BBB: Year End 2011 Report
January 10, 2012

This report includes statistics on consumer inquiries, consumer complaints, settlement rate for complaints filed, and the top ten types of businesses that generated the most inquiries and complaints.

Consumer inquiries: In 2011, consumer inquiries about local businesses increased by 10 percent to 312,401, compared to 283,426 consumer inquiries in 2010.

“In a down economy, consumers are making careful pre-purchase decisions and checking out businesses with the BBB now more than ever,” said BBB President Jim Camp.

The top ten types of businesses with the most inquiries:

2011:

Internet Marketing Services

Home Builders

Roofing Contractors

Movers

Hotels-Reservations

Heating & Air Conditioning

Auto Dealers-Used Cars

Travel Agencies & Bureaus

Construction & Remodeling Services

Auto Repair & Service

Consumer complaints: In 2011, consumers filed 4,049 complaints against area businesses, up from 3,927 complaints filed in 2010.

Complaint settlement rate: The overall settlement rate for all complaints filed by consumers this past year increased to 70 percent from 67 percent in 2010.

The top ten types of businesses with the most complaints:

2011:

Taxes-Consultants & Representatives

Mail Order & Catalog Shopping

Travel Agencies & Bureaus

Auto Dealers-New Cars

Auto Repair & Service

Movers

Heating & Air Conditioning

Auto Dealers-Used Cars

Television-Cable

Travel Clubs

The BBB encourages consumers to make informed, pre-purchase decisions by checking out businesses online at bbb.org or by calling the BBB at 843 766-9616 or 803 254-2525