Torch Magazine Winter 2026

VOLUME 1, ISSUE 2

BUILT TO LAST PAUL SHOOPMAN REFLECTS ON FIVE DECADES OF HOMEBUILDING EXCELLENCE

WINTER 2026

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Learn more: bit.ly/bbb-fha BBB Torch Magazine | Winter 2026 | 3

FROM OUR CEO

BBB SERVING CENTRAL INDIANA 2601 Fortune Cir Dr E #103A Indianapolis, IN 46241 BBB.ORG Phone (317) 488-2222 EDITORIAL TEAM CATHY ARMOUR President & CEO

A NEW YEAR, A NEW STANDARD Every January gives us a clean slate — but this year feels different.

We’re entering 2026 with sharper insights, stronger tools and a renewed commitment to helping you build trust in an increasingly complex marketplace.

We also welcome a new, trusted leader, Rebekah Dopp, the new CEO of the International Association of Better Business Bureaus (IABBB).

One of the most consistent lessons we see — across more than 10,000 customer reviews we examined — is that consumers are remarkably clear about what earns their confidence. They reward businesses that communicate well, set accurate expectations, respond quickly, treat people with empathy and resolve issues fairly. Those same themes show up in the complaint-handling process: excellent businesses don’t just answer complaints — they use them to demonstrate professionalism, care and accountability. A well-handled complaint often becomes a turning point that deepens loyalty.

These trust signals are now shaping the digital landscape as well. In September, Google released its “Perspective” algorithm update, one of the most demanding shifts in years. It rewards exactly what consumers reward: clarity, completeness, authority, and a clean, trustworthy experience.

In that tougher environment, BBB.org surged instead of slipping. Our average

search position jumped from 16 to 9, and October traffic hit 15.9M visits, up 11% while many directory-style sites declined.

JENNIFER ADAMANY Director of Communication

This wasn’t luck. It was the direct result of stronger content, improved profile structures, cleaner page experience, and a fully user-first design. And it means your BBB Business Profile is now more visible—and more influential—than it has ever been.

CONTRIBUTORS MICKI POISSON Director of Revenue

That makes one thing more important than ever: keeping your BBB Business Profile complete and up-to-date. Google is rewarding what users reward, and your profile is one of the places where that clarity and completeness matters most.

Updated hours, accurate descriptions, photos, services, responsiveness metrics and transparent policies all strengthen your digital footprint and help customers choose you with confidence.

Our public storefront is evolving to reflect who we are: an organization that uplifts communities, strengthens the marketplace, and showcases trustworthy businesses like yours.

Thank you for starting 2026 with purpose, momentum and a commitment to leading with trust.

CATHY ARMOUR BBB President & CEO Better Business Bureau® of Central Indiana

BBB STANDARDS FOR TRUST: BUILD TRUST

BE TRANSPARENT

SAFEGUARD PRIVACY

ADVERTISE HONESTLY

HONOR PROMISES

EMBODY INTEGRITY

TELL THE TRUTH

BE RESPONSIVE

/BBBCENTRALIN

/BBBCENTRALIN

Torch Magazine is a quarterly publication for BBB Accredited Businesses in Central Indiana and the communities they serve.

4 | Winter 2026 | BBB Torch Magazine

NICOLE AMSLER Communication Specialist

WENDY DYCH Sr. Accreditation Account Manager TOWNE POST NETWORK, INC. FOUNDER, CEO TOM BRITT tom@townepost.com (317) 496-3599 PRESIDENT JEANNE BRITT jeanne@townepost.com (317) 810-0011 CHIEF OPERATING OFFICER ERIN TURK CREATIVE DIRECTORS VAL AUSTIN TONI EADS EDITOR JOSH BROWN TOWNE POST NETWORK, INC. 8800 North Street, Suite 117 Fishers, IN 46038 Phone/Text: (317) 810-0011 PUBLISHER TOM BRITT tom@townepost.com (317) 496-3599 BRAND VISIBILITY STRATEGIST HAIDE VITALI (317) 707-4258 HVitali@indybbb.org

KEY CONTRIBUTORS ANTHONY ACQUISTO TOM BRITT STEPHANIE DUNCAN MATT NETTLETON AMY PAYNE NATALIE PLATT ROGER UNDERWOOD

CONTACT THE PUBLISHER HAVE A STORY IDEA OR QUESTION? Juliatorchmagazine@indybbb.org Reynolds in the East Room of the Email White House designed as a snow globe

CONTENTS | WINTER 2026

4

FROM OUR CEO

6

TWO SALES SUPERPOWERS FOR 2026

8

DRIVEN TO SUCCEED

Unlimited Motors Builds Success Through Integrity & Community

10

MOMENTUM HAPPENS TOGETHER: INDIANA’S TEAM SPIRIT IN ACTION

How Teamwork in Sports Mirrors the Collective Strength of BBB® Accredited Businesses

12

LEADERSHIP JOHNSON COUNTY MAKING COMMUNITY IMPACT THROUGH COMMUNICATION

14

24

Paul Shoopman Reflects on Five Decades of Homebuilding Excellence

How Businesses Build Loyalty When It Matters Most

BUILT TO LAST

17

FIVE DIMENSIONS THAT MATTER FOR THE CUSTOMER EXPERIENCE

19

SPECIAL THANKS TO OUR 2026 SPONSORS

20

SMART IT BUDGETING STRATEGIES FOR SMALL BUSINESSES

AI & THE FUTURE OF LOCAL SEARCH

25

TRUST IN THE AGE OF AI How Google’s 2026 Search Evolution Is Reshaping Online Credibility for Businesses

26

BBB MILESTONE ACCREDITATIONS

September-November 2025

27

UPCOMING EVENTS

22

29

White Oak Construction

Recognizing businesses that recently earned BBB Accreditation and embrace BBB’s Standards for Trust

BEHIND THE BUSINESS

23

NEWLY BBB ACCREDITED

CELEBRATING 25 YEARS OF DEDICATION A Spotlight on Wendy Dych

BBB Torch Magazine | Winter 2026 | 5

TWO SALES SUPERPOWERS FOR 2026 Writer / Matt Nettleton

Somewhere between the dawn of Sales Automation and the rise of AI chatbots, salespeople forgot how to do the two things that built every great business relationship in history: picking up the phone and meeting someone face-to-face. It’s not that technology made those skills obsolete. It just made it easier to hide behind technology and call it “prospecting.”

Picking up the phone might feel old-fashioned, but it’s still the fastest, most efficient sales weapon available. A single call can do what 47 emails and a LinkedIn message can’t: Spark a real conversation. You can hear interest, hesitation, humor, and sometimes, the dog barking in the background. Those human moments create connection. More importantly, they separate real salespeople from digital ordertakers.

The phone doesn’t lie: every pause, objection, or laugh is a clue. The brave ones who still dial are the ones who actually learn their craft.

6 | Winter 2026 | BBB Torch Magazine

Then there’s the lost art of meeting in person. Remember that? The handshake, the coffee, the small talk that reveals big insight? When a salesperson shows up, it changes the entire dynamic. It signals commitment and confidence — it says, “You matter enough for me to leave my Wi-Fi.” Deals move faster because trust builds faster.

People make decisions with people they like, and it’s much harder to say no to someone who just bought you a latte.

Strategically, these two habits deliver what software can’t: human advantage. Algorithms don’t sense hesitation. Email templates don’t pick up tone. AI doesn’t notice that the CEO’s office decor screams “loves golf and fast cars.”

Only human connection earns that level of awareness—and that’s what wins complex deals.

Yes, technology is valuable. CRM systems, automation, and enriched data, with intent added, all make sales more efficient. But efficiency without connection is just polite

spam. The truly elite sellers use tech for leverage, not replacement.

They arm themselves with data, but they win with voice, presence, and courage.

So before sending that next “just checking in” email, try something radical: pick up the phone. Better yet, grab your keys and meet your prospect. The oldest tricks in sales are still the best — mainly because no one else is brave enough to use them anymore.

Is your sales team getting busy or getting better? Ready to figure out if this is as good as it gets? Contact Matt Nettleton, Sandler DTB at matt.nettleton@sandler.com or 317-678-8800

11959 Lakeside Dr. Fishers, IN 46038 (317) 577-1911 fishersdentalcare.com Kevin D. Ward, DDS

Molly E. Dwenger, DDS BBB Torch Magazine | Winter 2026 | 7

BUSINESS SPOTLIGHT

DRIVEN TO SUCCEED UNLIMITED MOTORS BUILDS SUCCESS THROUGH INTEGRITY & COMMUNITY

Writer / Natalie Platt Photographer / Stephanie Duncan

U

nlimited Motors has become a familiar name in central Indiana, with dealerships in Westfield, Fishers, Noblesville and Elwood. Known for its clean inventory and loyal base of repeat customers, the business has grown steadily since 2006 under the leadership of Adel and Angela Elhaj. What began with six cars on a small lot has developed into a multilocation operation, capped this year by the opening of a 50,000-square-foot flagship in Westfield.

The story of Unlimited Motors is also the story of the couple behind it. Before Angela was co-owning one of the area’s most recognized independent dealerships, she was learning the ropes in her first job in the industry. In 1996, she was answering phones, setting appointments and filling in wherever she was needed. Within a few years, she could handle nearly every part of the dealership, from helping customers and closing sales to arranging financing and marketing. To Angela (Angi, to most), that early experience shaped how she thought about the industry. It wasn’t just about moving cars off a lot — it was about making sure people felt respected when they walked in the door.

Adel Alhaj’s path looked different. He

8 | Winter 2026 | BBB Torch Magazine

grew up in Lebanon, then moved to Texas, where his brothers were in the restaurant business. By 2005, he had made his way to Indiana, where friends connected him to a job in a body shop. That same year, Angela brought her car in for repair. The two met, hit it off and dated for 53 days before getting married.

“I was always on the sales side and he was always on the repair side,” Angela says. “We started buying cars, fixing them and selling them on the side. Eventually we had too many cars to keep up with, so we opened our own dealership.”

In 2006, Unlimited Motors opened with six cars. Adel was handling the buying, detailing and photos while Angela managed sales, financing and titles. They were raising their first child at the same time, juggling late nights and long days, with little help beyond each other. What they lacked in scale they made up for in determination.

They also made a decision early on that shaped the company’s future: they would not take on debt.

“No bank loans, no family money, no partners,” Angela says. “If we sold a car, we put the money right back into the business.

We were so against debt. We just reinvested and kept building.”

Nearly 20 years later, Unlimited Motors has grown to four locations in Westfield, Fishers, Noblesville and Elwood. Their newest and largest, the Westfield dealership, opened this year. At 50,000 square feet on nine acres, it has room for both sales and service—a reflection of how far they’ve come from that first tiny lot.

Even with the growth, the core of the business hasn’t shifted. The Elhajs set a high bar for the quality of cars they sell, but more than that, they’ve built a culture around treating every customer the same.

“It doesn’t matter if someone’s spending $5,000 or $200,000,” Angela says. “They should feel comfortable, not pressured.”

Over the years, they’ve watched families come back again and again, moving from starter cars to luxury vehicles and often bringing their kids when it’s time for that first car.

“Seeing that kind of trust develop over time is special,” Angela says.

Part of what makes customers return is the

way the Elhajs handle the process. Buying a car can be intimidating, especially for people who have had financial challenges.

“We don’t want anyone to feel intimidated here or uneasy — we’re always going to be open and honest,” Angela says. “If we can do something, we’ll do it. If we can’t, we’ll say so. It’s that simple.”

The same openness extends to their staff.

Employees know they can reach Adel or Angela directly, even late at night. That level of access is rare, but the Elhajs see it as essential.

“We’re not the type of owners who don’t want people to have our numbers,” Angela says. “If something comes up, we want to be available.”

That approach has helped them retain employees and give them room to grow.

One worker who started as a lot attendant making $12 an hour now ranks among their top salespeople.

“We’d rather promote from within,” Angela says. “If you show up, learn and put in the effort, we’ll make sure you have the opportunity.”

Community involvement has also been part of the business from the start. Unlimited Motors has sponsored local causes and events, from neighborhood gatherings to Riverview Health’s colon cancer awareness fundraiser.

“We get a lot of requests, and we try to say yes when we can,” Angela says.

This year, they’ve taken that visibility a step further by becoming the official preferred dealership of the Indiana Pacers. The multiyear partnership includes signage inside Gainbridge Fieldhouse, promotions on replay screens and appearances from Pacers players at dealership events. For Angela, the collaboration is about more than exposure.

“It’s a branding partnership, but it’s also fun,” she says. “People get excited when they see the players at events. And yes, the Pacers do buy their cars from us.”

For Adel and Angela, it’s not just about showing off the new building — it’s about marking a moment in the journey they started nearly 20 years ago.

“This building lets us create more opportunities for our team and serve more customers,” Angela says. “It’s a big step for us.”

From the red Pontiac Sunfire that was their first sale to today’s lot of nearly 800 cars, Adel and Angela didn’t take shortcuts and are proud of the culture and company they’ve built. They see it as a family operation that has grown one step at a time — by showing up, working long hours and treating people fairly.

For more information on Unlimited Motors, visit iumotors.com or call 317-377-1111.

CONNECT iumotors.com 317-377-1111

BBB Torch Magazine | Winter 2026 | 9

MOMENTUM HAPPENS TOGETHER: INDIANA’S TEAM SPIRIT IN ACTION HOW TEAMWORK IN SPORTS MIRRORS THE COLLECTIVE STRENGTH OF BBB® ACCREDITED BUSINESSES Indiana fans know momentum when they see it — and this year, our sports teams showed how powerful a shared set of values can be. Across leagues and levels, they demonstrated the same principles that fuel any high-performing organization: trust in one another, commitment to excellence and the discipline to keep improving together.

The 2024–25 Indiana Pacers embodied that mindset, advancing to the Eastern Conference Finals with a style of play defined by cohesion and belief in the system. The 2025 Indiana Fever strengthened their visibility and connection to the community by leaning into teamwork and consistent growth. The Indianapolis Colts opened their 2025–26 season with a winning record and a roster committed to building something stronger week after week. And at the Indianapolis Motor Speedway — celebrating 65 years as a BBB Accredited Business — another 10 | Winter 2026 | BBB Torch Magazine

iconic Month of May showcased what preparation, precision and legacy look like when an entire community is united around excellence.

These teams — all BBB Accredited Businesses — illustrate a core truth: meaningful wins are built when talented organizations unite around shared values.

seen in sports: when each contributor plays to their strengths, the entire team becomes stronger. Many businesses are focused on running day-to-day operations, and these relationships help fill gaps in strategy, outreach and digital reach.

Second, BBB expanded its sponsorship opportunities with the Social Proof Ad campaign — a new visibility initiative created to unite a group of BBB Accredited BBB Serving Central Indiana (BBB), that same team-driven commitment to collective Businesses to collectively represent the BBB Seal. The creative foundation and strength shaped two of its biggest wins for strategy are already in place; the next step 2025. is assembling the businesses who will First, BBB began working alongside a group bring this campaign to life in 2026 and of organizations — in alphabetical order: demonstrate trust in action.

REACH and ValPak, ST Digital Solutions, Towne Post Network and WRTV — to In sports, associations and the workplace help BBB Accredited Businesses strengthen alike, momentum is rarely created alone. their brand presence through cost-effective When organizations move together, and impactful marketing solutions. These everyone moves forward. collaborations reflect the same dynamic

YOUR ROSTER OF MARKETING SUPPORT A TEAM OF ORGANIZATIONS ALIGNED TO HELP YOU REACH THE AUDIENCES THAT MATTER

WRTV – TRUSTED ADVICESM

BE THE FACE OF TRUST IN YOUR INDUSTRY A professionally produced, two-minute educational segment positions you as a local expert, supported by WRTV broadcast airings, digital promotion and placement across BBB and WRTV platforms.

ABOUT WRTV Founded in 1949, WRTV is Indiana’s first television station.

The Scripps News Group is a dynamic team of journalists, all working together to bring viewers on-the-ground reporting that puts facts and people first.

ST DIGITAL SOLUTIONS

CUSTOMIZED DIGITAL CAMPAIGNS BUILT AROUND FOR YOUR GOALS ST Digital develops individualized strategies using advanced targeting, social mirroring and AI-informed insights — with no pre-set packages.

ABOUT ST DIGITAL SOLUTIONS ST Digital Solutions is a marketing agency focused on helping businesses leverage digital tools for growth through custom digital strategy campaigns designed specifically for them.

TOWNE POST NETWORK

COMMUNITY-FOCUSED ADVERTISING THAT REACHES YOUR AUDIENCE From display ads and streaming TV to full web builds and directory listings, Towne Post provides flexible, data-informed digital tools that help your business stay visible.

ABOUT THE TOWNE POST NETWORK, INC. Towne Post Network’s magazines connect businesses and residents, and its digital division supports organizations of all sizes with creative strategy, data-driven execution and modern technology.

REACH AND VALPAK

CONNECT WITH CONSUMERS RIGHT AT HOME Blue Envelopes, postcard campaigns and coupon magazines deliver your message directly to targeted neighborhoods, increasing local engagement and response.

ABOUT REACH AND VALPAK REACH and Valpak is the nation’s premier direct mailer, trusted by tens of thousands of local and national businesses to drive sales and brand awareness through easy-to-measure, results-oriented advertising solutions that work.

BBB Torch Magazine | Winter 2026 | 11

BUSINESS SPOTLIGHT

LEADERSHIP JOHNSON COUNTY MAKING COMMUNITY IMPACT THROUGH COMMUNICATION Writer / Anthony Acquisto

In an age where time and productivity are the most valuable assets of a company, effective workplace communication and cooperation have never been more important. Leadership Johnson County (LJC), a community leadership training program, has been developing and promoting professional and personal leadership throughout central Indiana since 1994. Over the last three decades, LJC has offered company workshops to businesses looking to create and maintain efficient and communicative working environments, an emphasis that has seemingly become essential in offices across the world.

LJC is rolling out new programming and enhancing its services to further its mission in the community.

As an alternative to neutral site workshops or those taking place at LJC headquarters 12 | Winter 2026 | BBB Torch Magazine

in New Whiteland, the Leadership to Your Door program offers on-site development workshops for companies looking to participate from the comfort of their home offices.

“People would come to our half-day workshops and they would say, ‘Oh man, this is really great, can you do that for us?’” says Bea Northcott, Leadership to Your Door coordinator at LJC. “So that’s what we do now, we bring our leadership programs to businesses.”

Programming is personalized for each client company, with workshops covering a wide range of topics, focusing on personal and professional growth, communication and collaboration, leadership essentials, emotional intelligence and conflict resolution. It is with this vast array of expertise that LJC is able to offer

unmatched services to local businesses looking to build a strong company culture.

“We work with the company to figure out what their goals are for their team,” Northcott says. “What are they trying to accomplish? What’s the best topic or topics for them? We can do a single workshop or we can do an entire series of workshops focusing on a different topic at each meeting. Just whatever the company needs.”

As companies further emphasize age diversity within the workplace, intergenerational communication has become a necessary point of interest for businesses aspiring for sustained productivity. LJC has identified the importance of instilling communication skills within the next generation of professionals, and offers modified and abbreviated leadership programming at

high schools throughout the state.

“Leaders at the time who were interviewed said, ‘we have great leaders now, but we want to make sure we have great leaders in the future,’” Northcott adds. “It’s based upon our adult program, so the students learn about the community that they live in, learn how to be good citizens, and learn about leadership skills and their own leadership ability.”

Last summer, LJC expanded this youth initiative to include middle schoolers with their Bold Academy, a one-week summer camp that will pick back up with two camps next June. Bold Academy is a partnership with Endress+Hauser, an industrial equipment supplier in Greenwood, with the camp combining leadership, citizenship and the STEM fields. Collaboration and communication are emphasized at all levels of LJC programming, and expansion to generations of future professionals is a natural next step for the company.

“It’s important for you to know how you communicate,” Northcott says. “It’s also important for you to know how others communicate, so that you’re talking on the same level.”

Businesses interested in LJC’s services can

contact Bea Northcott at 317-441-5295 and at bnorthcott@leadershipjohnsoncounty. org or can come to a half-day workshop at LJC’s offices in New Whiteland.

Applications for LJC’s nine-month Signature Program are due March 4, 2026, and are available on the company’s website.

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BBB Torch Magazine | Winter 2026 | 13

BUILT TO LAST PAUL SHOOPMAN REFLECTS ON FIVE DECADES OF HOMEBUILDING EXCELLENCE Writer / Anthony Acquisto Photographer / Amy Payne

Shoopman’s personal estate built back in 1990 was featured in the Wall Street Journal in March, 2022.

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This 7,910 sq. ft. home in the gated portion of the Waterfront of West Clay in Carmel was just listed at $4,475,000.

A

t the corner of 116th Street and Michigan Road in Carmel, Indiana, lies Waterfront of West Clay, an upper-middle-class neighborhood characterized by lush greenery and familyfriendly seclusion. The area has become a treasure of central Indiana real estate and a testament to the exponential growth and development of the Indianapolis suburbs.

Waterfront of West Clay dazzles with its elegant landscaping, tasteful design, and its crown jewel, a 30-acre lake that offers pristine views to a select few homebuyers willing to peel off a couple more bills.

The neighborhood is the brainchild of Paul Shoopman, president of Shoopman Homes and himself the oldest resident of the Waterfront of West Clay community.

Shoopman purchased the property — then 160 acres of cornfields — in 1990 and immediately began construction on his family home. A lifelong bass fisherman, one of his first orders of business was the installation and stocking of a lake right in his backyard. To add privacy and further beauty, he orchestrated the planting of approximately 12,000 trees on the property.

With the inclusion of countless amenities, from both indoor and outdoor pools to a home theater and five-car garage, Shoopman imagined and brought to life a 30,000-square-foot space that would provide ample entertainment and attraction for his large family, in an additional effort to remain a watchful and protective father.

“With six kids, our goal was to have a larger home where our kids were more likely to stay because it has swimming pools and a basketball court or a racquetball court,” Shoopman says. “We were more or less trying to bribe the kids to stay at the house and have their friends come over here rather than be somewhere else where we had to worry about them.”

Shoopman’s career in homebuilding began some 54 years ago when he was fresh out of Manual High School, formerly part of the Indianapolis Public Schools district.

At Manual, Shoopman was exposed to the school’s specializations in industrial arts, including mechanical arts and wood shop.

He spent his summers applying what he had learned in his high school classes to

real-world experience, following around his two older brothers who worked in construction and falling in love with the trade. In 1971, at just 18 years old, he convinced his father to co-sign a home construction loan in Center Grove, where he himself did his summer work.

While his brothers found their draft numbers selected to go off to Vietnam, Shoopman’s number just missed, and as he puts it, “I was free to start my own work life, and away I went into the new construction world.”

Two years later, in 1973, Shoopman started his first homebuilding company, Dura Builders — a quirky play on its tagline, “Built to Last the Duration.” For a couple of years, Dura Builders was able to call itself the largest homebuilder in the state. It was around this time that Shoopman married his wife of 52 years, Shelley, and after more than 30 years with Dura Builders, he made the move to sell the company to KB Home, a national homebuilding entity. This prompted the development of Shoopman Homes, which has been in business since 2006.

BBB Torch Magazine | Winter 2026 | 15

“ IT ALWAYS REBOUNDS. IN HOUSING, IF IT’S HAD LOWS, IT’S HAD HIGHS. YOU’VE JUST GOT TO RIDE OUT THE STORMS, KEEP PUSHING, GET UP EVERY DAY AND KEEP DOING THE SAME THING. EVENTUALLY

Watch a drone video tour of the Waterfront of West Clay featuring a 10,360 sq. ft. home listed for $3,775,000.

IT ALWAYS COMES BACK.” —PAUL SHOOPMAN In 2019, Shoopman Homes was honored as a Business of Integrity winner at the Torch Awards, annually presented by the Better Business Bureau®. It was a major accomplishment in a long line of decorations for Shoopman’s companies, which include multiple awards and distinctions from 2-10 Home Buyers Warranty, the 2003 Entrepreneur of the Year Award from Ernst & Young, and recognition from multiple Indiana governors. Shoopman was at one point selected by Governor Mitch Daniels to serve on the Indiana State Home Inspector Licensing Board, making him the first homebuilder to earn that appointment.

“It’s a makeup of a lot of things,” Shoopman says of how he sets up his companies for perennial success. “There’s a lot of communication that goes back and forth — visibility, signage, billboards — and you’re just making sure that you’re doing a good job every day. You’re out there working seven days a week, you’re communicating with people and doing business with people. It just kind of builds itself all on its own.”

With five and a half decades of experience in the industry, Shoopman has navigated ups and downs, including economic booms, recessions, and even an unprecedented global pandemic. In his more than 50 years of building in central Indiana, Shoopman has not identified much change within the homebuilding and real estate industries.

With acknowledgment to improvements in areas like appliances, floor plans, and energy efficiency, he feels the world of homebuilding has remained favorably consistent.

“Other than there being a substantial 16 | Winter 2026 | BBB Torch Magazine

difference between the sales prices, it’s been pretty much the same,” he says. “It’s just evolved based on the customers’ demands and wishlist.”

Shoopman’s experience has provided him with a sense of confidence and a knack for trusting his gut over the years.

“It always rebounds,” he says. “In housing, if it’s had lows, it’s had highs. You’ve just got to ride out the storms, keep pushing, get up every day and keep doing the same thing.

Eventually it always comes back.”

Amid uncertainty, turmoil, and an everdeveloping industrial landscape, having people in his corner has further helped Shoopman keep a level head and stick to his principles. The support of his family has been valuable to his sustained success and continuing passion for his work.

“We’ve been really fortunate, especially with our own family and our own kids,” Shoopman says. “It’s family oriented, and everybody still communicates with each other. It’s always good to have stability.”

After more than five decades in homebuilding, Shoopman still gets immense satisfaction out of his work, reflected in his practice of continuing to personally walk through and inspect every house that Shoopman Homes builds. He credits this “promise to provide personal attention” to his career-long success.

“It’s still rewarding,” Shoopman says. “You start a house from scratch and you get it done, sit back and look at it. Then two months, six months go by and you drive by houses that you built that same year. It’s always fun to look and see what you’ve done in the past.”

Shoopman has no interest in ever retiring and sees himself building until he “falls over at his desk.” It’s this tenacity and dedication that has maintained his status as one of Indiana’s top homebuilders for more than 50 years.

“After building nearly 10,000 homes in my career, I still love the smell of wood and fresh paint.” he says.

This consistent support has made it easy for Shoopman to keep up with his work, which he anticipates will hold true for years to come. With more work to be done to fill out and develop Waterfront of West Clay, Shoopman looks further down the road, unflinching in his go-getter persona.

“We still have plenty of lots left to do business, but when I get closer to running out of lots, I’ll be working in another subdivision somewhere,” he adds.

SHOOPMAN HOMES

4301 STONE LAKE DRIVE CARMEL, IN 46077 WATERFRONTOFWESTCLAY.COM (833) 525-3466

FIVE DIMENSIONS THAT MATTER FOR THE CUSTOMER EXPERIENCE Business owners often want to know what issues customers mention most in reviews. At BBB®, we collect thousands of customer narratives every day. To better understand what drives satisfaction — and frustration — we manually reviewed a sample of 10,000 BBB customer reviews.

We also examined established research tools used to measure service quality, including ServQual.

anticipate. When financial expectations don’t match the outcome, trust erodes quickly.

2. TIME MANAGEMENT

HERE’S A CLOSER LOOK AT THE FIVE DIMENSIONS:

Time is a major factor in customer satisfaction. This dimension focuses on speed and punctuality.

Consumers value businesses that arrive on time, finish jobs promptly and avoid unnecessary delays.

The costs of poor timing can be real: spoiled food when an appliance repair is delayed, an extra night in a hotel when an HVAC repair takes longer than expected or missed work hours waiting for a technician.

Reliability in scheduling builds confidence, while inconsistent timing causes stress and added expense.

1. MONEY MANAGEMENT

3. COMMUNICATION

From this work, we identified five core dimensions that appear consistently across industries. Together, they capture more than 90% of the details found in BBB customer reviews and allow us to spot patterns that can help businesses strengthen performance. We also developed algorithms to analyze these dimensions at scale, giving us deeper insights into what customers experience.

This is often the most visible aspect of an experience. Money management reflects how a business handles pricing, billing and the value customers feel they receive.

Positive reviews frequently mention fair pricing and clear expectations. Negative reviews often point to surprises—billing errors, unexpected fees, unclear estimates or automatic renewals customers didn’t

Communication includes responsiveness, clarity and expertise. Satisfied customers often highlight helpful explanations, easy contact with company staff and prompt replies. Dissatisfied customers usually say the opposite — they couldn’t reach anyone, messages went unanswered or they received conflicting information. Breakdowns in communication lead not only to frustration

but also to mistakes and misunderstandings that may cost time or money.

4. EMOTION

Emotion refers to people skills — respect, empathy and professionalism. Many customers remain loyal to businesses because of the personal connection they feel. When customers sense genuine care or appreciation, their trust grows. But when they feel disrespected, dismissed or mistreated, the emotional impact overshadows the service itself. Complaints involving rude behavior, raised voices or harassment often cite emotional harm as the central issue.

BBB Torch Magazine | Winter 2026 | 17

5. WORK PERFORMANCE QUALITY

Whether a business provides a product or service, performance quality is essential.

For products, customers expect durability and functionality. For services, they expect thoroughness and accuracy. A dress that unravels after one use or a lawn cut with uneven edges undermines confidence. Even when a business excels in other dimensions, poor performance can overshadow everything else.

WHERE ETHICS FIT IN

Ethics influence every dimension. At the center of customer experience is whether a business acts in ways that support customer well-being. Ethical lapses can appear as hidden fees (money), unreturned calls

18 | Winter 2026 | BBB Torch Magazine

(communication), unfinished work (quality), unnecessary delays (time) or disrespectful behavior (emotion). When ethical principles guide decisions, businesses strengthen trust across all five areas.

PUTTING THE INSIGHTS TO WORK

Businesses can use these dimensions to improve customer experience in practical ways. Start by reviewing your last 25 customer reviews and placing each into one of the five categories. Look for patterns — recurring strengths, repeated frustrations or areas that rarely receive feedback.

Hold a short Customer Experience Huddle with your team to discuss what you see. Identify one improvement in each dimension to implement over the next 90

days. Small adjustments — clearer invoices, faster follow-ups, improved arrival windows or additional quality checks — can create immediate, noticeable benefits.

Track progress through response times, on-time performance, satisfaction surveys and review trends. And remember, BBB is here to help you interpret patterns, compare benchmarks and strengthen your approach.

Ready to go deeper? Explore the full framework and additional insights at bit.ly/5-dimensions.

Content summarized and adapted from research conducted by the International Association of Better Business Bureaus (IABBB) Research Team.

SPECIAL THANKS TO OUR

SPONSORS

®

MEDIA SPONSORS

BBB Torch Magazine | Winter 2026 | 19

SMART IT BUDGETING STRATEGIES FOR SMALL BUSINESSES

IT COSTS OFTEN FEEL UNPREDICTABLE. LEARN HOW SMALL BUSINESSES CAN REDUCE SURPRISES, PLAN, AND BUILD A STABLE TECHNOLOGY BUDGET THAT SUPPORTS LONG-TERM GROWTH. Writer / Roger Underwood, CEO of Techlocity

THE IT BUDGET MISTAKES THAT HOLD BUSINESSES BACK

Many business owners build their annual budgets with clear expectations for payroll, rent, insurance, and supplies. When it comes to technology, though, planning often feels uncertain. One year brings almost no issues, while the next is packed with surprise repairs, aging equipment that finally has to be replaced, urgent fixes, and software expenses that were never part of the original plan.

This inconsistency is not usually a discipline problem; it is a visibility problem. Without 20 | Winter 2026 | BBB Torch Magazine

a clear roadmap, IT spending becomes reactive instead of intentional, and reactive spending is almost always the most expensive way to manage technology.

WHY IT COSTS FEEL SO UNPREDICTABLE

Technology rarely fails in one dramatic moment. Instead, it wears down quietly in the background as devices age a little more each year and software renewals appear at inconvenient times. Licenses grow with every new hire, backup systems slowly fill up, and security tools eventually need updates to stay effective.

All it takes is one issue surfacing during a busy season to turn into a repair or replacement that was never budgeted. Over time, these small, scattered events create an IT budget that looks different every year and often swings from very low to uncomfortably high. That volatility makes planning difficult and keeps many owners stuck in a cycle of fixing problems only after they break.

The impact reaches far beyond the budget line. Unexpected IT costs slow down operations, delay projects, and put pressure on teams that depend on tools that no longer perform well. A computer that

should have been replaced two years earlier becomes an urgent expense. A server that was never monitored fails without warning.

A cloud application suddenly costs more because no one has been tracking usage.

Step-by-step, this reactive pattern becomes far more expensive than steady, planned investments.

HOW SMART IT BUDGETING CREATES STABILITY A strong IT budget is more than a list of purchases. It works as a roadmap that protects your business from surprise expenses and ensures technology is supporting growth instead of slowing it down. In practical terms, that usually includes a few key elements:

• A predictable replacement cycle for aging hardware • Timelines for software renewals and subscription reviews • Cloud and licensing costs aligned with actual usage

•R outine maintenance to prevent emergency repairs •A simple plan for data protection and backups When businesses approach IT with the same structure they apply to utilities or capital equipment, technology becomes easier to manage and far more cost-effective.

Many Indiana organizations partner with managed IT providers like Techlocity to turn unpredictable spending into a stable monthly operating cost. Proactive monitoring reduces emergencies, lifecycle planning cuts out guesswork, and regular maintenance helps devices last longer and perform better.

In the end, a thoughtful IT budget is not about spending more. It is about spending with purpose. Once technology becomes predictable, owners gain control, teams stay productive, and long-term growth becomes much easier to plan.

Roger Underwood, CEO techlocity.com (317) 288-5474

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BBB Torch Magazine | Winter 2026 | 21

BEHIND THE BUSINESS

WHITE OAK CONSTRUCTION SAM LUPPINO, PRESIDENT FOUNDED IN 1982 LOCATED IN INDIANAPOLIS, LAFAYETTE, SELLERSBURG AND WARSAW INDIANA 124 EMPLOYEES BBB ACCREDITED FOR 33 YEARS WHITEOAKCONSTRUCTION.COM “ROOTED IN EXPERIENCE, BUILT ON TRUST”

QUESTIONS AND ANSWERS WHAT’S THE MOST VALUABLE LESSON YOU’VE LEARNED IN BUSINESS THAT YOU WISH YOU’D KNOWN EARLIER? Success without happiness simply doesn’t work. You need balance in order to thrive. There’s an old English proverb from the 1600s that says, “All work and no play make Jack a dull boy.” It’s a reminder that you must balance your career with your family and make time for the people and priorities that matter most.

WHAT DO YOU CONSIDER YOUR BUSINESS’S PROUDEST ACCOMPLISHMENT SO FAR? Our proudest accomplishment has been developing training processes that allow us to take someone with zero experience in our industry and give them a true career path — not just a job.

WHO HAS BEEN A MENTOR OR INSPIRATION FOR YOU, AND HOW DID THEY SHAPE YOUR LEADERSHIP? The founder of White Oak Construction and my business partner, the late Jerry Sobota, has been one of my greatest inspirations.

Before his passing, Jerry showed me that leadership can be lived out in a Christ-like manner. He led with humility, integrity and genuine care for others. Jerry’s example shaped the way I approach leadership — focusing on service, compassion, and doing what is right, even when it’s not easy.

22 | Winter 2026 | BBB Torch Magazine

HOW DO YOU FOSTER TRUST WITH YOUR CUSTOMERS AND EMPLOYEES? I foster trust with both customers and employees by being fair and honest at all times — even when the news isn’t always positive.

Trust is built through consistency, transparency and character, so I focus on three key principles: 1. Do what’s right.

2. Always give 100%.

3. Treat others the way you would want to be treated.

HOW DO YOU SEE YOUR INDUSTRY EVOLVING? As technology and AI advance, the home improvement and construction industry will evolve through smarter tools, better data and more automation to improve efficiencies. Digital design, virtual consultations and AI-assisted estimating will help us deliver higherquality, more transparent work.

WHAT’S SOMETHING YOU’RE PASSIONATE ABOUT OUTSIDE OF WORK? I’m passionate about music. I’m a lover of all genres, and I especially enjoy playing the drums. It’s a creative outlet that helps me relax, stay focused and even inspires my problem-solving and rhythm in life and work.

CELEBRATING 25 YEARS OF DEDICATION A SPOTLIGHT ON WENDY DYCH

For 25 years, Wendy Dych has been a steady, reassuring overwhelming, Dych finds purpose in small moments. presence at the Better Business Bureau® Serving Central Indiana — a champion for small businesses and a “When a BBB Accredited Business says, ‘Thank you, trusted guide through changing economic landscapes. Wendy, for taking the time to help me,’ that’s when I know my job matters,” she adds. “I have that moment Her journey with BBB began unexpectedly. When the every day.” company she was working for was preparing to relocate to Kentucky, Dych needed to find a new path. BBB was Throughout her tenure, Dych has supported businesses her third interview — and she was hired on the spot. through major economic challenges — from the 2008 recession to the COVID-19 pandemic — helping Although she never expected to stay for two and a half owners maintain their BBB Accreditation during times decades, Dych’s commitment became clear early on. of uncertainty. She has seen firsthand how businesses She briefly left in 1994 but returned in 2001 to a role benefit when they actively engage with their BBB where she felt she truly belonged.

Accreditation and use the tools available to them.

“I love what I do,” she says. “Building relationships with our small businesses — who are the backbone of our communities — is what keeps me here.”

Today, Dych works in retention services, serving as a lifeline for BBB Accredited Businesses navigating questions, updates, renewals and challenges.

“I wear many hats,” she says. “A typical day is busy, busy, busy — helping our BBB Accredited Businesses (ABs) make the most of their accreditation, supporting them through issues and making sure they feel seen and valued. In a nutshell, it’s all about building relationships.”

That relational focus has shaped her proudest accomplishments. Whether she’s hitting daily goals or helping an owner understand a process that once felt

She has also witnessed tremendous growth and evolution within the BBB. Engagement strategies have expanded, including personal outreach efforts. And looking ahead, Dych is energized by the direction of IABBB (International Association of Better Business Bureaus) under new CEO Rebekah Dopp, especially efforts to connect with younger entrepreneurs and emerging business leaders.

After 25 years, Dych remains motivated by a simple mission.

“At the end of the day, I just want to know I did everything I could to help a business owner,” she says.

And across Central Indiana, countless businesses can say with appreciation that she did.

BBB Torch Magazine | Winter 2026 | 23

TURNING COMPLAINTS INTO TRUST

HOW BUSINESSES BUILD LOYALTY WHEN IT MATTERS MOST For many businesses, a customer complaint feels like a setback. In reality, it is one of the most powerful moments to build — or rebuild — trust. BBB research shows that consumers judge a company not just by what it sells, but by how it behaves when something goes wrong. That means each complaint is an opportunity.

Respect is the foundation of the customer– business relationship. When a consumer files a complaint, the first decision they evaluate is whether the business takes them seriously. A timely, professional response signals that you value their time and perspective. Companies that make things right quickly experience stronger loyalty and long-term performance.

24 | Winter 2026 | BBB Torch Magazine

The 5 Gestures of Trust — Be Honest, Be Transparent, Be Proactive, Be Humble, Be Equitable—offer a simple, research-based structure for addressing complaints in a way that strengthens customer confidence.

BE HONEST

Explain clearly what happened. If the business made an error, acknowledge it plainly. Honesty remains the top driver of trust across industries.

BE TRANSPARENT

Share how decisions were made, outline relevant policies and avoid defensiveness.

BE HUMBLE

Even if the company believes it acted appropriately, humility matters. For

example, “I understand why this was frustrating, and I appreciate the opportunity to address it.”

BE EQUITABLE

Demonstrate fairness and consistency in how you reach your resolution.

BE PROACTIVE

Offer solutions, next steps or a way future issues can be prevented.

Handling a complaint isn’t just a customer service task. It’s a moment that defines your brand. When businesses lean into the 5 Gestures of Trust, every complaint becomes a chance to reinforce integrity, humanize the business and build long-term loyalty.

AI & THE FUTURE OF LOCAL SEARCH

HOW GOOGLE’S 2026 SEARCH EVOLUTION IS RESHAPING ONLINE CREDIBILITY FOR BUSINESSES Writer / Tom Britt, CEO + Founder of Towne Post Digital

For years, search engine optimization (SEO) has been the backbone of digital visibility — an essential tool for businesses striving to be found, compared, and chosen.

But as we progress through 2026, the familiar search landscape has transformed.

Google’s integration of advanced AI answering systems and the rise of Answer Engine Optimization (AEO) have reshaped not just how businesses are discovered, but why they are trusted. In a digital ecosystem increasingly driven by intelligent assistants and synthesized answers, credibility has become the currency of online success. For small businesses and B2B organizations, trust is no longer simply earned through word-of-mouth or customer reviews — it is woven directly into how AI interprets and elevates authoritative information.

These answers to AI prompts are now called “zero-click” results – meaning the user does not click to visit a website, they already have their answer. By the end of 2026, Google’s AI Overviews and similar “zero-click” formats are expected to appear in 65–85% of all search sessions.

Instead of browsing multiple search results, many users rely on the single, synthesized response AI tools provide. These answers blend information from numerous online sources, and businesses with the clearest, most trustworthy digital footprint are the ones most likely to be cited or referenced.

For B2B organizations — where long-term relationships and credibility is everything, this is a pivotal moment.

AEO: THE NEW FRAMEWORK FOR BUILDING DIGITAL TRUST While traditional SEO focused heavily on ranking signals and keyword strategy, Answer Engine Optimization shifts attention to verifiable expertise, transparency, and structured clarity. AI systems elevate content that is:

• Easy to interpret and verify • Structured with schema and factual data • Authoritative in tone, with clear evidence of industry expertise • Matched cleanly to natural-language questions asked by decision-makers

In a business environment where trust drives transactions, AEO rewards companies that publish accurate, Today’s users aren’t just searching — they’re responsible, experience-based insights, not conversing. From Google’s AI-powered marketing fluff. results to chatbot-style interfaces built into business tools, decision-makers now expect GOOGLE’S 2026 ALGORITHM precise, expert-level answers delivered PRIORITIZES CREDIBILITY instantly. This shift means AI often forms SIGNALS the first impression of your business long GOOGLE’S LATEST UPDATES before a prospect visits your website.

STRENGTHEN THE IMPORTANCE OF:

AI ANSWERS HAVE BECOME THE NEW FIRST IMPRESSION

• Experience-based content that demonstrates real-world insight • Local and industry authority, including BBB Accreditation and transparent business practices • Reliable and updated online profiles, especially Google Business Profiles • Consistent cross-platform information on other search engines, reinforcing that a business is legitimate and dependable As misinformation and low-quality AI content proliferate online, Google now places higher value on organizations that clearly demonstrate authenticity. For BBB Accredited Businesses, this shift provides a natural advantage — trust, transparency, and accountability are already foundational values.

WHERE DO YOU START?

As AI continues to redefine how trust and visibility are earned online, small businesses don’t have to navigate this transformation alone. Towne Post Digital offers comprehensive small business packages designed to optimize your Google Business Profile while elevating your overall digital trust signals. Beyond traditional SEO support, these solutions include advanced tools that scan your online presence and recommend AI-driven strategies to strengthen authority, improve answer visibility, and keep your business relevant in an evolving search landscape. In a world where credibility fuels competitiveness, Towne Post Digital provides the roadmap and the support to ensure your business stands out for all the right reasons.

BBB Torch Magazine | Winter 2026 | 25

BBB MILESTONE ACCREDITATIONS SEPTEMBER-NOVEMBER 2025

80 YEARS Eagle Creek Nursery Company

70 YEARS Walker Information 65 YEARS Indianapolis Motor Speedway

60 YEARS Planned Investment Company

45 YEARS Dorsey Paving J L Hair Realty

30 YEARS Bone Dry Roofing

Goldsberry Transmission Service

25 YEARS C&J Well Co Duke Homes Greens Groomer WorldWide Kincaid Realtors Moser Consulting Turner Appliance

26 | Winter 2026 | BBB Torch Magazine

20 YEARS AlarmSystemStore.com B Davis Remodeling CCB-Pas Howard Bailey Financial Top Notch Masonry

15 YEARS Howe Insurance Agency Ring for Service Stoops Buick GMC The Cleaning Authority Whitetail Construction

10 YEARS 4 C’s Concrete Construction

B. Jones Group Bates Mechanical City Glass of Bloomington Concrete By Design First Serve Cleaning and Restoration Hendershot Service Center Home Exterior Specialists Hoosier Skylights Humphries Automotive Sales & Service Ideal Plumbing Systems Indy Executive Cleaning Service J & L Mobile Locksmith Rees Restoration Roy Rogers Heating & Air Scheidler Glass Stevens Drywall Summers Plumbing Heating and Cooling Summit Salon Academy Kokomo The Broad Ripple Animal Clinic, PC Triple J Plumbing Window Makeover

5 YEARS 3 Sons Lock Service

Airy Time Heating & Cooling All in 1 Mold Contractors Alpha K9 U Ardsley Management Barada Associates Caring Dentists Construction & Inspection Division (CID) Craig, Kelley & Faultless DC Roofing & Exteriors Diamond Plate Properties Edge Guys Ford Lincoln of Lafayette Freedom Electric HardCore Floor Coatings Indiana Fine Woodworking Joe’s HVAC Services Jordan J Balvich, DMD, PC Kenosis Counseling Center Lovins Select Pool & Spa Me and My Diddy Lawn Care Midas Auto & Tires Next Level Realty ServiceMaster by Crossroads Restoration Services Varner Insurance Agency Information is current as of December 1, 2025.

UPCOMING EVENTS Jan. 19, 2026

Feb. 3, 2026

AI & THE FUTURE OF LOCAL SEARCH

DIGITAL MATCHMAKING

Noon-1 p.m.

Just like online dating, successful marketing is all about finding the right match. In this fast-paced seminar, you’ll learn how modern digital tools help you attract, connect with and convert your ideal customers—no awkward first dates required.

Learn how AI is changing how customers find local businesses. This session breaks down Google and map listing shifts and gives practical steps to stay visible, attract traffic and outperform competitors— without technical jargon.

Jan. 14, 2026 2026 LAW CHANGES: WHAT INDIANA BUSINESSES NEED TO KNOW

REGISTER, AND VIEW MORE EVENTS

9:30 a.m.–noon

Jan. 27, 2026 THE GUARDRAILS OF ACCOUNTABILITY $ 9 a.m.–noon

Discover how The Guardrails of Accountability framework helps leaders 1-2 p.m. balance expectations, build trust, The new year comes with state and federal improve communication and manage regulations that will directly affect how Indiana performance—without harming morale or businesses operate. Understanding these becoming overly strict. Perfect for creating changes early can help you stay compliant, healthier, high-performing teams. avoid costly missteps and strengthen trust with your customers and employees.

Feb. 10, 2026 WHY SALES PEOPLE FAIL (AND WHAT LEADERS CAN DO ABOUT IT) Noon–2 p.m.

This session reveals why 60% of salespeople miss goals and how leaders can fix it—uncovering hidden performance barriers and teaching coaching, hiring and accountability strategies that create consistent, predictable sales success.

Feb. 19, 2026 TEAM CULTURE AND RESILIENCE $ 9 a.m.-noon Resilience goes beyond individuals. This session shows leaders how to build teamwide resilience, strengthen culture and help groups rebound from challenges that threaten performance.

BBB Torch Magazine | Winter 2026 | 27

April 30, 2026 THE BUSINESS PIT STOP 4 p.m.-5:30 p.m.

Held at Lucas Oil Products immediately after Trust in the Age of AI, this networking event gives business leaders a quick refuel to strengthen relationships, exchange insights and make meaningful new connections. Designed for professionals driven by trust, The Business Pit Stop helps you build momentum in a supportive, high-value business community.

March 3, 2026 MAXIMIZING YOUR PERSONAL ENERGY WINDOW FOR A MORE PRODUCTIVE YOU $ 9 a.m.-noon Time is our most valuable resource, yet we often misuse it. By understanding our energy and priorities, we can boost productivity and stop blaming “time” for what is really misaligned prioritization.

April 30, 2026 TRUST IN THE AGE OF AI 2:30 p.m.-4 p.m.

As AI reshapes business, trust becomes essential. This interactive roundtable unites leaders to discuss transparency, ethics, challenges and opportunities— revealing how trusted organizations thrive and stay accountable in an increasingly AI-driven marketplace. Afterward, stay for The Business Pit Stop, a networking event that continues the conversation and connections.

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RECOGNIZING BUSINESSES THAT RECENTLY EARNED BBB ACCREDITATION AND EMBRACE BBB’S STANDARDS FOR TRUST CENTRAL 96th Street Family Dentistry A Joyous Kare A Legacy of Love Homecare ABG Property Services Absolute Caregiving Ali & Ariel Photo Ark Roofing Ashlee’s Paws-N-Spa At Your Step Home Care Blue Escapes Pools Bramwell-McKay Care Team Structured Family Caregiving Checkered Past Machine Control Tech Heating/Air/Plumbing Crimsons Auto Repair Custom Floors Custom Stone Dumpster Dudez of Indianapolis Elegante Fashion Five Star Bath Solutions of Indianapolis FreedomDoc Health Garner Roofing & Construction Green Pest Solutions Happy to Help Handyman & General Services Indy Christmas Light Pro’s Integrity Heating & Cooling Ison Plumbing Services Jake Miller Plumbing Kalon Kare Home Services Kasco Manufacturing Co. Laser Bookkeeping Little Book Publishing Lytle Legal Group

Mac’s Plumbing & Drains Make It Bright Cleaning Services Mercedes-Benz of Indianapolis MG’s Cleaning Services Midwest Piano Mite-E-Ducts Air Duct & Dryer Vent Cleaning Newport Roofing & Restoration Refine Kitchens Baths & Floors RyanO Plumbing & Gas Piping Smyrna Sunrise Investments So Be It Whole Health and Wellness Solvent Services Sunset Roofing LLC Tech This The Gideon Group Trusted Foundation Solutions Vet Guard Pest Solutions Victory Strength and Fitness Walla Painting Westfield Flower Box Wizard of Ads Chuck McKay Xiber Xperience LLC Designs

EAST Ashkickerz C&H Heating and Cooling Dessie’s Doodles DJ Remodeling Hagerstown Family Dentistry Harmony Hideaway Homecare Hoeing Supply McIntyre Jewelry Parkview Family Dentistry

Richmond Dental Care SD Electrical The Meeks Mortuary and Crematory The Sign Lab The Wedding Factory Triple S Junk Removal & Hauling Woodie’s Automotive

INDIANAPOLIS 4 Pretty Purple Walls Home Health Agency 5 Star Auto & Body Repair A Darling Courier Service A&G Touch Cleaning AAP Taxes and Services Above the Rest Fence Ace-Pak Products Aeon Custom Flooring AKC Helping Hands American Coastal Distribution Angels of Hope Home Care Aspiration of Hope Home Care ATM Lawn Care B&F Landscaping Birge & Held Asset Management Bloomerang Blue Duck Lawn Care Blue Duck Pest Control Bridges to Continuous Home Care Colors Country Pools Cummins Handyman Service DellaVenia’s Home Care Determine Your Own Status Divine Care Solutions BBB Torch Magazine | Winter 2026 | 29

NEWLY BBB ACCREDITED Ellis Mortuary Express Packing Eye Style Family Assist Legal Services Farr’s General Contracting Hearts Haven Home Care Heffernan’s Home Services Helping Hearts Home Care HomeSmith Contracting Homeward Environmental Honest Homecare Services Hoosier Aquatic Care Hoosier State Waterproofing HRG Construction Group Ignite Families Infinite Love & Care Intrigue Real Estate & Property Management Jewel’s Blessings Home Care Judy Diamonds Boutique Kayak Pools Midwest Kight’s Quality Air KJK Service LED Indy Legacy Popz Legacy Safety Group Legendary Homecare Service Loyal Home Buyers Lukamin Fabrics Martin Fine Furniture Miracle Touch Home Care Services Mister Quik Home Services Nurturing Hearts Homecare Services Passionate Living LLC Powell Construction RC Foster Truck Sales Ripley Auctions & Appraisals S P Luxury Events SeniorLife Real Estate Solutions SGI Home Services Ship Anything That Ships Speedy Eats Spex Savvy Start-To-Finish Construction Synergy Telcom 30 | Winter 2026 | BBB Torch Magazine

Taylored by Renee’s Helping Hands Home Health Agency Teacher Yoos Language Services TeamRita Janitorial Service The Better Gutter Co. The Reliable Source Personal Care Services Thompson’s Auto & Diesel Repair VIP Contractors Volume Performance Center We Care Home Health Services White and Champagne Whyde Masonry Woody & Vaughan PC

SOUTH Alpha Vinylworks Cooper Electric Honey Do Home Repairs L & P Manufacturing M&J Restorations Midwest Motor Sales Pristine House Cleaning Rader Media Sports & Marketing Tax Resolutions & Strategies By Prall Triple Seven Trades Wisecrackers

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NORTH AAPJ Home Improvement Bass Concrete Brookhaven Homes Elite Property Management & Realty Gills Plumbing Hometown Handyman & Maintenance J&J Residential Remodeling Jacks Excavation and Drainage Keesling Home Maintenance Pillar to Post Home Inspectors - Steve Maher Team Powell Heating & Cooling Triple M - by Grace, Sole & Style Unique Creations by Joe

A-Mark Pest & Bird Management Clean by Kimberly Country Home Sales Dorsett Hyundai Dorsett Mitsubishi Dorsett Nissan Liberty Bell Fencing Nixon Construction Property Solutions 812 Simpson’s Excavating Stafford.Works Sugar Creek Retreat Accurate as of Dec. 1, 2025

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