BBB Under Scrutiny

Link: http://www.bbbroundup.com/TrustLinkStory2.html

Would you trust TrustLink if a trust fund could fund a trust? Not on par with "if a woodchuck could chuck wood..." but hopefully you get the drift. Just under a year ago, the national BBB posed some questions to the Gang of Six BBBs that own and operate TrustLink as a for profit corporation.

We take this opportunity to answer these questions, dare I say concerns, to the best of our ability. Lately, the Better Business Bureau has been doing a pretty good job of shooting themselves in the foot. We believe this may eventually be the straw that breaks the camel's back. Couldn't think of a better example of poetic justice if I tried.

Jimmie Rivers

p.s. Please sign our petition if you feel so inclined.

Link: http://bbbroundup.com/ComplaintsPetardStory.html

Recently the Better Business Bureau releases its list of the worst Central California businesses. Included in their announcement was the statement that the list did reflect those companies "that have gone out of business." This is ominous in light of our observations on the faults that lie withing the new grading system and the fact that an "F" grade from the BBB, unwarranted or not, can be enough in this fragile economy to put a company out of business.

This also seems the month for turnabout is fair play as bbbRoundup recently released a list of its own. Our list was for worst BBB offices in the nation. Two of the worst 15 were California BBB offices. If you missed the story, you can find it here.

Link: http://www.bbbroundup.com

There's an old saying, "Payback's a bitch." We turned the tables on the Better Business Bureau to demonstrate that their complaint system does not work. Here's the scenario.

Over the last few months, we've been collecting complaints small businesses have made to bbbRoundup about the practices of the Better Business Bureau regional offices. Over two weeks ago, we emailed the regional offices using an email identical to that which the BBB sends to businesses that the BBB has received complaints on. The BBB allows two weeks for the business to respond before classifying the complaint as unanswered. We did the same. Not surprisingly, not a single BBB regional office responded to the complaint notifications we sent them. This has been our point all along: why would any business respond to a complaint notification from the BBB?

In any event, using the BBB's own grading algorithm, we assigned grades to each of the offending Better Business Bureau branches. Two branches earned a grade of F: the Los Angeles Better Business Bureau and the Dallas Better Business Bureau. Another 13 regional BBB offices earned grades of D-. The complete bbbRoundup Grades for BBB offices is here.

If you are a small business and believe the Better Business Bureau has screwed you, send us the details using the form found here

Link: http://www.bbbroundup.com

Why is it legal for the BBB to rate a company with a perfect track record lower just because a company is not a member who gives them $500 a year? Top rating for a company that is not a member is A+...non-member= A only...this should be illegal.

I would like to head up or be a part of a class action lawsuit to stop them from twisting company's arms to join by rating them 4 points lower for not being a member.

Link: http://www.bbbroundup.com

I thought it was just me who was wondering about this secret organization. It is disheartening to see people quoting the BBB when they know absolutely nothing about it. Has always felt like extortion to me. I am glad someone has the guts to take them on - I would like to but fear retaliation.

The problem with BBB is actually more than just their new rating system. The Internet changed everything and was a boon for their business where consumers can essentially complain anonymously. The BBB certainly doesn't have the time to determine if the complainer is a customer or a competitor. They blindly go along with any person legitimate or not.

There is a workable model however - its called ebay.com. In that system both parties rate each other, and the public can see all the comments. Very revealing really. How could my company get an F on BBB but a 100% positive rating on ebay? The answer is the complainer has to post appropriate comments or sellers won't sell to them.

Here is what I posted to your petition signature page:

To have any semblance of fair play the BBB needs to:
(1) Publish names & contact information of accusers as well as company;
(2) Judge merits of a complaint before asking company for a response - dismiss frivolous complaints;
(3) Investigate complainant as well as the company;
(4) Allow complimentary postings as well as complaints - so readers can compare;
(5) Evaluate facts of the companies response;
(6) Judge the merits of the case & reach a conclusion;
(7) Remove complaints from the record when BBB determines the company has acted legally;
(8) Post ALL correspondence to the website - so readers can read & reach informed conclusions
(9) Discontinue a grading system, especially one based on a secret algorithm;
(10) Cease the sale of memberships to eliminate conflicts of interest.
(11) Disclose BBB methods of operation, procedures & finance on its own website;
(12) Allow companies to post complaints against the BBB;
(13) Evaluate themselves using same procedure applied to companies.