The Better Business Bureau (BBB) is a nonprofit organization that mediates disputes between consumers and businesses. Filing a BBB complaint is free and can be effective because businesses care about their BBB rating and public profile.
17 steps across 2 sections
1. Steps Process
- Attempt resolution with the business first — Contact the business directly to resolve your issue. Document your attempts with dates, names, and what was discussed. The BBB expects you to have tried...
- Search for the business on BBB.org — Go to bbb.org and search for the business by name, phone number, website URL, or email. Click on the correct business profile.
- Click "File a Complaint" — On the business profile page, click the complaint link. You will need to create a BBB account or log in.
- Provide your information — Enter your full name, postal address or email with postal code, and contact information.
- Describe the complaint — Write a clear, factual description of the issue. Include: what you purchased, when, how much you paid, what went wrong, and what you want (refund, repair, replacement, apol...
- State your desired resolution — Be specific about what would resolve the issue (full refund, partial refund, exchange, service completion, etc.).
- Submit supporting documentation — Upload receipts, contracts, photos, correspondence, and any other evidence supporting your claim.
- BBB contacts the business — BBB sends your complaint to the business within 2 business days. The business has 14 calendar days to respond.
- Review the response — You will receive the business's response. You can accept, reject, or provide additional information.
- BBB closes the complaint — Complaints are generally closed within 30 days. The complaint and outcome become part of the business's public BBB profile.
2. Key Details
- BBB complaints are free for consumers and businesses
- Complaints are publicly visible on the business's BBB profile
- BBB handles marketplace transaction complaints (refunds, repairs, replacements, service issues)
- BBB does not handle: employee/employer disputes, discrimination claims, matters already in litigation, or complaints against government agencies
- BBB accreditation is voluntary — businesses pay for accreditation but any business can have complaints filed against them
- BBB ratings (A+ to F) are affected by complaint history and response patterns
- If the business does not respond, that non-response is noted on their profile
Common Mistakes
- Not being specific about the desired resolution
- Writing emotional complaints instead of factual ones
- Filing about issues the BBB does not handle (see above)
- Not including supporting documentation
- Expecting the BBB to have legal enforcement power (they are a mediator, not a...
Pro Tips
- BBB complaints are most effective against businesses that care about their re...
- The public visibility of complaints creates pressure for businesses to respond
- For serious issues, file with both the BBB and the appropriate government age...
- Check the business's BBB profile before purchasing — complaint patterns revea...
- BBB's "Scam Tracker" tool (bbb.org/scamtracker) lets you report and research ...