BBB's Top 10 Complaints and Inquiries for 2016

January 12, 2017


Vancouver, BC – 2016 was another busy year for BBB serving Mainland BC. We received nearly 6000 complaints, published over 4000 BBB verified customer reviews, and fielded over 2 million inquiries through our website. That’s a lot of work to stuff into one year, not to mention our other big projects like Top 10 Scams, our coveted Torch Awards, and dozens of public and trade show appearances. Now that the smoke has cleared, we can now show the public the Top 10 industries that get the most complaints, and the Top 10 types of businesses that people inquire about when looking for a service provider.

“Some of the types of business that get the most complaints do so because they are very large businesses, we expect that,” says Evan Kelly, Senior Communications Advisor for BBB serving Mainland BC. “Others have little oversight when it comes to guidelines and regulations.”

The Top 10 Complaints by Type of Business:

• Parking Lots and Garages: 218 complaints
• Stereo Systems – Dealer (typically big box electronics stores): 200 complaints
• Automobile Dealers – New Cars: 144 complaints
• Movers: 141 complaints
• Telephone Service: 109 complaints
• Furniture Dealers: 107 complaints
• Home décor, Accessories & Gifts – Online: 105 complaints
• Collection Agencies: 103 complaints
• Plumbers: 102 complaints
• Loans: 95 complaints

“There are a lot of complaints in these industries that deal with contract issues, refund issues, and billing or payment problems. In other cases such as the moving industry, we find a plethora of delivery and timing issues,” adds Kelly. “Advance fee loan companies are another problem that we deal with on a weekly basis. Those complaints are harder to deal with because these lending companies are fly-by-night and know full well they are scamming people.”

The Top 10 BBB Inquiries by Type of Business (Accredited and non-Accredited):

• Roofing Contractors: 69,613 inquiries
• Movers: 67,637 inquiries
• Plumbers: 65,235 inquiries
• Used Car Dealers: 56,433 inquiries
• Renovation Contractors: 54,580 inquiries
• Heating Contractors:33,630 inquiries
• General Contractor: 33,447 inquiries
• Car repair: 29,112 inquiries
• Landscape Contractors: 27,902 inquiries
• Painters: 25,799 inquiries

“What BBB means by inquiry is that a consumer has searched our database for information on a type of business or particular business,” says Kelly. “The consumer may be looking to hire a service provider and wish to view their BBB Business Profile or they may be looking for information on a company they think might be questionable. With 98 thousand BC businesses in our database, there is lots of information to share.”


Media Contacts:

Evan Kelly, Senior Communications Advisor
BBB Serving Mainland BC
Phone: 604-488-8702
Mobile: 604-505-2307
404-788 Beatty Street
Vancouver, BC
V6B 2M1

About BBB:

For more than 100 years, Better Business Bureau has been helping people find businesses and brands they can trust. In 2016, people turned to BBB more than 165 million times for BBB Business Reviews, all available for free at BBB Serving Mainland B.C., founded in 1939 and serving the Lower Mainland, Thompson-Okanagan, Northern, Central and Southern Interior BC, and the Yukon, is one of over 100 local, independent BBBs across North America. In 2016, consumers turned to BBB Serving Mainland B.C. more than 2 million times for Business Reviews and processed 7,500 complaints.