After ensuring that the person making the complaint is, in fact, a client, the BBB then provides the company with an opportunity to comment. If the company does not respond, the BBB will contact the company, provide them with a copy of the complaint, and request a response from the company within 14 days. If the BBB does not receive a response from the company, they will close the case, and the company's inaction will be taken into account for determining the company's rating with the BBB.