Second Quarter 2014 Business Connection · Marty Laurel, Community Volunteer Tom Licurgo, Ashley...

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


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.


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

[email protected].

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


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.


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 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.

Second Quarter 2014 Business Connection · Marty Laurel, Community Volunteer Tom Licurgo, Ashley...

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