I have had similar experiences with businesses before. I may be wrong, but I'm not sure the BBB actually takes action. In our state, the Attorney General's office has a unit which handles these types of matters. A consumer can file a claim with them, and they basically try to work it out. Sometimes (not in my case), they find criminal activity and prosecute. That's the way I would go if you are unable to get it taken care of yourself. Just be sure to have everything documented. Our AG has such a reputation, I have only mentioned filing a claim in the past and the problem was immediately resolved.
Good luck with this.
I hate it when things like this happen!!