BBB's Beginnings
Originally called “Vigilance Committees” or Advertising Clubs, the first BBBs were established in the early 1900s. Their goal was to correct advertising abuses. In response to marketplace demands, BBBs quickly expanded to monitor business performance and provide consumers with vital information to avoid the pitfalls in the marketplace.
Today’s BBBs are committed to the belief that the majority of marketplace problems can be corrected through voluntary self-regulation. We champion the cause of consumers and hold businesses accountable to the highest standards of honesty in their advertising and selling.
There are 125 BBBs in the U.S. & Canada, that directly help nearly 20 million consumers and businesses each year. True to their faith in the virtues of the private sector, we are nonprofit organizations that are financed almost exclusively by accredited business fees—fees paid for by businesses and professional firms in local communities.
American government and business leaders from the past to the present day have proudly acknowledged that BBB has rightly "earned the confidence and gratitude of the American public."
BBB Accredited Business
BBB Accredited Businesses are businesses and firms which meet tough accreditation standards, agree to follow the highest principles of business ethics and believe in the ability of free market businesses to come together to do the right thing .BBB Accredited Businesses are subject to the same scrutiny we give all businesses. Staunchly neutral, we provide reports on a business' general background and consumer complaint history, if any. These reports cover accredited and non-accredited businesses alike.
As a rule, a BBB Accredited Business report will contain:
- General Background: Information about the length of time a business has been in business and known to BBB;
- Complaint History: A summary of the business' complaint history and other experience in the marketplace; and/or
- Pertinent Information: Information developed through special BBB investigations and relevant government actions.
BBBs also report a business' accreditation status in BBB or participation in BBB programs.
Complaint Handling
Usual Steps To Follow
- Consumers should first contact the business and attempt to resolve the complaint. If there is no satisfactory resolution, consumers can submit the complaint to us or file it electronically using our online complaint form;
- We present the complaint to the business involved. Because the majority of businesses seriously consider customer satisfaction to be good business, complaints are generally resolved in short order and the matter is closed;
- Despite extensive efforts, some complaints cannot be resolved through initial contacts with a business. In such cases, we may offer a dispute settlement process such as mediation or arbitration.
In some situations, we may be unable to obtain cooperation from a business. A pattern of unanswered or unresolved complaints becomes a part of that business' BBB record and is reported to any persons who ask about that business. An unsatisfactory report will lead to termination of a business' accreditation status if applicable. In extreme cases, we may refer the file on a business to a law enforcement agency to determine if legal action is warranted.
Dispute Resolution
BBBs help to resolve buyer/seller disputes with businesses by means of conciliation, mediation, and arbitration, as appropriate.
We may offer the following dispute resolution options:
Conciliation: We help the customer and business communicate so they can resolve their dispute informally;
Mediation: A professionally-trained mediator meets with the parties and guides them in working out their own mutually-agreeable solutions; or
Arbitration: The parties state their views at an arbitration hearing, offer evidence, and let an impartial third party from our pool of certified arbitrators make the decision that will end the dispute.
Authority
Although we greatly help consumers and businesses through information and business self-regulation, we are not a government agency, nor do we have law enforcement powers.
- While we work with businesses to ensure your satisfaction, we cannot force a business to do what the customer wants;
- We can inform you of applicale laws and refer you to legal assistance;
How BBBs Help You
- As a private, non-profit organization, our purpose is to advance marketplace trust. We do this by: Creating a community of trustworthy businesses;
- Setting standards for marketplace trust;
- Encouraging and supporting best practice;
- Celebrating marketplace role models; and
- Denouncing substandard marketplace behavior.