BBB Annnounces the Top Industries for Inquiries, Complaints in 2012. Consumers Turned to BBB in Record Numbers to Find Trusted Businesses

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BBB Announces the Top Industries for Inquiries, Complaints in 2012. Consumers turned to BBB in record numbers to find trusted businesses and for help dealing with unresponsive companies

" There are thousands of free and subscription websites to offer information. We exist, and always have, to ensure that consumers and businesses have an unbiased source to guide them on matters of trust."

Better Business Bureau (BBB) provided services to consumers and businesses a record of 1.8 million times last year, reflecting the need to Start with Trust is resonating with our Central Ohio marketplace more than ever as they turned to the Better Business Bureau for advice, consumer tips and other information.

“The BBB is the go-to source for information on how businesses conduct themselves with customers, suppliers and other companies,” said Kip Morse, President of the BBB serving Central Ohio. “There are thousands of free and subscription websites – reviews, reports, directories, listing and gripe sites that offer a range of information. We exist, and always have, to ensure that consumers and businesses have an unbiased source to guide them on matters of trust.”

Requests for BBB Business Reviews jumped to 1.5 million in 2012. BBB Business Reviews reflect customers’ experience with businesses over a three-year period. Grades are based on 16 factors; including how long a company has been in business, how it handles disputes and whether complaints are addressed promptly, among other variables.

Central Ohio consumers filed more than 15,000 complaints with BBB serving 21 counties in Central Ohio. Complaints are filed against accredited and non-accredited businesses alike. The majority of complaints filed concerned billing or collection issues followed by customer service disputes. Most continue to be resolved through BBB conciliation efforts, but an increasing number of businesses also participate in mediation and legally binding arbitration when needed to resolve disputes.

Mortgage Brokers, Construction and Remodeling led the list of most inquired about companies again last year, with auto dealers, credit card companies, and roofing contractors falling next in line.

In 2012, BBB’s services continued to be impacted by the convenience of online access to BBB information and services. was visited over 1.3 million times.

BBB’s overall instances of services in 2012 reflect the strong role of BBB’s programs and services in Central Ohio. The amount of goods and services checked through your BBB reached over $18 billion, based on the dollar amount of products and services involved with inquiries and disputes.

“BBB helps consumers find and recommend businesses, brands, and charities they can trust. Every time a consumer or a business gets out their wallet or their checkbook to buy a product or service or donate to a charity, we can help,” Morse said.

Collection agencies and credit card companies remain at top of the complaints list in 2012, while insurance companies are new to the list this year.

At year-end, 5,253 accredited businesses were committed to BBB’s high standards of trust and the resolution of marketplace disputes, including arbitration, if needed. This represents a very positive commitment by BBB accredited firms to stand behind their products and services, and to ensure proper resolution of any disputes that may arise.

1.    Collection Agencies
2.    Credit Card Companies
3.    Furniture Companies
4.    Lawn Maintenance
5.    Insurance Companies
6.    Clothing Stores
7.    Auto Dealers - New
8.    TV-Cable, & Satellite
9.    Auto Dealers - Used
10.     Telephone Companies

1.    Mortgage Brokers
2.    Construction & Remodeling
3.    Auto Dealers – Used Cars
4.    Credit Card Companies
5.    Roofing Contractors
6.    Collection Agencies
7.    Insurance Companies
8.    Heating & Air Conditioning
9.    Home Builders
10.     Auto Repair & Service

BBB’s consumer services are offered free and are available locally, nationally, online, and in person. Consumers may obtain Business Reviews 24 hours a day by going online to or by calling 614-486-6336.     

About BBB
BBB of Central Ohio serves Columbus and 21 surrounding counties as a leader in advancing marketplace trust by encouraging best practices, celebrating role models, and denouncing substandard behavior. BBB sees trust as functions of respect, ethics, intent, delivering results and addressing concerns. Businesses and charities that earn BBB Accreditation have agreed to live up to our high standards and principals for trust. BBBs provide free and easily accessible Business Reviews on businesses, Wise Giving Reports on charities, educational information, objective advice, and dispute resolution of marketplace complaints. The first BBB was founded in 1912, and today a network of 116 local BBBs serve communities across the U.S. and Canada, evaluating and monitoring more than 4 million businesses and charities. Please visit for more information about BBB.

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Joan Coughlin
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