Orlando Sentinel
Tuesday, March 20, 2012
ORLANDO — For Lauri and Dan Knowles, the difference between being at the top or the bottom of the local Better Business Bureau's rating scale came down to a single dispute with a customer over a delivery date and refund.
The co-owners of a Winter Park cabinetry business couldn't resolve the customer's complaint, which triggered a fight with the BBB, which slashed their grade from "A+" to an "F" despite seven years of stellar ratings. They refused arbitration and were booted from the BBB in January, a move they have appealed.
The Knowleses' case is a cautionary tale for companies that seek to burnish their brand by joining the BBB accreditation program. A top grade can boost sales; a low grade can drive customers away, especially these days, as savvy consumers can easily search the BBB online guide, along with other Web-based ...