The Better Business Bureau - Newfoundland & Labrador

What does the Better Business Bureau do?

Collects and reports information about businesses and charities to help callers make informed decisions. Answers inquiries about business' reliability and gives general consumer information. Receives, conciliates and attempts to resolve written consumer/business complaints and report the results. Educates business and consumers through news releases, TV and radio releases, guest speaking, tradeshow presentations, and solicitations. Works with other agencies, associations, police, and all levels of government to maintain an ethical marketplace.

What doesn't the Better Business Bureau do?

The BBB does not:

· endorse, recommend or depreicate any product, service or company.

· give legal advice or provide legal services.

· pass judgment on prices, fees or product quality unless misrepresentation is indicated.

· act as a collection agency.

· collect or report personal credit information.

· accept complaints already processed by another agency.

· participate in joint complaint resolution.

· assist with employee / employer disputes.

· accept verbal complaints for action.

· create laws.

How do Better Business Bureaus serve their communities?

Better Business Bureaus:

· Provide reports on business firms that will be helpful to you before making a purchase. The BBB system responds to millions of such inquiries each year;

· Provide information about charity groups and organizations;

· Help resolve consumers' disputes with businesses through conciliation

· Promote ethical business standards and voluntary self-regulation of business practices.

What are most of your calls about?

Although the Bureau does help customers with complaints, 70 to 80 percent of the calls to the BBB are pre-purchase inquiries. In other words, most calls are from people checking on a business prior to making their decision on where to do business.

If all your funding comes from business, how can you be fair to the consumer?

The BBB's value to the business community is based on our neutrality. The purpose of the BBB system is not to act as an advocate for businesses or consumers, but to act as a mutually trusted intermediary to resolve disputes, to facilitate communication, and to provide information on ethical business practices. Businesses have supported the BBB for over 80 years because an ethical marketplace is in everyone's best interest.

How can a Bureau be unbiased when it gets a complaint about a member?

The BBB's integrity is on the line every time we review and process a complaint. If a Bureau were to favour members over non-members in a complaint, such action would destroy our most valuable asset - the public trust that we have held for over 80 years. Our members support us because they know we will act as a neutral third party, giving them an opportunity to learn of and respond to customer problems.

Why do I have to call a BBB long distance to get a report on a company?

There are 156 BBB offices in the U.S., Canada and Puerto Rico. Each office maintains files on companies headquartered in its service area, which may extend as far as a 1000 km radius. Local Bureaus have the most current information on companies from their complaint files, plus additional information gathered from various area sources such as local, provincial and federal government agencies. Bureaus also carry reports on companies that conduct business nationally. Call your local BBB first to see if it has the company report you are looking for.

I filed a complaint with the BBB. The company has not responded. Why can't the BBB make a business satisfy my complaint?

When a BBB receives a complaint, we present the complaint to the business and request its assistance in working out the problem with the unhappy customer. Most companies are grateful for the opportunity to resolve problems with their customers since it often means their patronage will be preserved.

BBB members agree to respond to consumer complaints presented to them by the BBB, and risk losing their membership if they do not. Most other companies, regardless of whether they are BBB members, also cooperate with the BBB.

However, some companies do not want to work with the Bureau and/or their customers to resolve complaints. Because the BBB is not a government or law enforcement agency, the Bureau cannot force a reply from a company; nor can it administer sanctions. However, a company's unwillingness to respond to the BBB or a customer will be noted in the company's Reliability Report the BBB provides to the public. The customer is free to pursue other alternatives such as legal action.

Why won't the BBB recommend a reputable company for me to deal with?

The basic policy of the BBB is to refrain from recommending or endorsing any company, product or service. This is done to ensure continued public trust in our fairness. BBB members must meet certain standards to qualify for membership and to remain a member. Many Bureaus publish their entire membership lists, or you may request a list of Bureau members in a specific business category. Reliability Reports from most BBB's also state whether a company is a member.

I called the BBB and was told that what I'm asking from the company is unreasonable. Isn't the BBB supposed to be on the consumer's side?

The BBB is neutral, working to promote an ethical marketplace. It tries to seek a mutually satisfactory outcome in disputes between business and customers. Businesses and customers both have rights and responsibilities in the marketplace. The BBB tries to do what's right, rather than take sides.

Doesn't the BBB give credit reports?

The BBB reports on a firm's marketplace practices. It does not report either individual or business credit information. BBB reliability reports contain information about the nature of the business, its principal officers, a three-year summary of any complaints processed, and any government action involving the company's marketplace practices. Most Bureaus will also report a company's BBB membership in its public report and note whether it participates in any special BBB programs to improve customer satisfaction.

Why can't the BBB stop rip-offs and scams?

Many times, the Bureau does. Although the BBB system does not have legal and policing powers, Bureaus provide information about marketplace fraud through scam reports to the public, media releases and alerts.

Bureaus work closely with local, provincial and federal law enforcement agencies, providing them with valuable information on potentially fraudulent activities. Many times BBB's are the first organization to know about a developing scam and they alert authorities and the public. When a scam develops in one part of the country, the news travels quickly to the 156 BBB offices in the U.S., Canada and Puerto Rico that in turn alert the public in their communities.

The public can help to stop rip-offs and scams by contacting the BBB before they do business with an unknown company and by notifying their Bureau of a potential scam. If it sounds too good to be true, it probably is.

Why doesn't the BBB report on private actions and small claims court actions against companies?

BBB Reliability Reports contain information on actions against companies and/or their principals brought by government agencies that allege violations of laws or regulations relevant to marketplace activities and that are relevant to consumer's buying decisions. Private civil actions between companies, or between companies and their customers, do not necessarily involve violations of law and involve private disputes that cannot fairly or meaningfully be reported to the public.

Doesn't the BBB report only on its members?

No. BBB's issue reports on members and non-members alike. BBB's, which as a matter of policy do not endorse or recommend any company, product or service, apply the same standards to reporting on companies, regardless of their BBB membership. BBB reports may, however, note the fact of a company's membership in the BBB.

Because BBB members must qualify for membership by adhering to certain standards, a company with a bad report will be disqualified for membership. However, this does NOT mean that a company that is not a member has a bad report or would not qualify for membership.

What good is the BBB if it can't help me resolve my problem?

BBB's can help solve consumer/business problems. As private not for profit organizations, however, they cannot force a solution on parties to a dispute. Most BBB's do offer mediation and arbitration to help resolve consumer disputes, which can save both businesses and consumers the time and expense of going to court.

But Better Business Bureaus do a lot more than help settle disputes. Through the support of their local business membership, BBB's work for an ethical marketplace by maintaining standards for truthful advertising, investigating and exposing fraud against consumers and businesses and providing information to consumers before they purchase products and services.

Why should I use BBB member companies?

· they have met BBB Membership Standards

· they support business self-regulation efforts, resolve legitimate customer complaints, adhere to sound advertising guidelines, and abide by the BBB Code of Ethics

· when you do decide to do business with one of our members, please let them know that their membership in the Bureau was a factor in your purchasing decision. They will be pleased that their customers have as much interest in an ethical marketplace as they do.

· member companies have voluntarily undertaken to listen to the concerns of their customers and, collectively, to combat unethical practices in the marketplace.

· members have a Better Business Bureau decal on their door. Before you buy in this complex world, we urge you to check out company reports at the BBB to develop a basis of comparison between companies.

If a member 'goes wrong' what happens?

The member will be immediately reported to the Board of Directors who review the facts and can suspend, expel or impose terms on the firm's membership. An expulsion becomes a reportable fact to future inquiries.

Can any business be a member?

Only businesses with good records of performance, no outstanding complaints, and properly licensed, will be approved for membership by the Board of Directors who rule on every applicant.

Where do I find company reports?

The Better Business Bureau offers company-reporting system online. Just check the “Company Report” section of our website.

Why can't the Bureau close down a business?

This is a legal matter (Civil or maybe Criminal) that is attended to by enforcement authorities. The Bureau is not such an authority.

Why can't we post our experiences on your site for others to see?

The Better Business Bureau does not serve as an advocate for either consumers or for businesses. Its purpose is to provide unbiased reports on businesses based solely on neutral and collective information that is documented in Bureau files.

Why don't you list the top 25 businesses from good to bad?

The Better Business Bureau does not recommend or endorse any company, product or service, nor does it disagree with or oppose any company. It is an unbiased organization whose mission is to assist consumers in exercising their own best judgment when making purchasing and giving decisions.

Should you wish to receive a list of companies that meet strict BBB standards, you can request a member list by contacting your local BBB office

Why don't your companies have gradings like 1, 2, 3 or A, B, C as to customer service?

Better Business Bureau standards for reporting require only ratings of "satisfactory", "unsatisfactory", and "no rating."

A business with a satisfactory rating has been in business for at least one year and has voluntarily provided the BBB with all information requested about the business and its product or service. If any complaints have been received about the business, its number has not been considered by the BBB to be extreme. If the business has been contacted by the BBB regarding its advertising or selling claims, it has modified or substantiated its practices. And finally, a business with a satisfactory rating has not been the subject of any recent law enforcement actions concerning dealings with its consumers.

A business will have an unsatisfactory rating if it has unresolved or unanswered complaints, or it consistently does not resolve complaints in a timely manner, or it has developed a pattern or volume of complaints. Also, if a business fails to pay an arbitration award or fails to arbitrate when it is pre-committed to do so, it will receive an unsatisfactory rating. In addition, a business that fails to substantiate or modify advertising claims will have an unsatisfactory rating.

If a company does not meet all the criteria necessary to qualify for a satisfactory rating, or its file does not contain conditions requiring an unsatisfactory rating, the BBB does not use either term, thus it is a "no rating."

A name=35>What happens when I file a complaint?<

We contact the company and ask for their response. We advise you of the company's position and the complaint becomes a part of our file information. The complaint is them reportable to the inquiring public for a three year period

When should I file a complaint?

We suggest that when you are having a dispute with a company you first try and resolve the situation by speaking to someone in authority at the business. Sometimes you are able to get the matter resolved that way. If talking fails to produce results, the BBB suggests you write to the company outlining your concerns, your suggestions for a fair and reasonable settlement, with a request for a response within a reasonable time frame. At the very least, the business cannot claim that they are unaware of your dissatisfaction. When you feel that you are unable to work it out with the business that is the time to file the claim.

What type of authority do you have?

The BBB is not a law enforcement agency and we cannot force a company to do what you want. Even though we cannot guarantee the results of your case, many claims are resolved.

What types of complaint do you handle?

We have a number of different programs to handle disputes. The most common types of complaints we handle have to do with the business/customer relationship.

What is a BBB reliability report?

BBBs maintain files on many companies in their area and even some outside their service area. A BBB report can help you determine if a company you are considering dealing with has a good record with the BBB. These reports will tell you how long the company has been in business, how long the BBB has known about the company, what the BBB files show about complaint patterns, and whether the company is pre-committed to a dispute resolution program. If the company is a member of the BBB, the report will indicate that fact. The report may also contain general information about the nature of the company's business. The report where possible covers activity for the past three years.

The BBB reports on all companies that have generated sufficient inquiry or complaint activity, whether or not they are members of the BBB. If the Bureau does not have a report, it usually means the firm is new, or has not generated previous activity, or has not been the subject of any unanswered complaints.

What is BBBOnLine?

A distinctive web site seal provided by the Better Business Bureau to help web users identify reliable, trustworthy businesses on line.

How long has it been around?

The BBBOnLine Reliability program was launched in April 1997 with the support of 11 major corporations: AT&T, Ameritech, GTE, Hewlett Packard, Kodak, Netscape, Road Runner, Sony, US West, Visa USA and Xerox. As of January 2001, over 8500 distinctive web sites across the US and Canada are covered by the BBBOnLine Reliability seal and the standards it represents.

Can any business have the BBBOnLine seal on their web site?

No, Bureau members must apply to use the seal and then they must meet very strict standards before they are considered. To obtain the BBBOnLine seal, a business must be at least one year old, provide bank and customer references, and disclose the names and backgrounds of company owners. It must also pass a background check that looks for evidence of fraud or action by government regulators.

How can I be certain that a BBBOnLine seal is authentic?

The BBBOnLine seal is "clickable". When a web site visitor clicks on an authentic BBBOnLine seal, they will be hyperlinked to the BBBOnLine Reliability database where the company's participation in the program will be confirmed. Falsified BBBOnLine seals will either not be "clickable" or will not be authenticated by a hyperlink to the Reliability database.

What are the benefits to a business for having the BBBOnLine seal?

According to a survey conducted by Greenfield Online, 84% of web shoppers agreed that the recognition of companies on the web by a reputable third party would make them more confident about buying from companies they do not know. The BBBOnLine Reliability seal helps increase consumer confidence in the Internet as a safe place to shop. Having this distinctive seal on their web site helps distinguishes a company from online competitors, legitimate and otherwise.

How can the Better Business Bureau assist in resolving disputes?

The Bureau can assist through various ways, including conciliation.

What is conciliation?

In BBB conciliation, staff collect information from all parties and pass along explanations and/or offers made by either side to solve the problem. Conciliation, which usually occurs by mail, fax, or email, frequently settles the matter simply and quickly.

Is there a cost for using the Bureau's conciliation services?

This service is provided free of charge to both consumers and businesses.

How does a consumer start the process?

If a consumer has been unsuccessful in attempting to resolve the issue directly with the business a complaint form is available through our website at www.bbbnl.org. The consumer should write a letter of complaint to the Bureau, outlining their reasons for dissatisfaction with the firm and explaining what he or she would consider to be a fair resolution. The consumer should also provide copies of pertinent documentation, such as contracts, warranties, invoices and photographs, when appropriate.

What is the Bureau's role in conciliation?

The Bureau acts as a neutral third party to facilitate communication between the consumer and the business. The Bureau will forward the complaint letter and accompanying documentation to the business and will request a response from the firm. Then they will pass along the company's response and settlement offers to the consumer. Once the conciliation process is completed, the nature of both the complaint and the company response will go on record and will be reportable to the inquiring public for a period of three years.

What happens if a firm refuses to respond to a letter of complaint forwarded to them by the Bureau?

Companies who are not members of the Bureau are encouraged to respond to all consumer complaints but they sometimes refuse our efforts to conciliate. However, such a refusal is reportable to the public and results in an "unsatisfactory" rating for a period of three years. Bureau members are obligated to respond to letters of complaint, which are forwarded by the Bureau. Refusal to respond by a member company will result in suspension or possible termination of the membership and an "unsatisfactory" rating, reportable to the public for three years.