march06 4:00-6pm < BBB Networking Mixer >

12 12:00 noon < Torch Awards Entry Workshop >

26 12:00 noon < Torch Awards Entry Workshop >

april09 12:00 noon < Torch Awards Entry Workshop >

23 12:00 noon < Torch Awards Entry Workshop >

may01 4:00-6pm < BBB Networking Mixer >

07 12:00 noon < Torch Awards Entry Workshop >

21 12:00 noon < Torch Awards Entry Workshop >

june05 11:30am < Gerry Wilson Golf Classic, Maderas Golf Club >

11 12:00 noon < Torch Awards Entry Workshop >

25 12:00 noon < Torch Awards Entry Workshop >

july09 12:00 noon < Torch Awards Entry Workshop >

10 4:00-6pm < BBB Networking Mixer >

23 12:00 noon < Torch Awards Entry Workshop >

august06 12:00 noon < Torch Awards Entry Workshop >

september11 4:00-6pm < BBB Networking Mixer >

november06 4:00-6pm < BBB Networking Mixer >

december < Torch Awards for Marketplace Ethics Award Luncheon >

:: 2014 AT A GLANCE

BETTER BUSINESS BUREAU4747 VIEWRIDGE AVENUE, SUITE 200SAN DIEGO, CA 92123

858.637.6199 bbb.org

PRSRT STDU.S. Postage

PAIDPermit No. 751San Diego, CA

Your BBB’s social networking presence continues to grow.

We are now active on Facebook, Twitter, LinkedIn,

YouTube and Pinterest, and we want to be in your network!

Check out event invitations and photos on our Facebook

page and follow us on Twitter for daily scam notices and

news articles. Subscribe to our YouTube channel for access

to all of our recent news segments, TV spots, and “how-to”

videos. Also, meet fellow Accredited Businesses via the

San Diego BBB LinkedIn group where you can share ideas

and start discussions.

:: STAY CONNECTED with ACCREDITED BUSINESSES AND YOUR BBB!

:: 2013 Annual Report :: BBB SERVING SAN DIEGO, ORANGE AND IMPERIAL COUNTIES

Growing Together

THE 17TH ANNUAL GERRY WILSON GOLF CLASSICA “hole lotta fun” 2013’s Golf Classic at the Maderas golf club ushered in golfers from all over the county. Thousands of dollars were raised to keep the BBB Foundation’s mission alive.

2013 TORCH AWARDS FOR MARKETPLACE ETHICSThis year, 13 businesses were honored at a luncheon that over 350 San Diegans attended. Ethical business conduct and integrity were celebrated, as usual.

BBB B2B MIXERSSix mixers were held this year at locations across the county. Participants enjoyed food, drink and the company of like-minded top executives.

BBB STUDENT AMBASSADOR PROGRAMJunior and senior high school students delivered “smart consumer” information to their peers. Over 1,200 students were reached in the duration of this program.

BBB MILITARY LINE PROGRAMIn 2013, your BBB presented consumer information and advice to military personnel in over 30 presentations.

BBB DIRECTORY OF ACCREDITED BUSINESSES Another successful year as over 600,000 directories were delivered to single-family homes in San Diego county.

MARKETING PROGRAM FOR ACCREDITED BUSINESSES The co-op program expanded in 2013, allowing Accredited Businesses to take advantage of advertising across radio, TV, magazine, newspaper and online, as well as new, unique opportunities with Pandora and CBS Outdoor.

FAMOUS FACESThis co-op advertising campaign was revamped in 2013 and experienced revitalized success by all 10 participating companies. Famous Faces appeared in television commercials throughout the year in support of the BBB and their respective businesses.

:: 2013 HIGHLIGHTS

:: HERE WE GROW AGAIN

Your BBB saw many changes in 2013: the introduction of new benefi ts, expansion of existing programs and events, and the addition of the Orange County market and its Accredited Businesses! While we are now BBB serving San Diego, Orange and Imperial Counties, your benefi ts, member services and accreditation will remain at the highest standard our San Diego businesses have come to expect. Not only will this expansion strengthen your BBB, but we believe it will provide your business with the opportunity to grow with us. We are looking forward to developing programs, offering benefi ts and servicing the Orange County area and appreciate your business’ support!

Your BBB saw many changes in 2013: the introduction of new benefi ts, expansion of existing programs and events, and the addition of the Orange County market and its Accredited Businesses! While we are now BBB serving San Diego, Orange and Imperial Counties, your benefi ts, member services and accreditation will remain at the highest standard our San Diego businesses have come to expect. Not only will this expansion strengthen your BBB, but we believe it will provide your business with the opportunity to grow with us. We are looking forward to developing programs, offering benefi ts

Alexa, a reputed website ranking

service, lists bbb.org

as the 350th most powerful

website in the U.S.

“

”

We witnessed much in 2013.

Russia weathered an asteroid

strike. Manti Te’o, before helping

carry the Chargers to the playo� s,

revealed he had a girlfriend who

happened to be less than existent.

And San Diego’s mayor…well, we

all know what happened there.

While business in San Diego was

not without challenge in 2013, our

Accredited Businesses, like yours,

are surviving and, in many cases,

thriving.

I’m pleased to welcome you

and your local business to 2014!

This will be a year that I hope

brings growth, success and the

advancement of marketplace

ethics in San Diego. The sun shines

bright here and so do all of our

Accredited Businesses.

In 2013, BBB San Diego reached a

number of milestones and made

improvements that we hope will

help your business fl ourish in 2014

and for years to come. We added

additional opportunities for you to

co-brand your company with the

BBB logo. In additional to decals

and plaques, online seals and

QR codes, we now o� er our

Accredited Businesses window

clings with the BBB logo as well

as up to 500 businesses cards

that feature company information

and the BBB accreditation logo.

Last year, your BBB also grew

from BBB of San Diego and

Imperial Counties to BBB

serving San Diego, Orange and

Imperial Counties. What does

this expansion mean for you and

your accreditation through BBB?

BBB will still provide the same

top-notch service to our

Accredited Businesses, continue

to develop and enhance the value

of membership in our organization,

but will be able to reach and assist

more consumers, while creating

better businesses across Southern

California.

We are excited to embark on

this journey with all of our

Accredited Businesses. We hope

that our expansion will provide

you will more benefi ts, more

opportunities and more leverage

with the consumer communities

in Southern California. This year,

we plan to launch a brand new

website, which will make it easier

for consumers to use and utilize

in their search for a trustworthy

company and pre-purchase

information. We will also carry on

the great services that we hope

you have come to enjoy and

expect from our organization.

We will continue our bi-monthly

networking mixers that we

o� er to you free of charge,

our popular Request A Quote

and BBB Sponsored Website

programs will remain a

complimentary benefi t as well.

This year, I encourage you to

consider trying out a new benefi t

of your accreditation. Perhaps

our BBB Torch Awards, which

will enjoy its 17th prestigious

year in the San Diego business

community. We think each and

every one of our Accredited

Businesses should consider

entering their company in the

marketplace ethics competition,

and we hold workshops

throughout the Spring and

Summer to help fi rst, second,

even tenth time entrants through

the process.

We look forward to your sustained

success in 2014! It is our goal

to help our valued Accredited

Businesses reach as many people

as possible, and our benefi ts and

services are a great mechanism for

you to continue maximizing the

value of your BBB accreditation.

We are so proud of the work you

do in our community, and we know

that, together, we can continue

to lead the way in and grow the

prevalence of ethical, trustworthy

business practices.

Sincerely,

Sheryl Reichert, President & CEO

:: BY THE NUMBERS (JANUARY TO DECEMBER 2013)

< DISPUTE RESOLUTION > This free service helps you resolve complaints quickly through binding arbitration or non-binding mediation services. Save costly legal fees and your valuable time.

< BBB ONLINE & SEARCH ENGINE OPTIMIZATION > Add the special encrypted BBB Online seal to your website. The logo links to your Business Review so consumers can “click to check” with trust. Linking to bbb.org through the seal helps improve your overall Google organic searches.

< REQUEST A QUOTE > This lead-generating program exclusively for Accredited Businesses means new business for you. Consumers request information or a specifi c job quote via bbb.org, and we send those inquiries directly to the email address you provided.

< ACCREDITATION WORKSHOPS > In 2013, your BBB began hosting Accreditation Workshops to assist Accredited Businesses in maximizing their BBB benefi ts. Also a networking opportunity, those in attendance were encouraged to get to know their BBB sta� and fellow Accredited Businesses!

< INTERACTIVE BUSINESS REVIEWS > Upload photos and videos; include maps and directions, details on products and services, hours of operation, service areas, and much more. We deliver nearly 5,000 company reports a day, 24-hours a day, 7-days a week, via our Consumer Help Line and at bbb.org.

< BUSINESS LOGIN PAGE > Update company information, fi nd out about the latest BBB events, pay your invoice, and access seals and logos for your website and advertising materials.

INSTANCES OF SERVICE

Business Review Requests2,237,585

BBB Online Seal Clicks186,038

Filed Complaints15,163

Arbitration Hearings 57

Request A Quotes Sent4,449

Visits to BBB Website1,940,497

Number of Accredited Businesses

6,741

TOP 10 INQUIRIESConstruction & Remodeling Services

leads top inquiries for the 6th consecutive year.

1. Construction & Remodeling Services (87,836)

2. Financial Services (58,968)

3. Health Clubs (51,382)

4. Plumbers (41,712)

5. Auto Repair & Service (33,201)

6. Mortgage Brokers (28,888)

7. Collection Agencies (28,071)

8. Landscape Contractors (27,832)

9. Roofing Contractors (27,244)

10. Heating & Air Conditioning (27,116)

TOP 10 COMPLAINTSCell Phone Service & Supplies

leads top complaints for the 5th consecutive year.

1. Cellular Phone Service & Supplies (1,115)

2. Financial Services (971)

3. Internet Services (671)

4. Health Clubs (382)

5. Auto Dealers – New (305)

6. Furniture – Retail (280)

7. Florists – Retail (217)

8. Health & Diet Products (189)

9. Canvas Goods (186)

10. Auto Repair (185)

...............................................NUMBER OF REQUESTS.............................................

BUSINESS REVIEW REQUESTS

2011

2012

2013

0 600,000 1,200,000 1,800,000

BBB DIRECTORIES OF ACCREDITED BUSINESSES DISTRIBUTED IN 2013

:: YOUR BENEFITS AS A BBB ACCREDITED BUSINESS

BBB ACCREDITED BUSINESS,

< BBB SPONSORED WEBSITES > This service helps Accredited Businesses build a web presence free of charge. Your BBB Sponsored Site includes your company’s information, logo, pictures, video and the BBB seal.

< DIRECTORY OF ACCREDITED BUSINESSES > While 600,000 directories are distributed annually to single family homes and retail locations across San Diego annually, this information is also easily accessible at bbb.org. Visiting the listings online provides access to Accredited Businesses, their ratings, business reviews, the request-a-quote feature and more.

< BBB BRANDED BUSINESS CARDS >

Accreditations Revoked

For every new members business was

denied/revoked BBB Accreditation

reviews on BBB website

This free service produces 500 free BBB-Branded Business Cards per year of accreditation and ships them directly to you. The cards include your essential business information, your logo, the BBB logo and the number of years accredited.