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The M
ark of In
tegrity
The Better Business Bureau®
of Chicago and Northern Illinois
2006 Annual Report
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CHAIR
DORIS K. CHRISTOPHER
THE PAMPERED CHEF
PRESDENT & CEO
STEVE J. BERNAS
IMMEDIATE PAST CHAIR
MICHAEL E. STANCZAK
HANSON MATERIAL SERVICE
VICE CHAIR
GERALD M. COLE
WASTE GASIFICATON
SYSTEMS, INC.
VICE CHAIR
ROY SPENCER
PERMA-SEAL BASEMENT
SYSTEMS, INC.
VICE CHAIR
DAN B. STONE
ALBERTO-CULVER COMPANY
SECRETARY
CARL G. JACOBSON
GE NORTH AMERICA LENDING
TREASURER
CHARLES GAVZER
CATALDO ENTERPRISES
GENERAL COUNSEL
JOHN A. JANICIK,
PARTNER
MAYER, BROWN, ROWE &
MAW LLP
Dear Member: Th is past calendar year has been a rollercoaster ride while we have had
terrifi c growth in all areas especially our new memberships and programs; the organization and its members suff ered the loss of our President James E. Baumhart who had spent over four decades with our BBB and the last 17 years leading the organization.
I am honored to have been elected president and CEO and will use my 20 years of experience in operations to expand the reach and programs of the BBB to continue as the apotheosis of associations supporting and practicing ethical business methods every day.
Th is entire report provides you with an overview of our accomplishments on your behalf there are several highlights that should be brought to your attention.
• Our instances of service have topped 3,000,000 for the fi rst time. A signifi -cant milestone as it is an increase from just under 500,000 six years ago.
• New memberships have continued to be most impressive and only slightly behind the all time record of the previous year.
• With more contacts from the public we have seen complaints rise about 13% with a settlement rate of nearly 80% and a commensurate rise in the use of our Alternative Dispute Resolution Program.
• A record number of nominations for the Torch Award For Marketplace Ethics Awards on the 10th year of this program that recognizes businesses in northern Illinois.
• Th e Resource Guide published both in the Spring and Fall continues its success as a premier vehicle for describing our services and as a current directory of member businesses.
• Navy Line is a new program which we present information on our services in conjunction with fi nancial seminars at Great Lakes.
• Nationwide media interest continues to expand at an increasing rate with our alerts, press releases and investigations to the point where we average one media contact per business day.
• Getting the BBB message out at a variety of venues from the Chicago Auto Show and home shows to the Expo Fiesta Chicago.
• Development of a new integrated marketing plan for promoting our copy-righted Ethics for Business Success program is near completion.
• Presentations at the University of Illinois graduate school of education.
• Reinvigoration of the Charities Evaluation program has been accomplished utilizing new software to support the process.
• Our Board Committees especially the Executive Committee, Marketing Committee, Ethics and Standards Committee and Strategic Planning have been extremely active in this transition period.
• On the social side our Integrity Classic Golf Outing continues to have a capacity crowd.
All of these services and accomplishments are strictly due to the support of our members and the dedicated Board of Directors and staff . With our same staff team working every day for our members we expect 2007 to be another banner year!
President Chair
2006 EXECUTIVE COMMITTEE
2 Better Business Bureau
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BBB YEAR IN HIGHLIGHTS
2006 Annual Report 3
Discussing the value of the BBB at the December net-working reception were veteran Board Member Cecil Treadway (left) of Treadway Enterprises; Dave Kelly of RH Donnelley (center) and David Gutman, PhD of Momentum Advantage Partners.
Expanding our ethics programs were part of the discussion for Michael Bruening (left) of Th e George S. May International Company and BBB Vice Chair Gerry Cole prior to the start of the December Board of Directors Meeting.
Two winners of the 2005 Torch Award For Marketplace Ethics awards were present to discuss best practices at their companies at the annual DePaul University seminar. Dr. Pat Werhane (left) hosted the program which included Blue Cross Blue Shield’s Ellen M. Hunt, JD, CHC who is Vice President-Compliance Operations and Carolyne S. Turner, President of Information Development Corporation.
Board of Director Members Billy Abt (left) of Abt Electronics, Jerry Stock (center) of U. S. Waterproofi ng and Rick Walters of ADP discuss the December meeting agenda.
Th e BBB Display Table attracted plenty of attention dur-ing the reception prior to the Annual Dinner Meeting on March 21st at the Hilton Chicago.
OUR MISSION
OUR VISION
is to be the preeminent source of information
relating to ethical business and advertising practices
and to be a major provider of marketplace dispute
resolution services.
is to promote and foster the highest ethical
relationship between businesses and the public
through voluntary self-regulation, consumer and
business education, and service excellence.
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79TH ANNUAL MEETING
4 Better Business Bureau
Arbitrator of the Year Award was presented to Richard W. Robinson by Steve Bernas, (left) Vice President of Operations and President/CEO James E. Baumhart of the BBB at the Annual Meeting. Mr. Robinson has been doing a number of volunteer arbitrations in both the Chicago and Rockford offi ces.
Recognized as the Torchbearer of the Year for 2006 is Jerry Cizek III (left) President/CEO of the Chicago Automobile Trade Association. Presenting the award on behalf of the BBB is Chair Doris K. Christopher. Th e award recognizes the ongoing eff orts of Mr. Cizek in directly working with the BBB on issues of adver-tising review and in being active in promoting alternative dispute resolution for auto dealers and their customers. Doris Christopher is Founder and Chair of Th e Pampered Chef.
BBB Chair Doris K. Christopher thanks featured speaker Francisco Codina, Group Vice President of Ford Motor Company for his excellent presentation at the BBB Annual Dinner Meeting.
Th e list of nominees for offi cers and directors of the BBB in the coming year was presented by Nominating Committee Chair A.F.(Duff y) Gaynor at the Annual Dinner Meeting on March 21. Mr. Gaynor is a member of the BBB Board of Directors and Vice President-Global Services for IBM.
Discussing the “Ethics for Business Success” training program at the annual meeting are Dr. Sandra Williams (left) who developed the content for this copyrighted program and Tom Joyce of the BBB; Tom Foglietta, State Farm Zone Compliance Coordinator and BBB Board of Director Peter Grande, Agency Field Executive of State Farm Insurance.
Getting acquainted during the BBB’s 79th Annual Dinner Meeting were new Board Member Steve Dezara, (left) President of Luna Carpet & Blinds; Paul Fisher, (right) President of Danley’s Garage World; and BBB Board Member John Idler ABC7.
Arbitrator of the Year BBB Torchbearer Award
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2006 BBB STAFF
2006 Annual Report 5
SENIOR STAFF
(Left to right) Marcy Wilk, Assistant to the President and Eric Pinto, Director, Membership Division
ADR DIVISION
(Left to right) Irving S. Capitel, J.D., Senior Counselor, Alternative Dispute Resolutions Divisions; Roxanne Calibraro, J.D., Director, Alternative Dispute Resolutions Division
OPERATIONS AND INVESTIGATIONS
(Standing left to right) Brad Rhodes, Lucy Jodlowska, Management Trainee Investigations; Courtney Bobinsky, Membership Services; (sitting left to right) Carmen Nunez, Administrative Assistant; Maria De Courtenay, Director of Operations
OPERATIONS
(Left to right) Charlie Baumhart, Operations Services; Brad Rhodes, Administrative Asst.; Courtney Bobinsky, Lucy Jodlowska, Manager of Investigations; Carmen Nunez, Administrative Assistant; Maria de Courtenay, Director of Operations
MEMBERSHIP SERVICES (Standing left to right) Bert Adams, Membership Rep; Eric Pinto, Director, Membership Services; Ann Murtha, Membership Services; (Sitting left to right) Barbara Lucas, Manager Membership Services; Dale Drenthe, Assistant Membership Director
INQUIRY SERVICES-CUSTOMER
SERVICE REPRESENTATIVES (Standing left to right) Jose Torres, Mail Room Clerk; Rhonda Drew, Dorienne Fulks, Frances Pryor, Lillian Allen, Barbara Williamson
CONSULTANTS
Carleton Bergere (left), Edwynne Perkins and Eddie Johnson
COLLEGE INTERNS
(Standing left to right) David Berrios, Rolando Reyes, Daniel Zabrowski, Renata Duque; Nina Castle, Manager of the Charitable Solicitation Program (Sitting)
COMPLAINT HANDLING SERVICES
(Left to right) Nicole Tooks (Financial Services Dispute Resolution Specialist); Nita Virghes, Assistant Manager Direct Retail Services; Robin Badgett (Manager-Advertising Review; Kimberly Mullen, Personal Services Dispute Resolutions Specialist; Diana Mendez, Assistant Manager Home/Transportation Services; Denise Hines, Assistant Manager Intake Services
ROCKFORD STAFF
Standing (left to right) Jennifer Daughtry, Retention Specialist; Marge Wier, Membership Representative; Dennis Horton, Director, Rockford Offi ce; Teresa Glass, Operations Assistant,; Tim Sofran, Membership Representative; (Sitting left to right) Lee Rucks, Membership Representative; Ranona Quevedo, Membership Representative; Mary Ann Wixom, Operations Division
Tom Joyce, Director of Marketing & Communications
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PROGRAMS & EVENTS
6 Better Business Bureau
Presenting the mission and value proposition of the BBB as the focus of the meeting Facilitator David Sparks gets things off to a lively start.
Reporting on one of the Strategic Planning meeting’s breakout sessions, BBB Director John Smith highlights several interesting issues.
Dennis DiVitto (left), Jack Gray, Marty Norville and Immediate Past Chair of the BBB Mike Stanczak prepare on the challenging White Eagles course during the July 31 outing.
BBB Board Member Larry Perdue (left) golfed with Vicky Condell, BBB Board Member Jim Wicklander and BBB Board Member Jo Jackson at the annual outing on July 31st.
DEPAUL UNIVERSITY HOSTS BBB TORCH AWARD WINNERS
DePaul University hosted a seminar featuring the 2006 Torch Award winners. BBB members and their guests were also invited to attend these presentations along with 100 students and professors from DePaul on January 24th. Th e presentations by the Torch Award winners focused on their best practices and how these companies continue to do business in an ethical manner. Th e seminar format featured presentations by the participants followed by a question and answer period that gave the audience an opportunity to focus on how ethical organizations of various sizes implement their plans and why they were recog-nized with the Torch Award For Marketplace Ethics. Winners that presented were: Empire Today and U.S. Waterproofi ng & Construction Co., two of the winners of the 2006 BBB Torch Awards for Marketplace Ethics Awards.
Winners of the 2006 Torch Award For Marketplace Ethics awards were present to discuss best practices at their companies at the annual DePaul University seminar. Barry Schilling (left) and Matthew Stock are shown representing U.S. Waterproofi ng & Construction Co; Bridget Moscatello representing Empire Today and Tom Joyce, Director of Public Aff airs for the BBB.
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2006 Annual Report 7
PROGRAMS & EVENTS
Presiding at the September Board of Directors meeting was the BBB’s Immediate Past Chair Michael E. Stanczak is President/CEO of Hanson Material Service.
Presenting information on development and implementation of Ethics for Business Success to University of Illinois graduate school students was Tom Joyce (center) from the BBB and Dr. Sandra Williams who developed the program’s content. Th e students mostly Human Resource Development or Accounting majors had many questions with several remaining after class to continue the discussion. Students shown are Sara Boghosian, (left) Sarah MacDonald, Abbey Mills and Chris Comer.
Presenting critical information on consumer issues and the extensive BBB services available to Navy personnel and their families as a part of the Fleet and Family Support Center at Great Lakes Naval Station were Financial Counselor Fred Davis (2nd left), Tom Joyce from the BBB, and Financial Educator Bill Braun from the Fleet and Family Support Center. Also shown is Leading Chief Petty Offi cer (BEQ 831) Robert Kuiper.
Your BBB regularly has a booth at Th e Home Shows through-out the northern Illinois area. At this recent show held at Harper College in Palatine Wally Kleinfeldt debuts our new BBB banner which was delivered at the show began.
Supporting the eff orts of the Wise Giving Alliance in hosting the fi rst national Charity Summit on July 20th in Chicago were: Tom Joyce (left), Chicago and Northern Illinois BBB President/CEO James E. Baumhart fl anked by Art Taylor, President/CEO of the WGA and Bennett Weiner, COO of the WGA.
Delivering a heartfelt and stirring opening statement at the Torch Awards For Marketplace Ethics was immediate past BBB Chairman Michael E. Stanczak. He spoke about the distin-guished career of the BBB’s recently deceased President and CEO James E. Baumhart who passed away on November 12th.
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2006 TORCH AWARDS FOR MARKETPLACE ETHICS
8 Better Business Bureau
BBB Chair Doris K. Christopher welcomes the crowd of 350 members and supporters to the 10th annual Torch Awards For Marketplace Ethics presentation luncheon on November 30th.
Empire Today
Accepting the trophy Torch Award For Marketplace Ethics are Empire Today Senior Vice Presidents Joel Glantz and Steve Silvers from presenter Alan Krashesky (left), BBB Chair Doris Christopher and Steve J. Bernas, Vice President/COO (right) of the BBB.
Leopardo Construction
Presenting the Torch Award For Marketplace Ethics to Leopardo Construction’s President Richard S. Mattioda (second from right) are presenter Alan Krashesky (left), BBB Chair Doris Christopher and Steve J. Bernas, Vice President/COO (right) of the BBB at the November 30th luncheon at the Holiday Inn Mart Plaza.
U.S. Waterproofi ng
Receiving the prestigious Torch Award For Marketplace Ethics on November 30th are U.S. Waterproofi ng President Jerry Stock (third from left)and Vice President Howard Shachter from pre-senter Alan Krashesky (left), BBB Chair Doris Christopher and Steve J. Bernas, Vice President/COO (right) of the BBB.
Wm. Wrigley Jr. Company
Alan Krashesky, News Anchor for ABC7 Chicago Torch Award Presenter (left) with BBB Chair Doris Christopher is shown with Howard Malovany, Vice President, Secretary & General Counsel of the Wm. Wrigley Jr. Company is shown with the Torch Award and Steve J. Bernas, Vice President/COO of the BBB at the November 30th event.
Category I, 7,500+ employees
Category II 1,000-7,499 employees
Category III 100-999 employeesCategory II 10-999 employees
Torch Award Judges review entries from a record setting year of nominations for the 10th annual program. Th e independent panel of judges are shown reviewing the numerous entries by category to make their determinations. Th ey are: Dr. Patricia Werhane, Dr. William O’Hara, Dr. John Boatright and Ms. Vickie White.
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FINANCIAL HIGHLIGHTS—years ending August 31
2006 Annual Report 9
STATEMENT OF ACTIVITIES (FISCAL YEARS ENDING AUGUST 31, 2006 AND 2005)
Assets
Liabilities
Revenue
Expenses
TOTAL NET ASSETS
$1,234,816
327,019
3,289,432
2,896,938
907,797
$837,330
322,030
2,921,908
2,711,734
515,303
$583,174
203,051
2,425,131
2,417,583
380,129
$632,467
160,386
2,045,042
2,040,567
472,081
$465,743
172,637
1,872,951
1,863,773
293,106
$1,938,011
1,030,911
32,439
34,995
85,070
140,850
27,156
3,289,432
969,198
45,959
108,710
127,301
1,251,168
168,080
36,075
25,676
50,250
13,689
37,686
88,943
16,212
436,610
693,917
55,684
29,459
18,893
19,510
116,085
6,282
939,830
269,329
2,896,938
392,494
$1,660,642
858,727
58,332
25,090
99,025
126,663
18,429
75,000
2,921,908
850,542
36,947
114,099
116,966
1,118,554
147,064
31,667
29,437
51,602
18,207
40,369
73,391
18,131
409,868
674,509
50,150
20,653
15,257
14,193
123,265
2,148
900,175
283,137
2,711,734
210,174
2006 2005
REVENUE
Membership dues
Membership programs
Telephone program
Industry programs
Processing fees
Annual dinner meeting
Other income
Net assets released from restrictions
TOTAL REVENUE
EXPENSES
PERSONNEL
Salaries
Retirement plan contribution
Payroll taxes
Life and health insurance
TOTAL PERSONNEL EXPENSE
OFFICE AND SUPPLIES
Office leases
Telephone
Depreciation
Professional services
Printing and stationery
Postage
General supplies
Taxes, insurance and interest
TOTAL OFFICE AND SUPPLIES EXPENSE
Operations and Development:
Commission expense
Annual dinner expense
Dues and subscriptions
Meetings, conferences and travel
Publicity and promotions expense
Computer processing
Miscellaneous expenses
TOTAL OPERATIONS AND DEVELOPMENT
TOTAL MEMBERSHIP PROGRAM EXPENSE
Total Expenses
Increase in unrestricted net assets
2006 2005 2004 2003 2002
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Industry
Department Stores 4,186 99.92
Financial Services 2,464 97.04
Collection Agencies 1,907 87.00
Mail Order & Catalog Shopping 1,463 93.60
Auto Dealers–New Cars 1,389 84.92
Credit Cards & Plans 1,077 97.79
Furniture–Retail 934 60.00
Insurance Companies 894 82.70
Telephone Companies* 818 92.11
Movers 808 85.13
# of Complaints % of Settled Complaints
TOP INDUSTRIES COMPLAINT ACTIVITY (JANUARY 1–DECEMBER 31, 2006 )
Advertisements Revised
Complaints Closed
Complaints Settled %
Arbitrations
Internet Visits
Total Instances of Service
675
47,623
79%
135
2,952,616
3,001,049
511
41,375
76%
109
2,473,444
2,683,618
622
40,994
79%
102
2,044,896
2,450,091
431
30,015
92%
96
1,685,008
2,137,617
509
28,037
82%
179
915,127
1,891,153
2006 2005 2004 2003 2002
Industry
Movers 56,860
Construction & Remodeling Services 33,467
Roofing Contractors 31,071
Contractors-General 28,980
Mortgages 28,026
Financial Services 27,031
Auto Dealers–New Cars 25,975
Heating & Air Conditioning 25,305
Windows–Installation/Service 20,485
# of Inquiries
TOP INDUSTRIES INQUIRY ACTIVITY (JANUARY 1–DECEMBER 31,2006)
3,000,000
2,500,000
2,000,000
1,500,00
1,000,000
500,000
0
50,000
40,000
30,000
20,000
10,000
0
2006 2002200320042005
1,891,153
3,001,049
2006 2002200320042005
28,037
47,623
TOTAL INSTANCES OF SERVICE TOTAL COMPLAINTS CLOSED
2,137,617 30,015
2,450,091
40,994
*Telephone companies providing actual telephone service
2,683,618
41,375
YEAR IN HIGHLIGHTS
10 Better Business Bureau
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2006 BOARD OF DIRECTORS
2006 Annual Report 11
Irv AbramsWalgreen Company
Billy AbtABT Electronics
Ronald G. AgyptCombined Insurance Company of America
James W. AldrichDelaware Place Bank
Jack ArslanianMiniMoves, Inc.
Ed BachlerNombach Home Exteriors
Brian K. BarkleyAccess One, Inc.
John BelliTru-Link Fence
Shirley BicknellSears Roebuck & Company
Jerry N. BoudreauTransUnion LLC
Joseph J. BredemannBredemann Family of Dealerships
Patricia Davis BrooksApple Vacations
Cathy BushmanTiff any & Company
Jack CalabroDeVry, Inc.
Lawrence J. CarneyAmerican Home Heating Company
Eli CarrilloProtecta Home Loans, Inc.
Charles S. Childs, Jr.A. A. Rayner & Sons
Jerry H. Cizek IIIChicago Automobile Trade Association
Ilene CollinsTh e Apartment People
Douglas Cook Feldco
Nicholas DacanayDiscover Financial Services
Richard Dent First Communications
Kenneth DePaolaChicago Tribune
Steve DezaraLuna Carpet & Blinds, Inc.
Bernie DiMeoDiMeo Company
Rick DowMidas International Corporation
Mark T. DoyleAll My Sons Moving & Storage, Inc.
Leon DreimannSalton, Inc.
Boni FineChicago Sun-Times
Paul FisherDanley Garage World
Russell T. (Wicker) FreemanCoyne American Institute
A. F. (Duff y) GaynorIBM Corporation
Dayle GillettTh e Inland Real Estate Group, Inc.
James Gnoff oAAA Chicago
Patricia GoldenNBC5 Chicago
Edward E. GordonImperial Consulting Corporation
Peter GrandeState Farm Insurance
David P. GutmanMomentum Advantage Partners LLC
Mark D. HerrmannComEd – Division of Exelon)
John H. IdlerABC 7 Chicago
Herbert F. (Corky) Imhoff , Jr.General Employment Enterprises, Inc.
Joann JacksonIntegrated Project Management Co., Inc.
Victor JacobellisRose Productions
Robert F. KastenholzLaSalle National Bank
David KellyR.H. Donnelley
Christopher E. KentraMeckler Bulger & Tilson
Joan KoebernickDakota-K Auto Repair & Tire Center
John J. KozakisAmerican Airlines, Inc.
Israel KushnirGeorge S. May International Company
Gary LangGary Lang Auto Group
Edith LeonianConcession Services, Inc.
Marvin LiebermanArchway Construction Company
Mark A. Lies II, Esq.Seyfarth Shaw LLP
Th omas J. LoughlinHilton Chicago
David W. MaherPublic Interest Registry
Irl H. MarshallFranchise Consulting Services
Howard MedleyMedley’s Moving & Self Storage
Harold (Sandy) MengerPave Man, Inc.
Matthew MessingerBally Total Fitness Corporation
Raymond D. MinkusMinkus & Pearlman Public Relations
Kevin MizeO’Hare Honda, Pontiac, Hyundai
John MoranKPMG LLP
Dale MuellerAamco Transmission Dealers Association
Michael T. NelliganStaubach
Susan OleariHarris Trust and Savings Bank
George OlsenGrant’s Appliance TV & Audio
Bruce O’NealMatthews Roofi ng Company
Larry PerdueBFS Retail & Commercial Operations, LLC
Seymour PerskyParliament Enterprises, Ltd.
John R. PlunkettPlunkett Home Furnishings
Taras R. ProczkoHartmarx Corporation
Allen Rodriguez Charter One Bank
Robert RyanPlumbing Council of Chicagoland
Lauri M. SandersJewel-Osco
Mark ScarpelliRaymond Chevrolet/Olds, Inc.
David J. SchroerHallberg Commercial Insurors, Inc.
Michael G. SchwartzAiroom Architects & Builders
Th omas J. SeebergMarsh USA Inc.
John SmithTower Travel Management Corporation
David SparksSparks Consulting, LLC
Jerry S. StockU.S. Waterproofi ng
Kimberly A. SvobodaCDW, Inc.
Cecil TreadwayTreadway Enterprises
D. Richard WaltersAutomatic Data Processing (ADP)
David M. WestermanLincoln Mercury Chicago Region
James W. WicklanderLake County Press, Inc.
Jerry ZientyJerome A. Zienty & Associates, P.C.
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Boone
Carroll
Cook
DeKalb
DuPage
Grundy
JoDavies
Kane
Kankakee
Kendall
Lake
LaSalle
Lee
McHenry
Ogle
Stephenson
Whiteside
Will
Winnebago
SERVING 8,000,000 PEOPLE IN
19 NORTHERN ILLINOIS COUNTIES.
Better Business Bureau of
Chicago and Northern Illinois, Inc.
330 North Wabash Avenue
Suite 2006
Chicago, Illinois 60611-7621
312.832.0500
24 hours, 7 days a week
Rockford Regional Office
810 East State Street
Rockford, Illinois 61104
815.963.BBB2(2222)
8:00 am–5:00 pm
(Monday-Friday)
www.chicago.bbb.org
REACHING OUT TO THE PUBLIC
Opening the 7th annual Stragetic Planning meeting on May 1st BBB Chair Doris Christopher welcomes the large group of directors for this key eff ort in support of the Bureau.
Th e winners of the 12th annual Integrity Classic were: Jerry Blaseing (left), Christian Agypt, BBB Board Member Ron Agypt, and Bill Ahillen all from Combined Insurance.Permanent trophy donated by the George S. May International Company has the names of all previous winners. Th e individual crystal trophies were presented to the winning Combined Insurance team at the 12th Annual Integrity Classic on July 31.
INTERNET ACTIVITY
The logos you see pictured are to individually identify the programs available only to BBB members. The Reliability Program enables participating members to identify their membership with the Better Business Bureau on their web site. The Privacy Program seal, for use on a company website, is a sign to consumers that the site adheres to high standards of ethical conduct in the collection and use of personally identifiable information. The Membership Identification Program can be used by participating members in marketing materials off-line in northern Illinois.
BBB REGIONAL OFFICE SERVICE NORTHWEST ILLINOIS
The Bureau’s Regional Office in Rockford opened 20 years ago in 1987. Located in downtown Rockford at 810 East State Street is at the top of the state and nearly geographi-cally center of the Bureaus service area. The office serves a cross section of consumers and businesses both urban and rural. Dennis Horton, Director of our Regional Office says “whether they are located in a large urban area like Rockford/Winnebago County with a population over 350,000 or Galena, on the most western edge of the service area, with approx. 3,500 citizens the BBB is available to serve them”. He says “having a regional office also makes it convenient for almost everyone, if the need arises, to come into the Bureau for assistance”. Additionally, he says “as awareness and visibility of the Bureau continues to grow in Rockford we are working toward that same goal for the areas south and west in our service area”.
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