Show Your Side of the StoryOn March 1st, our BBB will begin reporting complaint detail in business reviews. Starting then, the text from consumer complaints will be included, as well as the initial business response, and any final business/consumer responses in reportable complaints. We look forward to updating our resources and providing information that not only shows complaints, but also demonstrates your concern through your thoughtful response to these complaints.
Subjectivity of the BBB's rating system is one of our processes under fire from the public and press. Providing literal content of a company's complaints and their verbatim responses adds transparency and openness to our process, as well as provides both consumers and businesses with hard data backing up a company’s accreditation and rating.
We have consulted other BBBs who offer complaint detail in their reports (some BBBs have had this option for more than 2 years). The majority of BBBs told us there has been a lack of issues (no litigation and few complaints) from either the public or businesses. Complaint detail may also encourage civility in consumer correspondence and also entice companies to be more responsive to a consumer's issues.
The BBB wants to provide as much information as possible to assist consumers in making educated decisions, but also provide businesses with the opportunity to showcase their professional and timely communication with customers. It is important that consumers and businesses understand that complaint detail will be viewed by others and therefore it is important that they include no personally identifiable information in their complaints and responses/rebuttals. Personally identifiable information includes names, phone numbers, names of competitor businesses and order, invoice or contract numbers. The information the complaints will provide boils down to the actual complaints from the consumers and the corresponding responses from the company.
By including this information in Business Reviews, we provide businesses with the opportunity to put their best foot forward. As an Accredited Business, you understand the importance of a professional response to your consumers. We want to help you succeed when interacting with consumers and responding to complaints. For help with crafting a professional response to a complaint, do not hesitate to contact us.
