BETTER BUSINESS BUREAU
of WESTERN MICHIGAN, INC
NEWS RELEASE
News Release #20110101
Issued: 01-18-2011
Contact: Ken Vander Meeden
Email: bbbceo@iserv.net
616.774.8236 - 800.684.3222
www.bbb.org
COMPLAINTS DOWN IN 2010
AND
INQUIRIES UP 49% at
REGIONAL BBB
The Better Business Bureau of Western Michigan reports that complaints were down 5% in 2010 vs. 2009, while the number of inquiries/reports issued was up 40% for the year. This reflects the increased access via the internet as well as consumes being more cautious and careful by checking companies out before making a major buying decision.
Ken Vander Meeden, local BBB president noted:
“Our reliability reports issued being up 49% somewhat explains why our local complaints were down 5% overall last year, more people checking more often for significant purchases actually helps everyone. In addition our “rosters” issued were over 44,000 in 2010 which was also up over 58% as well.”
While complaints within the 38 county region were down 5%; some industries in the TOP TEN were up significantly, almost to the point of alarm. Complaints for cell phones, used cars, new cars, banks, cable TV, and internet shopping all at least doubled regionally.
Vander Meeden noted:
“Consumers became more aggressive in their complaints as well as filing more questionable complaints in a tough economy. We found more anger, angst and anxiety in dealing with upset people last year, including those businesses and consumers not happy with our own BBB services; civility is an issue everywhere, even in western Michigan.”
Over 25,000 regional reports and four million national reports may be found at www.bbb.org.
COMPLAINTS in 2010 BBB-WMI REGION
|
TYPE of Business |
# |
Comments |
- Mfrs/Products
|
944 |
Basically two mfrs. Who have ‘all’ complaints for all divisions come to BBB-WMI; not a problem given overall volume. |
- Gen’l. Auto repair/svc
|
232 |
Older cars, more expense to maintain; search for a good repair shop. |
- Insurance Cos.
|
206 |
Tough economy, claims questioned more often; disputes happen. |
- Cell phone sls/svc.
|
183 |
Doubled in ’10 from 98; has increased every year. |
- Used
auto sales |
173 |
Up from 63 in ’09; find a highly rated accredited business; many options. |
- New Auto Sales
|
170 |
Up from 89 in ’09; again find a good AB and a good value. |
- Banks
|
157 |
Almost triples in ’09 from 59; fees, policies, merger of the month drives constant policy changes causing problems. |
- Cable TV/Satellite
|
146 |
Up from 86 in ’09; sometimes poor service, often crabby customers. |
- Internet Shopping
|
143 |
Doubled from 71 last year but more on line shopping than ever. |
- Wholesale Distributors
|
133 |
New category, everyone wants better service, not just retail. |
INQUIRIES at BBB-WMI in 2010
|
Type of Business |
# |
Comments |
|
1. Multi level selling |
29,058 |
Always #1 in WMI area as thousands of inquiring minds around the world check this company’s report. |
|
2. New Construction /Remodel |
17,246 |
Doubled in past year as smart customers look for solid builders. |
|
3.Insurance cos. |
17,235 |
Up 800 %, everybody shopping insurance these days. |
|
4. Roofing Cos. |
11,312 |
Doubled since ’09; everyone with a ladder and pick up truck is a roofer when construction slows. |
|
5.Windows Sales/Svc |
10,462 |
Up 400% in ’10; heavy advertising and hungry businesses sell hard. |
|
6. Heat/AC/HVAC |
8,305 |
Double in one year; BBB has hundreds of reports; always check with us here. |
|
7. Used Auto Dealers |
7,770 |
Vs. 5,478 last year; more used cars sold= more inquiries if you want a good one. |
|
8. Siding Contractors |
6,854 |
Much more aggressive advertising; many sides to choose from. |
|
9. Mortgage companies |
6,453 |
Double in ’10; more refinancing at lower rates for credit worthy. |
|
10.Auto repair/svc |
6,247 |
Your reputation counts mightily here; business good in tough economy. |
