The BBB has made it fast and easy for people to file complaints. We take complaints involving all types of businesses - online, offline, BBB Accredited Businesses, or non-accredited businesses. We also accept complaints against charities and non-profit organizations. We primarily handle complaints relating to marketplace transactions, including advertising claims.
The BBB does not handle complaints already being dealt with in court or through another agency, nor does it handle complaints regarding employment situations, nor can it act as a collection agency.
Before you file a complaint, be sure you have made an effort to settle your complaint directly with the company by contacting the owner, manager or someone in authority with the company.
- Please make sure your complaint is brief but complete and factual.
- A copy of the complaint will be sent to the company for their response.
The BBB will attempt to help the consumer and the business reach a satisfactory settlement; however, the BBB cannot force an adjustment. If a satisfactory settlement cannot be reached, the BBB does offer Mediation Services.
The Better Business Bureau (BBB) is a non-profit organization whose mission is to promote, develop and encourage an ethical marketplace.
The BBB is not an enforcement agency nor can it "punish" anyone. The BBB's role in dispute resolution is that of a third party neutral. Our job is to help both parties communicate so that a solution to the problem can be found.
IF YOU HAVE NOT ALREADY COMPLAINED TO THE MANAGEMENT OF THE BUSINESS, PLEASE DO SO BEFORE FILING THIS COMPLAINT
The BBB will try to assist you with complaints dealing with...
- unsatisfactory installation/service
- written or verbal misrepresentation of goods leading to a purchase
- misleading advertising
- unfulfilled written contracts
- ineffective guarantees or warranties
- defective merchandise
- non-delivery of merchandise
The BBB cannot assist you with...
- buyer's remorse and persuading merchants to change refund or exchange policies
- disputes already filed with small claims court
- employer/employee disputes
- residential tenancy disputes
- collections of unpaid bills or the reporting of credit information
- complaints solely based on dissatisfaction with pricing
- complaints about malpractice or competency of doctors, dentists, lawyers, and similar professionals
- complaints against private individuals
- complaints against government agencies
- complaints alleging criminal violations
- complaints alleging discrimination or violation of human rights
Dispute Resolution: 3 steps to resolving a complaint through the BBB Conciliation (Complaint): Upon receipt of a complaint form, the Better Business Bureau will forward a copy to the company concerned for its review and reply. The company is provided a deadline of 20 days to respond to the BBB. When a written response is received, the BBB forwards a copy to the complainant to determine if the complaint has been resolved or if further assistance is required. If the complainant is seeking more information or is dissatisfied with the company’s response, the company may be contacted for a further response. If the complaint cannot be resolved through this process, the BBB may propose mediation or arbitration to both parties as an alternative to resolve the complaint.
Mediation: Mediation is an informal process in which a qualified third party, the mediator, helps the parties to resolve their differences. The mediator offers guidance in order to facilitate a mutually acceptable resolution. This type of agreement works because the parties in dispute make the final resolution themselves. The cost* for this service is: BBB members and their consumers $75 + GST/party and non-members $100 + GST and expenses/ party.
Arbitration: Arbitration is an informal process where both parties must agree to an arbitrator making a legally, binding decision. The arbitrator will allow each party to present their respective sides and introduce relevant evidence. The procedure is fast, fair and an economical alternative to court. Both the process and outcome are confidential. The cost* for this service is as follows:
Amount disputed less than 25,000:
BBB Accredited Businesses and their consumers: $100 + GST/party + expenses
Non-BBB Accredited Businesses: $150 +GST/party + expenses.
Amount disputed greater than $25,000:
BBB Accredited Businesses and their consumers: $150 + GST/party + expenses
Non-BBB Accredited Businesses: $200 + GST/party + expenses
*Prices may be subject to change
