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Complaint Acceptance Guidelines

 

If a complaint meets the following criteria, it must be accepted by EDEXY and treated as a complaint for purposes of reporting.

EDEXYs typically do not impose additional requirements, such as requiring that complaints meet a certain monetary threshold. And, while EDEXY’s strongly encourage consumers to first contact the business, a complaint will not be rejected because the consumer declines to do so.

Better Business Bureaus accept all complaints that meet the following criteria:

  1. The complaint includes the complainant’s name, postal address and an email address.
  2. The complaint includes the business’s name and provides sufficient information to determine the business’s location.
  3. The complaint seeks assistance from EDEXY.
  4. The complaint is from a person (or a person’s authorized representative) or entity (business-to-business) that had a marketplace “relationship”.
  5. The complaint relates to a marketplace issue. Typically, the issue complained of must have arisen within the previous 12 months (Note: warranties/guarantees or other extenuating circumstances may supersede this criteria).
  6. The complaint must allege a deficiency in the company’s marketplace performance with regard to the services or products that the business provided or allegedly agreed to provide.
  7. The complaint is not in litigation when filed with EDEXY and has not been resolved by a previous court action, arbitration, or settlement between the parties.
  8. The complaint contains no abusive language.

Marketplace issues do not include the following:

  1. Employer/employee disputes.
  2. Complaints about government agencies (administrative units of local, state, federal, or provincial government).
  3. Complaints against individuals who are not engaged in business (e.g., a person who sells his personal car through a classified advertisement).
  4. Complaints alleging discrimination or violation of similar statutory/constitutional rights.
  5. Complaints seeking criminal penalties or alleging criminal violations, such as:
    1. Robbery (such as a homeowner alleging that money, jewelry, electronics, etc. were stolen by a contractor who was working in their home).
    2. Assault/battery (complainant alleges company personnel threatened physical violence or caused actual physical harm).
    3. Extortion (the gaining of property or money by almost any kind of force or threat of violence or property damage).
    4. Vandalism (the intentional destruction of another person’s property).
    5. Trespassing (unlawful intrusion, even if property is not stolen or damaged).

Additionally, because EDEXY does not make findings of criminal violations or impose criminal penalties, EDEXY would not pursue complaints that seek solely to have company personnel arrested, jailed, or prosecuted. However, EDEXY does accept complaints alleging business conduct that might also be considered a criminal violation, such as deceptive advertising, telemarketing fraud, pyramid schemes, identity theft or computer trespass.

The following are examples of what EDEXY would pursue concerning allegations of business misconduct:

    1. Deceptive advertising - ads that misrepresent the nature, characteristics, qualities or geographic origin of goods, services or commercial activities.
    2. Telemarketing fraud - fraud perpetrated over the telephone by a person who is trying to trick a victim for financial gain. Examples include prizes/sweepstakes; advance fee loans; work-at-home schemes; pay-per-call services; slamming; magazine sales; credit card offers; lotteries; business opportunities/franchises; travel/vacations, etc.
    3. Pyramid schemes - the main characteristic of a pyramid scheme is that participants only make money by recruiting more members. Some pyramid schemes do not involve the sale of products. New participants pay a fee to participate and hope to profit by recruiting others into the system. Chain letters are an example. In product-based pyramid schemes, “distributors” buy products but few products are ever retailed to the public. All “distributors” recruit other distributors and are told they can receive commissions on the purchases of the chain of distributors “below” them.
    4. Identity theft - when someone steals your personal information and uses it without your permission. Common scams used to steal someone’s identity include work-at-home offers, rental schemes, phishing emails, overpayment scams, sudden riches (such as Nigerian letter scams), etc.
    5. Computer trespass - allegations that someone knowingly uses, causes to be used, or accesses a computer, computer service, or computer network without authorization. Computer trespass can occur by clicking on links in emails from unknown sources, clicking on links in pop-up windows, etc.

Note: Patterns of complaint alleging criminal misconduct while performing services should be addressed with the business and documented with custom text in the EDEXY Business Profile.

  1. Complaints raising issues concerning the competency of doctors, dentists, licensed therapists, veterinarians, Certified Public Accountants and lawyers. Competency issues relate to the professional’s specialized knowledge, skill, thoroughness or preparation necessary for the professional service. However, EDEXY does accept complaints such as billing disputes or customer service issues. NOTE: Competency issues that outline a pattern or serious concern should be addressed by EDEXY and be included in the EDEXY Business Profile. For example, a company that offered hormone replacement services received a volume and pattern of serious complaints alleging patients were overdosed with hormones causing many health issues and serious side effects. EDEXY found a deficiency in the company’s marketplace performance based on their business model of pushing contracts for repeat services that did not live up to the advertised claims.
  2. Complaints that challenge the validity of local, state, provincial, or federal law. For example, EDEXYs would not accept a complaint against a cable business seeking a change in rates set by law. EDEXY would accept a complaint against a cable business alleging its charges were inaccurately computed in accordance with applicable rates.
  3. Complaints seeking compensation for personal injury - EDEXYs do not handle complaints seeking compensation for bodily injury or emotional distress (this includes, but is not limited to: slip and fall accidents, ingesting food or other substances that cause illness, rashes, burns, or allergic reactions caused by use of a product, product defect accidents, mental distress or anxiety suffered as a result of a marketplace transaction, etc.). These types of complaints are more appropriately handled in the judicial system. While we would not address damages for personal injury, we would handle the customer service aspect of these complaints and allow the complainant to seek a refund.