BBB Resolution Services

Sometimes disputes are not easy to resolve.
BBB is here as a neutral third-party resource, and is available to assist!
 
It is inevitable that both businesses and consumers will occasionally have a disagreement regarding a marketplace interaction. BBB can help the parties navigate the conciliation process, and promote communications between both parties.

Conciliation process

In conciliation, BBB staff help both parties communicate so they can resolve their dispute informally. BBB staff will provide the dispute to the business and communicate offers made by either party to resolve the problem.  Conciliation frequently settles the matter simply and quickly.
 
Dispute submissions which fall within BBB purview are forwarded to the business within two business days.  Click here to review our guidelines on appropriate complaints customers may file.  The business will be asked to respond within 10 calendar days, and if a response is not received, a second request will be made providing an additional 10 calendar days.  If a response is still not received by BBB, the business is called and given an additional 7days  to submit their response. 
 
Consumers are notified of the business’s response within 24 hours of BBB receiving it (or notified if BBB did not receive a response upon dispute closure).  Disputes are usually closed within 30 days of the initial dispute filing

Alternative Dispute Resolution Services

In the event both parties are unable to reach a resolution through our conciliation process, BBB may assist you either through mediation or arbitration services

Mediation  and Arbitration
 

BBB may offer mediation or arbitration to assist in resolving disputes. Mediation is done by BBB staff with both parties, either in person or via phone. Prior to the BBB mediation session, BBB will provide both parties with an outline of the dispute and the solutions being sought by both parties. Both parties understand that mediation is a negotiation session, whereby both parties work to reach a settlement agreeable to both parties with the assistance of the BBB mediator

In arbitration, both parties state their views at an arbitration hearing, offer evidence, and let an impartial third party from the BBB’s pool of certified arbitrators make the decision that will end the dispute.  The arbitrator is trained to listen to both sides and weigh the evidence presented at the hearing.  The arbitrator will then render a decision after the hearing is over, which is legally binding to both parties.  BBB arbitration is a fast, inexpensive way to obtain a final resolution to a problem without having to go to the expense of a court proceeding. Watch our video below for more information!