Better Business Bureau annual report reveals organization resolved $10 million in disputed complaints


FRESNO – Small business owners find it hard to catch a break. When cash flow is up, something break down. When one employee starts to show their potential, another employee leaves, and when things finally seem to be stabilizing, something comes way out of left field. But the Better Business Bureau Serving Central California & Inland Empire Counties is one entity that is in a position to help, and they have.

Just recently the BBB released its annual report, which highlights some key figures from 2017.

The report details statistics on consumer complaints, customer reviews, accredited business statistics, disputed complaints, and more.

The biggest statistical takeaway from the report was that BBB assisted in resolving over $10 million in disputed complaints. These were complaints where a consumer could not resolve a dispute, and needed BBB’s assistance in resolving the issue at hand.

While BBB does not advocate for either the business or the consumer, the consumers use BBB as a go between to get their message across to the businesses, whether accredited or not.

Accredited Businesses help fund the BBB, and BBB currently has 4,321 of them, up from 4,071 in 2016. Of those that are accredited, nearly 3,000 have the BBB online dynamic seal on their web site, which links to their BBB Business Profile page so consumers can check their rating, view customer reviews and complaints, and get more information on the business.

BBB’s mission is to be the leader in advancing marketplace trust, and in 2017, they continued to maintain their strong influence in the marketplace.

BBB had nearly 2 million web site views (of those, 674,978 were done on a mobile device), 98,068 requested Accredited Business rosters, 8,134 verified customer reviews posted, 241,008 social media mentions, 52 events/speeches, and 2,417 media mentions.

When it comes to complaints, it’s no surprise that the most complained about industry was Online Retailers with 975 complaints. Following that was new Auto Dealers with 433, used Auto Dealers with 260, Auto Repair and Service with 199 and Clothing Retailers with 171 complaints to round out the top five.

Consumer inquires almost mirror the complaints with 163,218 consumer inquiries about Clothing Retailers, 159,042 Online Retailer inquiries, 100,567 General Contractor inquiries, 37,125 Roofing Contractor inquiries and 34,275 inquiries about new Auto Dealers.

Not only was BBB focused on helping consumers when it came to businesses, but BBB also helped them when they needed it the most.

BBB conducted 2,569 Mediations across Fresno, Tulare and Kern Counties, had 6,543 Small Claims and Unlawful Detainer Advisory contacts, and assisted in 81 Autoline Arbitrations.

These Alternative Dispute Resolution services made it possible for people to get help, without having to give in, or go to court.

In all, BBB had a very successful year, and will continue to be committed to building and advancing a better marketplace, a trusted marketplace for all.

Start typing and press Enter to search