Business

Time Warner Cable tops BBB list for customer complaints in 2014

The number of complaints filed against Charlotte-area service providers was down slightly in 2014, and local companies seemed even more eager to resolve customer issues to retain their business.

According to the Better Business Bureau’s year-end report, the biggest overall offender was Time Warner Cable with 187 complaints last year. The number of complaints against all area businesses was 13,642, a 3 percent decrease from 2013. The industry generating the most complaints was new car dealers, for the second year in a row.

Consumers requested just over 3 million business reviews – which can can be rated A+ to F – from BBB’s website on local businesses in 2014, a 34 percent increase from the prior year, according to the report.

“When consumers check out companies before hiring them, they are more likely to do business with a company that provides quality service and has a proven track record for resolving customer disputes,” Tom Bartholomy, the nonprofit organization’s CEO, said in a statement.

The settlement rate for complaints filed in 2014 reached a record high of 91 percent, up from 90 percent in 2013. Bartholomy told the Observer that rate “shows the cooperation level from the local business community, that they really care about their customers (and) will do whatever it takes to get it resolved.”

The five types of businesses with the most complaints included – in order of most complaints to least – new car dealers, collection agencies, cable and satellite service providers, auto repair shops and used car dealers.

The No. 1 complaint generator for the top category was Performance Ford Lincoln on South Boulevard, with 28 complaints filed against it in 2014. BBB business reviews gave the company a C rating. Representatives from Performance Ford Lincoln could not immediately be reached for comment.

Time Warner Cable said it spent about $345 million in its North and South Carolina networks last year to improve customer experiences through upgrades such as faster Internet speeds and new television channels.

“We take the referrals we get from the BBB very seriously – whether they’re service issues, simple questions or misunderstandings – and we work to resolve them to our customers’ satisfaction as quickly as possible,” said Time Warner Cable spokesman Scott Pryzwansky.

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