Dallas, TX, February 8, 2010 -- In 2009, the Better Business Bureau serving Dallas and Northeast Texas provided a total of 3,797,053 instances of service, up 68% from 2008.
The largest increases were in services for pre-purchase inquiries, including BBB Reliability Reports, Accredited Business rosters, and Request a Quote Referrals. Consumers can start at
www.bbb.org to check out a business, find a BBB Accredited Business, or request a quote.
In 2009, visits to the Web site jumped to 1,653,881 visits, totaling 146% over 2008. Two programs contributed to this increase:
• An initiative for Search Engine Optimization (SEO) that boosted the placement of BBB pages in search engine results, drawing more visitors to the BBB Web site, and
• The BBB Dallas TV campaign that expanded to 856 spots on three local network affiliates, directing more viewers to the BBB Accredited Business pages on the Web site.
Inquiries Most contacts to the BBB are pre-purchase inquiries from customers who want to check out a particular business or find BBB Accredited Businesses. The BBB provides Reliability Reports on both BBB Accredited Businesses and non-accredited businesses. BBB Reliability Reports give basic information on a business, including whether the business is BBB accredited, and show the BBB Rating for the business on a scale from A+ to F.
While most BBB Reliability Reports are provided through the Web site, some are accessed through the BBB’s Automated Information Line, which handled 85,324 calls in 2009.
In 2009, there were 1,422,499 requests for Reliability Reports to BBB Dallas, up 18% from 2008. The types of business with the most inquiries were:
1. Debt Settlement – 82,121
2. Roofing Contractors – 54,867
3. Internet Shopping – 47,888
4. Air Conditioning Contractors – 34,370
5. Electric Companies – 27,940
6. Moving & Storage – 22,469
7. Home Builders – 20,823
8. Foundation Repair – 20,766
9. Plumbing Contractors – 19,229
10. Auto Dealers – New Cars – 18,788
The BBB also provides tips on marketplace issues and refers consumers to other BBBs or agencies when indicated. For complaints that are out of BBB purview or otherwise cannot be handled, the BBB suggests other steps.The BBB provided 8,142 instances of counseling and referral in 2009.
Complaints The BBB accepts customer complaints on businesses. Complaints may be filed online at
www.bbb.org by clicking “File a Complaint”, or may be sent in a letter. The BBB sends complaints to the business and asks for a response. Then the BBB checks with the customer to see if the matter is resolved. The outcome of the complaint may affect the BBB rating for the business.
In 2009, BBB Dallas received 32,871 complaints, about the same as the previous year (33,966 in 2008). The top types of businesses with complaints were:
1. Telephone Companies – 1,302
2. Debt Settlement – 1,070
3. Electric Companies – 972
4. Auto Dealers – New Cars – 752
5. Video Sales & Rentals – 679
6. Consumer Finance & Loan – 652
7. Advertising – Directory & Guide – 601
8. Collection Agencies – 512
9. Dating Service – 422
10. Mortgage Processing – 401
BBB arbitration is available to BBB Accredited Businesses to help resolve complaints. In BBB arbitration, a trained community volunteer conducts a hearing. Both the business and consumer agree to abide by the arbitrator’s decision. In 2009, BBB Dallas administered 38 arbitration hearings, up 31% from 2008.
Advertising Review Fulfilling its original mission to promote truth in advertising, the BBB conducts a local advertising review program. The BBB monitors local ads and also receives complaints from the public. The ads are reviewed for compliance with the BBB Code of Advertising, which sets out basic principles for truthful advertising.
For ads that may not meet BBB standards, the BBB contacts the advertiser and asks that the claims be substantiated, modified, or discontinued. The outcome of an advertising review case may affect the BBB rating for a business.
In 2009, BBB Dallas closed 137 cases of advertising review, up 32% from 2008. In these cases, most businesses responded to the BBB and either substantiated, modified, or discontinued the challenged claims.
Investigations Some advertising review cases and reviews of business records involve further research or result in attention from regulatory or law enforcement agencies, or media coverage. In 2009, BBB Dallas completed 15 investigations.
Communications The BBB in Dallas is engaged in communications designed to encourage consumers and businesses to contact the BBB, to provide informative and helpful marketplace information, and to help warn consumers and businesses about current schemes.
In 2009, the BBB in Dallas sent 15 news releases, 88% more than in 2008. The BBB is also a news resource for local and national media, resulting in 600 media mentions in 2009, up 559% from 2008.
BBB news items and timely tips for consumers and for business are constantly added to the News Center on the BBB Web site. In 2009, there were 112 items posted.
Twice a month, the BBB Bulletin is emailed to BBB Accredited Businesses. In 2009, Bulletin distribution totaled 129,501.
BBB Accredited Businesses
The BBB is an independent, non-profit, business-supported organization. The Better Business Bureau of Metropolitan Dallas, Inc., was founded in 1920 and today is supported by more than 5,800 businesses throughout the BBB’s 13-county service area.
A business becomes BBB accredited by applying and providing information, and showing that it meets accreditation standards. BBB Accredited Businesses must continue to meet the BBB Code of Business Practices, which is based on the BBB Standards for Trust: Build Trust, Advertise Honestly, Tell the Truth, Be Transparent, Honor Promises, Be Responsive, Safeguard Privacy, and Embody Integrity.
BBB Accredited Businesses are identified in BBB Reliability Reports, on plaques and decals, and in Accredited Business rosters. In 2009, 438,876 rosters by type of business were requested, up 388% from 2008.
Consumers can also click on “Request a Quote” on the BBB Web site to hear from a BBB Accredited Business. In 2009, there were 14,662 “Request A Quote” referrals, 173% more than in 2008.
BBB Dallas representatives conducted 5,750 accreditation interviews in 2009, enrolling 1,077 accredited businesses, for a total of 5,838 BBB Accredited Businesses at year’s end.
News media: For more information, contact Jeannette Kopko, jeannettekopko@dallas.bbb.org.
About BBB serving Dallas and Northeast Texas
The Better Business Bureau of Metropolitan Dallas, Inc., is an independent, non-profit organization that sets and upholds high standards for fair and honest business behavior. Businesses that earn BBB accreditation contractually agree and adhere to the organization's standards of ethical business behavior. BBB services include BBB Reliability Reports™ on businesses, complaint resolution services, advertising review, and information on topics affecting marketplace trust. The BBB serving Dallas and Northeast Texas was founded in 1920 and is one of 124 BBBs serving the U.S. and Canada. The BBB System evaluates and monitors more than 4 million local and national businesses and charities. Please visit www.bbb.org for more information.
###