Most Hated Companies in America

The 18 Most Hated Companies In America
Gus Lubin and Vivian Giang | Oct. 13, 2011, 12:13 PM | Business Insider
american airlines
You’re not the only person who hates Bank of AmericaAmerican Airlines and Time Warner.We’ve updated our list of the worst companies on the American Customer Satisfaction Index, which gives remarkably accurate ratings based on thousands of surveys. The most-hated list hasn’t changed much since June, because the companies rated since then are in the well-liked durable goods industries.

“Generally speaking, manufacturing companies have a much easier time to quality control their products,” ACSI’s David VanAmburg told us. “In terms of purchase and consumption, you’re going to get much higher ratings than an airline company where there’s a greater chance that something can go wrong.”

The worst companies include big banks, legacy airlines and utilities.

#18 Bank Of America

#18 Bank Of America

Image: www.flickr.com

Satisfaction rating: 68/100 

Bank of America announced recently they’ll begin charging $5 for debit accounts which has been met with harsh criticism from existing customers.Sen. Dick Durbin (D-Ill) even stood on the Senate floor advising customers to “get the heck out of that bank.”The bank is America’s largest mortgage servicer and the slowest to respond to clients, according to Treasury reports.

The bank is ranked 28 out of 30 — the second lowest rated — in American Banker‘s second annualsurvey of bank reputation. Not a good sign.

Rating provided by ACSI.

#17 Dish Network

#17 Dish Network

Satisfaction rating: 67/100 

Common complaints includeincorrect billing and bad customer service. One consumer complained that she was denied a refund after accidentally overpaying a bill.

In 2009, Dish Network paid nearly $6 million to settle allegations that the company practiced misleading consumer marketing and lacked full disclosure when dealing with costs and fees. The agreement was made between Dish Network and 46 attorneys general.

Dish’s rating has lost four points since last year.

Rating provided by ACSI.

#16 Cox Communications

#16 Cox Communications

Satisfaction rating: 67/100 

Common complaints include slow service and consumers waiting an extended period of time for service. One consumer waited over five hours for a visit from Cox.Also, complaints includeunexpected extra feesincluding up to $480 to cancel service

Cox has actually been touted as a success storycompared to other cable companies. That said, cable companies in general are liked less than satellite, according to ASCI.

Rating provided by ACSI.

 

#15 Pacific Gas and Electric

#15 Pacific Gas and Electric

Image: www.flickr.com

Satisfaction rating: 67/100 

Common complaints includeincreased rates and the smart meter — supposed to save consumers money — not working effectively. The device has also created a backlash as consumers express concern over the electromagnetic radiation emitted by the devices.

Also, PG&E has facedmultiple investigations for recklessness.

In June 2011, PG&E agreed to pay $26 million in fines for a gas explosion that fatally wounded a man and injured five others. It is currently the largest fine assigned by the California Public Utilities Commission. The company is still under investigation for a gas line explosion that killed eight people in September 2010.

PG&E admitted to the death of a man on Christmas Eve 2008 when the company failed to reply quickly enough to complaints of a possible gas leak.

PG&E’s customer satisfaction rating dropped 3 points from last year.

Rating provided by ACSI.

#14 JPMorgan Chase

#14 JPMorgan Chase

Image: www.flickr.com

Satisfaction rating: 67/100
 

Common complaints includeinterest rates as high as 11%, according to consumers. The giant bank has also been accused of charging absurdly high overdraft fees.

The company’s consumer rating has steadily decreased since 2007, as customers perceive the bank to be more impersonal with growth, according to ACSI.

Rating provided by ACSI.

#13 AT&T Mobility

#13 AT&T Mobility

Image: www.flickr.com

Satisfaction rating: 66/100 

Common complaints includedropped calls — especially in New York City, San Francisco, and other major metropolitan areas — andlimited coverage.

The company’s consumer satisfaction ratings dropped 3 points since last year.

Rating provided by ACSI.

#12 LA Department of Water & Power

#12 LA Department of Water & Power

The LA DWP building

Image: en.wikipedia.org

Satisfaction rating: 66/100 

Common complaints includebilling problems anddisputes over proposed charge hike within the next three years. Consumers claim the LADWP is intentionally issuing bills late in order to collect hundreds of thousands of dollars in late fees.

Rating provided by ACSI.

#11 Long Island Power Authority

Satisfaction rating: 65/100 

Common complaints include billing glitches resulting in the company overchargingcustomers at least $230 million in the past 10 years.The company claims the overcharges resulted from a faulty formula they were using and have since begun returning the money to customers.

The Long Island Power Authority is currently ranked the lowest in the energy utilities sector.

Rating provided by ACSI.

#10 UnitedHealth

Satisfaction rating: 65/100
 

Common complaints includecoverage denials,mishandling claims andmiscommunication. In 2007, UnitedHealth paid $12 million to 37 states for allegations of mishandling claims and administrative practices. The National Insurance Commissioner requested that the healthcare company be monitored in their claim practices through 2010.

Rating provided by ACSI.

#9 Facebook

#9 Facebook

Image: Illustration: Ellis Hamburger

Satisfaction rating: 64/100 

A common complaint includes users’ privacy and personal information protectionSocial networkers worry about privacy and sometimes complain when Facebook introduces new features, like the news feed. Also, consumers are not happy with Facebook’s constant interface changes.

Rating provided by ACSI.

#8 American Airlines

#8 American Airlines

Image: www.flickr.com

Satisfaction rating: 63/100 

Common complaints includebaggage fees and service cutbacks, as with most airlines.

American Airlines’ satisfaction rating has not changed since the previous year.

Rating provided by ACSI.

#7 United Airlines

#7 United Airlines

Satisfaction rating: 61/100 

Common complaints includeflight delays and baggage fees. A recent unexplainable computer glitch resulted in the airline canceling 31 flights and delaying 105 more. Overweight bags could cost passengers $100-$200 a piece. Service cutbacks, as with most airlines, is another concern for consumers.

The merger between United Airlines and Continental might have influenced the bad score of the company in consumer satisfaction. According to ACSI, a big merger in service companies usually has a negative impact on customer service in the short-term because of organization issues. The company’s ratings has increased steadily since 2007.

In June 2011, United Airlines violated the DOT’s 3-Hour Rule after trapping passengers on the tarmac for nearly seven hours at Dallas International.

United Airlines has increased in consumer ratings by one point since the previous year.

Rating provided by ACSI.

#6 US Airways

#6 US Airways

Image: www.flickr.com

Satisfaction rating: 61/100 

Common complaints includelow-ratings for cabin-crew service, baggage fees and baggage handling, a lack of entertainment optionsand poor communicationregarding delays. The company is currently censured by the Department of Transportation for its lack of communication with travelers.

In June 2011, the airline carrier paid $45,000 in fines for failing to include the law-required applicable taxes and fees on the same page as a print advertisement on air fare.

US Airways has recently launched a new program to encourage on-time arrivals, fewer filed complaints and an improved overall performance. In May 2011, the company announced cash bonuses would be awarded to workers with the fewest bag mishandling complaints.

The airline’s rating declined by one point since last year.

Rating provided by ACSI.

#5 Charter Communications

#5 Charter Communications

Image: www.flickr.com

Satisfaction rating: 59/100 

Common complaints includeimproper billing practices— which led to a class action settlement in 2004 — and poor customer servicefollowing the closing of domestic call centers in 2006. The Better Business Bureau issued a warning to Charter in 2007 following numerous complaints. In 2009, the company filed for bankruptcy and was forced to cut costs and downsize heavily.

Rating provided by ACSI.

#4 Comcast

#4 Comcast

Image: www.flickr.com

Satisfaction rating: 59/100 

Complaints include poor communication of upgrade and billing changes, lost channels for customers who didn’t upgrade to digital box or digital-ready TV,long waiting times for technicians and price hikes.

ASCI lists Comcast as a cable company (59/100) and a telephone company (69/100). In both cases it scores among the worst.

Rating provided by ACSI.

#3 Time Warner Cable

#3 Time Warner Cable

Image: www.flickr.com

Satisfaction rating: 59/100 

Time Warner has been a public relations disaster for at least a decade. Blunders include usage capsfees increasing each year faster than inflation andfraudulent business acts and bad services. In June 2011, a lawsuit was filed against Time Warner for refusing to make closed captioning available on CNN’s online videos after being notified by disgrunted consumers. Recently it alsoaired pornography on children’s channels.

For a long time, cable companies in general lacked incentives to improve their customer satisfaction, as they enjoyed sole franchise agreements in many cities. With competition from satellite companies, they are being forced to address service issues — but they have a ways to go.

Time Warner has decreased two points since the previous year.

Rating provided by ACSI.

#2 Delta

#2 Delta

Satisfaction rating: 56/100 

Complaints include additional costs for food, beverages andbaggage fees. The airline collected more than $952 million in baggage fees from flyers in 2010, almost twice as much as any other airline carrier.

Since acquiring Northwest airlines in 2008, Delta’s consumer satisfaction score has plunged.

Rating provided by ACSI.

#1 Pepco

Satisfaction rating: 54/100 

Potomac Electric had among the worst ratings in various power reliability studies, according to The Washington Post. The average Pepco customer experienced 70 percent more outages than customers of other big city utilities that took part in one 2009 survey, and the lights stayed out more than twice as long. The unreliable services resulted in the adoption of the “Pepco bill,” in March 2011, requiring the state’s Public Service Commission to hold electric providers accountable for service quality standards

Pepco’s rating declined a shocking 16 points from last year.

Rating provided by ACSI.

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