Car dealers generate most BBB complaints

LAST YEAR'S HAILSTORM PROMPTED BARRAGE OF CALLS ABOUT ROOFERS

By Karla Ward

KWARD1@HERALD-LEADER.COM

Automobile dealers topped the list of most complained-about businesses at the Better Business Bureau of Central and Eastern Kentucky during 2007.

Auto dealerships have been in the top two or three slots on the list for years, said Neil Kingery, president and chief executive officer of the BBB of Central and Eastern Kentucky.

He said part of the reason for that might be the misconception among consumers that there is a "lemon law" allowing them to return a used car, as well as purchases made from unscrupulous businesses.

Also on the top 10 list, in order of the number of complaints: home improvement and repair companies, cellular phone service and equipment, insurance, Internet shopping services, auto repair and service, manufacturers and producers, furniture retailers, health clubs and auto parts and supplies.

BBB spokeswoman Heather Clary pointed out that the way a company handles complaints against it -- not the sheer fact that there are complaints -- is the best way to gauge its reputation.

"Just because an industry is complained about doesn't mean they're all bad apples," she said.

As in the previous four years, home improvement and repair services were No. 1 on the list of most inquired-about industries.

Roofing contractors, which usually are included in the home improvement category, took the No. 2 spot.

The local BBB got more than 30,000 inquiries about roofers last year, nearly four times the number received in 2006.

"The BBB's importance to the community really stood out this year after a hailstorm hit Fayette County and surrounding areas back in June," Kingery said in a statement. "Homeowners knew it was important to start with trust and seek guidance from the BBB in checking out roofing contractors."

Clary said she is still taking calls from homeowners looking for reputable roofing companies to repair hail damage.

To check out a company or report a problem through the Better Business Bureau, visit www.ky.bbb.org or call 259-1008 or 1-800-866-6668.