BETTER BUSINESS BUREAU SERVING CHICAGO AND NORTHERN ILLINOIS
ANNUAL REPORT
2013
FINANCIAL
HIGHLIGHTS
Years ending August 31
2013
2012
2011
2010
2009
Cash + Investments
3,531,276
3,013,441
2,634,633
2,128,711
1,643,023
Total Assets
3,912,272
3,509,033
2,876,735
2,338,227
1,839,558
Total Liabilities
809,313
696,991
481,959
507,443
336,062
Net Assets
3,102,959
2,812,042
2,394,776
1,830,784
1,503,496
Total Operating Revenues
5,881,197
5,798,308
5,410,486
4,643,730
3,960,939
Total Operating Expenses
5,615,685
5,488,890
4,952,318
4,443,798
3,913,124
Net Operating Income
265,512
309,418
458,168
199,932
47,815
REVENUES
Membership Dues
Other Membership Revenues and Fees
Marketing and Sponsorship Revenues
Special Event Revenues, Net of Direct Costs
Industry Programs
Donated Public Service Announcements
Donated Services
Other Income
Total Revenues
2013
2,904,434
1,586,804
552,465
277,586
35,238
278,077
214,532
32,061
5,881,197
2012
2,856,568
1,478,326
497,556
182,349
37,075
349,353
350,379
46,702
5,798,308
EXPENSES - PERSONNEL
Salaries, Wages and Bonuses
Commisions - Employees
Commisions - Outside Contractors
Payroll Taxes
Group Insurance and Other Benefits
Retirement Plan Contribution
Total Personnel Expenses
2,049,334
565,648
390,061
217,121
279,307
60,070
3,561,541
1,634,896
581,240
366,278
221,721
238,095
49,001
3,091,195
EXPENSES - OTHER
Publicity and Promotion
Donated Publicity and Promotions
Publications and Related Printing Costs
Other Marketing and Promotion Expenses
Computer Processing Charges and Fees (eBINDr)
Other Technology and Phone Costs
Office Leases and Other Occupancy Costs
Professional Services
Donated Professional Services
BBB Council Dues
Operations and Membership Costs
Direct Program Costs
Credit Card and Bank Fees
Bad Debt Expense
Office Supplies and Postage/Delivery
Insurance
All Other Expenses
Total Expenses
272,180
340,321
173,329
50,718
152,759
134,958
239,749
34,792
216,203
97,975
79,243
92,618
82,853
(869)
49,908
23,724
13,683
5,615,685
276,848
450,444
160,849
48,860
154,677
104,510
223,217
115,923
348,379
92,792
38,541
153,916
80,724
40,827
69,672
17,780
19,736
5,488,890
NET OPERATING INCOME
Interest and Dividends
Net Realized and Unrealized Gains on Investment
265,512
67,730
42,325
309,418
59,497
48,351
INCREASE IN NET ASSETS
290,917
417,266
STATEMENT OF ACTIVITIES
YEAR IN
HIGHLIGHTS
2013
2012
Complaints Closed
49,207
Complaints Settled
2009
2011
2010
49,671
50,549
56,116
61,488
83%
80%
79%
76%
79%
Internet Pageviews
20,673,931
19,569,860
17,266,890
12,230,063
8,036,982
Total Phone Calls
102,447
96,986
72,768
123,832
132,866
BBB Educational Programs
1,792,670
2,263,400
1,497,008
1,400,683
1,019,815
Total Instances of Service
22,618,255
21,979,917
20,338,774
13,915,056
9,232,940
TOTAL INSTANCES OF SERVICE
TOTAL COMPLAINTS CLOSED
70,000
25,000,000
60,000
20,000,000
50,000
10,000
2009
TOP INDUSTRIES INQUIRY ACTIVITY
January 1 - December 31, 2013
56,116
2010
50,549
2011
49,671
2012
20,000
49,207
2013
9,232,940
5,000,000
30,000
61,488
40,000
13,915,056
10,000,000
20,338,774
21,979,917
22,618,255
15,000,000
2013
2012
2011
2010
2009
TOP INDUSTRIES COMPLAINT ACTIVITY
January 1 - December 31, 2013
Industry
# of
Inquiries
Industry
# of
Complaints
% of
Settlements
Roofing Contractors
124,782
Department Stores
6,760
99.99
Contractors - General
116,952
1,700
99
Construction & Remodeling
Services
111,949
Cellular Telephone
Service & Supplies
Airlines
1,279
96.72
Heating & Air Conditioning
95,820
878
90.43
Collection Agencies
93,482
Auto Dealers New Cars
Attorneys & Lawyers
82,895
867
99.88
Insurance Companies
75,530
Coupon Book
Promotions
Financial Services
71,786
Florists - Retail
789
97.59
Movers
71,653
Collection Agencies
726
87.6
Auto Dealers - Used Cars
71,652
Insurance Companies
691
92.76
Online Travel
Agencies
655
94.35
Financial Services
512
95.12
ACCREDITED BUSINESSES
& THE BOARD
TO OUR ACCREDITED BUSINESSES
Looking back at 2013 shows that it was a good year for many businesses and a challenging time for others. The Better Business
Bureau serving Chicago and Northern Illinois is pleased so many businesses continue to show their belief in the value of the BBB by
supporting its services to consumers and businesses.
The resources of the BBB have been used by a record number of people this past year. While we provide many diverse services,
from varied informational and educational programs to complaint handling and alternative dispute resolution, all are focused on
making our business community better.
Thank you for your support that makes all of this possible!
Steve J. Bernas
President & CEO
Carl G. Jacobson
Chair
BOARD OF DIRECTORS
CHAIRMAN
Carl G. Jacobson
GE Real Estate
IMMEDIATE PAST CHAIR
Roy Spencer
Perma-Seal Basement
Systems, Inc.
PRESIDENT & CEO
Steve J. Bernas
Better Business Bureau
VICE CHAIR
Cathy Bushman
Tiffany & Company
VICE CHAIR
Kimberly A. Svoboda
Insight
VICE CHAIR
Gerald M. Cole
MAGS Mid America Groups
Services, Ltd.
VICE CHAIR
Carlos M. Minetti
Discover Financial Services
TREASURER
Charles A. Gavzer
Cataldo Family Enterprises
SECRETARY
Michael E. Stanczak
Hanson Material Service
OUTSIDE COUNSEL
John A. Janicik
Mayer Brown LLP
Billy Abt
ABT Electronics & Applicances
Theodore J. Aldrich
Delaware Place Bank
Jack Arslanian
MiniMoves, Inc.
Rick Brouwer
Brouwer Bros Steamatic
Mollie Gawronski
BMO Harris Bank N.A.
Dan McLaughlin
Orland Park Village
Lawrence J. Carney
American Home Heating
Company, Inc.
A.F. Duffy Gaynor
IBM Corporation
Howard Medley
Medley’s Moving & Self Storage
Karrie Gibson
Vintage Tech Recyclers, Inc.
Harold (Sandy) Menger
Pave Man, Inc.
Dalye Gillett
The Inland Real Estate Group, Inc.
Bridget Moscatello
Empire Today, LLC
James Gnoffo
AAA Chicago
Robert Mudd
Mudd Advertising
Patricia Golden
NBC5 Chicago
Dale Mueller
Chicagoland Aamco Dealers
Thomas D. Graham
Airoom LLC
Bruce O’Neal
Matthews Roofing Company, Inc.
Peter Grande
State Farm Insurance
Dennis R. Ontaneda
Combined Insurance,
Worksite Solutions
Kathy Chabez
DeVry, Inc.
Cindy Chiappe-Kay
DeLuxe Corporation
Ilene Collins
Apartment People
Warner A. Cruz
J.C. Restoration, Inc.
Nicholas Dacanay
Dacanay Consulting
Bob Dalaskey
Arnold World Class Relocation
Jeffrey Dann
RJ2 & Associates, Inc.
Dennis DePaola
CBS 2 Chicago
Steve DeZara
Luna Carpet & Blinds, Inc.
Mark T. Doyle
National Van Lines
Michael Ernst
Chicago Fire Soccer Club
Rob Ewing
Walgreens
Steven Farber
WGN TV
David B. Fine
AT&T Inc.
Darrell Fisher
Midas International, Inc.
Ed Bachler
Nombach Home Exteriors
Gina Fisher
The Autobarn Volkswagen
of Countryside
Brian K. Barkley
Access One, Inc.
Paul Fisher
Danley Garage World
Bruce A. Bedwell
Chapman and Cutler LLP
John Fitterer
ComEd
Shirley Bicknell
Sears Holdings Corporation
Robert P. Fleck
Tribune Media Group
Giovanni T. Bollentino
Charter One Bank
Jeffrey J. Floerke
Chicago White Sox
Jerry N. Boudreau
TransUnion LLC
Christina K. Frank Bavery
MB Financial Bank. N.A.
Jan Breyne
Automated Data Processing (ADP)
Russell T. (Wicker) Freeman
Coyne College
Joseph B. Brocato
Pedersen & Houpt P.C.
Joseph M. Gagliardo
Laner, Muchin, Dombrow, Becker,
Levin and Tominberg, Ltd.
Patricia Brooks
Apple Vacations
Ed Garcia
Wireless Central LLC
E. Barry Greenberg
The Greenberg Law Firm
Michael T. Grisamore
CDW
David P. Gutman
David Gutman Consulting
Nicole M. Holtzmann
Chicago Sun-Times Media Group
Katherine L. Hust
U.S. Cellular
Richard Hynes
Hynes Associates
Architecture & Interiors
Joann Jackson
Integrated Project Management
Co., Inc.
Clark Johnson
FinishingChicago.com
David Kelly
Dex One Corporation
Christopher E. Kentra
Meckler, Bulger, Tilson,
Marwick & Pearson, LLP
Gary Lang
Gary Lang Auto Group
Brian LaPelusa
LaPelusa Home Improvement, Inc.
Brian Leonard
Cardio Partner Resources, LLC
Mark A. Lies
Seyfarth Shaw LLP
Jerry Lott
Bridgestone Retail Operations, LLC
Michael Magnusson
Pinnacle Advertising
David W. Maher
Public Interest Registry
Robert Marcocchio
Assurance Agency, Ltd.
Steve Piwowar
Four Seasons Heating
& Air Conditioning
Jason Roberts
Advantage Chevrolet
Allen Rodriguez
Rodriguez Consulting
Patrick Roney
McDonald’s USA, LLC
Patrick Santoro
Restore Construction, Inc.
Jim Schwantz
Von Sydow’s Moving & Storage
Paul F. Sivak
Precision Payroll of
America, LLC (PPA)
David Sloan
Chicago Automobile
Trade Association
Kelly Smith
The Pampered Chef
Vincent J. Sollecito
ABC7 Chicago
David Sparks
Sparks Consulting, LLC
Jerry S. Stock
U.S. Waterproofing
Christopher Terzich
Standard Bank and
Trust Company
Cecil Treadway
Treadway Enterprises, Inc.
John Wells
Hilton Chicago
James W. Wicklander
Lake County Press, Inc.
*Cover photograph credit:
Madeline Kish