BBB Under Scrutiny

Link: http://www.bbbroundup.com

This has always been a story about arrogance. When people are allowed to be judge, jury, prosecutor and executioner without recourse, oversight or appeal, then the old saw, “absolute power corrupts absolutely” comes into play. There’s another truism that comes into play when arrogant people start acting above the law; sooner or later, the arrogant get caught and brought back down to earth.

We see a classic example of this in the C Street Family, a conservative, religious based commune for Republican Christians. In a classic case of not practicing what you preach C Street members: Senator John Ensign of Nevada; Governor Mark Sanford of South Carolina; and Chip Pickering, former Representative of Mississippi all got outed in the media for adultery. These are the same politicians who preached family values, the sanctity of marriage, and called for Bill Clinton’s impeachment on moral grounds. Funny how that shoe fits different when it’s on your foot…they now say that these are personal issues and should not be pilloried about in the media and public. Good luck with that one. Once again, hypocrisy rears its head with the moral right. (Personally, while I don’t think adultery is something to be proud about, nor do I condone it, I acknowledge that it happens, and it happens a lot. I believe a public figure is entitled to a private life, except when they are shown to be a hypocrite (i.e. they act in a do as I say, not as I do fashion) in which case they become fair game for the media.

For years the Better Business Bureau was able to cut corners, increase profits and lower their standards because they used a Satisfactory/Unsatisfactory grading system. After unveiling their new Letter Grading system in January, suddenly their past behavior caught up with them as a mind boggling number of ludicrous grades were revealed. Rather than admit to the fiasco, arrogance kicked in, sneakiness and stone-walling took center stage and so far nobody has called the BBB to task. For now, the Better Business Bureau is allowed to steal a company’s honor, harm their livelihood, libel to their heart’s content knowing there is no recourse, no repudiation possible, and that no jury will ever hear the facts. In olden days, this would have called for a duel. In today’s politically correct environment, you’re left with an anti-Slapp motion.

We realize this story is not sexy, it’s not political, there’s no juicy scandal to draw the media; we continue to feel that it is important, not only because we need to confront hypocrisy among the power mongers at every corner, but because the Better Business Bureau, as presently constituted causes more harm than good to the small business community; and if this nation is to ever regain its potential, small business will be leading the way.

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Link: http://www.bbbroundup.com

We're not convinced that the motives of the BBB's Letter Grade system were driven by a desire to better serve the public. We suspect that there was a financial motive as well. In any case, the Letter Grade has managed to stir up the media, the judicial system, small businesses in a way that previously never existed.

Monday however, marks another step down the path the BBB has chosen, at least for now, to take. That's the day that one of the five BBB regional offices who chose to not implement the letter grading system back in January, 2009, caves and toes the party line. This is unfortunate for Chicago businesses, but here's hoping it gets the Chicago media involved in the story.

It is our opinion that the current BBB business model is fundamentally flawed and cannot be sustained much longer. Today, bbbRoundup offers its suggestions for making the Better Business Bureau more relevant, more profitable and more useful. Here's the story on how
we'd change the BBB.

Link: http://www.bbbroundup.com

I must confess that when I first started this project I vastly underestimated the scope of work and the effort required. Writing this series on the Los Angeles BBB has been revealing. It has stirred passions in me that have lain dormant for far too long. The reverence given Jimmie Rivers by small businesses when he returns their calls is a heavy burden, because I know the pain and frustration they are feeling. Most of all it is the frustration. I have heard, with unerring consistency, that in the Los Angeles BBB territory, once you get on their radar you are screwed. Complaining drops your grade. Payment improves your grade, as long as you haven’t complained. They rule by fear, not from a position of trust, but one of extreme distrust.

My original thought was to develop and investigate a ten part series on the Los Angeles Better Business Bureau. Today, marks the 9th installment of this ten part series. Recently, a number of developments have occurred that indicate this story will continue to be expanded upon in the months to come.

The 10th installment of our investigative series into the LA BBB will publish next week. In it, I will offer some suggestions to make the BBB relevant again and how they can restore their tarnished brand. By then, I should have a clearer idea of where the story will go from there.

Link: http://www.bbbroundup.com/LeadStory.html

As a "public service" organization, the Better Business Bureau should be transparent and offer full disclosure. Since they inaugurated their new Letter Grade system for business reliability reports in January of this year, the BBB has been under increasing fire for grades that don't make sense; for higher grades being given to business members of the BBB; and for their complaint handling process.

Recently it has been pointed out that the LA BBB, as well as the national BBB have disclosed this information. For the complete story on this "hidden" disclosure

Link: http://www.bbbroundup.com

Jan Norman at the Orange Country Register published an article today Firms can buy higher Better Business Bureau rating.

It's nice to see another main stream media member look into the story. At the end of the article she has a poll on "Do You Trust Better Business Bureau Ratings?" It can be found at:
http://jan.freedomblogging.com/2009/04/27/firms-can-buy-higher-better-business-bureau-rating/12723

Right now, roughly two-thirds of those voting say they do NOT trust the BBB ratings. The BBB slogan is start with trust. Perhaps that trust is not as strong at the BBB thinks.

UPDATE: The percentage of voters on this poll stating they do NOT trust the BBB ratings is now at 71% with 100 votes cast.

UPDATE: 11:30PM With 138 votes cast over 71% of the votes state they do NOT trust the BBB ratings.

UPDATE APRIL 29: With 164 votes cast, over 68% of the votes state they do NOT trust the BBB ratings.