second quarter 2014 business connection · marty laurel, community volunteer tom licurgo, ashley...
TRANSCRIPT
Better Business Bureau Serving Central, Northern & Western Arizona
Second Quarter 2014
inside this issue...
Need Extra Help This Summer?
Internships are a great way for
students to learn about their
chosen field, and for businesses
to get help on projects.
page 6
Industry Expert Collaborations
Four groups of experts support
BBB’s self-regulation process by
providing valuable contributions
to address local issues.
page 3
BBB Accredited Business
Testimonials
Demonstrate your company’s
strong ethical values by taking part
in BBB Connection visits.
page 7
®
A quarterly newsletter for BBB® Accredited Businesses
BBB Business Ethics Awards pages 4 & 5
Business Connection
Better Business Bureau Serving Central, Northern & Western Arizona 2
2014 Officers:Chair – Brian Mohr, Y Scouts Vice Chair – Brian Burt, Snell & WilmerTreasurer – Gary Sneed, Desert Schools Federal Credit UnionSecretary – David Lorenz, Wells Fargo BankImmediate Past Chair – Rick Dircks, Dircks Moving ServicesPresident – Matthew Fehling, BBB
DirectOrs:Ken Bonham, Lucid AgencyMike Bontrager, Weitz ConstructionRon Cohen, CRC Broadcasting Co.John Curran, U.S. Postal Inspection ServiceJim Donley, (ACIAC) Donley Service CenterAmbrose Earle, Shamrock FoodsChief Daniel Garcia, Phoenix Police Dept. John Hartgrave, (ARAC) Purcell’s Western States Tire & Auto Tom Higginbotham, Sun Devil AutoBob Jones, Quality Transmission Service, Inc.Joe Kelly, Triad Consulting Corporation Kevin Lange, KeyserMarty Laurel, Community VolunteerTom Licurgo, Ashley Furniture HomestoresMike McGuirk, ProCopyGarry Ong, Mu Shu Asian GrillChris Petroff, Greater Phoenix Economic CouncilElaine Ralls, air InTEGRATED Curt Rock, (ARAC) Curt’s Auto RepairLee Scanzano, Cox CommunicationsGerald Smithson, JLS ConsultingJim Sollenberger, Cue Financial Group, Inc.Bill Verdini, ASU/ W.P. Carey School of BusinessGary Volkenant, Community VolunteerCarrie Young, SRP
June 2014, Vol. 75, no 2. BBB Business Connection (USPS 006-370) is issued by Better Business Bureau at 4428 north 12th Street, 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, 4428 n. 12th Street, Phoenix, Arizona 85014.
YAVAPAi cOUNtY ADVisOrY cOUNciL
Officers: Chair – Dave Barrett, Barrett Propane Vice-Chair – Susan Abbott, Home Instead Senior Care
MeMBers:Bill Fencken, BBB Foundation Board MemberSteve LaFleur, Prescott Import Car ServiceConnie Manning, AAA Arizona nathan Mendenhall, Sonora Quest Laboratories of northern AZJohn R. Stevens, Stevens Tax Services, LLC
BBB fOUNDAtiON
Officers:Chair – Katie Osborne, Blue Cross/Blue Shield of Arizona Vice Chair – Larry Seay, Meritage Homes Corporation Treasurer – Bill Verdini, ASU/ W.P. Carey School of BusinessSecretary – Matthew Fehling, BBB
DirectOrs:Peggy Baker, Community VolunteerJoe Dean, Dean Enterprises Jim Donley, Donley Service CenterTom Fannin, Coldwell Banker Success RealtyBill Fencken, Community VolunteerJerry Hall, Community VolunteerDean Rennell, Wells Fargo BankGary Volkenant, Community Volunteer
independent Legal counselAndrea Lovell, Ryley Carlock & Applewhite
BBB BOARD of DIRECTORS
STANDARDSTRUSTfor
Build Trust Establish and maintain a positive track
record in the marketplace.
Advertise Honestly Adhere to established standards of
advertising and selling.
Tell the Truth Honestly represent products and
services, including clear and adequate
disclosures of all material terms.
Be Transparent Openly identify the nature, location,
and ownership of the business, and
clearly disclose all policies, guarantees
and procedures that bear on a
customer’s decision to buy.
Honor Promises Abide by all written agreements and
verbal representations.
Be Responsive Address marketplace disputes quickly,
professionally, and in good faith.
Safeguard PrivacyProtect any data collected against
mishandling and fraud, collect personal
information only as needed, and
respect the preferences of consumers
regarding the use of their information.
Embody Integrity Approach all business dealings,
marketplace transactions and
commitments with integrity.
go.bbb.org/StandardsForTrust
Connect With Your BBB!For the latest BBB news, alerts, & tips,
find us at go.bbb.org/finduson
Accredited Business Services: (602) 264-1727
arizonabbb.org 3
Industry Expert Collaborations Make 20+ Year Impact
A s a leader in advancing marketplace
trust, BBB regularly brings together
industry experts to make a positive impact
in the community. Since 1993 and as recent
as 2012, four groups of experts support
BBB’s self-regulation process by providing
valuable contributions to help address
local issues.
“We see value in staying connected
to top industry leaders who care just as
much as we do about the communities
we serve,” BBB President/CEO Matthew
Fehling said. “From assisting with complex
disputes and providing guidance on
industry tips, to connecting us with others
in their industry, these collaborations
further our mission for maximum impact.”
BBB’s Key Expert Collaborations:
Arizona Mortgage Advisory Council
(AzMAC): Comprised of representatives
from state escrow, mortgage lender, and
credit counseling associations, AzMAC
helps BBB improve the advertising and
selling climate of the mortgage industry.
Air Conditioning Industry Advisory
Committee (ACIAC): In direct response to
a growing number of complex, unresolved
disputes in the air conditioning industry,
professionals meet monthly to review
cases referred by BBB’s Dispute Resolution
Department.
Auto Repair Advisory Committee (ARAC):
Since 1993, representatives from local
dealerships, transmission repair, body,
paint, and general independent shops
meet on a monthly basis to review cases
referred by BBB’s Dispute Resolution
Department.
Marketplace Intelligence Taskforce
(MIT): Select Arizona agencies with
a vested interest in monitoring,
regulating and taking further action
against unethical businesses meet with
BBB leaders on a quarterly basis. The
task force leverages its data by building
stronger ties with agencies across
Arizona in order to consistently expose
unscrupulous businesses affecting
Arizona consumers.
To learn more about BBB’s expert
groups, visit the “Get To Know Us”
section of arizonabbb.org and look for
“Industry Expert Groups.”
BBBASAP: New Service Delivers Customers
Coming Soon — Get
real-time leads from
motivated customers
directly to your
smartphone! BBBASAP
connects people in need
of service to trusted BBB
Accredited Businesses.
Within seconds, your
business can have quality
leads delivered directly*
to your smartphone.
You must download the
free BBBASAP app on
your iPhone or Android
device and register
in order to use this
service. Learn more at
login.arizonabbb.org
*Standard text messaging
rates apply.
BBB’s ACIAC Committe — Back Row (left to right): Andrew John from John’s Refrigeration, Danny Kregle from Efficiency Mechanical II, Jim Probst from George Brazil Air Conditioning, Kevin Howard from Howard Air, and Joel Harris from Sterling Services
Front Row (left to right): Daniel Ozment from Climate Pro Air Conditioning, Louis Hobaica from Hobaica Services, Roberta “Sissy” Shank from Chas Roberts A/C and Plumbing, and Rich Morgan from Magic Touch Mechanical.
Not pictured: Jim Donley from Donley’s Air Conditioning
Better Business Bureau Serving Central, Northern & Western Arizona 4
2014
BBB Business Ethics AwardsNearly 400 people gathered May 7 at the
Arizona Biltmore to recognize outstanding
local businesses that maintain a solid
commitment to ethics and trust.
®
1. 2.
8. 9.
5.
1. Phoebe Chilton, Mikayla Wilson, Jordan Gonen, and Parker Greene were this year’s winners in the “Laws of Life” Essay Contest. Students in grades 9-12 wrote about the values that matter most in their lives, and were judged on organization of thought, clarity of expression, enthusiasm and overall quality of writing.
arizonabbb.org 5
3. 4.
10. 11.
6. 7.
Event Sponsor 2. Past winners gathered at a special VIP reception before the awards, showing their continued support of BBB’s mission.
3. Ann Rhoades, President of People’s Ink and best-selling author, gave the keynote speech on creating an effective company culture.
4. Category 1 winner David Denmon of Dave’s Car Care with BBB Ethics Committee Chair Jerry Smithson, BBB Board Chair Brian Mohr and BBB President Matthew Fehling.
5. Category 2 winners Jason, Randy and Ron Fornoff from MTS Painting and Property Service, Inc. with BBB President Matthew Fehling.
6. Stefan Sharpensteen and Michelle Wu were among the ten students who experienced the Business Ethics Awards thanks to the support and generosity ofBlue Cross® Blue Shield® of Arizona, Del Sol Furniture, Donley Service Center, Norris Air, Parker and Sons, Hobaica, and Cox Communications.
7. Master of Ceremonies Patt McMahon with his wife Duffy.
8. The family and employees of Mason’s Mechanical celebrate their Category 3 win.
9. Jeremy and Michael Smith from California Pools & Landscape high five after being named Category 4 winners.
10. “Being your BBB Ethics Reporter was a blast. I love meeting new people and learning about different careers. I met some great business people and it was an awesome experience.” ~Megan Olson, 2014 BBB Ethics Reporter with James Shipp from Moses, Inc.
11. Category 5 winner Paul Kelly from Parker & Sons with his wife Trisha.
Find more information and event photos at ethics.arizonabbb.org.
Better Business Bureau Serving Central, Northern & Western Arizona 6
Alexandria MosleyDispute Resolution Consultant
Q: Do BBB Customer Reviews
affect my BBB grade?
A: No, customer reviews do not
affect your grade with BBB. You
can view the 16 different factors
that affect your grade by visiting
bit.ly/BBBGRADE.
Janet Torricellas Yuma County Director
Q: Can a customer review be
removed by BBB?
A: A BBB Customer Review
can only be removed if BBB
receives an email request from
the customer who filed the
review. The email address must
match the one used to file the
customer review.
BBB Experts Answer Your Questions
Summer Internships Done RightBy Mountain State Employers Council
Unpaid summer internships are a great way for students to learn more
about their chosen field, and for businesses to get help on special projects.
Businesses can offer unpaid internships by following six criteria set out
by the Department of Labor:
1. The internship, even though it includes actual operation of the
facilities of the employer, is similar to training which would be given in
an educational environment;
2. The internship experience is for the benefit of the intern;
3. The intern does not displace regular employees, but works under
close supervision of existing staff;
4. The employer derives no immediate advantage from the activities of
the intern; and, on occasion, its operations may actually be impeded;
5. The intern is not necessarily entitled to a job at the conclusion of the
internship;
6. The employer and the intern understand that the intern is not entitled
to wages for the time spent in the internship.
If all criteria are met, an employment relationship does not exist, and
minimum wage and overtime provisions do not apply to the intern. If criteria
are not met, it is best to hire the individual as a temporary employee.
Mountain States Employers Council (MSEC) also recommends that the
internship be coordinated through an educational institution where the
intern can receive school credit. Refer to www.dol.gov for more information
on internship programs.
“One of the most rewarding aspects
about participating in an internship
is the real world experience you gain.
Working at BBB is great because I’m
always learning something new, whether
it’s writing a press release or blog , or
collaborating on a team project, there is
always something new to be learned.”
~Lauren Topor, BBB Intern
Do you have a question for BBB? Ask us by emailing [email protected], subject line: “Ask the Experts”.
BBB Accredited Business Testimonial Photos
Take part in our new movement: BBB Accredited Business Connection
Visits. Let us celebrate your business, connect with your staff, and showcase
your involvement in reinforcing trust and credibility in the marketplace
community by scheduling a BBB Connection visit!
We encourage you to share your company’s ethical values. To schedule
your appointment,
please call Andrea
Garcia, Business
Development Specialist,
at 602-212-2232 or email
arizonabbb.org 7
DiD You Know?
See what others are saying,
by viewing our Accredited
Business testimonial photos at
testimonials.arizonabbb.org.
* Statistics from March 6, to June 6, 2014
Sources:
infographicjournal.com/online-reviews/
cooldailyinfographics.com/post/infographic-how-online-reviews-can-make-or-break-your-business
70% of consumers
consult online reviews before
making a purchase...
of BBB Accredited
Businesses are utilizing BBB
Customer Reviews.
only 33%BuT
85% of businesses became
BBB Accredited to market the BBB
Trust Seal (logo) and promote
consumer confidence...
of BBB Accredited
Businesses have the BBB Trust Seal
installed correctly on their website.
only 26%BuT
3,950Local BBB
Customer Reviews submitted.*
11 businesses
revoked for a failure to
meet BBB standards.*
BBB Business
Reviews requested.*
907,757
Better Business Bureau Serving Central, Northern & Western Arizona 8
Central Arizona Highlights
COVERING MARICOPA, GILA AND LA PAZ COUNTIES, BBB
serves more than 9,200 accredited business in the Central
Arizona area. BBB Accredited Businesses are eligible to
take advantage of the many benefits offered, among them
exposure for their commitment to ethics. Collaboration
with local community, business and government agencies
allow us to build awareness of BBB and the businesses that
support our mission.
Proud Local Businesses Display BBB Accreditation at Maricopa Home & Landscape Show
A long
with many
accredited
businesses,
BBB was
present
at May’s
Maricopa
Home &
Landscape
Show.
An ad
reminding consumers to look for the BBB Trust Seal
(logo) was part of the program, and BBB staff visited
booths providing the seal to accredited businesses and
gathering testimonials. Next Maricopa Home & Garden
Show is July 19-20. Hope to see you there!
BBB in the News
The Arizona
Republic
highlighted a
jury duty scam
with a new
twist: email. The
email appears
to be a jury
summons and
asks receivers
to download the
notice, only to
install malware
on computers.
BBB reminds
consumers,
summons are
typically issued
by postcard and if in doubt, to contact the Maricopa
County Superior Court at 602-372-5879.
Full House at BBB’s Wage Seminar
More than 25 accredited businesses attended BBB’s
seminar on wage and hour requirements, presented by Lorie
Birk with Mountain States Employers Council. One attendee
indicated it was very beneficial and appreciated Lorie’s
knowledge and ability to answer questions. Sign up for the next
seminar at events.arizonabbb.org
arizonabbb.org 9
Northern Arizona Highlights
ThANk yOU FOR yOUR SUPPORT of BBB’s mission and for
your commitment to ethics in the marketplace. While BBB
provides resources to consumers and businesses on making
wise purchasing decisions, BBB also builds an awareness
of businesses, like yours, that adhere to BBB’s Standards
for Trust. So, again, thank you, and certainly contact our
BBB branch serving Northern Arizona—we will be happy
to answer your questions about BBB services and benefits
available to you. ~Mary hawkes, yavapai County Office Director
New BBB Commercial Airs in Yavapai County
Through July,
BBB’s commercial
featuring the BBB
girl Ethical Ellie,
will run on Cable
One stations
in the Yavapai
County area. Be
on the lookout for
the commercial
when watching History, TNT, TBS, ESPN, The Food
Network, and Diamondbacks games. BBB’s commercial
reminds consumers who they can trust when looking for
an ethical company, like yours. To view the commercial,
visit bit.ly/2014BBBcommercial
BBB Joins Forces with COFFIN to Address Crime and Fraud
The Daily Courier highlighted BBB’s co-sponsorship
of the Yavapai Job Fair. BBB shared tips with close to
1,000 job seekers on how to avoid employment scams.
BBB in the News
Members of Criminal Organizations, Fraud, and Financial Crimes
Network (COFFIN) learned about BBB’s process for sharing information with
law enforcement agencies to assist in investigations. COFFIN is a program
created by the Yavapai County Attorney’s Office that brings together
members of law enforcement, regulatory and investigatory agencies to
address crime and fraud.
Better Business Bureau Serving Central, Northern & Western Arizona 10
Western Arizona Highlights
AS DIRECTOR OF ThE WESTERN ARIZONA BBB
yuma Branch Office, I dedicate my time to service my
community by providing educational tips, awareness and
strategies to help make better choices. We have more
than 150 BBB Accredited Businesses in yuma County and
look forward to servicing more businesses this year.
~Janet Torricellas, yuma County Office Director
BBB Joins Effort to Serve Those Who Serve
More than
1,200 service
members and their
families attended
the Yuma Proving
Ground’s safety and
awareness event
where BBB shared
valuable information
on financial
readiness offered
through our Military
Line.
BBB in the NewsYuma Partnerships at Work
BBB joined more than 100 local businesses at
Goodwill’s Career Center ribbon cutting, celebrating
partnerships that help put Yuma residents to work.
BBB also offers monthly presentations to Goodwill job
seekers on how to avoid job scams.
The Yuma Sun
shared details of a
computer security
vulnerability called
‘Heartbleed Bug’,
which exposes
online private data
such as usernames,
passwords and even
credit card numbers. BBB recommends businesses check
to see if their website is affected and work with their IT
department to ensure their sites are secure.
arizonabbb.org 11
Advanced Auto Service & Tire Centers . Arizona Kitchens by Max . A Smooth
Move . Austin Fleck Property Management . Berge Ford . Brewer’s Air
Conditioning & Heating, Inc. . Capstone Roofing . Cash Time . Champ’s Auto
Repair Service . Community Tire Pros and Auto Repair . Day & Night . Dusty
Creek Builders, Inc. . Ed Whitehead’s Tire Country . Envision Painting . Firehouse
Moving Co. . Goodmans Interior Structures . Hobaica Services, Inc. . Kelly Clark
Automotive Specialists . Linda Booker Realty . Lodi Garage Doors and More
One Call Plumbing . Paramount Roofing . Parker & Sons Air Conditioning . P.J.
Hussey & Associates, Inc. . Ryse Construction, Inc. . Sam’s Auto Body . Savage
Air Conditioning, Inc. . Sexton Pest Control . Sleep America . Stapleton Roofing
Target Comercial Interiors . Xtreme Green Visions
DIAMOND:
EMERALD:
ADAMSREFRIGERATION CO.
SINCE 1947
Air Conditioning Plumbing | Solar
SILVER:
GOLD:
PLATINUM:
BRONZE & COPPER:
For information on becoming a BBB media sponsor, e-mail [email protected] or call 602-240-3999.
Thank You BBB Media Sponsors Thank You Business Ethics
Awards Sponsors
EVENT SPONSOR
VIDEO SPONSOR
RADIO SPONSOR
PRINT SPONSOR
GOLD SPONSORS
PLATINUM SPONSORS
SILVER SPONSORS
Del Sol Furniture
Desert Schools Federal Credit Union
Donley Service Center California
Pools and Landscape
Snell & Wilmer
Better Business Bureau Serving Central, Northern & Western Arizona 12
®
Better Business Bureau Serving Central, Northern & Western Arizona4428 N. 12th StreetPhoenix, Arizona 85014
Upcoming Events
june25 | Legal Series: Trouble for Hire:
Worker Misclassification from 11 a.m. –
12:30 p.m. Presented by Charitie Hartsig
from Ryley Carlock and Applewhite
july 10 | How to Manage Conflict in the
Workplace from 11 a.m. – 12:30 p.m.
Presented by Rene Garentino, Business
Management Professor
16 | BBB Accredited Business University
from 9 - 10 a.m. Presented by BBB staff
31 | How to Use Google AdWords for
Your Business from 11 a.m. – 12:30 p.m.
Presented by Daniel Henderson and Mike
Arce from Loud Rumor
august13 | Quickbooks 101 from 11 a.m. –
12:30 p.m. Presented by Aaron Blau,
Quickbooks Trainer
september 4 | Legal Series: How to Prevent
Discrimination, Harassment and
Retaliation in the Workplace from
11 a.m. – 12:30 p.m. Presented by
Andrea Lovell and Ellen Glass from
Ryley Carlock and Applewhite
25 | How to Tell Your Business
Story from 11 a.m. – 12:30 p.m.
Presented by Park Howell from Park
and Co.
october23 | BBB Integrity Golf Classic at
6:30 a.m.
.............ethics
symposiumWinning Strategies from
Winning Companies
BBB Business Ethics Awards Winners will
share the role of ethics in forming their strategies
in the areas of marketing, technology, human
resources, and finance.
August 287:30 to 10:30 a.m.
$20 for BBB Accredited Businesses
Recieve $5 off registration with code:
EThICSAWARDS.............
Unless otherwise indicated, all events are free and take place in the Phoenix area. For more information or to register,
visit events.arizonabbb.org or call 602-212-2228.