Due to one customer’s unresolved complaint, local business owner Patrick Cheney has lost Better Business Bureau (BBB) accreditation for his Modern Masonry & Tile. The firm’s rating fell to B- after a client reported unsatisfactory work, unreturned phone calls, and rudeness, according to the bureau’s business review of the firm.

Cheney expressed frustration with the situation, which he said might hurt his business, especially in the present economy.

“Just because of one unhappy customer, I lost the accreditation,” he said.

All firms applying for BBB endorsement undergo a review. They must have been in business for at least one year, and they must follow the BBB Code of Business Practices, which represents sound advertising, selling, and customer service practices that enhance consumer trust and confidence in the firm. 

 

“Businesses require a rating of B or higher to keep their BBB accreditation,” said Peggy Penders, communications director at the New York State bureau in Amherst, N.Y. “Most of our firms have an A+.”

If a customer registers a complaint, the affiliated business must respond. 

In May 2011, Cheney’s client had a wall repaired, a portion of which fell apart in March 2012, according to the customer complaint section of the BBB’s review for Modern Masonry & Tile. Upon being appealed to, Cheney did not examine the wall or return any of the client’s phone calls. When a colleague of the client called Cheney, he responded by raising his voice to her and refusing to take the call.

The customer wanted another contractor to repair the wall and requested Cheney pay for this. Under the heading “BBB’s Final Determination,” the bureau has: “The business failed to resolve the complaint issues.”

The BBB's board of directors has the final say on accreditation and expulsion. The whole review  process takes several months, during which the bureau tries to work with the business to gain a resolution.

“It’s extremely unfortunate if a business loses accreditation,” Penders said. “The bureau would like this never to occur.”

Cheney, a member of the Saratoga County Chamber of Commerce, was unwilling to discuss the matter, saying it would not help his business and might hurt his reputation. He said he depends on word of mouth instead of advertising.

“People assume guilt,” he said. “If I tell my side, they might still believe the customer.”

A business may reapply for BBB accreditation after the complaint is resolved and one year has passed. The process is the same as for a first-time applicant.

--Jennie