Better Business Bureau VS Angie's List

[Bronwyn Ware]

This past Summer I received a message on my telephone from a gentleman who identifed himself with the Better Business Bureau (locally), and he left an extension where he could be reached. I was nervous, being a new business owner I could not possibly fathom what he wanted. His voice message only stated that I should return the call, his name, extension and his voice sounded somewhat gruff. Well I immediately returned the call thinking it could possibly be a prank, well when I dialed a voice message from the BBB came on and I keyed in the extension number. The gentleman answered and started asking me a few questions about my business and then started to explain the inner workings of the BBB as if I weren't aware of the venerable institution. He went on to explain that since my business did not have any formal complaints on file at the BBB; I qualified for some sort of membership. I immediately chimed in "Oh yeah, you're like Angie's List". Stop the press , the man on the other end of the line snarled, "Angie's list, well anybody can get a relative to write them a reccomendation on Angie's List". After a few quiet seconds in which he somehow gathered his composure following my comment, he learned that my business had not been in operation for the required six months at that time, which ended our conversation. As a consumer which of the two respected institutions do you immediately turn to for a business reference? From the tone of the male BBB employee I left that conversation feeling that Angie's List had stolen some of the BBB's thunder or prospective members. Could the sheer popularity of Angie's List had somehow made the BBB appear outdated to the community?

[Jeff Bowe]

The BBB is a near scam. (I'm sure that will raise the ire of some folks!) Their cold calling tactic (to tie to your other question) is one that I specifically do not like--a message of untrue fear and deception to get you to call them back. I now own my third business and none have belonged to the BBB, and when they call me, I tell them the same thing. In my B2B business, no one is going to check the BBB for references. I am in a high personal sales and high visibility field, and if I do a bad job, that word will spread quickly. The BBB preys on B2C companies, where consumers do not have the ability to do research via networking on potential vendors. (Since I don't know what you do, perhaps the BBB does fit, but my explanation will not change...you can decide the outcome.)

Why did he get flustered about Angie's List? Because they are hurting the BBB, big time. Angie's List, as he noted, you must be referred to. They do not outbound call you. They get their money from members who use listed businesses. The BBB gets money from scared businesses, many of whom want to use their BBB listing as a way to say "hey, we're good!" He said it--you have no record which means no one has called about you, good or bad. Gee, I wonder why. Maybe it's because no one is mad at you.

I think the BBB has outlived their key position. The internet and groups like Angie's List, and the level of networking today, allows us to do research on potential companies so much easier today.

[Bronwyn Ware]

I recently started a cleaning service and I was unaware until I received the call that the BBB even solicited in that manner. I had never given much thought to the fact that they have Sales Reps to promote their services. When the gentleman called, of course he did not leave on his message what the call pertained to.

[Jeff Bowe]

They have commissioned sales reps. Nothing against commissioned reps (although I am working on doctoral research today on the ethics of commission), but the use of misinformation in voice mails or implications different from the truth...that I have a big problem with.

[Bronwyn Ware]

I agree because I appeared anxious until I found out the nature of the call.

[Amy Stark]

Ethics of commissioned sales staff. Hmmm -- I never thought about that.

[Amy Stark]

I don't turn to either service. I ask friends, or pose a question on Stark ReAlity -- because I trust everyone here.

[Jeff Bowe]

LOL You JUST outlined why BBB is frustrated with Angie's List...which was started as a formal "friends" network because the BBB specifically does not recommend businesses. As for Stark Reality, when the BBB was founded in 1966, the internet was just barely making it into science fiction movies. Boy, I'd love to have them watch this discussion and try to justify their existence. For fun, go to their website under FAQ and see how both sides, consumers and businesses, get frustrated with them.

[Bronwyn Ware]

Well..I had another experience with the BBB this past Summer. I was seated at home when I was contacted by a company with a 281 area code called Bid My Cleaning via a voice message. The individual left me a frantic voice message in which she spoke so rapidily it alarmed me. The voice message asked if I were available to clean a home in Westfiled at 11:00a.m. the next day. Now, no details were given as to where they located my cleaning business' telephone number; I can only guess my website. Now at that time all of my contact information was listed on the first page of the site. When I returned the call they did provide a 877 number as a call back number it sounded like a very noisy Call Center. The individual explained that they needed some one to clean in Westfield and when I inquired if they were aware that I operated a cleaning service they were aware of it and only seemed concerned if I could clean the house in Westfield on their behalf. The young woman stated that their company was well known in the South and new to our area. I inquired how the expected to pay me and the Bid My Cleaning employee, who sounded very youthful stated that I could simply sign up for a PayPal account for free or elect to have the funds deposited directly into my bank account. Now I had no intention of dealing with this transaction and she further suggested that I go on their website and sign up as a Provider for their company. Not once did she mention how much the assignment would pay or any instructions regarding the client. She used very little conversation and spoke terribly fast as if to encourage a train of thought on my part. When I got off the telephone after rejecting the assignment I looked up the website for Bid My Cleaning and it promised the customers on it's site that everyone they utilized had been rated highly and screened prior to being sent out on assignments. I had never heard of the company and no one had screened me from their agency. There was a site for a company to sign up as a Provider but I had never signed up prior to getting the desperate voice message. I contacted the BBB and was informed that I had to write a formal letter of complaint and that it could not be anonymous. The letter would then remain in Bid My Cleaning's file for three years and no the BBB would not warn the public regarding the fact that the website promised unsubstantiated claims to lure the public's trust by having promised to send the client prescreened and highly rated cleaning personnel.

[Jeff Bowe]

And the BBB wonders why they are shrinking and Angie's is growing. Hmm.

[Kristie Bradford]

I am a member of Angie's List both personally as well as my business is listed. I will turn to both Angie's List as well as friends for recommendations. I think Angie's List is a great thing and I have gotten business from them not only from referrals but we have also done some embroidery work for them.

Be prepared that BBB will continue to call you. I get a call about once a year. I always ask them how many requests they get for Embroidery or Promotional Products. They have not yet been able to answer this question. I do not plan on joining but it really makes them scramble to say something in response!