Media Kit

The Better Business Bureau system is the pre-eminent force for marketplace standards of trust, operating a range of programs and services to promote ethical business conduct to benefit consumers. These programs include voluntary standards and codes of business practice, dispute resolution processes, and information and education programs that touch millions of consumers and businesses each year.

Our VISION

An ethical marketplace where buyers and sellers can trust each other

Our MISSION

BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:

• Creating a community of trustworthy businesses

MEDIA FRIENDLY EXPERTS

The BBB is committed to relevant and current information to assist the media in their quest to inform the public. We are available for comment in the following areas of interest:

• Advertising • Consumer Protection

PROGRAMS AND SERVICES

BBB reports on businesses – BBB Reliability ReportsTM on businesses help consumers make informed decisions and find trustworthy businesses with factual and objective information gathered by BBB.

BBB Tips and Alerts – BBB provides pre-purchase advice for consumers on a wide range of issues, and also posts alerts on the latest consumer scams, incidences of fraud and tips on how to avoid them.

Complaint Services – Consumers can contact their BBB to help them conciliate disputes for any type of business.

Dispute Resolutions Services – BBB offers a wide range of resolution programs for commercial

Arbitration Services – BBB also offers pre-dispute arbitration clauses for consumers and business for use in their contracts. For over 25 years, this BBB program has been the largest dispute resolution provider in Upstate New York, outside of the unified court system.

Stop Shoplifting Now! – a project developed by the BBB Foundation of WNY, designed to educate first time shoplifters about consequences of repeat offences and reduce recidivism rates, by as much as 80%, according to a University at Buffalo survey.

BBB AUTO LINE® – is the nation’s oldest and most respected auto warranty dispute resolution program. It is an out-of-court program administered by the BBB to settle automotive disputes. An informal hearing is held where a neutral third party, the arbitrator, decides how the dispute will be resolved.

BBB OnLine – The largest online Reliability Seal program in the world that enables Internet companies to instill trust and confidence for their online customers through their Accredited Business partnership with the BBB. The Privacy Seal assures online visitors that their confidential information will be kept confidential.

BBB PRINCIPLES FOR TRUST

Start With Trust
Establish and maintain a positive track record in the marketplace.

Advertise Honestly
Adhere to established standards of advertising and selling.

Tell the Truth
Reveal all related conditions or exceptions regarding products or services offered.

Be Transparent
Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.

Honor Promises
Abide by all written and verbal agreements.

Be Responsive
Address marketplace disputes quickly, respectfully, and reasonably.

Embody Integrity
Approach all business dealings, marketplace transactions and commitments with integrity.

BBB SYSTEM BACKGROUND

The first BBB was founded in 1912, and today serves communities worldwide, evaluating and monitoring more than 3 million businesses and charities. The BBB is dedicated to fostering fair and honest relationships between businesses and consumers, instilling consumer confidence and contributing to an ethical business environment.

The Council of Better Business Bureaus (CBBB) is the umbrella organization for the 128 BBB’s in the U.S. and supported by its membership consisting of nearly 300 leading-edge national corporations, by more than 300,000 local Accredited Businesses nationwide, and by each Better Business Bureau. The CBBB and all local Better Business Bureaus are private, non-profit organizations funded by dues from Accredited Businesses and other support.

HISTORICAL BACKGROUND for the BBB of UPSTATE NEW YORK

The BBB of Upstate New York was founded as the Buffalo Better Business Bureau Commission in 1923 by a group of community leaders to promote honesty in advertising and selling, and focused on protecting the public from deceptive securities investments. The first Chair was Edward H. Butler, publisher of the Buffalo Evening News.

In 1981, the BBB Foundation of Western New York was incorporated to run dispute resolution, training and public education programs.

In 1990 we were named the Better Business Bureau Inc. which is maintained today, reflecting further expansion of our service area. In 1994 we are assigned the counties of Steuben, Yates, Ontario and Livingston by CBBB. And in 1995, Syracuse BBB contracted with us to deliver their inquiry and complaint processes to the public. Monroe County was added 1998. The Syracuse BBB ceases operation in 1999, adding to our service area. In August 2000, the Fair Business Council of Rochester (a former BBB) merged with the BBB of Upstate New York, which now includes 50 New York State counties.

ORGANIZATION HIGHLIGHTS

2004: Leading Edge Award selected by the Council of Better Business Bureaus for development of an electronic consumer buying resource.

2003: JP Marketing Award for earning the highest increase of members across North America.

2003: Outstanding Bureau, Special Project selected by the Council of Better Business Bureaus for development of an internal quality control project.

2003: Outstanding Bureau, Special Project selected by the Council of Better Business Bureaus for the Dispute Resolution Sheridan/ Parkside Program.

2001: Selected by the New York State Commission on Quality of Care for the Mentally Disabled to provide arbitration services.

1999: Two Outstanding Bureau awards given from Council of Better Business Bureaus.

1996: Selected by the Council of Better Business Bureaus as a test Bureau for Consumer Memberships. Test subsequently approved for all Bureaus.

1993: Selected by the Council of Better Business Bureaus as one of five Bureaus to test the use of the 900 number to provide the public with consumer information, along with New York, Los Angeles, Miami and Philadelphia. Test subsequently approved for all Bureaus.

1989: Selected by the Council of Better Business Bureaus as one of 36 coordinating Bureaus for the AutoLine arbitration program.

1988: Selected by the Erie County District Attorney to develop and administer a new Stop Shoplifting School for first offender shoplifters.

1981: Became the first BBB in the U.S. to establish a dispute resolution foundation to carry on broad-based community dispute programs.

1980: Became the first BBB in the U.S. to fully computerize all aspects of the organization’s work.

1978: Selected by General Motors as the second BBB in the U.S. to test the use of arbitration to resolve auto warranty disputes with consumers.

1976: Developed the first training curriculum and manual for consumer arbitrators, later translated into French for use in the Province of Quebec.

1972: Became one of the first Bureaus in the U.S. to offer a broad-based program to arbitrate business/customer disputes.

HomeOffice

BBB of Upstate New York
100 Bryant Woods South
Amherst, NY 14228
716.881.5222
716.883.5349 FAX
www.bbb.org

Member Services Hotline:
716.883.5269 or 877.478.8083

Public Relations Hotline:
800.303.4490

EXECUTIVE MANAGEMENT

David P. Polino
President
800.828.5000 ext. 287
716.883.5677 direct
dpolino@upstatenybbb.org

Kathleen B. Winter
Office Manager
716.881.5222 # 277
kwinter@upstatenybbb.org

Dawn Carlson
Operations Director
716.881.5222 # 244
dcarlson@upstatenybbb.org

Nadine Tasevski
Business Relations Manager
716.881.5222 # 262
ntasevski@upstatenybbb.org

Jane Donovan
Finance Manager
716.881.5222 # 259
jdonovan@upstatenybbb.org