There has been a change in the way the Better Business Bureau handles consumer complaints, and officials claim it will better serve any business that attracts a complaint as well as consumers.
BBB’s complaint details are published verbatim, although personal information is censored as necessary. Included on the BBB website are:
- Initial complaints and the desired resolutions.
- Business responses and consumer rebuttals.
- Resolution statuses.
“In the past, people had to guess about how BBB complaints between business and their customers were handled,” said Robert W.G. Andrew, CEO of BBB serving Alaska, Oregon and Western Washington. “But now, anyone can see the full conversation from both sides. It gives the BBB complaint process transparency, businesses a voice and consumers another level of confidence.”
A short story from BBB Productions about a local business owner dealing with complaint detail publishing is available on BBB’s YouTube page.
Better Business Bureau serving Alaska, Oregon and Western Washington now publishes the complete details of complaints, including original complaint transcripts and their accompanying business responses.