of this article, above.


dbrown7080
dbrown7080

I've never had a successful claim from a business that has an A+ rating. All the company has to do is make a "good faith effort", which can be as little as saying "the check is in the mail", which is exactly what just happened to me today, and you get a message from the BBB saying that the case has been "administrativly closed". As long as you pay for your A+ rating the will cover for you.

MTNYC
MTNYC

I just learned that the BBB has given the total fraud-scam Publisher's Clearing House of LI, NY an A+ rating! Reading this article now explains why.  They have obviously paid the BBB and gotten the rating. There have been so many and varied state attorney general actions against PCH through the years and fines and settlements paid by PCH.  How this misleading and rip-off company stays in business with it's filthy rich CEO, Goldberg, is beyond me.  Like so many folks, I used to mail in the stuff religiously and ordered magazines  and a few things decades ago but then got fed up and off their mailing list. Then I started getting their E-mails a few years ago.  I have not and would never buy a thing from them (they say you don't have to purchase to win), but I have read so many complaints from consumers who have purchased things, been over-charged and then had trouble with returns and credits and shady billing practices.  I honestly do not know how this company is allowed to flaunt their business and the ads on TV etc. I wonder why the attorney general has not done a more thorough investigation of this LI, NY biz. I now completely have no respect or trust for the BBB. They must also be a sham.

BobMcCumbers
BobMcCumbers

The Better Business Bureau is the biggest scam/fraud going in the USA. They make money off of people's complaints - they DO  NOT care about your complaint - they shake down companies who have complaints against them - The BBB gives companies a low rating after complaints - then if you PAY their fees (the company who had the complaint against them) the bad raiting goes away! This happened to our companies. Comcast has 1,000's of compalints - yet they have a good rating becuase they PAY. The Better Business Bureau is a shake-down scam - pay. We filed a complaint with the FTC, FBI, and attorney generals office. Eventually Americans need to know the scam the pull here. These jokers at the Better Business Bureau act like they're a governemnt agency and they are NOT!! My advice is that you file a complaint immediately with you attorney general in your state and the FTC.  We were told that IF we paid all the complaints woudl go away. Scam!!!

johnnn
johnnn

The company for which I used to work uses telemarketers to make its sales.  The company advises its telemarketers to tell prospects that they are not telemarketers, if they are asked.  The company does not abide by the Do Not Call Registry.  They are supposed to subscribe to it.  The last time I checked with the Registry, a company can receive up to five area codes at no charge, and they must pay for the rest.  Companies must then create a system by which the people on the Registry are not called.

Among the complaints that have been posted on the BBB's site against the company, are two from people who are registered on the Do Not Call Registry.  They complained that they had received multiple calls from my former employer.


Either the FTC or the Illinois Attorney General can enforce the Do Not Call Registry, but it is not well enforced. An attorney from the FTC told me that they do not have the resources.  Nobody from the Illinois Attorney General's office has told me why they are not enforcing it.


That does not mean that companies are not breaking the law if they fail to abide by the Registry.


My former employer pays for an Accreditation from the BBB.  They have an A+ rating.  In response to the complaints that were made to the BBB, the company stated that they are in compliance with the Do Not Call Registry, and that they wouldn't call either complainant again. Of course, the part about complying is not true since they do not subscribe to the Registry. 

The companies response was not good enough for either complainant, but the BBB still gave the company their blessing, and deemed that the company had made a good will effort to resolve the issue.


This is is an example of a company that is breaking the law, albeit one that is not well enforced, and they still receive an A+ rating from the BBB, as well as the Accreditation for which the company pays.


TaariqAbdelrahman
TaariqAbdelrahman

P.S. It is obvious ppl who are writing the very long replies work for the BBB or own a BBB branch.

TaariqAbdelrahman
TaariqAbdelrahman

This is not an isolated incident. I own a company in Hollywood Florida. I used to be accredited. When I decided not to renew because they wanted to charge me over $1000.00 (not $475) they gave me a C rating and I had zero complaints. I refuse to pay their extorsion rates. They are like the mafia. I know other companies who are my competitors who pay less than me to be a member. Its a joke. The BBB is in the business to make money. Do they help people sure they do but they also scam alot of business owners too. The BBB is not what it used to be. Its lost its credibility and usefullness.

Joza
Joza

In my complain against a business called Margi David Salon which overcharged me, BBB concluded,"BBB found business made good faith effort to resolve complaint but customer not satisfied with business response." How is this good faith effort to resolve the complaint? This issue was not resolved between the customer and the business. It would have been good effort if they offered compensation for trouble and upset. From BBB's perspective, as long as any Business challenges to a customer complain on BBB (even though with their lies and manipulation), it makes them a winner with the Standard language BBB uses for the conclusion. As a customer, my good faith on business practice was defeated and I do not feel going to BBB helped maintain BBB's vision,"An ethical marketplace where buyers and sellers can trust eachother".


I did not see the mission on BBB accomplished as below by the language BBB used in their headlines for this complain.

BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:
  • Creating a community of trustworthy businesses
  • Setting standards for marketplace trust
  • Encouraging and supporting best practices
  • Celebrating marketplace role models, and;
  • Denouncing substandard marketplace behavior

TonyInOhio
TonyInOhio

What is the BBB good for? Absolutely Nothing. 


Good concept, poorly executed. All they care about it your $$ membership for which you get a certificate that you are a member. This is based on years of experience with them. 


Will be awesome when they finally fold / go bankrupt. Their legacy.... failure.



fritzvold
fritzvold

@TonyInOhio exactly.  this is why AARP has copied their successful model of being an "advocate for profit" only in the case of AARP, the advocacy is directed at "supporting" seniors, not the broader group of "consumers".  but then BBB does not charge consumers for its information and services, only charges consumers for mediation services.  hopefully articles like the above, and public comments and responses, will actually help pressure the BBB into turning around their deteriorating image and get them back in the public consumers' trust once again, or at least steer them on the right path, no?  [it is not too late, mr. BBB].