Friday, August 2, 2013

BBB now lists details of complaints

Posted By on Fri, Aug 2, 2013 at 8:00 AM

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When my out-of-state family visited Denver recently, they were appalled to find employees in their motel were working more than 8-hour days, 7 days a week, for less than minimum wage.

They reported the situation to the authorities and to the local Better Business Bureau.

I'd assume potential customers who check the BBB-status of that motel might think twice about staying there. Who wants to support a motel that treats its employees so poorly?

Until recently, however, if that same motel were in Colorado Springs, potential customers wouldn't be able to see the details of my family's complaint — only that a complaint had been made. Oddly, the Better Business Bureau of Southern Colorado didn't list complaint details on its Web site.

Thankfully, that's changed. BBB leaders say they hope the additional information will prove helpful to consumers. Read on:


BBB TO BEGIN PUBLISHING COMPLAINT DETAILS

Colorado Springs, CO – On August 1, 2013, the Better Business Bureau of Southern Colorado (BBBSC) will join all BBB’s across the country in publishing complaint details in their free Business Reviews. Complaints posted online will include all those received since October 20, 2012.

Previously, complaints were classified into categories and only the type of each complaint was reported, along with basic information about how the complaint was closed. Beginning on August 1, the actual text from consumer complaints will be included, as well as the initial business response and any subsequent business/consumer correspondence in reportable complaints.

“We believe that this change will enhance the transparency of our complaint handling process,” said Matt Barrett, CEO of the BBB. “We also believe that including the text of the complaints will provide better service for both our businesses and consumers as the public will have the opportunity to observe how our businesses interact with customers to resolve concerns.”

Because complaint detail is now able to be viewed by others, the BBB stresses that no personally identifiable information should be included in complaints and responses or rebuttals. Personally identifiable information includes names, phone numbers, addresses, names of competitor businesses and order, invoice or contract numbers.

“We are committed to protecting the privacy of individuals,” added Barrett. “We will remove any personally identifiable information that is inadvertently included in complaints before we publish.”

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