Better Business Bureau question?

Question

I researched a business on the Better Business Bureau website, and they had an F rating. The reason it was an F (according to the website) was because two complaints had been brought to the business without any response or follow-up from them. So...I called the business and asked them to explain their F rating. Their explanation was that they are not registered with the Better Business Bureau, therefore do not respond to them. Does that make sense? Is that how it works?

Answer 1

Registration with BBB is voluntary and it's free.  For some reason, the company has chosen not to register.  (The BBB asks companies to register when they've been the subject of a complaint.)

Having said this, registration does not relate to the handling of complaints.  BBBs process complaints against all companies, whether accredited or not, and whether simply registered or not.  A company that is not "registered" with the BBB still has the opportunity to respond to a complaint.  The BBB sends several notices to the company asking for a response to the complaint.

In this case, if the company simply failed to respond to the complaints, it was by its choice.  The fact of its failure to respond reflects negatively on its report, thus the "F" rating.

Bottom line - the company still could have responded to the complaints.