AT&T Responds to Consumer Reports With the Better Business Bureau

AT&T Responds to Consumer Reports With the Better Business Bureau

On Monday we brought you news of a report from Consumer Reports that according to the publications’ readers AT&T is the worst mobile carrier in the U.S. That wasn’t a surprise to us and neither is AT&T already fighting back and trying to downplay the report with a report of its own.

Late yesterday, AT&T released information that according to the Better Business Bureau (BBB), its network is the best in the country — 0r, at least, its subscribers complain the least. Verizon Wireless had 34% more complaints, Sprint had 115% more complaints and T-Mobile had 207% more complaints.

AT&T also says it has an A+ average rating nationally from the BBB, having received 107 A+ ratings, seven A ratings and one A- rating from local BBBs across the country. Our opinion? Sounds like AT&T is grasping at straws here.

What do you guys think? Let us know in the comments and check out the full press release from AT&T after the jump.

AT&T Mobility Rated A+ Nationally On Average by Better Business Bureau

AT&T Mobility records fewest number of complaints, receives lowest complaint rate among peers over the last 12 months

Dallas, Texas, December 07, 2010

Over the past year, AT&T Mobility has recorded the fewest number of Better Business Bureau (BBB) complaints and received the lowest BBB complaint rate among the four largest national wireless carriers, contributing to an average national rating of A.[1]

For complaints closed within the last 12 months as of Dec. 3, 2010, AT&T Mobility’s nearest competitor had 32 percent more BBB complaints and its largest competitor had 62 percent more complaints. However, the best way to compare industry peers is by complaint rate, which is calculated by the number of closed complaints per wireless provider subscriber.[2] Using this method, AT&T Mobility’s largest competitor had a complaint rate 34 percent higher, and the complaint rate of its two other industry peers were two times and three times more, respectively.

Wireless customers in the U.S. file more core customer issue complaints related to carrier advertising and marketing, contract-early terminated, service related issues, and billing and rates with the various BBBs each year than they do with any other entity.[3]

Earlier this year, AT&T Mobility announced that it was the only company in America to achieve separate ‘A’ ratings and separate accreditations from every BBB in the U.S. on their report cards for ethical business practices and responsiveness to customers concerns. These rankings are based on BBB confidence that the business is operating in an open and trustworthy manner. Each business undergoes an evaluation in 17 categories including BBB accreditation, how well the company has responded to consumer concerns, the company’s complaint history with the BBB, and the truthfulness of its advertising claims.

1 As of Dec. 3, 2010, AT&T was rated A+ by 100 local BBBs, A by 7 local BBBs and A- by 1 local BBBs.

2 Rate determined by the aggregate number of closed complaints per company as listed on Dec. 3, 2010 on the 108 local BBB Web sites divided by the average quarterly total of reported retail postpaid/retail prepaid subscribers (which does not include connected device and wholesale customers) per company over the last four reported quarters.

3 In 2009, the BBB received 36,086 complaints while the FCC received 18,989 complaints relating to Carrier Advertising and Marketing, Contract-Early Termination, Service Related Issues, and Billing and Rates. The FCC also received 47,902 Telecommunication Consumer Protection Act (TCPA) complaints against wireless carriers which stem from unsolicited text messages and voice calls. Excluding these non-core customer issue complaints, there are roughly twice the number of wireless complaints filed with BBBs as opposed to the FCC.

*AT&T products and services are provided or offered by subsidiaries and affiliates of AT&T Inc. under the AT&T brand and not by AT&T Inc.

  • Deviator
    January 14, 2011 at 8:24 pm

    Rarely will you find someone who doesn’t think their wireless carrier is the worst, so AT&T is correct there. But BBB-ratings don’t take into account their network, which has giant gaps of service in between metropolitan districts, which tends to tick people off on long drives. Complaints are mainly over billing, service interruptions, and customer service. AT&T’s marginally superior customer service and willingness to work with the customer is the main reason other companies get more complaints. Consumer reports takes into account their abysmal network, and voted them worst.