Better Business Bureau Serving Central, Northern & Western Arizona

Fourth Quarter 2016

inside this issue...

The Journey of BBB Accreditation

Accreditation isn't given. It's

earned. See all it takes to become

a BBB Accredited Business.

page 10

Improved Business Profiles

BBB launched new Business

Profiles designed to provide a

more user-friendly experience

on bbb.org.

page 9

BBB Scam Tracker

New tool empowers

businesses and

consumers in 2016.

page 7

® A quarterly newsletter for BBB® Accredited Businesses

The Secret to 68 Years of Fun Business

Business Connection

, page 3

Better Business Bureau Serving Central, Northern & Western Arizona 2

2017 OFFICERS:Chair - David Lorenz: First Fidelity BankVice Chair - Ken Bonham: Lucid Agency Treasurer - Mike Bontrager: Adolfson & Peterson ConstructionSecretary - Carrie Young: SRPImmediate Past Chair – Gary Sneed: Desert Schools Federal Credit UnionPresident - Matthew Fehling: Better Business Bureau

DIRECTORS:Kim Anderson-Matich: Anderson Security AgencyMaria Barquin: La Campesina RadioBrian Burt: Snell & Wilmer, LLPRon Cohen: CRC BroadcastingJohn P. Curran: U.S. Postal Inspection Service Rick Dircks: Dircks Moving Services Mike Donley: Donley Service CenterAmbrose Earle: Shamrock Foods Ash Hachmeister: beni.fitTom Higginbotham: Sun Devil Auto Andrew John: John's Refrigeration Heating & CoolingJoe Kelly: Triad Consulting GroupAsst. Chief Michael Kurtenbach: Phoenix Police Dept. Kevin Lange: Reveal Concepts Co.Cheryl Lewis: IsagenixTom Licurgo: Ashley Furniture HomestoresMike McGuirk: ProCopyNathan Mendanhall: Sonora Quest Laboratories Brian Mohr: Y Scouts Curt Morgan (ARAC): Shadow Mountain Auto ServiceGarry Ong: Mu Shu Asian Grill RestaurantsElaine E. Ralls: Commit AgencyLee Scanzano: Cox CommunicationsChris Sharfner: C&J Professional Cleaning ServicesGerald L. Smithson: JLS ConsultingJim Sollenberger: Cue Financial Group, Inc.Bill Verdini: Emeritus Dean ASU/W.P. Carey School of BusinessCelia Waddington: Ignite Creative ServicesTyler Yates: Yates Buick GMC

YAVAPAI COUNTY ADVISORY COUNCIL

OFFICERS: Chair - David Barrett: Barrett Propane Vice Chair - Susan Abbott: Home Instead Senior Care

MEMBERS:David Franz: Ridgeline Builders, LLCSteve LaFleur: Prescott Import Car Service Connie Manning: Prescott AAA Arizona Neal Sneller: Prescott Chamber of Commerce

BBB FOUNDATION

OFFICERS:Chair - Bill Verdini: Emeritus Dean ASU/W.P. Carey School of BusinessVice Chair/Treasurer - Brian Burt: Snell & Wilmer Immediate Past Chair - Larry Seay: Community Volunteer Secretary - Matthew Fehling: Better Business Bureau

DIRECTORS:Brian Mohr: Y ScoutsPeggy Baker: Community Volunteer Joe Dean: Dean Enterprises Jim Donley: Donley Service Center Tom Fannin: Coldwell Banker Marty Laurel: Community Volunteer Katie Osbourne: Community VolunteerGary Volkenant: Community Volunteer

Independent Legal CounselAndrea Lovell, Ryley Carlock & Applewhite

BBB BOARD OF DIRECTORS

STANDARDSTRUSTfor

Build Trust

Advertise Honestly

Tell the Truth

Be Transparent

Honor Promises

Be Responsive

Safeguard Privacy

Embody Integrity

standards.arizonabbb.org

Need Our Help?

Call BBB’s Accredited Business Support Team at (844) 220-8730 oryourbbb@arizonabbb.org

Live Chat at bbb.org

THANK YOUfor committing to BBB’s

December 2016, Vol. 77, No 4. BBB Business Connection (USPS 006-370) is issued by Better Business Bureau at 1010 E. Missouri Avenue, Phoenix, Arizona 85014 to its Accredited Businesses and subscribers. It is published quarterly to report business and consumer information, facts about schemes, solicitations, government actions affecting business and Better Business Bureau news. Reference to or mention made of any company, product or service herein is not to be interpreted, per se, as statements derogatory of such company, product or service, but as information obtained from sources believed to be reliable for the use of such Accredited Businesses and subscribers. Subscription price is $12/year to BBB Accredited Businesses. Periodical postage paid at Phoenix, Arizona. POSTMASTER: Send address changes to BBB Business Connection, 1010 E. Missouri Avenue, Phoenix, Arizona 85014.

In This Issue...

Easley's Fun Shop

Torch Awards for Ethics

BBB Experts

Cost-Saving Program from Desert Schools Federal Credit Union

Connecting with Businesses & Consumers in Arizona

BBB Scam Tracker

Look for Your 2017 Mailing

BBB Integrity Golf Classic

Free Meeting Space

Newly Improved Business Profiles

The Journey of Accreditation

Thank You Media Sponsors

Mark Your Calendars!

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Easley’s Fun Shop

You can’t miss it. From the outside, the yellow building and vibrant sign promise fun, making it hard to drive by without wondering what’s inside. Once inside, a first glance awakens the imagination as costumes, masks, hats, wigs, and countless accessories fill up almost every inch of the store. The possibilities are endless and while the outcome of a visit might be uncertain, one thing is for sure, fun will be part of the experience at Easley’s Fun Shop.

Founded by Vaudeville Magician Bert Easley in 1947, Easley’s Fun Shop has evolved from a small magic store to a 15,000 square foot wonderland featuring gag gifts, novelties, costumes, theatrical makeup, accessories, and more. But how does a small shop turn into a store offering more than 10,000 costumes? Store President Debbie Easley attributes the shop’s growth and success to its ability to evolve with the times. The small magic shop soon added gifts and novelties in response to local demands. New products included

Be Part of BBB’s Torch Awards for Ethics Don’t miss the opportunity to join us as we celebrate and recognize 15 Arizona companies for their commitment to making ethics an essential part of their business.

Save the Date! April 12, 2017

Visit torchawards.arizonabbb.org to see how your company can be involved.

Save Your Seat | Become a Sponsor | Host a Student

“over the hill” items, hats, and wigs. Later, the second generation saw a need to add costumes, not only for rent, but for sale. The third generation took the shop online, developing a website and making most products available to consumers worldwide.

“We are excited to see where the fourth generation takes us!” said Debbie Easley.

Part of the evolution of Easley’s Fun Shop included its commitment to operating ethically, and a few years after opening, they joined Better Business Bureau’s (BBB) community of trustworthy businesses earning accreditation in 1964. Today, the family is proud to celebrate more than 50 years as an Accredited Business, upholding BBB’s ethical standards.

Walking through the store, it’s easy to see the family’s commitment to good business practices. In bold letters, consumers are reminded of the store’s refund and exchange policy, “We do not do refunds

or exchanges. Please try on all costumes and accessories and be absolutely sure you are happy with them.” Clear policies are just one of the many factors contributing to the long-standing success of Easley’s Fun Shop.

“Easley’s joins more than 20 local businesses celebrating more than 50 years of accreditation,” said Matthew Fehling, BBB President/CEO. “The commitment of long-standing businesses to ethics demonstrates the importance of making it part of the culture right from the start.”

®

The Secret to 68 Years of Fun Businesssiness

BBB joins four generations of the Easley family during a Facebook Live in October.

Better Business Bureau Serving Central, Northern & Western Arizona 4

Tiffany JohnsonInformation SpecialistQ: Customers usually file a complaint with BBB before letting me know there’s an issue. What is BBB’s process when a consumer wants to file a complaint?

A: When a consumer calls or goes online to file a complaint, BBB encourages them to

contact the company first to try and solve the problem. If the consumer states they’ve

made an attempt to reach the company and were unsuccessful, then we provide

information on how to file a complaint - either online, by mail or in person at one of our

campuses.

BBB Experts Answer Your Questions

Alexis GavaganTrade Practices and Investigations SpecialistQ: As an Accredited Business, can I include my BBB grade on marketing materials?

A: BBB recommends not including your grade on any marketing material since it can

change at any time. If you decide to include your grade, it must be accompanied with

an “as of” date to provide consumers updated information. When advertising online, we

encourage you hyperlink the ad to your BBB Business Profile where consumers can easily

see your current grade.

Have a question? Email yourbbb@arizonabbb.org with subject line: “Ask the Experts.”

Cost-Saving Merchant Processing Program for BBB Accredited Businesses

• Connect with Us• Connect with Your Customers• Payment Services for Your Business

*Elavon has partnered with Desert Schools Federal Credit Union to offer a discounted merchant services program to BBB Accredited Businesses. Call or email today for details.

602-335-BIZ1 (2491) businesssolutions@desertschools.org

bbb.org 5

DID YOU KNOW?

*Statistics from September 1 through December 31, 2016

More Than a Meeting Space

779 BBB Accredited

Business applications

accepted across Greater

Arizona

80 BBB Accredited

Business applications

denied for not meeting

BBB’s standards

8,125 BBB Customer

Reviews submitted for

local businesses

10 businesses revoked

for failure to meet

BBB standards

1,264, 020 BBB

Business Reviews

requested

In a time when many organizations

consider moving brick-and-mortar

operations online, Better Business

Bureau expanded its physical presence

to offer a Business & Community Center.

After hosting almost 100 events last year,

we learned our Business & Community

Center is more than just meeting space

– it is a hub for making meaningful

connections.

All types of professional events

took place at BBB last year. From three-

person training sessions to 60-people

holiday mixers, visitors not only used

the space, they met new people, made valuable connections, learned about

resources, developed ideas, and, most importantly, put a face to the BBB brand

by meeting our staff. We couldn’t have asked for better support and response

from our community.

Organizations such as the Alliance of Arizona Nonprofits and Vistage

International met with their members. Local businesses such as Y-Scouts

and Desert Schools Federal Credit Union held training and strategic planning

sessions. Nonprofits such as Junior Achievement and Area Agency on Aging

advanced their missions.

What will you accomplish at BBB’s Business and Community Center

in 2017?

• For now, start by visiting reservations.arizonabbb.org to schedule a tour

of our facility.

• Visit our center - Take a tour of our campuses in Phoenix, Prescott, Lake

Havasu City and Yuma.

• Schedule your event - Visit reservations.arizonabbb.org to reserve your

date.

• Host your event - Hold a successful event with Wi-Fi, flat panel wall

displays, projectors, white boards, and more.

• Share your experience - Don’t miss the opportunity to take a picture of

the huge welcome sign featuring your company logo at the entrance –

and share on social media.

• Rate our facility and staff at bitly.com/BBBGooglePlus.

Please update your records with our new mailing address: 1010 E. Missouri Ave., Phoenix, AZ 85014

Better Business Bureau Serving Central, Northern & Western Arizona 6

Connecting with Businesses & Consumers in Arizona

BBB Ethics Seminar in Phoenix

Most Admired Leaders Awards

BBB University in Yuma

DogtoberFest in Prescott

Chino Valley Chamber Luncheon

BBB University in Lake Havasu City BBB Social Media Seminar in Flagstaff

City of Yuma Interview

TrueConnect Event at BBB

Yuma Chamber Breakfast Veterans’ Day Parade in Lake Havasu City

Lake Havasu Chamber’s Consumer Marketplace

®

Building a Community of Trustworthy Businesses

bbb.org 7

R eports to BBB’s Scam

Tracker in 2016 confirmed tax

scams are still the top scam,

despite a huge drop in reports

after a September police raid

in Mumbai, India. The list below

was compiled based on more

than 30,000 scam reports filed

by consumers on bbb.org/scamtracker, a free, interactive

online tool launched last year by

the BBB Institute for Marketplace

Trust. Not all consumers and

businesses lost money, as many

recognized the scam before

being victimized, but reported it

anyway to help warn others.

The top three scams on

the 2016 list – tax scams, debt collection scams, and sweepstakes/prizes/gifts scams

– were the same as in 2015.

New to the top 10 are online-purchase scams (#4) and phishing scams (#10). Online purchase

scams were common in 2015 as

well, but this scam type was not

added as a BBB Scam Tracker

category until 2016.

2017 Decal Arriving Soon

Thank you for supporting ethics as a BBB

Accredited Business. As we look toward 2017,

we want to share 2016’s accomplishments and

ensure you have the 2017 Accredited Business

sticker to display at your place of business.

Keep an eye out for a special package that

includes your 2017 Accredited Business sticker,

BBB’s Annual Review, and a special gift to be

mailed late January.

®

7

2016 Winner

BBB Scam Tracker Empowers Businesses, Consumers in 2016

Employment scams (#5) are

also new to the top 10, but only

because work-from-home scams,

previously a separate category,

were included. Another change is

the drop of tech support scams

from #4 last year to #7 this year.

Scam Type Scam Reports Percentage Last Year

Tax Scams (IRS & CRA)

7,530 25.0 24.0

Debt Collections 2,456 8.2 8.3

Sweepstakes/Prizes/Gifts

2,102 7.0 8.0

Online Purchase 1,891 6.3 ---

Employment 1,773 5.9 ---

Government Grant

1,453 4.8 5.7

Tech Support 1,382 4.6 6.0

Advance Fee Loan

965 3.2 3.8

Fake Check/Money Order

872 2.9 2.4

Phishing 776 2.6 ---

BBB encouraged business

owners and employees to stay

connected to this free, user-

generated database to avoid

schemes in 2017.

Free* Meeting & Training Space at BBB!

BBB Business & Community Center

Host your next event at Better Business Bureau. Free* rooms for meetings,

presentations, trainings, and events.

reservations.arizonabbb.org

®

*Restrictions may apply

Better Business Bureau Serving Central, Northern & Western Arizona 8

Thank You A huge thank you to everyone who supported BBB’s 26th Annual

Integrity Golf Classic October 13 at The Legacy Golf Resort. We had a field

of 117 golfers enjoying perfect weather! Special thanks to Swiss America

Trading Corporation for sponsoring the event and thanks also to SRP for

providing volunteers (bottom left).

Congratulations to employees from Arrowhead Honda who won BBB’s

Helicopter Ball Drop Raffle (bottom right). Thanks to all who entered the raffle

to support BBB’s Foundation. View more photos at golf.arizonabbb.org.

SRP Volunteers 2016 BBB Integrity Golf Committee Raffle Winners from Arrowhead Honda

BBB recently launched new Business Profiles designed to provide a more user-friendly experience when consumers access your information on bbb.org. The new layout focuses on highlighting a company’s accreditation and showcasing its brand, facilities, staff and more through photos and video.

bbb.org 9

View Your Newly Improved BBB Business Profile

Other features include:

• Larger Twitter feed

• Customer Review rating breakdown

• Customer Reviews can be sorted by: rating, most helpful, and date

• Clear and prominent display of business information

Large

BBB

Rating

Prominent

“Submit a

Review”

button

Photos

and videos

showcased

front & center

Simple and easy-

to-use labeled tabs

to access company

information

Solid green banner

and larger BBB Trust

Seal to highlight BBB

Accreditation

Contact Your BBB Accredited Business Support Team

yourbbb@arizonabbb.org | 602.264.1727 | Live chat at arizonabbb.org

THE JOURNEY of Becoming a BBB Accredited Business

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BBB Accreditation is an honor that is earned. You've likely heard this statement before because we truly believe in it and continue to share it with our community. It's also an important reminder that not every company who wants to be accredited by BBB is approved. Here is a behind the scenes look at our process.

The journey of becoming a BBB Accredited Business starts with an invitation to apply, then leads to a team of professionals dedicated to researching and verifying the reputation of applicants. The time devoted to an application varies depending on the complexity of the company file, industry, marketing materials and history in the market. An application is either approved, rejected, denied or held for further investigation.

BBB's application vetting process:

1. BBB’s Standards for Trust

• Ensure the applicant is adhering to our eight principles: Build Trust, Advertise Honestly, Tell the Truth, Be Transparent, Honor Promises, Be Responsive, Safeguard Privacy, Embody Integrity

2. Data Verification

• Review BBB database for related businesses based on business name, officers, address, phone number, email, website, and business start date

• Review remarks for any pending issues for concerns

• Verify that the business has been operating for at least 12 months

• Conduct online search for information relating to the business or officers (news, complaint blogs, customer reviews)

• Search for additional information or affiliations through Intranet

• Search Intranet for matching scam tracker reports

• Check for unanswered, unresolved, unpursuable, pending, serious complaints or potential pattern of complaints in past 3 years

• Verify rating of B or better and review any files in update

3. Government Action

• Check for any government actions that may affect accreditation

4. Licensing

• Check for licensing with appropriate agencies

5. Website Review/Advertising

• Review website content and marketing materials to ensure claims are truthful

If an application passes all verification points, BBB staff recommends approval to our board of directors. Accreditation fees are processed and the accreditation activated and the company is welcomed into BBB's Community of Trustworthy Businesses. Before accreditation is renewed each year, staff revisits the verification process to ensure accuracy of all business information.

bbb.org 11

Absolute Comfort Heating & Cooling . Advanced Auto Service & Tire Centers All Seasons Retractables . Alert Cleaning Services, Inc. . Arizona Kitchens by Max A Smooth Move . Austin Fleck Property Management . AZHomeBuyer.com Azex Pest Solutions . Basurto General Contractor . Berge Ford . Brewer’s Air

Conditioning & Heating, Inc. . Capstone Roofing . Champ’s Auto Repair Service

Dusty Creek Builders, Inc. . Earth Water Fire . Ed Whitehead’s Tire Country Fixtures Done Right LLC . Goodmans Interior Structures . Hobaica Services,

Inc. . JC Tarasco Construction & Painting . Joseph’s Coat Painting . Kelly Clark

Automotive Specialists . Landscape Authority, LLC . Linda Booker Realty . Lodi

Garage Doors and More . MasterTech Pest Solutions . Metro Movers . Monsoon

Roofing . P.J. Hussey & Associates, Inc. . Randall J. Craig Attorney at Law Sam’s Auto Body . Savage Air Conditioning, Inc. . Sexton Pest Control S&S

Southwestern Management . True View Windows . Velarde Floor Covering

BRONZE & COPPER:

DIAMOND:

ADAMSREFRIGERATION CO.

SINCE 1947

Thank You BBB Media Sponsors

SILVER:

GOLD:

BBB Sponsorship

FAQsWho can be a media sponsor?

All BBB Accredited Businesses

are welcome to participate in

media sponsorship.

What’s included in sponsorship packages?

In addition to the annual

accreditation fee, sponsorship

packages offer a variety of

advertising options. Packages

can be an affordable addition to

your marketing plan as different

forms of advertising are offered

like online directory ads, website

banners, radio, TV, and outdoor

ads, as well as customer survey

cards.

What does BBB do with the money it gets from sponsors?

Sponsorship fees help cover

advertising costs associated

with our packages. Additionally,

it supports BBB in fulfilling core

services, like guiding consumers

to spend money wisely.

How can my business become a sponsor?

We would be happy to set an

appointment to review which

sponsorship package would be

the best fit for your company.

Call us today at 602-240-3999 or email sponsorship@arizonabbb.org.

PLATINUM:

EMERALD:Air Conditioning Plumbing | Solar

BUY • SELL • TRADE10261 N. SCOTTSDALE RD., SCOTTSDALE AZ 85253

SINCE 1971

Better Business Bureau Serving Central, Northern & Western Arizona 12

®

Better Business Bureau® Serving Central, Northern & Western Arizona1010 E. Missouri AvenuePhoenix, Arizona 85014

Unless otherwise indicated, all events take place in the Phoenix area. Seminars are free. Register at events.arizonabbb.org.

Mark Your Calendars! Upcoming Educational & Signature Events

february

9 | How to Be a Legacy Leader from 11:30 a.m. to 1 p.m. Presented by Tom Zender, CEO Mentor, Author and Speaker

22 | Harness Your Stress into Successfrom 11:30 a.m. to 1 p.m. Presented by Sara Regester, Certified Integrative Health Coach

march

9 | Mobile and Social Media Legal Considerations: Key Issues that Should be Keeping All Brand Owners and Employers Up at Night from 12 to 1:30 p.m. (lunch will be provided)

30 | Three Necessary Ingredients for a Successful Business from 11:30 a.m. to 1 p.m. Presented by Susan Brooks, Entrepreneur, Author and International Speaker

connect.arizonabbb.org

®

Please join us on Wednesday, April 12, 2017 at 6 p.m. at the

Arizona Biltmore Resort & Spa to honor 15 Arizona companies

at the BBB Torch Awards for Ethics!

torchawards.arizonabbb.org