There is a satisfaction in handling complaints when you’re able to get the complaint resolved, but there are a high percentage of complaints that we can’t get resolved because the company won’t even respond to our requests. And, because we’re not a governmental agency, we have no power to force any company to respond. We rely on businesses accepting their responsibility in the matter when contacted by us as an unbiased third party and on their recognizing the value of good customer relations. However, we do report the outcome of the complaint in our public reports.
Here are the top 10 companies last year (2009) with the highest number of unanswered complaints (to the right of the company name):
Of these, seven of the companies sell their products or services by using trial offers (teeth brightening, make money using Google, or weight loss products) for under $5.00 and then, in the terms and conditions, state that there will be a monthly fee charged to whatever form of payment the customer used, if the service is not cancelled in a short period of time, usually 7 – 14 days. Customers don’t see or read the terms and conditions and often end up paying out hundreds of dollars before they realize that the company is withdrawing money monthly.