May Naming Names, 2008 – Monthly BBB Hit Parade – BBB Eastern Washington, North Idaho & Montana –

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. MAGAZINE SALES took the number one 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.

2. CONSTRUCTION, REMODELING, BUILDING CONTRACTORS took the number two spot in May with all but the following complaints closed resolved: Innovative Construction, Inc. of Kennewick, WA, Slovarp and Sons Concrete Construction of Billings, MT, Bryngelson Concrete, LLC of Potlatch, ID and Sunrise Plumbing of Blanchard, ID each had one unanswered complaint. Power Pros Plus of Spokane, WA. had one complaint closed unresolved. Terry’s Quality Service of Spokane, WA. had a warranty complaint closed unable to be pursued.

BBB NOTE: Terry Henderson owned this company until March 1, 2007., then Terry’s Quality Service was purchased by Gary Miles, thus acquiring new ownership. It is totally up to the new ownership of a company whether they want to honor warranty work from old ownership or not. IN most cases, warranties obtained from prior companies that are now out of business usually don’t carry to new ownership. The BBB has a separate reliability report for this new ownership. You can view this at http://www.bbb.org.

Complaints for this category mostly concerned contract, service and guarantee issues.

3. AUTO/TRUCK REPAIR and SERVICES took the number three spot this month with all but the following complaints closed resolved: AAA Auto Glass of Missoula, MT and Fas Break Windshield Repair & Replacement of Butte, MT each had one complaint closed unanswered. Joy’s Glendive Service of Glendive, MT had two complaints closed unresolved. BBB NOTE on Joy’s Glendive Service: If you have an unresolved issue concerning dealings with this company, we strongly suggest that you file a formal complaint with the Montana Attorney General’s Office, and if it involves transportation issues, contact local law enforcement (the county sheriff’s office), and/or the Montana Highway Patrol for further directives regarding your case or situation. Complaints for this category mostly concerned repair, guarantee and billing issues.

4. AUTOS-NEW took the number four slot this month with all but the following complaints closed resolved: Headwaters GMC of Three Forks, MT had one complaint closed unanswered. Complaints for this category mostly concerned repair, contract and billing issues.

5. RETAIL/GENERAL MERCHANDISE STORES took the number five slot this month with all complaints closed resolved. BBB NOTE: Many people are cutting corners by going to the larger retail stores to purchase bulk or greater quantities to stretch a buck! Complaints for this category mostly concerned customer service and product issues. Read and understand all return policies before purchase if you shop at a store you are unfamiliar with.

6. CELL PHONES took the number six slot in May with all complaints closed resolved and mostly due to AT & T Mobility. BBB NOTE: The BBB transfers complaints for AT & T Mobility to the Sacramento BBB which handles that companies complaints. Complaints for this category mostly concerned billing, service and contract issues.

7. HOTELS took the number seven slot in Naming Names this month (due to the season) with all but the following complaints closed resolved: Symes Hotel and Mineral Baths of Hot Springs, MT, the Ridpath Hotel of Spokane, WA. and Yellowstone Country Inn of Yellowstone, MT each had a complaint closed unanswered. Complaint for this category mostly concerned billing/refund and customer service issues.

8. REAL ESTATE MANAGEMENT took the number eight slot in Naming Names this month with all complaints closed resolved! Complaints for this category mostly concerned refunds, contracts and service/repair issues.

9. VIDEO SALES took the number nine slot due entirely to Flickety Fit of Missoula, MT. which had seven complaints all closed resolved.

BBB NOTE: This business offers fitness and DVD rentals. Customer experience prior to May 09, 2008 indicated a pattern of non-response or delayed response to complaints and difficulty reaching anyone at the company to discuss incorrect charges or DVDs that were not received. This company has since been sold and as of May 9, 2008 the new owners have worked with the BBB to resolve outstanding complaints. Complaints closed since May 09, 2008, reflect the efforts of the new owners and not the prior ownership.

10. BEAUTY SALONS took the number ten slot in May with all complaints closed resolved. Complaints for this category mostly concerned customer service, advertising, service and sales practice 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