BBB names top consumer complaints

Time-share companies topped the list of complaints processed by the Better Business Bureau of Southwest Missouri during 2011.

The local BBB receives nearly 300,000 inquiries and processes thousands of complaints annually.

Becky Lucas, communications & operations director for the BBB of Southwest Missouri, said via e-mail that a complaint occurs when a consumer formally files an issue with the BBB against a company in its 24-county service area. The BBB acts as a neutral third party between the consumer and the business in working toward a resolution. Inquiries occur when a consumer or business comes to the BBB for information - often in the form of a BBB Business Review, which holds factual, basic information about  area companies, including complaint information.

The Top 10 complaints by volume were:

1. time-share companies;
2. travel clubs;
3. new automotive parts and supplies;
4. time-share resale companies;
5. used cars from auto dealers;
6. auto repairs and service;
7. shoe inserts and supplies;
8. orthopedic shoes;
9. telephone companies; and
10. telephone and television services.

"Looking at the list and taking into account our service area, the travel industry is large," Lucas said. "This being said, the number of complaints in that industry will undoubtedly be higher. The types of complaints filed in the industries (on the Top 10 list) are in regards to sales practice issues, delivery of product or service issues, customer service issues as well as refund or exchange issues."

She noted that during 2011 the BBB helped to resolve 72 percent of the complaints filed.

Lucas reiterated the prevalence of the travel industry in the inquiries list, and she also pointed to the home repair industry due to the BBB service area's wide variety of storms throughout the year.

The Top 10 inquiries received by the BBB:

1. travel agencies and bureaus;
2. auto repair and service;
3. time-share companies;
4. dog breeders;
5. roofing contractors;
6. operators and promoters of tours;
7. used cars from auto dealers;
8. air conditioning contractors and systems;
9. general contractors; and
10. time-share resale companies.

Complaints can be filed at the Web site of the BBB of Southwest Missouri.
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