How to File a Complaint with the Better Business Bureau
Quick Answer
The BBB is frequently misunderstood as a government authority. It is a private nonprofit organisation that mediates disputes between consumers and businesses. Its effectiveness depends on whether the business participates in the BBB process and values its accreditation.
What the BBB Does
The BBB maintains business profiles including complaint histories, ratings (A+ to F), and accreditation status. When you file a complaint:
- The BBB contacts the business and forwards your complaint
- The business has 14 days to respond
- You can review their response and indicate whether it is satisfactory
- Unresolved complaints remain on the business's BBB profile for three years
The BBB assigns letter grades based on factors including complaint volume, how complaints were handled, time in business, and whether the business is accredited.
When BBB Complaints Are Most Effective
The BBB is most useful when:
- The business is BBB-accredited (they pay dues and commit to resolving complaints)
- The business values its public reputation and rating
- The dispute involves a billing or service issue the business can reasonably resolve
It is less effective when:
- The business is not accredited or does not participate in BBB processes
- The business is clearly fraudulent and has no interest in resolving complaints
- The dispute requires legal enforcement rather than mediation
How to File
Online: bbb.org/file-a-complaint
You will need:
- The business name, address, and phone number
- A description of the problem
- What you have already done to try to resolve it
- What resolution you are seeking
The BBB will send you updates as the business responds. You can accept or reject the response and provide feedback.
BBB Is Not a Government Agency
This distinction matters. The BBB cannot:
- Fine or penalise businesses
- Force a refund
- Revoke business licences
- Refer cases to law enforcement
If you need enforcement power, file with your state attorney general or the FTC. The BBB complaint process is mediation, not enforcement.