How to Remove a BBB Complaint

Removing a complaint from the Better Business Bureau (BBB) isn’t as easy as hitting the delete button. One reason is the BBB’s design is built around transparency; complaints aren’t removed unless specific circumstances have been met.

The article below provides an overview of removing BBB complaints for both customers and businesses and addresses how complaints differ from reviews. Additionally, the article describes the effects of unresolved complaints on a company’s online reputation and offers realistic options.

What Are BBB Complaints?

BBB complaints are formally submitted disputes through the Better Business Bureau. They detail a consumer’s issues with a business and track the business’s actions to resolve them.

Like all complaints, BBB complaints are linked to a business’s profile and can negatively impact the business’s BBB rating, public trust, and search results. The BBB is not designed to punish businesses but instead to promote accountability and resolution.

Can I Remove My BBB Complaint?

In most cases, a BBB complaint can’t be removed simply because it is negative. As previously mentioned, the BBB promotes business transparency, and complaints typically stay active even after they’ve been resolved.

Only under limited circumstances can a BBB complaint be removed, and the most common instance is when the consumer voluntarily withdraws the complaint once the issue has been resolved.

Removing a BBB Complaint as the Customer

You are the one who can determine whether the complaint you filed can be withdrawn.

First, work with the business to achieve a mutually acceptable solution to the problem. This could mean providing a refund, replacing defective products, completing the requested service, etc., and documenting this agreement.

Once you are satisfied that the issue has been resolved, access your BBB account and withdraw or retract the complaint. When you do so, you will be asked to confirm that the issue has been resolved.

If the business is uncooperative or attempts to pressure you to withdraw the complaint before resolving the issue, you can contact your BBB case manager directly. Your BBB case manager may assist in dispute resolution or mediation.

Removing a BBB Complaint as the Business

Businesses cannot remove BBB complaints themselves. The only way to positively close a complaint is to resolve it.

First, respond in a timely and professional manner via the BBB complaint response system. The communication process is particularly important when evidence review is required.

Propose a reasonable resolution and follow up with it. After the issue is resolved, you can ask the customer to withdraw the complaint through their BBB account.

If the customer declines to withdraw the complaint after the issue has been resolved, the BBB will typically leave the complaint posted. In this situation, your best option is to provide a strong, documented response that demonstrates good-faith efforts to address the issue and promote transparency.

BBB Complaint vs. Review

Many people confuse BBB complaints with BBB reviews; however, there is a significant difference in the way these two types of submissions are processed.

A BBB complaint is a formal dispute. All complaints submitted through the BBB go through the complaint review process and affect the business’s overall rating and number of complaints.

A BBB review is a customer review, much like any other type of online review. In certain situations, the reviewer can manage or remove BBB reviews through their BBB account. Those include whether the review contains personally identifiable information (PII), violates advertising policies, or appears to be fraudulent.

Employee and employer disputes are addressed separately and are not treated the same as customer complaints.

It is crucial to understand the differences between reviews and complaints when attempting to remove or close a complaint.

Removing or Closing BBB Complaints

Unlike true complaint removal, complaints are typically closed rather than deleted.

A complaint can be closed in one of three ways:

• As resolved
• As answered but unresolved
• As unanswered

Closure status is important because it affects a business’s BBB score and public perception. Complaint removal requests without customer retraction are typically rejected.

In rare instances, including when a complaint is submitted as fake, malicious, or contains an obvious error, the local BBB office may review the complaint further.

Responding to and Resolving BBB Complaints

Resolving complaints effectively involves a consistent set of steps.

• Respond to the complaint quickly through bbb.org
• Acknowledge the issue without becoming defensive
• Present a clear and reasonable solution
• Include supporting documentation if necessary

Additionally, the BBB may provide mediation or arbitration services through a professional mediator. Both methods are optional and can help resolve difficult disputes.

Review response templates can be helpful in maintaining a professional tone, but each response should be customized.

Managing Online Reputation Regarding BBB

Even if complaints are resolved, they may still be visible to the public. Therefore, managing your online reputation requires a broader approach.

Businesses should:

• Maintain proactive review management
• Monitor their online search results
• Improve their digital presence
• Develop and consistently apply a brand identity

Review management platforms, review response templates, and artificial intelligence (AI)–generated review response tools are available to help manage volume and consistency.

Obtaining BBB accreditation can also enhance trust signals, but it does not eliminate past complaints.

Understanding the Limitations of Removing Complaints

BBB complaints cannot be removed simply because time has passed or because a business asks for removal.

There is no immediate method to remove complaints. The primary concern of the BBB is promoting transparency. Complaints and their resolutions are considered public records and are intended to allow future consumers to make informed purchasing decisions.

Conclusion

Understand that deleting a complaint from the Better Business Bureau is not the typical scenario.

For customers, withdrawal is possible once the complaint has been resolved.

For businesses, resolution and documented proof are the only viable paths to a positive complaint outcome.

The Better Business Bureau serves as a complaint facilitator and reputation builder, not as a content removal service. Effectively managing complaints through the BBB requires a commitment to resolution, high-quality responses, and developing a long-term strategy to protect your reputation.