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ANNUAL REPORTBETTER BUSINESS BUREAU SERVING CHICAGO AND NORTHERN ILLINOIS
2013
FINANCIALHIGHLIGHTS
Years ending August 31
Cash + InvestmentsTotal Assets
Total LiabilitiesNet Assets
Total Operating RevenuesTotal Operating Expenses
Net Operating Income
2013 2012 2011 2010 2009
STATEMENT OF ACTIVITIES
3,531,2763,912,272
809,3133,102,959
5,881,1975,615,685
265,512
3,013,441 3,509,033
696,991 2,812,042
5,798,308 5,488,890
309,418
2,634,633 2,876,735
481,959 2,394,776
5,410,486 4,952,318
458,168
2,128,711 2,338,227
507,443 1,830,784
4,643,730 4,443,798
199,932
1,643,023 1,839,558
336,062 1,503,496
3,960,939 3,913,124
47,815
Membership DuesOther Membership Revenues and FeesMarketing and Sponsorship Revenues
Special Event Revenues, Net of Direct CostsIndustry Programs
Donated Public Service AnnouncementsDonated Services
Other IncomeTotal Revenues
EXPENSES - PERSONNELSalaries, Wages and Bonuses
Commisions - EmployeesCommisions - Outside Contractors
Payroll TaxesGroup Insurance and Other Benefits
Retirement Plan ContributionTotal Personnel Expenses
EXPENSES - OTHERPublicity and Promotion
Donated Publicity and PromotionsPublications and Related Printing Costs
Other Marketing and Promotion ExpensesComputer Processing Charges and Fees (eBINDr)
Other Technology and Phone CostsOffice Leases and Other Occupancy Costs
Professional ServicesDonated Professional Services
BBB Council DuesOperations and Membership Costs
Direct Program CostsCredit Card and Bank Fees
Bad Debt ExpenseOffice Supplies and Postage/Delivery
InsuranceAll Other Expenses
Total Expenses
NET OPERATING INCOMEInterest and Dividends
Net Realized and Unrealized Gains on Investment
INCREASE IN NET ASSETS
REVENUES 2013 20122,904,4341,586,804
552,465277,58635,238
278,077 214,53232,061
5,881,197
2,049,334565,648390,061217,121 279,30760,070
3,561,541
272,180340,321173,32950,718
152,759134,958239,74934,792
216,20397,97579,24392,61882,853
(869)49,90823,72413,683
5,615,685
265,51267,73042,325
290,917
2,856,5681,478,326
497,556182,34937,075
349,353350,37946,702
5,798,308
1,634,896581,240366,278221,721238,09549,001
3,091,195
276,848450,444160,84948,860
154,677104,510223,217115,923348,37992,79238,541
153,91680,72440,82769,67217,780 19,736
5,488,890
309,41859,49748,351
417,266
YEAR INHIGHLIGHTS
Complaints ClosedComplaints SettledInternet Pageviews
Total Phone CallsBBB Educational Programs
Total Instances of Service
2013 2012 2011 2010 2009
TOTAL INSTANCES OF SERVICE TOTAL COMPLAINTS CLOSED
TOP INDUSTRIES INQUIRY ACTIVITY TOP INDUSTRIES COMPLAINT ACTIVITY
49,67180%
19,569,86096,986
2,263,40021,979,917
50,54979%
17,266,89072,768
1,497,00820,338,774
56,11676%
12,230,063123,832
1,400,68313,915,056
61,48879%
8,036,982132,866
1,019,8159,232,940
49,20783%
20,673,931102,447
1,792,67022,618,255
Roofing ContractorsContractors - GeneralConstruction & Remodeling ServicesHeating & Air ConditioningCollection AgenciesAttorneys & LawyersInsurance CompaniesFinancial ServicesMoversAuto Dealers - Used Cars
124,782116,952111,949
95,82093,48282,89575,53071,78671,65371,652
Department StoresCellular Telephone Service & SuppliesAirlinesAuto Dealers - New CarsCoupon Book PromotionsFlorists - RetailCollection AgenciesInsurance CompaniesOnline Travel AgenciesFinancial Services
6,7601,700
1,279878
867
789726691655
512
99.9999
96.7290.43
99.88
97.5987.692.7694.35
95.12
January 1 - December 31, 2013
Industry# ofComplaints
% ofSettlementsIndustry
January 1 - December 31, 2013
# ofInquiries
25,000,000
20,000,000
15,000,000
10,000,000
5,000,000
70,000
60,000
50,000
40,000
30,000
20,000
10,000
2013 2012 2011 2010 2009 2013 2012 2011 2010 2009
21,979,917
20,338,774
13,915,056
9,232,940
49,671
50,549
56,116
61,488
49,207
22,618,255
ACCREDITED BUSINESSES & THE BOARD
TO OUR ACCREDITED BUSINESSES
BOARD OF DIRECTORSCHAIRMANCarl G. JacobsonGE Real Estate
IMMEDIATE PAST CHAIRRoy SpencerPerma-Seal Basement Systems, Inc.
PRESIDENT & CEOSteve J. BernasBetter Business Bureau
VICE CHAIRCathy BushmanTiffany & Company
VICE CHAIRKimberly A. SvobodaInsight
VICE CHAIRGerald M. ColeMAGS Mid America Groups Services, Ltd.
VICE CHAIRCarlos M. MinettiDiscover Financial Services
TREASURERCharles A. GavzerCataldo Family Enterprises
SECRETARYMichael E. StanczakHanson Material Service
OUTSIDE COUNSELJohn A. JanicikMayer Brown LLP
Billy AbtABT Electronics & Applicances
Theodore J. AldrichDelaware Place Bank
Jack ArslanianMiniMoves, Inc.
Ed BachlerNombach Home Exteriors
Brian K. BarkleyAccess One, Inc.
Bruce A. BedwellChapman and Cutler LLP
Shirley BicknellSears Holdings Corporation
Giovanni T. BollentinoCharter One Bank
Jerry N. BoudreauTransUnion LLC
Jan BreyneAutomated Data Processing (ADP)
Joseph B. BrocatoPedersen & Houpt P.C.
Patricia BrooksApple Vacations
Rick BrouwerBrouwer Bros Steamatic
Lawrence J. CarneyAmerican Home Heating Company, Inc.
Kathy ChabezDeVry, Inc.
Cindy Chiappe-KayDeLuxe Corporation
Ilene CollinsApartment People
Warner A. CruzJ.C. Restoration, Inc.
Nicholas DacanayDacanay Consulting
Bob DalaskeyArnold World Class Relocation
Jeffrey DannRJ2 & Associates, Inc.
Dennis DePaolaCBS 2 Chicago
Steve DeZaraLuna Carpet & Blinds, Inc.
Mark T. DoyleNational Van Lines
Michael ErnstChicago Fire Soccer Club
Rob EwingWalgreens
Steven FarberWGN TV
David B. FineAT&T Inc.
Darrell FisherMidas International, Inc.
Gina FisherThe Autobarn Volkswagen of Countryside
Paul FisherDanley Garage World
John FittererComEd
Robert P. FleckTribune Media Group
Jeffrey J. FloerkeChicago White Sox
Christina K. Frank BaveryMB Financial Bank. N.A.
Russell T. (Wicker) FreemanCoyne College
Joseph M. GagliardoLaner, Muchin, Dombrow, Becker, Levin and Tominberg, Ltd.
Ed GarciaWireless Central LLC
Mollie GawronskiBMO Harris Bank N.A.
A.F. Duffy GaynorIBM Corporation
Karrie GibsonVintage Tech Recyclers, Inc.
Dalye GillettThe Inland Real Estate Group, Inc.
James GnoffoAAA Chicago
Patricia GoldenNBC5 Chicago
Thomas D. GrahamAiroom LLC
Peter GrandeState Farm Insurance
E. Barry GreenbergThe Greenberg Law Firm
Michael T. GrisamoreCDW
David P. GutmanDavid Gutman Consulting
Nicole M. HoltzmannChicago Sun-Times Media Group
Katherine L. HustU.S. Cellular
Richard HynesHynes Associates Architecture & Interiors
Joann JacksonIntegrated Project Management Co., Inc.
Clark JohnsonFinishingChicago.com
David KellyDex One Corporation
Christopher E. KentraMeckler, Bulger, Tilson, Marwick & Pearson, LLP
Gary LangGary Lang Auto Group
Brian LaPelusaLaPelusa Home Improvement, Inc.
Brian LeonardCardio Partner Resources, LLC
Mark A. LiesSeyfarth Shaw LLP
Jerry LottBridgestone Retail Operations, LLC
Michael MagnussonPinnacle Advertising
David W. MaherPublic Interest Registry
Robert MarcocchioAssurance Agency, Ltd.
Dan McLaughlinOrland Park Village
Howard MedleyMedley’s Moving & Self Storage
Harold (Sandy) MengerPave Man, Inc.
Bridget MoscatelloEmpire Today, LLC
Robert MuddMudd Advertising
Dale MuellerChicagoland Aamco Dealers
Bruce O’NealMatthews Roofing Company, Inc.
Dennis R. OntanedaCombined Insurance, Worksite Solutions
Steve PiwowarFour Seasons Heating & Air Conditioning
Jason RobertsAdvantage Chevrolet
Allen RodriguezRodriguez Consulting
Patrick RoneyMcDonald’s USA, LLC
Patrick SantoroRestore Construction, Inc.
Jim SchwantzVon Sydow’s Moving & Storage
Paul F. SivakPrecision Payroll of America, LLC (PPA)
David SloanChicago Automobile Trade Association
Kelly SmithThe Pampered Chef
Vincent J. SollecitoABC7 Chicago
David SparksSparks Consulting, LLC
Jerry S. StockU.S. Waterproofing
Christopher TerzichStandard Bank and Trust Company
Cecil TreadwayTreadway Enterprises, Inc.
John WellsHilton Chicago
James W. WicklanderLake County Press, Inc.
*Cover photograph credit:Madeline Kish
Steve J. BernasPresident & CEO
Carl G. JacobsonChair
Looking back at 2013 shows that it was a good year for many businesses and a challenging time for others. The Better Business Bureau serving Chicago and Northern Illinois is pleased so many businesses continue to show their belief in the value of the BBB by supporting its services to consumers and businesses.
The resources of the BBB have been used by a record number of people this past year. While we provide many diverse services, from varied informational and educational programs to complaint handling and alternative dispute resolution, all are focused on making our business community better.
Thank you for your support that makes all of this possible!