Resolving complaints is a hit-or-miss proposition
Cingular Wireless tops the list of TheLocalBBB’s 10 most-complained- about companies in the first six months of the year. Nevertheless, it’s a fine example of a company that has taken a higher road toward resolving complaints.
Cingular has stepped up to not only reduce the number of complaints filed with the BBB, but it also is looking at the underlying causes of the complaints and is working on those issues.
Cingular’s complaints are down for 2006 compared with the same period the previous year, and the time the company takes to resolve complaints has shortened considerably.
Coming in at No. 2 is America’s Choice Reader Service, of Great Falls, Mont., and at No. 5, CRC Fitzgerald, also of Great Falls. When TheLocalBBB assumed responsibility for Montana, we had no idea there were several magazine-sales fulfillment operations in the state. Still, these companies also have responded to all problems reported to the BBB and work to make their customers happy. In fact, like Cingular, the resolution rate for these two companies is 100 percent.
LA Weight Loss placed No. 3 on our list, prompted by the filing of a government action against it in December by the Washington state attorney general’s office. Basically, the company was ordered to issue refunds to any client who felt misled by LA Weight Loss’ sales presentation as it related to supplements used in the diet plan. The attorney general’s office instructed people to file formal complaints with the BBB, driving up LA Weight Loss’s numbers. For a full accounting of the action, see the BBB report at www.thelocalbbb.com.
Unfortunately, the company in the No. 4 spot, ICS Steel Buildings, is just the opposite, with a 0 percent satisfaction rate — as well as criminal charges filed in Spokane County. The owner of the company, Sam Cover, was arrested in July on 26 counts of first-degree theft. Total losses in this case added up to over $300,000.
Two companies that are now apparently out of business make up Nos. 6 and 8. Both Sofa Warehouse of Spokane, No. 6, and Body Electric of Colville, No. 8, left customers without paid-for products or refunds. If the owners ever resurface, and they sometimes do, we are ready to reopen the complaints and work toward resolution of them.
Oliver and Sons, No. 7, is another company where law enforcement got involved. The company was selling ads to businesses in Western Montana with the promise they would appear in a map book, but it never delivered on those promises. Things were quiet for about a year, then principal James Oliver turned up doing the same thing in North Idaho. Calls from media, concerned businesspeople and chambers of commerce led us to put Western Montana law enforcement in touch with their counterparts in North Idaho. Oliver was arrested in Montana and extradited to North Idaho in July.
At No. 9 we have cheaptrips.com, which sells memberships for discount travel opportunities and is headquartered in Idaho.
Last in the top 10 lineup is Segue Performance, of Helena, which offers high-performance car engine repairs and sales. While the company’s complaints are typical for the industry, it has stated that it won’t work with the BBB to resolve problems.
For the first six months we delivered 88,677 pre-purchase reports to help people make smart buying decisions. We handled more than 2,300 complaints, and while only 78 percent of complaints against companies that are not Better Business Bureau members were resolved, we had an impressive 100 percent resolution rate when the issue involved a BBB member.
Here’s what people are calling to ask about before they spend money: contractors and remodelers; electronic equipment sales and service; mortgage companies; new-car dealers; work-at-home offers; roofing contractors; used-car dealers; credit and debt counseling; computer dealers; and insurance companies.
Checking first reduces complaints when the BBB can steer buyers to companies that offer honest goods and services.