Q. I see businesses advertise and promote the BBB accreditation and grade ratings, what does accreditation represent?
A. Until a few years ago, we used to call businesses that join the BBB “members,” but research indicated that consumers equate membership with writing a check for dues. We decline and do not accept applications from many companies each year who are anxious to pay us dues, but who do not meet BBB standards.
Companies that are invited to join the BBB commit in writing to the BBB Code of Business Practices. These business practices are fundamental to conducting business in an ethical manner. We replaced “member” with the term “BBB Accredited Business” to more clearly convey the commitment made by businesses that join the BBB. The Code of Business Practices is:
1. Build Trust – Establish and maintain a positive track record in the marketplace.
2. Advertise honestly – Adhere to established standards of advertising and selling.
3. Tell the Truth – Honestly represent products and services, including clear and adequate disclosures of all material terms.
4. Be Transparent – Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.
5. Honor Promises – Abide by all written agreements and verbal representations.
6. Be Responsive – Address marketplace disputes quickly, professionally, and in good faith.
7. Safeguard Privacy – Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of customers.
8. Embody Integrity – Approach all business dealings, marketplace transactions and commitments with integrity.
Committing to our standards is not simply paperwork. BBB conducts a vetting process to confirm required business license and certification requirements for the type of business being conducted. Longevity and time in business along with history of dispute resolution is reviewed along with other requirements.
BBB also maintains Business Review reports on companies that are not BBB Accredited. Most are excellent companies that have simply chosen not to be accredited by the BBB. Also, some are businesses with whom you do not want to do business. Therefore, to help determine if a company is trustworthy, view our Business Review report and all of the information it provides, including the grade.
The grade ratings range from A+ to F and represents BBB degree of confidence that a business operates in a trustworthy manner. The grade is based on sixteen factors that include the company’s time in business, complaint record and detailed data information on the company. This is the data we report to consumer inquiries who are seeking information before making purchasing decisions.
The mission of the Better Business Bureau is to promote and be the leader in advancing trust in the marketplace. Most businesses operate in a trustworthy manner. Unfortunately, there always exist some level of fraud and scams in the marketplace. BBB vision is to create a marketplace where buyers and sellers trust each other.
Accredited Businesses support the BBB because they know that the people who come to us for advice or help include their employees, customers, family members and friends. BBB services and support of the community is free. There is no government funding. The BBB is funded by trustworthy accredited businesses that meet and operate by the Code of Business Practices.
Jim Winsett is president of the Better Business Bureau in Chattanooga.