[jerbearito]

I don't understand why they need to "substantiate" their opinion, but the commenter they're replying to wouldn't need to substantiate their anecdotal evidence. They can "literally" claim anything.

I do think Mindless2112's experience is common with larger businesses, making the BBB potentially more effective in those cases than online review sites like Google or Yelp. Also, do those sites send complaint letters? I don't know.

[elashri]

There is a miles of difference between providing one specific claim based on experience that does not claim that this happens with all businesses. Vs the other claim that BBB complaints doesn't work and is no more than a glorified lists in general.

[jerbearito]

Agreed! My question remains – why does one need to be substantiated while the other doesn’t?