Your Guide to BBB Accreditation by BBBofUpstateNY

Your Guide to

BBB

Accreditation

Your Accredited Business Team is here to help!

Welcome to the BBB Community

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Congratulations on earning BBB Accreditation and welcome to our community of trustworthy businesses! Better Business Bureau® of Upstate New York is proud to have businesses with integrity and high ethical standards like yours stand with BBB and support our mission to advance marketplace trust. As a BBB Accredited Business, you help support the programs and services BBB provides to consumers and businesses in Upstate New York – from helping people find businesses and charities they can trust to sharing best practices in advertising, customer service, and ethics in business. We are committed to helping your business take full advantage of all the benefits that come with BBB Accreditation. Accredited Businesses have access to exclusive programs, tools, and resources to help grow and protect your business. If you have questions or if there is anything we can do to assist you, please do not hesitate to contact us. Thank you for your support as a BBB Accredited Business. We look forward to working with you and building a more trustworthy and prosperous marketplace for consumers and businesses. Sincerely,

Warren Clark President & CEO BBB of Upstate New York

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What’s Inside Value of Accreditation....................................................................... pg 4 Why your Accreditation is an important tool for your business Building Your Reputation with BBB.................................................pg 5 How your Accreditation can help your reputation in the community BBB Business Profile.......................................................................... pg 6 A step by step breakdown of your Business Profile Managing Your BBB Business Profile...............................................pg 7 You have one, now customize it! Promoting Your BBB Accreditation..................................................pg 8 Ways for you to tell the world about your BBB Accreditation Guidelines for Using the Accredited Business Seal...................... pg 9 Customer Reviews.............................................................................pg 10 How BBB can help you get those all-important Customer Reviews Your Accredited Business Dashboard.............................................pg 11 This tool helps you understand how your BBB Business Profile is performing and offers education and advice for your online presence BBB Programs & Resources........................................................pg 12–13 Your BBB Accreditation helps us to provide community and business education opportunities in Upstate New York BBB and ReviewTube......................................................................... pg 14 Learn about our online programs with our partners at ReviewTube, that help you manage your online reputation Standards for Trust.......................................................................pg 15–17 Questions?........................................................................................... pg 18

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The Value of BBB Accreditation BBB Accredited Businesses are a select group of companies committed to high standards and best practices in customer service, sales, advertising, data privacy, and ethics. Not every company is eligible to become BBB Accredited, but those that meet BBB Accreditation Standards and make it through the rigorous evaluation process have the honor of joining one of the most respected and well-known business communities in North America. In addition to supporting the BBB mission and helping advance trustworthy business practices, BBB Accreditation can have a positive impact on your business.

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Your company is listed as a BBB Accredited Business, putting you in front of potential customers looking for a trustworthy business.

The BBB Accreditation seal adds additional credibility to more than 400,000 businesses across North America.

Accreditation shows that your company is committed to the BBB Standards for Trust, fueling customer confidence and standing out from the competition.

BBB provides access to business tools and resources to make it easier for you to run your company and thrive in a competitive marketplace.

Consumers can instantly get a quote from BBB Accredited Businesses directly from your customized Business Profile page.

Build your BBB Business Profile to showcase your products, services, and track record in the marketplace.

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Building Your Reputation with BBB Reputation is essential to the success of your business. In a competitive marketplace, reputation is often the key reason people choose one business over another. But how can your business earn the trust and respect that contribute to a great reputation? How can your business prove it is dependable, honest, and trustworthy? Becoming BBB Accredited is a great way to build your business reputation. The trust and integrity of the BBB brand can instantly increase your credibility with customers. Your reputation is the result of consistent behavior and performance over time, which you can strengthen by following the BBB Code of Business Practices, providing excellent customer service, delivering on promises, and adopting other best practices like:

BE RESPONSIVE Follow up on all customer interactions as quickly as possible, whether it is responding to a quote request or a complaint. A rapid response shows you care about customer service, and it can make the difference in winning new business and converting an unhappy customer into a loyal customer.

TAKE RESPONSIBILITY Quickly acknowledge any mistakes, do not make excuses, and work to resolve the issue—even if the customer is at fault. Taking ownership of the problem and doing everything in your power to fix it demonstrates integrity and shows your commitment to customer satisfaction.

SHOW RESPECT Never argue online with customers. Reviews, complaints, and social media posts are visible to all your customers, and how you respond can impact their decision to do business with you. Treat everyone like they are your most important customer to win them over as loyal supporters who recommend your business.

EMPOWER EMPLOYEES Great customer service comes from employees who feel valued, respected, and empowered to solve problems. Recognize and reward employees who go above and beyond to create outstanding customer experiences.

SHARE EXPERTISE Write articles or record videos to share your knowledge with prospective customers. It will establish you as an authority, and when these people are ready to buy the products or services you offer, your business will be the one they call. (877) 478-8083

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BBB Business Profile Better Business Bureau® Find

business, charities, category

Near

Your City, Your State

BBB remains operational and focused on serving our business community. Read more. Home > Your State > Your City

> Business Category

> Home Services

Business Logo

Your Local Business

Home Services

Contact Information

Customer Reviews

1234 Local Address Your Town, STATE, 12345-1234

Average of 501 Customer Reviews

(000) 123-4567

Start a Review Read reviews

Customer Complaints

Get a Quote

Years in Business: 66

calculation of BBB Rating

6 complaints closed in last 12 months

File a Complaint

Overview of BBB Rating

Read complaints

Overview This business offers air conditioning, heating and air quality contracting services

8 Customer Complaints 12 Customer Complaints

File a complaint

Most Recent Customer Complaint Complaint Type: Problems with Product/Service

Status: Answered

09/11/2020 I have an HVAC unit that was installed brand new last summer of the 2019. It started to fail 3 weeks ago. I contacted company to investigate. I was told that the compressor was shot, and that it needed a full replacement, but that it would have to be ordered in. This was all on September 3. It is now September 11. I had only received a follow-up phone call on September 8 stating that nothing could be done. Part of my home is at 97 degrees throughout a greater part of the day. I have been made no alternatives or relief. Representatives seem hard pressed to even be sympathetic to my situation both verbally and logistically. This is a brand new unit.....

Products & Services

Customer Reviews

501 Customer Reviews

Location of This Business 1234 Local Address, Your Town, STATE, 12345-1234 BBB File Opened: Years in Business: Business Started: Business Started Locally: Business Incorporated: Accredited Since: Licensing Information:

Type of Entity:

What do you think? Share your review. How BBB Processes Complaints and Reviews

6/16/2005 66 1/1/1955 1/1/1955 2/9/2005 7/21/2005 This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Most Recent Customer Review

Corporation

Business Categories

Alternate Business Name

Read 500 More Customer Reviews

Air Conditioning Contractor

Contact Information Principal Mr. Business Owner, President Customer Contact Ms. C. Business Owner, Co-Owner

Thank you so much.

Home Services

Heating and Air Conditioning

Furnace Repair

10 9

Heating Contractors

Heating System Repair

Complaints Complaints Customer experience Customer reports reports of of marketplace negative marketplace and requests for resolution of disputes experience and requests for resolution of disputes

Air Conditioning Repair

Residential Air Conditioning Contractors

Products and and Services Services Overview Overview Description the business’s products and services offered, Description of of the products and including photos and videos services, including photos and videos

12/30/2020 CHUCK W. was Excellent. Pro-service person. Complete repair quickly. He knew what he was doing. So grateful for him giving us heat again.

Business Management Mr. Business Owner, President Ms. C. Business Owner, Co-Owner Mr. S. Service, Service Manager

Start a Review

Antonia M.

Related Business My Other Plumbing & Electrical Company

Get a Quote Request a Quote Messaging Messaging tool tool for for prospective prospective customers customers to to request information about products and services request information about products and services

Read 11 More Complaints

ALL RESIDENTIAL HVAC PRODUCTS

Business Details

Customer Customer Reviews Reviews Reviews verified by BBB to ensure the person Reviews are verified by BBB to ensure person submitting an actual actual customer customer submitting the the review review is is an

View all 3 Photos and Videos

BBB Rating Rating Letter Letter grade gradebased basedon oninformation informationBBB BBBisis able able to to obtain obtainabout aboutthe thebusiness, business,including including advertising and advertisingissues, issues,business businesspractices, practices, and customer complaints customer complaints

Need to file a complaint? BBB is here to help. We’ll guide you through the process. How BBB Processes Complaints and Reviews

Accredited Accredited Business Business Seal Seal Exclusive a business business has has earned earned Exclusive seal seal to to designate designate a BBB Accreditation BBB Accreditation

Customer Reviews are not used in the

12 complaints closed in last 3 years

Business Business Contact Contact Information Information Business Business address, address, website, website, email email address, address, phone phone number, number, and and hours hours of of operation operation

Accredited Since: 7/21/2005

A+

http://www.yourlocalbusiness.com/

BBB Rating & Accreditation

4.86/5

Want a quote from this business?

Business Business Overview Overview Business Business name, name, logo, logo, and and description description

Business Profile

Business Business Details Details Additional including years years in in Additional business business information information including business, business, type type of of business, business, and and business business owner(s) owner(s)

Air Conditioning Cleaning

Residential Air Conditioning Contractors

Additional Contact Information Read More Business Details

Local BBB

Better Business Bureau Serving Your Area More info on Local BBB

Business Business Categories Categories Categories the Categories assigned assigned by by BBB BBB to to describe describe the business and relevant search terms to find you business and relevant search terms to find you

BBB Reports On BBB reports on known marketplace practices.

See What BBB Reports On

Need help updating your BBB Business Profile? Please contact us at (877) 478-8083 or ABHelp@upstatenybbb.org and someone from our Accredited Business Services team will be happy to help.

(877) (877)478-8083 478-8083

Your YourAccredited AccreditedBusiness BusinessTeam Teamisishere hereto tohelp! help! ––66––

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Managing Your BBB Business Profile

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Last year, people in Upstate New York looked up BBB Business Profiles on BBB.org nearly 5 million times. When your business comes up in search results on the BBB website, it is important to make sure your BBB Business Profile makes the best impression possible. A complete profile with details about your products and services, positive reviews from customers, and your BBB Accreditation all increase your chances of winning new customers. Start by reviewing your BBB Business Profile to ensure all the information about your business is accurate. Use the checklist on the right to update or complete your profile.

BBB Business Profile Tips KEEP YOUR INFORMATION UP TO DATE Accurate information helps customers contact you and ensures BBB is able to notify you of new customer reviews and complaints.

BBB Business Profile

CHECKLIST

ENCOURAGE CUSTOMERS TO LEAVE REVIEWS Take the time to ask your customers to leave a positive review on your BBB Business Profile, and don’t forget to write a simple response like “thank you” to the review as well.

Products and/or services offered Business address and phone number Website URL and email address

UPLOAD PICTURES AND VIDEOS Images and videos of your products, services, or projects are more engaging and persuasive forms of content than text-only information about your business.

RESPOND TO ALL COMPLAINTS/REVIEWS Quickly responding to and resolving complaints can be an effective way to turn a dissatisfied customer into a loyal supporter, and it shows everyone else reading the complaint that you value and respect your customers.

Need help updating your BBB Business Profile? Please contact us at (877) 478-8083 or ABHelp@upstatenybbb.org and someone from our Accredited Business Services team will be happy to help.

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Service area Social media profile URLs Business logo Photos and videos of products or projects Hours of operation Return and refund policies

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Promoting Your BBB Accreditation As an Accredited Business, you have earned the right to use the BBB Accredited Business Seal—one of the most respected and trusted symbols in business. When customers see the BBB Accredited Business Seal, they know your business is committed to the highest standards of ethical business practices. Stand out from the competition and enhance your credibility by referencing your accreditation and using the BBB Accredited Business Seal wherever you promote your business.

Website

Company Vehicles

Place the BBB Accredited Business Dynamic Seal on your website and link back to your BBB Business Profile.

Stick BBB Accredited Business Seal magnets on the company vehicles employees drive around town.

Email Signature

Print and Digital Ads

Insert “BBB Accredited Business” after the contact details in your business email signature.

Include the BBB Accredited Business Seal in all of your print and digital ads.

Business Location Place an authorized BBB Accredited Business decal on your front door or in a highly visible location.

Social Media Share your BBB Business Profile with your followers on Facebook, Twitter, Instagram, LinkedIn, etc. Use social media to ask for customer reviews as well!

Radio and TV Ads Mention your BBB Accreditation in radio and tv ads.

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Business Cards and Invoices Include the BBB Accredited Business Seal on your business cards, invoices, and estimates.

Videos Reference your BBB Accreditation in videos promoting your business or showcasing your products and services and display the BBB Accredited Business Seal during the video.

Business Directory Sites Upload the BBB Accredited Business Seal to all the Business Profiles your company has on online directories.

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Guidelines for Using the Accredited Business Seal You can download the Accredited Business Seal for print and digital use from the Accredited Business Portal. Visit BBB.org and click on the BUSINESS LOGIN to access your account.

ACCREDITED BUSINESS ®

ACCREDITED BUSINESS

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APPROVED COLORS PMS 7469

CMYK: 100/31/8/38

RGB: 0, 90, 120

HEX CODE: #005A78

PRINT Pantone Ink Number

PRINT Four-Color Process

DIGITAL Monitor Color Space

PRINT Web Color Equivalent

The Seal may also be reproduced in black for such applications as newspapers or flyers. Although reproduction in color is preferred, you may reproduce the Seal in black when the color option is unavailable or impractical.

MINIMUM SIZE REQUIREMENT To maintain legibility in print format, the minimum size to reproduce the Seal must have the height of the BBB: no smaller than 1/8” tall.

1/8” or greater

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Customer Reviews Did you know that nine out of 10 consumers read an online review before making a purchase*? Are you doing enough to get positive customer reviews? BBB has a variety of tools and resources for businesses to connect with their clients. Our Customer Reviews are a little different than other review sites. BBB takes the extra step to ensure that the person submitting the review is who they say they are, and that they had an interaction with your business. BBB works with you and the consumer to facilitate a conversation about the experience to provide an opportunity for an open dialogue between the two. BBB offers our Accredited Businesses the opportunity to gain more positive customer reviews with the Your Reviews app. It’s free for you to use.

As a beneﬁt of BBB Accreditation, you can get BBB Customer Reviews in three easy steps! 1. Download the app for your mobile device or computer 2. Text your customer a request for a review 3. Your Y our customer gets a direct link, writes the review, leaves a star rating, and then it's it’s sent. sent to BBB.

The process is complete, and you have a new review! Visit yourcustomerreviews.com to get started! *TrustPilot 2020

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YOUR ACCREDITED BUSINESS DASHBOARD One of the tools we provide through your Accredited Business portal is a personalized Business Intelligence Report with your BBB analytics. You’re going to love this!

Here are a few of the stats you’ll see: stats you’ll see: Profile

Your BBB Accreditation Benefits & Articles

Receive an updated view of your BBB Profile Profile each month, with an option to share it on Recieve an updated view of your BBB Profile social media. each month, with an option to share it on social media networks.

Profile Actions

Reminder of which steps need to be Profile Actions completed to help you take advantage Reminder of which steps need to be of advertising opportunities. completed to help you take advantage of advertising opportunities.

Tell Everyone

BBB Tools & Benefits

Download the BBB Accredited Business seals (digital and print) here and learn how you can tell...

See all the great tools and benefits that come with being a BBB Accredited Business

How the Monthly Insights Email Can Help Your Business

How the Boost Your Credibility With the Dynamic Seal

Learn what resources are included in your monthly BBB Monthly Insights & Stats Email and how these...

Consumers everywhere receive BBB Dynamic Seal. Learn how businesses can best use

Your BBB Profile Stats Traffic Sources

Traffic Sources

Devices

Locations

Tools and Benefits

16 14

Provides all the BBB Accreditation tools you Tools and Benefits need to be successful. Provides all the BBB Accreditation tools you need to be successful.

12 10 8 6 4

Insights

2 0

Shows a detailed overview of how your BBB Insights Profile is performing month by month. Shows a detailed overview of how your BBB Profile is preforming month by month.

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Questions? Ask Me Rep. Name

Your Current BBB News & Upcoming Events

News & Events

Presents the latest news and events based on News & Events your profile settings, to keep information front Presents the latest news and events based on and center. your profile settings, to keep information front and center.

Community

Gives a tangible overview of how your Community financial contribution is improving trust in Gives a tangible overview of how your your community. financial contribution is improving trust in your community.

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Most Read Articles in 2020 by Accredited Businesses

In the Face of the Coronavirus Pandemic, Cisco Scraps Smart Cities Business

Most Read Articles in 2020 by Accredited Businesses

New Coronavirus Relief Bill Includes More Money for PPP

BBB Programs & Resources Your BBB Accreditation fees support BBB programming for consumers and businesses in Upstate New York. Check out our current offerings.

FOR CONSUMERS BBB Scam Tracker℠

Senior Scam Prevention Seminars

An interactive tool to report scams and fraud and find real-time information about scams happening in the area. BBB.org/ScamTracker

These seminars use the most up-to-date information collected by BBB’s Scam Tracker on trending scams, twists on old scams, and where scam activity is happening in Upstate New York. We also provide tips to protect your identity and ways to be a wise consumer in an everchanging marketplace.

Dispute Resolution Services BBB works as a neutral third party between the consumer and the business to come to a resolution. All complaints must be submitted in writing.

High School Programs Everyday Ethics

BBB AUTO LINE ®

A fun, interactive program for high school students. Through real-life scenarios and group discussions, students learn what ethics are, how ethics appear in their lives, and how the decisions they make every day can impact their futures.

Our dispute service to help consumers resolve automotive warranty issues and Lemon Law complaints without a lawyer. BBB.org/AUTOLINE

Charity Review Better Business Bureau of Upstate New York also reviews and accredits charities and nonprofits. Through our Charity Review program, BBB provides the public with up-to-date information on charities and nonprofits across Upstate New York. We review each charity against BBB’s 20 standards for Charity Accountability. The standards include looking into the organization’s governance and oversight, overall effectiveness, finances, fundraising, and marketing materials. BBB’s Wise Giving Alliance provides national charity evaluation and reports You can read all local and national charity reports at Give.org.

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BBB’s Student Video Contest An interactive competition among high school students from the Upstate New York area. Students have four weeks to create, post, and market their video. It is a great opportunity for students interested in video production or advertising to promote their work and get feedback from industry professionals. Students get real-world experience in marketing and production while creating their video based on themes provided by Better Business Bureau. First, second and third-place winners receive an equipment donation to the school they attend as well as a monetary prize to each member who helped create the video. Keep an eye on your email for dates! Visit BBBVideoContest.org for more information.

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FOR BUSINESSES Access to BBB Community Partner Programs

Small Business Resources BBB would not exist without our small Accredited Businesses. That’s why we’ve developed BBB.org/SmallBusiness, which has information and resources all small businesses need to be successful.

BBB partners with the U.S. Small Business Administration, New York State Small Business Development Centers, SCORE Chapters, builders’ exchanges, and Chambers of Commerce to bring local programming to Upstate New York. Keep an eye on your inbox for invitations and notices!

Get a Quote BBB’s Get a Quote program connects prospective customers with BBB Accredited Businesses for estimates or information about products or services. Don’t forget to check your email! BBB sends the person’s contact information and services requested directly to your inbox.

Arbitration Services BBB offers arbitration services if your business cannot resolve a complaint with a consumer. We work with a trained arbitrator who hears testimony, examines evidence, and renders a written, legally binding decision. Each BBB Accredited Business is entitled to one free arbitration service per year as part of your accreditation.

BBB Webinar Series BBB offers educational webinars for our Accredited Businesses, presented by BBB team members, Accredited Businesses, government officials, or other experts in their fields.

BBB Torch Award for Ethics The annual award celebrates the commitment made by businesses and charities to the highest standards of leadership character and organizational ethics. The awards show the practices that these organizations employ to generate a high level of trust among their employees, customers, and their communities. Visit BBB.org to learn more about program dates, categories, and submission rules. (877) 478-8083

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Standards for Trust BBB Accreditation Standards represent standards for business accreditation by BBBs in North America. These standards are based on BBB’s determination of the attributes of a better business. They incorporate not only lawful business practices, but also BBB’s experience with ethical advertising, selling and customer experiences. For a business to qualify for BBB Accreditation, it must continually meet these standards. Not all businesses will qualify for BBB Accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB’s efforts to fulfill its mission of advancing marketplace trust. BBB accreditation fees are based on several factors, including the size of the business. To be Accredited by BBB, a business or organization affirms that it meets and will abide by the following standards:

Build Trust Establish and maintain a positive track record in the marketplace. A. B e actively selling products or services for at least six months prior to application or have previously operated a similar business with an eligible business performance track record. B. Fulfill all competency and trade licensing requirements. C. Be free from government action that demonstrates a significant failure to support BBB ethical principles. BBB evaluates the action and makes a determination on adherence to this standard based on the nature of the violation and the extent of harm it caused or is alleged to have caused, whether it was caused or condoned by management, and actions taken to resolve underlying issues that led to the government action. D. Maintain at least a B rating at the local office and its headquarters.

Advertise Honestly Follow established legal and ethical advertising and selling practices, including, but not limited to, the BBB Code of Advertising. A. W ork with BBB and agree to modify, substantiate or discontinue advertising and selling practices when recommended. B. Use the BBB trademark and BBB affiliation statements under license and as outlined in usage policies then in effect.

Tell the Truth Honestly represent products and services, including clear and prominent disclosures of all material terms. • Be clear in all written and verbal representations and include all relevant facts in all transactions.

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Be Transparent Openly identify the nature, location, and ownership of the business, and clearly and prominently disclose all material facts that bear on a customer’s decision to buy. A. U pon request, promptly provide BBB with all information requested to ensure adherence to BBB standards. B. Clearly and prominently provide to customers: • direct and effective means to contact the business • the business’ return/refund policy • any recurring commitment into which the customer may be entering, including automatic renewals, payments, or other financial commitments • total cost of the transaction, including tax, shipping and handling, and other related charges prior to completion of the transaction • any known delays or shortages of stock • a receipt summarizing the transaction after the purchase

Honor Promises Fulfill all contracts, commitments, and representations.

Be Responsive Address disputes forwarded by BBB quickly and in good faith. A. Provide a response to each complaint that: • is professional, • addresses all significant issues raised by the complainant, • includes appropriate evidence and documents supporting the business’ position, and • explains why any relief sought by the complainant cannot or should not be granted. B. Participate in mediation, arbitration, or other dispute resolution services as requested by BBB. C. Honor any settlements, agreements, or decisions reached as an outcome of a dispute resolution process. D. C ooperate with BBB in efforts to eliminate the underlying cause of patterns of customer complaints that are identified by BBB.

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Safeguard Privacy Protect any data collected against unauthorized disclosure and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their information. A. Disclose handling practices for personal information, including but not limited to: • what information is collected; • how it is used; • with whom it is shared; • how it can be corrected; • how it is secured; • how policy changes will be communicated; and • how to address concerns over misuse of personal data. B. Ensure sensitive data (credit card, bank account numbers, Social Security/ Social Insurance number, salary or other personal financial or health information) is collected and transmitted via secure means. Businesses will comply with applicable legal requirements and industry standards for the protection and proper disposal of all sensitive data, both online and offline. C. Respect customer preferences regarding contact by telephone and email and remedy the underlying cause of any failure to do so.

Embody Integrity Approach all business dealings, marketplace transactions, and commitments with integrity, good faith, and intent to do what is reasonably expected. • Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise adversely affect the public image of, BBB or its Accredited Businesses. Effective 06/01/2020

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Have Questions? BBB staff members are here to help! Reach out to our specialists for any questions you may have about BBB’s services. (877) 478-8083 ABhelp@upstatenybbb.org

Stay Connected! Follow Us on Social Media Facebook, Twitter, Instagram, LinkedIn, YouTube and BBB.org

BBB of Upstate New York

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