CHICAGO, IL - July 31, 2013 - On July 31st the Better Business Bureau serving Chicago and Northern Illinois (BBB) will begin offering complaint detail in our free Business Reviews. Previously, complaints were classified into twelve categories and only the type of each complaint was reported along with limited information on how that complaint was closed. Beginning July 31st, the actual text from consumer complaints will be included, as well as the initial business response, and any subsequent business/consumer correspondence in reportable complaints.
"The response from our Accredited Business who have already been notified of this change has been very encouraging and supportive" said Steve J. Bernas, president and CEO of the BBB "One of our Accredited Businesses sees the publishing of complaint detail as an outstanding tool for consumers, because it assists them in making informed decisions before spending their hard earned cash".
Bernas added "I feel it also enhances the transparency and openness of our complaint handling process".
After months of study, the BBB is making this change in response to feedback solicited from consumers. Research showed consumers were looking for more detailed information on the types of complaints companies receive and how those complaints were ultimately resolved. This change also gives companies more of a voice in the complaint process, allowing them an opportunity to demonstrate how important customer service is to them and show how they respond to customer issues.
Because complaint detail will now be viewed by others, all personally identifiable information including names, phone numbers, names of competitor businesses and order, invoice or contract numbers will be redacted. The information on complaints the BBB will provide boils down to the actual complaint from the consumers and the corresponding responses from the company.
As a private, non-profit organization, the purpose of the Better Business Bureau is to promote an ethical marketplace. BBBs help resolve buyer/seller complaints by means of conciliation, mediation and arbitration. BBBs also review advertising claims, online business practices and charitable organizations. BBBs develop and issue reports on businesses and nonprofit organizations and encourage people to check out a company or charity before making a purchase or donation.