2025 Impact Report

2025 Impact Report

BBB, Central & Southeastern Ohio

BBB Board of Directors Chair of the Board Jasmine Y. Green Retired Executive Vice Chair of the Board Betty Collins Brady Ware & Company Secretary-Treasurer Amy Peterman Banking Executive President Judy Dollison Better Business Bureau Assistant Treasurer Mike Farris Accounting Solutions Group Legal Counsel Douglas J. Schockman, Esq. Fishel Downey Albrecht & Riepenhoff LLP

Nevin Bansal Outreach Promos/Small Biz Cares

Robert Hiss Banking Executive

Jamie Barlett PolyPay

Tom Hodgson Shrunk 3D; Jaeger & Mill Properties

Brian A. Brooks E.E. Ward Moving & Storage Co., LLC

David K. Johnson Geo Byers Sons

Glenn Bryan Ohio Wesleyan University

Kevin Keiffer Nationwide

Betty Clark CPMedia & Marketing

Todd Markiewicz Media Executive

Sara Gordon Marketing Executive

Theresa E. Potter Franklin University

Pat Halaiko Custom Air Conditioning and Heating Co.

Mike Rosati Rosati Windows

Mark Hensley VITAS Healthcare

BBB Center for Character Ethics Board Dr. Lucy Frontera Retired

Glenn Bryan Ohio Wesleyan University

Tom Heffner Franklinton Rising

Scott Steckel Plunkett’s Pest Control/Varment Guard

Message from the President Trust remains the foundation of every strong business relationship, and in 2025, our work stayed focused on delivering it where it matters most. Across our 21-county footprint, we strengthened the tools, resources, and support that help businesses operate with clarity, consumers make informed decisions, and communities grow with confidence.

This year, we continued supporting businesses where they are, intentionally connecting with business owners across Central and Southeastern Ohio to ensure they have access to the resources needed to build trust and succeed. Working with partners and local chambers of commerce, we met businesses where they operate, bringing BBB education, guidance, and tools closer to communities across our BBB’s service area. We also introduced resources such as the Business Integrity Check to help businesses ensure their online presence is accurate, consistent, and aligned with consumer expectations. Alongside investments in automation and a new 24/7 consumer-facing chatbot, these efforts have allowed us to respond more quickly, identify emerging trends earlier, and focus more time on complex needs, helping Accredited Businesses stay connected to a trusted and modern marketplace.

In 2025, we continued investing in the next generation of consumers and business leaders who will shape the future of our marketplace. Through a new collaboration with The Ohio State University’s Fisher College of Business, BBB engaged students to uncover new ways to connect with young adults as they begin making independent consumer and financial decisions. We expanded ethics education for grades 5–9 by launching Scambusters, a program equipping students with skills to recognize scams and make informed choices. BBB also launched the Building Future Trades Scholarship to support students entering high-demand fields, strengthening the workforce while reinforcing a culture of ethics, confidence, and trust.

We also celebrated businesses and individuals whose leadership exemplified ethical excellence.

Two of our Central Ohio 2024 Torch Award winners were honored at the 2025 International Torch Awards for Ethics, a proud moment for our community. And, BBB celebrated 31 years of honoring local business leaders during the annual Toast to Trusted Leaders event, which recognized local Torch and Spark Award recipients, Students of Integrity scholarship winners, and the new Building Future Trades scholarship winners. This event recognized ethical leadership at every stage and reinforced the values that strengthen our community.

Near the end of 2025, BBB gained a new ally with the appointment of Rebekah E. Dopp as President and CEO of the International Association of Better Business Bureaus (IABBB). Her leadership marks an exciting new chapter for the BBB system as we continue advancing trust in North America.

It is important to acknowledge that none of this work would be possible without the guidance and support of those who share in our mission. Thank you to our Board of Directors for their leadership, our many community supporters, and to each of our Accredited Businesses for your continued partnership.

Judy Dollison President & CEO

BBB, Central & SE Ohio

“Together, we are keeping trust in focus and delivering it where it matters most.”

Focus On: Trust Delivered to Businesses Supporting Business: Integrity in Action Trust is more than a principle. It is a business advantage.

BBB’s mission is to help businesses demonstrate integrity through consistent performance, clear communication, and ethical practices that build strong customer relationships and community confidence.

In 2025, we continued strengthening trust in the marketplace by meeting businesses where they are and making practical, personalized support available to businesses across Central Ohio. From improving customer communication and strengthening online reputation to helping businesses understand and apply BBB’s Standards, our resources and guidance help put trust into action.

When organizations partner with BBB, they gain more than guidance. They gain a committed champion focused on helping them operate with clarity, confidence, and credibility. This approach continues to resonate with growing businesses, including four new enterprise-level Accredited organizations headquartered in Central Ohio.

BBB’s tailored support, tools, and expertise helped businesses: • Gain clearer insight into customer feedback trends through reviews and complaints, enabling more informed operational decisions • Address consumer concerns more efficiently with structured guidance, benchmarking, and process support • Strengthen foundational trust by improving transparency, responsiveness, and review activity, helping ensure that accurate and credible information is reflected for consumers searching for solutions • Operate with increased accountability and credibility by aligning business practices with ethical standards and marketplace expectations

Enterprise-level Accreditations in 2025 Airtron Heating and Air Conditioning IGS Energy Mr. Roof, Able Roofing & Contractors Inc. Plunkett’s Pest Control/Varment Guard Wildlife Services

Success Stories: Trust in Practice Greenix Pest Control “Working closely with the BBB each quarter has given us meaningful visibility into what matters most to our customers.

This collaboration has become an essential tool in refining our service approach and driving measurable improvements across our organization. We plan on continuing our partnership to uplift our customer and employee experience moving forward!”

— Jordan Morris, Greenix Pest Control

Everdry Waterproofing of Columbus “BBB’s guidance helped us strengthen our internal processes and improve how we manage customer concerns.

Through ongoing support and regular file reviews, we’ve been able to reinforce our Accreditation and continue building trust with our customers and the community.”

— Jeff Jaques, General Manager, Everdry Waterproofing of Columbus

CollisionRight “Since the beginning of our partnership, BBB has been an invaluable resource for CollisionRight. Having our 125+ locations managed through the Better Business Bureau of Central Ohio has simplified the management of our accounts, as well as provided additional support to help us maintain high standards of service during a period of rapid growth.

Winning the Torch Award is a tremendous honor. It not only recognizes our commitment to ethical business practices but also highlights the trust and credibility we’ve built with our customers.

Being an Accredited Business with the BBB reinforces our dedication to integrity and excellence in the collision repair industry.”

— Emily DeRee, Marketing & Communications Manager, CollisionRight / 2025 Torch Award Winner

PersonalHour “PersonalHour has marked four years of steady expansion.

Throughout our growth, BBB Accreditation and guidance have provided a consistent framework for strengthening trust, transparency, and responsible business practices, contributing to improved customer experiences and stronger marketplace performance.”

— Nadia Yacoub, CEO, PersonalHour

Focus On: Innovation & Operational Excellence BBB is committed to continuously evolving our products and programs to provide businesses and consumers with new tools and streamlined systems that improve accuracy, enhance service, and support our community more efficiently. In 2025, we introduced new products and worked to optimize existing offerings to deliver a more responsive experience for consumers while supporting Accredited Businesses and their engagement with BBB. Get A Quote 2.0!

We introduced a new and improved Get A Quote tool built with both consumers and businesses in mind by streamlining the way consumer quote requests are submitted and delivered to businesses.

Consumers now complete a dynamic form that includes custom questions based on the desired industry type, with an option to upload photos to further define their project needs. Behind the scenes, BBB’s AI technology ensures each request is as relevant as possible while working to direct it to the correct industry, blocking spam, preventing inappropriate content, and even delivering the request through text, right to businesses like yours! The result is that Accredited Businesses receive cleaner, more accurate leads and can easily accept or decline each request with built-in tracking.

BBB also introduced new labels for Get a Quote (request for services of any kind) on a Business Profile, based on the type of business, options include: Schedule a Home Visit, Make a Reservation, Request a Service Call, Get Pricing, and Request Consultation.

Business Integrity Check Launch BBB introduced Business Integrity Check, a tool that ensures a business’s publicly available URLs present accurate, consistent, and trustworthy information. This resource helps businesses protect their reputation and maintain a clean, credible online footprint.

Business Integrity Check evaluates: ✓ Matching contact details across platforms ✓ Accessibility compliance ✓ SSL certification ✓ Keyword alignment ✓ Spelling accuracy ✓ Broken links

4,814

Total Accredited Businesses

New Accredited Businesses

776

91.16%

Accredited Business Retention 3+Years

1 Year Retention

71.7%

8.90% Market Share

Don’t miss out on getting leads: talk to a BBB representative to find out more about getting quotes sent to your business through email or SMS text messaging.

24/7 Consumer Chatbot - BBB’s new chatbot improves service by providing instant answers to common questions at any hour of the day. It increases solutions for consumers, accelerates complaint and review filing, and helps staff devote more time to complex inquiries and Accredited Business needs.

BBB.org Enhancements - BBB.org updates focused on a cleaner user experience and improved search functionality, making it easier for consumers to find relevant businesses quickly. And, BBB.org now offers expanded language support, helping more consumers access BBB resources and engage with Accredited Businesses.

This increased accessibility broadens BBB’s reach of Accredited Businesses across the communities of Central and Southeastern Ohio.

Excellence Awards Operational Excellence Award BBB, Central & Southeastern Ohio was recognized by the International Association of Better Business Bureaus with the Outstanding BBB Operations Award for the 7th consecutive year.

Excellence in Design The BBB brand received national Excellence in Design recognition from GDUSA’s 62nd InHouse Design Awards for its 2024 Impact Report and BBB Get Accredited poster, created by Allison Chester, Visual Communications Manager.

12,435

Customer Reviews Submitted

Complaint Resolution Rate

89% 7,844

Consumer Calls

19

Mediations Held

Scam Tracker Reports

1,486

Consumer Chats

3,220

Focus On: Amplifying the BBB Brand Visibility and Public Awareness Each year, hundreds of millions of consumers across North America turn to BBB to research businesses in their communities and better understand how they operate. In 2025, BBB of Central & SE Ohio recorded 3,074,860 Website Sessions including 2,590,640 business profile inquiries into individual business profiles, generated by 1,341,630 unique users.

For Accredited Businesses, this visibility matters. When consumers arrive at BBB.org during moments of decision-making, accurate profiles, reviews, and responsiveness help shape how a business is represented and trusted, supporting stronger connections and more informed customer choices.

BBB continued to expand visibility across Central and Southeastern Ohio through earned media mentions, public education, and ongoing relationships with regional news outlets. In addition to broad coverage across TV and radio, BBB expanded regular interviews with Salem Media, The Blitz, QFM-96, and WNKO, providing consistent consumer guidance throughout the year.

Total Business Profiles

Online Directory Impressions

3,074,860 BBB.org Sessions

4,543,026

2,590,640

Business Profile Inquiries

60,318

Government Agency Collaboration BBB hosted media mornings for Consumer Awareness Month and Elder Abuse Awareness Month, bringing together government agency representatives from the Ohio Attorney General’s Office, the IRS - Criminal Investigations, the Ohio Department of Commerce, and the Federal Trade Commission for one-stop interview opportunities for WHIZ, Spectrum News, WBNS 10TV, WCMH NBC4, and WSYX ABC6/WTTE Fox. We also collaborated with the Ohio Attorney General’s Office on the annual Consumer Protection Week Call 4 Call Bank, taking 400+ community inquiry phone calls.

BBB’s leadership in consumer protection was further recognized at the state level when Ohio Governor Mike DeWine and Attorney General Dave Yost proclaimed May 9 as National Scam Survivor Day, reinforcing BBB’s credibility as a trusted authority on scam prevention and survivor support. This recognition strengthens BBB’s visibility and amplifies the weight of our consumer education efforts, benefiting Accredited Businesses through increased public trust.

Building Trust and Reputation For Accredited Businesses, all media presence matters because it reinforce BBB as a trusted reference point at the moment consumers are forming opinions and making decisions. When consumers hear BBB cited regularly as a reliable source, it strengthens confidence in the businesses associated with BBB and helps position Accredited Businesses as credible, trustworthy choices in a crowded marketplace.

4,814 11,604

Dynamic Seal Clicks

Earned Media Hits

990

132

Accredited Business Business & Community Retention 3+Years Events

Contact Ali Bahns to showcase your business in 2026! abahns@centralohio.bbb.org Accredited Business Awareness BBB continued annual television and billboard campaigns while adding radio and Google Display Ad Campaign opportunities, offering Accredited Businesses the opportunity to co-brand with BBB in promoting their company. More than 800 BBB-branded commercials aired through BBB’s annual TV campaigns, featuring 16 Accredited Businesses. And 19 businesses joined BBB in the digital billboard campaign that earned an estimated 1.1 million impressions. Sixty-four Accredited Businesses were showcased in digital ads on the BBB.org platform. Nearly 100 Accredited Businesses participated in ad campaigns with BBB this year.

4,814 917,102

Directory Ad Impressions

Billboard Impressions

1,077,183

846

Co-Branded and Branded TV Commercials

BBB Welcomes You to our Space!

If you are in need of a space for your next meeting or presentation, just ask BBB. As a benefit of Accreditation, BBB offers complimentary use of our Conference Rooms*.

Contact rooms@centralohio.bbb.org to reserve your space.

1169 Dublin Road, Columbus, OH 43215 614-486-6336 Hours of Operation: Monday - Friday 8:00 am - 4:30 pm *Limit of 6 complimentary meetings per year

Focus On: Professional Development & Business Education BBB expanded its professional development offerings this year to give businesses practical tools, modern skills, and meaningful opportunities to connect. From AI education to marketing strategy and peer networking, each program was designed to help Accredited Businesses strengthen their operations, communicate with clarity, and adapt confidently in a changing marketplace.

AI for Small Business Series BBB partnered with experts at Franklin University to deliver a two-part AI education series designed specifically for small businesses. Topics included using data modeling to predict customer trends and building a simple, functional AI chatbot without technical complexity. This partnership offered accessible tools that help local businesses modernize thoughtfully and responsibly.

Marketing Seminar: Plan with Purpose, Reach with Impact This seminar focused on helping businesses strengthen message clarity, align communication with mission, and create marketing strategies that inspire trust and engagement.

Corporate Philanthropy Seminar: Giving Back on a Budget BBB hosted a panel focused on helping businesses design sustainable giving strategies that emphasized that giving back creates tangible value for both businesses and communities.

Accredited Business Open Houses & Accreditation Workshops BBB hosted a dynamic open house event, creating visibility and connection opportunities for Accredited Businesses. This showcase strengthened relationships, facilitated peer networking, and highlighted the impact of Accreditation across industries.

For newly Accredited Businesses and Accredited Businesses looking to optimize all BBB offers, we hosted a monthly series of Advantages of Accreditation sessions, helping organizations fully leverage all their Accreditation benefits.

Be sure to stay connected with your BBB - check our events page regularly for content and networking opportunities tailored to your local business needs.

Focus on Community: Trust Delivered BBB expanded its community reach through initiatives that educate, empower, and support people across our 21 counties. From classroom programs to regional partnerships and student-focused outreach, each effort helped strengthen consumer confidence while reinforcing the value of an Accredited Business and bringing the principles of trust throughout Central and Southeastern Ohio.

Local and National Visibility Bringing BBB to Local Communities BBB deepened its regional presence by engaging with businesses and community partners across Central and Southeastern Ohio, creating new connections and reinforcing our commitment to serving businesses throughout our entire service area.

We took BBB on the road in 2025, hosting a collaborative networking event with the Chillicothe Chamber of Commerce and partnering with the National Association of Women Business Owners on numerous initiatives. BBB was also a proud presenter at many events including: Columbus Young Professionals Club’s Women of Inspiration Summit, Columbus Dispatch’s CBus Top Picks Community Choice Awards, the Worthington Chamber’s Small Biz Expo, the TriVillage Chamber’s Be Your Best Self showcase, Athens Chamber’s Lunch & Learn, the Powell Area Chamber of Commerce Luncheon, and the Whitehall Area Chamber of Commerce’s Multicultural Expo.

National Presentations Your BBB was highlighted in 2025 on both a state-wide and national level. President and CEO Judy Dollison spoke at the Ohio Funeral Directors Association State Convention, and Judy and Communications Director Jessica Hamlin presented courses nationally to Wilbert University, sharing insights on trust-centered communication and marketplace ethics. Jessica also presented for the Ohio Women’s Connection, featuring FINRA collaborative content for “Strong Women, Smart Choices: Stopping Scams.”

BBB is available to present on several topics, including: • The 5 Red Flags of Fraud • How to Spot the Con • Outsmarting Investment Fraud • Scams aimed at Students, Veterans, and Military Families • Advancing Marketplace Trust • Advantages of BBB Accreditation • Reputation Management • Crypto in 5: Understanding Cryptocurrency & Spotting Scams

Classroom Collaborations OSU Classroom Collaboration BBB partnered with The Ohio State University’s Fisher College of Business marketing department for their senior capstone project.

Through this partnership, students worked with BBB as a “client,” applying their academic knowledge and marketing skills to a real-world business challenge. The project culminated in the delivery of valuable market insights and actionable recommendations to help BBB engage with the 18–25 demographic.

Ohio Bobcats Welcome Event BBB distributed more than 1,000 custom bookmarks and scam prevention resources at Ohio University’s annual welcome event, introducing young adults to trustworthy consumer habits early in their financial journey.

Scambusters: Fraud Education for Students We launched the new Scambusters program, an interactive presentation created intentionally to support Ohio Learning Standards and instructor needs. Scambusters brings early scamawareness education directly into classrooms, helping students learn digital literacy, fraud prevention, and how to spot red flags in online and real-life interactions.

Community Conversations As part of BBB’s commitment to strengthening the skilled trades pipeline, we supported student-focused opportunities that connect education, career exploration, and trusted businesses. BBB volunteered at NARI’s Build My Future event and partnered with I Know I Can at the Home and Garden Show, introducing students to skilled trades while giving Accredited Businesses opportunities to engage with the next generation of the workforce.

Focus On: Trust Celebrated BBB’s Center for Character Ethics, a 501(c)3 organization, was established in 2002 to provide funding and deliver programs that promote ethics education and recognize ethical business practices throughout the community.

Toast to Trusted Leaders 2025’s Toast to Trusted Leaders celebration honored outstanding businesses and young leaders through the Torch Awards for Ethics, Spark Awards, Students of Integrity Scholarships, and the new Building Future Trades Scholarships. The event showcased the depth of ethical leadership and community commitment across Central Ohio.

Torch Awards for Ethics BBB’s Torch Awards for Ethics recognize organizations that demonstrate a deep commitment to ethical leadership, transparency, and trust in their daily operations. The award highlights businesses and nonprofits that consistently model integrity to their employees, customers, and communities.

Spark Awards The Spark Awards honor emerging business leaders who exemplify ethical decision-making, character, and community involvement. By recognizing these individuals, BBB reinforces the importance of integrity as a foundation for long-term professional and personal success.

2025 Torch Award Winners CollisionRight E.E. Ward Moving & Storage Co. Emerald Creative Content MDK Legal Measurement Resources Company Mid-State Basement Systems Polaris Automation, Inc.

2025 Spark Award Winner Bite This by Annie

29

Spark Awards Applications

Torch Awards Applications

International Torch Awards for Ethics

7

Congratulations to the organizations that won our local Torch Award in 2024 and then were recognized in the International Torch Awards in 2025.

WINNER – Kane Learning FINALIST – Milex Complete Auto Care - Mr. Transmission of Columbus, Ohio

52 4,814

Students of Integrity Essays

Building Future Trades Scholarships

3

1,950

Laws of Life Essays

Building Future Leaders Students of Integrity Through the Students of Integrity Scholarship, BBB, and sponsor Rosati Windows, invests in high school seniors who personify ethics through leadership, community service, personal integrity, and academics. By supporting these young leaders, BBB helps ensure that trust remains at the center of our communities for generations to come.

Building Future Trades Scholarships BBB introduced a new Trades Scholarship supporting students pursuing skilled trades careers.

Focused on the future of skilled trades and workforce development, this scholarship supports students who demonstrate professionalism, integrity, and a strong work ethic.

Laws of Life The Laws of Life Essay Awards celebrated middle school students who reflected on BBB’s UncommonSense® Framework, encouraging thoughtful consideration of ethics, character, and decision-making. As a foundation to BBB’s commitment to early education, ethics and integrity, the program invites students to connect real-world values to everyday choices.

Focus On: Giving Back Community Support BBB continued our outreach throughout the year, supporting numerous shred day opportunities to protect consumer information and presenting consumer protection information at regional libraries, credit unions, and various associations. BBB also supported community initiatives like the Festival for Good, an annual event featuring companies making a social impact, hosted by the SEA Change Social Enterprise Accelerator.

BBB team members enthusiastically reinvested by made blankets to donate to the foster system through an Accredited Charity, My Very Own Blanket. BBB also acted as a community collection site for the Small Biz Cares food and hygiene supply drive and kicked off the 2025 holiday season by volunteering at the Salvation Army holiday toy drive.

Thank You to our 2025 Sponsors!

Sponsorships provided by these businesses has allowed BBB’s Center for Character Ethics to serve business leaders, educators and students with assessment, training and recognition programs in leadership character and organizational ethics.

Acloché

Laith M. Khalaf

Advantage Print Solutions, LLC

Libertas Wealth Management Group, Inc.

Bread Financial

Nationwide

CBUS Media Group

Newlook Sidings

Columbus CEO

Outreach Promos

Eco Plumbers, Electricians, and HVAC Technicians

Petland, Inc.

Encova

Plunkett’s Pest Control & Varment Guard Wildlife Services

EVERDRY Waterproofing of Columbus Executive Creators, LLC KEMBA Financial Credit Union

Rosati Windows Sheakley

Focus On: Looking Forward As we look into the new year, our focus remains steady: to strengthen trust across the marketplace. BBB will continue providing the tools, guidance, and partnerships that help Accredited Businesses thrive and communities grow.

Thank you for your continued investment in Trust—we look forward to building even more together in the year ahead.

BBB, Central & Southeastern Ohio 1169 Dublin Road Columbus, OH 43215 BBB.org