Better Business Bureau Informative - What to do
I just wanted to write a quick note to answer a few questions about the BBB. Part of my job is answering BBB complaints against my company and I have learned a few things.
First: When sending a complaint to the BBB, it is a good idea to make sure that you are filing with the right state. If you file your complaint in your state of residence vs. the state the company is headquartered in, it will take longer for you to get a response. Why? Lets say you live in TX and the company is in MO. TX has to forward the complaint to MO, usually in a paper letter, via USPS, this takes about 5 days. Then the MO BBB forwards it to the company, also 5 days. Company responds to MO BBB. They have 30 days to do this. I usually answer ours in 3-5 days. For the sake of this example, let’s say they take 15 days. MO BBB sends it back to TX, USPS, and another 5 days. That is a total of 45 days. Not including the length of time it takes TX to send the info to you. If you have to respond, you could double this time frame. If you had filed with MO in the first place, generally companies can respond electronically, and that info will be emailed to you, so you’re looking at about 5 days total.
Second: The BBB is simply put, a third party to help you with communicating with a company. They have no power to MAKE a company respond or act on your complaint. The company is given 30 days to respond. If they do not, it goes on their record that way. Of course, other consumers can see this info and make judgments on the company, but that isn’t going to help YOU.
Third: Because of reason number 2, the best way to get results is through either your states attorney general or consumer protection agency. These bodies actually have the power to MAKE a company act.
Hope it helps!