Total Instances of Service: 1,672,323 (up 45% from 2008)

            This number includes all phone calls; clicks on the BBB’s online seal; requests for quotes by consumers, reliability reports, lists of companies by type of business, and general information on a type of business; and complaints. 

Reliability Reports Issued:  857,533 (up 22.35% from 2008)

            Reliability Reports are issued on the more than 96,000 companies in our database.  We provide information, where available, on when a company started business, the principal officer, basic contact information, complaint information, government actions if available, advertising review issues if available, and other information as contained in our files.  These reports offer a grade from A+ to F, based on 17 factors. The grade represents BBB’s degree of confidence that the business is operating in a trustworthy manner and will make a good faith effort to resolve any customer concerns filed with BBB.  Reports are available free at http://utah.bbb.org/Business-Search/. 

Complaints Received: 21,070 (up 29.6% from 2008)

            The BBB of Utah handles only complaints on companies based in Utah.  Other complaints are sent to be processed by the BBB where the company is headquartered.  There are currently 109 BBBs in the US and 14 in Canada.  Of the 21,070 complaints received, 16,066 were in the areas of consumer concerns that we handle, and were sent to the company for a response and resolution.  The BBB was able to resolve 76.66% of these complaints.   Not being a government agency, the BBB does not have enforcement power.  Therefore, we can only ask and encourage the company to respond to the consumer and resolve the matter.  Companies are not required to respond.  However, all complaints made against companies within our purview are made known to the public in our reliability reports.   

1 Complaint rank is out of 3,947 industries categories

2 Average resolution rate across all industries for 2009 was 76.6 percent