I'm thinking no, you shouldn't pay the balance if you're honestly not getting what you paid for. The better business bureau isn't going to give you your money back, they may suggest to the business in question to remedy the situation, granted the remediation is reasonable, but they cannot force said business to to give you your money back.
I agree with Tuck646. File the complaint first. We were charged with cost on a service not received and tried to work it out but to no avail. Filed a complaint with BBB and waited. Well worth the wait.
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