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://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

I filed a complaint against an electrician with the Worcester, MA BBB. When I first filed this complaint he had an A- rating, 4 complaints had been filed against him in the past 36 months and he was not a member of the BBB. I went through the process with the BBB to file a complaint against this electrician. We went back and forth a few times and eventually the case was closed as unresolved due to the electrical failing to respond in a timely fashion. His BBB rating by this time was B-.

About a week after the BBB closed the case as unresolved, he must have called them and complained because the case was reopened. I sent in my rebuttal on 08/29/09. The next time I checked their website for an update, it stated that my complaint was closed as invalid (also dated closed 08/29/09). I called to inquire and they stated that my complaint was invalid, as the BBB did not deal with billing issues.

Within a few days, when I looked online again, this electrician's rating had become an A+. He had become a member of the BBB. Also worth noting is that on numerous occasions, I had spoken with representatives of the Worcester BBB and I was never informed that my complaint was invalid until this electrician paid to become a BBB member. And I had also filed a complaint with the division of professional licensure in Boston, MA, who upon their investigation of this electrician found probable cause to forward the complaint to their prosecution division. Makes you think.

Link: http://www.bbbroundup.com

I have grave concerns with our Minnesota BBB chapter and the new BBB rating system.

After many months of waiting with the promise that our "grade" would go to an "A" in April 2009, and having held off on special marketing efforts while we waited, we were told we would have to wait until next year before the grade would change. We were informed of the decision near the end of April.

Read more »

Link: http://www.bbbroundup.com

At first glance it seems the Better Business Bureau and Consumers Reports would have a lot in common. They both profess to be public service, consumer advocate organizations protecting the little guy from big business.

Consumer Reports tests and grades products. The BBB scores and grades businesses. From here the paths diverge.

Immediately we spot crucial differences which start with their revenue models. Consumer Reports is supported by consumer subscriptions. Consumer Reports does not accept money, or free test products, from the businesses they review. The Better Business Bureau is supported by business membership dues. The BBB DOES accept money from the businesses they review.

Another fundamental difference in the two organizations is their degree of transparency. Consumer Reports Financial Reports are up to date. The Better Business Bureau's are not. Consumer Reports offers detailed information and explanations on their testing and grading procedures. The Better Business Bureau does not offer relevant information on their grading and scoring procedures.

A public service organization, like any role model, must adhere to a higher standard. Even the appearance of impropriety is unacceptable for an organization purporting to be of public service. By accepting money from businesses they review, there is at least the appearance of impropriety clinging to the Better Business Bureau. A public service organization must also be transparent. The BBB is opaque.

BBB asks for our trust. Consumer Reports has earned our trust. BBB, you're no Consumer Reports.

To read more about the BBB hidden processes visit bbbroundup