Do I have to reply to a complaint to the Better Business Bureau?

Question

My business recently received it's first complaint in 14 years to the BBB. We were contacted by the BBB and received a copy of the complaint. The person who placed the complaint made us sound very bad. They make it seem like we never tried to fix the problem, which is a flat out lie. When I asked the BBB if I have to respond, they only told me about their $400 membership. I don't want to join but will the complaint be visible and do I or should I respond? will my response be visible...even without a membership? I know I automatically receive a lower grade on their site just for having a complaint but I find it very unfair. This client was unreasonable and is now trying to ruin my reputation.

Answer 1

Let me first start off by saying I aplogize for the BBB that tried selling you a membership instead of helping you answer the complaint. When a complaint is made on a company, whether it is a member or nonmember, it is best to respond. The BBB understands there is always 2 sides to every story. You may have a complaint listed under your business name, but what is important is did you respond to that complaint...meaning write down your side of the story. The BBB is just a neutral third party that tries to help with resolution between the consumer and the business. We are not an enforcing agency. I hope this answers your question. Feel free to email me with any questions.

Answer 2

1 complaint in 14 years can't be too bad .
1 complaint a week maybe , but 14 years ?
Just respond with a letter indicating your side then
Make your final remark ,
" All things considered , 1 complaint in 14 years isn't too bad !"

If you are a stickler for details , make a copy for yourself and send it certified mail .

Don't wig , how many of us actually take the time to check the BBB (even tho we should ) ?

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Answer 3

if you ignore it, it will probably become a permanent black mark against you. Defend yourself - tell your side of the story - It can only help