I am going to give you a little background about our experience with the BBB. We have been in business for well over 50 years. At one point, we were an A rated accredited business with the BBB.
Recently the BBB changed our rating to an F and revoked our membership (they probably did not get our check). Well the reason they claim our accreditation was pulled is because we "did not respond to consumer complaints in a timely manner or at all" Frankly, this is not correct. The truth is we take all customer complaints seriously and make every effort to resolve any issues that our clients have promptly.
We have not received any notices from the BBB about these complaints that they claim were sent to us. So we did what any ethical business would do. We contacted the BBB and asked them to resend these complaints and re-open the file so that we can respond accordingly.
They re-opened the cases and our company responded to all of them promptly. The BBB closed all of the re-opened files and marked them as resolved but not within BBB's time frame.
The BBB's time frame is 15 days from the date the complaint is made. Well, It is impossible to respond to a 15 day time frame when we never got the initial notice.
Nevertheless, I have been working tirelessly to attempt regain our rating. The BBB moved our rating from an F to B - because we responded to all of the complaints. Great we were happy and said it was better than being listed as an F.
Two days later our rating went to a C. I was not happy, but I did not make a big deal out of it. I figured it will get better as we rebuild our relationship with them. The next day our rating dropped again to a C-. Now I was getting concerned. I have been checking our rating everyday at this point. As of Yesterday it was still a C-.
Today I was talking to one of our attorney's about our rating and to see if we could improve it. So our attorney decided that she would pull our rating up to she if she can figure out what was going on.
My jaw almost hit the ground it was a F.in one day our rating went from a C - to an F for no reason. II just don't understand how they can be allowed to do this. Just incase you were wondering this is all in a period of 2 weeks with no additional complaints from the time we were a B-.
I know that the BBB is currently being investigated by the Connecticut Attorney Generals office. I truly hope they make them correct all of the problems they have caused for all of the innocent Connecticut business' that they have harmed.
The lesson in this long complaintis simple, do not trust the BBB.
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