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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
THE MORE THINGS CHANGE...BUSINESS AS USUAL...BILL MITCHELL GETS AXE
I had been waiting to see what the Better Business Bureau would do about events and practices uncovered by this reporter, ABC News and George Gombossy and was close to running a story about how the more things change the more things stay the same.  To wit:

For years, a common thread among complaints against the LA BBB in particular was that personal conflicts adversely affected the Grades non-member businesses received from the BBB.   The scenario usually went something like this:  A business would find out the had a C- grade and would call up the LA BBB to question the grade.  Gary Almond would get on the line and an argument would proceed.  The next day the business woke up to find they had an F grade.  Well, Gary Almond is now in the Sacramento BBB and it appears his role has been taken over by Kim Burge. 

Interesting rant against the BBB at http://www.godihatepeople.com

Minnesota BBB gets caught with their pants down.  Originally, ConServe received an A- from this BBB Office (since changed to not rated).  Turns out ConServe has been charged with a massive Ponzi scheme.  Nice due diligence.

Des Moines, Iowa BBB office under fire from a few businesses for misrepresentations on non member BBB reliability reports.

St. Louis BBB resorts to slamming business in press release after business questioned their grade.

Texas story is heating up.  Dues paid and BBB Board Membership alleged to result in much higher grades.

In short, while we've waited for the results of the CBBB internal investigation, business has been going on as usual at the BBB.  We were about to go in depth on the above stories, but woke up this morning to read ABC's Story by Joseph Rhee that Bill Mitchell, CEO of the LA BBB has resigned.  This was a necessary step for the CBBB to take but not an end to the problems the BBB faces, especially over their controversial grading system.

In the past, I've offered suggestions on how to fix the BBB.  I've adjusted my thoughts somewhat.  Now I propose that the grading system be dropped competely.  Businesses that believe in the BBB should be allowed to buy memberships, display the BBB logo on their websites, and have the BBB Member Seal as part of their BBB reliability report.  Non member businesses should simply have a Not A Member notification on their BBB reliability report.  I have no problem with the BBB listing the number of complaints for both member and non-member businesses as long as there is no judgment passed on the 'type' of complaint (as is current practice.)  Also, especially in the LA BBB office, in would be nice to see an Amnesty Program in place for all  non-member businesses who dispute their current Grades.

We will now wait and see who the new head of the LA BBB is.  A lot will be revealed by who the new CEO of the LA BBB is.  Both Kim Burge and Gary Almond should not be considered.   Nice to know some real changes might actually be in the works.  We'll hold our breath.
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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