Complaint Documentation
Contact the company directly. If you have a problem with a business, your first course of action should be to contact the business directly. You may be able to resolve the problem quickly in this way. For example, if you purchased a product that you believe doesn't match what was advertised, you could return it and ask for a refund.
Make a formal request in writing. If your first attempt at resolving the problem does not lead to a successful result, you should document your problem in writing. This will serve 2 purposes: it will give the vendor another opportunity to satisfy your concerns before the problem escalates, and it will also serve as documentation of the problem which you will be able to use when you file your online complaint with the BBB. In your letter, clearly identify the problem and the resolution that you would like. For example, you might say, “I am writing because the Acme Widget that I bought does not glow in the dark, as the advertising claims. I would like to return it for a full refund.” Summarize your prior efforts to resolve the problem. You should provide the dates and locations of any contacts you made with anyone from the company. For example, you might say, “On October 1, 2016, I returned to the Acme store in Anytown, USA, and I spoke with the manager, Mr. Smith. I asked to return the widget, but he told me he would not refund my money.”
Keep a copy of any letter that you send. In most cases, if your first effort to resolve the problem was unsuccessful, you're not going to change the result simply by putting your concerns in writing. The purpose of the letter is to provide documentation for your BBB complaint. Make sure you keep a copy of the letter. If possible, print and sign the letter, then save a scanned copy so you can upload it with your online BBB complaint.
Understand the limitations of filing a BBB complaint. The BBB will accept certain types of complaints and will attempt to help you resolve the dispute with the company. However, there are several types of disputes that the BBB will not accept. These include: Employee/employer disputes Discrimination claims Matters that are/have been litigated/arbitrated Complaints against individuals not engaged in business Issues challenging the validity of local, state, or federal law Complaints against government agencies, including the postal service Matters not related to marketplace issues
Online Complaint Form
Visit the Better Business Bureau website. The Better Business Bureau (BBB) has many offices throughout North America, but there is a single, centralized website for filing your online complaint. Begin your complaint by visiting https://www.bbb.org/. From the home page, select “Contact” at the bottom of the screen. On the new screen, select the link to “I want to file a complaint.”
Identify the nature of your complaint. The first screen of the complaint form asks you to select the type of consumer problem that is the basis of your complaint. When you select one of the options, you may be prompted to answer additional questions. You will need to select one of the following options: Vehicle Cell phone or wireless carrier Business product or service Business advertising Business privacy policy or practices Charity
Identify the business. You must provide the name and address of the company that you are having a problem with. The online complaint form has a search feature that lets you search for the company by using its full name or part of the name. You can also search by location, using the name of the city, state, or zip code. You are required to identify the specific location for the store. If you cannot provide this information, you will have to find it or you will not be able to proceed with the online complaint form. After you identify the business and its location, you may be redirected to another screen. Your complaint will then be handled by the local or regional branch of the BBB where the business is located. You will need to proceed by answering the questions that are presented.
Provide your identification. The BBB will not accept anonymous complaints. You must complete the next section of the online complaint form by providing your name, address, telephone number, and other contact information. If you leave any of the required information blank, you will not be allowed to proceed.
Present your complaint. The next section of the online complaint form provides you with a blank screen to explain your complaint. You may write as much as necessary to explain your complaint. When completing this section of the online complaint form, remember the following suggestions for best results: An exact copy of what you write will be sent to the business. The text of your complaint will be posted on the BBB websites. Therefore, you should not include any personally identifying information in the text that you write. Do not include names, telephone numbers, or account numbers. Remain professional. If you use insulting, derogatory or profane language, your complaint will not be processed. You're also unlikely to get results that way. Focus on the details of the problem. Keep it brief. Provide only the relevant details. You do not need to repeat every step of your transaction or any subsequent conversations. Focus on the relevant details of your dispute.
Respond to the optional demographics survey. After you present the details of your complaint, you will be asked a series of questions about yourself. This is a brief survey conducted by the BBB so they can better understand the people who use their online complaint service. Your participation in this survey is optional. If you choose not to answer the questions, just click “Next” at the end of the screen.
Review your complaint. You will be redirected to a screen that contains all the information you have just submitted. Review this information very carefully to make sure that it is complete and correct. Make sure that all the address information is correct, both for yourself and for the company. Review your written statement, both for clarity and completeness. If you wish to revise any part of your complaint, you may do so by selecting “Previous” at the bottom of the screen. When you are satisfied that the complaint is accurate and complete, then submit it by clicking on “Submit Complaint” at the bottom of the screen. If you have changed your mind and wish not to submit your complaint at all, you can select “Cancel.”
Reviewing the Response
Wait for a response. The BBB will process your complaint as soon as you submit it. Within 2 business days, they will forward your complaint to the business, and the business is expected to reply with 14 days. If the BBB does not receive a reply within that time, it will make a second attempt to contact the business.
Receive your response from the BBB. When the company responds to the BBB, you will receive a copy of its response. If the company does not respond, the BBB will send you a notification that no response was received. If the BBB does not receive a response within 30 days after the filing of your complaint, the complaint will be closed.
Review the company’s reply. If the company submits a response, you will receive a copy of it. The company may agree with your complaint and consent to your requested remedy. Alternatively, the company may stand on its earlier decision. In either case, you should review the company’s response carefully. You may need to take action, such as returning to the store for a refund. Even if the company continues to deny your complaint, you may wish to use its response in any future action that you choose to take.
Alternative Action
Notify your local chamber of commerce. Most local communities have a chamber of commerce that provides a variety of services for both businesses as well as consumers in the area. You may wish to contact your local chamber of commerce to find out if they have a formal complaint process.
Contact your state's attorney general. The attorney general’s office has a consumer affairs bureau or department. Check your state’s official website to find contact information for this office, and contact them with the details of your complaint. The attorney general does not always get involved with individual complaints, but if your concern indicates a larger consumer problem, the attorney general may take legal action.
Post your concerns online or on social media. Although you may not resolve your problem this way, you can warn other consumers and perhaps exert some pressure on the company. You can leave a review at https://www.bbb.org/leave-a-review. Or, post your concerns on Facebook or Twitter. You may also use a source like Yelp.com to post your complaint, but note that Yelp and similar sites do not verify reviews as BBB does, so they don’t always give an accurate picture of customer reactions.
Take legal action in court. If the amount of money involved is substantial, and you still have not received satisfactory treatment, you may wish to take legal action in court. For this, you should consult with a local attorney. An attorney can help you review the details of your case and determine if you have a valid claim that can be satisfied in court. An attorney can also help guide you through the legal process with drafting and filing a complaint, and taking the case to settlement or trial. If the amount is within a particular dollar amount, you may be able to file a complaint in small claims court. This is a division of your local trial court that has simplified procedures and generally easier paperwork. For information, you should contact the trial court in your county.
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