Q: Please explain Better Business Bureau investigations?
A. Technically the definition of “Investigation” is 1) the act or process of investigating. 2) A detailed inquiry or systematic examination.
As BBB strives to meet its mission of being the leader in advancing trust in the marketplace; investigations of questionable local businesses is an integral part of its operations. This applies to all businesses in the eleven counties in Southeast Tennessee and 10 counties in Northwest Georgia we serve. Across North America, each BBB monitors its own service area and investigates businesses that appear to not be operating honestly and ethically in an effort to better protect businesses and consumers.
BBB does investigations because it is in the best interest of businesses and consumers. Information gathered during the course of investigations often helps clarify the nature of businesses and its dealings with consumers. The information valuable for a number of reasons: It helps the Better Business Bureau to create robust, complete BBB Business Reviews that are available free of charge. Investigations help warn consumers and businesses before they become victims of fraud. Alerting and advising consumers to schemes and scams helps protect other legitimate businesses in the marketplace.
In some cases, BBB is a silent partner with law enforcement agencies on investigations in an effort to shut down scams and fraud. The partnership helps alert the community through media coverage.
Usually there are red flag indicators where BBB may know or question when an investigation is necessary on a local business. One of the most common is an increased number of phone inquiries from consumers about the nature of the business. BBB may receive a high number and notice a pattern of complaints in a short period of time. Additionally, several customers reporting questionable or unethical business practices within the business can lead to an investigation.
BBB also receives business inquiries from state and federal agencies. These agencies may be local law enforcement to State Consumer Affairs and Attorney General Office. Better Business Bureau values the work and time put into local investigations for several reasons. First of all, the information gathered is generally important to the local community and marketplace. It allows BBB to report investigation results on BBB Business Reviews and share with local and state agencies as is necessary.
The information also positions BBB to develop consumer tips and media alerts that is shared with local media who informs the marketplace. Often the information is beneficial to law enforcement as they work to protect our communities from scams and schemes looking to take advantage of local consumers.
BBB invites consumers and businesses to report activity that they suspect is fraudulent. Together we work to create a safe and prosperous marketplace. Start with Trust.
Jim Winsett is president of the Better Business Bureau in Chattanooga.