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:
This company solicits individuals, Hispanics generally, claiming they have been selected as a winner of $1000 gift certificate and a Natural Lite product. In order to receive the prizes they would need to pick up the items from the post office or accept delivery and pay a $139 insurance fee. Complainants allege they are later harassed for further payment and threatened with lawsuits if they do not pay additional fees, or if they refuse the package and do not pay the fees requested.
The company responds to a complaint by claiming the aggressive calls originated from one of their vendor call centers and the agent was asked to be removed.
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