BBB Trust. 2018 edition

Atlantic Canada’s Smart Consumer Guide

A guiding light for consumers The Torch Awards celebrate ethical businesses

Page 14

How to avoid scams Pg 10 Online shopping advice Pg 18 Buying a used car? Pg 30

*Trade-mark of the Council of Better Business Bureaus used under licence

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Start With Trust

Page 08

Page 16

BBB staff Peter Moorhouse, President & CEO Carlene Dickie, Director, Operations Julia Lewis, Operations Coordinator Mohammed Bawazir, Marketplace Counselor André Moulaison, Marketplace Counselor Martenia Green, Accredited Business Consultant, Halifax Region Thelma Farmer, Accredited Business Consultant, Nova Scotia & P.E.I. Caitlin Wardrope, Accredited Business Consultant, New Brunswick Nicole Huxter, Accredited Business Consultant, Newfoundland & Labrador Paula Lehr, Strategic Marketing Specialist Kristin Matthews, Marketing & Communications Specialist Taylor Olie, Marketing & Communications Assistant Maureen Cyr, Business Relations

Inside this issue of trust: 06 President’s message Let BBB’s signature torch light the way

08 How BBB helps Providing a bridge between business and consumer

BBB Board of Directors Executive Committee: Chair: Greg van den Hoogen, Pharmasave Drugs (Atlantic) Ltd. Treasurer: Jennifer Abbey, MNP LLP Past Chair: Jason Buchanan, Premiere Van Lines Board of Directors: Gisele Bourque, Scotiabank Christi Cahill, Think Imaging Kris Duffy, Medavie Blue Cross Trevor MacDonald, Stewart McKelvey Tim Manuel, O’Regan’s Automotive Group Margaret McKee, Sobey School of Business Chris Matthews, CJM Solutions+ Peter Moorhouse, BBB President/CEO Doug Nugent, Enterprise Holdings Inc. Jerome Sampson, Bell Aliant/Mobility Jamie Spence, SBW Wealth Management & Employee Benefits Gerald Walsh, Gerald Walsh and Associates Please address enquiries to: 7071 Bayers Road, Suite 279 Halifax, NS B3L 2C2 bbb.org/atlantic-provinces Toll Free: 877-663-2363 HRM: 902-422-6581 *Trademark of the Council of Better Business Bureaus Used Under License Trust is published by The Chronicle Herald, Custom & Community Publishing Department Publisher: Sarah Dennis Vice President, Partner Solutions (N.S.): Jeff Nearing Editor & Project Manager: Lindsey Bunin Layout & Design: Peter Ross Customer Relations Specialist: Meghan O’Neil Cover photo: Andrew Neel/Unsplash Other photos: 123RF Copyright 2018 by The Chronicle Herald.

All rights reserved. Reproduction of any article, photography or artwork without expressed permission from the publisher is strictly prohibited.

2717 Joseph Howe Drive Halifax, Nova Scotia B3J 2T2 902-426-2811 TheChronicleHerald.ca

10 Ways to protect your business against scams Information and awareness are the first line of defense

14 A guiding light for consumers The Torch Awards celebrate ethical businesses

15

Treat it like cash Know the regulations when using gift cards and prepaid credit cards

16 Cool in the summer, warm in the winter The ins and outs to choosing a heat pump

18

Stay safe while shopping online Tips to ensure a convenient option doesn’t become inconvenient

20 Heating with wood?

Don’t get burned.Tips for ensuring the best service

22 The underground economy Understanding official and unofficial services

24 Riding in style A step-by-step guide to buying a new car

Page 30 30 What to look for in a used car Don’t expect perfection, but don’t overlook defects

36 Mind your money Make simple changes for a better financial future

38 Protect yourself from a data breach Safety tips apply for both businesses and consumers

40 Smart move!

Tips for finding trust-worthy, dependable moving services

42 Research is key Tips for sourcing the best home building and renovation services

46 Keep it green Ways to ensure you’re living an eco-friendly life

48 Ensure kids’ safety online Communication is key to encouraging Internet safety

50 The art of constructive complaining Keep your argument productive and kind bbb.org/atlantic •

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PRESIDENT’S MESSAGE

Welcome to the inaugural issue of trust. Atlantic Canada’s Smart Consumer Guide Magazine.

Let BBB’s signature torch light the way

W

elcome to the very first issue of our magazine! I hope that you’ll find in these pages valuable information to help you make more informed decisions about the products and services you purchase, and the companies you choose to work with. I hope you’ll keep this magazine handy, and refer to it time and again when you’re making important decisions for you, your family and your home.

It seems sometimes as if we’re swimming in an ocean of information. But how do we judge the quality of that information, when so much of it is subjective, and – in some cases – open to manipulation? The Better Business Bureau BBB torch has been a beacon of reliable information for more than 100 years, and it still shines brightly today as we evolve to keep pace with the world around us. Our business ratings are objective and unbiased, based on the information we’ve verified about the company, and their track record resolving issues with their customers.

Our Customer Reviews are verified, ensuring that there is a real person behind the review, and that the business has an opportunity to respond when the review is published. Our online Scam Tracker tool gives you the ability

to report scams and view them in real time by location. Our advertising review program, BBB’s original mission to champion truth in advertising, has grown increasingly critical when we’re bombarded with hundreds of ads as we live more and more of our lives online.

As families in Atlantic Canada, every dollar we spend counts. When we’re making major purchase decisions, investing in our homes, vehicles and families, we must be sure that we’re working with companies we can trust.

When trust matters, BBB is here for you.

I hope you enjoy this magazine, and that you find the information within useful.

Connect with us at bbb.org/atlantic, on Twitter and Instagram at @bbbatlantic, or on Facebook at BBB Serving the Atlantic Provinces. Let us know what you think.

In trust,

Peter Moorhouse President & CEO BBB Serving the Atlantic Provinces

Notice something different? At MNP you will.

MNP.CA

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T: 902.835.7333

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

STAY OUT OF FRAUD’S REACH! • ÉVITEZ LA FRAUDE! It’s scary the number of ways fraud can come at you − online, over the phone, even at your doorstep. In 2017, nearly 450 New Brunswickers reported losing a total of $1.4 million to fraud.

La fraude est un danger aux mille visages qui frappe au moment où on s’y attend le moins. En ligne, au téléphone, chez soi. En 2017, 450 Néo-Brunswickois ont dit avoir perdu au total 1,4 million de dollars aux mains de fraudeurs.

SPOT THE RED FLAGS

REPÉREZ LES SIGNAUX D’ALARME

On the Phone: If you get a call from someone pressuring you to send money, share personal information, or buy something you don’t want, hang up.

Au téléphone : Si vous recevez l’appel d’une personne qui vous pousse à lui envoyer de l’argent, à lui donner vos renseignements personnels ou à acheter quelque chose dont vous n’avez pas besoin, raccrochez!

In a Text Message: Government agencies, banks and other organizations won’t text you for personal information. Don’t respond to text messages from phone numbers you don’t recognize.

Par message texte : Les agences gouvernementales, les banques ou autres organismes ne vous demanderont pas de renseignements personnels par texto. Ne répondez pas si vous ne reconnaissez pas le numéro de téléphone.

At your Door: When someone shows up at your door with an offer, always ask to see their direct sellers licence.

À la porte : Quand une personne se présente chez vous avec une offre, demandez toujours à voir son permis de démarcheur.

In the Mail: Disregard any letters about a huge inheritance, a lottery win or an investment opportunity that sound too good to be true or come from an organization you do not recognize.

Par la poste : Jetez toute lettre au sujet d’un héritage considérable, d’un prix à la loterie ou d’un investissement trop beau pour être vrai, ou qui provient d’un organisme que vous ne connaissez pas.

In an Email: Fraudsters create email messages with links to fake web pages that look like the real sites to try to collect your personal information. Don’t reply to the email or click on a link until you confirm the source.

Par courriel : Les fraudeurs insèrent dans leurs courriels des liens vers de faux sites Web qui imitent des sites légitimes dans le but de recueillir vos renseignements personnels. Ne répondez pas à ce type de courriel et ne cliquez sur aucun lien avant d’avoir confirmé l’identité de l’expéditeur.

Online Classifieds: Scammers may post fake online classified ads and ask you to wire money. Follow the site’s guidelines when buying or selling online.

Petites annonces en ligne : Les fraudeurs affichent parfois de fausses annonces et demandent un paiement par virement télégraphique. Suivez toujours les consignes de sécurité des sites de petites annonces lorsque vous faites des achats ou vendez des articles en ligne.

1-866-933-2222

bbb.org/atlantic •

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How BBB helps Providing a bridge between business and consumer

3. AFTER YOU BUY We offer dispute resolution: Did something go wrong, and you want the company to make it right? BBB offers dispute resolution for businesses and consumers, and maintains neutrality through the complaint process. All correspondence is done in writing, to ensure that both parties have their side of the story communicated in their own words. If a business doesn’t respond to complaints, or doesn’t attempt to address them, it will negatively affect their rating.

1. WHEN YOU’RE SHOPPING AROUND 2. WHEN YOU’RE CHOOSING We review local advertising: BBB’s Advertising Review program is offered to help identify cases of misleading, deceptive, or untruthful advertising in print media, directories, radio and television, and online.

By communicating with the company about the issues, and encouraging them to change their approach, we strive to create a competitive market – and a level playing field – where every company is representing their products or services fairly and accurately.

We save you time and effort: Shopping around can be a hassle! When you use BBB’s Request-A-Quote service, you can send your requirements – including pictures, if it helps to explain what you need – to up to five BBB Accredited Businesses who offer the product or service you’re looking for, all with just one click. Then the businesses will contact you to discuss your needs and provide a quote or estimate.

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We’re neutral: BBB remains neutral when issuing ratings on companies, from A+ to F. Ratings are based on 13 factors, including time in business, number of complaints relative to the size of the business, and whether complaints are being resolved or addressed. Whether a business is accredited or not has no impact on its rating.

We encourage higher standards: BBB Accredited Businesses are held to a higher standard than non-accredited businesses. They undergo a business review process and commit, in writing, to our standards of trust (truth, integrity, transparency). Businesses that do not uphold these standards are subject to accreditation review, suspension and even revocation.

BBB reviews accreditation applications for proper licensing, owner’s background, website security and advertising claims.

We offer verified customer reviews: Want to let other people know about your experience with a company – good, bad, or somewhere in between? BBB Customer Reviews give you that opportunity. We’ll make sure you’re a real person, of course, and we’ll also give the business an opportunity to respond (to thank you, apologize or explain).

Fun fact: more people look to BBB’s customer reviews to praise a company than to complain about them!

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(902) 497-0156 If you’re looking for a Ductless heat pump call Gforce.

Look at our web site and check out our work.

If you can find a better looking install, shake the installers hand for us.

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Audience Response System Translation Services Wide Screen Formats Sound, Lighting, Video Backdrops and Stage Sets Media Feeds Plexiglas Podiums LCD Panels and Plasma Screens • Conventions & Conferences • Award Shows • Press Conferences • Annual General Meetings • Special Events email: info@advancedsystems.ca www.advancedsystems.ca

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bbb.org/atlantic •

9

BUSINESS SCAMS

Ways to protect your business against scams Information and awareness are the first line of defense

S

cams don’t only target individuals in their homes and personal lives. Businesses, particularly small businesses, are often the targets of scammers as well. Here are three of the most common scams by which businesses are victimized.

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DIRECTORY SCAM This scam targets businesses and organizations of all types, attempting to fool them into paying for a listing or ad space in a non-existent directory, or by impersonating the legitimate Yellow Pages. In some cases, the

directory will technically exist, but will not be widely distributed and a listing will be of little or no value — these directories are essentially props in the scammer’s ploy.

How the scam works: Scammers call companies claiming to represent a business

directory, real or fabricated.

When the scammer gets someone from the business on the phone, he or she will claim to be updating the directory and asks for basic information, such as the business’s address, telephone number and email. After the

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

target replies, the representative repeats back the information and prompts the employee to confirm the listing.

A few weeks later, the business receives an invoice for several hundred dollars for an ad or listing in the directory. When the business calls to complain, the representative says that an employee verbally confirmed the placement. In many cases, the scammer even plays back a spliced version of the previous conversation. The altered recording makes it sound like the employee agreed to the charge, when, in fact, he or she was saying “yes” to the listing information.

Tips to spot this scam: Train staff. Make sure that the people processing invoices or answering phone calls are aware of these scams.

Create a process for inspecting invoices. Always check that goods or services were both ordered

and delivered before paying an invoice. Designate a small group of employees with authority.

FAKE INVOICE SCAM This scam targets business owners and their employees.

The scammers attempt to fool employees into paying for products that the business didn’t order and that may not even exist. Fake invoices can be for any product or service; the most common are office supplies, website or domain hosting services and directory listings (which may be referred to as a “renewal”) How the scam works: Many versions of the invoice scam have been reported, but the general con remains the same.

The business receives a letter or email with an official-looking invoice. The person in charge of processing invoices at the business isn’t aware of the scam, so the bill is handled normally

and paid without further investigation.

Perhaps the most intimidating is an invoice from a local, state/provincial or federal government agency for some kind of local fee, tax, or other official assessment required to stay in compliance with the law. These are sometimes stamped “Past Due” or are accompanied by threatening phone calls.

Tips to spot this scam: Train your staff. Make sure that the people processing invoices or answering phone calls are aware of this con. Scammers are great at mimicking official seals, fonts and other details.

Create a process for inspecting invoices. Always check that goods or services were both ordered and delivered before paying an invoice. Designate

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Research, instincts can help protect your business A a small group of employees with authority to approve purchases, receive shipments, and pay the bills. It’s also a good idea to consolidate your domain registrations with a single registrar, and make sure the domain is registered in your company’s name, not your vendor’s.

FAKE PURCHASE ORDERS As fraudsters grow more daring with schemes targeting businesses, Better Business Bureau warns business owners and purchasing agents to be on the lookout for fake purchase orders.

How the scam works: A fraudulent business rents a virtual office and creates an online presence. They open a bank account. They create marketing materials that they send out to suppliers around the country. They even create fake online entities to serve as references for them.

fter a quick look, they seem legitimate, so when they order merchandise, businesses fulfill the orders – only to find out later that they fell for a scam and will not be paid.

To avoid phoney purchase orders, BBB advises business owners and purchasing agents to:

Watch out for unusually large orders. Scammers often target smaller businesses and place large orders, hoping the chance of profit overrides their victims’ judgment. Large orders – particularly from new customers – are often a red flag.

Be leery of email-only solicitations. Many scams have roots overseas. Watch out for situations where email is the only form of contact. Also, be on the lookout for misspellings and grammatical errors in solicitations you receive.

Do your research. Visit bbb.org to research businesses looking to do business with you. Keep in mind that business identity theft is a growing issue.

Fraudsters often impersonate legitimate businesses in the hopes of defrauding unsuspecting businesses.

Confirm everything. If you receive an order from a potential new customer, even a business with an established track record, it is a good idea to verify the order directly with the company.

Make sure you are using accurate contact information and do not just use the phone number on the purchase order you have received.

Make sure the references are real. In this day and age, creating fake online entities is fairly easy. When you are doing your research, go beyond a simple phone call. Do an internet search on the company seeking to do business with you as well as their references. Legitimate companies should have a digital ‘footprint.’

If you can’t find much on a given company, it could mean they are new or it could mean they are not what they seem.

Trust your instincts. A business owner who received a fake purchase order recently said the size of the order raised a red flag.

So did the fact that they were not asked for a competitive bid.

In addition, BBB regularly hears from consumers and business owners who state they ‘just knew something was wrong,’ but failed to heed that instinct. If something seems off to you, pay close attention to that feeling.

Have a process in place.

When it comes to handling orders, make sure you have a reliable system in place to vet and verify those orders, and that all of your staff are fully trained to follow this process.

It isn’t always consumers that are targeted by scammers. Businesses can easily fall victim too. With any of these scams, the best way to spot them is to stay on top of staff training.

Make sure your employees know how to handle any suspicious calls, and where to report them.

To report a scam, or learn more about how they happen, visit BBB’s Scam Tracker, at bbb.org/atlantic.

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Ironworkers Education & Training Co Inc. 7 Kyle Avenue Mount Pearl, NL A1N 4R4 Telephone: (709) 747-2158 Fax (709) 747-2158

Training Programs Offered

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Ironworker Generalist (9 month pre-employment) Ironworker Direct Entry Ironworker Trade Qualifier Refresher Newfoundland Compliance Safety Training

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TORCH AWARDS

Photos: Kaylin Amelia Photography

A guiding light for consumers The Torch Awards celebrate ethical businesses

S

ince 1912, Better Business Bureau has been committed to a movement towards trust and transparency in business.

Our mission is simple: becoming the leader in advancing marketplace trust. We do this by setting standards for trust, encouraging and supporting best practices through engagement and education, addressing substandard marketplace behaviour, creating a community of trustworthy businesses and charities and celebrating marketplace role models.

To celebrate our role models, we host the Torch Awards for Ethics annually. This event

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shines the light of the BBB Torch on companies who are making trust and transparency a priority. These companies generate a high level of trust among their employees, customers and their communities, and most importantly, embody our vision.

The Torch Awards for Ethics selection committee looks at the entries based on the ‘Six Principles of TRUST!’ (Transformation at the Top, Reinforce and Build, Unite the Team, Steer Performance, Treasure People, Enthusiastically Give Back).

Excellence in these principles, based on research conducted

by the BBB Institute for Marketplace Trust, is highly correlated with high levels of customer trust.

Sandra Watson, owner and operator of Merry Maids of Metro, won a Torch Award for Ethics for the Atlantic region in 2016.

“At the Torch Awards event in Halifax, I invited all of our employees to attend with me. I have so much pride in the people who work for us and give their all every day, and it was important to me that they share in that recognition,” she said.

But Watson’s success didn’t stop there.

When a company is recognized by their local BBB with a Torch Award for Ethics, they become eligible for an international awards program conducted by the Council of Better Business Bureaus, in Arlington, VA. Later that year, Merry Maids of Metro went on to become the first Canadian company ever to win an International Torch Award for Ethics.

Look for more information about the Torch Awards for Ethics - including entry and nomination details - at bbb.org/ atlantic, and plan to join us in the fall of 2018 to celebrate this year’s worthy recipients!

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Treat it like cash Know the regulations when using gift cards and prepaid credit cards Although you technically have rights, it is unlikely you will be able to redeem or refund the card. If a business changes ownership, the gift card is only valid if the new owners purchased the liabilities as well as the assets.

T

he flexibility that gift cards offer makes them a popular purchase choice for consumers each year. They are convenient and make the choice easy.

However, it’s important to be aware of the regulations which govern gift cards before making a purchase you may regret.

HERE ARE A FEW FACTS TO KEEP IN MIND WHEN PURCHASING A GIFT CARD OR PREPAID CREDIT CARD. • It is illegal for gift cards to carry expiry dates. This still applies even if the card was issued before the law was introduced.

• Gift cards cannot charge activation fees. However, prepaid credit cards often charge an activation fee, so keep this in mind when purchasing.

• Use before you lose. Prepaid credit cards are a great option to buy online or in multiple stores, but it is important to note that there are often administration or dormancy fees, which are incurred after an initial grace period.

• What happens if the business changes ownership or files for bankruptcy? If the company is bankrupt, as a holder of a gift card, you are an ‘unsecured creditor.’

AVOID ISSUES WITH YOUR GIFT CARDS BY FOLLOWING THESE TIPS: • Before buying a gift card, look into the retailer’s financial condition: If news articles report that a business is unstable, it might be best to purchase a gift card from another retailer.

• Check the terms and conditions. A gift card’s terms may allow the card to be used at another business location.

• Purchase gift cards with a credit card, if possible: Your credit card company may be able to help recover money lost if a business goes under.

Some retailers, however, require gift cards to be purchased with cash.

• Read the fine print: reading all the details will prepare you for any surprises that may come your way.

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830-3881

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Benoit Electric Limited 1268 St. Margarets Bay Rd. Unit 200, Beechville, N.S. B3T 1A7

Tel: 902-876-0904 Fax: 902-876-5089 info@benoitelectric.ca www.benoitelectric.ca

70 Karel’s Drive Fall River, NS B2T 1E5

Decks&RAMING s $ECKS s 'ARAGES • Framing • Garages • Renovations

Heath Pierson Owner

Phone: 902-209-9418 Fax: 902-861-1023 Email: heath@blueridgebuilders.ca bbb.org/atlantic •

15

HEAT PUMPS

Cool in the summer, warm in the winter The ins and outs to choosing a heat pump

A

lthough air source heat pumps have been used in Canada for decades, the popularity of this device has grown substantially in the last few years. The popularity stems from the device’s ability to offer both

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heating and cooling from one device, and have the ability to provide year round climate control. These devices absorb heat from outdoor air in the winter and reject the heat into outdoor air in the summer.

These appliances are especially helpful in Atlantic Canada’s climate. They excel in the ‘shoulder seasons’ - when it’s not the deep cold of winter, or the full heat of summer.

This is, in part, why they’ve become so popular in our region.

But with popularity comes the potential to be wronged. Air source heat pump companies have seen an increase in unqualified people offering installation at a cut rate. To avoid being stuck in that situation, we have put together a list of things every homeowner should keep in mind when purchasing a heat pump.

Research multiple companies and brands. Look for distribution at the local level. Heat pump companies in Atlantic Canada recommend servicing units once a year, and encourage homeowners to change their air filters themselves monthly. A problem arises when you have purchased a system online or from an illegitimate business, and they will not service your machine locally after you install it.

Some brands will only sell to contractors that they trust, but some places will sell it to anyone willing to pay for it. A reputable company will usually sell systems that you can’t find online or from an illegitimate company, because the brand wants their name to be represented well.

Make sure your air source heat pump follows Canada’s CSA F280 Standards for Size. In Atlantic Canada, an improperly-sized heat pump installation happens all too often.

In Canada, heating loads are larger than cooling loads. If the heat pump is sized to match the heating load, it will be too large for the cooling requirement, and will operate only intermittently in the cooling mode.

This may reduce performance and the unit’s ability to provide dehumidification in the summer.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

If your system is oversized, it does a poor job at dehumidification. If you have a storied home, there may be difficulty cooling your upper level, and overcooling your lower level.

Insist on a proper heat loss/heat gain calculation. That way the homeowner gets a product that performs like it is supposed to and operates with the best efficiency.

Know that it is an investment of time. While air source heat pumps are energy efficient and environmentally friendly, they do require some care to keep

them running at their greatest potential.

• Make sure your machine’s warranty is registered. Some companies register your machine for you, but not all of them. It is up to the consumer to register their machine.

• Clean your filters every three months at least. Ductless mini-split pumps can be cleaned by the homeowner, while central heat pumps require a professional.

• Keep the outside unit clean. It will be exposed to pollen, pine needles and other external factors, which can affect the efficiency of your system. If there is

buildup of debris, you can gently clean it.

If ice has frozen on it, pour hot water over top to melt the ice.

• Have your system serviced by a professional once a year. Routinely servicing your machine can lengthen its life.

Not only are air source heat pumps great for our coastal climate, they are environmentally friendly, quiet in the home and if you keep up with it, easy to maintain. Look for a reputable heating pump company near you at bbb.org/atlantic.

*Information sourced from Halifax Heating Residential Inc., Sunshine Renewable Energy Inc. and Shines Energy Inc.

SAVINGS & COMFORT

Made Easy

Classic C Cl las ssic c Heating g & Ai A Air ir C Co Conditioning ond ndit ditio ittio ioning niing ng S Services erviice er ces Lt Ltd Ltd. d Residential & Commercial

Serving ng the G Greater reatter Moncton Area for over 25 years

CALL FOR YOUR NO OBLIGATION ESTIMATE TODAY! 255 Halifax St., Moncton | 506.869.2206 | classichac@nb.aibn.com bbb.org/atlantic •

17

ONLINE SHOPPING

Stay safe while shopping online Tips to ensure a convenient option doesn’t become inconvenient

A

lthough you can’t beat the convenience of getting what you need at the click of a button, all too often, consumers find what they ordered is not what they get. Worse, many websites are total scams that take your money and don’t send a thing.

How can you be certain the websites where you shop are legitimate? BBB offers these tips for safe online shopping: Know the advertiser.

Some of the best deals are only available online, but be careful.

It’s easy for a fake site to mimic a famous retailer’s website, so make sure you are shopping with a legitimate site. If the site is missing contact information, that is a red flag. Check out retailers at bbb.org before you shop.

Check a site’s security settings. If the site is secure, its URL (web address) should start with “https://” and include a lock icon on the purchase or shopping cart page.

Be a savvy shopper. When shopping online, be sure to take your time, and read the fine print before submitting your order. Look for the return policy; although many online orders can be returned for a full refund,

✓ TOP TIPS Ask all contractors to provide references.

SPONSORED BY: A&L GENERAL CARPENTRY (902) 499-6258 aandlcarpentry.ca 18

• 877-663-2363

others have restocking fees.

Some items cannot be returned; know before you buy.

Protect personal information. Read a site’s privacy policy and understand what personal information is being requested and how it will be used. If a site doesn’t have a privacy policy,

that may be a cause for concern.

Think before your click.

Be especially cautious about email solicitations and online ads on social media sites. Many fraudulent retailers advertise great deals or trendy clothing that don’t measure up to the promotional hype.

✓ TOP TIPS

✓ TOP TIPS

Watch out for potential signs of a bad business, such as moving companies that use only cellphones.

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A successful workplace safety program depends on spotting hazards and evaluating risks before harm is done.

SPONSORED BY: BUFF ZONE CLEANING SERVICES (902) 740-3394 Yarmouth (902) 233-4905 Halifax buffzonecleaning@eastlink.ca

Beware of too-good-tobe-true deals. Offers on websites and in unsolicited emails may offer free or very low prices on hard-to-find items. There may be hidden costs or your purchase may sign you up for a monthly charge. Look for and read the fine print.

✓ TOP TIPS If your truck requires repairs while under warranty, follow the manufacturer instructions which may mean using an authorized dealer.

SPONSORED BY: SILVERS’ GARAGE 2008 LTD. (902) 543-7126 silversgarage.ns.ca

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Online purchase scams

W

Beware of phishing.

Phishing emails can look like a message from a well-known brand, but clicking on unfamiliar links can place you at risk for malware and/or identity theft.

One popular scam claims to be from a package-delivery company with links to “tracking information” on an order you don’t remember making. Don’t click!

Shop with a credit card. In case of a fraudulent transaction, a credit card provides additional protections; it’s easier to dispute charges that you didn’t approve. Debit cards, prepaid cards or gift cards don’t have the same protections as a credit card.

Keep documentation of your order. Save a copy of the confirmation page or email confirmation until you receive the item and are satisfied. Be sure to know and understand the return policy and keep this documented with your purchase records.

Keep a clean machine.

Install a firewall, anti-virus and anti-spyware software. Check for and install the latest updates and run virus scans regularly on your computer, tablet and smartphone.

hether you’re a buyer or a seller, online transactions require extra caution to avoid scams.

These cons often involve purchases and sales on eBay, Craigslist, Kijiji and other direct seller-to-buyer sites.

Scammers may pretend to purchase an item only to send you a bogus check and ask you to refund the “accidental” overpayment.

In other cases, the scammer will pretend to be a legitimate online seller but never deliver the goods.

Remember, when you’re buying from a private seller, there are no guarantees or warranties if something goes wrong.

How the scam works: You are selling an item through an online service.

A buyer may offer you more money for the item if you accept a cashier’s check or money order rather than following the site’s usual checkout process. When

the payment arrives, it is for more than the agreed upon purchase amount. The buyer claims to have made a mistake and asks you to return the difference by some untraceable method such as a wire transfer. The payment turns out to be a fake, and you’re out the money.

If you’re the buyer in an online purchase scam, the basic ploy is a simple one: you will not receive the items you paid for. The details and photos — often copied from a real seller’s listing — will look very real, but the low price may seem too good to be true (because it is!).

Online shopping scams were in the top 10 most frequently-reported Canadian scams of 2017, so when you decide to shop online, be savvy. Get to know the website and understand what you will be paying for when you order! If something seems off, it’s probably too good to be true.

bbb.org/atlantic •

19

Heating with wood?

Don’t get burned.

Tips for ensuring the best service

M

any homeowners in Atlantic Canada choose to heat their homes, in whole or in part, with wood fuel. Unfortunately, this is an industry in which an ill-informed buyer can easily be taken advantage of. Do your research before buying, to ensure you’re getting the most value for your heating dollar.

GET REFERENCES Ask around. Who have your friends and family had luck with? If they have used more than one service, who would they recommend the most? You can check your provincial government’s site for a list of firewood producers who follow a code of conduct put together by the provincial and federal government. And of course, you can visit bbb.org for a list of reputable businesses.

DRYNESS IS IMPORTANT The drier the wood is, the more heat you get per cord. It is beneficial for consumers to order their firewood in the spring or early summer and stack it in your yard to ensure dryness. If you leave it too late into the fall, you may ask for dry wood but receive wood that is wet and much harder to burn. Stacking your wood and covering with a tarp in spring or summer is recommended in Atlantic Canada.

ASK ABOUT THE TYPE OF WOOD THAT IS BEING DELIVERED Some types of wood, such as softwood or aspen, will have a great price point but won’t give you the heat value in comparison to others, such as maple, birch, ash, oak or beech.

Although most suppliers will supply you with a mix of hardwoods and exclude aspen, it is always good to ask what you are getting so you know what you are spending your money on.

SECURE DELIVERY Check the company’s reputation to see how they are with delivery. Some businesses will give you an optimistic delivery date which ends up being flexible. You may end up with a delivery that is six weeks late with very little time to dry. Early ordering reduces the impact of this problem. Avoid the fall rush and purchase in the spring or summer to guarantee proper dry time.

ASK THE SUPPLIER HOW MANY CUBIC FEET YOU WILL HAVE WHEN YOU MEASURE IT AFTER YOU STACK IT IN THE YARD This is a great way to compare prices.

Some unethical businesses have been known to hang up on customers when they realize the customer may measure the wood. Even if the firewood is loose in the truck, you can determine if the amount is close to what you paid for by measuring the loose volume. A few quick measurements and a calculator will tell you if you are receiving everything you should be.

Do some research, find a supplier you trust — starting at bbb.org — and stay warm!

Frank Rhyno’s Valley Firewood “WE ARE A CUT ABOVE THE REST” - HERE’S WHY...

1. 100% consumer referral record d and d 10 1 100% 00% 0% Z ZERO ERO CO ER ERO COMPLAINT OMP MPLA LA AIN NT FR FFREE EE E 2. We ONLY sell a proper cord of wood at 128 cubic feet and 16 inch.

Caution: If you buy a “unit measurement” you are NOT getting a proper cord of wood 3. All firewood is either winter cut Maple or Birch Mix and never on the same load as we NEVER sell mixed combinations of wood 4. We moisture probe all wood in your presence to ensure proper seasoning dry-times for safe burning

5 i d llii ttrucks k tto serve you, equipped i d with moisture meters 5. S Six delivery 6. Yes - WE DO furnace wood and special cuts Take it from our happy customers and check us out on www.bbb.org/atlantic-provinces under Customer Reviews and Complaints where you will find our five star rating

frankrhynosvalleyfirewood.blogspot.com • (E) frvf@xplornet.ca (H) 902-678-9797 (C) 902-691-5070 • 281 English Mountain Rd., Canaan, N.S. 20

• 877-663-2363

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

PAV I N G C O N T R A C T O R S

CONSTRUCTION “WE’RE BUILDING BUSINESS”

Project Management Retail & Commercial Planning Retail/Commercial Construction Custom Millwork-Design & Fabrication

• 404 • 3127 1• 866 Fax 902 404 3128 •

•

Est. 2003

Code of Ethics: • • • • •

Serve our customers with honest values.

Tell the truth about offerings clearly and concisely.

Tell customers what they need to know about offerings.

Be prepared and willing to make good on any guarantee offered.

Ensure that normal use of your merchandise or service will not be hazardous to health or life.

• Reveal all material facts which otherwise might cause customers to be misled.

• Refrain from attacking or reflecting unfairly on competitors.

• Avoid tricky devices and schemes.

www.rysonconstruction.ca

Serving all of Atlantic Canada

902.440.3434 440-3434 www.asconpaving.com www.asconpaving.com

bbb.org/atlantic •

21

The underground economy Understanding official and unofficial services

T

he underground (or ‘grey market’) economy is widespread across Atlantic Canada. In almost every industry, there are individuals who lack the certification or training to perform the services they’re offering and companies who offer steep discounts for cash transactions with no documentation.

As consumers, we may think we are making the best decision, but sometimes, the risks can be clouded by the temptation of a ‘good’ deal.

In the underground economy a cash transaction for any purchase of a retail

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product, or more complex manufacturing or construction service, involves no documentation. This means that you will not have a paper trail should the outcome not be satisfactory to you, leaving you little or no recourse against the vendor, supplier or contractor should something go wrong.

If you had the work done by someone unqualified, you may be liable for any resulting damages. This includes if someone is injured while working on your property.

If this happens, you may end up spending much, much more than you would have if you had worked with a reputable business.

The business may not be in compliance with occupational health and safety regulations, putting employees and consumers at risk if they are using unsafe products recklessly.

The applicable GST, PST and other taxes are never collected. In the longer term, businesses dealing in cash drive the cost of taxes up for competing businesses that comply with the law, consumers and taxpayers. Ultimately, you’re hurting your local economy. Legitimate businesses, who follow regulations and employ people in your community find it increasingly difficult to compete with unreasonably low quotes.

To ensure you are working with a reputable company, remember these steps before hiring.

• Check whether a company has a business licence.

• Contact the company’s references.

• Obtain an estimate, in writing, from three or four contractors.

• Have the contractor sign a written contract that includes details such as completion date, scope of the project and the total cost.

• Ensure you have a receipt or invoice that details the product or service you purchased, what you paid, and what recourse - if any - you have if there are issues.

As always, visit bbb.org/atlantic for reliable business information at your fingertips.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

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bbb.org/atlantic •

23

AUTOMOTIVE ADVICE

Riding in style A step-by-step guide to buying a new car PART 1: THE PLANNING PHASE uying a car, whether it’s a new one or a used one, can be scary and overwhelming. But it doesn’t have to be! Keep these tips from BBB in mind to make the process as easy and successful as possible.

There is a lot you can do to get ready before you even set foot in a dealership.

Here are some things you should do so you are an educated and prepared consumer: Consider payment options. Take time to consider your payment options.

You often have two options: pay for the car in full or finance over time. Choosing

B

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• 877-663-2363

to finance the car over time may mean less money upfront, but it increases the overall cost of the car. If you do decide to finance it, be sure you completely understand the terms of the financing agreement before you sign. For example, ask if you will have to pay any fees if you pay off the loan early. You can shop around for the best loan through third parties like banks and credit unions.

Consider being pre-approved for a loan so you have something to compare to the dealer financing. Having an offer in hand will also give you a bargaining point.

Set a budget. Do not automatically

spend whatever you qualify for in a loan.

Decide how much money you can spend, based on the maximum amount you have saved up to spend or the maximum down payment and monthly payment you can afford if you are financing the car through a loan. When calculating the cost, be sure to include the price of the tax, title, registration, fees, and insurance. You are responsible for insurance as the purchaser of the car and the dealer is not obligated to cancel a contract because you find out later you cannot afford to pay insurance. Do not forget to consider factors like how much gas

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

the car will use and how much maintenance and repairs will cost when looking at what effects owning a car will have on your overall budget.

Leasing. Determine whether buying or leasing the car provides the best value for your money. A lease offers lower monthly payments, little money upfront and restricted mileage. At the end of the lease the car is returned and the process is repeated.

Buying a car requires monthly payments and more money upfront, but once the loan is paid off you own the car.

Choose a car model. Check out various models to determine those that are the safest, most reliable and otherwise suitable. Research and think about the equipment and options the car offers, the safety features you want, the conditions you will be driving in and any other needs you have in mind for yourself or your family. Will you use it for commuting short distances or taking long road trips? How many passengers must fit comfortably?

How long do you want to keep it? Consult resources like Consumer Reports. Consider additional factors like fuel economy, warranties, and operating costs. You should also look into theft rates as they can make your insurance higher. Investigate different cars’ accident history. Narrow your choices to several cars. Do not make the mistake of having your heart set on one car — it may reduce your bargaining power.

Compare prices online. Look up the prices of different cars on websites. By doing a side by side comparison of a few models, you can see what each car has to offer for what price. This will also help you determine the value of your trade-in if you have one.

Obtain updated price lists to compare to the dealer costs displayed on the window sticker.

You will know how much bargaining room you have on the basic car and individual options. It is important to know the difference between the invoice price (the price the dealer paid for the car) and the sticker price of the car (the desired price the dealer wants you to pay). When comparing prices, also consider different warranties, length of the warranty period and what items are covered by the warranty (this may vary). Check if the warranty includes parts and labour, and for how long. Ask if there are preconditions that you, the buyer, must maintain to qualify for the terms of the warranty.

Look for rebates. Many rebates are available to all consumers, but some carry eligibility requirements like loyalty bonuses,

Need a rental?

Whether you need a car, truck or van, Enterprise is the perfect choice. enterprise.com • 1 800 rent-a-car

military status, or trade-in bonuses. Make sure you understand these qualifications to avoid disappointment later.

Find a dealership. Ask friends and family members for dealerships nearby that they trust and that provided a pleasant experience. Read Business Profiles at bbb. org to see Accreditation standings, ratings, reviews and complaints. Search online for the dealers’ names and the words “complaints” or “reviews” to see what people are saying about them. The dealer should not be pushy. You want a dealer who will make you feel comfortable and informed with all of the available options. Be on the lookout for reviews that mention any bait and switch tactics.

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(902) 497-5786

Pick-up subject to geographic and other restrictions. ©2016 Enterprise Rent-A-Car G03811 1/16

www.JasonRoyrenovations.com bbb.org/atlantic •

25

PART 2: AT THE DEALERSHIP Remember that an ethical dealer will let you take the time you need to make a conscious and thought-out decision. If someone is rushing you and putting pressure on you, you may not want to do business with them.

Here are some things to do during your visit to the dealership: Take your time. If you don’t want to make a decision on your first visit, tell the dealer upfront. Let them know you want to take a test drive and will be making your decision on a purchase later.

Go on a test drive. This is one of the most important things to do! Drive each model you are considering and try to do so in a variety of conditions (driving through traffic, on a highway and on back roads). Take a test drive checklist with you to examine

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important characteristics of the car and check out all of the features. While driving, carefully check the brakes, steering, outward visibility and gear shifting. Turn off the radio and listen to the engine for any noises. Try parallel parking to make sure the visibility is good and you can adjust all mirrors as needed. Turn the car to “Accessory mode” to ensure all of the dashboard lights are on and the instrument panel is easy to read. If either the “check engine” or “ABS” light remains unlit, it could be a sign that the car has been interfered with to cover-up an issue. Test the back seat for comfort for passengers sitting there and the trunk for ample space and easy access to the spare tire. Don’t be afraid to ask questions. If anybody else will be driving the car regularly, take them with you to test it as well.

Keep all negotiations separate.

Consider questions about financing, service contracts, warranties, trade-ins or other extras only after you have settled on a price for the car.

Determine the price for car. The MSRP (manufacturer’s suggested retail price) sticker price taped to the car window is the amount the dealer is seeking and may be about 10-15 per cent more than what the dealer paid for the car. Tell the salesperson exactly what car and options you would like, and ask for the best price. In some cases, you might be able to get a price that’s $150 to $300 over the dealer’s cost for mid-sized cars in good supply. Sometimes $500 over cost is a good deal, but you will not know until you shop around. You may be less likely to get a good price on a more popular car that is in short supply. Make sure you discuss all the options you are interested in and that you are clear on any additional costs associated with the options. Consider bargaining for a better deal, and always get the final figure in writing. Shop around and see if other dealers will offer you better prices. Be patient when purchasing a new car. If the first or second offers are not desirable, you must be able to walk away.

Decide if you are buying from stock or ordering from the factory.

Sometimes you will get a better deal for a car already in stock, because the longer a car sits on the lot, the more expensive it is for the dealer. These cars may have expensive options that you neither need nor want.

Ask the dealer to remove the option — and reduce the cost — or sell you the car without charging for the option. Sometimes the better deal will come with ordering a car because it is a sure sale and the dealer does not have to invest in the car. Discuss all options to see which works out best for you.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Factor in the time you have to wait for a car from the factory into your decision-making.

Discuss your trade-in. Once you have finalized the price for your new car, you can discuss trading in your old car. Keeping it separate from the price of the new car will help you stay clear on the actual price of the car without being confused by a subtraction for the trade-in.

Ask about warranties and service contracts. Make sure the information on your warranty is detailed and includes whether the warranty is full or limited and what is covered, who covers it and for how

✓ TOP TIPS

long. Read all the details about any additional service contracts and make sure you understand them completely before signing anything. If you are considering an extracost service contract, compare it to your warranty closely to check for duplication. Unless the service contract offers free scheduled maintenance or other services, it may not be economical to have a service contract while the warranty is in effect. If you decide to buy a service contract, do some comparison shopping. Buying a service contract through an insurance company, for instance, may save you up to 50 per cent on the cost.

✓ TOP TIPS

Keep valuables such as jewellery, money and important documents with you. Movers will not accept responsibility for these items.

Tires play a crucial role in overall safety and performance. Proper inflation prolongs the tire’s life and improves fuel economy.

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✓ TOP TIPS Determine your budget first as changes to your renovation plans could cost extra.

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✓ TOP TIPS The majority of home inspectors will allow you to tour the home with them and ask questions during an inspection.

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Solve it, Resolve it… Through Arbitration.

Are you eligible for CAMVAP? Is your dispute with the manufacturer about an alleged manufacturing defect or implementation of the new vehicle warranty?

Are you a resident of Canada and was your vehicle originally purchased from a manufacturers authorized dealer in Canada?

Is your vehicle used primarily for personal or family use?

Is your vehicle from the current or previous four model years and is the distance traveled by the vehicle less than 160,000 kilometres?

Have you followed the manufacturer’s dispute resolution process and have you given the dealer and the manufacturer a reasonable number of opportunities to resolve the alleged problems?

If you answered yes to all of the questions above, you may be eligible for CAMVAP Call our office at 1.800.207.0685 or visit our website at www.camvap.ca

bbb.org/atlantic •

27

PART 3: SIGNING & DRIVING AWAY Signing the contract While some dealers may write a cancellation option into your contract, there is no blanket cancellation or return rule. Once you sign the contract, you are legally bound to buy the car unless the contract specifically states any options to cancel, so it is imperative that you read and understand everything before signing.

Make sure all the features you want are listed on the order and pay attention to any extras or fees. The dealer may offer you extras such as rust-proofing, fabric protection and paint sealant. Make sure you weigh the added expense for such items against their necessity. Dealer preparation fees, such as for cleaning the car before you pick it up, may also be charged. Check the window sticker of the car. If the fine print reads, “Total vehicle price includes manufacturer’s recommended pre-delivery service,” or “Manufacturer’s suggested retail price of this model includes dealer preparation,” the preparation fees have already been charged. A document preparation fee may also be charged. Remember, this may not be a mandatory fee and may be considered part of the negotiable final price.

Gerald Mitchell Contracting

Quality

LTD.

Integrity Trust

1265 Fall River Road Fall River, NS gmhomes.ca office (902) 860-4411 fax (902) 860-4499

@jonescoinc facebook.com/JonesCoContracting

ENERGY EFFICIENT NEW HOME CONSTRUCTION AND RENOVATIONS At JonesCo Contracting we provide turnkey home packages and general contracting services with a focus on energy efficiency, quality craftsmanship, and smart problem solving. Contact us today to discuss your new home and renovation plans.

Always Remember the 4 Basic Principles of Moving:

1 2 3 4

Find a reputable mover through the Better Business Bureau (BBB), your provincial government’s consumer protection agency and/or the Canadian Association of Movers (CAM).

Ask at least three movers for estimates.

Get the terms and conditions of your move in writing.

Make sure you have adequate insurance protection for your goods.

Canadian Association of Movers

1-866-860-0065 • www.mover.net jonescocontracting.com 902.499.0285

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• 877-663-2363

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

are where they should be, that the tire is inflated to manufacturer specifications and that all the hubcaps and body moldings are in place. Ask the salesperson to demonstrate each accessory — such as setting the clock or turning on the bright lights. Also, ask how to check the oil, coolant, transmission fluid and battery. Check that all electrical items function properly and take the car for a quick test drive.

Check the Vehicle Identification Number on the car to ensure it matches the one on the contract. Make sure you have the owner’s manual, warranty forms and all legal documents.

After the sale Be sure to keep all of your paperwork for the vehicle, including the warranty and loan papers, in a safe place.

Purchasers of new and late model cars can access CAMVAP – the Canadian Motor Vehicle Arbitration Plan. You can find more information about qualifications and exclusions for this binding arbitration program at www.camvap.ca.

Safe travels and happy driving in your new car!

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If a clause concerns you, ask to have it explained or changed. Double-check all the figures to make sure they are what you agreed to. Make sure there are no blank spaces on the contract and all verbal agreements are in writing in the contract as oral promises may not be enforceable.

At the time of the purchase, make sure you take with you the bill of sale, purchase agreement, loan agreement and registration papers. Make sure all guarantees, warranties, or service contracts are in writing and that you understand them. If there is a deposit due at signing, ask whether it is refundable, and under what circumstances, and be sure that is spelled out in the contract.

Before you drive away Before you sign any final papers and drive away from the dealership in your new car, take a few minutes to inspect it carefully.

Check over the exterior of the car for any damage, such as “dings” or scratches. Look for a glossy and even finish and check that body panels are aligned evenly and the trim is secure.

Confirm that the spare tire and equipment

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Commercial • Residential bbb.org/atlantic •

29

AUTOMOTIVE ADVICE

What to look for in a used car Don’t expect perfection, but don’t overlook defects

P

urchasing a ‘pre-loved’ vehicle can save you a lot of money, but there are also special considerations you should keep in mind, as you don’t have the same level of assurance as when buying a new car.

When a used car is sold “as-is,” there is no warranty and once you sign papers and drive away the seller has no more responsibility. This makes it especially important to know as much as you can about the condition of the car before you buy it. Don’t expect perfection in a used car, but don’t overlook serious defects. Be alert: some sellers are adept at masking problems, and a steamcleaned engine and gleaming paint job are no

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indication of the quality of the automobile.

Check the car in daylight and bring someone along to help you make a thorough inspection.

Exterior - Be sure the body appears even, with no irregular spacing between the body joints. Check for rust, especially at the bottoms of fenders, around lights and bumpers, on splash panels, under doors and in the wheel wells. Check the tires for uneven wear or signs of brake fluid leakage on the inside. Also, check the spare tire and make sure the correct jack is in the trunk and in working order. Check for paint that does not quite match, gritty surfaces and

paint overspray on chrome – a new paint job could be masking body problems. Look for warning signs of a past accident, like cracks, heat-discolored areas and loose bumpers.

Look for welded seams, which may indicate the car is “rebuilt” from salvaged parts.

Look for hairline cracks and tiny holes in the windows. If the vehicle is dirty, have it washed for a better inspection.

Doors, windows and trunk - Look for a close fit and easy opening and closing of doors. A door that fits unevenly may mean the car was involved in a collision.

Frame and alignment - If you suspect a car’s structural condition, have it checked

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by a local tire alignment dealer. A car with a bent frame can be dangerous.

Tailpipe - Look for black gummy soot in the tailpipe. This may indicate worn rings or bad valves.

Interior - Check for badly worn carpeting or upholstery, which may be a sign of heavy use. Check the adjustability of the seats and make sure all seatbelts work.

If the seats have covers, look underneath.

Turn on the ignition to check the warning lights, and check the brake pedal. Ask about the working order of the airbags and if they have ever been deployed. Take a sniff! A musty smell inside the car could mean the car was damaged in a flood or that rain leaked in.

Fluids - Pull out the oil dipstick. If it is dark and dirty, the engine may not be well maintained. If the oil is whitish or has white bubbles, it may mean there is water in the system, which can be a sign of major mechanical problems. If the transmission is automatic, check the transmission fluid to see if it is dark or has a burned odor. Check for leaks and stains under the car, on the underside of the engine and around hoses and valve covers.

Battery - Look at the sticker on the battery for the guarantee date. You generally need to replace a battery after approximately 40,000 kilometres.

Electrical system - Check all electrical accessories, such as the lights, wipers, radio, and horn, one at a time.

Springs and shocks - Push down on the front and rear corners of the car. If the car bounces several times, the shock absorbers are worn.

After going through these visual inspections, take the car for a test drive.

As you drive, listen for unusual sounds and check if the car idles and accelerates smoothly. Check the stiffness of the steering wheel and brakes. Drive on a variety of terrains, such as highways, backroads and in traffic.

You also want to pay special attention to the odometer, which tracks the miles the car has been driven. Every year, more than 89,000 vehicles with tampered odometers reach the Canadian marketplace – at a cost to Canadians of more than $3.56 million.

Odometer readings can be rolled back or documents can be forged.

Here are some things to think about when checking the mileage on a used car: • Do the math. The average vehicle accumulates about 19,000 kilometres per year. If the mileage seems excessively high or low in comparison, find out why.

• Ask the seller if you can see the maintenance records and compare them with the mileage on the odometer itself.

• Examine the car for telltale signs. Is the wear on the car’s pedals, tires and seats consistent with the miles on the odometer? A car with fewer than 40,000 kilometres on the odometer and new tires may be suspicious.

Once you have found a car you are considering buying and you have tested it yourself, have a mechanic check the car thoroughly before you sign anything. You will have to pay for this, but it is crucial, as there could still be problems you did not find.

Ask for a written estimate of the costs to repair any problems the mechanic finds, and use that estimate as a bargaining chip when you make your offer for the car. In some provinces, an official inspection may be legally required. Check with your Department of Motor Vehicles for specific laws in your locality and to learn what you need to register the car.

bbb.org/atlantic •

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GET YOUR CAR’S HISTORY AND INVESTIGATE RECALLS Ask the seller for a copy of the service records for the car. Find out if it is possible to talk to the previous owner about any accidents or issues.

You can search online for companies that sell vehicle history reports, such as CarFax, but be sure to verify the report with the reporting company if you suspect it is incomplete or fraudulent.

Additionally, Transport Canada operates a webpage where you can find out if a particular vehicle has ever been recalled for safety defects.

CLOSING THE DEAL Unless it is specified in the contract, you do not have a cancellation period to get out of the sale, so it’s important to read and understand everything before signing.

• Ask questions. Do not sign unless you are satisfied with the answers.

• Be sure that all blank spaces are filled in, that all of the salesperson’s verbal promises are included and that any warranty that comes with the car is spelled out.

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• If the seller has agreed to take care of any repairs as a condition of purchase, make sure these commitments are in the contract. Get the timeframe for completion of the repairs in writing and make sure you understand who to contact about the work.

Remember that repairs on a used vehicle can take longer than expected when parts need to ordered or repairs under warranty need to be approved.

• If you are required to make a deposit, ask whether it is refundable, and under what circumstances, and make sure the information is also included in the contract.

• Be sure to get a signed statement verifying the mileage at the time of sale. Most state laws require dealers of used cars to provide the buyer with this information in writing.

• Understand Canada’s requirements concerning emissions inspections, child safety, seatbelts, airbag requirements and title transfers.

• Make sure you understand what will happen if you fall behind on payments and how the seller will communicate with you about that.

Happy hunting and safe travels!

✓ TOP TIPS Ask your agent if they have a value proposition, what systems do they use to help you/people buy or sell a home.

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MORE tips for buying a used car I

t’s time to buy a car and you’ve decided to buy used (or preowned) rather than new. There are some things to do before buying any car: make sure you set a budget, research models, compare prices, choose a warranty and know how you will pay for the car.

NEW AND USED CAR DEALERS Both new and used car dealers can be excellent sources for finding a quality used vehicle.

They provide you with carefully

inspected vehicles and may include warranties. Check out your dealer’s reputation and reliability first. Ask friends for recommendations, read business profiles at bbb.org and search online for complaints or reviews of the dealer you are considering.

Dealers may also offer a “certified” used car program.

These feature vehicles that have been previously leased or traded in. Different dealerships offer different certification programs

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with different qualifications and details about inspection and other steps they take. You can learn more by contacting your local dealerships.

and tear that comes from use by a variety of drivers. On the other hand, car rental companies are diligent about upkeep for the cars in their fleet.

CAR RENTAL AGENCIES Car rental companies will often sell cars from their fleets.

They may provide the car’s maintenance and repair records and offer limited warranties.

Mileage on rental cars is often high on a per-year basis and the cars may suffer from the wear

BANK AND LOAN COMPANIES Bank and loan companies sometimes sell repossessed cars to pay off defaulted loans.

Quality varies from car to car, but because the vehicle is being sold to recover the amount due on a loan, you may get a good deal.

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VEHICLE AUCTIONS Government, private and online vehicle auctions are becoming increasingly popular.

If you are buying at auction, remember that you may need on-the-spot payment, warranties are rare, and you probably will not be able to take the car for inspection before you buy it.

PRIVATE OWNERS Private owners sell their used cars through websites, newspaper classifieds and word-of-mouth. You may find a well-maintained car selling for less money than you would pay a dealer. You may also face less pressure than you would from a dealership salesperson.

If you buy a used car from a private owner, ask for the car’s maintenance and repair records.

If the seller is the first owner, you should also ask for records of the original purchase. Check

the title to make sure the person selling the car is the legal owner.

You also need to be extra careful when dealing with a personal seller as it may be easier for an individual to be running a con. Fraudulent dealers may disguise themselves as individual sellers and offer cars that are stolen or damaged or have had their odometers rolled back to hide mileage. Remember, there are no guarantees, and no recourse in a private sale.

DO YOUR HOMEWORK Before you head out to buy your car, do your homework.

There are many online resources to check average retail prices of different makes and models of used cars depending on the year they came out and the number of kilometres they were driven. Keep these prices in mind as you shop and negotiate. Online resources and publications can also give

✓ TOP TIPS Always shred private documents, unsolicited mail or applications containing personal information.

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you information on the reliability records of various models.

Keeping this information in mind, you are ready to head off to the car lot. But there is still much more to consider before

driving away in your new car.

Check out our article on tips for debating your purchase while you’re on the lot, right here in Trust - Atlantic Canada’s Smart Consumer Guide.

✓ TOP TIPS Ask your practitioner about training, experience and licenses so that you are comfortable.

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BUDGETING ADVICE

Mind your money Make simple changes for a better financial future

C

anadians aren’t saving as much as they used to. A recent report shows a majority of Canadians said they are willing to improve their current financial status, yet very few change their spending habits. Although one in five surveyed said they regret purchases they have made that could have gone to savings, 30 per cent said they are unwilling to part with their spending habits.

Improper budgeting can lead to debt and financial insecurity in the home. If you are among the other 70 per cent who are looking to make a change in how you spend your hard earned money, BBB has tips and tools to help you get on the right track to a better financial future: Calculate your income. You can’t properly set a financial resolution unless you know what you’re working with. Calculate your monthly net income, which is after taxes, so you can set a clear budget with exactly what you are bringing home.

Tracking and categorizing your spending. Whether you prefer an app on your phone, computer software, or simply a notebook to jot down your expenses, keeping track is critical. It helps you see where you are actually spending your money, rather

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than where you think you are. Create categories based on necessities (housing, utilities, food, transportation) and luxuries (entertainment, dining out, travel).

Set up a budget. Once you have an idea where you are spending money, you can set up a realistic budget. There are free online tools to help you, so there is no need to spend a lot of money. Be cautious of scams, however, and never share personal identifying information (PII) unless you are sure of the site’s legitimacy.

Pay down debt. One method is to pay off the credit account or loan with the highest interest rate first (the “ladder method”).

Another is to pay off the smallest balance first so you feel a greater sense of accomplishment (the “snowball method”). Use whichever methods works best for you. The important thing is that you are doing it. Also, call your credit card company and ask if they will lower your interest rate. Some lenders will agree just to keep you from transferring your debt to another lender with better terms. If you shave even a few percentage points off of your rate, it can save you thousands and help pay down your balances faster.

Pay bills on time. Consider online bill-paying that eliminates writing checks, buying stamps, etc. Automatic payments can be scheduled ahead of time and can help you avoid late fees and penalties for missed payments.

Save for the big things. Big purchases, such as vacation or holidays, can easily blow your budget. Avoid going into debt for these expenditures by saving up ahead of time and only spending what you are able to save.

Save for emergencies. Emergencies – car or home repair, unexpected medical expenses, job loss – can blow your budget.

Financial experts suggest an emergency fund of three to six months’ living expenses. If that is too ambitious, start smaller and build up.

Contribute to your retirement.

Make sure you are contributing enough to your retirement savings, especially an RRSP. If you are fortunate enough to have an employer matching program, take full advantage. If you get a raise at your job, try and put that extra money aside into your retirement account. You were able to survive on that income for this long, so you won’t miss that extra cash and your retirement account will greatly benefit.

Keep track of your credit score.

Credit scores are used by lenders to make decisions about whether or not to offer you credit, and what those terms (interest or down payment) will be. Your credit score is a decision-making tool that lenders use to help them anticipate how likely you are to repay your loan on time.

By following these steps, budgeting can be simple. Set up a routine that works for you and your lifestyle to ensure you are doing everything you need to do to avoid budgeting improperly. It’s never too early to get started.

NOTE: This information is from BMO’s Psychology of Savings Report, by Financial Post, 2015.

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DATA PROTECTION If a credit card has been compromised, you will likely hear from the bank or card-issuer first. If you have questions, call the customer service number on your card.

Consider putting a credit freeze or fraud alert on your credit reports. A credit freeze will prevent anyone from accessing your credit report or scores.

This means you cannot apply for new credit without lifting the freeze. A fraud alert flags your account but does not automatically halt new credit being opened in your name.

Be wary of ads, emails and social media messages for other services. Everyone should check their credit reports annually, whether or not they have been the victim of a data breach. The Financial Consumer Agency of Canada provides information on requesting a free credit report.

Protect yourself from a data breach Safety tips apply for both businesses and consumers

A

data breach can happen to you more easily than you may think. It’s as easy as using a website that requires personal information, but it isn’t apparent that the site is not secure until it

is too late. Here are a few tips to follow if you notice a fraudulent charge on your card.

Stay calm. In a state of panic, you may cause further damage.

Check with the website of the

company that was breached for the latest information. Type the company name directly into your browser. Do NOT click on a link from an email or social media message.

HOW IDENTITY THEFT SCAMS WORK: With enough information about you, a scammer can take over your identity and commit a wide range of crimes. Scammers can make false applications for loans and credit cards, withdraw money from your bank account, or obtain services. They can also sell your information to others.

Identity theft may take a long time to detect. Scammers typically ensure that bills and statements for new accounts are not sent to your address.

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You may not notice what is happening until the scammer has already inflicted substantial damage on your assets, credit and reputation.

If you believe you are a victim of identity theft, it is very important to act quickly. In Canada, the Anti-Fraud Centre has information on identity theft.

Tips to spot this scam: Look for unexplained withdrawals, charges and accounts.

Review your bank account and credit card statements regularly.

Know when your bills are due; one tip-off for identity theft is when you stop receiving certain bills. This can happen because scammers have changed the address associated with your bank account or credit card. Debt collectors may call you about debts that aren’t yours. You can also set up automatic alerts on your accounts so you are notified every time a transaction is made.

Protect yourself against this scam: Be careful with your personal information. Treat your personal information like the valuable commodity it is. Make sure you shred any documents that have your bank account information, Social Insurance Number, or other personal information.

Be alert to phishing attempts: Scammers are sophisticated and their phishing attempts may come via email, text, social media message, even phone calls. Be suspicious of any unsolicited communication asking you for personal information.

PROTECT YOURSELF AGAINST HACKERS: • Use strong passwords • Change your passwords frequently • Use different passwords for each online account or website

•

Be careful about the types of information you share online, especially if it is information that could be used to get past security questions on your accounts

If a company you do business with has experienced a data breach, look for tips at bbb.org about what to do if your personal data, credit or debit cards are compromised.

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39

MOVING HELP

Smart move!

W

Tips for finding trustworthy, dependable moving services

hether moving across town or across the country, nearly a third of consumers choose a professional moving company to assist with their relocation. Movers are one of the top industries searched at bbb. org, and unfortunately, the industry typically generates one of the highest complaint numbers each year.

BBB offers the following tips on preparing for a move, finding a trustworthy moving company and avoiding scams: WATCH OUT FOR SIGNS OF A FLY-BY-NIGHT COMPANY Look out for company websites that have no address and no information about a mover’s registration or insurance, or testimonials that seem generic. Another warning sign is when telephone calls are answered with a generic “movers” rather than a company name, or the mover uses rented trucks.

Another tip-off is a moving company that doesn’t make an on-site inspection but offers an extraordinarily low estimate by phone.

BE WARY OF UNUSUAL REQUESTS If a mover asks for a large down payment or full payment in advance, that may be a warning sign. And if a company says it won’t return your items to you without more money than you agreed to pay, contact BBB or local law enforcement for help.

DO YOUR RESEARCH Look up Business Profiles for moving companies on bbb.org, and consider working with an Accredited Business that has pledged to uphold high standards of trust and to resolve complaints quickly. Note the length of time a company has been in business and read reviews from previous customers. Ask for proof of licenses, insurance, etc.

GET AT LEAST THREE ESTIMATES Written, in-home estimates help you make an informed decision. Show the mover everything that needs to be moved (don’t forget sheds and garages). Be wary of unusually high or low estimates. If someone says they can give you an estimate over the phone or by email, be aware that the estimate may not reflect the final invoice amount.

GET ALL AGREEMENTS IN WRITING Read everything carefully and make sure you have it all in writing. Get copies of everything you sign, especially the most important document, the bill of lading, which is the receipt for your goods and the contract for their transportation. Never sign any blank forms.

PROTECT YOUR POSSESSIONS Make sure you fully understand the insurance that your mover provides for any lost or damaged possessions. Note that insurance is by the pound, so expensive items such as a flat-panel television may need additional replacement cost coverage in case they are damaged in transit.

TAKE YOUR VALUABLES WITH YOU Cash, coins, jewelry, photographs and important papers should be taken with you or shipped separately using a shipping service with tracking numbers and insurance.

For more information on industry regulations and practices, check out Industry Canada’s Office of Consumer Information at www.consumerinformation.ca, or the Canadian Association of Movers at www.mover.net.

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HOME RENOVATING

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BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Research is key Tips for sourcing the best home building and renovation services

W

hether you are building a home, doing repairs, adding on to your home or renovating a room, you may decide you need help with that project you are tackling.

BUILDING TIPS When you are building a new home, finding the right builder is crucial. Ask friends and family for suggestions and contact industry associations for a list of members.

Across Atlantic Canada, refer to the Canadian Home Builders’ Association office in your province. Of course, bbb.org is also a great source of information about local builders you may be considering.

Be sure you can reach the

builder by phone, email, or in person and that they respond in a timely manner. Ask how the builder will deal with changes or problems that come up.

Talk to friends or family members who have had building work that you like. Try to find pictures of what you like to show what you want. If you are leaving any decisions up to the builder, make sure you put budget and material requirements in the contract. Be clear about who is responsible for ordering materials and when they need to do it. Remember that delivery times may affect your schedule. Decide what time workers may be in your home and where they should store any materials and equipment when

they are not there.

If your project requires plans from an architect, make sure you are involved in discussions with them and that you approve any plans before work begins.

RENOVATION TIPS If you are looking to remodel an existing house, you will need to enlist a contractor.

Research is very important when finding your contractor.

Find reviews and ratings on many contracting companies at bbb.org, including BBB Accredited Businesses who embody trust and integrity with their clients. Be wary of high-pressure sales tactics, upfront fees and fly-by-night

businesses.

These are tips to think about when you set out to hire a contractor and will serve you well when hiring anybody to work in your home: Research their track record. You can search for a contractor’s Business Profile at bbb.org to see if they are an Accredited Business, get free information on their history of complaints and read verified Customer Reviews. Also ask for local references and speak with those customers about their experience with the vendor and the quality of work. If possible, inspect the contractor’s work yourself. Ask if the contractor is a member of a professional

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association that has standards or a code of ethics.

Ask for multiple quotes.

You should always shop around and get at least three quotes from different businesses. Make sure all bids consider the same set of criteria. Remember that the lowest bid may not necessarily be the best bid; if one bid is significantly lower than the others are, the contractor may be cutting

corners or may not understand your work requirements.

Get it in writing. Always get estimates in writing and never let any work begin without a written and signed contract. Do not be pressured into signing an agreement before you are ready and make sure you read and understand everything before signing. The contract should include contact information, start

and complete dates, a detailed description of the exact work to be done, any material costs, payment arrangements and warranty information. Specify who is to obtain necessary building permits and who is responsible for cleanup.

Make sure all verbal promises are included in the contract. Ask how much work will be subcontracted and ask for information on the subcontractors. Ask questions if

you do not understand any part of the contract. Never sign an incomplete or partially blank contract.

Verify license and insurance. Always be sure that the company you decide to work with has the necessary licenses and insurance to work in your region. In Canada, requirements differ from province to province, so make sure to search for information specific to yours. Your

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local BBB can help. Once you have your contractor’s insurance information, call the carrier to confirm appropriate coverage for workers compensation, property damage and personal liability in case of accidents.

Confirm building permits.

Your contractor must have the correct permits before starting your project. They will usually obtain the permits, but you will probably

pay for them. That should be detailed in your contract.

Inquire about a lien waiver.

In some Canadian provinces, there is a mandatory Builders Lien holdback, so ensure you understand any financial obligations you may be liable for.

Think about future service issues. Make sure you are aware of your warranty coverage and how to deal with service issues.

Arrange a payment schedule. Never pay in full up front. Stagger your payments so your final payment is not due until the work is complete and you have fully inspected it. Do not pay cash; make sure your cheque is written to a company, not an individual, or that you use a credit card.

Get a receipt. Request a receipt marked “Paid in Full”

when the job is completed and your final payment made.

Keep your contract. Hold on to your contract for future reference or if any questions arise after the work is complete.

Research is key when you’re building or renovating. Take the time to decide on your needs and who will meet them. Don’t be afraid to ask questions. Best of luck with your future projects!

Plumbing & Electrical Contracting

Residential & Commercial ✓ Drain & Sewer Cleaning ✓ Pipe Thawing ✓ Video Inspection ✓ Toilet and Tap Repairs

Over 28 25 Years in Business

I HAVE A PLUMBING PROBLEM! DON’T PANIC. CALL CEILY! She will help We Pride Ourselves on Efficiency & Affordability and Making Plumbing Pleasant.

Answering all plumbing needs in our community, we offer a variety of installation & maintenance services:

✓ Renovations & Additions

• Well Pumps

✓ Repairs & Upgrades

• Drain Vision Video Inspections

✓ Electric HWH

• Drain Cleaning

✓ Rewiring - Knob & Tube

• Pipe Thawing

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24 HOUR

EMERGENCY SERVICE

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• Renovations & Repairs • Hot Water Heating • Water Heaters • RADON Mitigation Certified

CALL CEILY @ 902-832-4357

www.accentplumbing.ca

accent.ceily@eastlink.ca bbb.org/atlantic •

45

GREEN WASHING

Keep it green Ways to ensure you’re living an eco-friendly life

C

onsidering “going green” and buying environmentally safe products? We think it’s important, too! But as an organization which was founded to champion truth in advertising, we encourage you to make sure your investment is having the environmental impact you want. Watch out for green marketing claims that sound great but may be misleading.

In Canada, greenwashing, the practice of making false or misleading environmental ads or claims, is illegal. The Competition Act takes aim at environmental claims that are vague, non-specific, incomplete, or irrelevant and that cannot be supported through verifiable test methods (The Competition Bureau, 2017).

So, how do you differentiate real “green” products from those just claiming to be ecofriendly? BBB advises consumers seeking green products to watch out for the following red flags: Products advertised as “Free Of.” Companies that use claims such as, “free of,” “non-toxic” or “ozone-friendly” may be a concern. Products that are “free of”

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a chemical or ingredient should be able to prove that the product doesn’t have any more than a harmless trace amount of it — and that the product is free of any other ingredient that poses the same kind of risk.

If a product states that it is “non-toxic,” the product should have proof that it’s safe for both humans and the environment, or should specifically state which one the claim applies to.

Products that claim to use less waste. A company stating their product produces less waste should have an example, statistic or comparison to back up their claim. The label should use language like “package is made from 85 per cent postconsumer recycled material.”

Biodegradable or compostable material. Lots of products claim to be “degradable” or “biodegradable,” which means they break down into elements found in nature when exposed to light, air and moisture. Others claim to be compostable, which means they should break down in a home compost pile. If a product says it’s degradable or compostable, the company

should have proof that it will break down completely.

Made with renewable materials, renewable energy or carbon offsets.

Manufacturers should be able to tell you what percentage of the product or packaging was made using renewable materials or renewable energy.

Official-looking seals and certifications. Some products may contain official-looking seals and certifications with words like “Earth Smart.” But what does that mean? Look for information on packaging that indicates connections the company has to the organization behind the seal. Consider doing some research of the seal and organization online.

Environmentally safer products tend to be more expensive than other competing brands. If you prefer to use natural products, keep these tips in mind. If you are unsure, contact the company or the Competition Bureau for advice or further information so you aren’t wasting money on products that aren’t protecting the environment in the way you hope.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Frank Magee

Welding Repairs Truck & Trailer Repairs

Owner / Operator PO Box 673, Saint John, N.B. E2L 4A5 506-654-8660 | 506-654-0860 www.franksmobilerepair.ca | fmrtruck2@gmail.com

✓ TOP TIPS Employees of your homecare agency should be bonded, insured and covered by the Worker’s Compensation Board (WCB).

✓ TOP TIPS Beware of moving companies that will not perform a pre-move survey.

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902-897-7433 wlstewartmoving.ca

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BOAT BROKERS • MARINE SALES & SERVICE We’ve been in the Fishing Business for over 25 years & we know our boats!

A satisfied customer is our #1 Priority!

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bbb.org/atlantic •

47

ONLINE SAFETY

Ensure kids’ safety online Communication is key to encouraging Internet safety

F

rom “tweens” getting their first smartphone, to preschoolers playing games on mom’s tablet, to students researching a science fair project, more and more kids are getting online every day. Nearly half of children in Grades 1-4 have regular access to a cellphone, and the majority of middle and high school students have their own phones.

Parents are concerned about what their children may be seeing online, but they should also be concerned about what they are sharing online. Better Business Bureau and its national Children’s Advertising Review Unit (CARU) have these tips for parents: Talk to your kids. If you’re not already talking to your children about what they read and watch – or where they play and how they interact online – now is the time to start. Check out BBB Children’s Online Safety and CARU’s “A Parent’s Guide to Children and Advertising.”

Spend some time with your children online. What sites do they visit? What activities do they take part in? Are these sites appropriate for your child’s level of development? Do bloggers disclose if they get paid for talking about products? Although it is now illegal for bloggers to not disclose if they have been paid to speak about a product, this is not always the case.

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Explain about online advertising.

Just like the overall online experience, online advertising is interactive. Help your children understand that banner ads, pop ups and the like are designed to get you to click. To avoid phishing and scammers, make a family rule about when they are allowed to click and when not.

Have a rule about sharing. Tell your children to ask you before they share personal information or photos online. Once that information is on the web, you may not be able to control who sees it and how they use it. Your children should always tell you the types of information they are asked to share or want to share online.

Use parental controls. Computers, internet browsers, tablets and mobile phones have parental controls that you can use to place limits on where your children go online, the types of advertising they may encounter, even the hours they can access the device. Get to know what controls are available to you as a parent and learn how to use them. Start with your mobile carrier; most have extensive online resources for parents.

Understand apps. Apps might collect and share personal information about your child. They may include ads that aren’t labeled as such. Even free apps may include paid features, and children may not understand that some apps or game features cost money, since they were labelled as free to download.

Read privacy policies. Apps, games, social media sites and other services all should have a privacy policy and terms of use statement readily available. In many cases, you can restrict an app’s access to additional information on your phone or other device. For instance, you may want to allow a social media site access to photos stored on your phone so that you can easily post them to share with your friends, but you may want to restrict the site’s access to other data on your phone.

NOTE: This information is from CARU’s “A Parent’s Guide to Children and Advertising.” Special thanks to the Toy Industry Association, a BBB National Partner, for their support of this report.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Serving All Metro Area

Bernie Coughlan

209-5942

Asphalt Shingles Fiberglass Shingles Re-Roofing

Modified Repairs Skylights

25 YEAR TO LIFETIME SHINGLES

Daniel Smith’s Construction Ltd. General Contractor for 35 Years New Homes & Renovations

DCT PAVING AND CONCRETE LIMITED Paving the way... with a concrete reputation for over 20 years Whether you’re preparing for a new driveway or repaving the old one, give Dave Trudel a call at 499-7017

Daniel Smith Sr 902-456-5425 Daniel Smith Jr 902-497-6136

Office 902-826-2885 Fax 902-826-7885 dscl@eastlink.ca

50 Whynachts Point Road, Tantallon, NS B3Z 2K9

We’d Like to “Earn” Your Business!

Try Us Next!

Specializing in:

CUSTOM HOMES & RENOVATIONS

309 Sackville Dr., Lr. Sackville, NS B4C 2R7

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865-5855 Quality New Home Construction • Renovations • Remodeling • Additions Your Home & Renovation Company Since 1994 PH: 902.483.8263 Fax: 902.866.2202 www.builtbybill.ca info@builtbybill.ca

Honesty, Integrity, Guaranteed Workmanship, Free Estimates DCT is Registered with Workers Compensation Board of Nova Scotia & fully insured (NSCSA) • • • • • •

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Please visit http://www.dctpaving.com/ for more information DCT Paving Phone: (902) 499-7017 Fax: (902) 435-8891 Email: dctent@hotmail.com

TIP

Never give a deposit to a stranger, as “deals” are often a result of poor quality/ workmanship.

www.BuiltByBill.ca bbb.org/atlantic •

49

The art of constructive complaining Keep your argument productive and kind

I

n a perfect world, we could always trust the companies we purchase from to provide the exact service or product we’re looking for. But we don’t always get what we want or need, at first. No business is perfect, but you can learn a lot about a company by how they respond when things go wrong.

In the always-on world of social media, many people go online first to complain about their experience. And it’s true that many companies, particularly large ones, monitor their social media platforms and respond very quickly to those complaints. But is that always the best way to get what you want?

If you’re an unhappy customer, here are a few tips that may help you and the company you bought from walk away with a smile.

• Remember that it was probably unintentional. Very few people get into business with the specific intent of providing bad service or products. In most cases, the company would really like to have the opportunity to make things right.

• Understand your rights and responsibilities. If you purchased a product ‘as is’ or without any warranty, if you weren’t clear with a service provider about your expectations, or if you caused or contributed to any damage, your rights as a customer may be affected. This doesn’t mean that you can’t still ask for the business to do something.

Many companies will still try to make things right, but it may change the outcome.

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• Gather the evidence. If you have paperwork – outlining the job that was supposed to have been done, for example, or details of a product guarantee – pull it all together when you’re ready to make your case. This is a good time to re-read any contract or warranty to understand clearly what was promised to you. A picture can be worth a thousand words; if photographs would help you tell your story, take a few.

• Decide what you want. If you just want to tell other people about your experience, then perhaps posting a customer review (or sharing your story on social media) is the way to go. If you want the company to make it right, however, be clear about what would accomplish that. It may be a refund, an exchange for a different product, or for the job to be fixed; your best chance of getting what you want is to ask for it.

• Be calm and reasonable when you contact the company. Name-calling, and yelling may make you feel better in the

moment, but that probably won’t help you get what you want.

• Communicate clearly and courteously. State three things: what you purchased and what you expected, what you got and why it didn’t meet those expectations, and the resolution that you would like. If the person you’re speaking with is in customer service, treat them as an ally who can help you, rather than the ‘enemy’.

When a company does step up to right a wrong, thank them! Most people think of posting customer reviews to complain, but it’s just as important to speak up when a company does something good.

If after your best efforts, the company still isn’t willing to make a good faith effort to resolve the problem, BBB is here to help.

Our dispute resolution services are provided free of charge, and sometimes having a neutral third party can help both you and the company find common ground.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

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Johnson Insurance is a tradename of Johnson Inc. (“Johnson” or “JI”), a licensed insurance intermediary. Home and auto policies underwritten by Unifund Assurance Company (“UAC”).

Described coverage and benets applicable only to policies underwritten by UAC in NL/NS/NB/PEI. JI and UAC share common ownership. Eligibility requirements, limitations, exclusions, additional costs and/or restrictions on percent savings apply, and/or vary by province/territory. *Full 30% savings amount available on auto insurance if the following discounts are applicable: NL/NS/PEI: long term, multi-line, conviction free, select and member discounts NB: Long term, Multi Line, multi-vehicle, Conviction Free and Member discounts. Percentage savings may vary otherwise. MEDOC® is a Registered Trademark of JI. This insurance product is underwritten by Royal & Sun Alliance Insurance Company of Canada (“RSA”). JI and RSA share common ownership. Vehicle may vary from illustration. BMW Canada Inc. including its parent company, subsidiaries, divisions and other operating entities, has neither authorized, sponsored, nor endorsed this Contest. BMW, BMW model designations and all other BMW related marks and images are the exclusive property and/or trademarks of BMW AG. †NO PURCHASE NECESSARY. Open January 1, 2018 – December 31, 2018 to legal residents of Canada (excluding NU) who have reached the age of majority in their jurisdiction of residence and are a member of a recognized group with whom JI has an insurance agreement. One (1) grand prize available: 2018 BMW 230 xi xDrive Coupe vehicle (approx. retail value $50,650). Odds of winning depend on the number of eligible entries received. Math skill test required. Rules: www1.johnson.ca/bmw2018 0129_0318

bbb.org/atlantic •

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