BBB Sets New Record for Services in 2013

Consumer demand for the free services provided by Better Business Bureau continues to grow.
January 29, 2014



Sue A. McConnell

(216) 623-8960

For Immediate Release - January 29, 2014 BBB Serving Greater Cleveland issued over 1,152,000 reviews on businesses and charities in 2013,
compared to 978,000 the previous year.  “While overall demand for our services increases annually,” said BBB president, David Weiss, “hitting the one million mark is indicative of the value placed on BBB pre-purchase information.”


Businesses in the following industries (ranked in order) received the largest numbers of consumer inquiries (an inquiry is not a complaint, but rather, a request for BBB's rating on the business):


Construction & Remodeling/General Contractors

Roofing Contractors

Collection Agencies

Health & Medical Services

Used Auto Dealers

Mortgage Brokers

Finance & Loan Companies

Auto Repair & Service


New Auto Dealers


Which businesses generated the most inquiries?  Life Line Screening topped the list with over 33,000 requests for its BBB Business Review. This “A+” rated company does business nationwide and is in one of the more active inquiry-generating industries. LRS Litigations – a deceptive collection service that uses robocalls to leave phone messages threatening legal actions over purported unpaid debts – received over 11,000 BBB Business Review requests. To date, this “F” rated business also has 295 consumer complaints on file.


Complaint Detail also Popular with Consumers -Since September, 2011, BBB Business Reviews include published details of complaints filed online.  This includes the text of the initial complaint from the consumer as well as the company’s response. To date, BBB has published over 10,800 complaints. In 2013 alone, consumers read more than 115,000 pages of complaint detail.


Customer Reviews – BBB also offers consumers the opportunity to post reviews – good and bad – about local businesses.  Reviews are displayed in a company’s BBB Business Review.  Consumers viewed over 42,000 pages of customer reviews in 2013.


Complaint Totals Consistent – BBB Serving Greater Cleveland closed 9,717 consumer complaints concerning businesses located within our service area (Ashtabula, Cuyahoga, Geauga, Lake, and Lorain counties) during 2013, compared to 9,702 the previous year.


The top ten industries about which Cleveland-area consumers filed complaints with BBB’s (ranked in order) were:


Phone Service (including cell phones)

Used Auto Dealers

New Auto Dealers

TV/Cable Services

Collection Agencies



Roofing Contractors

Internet Shopping

Department Stores


Unanswered Complaints vs. Travel Club Soar Now or Never Travel of Westlake failed to respond to 81 complaints in 2013 – the largest number of unanswered complaints for one business. Consumers filed complaints after purchasing pricey travel club memberships and not receiving either promised refunds for cancelled memberships or promised rebates on airfare and hotel expenses.  The Ohio Attorney General sued this business in June, 2013.

BBB offers Business and Charity Reviews, and helps consumers resolve disputes with businesses throughout North America – regardless of the company’s BBB accreditation status.  All BBB services can be accessed at no charge at