ANNUALREPORT2014

Screened. Approved. Monitored.

The Better Business Bureau Serving Mainland British Columbia

On behalf of everyone at your BBB, I’d like

to thank you for your continued support this

last year, and welcome to those Accredited

Businesses who have joined the BBB

Accredited Community.

I am excited to share some of the highlights

from last year:

We saw a 21% increase over last year of consumers turning to us for information about businesses over 1.7 million times.

This means we continue to be relevant to

consumers.

Our Accredited Services team welcomed 488

new Accredited Business and they reached

out to many of our 3555 Accredited Business

through our courtesy calls. Our Dispute

Resolution team assisted businesses and

consumers to close 7715 complaints of which

1457 were with Accredited Businesses.

Our Marketing team initiated a “Look for

the Logo” advertising campaign that was

composed of media releases, bus shelter

advertising, and tradeshow activity. This

created greater awareness to consumers to

look for the Accredited Business Logo.

Our marketing focus this year will be to

reinforce to consumers why they should

choose an Accredited Business.

Earlier this year, we launched a new design

of the BBB website. One of the many

improvements is that the site includes a

powerful new search function so users can

easily find business information and other

BBB content. The mobile experience has

improved as well.

Another benefit to our Accredited

Businesses is the consistent domain name

that will boost search engine optimization

(SEO). This will help Accredited Businesses

who use the dynamic seal on their own

websites.

I encourage all our Accredited Businesses

to frequently ask your customers. “How did

you find me?”

We have an exciting year ahead of us in

2014 and know that our team is working

hard on planning a number of events

and activities that will provide you with

opportunities to network and promote your

business to both your fellow Accredited

Businesses and to consumers.

Message From The President

DANIELLE PRIMROSEPresident and Chief Executive Officer

Tuesday, May 6, 2014

Venue: Nikkei National Museum & Cultural Centre

BBB 74th Annual General MeetingAgenda

1st Hoarding Clean Up

All Spiced Catering

Build-Pros Construction Ltd.

Can-Am Home Inspection Services Inc.

Changing Places Vancouver

Eco Paving

Fleming Decal & Sign Ltd

Handyman Connection

Hazelmere Industries

Jouta Performance Group Inc.

Kitsilano Websites & Media

Konstantin Photography Inc.

Leading Edge Consulting Inc.

Metrotown Flooring Centre Ltd.

Mills Office Productivity

Natural Light Patio Covers

NLD Consulting - Reserve Fund Advisors

Park’N Fly Vancouver

School is Easy

Snaptech Marketing

Standard Marketing Ltd.

The Home Pros

Zip Courier

Showcase Exhibitors

3:00 PM - 5:00 PM | Registration and ShowcaseAccredited Business showcase opens

5:00 PM - 5:30 PM | Annual General MeetingWelcome note - Danielle Primrose, President of BBBAccredited Business Story - Jesse Grieve, The Home ProsLong-term Accredited Business Recognition

Notice of MeetingQuorumApproval of AgendaMinutes of 2013 AGM MeetingReport from the Board ChairFinancial Statements of 2013Appointment of AuditorsElection of DirectorsAdjournmentRecognition of 2014/2015 Board Directors

5:30 PM - 7:00 PM | Showcase and Freestyle MinglingAccredited Business showcase continues

5 6

We welcomed 491 newly Accredited

Businesses in 2013 for a total of 3558!

OUR ACCREDITED BUSINESSES

3558

The number of Accredited Businesses

that participated in BBB programs!1050

Accredited Businesses using the BBB

online seal!2368

2013 Courtesy Call Statistics

9-10

454

65%

7-8

236

34%

6 or less

14

2%

AB Ratings per category

Percentage

Overall Accreditation Value of BBB“How would you rate the value of your accreditation out of 10?“

1570 inquiry calls were made to our Accredited Businesses over 11 months (50% of total Accredited Businesses). We were able to reach 700 of them.

Below are the ratings breakdown given by the contacted Accredited business about our organization’s overall value to their business:

Gwen Ford, your Business Relations Consultant,

will tell you everything you need to know about

maximizing the benefits of your BBB accreditation.

7

The Better Business Bureau Vision

An ethical marketplace where buyers and sellers can trust each other.

CONSUMER SERVICES

Your BBB Accreditation is supporting the advancement

of ethics by sponsoring our consumer services, and

by committing to make a good faith effort to resolve

disputes through self-regulation.

8

Advertising Review114 Advertising Reviews were completed (48% increase from 2012).

Investigations

46 investigations on companies that were considered suspicious.

Dispute Resolution7653 Complaints were closed.

Only 18% complaints were from Accredited Businesses.

Resolution rate of Accredited Businesses

Non-Accredited Business Resolution Rate

100% 65%

9

Last year, we received 1.7 million instances of services.

There were 1.6 million inquiries, a 21.3% increase from 2012.

We had 1,164,177 unique visitors on the BBB website.

66.5% of our total website hits are new visitors!

Unique website visits in 2013

774, 177 of our unique website hits are new visitors last year.

66.5%

CONSUMER WEBSITE STATS

10

11

78Radio Interviews

30Press Releases

65TV Interviews

87Newspaper Articles

BBB IN THE MEDIA

Danielle Primrose, BBB President, speaking to the media about the 2013 Top 10 Scams.

12

“LOOK FOR THE LOGO” CAMPAIGN

Bus Shelter Advertising

Purpose of the Campaigns

To create brand awareness and brand exposure

Encourage consumers to look for BBB Accredited Businesses when searching for a business to trust

Draws consumers to our website

Bus Wrap Advertising

Reach: 2.75 million impressions

Reach: Spring & Fall campaigns15 and 10 faces, respectively

5 weeks each

13

Better Business, Better Community

This year’s Torch Awards showcased how good business practice can help to build better communities. BBB introduced the first Community Excellence Torch Award to specially recognize businesses that blend financial success with a strong commitment to positive community impact.

In honour of the Community Excellence Award, BBB invited Brian Postlewait, BIV’s 2011 Top Forty CEO Under 40 and Executive Director/CEO of Mission Possible to share about the value of community work. He inspired us all with his unique entrepreneurial story and his “secret sauce” recipe for finding meaning in work.

The Torch Awards are a symbol of a company’s commitment to

honesty and integrity toward customers, employees, shareholders

and the community. It is the highest achievement the BBB awards

to businesses.

The Torch Awards is the BBB’s most celebrated event of the year

and recognizes local businesses that substantiate exceedingly

high ethical practices through an in-depth application process.

Recipients for the 2013 Torch Awards were announced on October

24, 2013 at the Four Seasons Hotel Vancouver.

2013 TORCH AWARDS

14

Marketplace Excellence Award

The Marketplace Excellence Award is presented to a business in

recognition of its superior commitment to exceptional standards to

its customers, stakeholders and community.

Marketplace Excellence Award – Large Category

Brighter Mechanical Ltd. is a Richmond-based re-piping company, in business for 25 years which demonstrated excellent management practices, customer service responsiveness and clear and transparent pricing.

Marketplace Excellence Award – Medium Business Category

Mira Floors and Interiors is a Surrey-based flooring, window coverings company since 2002 that uses a Net Promoter score to evaluate their customer service experience by determining how likely a customer will refer their company to others.

15

Green Award

The Green Award is given to a business that blends financial success

with a strong commitment to positive environmental outcomes.

Marketplace Excellence Award – Small Business Category

Excalibur Electric Ltd. is based in Mission, B.C. since 2002 offering electrical services since 2002 and being involved in their community educating children about how to be safe around electricity.

2013 Recipient for the Green Award

Green Coast Rubbish Inc. is a junk removal and recycling company from North Vancouver, who, since 2010 significantly reduced their carbon footprint and diverted waste, while donating goods and materials to various non-profit organizations.

16

Community Excellence Award – Small Category

Megaphone (Street Corner Media Foundation) is a Vancouver based publisher of Megaphone, a magazine focused on homelessness and low income issues, sold on the streets of Vancouver by homeless and low-income vendors while also offering writing and employment workshops.

Community Award

The Community Award is given to a business that blends financial

success with a strong commitment to positive community impacts.

Community Excellence Award – Large Category

Hollyburn Properties Ltd. is a West-Vancouver based property management and investment company which has supported multiple community partnerships since its incorporation in 1974.

1817

Thank you to our 2013 Torch Awards sponsors!

Platinum Category Award Sponsor

Gold Event Sponsors

Media Sponsors

Silver Event Sponsors

Taurus Security GroupMinuteman Press Tri-Cities

Silver Bullet Shredding

Time: May 14, 2013

Venue: Trev Deeley Motorcycle Exhibition (Vancouver, BC)

MINUTES OF THE 73RDANNUAL GENERAL MEETING

1. The Chairperson for the meeting was Barry Sharp, Chairperson of the Better Business Bureau of Mainland BC. The Chairperson called the meeting to order and welcomed members to the 73rd Annual General Meeting of the Better Business Bureau of Mainland BC.

2. In accordance with the By-Laws of the Better Business Bureau of Mainland BC, the Notice of the Annual General Meeting had been sent to all members by either phone or email.

3. The Chairperson asked for confirmation that a quorum (15 members) was present at the meeting and Danielle Primrose, President of the Better Business BBB of Mainland BC declared the meeting properly constituted.4. The Chairperson noted that the minutes of the 2012 Annual General Meeting had been

circulated.

MOTION: THAT the minutes of the 2012 AGM held on May 15, 2012 be approved.

MOVED (B. JUNG) AND SECONDED (M. O’SULLIVAN-ANDERSON) CARRIED

5. There was no business arising from these minutes.

6. The Chairperson then presented his annual report on the affairs of the society for the last year.

MOTION: THAT the Chairperson’s report for the Directors be accepted.

MOVED (B. JUNG) AND SECONDED (L. MATTHEWS) CARRIED

7. MOTION: THAT all acts, deeds and things done by and the proceedings of Directors

and Officers of the Better Business Bureau of Mainland BC on its behalf since the last

AGM of the Better Business Bureau of Mainland BC held on May 15, 2012 be ratified,

confirmed and approved.

MOVER (B. JUNG) AND SECONDED (L. DEWITT) CARRIED

8. The Chairperson then on behalf of the treasurer presented the audited financialstatements for the year ended December 31, 2012. Barry noted that copies of theaudited financial statements were circulated at the meeting.

9. Barry asked if there were any questions. As there were no questions pertainingthereto,

MOTION: THAT the financial statements be accepted as presented.

MOVED (B. JUNG) AND SECONDED (M. O’SULLIVAN - ANDERSON) CARRIED

19

MINUTES OF THE 73RDANNUAL GENERAL MEETING

10. The Chairperson then called a motion to appoint the Auditors

MOTION: THAT the firm of Wolrige Mahon LLP, Chartered Accountants, be

appointed as auditor of the Better Business Bureau of Mainland BC for the fiscal

year ending December 31st, 2013 at a fee to be set by the Board of Directors.

MOVED (B. JUNG) AND SECONDED (L. DEWITT) CARRIED

12. The Chairperson then called Lindsay Matthews, Chairperson of the Nominations & Governance Committee to present the following slate of nominees for election to the Board and asked each nominee to rise as his/her name was called:Dean Carman – The Garage Door DepotRay Salama – Atticus Financial Group

The Chairperson called for nominations from the floor three times. There being none,

MOTION: THAT the nominations are closed and the slate of Board of Directors be

approved as presented.

MOVED (B. SHARP) AND SECONDED (B. JUNG) CARRIED

13. The Chairperson then asked if there was any other business which the members wished to discuss. There being no further business, the Chairperson thanked the Board Members for their help and co-operation in the past year and expressed appreciation to the members

and friends of the Better Business Bureau of Mainland BC for attending the AGM.

14. Danielle Primrose introduced the 2013-2014 Board of Directors

Board Members

Board of Governors

Board Advisors

15. The meeting was then adjourned at 4:20 pm.

BARRY SHARP, AMA MANAGEMENTLINDSAY MATTHEWS, ICBCCORI MAEDEL, JOUTA GROUPBOB VINCENT, BRIGHTER MECHANICALMIA JOHNSON, KITS MEDIALEN DEWIT, CROWN ROOFINGDALE STEEVES – TELUS

MARY O’SULLIVAN-ANDERSON, WILLIAMSMIKE KARAMANIAN – DIGITECH RENEWABLE PRINTER CARTRIDGESGARY HUTTON, PACIFIC NEWSPAPER GROUPCHRISTY CLOW – MOMENTOUS IMPRESSIONSRAY SALAMA – ATTICUS FINANCIAL GROUPDEAN CARMAN – THE GARAGE DOOR DEPOTBAILEY JUNG, SILVER BULLET SHREDDING

JOHN FRISWELL, CCI RENOVATIONSELAINE HAY, CAMPBELL EDGAR INC.TOM SIBA, BUSINESS IN VANCOUVER

JOHN VICKERSTAFF, NETWORK BONDING & INSURANCE SERVICESDAVID CRAWFORD, EDGEMONT MOVING & STORAGE

DOUG HOPKINS – BOUGHTON LAW CORPORATION – LEGAL COUNSELJOE CHU – VANCOUVER POLICE DEPARTMENT (LAW ENFORCEMENT – FRAUD)

20

2013 AUDITOR’SFINANCIAL REPORT

20

21 22

23 24

25 26

27 28

29 30

Thank You To Our Long-Term BBB Accredited Businesses!

75 Years as an Accredited Business

Jordans

50 Years as an Accredited Business

Clarkdale Motors Ltd

Kendor Textiles Ltd

Lance Bissett Ltd

A B C Renovations Restorations Ltd.

Allied Plumbing & Heating Ltd.

Als R V Parts & Service Ltd.

Amco Appliance Service Ltd.

AmeriSpec Inspection Services

Andy’s Appliance & Refrigeration

Arc Roofing & Waterproofing Systems Corp.

Astra International Moving & Shipping Inc.

Atlas Meridian Glassworks Inc.

Barwick Painting

Basement Systems Vancouver Inc.

Blue Star Motors

Bob’s Driveline Service Ltd.

Bordignon Marble & Granite Ltd.

Bright Star Plumbing & Heating Supply Ltd.

Broadway Moving Ltd.

15 Years as an Accredited Business

Burnaby Garburator Services

C.A.C Construction Ltd.

Carats

Cedar Ridge Tree Care

Coast Gas Fireplace Repair

D & L Vinyl Windows & Exteriors

Deep Cove Landscaping Ltd.

DNA Fire Doctors Inc.

Dominion Power Washing Inc.

Downtown Suites Ltd.

E-CARD ID Products Ltd.

Eagle Professional Resources Inc.

EPS Westcoast Construction Ltd.

Excel Electronics Sales & Service

Exclusive Floors Ltd.

Fast Trac Excavating, Contracting,Snow Removal & Salting Services

Gold Key Langley Volkswagen

H S Moving Services

Invis

K Cs Plumbing & Heating

Kelowna Chamber Of Commerce

Key West Ford Sales Ltd.

Kirkland Metal Shop Ltd.

Knights Insulation Ltd.

Maple Ridge Funeral Chapel & Crematorium

McDonalds Restaurants Of Canada Ltd.

Memorial Society Of BC

MHE Building & Renovations

Midland Wood Products Ltd.

Mostly Music

North Star Mechanical Ltd.

Oakridge Tree Service Ltd.

One Stop Mortgage Corp.

Papa Plumbing, Heating & Drainage

Ltd.

Premier Bathrooms Canada Ltd.

Prostar Painting & Restoration Ltd.

Remdal Painting & Restoration Inc.

Shadow Investigations Ltd.

T N C Restoration Ltd.

Taves Roofing Ltd.

Tri Bros General Contractors Inc.

Tri-Cities Chamber Of Commerce

Valley Laser Eye Centre Inc.

Van-Bel Construction

Vancouver Institute Of Media Arts

15 Years as an Accredited Business (Continued)

31 32

It has been a great honour to serve as Board Chair of the Better Business Bureau during the past year. Working with a talented, dedicated Board and a strong management team, we can be proud of our many accomplishments. I want to take this opportunity to reflect on a few of the past year’s highlights. Several new Directors joined our Board.

Their skills, experience, and leadership will greatly enhance an already strong Board. 2013 also witnessed a strong year financially at the BBB. New initiatives to grow non due revenues such as Video Banner Ads and Co-Op Advertising contributed to stronger financial results. Looking ahead, we will continue to explore new markets and opportunities, and strengthen relationships with all of our stakeholders.

The Better Business Bureau has a strong and proud history. To ensure that our future remains bright, we will need to ensure we continue to deliver value to our existing BBB Accredited Businesses. We have strong leaders ready to take the reins from me as I conclude my term as Board Chair. Thank you for giving me the privilege to serve you.

BAILEY JUNGBoard Chair

MESSAGE FROM THE CHAIR NOTES

Your BBB team is ready to serve you.Just give us a call!

Better Business Bureau Serving Mainland British ColumbiaSuite 404-788 Beatty Street

Vancouver, B.C. V6B 2M1www.bbb.org/mbc

Email: mybbb@mbc.bbb.orgPhone: 604-681-0312

Toll-Free: 1-888-803-1222