theMarketMonitorN E W S F O R B E T T E R B U S I N E S S B U R E A U A C C R E D I T E D B U S I N E S S E S®

B E T T E R B U S I N E S S B U R E A U S E R V I N G G R E A T E R C L E V E L A N D

INSIDE: B2B Discounts • Fun Runs Can Be Risky • May Board Meeting • WebinarBBB Scam Tracker • On Our Radar • Quick Tip Tuesdays

JUNE 2017

SERVICE TO THE COMMUNITY

Greater Cleveland BBB Activity Report: January - May 2017

Reports issued on companies/charities: 629,261

Customer complaints filed: 2,480

Online Accredited Business Directory listings viewed: 53,337

bbb.org/cleveland visits: 480,552

Advertising review cases initiated: 252

In April, the Federal Trade Commission (FTC) announced “Operation Tech Trap,” a nationwide

and international crackdown on tech support scams that trick consumers into believing their computers are infected with viruses and malware, and then charge them hundreds of dollars for unnecessary repairs. Three of the businesses, targeted in this action, Repair All PC, Pro PC Repair, and I Fix PC, used Cleveland addresses and generated complaints in BBB files. Consumers reported their computers were frozen when a pop-up warning appeared alerting them to call a phone number to repair an alleged virus. According to the FTC, once consumers called, they were

connected to a call center and pitched by telemarketers who claimed to be affiliated with well-known technology companies such as Microsoft or Apple. Consumers were told that in order to diagnose the problem, they must provide the telemarketers with remote access to their computer. After gaining access, the telemarketers purported to run a series of “diagnostic tests” that inevitably revealed the existence of grave problems requiring immediate repair by one of their “certified technicians.” Through these high-pressure tactics, the defendants would persuade consumers to pay hundreds of dollars for unnecessary computer repair services, service plans, anti-virus protection or software, and other products and services. BBB often alerts law enforcement agencies about business practices that raise red flags. In its April press release announcing “Operation Tech Trap,” the FTC thanked BBB Serving Greater Cleveland for its assistance in the case.

Make sure your business doesn’t miss out. Contact us ASAP to provide the counties or cities that you service. Call Melissa at (216) 623-8964 x407 or send the info to melissa@cleveland.bbb.org.

BBB FILES INSTRUMENTAL IN FTC ACTION

NEW BBB SEARCH WILL CHANGE HOW CONSUMERS FIND YOUR

BBB REPORT ONLINEBBB is changing the way potential customers will find you at bbb.org. Beginning this month, consumers searching for businesses on bbb.org will get results based on where the consumer is located when they are searching. This means that if a consumer is sitting in Mentor and looking for roofing contractors, the first results they will see on bbb.org are businesses that are located or serve the Mentor area.

While we do know your physical location, we have never gathered the other counties/cities you service. If you are located in Cleveland, for example, but also service other areas we need to add that to your BBB record.

Tips for Getting Customer Reviews

• Ask customers to read or submit reviews throughout the sales process.

• Tell customers their feedback and opinions are important to you.

• Train employees to ask for reviews as part of their daily interaction.

• Use partnerships you already have to help build trust in your brand.

• Order our BBB “Customer Review Toolkit” to make it easy to submit a review.

• Don’t be afraid to ask!

®

Follow us at:

BBB WARNS: FUN RUNS CAN BE RISKYIn recent years, the number of fun runs – themed races such as Color Runs, Foam Runs and Mud Runs – offered to racing enthusiasts and beginners has skyrocketed. Though most of these races deliver on their promise of fun and adventure, there have been some issues in regard to races of this nature.

Whether you’re thinking about participating in a themed Fun Run or a much longer race, here are some BBB tips:

• Do your research. Check out the race organizer’s BBB Business Profile and look online for additional information before signing up. Read customer reviews from runners who have participated in previous races or events.

• Don’t be fooled by a well-designed website. Scammers can easily create an official-looking website. Look for misspellings or poor grammar, which is a sign you might be dealing with fraudsters.

• Check the local venue. Contact the park or host venue to confirm that the event is on the calendar. It’s also a good idea to contact city officials to ensure race permits have been obtained.

• Pay with a credit card. Charges made on a credit card can be disputed after a purchase, whereas debit, cash or wire transfers are tougher to dispute.

• Understand the terms and conditions. In a lot of cases, promoters say right on their websites that they don’t offer refunds. However, many consumers don’t read the fine print before hitting “I agree” when registering for a race.

• Keep documentation of your order. After completing the online registration process, you should receive a confirmation receipt. Print out and keep a copy of the confirmation and any supporting documentation for future reference.

• Check out the charity. Many fun runs are for-profit, but some have a charitable aim. If race organizers claim a portion of the proceeds will go to charity, ask for more details. Contact the charity to make sure there’s a connection. You can also do your research on give.org to make sure your donation is going to a trustworthy charity. Be wary of sound-alike names similar to those of more established charities.

B2B DISCOUNTS FOR BBB ACCREDITED

BUSINESSES

KnowYourCustomers.com is offering a 30% discount on its service you can use to report non-paying customers and to research reported non-payment of potential customers. Enter promo code CLEBBB at knowyourcustomers.com.

Easton Telecom Phone service rates ranging as low as 5% off most retail services. For a no-obligation cost comparison and service analysis, contact Jim Butler at (800) 222-8122.

All Ohio Secure Shred will shred documents on site for $25/month for one container. Also, one-time bulk purge for 10 cents/lb. $50 minimum. Call (330) 659-0840 or (888) 747-3394.

Intellicorp Records, Inc. offers online criminal checks for $17.07 each. Other reports also discounted. Call (800) 539-3717.

PartnerShip® offers discounts on select FedEx® services including express packages, ground packages, and residential delivery, on both new and existing FedEx® accounts. Also save at least 70% on standard and guaranteed LTL freight shipments with UPS Freight, YRC Freight, Con-way Freight, and other reputable carriers, including competitive pricing on truckload, expedited, and tradeshow shipments. Call (800) 599-2902.

Some member discount programs generate revenue which BBB reinvests into the organization’s operations.

At its May Board meeting, BBB Directors were presented with BBB cutting boards as appreciation for their service.

Pictured left to right: Sean Sullivan, Fitness Together; Cary Root, Root-Info Tech; Bob Gillingham, Bob Gillingham Ford; Sue McConnell, BBB President; and

Kris Toth, Toth Painting Solutions

You and your employees are invited to tune into FREE, 30 minute webinars that get straight to the point and cover important details on helpful topics.

Interested in presenting a BBB Flash Webinar? Have questions? Contact Brigid at (216) 623-8964 x206 or brigid@cleveland.bbb.org.

“A Litigation Defense Primer: What to Expect if You Get Sued.”Presented by Kimberly Y Smith Rivera, Member, McGlinchey StaffordRSVP to brigid@cleveland.bbb.org

Thursday, July 13th@9 am

bbb.org/cleveland

theMarketMonitor

Mini webinars (under 15 minutes) to help you maximize your BBB accreditation.

June 20th @ 9amAdvertising Your BBB Accreditation

July 18th @ 9amExclusive BBB Accredited Businesses discounts

August 8th @ 9amYour BBB Store - Promote Your Accreditation

August 22nd @ 9amWhat is the BBB Educational Foundation?

September 5th @ 9amBBB Sponsorships Available

September 19th @ 9amUsing the Accredited Business Seal

October 3rd @ 9amYour Business & Cyber Security

October 17th @ 9amSecure your ID - What should you be Shredding?

November 7th @ 9amBBB Advertising Guidelines

November 21st @ 9amSteps to Better Holiday Giving

December 5th @ 9amBBB Holiday Helper

December 19th @ 9 am Business Resolutions for the New Year

Watch your email for registration!

BBB SCAM TRACKER FIGHTS FRAUD

BBB’s Scam Tracker is an interactive tool that gathers information about scams. It offers a heat map showing where scams are being reported. Users can search using a variety of filters to see what scams are happening in their area or track a particular type of scam. Users can also report scams that they hear about, whether or not they have fallen victim. The data collection process for BBB Scam Tracker was designed to generate information that can be useful to law enforcement. Scam reports are being sent to the National Cyber-Forensics and Training Alliance (NCFTA) for analysis and collaboration with law enforcement to help stop the most flagrant scammers through prosecution and other legal means. BBBs also routinely share information on scams with federal, state and provincial agencies, and local law enforcement, and will make the data available to agencies in other countries to help shut down scammers based overseas.

Want to report a scam or see what is being reported in your neighborhood? Visit bbb.org/scamtracker.

ON OUR RADAR Clair Skin - This online seller of skin care products offers free trials that turn out to be very pricey. Consumers tell BBB that, after agreeing to receive free samples, they discover their credit cards are being billed for continual shipments. The company is not transparent that the acceptance of the free products triggers an agreement to receive monthly $89 shipments unless the free product is returned within 14 days. Clair Skin’s physical location is unknown. BBB has spoken to several representatives of Clair Skin and all have refused to provide the company’s address. BBB has referred this matter to the Federal Trade Commission.

Prime Alliance Holdings - Consumers are reporting being duped by this business and others affiliated with a timeshare resell offer. Consumers were offered an arrangement by Amadeus Vacations (Amadeus) to sell their timeshares. Prime is represented as being the marketing company that will handle the transaction with the buyer. An Arizona man paid over $17,000 to have Amadeus and Prime handle the sale of his timeshare. The sale never materialized and he has been unable to get his money back. A California couple lost $16,400 when Prime failed to find a buyer for their Mayan Palace Resort timeshare. Prime, along with Amadeus Vacations and Columbus International Escrow, has an “F” rating with BBB due to unanswered complaints.

The Market MonitorBetter Business Bureau2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2417

The Market Monitor (ISSN 1085-5122). April 2017. Volume 13 No. 2. Published bimonthly in February, April, June, August, October and December by the Better Business Bureau, Inc. 2800 Euclid Avenue, 4th Floor, Cleveland, OH 44115-2417, Periodicals postage paid at Cleveland, OH. POSTMASTER: Send address changes to: The Market Monitor, 2800 Euclid Avenue, 4th Floor, Cleveland, OH 44115-2417.

Periodicals Postage PaidThe Market MonitorBetter Business Bureau2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2417

Periodicals Postage Paid

JUNE 2017

Secure Your ID Day

Thank you to our sponsors:

Over 17,000 pounds of sensitive documents were shredded at BBB’s Secure Your ID Day held April 29th. Many thanks to RadAir Complete Car Care and Tire Centers, All Ohio Secure Shred, Haul-My-Mess.com and Cleveland 19 News for their

support of this community effort to curb identity theft.

In 2007, the BBB Educational Foundation launched its “Teen Smart” financial literacy workshop for teens in the Cleveland Metropolitan School District. Since its inception, thousands

of high school students have received vital information about using credit wisely, avoiding identity theft, safety in

social media use, student loan fraud, and the impact of credit reports on their financial future.

The workshop is presented in a 40-minute interactive presentation and each student receives educational

information to share with their families.

Teen Smart

BBB Community Outreach Coordinator, Pam Anson, at a recent Teen Smart workshop.