Media contact: Janet C. Hart, APR, CFEE (704) 927-8617 office
Consumers Inquiries Soar by 21 Percent to 1.8 Million
CHARLOTTE, N.C. –The Better Business Bureau released its annual report for 2012 for consumer activity related to businesses located in the BBB’s 20 county service area in the Southern Piedmont of N.C. and S.C.
This report includes statistics on consumer inquiries, consumer complaints, settlement rate for complaints filed, and the top five types of businesses that generated the most complaints.
Consumer inquiries: In 2012, consumer inquiries about local businesses increased by 21 percent to 1,826,795 compared to 1,510,736 consumer inquiries in 2011.
“Consumers understand how important it is to make careful pre-purchase decisions and are checking out businesses now more than ever,” said BBB President Tom Bartholomy.
“We hope this trend continues upward because it means that consumers are doing their homework and are less likely to be ripped off.”
Consumer complaints: In 2012, consumers filed 13,142 complaints against area businesses, up from 12,913 complaints filed in 2011, a two percent increase.
“After two years of decline, the number of complaints filed against businesses increased this past year,” said Bartholomy.
“We are seeing a relatively new trend with consumers filing complaints against businesses for smaller dollar amounts that are in dispute," Bartholomy continued.
"In previous years, consumers wouldn’t necessarily file a complaint with the BBB if they were owed $25 or $50. Now, consumers are filing complaints even when very small amounts are in dispute, $5 for example,” said Bartholomy.
Complaint settlement rate: The overall settlement rate for all complaints filed by consumers in 2012 was 88 percent compared to 87 percent for 2011.
The top five types of businesses with the most complaints are:
2012:
1. Auto dealers – new cars
2. Television – cable and satellite
3. Auto repair services
4. Collection agencies
5. Auto dealers – used cars
2011:
1. Auto dealers – new cars
2. Auto repair services
3. Roofing contractors
4. Television – cable and satellite services
5. Auto dealers – used cars
Consumers can visit BBB to check out businesses or to file a complaint against a business.
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