April Naming Names, 2008 – Monthly BBB Hit Parade

Naming Names is not about revenge or vindictiveness, it is about accountability. The BBB enforces Accredited Business standards and holds non-accredited businesses accountable by naming names in the top ten categories for the month.

Naming Names is a monthly release of the complaint handling activities of the BBB’s non-accredited businesses for the previous month. All complaints that have closed out in the BBB’s previous month’s timeframe are utilized to compile this monthly Naming Names. What warrants companies named in this release? Those non-accredited businesses that 1) don’t answer complaints brought to their attention by the BBB, 2) have a complaint closed disputed, which means that, despite attention to the complaint, the company did not resolve the issue, 3) are unable to be found and have mail returned to the BBB as undeliverable, 4) have had an unusual volume of complaints for the month that, as a result, drove its industry to the top ten (whether they resolved the complaints or not).

PLEASE NOTE: Companies named in the top ten monthly categories are non-accredited businesses ONLY. BBB Accredited Businesses are held to a higher standard of delivering trust, and as a result, no BBB Accredited Business is "named" in the top ten categories of the Naming Names list. BBB Accredited Businesses can’t have unanswered complaints, a pattern of complaints, nor be "unable to be pursued" and maintain BBB accreditation.

If any BBB Accredited Business fails to comply with BBB standards, their accreditation is suspended and sent to the Board of Directors for revocation, in which case they will then be "named" in a separate news release.

TOP TEN COMPLAINT INDUSTRIES

1. CONSTRUCTION, REMODELING, BUILDING CONTRACTORS took the number one spot in April with all but the following complaints closed resolved: A-1 Contractors, LLC of Great Falls, MT, GWSN Inc Contracting of Billings, MT, Aztec Roofing and Remodel of Lewiston, ID, Day & Night Plumbing and Drain Cleaning of Post Fall, ID, Palmer Electric Tech of Missoula, MT, Gilchrist Electric, Inc. of Bozeman, MT, and Rasmussen Flooring of Manhattan, MT each had a complaint closed unanswered. Complaints for this category mostly concerned contract, service and guarantee issues.

2. AUTOS-NEW took the number two slot this month with all but the following complaints closed resolved: Bozeman Ford of Bozeman, MT, had two complaints closed unanswered concerning product and repair issues, Inland Auto Center of Moses Lake, WA. had one complaint closed disputed, and Post Falls Mazda of Post Falls, ID had a complaint closed unable to be pursued. NOTE: Post Falls Mazda is out of business. If you have an unresolved issue concerning this company, we strongly suggest that you seek legal counsel or file a formal complaint with the ID Attorney General’s Office. Complaints for this category mostly concerned repair, contract and billing issues.

3. MAGAZINE SALES took the number three spot this month with all complaints closed resolved and mostly due to the following magazine sales companies located in Montana: America’s Choice Reader Service of Helena, MT. and U.S. Magazine Service of Lolo, MT. Complaints for this category mostly concerned billing/refund issues and selling practices.

TIPS: Never confirm or give your credit card information to a company you don’t know anything about, and if someone tries to hard pitch you to buy magazines, do the math to make sure you really ARE getting a bargain. BBB suggests that you choose magazines on your own accord, and by doing your own research, rather than via a cold call from a source you know nothing about.

4. AUTOS-USED took the number four slot this month with all but one complaint closed resolved. Lucky’s Auto Sales, Inc. of Billings, MT had one complaint closed unanswered. Complaints for this category mostly concerned contract, product and guarantee issues.

5. AUTO/TRUCK REPAIR and SERVICE took the number five spot this month with all but the following complaints closed resolved: P & M Transmission of Butte, MT had a complaint closed disputed, and Cars R US of Billings, MT had a complaint closed unable to be pursued. NOTE: As of March 1, 2008, according to Jake Romero, new owner of this company, he states that he took over ownership of this company when the prior owner, John, abandoned the business. He states to the BBB that he is not responsible for any repairs done by John and/or past ownership. Complaints for this category mostly concerned repair and service issues.

6. ONLINE SHOPPING took the number six slot due mostly due to Classic Country Comforts of Spokane, WA. which had four (4) unanswered complaints. NOTE: Customer experience reflects a pattern of complaints regarding non-delivery or late delivery of items ordered online as well as failure to respond to the BBB regarding its complaints. If you have an unresolved issue concerning this company, we strongly suggest that you file formal complaints with the Spokane County Sheriff’s Office, as well as the Washington State Attorney General’s Office. America’s Flag Shop and Basement Estates of Spokane, WA. also each had one unanswered complaint. Complaints for this category mostly concerned delivery and billing issues. TIPS: Customers not receiving what they paid for from online purchases should contact their credit card company ASAP to dispute charges. It really pays to check out BBB reports for online companies PRIOR to doing business with them at: http://www.bbb.org

7. REAL ESTATE and MANAGEMENT top the number seven slot in Naming Names this month with all but the following complaints closed resolved: Century 21 Hometown Brokers of Billings, MT had a complaint closed unanswered, and Investment Properties Management, LLC of Sandpoint, ID. had a disputed complaint. Complaints for this category mostly concerned refunds, contracts and service issues.

8. HEALTH & DIET PRODUCTS took the number eight slot in April entirely due to Wu-Yi Source of Billings, MT, which had nine (9) unanswered complaints. NOTE: This company has an unsatisfactory report with the BBB due to a pattern of complaints concerning the company’s refund policy and product efficacy. The company states on its web site that it is an official distributor of Wu-Yi diet/weight loss tea products. Customers report problems receiving a refund from the company, as well as difficulty getting a hold of the company via email and phone to resolve issues of dissatisfaction as well as lack of response to refund requests.

The web site states a "100% iron-clad guarantee" or full refund. In order to receive the refund, customers must submit their request by email. The company’s guarantee states, "If between now and the next 60 days, you can honestly say, the Wu-Yi tea you purchased did not help you lose weight, or if for any reason you just don’t need it, simply send it back for a full refund!" Customers state that when they contact the company within the 60 days asking for a refund, the company skirts the issues, and states that the product needs to be used for 4-6 weeks before anyone sees full results.

The business promises to contact customers within 24 hours, however, customers report that they are not receiving any return calls, emails, or other confirmations within that time period and even have problems receiving a response from the company. When customers are able to contact the company by phone, they are repeatedly directed to the email address, which does not respond.

The business responds to BBB complaints with the following return instructions: "Consumers may return all opened/unopened products to the following address: 1302 24 Street W, #350, Billings, MT, 59102. Please ensure that the RMA # is marked clearly on the outside of the box, as well as on a piece of paper on the inside of the box." The 780 number listed for this company is for Alberta, Canada. The address given for this company is a box drop only. The company and its ownership physically reside in Alberta, Canada.

Customers report that even after using the product for 4-6 weeks and they are not satisfied, when requesting a refund again, the company asks questions such as, "Are you dieting and exercising the way it is explained on the web site?" causing further frustration for the customer that the company is not honoring the guarantee. Customers further allege that the company is merely using this tactic to get them to go past the company’s 60 day guarantee policy so that the company doesn’t have to refund them.

9. HOTELS/MOTELS took the number nine slot in Naming Names this month with all but the following complaints closed resolved: Vineyard Inn Motel of Pasco, WA and Holiday Inn Express of Post Falls, ID each had a complaint closed unanswered. Complaint mostly concerned billing/refund and customer service issues.

10.CELL PHONES took the number ten slot in April mostly due to Alltel of Little Rock, AR (which handles a high volume of cell phone service in Montana) which had one unresolved complaint. Complaints for this category mostly concerned billing and contract issues.

CLEARING THE AIR If any company on this list ever responds to the BBB’s Naming Names list wanting to "clear the air," we’ll let you know about it in the next release of Naming Names.

Better Business Bureau Serving Eastern Washington, North Idaho & Montana
152 S. Jefferson, Suite 200, Spokane, WA. 99201
509-455-4200 or 800-356-1007

Media Contact:

Zan Deery, Communications/Investigations
[email protected]
Direct: 509-232-0534
Fax: 509-838-1079