Research Compilation of information regarding the Better Business Bureau

What is the Better Business Bureau? What service does it provide consumers in the marketplace? What service does it provide for businesses? Many kinds of businesses and charities are listed on BBB.org. which may be used as a search engine for businesses by entering the business or charity name, keywords, phone number, website address or email address in the search bar on the Better Business Bureau's website. Consumers may also wish to enter a review about a business transaction with a business which is listed on the platform, but reserves the right to reject complaints that use abusive or foul language. Lastly, the Better Business Bureau assists consumers who wish to resolve a business dispute whether the company is a small local firm or large national corporation. For over 100 years the Better Business Bureau has grown to become a recognized leader in the design, development, and implementation of dispute resolution programs. Businesses which choose to seek accreditation may become a Better Business Bureau accredited business by agreeing to the Better Business Bureau code of conduct with a commitment to honor the mission and vision of the Better Business Bureau in their business activities.

The Better Business Bureau Mission: BBB’s mission is to be the leader in advancing marketplace trust. We do this by:

Setting standards for marketplace trust
Encouraging and supporting best practices by engaging with and educating consumers and businesses
Celebrating marketplace role models
Calling out and addressing substandard marketplace behavior
Creating a community of trustworthy businesses and charities

If a business has been accredited by the BBB, it means BBB has determined that the business meets accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Code of Business Practices represents standards for business accreditation by BBB. Businesses based in the United States and Canada that meet these standards and complete all application procedures will be accredited by BBB. Tthe BBB Standards for Trust, eight principles that summarize important elements of creating and maintaining trust in business, represents the standards for business accreditation by the Better Business Bureau in the United States and Canada. Sound advertising, selling, and customer service practices that enhance customer trust and confidence in business, leads ethical businesses to seek accreditation and these organizations must affirm that they will meet and will abide by the following standards:

1. Build Trust

Establish and maintain a positive track record in the marketplace.

1. Advertise Honestly

Adhere to established standards of advertising and selling.

An accredited business or organization agrees to:

Follow federal, state/provincial and local advertising laws.
Abide by the BBB Code of Advertising. Supply, upon request, substantiation for advertising and selling claims. Correct advertising and selling practices, when recommended by BBB.
Adhere to applicable BBB industry codes of advertising.
Cooperate with BBB self-regulatory programs for the resolution of advertising disputes.
Use the BBB name and logos in accordance with BBB policy.
Avoid misleading customers by creating the false impression of sponsorship, endorsement, popularity, trustworthiness, product quality or business size through the misuse of logos, trustmarks, pictures, testimonials, or other means.

1. Tell the Truth

Honestly represent products and services, including clear and adequate disclosures of all material terms.

An accredited business or organization agrees to:

Make known all material facts in both written and verbal representations, remembering that misrepresentation may result not only from direct statements but by omitting or obscuring relevant facts.
Ensure that any written materials are readily available, clear, accurate and complete.

1. Be Transparent

Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.

An accredited business or organization agrees to:

Upon request, provide BBB with all information required to evaluate compliance with BBB standards. This may include, but is not limited to business name, address and contact information; names and background of principals; business and banking references; licensing and/or professional accreditation; and a complete description of the nature of the business.

Clearly disclose to customers:
    direct and effective means to contact the business
    terms of any written contract
    any guarantees or warranties accompanying a product
    any restrictions or limitations imposed (e.g. limited supply,maximum number available per customer)
    the business’ return/refund policy
    any recurring commitment into which the customer may be entering, including information on how future billing will occur
    total cost of the transaction, including tax, shipping and handling, and other related charges

If selling products or providing services on Web sites or via other electronic means:
    provide any required product labeling information
    disclose the nature and terms of shipping, including any known delays or shortages of stock
    provide an opportunity to review and confirm the transaction before the sale is completed
    provide a receipt summarizing the transaction after the purchase

1. Honor Promises

Abide by all written agreements and verbal representations.

An accredited business or organization agrees to:

Fulfill contracts signed and agreements reached.
Honor representations by correcting mistakes as quickly as possible.

1. Be Responsive

Address marketplace disputes quickly, professionally, and in good faith.

An accredited business or organization agrees to:

Promptly respond to all complaints forwarded by BBB by:
    Resolving the complaint directly with the complainant and notifying BBB, or

    Providing BBB with a response that BBB determines:
        is professional,
        addresses all of the issues raised by the complainant,
        includes appropriate evidence and documents supporting the business’ position, and
        explains why any relief sought by the complainant cannot or should not be granted.
Make a good faith effort to resolve disputes, which includes mediation if requested by BBB. Other dispute resolution options, including arbitration, may be recommended by BBB when other efforts to resolve a dispute have failed. BBB may consider a business’ willingness to participate in recommended dispute resolution options in determining compliance with these standards.
Comply with any settlements, agreements or decisions reached as an outcome of a BBB dispute resolution process.
Cooperate with BBB in efforts to eliminate the underlying cause of patterns of customer complaints that are identified by BBB.

1. Safeguard Privacy

Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their information.

An accredited business or organization agrees to:

Respect Privacy

Businesses conducting e-commerce agree to disclose on their Web site the following:
    what information they collect;
    with whom it is shared;
    how it can be corrected;
    how it is secured;
    how policy changes will be communicated; and
    how to address concerns over misuse of personal data.

Secure Sensitive Data

Businesses that collect sensitive data online (credit card, bank account numbers, Social Security number, salary or other personal financial or health information) will ensure that it is transmitted via secure means. Businesses will make best efforts to comply with industry standards for the protection and proper disposal of all sensitive data, both online and offline.

Honor Customer Preferences

Businesses agree to respect customer preferences regarding contact by telephone, fax and e-mail, and agree to remedy the underlying cause of any failure to do so.

1. Embody Integrity

Approach all business dealings, marketplace transactions and commitments with integrity.

An accredited business or organization agrees to:

Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise adversely affect the public image of BBB or its accredited businesses.

BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics and intent. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner. BBB ensures that high standards for trust are set and maintained. They exist so consumers and businesses alike have an unbiased source to guide them on matters of trust. They provide educational information and expert advice that is free of charge and easily accessible. BBB Accreditation is an honor – and not every business is eligible. Businesses that meet our high standards are invited to join BBB. Businesses deemed to meet Accreditation Standards are presented to the BBB's Board (or designees) for review and acceptance as a BBB Accredited Business. All BBB accredited businesses have agreed to live up to our Standards for Trust, a comprehensive set of best practices for how businesses should treat the public in a fair and honest manner. BBB does not compare businesses against each other but rather evaluates businesses against our standards – and our standards clearly speak to the character and competence of an organization. BBB is the resource to turn to for objective, unbiased information on businesses. Our network of BBBs allows us to monitor and take action on thousands of business issues affecting consumers at any given time. BBB is your key adviser, most reliable evaluator and most objective expert on the topic of trust in the marketplace.

Partner Code of Conduct

1. Start With Trust

Better Business Bureau Accredited Businesses commit to comply with the Business Partner Code and monitor their compliance through their own administrative processes.

1. Maintain Legal and Regulatory Compliance

Better Business Bureau Accredited Businesses conduct business activities in full compliance with applicable laws and regulations in all jurisdictions and countries in which they conduct business or benefit from activities which constitute an illegal or corrupt practice, either directly or indirectly, as an inducement or reward for entering into a contract or in connection with the provision of any goods or services.

1. Advertise Honestly

3.1 Solicitations should comply in all respects with BBB policies related to accreditation, the BBB Code of Advertising, and all laws, regulations and guides relating to advertising, solicitations, sponsorships and disclosure of nondeductibility of contributions.

3.2 Business Partners may use BBB trademarks only as specifically permitted by BBB policies or by the Council of Better Business Bureaus in writing.

3.3 BBB does not endorse specific products or services. Business Partners should not publicize their business relationships with BBB without specific permission from BBB in writing, and then only in the manner, context and language approved by BBB.

1. Safeguard Data and Privacy

4.1 Better Business Bureau Accredited Businesses should ensure the security and confidentiality, should have policies and procedures in place to prevent disclosure of Confidential Information to unauthorized parties, and should maintain physical, technical and procedural safeguards in compliance with applicable laws, technology and information security requirements applicable.

4.2 Better Business Bureau Accredited Businesses who interact with visitors to their own websites should disclose in a Privacy Statement/Policy or elsewhere on their websites the following: what information they collect, with whom it is shared, how it can be corrected, how it is secured, how policy changes will be communicated, and how to address concerns over misuse of personal data.

4.3 Better Business Bureau Accredited Businesses who collect identifying information of businesses or individuals should respect contact preferences regarding contact by telephone, fax and e-mail, and openly communicate changes in preferences or collection policies.

4.4 Better Business Bureau Accredited Businesses who handle payment card information will certify annually their compliance with the Payment Card Industry Data Security Standard (PCI DSS).

4.5 Better Business Bureau Accredited Businesses who maintain email systems will adopt Domain- based Message Authentication, Reporting & Conformance (DMARC) specifications.

4.6 Better Business Bureau Accredited Businesses whose product or service collects information about or track visitors will certify that their product or service supports BBB’s compliance with the Digital Alliance Self-Regulatory Principles, including the Self- Regulatory Principles for Online Behavioral Advertising (OBA Principles), the Multisite Data Principles (MSD Principles) and the Mobile Guidance (MG). Better Business Bureau Accredited Businesses that subcontract or otherwise engage other companies to fulfill obligations under contract should ensure that such companies’ products or services are also compliant with the Better Business Bureau Code of Conduct and principles at http://www.aboutads.info/principles/.

1. Embody Integrity

5.1 Better Business Bureau Accredited Businesses should demonstrate commitment to ethical practices in their business conduct and performance of services and production of products.

5.2 Better Business Bureau Accredited Businesses should share BBB’s commitment to maintaining a work place where people are treated with dignity and respect. Better Business Bureau Accredited Businesses should follow all applicable wage, benefit, child labor, workplace safety, discrimination and labor laws. While we recognize and respect cultural differences, Better Business Bureau Accredited Businesses will not engage in discrimination based on age, race, color, religion, sex, gender identity, pregnancy, national origin, citizenship status, disability, sexual orientation, marital status, domestic partner status or veteran status.

5.3 BBB depends on the trust and confidence of businesses, charities, consumers and donors. It is important that we avoid activities that create actual or perceived conflicts of interest.

1. Report Violations of the Code

Better Business Bureau Accredited Businesses should report a possible violation of the Code that directly affects the BBB. Business Partners are encouraged to work with their primary contact at BBB (or his or her supervisor) to resolve the situation. If this is not possible or appropriate, reports may be made to an officer of the contracting BBB entity or the Council of Better Business Bureau's General Counsel.

The Better Business Bureau advances marketplace trust, setting high ethical standards for business conduct, & expects that Business Partners conduct their business in compliance with the BBB Business Partner Code of Conduct to ensure that BBB Business Partners share a commitment to an ethical marketplace. The Council of Better Business Bureaus (CBBB) is the network hub for the Better Business Bureau branches in the US, Canada and Mexico fostering honest and responsive relationships between businesses and consumers -- instilling consumer confidence and advancing a trustworthy marketplace for all.

The Better Business Bureau ratings represent the BBB's opinion of how the business is likely to interact with a potential customer based on information they are able to obtain about the business, including complaints received from the public, information provided directly from businesses, and from public data sources. The Better Business Bureau then assigns a rating from A+ (highest) to F (lowest). In some cases, BBB will not rate the business (indicated by an NR, or "No Rating”) for reasons that include insufficient information about a business or ongoing review/update of the business’s file. The Better Business Bureau recommends that consumers consider a business’s BBB rating in addition to all other available information about the business before frequenting an association.

RATING ELEMENTS

BBB ratings are based on information in BBB files with respect to the following factors:

Business’s complaint history with BBB.

The BBB rating takes into account the following information with respect to closed complaints that relate to a business’s marketplace activities:

    Number of complaints filed with BBB against the business.
    The size of the business.
    If complaints have been filed, whether in BBB's opinion the business appropriately responded to them.
    If complaints have been filed, whether in BBB’s opinion the business resolved the complaints in a timely manner to the customer's satisfaction.
    If complaints have been filed, whether in BBB's opinion the business made a good faith effort to resolve complaints, even if the customer was not satisfied with the resolution.
    If complaints have been filed, whether in BBB's opinion the business failed to resolve the underlying cause(s) of a pattern of complaints.
    The age of resolved complaints. Older resolved complaints have less of an impact on the rating than newer complaints.

BBB analysis of a business’s complaint history generally takes into account the business’s size if BBB has reliable information to establish its size. If BBB cannot reliably determine business size, it will consider the business to fall within BBB's smallest size category.

Type of business.

A business's BBB rating is lowered if, in BBB's opinion, the business is a type of business that raises marketplace concerns or is believed to operate in violation of the law.

Time in business.

A business’s BBB rating is based, in part, on the length of time the business has been operating. If BBB is unable to obtain, from the business or from other sources, information about time in business that BBB deems reliable, BBB will consider business to have started at the time BBB opened its file on the business.

Transparent Business Practices

A business’s BBB rating is lowered if BBB determines that the business is not being transparent about its marketplace conduct. This includes situations where:

    A business does not provide complete information about products and services offered, and/or ownership.
    A business uses false addresses or an address cannot be determined.

Failure to honor commitments to BBB.

A business’s BBB rating is lowered if a business does not honor its commitments to BBB, including commitments to abide by a mediation settlement or an arbitration award.

Licensing and government actions known to BBB.

A business’s BBB rating is lowered when BBB has knowledge of the following:

    Failure of the business to have required competency licensing (i.e., licensing that requires a competency assessment or can be taken away based on misconduct by business).
    Finalized government actions against the business that relate to its marketplace activities and, in BBB's opinion, raise questions about the business’s ethics or its reliability in providing products/services.  Government actions may be rated as major, moderate or minor, and the rating deduction varies accordingly. However, older government actions have less of an impact than newer government actions of the same type.

BBB routinely checks required competency licensing and government actions before a business is accredited by BBB. BBB does not routinely check required competency licensing and government actions for businesses that do not seek BBB accreditation, although in some cases BBB learns of these matters through its marketplace research.

Advertising issues known to BBB.

A business’s BBB rating is lowered when the business does not, in BBB's opinion, appropriately respond to BBB advertising challenges that relate to:

    Misuse of the BBB name or BBB marks; or
    Questions about the truthfulness, accuracy or substantiation of advertising claims or compliance with the BBB Code of Advertising. Advertising issues may be rated as major, moderate or minor, and the rating deduction varies accordingly.

BBB advertising challenges are made at BBB's discretion when it receives complaints from consumers or competitors about advertising or when BBB identifies questionable advertising through its monitoring of local media.

RATING POINTS

This chart shows the maximum number of points that can be earned or deducted in each element of the BBB rating system. A business’s total score is on a 100 point scale. Please note there are some categories in which businesses can only lose points, and for those categories a "0” is indicated as the maximum number of points that can be awarded.

Element

Range of points that can be earned or deducted (maximum to minimum)

1. Complaint Volume (Weighted by Complaint Age) 15 to 0

2. Unanswered Complaints 40 to 0

3. Unresolved Complaints 30 to 0

4. Complaint Resolution Delayed 5 or 0

5. Failure to Address Complaint Pattern 0 to -31

6. Type of Business 0 to -41

7. Time in Business 10 to 0

8. Transparent Business Practices 0 or -5

9. Failure to Honor Mediation/Arbitration 0 to -41

10. Competency Licensing 0 or -41

11. Government Action (per action) 0 to -25

12. Advertising Review (per incident) 0 to -41

13. BBB Trademark Infringement 0 or -41

Better Business Bureau Partner Code of Conduct Reference Link: https://www.bbb.org/en/us/partner-code-of-conduct

Better Business Bureau Code of Business Practices: https://www.bbb.org/en/us/code-of-business-practices

Better Business Bureau Mission & Vision Reference Link: https://www.bbb.org/norfolk/get-to-know-us/vision-mission-and-values

Overview of the Better Business Bureau Rating System: https://www.bbb.org/council/overview-of-bbb-grade/