Frequently Asked Questions

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 an Accredited Business?

The BBB's integrity is on the line every time we review and process a complaint. If a Bureau were to favor Accredited Businesses in a complaint, such action would destroy our most valuable asset-- the public trust that we have held for over 80 years. Our Accredited Businesses 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 180 BBB 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. Call your local BBB first to see if it has the company report you are looking for.

Looking to the future, we recognize that consumers regularly do business with companies outside their immediate locales. On average, one in five callers to a BBB must be referred to another Bureau to obtain the information they are seeking. We are studying ways to improve accessibility to our 1.5 million reports.

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 Accredited Businesses agree to respond to consumer complaints presented by the BBB, and lose their accreditation 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 Accreditation and to remain in good standing. Many Bureaus publish their entire lists of Accredited Businesses, or you may request a list of businesses in a specific business category. Reliability reports from most BBB's also state whether a company is accredited.

As an Accredited Business of a Better Business Bureau, why can't I advertise the fact of my accreditation?

Better Business Bureaus could not exist without their accredited businesses. Their dues and volunteer support provide the means for the BBB to maintain its programs and services. However, to maintain their neutrality, BBB's do not endorse or recommend businesses or what they sell. The BBB is concerned that allowing members to advertise their affiliation may result in the public erroneously taking that as an endorsement by the BBB of the company.

However, a special task force has been appointed to review this issue, and to recommend whether we can better serve consumers and businesses by allowing businenesses to advertise their affiliation with the BBB. If you have an opinion on this issue, please let us know.

Companies that participate in special Bureau programs, such as BBB CARE, which promote customer service and satisfaction, may advertise their participation. Businesses are encouraged to display accreditation plaques or decals in their place of business, but advertising local BBB affiliation outside of one's place of business is against BBB policy.

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, about a dozen BBB's are testing the concept of having the public pay a small part of the cost of providing improved services. Fees for basic complaint and inquiry service are otherwise not allowed. 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. Results from the test are currently being finalized.

Consumers who request reliability reports in writing 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 an accredited business of the BBB; aren't you supposed to be on my side?

No. While the BBB is supported by the dues paid by affiliated firms, it remains impartial and does not take sides in disputes between customers and businesses, whether affiliated 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 affiliation 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. Better Business Bureaus exist to PROTECT the citizens and businesses 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 reports to the public, media releases and alerts.

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 Accredited Businesses?

No. BBB's issue reports on any business, accredited or not. 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 affiliation. BBB reports may, however, note the fact of a company's affiliation in the BBB.

Because businesses must qualify for accreditation by adhering to certain standards, a company with a bad report will lose their accreditation. However, this does NOT mean that a company that is not accredited has a bad report or would not qualify for accreditation.

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 local businesses, 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.