The BBB Complaint Process
You submit the complaint
The complaint goes to the BBB chapter in the company's operating region. You'll receive a confirmation email with a case number. Keep this — you'll need it to track the complaint's status.
BBB forwards to the company (within ~2 days)
The BBB notifies the company of the complaint and gives them 14 days to respond. Accredited businesses are required to respond; non-accredited businesses have no obligation but typically respond anyway because the complaint is a public record.
Company responds (within 14 days)
The company has two options: accept your resolution request, propose a counter-resolution, or dispute the complaint entirely. All responses become part of the complaint record, which is public.
You review the response
You receive the company's response and have the opportunity to accept, reject, or reply. If the response addresses your request, you can close the complaint as resolved. If it doesn't, you can reply with your counter-position.
BBB determines case status
The BBB closes the complaint as resolved, resolved with a rebuttal, or unresolved. All three statuses appear on the company's public BBB profile. An unresolved complaint is a visible record that the company did not address the complaint to the customer's satisfaction.
Why BBB Complaints Work
Companies care about their BBB profile because it affects their accreditation status, their rating, and — for consumer-facing businesses — their reputation with potential customers and partners. Every unresolved complaint is a visible signal on their profile.
Companies also know that a BBB complaint signals a contractor who understands the escalation process. If an informal dispute and a demand letter both went unanswered, a BBB complaint signals that the next step is arbitration or a state agency filing. That changes the cost-benefit calculation.
What to Do If the Company Ignores the BBB
If the company doesn't respond to the BBB within 14 days, or responds with a position that doesn't address your complaint, you have two remaining options in most cases: arbitration (if your contract has an arbitration clause) or a state agency complaint.
In either case, your BBB complaint record — including the company's non-response — becomes supporting evidence in your next filing. Document everything, and keep a copy of the full complaint record.
File it right
BBB Complaint Builder — included in Dispute System
The BBB Complaint Builder guides you through what to include, how to describe the dispute, and what resolution to request — before you file.