BBB Annual Report 2021

Annual Report 2021

Table of Contents

3

Mission and Vision

4

Accredited Business Standards

5

Message from the President

6

Statements from our Chairs

7

Board of Directors

8

Year at a Glance

9

Top 10s

10

Department Insights

11

Best Places to Work

12

Annual Meeting & Awards Gala

13

Diversity, Equity & Inclusion Efforts

15

Torch Award for Ethics

16

Students of Integrity Scholarship

17

Special Initiatives

Grow with Google

YouTube: Value of Accreditation Series

Atlanta Home Show

21

Financial Statements

22

The Future of BBB 2022

Vision

An ethical marketplace where buyers and sellers trust each other.

Mission

To be the leader in advancing marketplace trust. We do this by: • Setting standards for marketplace trust • Encouraging and supporting best practices by engaging with and educating consumers and businesses • Celebrating marketplace role models • Calling out and addressing substandard marketplace behavior • Creating a community of trustworthy businesses and charities

Lighting the Torch

Better Business Bureau (BBB) sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics, intent, and working toward a diverse, inclusive, and equitable marketplace. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner.

About Us

Better Business Bureau is focused on building a trustworthy marketplace by maintaining standards for truthful advertising, investigating and exposing fraud against consumers and businesses, and providing consumers information before purchasing products and services. Today, we are supported by more than 7,200 local BBB Accredited Businesses across metro Atlanta, Athens, and NE Georgia that believe in our vision.

BBB has empowered people to find businesses, brands and charities they can trust for over 110 years.

In 2021, people turned to BBB more than 200 million times for BBB Business Profiles on 6.3 million businesses and Charity Reports on 25,000 charities, free at BBB.org. Local, independent BBBs can be found across the United States, Canada, and Mexico.

Build Trust

Honor Promises

Advertise Honestly

Be Responsive

Tell the Truth

Safeguard Privacy

Establish and maintain a positive track record in the marketplace.

Adhere to established standards of advertising and selling.

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.

Abide by all written agreements and verbal representations.

Address marketplace disputes quickly, professionally and in good faith.

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.

Accredited Business Standards

Dear BBB Accredited Businesses, Consumers, Partners, and Team: Over the past three years, our Better Business Bureau’s commitment to being the leader in advancing marketplace trust has never wavered. Through economic, social and operational challenges, we remain focused on delivering value-added programs and services. It is a time for consumers to know whom they can trust, and BBB Accredited Businesses can always be trusted to operate with ethics and integrity.

As we navigate our new normal, we are committed to growth, enhancing the user experience, increasing community engagement, and ensuring that we lead and exemplify ethical standards in everything we do. In short, we are committed to building better businesses and communities. I am grateful to serve as President and CEO since 2018. This year’s annual report reminds us that our collective effort in displaying ethical practices shines bright even in challenging times.

BBB’s roster of Accredited Businesses is essential for two reasons. One, consumers know that they’re doing business with an ethical company. With so much information readily available online, it can be increasingly difficult to know which businesses can be trusted. Two, because of our Accredited Businesses, BBB can grow and create programs and services that support our mission to build a trustworthy marketplace. As we continue to enhance our business owner’s value of Accreditation, we have made a concerted effort to ensure a seamless customer experience. We share guidance, resources, and support to help consumers overcome obstacles, resolve marketplace disputes, respond to customer reviews, and so much more.

I could not be prouder of our BBB team. Our employees and culture reflect the diversity of the businesses we celebrate, the people who use our services, and the communities we serve. We have always stood in solidarity with diversity, ethics, and integrity. As an organization built on the foundation of trust, our ongoing work to foster equality and performance gives us purpose in everything that we do. We take pride in representing the “Cradle of Civil Rights” and know we must lead the charge in helping to reform the issues confronting today’s society. We are mission-focused, and nothing deters our efforts to help improve our communities.

Thank you to our Board of Directors who volunteer their time to ensure BBB’s focus shows leadership to Businesses, Consumers and the Community. I also want to thank our outgoing Board Chair, Tim Mitchell, for his service, and welcome Mike Jones to the position.

Lastly, thank you to the BBB team, our BBB Accredited Businesses, and our community partners who continue to see BBB as a leader in the trust market.

Brian Catania President & CEO

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Annual Report 2021

Statements from our Board Chairs “One of the things that first attracted me to the Better Business Bureau is the focus on the building blocks of trust: integrity and performance.

Those hallmarks resonate with me personally and professionally, particularly as I focus on supporting a values-based organization at The Home Depot. As Board Chair, I hope to build on the amazing work of past leaders to facilitate a collaborative, transparent culture that drives measurable progress in this rapidly changing marketplace.”

—Mike Jones, The Home Depot, Senior Director - Customer Care Current Board Chair

“Serving on the board for the past three years has been a great experience. When I joined the board, I was impressed with the board members, staff, and their commitment to the organization and community they serve. With 25 years of experience working in technology and information security at Delta Air Lines, I understood that technology constantly changes. As I leave this role, I am glad to ensure BBB’s technology is modern, stable, and secure” —Tim Mitchell, Delta Community Credit Union, Senior Vice President and Chief Information Officer Immediate Past Board Chair Page 6

Annual Report 2021

BBB’s Board of Directors

Michael A. Jones The Home Depot Board Chair

Tim Mitchell Delta Community Credit Union Immediate Past Chair

Preston Hobson WSB-TV First Vice Chair

Brennan Stewart Rheem Second Vice Chair

Donna Beatty Frazier & Deeter Secretary/Treasurer

Bonnie Rabe Rollins, Inc.

Christina Moore Chick-fil-A

Ginny Phillippi Truist

Jack Priblo Georgia-Pacific

Jeff Howard Diversified Trust

Susan Chana Primerica

Brian Henry Coca-Cola

Marc Apple Forward Push

Ray Pennie Access to Capital for Entrepreneurs

Raymond A. Kathe Synovus

Sharla Crawford Gravity Junction

Stephanie Lee UPS

Susan Judson Delta Air Lines

Tony Weeks Whole Foods

Chuck Palmer Troutman Pepper

Year at a Glance 2021

Page 8

Media Stories

436

Website Page Views

13,604,043

Customer Reviews

23,688

Complaints

39,945

BBB Educational Series

28

Scam Tracker Reports

491

Annual Retention Rate

79%

New Accredited Businesses

1,880

Total Accredited Businesses

7,173

Get a Quote Sent to Businesses

35,260

Annual Report 2021

Top 10s

Most Inquiries Rank

Business Category

# of Inquiries

2

Collection Agencies

144,717

1 3 4

5

6 7

8

9

10

Roofing Contractors

Property Management Used Car Dealers

Mortgage Broker

Insurance Services Office Financial Services

195,722 107,873 98,124

96,276

95,792 91,707

Online Retailer

83,748

Plumber

70,475

Home Builders

78,961

Customer Reviews Rank

Business Category

# of Reviews

2

Roofing Contractors

893

1 3 4 5 6 7 8 9

10

Page 9

Mortgage Broker Delivery Service

Building Materials

Property Management Computer Dealers

Long Distance Phone Service Photography Equipment Used Car Dealers

New Car Dealers

1,781 832 830 800 628 603 414 384 376

Annual Report 2021

Department Insights

Business Development

Automation has dramatically enhanced the customer experience for BBB Accredited Business owners and employees. BBB can now speak with a business owner directly, present the benefits of accreditation, complete the application, and at times get an immediate decision – while the business owner is still on the phone. This allows newly BBB Accredited Businesses to start using the benefits of accreditation quickly.

Customer Experience

BBB refined our Customer Experience team to reflect the changing needs of our businesses, consumers, and community partners. The vision: what if a business could make one call and get assistance on any issue? From billing to handling an unhappy customer to questions on customer reviews, our goal is to provide a service without transferring the caller around to multiple associates.

Each business has been assigned one account specialist to assist them with any issue, giving them a seamless and more fluid experience when interacting with us. Since implementing this process, multiple businesses shared positive remarks about their happiness with having one BBB contact who can care for all their needs.

Also precipitated by BBB’s desire to serve our community was a seamless process for disputes resolution between businesses and consumers. Introducing the Enhanced Mediation Program — a win-win solution is BBB’s ultimate goal, and this program allows for just that. Each BBB account specialist is now a Georgia state-certified mediator who has the skills to bring reconciliation and resolution to any dispute. The feedback received on our Enhanced Mediation Program is overwhelmingly positive. Both consumers and businesses have voiced that this is a better option than litigation, which can be a costly and time-consuming avenue for dispute resolution.

Administrative

Many businesses strive for a more eco-friendly environment. We’re working to do the same. BBB significantly reduced wasteful printing and paper storage needs by investing in technology that allows quick access to information electronically. Accredited Businesses can now download digital BBB marketing materials directly from their BBB Accounts page rather than waiting for them to arrive in the mail, and BBB staff have faster access to resources allowing them to better serve our accredited businesses and their customers.

BBB sets standards for ethical business behavior and monitors

metro area companies in 2021. This exclusive list recognizes

trusting relationships with consumers. It is these standards that

that their employees highly value. Over 500 applicants were

compliance by coaching businesses to build stronger, more

we believe played a role in BBB earning “Best Places to Work” in Atlanta Business Chronicle’s 15th annual ranking of 100

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organizations that created an exceptional workplace and culture evaluated and ranked across four categories according to Atlanta area employees.

Annual Report 2021

BBB Annual Meeting & Awards Gala BBB celebrated our 2021 Annual Meeting and Awards Gala at Mercedes-Benz Stadium. The event brought together community

and small business leaders who were treated to a night of festivities, including a memorable keynote speech from Atlanta Falcons President

Justin Wilfon, WSB-TV Anchor

and CEO Rich McKay.

2021 Annual Gala Sponsors

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Tim Mitchell, Delta Community Credit Union Immediate Past Chair

Rich McKay, Atlanta Falcons President and CEO

Brian Catania, CEO of BBB Atlanta

Diversity, Equity & Inclusion Efforts The Better Business Bureau rejects racism and discrimination

BBB is committed to developing stronger connections with our

business owners.

communities. Through multiple community partnerships like

of any kind, and we expect the same from our businesses and

BBB launched several diversity initiatives, including the

Diversity and Culture Engagement strategy plan proposed by the International Association of Better Business Bureaus. The

three-phase plan was set to improve and embed diversity into

local community by empowering entrepreneurs and underserved the Metro Atlanta Chamber of Commerce, we generated

creative strategies for pursuing equality in the marketplace.

These strategies benefited minority-owned businesses and the customers those businesses serve.

our mission and values.

• Recognizing Juneteenth as a Paid Holiday • Showcasing Minority-Owned Businesses • Building Stronger Connections

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Did you know that if you’re a minority-owned business, you can add it to your Business Profile? Doing so allows BBB to communicate funding opportunities based on your business demographics.

Annual Report 2021

2021 Inaugural DEI Impact Award Recipient In 2021, BBB was proud to introduce the DEI (Diversity, Equity,

BBB’s mission of celebrating marketplace role models. BBB was

celebrates businesses that lead by example and hold themselves

DEI Impact Award during the Annual Gala event.

and Inclusion) Impact Award. This new annual awards program

and others accountable for DEI initiatives. Businesses could selfnominate or be nominated by an employee or member of the community. The award serves to publicly recognize organizations

that have made significant contributions in advancing diversity,

honored to award Briggs & Associates with the 2021 Inaugural

BBB continues to listen and learn to equitably support consumers

and businesses, create inclusive spaces, and amplify diverse voices.

equity, and inclusion. It is designed to promote the importance

of eliminating inequalities in the marketplace and recognize the willingness and efforts made by outstanding organizations to

help contribute to an inclusive marketplace. The award embodies

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Pictured below is Ms. Briggs of Briggs & Associates, 2021 DEI Impact Award recipient

Annual Report 2021

Anita Lamar,

2021 Torch award recipient

BBB believes in the power of trust, and our mission is to advance

The BBB Torch Awards for Ethics is the most prestigious honor

together. It is the principal BBB was founded upon, and it’s what

the “four C’s – Character, Culture, Customers, Community.” BBB

trust in business. To us, trust is the glue that holds communities continues to motivate us today. The BBB Torch Awards for Ethics

is designed to promote the importance of building trust and the willingness and efforts of outstanding businesses to help

BBB can present and focuses on trust and ethics in the areas of was honored to award Lamar Law Office with the 2021 Torch Award for Ethics during the Annual Gala event.

contribute to an honorable marketplace. This award embodies BBB’s mission of advancing marketplace trust.

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Annual Report 2021

BBB annually awards scholarships to graduating high school

BBB’s Center for Character Ethics has awarded nearly $170,000

values. Identifying and honoring young people for solid integrity

university, college, or technical school in the fall after graduation.

seniors who demonstrate character, leadership, and ethical and character is vital to our mission of promoting ethics in the marketplace.

in scholarship funds to Georgia high school seniors who attend a

We were excited to recognize our latest recipients in the 2021 scholarship class.

2021 Donors: The Home Depot | Rollins | Primerica | Equifax | Delta Community Credit Union | Diversified Trust | Georgia-Pacific | UPS

Caleb Buchanan

2021 Recipients

“Through my experience, I learned that life will always have challenges, no matter who you are, there are always going to be obstacles that come your way. But regardless of what I’ll go through in life, I can always find the strength within me to keep on fighting. Instead of sitting in my sorrow and letting my negative circumstances overtake me. I’ll approach my struggles with optimism, with determination to overcome and with a smile on my face.”

Nazarene Campodonico

“I founded Blossoming Youth Mental Health blog in June of 2020 and with that blog I’m really trying to push the narrative that with being empathetic, we can save lives. The extremely high suicide rate can be brought down when we are empathetic to those around us. Rather than choosing hatred and arguing and combating others and only seeing our own perspective, we get an opportunity to empower others to enlighten others through being empathetic.”

Ricardo Ramos

“To conclude, all my personal experiences have demonstrated I am an ambitious, benevolent leader who is willing to preserve my integrity and always uphold my personal ethical beliefs. I will always be the kind of person who will place the wants and needs of others before my own. I will always choose to act with honesty and responsibility. I will always do the right thing.”

Natalia Sanchez

“I’m a first-generation college student and I’m a proud daughter of Cuban and Mexican immigrants. The sacrifices that they’ve given me and their support have cultivated my own desire to help out the English as a second language and Latino community.” My sister and I founded an “…organization called Amigos Unidos and we offer free tutoring services for S. O. L. Elementary and middle school students.”

Jamal Sayid

After my mother was traumatically injured in a serious car accident, … “I took matters into my own hands…served as my mother’s case manager. I was able to secure her the justice that she deserved” …to… ”emotionally recover after the traumatic experience. This life altering experience helped me to realize I too can make a meaningful difference in somebody’s life.”

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Annual Report 2021

Special Initiatives Grow with Google

The Grow with Google Partner Program provides free resources

that community organizations can use to teach digital skills to help people grow their businesses. BBB partnered with Google to offer

free webinars through its Grow with Google program to ensure

BBB Accredited Businesses have the tools and skills they need to run their organizations.

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Annual Report 2021

Special Initiatives Value of Accreditation series BBB started the “Building Trust in Trying Times / Value of

enterprise system because scams were rampant and many

COVID shutdowns. We used the series to inform business owners

Accreditation series brought trust to the forefront by spotlighting

stance on social injustice, and scam alerts. We transitioned from

BBB Standards to Build Trust, Advertise Honestly, Tell the Truth,

businesses were doing to stand out during the pandemic. It was

Privacy and Embody Integrity.

Accreditation” webinar series in March of 2020 in response to the

unscrupulous operators targeted consumers. The Value of

and consumers on PPP loan information, local mandates, our

our local accredited businesses that made a commitment to

that series to “Value of Accreditation” to spotlight what ethical

Be Transparent, Honor Promises, Be Responsive, Safeguard

one of the most difficult times in the history of our country’s free

Click to watch these series here: “Building Trust in Trying Times” and “Value of Accreditation”

Atlanta Home Show

On May 21, 2021, BBB co-sponsored “Better Business Bureau

The BBB Accredited Businesses in attendance also received

all three days and welcomed many consumers to our booth to

were posted on BBB’s social media profiles to ensure maximum

Trade Day” during the Atlanta Home Show. BBB was present on

hands-on assistance to enhance their business profile and

meet BBB representatives, learn more about our services and

exposure.

offerings, and learn which businesses they could trust for their next home project.

Page 13

Annual Report 2021

Atlanta Home Show Accredited Business Vendors 360 Painting Marietta

Homecraft Gutter Protection

Rhino Shield By Georgia Coatings Inc

50 Floor Inc.

Homestar Financial Corporation Fayetteville

Royal Exteriors

A1 Grout and Tile Solutions

Horizon Roofing

Rubber Floors And More

Ackerman Security Systems

J & J Painting of Georgia

Schaneli

Adt Security Services

Jennifer’s Glassworks LLC

Schlampp Turf Management, Inc

Aerus Electrolux

Joshua Cabinetry LLC

Segrest Property Services

All American Gutter Protection

Kennon Heating & Air Conditioning

Shay Bliss Renovations LLC

All South Rain Solutions

Koala Insulation of Central Atlanta

Shelf Genie

Allgood Pest Solutions

Leafguard of Northern Georgia

Shower Pans, LLC

Aqua Doc Lake & Pond Management

Lowe’s

Snappy Electric, Plumbing, Heating & Air

Aquaguard Foundation Solutions

Macvel International

Something New

Aquaguard Gutter Solutions

Mark Turner Grading

Southeast Coatings - Turtle Coat

ARS

Mastershield

Southeastern Roofing Company

Art of Drawers

Morton Buildings

Southeastern Underdeck Systems LLC

Atlanta Window Pros & Insulation

Mosquitonix

Stanley Steemer

Avi Architectural Visions Inc.

Mr. Handyman

Superiorpro Exteriors

Bath Planet of Atlanta

Mr. Hardwood Inc.

Taylor Construction

Better Tomorrow Solar

North Georgia Replacement Windows Inc.

The Trusted Toolbox

Cool Air Mechanical

Outback Deck Inc.

The Window Store

Country Financial

Overhead Door Company of Atlanta

Tremron Hardscape

Creative Concrete Resurfacing

Peppers Heating and Air Conditioning

Visionaire Windows

Creative Solar

Performance Plus Roofing

Winston’s Removal & Landscaping

Davis Window And Door

Perimeter Roofing

Zerorez

Duradek Solutions of Georgia

Pinnacle Home Improvements

EMC Security

Pinnacle Window & Siding Co.

Everdry Waterproofing

PMA Construction, LLC

Fieldstone Center

Power Home Remodeling Group

Floor Coverings International

Powerhome Solar

Floria Izadi State Farm

Premier Indoor Comfort Systems

Foam South Insulators

Preserve Roofing

Fresh Coat Painters

Proroofing & Siding

Garage Force Of Marietta

Pure Life Water

Grassroots Tree And Turf Care

Quality Craftsmen

Guardian Garage Floors

Re-Bath

Gutter-Gard

Reliable Heating & Air

Hero Roofing

Revamp LLC

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Annual Report 2021

Financial Statements Jan - Dec 2021

Jan - Dec 2020

4,586,351

4,234,382

Employee retention tax credit

426,588

233,728

Other Income

522,446

564,931

Dispute resolution

174,829

219,537

Interest income

270,092

228,586

5,980,306

5,481,164

Personnel

3,159,361

3,107,248

Marketing

133,367

60,405

Direct Program Expenses

217,005

117,642

40,090

42,000

1,287,075

1,336,892

153,600

124,554

56,569

44,493

5,047,067

4,833,233

933,239

647,931

NET ASSETS AT BEGINNING OF YEAR

3,770,015

3,122,084

NET ASSETS AT END OF YEAR

4,703,254

3,770,015

RECEIPTS Membership dues

Total Receipts EXPENSES

Travel & Meetings Operating Expenses Depreciation Disposals Total Expenses CHANGE IN NET ASSETS

Page 21

Annual Report 2021

The Future

of BBB 2022

Both businesses and communities are more substantial when

We applaud the efforts of our Accredited Businesses, who

this respect, and we plan to continue this tradition in 2022 and

businesses, and we’re proud to have these businesses as part of

companies prioritize trust. BBB has always been a leader in

beyond. So, how do we continue to evolve? By focusing on trust and providing business literacy to our Accredited Businesses.

Page 17

always put trust and integrity first. BBB’s mission is to build better our community.

Annual Report 2021

Start with trUSt BBB Metro Atlanta, Athens, and NE Georgia (404) 766-0875

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