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> > What The Better Business Bureau Has to Say About Uber

What The Better Business Bureau Has to Say About Uber

Arthur C. Kosieradzki - SiebenCarey "Know Your Rights" AttorneyJune 25, 2015

On a scale of F to A+, The Better Business Bureau recently gave Uber an F rating. Using a system that maintains 13-factors for accurate assessment, the BBB determined Uber a failure for a plethora of reasons. But, what is the BBB and why should we care what they have to say?

According to their website, “BBB ratings represent the BBB's opinion of how the business is likely to interact with its customers. The BBB rating is based on information BBB is able to obtain about the business, including complaints received from the public. BBB seeks and uses information directly from businesses and from public data sources.” Essentially, its a system in which a business is evaluated and potentially accredited for quality assurance. While it might not be the only way to ascertain information on a business, it is a surefire way to get a feel for what a business is all about.

In some cases, the BBB will give a business an “NR”, which stands for “No Rating”. In these scenarios, the BBB could not acquire enough information about a given business, of the business is still under and ongoing review. Not so with Uber, who has given the BBB enough information to be deemed a botch by the Bureau.

Sure, the Better Business Bureau makes clear that businesses are “under no obligation” to become BBB accredited. They even go on to say, “To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.” Some businesses are not accredited simply because they have not applied. Regardless, Uber is not accredited by the BBB.

This chart from the BBB’s website helps describe their rating process.

In Uber’s case, the BBB found four criteria that severely affected their overall rating:

  • 227 complaints filed against business
  • Failure to respond to 15 complaints filed against business.
  • 6 complaints filed against business that were not resolved.
  • Length of time business has taken to respond to complaint(s).

For a more in-depth look at how the BBB conducts their assessment and details on Uber’s score, click here.

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