The BBB Hears You!
Have you ever felt like you were not being heard? Of course you have. It can be a frustrating and sometimes helpless feeling. As a consumer you may have felt as though you were taken advantage of by a business. As a business you may have wished that the public knew how much more dedicated to customer service you were than your competitors.
For over 100 years in Houston, the Better Business Bureau has been listening to consumer concerns and championing great businesses. Recognizable by its "BBB" seal, the organization accredits businesses based on their commitment to high ethical standards and customer satisfaction. This accreditation offers significant benefits to both businesses and consumers.
How the BBB Listens to Consumers
The BBB provides a formal complaint process that offers consumers a chance to resolve disputes with businesses. Unlike review platforms like Google or Yelp, which focus on public opinion, the BBB's process is aimed at achieving concrete resolutions.
Consumers can file complaints against both BBB-accredited and non-accredited businesses through the organization’s website or local offices. The process encourages consumers to seek resolution directly with the business first, but this is not a strict requirement. To qualify, complaints must meet the BBB's guidelines, ensuring they are legitimate and actionable rather than simple expressions of dissatisfaction.
Once a complaint is filed, the BBB forwards it to the business within two days, requesting a response within 21 days. Accredited businesses are required to respond, reinforcing their commitment to customer care. Non-accredited businesses are encouraged to participate, as unresolved complaints can impact their BBB rating.
For consumers, this process offers transparency and accountability. They are notified when the business responds, and the BBB tracks the outcome, assigning statuses like "Resolved," "Answered," or "Unresolved." If necessary, the BBB facilitates mediation or arbitration for complaints involving accredited businesses.
Additionally, consumers can view complaints on a business’s profile for three years, enabling them to make informed decisions based on the business's track record.
How the BBB Listens to Businesses
Accreditation by the BBB serves as a mark of trust and reliability, enhancing a business's reputation. Businesses that earn the BBB seal demonstrate their commitment to ethical practices and responsiveness to customer concerns, which can increase consumer confidence and loyalty.
Accredited businesses are required to respond to complaints as part of maintaining their status. While they are not obligated to agree to all customer demands, they must address issues promptly and constructively. This proactive approach helps businesses build positive relationships with their customers, potentially turning a negative experience into a loyalty-building opportunity.
For non-accredited businesses, resolving complaints can also boost their BBB rating, reflecting positively on their commitment to customer service. Conversely, ignoring complaints can lead to a lower rating or even the revocation of accreditation, highlighting the importance of accountability.
The BBB's mediation and arbitration services provide businesses with additional tools to resolve disputes efficiently. Moreover, the organization's complaint database, which excludes personal information, offers businesses an opportunity to showcase their responsiveness to potential customers.
A Legacy of Trust
The BBB has been a cornerstone of marketplace integrity for over 100 years. By prioritizing resolution over opinions, it bridges the gap between businesses and consumers, fostering trust and accountability.
The BBB hears you.
Learn more about the BBB at BBB.org.
The Chamber is proud to call the BBB one of our Chamber Partners. We appreciate their longtime support of the Chamber and the LGBTQ+ community.