Annual Review BBB of Southern Arizona 5151 E Broadway Boulevard, Ste. 100 Tucson, AZ






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Annual Review


BBB of Southern Arizona

5151 E Broadway Boulevard, Ste. 100 | Tucson, AZ | 85711

520.888.6161 |


It was a notable year for Better Business Bureau in 2011. The national organization realized its 99th year as community mediator, teacher, counselor, reporter, watchdog and proponent of marketplace trust.

No other organization, public or private, plays such a delicate yet vital role in the

contemporary relationship between business and customer. For an organization approaching its centennial it is encouraging to see just how relevant we are in today’s marketplace.

Locally, our BBB provided over 530,000 instances of service in 2011 up from 517,000 in 2010 Instances of service refl ect the number of times we assist customers in a calendar year.

We credit the increase in the number of consumers using our services to the strides we have made to serve them better and, ultimately, connect them with our BBB Accredited Business in southern Arizona. We are highlighting below just some of the program improvements and services provided last year. In 2011 we:

Provided customers with access to our free business reviews online and over the phone 24 hours a day. •

Consumers requested our local business reports nearly 417,000 times last year – up from 326,000 in 2010. Provided 61,362 Accredited Business rosters, primarily through our online Accredited Business Directory. With •

more than 95% of all BBB services provided online, consumers are turning to our Website more than ever and much of this traffi c is directed to our online directory. Here Accredited Businesses are categorized and searchable by industry or company name, which makes it easy for consumers to fi ne exactly what they are looking for.

Increased awareness and use of our free BBB E-Quote program, which sends free customer leads directly to •

our BBB Accredited Businesses. More than 2,000 local consumers accessed this free service on our website to request estimates from our members.

Assisted area businesses and consumers in resolving 72 percent of the 3,200 complaints fi led with BBB. •

Maintained a strong social network presence on Facebook, Google+, LinkedIn and Twitter. These forms of •

media reach a younger demographic, informing them about current scams and consumer interest issues, while encouraging them to use BBB Accredited businesses

Educated more than 700 airmen and women about the benefi ts of using BBB Accredited •

Businesses through our local BBB Military Line program

Worked closely with media outlets across our service area to inform consumers of •

potential scams and also urge them to use BBB Accredited Businesses. Media partnerships resulted in over 500 local television, print and radio stories in 2011.

Our staff works hard to improve services each year. The signifi cance of these results lies in the increased value of BBB Accreditation for businesses and

consumer services in our community. They have a direct impact on your business, making your BBB one of the largest membership organizations

in southern Arizona.

On behalf of the BBB staff and Board of Directors, I thank you for your continued support. I commend your dedication to BBB’s

mission of advancing marketplace trust and congratulate all BBB Accredited Businesses for upholding our Standards

for Trust.

BBB of Southern Arizona

5151 E. Broadway Boulevard, Ste. 100 | Tucson, AZ | 85711

520.888.6161 |

Letter from the CEO

Kim States, CEO BBB

Vision & Mission Our Vision:

An ethical marketplace where buyers and sellers can trust each other. Our Mission:

BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:

Creating a community of trustworthy •


Setting standards for marketplace trust •

Encouraging and supporting best practices •

Celebrating marketplace role models •

Denouncing substandard marketplace behavior •


A Closer Look

BBB Standards for


provide a clear explanation of what consumers can expect from a BBB Accredited Buisness. Build Trust-Establish and

maintain a positve 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 items.

Be Transparent-Openly identify the nature, location, and

ownership of the business, and clearly disclose 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

professionally, quickly, and in good faith.

Safeguard Privacy-Protect 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.



, the local business community has

supported and shared BBB’s mission and values.

Here is a closer look at the make up of 2011 BBB

Accredited Businesses.

Number of Accredited Businesses in Southern



Number By County:

Pima County: 1768 Graham: 22 Santa Cruz: 21 Greenlee: 2 Cochise: 157

Years Accredited Number of Businesses 40+ 35 30-39 23 20-29 81 10-19 290 5-9 395 0-4 1199


2011 Market

2011 Instances of Service Breakdown

eQuotes Sent

Accredited Business

Directory Views

BBB Dynamic Seal Clicks


Arbitration Hearings

BBB Facilitated

Business Reviews Requested

(online & phone)

Complaints Processed













Advertisement Cases BBB




Top Ten Complained About Industries

1. Air Conditioning Contractors & Sytsems 2. Auto Repair & Service

3. Television-Cable, CATV & Satellite 4. Auto Dealers-New Cars

5. Furniture-Retail 6. Massage Theraputic 7. Plumbing Contractors 8. Auto Dealers-Used Cars

9. Movers

10. Collection Agencies

Top Ten Inquired About Industries

1. Air Conditioning Contractors & Sytsems 2. Roofi ng Contractors

3. Auto Repair & Service 4. Plumbing Contractors 5. Auto Dealers-Used Cars 6. Contractors-General 7. Travel Clubs

8. Auto Dealers-New Cars 9. Pest Control Services 10. Landscape Contractors

Place Impact




Complaints must

be submitted in



complaints are not


Complaints are

forwarded to the

company within

two business days.

Complaints are

closed on average

within 22 days.



Over 400,000 visitors

accessesed our website,, this year.

Here is how they got


Search Engines Direct

Referring Sites

*Source: Google Analytics

Top 3 Most Visited Pages:

1. Find a Business Review

2. Homepage

3. Accredited Business Directory



BBB delivered our message about how to

“START WITH TRUST” through...

Public Relations

Social Media

Accredited Business Opportunities

“Like” us:

“Follow” us: @tucsonbbb

Seminars | Networking Events | Monthly Newsletter

Online Marketing Opportunities | EQuotes

Printed Media Advertising | Social Media | Behind the

Business Card Profi les | Media Source Program


Press Releases


Media Mentions


News Center Visits (on


Airmen and women educated through BBB Military Line Program


Blog Pageviews at the Citizen




LinkedIn Group Members (Up from 25 in 2010)


New Facebook “likes” (35% increase from 2010)

“Connect” with us: search in groups for

Better Business Bureau of Southern Arizona


Offi cers

Jim Garrett (Chair)

Aquapure Hydration Companies, LLC

Sam Santistevan (Past Chair)

Automotive Recalibration Center, Inc.

Jordan Simon (Vice-Chair)

Venture West

Reba Kalil (Treasurer)

Kalil & Associates

Michael E. Harris (Secretary)

Tucson Business Investments


Alan Schultz

Territorial Newspapers

Gary Steeber

Native Tele-Data Solutions, Inc. Frank Robles

Desert Sports & Fitness

Susan Moore-Vault

Moore Financial Strategies, Inc.

Rosemary Beck

TimeTrak Systems of Arizona

Stephen Race

One Call Cleaning, LLC

Mary Friedrichs

M & I, A Part of BMO Financial Group

Jennee Del Vecchio

The Browns Are Selling

Maureen Johns

Casa de los Ninos, Inc.

Dr. Paul Melendez (ex-offi cio)

U of A Eller College of Management

Marc Montijo (Counsel)

J. Marc Montijo Law Offi ce

Thank You to the 2011 Board of Directors

Better Business Bureau of Southern Arizona

5151 E. Broadway Boulevard , Ste. 100 | Tucson , AZ | 85711

520.888.6161 |

Sierra Vista Advisory Council

Frank Gonzales

Lawley Motors, LLC

Kathy Murray

Sierra Vista Herald

Bruce Pauzus

R.V. City, Inc.

Wes Smith

Campstone Transfer, Inc.

Pam Swete





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