I have been speaking to a lot of members and I just wanted to address some of the questions they have about the BBB rating of Profit Fuel, Below is an explanation from my CEO, when the same questions came up. Thanks for making this available.
The 84 complaints with the BBB were not all resolved - the majority were administratively closed."- The facts: 59 of the 84 complaints are listed as “Resolved” and 25 were listed as “Administratively Closed”. From the BBB website, “Administratively Closed” means “BBB determined that despite the company’s reasonable effort to address complaint issues, the consumer remained dissatisfied” or that we agreed to arbitration or mediation and the customer declined. Also from the BBB website, “On February 7th, 2008 the company met with BBB and expressed a willingness to reduce complaint volume and increase customer satisfaction.” This would not be the response of a company that is not interested in customer satisfaction. Furthermore, the vast majority of the complaints have been on our previous directory products, not Outrank. We used to sell directory products, both for Yahoo and on behalf of our own directories on an annual contract basis. One of the reasons we went away from contracts is that they cause much more skepticism and anger in customers, particularly in those that don’t fully understand what it is they have purchased. Furthermore, the relative value of the Outrank product for the price compared to any other advertising product we’ve offered in the past is amazing.
Every single complaint ever brought to the BBB has been addressed by us. What I did not realize when we signed up with them is that they use the ratio of complaints to EMPLOYEES to come up with their ratings! Given that we had 50 employees at the time, and given that we had 84 complaints that is not so good a ratio. The real problem is that the way they are deriving their ratings, while it may work for the vast majority of customers, is NONSENSICAL for us. We have 84 complaints and 15,444 customers over the same period. That is a very small complaint rate of 1/2 of 1%! Furthermore, we have made millions of phone calls to small businesses. While we would prefer to have zero complaints, in light of the scale of business we are doing, that rate of complaints is actually quite good.