Facebook lost it's A+ rating with the Better Business Bureau, but we still didn't resolve the reasons for our complaint

in #facebook • 6 years ago

UPDATED PUBLIC DISCLOSURE OF OUR EFFORTS
by Richard at Design's the Limit

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Better Business Bureau Complaint ID: 12706976, Date Filed: 2/26/2018

Complaint Details: We, Richard and Tatiana of Design's the Limit, believe Facebook's business practices including granting large businesses the verified account checkmark while denying small business the opportunity to compete on a level playing field is a violation of the ethical business practices which the B.B.B. embodies. We hope that our effort will provide us with a verified checkmark, but also assist other companies and individuals who seek one with access. We have been in business for over six years selling on Etsy, Ebay, Amazon, our own website, locally, and on other e-commerce platforms. We have a business license issued in the city of Virginia Beach, we are a registed LLC in the Commonwealth of Virginia, we have registered and received a trademark for our company name with the USPTO, we are Members of the Virginia Glass Guild of glass artists in Hampton Roads Virginia, we are in the top 1% of all Etsy sellers in the world, and we are B.B.B. Accredited with an A+ rating. We will be happy to submit the information and documentation required to complete the verification process and look forward to working with the B.B.B. to determine the ethical nature of the verification process at Facebook. If the verification process is in place to support large businesses over small businesses, we believe it should be taken into consideration on Facebook's B.B.B. rating.

Desired Settlement: To receive a verified account checkmark. Gray is fine, blue is better. Also, there is duplicate Facebook page impersonating us and we want it removed. Our business page is at www.facebook.com/designsthelimit and there is another page at designsthelimitllc which was created without our knowledge or consent. Please remove or merge the duplicate page with our own. We look forward to working with the B.B.B. to help resolve these issues as Facebook has been unresponsive to our messages.

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Dear Richard:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 2/26/2018 against Facebook. Your complaint was assigned ID 12706976. Now that I have filed, what is the next step?

We have accepted your complaint and have forwarded it to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed. What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond? The BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. The BBB is not an enforcement agency. We cannot compel a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. The BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact me with any additional questions or concerns.

Sincerely,
(redacted) B.B.B. Dispute Resolution Specialist

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FACEBOOK RESPONSE #1:

This message originally read on 3/12/2018
Hi,

Thank you for reaching out to Facebook through the Better Business Bureau. We'd like to provide some resources that may help resolve your issue more quickly. Please take a look at the list below and see if any of the following links to our Help Center address your problem.

If you don't find an answer to your question below, please respond with as much detail as possible, including links (URLs) to the profiles, Pages or content related to your complaint and we will do our best to assist. Keep in mind we may not be able to offer any additional information or help outside of what is found in our Help Center. We appreciate your patience.

I can't access my Facebook or Instagram account:

I need help with my Facebook Page:

I would like to report a fake account or other abuse on Facebook or Instagram:

Other:

Thanks,

The Facebook Team

FACEBOOK RESPONSE #2

Hi,

Thanks for reaching out to Facebook through the BBB. We've reviewed your report and it looks like the impostor account you're reported has been removed and this is no longer an issue. Sorry for any inconvenience this has caused.

Thanks,

Barry
The Facebook Team

FACEBOOK RESPONSE #3

Hi,

Thanks for reaching out to Facebook through the BBB. We've reviewed your report and it looks like this is no longer an issue. Sorry for any inconvenience this has caused.

Thanks,
Oscar
The Facebook Team

FACEBOOK RESPONSE #4

Hi Richard,
Thank you for contacting Facebook through the BBB. If you are wanting to verify your Business Page with a Gray Verification Badge, please follow the instructions from this Help Center Article:

https://www.facebook.com/help/100168986860974

Currently is it not possible to request or purchase a Blue Verification Badge, but you can still let your audience know that this is your authentic Page by connecting your Instagram account or Official Website.

I would like to report a fake account or other abuse on Facebook or Instagram:

Thanks,
Lisa
The Facebook Team

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At this point, we reached out to the Better Business Bureau by email as follows:

Dear (redacted B.B.B. representative),

Thank you for your assistance, we truly appreciate being a member of the Better Business Bureau and having the opportunity to support ethical business practices in the marketplace. Having reviewed the Better Business Bureau policies, procedures, and code of conduct we believe it is our duty as an ethical business and consumer to raise these questions with the bureau. Given the impact which a company such as Facebook has on the consumer base which it is the duty of the bureau to inform, we encourage increased scrutiny of the ratings of all social media companies and culturally influential organizations including the Better Business Bureau itself. I find it curious that the independent branches of the Better Business Bureau and the Council for Better Business Bureaus do not have their own listings on the Better Business Bureau platform and the consumer is left without the ability to provide feedback on their interactions with the BBB, but that is another story altogether. At this time, our primary concern is the negative opinion which the general public may gain of the Better Business Bureau for the rating and accreditation granted to Facebook in direct conflict with the statistics available and in spite of the statement received from Facebook and public admissions of their CEO over the last week.

In conjunction with our experiences with Facebook, the records found on Facebook's Better Business Profile, and Facebook's admissions and public statements in response to current events we believe that action must be taken to maintain the respect that the general public should hold for the integrity of the Better Business Bureau and the rating system which it employs. According to information we have collected from the links provided by the Better Business Bureau in reference to the rating system, we encourage the Council for Better Business Bureau's General Counsel to convert Facebook's rating to NR at this time until a comprehensive review of their history and an understanding of the ethical nature of the business practices which they employ may be understood. With consideration given to the information available on the Better Business Bureau's Facebook profile, we find it difficult to ascertain how they have received the A+ rating which they are currently assigned.

During the course of our own arbitration, they have been slow to respond, evasive, illusive, and have not been truthful all in direct violation of the practices which an A+ rated accredited business should reflect. They have admitted fault in our case yet still have not corrected the issue of our imposter page. In reference to the primary reason for the submission our complaint, they have failed to respond at all. As an accredited member, they are bound to submit to arbitration. The failure of Facebook to function with transparency and in accordance with the spirit which an ethical business should employ leads us to conclude that Facebook's accreditation should also be questioned. To preserve the respect which the general public holds for Better Business Bureau Accredited Businesses and the Better Business Bureau rating system, we would like to request that the Council for Better Business Bureau's General Counsel be convened to consider revoking Facebook's accreditation in it's entirety and assigning a rating which is more reflective of the quality of the product and service which they provide. We do not have a direct email address to the Council for Better Business Bureaus at this time, but have located the mailing address. To save a tree and a stamp, we would appreciate if you would convey our concerns direct to them, while keeping the Golden Gate branch informed of the communication as well.

Link to Facebook's B.B.B. profile: https://www.bbb.org/greater-san-francisco/business-reviews/social-media-marketing/facebook-in-menlo-park-ca-385674

Additional Researched Sources:

Better Business Bureau Partner Code of Conduct Reference Link: https://www.bbb.org/en/us/partner-code-of-conduct

Better Business Bureau Code of Business Practices: https://www.bbb.org/en/us/code-of-business-practices

Better Business Bureau Mission & Vision Reference Link: https://www.bbb.org/norfolk/get-to-know-us/vision-mission-and-values

Overview of the Better Business Bureau Rating System: https://www.bbb.org/council/overview-of-bbb-grade/

Our opinion of the lack of validity of the rating assigned to Facebook and the nature of it's qualifications to be considered as an accredited business have been earned through years of frustration in attempting to resolve the issues which we have raised in our complaint directly and without result. The page which is impersonating us since 2014 which is displaying our trademarked company name, logo, and images without consent has been moved, but is still easily located on Facebook's platform at this time. Facebook has responded through the B.B.B. arbitration of our complaint admitting to receipt and understanding of the issue, asserting that the issue has been addressed and resolved, and independent verification reveals that the have communicated in a less than truthful manner. Their lack of transparency or response about our request to receive a verified checkmark brings additional doubt as to the ethical nature of their practices. We have seen that they are in the news and dealing with additional issues which raise doubt as to Facebook's ability to value and put into practice the Better Business Bureau's code of conduct and to embody the ethical business which the Better Business Bureau's accreditation and assigned rating would imply. We recommend considering revoking their accreditation and lowering their rating at this time. Please forward our request and provide the name of the federal regulatory agency which we should address our concerns to if no action is taken by the bureau to resolve the public concern,

Richard and Tatiana of Design's the Limit BBB Accredited Small Business

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and the Better Business Bureau responded as follows:

Hi (Richard),

I wanted to let you know I definitely hear your concerns and I wanted to express how seriously we are taking it. We have already started a review and we will have the Business Profile updated accordingly shortly. You may contact me directly with your concerns and I would like to personally apologize for any delays in responding to you.

Thanks,

BBB serving the San Francisco Bay Area and Northern Coastal California

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AND THEN FACEBOOK'S RATING ON THE B.B.B. WEBSITE WAS CHANGED FROM A+ TO NR

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FACEBOOK RESPONSE #5

Hi,

In order to ensure that the steps in the Help Center article are followed correctly, please make sure that a Page Admin follows the steps on a desktop or laptop computer. Some settings and menus may appear different on a mobile or tablet app.

Thanks
Geromey
The Facebook Team

FACEBOOK RESPONSE #6

Hi,
If you have already applied for a grey checkmark, there is no further assistance we can offer you on this matter at this time. I apologize for any inconvenience, and I appreciate your patience and understanding throughout this process. Additionally, Could you provide me with the link (URL) to the page you are attempting to report? Once I have this information I will be able to assist you further.
Thanks,

Payton
The Facebook Team

FACEBOOK RESPONSE #7

Hi,

Thanks for your patience. We're currently reviewing your complaint and, if needed, will reach out directly to you through email in order to get further information.

Thanks,
Jesse
The Facebook Team

FACEBOOK RESPONSE #8

Hi Richard,
Thank you for your continued patience while we help you resolve this matter. The blue verification badge lets people know that a Page or profile of public interest is authentic.
We apply the blue verification badge to eligible brands, media organizations and public figures. Eligibility for the blue verification badge is based on a variety of factors, such as account completeness, policy compliance and public interest.
If your account doesn't have a blue verification badge, there are other ways to help let people know that you're authentic. For example, you can link to your Facebook profile or Page from your official website, Instagram profile or Twitter account.
To request a blue verification badge, follow the link below for more information on how to do so:
https://www.facebook.com/help/contact/342509036134712
If you would like to request a grey verification badge, you may learn how to do this by following the steps in this Help Center article:
https://www.facebook.com/help/100168986860974
Additionally, if there is a page you are attempting to report for copyright infringement, you may learn how do to so by following this link:
https://www.facebook.com/help/325058084212425
This is the best assistance I can provide you with these issues at this time. I apologize for any inconvenience, and I appreciate your patience and understanding throughout this process. If you have any additional questions, please let me know - I am here to help.
Thanks,

Payton
The Facebook Team

FACEBOOK RESPONSE #9

Hi,
I'm very sorry, but I am unable to assist you further with your request. I apologize for any inconvenience, and I appreciate your patience and understanding throughout this process.
Sincerely,
Payton
The Facebook Team

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We have concluded this response with another email to the Better Business Bureau as follows:

ATTN: BBB serving the San Francisco Bay Area and Northern Coastal California

We, Richard and Tatiana of Design's the Limit, are deeply disappointed in the responses from Facebook to our complaint #12706976 and we are disappointed that the B.B.B. continues to forward Facebook's responses to us for rejection without intervention or additional arbitration. Facebook has admitted that the imposter page we reported was in violation of their policies and they have failed to act to remove it. We continue to respond rejecting each message which is submitted, but at this point we do not have any expectation of being able to resolve the issue and request that it be entered against Facebook as an unresolved complaint. Please review complaint #12706976 and close the complaint with prejudice or intervene as needed to affect a response which we may accept....Facebook's last responses have indicated that they have no respect for the Better Business Bureau accreditation and that they are failing to participate with the arbitration which is a hallmark of the trust the accreditation confers.

We know that the imposter page we have reported is a violation of Facebook policy and the trademark we have been issued by the USPTO. We also have issued our complaint over Facebook's policies and practices in the distribution of verified checkmarks which is being applied in a discriminatory manner which is both unethical and potentially a violation of law. In addition to entering this complaint against Facebook, we have also submitted a complaint with the Better Business Bureau against Twitter, Inc. assigned ID 12706960 in reference to receiving a Verified Checkmark. We suggest that social media platforms be given increased scrutiny and that the rating which is assigned to them by the Better Business Bureau take into account both the policies and the implementation. The fact that Facebook was B.B.B. accredited with a rating of A+ when our complaint began and that Twitter maintains an A- rating even without accreditation or taking the steps that accredited businesses take has damaged our trust in the rating system in regards to social media platforms.

Please advise if there is any action required of us and the disposition of our cases,

Richard and Tatiana of Design's the Limit

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#betterbusinessbureau #ethics #verifiedrequests
6 years ago in #facebook by
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     6 years ago  

    Facebook's rating remained NR for a while, but in the end their A+ rating was lowered to A- in part thanks to our efforts. We have decided not to renew our B.B.B. membership and now the B.B.B. has taken our page down and has marked it as 'Under Review' See our B.B.B. profile here: https://www.bbb.org/us/va/virginia-beach/profile/graphic-designer/designs-the-limit-llc-0583-90063733

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       6 years ago (edited) 

      UPDATE: Facebook has now received [11,484] Total Customer Complaints for Advertising/Sales Issues, Billing/Collection Issues, Delivery Issues, Guarantee/Warranty Issues, and Problems with Product/Service. The complainants verified that their issue(s) were resolved to their satisfaction in only 17% of the time.

      Facebook additionally has received [665] Customer Reviews including over a dozen Positive Reviews, three times as many Neutral Reviews, & over six hundred Negative Reviews registered with the Better Business Bureau.

      [Statistics provided as of 12/18/2018 from the BBB website Facebook Profile at https://www.bbb.org/us/ca/menlo-park/profile/social-media-marketing/facebook-1116-385674]

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