Learning to use the Better Business Bureau

Gary Jacobsen
Published: August 18, 2008

Most companies know that to stay in business they must deliver quality goods and services to consumers. A few, however, cut corners by delivering shoddy goods or by performing services that are not
up to acceptable standards. The first reaction of consumers in such cases is to work out the problem with the merchant. However, if that fails, it is time for the BBB.

The BBB, of course, is the Better Business Bureau, a national organization whose mission is to “promote and foster the highest ethical relationship between business and the public through voluntary self-
regulation, consumer and business education, and service excellence.”

Our area is served by the BBB of Metro Washington, D.C., & Eastern Pennsylvania. Its headquarters is in Washington, D.C., and it maintains a web page at http://dc-easternpa.bbb.org.

When a consumer has a disagreement with a business, the BBB tries to help through conciliation, mediation and arbitration.

Conciliation is the least formal process of the three. In it, BBB “works to open lines of communication to allow both parties to resolve the dispute themselves. If conciliation is not successful or if the
parties wish to use a more formal process, they can choose to use the BBB’s mediation and arbitration services.”

Mediation is the next step. In it, the BBB “appoints a mediator to work with both parties to try and create a settlement on which both can agree. Mediation permits the parties to have control over the
outcome.”

Finally, there is arbitration. Here the BBB “appoints an arbitrator who will listen as both parties present their case and will make a ruling based on that evidence and testimony. Arbitration guarantees that
there will be a final resolution, but the arbitrator controls the decision itself.”

If intervention by the BBB does not resolve the dispute, the consumer (or in some cases the business) may have no other option but to go to court.

The BBB is often helpful in resolving complaints involving marketplace activities, such as misleading advertising, improper selling practices, non-delivery of goods or services, misrepresentations by
salesmen, warranty problems, poor service or billing mistakes. The organization does not get involved, however, when the dispute involves employment practices, allegations of discrimination, pricing of
goods or services or matters that are already in litigation.

The BBB can be a useful resource even when it is not working to resolve a consumer’s complaint. For example, the organization maintains extensive files on companies that have received multiple
complaints and how the matters were resolved. On the basis of this information, the BBB will grade the company as “satisfactory” or “unsatisfactory.”

A consumer who wants to know about a company’s reputation before making a big investment (such as purchasing new appliances) can go to the BBB web site and click on “check out a business or
charity.” All the boxes need not be filled in; in fact, the company’s phone number is often all that is necessary to pull up the record. The company’s rating will appear immediately.

If a consumer feels that he/she has a valid complaint against a company, and if the company appears unwilling to resolve the matter, the consumer can file a complaint, again through the Web site. Click
on “file a complaint” and follow the instructions.

In 2007, the BBB for Metro Washington, D.C., & Eastern Pennsylvania handled 3,201,826 inquiries and 62,590 complaints. Perhaps not surprisingly, most of them were in six broad categories: home
improvements, financial services, computer/Internet, auto repair, home furnishings and auto dealers.

The Better Business Bureau has a reputation for professionalism and for mediating business disputes in an even-handed manner. Prince William County residents should make an effort to learn more
about the organization and how it can assist not only consumers but also businesses.

Gary Jacobsen lives in Woodbridge. He can be reached at .