BBB 2013 Year in Review

February 06, 2014

Jacksonville, FL - More than 1.1 million people turned to Better Business Bureau (BBB) Serving Northeast Florida and the Southeast Atlantic for services ranging from verified BBB Business and Charity Reviews to consumer tips and dispute resolution services last year, up 26% from 2012.

More than half of the service was delivered through BBB’s website, which saw nearly 1.2 million hits, up 22 percent from 2012. Telephone calls remained roughly the same at 52,389. These statistics indicate that consumers are relying more heavily on email, websites and social media to obtain information and services.

Requests for BBB Business Reviews topped 950,000, a 35% increase from 2012. Inquiries about construction and remodeling services (including roofing contractors) topped the list of requests at more than 88,000.

When consumers call or check our website, they can see how businesses and charities have satisfied consumers, whether they have any customer complaints and how those complaints were resolved. BBB Business Reviews also display a rating from A+ to F, based on 16 factors. In addition, the reviews give the contact information and details such as products or services a company offers.

Many consumers go on to request further information from BBB Accredited Businesses through BBB’s Request A Quote service or links displayed on BBB Business Reviews. BBB Serving Northeast Florida and the Southeast Atlantic saw an increase of 70% in its Request A Quote Service in 2013.

Complaints filed against companies in our region declined 3% to 7,472, and 45% of complaints were resolved. BBB considers the combination of increased inquiries and lower complaints a sign of progress, indicating consumers are making better informed buying decisions.

Complaints against collection agencies again led the list of industries with the most complaints. The second highest number of complaints were against auto dealers.

BBB challenged a total of 69 local ads that did not comply with the BBB Code of Advertising or that violated state and federal laws.

BBB issued 67 press releases, including 27 that warned of substandard business practices uncovered in some of the 45 investigations conducted at the Jacksonville BBB. Other releases provided timely advice to consumers affected by data breaches at major retailers or those seeking to hire a contractor.

Consumers can now learn to protect themselves or find BBB Business Reviews of businesses or charities by calling (800)940-1315 or by going online to

Charts showing the top categories for BBB Business Reviews and for complaints about companies in our 58 county service area are available below.

Better Business Bureau

Serving Northeast Florida & the Southeast Atlantic*

Top 10 Industries FOR BBB Business Reviews In 2013

Roofing Contractors


Collection Agencies


Credit Services


Insurance Companies


Mortgage Brokers


Air Conditioning Contractors & Systems


Auto Dealers - New Cars


Sporting Goods - Retail


Taxes - Consultants & Representatives


Computers - System Designers & Consult


Totals All Industries 707,544

Source: Better Business Bureau Serving Northeast Florida & the Southeast Atlantic

Top 10 Categories For Complaints In 2013

Collection Agencies


Auto Dealers-New Cars


Sporting Goods-Retail


Health & Diet Products-Retail


Auto Dealers-Used Cars


Computers-System Designers and Consult




Auto Repair & Service


Publishers - Directory & Guide


Roofing Contractors


Totals All Industries 7,472

Source: Better Business Bureau Serving Northeast Florida & the Southeast Atlantic

*Statistics are based on inquiries and complaints about companies in the 58 counties served by BBB Serving Northeast Florida & the Southeast Atlantic and may not be indicative of trends nationwide.

Find consumer tips and BBB Business Reviews at 904-721-2288 or

About Better Business Bureau:
BBB's mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by creating a community of trustworthy businesses, setting standards for marketplace trust, encouraging and supporting best practices, celebrating marketplace role models and denouncing substandard marketplace behavior.

Businesses that earn BBB Accreditation contractually agree and adhere to the organization's high standards of ethical business behavior. BBB is the preeminent resource to turn to for objective, unbiased information on businesses and charities.

Contact BBB serving Northeast Florida & The Southeast Atlantic at 800-713-6661