Use of the Better Business Bureau

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jabberwockOG
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Use of the Better Business Bureau

Post by jabberwockOG »

I recently went through a multi hour ordeal trying to sign up for a new Medicare supplement plan with the retirements benefits supplier that is mandated by my former employer. From apprx Sept 15 to Dec 31 calls to this company mean a 1.5-2.5 hour wait to speak to a person. When you do get through the person that is supposed to assist is often unable to provide meaningful/competent assistance. So after multiple rounds of calls and literally 16+ hours on the phone I gave up using normal channels. I looked up the company at BBB website and read through numerous complaints logged on the site. I saw lots of complaint comments but not a lot of formal complaints.

So I decided to file a formal complaint on the company with the BBB website. It was a relatively easy on line process. BBB required detail description of the issue and other basic information - end to end it took less that 10 minutes to enter, edit, and submit. To my surprise I received a call from a customer relations specialist at my benefits supplier the very next morning and it was clear that they were very motivated to assist me so that I would close the complaint against them. They kept calling and helping over the next week and in the end my issue was mostly resolved.

The point here is that if you have a genuine issue and are getting no help from normal channels, you can try escalating to exec mgt within the company, or as an alternative tool/channel submit a formal complaint on the offending company with the BBB. The larger companies have staff that monitor these complaints and give them high priority to resolve/close them.
Last edited by jabberwockOG on Thu Jan 27, 2022 9:37 pm, edited 2 times in total.
Makefile
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Re: Use of the Better Business Bureau

Post by Makefile »

Yes. I think a lot of people have a misconception of BBB, that either (1) a business is going to be intimidated and in hot water if you "report" them to BBB, or (2) the other extreme, which BBB did not help because of a scandal a decade or so back where becoming a member would increase your rating, that they let businesses "buy" good ratings and are just about shaking down businesses for membership dues and are of no help to the consumer.

I've had similar experiences as what you describe. In particular with "lemon" laptops when multiple warranty repair attempts have failed.
NewishBog
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Re: Use of the Better Business Bureau

Post by NewishBog »

BBB serves businesses, not consumers. It's in their name. Took me a while to understand that.
LifeIsGood
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Re: Use of the Better Business Bureau

Post by LifeIsGood »

I've had 2 issues over the years that I spent untold hours typing to solve without success.. A BBB complaint fixed the problem in a matter of a couple of days in both cases. They really get the attention of most businesses.
carolinaman
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Re: Use of the Better Business Bureau

Post by carolinaman »

Thanks for the suggestion. I will not hesitate to complain via BBB if/when I ever need to.
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lthenderson
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Re: Use of the Better Business Bureau

Post by lthenderson »

I have used the BBB to successfully settle three different cases over the years. I have always gotten prompt responses and have been happy with the outcomes.
eukonomos
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Re: Use of the Better Business Bureau

Post by eukonomos »

jabberwockOG wrote: Thu Jan 27, 2022 9:33 pm
... the retirements benefits supplier that is mandated by my former employer.
...
I don't understand this part.
Offered by
Suggested by
Sponsored by
maybe, but
Mandated by?

You should have a lot of free options to help you choose Medicare plans.
Broken Man 1999
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Re: Use of the Better Business Bureau

Post by Broken Man 1999 »

I have had one experience with BBB.

My problem was solved and a refund of prorated cost for the subscription to a newspaper that went
from publishing 7 days a week to publishing 2 days a week. I suppose the newspaper thought I was wrong in asking for a portion of my subscription cost to be refunded.

The newspaper finally saw things my way when I involved BBB.

Broken Man 1999
Last edited by Broken Man 1999 on Fri Jan 28, 2022 4:00 pm, edited 1 time in total.
“If I cannot drink Bourbon and smoke cigars in Heaven then I shall not go." - Mark Twain
Broken Man 1999
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Re: Use of the Better Business Bureau

Post by Broken Man 1999 »

eukonomos wrote: Fri Jan 28, 2022 12:32 pm
jabberwockOG wrote: Thu Jan 27, 2022 9:33 pm
... the retirements benefits supplier that is mandated by my former employer.
...
I don't understand this part.
Offered by
Suggested by
Sponsored by
maybe, but
Mandated by?

You should have a lot of free options to help you choose Medicare plans.
Maybe the employer offers only certain insurance plans. MegaCorp offered me three health insurance plans. My choice was free. If I didn't use their offerings and struck out on my own, I might not be able to come back to MegaCorp's heavily subsidized plans later on.

Broken Man 1999
“If I cannot drink Bourbon and smoke cigars in Heaven then I shall not go." - Mark Twain
Jack FFR1846
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Re: Use of the Better Business Bureau

Post by Jack FFR1846 »

I have zero faith in the BBB.

I had a roofer who kept coming and coming and coming and was unable to fix a leak in the new roof I had them do. They finally ignored me. I reported them to the BBB. Saw my complaint online. After 2 weeks, I went back and my claim said "resolved". What? I was actually now working with an attorney to go after this incompetent clown. I called BBB and they said that the roofer called and said that the complaint was resolved, so that was it. I did tell them that it was not resolved at all.

You had a great outcome. What we do with our medical problems (which happen a lot) is go to my employer's HR VP. She sends it down to the correct HR person, but I believe that since it came from the VP, they do a faster job to fix it.
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Broken Man 1999
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Re: Use of the Better Business Bureau

Post by Broken Man 1999 »

A strong advocate between the providers and the employees/retirees clears roadblocks quickly. I've never had to involve HR in any medical insurance issues, but I did when I couldn't convince the pension group my lump-sum was a bit light.

VP of HR has the staff who know what is going wrong and can move quickly to help.

Broken Man 1999
“If I cannot drink Bourbon and smoke cigars in Heaven then I shall not go." - Mark Twain
Rex66
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Re: Use of the Better Business Bureau

Post by Rex66 »

Bbb is near useless
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krafty81
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Re: Use of the Better Business Bureau

Post by krafty81 »

I have had great luck using BBB for complaints. Another interesting thing is that many companies list a resolution number on their BBB contact page that you cannot find anywhere else. The downside is that all complaints get farmed out to the "local" office in that state which can be hit or miss.
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jabberwockOG
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Re: Use of the Better Business Bureau

Post by jabberwockOG »

eukonomos wrote: Fri Jan 28, 2022 12:32 pm
jabberwockOG wrote: Thu Jan 27, 2022 9:33 pm
... the retirements benefits supplier that is mandated by my former employer.
...
I don't understand this part.
Offered by
Suggested by
Sponsored by
maybe, but
Mandated by?

You should have a lot of free options to help you choose Medicare plans.
Mandated - I have to use this supplier company and their web site in order to be fully reimbursed from my "pool" of retirement funds designated specifically for post retirement benefits. It's a pain and no one likes it but just another fun aspect of working for typical mega corp. I am free to buy medicare supplement elsewhere, but I would not be reimbursed for the monthly costs from my retirement "health benefit" funds.
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BogleFanGal
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Re: Use of the Better Business Bureau

Post by BogleFanGal »

I tried the BBB route two years ago with LG - wouldn't honor a warranty claim. They just sent canned form letters to the BBB that didn't even apply to my situation - so you can tell they never even read the initial report. BBB just closed the case as "resolved" and said as long as the company responds, they close out the case. It was a total joke.

I used them once many years before that and they were great. So much depends upon which BBB branch. Some are better than others, I guess.
eukonomos
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Re: Use of the Better Business Bureau

Post by eukonomos »

jabberwockOG wrote: Fri Jan 28, 2022 6:05 pm
eukonomos wrote: Fri Jan 28, 2022 12:32 pm
jabberwockOG wrote: Thu Jan 27, 2022 9:33 pm
... the retirements benefits supplier that is mandated by my former employer.
...
I don't understand this part.
Offered by
Suggested by
Sponsored by
maybe, but
Mandated by?

You should have a lot of free options to help you choose Medicare plans.
Mandated - I have to use this supplier company and their web site in order to be fully reimbursed from my "pool" of retirement funds designated specifically for post retirement benefits. It's a pain and no one likes it but just another fun aspect of working for typical mega corp. I am free to buy medicare supplement elsewhere, but I would not be reimbursed for the monthly costs from my retirement "health benefit" funds.
OK. Now I do understand that part.
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