January 20, 2012 – Columbus, OH – A wide range of industries topped the lists of business categories that brought the most complaints and the most inquiries to the Better Business Bureau serving Central Ohio in 2011. The need to Start with Trust is resonating with consumers and businesses as they turned to the Better Business Bureau of Central Ohio more than 1.7 million times last year.
“The BBB is the go-to source for information on how businesses conduct themselves with customers, suppliers and other companies," said Kip Morse, President of the BBB serving Central Ohio. “BBB Business Reviews can help consumers make wise choices in tough times. Consumers were more cautious, not only about what they bought, but from whom they bought items. And especially in a tough economy, consumers are more likely to let it be known when they’re not satisfied, and the increases in our inquiry and complaint services reflect these times.”
Requests for BBB reports on businesses jumped to 1,200,000 in 2011. BBB Business Reviews reflect customers’ experience with businesses over a three-year period. Grades are based on 16 factors, including how long a company has been in business, how it handles disputes and whether complaints are addressed promptly, among other variables.
Central Ohio consumers filed more than 13,000 complaints with BBB serving 21 counties in Central Ohio. Complaints are filed against accredited and non-accredited businesses alike. The majority of complaints filed concerned billing or collection issues followed by customer service disputes. Most continue to be resolved through BBB conciliation efforts, but an increasing number of businesses also participate in mediation and legally binding arbitration when needed to resolve disputes.
“Businesses operating in tough markets with small margins are constantly searching for points of competitive advantage, and effective complaint handling can be a key differentiator. A complaint offers a superb opportunity to transform an unhappy customer into a loyal customer,” said Morse. “BBB’s complaint settlement services provide businesses a fair and equitable way to resolve disputes and avoid high legal costs, and assist consumers to seek recourse and achieve a fair settlement.”
In 2011 BBB’s services continued to be impacted by the convenience of online access to BBB information and services. Consumers requested over 1,215,000 free business reviews on companies and charities with who they were looking to do business.
BBB’s overall instances of services in 2011 reflect the strong role of BBB’s programs and services in Central Ohio. The amount of goods and services checked through your BBB reached over $15 billion, based on the dollar amount of products and services involved with inquiries and disputes.
“BBB helps consumers find and recommend businesses, brands, and charities they can trust. Every time a consumer or a business gets out their wallet or their checkbook to buy a product or service or donate to a charity, we can help,” Morse said.
Credit card companies remain at top of the complaints list in 2011 as a result of the major trends in the credit card industry. New to the top ten list in 2011 are auto-glass window repair and property management companies. Auto dealers, collection agencies, and service related industries remain on the top complaint list categories in 2011.
At year-end, 5,213 accredited businesses were committed to BBB’s high standards of trust and the resolution of marketplace disputes, including arbitration, if needed. This represents a very positive commitment by BBB accredited firms to stand behind their products and services, and to ensure proper resolution of any disputes that may arise.
Complaints
1. Credit Card Companies
2. Furniture-Retail
3. Lawn Maintenance
4. Auto Dealers – New Cars
5. Clothing- Retail
6. Auto Dealers – Used Cars
7. Collection Agencies
8. TV-Cable, CATV & Satellite
9. Auto Repair – Windshield, Glass
10. Property Management
Inquiries
1. Auto Dealers – Used Cars
2. Mortgage Brokers
3. Roofing Contractors
4. Construction & Remodeling Services
5. Heating & Air Conditioning
6. Collection Agencies
7. Insurance Companies
8. Auto Repair & Service
9. Home Builders
10. Auto Dealers- New Cars
BBB’s consumer’s services are offered free and are available locally, nationally, online, and in person. Consumers may obtain Business Reviews 24 hours a day by going online to www.centralohio.bbb.org or by calling 614-486-6336.