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Local Business Search

BBB: Perform your due diligence: address issues

Thursday, September 5, 2013 - 7:20 am

This is a consumer advice column written by the Better Business Bureau of Northern Indiana. It appears Thursdays in Business.

The Better Business Bureau Dispute Resolution team does an outstanding job of handling complaint issues. They assist in mediating so both sides can come to an amicable resolution. The first thing consumers are told is to address the complaint to the business before filing a complaint with BBB. Listed are courses of action consumers should take:

•Think it out before your write your complaint/concern.

•Make no racial comments.

•Do not misrepresent the truth.

•Do not threaten the business owner, in general or via a lawsuit.

•Don't return used goods under the pretense that they are damaged if they are not.

•Don't make unreasonable demands.

•Respect the business' right to limit services and products.

•When filing a complaint, do not use derogatory language or profanity in the complaint. No pornography or vulgar contents. It is disrespectful to the BBB staff. We will not process complaints if they are abrasive.

•If you call in to BBB, do not yell, scream or swear at our staff. They are trying to help you, not hurt you. They have been given the authority to hang up should callers use abusive language.

•Don't “make up” a complaint to get something for nothing. This happens and it is unethical and wrong. Habitual complainants are on BBB's radar nationally.

•There are two sides to a story. The BBB remains neutral to the consumer and the business and assists both parties in reaching a positive outcome.

•It takes a few days to complete the complaint process. Be patient.

Marjorie Stephens is the communications director for the Better Business Bureau of Northern Indiana. Before you make a purchase, go to the BBB website at www.neindiana.bbb.org or call 423-4433 or toll-free 1-800-552-4631 to check out a business.