welcome today we'll be going over the
complaint process for BBB so without
further ado here are your presenters
Tyler and Kayla Nena thank you today we
will be going over the complaint process
how it works where the complaints go how
long the process takes
and so on so let's get started first
what is a complaint a complaint is a
description of your problem and all the
procedures you have followed in order to
resolve it before reaching the point
where you no longer know how to proceed
someone may choose to complain about a
particular business because they are
dissatisfied with the product or service
they received and the business may be
uncooperative and getting the issue
resolved so why does BBB handle
complaints because DPP's mission is to
be the leader in advancing marketplace
trusts while their vision is to have an
ethical marketplace where buyers and
sellers trust each other BBB does this
by acting as a neutral third party when
consumers and businesses have a
disagreement so what kind of complaints
does BBB handle BBB handles disputes
that relate to marketplace issues
experienced with services or products
that business provides BBB reserves the
right to reject complaints that use
abusive or foul language it sounds like
BBB accepts most complaints but is there
a criteria that needs to be met before a
complaint can be submitted yes
BBB does not accept complaints that are
employee-employer disputes
discrimination claims matters not
related to marketplace issues complaints
against individuals not engaged in
business and so on BBB does however
accepts complaints that contain a
complainants name address an email and
the business's name and location the
complaint must seek assistance from BBB
contain no abusive language and must be
from a person or entity that had a
marketplace relationship the complaint
must also relate to a marketplace issue
and in most cases had arisen within the
previous 12 months the complaint must
alleged deficiency in the company's
marketplace performance with regard to
the services or products that business
provided or agreed to provide and the
complaint must not be resolved
previously by a court action are
raishin or settlement between parties
but how does BBB actually handle the
complaints everything that the consumer
submits will be forwarded to the
business within two business days the
business will be asked to respond within
14 days and if a response is not
received a second request will be made
well what if the business decides to
never respond then what would happen
even if the business does not respond
the consumer will be notified BBB will
close the complaint within roughly 30
days but wait where does the consumer go
if they need to file a complaint
complaints are made online at bbb.org
but if you can't file one online a
complaint form can be mailed to you
BBB does not accept complaints over the
phone and we ask that you try to work
out a solution with the business before
filing a complaint
who should consumers contact if they
have any questions regarding complaints
you can contact BBB at 800 six seven
five eight one one eight or at info at
CCIE dot bbb.org
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doesn't anyone have any questions
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