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Better Business Bureau®, Inc www.bbb.org | info@csal.bbb.org

January/February 2015

BBB® BULLETIN Serving Central & South Alabama

Volume 81 no 1

INSIDE THIS ISSUE

New Ratings System

New Ratings System

Continued with Q&A

New Accredited Businesses

BBB Top Ten Scams of 2014

President’s Message

Local Statistics

BBB Reminders

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s an Accredited Business, you know that your BBB Business Review is vital to helping consumersfindyourcompany.TheBBBseal,yourrating,andotherinformationinthe

Business Review show the world your commitment to marketplace trust.

WeperiodicallyreviewandretooloursystemtoreflectongoingBBBexperience,tomaketheBusi-nessReviewsmoreusefultoconsumers,andthereforemakethemmorehelpfultobusinesses.Re-cent surveys consistently show that consumers want more information in BBB Business Reviews. In response to this demand, BBB has added complaint detail (with personal information removed) and customer reviews.

We’ve recently made a few changes to the rating algorithm, effective January 21.

It’s unlikely you will see a change in your company’s rating, but we want you to know about it. This update to the ratings sys-tem refl ects continued learning from BBB experience and input from consumers and businesses.

BBB’slettergraderatingrepresentsBBB’sdegreeofconfidencethatthebusinessisoperatinginatrustworthymannerorwillmakeagoodfaithefforttoaddresscustomerconcernsfiledwithBBB.(continued page 2)

changes to the rating algorithm, changes to the rating algorithm, effective January 21. effective January 21.

It’s unlikely you will see a It’s unlikely you will see a change in your company’s rating, change in your company’s rating, but we want you to know about but we want you to know about it. This update to the ratings sys-it. This update to the ratings sys-tem refl ects continued learning tem refl ects continued learning from BBB experience and input from BBB experience and input from consumers and businesses.from consumers and businesses.

AWhat’s New at BBB?

Letter Grade Rating Changes

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Q & A Regarding What’s New

Q. What are BBB Business Reviews?A. BBB Business Reviews contain useful information to help consumers evaluate the companies with

which they would like to do business. Every year, millions of consumers turn to BBB for this informa-

tion. In 2013, BBB fielded more than 132 million inquiries via bbb.org Each Accredited Business has a

BBB Business Review.

Q. What are BBB ratings?A. Among the more popular features in the BBB Business Review is the rating, a letter grade (A+

to F) that is based on a proprietary formula using information known to BBB and incorporating BBB

experience with the business. BBB’s letter grade rating represents BBB’s degree of confidence that the

business is operating in a trustworthy manner or will make a good faith effort to address customer

concerns filed with BBB.

• Resolvedcomplaintswillnow“age”sothatoldercomplaintscarrylessnegativeimpactthannewerones;thisrewardscompaniesthatfixproblems(unresolvedcomplaintsdonotageandwillcontinuetoincursig-nificantpenalties).

• Apatternofcomplaintscarriesanevengreaterpenaltythaninthepast;thiswillhavemoreofanegativeimpact on companies that don’t clean up problems.

• Fullcreditfor“TimeinBusiness”hasbeenreducedfrom15to4yearstoreflecttoday’sfast-pacedbusinessenvironment.

• Thesizeofthebusinessisnowdeterminedbytotalrevenue;thiswillhelpensurethatbusinessesareintheright category and rated accordingly.

Thereareafewotherchanges,noneofwhicharelikelytoaffectAccreditedBusinesses.However,hereisone you will want to know about: any company claiming to be accredited when they are not will automati-callyhaveanFrating.Ifyouseeoneofthese,letusknowrightaway!

Ifbychanceyourgradedoeschangeandyouhavequestionsaboutthat,pleasecalltheMemberHotlineat205-558-2235oremailinfo@csal.bbb.org.Wewillwalkyouthroughthedifferences.

As always, thank you for your support of BBB and for our

sharedcommitmenttotrustinthemarketplace!

Some of the recent changes to the letter grading system include:

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ThefollowingfirmshavejoinedusduringDecember-Januaryinourfightforanhonestmarketplace.Accreditationisbyinvita-tiononlyandwemustrefuseanumberoffirmswhichdon’tmeetourstandards.Thoselistedbelowhavebeenacceptedbecausetheybelieveinfairplayandethicalconductfortheircustomersorclients.Theyjoinothermanufacturers,wholesalers,retailers,and professionals to support our crusade for integrity in business dealings. We welcome them and thank them.

BBB Welcomes New BusinessesDecember 2014 - January 2015

Adamsville Kittle & Kittle Construction Co., Inc.Alabaster Story Automotive, LLCAnniston Absolute Environmental, LLC Anniston Super Wash Between Worlds Language and TransportationServices,LLC C Mac Plumbing EmtekDemolitionandGrading JohnHearnPlumbingBessemer Bessemer Glass and Industries CoolTempServicesBillingsley TnTPitStopBirmingham AdvaPay Systems, LLC ASA Remarketing, Inc. Gossett & Associates, LLC SoutheastTaxGroup TrussvilleCollision,Inc. Valley Cleaners, Inc.Brighton AstroAutoDismantlers,Inc.Camden McGraw-WebbChevrolet,Inc.Carrollton SansingCountryHome,Inc.Childersburg Supreme Collision Repair Center, Inc.Clanton CentralHeating&Cooling,LLCDothan ApexPayroll Kwicksilver Wheel Repair Pros S.A.JonesConstruction,Inc.Elmore TriCountyApplianceEnterprise KennethW.Chancey,DMD,LLC Veterans Carpet Cleaning & Lawn Service, LLCFairhope Auto Craft Collision Center FairhopeTitleServices,LLC

Fayette WestAlabamaT.V.CableCompany,Inc.Foley A.M. Builders, LLC Gates Builders, Inc. Mosley Maritime Services, LLCGadsden J&SPainting&SheetrockGardendale BuffaloWildWings DecaturHighwayTransmission & MotorHoover Majestees,LLCJacksonville Pritchett Wrecker ServicesJasper Courington Garage, LLCLincoln TalladegaFiberglass,Inc.Mc Calla McCallaMemorialFuneralHome,LLCMobile Acceptance Loan Company, Inc. DanielsSheetMetalCompany,Inc. Deane’sTreeService Hodge’sChapel,LLC J.B.SheltonAcademy,Inc. TheDeliciousDietitian WHConstructionNow,Inc.Montgomery AffordableGarageDoorsOnline,LLC Bama Budweiser of Montgomery, Inc. Blue Ridge Mountain Water Second Chance Investments, LLC TheLawOfficeofMarkEdward Smith, LLC TrinityCustomHomes,LLC Workable Solutions Investigative & Protective Services, LLCMountain Br00k ParsGalleryofFineRugsOhatchee P.G. Wells Enterprise, Inc.Oneonta M & R Realty, LLCPelham Complete Communication Services, Inc.

Prattville Rare Automotive, LLCReform ArborWoodsHealthandRehab,LLCSaraland SuperiorTint&AudioSemmes Commodore Steel Buildings TheGatheringofJewels,Inc.Spanish Fort T-RoysReliefRoofingSpringville AWPHorticulture,LLCSylacauga HubbardPharmacy,LLCTheodore B & K Mechanical Service, Inc. EstesHeating&Air,Inc.Troy JackMetals,Inc.Trussville Advance Video & Security, Inc. AssociatedCooling&Heating Puro Clean Southeastern Service Company, Inc. Spring-GreenLawnCare TrussvilleAutoandTruckRepair,Inc.Tuscaloosa Gordon Miller Realty Company SDJVault&MonumentCompany WarrenTire&AutoCenter,Inc. YourWayFurniture,Inc.Valley Grande Plumbing Contractors, LLCVestavia DoctorCoolHeatingandAir Conditioning, LLC OverflowHeating&Cooling,LLC PuroClean Emergency Services Subsurface Imaging Solutions, LLC

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BBB Top Ten Scams of 2014

Better Business Bureau hears from thousands of consumers and business owners every year about a variety of scams and frauds. Many are new twists on existing scams, but scammers get more sophisticated every year in how they spoof trusted names and fool consumers.

Why Scams Work: There is a science to scams, and it may surprise you to know that scammers use many of the same techniques as legitimate sales professionals. The difference, of course, is that their “product” is illegal and could cost you a fortune.

#10 Sweepstakes Scam: You’ve won a contest! Orthe lottery!All youhave todo to claimyourprize is topay some fees or taxes in advance so they can releaseyourprize.Thisisnotanewscam,butit isaperennialproblem.

#9 Click Bait Scam:Thisonetakesmany forms,butthemostnotoriousofthepastyearwaswhentheMalay-sianAirlineplanewentmissing(“clickhereforvideo”).Otherclickbaitschemesusecelebrityimages,fakenews,and other enticing stories to get you to unintentionally download malware.

#8 Robocall Scam:Thenotorious“RachelfromCard-holderServices”madea resurgence in2014.This scamclaims to lower your credit card interest rates and takes personal information including your credit card number and then charges fees to your card.

#7 Government Grant Scam: You get a call saying you’ve been awarded a government grant for thousands of dollars. It may even mention a program you’ve heard aboutinthenews.Allyouhavetodoispayacouplehun-dred in fees by wire transfer or prepaid debit card.

#6 Emergency Scam: You get a call or email from your grandchildorotherrelativewhowasinjured,robbedorarrested while traveling overseas and needs money ASAP.

#5 Medical Alert Scam: You get a call or a visit from a company claiming a concerned family member ordered youamedicalalertdevice.Theytakeyourcreditcardorbanking information but you never receive anything.

#4 Copycat Website Scam: Anemail, textmessageorsocialmediapostaboutaterrificsaleornewproductarrives.Youclickthroughanditlooksjustlikeapopularretailer’s site. But when you order, you either get a cheap counterfeit or nothing at all... and now they have your creditcardnumber!

#3 “Are You Calling Yourself?” Scam: Scammers canmakeacalllooklikeit’scomingfromanywhere.Thelatest trick puts your number in the Caller ID, whichpiques your curiosity and gets you to pick up the phone orreturnthecall...andthenthey’vesnaggedyouinwhat-ever scam they are running. It was almost a tie for the top spot this year, because BBB sees this one every day.

#2 Tech Support Scam: Acallorapop-uponyourcomputer claims to be from Microsoft (or Norton, orApple) about a problemon your computer. They say ifyougive “tech support” access to yourharddrive, theycanfixit.Instead,theyinstallmalwareonyourcomputerandstartstealing your personal information.

And the top Scam of the Year, because it’s just so terrifying, is:

#1 Arrest Scam:Youreceiveanominousphonecallfromsome-oneclaimingtobeapoliceofficerorgovernmentagent(oftentheIRSintheUnitedStatesortheCRAinCanada).Theyarecomingtoarrestyouforoverduetaxesorforskippingoutonjuryduty...butyou can avoid it by sending them money via a prepaid debit card or wire transfer.

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2014 Central and South Alabama Statistics

2014 Top 25 Businesses by Number of Inquiries

42,72638,89432,52825,29923,89923,49922,34119,35318,07317,50417,10616,88015,86014,62813,34911,66211,55511,09910,89810,63510,463

9,4269,2909,0748,970

RoofingContractorsAutoDealers-UsedCarsHomeBuildersHeating&AirConditioningConstruction & Remodeling ServicesAttorneys & LawyersAutoDealers-NewCarsPlumbersAuto Repair & ServiceContractors-GeneralAuto Body Repair & PaintingMoversCredit-DebtConsolidationServicesCollection AgenciesApartmentsPest Control ServicesProperty ManagementReal EstateElectriciansMortgage BrokersBanksLawn MaintenanceHeatingContractorsInsurance ServicesTreeService

2014 Top 25 Businesses by Number of Complaints

324218198155140119

90817468595855515042413937373433323130

BanksAutoDealers-NewCarsPublishers-BookAutoDealers-UsedCarsInsurance-AutoApartmentsCollection AgenciesAuto Repair & ServiceMagazines-SubscriptionAgentsMoversRoofingContractorsConstruction & Remodeling ServicesFurniture-RetailCredit&DebtCounselingFrogDealersPlumbersConsumerFinance&LoanCompaniesReal EstateInternet ShoppingRubbish & Garbage RemovalProperty ManagementHotelsCredit-DebtConsolidationServicesHomeBuildersWaterCompanies-Utility

1,365,9466,445

1,7364,709

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874,6401,598,993

4,273

1,229,273

131,574

TotalIncidencesofServiceTotalComplaintsWorked Complaints-AccreditedBusinessesComplaints-NonAccreditedBusinessesAverageDaystoCloseComplaints Visists to WebsiteWeb Pageviews TotalAccreditedBusinessesDecember31,2014 BBB Business Reviews ViewedBBB Accredited Rosters Viewed

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Officers

LizRutherfordChairpersonJohnson+Sterling

JeffPizitzPizitzManagementCo.Immediate Past Chairman Al Payton Secretary Payton Investments JohnWilsonTreasurerBorlandBenefield,P.C. DavidC.SmithermanPresident/CEO

Arbitrators & Mediators

JamesL.BoohakerQuentin BrownDonaldBurchettDennisH.DunnJamesFibbeCodyFooteTommyA.FrenchDennisLathemBarbara LawleyCheryl LeatherwoodDebraB.LeoRoccoJ.LeoRoger S. McCulloughRobert W. McKayWilliamA.RatliffArlene M. RichardsonE. Berton SpenceHenryC.StricklandKay Wilburn DanielE.Wise

Member Hotline205.558.2235

heevolutionoftheBBBratingsfor-mula,highlightedonpage1and2ofthis newsletter, is part of a constant effortonthepartofBBBtoalways

be advancing in the marketplace.

When we developed the ratings program severalyearsago,itquicklybecamethestan-dardoftheindustryinreportingthetrust-worthy behavior of businesses. But this is a fast moving world.

Thenewformulareflectswhatisimpor-tanttoyouandconsumerstoday.Fasterfullcreditfor“timeinbusiness;”agingcom-plaints so the older ones do not have the sameweightasnewerones;businesseswhosteal our logo punished more severely than in the past.

All in all, the new formula will provide more accurate and timely data for consumers as to the ethical behavior of the thousands of businesses we have in our data base and be morereflectiveofyourhardworkasatrust-worthy business.

And now being tested…….Rating Stars. Moreonthisinthenextnewsletter,butthemillennial generation is attracted to visuals. Andthezerotofivestarratingismatchedtoourformula.LookupyourBBBBusinessRe-viewtoseehowmanystarsyouhave!Bytheway, what are you doing to make sure your businessiskeepingupwiththenextgenera-tion of consumers?

Also in this issue, we provide our annual statsfrom2014.LooktoseeifyourbusinessfallsintoeithertheTop25ComplaintsorTop25Inquiries.AsthenumberofAlabamaconsumerscomingtouseachyearcontin-ues to grow, we must provide the most up to date, balanced information available.

Wehaveseenournumbersgrowexponen-tiallyoverthelast5years.Themerefactthatwehaveprovidedalmost1.4millionincidenc-esofserviceovertheyearjustmakesyourannualinvestmentinBBBallthemorevalu-able. And you can help to grow these numbers further.

Be sure you use the BBB logo in all of your advertising. Make sure you also have it onyourwebsite.Notonlydoesitshowthatyou are a very special business, but it also encouragesconsumerstolookatyourbusi-ness review in order to make more informed choices.Needassistancewiththelogo?EmailMyBBB@csal.bbb.org for help.

Andfinally,Iwouldliketoofferaspecialtribute to Charles Booth, one of our longest servingandmostrequestedvolunteerarbitra-tors.CharlesdiedinJanuaryandheismissedbymany.ForthestaffatBBB,Charleswasalwaysreadyandwillingtohelpwithadif-ficultcase,hewasfriendlytoallpartiesinthedispute and serious as could be at arriving at a fairdecision.Hewasaloverofsportscars,hisMississippi farm, hunting and most of all his family. Charles was an all around great guy.

T President’s Message

• Receivedover48,000phonecallsfrom consumers in Central & South Alabama.

• Helped913consumerswhoinquiredabout Central & South Alabama charities.

• Worked with consumers and businesses on over 6,400complaints.

• Welcomed842newbusinessestoourAccredited BusinessRoster,whichnowtotalsover4,200 Accredited Businesses in Central & South Alabama.

• Hadover874,640viewsontheCentral&South Alabama website.

• Helpedconsumersgetinformationaboutyour BBBusingtheirmobiledevices179,536times.

• Provided information about individual Central & SouthAlabamabusinesses1,229,271times.

• Provided rosters of trustworthy Central & South AlabamaAccreditedBusinesses131,574times.

• Served consumers in Central & South Alabama a totalof1,365,945times

In2014,YourBBB:

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Better Business Bureau Reminders

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Better Business Bureau is warning businesses not to clickonanemailthatclaimstobea“BBBSBQ”(standardbusinessquestionnaire).Theemailwassentouttowhatisbelieved to be tens of thousands of businesses across the country.TheemailhasaZIPfileattachmentthatlinkstoa site that can download malware on the user’s computer. Spoofingwell-knownandtrustedbrandsisacommonscamtactic.OtherorganizationssuchastheIRS,theFBIandFor-tune500companieshavebeenspoofedinsimilarphishingcampaignsthatvictimizedconsumersandbusinesses. Theemailsarecomingfromthedomain“BBBL.org,”whichisnotaBBBdomainname,althoughitisclearlyde-signedtolookasifitis.BBBwillbeturningoveritsinforma-tiontotheFBIandInterpolforfurtherinvestigation.

BBBoffersthisadvicetoanyonewhoreceivesthisorotherunsolicited emails with links or attachments:• Donotclickonlinksoropenattachmentsinunsolicited email.• Ifyouremailprogramallowsit,tagtheemailasspam.• ReporttheemailtoyourInternetServiceProvider.• Ifyouareunsureifanemailislegitimate,callthesender using a phone number that you know to be correct (not from the email).

Check out BBB Scam Stopper (bbb.org/scam) for additional information on scams.

Domain Name BBBL.org is NOT a BBB Website

BBB LOGO USAGE

Justa reminder to our Accredited Businesses to remember to display the BBB Logo on your web site and onprintedmaterialssuchasadvertisingmediums.ThevastmajorityofprepurchaseinquirieswereceiveinvolvesearchingforBBBaccreditedbusinesses.Theplacementofthelogowillenhancethecredibilityof your business and attract potential customers. If you need instructions placing it on your web site or need a copy of the current approved logo, email your request to MyBBB@csal.bbb.org.

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From: Admin <no-reply@bbbl.org>To: Al GastonCc:Subject: BBB SBQ Form

email is from @bbbl.org, BBB’s real domain is bbb.org

Thank you for supporting your Better Business Bureau (BBB).

As a service to BBB Accredited Businesses, we try to ensure that the information we provide to potential customers is as accurate as possible. In order for us to provide the correct information to the public. We ask that you review the information that we have on fi le for your company.

We encourage you to print this SBQ Form, answer the questions and respond to us. (Adobe PDF).

Please look carefully at your telephone and fax numbers on this sheet, and let us know any and all numbers used for your business (including 800, 900, rollover, and remote call forwarding). Our automated system is driven by telephone/fax numbers, so having accurate information is critical for consumers to fi nd information about your business easily.

Thank you again for your support, and we look forward to receiving this updateed information.

Sincerely,Accreditation Serivices

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BBB® BULLETIN Serving Central & South Alabama

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The Better Business BureauServing Central & South Alabama, Inc.

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Postmaster-Send address changes to:Better Business Bureau® Bulletin

P.O. Box 55268Birmingham, AL 35255 - 5268

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BBB EXECUTIVE STAFF OFFICERS

David C. SmithermanPresident/CEO

David ThrasherDirectorofDataQuality

Garet Smitherman DirectorofOperations

Babs Harris DirectorofBusinessDevelopment

Your BBB Is

AvailableFor

Speaking

Engagements!

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Francine Wasden, Executive Director of the Greenville Chamber ofCommerce, a BBB Accredited Business, invited David Smitherman tospeakattheGreenvilleRotaryClubonJanuary22,2015.Topicofthespeechwas The BBB is Here for You.photo courtesy of Andrew Garner, Greenville Advocate