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Better Business Bureau Serving Metropolitan New York, Long Island and the Mid-Hudson Region 2013 Annual Report

Start

With

Trust

BBB Serving Metro NY | Annual Report

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A Report from the President

The Better Business Bureau® (BBB) is a standards based organization that has been helping people find and recommend businesses, brands, and charities they can trust for over one hundred years.

People today are overwhelmed with choices and are increasingly looking for reliable, unbiased information to help make their purchase decisions. This is reflected in the record number of inquiries to BBB. Consumers viewed BBB Business Reviews more than 132 million times in 2013, up from 124.5 million in 2012. In total, BBB provides information on 4.5 million businesses and represents a community of nearly 400,000 BBB Accredited Businesses that meet BBB’s high standards.

I am proud to report that the Better Business Bureau Serving Metro New York enjoyed another productive and successful year in 2013.

Some of the key accomplishments of 2013 for the BBB Serving Metro New York include:

● Receiving a record 4.2 million inquiries for information about businesses, an increase of 23.5% from 2012.

● Handling over 56,000 complaints from consumers about businesses.

● Implementing the inclusion of complaint details in our Business Reviews, providing an added source of information and transparency.

● Employing stronger Internet protocols to make communications to and from the Metro New York BBB more secure and efficient.

● Completing significant preparations for the launch of the new BBB system website template which took place in early 2014.

● Developing several new programs to benefit both our Accredited Businesses and consumer audience to be launched in 2014.

● Participating in almost three dozen consumer and business media stories on TV (network and cable, national and local), print and online, helping consumers and businesses protect themselves from scams, and providing much needed information about giving to trustworthy charities.

We are committed to BBB’s mission of advancing marketplace trust by fostering honest and responsible relationships between businesses and consumers. Thank you for your support of this vision. I look forward to our continued work together. Sincerely,

Claire

nzweig, CAE t and CEO

Metro New York

Claire Rosenzweig, CAE President and CEO

BBB Serving Metro NY


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BBB Serving Metropolitan New York: Who We Are

The Better Business Bureau Serving Metropolitan New York, Long Island, and the Mid-Hudson Region is one of 112 independently incorporated BBBs across North America. BBB is a private, nonprofit, non-governmental organization that helps businesses and consumers by providing objective information, evaluation and education.

BBB Serving Metro New York has a community of over 6,500 accredited businesses from the five boroughs of New York City, Nassau and Suffolk County on Long Island and seven lower Hudson Valley counties including Westchester, Putnam, Dutchess, Orange, Ulster, Sullivan, and Rockland.

We are a key resource for consumers looking for information about the reliability of businesses to help them make wise buying decisions. However, BBB does much more. Our mission lies as much with supporting good business as it does with protecting consumers. The two go hand-in-hand: responsible business practices increase consumer trust, which in turn strengthens the business marketplace.

BBB Vision An ethical marketplace where buyers and sellers can trust each other BBB Mission Be the leader in advancing marketplace trust

In support of our mission, BBB:

• Publishes objective information on Metro New York area businesses at no cost to consumers • Offers educational services and resources to businesses and consumers • Organizes and participates in numerous events in the service of good business management • Resolves customer complaints through our mediation and arbitration programs • Investigates business practices and reviews business advertising • Serves as an expert source of fraud prevention information to the media • Supports a community of BBB Accredited Businesses through our voluntary accreditation program

for businesses that meet the BBB Standards for Trust

We invite you to read further to learn about these and other exciting programs and services we delivered in 2013.


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BBB Serving Metropolitan New York: What We Do We Build a Community of Accredited Businesses Committed to

Advancing Trust in the Marketplace

Developing and supporting a community of accredited businesses that meet its high standards is at the core of the BBB. The BBB Serving Metro New York Accredited Business community is comprised of local and regional businesses from a broad array of industries, ranging in size from one- or two-person ventures to Fortune 500 companies.

BBB Accreditation is only available to companies that meet its high standards for business and customer service. BBB Accredited Businesses must pledge to uphold the eight BBB Standards for Trust:

Not every business that applies for accreditation is eligible. After an intensive review, only those businesses that meet our standards and score and maintain a grade of ‘B’ or higher on the BBB letter-grade rating system are offered BBB Accreditation, for which they are assessed an annual BBB Accreditation Fee.

BBB Business Accreditation works to inspire confidence among the consumers, government agencies, the press, and within the business community by verifying a business’ commitment to uphold the ethical business standards that advance marketplace trust.

Win-Win: How BBB Accreditation Benefits Businesses

Companies that are accredited by BBB can highlight their reputation for reliability by displaying the BBB Accredited Business Seal at their place of business, in their advertising, promotional materials, business cards and on their website. Given the faith the public has in BBB as a trusted, preferred source of

information about business reliability, the seal symbolizes integrity to potential customers.

Honor Promised

Be Responsive

Safeguard Privacy

Embody Integrity

Build Trust

Advertise Honestly

Tell the Truth

Be Transparent


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Accredited businesses are also eligible for special BBB programs, information, and dispute resolution services, including:

Heightened visibility on the BBB Metro New York website, in the Accredited Business roster and through special advertising campaigns and sponsorship opportunities

Free or discounted attendance at BBB networking and educational events, in addition to invitations to frequent Accredited Business Only networking meetings

Employee seminars on consumer issues and business leadership, which are tailored to each firm’s specific needs and presented at the company’s business location

Monthly e-newsletter, Hot Topics, which keeps Accredited Businesses informed of the BBB’s activities and offers them insight into how the BBB can assist them and their employees

The BBB Accredited Business Hotline, a special phone number that Accredited Businesses can call to get expedited help with questions about other firms or charities, filing complaints, challenging a competitor’s advertising, or getting advice on business practices

2013 Accredited Business “Start With Trust” Ad Campaign

The annual BBB “Start With Trust” ad campaign serves accredited businesses by providing them with increased visibility in in the marketplace and in connection with the BBB brand. By participating in the ad campaign, businesses can publically demonstrate their commitment to good business practices. Ads run in major print news media sources including The New York Times, the New York Law Journal, the New York Daily News, El Diario (in Spanish), and Newsday in Long Island. BBB also offers an interactive web-based listing, the “BBB Accredited Business Buyer’s Guide,” which gives participants the opportunity to advertise in a special BBB online directory for twelve months.

In 2013, 109 accredited businesses participated in the New York City print ads, 253 participated in the Long Island ads, and 243 Accredited Businesses from all three offices participated in the Buyer’s Guide promotion.


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BBB Accredited Business Networking Breakfast and Briefing, NYC

Accredited Business Only Networking Meetings

The Business Development and Relationships department regularly conducts special networking breakfast meetings, which cater to small groups in each region. These meetings provide the opportunity for accredited business leaders to meet, network, find out how best to leverage their BBB Accreditation, and learn about business issues such as customer relations, best advertising practices, data protection, etc.

Business Building Sponsorship Opportunities

Accredited businesses can take advantage of a variety of BBB sponsorship opportunities which accommodate a wide range of budgets. These include media packages, co-op advertising, seminar and accredited business event support, sponsored listings in the Accredited Business Directory, website banner ads, and newsletter funding. There are also promotional opportunities available through the BBB Education and Research Foundation programs, including the Volunteer Intern Skill-Building Program and the Corporate Responsibility Forum. Online sponsorships have been on the rise in the past several years.

Other Activities

Throughout the year, the Business Development and Relationships department participates in a variety of business activities that increase brand and accredited business visibility and promotes good practices.

In 2013 these included meetings with leading New York businesses to foster stronger corporate partnerships and the annual NYXPO for Business, one of the largest business trade shows in the Northeast, in which BBB participated as an Event Sponsor and exhibitor for the sixth consecutive year. BBB presented seminars at the October 17, 2013 NYXPO on privacy, security, and identity theft. Over 15 BBB Accredited Businesses attended as exhibitors.

Shawn Fafara, Vice President, Business Development and Relationships, Walter Brewster,

Senior Vice President, Operations, and Nicole Brigati, Manager, Business Development

and Relationships


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BBB Serving Metropolitan New York: What We Do

We Provide Independent, Unbiased Information and Services for Consumers and Businesses

In 2013, BBB Serving Metro New York logged over 4.2 million requests for information about business reliability on our website and by mail, e-mail, and telephone, a 23.5% increase from 2012. BBB Serving Metro NY’s database of Business Reviews on over 136,000 metropolitan area companies is continually updated with feedback, complaints, and data it gets from customers for future reference.

In total, across the 112 BBBs in North American that make up our system, consumers accessed business reliability information more than 132 million times in 2013. These numbers suggest that more than ever, consumers are being cautious about where and how they spend their money, and are looking for trustworthy information that can help them make informed buying and selling decisions.

The Better Business Bureau’s standards, process, and rating formula ensure that our business reviews are unbiased and as current and comprehensive as possible. The BBB’s business rating algorithm takes into account 16 objective elements:

1. Type of Business 2. Time in Business 3. Competency Licensing 4. Complaint Volume 5. Unanswered Complaints 6. Unresolved Complaints 7. Serious Complaints 8. Complaint Analysis

9. Complaint Resolution Delays 10. Failure to Address Complaint Pattern 11. Government Action 12. Advertising Review 13. Background Information 14. Clear Understanding of Business 15. Mediation/Arbitration 16. Revocation of Accreditation

Businesses are rated against the above elements regardless of accreditation status.

Telephone Assistance

BBB’s Consumer Help Line is available between 10 a.m. and 4 p.m. during business days. BBB Consumer Advisors answer calls according to BBB policy. Consumer advisors provide callers with information on BBB’s business reviews, instruct individuals on how to file a complaint, offer guidance on specific marketplace issues and problems, and provide referrals to government agencies, associations and out-of-area BBBs that can give additional service to inquirers. BBB answered over 47,500 consumer phone calls in 2013.

Online Consumer Assistance

Visitors to the BBB’s websites at www.bbb.org or www.newyork.bbb.org can file a complaint online, find and read business reviews, and browse a resource library of financial and business guidance, advice, and news.


http://www.newyork.bbb.org/

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Resolving Disputes

BBB successfully resolves consumer disputes ranging from those dealing with inexpensive mail order products to costly home improvement projects. BBB’s Dispute Resolution programs bring businesses and their customers together to reach fair and amicable solutions regarding marketplace issues according to BBB system-wide policy.

In 2013, over 56,000 customers contacted BBB Serving Metro New York to file complaints about businesses. The BBB Dispute Resolution team helps consumers resolve their issues, allows businesses to maintain the goodwill and continued patronage of their customers, and makes sure that both sides have an option to mediate and solve problems without resorting to the costly and burdensome alternative of legal action.

The majority of complaints filed with the BBB each year are resolved by working with the consumer and the business to settle the problem.

Every year, the Dispute Resolution team at BBB Serving Metro New York helps thousands of people obtains restitution from businesses, ranging from reshipment of their

ordered products and credit adjustments to full refunds of their purchases. In those cases where BBB was able to communicate with the business, 70% of reportable complaints were closed as resolved in 2013.

Another important function of the BBB is to analyze complaints for patterns or unusual problems that need to be brought to a company’s or industry’s attention. By providing companies with valuable feedback about their customers’ complaints, BBB helps them identify the underlying causes of the problems and provides them with an opportunity to strengthen their customer service. Closed complaint information is covered in the company’s BBB Business Review to alert prospective customers. Failure to resolve the underlying pattern or problem can also affect the BBB Business Review letter grade. Under certain circumstances, the BBB cooperates with government agencies to help with investigations and uncover scams.

“Thank you for helping me with my problem. I appreciate the work effort

your organization put forth in my behalf.”

- Consumer from New York

“In these days of apathy, it is refreshing to receive the service from someone so proficient. This service was rendered to me repeatedly by (a Long Island office) mediator. Not only was (she) proficient but expeditious in resolving my problems with (this company).”

- Consumer from New Jersey

“Thank you so much for your help with my case. Your agency is just

wonderful.”

- Consumer from Ohio

In July 2013, in compliance with a BBB system-wide mandate, BBB Serving Metro New York began including complaint details in BBB Business Reviews, providing more detailed information on the types of complaints companies receive and how those complaints were ultimately resolved. This change gives the business more of a voice in the published complaints, allowing consumers to observe their response to customer issues directly.


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Arbitration

When disputes cannot be resolved through mediation, BBB may offer arbitration. With the agreement of both parties, an independent, trained BBB Arbitrator hears each side’s position and renders a decision resolving the dispute. Through arbitration, BBB provides businesses and consumers a fast and fair way to resolve disputes and avoid the high cost of going to court.

The automotive industry has made a commitment to resolving customer disputes through BBB arbitration. In 2013, twenty-six car manufacturers participated in a national BBB program called AUTO LINE. Founded in 1978, BBB AUTO LINE is the nation’s oldest and most respected auto warranty dispute resolution program. The AUTO LINE program enables customers to have their vehicle problems resolved by a BBB arbitrator at no cost to the consumer. BBB Serving Metro NY arbitrated 38 AUTO LINE cases in 2013.

Dispute Resolution Services and Complaint Detail Publishing Staff

From left to right: Tanji Islam, Christopher Vincent, Donovan Currier, Esmond Brown, Mohammad Khan, Lauren Queally, Erica Elliot, and (not pictured) Courtney Brown worked to help resolve consumer/business disputes and/or analyze complaints for publication in BBB Business Reviews during 2013.

“I greatly appreciate your assistance in resolving a matter with an association that created quite a bit of stress in my life. Your service was prompt, professional, and I was extremely impressed. You are a wonderful resource, and I will recommend your bureau to anyone who encounters a problem with a company. Thank you for looking out for individuals who may not be able to resolve matters on their own with large companies with significant resources.”

- Consumer from Washington


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Speakers from the FTC and New York federal, state and city agencies join Claire Rosenzweig, President and CEO of BBB Serving Metro New

York (fourth from the right) at the March 6, 2014 BBB/FTC Top Consumer Complaint Categories press conference, during which BBB

announced the Top 10 consumer complaint categories for 2013.

Top Ten Complaint Categories – 2013

BBB continuously strives to educate consumers about fraud prevention and consumer protection issues. During National Consumer Protection Week, BBB joins forces with other groups and agencies to further this mission. The highlight of the week is a press conference, hosted jointly by BBB and the Federal Trade Commission, during which BBB presents the Top Ten categories of complaints for the year, broken down by type of business.

In 2013, BBB received over 6,600 complaints concerning Financial Services, the most complained about category last year. Businesses in this category include banks and banking services, collection agencies, credit cards, insurance companies, and loan providers. Rounding out the top three categories are Publishing and Communications and Retail. Publishing and Communications complaints focused on radio stations, broadcast companies, telephone companies and cable providers. Most Retail complaints concerned book stores (including online stores), clothing and jewelers.

Members of the press covering the BBB/FTC Top Consumer Complaint Categories press

conference during National Consumer Protection Week on March 6, 2014


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Investigations

In the past several years, BBB Serving Metro New York’s Information and Investigations Department has helped to uncover cases of deceptive or fraudulent business activities.

In 2013, your BBB served as a source of information for multiple government investigations by providing information about complaints related to more than 126 investigations and enforcement actions brought by agencies such as the New York City Department of Consumer Affairs, New York State Department of Financial Services, New York Office of the Attorney General, as well as Attorney Generals from a number of other states, the U.S. Department of Justice, the Federal Trade Commission, and the U.S. Postal Inspection Service. BBB also performs its own investigations, and informs the public about the results on its website and through press releases. In 2013, the BBB conducted 202 investigations.

By investigating deceptive practices and challenging false advertising, BBB’s Investigations Department exposes companies that attempt to profit at the expense of responsible businesses and the public, and warns consumers about them in that way. When advertising or other standards-based issues are found, BBB first alerts management at the company in question and tries to work with them to help meet BBB Standards. In this way, responsible firms may resolve their problems and maintain the confidence of their customers. When companies fail to address problematic practices or advertising, the incidents are summarized in BBB Business Reviews and, when appropriate, referred to government agencies and the media. BBB also releases advisories on scams and deceptive practices throughout the year on its website and to the media.

Scam of the Year:

In February of 2014, the Council of Better Business Bureaus named the Affordable Care Act Scam the top scam of 2013. Scammers had a field day with the Affordable Care Act (“Obamacare”), using it as a way to fool Americans into sharing their personal information. Victims would receive a call from someone claiming to be from the federal government, informing them that they needed a new insurance card or Medicare card. However, they first needed to collect some personal information.

Scammers do a lot to make their requests seem credible. For example, they may have your bank's routing number and ask you to provide your account number. Or, they may ask for your credit card or Social Security number, Medicare ID, or other personal information. But sharing personal information with a scammer puts you at risk for identity theft.

"BBB" Phishing Scam:

Many scams are brought to the attention of the BBB but in 2013 BBB itself was victimized. This scam involved a fake email purportedly coming from BBB. Consumers and businesses nationwide received emails under the BBB name, telling them a complaint had been filed against their business. The instructions varied, but ultimately sought to compromise the recipient’s computer and identity. BBB provided instructions to those who received the phishing scam e-mail on how to protect themselves and their computers.


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Advertising Review

BBB conducts an Advertising Review program in order to foster business self-regulation. In 2013, BBB Serving Metro New York did 311 ad reviews. The BBB Code of Advertising defines misleading, deceptive, and false advertising, which guides BBB’s efforts to protect consumers and assist businesses in promoting their products in a clear and transparent way. The BBB’s professional staff regularly monitors websites and local newspapers for misleading advertising. When BBB believes that an advertisement may confuse or deceive consumers, it forwards the ad to the business in question and requests voluntary modification or substantiation of the ad’s claims. Questionable advertising practices that the BBB investigates include deceptive claims of results for products or services, false claims of lowest pricing, products advertised as being free, and guarantee and warranty offers without disclosure of the applicable terms and conditions. About one-third of the BBB ad review challenges resulted in adequate substantiation or revised ads.

BBB and the Press

BBB Serving Metro New York cultivates relationships with the media and journalists as part of our ongoing effort to educate consumers. BBB helps reporters by offering assistance in investigations, acting as liaison with consumers or fraud victims who may want to share their stories with the press, providing access to knowledgeable BBB executive staff for interviews, and serving as a source for general business and consumer related information. By working together with the media, BBB seeks to share useful information with consumers in order to assist them in making educated purchasing decisions while promoting good business practices and trust in the marketplace.

In 2013, BBB Serving Metro New York assisted television, print, online and radio media for a variety of stories. These stories reached consumers locally, regionally and nationally. The topics ranged from specific scams targeting the unemployed, to how to choose the right charity to support.

A BBB Serving Metro New York spokesperson appeared in over thirty news stories in 2013 and we assisted with many others. A small sample of coverage in 2013 includes:

Television

• CBS 2 Local: Scholarship Scams/Black Friday/Cyber Monday Tips/ How To Complain Like A Pro

• NBC 4 Local: Do Not Call Registry Scams/Boston Bombing Charity Scams/Vacation Rental Tips/ Charities

to help blind man/guide dog/Holiday Giving Tips

• NBC Today Show: Jennifer Convertibles: Leather Sofas

• NY1: Vehicle Damage In A Parking Facility/Black Friday/Cyber Monday Tips

In 2013, the Ad Review Program conducted 311 reviews. As with other BBB programs, Advertising Review:

• Provides a fast, flexible alternative to government regulation

• Maintains a level playing field for settling disputes among competitors

• Increases public trust • Helps cut down on unfair or

unethical business practices


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• PIX 11 Morning News: Boston Bombing Charity Scams

• Univision Channel 41: Boston Bombing Charity Scams

Print

• NY Daily News: GC Environmental (Sandy Scam)l/Top 10 Consumer Complaints/Scholarship Scams/Advance Fee Loan Scams

• The Journal News: Top 10 Consumer Complaints

• New York Times Blog: Debt Settlement Scams

• New York Times Wealth Matters Column: Unclaimed Funds Retrieval Services

• Newsday: Auto Gallery Imports/ House Flipping Seminars

Online

• NYMetroParents Website: Oklahoma Twister Charity Scams/ Choosing a Kennel for your pet

The BBB serves the press and media as an expert resource for consumer and business matters. During this interview with NBC’s Today Show in September 2013, Claire Rosenzweig comments on an investigative report by Jeff Rossen about a sofa company. The report focused on consumer complaints that leather sofas purchased from the store quickly peeled and cracked with normal use and the extended “bumper-to-bumper” warrantees they purchased excluded this problem. Rosenzweig stressed that the BBB strongly advocates for transparency and disclosure in all business transactions.


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BBB Volunteers

BBB Serving Metro New York welcomes New York community members who support our mission and wish to volunteer their time. Volunteers participate in our dispute resolution department, where they help consumers and businesses to resolve disputes amicably. Volunteers in BBB Dispute Resolution undergo a training process that helps them become knowledgeable and skillful complaint analysts. Additional volunteers participate in BBB Foundation programs.

BBB volunteers include both professionals and retirees. Many commit substantial time to the BBB each week and volunteer for many years, while others stay for shorter periods of time, sometimes simply offering one-time assistance and expertise for special events and programs.

Volunteer Spotlight Trudy Rothman, Volunteer Mediator

Trudy spent her career as a Chemistry professor at Queens College in NY. She learned about the BBB through a referral from the Retired and Senior Volunteer Program (RSVP). Trudy joined the BBB as a volunteer over 15 years ago. To this day, she enjoys making a difference in helping resolve marketplace disputes.

Vinnie Santoro, Charity Accountability Program Volunteer, BBB Foundation

Vincenzina (“Vinnie”) Santoro is an international economist and former Vice President of JP Morgan and Co. where she worked for 27 years. Since leaving the bank, she worked briefly at the United Nations in the Department of Economic and Social Affairs. She has been an economic consultant to various foreign trade and investment entities, represents a small non-governmental organization at the United Nations and writes frequently about

international economic and social issues for an online newsletter. Vinnie responded to the call for volunteers at the BBB Charity Accountability Program after 9/11 to help evaluate the many new charities that were formed to assist the victims of that tragedy. This lead to the discovery and appreciation of a new world of nonprofits, charities and philanthropy that became a source of ongoing interest.


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BBB Serving Metropolitan New York: What We Do

We provide accountability information on charities and educational programs for charities, businesses, consumers, donors and students.

BBB Education and Research Foundation

The Better Business Bureau Serving Metropolitan New York shares office space and works closely with the separately incorporated and governed Education and Research Foundation of the Better Business Bureau of Metropolitan New York, a 501(c)(3) charity.

The Foundation’s work is generously supported, in part, by voluntary donations contributed by BBB Accredited Businesses. A complete annual report for the BBB Foundation is available on request or can be viewed online at www.newyork.bbb.org.

The Foundation’s principal activities are:

• Its charity review program, called the Charity Accountability Program • Educational events and outreach programs for businesses, charities, and consumers • The Skill-Building Volunteer Intern Program, which provides volunteers with access to business

skills and career talks with prominent leaders

The BBB Charity Accountability Program reviews locally soliciting charities, works to promote accountable practices in the nonprofit sector, and manages the BBB Accredited Charity Seal Program for qualifying charities that have first met all of the BBB’s 20 Standards for Charity Accountability. The BBB Foundation’s Charity Accountability Program is one of the largest local BBB charity reporting services in the country. Donors can view BBB charity information any time at www.ny.give.org.

In 2013, major Foundation events for charities and businesses included:

• BBB Charity Effectiveness Symposium: How Nonprofit Leaders are Managing the Unexpected. This is a yearly educational and networking event presented for hundreds of nonprofit and philanthropic leaders on accountability and effectiveness issues in the nonprofit sector.

• BBB Forum on Corporate Responsibility VI: Corporate Responsibility at the Crossroads, where thought leaders presented insights about how corporate responsibility priorities and practices are changing in response to evolving business needs and public pressures.

The Foundation also produced additional educational workshops for charity and business leaders.


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BBB Foundation Major Events

BBB Charity Effectiveness Symposium February 26, 2013

BBB Forum on Corporate Responsibility June 4, 2013

Attentive participants at the 2013 BBB Charity Effectiveness Symposium, in the packed plenary

hall.

Lessons from Sandy panel members discussed insights from their Superstorm Sandy recovery experiences. L to R: Ronna Brown, President of

Philanthropy New York, moderator; David Okorn, Executive Director, Long Island Community

Foundation; Emary Aronson, Managing Director of the Education & Relief Fund at Robin Hood

Foundation; Marilyn Gelber, President of Brooklyn Community Foundation

Keynote Speaker Kim Jeffery, Chairman, Nestlé North America, discussed changing expectations.

Mike Lawrence, Chief Reputation Officer and EVP of Cone Communications, shared his insights

about the evolving corporate responsibility scene.


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BBB Foundation’s Skill-Building Volunteer Intern Program

How the Program Works

Our BBB Foundation is proud to maintain an ongoing, extensive volunteer internship program. We provide charity accountability interns with nonprofit accounting experience and an overview of the nonprofit sector in New York, as well as invaluable details about the management and governance of charities. Other volunteer interns under our Foundation’s program acquire valuable career skills by assisting with BBB dispute resolution, customer service, and accounting activities.

Background and Activities

In 2013, 71 volunteer interns contributed a combined total of 10,888 hours of service. In the process, they participated in completing a total of 18,916 BBB consumer complaint cases and charity reviews.

Program participants in 2013 were from a wide variety of schools, including:

Brandeis University, Berkeley College, CUNY Baruch College, CUNY Brooklyn College, CUNY Hunter College, Fordham University School of Law, John Jay College of Criminal Justice, LaGuardia Community College, Manhattan College, New Jersey City University, New York University, Penn Foster Career School, Queensborough Community College, Rutgers School of Law, Rutgers University, Seton Hall University, The New School, University of St. Andrews, University of Wisconsin-Milwaukee, Wake Forest University, and York College.

BBB staff members visit career fairs at colleges and post volunteer opportunities online to attract candidates.


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Career Building Sessions

Summer/Fall 2013

To enhance the volunteer intern experience, BBB Foundation’s Volunteer Intern Program includes a series of casual breakfast and luncheon programs. During these career-oriented meetings, volunteer interns are offered the rare chance to meet and speak with outstanding business and community leaders. Senior executives discuss their career paths and provide their view of the New York business and charity community. In 2013, career meeting speakers included high-profile BBB and BBB Foundation Board members.

John Grudzina, Chief of Staff and Administration,

General Counsel, Grey Global Group, 2013 Rhonda Joy McLean, Deputy General Counsel at Time

Inc. and BBB Board Chair, 2013

Brian Doran, Region Executive, New York Metro Region & Director of Governmental Affairs,

Popular Community Bank, 2013

Melissa Krantz, President, Krantz & Co., 2013


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Mid-Hudson and Long Island BBB Branch Offices

The BBB Serving Metro New York includes two branch offices; one in the Mid-Hudson region of New York State and the other in Long Island. These offices serve the mission of BBB and carry on BBB core activities including monitoring and reporting on local businesses, reviewing businesses for BBB Accreditation, and providing local complaint and mediation services. They work with local media, government, bar associations, educational facilities, and business and nonprofit communities to promote high standards for marketplace trust and conduct relevant educational programs in their respective regions for businesses and the public on good practices.

Events and Regional Outreach

In 2013, the Mid-Hudson and Long Island BBB branch offices participated in, presented, and/or sponsored numerous educational or business-related events and programs, in collaboration with the New York City headquarters office of the Metro NY BBB and the BBB Education and Research Foundation. For example:

MID-HUDSON

1/29/13 Data Privacy & Protection Day Town Hall

2/27/13 West Point financial literacy-based program in conjunction with Military Saves Week

03/13/13 MHBBB Networking Breakfast & BBB Briefing Program: Is Your Business Being

Responsible with the Privacy and Security of its Customer Information?

03/13/13 Mega Mixer Business Expo presented by the Business Council of Westchester Business

Expo

05/01/13 2013 New York County Community Law Day

05/06/13 Not-for-Profit Leadership Summit XI – MH Regional/Westchester Event

05/15/13 Mid-Hudson E.D. presentation in conjunction with NYC-based Networking Breakfast &

BBB Briefing program: Is Your Business Being Responsible with the Privacy and

Security of its Customer Information?

05/28/13 Public Forum presentation in conjunction with NYS Senator Brad Hoylman: ID Theft &

Consumer Fraud: Detection and Prevention program

05/29/13 MHBBB Networking Breakfast & BBB Briefing Program - Inaugural Upper Mid-Hudson

(Orange County) Region Program: Is Your Business Being Responsible with the Privacy

and Security of its Customer Information?

06/20/13 Annual Conference, Association for Conflict Resolution-Greater NY

07/23/13 MHBBB Networking Breakfast & BBB Briefing Program – Compliance with Good

Business Practice: Common Pitfalls of the Small Business Owner

09/30/13 MHBBB Networking Breakfast & BBB Briefing Program

10/08/13 Mediation Settlement Day kickoff event (NYC Bar Association)


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10/17/13 NYXPO Business Conference presentation: Privacy, Security and ID Theft Prevention:

Tips for the Vigilant Business

10/30/13 Small Business Security Summit (NJ): Co-Presented program: Identifying and

Securing Private Data: Tips for the Vigilant Small Business

11/14/13 Business Security Summit (CT): Presented Keynote Address: Privacy, Security & ID

Theft Prevention/Identifying & Securing Private Data: Tips for the Vigilant Business

12/11/13 MHBBB Networking Breakfast & BBB Briefing Program

LONG ISLAND

2/22/13 Attended Trade Show – Suffolk County College

4/10/13 LIBBB Network and Briefing Breakfast

5/23/13 Attended the Hauppauge Industrial Association (HIA) Trade Show – Suffolk County

6/04/13 Presented the “Ginny Gerardi Memorial Scholarship” – Levittown HS


8/14/13 Participated in “Hiring Our Heroes” event – Armed Forces Reserve Center

9/20/13 Attended Trade Show – Suffolk County College

10/9/13 Attended the Cardinal Trade Show – Nassau County



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Better Business Bureau Serving Metropolitan New York, Inc.

Statements of Activities (unaudited) Year Ended December 31, 2013 2012 Revenues and public support:

Membership dues:

Renewals $ 1,774,780 $ 1,691,487 New members 673,838 680,470 Arbitration programs 9,640 10,600 Interest income 624 1,088 Accredited Business ID 597,544 576,565

Advertising campaign & other income, net of direct expenses 262,840 227,834 Program administration income 64,127 71,655 Donated services 40,830 43,620

Total revenues and public support 3,424,223 3,303,319

Expenses:

Program services: Dispute resolution 906,100 830,493 Investigation and dissemination of information 1,056,672 985,068

Total program services 1,962,772 1,815,561

Support Services: Management and general 452,474 410,750 Membership development 843,921 804,774

Total support services 1,296,395 1,215,524 Total expenses 3,259,167 3,031,085

Increase in unrestricted net assets 165,056 272,234 Unrestricted net assets -January 1 1,608,042 1,335,808 Unrestricted Net assets - December 31 $ 1,773,098 $ 1,608,042


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BBB Board of Directors

Michael Brizel Paul Campbell Vice President, Human Resources Ralph Lauren Lisa Davis (Vice-Chair) Sr. Director Communications & Public Affairs Sony Corporation of America Edward J. DeSalvio Managing Director Asset Recovery Division BNY Mellon Brian F. Doran, (Treasurer) Region Executive, New York Metro Region & Director of Governmental Affairs Popular Community Bank Rachelle Friedman President J&R Music World Paul A. Galiano Senior Managing Director Co-Head of Acquisitions, Capital Markets, Dispositions and Joint Ventures Tishman Speyer Edward Jay Goldberg (Vice-Chair) Senior Vice President, External Affairs Macy*s

John Grudzina, Esq. Executive Vice President Chief of Staff & Administration General Counsel Grey Global Group Edward Hutner SVP, Human Resources NYSE Euronext, Inc. Melissa Krantz President Krantz & Co. Joseph E. McEvoy Joseph E. McEvoy Consulting Rhonda McLean (Chairman of the Board) Deputy General Counsel Time Inc. John Polizano SVP, Advertising Director New York Daily News Michael Portegello (Vice-Chair) Partner Ernst & Young LLP Karthik Rao Managing Director, Media Analytics Nielsen Valerie Reardon (Vice-Chair) Senior Vice President EmblemHealth

Claire Rosenzweig, CAE (ex-officio) President & CEO The BBB Serving Metropolitan New York John J. Russell Steve Schwimmer President Renaissance Merchant Services John Simone Director, Global Sustainability & Social Responsibility Colgate-Palmolive Co. Guy Sorrentino Director of Labor Relations Verizon Communications Rosamaria Sostilio SVP of Asset Protection Saks Fifth Avenue (Hudson’s Bay Company) Sheila L. Sullivan Director of Global Consumer Affairs Coty Inc. Frederick M. Werblow Independent Consultant


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We welcome your questions and feedback. Please don’t hesitate to contact us using the information below.

Better Business Bureau Serving Metropolitan New York, Inc. 30 East 33rd Street, 12th Floor New York, NY 10016 Office Hours: 9-5 Monday through Friday Phone: 212.533.6200 Fax: 212.477.4912 [email protected] Better Business Bureau Serving Long Island 399 Conklin Street, Suite 300 Farmingdale, NY 11735 Office Hours: 9-5 Monday through Friday Phone: 516.420.0500 Fax: 516.420.1095 [email protected] Better Business Bureau Serving the Mid-Hudson Region 150 White Plains Road, Suite 107 Tarrytown, NY 10591-5521 Office Hours: 8:30-4:30 Monday through Friday Phone: 914.333.0550 Fax: 914.333.7519 [email protected]

Our consumer advisors are available 10 a.m. to 4 p.m., Monday through Friday, except holidays.


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