Better Business Bureau®

FACTSSpring 2012

Serving Ashland, Medina, Portage, Richland, Summit & Wayne Counties

BBB Celebrates 100 Years!

2012 marks an important milestone in BBB history – our 100th anniversary! We

are among an elite group of organizations – companies such as Coca-Cola, Ford Motor Company and IBM – that have thrived in the marketplace for 100 years or more.

As an Accredited Business, you have played an important role in our success, and we’d like to take this opportunity to thank you. Your unwavering commitment to our Standards for Trust has made our community a better place to do business.

In the last century, the BBB organization has grown from one small organization to 116 local BBBs across the U.S. and Canada, our torch logo has become an internationally recognized symbol for trust, and our programs and services have expanded greatly. Our mission, however, has remained the same – to create an ethical marketplace where buyers and sellers trust each other. This is the foundation upon which we were built, and it’s the foundation that will carry us into the future.

During our centennial year, we’ll continue to launch new programs and services. Working together to advance trust, we’ll identify solutions to consumers’ most pressing issues, launch new products to protect consumers and businesses, and introduce ideas and initiatives to help the marketplace flourish by furthering trust between businesses and consumers.

2012 promises to be an exciting year for BBB and our Accredited Businesses. Our programs and initiatives will be ground breaking, not only for us, but for the marketplace. We’ll be sharing news and information with you throughout the year, and we hope you’ll take time to participate in the centennial commemoration with us.

After all, it’s about Advancing Trust Together.

A Message From The BBB President

As president & CEO of your Better Business Bureau, I thank you for your support of BBB’s mission to be the leader in advancing marketplace trust. BBB is a unique non-profit organization dedicated to supporting self-

regulation in our free enterprise system and upholding positive business ethics in the marketplace.

As a BBB Accredited Business, your company should call us any time there are questions regarding solicitation, advertising and the reliability of vendors unknown to you. Also, don’t hesitate to contact us about complaints, both personal and professional. We help consumers make wiser buying decisions, perhaps saving dollars that might otherwise be lost to unethical solicitors.

We also encourage you to share your achievement of being accepted as a BBB Accredited Business with the public by posting your BBB certificate and decals in prominent places in your area of work. When a consumer sees the BBB Accredited Business logo, they trust your company will uphold BBB’s Standards of Trust.

Thank you! Without your support we would not be able to provide a forum for consumers and businesses to resolve their differences in a fair and amicable manner. Without your support we would not be able to offer free Business Reviews for over 28,000 local businesses, nor would we be able to monitor local advertising or assist the hundreds of consumers who call or visit our website on a daily basis to make informed marketplace decisions.

Again, thank you for supporting your BBB, where our greatest goal is to be of service to you and the community. Please contact us at (330) 253-4565 or email info@akronbbb.org.

Sincerely,Christy Page, President

BBB LegAL Line Receive FREE telephone legal advice available from attorney Timothy J. Truby, a partner at Roderick Linton Belfance LLP. See page 2 for additional information.

BBB JoB LinksFree job postings on www.akron.bbb.org. Businesses can submit their job openings and they will be posted on the BBB’s website once approved. Job hunters can then go to the BBB’s website and search for current job listings within their state/area. This program is aimed at creating free access to career opportunities within a trusted environment. This is available to all consumers and businesses in our service area.

PAss THe ToRCH & ReCeiVe $50 in BBB BUCks

Recommend a business you think meets BBB Standards for Trust and receive $50 in BBB Bucks when the business becomes Accredited upon Board approval. The $50 BBB Bucks can either be applied to annual BBB dues or to any advertisement agreement.

e-QUoTes ViA TeXT MessAging Consumers can request more information on the available products and/or services your company has to offer through the Request-A-Quote service either through direct e-mail contact, or through text messages. Simply provide us with your e-mail, cell phone number and cell phone service provider. In 2011 we sent over 1,000 E-Quotes to our Accredited Businesses and we are on track to triple that in 2012. Don’t miss out on potential leads!

FRee sTATe & FeDeRAL LABoR LAW PosTeRs It is required by law to post labor law posters in all businesses and job sites. Call your BBB today to request your free set.

QR CoDes QR codes are the fastest way to get your tech-savvy customer to your business’ website. To get your unique code for your BBB Business Review, please call (330) 253-4565 x 3804 or e-mail awarner@akronbbb.org.

New Accredited Business Benefits for 2012!

www.akron.bbb.org

222 W Market Street • Akron OH 44303 • (330) 253-4565

BBB Quick FACTs:

6 million • visitors to bbb.org each month

4 million• BBB Business Reviews

Over • 1 million consumer complaints resolved last year

COST EFFECTIVE MARKETING

OPPORTUNTIES AVAILABLE THROUGH

YOUR BBB

• Search Engine Marketing• Enhanced Online Listings

• Accredited Business Directory• BBB Dynamic Online Seal for

your website

CALL TODAY (330) 253-4565

®

The BBB’s Legal Line is provided exclusively for BBB Accredited Businesses.

The program has been developed with the cooperation of attorney Timothy J.

Truby, a partner at Roderick Linton Belfance LLP and is designed to assist

you in the day-to-day operation of your business by providing you with expert answers to common legal questions.

• There is no charge for the telephone consultation if the question can be

answered during the phone call.

• If the question is complex or requires further investigation, a written opinion, or review or analysis of any documents, you will be informed of how much the

legal expense will be to pursue the matter further.

Simply call the BBB Legal Line

at (330) 315-3411.

As phishing attacks using our name continue circulating, targeting both accredited and non-accredited businesses, we would like

to assure you that the Better Business Bureau has played no role in this process, nor has information you’ve shared with us been compromised or caused you to become the target of these emails. Despite our best efforts to stop these fraudulent emails (see below), these phishing attacks may continue. Therefore, in an effort to help prevent any further issues, we’re issuing a general guideline that businesses and individuals should follow to determine if emails are actually from the BBB. If you receive an email claiming to be from our BBB, use your cursor and hover over any link(s) within the email. If the web address that pops up (www.akron.bbb.org) matches the link that you see (www.akron.bbb.org), the email is safe. If the web address that pops up is different, or from an entity other than the Better Business Bureau (see below), the email is fraudulent.

Also, the BBB doesn’t send out attachments via email when alerting businesses a complaint has been filed against them. Any email purporting to be from the BBB regarding a complaint and containing an attachment is fraudulent; ignore its contents and delete them immediately. If you have already clicked on a link in any of these emails, you should run a full virus scan of your computer.

Below are examples of what the newest fake emails look like (different names and complaint ID numbers might be used in other bogus emails, but they will look a lot like these): 1) Valued business owner, we have received several complaints via the Better Business Bureau online complaint center concerning several unauthorized transactions from a number of checking bank accounts to your corporate account. You can view the complaints in our online complaint center using the following link: http:/track.lawnserviceglendaleaz.com/main.php?page=79517303f67f5c Your login data: Complaint ID: #10921Password: 10702:

2) Dear business owner, we have obtained several reports via the Better Business Bureau online complaint center concerning several unauthorized transactions from a number of checking bank accounts to your corporate account. You can access the complaints in our online complaint center using the following link:

The BBB Complaint CenterYour login data: Complaint ID: #12939Password: 10135: The Better Business Bureau acts as an intermediary between US and Canadian consumers and businesses, and assists in mitigating consumer-related issues as an impartial third-party service. In special cases the Better Business Bureau reserves the right to initiate an investigation of a business involved in potentially questionable practices.

Sincerely, Dispute Resolution Officer. Lars Phillips

Here is what an actual complaint notification from our BBB looks like: You may access the complaint file at www.akron.bbb.org. Click on ‘access a complaint’ in the blue box on the right side of the page. Enter your case id 900----- and your password abcdefg. Please select ‘business.’ Despite our efforts to stop these attacks, they will likely continue. Over the last few months, the Council of Better Business Bureaus has worked with both the FBI and the Secret Service, as well as employed a phishing deactivation service to shut down websites that host malware fraudulently using our name. These efforts are ongoing. Though we have no control over these emails, we apologize for any inconvenience. If you’ve received a fake BBB email and clicked on one of the links or opened an attachment, it is imperative that you run a virus scan to eradicate any viruses or malware. The particular virus at play is known as “Zeuss” or “Zbot” and is a “Trojan Horse” or spyware virus that downloads onto a recipient’s computer and harvests confidential and personal data without detection. According to the FBI, one criminal organization used Zeuss to collect $70 million from victims. This particular malware first surfaced back in 2007. The BBB’s antivirus provider, Symantec, published an antivirus signature in 2010. A link to the Symantec description of the virus is provided below. Please ensure that your antivirus protection services cover Zeuss/Zbot. If you have further questions or concerns, contact your BBB at (330) 253-4565 or at info@akron.bbb.org.

www.akron.bbb.org

FACTS Newsletter

scam Alert: Fake Emails Continue To Plague the Better Business Bureau

Last year, consumers turned to the BBB 87 million times to help them find trustworthy

businesses like yours. Now, they can access the information in the palm of their hand with the release of the official BBB Search App, a convenient, mobile BBB solution available for the iPhone, iPad and iPod Touch.

BBB Search features include:Search for local businesses by name, phone, URL, •

or category type. Search via current location or specified city, state or ZIP code.

Display search results in list or map views.•Access previous searches through the history•

menu. View the BBB Business Review for every•

business listing, complete with BBB Rating, contact info, BBB Accreditation status, consumer complaint history, and more.

Save a listed business’ info to Favorites or iOS • contacts.

Share a business’ BBB Business Review URL via• email, Twitter, or Facebook.

Find a local BBB near you.•Read the latest BBB Consumer News.•

The new and improved BBB Search App allows consumers on the go the ability to search businesses quickly and efficiently. To ensure your business is taking full advantage of this technology, review and update your information frequently with your BBB.

BBB Search 1.1 is available as a free app download on Apple’s iOS App Store for devices running iOS 3.1 or higher. An internet connection is required.

Visit www.bbb.org/iphone/ to download the app today!

BBB iPhone App Now Available

Your BBB Is Reaching Out...

With the support of our Accredited Businesses, the BBB is able to share with the public the importance of doing business with a BBB Accredited Business and encourage the use of our free services. Your BBB conducted the following community outreach:

February 24-26, 2012, your BBB provided resourceful information to the Akron HBA Home & Flower Show attendees on how to use a trustworthy business to complete projects around the home. Our plinko board and blue fortune cookies were definite attention grabbers as passersby were drawn to our booth and learned more about the BBB and services we have to offer.

March 4 through 10 was National Consumer Protection Week and your BBB participated in a Consumers Resource Fair at Richland Mall in Mansfield. Several consumers stopped by our table and received information on our services. We also attended and presented at several other community outreach events.

April 21, 2012 - Secure Your ID Day Your BBB along with Neoshred will be providing free document shredding at our Spring 2012 Secure Your ID Day. The event will take place on Saturday, April 21, 2012, from 9am-12pm at 895 E. Tallmadge Avenue, Akron, OH 44310. This free service helps promote proper document destruction, which is one step consumers should take to protect themselves from possible identity theft. Simply bring your documents to the location listed above the day of the event and we will shred them for you on the spot free of charge and provide you with some useful consumer tips as well. There is a limit of 10 boxes/bags per person; however, if you are going to greatly exceed the limit please contact NeoShred directly at (330) 253-8260 to make arrangements. We will also be accepting non-perishable food items to support Harvest for Hunger and the Akron-Canton Regional Foodbank.

BBB LEGAL LINE

We Say Thank You!

Your BBB has processed 1, 128 complaints since the beginning of this year. Receiving a

complaint from a customer is not always easy for a business, especially when it is the first filed complaint. However, a complaint can be an opportunity to improve products or services. A single complaint filed against your business generally will not affect your rating, but other factors, such as a pattern of complaints, will.

BBB accepts complaints against BBB Accredited Businesses and non-Accredited Businesses and acts as a neutral third party to help resolve complaints filed by consumers against businesses. BBB does not judge the validity of issues presented by a consumer as we understand that there are two sides to every dispute. To help Accredited Businesses feel more informed about how to handle a filed complaint with BBB, below are some suggestions for what to do when you receive a complaint.

Carefully read the consumer complaint forwarded to your business by BBB.

If you have any questions regarding the complaint, contact your BBB. •Dispute Resolution Consultants specialize in various industries and can help answer questions and provide further direction.

Provide BBB with a written response within 7 days of receipt, addressing •the complaint and advising the position your business will take. Attach any documentation that supports your response.

A BBB Accredited Business may also contact the customer directly to •resolve the complaint, but must then notify BBB of the outcome.

Complaints received through email can be answered by clicking the •“submit a response” link located on the left side of the email. The best way to respond to a complaint is through email so it can be tracked easily.

As a BBB Accredited Business, you agree to adhere to BBB’s Standards for •Trust, which include being responsive to all complaints filed against your business. By not responding to a complaint, the business’s rating will be affected and it will reflect on your BBB Business Review that a complaint has been closed as “no response.”

All filed complaints with BBB will stay on a company’s BBB Business •Review for three years.

If a resolution cannot be met from a filed complaint, BBB offers arbitration •services as a benefit to BBB Accredited Businesses to help settle consumer-business disputes privately through the use of a neutral arbitration process.

BBB Accredited Businesses with questions regarding complaints on their file can contact BBB by email at info@akron.bbb.org, by phone at (330) 253-4565 or by fax at (330) 253-6249.

What To Do When You Receive A Complaint Against Your Business

WHO’S MINDING THE STORE

ACCREDITEDCHARITYbbb.org

www.akron.bbb.org

Spring 2012

AKRONA1 Wireless ElletAB Shelby’s Auto Truck & Tractor- Trailer Repair (2)Allied Home Service, Inc.American CyborgAppliance Outlet (3)BrainHost.com (2)Brick’s Auto CareCameo KennelsCounty TowingCourtesy InnCoventry Tree ServiceDom’s Designs (2)EastSide Auto RepairFlex Team Professional TemporariesIowa Steak Co.Kirlin’s HallmarkLeo LandscapingMA-Tech USA, Ltd. (2)Miles Auto CarePhoenix Indoor Auto Sales (2)Pinnacle Investment Unlimited, LLCPrecision Overhead Garage Door ServiceRon Easley ConstructionS & H Auto RepairServant’s Custom CabinThe Getaway PubTheEasyForms, LLC (2) Van’s Tire, Inc.Windsor Park EstatesYRC, Inc.

ASHLANDPhillips & Company

BRUNSWICKCenter Road Auto SalesNorth American Hearing Centers (5)OhioTree.com (3)RCI Cement & Waterproofing

COPLEYDesigner LeagueEcono LodgeGreg’s Engine & MachineMerchant Service Center

CUYAHOGA FALLSEasy POS Software, LLC (2)Equity Solutions & Processing Associates (8)H.A.R.P. Program.org websiteHukill & Son ConstructionMcClellan Construction/ContractingPraxair Healthcare Services

DOYLESTOWNA & S

FAIRLAWNNexteriors, Inc. (2)The Help Button

HUDSONFamily First Moving, Inc.House of Ruffles KennelsIntegrity Audio Visual, LLC

KENTBlakenship RoofingHuber Concrete ConstructionVictory MachineWorld Cable

LODICloverleaf Community Rec Center

MANSFIELDBushes Out Of ControlC&D Auto SalesDon Haynes RubbishJollie PrimitivesLarry Morgan, General ContractorShelter Dogs of AmericaStop The Overpopulation of Pets, Inc.Studio 19

MEDINADunkin DonutsGuaranteed Appliance ServicesMedina TransmissionPlowmastersSuburban Septic Service, Inc.Wag-On-Inn (4)

MOGADOREHuth Rubbish Service, Inc.MPK Plumbing

NORTHFIELDXtremeModz (2)

RAVENNAAll Phases Contracting, LLC

RICHFIELDInternet Strategies Group

RITTMANAntique Warehouse (2)PCA Federal Credit Union

STOWWyoga Lake Towers

TALLMADGEOhio Best FoodsWassam Plumbing & Drain, Inc.

TWINSBURGBulldog Concrete & Construction, Inc.Legacy Supplies, Inc. WADSWORTHHirt’s Greenhouse & FlowersUnited RoofingUnmistakably Premier Homes

WOOSTERAdams Home ImprovementMcDonaldsOlde Jaol Brewing Co.

Despite two written requests from the BBB, the following listed companies have not responded to a complaint during the period of

January 1, 2012 and March 31, 2012. Numbers in ( ) indicate the number of unanswered complaints.

®

Letter grades To supplement Charity Reports

Our Charity Review Program provides potential donors with accurate, unbiased profiles on hundreds of non-profit organizations and charities.

In an effort to continuously improve our evaluations of local non-profit organizations, your BBB will be assigning LETTER GRADES to supplement our charity reports. Our Charity Reports will continue to share information about the mission, programs, and successes of local charities, but now organizations will additionally receive a letter grade, using our nationally recognized 20 Standards for Charitable Accountability as the guideline. This is to help ensure potential donors can continue to make an accurate and informed decision before giving.

WHO’S MINDING THE STORE

Start With Trust

CongRATULATions to the following Accredited Businesses for their continued

commitment and support to the ethics and standards of the Better Business Bureau.

40 YEARSValley Savings Bank

45 YEARSClearwater Systems, Inc.

55 YEARSCargill Inc. Salt DivisionGauer Services & Supply Company Inc.

60 YEARSCampfield Hickman Collier Funeral Home, Inc.Marhofer Chevrolet Inc.

65 YEARSCarroll’s Carpet & Flooring CompanyPerma Construction Company

70 YEARSPepsi Beverages Company

75 YEARSAkron Beacon Journal

90 YEARSBridgestone/Firestone Inc.The Goodyear Tire & Rubber Company

AKRONFunctional Endocrinology of OhioKay-9 Pet Salon, LLCMidas Auto Service ExpertsMy Personal ArtistOnyxx Marketing, Inc.Subcontractors Association of Northeast Ohio, Inc.Vista Data Systems

ATWATERBuckstone Building and Restoration

AURORAMRK Motorsports

BELLVILLETLC Kanvas Designs

BRUNSWICKM & L Maintenance and Repair, LLC

CHIPPEWA LAKEHuskins Water Hauling

CLINTONAnother Chance Septic CompanyJohn M. Roth & Sons

COPLEYKingdom Construction & Builders, LLC

CUYAHOGA FALLSEssential Wonders, Inc.Fritz Turf Care & Home Repair, LLCInk Spot PrintingLaw Offices of Brett E. StevensMidas Auto Service Experts

DALTONHann Heritage Homes, Inc.

DOYLESTOWNCutting Trim

FAIRLAWNMidas Auto Service Experts

HAYESVILLEConn’s Nursery & Landscaping

HILLIARDBCI, LLC

HUDSONAult Chiropractic, LLC Shield Security Special Services, LLC TLC Restoration

KENTHess Print Solutions

MANSFIELDCarothers A-1 Pest ControlFriend Engineering & Machine Company, Inc.Ray Peterson InsuranceUniversal Motors

MEDINAAmerican Institute of Healthcare ComplianceDiamond Cut Dog Grooming SchoolMidas Auto Service Experts

MOGADORERPM Auto Sales

MUNROE FALLSChoice One Management, Inc.

NORTHFIELDMidas Auto Service Experts

ONTARIOAuto-Credit of Mansfield, Inc.

ORRVILLEOrrvilla Retirement CommunityStollers, Inc.X L Pattern Shop, Inc.

RAVENNAEugenia A. Sarris, DDS, Inc.Portage Vision Care

RICHFIELDElbrus Construction

SHARON CENTERChuck & Charlie’s Home Remodelers

STOWLLT Barcode & LabelMidas Auto Service Experts

STREETSBOROMidas Auto Service Experts

TALLMADGECuster Paint & Powerwashing TWINSBURGEmpire Today, LLC

WADSWORTHBig M Lawn ServiceScott Kelly Construction Co.Santmeyer Oil Company, Inc.SherWare, Inc.

BBB sTAnDARDs FoR TRUsT

As a BBB Accredited Business, these companies have promised

to adhere to the ethical standards as outlined in the BBB Accredited

Business agreement. The tag, “BBB Accredited Business,” does not

imply endorsement. In short, the business agrees to:

Build TrustAdvertise Honestly

Tell The TruthBe TransparentHonor PromisesBe Responsive

Safeguard Privacy Embody Integrity

www.akron.bbb.org

Spring 2012FACTS Newsletter

secure Your iD DayApril 21, 2012

BB

B E

ven

ts

Better Business Bureau Serving Ashland, Medina, Portage, Richland, Summit & Wayne Counties

PRST STDU.S. POSTAGE

PAIDPERMIT NO. 32AKRON, OH

WelcomeWelcomeNew Accredited Businesses

We wish to recognize the following businesses and express to them our sincere appreciation for their decision to support the BBB’s principles and activities to

ensure that consumers and businesses alike have an unbiased source to guide them on matters of trust. new Members joining between January 2, 2012 and March 31, 2012.

BBB BOARD OF DIRECTORS

ChairAndrew Dix

Record Publishing Co.

Vice ChairJohn Peer

The Goodyear Tire & Rubber Co.

SecretaryRichard StahlInfoLine, Inc.

TreasurerCharles Vignos

Summa Health Systems

Asst. TreasurerDr. Ravi Krovi

The University of Akron

Daniel BahryBahry & Associates, Inc.

Timothy BetzAkron Beacon Journal

Timothy EnglertTim Englert Construction, Inc.

Brian FeisthamelInfocision

Daniel FlowersAkron-Canton Regional

Foodbank

Gary GrantFirstEnergy Corp.

Barbara GruseSterling Jewelers, Inc.

John GuranTime Warner Cable

Ronald MarhoferRon Marhofer Automall, Inc.

Jay MellonAtNetPlus

Lisa PapagerasUniversal Screen Arts, Inc.

Paul SekulaBridgestone Americas, Inc.

Helen SimpsonFirstMerit Bank NA

Scott PetersonSummit Racing Equipment

Legal CounselTimothy Truby

Roderick & Linton

President/CEOChristy Page

Better Business Bureau

Your BBB Has Gone SOCIAL!

‘Like’ our Facebook Page and join in the conversation with other Accredited Businesses just like you.

We would love to hear from you. Write on our wall and tell us how the Better Business Bureau is

benefiting your company. Or, leave a product/ service tip to benefit other businesses and consumers. In addition, consumers can also search our Accredited Business Database on our Facebook Page with the Facebook Find A Business Tab!

Consumers can now pull up your company’s BBB Business Review without leaving Facebook. All they have to do is click on the ‘Find a Business’ tab, type your business name, and view the results. Consumers can also ‘Like’ your Business Review

from this tab and share it on their wall for all their friends to see. If your business has a Facebook Fan Page, visit and ‘Like’ BBB’s page by visiting facebook.com/BBBakron. Also, look for other BBB Accredited Businesses and ‘Like’ their pages to show your support

Twitter: The 140-character social media platform serves as a gateway for you to access quick

information on business news, BBB events, accreditation updates, and much more! BBB’s Twitter

account is actively reaching out to support our Accredited Businesses. If your business is on Twitter, follow BBB at twitter.com/bbb_Akron

LinkedIn: Connect with the Better Business Bureau of Akron to stay up-to-date on Scam Alerts, event information and news from your BBB.

Fight Identity Theft with Your BBB with Free On-The-Spot Document Shredding

at NeoShred895 E. Tallmadge Avenue

Akron OH 443109am - 12pm

BBB Operations Activity: January - March 2012

108,373Business Review

Requests

1,128ComplaintsProcessed

6Arbitrations& Mediations

16Ad Reviews

732eQuote

Referrals