Charlotte BBB releases its Dirty Dozen list of businesses with unresolved complaints

A waste collection company, a tree service and three debt collection agencies made the Charlotte Better Business Bureau’s annual list of the 12 area companies with the most unresolved customer complaints in 2014.

BBB President Tom Bartholomy said the list doesn’t necessarily reflect the businesses with the most complaints – many businesses work hard to answer complaints, he said. The list emphasizes businesses with unresolved issues.

What’s unusual about this year’s list, Bartholomy said, is the inclusion of three collection agencies that customers say harassed, threatened or intimidated them in efforts to collect on payday loans.

“If a collection agency is calling you saying you owe money and you don’t believe you do, they have to legally provide you written documentation,” Batholomy said. “If they can’t provide you with that, you can feel free to ignore their phone calls.”

Here is the BBB’s list of companies with the most unresolved complaints, in order from most to least:

1. Indoor Air Quality, based in Indian Trail, had 18 unanswered complaints last year. According to the complaints, customers said they were charged a higher amount for work than was originally quoted, by as much as $700 to $5,000, when they were quoted $60. Numerous phone numbers listed for the company were either disconnected or redirected calls to other companies. The BBB said Indoor Air Quality is not the same as Indoor Air Quality Inc., a Kannapolis-based company with an A+ rating from the group.

2. God Bless the USA had seven unresolved complaints in 2014 that allege the Indian Trail-based waste collection service billed customers after they had canceled services, or that the company failed to complete all work. “Sometimes we make mistakes,” operations manager John Todd said, but customers “would be removed from our billing system if we made such a mistake.” He said his company responds to all complaints and he “has no idea” why the company ended up on the BBB’s list.

3. Pro Group/Randy Briel, a home improvement contractor, has seven unanswered complaints. According to the agency, customers said he failed to complete work after being paid or did not finish contract work. The BBB said Briel has used 21 names, 20 phone numbers and 18 addresses. Briel told the Observer he hasn’t been in business for almost a year.

4. Bainbridge Crew of NC Inc., a Charlotte-based home improvement contractor, has six unresolved complaints from last year, according to the BBB, alleging that the company didn’t complete contracts in a timely fashion. Owner Rick Bainbridge said, however, that the company has been in touch with most of the clients to try to resolve issues.

“I’ll take responsibility in trying to work through it,” Bainbridge told the Observer. “It’s been a tough run these last several years. We’re not running away from anybody, we’re not hiding. We’re just trying to do the best we can.”

5. Berkeley Hughes & Associates, LLC has six unanswered complaints from last year. According to the BBB, the Charlotte-based collection agency used “hostile and threatening techniques” to collect debts from consumers. The company did not respond to a message seeking comment.

6. Barron, Gibson & Phillips, LLC, another collection agency, has five unanswered complaints from 2014. Complaints from customers in 19 states said the agency used questionable and possibly unlawful practices to collect old debts, and that they were threatened with arrest for failure to make a payment. The Charlotte-based agency did not respond to calls for comment.

7. Docks Plus Inc., a Cornelius-based marine contractor, has five unanswered complaints that it didn’t complete contracts correctly or in a timely fashion. The company didn’t respond to a message seeking comment.

8. Flybystore.com, a Charlotte-based store catering to airline employees, has five unanswered complaints about merchandise not being delivered and difficulty getting refunds. The company didn’t respond to a message seeking comment.

9. M&P Roofing Specialists, a Hickory-based roofing company, has five unanswered complaints about failing to complete contracts. A company representative said the business has been sold to new owners.

10. PDL Recovery Services, a Charlotte-based debt collection agency, has five unresolved complaints. The BBB said the company used threatening and harassing techniques. A recording at the number listed for the company said its voice mail box was full.

11. Austin Outdoor Exclusives, a Charlotte-based company that sells hunting products, has four unresolved complaints about hunting stands that customers say Austin failed to deliver. Owner Robert Burns said his company has shipped tens of thousands of packages and he tries to resolve all complaints. He said the handful of complaints doesn’t reflect his overall track record. “Look at the number of packages we ship out,” he said. Burns said he is meeting with the BBB this week to resolve any remaining issues.

12. D & C Tree Service, a Wingate-based company, has four outstanding complaints about failing to complete work after being paid. Co-owner Donnie Watson said those complaints relate to small issues, such as leaving “a couple pieces of wood” in the homeowner’s yard. “Ain’t none of that true,” Watson said.

This story was originally published January 26, 2015 at 5:23 PM with the headline "Charlotte BBB releases its Dirty Dozen list of businesses with unresolved complaints ."