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      AN INVESTIGATIVE NEWS SERIES
    ON THE STANDARDS AND PRACTICES   
    OF THE BETTER BUSINESS BUREAU
       
         START WITH TRUTH


  V 1.5  Nov 2010
SOME GREAT SUGGESTIONS FOR THE BBB.  PLEASE IMPLEMENT IMMEDIATELY
Long time consumer affairs reporter, George Gombossy, of CT Watchdog, published an excellent column today called "Steps Better Business Bureau Must Take To Regain Credibility."  George has consistently and frequently covered the Better Business Bureau and since I can't improve on his suggestions, I'll just repeat them.

Eliminate the grading system and return to the satisfactory/unsatisfactory ratings.

Require that ALL complaints against board members’ firms be handled by an INDEPENDENT 3rd party.

Require the BBB to have proof that it actually did all it could to make sure businesses received complaints.

Make clear when complaints are NOT satisfied by businesses.

Permit appeals to all ratings to a neutral party.

Limit salaries to $175,000 a year for each chapter president.

Limit marketing costs to 30 percent of the revenue collected.

Prohibit outsourcing of telemarketing.

Fire the entire management team at the southern California (Southland) chapter where the most outrageous examples have been discovered.

Hire a neutral third party to investigate the national BBB Council management and make that report public.

I would make one addition to George's list.  I'd also take a close look at the Sacramento BBB where recent Southland alumni, Gary Almond has been announced as the new President.  From my conversations with Southland businesses, I have much reason to believe that Mr. Almond was part of the problem at that BBB chapter.
Editor's note:  There is a need for a consumer advocacy group that the public can turn to, and it used to be that the Better Business Bureau fulfilled this role adequately.  No longer.  It is obvious the Better Business Bureau does not now, nor ever will have, the resources to fully investigate the four million businesses in their database, much less grade them with any sense of accuracy.  It's an impossible job, and to think otherwise is a mistake that the BBB should acknowledge so they can get back to their reason for existence--protecting the consumer.  There's an old saying, "who will watch the watchers" and it applies here as the BBB has set themselves up to be above the law.  We are simply here to help the Better Business Bureau do a better job so that they may properly serve the consumer, the business community and themselves.  If they refuse to reform, then they must bear the consequences.
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