Better Business Bureau Announces Top Ten Complaint Categories
The Better Business Bureau Serving Metropolitan New York has announced its annual top ten complaint categories, listing those business categories which received the most complaints in 2012. The announcement was made during National Consumer Protection Week (March 3-9, 2013), a coordinated campaign that encourages consumers nationwide to take full advantage of their consumer rights and make better-informed decisions.
The Metro New York BBB top ten complaint categories for 2012 are as follows:
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Financial Services
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Publishing and Communications
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Retail
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Mail Order and Sweepstakes
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Automotive
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Consumer Electronics
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Health, Beauty and Fitness
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Home Improvement
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Home and Office Furnishings
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Internet Sales and Services
Financial Services was once again the most complained about business category in 2012, with more than 6,600 complaints logged with the Metro NY BBB. Complaints in this category were filed against banks, accountants, insurance providers, mortgage and investment brokers, debt consolidation companies, collection agencies, as well as firms offering loans, credit card plans, portfolio management, and tax preparation services. Complaints about firms in this category generally involve non-delivery of product or service, dissatisfaction with product or service received, credit and billing issues, advertising, failure to provide promised adjustments, selling practices and failure to provide service.
The Publishing and Communications category ranked second, with over 4,600 complaints made to the Metro NY BBB. This category covers cable television service, broadcast, online and print media publishers, terrestrial and satellite radio, television stations, and cellular and traditional telephone service providers. Complaints about firms in this category generally involve non-delivery of ordered merchandise or services, credit and billing issues, selling practices and failure to provide promised adjustments.
The Retail category was in third place with more than 3,500 complaints. This category consists of retailers such as department stores, convenience stores, newsstands, book stores, variety stores, consignment shops, apparel retailers, toy stores, book stores, video sales & rental, shoe stores, baby accessories, and other types of retail establishments. Complaints in this category concern credit and billing issues, advertising and selling practices.
The Metro New York BBB received a total of 60,000 complaints in 2012. Consumers made 3.4 million inquiries to the Metro New York BBB about businesses and charities via the internet, phone, and in-person visits. Inquiries jumped up 42% from 2011.
“We are very pleased with the trends we are seeing at the Metro New York BBB in terms of consumer empowerment,” said Claire Rosenzweig, President and CEO of the Better Business Bureau Serving Metropolitan New York. “We are seeing a significant rise in the number of inquiries about businesses and a decline in the number of complaints. Consumers seem to be doing their homework and checking out businesses FIRST.”
Nationally, cellular telephone service and equipment was atop the list of business categories with the most complaints for BBB system-wide in 2012. Auto dealers and television service providers (cable, CATV and satellite) took the #2 and #3 spots on the national list:
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Cellular Telephone Service & Equipment
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Auto Dealers – New Cars
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Television – Cable, CATV & Satellite
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Collection Agencies
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Telephone Communications
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Auto Dealers – Used Cars
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Telephone Companies
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Internet Shopping
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Auto Repair & Service
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Furniture – Retail
In its 100th year, BBB broke all records for consumer services. Consumer inquiries were up 20%, from just over 103 million in 2011 to 124.5 million in 2012 (inquiries are primarily consumers looking up a specific business or searching for a business in their area at bbb.org or via the mobile app). Total instances of service (online and in person) topped 180 million, up from 142.5 million in 2011, a 27% percent increase.
The number of complaints against businesses handled by BBB in 2012 was 984,721, up more than six percent 2011. National charity reports viewed on Give.org were up from three million in 2011 to five million in 2012, due in part to a new, easier-to-read reporting format.
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