St. Louis, Mo., Jan. 14, 2014 - More than 7.7 million people turned to Better Business Bureau (BBB) Serving Eastern Missouri & Southern Illinois for services ranging from verified BBB Business and Charity Reviews to consumer tips and dispute resolution services last year, up 13 percent from 2012.
More than half of the service was delivered through BBB’s website, which saw nearly 4.9 million hits, up 8 percent from 2012. Telephone calls declined 40 percent to 43,419, an indication that consumers are relying more heavily on email, websites and social media to obtain information and services.
Businesses earning BBB Accreditation grew to 5,538, up 2 percent from 5,442 in 2012.
Requests for BBB Business Reviews topped 2 million, a 22 percent increase from 2012. Inquiries about construction and remodeling contractors topped the list of requests at more than 149,000, followed by inquiries about roofing and guttering contractors.
When consumers call or check our website, they can see how businesses and charities have satisfied consumers, whether they have any customer complaints and how those complaints were resolved. BBB Business Reviews also display a rating from A+ to F, based on 16 factors. In addition, the reviews give contact information and details such as products or services a company offers.
Many consumers go on to request further information from BBB Accredited Businesses through BBB’s Request A Quote service or links displayed on BBB Business Reviews.
Complaints filed against companies in our region declined 4.5 percent to 20,851, and 88 percent of complaints were resolved, up from 81 percent in 2012. BBB considers the combination of increased inquiries and lower complaints a sign of progress, indicating that consumers are making better informed buying decisions.
Complaints against the cable, television and satellite companies again led the list of industries with the most complaints. The second highest number of complaints was against auto service contract companies.
The number of Accredited Charities meeting the BBB’s 20 Standards of Charity Accountability grew 22 percent to 200 at the end of 2013. The number of local BBB Charity Reviews available on BBB’s website was up 11 percent to 1,004.
BBB challenged 322 local ads that did not comply with the BBB Code of Advertising or that violated state or federal laws.
BBB issued 140 press releases, including 60 that warned of substandard business practices uncovered in some of the 238 investigations conducted at St. Louis BBB. Other releases provided timely advice to consumers affected by data breaches at major retailers or those seeking repair contractors after major storms.
Consumers can learn how to protect themselves or find BBB Business Reviews of businesses or charities by calling (314) 645-3300 or by going online to www.bbb.org.
Charts showing the top categories for BBB Business Reviews and for complaints about companies in our 92-county service area are available below.
Contacts (News Media Only): Michelle Corey, President & CEO, 314-645-0606, email@example.com, or Chris Thetford, Vice President-Communications, 314-584-6743 or 314-681-4719 (cell), firstname.lastname@example.org
Better Business Bureau
Serving Eastern Missouri & Southern Illinois*
Top 10 Industries For BBB Business Reviews In 2012
Home Construction/Remodeling Contractors
Roofing & Guttering Contactors
Auto Service Contract Firms
Auto Dealers - Used Cars
Auto Repair Shops
Heating/Air Conditioning Contractors
Lawn & Landscaping Contractors
Source: Better Business Bureau Serving Eastern Missouri & Southern IllinoisTop 10 Categories For Complaints In 2013
||Television Cable/Satellite Contractors
||Home Construction/Remodeling Contractors
||Auto Service Contract Companies
||Auto Dealers - Used Cars
||Health & Medical Services
||Auto Dealers - New Cars
||Auto Repair Shops
||Roofing & Guttering Contractors
||Telephone/Cellular Telephone Services
Source: Better Business Bureau Serving Eastern Missouri & Southern Illinois
*Statistics are based on inquiries and complaints about companies in the 92 counties served by BBB Serving Eastern Missouri & Illinois and may not be indicative of trends nationwide.