This report is just a warning to beware of the Dallas Better Business Bureau.
I strongly recommend caution in using this organization for either selection of a vendor, or filing a complaint against the vendor.
This report is based on a single, but disturbing reality, about my experience with this organization.
In short, this claim related to work performed at an automotive body shop (S&C Body Shop in Garland, TX), where in the process of performing the work, they caused notable other damage to my vehicle.
First, I selected the body shop based on the fact that they were registered with the BBB, and participated in a special customer service/complaint resolution program w/the BBB.
I filed an initial complaint with the Dallas BBB, and then proceeded to gather considerable evidence of my claim, including time/date verifiable photos.
When I notified the BBB, they connected me to Lee Stallings, whom informed me that the BBB was swamped, and that the case would take a while before getting reviewed. Further, they were not interested in reviewing my detailed claim, particularly my photos, and that I should save all this information for mediation, which is where this would likely end up.
Roughly a year went by. I periodically contacted the BBB to get status, but never got more than something to the extent of "the case is still open, and pending review".
Finally I received a letter from the BBB indicating that my case had been closed due to me not being able to prove that the damage was caused by the body shop.
I called to protest, explaining that I in fact did have time/date verifiable photos that can prove it, and that I was very disappointed that the BBB would not even take the time to look at them, or any of the other evidence I spent considerable time preparing.
They then indicated that I should pursue the case privately, and that they would not re-open it, and still had no interest in reviewing the evidence.
I then brought my case to the BBB headquarters in Washington D.C. They reviewed my case, and assured me that my claim was in fact valid, and that their lawyers would talk to the Dallas office to try to get the case re-opened.
After about a month of this, they finally determined that there was something about the contract of the Dallas office that prevented them from being able to make over-riding decisions, and the Dallas office (Lee Stallings and Jay Newman) flat out denied Washington office's "request" to do the right thing and reopen the case.
Bottom line:
a) I would not have chosen this body shop in the first place if they weren't a "strong" member of the BBB.
B) I lost over a year of making repairs and filing a private case due to the BBB stalling me for so long, only to ultimately drop the case w/out reviewing the evidence.
It is clear that the BBB (at least in Dallas), is nothing more than a business, and not a true consumer advocate group. It is sad that they are allowed to use a name (BBB) that consumers automatically recognize as an advocate group, rather than a profit seeking business.
It appears to me that the BBB must make their money from businesses joining them, and thus, they defend these businesses at all costs, as if they are defense attorneys for those businesses, trying to shoot down, or just stall, and ultimately dismiss claims (as in my case).
As a note, the Washington DC office appeared genuinely concerned, and eager to to what is right.
So I am not suggesting that all BBB's are corrupt —just the office I dealt with... So Dallas beware!
Lee
Plano, Texas
U.S.A.
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