TRENTON — Problems with home improvement contractors led the 2011 list of consumer complaints, beating out motor vehicle issues, according to a list released by the state Division of Consumer Affairs Monday.
The top-10 list of consumer complaints, however, shows some marked dips in numbers from the 2010 list. For instance, home improvement complaints dropped from 1,401 in 2010 to 937 in 2011. The top complaint in 2010 was about motor vehicles ? 1,805 were made, but that number dropped to 778 in 2011. Motor vehicle complaints were second on the 2011 list.
The third biggest complaint was for credit-debt collection, with 243 made.
Debt collection complaints rose from eighth place in 2010 to third place last year, likely reflecting the difficult economy we?re in, said Thomas R. Calcagni, director of the state Division of Consumer Affairs.
The raw numbers of debt-collection complaints, however, actually decreased from 418 in 2010.
Calcagni touted the new Consumer Service Center as the reason why some of the numbers had dropped.
?Unlike in the past, the CSC is now staffed by investigators from our Office of Consumer Protection, as well as by customer service specialists who are encouraged to make every effort to obtain an immediate resolution of the consumer?s concerns there on the phone, without requiring the consumer to print out and file a formal complaint,? Calcagni said.
Staffers, for instance, might refer a complaint to another agency, such as the Board of Public Utilities, or attempt to resolve a customer complaint through a conference call with the business.
?From the complaint numbers, it appears that this new way of handling consumer complaints is having an especially pronounced impact in those categories that traditionally generate the largest number of consumer complaints,? Calcagni said.
A total of 12,240 complaints were filed in 2011. Nearly 14,000 were filed in 2010.
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