We take our reputation very seriously and strive to ensure our customers are satisfied. We evaluate and respond to every written complaint that we receive. Unfortunately, it is impossible to police the internet for every inaccurate, incomplete, or unfair comment about Sedona Pines.
For example, the Better Business Bureau of Central, Northern, and Western Arizona (“BBB”) publishes an “F” rating for Sedona Pines. However, Sedona Pines is not a member of the BBB. The BBB bases its ratings on its own criteria, which may not include accurate information about the companies it is “rating.” Sedona Pines has tried to work with the BBB to ensure it has accurate information, but the BBB has resisted our efforts. Sedona Pines provided the following information to the BBB.
We come in contact with 64,000 consumers per year and according to the BBB, Sedona Pines had 39 complaints over the past three years. This is an average of one complaint for every 4,923 consumer we come in contact with, or a .0002% complaint percentage. We do not understand how a 99+% consumer satisfaction rating can result in an “F” BBB rating. This satisfaction rating does not even take into account the merits of the 39 complaints, how, they were resolved, or whether the consumer was ultimately satisfied.
There are other resorts with a much larger number of complaints with the BBB that receive an “A+” rating. Perhaps their rating has something to do with their membership in the BBB? Other branches of the Better Business Bureau have run onto trouble for their conduct:
http://www.youtube.com/watch?v=Yo8kfV9kONw
Please consider this information before drawing conclusions about Sedona Pines based on the BBB’s rating. If you have any questions or concerns, please contact our Vice President Kaye Du Van.