Periodicals

Postage

PAID

Des Moines, IA

The BBB Member Newsline(USPS 112-950) is published monthly exceptJune-July/Nov.-Dec. by the Better Business Bureau 505 5th Avenue, Suite 950Des Moines, IA 50309

Subscription rate:$10.00/yr. to members.Periodicals postage paid atDes Moines, Iowa.

Postmaster: Send addresschanges to:

BBB Member Newsline,Better Business Bureau 505 5th Avenue, Suite 950Des Moines, IA 50309

MEMBERGreater IowaQuad Cities

Siouxland Region

MEMBERGreater IowaQuad Cities

Siouxland Region

Long on Generosity, butShort on Cash? Don’t Letthe Economy Curb your

Giving Impulses

Special Thanks toThose Who Servedon the Boards ofthe BBB in 2004

2004 Better BusinessBureau Integrity Award

Winners Honored

Why Are Cell Phones theTop Ten Complaints

Nationwide?

The Good theBad and the

Complimentary

...serving Greater Iowa, Quad Cities, and Siouxland Region

November/December 2004 Vol. 25 No. 10

Thank You to Our Sponsors

At the BBB, we are constantly seeking

ways to add greater value for our members.

One way is by creating and distributing a

first-class newsletter,filled with informative articles

and tips to help your company make smart, ethical business decisions.

The BBB thanks our Member Newsline sponsors

for their contribution in bringing this value

to all members.

For more information on how your company can

become a Member Newslinesponsor, call 515-243-5027.

MEMBERGreater IowaQuad Cities

Siouxland Region

net

BBB Wise GivingAlliance Suggests“Alternative” GivingPossibilitiesMany charities are counting on thegenerosity of the holiday season tobring in a significant portion of theircontributions revenue, despite a slowlyrecovering economy. If you’re not ableto give as much as you would like thisyear, you may wish to consider“alternative” giving possibilities. And,you’ll definitely want to ensure that

your donation, no matter how big orsmall, does the greatest good.

“The current economy may put the biteon both donors and charities atprecisely the moment whencontributions and the ‘safety net’provided by charities are needed themost,” said Madeline Storey, VicePresident of the Better BusinessBureau, “Those able to give shouldtake extra care to make sure that theirdollars end up in the hands of wellmanaged charities. Those who are notable to donate cash should explorecreative ‘alternative’ givingopportunities.”

The BBB Wise Giving Allianceemphasizes that whether donating cash,goods, or services, donors shouldcheck out charities before theycontribute.

“Even if you scale back yourcontribution, it is no less imperativethat you take prudent steps to makecertain the charity is worthy of support.The BBB Wise Giving Alliance offersdetailed reports on hundreds ofnational charities, and donors cancontact their Better Business Bureaufor information on local and regionalcharities,” Storey stated.

The BBB Wise Giving Alliance offersthe following tips for donors interestedin making their contributions count thisholiday season.

Long on Generosity, but Short onCash? Don’t Let the EconomyCurb your Giving Impulses

continued on page 3

1. DO A LITTLE “DETECTIVEWORK.” Researching the charitybefore hand can help avoid dollarsbeing siphoned off by poorlymanaged charities in a period ofgreatest need. Visit BBB’s www.give.org web site for giving tips and free access to detailed Alliancereports on national charities thatspecify which charities meet or do not meet the Alliance’scomprehensive charity standards.During 2003, individuals visitedgive.org over 2 million times to viewan Alliance national charity report.

2. CONSIDER DONATING TOYS,FOOD OR OTHER ITEMS. Manycommunity charities are seekingdonations of food, toys, clothing orother items during the holidayseason. Consider contacting acharity to find out what donateditems it needs, if your cash is tightthis time of year. The latest editionof the BBB Wise Giving Guidequarterly magazine features a coverstory on Food Donation Programsand includes a summary of thelatest evaluation results of theAlliance’s national charityevaluations in relation to itscomprehensive standards. Toreceive a complimentary copy, callus at the Bureau at our memberhotline: 515-243-5027.

3. DONATING YOUR CAR,BEFORE THE 2005 TAX RULECHANGES. Upcoming 2005changes in the tax rules for cardonations will, in many cases,result in lower charitabledeductions for such gifts. As aresult, donating a car before theend of 2004 may present anotheralternative giving option. Bemindful, however, to check out thecharity’s activities and also find out

how it will benefit from thedonation of your car. In somecases, the charity may receive a flat amount ($100 per vehicle) or a small percentage of the re-sale of the car. For additional car donation tips go towww.give.org/tips/usedcar.asp.

4. VOLUNTEERING YOUR TIME.Volunteering your time can bepersonally rewarding and just asimportant to the charity as a cashcontribution. Nevertheless, it iswise for potential volunteers to findout more about the charity beforemaking a commitment.Volunteering needs not involvedirectly assisting those in need(such as ladling the soup at thehomeless shelter). Assisting thecharity with office activities orother needed tasks can be just ashelpful. While the value of yourtime is not deductible, some out-of-pocket expenses directly related tovolunteering (such as transportationcosts) might be deductible.

5. IS THE CHARITY REGISTEREDTO SOLICIT? Whether thesolicitation is by mail, phone, in-person, or through coincanisters, charities are usuallyrequired to file information withgovernment agencies. About 40states require charities to registerwith a government agency. You cancontact these agencies for availableinformation about the charity andto verify if the organization isappropriately registered.

6. CAUSE-RELATEDPROMOTIONS. During theholidays you will seeadvertisements announcing that thepurchase of certain items in retailstores will benefit a specifiedcause. Such purchases presentanother option for helping charities

during the holidays. One of theAlliance’s charity standardsrecommends, however, that youlook for a disclosure that indicatesthe actual or estimated amount ofthe purchase that will go to thespecified charity. In most cases,this will be less than 10% of theprice.

7. DOES THE CHARITY MEETALLIANCE STANDARDS? TheBBB Wise Giving Alliance’sStandards for CharityAccountability go beyond what thelaw requires of charities andaddress issues such as charityfinances, governance, charityeffectiveness, fund raising anddonor privacy. Visit give.org tolearn more about these criteria. Ifthe soliciting organization is anational charity that is not alreadythe subject of an Alliance report,encourage them to visit give.organd voluntarily participate in theAlliance’s evaluation process. TheAlliance does not charge charitiesfor its evaluations and the resultantreports are free to the public.

A final suggestion: if you can’t givethis holiday season, make plans to doso next year. “Honest charities willwelcome your donation next month,next year, or whenever you are able tocontribute,” Storey advised.

The BBB Wise Giving Alliance wasformed through the merger of theNational Charities Information Bureauand the Council of Better BusinessBureaus’ Foundation, which housed thePhilanthropic Advisory Service. TheAlliance produces reports on the most-asked-about national charities andspecifies if they meet the BBBStandards for Charity Accountability.These Standards address, among otherthings, charity financial, governance,and fund raising issues.

MEMBER NEWSLINE 3

HappyHolidaysfrom thestaff here atyour BBB!This is an excitingtime of year for us.We have justrecognized

outstanding companies and studentswho are examples of integrity. Weare ending our fiscal year on arecord high. And, we are busyhelping businesses and consumers atthis time of year when themarketplace is so busy.

We also have a few more successstories that you might have readabout:

First, for years your BBB has beenencouraging our members andconsumers around the state tocontact the Bureau when contactedby questionable charities. Over thepast few years, we have issued anumber of warnings to our membersabout Police and Fire Charities thatprey on vulnerable citizens.

These warnings and requests haveresulted in countless storiesregarding questionable tactics,pressure, and in many cases, outrightlies regarding alleged previoussupport.

The good news is that the AttorneyGeneral in Iowa has developed abody of evidence to shut-down oneof the large players in our servicearea. A District Court Judge issuedan injunction prohibiting the phonycharities from making calls toIowans.

The group is “American DeputySheriffs Association and PublicAwareness Inc.” They claim to solicit

donations to pay for bulletproofvests and other equipment and tohelp families of slain officers.

But court documents reveal that only$3,900 of the $987,586 raised wasspent to help Iowa officers.Incredibly, the lawsuit notes thatonly 4% of the $28 million raisedbetween 1998 and 2004 was spenton programs.

Your vigilance and communicationon these frauds work. Keep it up.

Second, a Des Moines area TVstation has given much coverage to acontractor who deceived dozens ofhomeowners. It is the very kind offraud that the Bureau works toeliminate. Again, the AttorneyGeneral is using his legal powers tofurther address the problems. YourBBB is proud that Epic Homes’membership in the Bureau wasREVOKED, over six months ago asa result of the complaints they failedto resolve to our satisfaction. Thefile was forwarded to the AttorneyGeneral at that time. Now, the workthat consumers began over a yearago will be resolved. While we arefrustrated to see good folksscammed, we are happy the BBBsystem is working.

2005 promises to be a banner yearfor your Bureau. I am convinced thatmembership in the Bureau is morevaluable than ever. With technology,information, and an expandingmarketplace, those who wish todeceive or take advantage of us willall have more opportunities. We willpromote the good businesses thatcontribute to our mission, and workto eliminate those who wish to harmus.

Have a very happy holiday season.

Chris

President’s Message Special thanksto those whoserved on theBoards of theBBB in 2004:

2 NOVEMBER/DECEMBER 2004

continued from page 1

Long on Generosity, but Short on Cash? Don’t Letthe Economy Curb your Giving Impulses (cont.)

The Board of DirectorsMary Bussone, Chair

Grant BellTom BoesenTom Coates

B.J. DoMichael EggleyWarren Erickson

Theresa GranthamDavid Hearn

Joyce HoffmanMark Iles

Toby JosephJerry Knoll

Greg LaMairRobert LawlerMichael Lynch

George MilliganTed Oberlander

Denis RoyMaureen Sammon

David SinnwellMichael Stanbrough

Harry StrongMichael Tousley

Paul Tyler, Vice ChairEd Walsh

David WickmanRich WillisTeri Wood

Sumner WorthJim Zahnd

Quad City Advisory Board of Governors

Bill CleaverDavid Cribbs

Kathy DeBoeufMaggie DeLaney

Beth EischeidJim Evans, Vice Chair

Sherry FreeseGretta Knight

Ron IossiCharlie Jones, Chair

Robert KrohnMary LagerbladeCraig Meincke

Anne MolyneauxRichard SexsonDana Wilkinson

MEMBER NEWSLINE 5

Happy Anniversary Happy AnniversaryThe following businesses reaffirmed their dedication and pride in their commitment to fair, honest, and good business practices byrecently renewing their BBB membership. The BBB appreciates their generous and vital support.

4 NOVEMBER/DECEMBER 2004

50+ YearsBank of AmericaHamilton’s Funeral And

After Life ServicesGilcrest-Jewett Lumber Principal Financial GroupWright Tree Service Crescent Chevrolet

25-49 YearsCapitol Cab and Yellow Cab Iowa Roofing Waterloo Chamber

of CommerceFreeman Decorating Charlie Zook MotorsDavis Brown Koehn

Shors & RobertsDahl’s Foods #1034Bud Mulcahy’s Jeep Morrisseys Fine JewelryPrince Manufacturing

10-24 YearsDes Moines Lock Service Goodwin Tucker GroupZimmerman Pontiac

Cadillac Olds HondaR M Madden ConstructionBayliff Construction Deere Harvester

Credit UnionBrooks-Lussem Insurance Gemini Concepts Marlin’s Heating and

Air ConditioningSwimming Pool Supply All American Turf Beauty Wyckoff IndustriesC R Recycling IncorporatedCedar Rapids

Welding Supply Contract Exchange

CorporationSecurity LocksmithsTown & Country Home

Improvement Company

A B C Supply Company Peterson Roofing &

Home ImprovementUnited Services by

R G IossiAlliance Realty CompanyHorn’s Used Parts & Cars Iowa-American Water Ken Petersen Builders IncPolk County Heating

& CoolingRiverbend Roofing Sioux City Gospel MissionSiouxland Federal

Credit UnionKohles & Bach Heating

& CoolingBort Auto BodyMarsh Affinity

Group ServicesCohen Furniture Modern Woodmen

of AmericaThe C B E Group Wasker Dorr Wimmer

and Marcouiller All Pro ServicenterBattery CenterBi-State TelesourceKeith’s Sanitation Service Mitchell TransmissionNetzel ConstructionParagon Commercial

Interiors Quad City Blind FactoryVoss Bros Plumbing

& HeatingAllstate Gutter Beames Welding & Repair Dolan Development CoJoe’s Heating & CoolingL & L Guttering Service Lite FormNipp’s Machine Shop Planners Professional

ServicesQuad City Stanley Steemer

Telco Triad CommunityCredit Union

5-9 YearsAbbey Carpet GalleryAmerican Building CentersBeckwith Commercial

Roofing Beltmann North American Hughes Business Telephone

Sales & Service Johnson Controls Kitchen Consultants Mary Miller AccountingModern Piping New Shine Reference AudioVideoRoy’s Upholstery ShopAgee PaintingAhler’s Home ImprovementsAnderson Contracting Ed Ware’s Appliances J D Byrider/CNACLoffredo Fresh ProduceP & R Entry Doors Woodland Fair Construction Advanced AutomationFord & Garland RadioForrest Financial ServicesMuscatine Computer Store Paul Davis RestorationSandy Keane’s School

of DanceC W Suter and Son Clifton GundersonK D M Travel Clive Power EquipmentHamm’s Home InteriorsMat Logo McLellan Marketing GroupRe-Bath Tub & Shower

Liners of Central IA

1-4 YearsAccess Mortgage American Fence Archadeck of Central IowaBurch Better Homes

Capital Sanitary Supply Doug Van Holland Allstate

InsuranceEastern Iowa ConstructionElectronic EngineeringFoster’s Insulation Insurance Networking

Systems King of DingsKinter Construction Services netINS Professional Escrow

Services Schaal Heating & Cooling Tero International Auto Edge Babe’s Termite &

Pest ControlBecker ElectricBreckenridge Builders Cedar Rapids

Hearing CenterCommerce Codeworks Danville TeleComDavid Sweeney Painting

& WallpaperingDean Paulsen &

Sons Contractors Dryspace Esterdahl Mortuary Goldfield Telephone Gordman’sJ & M Displays Langel’s Plumbing

& HeatingLore’s RepairMasterGuard of Polk CityMidwest Metals Mt Hamill Elevator

& LumberRick & Ken’s Automotive .Roth JewelersS G ConstructionSanders ConstructionShottenkirk Ford ChryslerShreve ConstructionSlumberland

Squaw Creek KennelsSunnybrook Assisted LivingThe Scout ConnectionUtech Chiropractic Clinic West Central Auto Auction1st Midwest Mortgage B & B Bedding Bentzinger Consulting CJG RentalsCountertops by WillettD & D DumpsterDick Clem Direct Marketing Associates F & K EnterprisesG C O Carpet OutletHamilton Mortgage Hardin County Abstract

& Title Hartt Apparel Hawkeye Movers Homeworks Central J & H PaintingJodie A Buehler K and V HomesK H I Inc Complete

Vehicle ServicesKitchen SolversLawns Plus Little Cedar WindowsMed-Staff

Mehl Home Inspection &The Handyman Expert

Meridian HomesMidwest Flying Service

of Iowa Milder Construction

CompanyMr. Electric of Greater

Des Moines AreaNational Investors Nationwide Advantage

MortgageNew Horizons Plumbing O’Brien ServicesP J F Painting and

All RepairsPerfection PaintingPinnacle Mortgage Porter’s Tile CompanyRick’s Auto & Ag SupplySanta Fe MotelSimon Tire & CellularSmall Time Construction Smith RemodelingT H E AppraisersThe Optical Center Traver Home ImprovementVande Noord Construction West Des Moines

Auto Body

WhatHelps? Wold’s Service and Wold

Rim & Wheel ServiceA 1 Tire MartA R P Y FramesAce Body & MotorAdvanced Hearing

Aid ServiceAmberwave

Communications American Home Solutions Ardore’ Candles Build Smart Carrier AccessCorporate Farmer D & D Concrete Dakota Drilling & Backhoe De Jong Manufacturing e Tech Transaction Solutions Eason’s ShopGene Krueger ConstructionHealthy Lifestyles

ChiropracticHebert Construction Irrigation Concepts Just CruisingKenison ElectricLogan Valley

Sales Company

Lowden Plumbing & Heating

Lytton Farm Equipment Monona ElectricNiklasen CarpentryNorthlake Truck RepairPierce Brothers RepairPinnacle III CorporationPlastic Surgery Assoc Professional Hearing

Aid CenterS & G Sheds & GaragesSargent Frank H SDR Plumbing & BoilersSimply OrganizedSomething Unique Southeast Iowa

Appliance Repair State Center Locker T G IndustriesThe Printing PressUpholstery SourceWaln Repair &

Collision CenterWalters Homes Wiley-McFarland

Wood Floors

Did You Know?

The Better Business Bureau is a publicservice organization committed to ethical,responsible conduct in the marketplace.Through the support of business memberssharing its goals and standards, the BBBoffers programs which promote informedbuying and giving decisions, truthfuladvertising and selling practices, and theresolution of marketplace disputes. TheBetter Business Bureau does not endorseany company, product or service.

Top 10 Inquiries1. Mortgage Companies2. Siding Contractors3. Roofing Contractors4. Insurance Companies5. Construction &

Remodeling Services6. Insurance - Life7. Computers -System Designers 8. Contractors - General9. Computers -Supplies & Parts

10. Door & Window Companies

Top 10 Complaints1. Computer Companies2. Fulfillment Services3. Telephone Companies4. Financing5. Manufacturers & Producers6. Mortgage Companies7. Auto Dealers-New Cars8. Optical Goods - Service &

Repair Companies9. Collection Agencies

10. Advertising Specialities

Five businesses, two non-profit organizations andten Iowa high school seniors were honored for theirintegrity by the Better Business Bureau recently atthe annual Integrity Awards Luncheons held in DesMoines and the Quad Cities.

Business Integrity Award winners for the GreaterIowa and Siouxland Region included: BakerGroup, Des Moines; FirstCall Construction,Urbandale and the American Heart Association(non-profit), Des Moines.

Quad Cities winners included: Kraft Foods,Davenport; KWQC-TV6, Davenport; Main StreamHome Improvement, Rock Island, IL and ValleyShelter Homes, Inc (non-profit), Davenport.

The Business Integrity Awards were established in1993 to recognize those firms whose businesspractices and related activities exemplify the BetterBusiness Bureau’s mission and principles. To date,more than 50 businesses from Iowa and RockIsland County, Illinois have been honored by theBetter Business Bureau.

Ten Iowa high school seniors were named BBBStudents of Integrity.

They include:

Kendra Frush, Jesup High School; Michael Cronin,Galva Holstein High School; Matthew Stellmaker,Roland-Story High School; Aaron Hoffman,Washington High School, Cedar Rapids; MollieSammon, Norwalk Community School; AmandaEmrick, Davenport Central High School; AmberAppleton, West Delaware High School, Greeley;Patrick Wilson, Centerville High School; BrianneBeuter, Tipton High School; Sarah Danner,Western Dubuque High School, Peosta.

The Students of Integrity Awards Program wasestablished in 2000 to recognize and honor highschool seniors who personify ethics through theirleadership, community service, over-all personalintegrity and academic history. Each participatingschool selects their own Student of Integrity and inturn, the local winner applies for a BBB Student ofIntegrity Award. The ten Students of Integrity

Award winners each receive a $1,000 scholarship tothe college/university of their choice. All non-scholarship winners receive an honorable mentionstatus with a special certificate award.

Students of Integrity sponsors for Greater Iowa andthe Siouxland region included EDS, EMC InsuranceCompanies, ITAGroup and MidAmerican Energy.Business Integrity Award sponsors include Betts AutoCampus, FBL Financial Group and Wells Fargo.Media sponsors included Clear Channel Outdoor,WOI-TV 5 and The Des Moines Register. EasternIowa and Rock Island County, IL Students ofIntegrity sponsors included Modern Woodmen,Mutual Med and Wells Fargo. Business IntegrityAward sponsors included: Iowa American WaterCompany, MidAmerican Energy, AAAMinnesota/Iowa and AAA Insurance. Media sponsorsFOX 28/ KLJB-TV, The Dispatch/Argus/Leader,Mediacom, and WOC 1420 AM Radio.

Iowa Student of Integrity Award Winners recognized in theQuad Cities are Amanda Emrick, Davenport Central; AmberAppleton, West Delaware; Patrick Wilson, Centerville; BrianneBeuter, Tipton; Sarah Danner, Western Dubuque.

The 2004 BBB Integrity Award winner in Des Moines with over50 employees is Baker Group. Receiving the award from Dr.Tom Davis is the CFO from Baker Group, Kathy Ladd.

Iowa Student of Integrity Award Winners recognized in DesMoines are Kendra Frush, Jesup; Michael Cronin, Galvin-Holstein; Matthew Stellmaker, Roland-Story; Aaron Hoffman,Washington – Cedar Rapids; Mollie Sammon, Norwalk.

The 2004 BBB Integrity Award winner in Des Moines withunder 50 employees is Firstcall Construction. Receiving theaward from Dr. Tom Davis is Firstcall owners Scott and Carol Cierzan.

2004 Better Business Bureau Integrity AwardWinners Honored

MEMBER NEWSLINE 76 NOVEMBER/DECEMBER 2004

The 2004 BBB Integrity Award winners in the Quad Cities wereMainstream Home Improvement (under 50 employees), ValleyShelter Homes (non profit), Kraft Foods (over 250 employees),and KWQC-TV 6 (50-250 employees). Pictured are winnersSpencer Sierra, (Mainstream Home Improvement); BillRegan, (Valley Shelter Homes); and Paul Carlstrom, (KraftFoods). Not pictured is Jim Graham (KWQC TV 6)

The 2004 BBB Integrity Award winner in Des Moines in thenon-profit category is the American Heart Association. .Receiving the award from Dr. Tom Davis are AHA Boardmembers, Brad Brody and Dorothy Kisner.

2004 Better Business Bureau Integrity AwardWinners Honored

The complaint handling function of ourbureau is the most visible and widelyutilized benefit of membership. Althoughwe are necessarily completely neutral, it isnot uncommon to be subjected to the“shoot the messenger” type of thinkingwhen complaints are forwarded forresponse. Please remember we are here tohelp the members and consumers facilitateresolution of their marketplace problems.We are ready, willing and able to provideguidance and instruction. As the leadingbusiness self-regulatory organization,sometimes we even get thank you notesfrom consumers who have utilized oursystem and found it to be beneficial.

The following are a few excerpts of ourrecent positive feedback:

I am writing to thank you for the forumyour office provided on my behalf. I amfully aware of your efforts on behalf ofconsumers and I am very grateful. Iappreciate your efforts and courtesy.

The company did reinstate my credit after Ispoke to one of the vice presidents. Thankyou for your help in this matter.

I received a check which corrects thisissue. Thank you.

Words cannot express my relief over thesettlement that you so graciously helpedme with. I was very upset about all theugly threatening letters I received. I feltlike I was going to wind up in jail. Thankyou so much for your help, I am a fanforever.

I just want to thank you for your promptattention and responses to my situation. I

have known about the BBB for years butnever had occasion to use your services. Iwas pleased with the manner in which youhandled this problem even though theoutcome was not in my favor.

Thank you for your help with thiscompany, we really appreciate someonelistening to us.

Thank you so much for listening to mycomplaint. Because you took care of thisso quickly they called me and apologizedfor any inconvenience andmiscommunication. It was nice to knowyou act on our complaints and Iappreciate it very much.

It’s amazing that after months of nobodybeing able to help me that the BBB got myproblems handled.

The Good the Bad and the Complimentary

The national “Do Not Call” registry mayhave halted the flow of unwelcometelemarketing calls into many homes. It hasnot, however, stopped the influx of callerspretending to be affiliated with thegovernment, the Better Business Bureau,financial institutions or other trusted sourcein order to steal information and money.

Recent BBB scam warnings highlight theingenuity of these scam artists:

• In Louisiana, callers claiming to be with the Department of Revenue havecontacted people to commend them forpaying their taxes on time. The callerrequests the person’s bank account numberin order to deposit a “grant” as a reward.The taxpayer is assured that the $8,000grant will be deposited into their accountafter a $240 “processing fee” is paid.

• In Indiana, a caller contacted anEvansville resident stating that she wasa distant family member and they hadinherited money from a mutual relative.The caller offered to wire the inheritanceand asked for the woman’s bank account number.

• In Arizona, a woman with the“Government Grant Information Services” called a Tucson woman with a “guaranteed” way to win between$8,000 and $25,000 in government grantmoney. The caller asked to verify her bank account information so that a $200 fee could be collected beforedepositing the grant.

• In West Virginia, recent flood victimsreceived calls from people posing asFederal Emergency Management Agency staff and offering funds for flood relief. The callers requested bankaccount information to deposit thepromised “funds.”

Businesses are not immune from thesetricksters, who may claim to be “updating”files.

• The Detroit BBB received a phone callfrom someone allegedly with Experiancredit reporting agency. After the callerrequested specific information about theBureau, the BBB staff member askedwhere the call originated and was told“Manila, Philippines.” When asked to

verify that she was with Experian, thecaller hung up.

• Callers posing as BBB employees havecontacted businesses in several states,supposedly to discuss a complaint or to“update” Bureau files. They attempt tosolicit information not normally requiredto conduct business with the BBB andsometimes use threatening language.When asked, the callers give1.800.CALL.BBB as their phone number, which is not owned by the BBB, and is constantly busy.

The BBB of Greater Iowa, Quad Cities and Siouxland Region advises cautionwhenever you receive an unexpected phonecall requesting financial or personalinformation, no matter how great thepromised “reward” or whatever the threat.The BBB urges you not divulge anyinformation; ask for the telephone numberand address of the business or agencymaking the call; hang up the phone; and,contact your BBB via the member line at515-243-5027 or 563-355-1705.

Phone Scammers are Notorious Impersonators

MEMBER NEWSLINE 9

Why Are Cell Phones The Top Complaints Nationwide?Part 2 of 2

In the three major complaint areas(billing, service and miscommunication),CBBB’s analysis revealed the following:

BillingBilling problems appeared in nearly two-thirds of all complaints, These included:

• Complaints about bill set-up andaccess, including difficulty in gettingbills online or getting call-detailbreakouts;

• Complaints about inaccuracy of bills,a large number of which involved callsthat were allegedly made while thephone was switched off; and,

• Complaints about the failure of the billto reflect changes, such as a credit orrate plan change, which had beenagreed to in discussions with customercare agents.

Inadequate customer serviceThe next-largest category of complaintsis related to the carrier’s success inresponding to complaints about billing,service or miscommunication issues.The most significant channel for suchcomplaints was the carrier’s customerservice call center. Customers wererelatively satisfied with their ability toget access to the customer service callcenter by telephone (there were relativelyfew complaints to the BBB aboutexcessive hold times or difficulty infinding the call center phone number);however, customers were highlydissatisfied with the lack of a substantiveresponse from the call center.

There were several types of complaintswithin this category:

• The most common was the carrier’srepeated failure to fix a problem thathad been pointed out in earlier calls

• Next highest in volume werecomplaints that carriers providedinconsistent advice or instructions

from one call to the next(often the inconsistentinformation came froma retail store and thecall center)

• Other frequentlycomplained ofservice issuesincluded variousways the call center “agent”could not or would not help; agents’refusals to escalate call to theirsupervisors; rude agents orsupervisors; inadequate offers byagents to resolve problems; inability of agents to provide the helprequested, due to systems limitationsor other factors.

Miscommunication• The third major category of

complaints involved situations wherethe customer believed the carrier acteddeceptively or otherwisemisrepresented the terms of thecontract. Included in this category areall cases of miscommunicationwithout regard to whether there wasany intent by the carrier to mislead.

Nearly half of the communicationsbreakdowns stemmed from conflictinginformation provided by differentagents in the call center.

• A third of the communications-relatedcomplaints involvedmiscommunications by store sales agents.

• A small number of discrepanciesinvolved variances between the storeand call center, or related to the termsof an advertisement.

This year the BBB system hasimplemented a more industry-specificcomplaint process in an effort to bettermonitor wireless industry complainttrends and evaluate their impact oncustomer satisfaction.

Business Name:Smith Remodeling

Service Offered:Business and Home Remodeling and Improvements

Business Location:Rock Island, Illinois

Recent CompanyAccomplishments:We have provided affordable homeimprovements with high-qualityworkmanship. Our goal is to knowour customers and show themhonesty, respect and integrity.

How TheBBB HasPositivelyImpacted TheCompany:Because of ouraffiliation withthe BBB,customers seem tohave more trust in us as a homeimprovementservice provider.This industry isvery shakey due todishonest providers.

Member Spotlight

8 NOVEMBER/DECEMBER 2004

MEMBER NEWSLINE 11

Addison Lewis Financial Services*Financial Planning ConsultantsBeerends Family ChiropracticChiropractors D.C.Innovative Technology Systems Computers Software & ServicesIowa City BrakeBrake ServiceKeystone ITData Systems-Consultants & DesignrsMarsha’s Janitorial Service*Janitor Service

JESUPPremier Technology* Computers-Networks

JOHNSTONWestfield Veterinary HospitalVeterinarians

KEOTABrothers Improvements & RoofingConstruction & RemodelingServices

LA PORTE CITYGeometric DesignComputers-GraphicsSides & Bown ConstructionContractors-General

MANCHESTERNew Horizon ConstructionContractors-General

MAPLETONDJ’s Quilt QuartersQuilting Materials & SuppliesMaple Heights Nursing Home*Nursing Homes

MARIONAllan Custom Homes*Home Builders

MUSCATINESweetland Trailer Sales*Trailers-Camping & Travel

NORTH LIBERTYB R ConstructionContractors-General

NORWALKPerformance Gutter & ConstructionGutters & Downspouts

SAINT ANSGARHostedweb Internet SolutionsInternet ServicesNCS ComputersComputers-DealersSt. Ansgar Electric & RefrigerationElectric Contractors

SIOUX CITYBCP EnterpriseComputers-Sys Designers & ConsultKassis Construction*Construction & RemodelingServicesLechner Lumber*Lumber-RetailM&M Copy QuickPhoto CopyingRoyal Qwik Dry Carpent &

Upholstery CleaningCarpet & Rug CleanersUnited Auto Body & CollisionAuto Body Repair & Painting

SLOANCreative InteriorsHand Painting & Decorating

SULLYScholten & Sons Construction*Contractors-General

SUMNERWescom*Computers-Dealers

TRAERL.L. Owens & Associates*Insurance

URBANDALEAmerican Funding*Real Estate LoansCreative Movement DanceDancing InstructionEnvironmental Management

Solutions* Environmental & EcologicalServicesNext Home MortgageReal Estate LoansPorters Bowers Sign*Signs

ProHome of Iowa*Home Warranty CompaniesShred-It Des MoinesPaper & Document ShreddingWalsh Carpentry ServicesHome Improvements

WASHINGTONJeremy Patterson Construction*Contractors-General

WATERLOONelson & Hagy*Plumbing ContractorsVicki’s Permit Company*Truck Permits

WEBSTER CITYHinman Aviation*Aircraft Servicing & MaintenanceWebster City RV* Campers-Dealers

WEST BURLINGTONRSCContractors Equipment & Supplies-Rent/Lease

WEST DES MOINESAll Pro ServicenterAuto Repair & ServiceBlue Willi’s by KathyWomens Apparel-RetailMercato Gourmet Coffee*Coffee & TeaPrecision Overhead Garage

Door ServiceOverhead Garage DoorsStrategic Growth GroupReal Estate Developers

WINDSOR HEIGHTSIowa Hearing Aid CentersHearing Aids & Assistive Devices

*Denotes Membership Identification Programparticipant (MIP)

Denotes membership in BBBOnLine

A company cannot just “join”the BBB by paying dues. Itmust have a history of ethicalpractices and adhere to fairadvertising and sellingstandards. We thank our newmembers who are telling theircustomers and neighborsthat they want to do their partto make their community agood place to work and live,and that they believe inbusiness self-regulation andconsumer education. Weurge fellow members tosupport our new “partners”whenever possible by lookingfor the BBB torch before theymake a purchase.

Thank you for your supportand welcome aboard!

ADAIRSummit Builders*Home Builders

ALTOONAAltoona Auto Body*Auto Body Repair &PaintingAltoona Veterinary

Hospital*VeterinariansIowa Hearing Aid

CentersHearing Aids & AssistiveDevicesThread ImagesEmbroidery

ATLANTICFive Star RoofingRoofing Contractors

AUDUBONBruhn SeedSeeds & Bulbs-Retail

BETTENDORFCrow Valley MortgageMortgagesGarage Worx*CabinetsJCLB PropertiesOffice BuildingsRemodeling Innovations*Construction &Remodeling Services

The Great AmericanWindow Company*

Windows

BOONEA&G Computers*Computers-Service &RepairGalaxy Lynx* Internet Services

CEDAR RAPIDSChoice Real EstateReal EstateFandel AlarmsSecurity ControlEquipment, Sys/MonitorFrieda Coonrod EmbroideryEmbroideryLeonard Express*Trucking TransportationBrokersMeineke Car Care CenterAuto Repair & ServiceSell-it 4U* Consignment ServiceViktora Custom Concrete*Concrete ContractorsWatsons Chassis & Paint*Auto Body Repair &Painting

CLIVEBeller Distributing*Wholesalers & DistributorsEvergreen Lawn and

Landscape*Lawn MaintenanceFive Star Compounding

PharmacyPharmaciesNutri Sport* Vitamins & FoodSupplementsOverhead Door Company

of Des Moines*Overhead Garage DoorsSpindustry Systems* Internet Web Design

COAL VALLEYWindow DepotWindows -Installation/Service

CORRECTIONVILLEJoy Auto SupplyAuto Parts & Supplies-New

CRESTONAmerican Family

InsuranceInsurancePrecision Optical Group* Optical Goods-Retail

DAVENPORTCarriage Place

PhotographyPhotographers-PortraitMegacomCellular TelephoneEquipment & SuppliesNew Wave Connections*Cellular TelephoneEquipment & Supplies

DES MOINESAll Pro ServicenterAuto Repair & ServiceBurgin Drapery WorkroomWindow Accesory,Covering & DraperyCompaniesEyeglass WorldOptical Goods-RetailGreater Des Moines

Baseball EntertainersHubbell Animal Hospital*VeterinariansIowa Diamond* JewelryProfessional Home

Improvement*Contractors-GeneralSame Day Denture Clinic*DentistsThe Peak AgencyModeling Agencies

ELDRIDGEDillon Deck & Fence*Patio & Deck Builders

EVANSDALEEvansdale Insurance

& Investment*Insurance

Paine’s RV Sales & Service*

Trailers-Camping & Travel

FONTANELLEEdwards ConstructionContractors-General

FORT DODGEAnchor InsuranceInsuranceIowa Farms AssociatesFarm ManagementRees Hydraulic Sales

& ServiceHydraulic Equipment & SuppliesTroy Waller Auto BodyAuto Body Repair & Painting

FREDERICKSBURGB & B DrillingWater Well Drilling &Service

GRIMESCarlson SystemsPackaging Materials

GRUNDY CENTERCommunity Title Co./

Grundy Co. Abstract*Title CompaniesCooley Pumping*Septic Tanks &SystemsCleaning

HARTLEYBreon Roofing*Roofing Contractors

HOLSTEINSoil SolutionsAgricultural Services

HORNICKMidwest Diving Service*Divers

HUDSONTime Concrete

ConstructionConcrete Contractors

IOWA CITYAcupuncture of IowaAcupuncturists

A Warm Welcome to Our New Members

10 NOVEMBER/DECEMBER 2004