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Have businesses in America gotten worse when it comes to customer service? According to a recent report from the Better Business Bureau (BBB), the answer is a certain "yes."
The non-profit agency based in Arlington, Va. recently released its latest annual report, highlighting its work for 2009. According to the BBB, the organization fielded nearly 1 million consumer complaints against various businesses--a 9.7 percent increase over the previous year.
The top five industries that garnered the most consumer angst: cell phones and services; pay TV (cable and satellite); banks; and new car dealers (details below).
Banks triggered the biggest increase in complaints--42.3 percent--perhaps no surprise following the worst financial meltdown in generations. But auto repair and services, not historically headline-grabbers, were worst in the top 10 for resolving complaints. Only about two-thirds of all complaints--65.9 percent-- were resolved, the BBB reported.
Consumer Reports' experts in the Money & Finance section have great advice on How to be your own consumer watchdog. But undoubtedly, nearly every consumer has a "horror story" to tell when it comes to dealing with a company or business here in the U.S. Share your story below and don't forget to visit our sister site, The Consumerist, and vote for The Worst Company in America 2011.
| Rank | Industry | Total number of complaints | Percentage change over 2008 | Percentage of resolved complaints |
|---|---|---|---|---|
| 1 | Cellular phones service & equipment | 37,477 | 2.1 | 97.4 |
| 2 | Television -Cable, CATV & Satellite | 32,616 | 8.7 | 97.2 |
| 3 | Banks | 29,920 | 42.3 | 95.2 |
| 4 | Auto Dealers - New Cars | 26,888 | -2.4 | 84.1 |
| 5 | Internet Shopping | 21,494 | 9.4 | 71.7 |
| 6 | Collection Agencies | 15,797 | -3.3 | 86.6 |
| 7 | Auto Dealers - Used Cars | 13,686 | 2.5 | 70.8 |
| 8 | Telephone Companies | 13,470 | 11.2 | 96.1 |
| 9 | Furniture - Retail | 13,158 | -2.9 | 78.3 |
| 10 | Auto Repair & Service | 12,736 | 9.5 | 65.9 |
Complaints to Better Business Bureau Up Nearly 10 percent in 2009 [Better Business Bureau]
2009 Complaint and Inquiry Statistics [Better Business Bureau]
—Paul Eng
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