BBB Serves Even More People In 2009 And Releases Top Ten Lists

April 02, 2010

DAYTON, OHIO, March 15, 2010 - Your Better Business Bureau’s continuous message is to Start With Trust. To people looking for businesses to hire, your BBB is the resource to find unbiased and reliable information that evaluates the trustworthiness of companies based on a set of high standards so they can have confidence in their choices. More and more people are taking your BBB’s sage advice as is illustrated by the increases in the instances of services your BBB provided last year and number of marketplace disputes it handled. Today, your BBB releases its top ten industries for inquiries and complaints in 2009.

In 2009, your Better Business Bureau provided nearly 1.4 million instances of service, an 11 percent increase over its previous record in 2008. Most people were checking companies out before making purchases. About 245,000 business reliability reports were requested in 2009. Your BBB also handled more complaints than ever before, processing about 6,600 complaints in 2009, 12 percent over 2008. Its Web site,, had nearly 267,000 separate Web site visits last year with over one million Web pages viewed.

Your Better Business Bureau is releasing its top ten industries for 2009. The first list is the most called or inquired about industries. The second lists the industries which received the most complaints in 2009.

Top Ten Inquiries
1.       Home Improvement*
2.       Heating & Air Conditioning                       
3.       Roofing Contractors
4.       Tree Service
5.       Plumbing Contractors 
6.       Credit Cards & Plans
7.       Mortgages
8.       Local Charities
9.       Landscape Contractors
10.     Auto Repair & Service

Top Ten Complaints
1.       Credit Cards & Plans
2.       Home Improvement*
3.       New Car Dealers
4.       Mortgages
5.       Real Estate Management
6.       Tree Service
7.       Roofing Contractors
8.       Heating & Air Conditioning
9.       Television - Cable & Satellite
10.     Tax Preparation

Auto repair and service is new to the inquiry list this year. Your BBB believes this is a result of the economy and people keeping their vehicles longer. When repair issues come up, people are checking out BBB reliability reports on mechanics before taking their cars in for repairs. BBB reliability reports can help people select who to do business with. They state if a business is BBB Accredited or not, share the number of complaints filed about businesses and how they responded to them and include a rating for the businesses, which ranges from an A+ to F, similar to the grading system used by schools.

John North, BBB president and CEO, says, “Like most businesses, many people are turning to the Web to research companies. We’ve seen a significant increase in the use of our Web site by the public, whether they’re businesses or consumers. In fact, use is up about 80 percent over 2008. We expect these numbers to continue climbing in the coming years as people continue turning to the Web for information.”

New to the complaint list is roofing contractors. Your BBB attributes the inclusion of roofing contractors on the list a result of work done due to damage during the 2008 windstorm. It took time for people to discover work wasn’t done as they expected and are now turning to contractors for help correcting the issues.

The tax preparation industry is new to the complaint list due to a large company in the industry doing business nationwide being headquartered in the Miami Valley. All complaints against this company nationwide are handled by this BBB. The local BBB just started handling all the company’s complaints locally last year.

John North adds, “The economy has had a significant impact on your BBB’s workload because people are being more careful and selective as they shop. They want to be sure they spend their money with trustworthy operations not disreputable ones. And, that’s where your BBB can help, whether your using our Web site (, calling us (937-222-5825 or 800-776-5301) or stopping in our office (15 W. Fourth St., Ste. 300, Dayton).”

John North continues, “I encourage people to also look for businesses that are BBB Accredited. These organizations build trust, advertise honestly, tell the truth, are transparent, honor promises, are responsive, safeguard your privacy and embody integrity. Our philosophy is BBB Accreditation - Don’t do business without it.”

Additional information about the industries on your Better Business Bureau’s top ten lists is attached.

About Your BBB Serving Dayton and the Miami Valley
Your BBB is an unbiased nonprofit organization that sets and upholds high standards for fair and honest business behavior. Businesses earning BBB Accreditation contractually agree and adhere to the organization’s high standards of ethical business behavior. Your BBB provides objective advice, free business BBB Reliability ReportsTM and charity BBB Wise Giving ReportsTM and educational information on topics affecting marketplace trust. To further promote trust, your BBB also offers complaint and dispute resolution support for consumers and businesses when there is difference in viewpoints. The first BBB was founded in 1912. Today, 126 BBBs serve communities across the U.S. and Canada, evaluating and monitoring nearly 4 million local and national businesses and charities. Your BBB serving Dayton and the Miami Valley serves Montgomery, Greene, Clark, Darke, Miami, Preble, Shelby and northern Warren counties. Please visit for more information about your BBB.