dispute resolution process
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The BBB Dispute Resolution Process

1. A consumer has a dispute with a company. The BBB recommends the consumer contact the company and try to resolve the issue before filing a complaint.

2. If the dispute is not resolved, the consumer files a written, signed complaint with the Bureau.

3. After the complaint is reviewed and accepted, a complete copy of the complaint including the consumers full contact information is sent to the management of the company.

4. When an answer is received, it is reviewed and mailed to the consumer who complained. If the business does not respond within 30 days, you may contact the Bureau at 713-868-9500 or bbbinfo@bbbhou.org to inquire about alternative courses that can be taken to resolve the problem. When a company does not respond, this information is reflected in the Bureau’s automated reporting system. A complaint verification report is sent to the consumer so the Bureau will know if the dispute has been settled.

5. If the dispute remains unsettled, the Bureau offers conciliation, mediation and arbitration to help resolve the dispute through its Alternative Dispute Resolution (ADR) program. Bureau members are required to respond to complaints, and most are precommitted to ADR.

6. Conciliation - Bureau staff provides information about the complaint to the company and communicates offers made by each side. Conciliations are conducted by mail.

7. Mediation - A professionally trained volunteer meets with the disputing parties and guides them in working out their own mutually agreeable solutions.

8. Arbitration - Both parties state their sides at a hearing. Evidence is offered to a certified arbitrator who makes a decision in writing that ends the dispute. BBB arbitrations are legally binding. Note: All mediators and arbitrators are trained volunteers.

9. At any stage in the process, the complaint may be resolved. The Bureau encourages businesses and consumers to work together to resolve disputes and avoid the time and expense of litigation. 

10. The complaint will only be reported on when the complaint is closed, while complaints are pending it does not appear on the company's public record. Complaints are reported on for three years to the public and business community via the Internet, BBB publications, and the Bureau's automated phone system.

We encourage the consumer and company to work together and communicate directly during our complaint process. We accept and process complaints on both members and non-members. If you need an update on the status of your case at any time you can email bbbinfo@bbbhou.org or call 713.341.6167.

The Better Business Bureau does not endorse, recommend, or disapprove any product, service or organization.

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