Both sides get stronger voice
This week the Better Business Bureau (BBB) of the Upstate joined offices around the country in listing detailed complaints online. They will be accessible through its free BBB Business Reviews directory service, which provides profile and rating information on companies.
Whereas complaints previously only listed the business category and method of resolution, the new listings will include the text from consumer complaints, the initial business response, and any subsequent business and consumer correspondence. Names, contact information and invoice or contract information will be excluded, however.
“We think the new reporting is a win-win for consumers, businesses and the BBB,” said Vee Daniel, president and CEO of BBB of the Upstate. “Publishing complaint details will allow consumers to make up their own minds about how the complaint was handled. It also provides businesses an opportunity to share their side of the story as well as demonstrate exemplary customer service.”
The nationwide change is in response to consumer feedback, yet also gives responsive businesses an opportunity to show how they have actively tried to resolve issues, BBB said in a statement.
Daniel said in a release that more than 84 percent of complaints filed through BBB of the Upstate are resolved each year. About 17 percent of complaints are either unresolved or unanswered, meaning that one of the parties did not respond.
