Consumer Tips

BBB Complaint Procedure

The Better Business Bureau is a non-profit organization whose mission is to foster an ethical marketplace and to educate and encourage consumers to use ethical businesses.

The Bureau is not an enforcement agency nor can it punish anyone. The Bureau's role in dispute resolution is that of a third party neutral. BBB's job is to help both parties to communicate so that a solution to the problem can be found.

HOW TO OBTAIN A COMPLAINT FORM:

Send a self-addressed, stamped envelope to the Better Business Bureau office nearest you. You can also complete the complaint form on our website at www.bbbvan.org. If you would like a complaint form faxed to you, please fax us at (604)681-1544 or email us at inquiries@bbbvan.org.

WHEN YOU SEND A COMPLAINT IN TO THE BBB WHAT CAN YOU EXPECT?

In order for the Bureau to proceed with a complaint you must have already attempted to resolve the problem with the company. Please be advised that the BBB will not become involved if there is any legal action in progress.

Upon receipt of your Customer Experience Form, the BBB forwards a copy to the company concerned. We allow twenty days for a response; five days for mail service to deliver, ten days for the company to respond and another 5 days for us to receive a mailed written response. Please allow 5-6 weeks for a written response from the Better Business Bureau.

Occasionally the company will call the Bureau to request that verbal communication begin in an effort to resolve the complaint as quickly as possible. The Bureau may request that certain written statements and/or documentation be forwarded from either the customer or the company.

When a written response is received from the company the BBB will either contact the customer or mail the company response to the customer. This simple conciliation process is often enough to resolve the dispute. If not, the BBB may recommend Mediation or Arbitration. Both parties must agree to proceed with this alternative dispute resolution service.