As President and CEO of your BBB - Better Business Bureau

2008 Board of Directors

A Message from BBB's President/CEO

Officers: Chair? Elaine Ralls, Air Marketing Vice Chair ? Peggy Baker, SRP Treasurer ? Lee Scanzano, Cox Communications Secretary ? Carlos Pacheco, Desert Schools Federal Credit Union Immediate Past Chair ? Marty Laurel, Blue Cross/ Blue Shield of Arizona President ? Matthew Fehling, BBB

Independent Legal Counsel Peter Borns, Ryley Carlock & Applewhite

Directors: Matthew Allen, Virginia Auto Service (BBB-ARAC Liaison) Brian Burt, Snell & Wilmer Ron Cohen, CRC Broadcasting Co. John Curran, U.S. Postal Inspections Service Joe Dean, Dean Enterprises Rick Dircks, Dircks Moving + Logistics + Real Estate Cathy French, Standard Pacific Homes Isabel Fritzler, Hispanic Yellow Pages Jeff Gurney, Van Tuyl Group Inc. Mary Hall, Take Charge America Joel Higginbotham, Sun Devil Auto Bob Jones, Quality Transmission Service, Inc. Joe Kelly, Triad Consulting Corporation Tony Komadina, III, Coulter Cadillac Tom Lannon, Phoenix Police Department Joe Liston, Arizona Republic Classifieds & Arizona Business Gazette Linda Milhaven, Wells Fargo Bank Brian Mohr, Garry Ong, Mu Shu Asian Grill Tim Schmitt, Schmitt Jewelers Larry Seay, Meritage Homes Corporation Gerald Smithson, JLS Consulting Jim Sollenberger, Cue Financial Group, Inc. Bill Verdini, ASU/ W.P. Carey School of Business Gary Volkenant, Pinnacle West Capital Corp/ APS Michael Wagner, Shasta Industries, Inc. Robert Wallace, Arizona Sun Products Paula Weiss-Cohen, A.R. Systems, Inc.

YAVAPAI COUNTY ADVISORY COUNCIL Chair ? Jeri Ann Kooiman, Kooiman Realty, L.L.C. Vice-Chair ? Bob Sebring, M & I Bank Bill Fencken, Community Volunteer, Foundation Board Greg Galpin, Galpin Ford/Lincoln/Mercury/Mazda Steve LaFleur, Prescott Import Car Service Tracy Murr, State Farm Insurance John R. Stevens, Stevens Tax Services, LLC

BBB FOUNDATION Officers: Chair ? Gary Volkenant, Pinnacle West Capital Corp/APS Vice Chair ? Joe Castillo, Minority Business Consultants Treasurer ? Joe Dean, Dean Enterprises Secretary ? Matthew Fehling, BBB

Directors: Jim Donley, Donley Service Center Tom Fannin, Coldwell Banker Success Realty Bill Fenken, Community Volunteer Jerry Hall, Community Volunteer Katie Osborne, Blue Cross Blue Shield of Arizona Dean Rennell, Wells Fargo Bank

Main Office: 4428 N. 12th St. Phoenix, AZ 85014 602-264-1727

Prescott Office: 1569 W. Gurley St. Prescott, AZ 86305

928-772-3410



As President and CEO of your BBB of Central, Northern and Western Arizona, it is my honor to present this 2008 year in review. Your BBB's achievements have always been made possible by your continuous support and this year was no exception.

As we are all aware, 2008 was a year of ups and downs. Due to fluctuations in the economy, your BBB saw an even greater demand for our services and an increase in the number of consumers looking for trustworthy businesses. As you study this snapshot of the BBB's significance in the 2008 marketplace, understand that our work is not done and in 2009 we are striving to bring a more valuable experience to all business and consumers who seek standards of trust in the business community. Have a great 2009.

Sincerely,

Matthew Fehling, President/CEO

BBB of Central, Northern & Western Arizona Receives Six National Awards

Better Business Bureau

of Central, Northern

and Western Arizona

was awarded the 2008

Outstanding BBB Award

for Overall BBB Operations

for the second time in three

years.

Your BBB was named the

winner of this prestigious

award during a special

ceremony at the International

Assembly of Better Business Bureaus in San Francisco,

Pictured: 2008 Board Chair Elaine Ralls and BBB President/CEO Matthew

Calif. The award recognizes Fehling.

the BBB's work in the

combined categories of inquiry handling, complaint

mediation/arbitration, advertising review, and solicitation

control.

In addition to the award for overall operations, BBB was

also honored with five other Outstanding BBB awards.

BBB was recognized for its targeted communications

within the Hispanic senior community, outstanding

and innovative programs benefiting BBB Accredited

Businesses, internal rebranding and sales.

During the course of 2008, your BBB has received

almost 1.5 million inquiries from consumers seeking

reliability reports on businesses headquartered in Central,

Northern and Western Arizona. More than 30,000 disputes

have been facilitated by BBB so far this year.

BBB Marketplace Activity:

From January 1, 2008 to December 31, 2008

In 2008, your BBB provided over 2 million instances of service to businesses and consumers in Central, Northern and Western Arizona. This demand for services and BBB Accredited Businesses is the highest since BBB's inception in 1938.

What does this mean to our service area?

Reports Reliable Information: Over 1,950,000 BBB Reliability Reports were viewed by the public ? A 9% increase from 2007

Web Safe Websites: Over 740,000 consumers verified a company's BBB Accreditation by clicking the BBBOnLine seal on their website - A 43% increase from 2007

Trust Out of Court Settlements: Over 100 arbitrations were facilitated, building trust between BBB Accredited Businesses and consumers

Disputes Dispute Resolution Assistance: Over 33,00 complaints filed with BBB allowing businesses and consumers to reach resolutions - A 9% increase from 2007

Exposure BBB Awareness & Exposure: Over 400 times BBB's name was mentioned in the news media ? includes BBB interviews, articles, and electronic media

Top 10 Most Inquired About Type of Businesses (TOBs)

1. Debt Settlement 2. Air Conditioning Contractors & Systems 3. Work-At-Home Companies 4. Business Opportunity Companies 5. Credit & Debt Counseling 6. Identity Theft Protection & Prevention 7. Swimming Pool Contractors, Dealers, Design 8. Movers 9. Mortgages 10. Contractors-General

Top 10 Most Complained About TOBs

1. Transportation Services 2. Business Opportunity Companies 3. Movers 4. Auto Dealers-Used Cars 5. Vitamins & Food Supplements 6. Internet Services 7. Auto Repair & Service 8. Auto Dealers-New Cars 9. Truck Rent & Lease 10. Internet Shopping Services

Our Mission: BBB's mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by creating a community of trustworthy businesses; setting

standards for marketplace trust; encouraging and supporting best practices; celebrating marketplace role models; and denouncing substandard marketplace behavior.

Communications & Community Outreach

Media Instances Your BBB receives daily media requests for interviews, statistics and scam victims. In 2008, your BBB had more than 400 mentions in Arizona media.

BBB Foundation Presentations Stemming from the increasing number of senior targeted scams in our service area, your BBB made it a top priority in 2008 to reach out to the senior community. Your BBB provides information and tips to seniors about how to protect themselves and their loved ones from scams.

BBB Accredited Business Events From free, monthly seminars to the annual Business Ethics Awards, your BBB hosts events to empower BBB Accredited Businesses in the community.

Community Events Your BBB takes pride in participating in a wide variety of community events. Your BBB is present at home and garden shows, business expos, senior center information fairs, roundtables, cultural events, shred days and more.

New in 2008

Redesigned Web Site:

Health Insurance Discount BBB has partnered to bring discounted group and individual health insurance to eligible BBB Accredited Businesses. If interested, please e-mail benefits@ .

Radio Prime time radio spots were added to BBB's Community Sponsorship program to give BBB Accredited Businesses exposure through the airwaves.

Accredited Business Signs, Decals & Redesigned Handbook

Bilingual Presentations BBB now offers bilingual presentations in English and Spanish, which provide information on scams, identity theft protection, BBB services and more.

Legal Series BBB's Legal Series, presented by Ryley Carlock & Applewhite, is a quarterly series aimed at addressing common legal issues faced by business owners.

The Confident Consumer BBB's Confident Consumer is a bi-monthly magazine mailer featuring coupons from BBB Accredited Businesses. These coupons are also available at .

BBB Weekly These e-newsletters are an easy way to get you up-to-date BBB news releases, tip/scam alerts, and upcoming BBB Accredited Business events.

Increased Advertising in Northern and Western Arizona

Multi-cultural Outreach BBB has expanded its outreach in various cultural markets with timely marketplace tips and alerts through community events and publications.

Arizona Bulletin BBB's bi-monthly Arizona Bulletin was redesigned to give BBB Accredited Businesses and their employees more tips and trends to help their business grow.

OurBBB BBB's new database allows us to serve both our Accredited Businesses and the general public in the most efficient way possible.

Thank you to all our BBB Accredited Businesses for a successful year. Better Business Bureau of Central, Northern and Western Arizona (BBB) was established in 1938 to promote and foster

the highest ethical relationships between businesses and the public through voluntary selfregulation, business and consumer education and service excellence. With the support of more

than 10,000 Arizona businesses, BBB had a triumphant year in 2008.

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