BBB Under Scrutiny

Link: http://www.bbbroundup.com

A reader wrote in today with the question that was the starting point for bbbroundup; "How do you get the BBB to change a bogus grade?"

When faced with an unwarranted or bogus grade from the BBB, a business has one of four options.

1. The easiest, quickest and cheapest course of action is to call up the BBB and tell them how you just found out about their wonderful services and inquire what do you have to do to join the BBB. Do NOT try to argue with them about your bogus grade, you're as likely to have your grade get worse than better by doing so. Do NOT even let the BBB know that you are aware of the negative grade. Act completely shocked when they tell you about your negative grade and say you're not sure how that could have happened as you place a high value on customer relations. Ask for their help and assistance. Be prepared to pay the $300 to $400 membership fee. This is your best bet. A business must have at least a C grade to qualify for membership, so if they take your membership fees, you should get at least a "C". And yes, it will rankle to pay this "extortion"...just chalk it up to cost of doing business.

2. Get the media involved. There are many instances where a businesses grades have been revised upwards when an obvious error is pointed out by the mainstream media. You will need to have a compelling story for them to be interested, and do not criticize the BBB in your comments to the media, just act mystified.

3. Take them to court. Be prepared to spend several hundred thousand dollars in legal fee at a minimum. Make sure you have an attorney well versed in the trial tactics of the BBB (which will be discussed in part eight of this series.)

4. From this day forward make sure you respond directly to the BBB whenever they send you a customer complaint. Do this the day the complaint comes in. State your response to the consumer clearly, logically and without emotion. Keep doing this for three years and all the negative complaints will be gone and your grade will improve.

This simple question is the heart and soul of what's wrong with the BBB. There is no national oversight body within the CBBB charged with reviewing business grades handed out by their regional offices. There is no recourse. There is no mediation or arbitration. There is no chance of presenting your case to the BBB and having them act on it according to the mission statement. As Shakespeare said, "therein lies the rub."