BBB Under Scrutiny

Link: http://www.bbbroundup.com

Our company is located in Provo, Utah. We have been in business 9 years and have annual revenues of approximately $20,000,000.

I can't thank you enough for bbbroundup's website and illuminating the challenges businesses around the nation are facing as they deal with the BBB.

To make a long story, when we were notified of the new BBB rating system we were alarmed. Together with another partner, we met with the president of the local chapter (Jane Driggs of the Salt Lake City office). The purpose of the meeting was to appeal the rating. Ms. Driggs was most courteous but at the end of our presentation, she informed us that the local offices had no control over the rating system and were not empowered to consider our appeal. She instructed us to appeal directly to the CBBB.

Accordingly, on April 10, 2009 we submitted a 5-page letter outlining the appeal of our company's letter grade. We also submitted a one-page Executive Summary. (I will copy the Executive Summary into this email.) On April 27, 2009 the CBBB acknowledged receipt of the appeal and stated: "We will forward your complaint to the appropriate BBB for their response. Please allow at least 30 days for this process."

In a letter dated June 3, 2009 we received word from the CBBB that the appeal had been denied. The grounds for the denial were "Please be advised there is no appeal process. We at the Council of Better Business Bureaus (CBB cannot change your rating; we can only help to explain it." Not only was the appeal denied, it appears that the appeal was never even heard. It apparently was dismissed without even considering the merits of the appeal.

The BBB's refusal to consider the appeal, and the rating system itself, are blatantly unfair. In our entire history, we have no unresolved complaints!!

I would be pleased to provide much more detail regarding this issue. We would also appreciate any guidance you or your organization may be able to give relative to how we can best work through this ongoing nightmare.

Again, thank you for your website and the encouragement it gives businesses to know we are not alone in our frustration.