Frequently Asked Questions

Q. What does the Better Business Bureau do?

Collects and reports information about businesses and charities to help callers make informed decisions. Answers inquiries about business' reliability and gives general consumer information. Receives, conciliates and attempts to resolve written consumer/business complaints and reports the results. Educates business and consumers through news releases, TV and radio interviews, presentations to groups and guest speaking, and tradeshow attendance. Works with other agencies, associations, police, and all levels of government to maintain an ethical marketplace.

Q. What doesn't the Better Business Bureau do?

The BBB does not:

endorse or recommend any product, service or company.
give legal advice or provide legal services.
pass judgment on prices, fees or product quality unless misrepresentation is indicated.
act as a collection agency.
collect or report personal credit information.
accept complaints already processed by another agency.
participate in joint complaint resolution.
assist with employee / employer disputes.
accept verbal complaints for action.
create laws.

Q. Why should I use BBB member companies?

they have met BBB Membership Standards.
they support business self-regulation efforts, resolve legitimate customer complaints, adhere to sound advertising guidelines, and abide by the BBB Code of Ethics.
when you do decide to do business with one of our members, please let them know that their membership in the Bureau was a factor in your purchasing decision. They will be pleased that their customers have as much interest in an ethical marketplace as they do.
member companies have voluntarily undertaken to listen to the concerns of their customers and, collectively, to combat unethical practices in the marketplace.
members have a Better Business Bureau decal on their door and a certificate listing their (BBB) Code of Ethics. Before you buy in this complex world, we urge you to check out company reports at the BBB to develop a basis of comparison between companies.

Q. If a member 'goes wrong' what happens?

The member will be immediately reported to the Membership Review Committee of the Board of Directors who review the facts and can suspend, expel or impose terms on the firm's membership. An expulsion becomes reportable to future inquiries.

Q. Can any business be a member?

Only businesses with good records of performance, no outstanding complaints, and properly licensed, will be approved for membership by the Board of Directors who rule on every applicant.

Q. How do I recommend a business for membership?

You can recommend a business for membership by contacting us by mail or email. Click here.

Q. Where do I find company reports?

The Better Business Bureau offers a 24 hour automated company reporting system (604-682-2711) or click on Company Reports to access information about a company before you buy.

Q. Doesn't the BBB report only on its members?

No. BBBs issue reports on members and non-members alike. BBBs, which as a matter of policy do not endorse or recommend any company, product or service, apply the same standards to reporting on companies, regardless of their BBB membership.

Q. If all your funding comes from business, how can you be fair to the consumer?

The BBB's value to the business community is based on its neutrality. The purpose of the BBB system is not to act as an advocate for businesses or consumers, but to act as a mutually trusted intermediary to resolve disputes, to facilitate communication, and to provide information on ethical business practices. Businesses have supported the BBB for over 80 years because an ethical marketplace is in everyone's best interest.

Q. How can a Bureau be unbiased when it gets a complaint about a member?

The BBB's integrity is on the line every time we review and process a complaint. If a Bureau were to favour members over non-members in a complaint, such action would destroy our most valuable asset - the public trust that we have held for over 80 years. Our members support us because they know we will act as a neutral third party, giving them an opportunity to learn of and respond to customer problems.

Q. The BBB is allowing a customer to file what I feel is an unfair complaint about my business. I'm a member of the BBB; aren't you supposed to be on my side?

No. While the BBB is supported by the dues paid by member firms, it remains impartial and does not take sides in disputes between customers and businesses, whether members or not.

When a BBB receives a complaint, we present the complaint to the business and request its assistance in working out the problem with the unhappy customer. Most companies are grateful for the opportunity to resolve problems with their customers since it often means their patronage will be preserved.

BBB members agree to respond to consumer complaints presented by the BBB or risk losing their membership if they do not. Most other companies, regardless of whether they are BBB members, also cooperate with the BBB.

However, some companies do not want to work with the Bureau or their customers to resolve complaints. Because the BBB is not a government or law enforcement agency, the Bureau cannot force a reply from a company; nor can it administer sanctions. However, a company's unwillingness to respond to the BBB or a customer will be noted in the company's reliability report the BBB provides to the public. The customer is free to pursue other alternatives such as legal action.

Q. What good is the BBB if it can't help me resolve my problem?

BBB can help solve consumer/business problems. As a private non-profit organization, however, it cannot force a solution on parties to a dispute. This BBB does offer arbitration to help resolve consumer disputes, which can save both businesses and consumers the time and expense of going to court.

But Better Business Bureaus do a lot more than help settle disputes. Through the support of their local business membership, BBBs work for an ethical marketplace by maintaining standards for truthful advertising, as well as, investigating and exposing fraud against consumers before they purchase products and services.

Q. Why can't the Bureau close down a business?

This is a legal matter - Civil or maybe Criminal - that is attended to by enforcement authorities. The Bureau is not such an authority.

Q. Why can't the BBB stop rip-offs and scams?

Many times, the Bureau does. Although the BBB system does not have legal and policing powers, Bureaus provide information about marketplace fraud through scam reports to the public, media releases and alerts.

Bureaus work closely with local, provincial and federal law enforcement agencies, providing them with valuable information on potentially fraudulent activities. Many times BBBs are the first organization to know about a developing scam and they alert authorities and the public. When a scam develops in one part of the country, the news travels quickly to the 180 BBB offices in the U.S. and Canada who in turn alert the public in their communities.

The public can help to stop rip-offs and scams by checking with the BBB before they do business with an unknown company and by notifying their Bureau of a potential scam. If it sounds too good to be true, it probably is.

Q. Does the BBB offer any tips to consumers?

You may find many useful consumer tips here.

Q. How do I contact the Better Business Bureau?

You may find contact information here.

We are pleased to help answer questions or to receive any feedback you'd like to share with the BBB.