Is the BBB a Scam? 

If you’re thinking of using the BBB, you need to know: Is the BBB a scam? 

Below, we explain whether the BBB is a scam and discuss some steps you can take to improve your safety when using this website.

What Is the BBB?

The BBB stands for “Better Business Bureau.”

As per its own description on its website, the BBB is a “non-profit organization that promotes trust between businesses and consumers.”

The BBB says it makes it easier for consumers to find businesses they can trust. 

It does this by publishing company profiles as well as reviews and complaints about businesses from customers. It also helps resolve disputes between consumers and businesses. 

On the BBB website, companies are rated from “A+” to “F” based on various factors, like the number of complaints received and how fast the company resolved them. 

Companies can also be “BBB accredited,” which means they meet criteria like being in business for at least 6 months, resolving customer complaints, and having no governmental ethics violations. 

Is the BBB a Scam?

No, the BBB is not a scam. It’s a private, non-profit organization that publishes a directory of businesses with ratings and customer reviews. 

However, its credibility has been questioned. 

The way that the BBB rates companies (from “A+” to “F”) has attracted quite a bit of controversy, with some media outlets saying that paying a membership fee can increase your rating. The BBB denies this. 

The BBB gets mixed reviews from users:

• 1.4 out of 5.0 stars (from 342 reviews) on Trustpilot.
• 2.2 out of 5.0 stars (from 142 reviews) on Sitejabber. 
• 3.1 out of 5.0 stars (from 676 reviews) on Yelp.

Users mostly complain about their complaints being removed or ignored on the BBB website.  

That said, some consumers said that complaining on the BBB site resolved issues that were likely never going to be resolved otherwise.

For example, one user said: 

“I went round and round with Costco customer service for six months when they damaged my home delivering an appliance. I didn’t even get close to resolution until I filed a complaint with BBB. Everything people are saying about it is true, but some businesses still care about it.” 

Of course, whether complaining on the BBB website will resolve your issue will depend on the company in question – and how much it cares about its online reputation. According to Investopedia, the BBB doesn’t have the authority to punish companies beyond publicly shaming them.

So, Should You Use the BBB?

Probably, but don’t rely on it as a consumer. 

Clark.com has good advice:

“As far as checking out a company on BBB, just because they have an OK rating, it doesn’t mean that they’re safe. A good rating does not clear a company but a bad rating is really troublesome because their bar is really low.”

Basically, a company that has an “A” rating doesn’t mean it’s great – it just means it’s good at complaint resolution. 

However, it might be worth taking notice if a company has a very poor rating on the BBB website. 

Also, the BBB is fantastic at seeing how a company reacts to complaints. 

Plus, if you can’t resolve your issue with a company directly, complaining on the BBB website can sometimes do the trick. 

Our tip: Use BBB, but also use other sites like Reddit for customers’ experiences. 

How to Use the BBB Safely

• Look beyond the rating. Besides the rating, also look at the number of complaints, the commonalities between complaints (e.g., billing issues, late delivery, etc.), and how the business responds to complaints. 
• Watch out for red flags. These include a large number of unresolved complaints and reviews that sound fake. 
• Use BBB as just one tool. Don’t make a decision about a business just based on its BBB profile and rating. Look at other review sites, including Google Reviews, and see if you can find people’s experiences with a company on internet forums like Reddit or Facebook groups. Take a look at the company’s social media presence too. For example, do they respond to people’s comments?
• Follow best practices when filing a complaint. Be factual and calm, and don’t include any personal details in your complaint, as it is visible to anyone who visits the company’s BBB profile.