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
Page 5
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
Page 11
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
Page 12
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
Page 15
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
Page 16
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.
Page 15
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.” Page 16
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.
Page 17
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
Page 22
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
Follow us: