Complaint Experience
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Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Complainants allege misrepresentation of services by independent representatives delays in providing services failure to provide agreed upon services and inability to obtain refunds. Some customers complain they paid the company for cable television commercials which were never aired. Others report waiting as long as a year with still no scheduling dates provided or any evidence the commercials actually ran or have even been created. Other complainants report that print ads ordered for retail store distribution racks contain printing errors are not displayed on the correct page or are not displayed at all. Most complainants request refunds or partial refunds.~~The company responds to all complaints by refusing refund requests disputing complaint allegations offering explanations for their actions or referring complainants to the terms of their written agreement. The company contends that the cable television advertisements which were the subject of many complaints were delayed due to presidential primaries and will be aired at a future date. Allegations of misrepresentation by salespersons and the excessive delays with their television commercial ad campaigns were otherwise not addressed. The company contends the media company they use is responsible for selecting channels and air time schedules. In a few cases they refused refunds but instead offered customers a $200 check as a goodwill gesture. Some complainants have reported they have not received the $200 check as promised.
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