2012-Annual Review - Better Business Bureau

2012 BBB

Annual Review

?

Businesses and consumers trust BBB to provide accurate information and professional customer service. Here is a snapshot of the services we provided in 2012....

2,696,279

VISITS TO BBB'S WEBSITE

10,078

BBB Accredited

Businesses

?

533

Media Stories Including BBB

2,772,797

Company

Report

Requests

(Online & Phone)

28,074

Complaints Closed

163 Advertising Review Cases Closed

19,226

eQuotes Sent

6,455 Total # of

Customer Reviews Submitted

70% positive 2% neutral 28% negative

974

Investigations Cases Closed

top 5 inquired about industries

1. Air Conditioning Contractors & Systems

2. Work-At-Home Companies

3. Contractors ? General 4. Roofing Contractors 5. Auto Dealers ? Used

101,816

Accredited Business Directory Views (Online)

top 5 complained about industries

1. Auto Dealers - New 2. Work-At-Home

Companies 3. Truck Rent & Lease 4. Auto Dealers - Used 5. Air Conditioning

Contractors & Systems

BBB Foundation

141,090

Attendees at events where

BBB had an informational

booth/table

1,670

Savvy Teens, Consumers & Seniors

(reached through the Savvy Consumer Programs)

986 Job seekers reached through employment scams presentations.

New in 2012

BBB celebrated 100th national anniversary

BBB opened branch o ce in Yuma

OFFICES

BBB's Yavapai County o ce celebrated its ten year anniversary

Board of Directors

2012 O cers: Chair - Rick Dircks: Dircks Moving Services Treasurer - Brian Mohr: Job Brokers Secretary - Brian Burt: Snell & Wilmer, LLP Immediate Past Chair - Lee Scanzano: Cox Communications President - Matthew Fehling: Better Business Bureau

2012 Directors: Peggy Baker: Salt River Project Ron Cohen: CRC Broadcasting John P. Curran: U.S. Postal Inspection Service Joe Dean: Dean Enterprises Jim Donely: Donley Service Center Chief Daniel Garcia: Phoenix Police Department John Hartgraves (ARAC): Purcell's Western States Tire & Auto Tom Higginbotham: Sun Devil Auto Bob Jones: Quality Transmission Service Joe Kelly: Triad Consulting Group Tony Komadina III: Coulter Cadillac Marty Laurel: Blue Cross Blue Shield of Arizona David Lorenz: Wells Fargo Bank Garry Ong: Mu Shu Asian Grill Restaurants Elaine E. Ralls: air INTEGRATED Gerald L. Smithson: JLS Consulting Gary Sneed: Desert Schools Federal Credit Union Jim Sollenberger: Cue Financial Group, Inc. Bill Verdini: ASU / W. P. Carey School of Business Gary Volkenant: Pinnacle West Capital Corp/APS

Independent Legal Counsel Andrea Lisenbee: Ryley, Carlock & Applewhite

2012 Yavapai County Advisory Council Chair - Connie Manning: Prescott AAA Arizona Vice Chair - Bill Fencken: BBB Foundation Board Member

Members: Susan Abbott: Home Instead Senior Care David Barrett: Barrett Propane Steve LaFleur: Prescott Import Car Service Nathan Mendenhall: Sonora Quest Laboratories of Northern Arizona John R. Stevens: Stevens Tax Services, LLC

2012 Foundation Board of Directors O cers: President Gary Volkenant: Pinnacle West Capital Corp/APS Vice President Joseph Castillo: Minority Business Consultants Treasurer Joe Dean: Dean Enterprises Secretary Matthew Fehling: Better Business Bureau

Directors: Jim Donley: Donley Service Center Tom Fannin: Coldwell Banker Bill Fencken: Community Volunteer Jerry Hall: Community Volunteer Katie Osborne: Blue Cross Blue Shield of Arizona Dean Rennell: Wells Fargo Bank Larry Seay: Meritage Homes Corporation Mike Wagner: Shasta Industries, Inc.

Our Vision & Mission

Our Vision

An ethical marketplace where buyers and sellers

can trust each other.

Our Mission

BBB's mission is to be the leader in advancing

marketplace trust.

BBB accomplishes this mission by:

? Creating a community of trustworthy businesses

? Setting standards for marketplace trust

? Encouraging and supporting best practices

? Celebrating marketplace role models

?

? Denouncing substandard marketplace behavior

arizona.connect

Yavapai Branch O ce 1569 West Gurley St. Prescott, AZ 86305

928.772.3410 yco-info@

Phoenix O ce 4428 North 12th St. Phoenix, AZ 85014

602.264.1721 yourbbb@



Yuma Branch O ce 350 W. 16th St., Ste 205

Yuma, AZ 85364 928.919.7940

yuma-info@

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