I disagree with the customer’s version of the complaint and want it removed.

In the United States, BBB’s right to develop and issue Business Profiles is protected by the First Amendment guarantees of freedom of speech and freedom of the press, including BBB’s right to report on and publish complaints.  BBB complaints cannot be removed and appear online for three years from the date they are filed. Your best course of action is to respond, professionally and appropriately, and share your side of the story, keeping in mind that both the customer’s original complaint and your responses will be publicly available.  Learn more about BBBs Right to Report.