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BBB Top Ten Complaint Industries

2/7/2012

Posted on 2/7/2012 by

The Better Business Bureau of Utah (BBB) has compiled the Top Ten industries for customer complaints according to their final statistics for 2011. For the year, the BBB provided 1.8 million total instances of service to the public, a new record. The BBB’s business reviews were viewed more than 1.6 million times, nearly double the viewings of the previous year.

The BBB received more than 17,000 complaints in 2011—down 8.6% from 2010—and resolved just over 74% of them. “Our complaints have decreased slightly,” said Jane Driggs, president and CEO of the BBB. “We believe this is due to consumers spending less, therefore fewer transactions and less chance for complaint. We hope that the increase in consumers accessing BBB business reviews indicates that consumers are checking first, before they do business with any company.”

Complaints against alarm companies continue to top the list. Utah is home to numerous alarm companies. The resolution for the alarm companies continues to improve, however the number of complaints rose slightly. The BBB encourages businesses to review their complaints and determine how they can eliminate or reduce their customers’ concerns.

The category “Untested Medical Products or Supplements” remains high on the list. These companies sell products that often make big promises (usually for weight loss or to help improve some aspect of your health) and usually come with trial offers and monthly fees that are not spelled out clearly and conspicuously.

One industry in which the BBB saw a 715% increase in complaints was penny auctions. This industry is receiving numerous complaints and resolves only a small percentage. The BBB urges consumers to carefully read all the terms and conditions on any website that offers penny auctions prior to giving a credit card number to participate.

Finally, while the majority of consumers contact the BBB via the Internet (99%), we saw an increase in the number of phone calls to the BBB, up to 62,106 calls.

Total Instances of Service: 1,860,176 (up 11% from 2010)

This number includes all phone calls, clicks on the BBB’s online seal, requests for quotes by consumers, BBB business reviews, lists of companies by type of business, general information on a type of business, and complaints.

BBB Business Reviews Issued: 1,674,569 (up 95% from 2010)

BBB Business Reviews (formerly known as reliability reports) are issued on the more than 67,210 companies in our database. We provide information, where available, on when a company started business, the principal officer, basic contact information, complaint information, government actions if applicable, advertising review issues, and other information contained in our files. These reviews offer a grade from A+ to F, based on 16 factors. The BBB routinely asks businesses for background information; however businesses do not always provide that data, so some reports may state we do not have information. BBB business reviews are available free at http://utah.bbb.org/Business-Search/.

Complaints Received: 17,156 (down 8.6% from 2010)

The BBB of Utah handles only complaints on companies based in Utah. Other complaints are sent to be processed by the BBB where the company is headquartered. There are currently 116 BBBs in the U.S. and Canada. Of the 17,156 complaints received by the Utah BBB last year, 13,723 were in the areas of consumer concerns that we handle and were sent to the company for a response and resolution. The BBB was able to resolve 74.25% of these complaints. Not being a government agency, the BBB does not have enforcement power. Therefore, we can only ask and encourage the company to respond to the consumer and resolve the matter. Companies are not required to respond. However, all complaints made against companies within our purview are made known to the public in our BBB business reviews.

Industry¹	Total Complaints	Rank by number of complaints	Percentage Change over 2010	Percentage of Resolved Complaints ²
Burglar Alarm Companies	1130	1	2.4%	98.32%
Untested Medical Products or Supplements	714	2	-11.8%	43.98%
Web Designers	491	3	-2.6%	62.32%
Training Program Companies	457	4	-31.9%	82.93%
Payday Loan Companies	349	5	61.6%	46.70%
Penny Auction	318	6	715%	22.64%
Credit Card Companies	257	7	16.8%	99.22%
Government Grant Services	230	8	4.5%	29.57%
Exercise Equipment Dealers	226	9	7.6%	99.12%
Consumer Finance & Loan Companies	213	10	-.9%	97.18%

1 Complaint rank is out of 3,947 industries categories.

2 Average resolution rate across all industries for 2011 was 74.56%.

Buyer Beware as Shoddy Knock-offs Infiltrate the Internet

2/3/2012

Posted on 2/3/2012 by

The market for counterfeit luxury items is wide and deep, selling everything from jewelry and perfume to handbags and sunglasses. For bargain-hunters looking for name-brand items at discount prices online, Better Business Bureau offers advice on avoiding web-based rip-off schemes.

Conterfeit is Big Business

According to a report by the Department of Homeland Security, the total domestic value of merchandise seized during fiscal 2011 was $78.3 million, an amount that would have had a value of $1.11 billion had it been legitimate. The category of seized consumer safety and critical technology goods rose in value by 41 percent compared to fiscal 2010, the report says.

Online classified sites like Craigslist or eBay are hot spots for counterfeit luxury item fraud online, and both offer “buyer beware” warnings. But venders are now setting up their own websites to fool frugal fashionistas.

“In a tight economy, consumers are always looking to save a buck or two,” said Katherine Hutt, spokesperson for the Council of Better Business Bureaus. “Too often, what looks to be a ‘great deal’ is really a shoddy knock-off in disguise.”

Spotting a Fake

BBB offers the following advice for shopping safely online when looking for deals on designer goods, as well as tips on how to spot a fake:

Always deal with reputable businesses. The number one way to avoid getting ripped off when buying luxury goods is to deal with reputable businesses. When in doubt, shoppers can contact the manufacturer and verify which venders are authorized sellers. Consumers should also check out the business with BBB at www.bbb.org/search before making a purchasing decision.

If the price seems too good to be true, it probably is. One of the biggest red flags for knock-off merchandise is an unrealistic price. Extremely low prices are tempting but not to be believed. Paying $100 for a $1000 purse could result in the consumer receiving a poorly constructed – and worthless – fake.

Read between the lines. Some websites or online classified ads will go overboard in their description of the item in order to coax the buyer’s trust. Overuse of “genuine,” “real” or “authentic” is a bad sign. Buyers also need to keep an eye out for sneaky phrases like “inspired by.”

Check the merchandise. Considering that the name is a large part of the motivation for buying a luxury brand, many manufacturers spend considerable time and energy on crafting the physical label. Counterfeiters aren’t usually as meticulous. Shoppers should look for misspelled words and brand names, poorly sewn logos and labels, etc. Some luxury goods carry an “authenticity label” with a hologram or other security measure.

Know the brand. Different luxury brands, such as purses, have specific hardware consumers can rely on to identify a genuine piece. Zippers, screws, clasps and stitching are usually very specific for the brand and the manufacturer often has details on their website explaining what to look for and how to spot a knock-off. Craftsmanship is king for most luxury brands. If the sunglasses snap in two in the first week, or if the stitching and seams are ragged and don’t match up on a purse, the items are probably counterfeit.

Consumers who have purchased counterfeit luxury goods should contact BBB and can easily file complaints online at www.bbb.org/complain. Consumers can also contact the Consumer Product Safety Commission at www.cpsc.gov and file a complaint online there as well.

For more consumer tips you can trust, visit www.bbb.org/news. To sign up to receive our Scam Alerts, visit BBB Scam Source at www.bbb.org/scam.

BBB Advises Consumers To Shop Around, Ask Questions Before Buying Funeral Services

2/3/2012

Posted on 2/3/2012 by

The Better Business Bureau (BBB) is advising consumers to ask lots of questions and consider several providers before buying or planning funeral services.

Americans spend billions on funerals every year, but the funeral or burial services don’t have to be costly. A funeral can be a simple internment or an elaborate affair with music, speakers, customized caskets and refreshments for mourners. Family, religious or personal preferences are important, but cost and convenience should be considered as well.

“Many families are forced to make decisions about funerals under stress,” said Michelle L. Corey, St. Louis, Missouri BBB President and CEO. “By educating themselves about the process and taking time to ask questions and compare costs, families can avoid overspending. They’re more likely to get the kind of service they want, too.”

The Federal Trade Commission’s Funeral Rule gives consumers a number of rights, including the right to receive written price lists, explanations of cemetery or legal requirements and the choice of using a container other than a casket for cremation. Some cemeteries have their own requirements, which must be explained fully before you make a purchase.

The BBB offers the following tips for avoiding funeral scams:

Be an informed consumer. Call and shop around before making a purchase. Funeral homes are required to provide detailed price lists over the phone or in writing. Ask if lower priced items are included on the price list.
Contact the BBB for a Business Review of any funeral home, cremation service, cemetery or other provider you may be considering. Check whether the funeral services director or embalmer is licensed. Reviews are available at www.bbb.org or by calling 801-892-6009.
Be alert for unsupported claims. Sellers who claim to have a product or service that will preserve human remains over the long term are misleading you. Funeral providers cannot determine how long a casket will preserve a body, so keep that in mind when deciding whether to purchase the more expensive “sealed” or “protective” casket. A casket is not legally required for a direct cremation.
Cemetery plots or niches in a mausoleum are sold more like a perpetual lease than a real estate deed. The rights of use should be spelled out in the contract. Ask if there are additional fees for vaults, opening the grave or perpetual care. Ask whether the cemetery has an endowment to provide for upkeep over time.
Research funeral home service fees. The Federal Trade Commission’s Web site at www.ftc.gov has information on charges that are prohibited under the Funeral Rule.
Embalming is not required if you choose direct cremation or immediate burial.
Resist high-priced sales pitches from funeral industry vendors. They should treat you with compassion; not pressure you.
Consult a friend or family member. Take along a friend or relative when you visit the funeral home. Someone who is not as emotionally invested as you are can assist with difficult decisions.
Require all proposed plans and purchases to be put in writing. Compare the posted prices and any oral promises with those listed in the contract. The contract should itemize all prices and specify any future costs. Check the contract for any restrictions.
Carefully read contracts and purchase agreements before signing. Ask if the agreements you sign can be voided, taken back or transferred to other funeral homes.
Prepaying for a funeral has advantages as well as risks. If you choose to prepay, carefully research your options and know your rights. You can always make plans in advance, without prepaying, and you may be better off putting money for a funeral in a savings account. Be sure to share your specific wishes with those close to you.

Protecting Data – Does Your Business Know What to Do?

2/3/2012

Posted on 2/3/2012 by

In times of escalating privacy and data breaches, customers expect every business — large or small — that collects their sensitive personal information will protect it. Better Business Bureau advises business owners to proactively address customer anxiety and takes steps to both prevent and prepare for a security breach. BBB has endorsed the Online Trust Alliance’s Data Protection and Breach Readiness Guide, recently updated for 2012

Last year, more than 125 million people were affected by data loss incidents. Increased awareness of these high visibility incidents, as well as aggressive data collection and sharing practices, have eroded consumers’ trust and online confidence, according to OTA.

“The Internet has become the land of opportunity for scams and, unfortunately, we see thousands of them every year,” notes Genie Barton, Vice President of the Council of Better Business Bureaus and director of its Online Behavioral Advertising Program. “Consumers need assurances that they can trust the companies they do business with to secure their data, and the OTA Data Protection and Breach Readiness Guide is a great tool to help businesses protect themselves and their customers.”

In the wake of a security breach, it’s important to take action quickly. Small and large businesses alike need to be able to readily determine the nature and scope of the data incident, and take all appropriate steps to contain and stop the attack.

BBB recommends the 2012 guide and encourages all businesses to use its suggestions to help build a safer Internet for all.

The 2012 Data Protection and Breach Readiness Guide reflects input from a wide range of stakeholders, including interviews with companies that have experienced breach and data loss incidents, and industry and breach analysis experts.

For more data security advice you can trust, visit www.bbb.org/data-security, and for a complete OTA guide, visit https://otalliance.org/breach.html.

Supply Selling Scan Email

2/2/2012

Posted on 2/2/2012 by

Scammers are always looking for someone who will step over the line of what is ethical to help them get money. They want our money.

Having worked for the BBB for ¼ of a century (The BBB is 100 this year!), I can tell you that you don’t get something for nothing and when someone says in hushed undertones “I can help you make money” and/or “it is a legal transaction” it isn’t something you want to get involved with.

What I find most interesting about this email is that she (Irene) has my name right! Usually they screw up on the important things. But, she didn’t have a phone number for me! You can call the Utah BBB at 801-892-6009 or email us at info@utah.bbb.org.

-----Original Message-----
From: Irene Henri [mailto:irenehenri@groupmail.com]
Sent: Thursday, February 02, 2012 4:54 AM
Subject: Business

Dear Jane Driggs
Tel:

It is my pleasure to have this opportunity to offer you a business transaction, which will yield high dividends for both of us.. The following is a brief overview on what the offer entails.. This offer entails you to stand as a supplier of a certain product to my company. I will secure a supply contract deal for you as our supplier of the product.This product is currently being sold by the manufacturer at a very low price and can be sold to my company at a much higher price.(The margin is over 90%) , getting my company to purchase the product at your fixed price is not a problem, my company is in need of this product. Basically what you are doing is to purchase this product at a relatively low price and sell it to my company at a marked up price, it is a legal transaction and I need you to partner with me on this project.please indicate your phone number in your reply if its different from the number stated above..

Best regards
Irene Henri

BBB Warns of Do Not Call Phone Scam

1/30/2012

Posted on 1/30/2012 by

BBB warns of Do Not Call phone scam

Better Business Bureau warns consumers that scammers are making phony phone calls claiming to represent the National Do Not Call Registry.

According to DoNotCall.gov, “The calls claim to provide an opportunity to sign up for the Registry. These calls are not coming from the Registry or the Federal Trade Commission, and you should not respond to these calls. To add your number to the Registry you can call 888-382-1222 from the phone you wish to register, or go click on ‘Register a Phone Number’ in the left column of this page.”

The National Do Not Call Registry gives consumers an opportunity to limit the telemarketing calls they receive. Once they register their phone number, telemarketers covered by the National Do Not Call Registry have up to 31 days from the date their telephone number is registered to stop calling.

BBB reminds consumers:

· Do not provide any personal information to unknown callers, including bank information, Social Security Number and contact information.

· If your number is already registered with the Do Not Call Registry, your registration does not expire. You can verify if and when your number was registered by going to DoNotCall.gov.

· The Federal Trade Commission does not allow private companies or other third parties to register consumers for the National Do Not Call Registry. Websites or phone solicitations that claim they can or will register a consumer’s name or phone number on the National Do Not Call Registry — especially those that charge a fee — are almost certainly a scam.

· FCC regulations prohibit telemarketers from using automated dialers to call cell phone numbers. As automated dialers are standard in the industry, most telemarketers are barred from calling consumers on their cell phones without their consent. However, you can still register your cell phone number if you’d like.

· You can file a complaint with The National Do Not Call Registry if you are still receiving unwanted phone calls after your number is on the registry for 31 days. Record the date and time the calls were made so that you can include that information in your complaint.

· Report telephone scams to BBB, the FTC and the Texas State Attorney General. The Telemarketing Sales Rule gives the FTC and local law enforcement officers the power to prosecute fraudulent telemarketers who operate across state lines.

To check the reliability of a company and find trustworthy businesses, visit bbb.org.

About Better Business Bureau:
BBB's mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by creating a community of trustworthy businesses, setting standards for marketplace trust, encouraging and supporting best practices, celebrating marketplace role models and denouncing substandard marketplace behavior.

Businesses that earn BBB Accreditation contractually agree and adhere to the organization's high standards of ethical business behavior. BBB is the preeminent resource to turn to for objective, unbiased information on businesses and charities.

Contact BBB serving Utah at (801) 892-6009.

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BBB Advice: Proceed with Caution When Dating Online

1/24/2012

Posted on 1/24/2012 by

Valentine’s Day is right around the corner! Are you looking for love? Millions use dating and social networking sites to meet people. While many are looking to start a successful relationship, there are those using these sites to take advantage of others. Unfortunately, the anonymity of the internet makes it easy for con artists to use these sites to meet potential victims.

These con artists create fake profiles to build online relationships, and eventually convince victims (often seniors) to send money in the name of love. Better Business Bureau offers these tips to help you recognize when the relationship may not be what you think – especially when your “Sweetheart”

· Wants to leave the dating site immediately and use personal email or telephone.

· Claims love within moments of meeting you online.

· Claims to be from the U.S. but is traveling overseas.

· Plans to visit, but is prevented by some sort of emergency or deal gone bad.

Here are a few things that people can do to help prevent being scammed on dating sites. Don’t wire money to cover:

· Travel

· Medical emergencies

· Hotel bills

· Hospital bills for a child or other relative

· Visas or other official documents

Don’t send money to tide someone over after a financial setback, and don’t do anyone a favor by making an online purchase or forwarding a package to another country. One request leads to another, and delays and disappointments will follow. In the end, the money will be gone along with the person you thought you knew.

You can report online relationship scams to the FBI’s IC3 at www.ic3.gov, to your State Attorney General, and to the Better Business Bureau.

For more information go to www.bbb.org or call 1-801-892-6009.

Scammers delight in using the BBB name: Don't open fake email

1/19/2012

Posted on 1/19/2012 by

For the fourth time since November, 2011, scammers have shown that they recognize the power of the BBB name. The latest misuse of the BBB trusted name is another phony complaint notification.

The message says that the recipient has a complaint pending against them with the BBB and instructs them to click on a link to see and respond to the complaint. Once clicked, malware invades the user’s computer.

The email is sent from multiple addresses with the subject line "Complaint #" followed by a nine-digit number. BBB Accredited and non-Accredited Businesses have been targeted, and some consumers have also received the email.

Some emails appear to be coming from risk@bbb.org and service@bbb.org and contain the Council of Better Business Bureau’s (CBBB) address in Arlington, VA at the bottom of the message

Recipients of any such emails should NOT click on the link and should immediately delete the message.

The BBB has advised that anyone who receives a phishing email to take the following precautionary steps:

· Do not click on any links or reply to the message

· Completely delete the message from your inbox

· Run a full virus scan on your computer if you did click on any links

If you have concerns that you might have an actual complaint, please contact your local BBB office immediately at 801-892-6009 or email us: info@utah.bbb.org.

BBB Reminds Consumers of Their Free Annual Credit Report

1/17/2012

Posted on 1/17/2012 by

BBB reminds consumers of their free annual credit report

The Fair Credit Reporting Act allows consumers a free annual credit report

Start the new year knowing your credit is in good standing and your credit report is accurate. Under the Fair Credit Reporting Act, consumers can receive a free copy of their credit report from each of the three nationwide reporting agencies — Experian, Equifax and TransUnion — every 12 months.

Many television advertisements and websites claim to offer “free credit reports,” “free credit scores” or “free credit monitoring.” However, BBB reminds consumers that AnnualCreditReport.com is the only authorized source for free annual credit reports under federal law.

Additionally, BBB reminds consumers that a credit report is different than a credit score. A credit report is a snapshot of your credit use history which gives a lender a view of whether you pay your debts back or not. Your credit score is a number which shows lenders how much of a risk you are in paying back a debt.

BBB offers these tips for pulling your annual credit report:

· Do not access the Annual Credit Report Request Service through links from unfamiliar websites. If you get an e-mail or see a pop-up ad claiming it’s from AnnualCreditReport.com or any of the three nationwide consumer reporting companies, do not reply or click on any link in the message. To help ensure the privacy and protection of your personal information, go to AnnualCreditReport.com directly to request your free annual credit report either by secure website, phone or email. AnnualCreditReport.com will not approach consumers via email, telemarketing or direct mail solicitations.

· Consider pulling your reports quarterly. While you can pull all three credit reports at once, you can also consider pulling your credit reports quarterly. Pulling your reports separately allows you to better monitor your reports and keep track of any changes or new information that may appear on your credit report. If you pull all your reports at once, you won’t be eligible to pull your report for another 12 months.

· Pull your child’s credit report. As child identity theft remains a national problem, it can be just as imperative to pull your child’s report as it is to pull your own. While the credit reporting agencies do not knowingly maintain credit files on minor children, you can contact the credit reporting agencies directly and they can run the report.

· Avoid companies that claim they can improve your credit for free. The Federal Trade Commission cautions consumers to be wary of companies that make claims regarding credit repair. These companies, commonly called credit clinics, don't do anything for consumers that consumers cannot do for themselves at little or no cost. Beware of any organization that offers to create a new identity and credit file for you. For more information on credit clinics and a list of warning signs visit www.ftc.gov.

· Dispute inaccuracies on your credit report. Inaccurate, derogatory information can lower your credit score and may indicate possible fraudulent activity. If you find information that you believe is inaccurate, you have the right to dispute it free of charge. Go directly through the reporting agency you pulled your report from to file your dispute.

To check the reliability of a company and find trustworthy businesses, visit bbb.org.

Contact BBB serving Utah at 801-892-6009.

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BBB Top Ten Scams of 2011

1/3/2012

Posted on 1/3/2012 by
Better Business Bureau investigates thousands of scams every year, from the latest gimmicks to schemes as old as the hills. Our new Scam Source (www.bbb.org/scam) is a comprehensive resource on scam investigations from BBBs around the country, with tips from BBB, law enforcement and others. You can sign up to receive our Scam Alerts by email, and you can also be a scam detective yourself by reporting scams you’ve discovered. We’ve divided scams up into nine major categories and picked the top scam in each, plus our Scam of the Year.

Top Job Scam
BBB sees lots of secret shopper schemes, work-from-home scams, and other phony job offers, but the worst job-related scam can dash your hopes and steal your identity. Emails, websites and online applications all look very professional, and the candidate is even interviewed for the job (usually over the phone) and then receives an offer. In order to start the job, however, the candidate has to fill out a “credit report” or provide bank information for direct deposit of their “paychecks.” The online forms are nothing more than a way to capture sensitive personal data – Social Security number, bank accounts, etc. – that can easily be used for identity theft. And, of course, there is no job, either.

Top Sweepstakes and Lottery Scam
Sweepstakes and lottery scams come in all shapes and sizes, but the bottom line is almost always this: You’ve won a whole lot of money, and in order to claim it you have to send us a smaller amount of money. Oh, and keep this confidential until we’re ready to announce your big winnings. This year’s top sweepstakes scam was undoubtedly the email claiming to be from Facebook founder Mark Zuckerberg announcing that the recipient was the winner of $1 million from the popular social networking site. These kinds of scams often use celebrities or other famous names to make their offer seem more genuine. If you aren’t sure, don’t click on the link but instead go directly to the homepage of the company mentioned. If they are really giving away $1 million, there will be some kind of announcement on their website. But don’t waste too much time looking.

Top Social Media/Online Dating Scam
On the Internet, it’s easy to pretend to be someone you are not. Are you really friends with all of your “Friends” on Facebook? Do you have a lot of personal information on a dating site? With so much information about us online, a scammer can sound like they know you. There are tons of ways to use social media for scams, but one this year really stands out because it appeals to our natural curiosity…and it sounds like it’s coming from a friend. Viral videos claiming to show everything from grisly footage of Osama bin Laden’s death to the latest celebrity hijinks have shown up on social media sites, often looking as if they have been shared by a friend. When you click on the link, you are prompted to “upgrade your Flash player,” but the file you end up downloading contains a worm that logs into your social media account, sends similar messages to your friends, and searches for your personal data. The next time you see a sensational headline for the latest viral video, resist the urge to peek.

Top Home Improvement Scam
Always near the top of BBB complaint data are home improvement contractors who often leave your home worse than they found it. They usually knock on your door with a story or a deal – the roofer who can spot some missing shingles on your roof, the paver with some leftover asphalt who can give you a great deal on driveway resealing. Itinerant contractors move around, keeping a step ahead of the law…and angry consumers. The worst are those who move in after a natural disaster, taking advantage of desperate homeowners who need immediate help and may not be as suspicious as they would be under normal circumstances. A large percentage of BBB’s Accredited Businesses are home contractors who want to make sure you know they are legitimate, trustworthy and dependable. Find one at www.bbb.org/search.

Top Check Cashing Scam
Two legitimate companies – Craig’s List and Western Union – are used for an inordinate amount of scamming these days, and especially check cashing scams. Here’s how it works: Someone contacts you via a Craig’s List posting, maybe for a legitimate reason like buying your old couch or perhaps through a scam like hiring you as a secret shopper. Either way, they send you a check for more than the amount they owe you, and they ask you to deposit it into your bank account and then send them the difference via Western Union. A deposited check takes a couple of days to clear, whereas wired money is gone instantly. When the original check bounces, you are out whatever money you wired…and you’re still stuck with the old couch.

Top Phishing Scam
“Phishing” is when you receive a suspicious phone call asking for personal information or an email that puts a virus on your computer to hunt for your data. It’s almost impossible to avoid them if you have a telephone or an email account. But the most pernicious phishing scam this year disguised itself as official communication from NACHA – the National Automated Clearing House Association – which facilitates the secure transfer of billions of electronic transactions every year. The email claims one of your transactions did not go through, and it hopes you react quickly and click on the link before thinking it through. It may take you to a fake banking site “verify” you account information, or it may download malware to infiltrate your computer.

Top Identity Theft Scam
There are a million ways to steal someone’s identity. This one has gotten so prevalent that many hotels are posting warnings in their lobby. Here’s how it works: You get a call in your hotel room in the middle of the night. It’s the front desk clerk, very apologetic, saying their computer has crashed and they need to get your credit card number again, or they must have gotten the number wrong because the transaction won’t go through, and could you please read the number back so they can fix the problem? Scammers are counting on you being too sleepy to catch on that the call isn’t from the hotel at all, but from someone outside who knows the direct-dial numbers for the guest rooms. By the time morning rolls around and you are clear-headed, your credit card has been on a major shopping spree.

Top Financial Scam
In challenging economic times, many people are looking for help getting out of debt or hanging on to their home, and almost as many scammers appear to take advantage of desperate situations. Because the federal government announced or expanded several mortgage relief programs this year, all kinds of sound-alike websites have popped up to try to fool consumers into parting with their money. Some sound like a government agency, or even part of BBB or other nonprofit consumer organization. Most ask for an upfront fee to help you deal with your mortgage company or the government (services you could easily do yourself for free), and almost all leave you in more debt than when you started.

Top Sales Scam
Sales scams are as old as humanity, but the Internet has introduced a whole new way to rip people off. Penny auctions are very popular because it seems like you can get something useful - cameras, computers, etc. – for way below retail. But you pay a small fee for each bid (usually 50₵ to $1.00) and if you aren’t the winner, you lose that bid money. Winners often are not even the top bidder, just the last bidder when time runs out. Although not all penny auction sites are scams, some are being investigated as online gambling. BBB recommends you treat them the same way you would legal gambling in a casino – know exactly how the bidding works, set a limit for yourself, and be prepared to walk away before you go over that limit.

Scam of the Year
Yep, it’s us – the BBB phishing scam. Hundreds of thousands, perhaps millions, of people have gotten emails that very much look like an official notice from BBB. The subject line says something like “Complaint Against Your Business,” and the instructions tell the recipient to either click on a link or open an attachment to get the details. If the recipient does either, a malicious virus is launched on their computer…a virus that can steal banking information, passwords and other critical pieces of information needed for cyber-theft. BBB is working with security consultants and federal law enforcement to track down the source of these emails, and has already shut down dozens of hijacked websites. Anyone who has opened an attachment or clicked on a link should run a complete system scan using reputable anti-virus software. If your computer is networked with others, all machines on the network should be scanned, as well.

For more information on these and other scams, go to BBB Scam Source (www.bbb.org/scam). Sign up for our Scam Alerts and learn about new scams as soon as we do.

The Better Business Bureau was founded in Minneapolis, Minnesota in 1912. It was started by ethical business owners frustrated by having to compete with companies that were using misleading advertising to attract customers. These business owners banded together to form a "Vigilance Committee," which challenged these unethical companies and made their findings public. In 1913, the Better Business Bureau of Utah (originally named the Business Men’s Alliance) was established. There are now 116 BBBs throughout the United States and Canada.

The mission of the Better Business Bureau is to be the leader in building marketplace trust by promoting, through self-regulation, the highest standards of business ethics and conduct, and to instill confidence in responsible businesses through programs of education and action that inform, assist and protect the general public. For additional information on Better Business Bureau services, visit the Better Business Bureau’s Web site at www.utah.bbb.org or call (801) 892-6009, or toll-free in Utah (800) 456-3907.

E-Book Scams Rip Off Readers, Authors And Publishers

12/20/2011

Posted on 12/20/2011 by
The growing popularity of electronic books for devices like the Amazon Kindle, the Barnes & Noble Nook and other devices has inspired scams by unrelated firms that target readers, authors and authorized book publishers, the Better Business Bureau (BBB) warns.

E-book sales are growing exponentially, according to the American Association of Publishers. For the first eight months of 2011, e-book sales totaled $649.2 million. In February, sales of e-books eclipsed those of traditional paperbacks. And e-readers are expected to be a hot gift item for the holidays.

“Readers love the convenience of e-readers, which allow them to carry several books around in a compact format,” said Michelle L. Corey, BBB President and CEO of the BBB in St. Louis, MO. “But consumers need to be careful when making e-book purchases if they want quality reading materials without unwanted advertising or malware. They also may want to avoid buying plagiarized or worthless books.”

Some scams target consumers, offering worthless material at a low price that inspires impulse purchasing. Others target authors or authorized publishers by pirating books published legitimately elsewhere. Common scams include:

E-books filled with useless and often badly written information sold for a couple of dollars. Malware is sometimes attached in order to obtain your credit card information.
A single book is given different editorial spins and then sold under different titles or authors’ names.
Material is plagiarized from websites and blogs, then packaged into an e-book and sold.
Writing competitions that offer to publish winners’ work digitally. Although the contests include entry fees, the cost to publish digitally is minimal.
E-readers spammed with ad-laden works and hotlinks to both commercial and malware sites that load viruses onto your machine.
E-book purchases and sales used to build up credentials for bogus sellers and buyers on auction sites.

To avoid e-book scams, the BBB advises:

Take a good look at the website that offers the item. Does it have a BBB logo? If it does, click on it to see if it’s legitimate (a BBB dynamic seal will take you to the company’s BBB Business Review).
Make sure that the site is secure when you place the order: Look for https:// at the beginning of the site’s URL (website address) on the page where you enter payment information.
Stick with authors you already know or those who have an established reputation.
If you decide to buy from an unfamiliar author, see if you can download a free sample first to test the quality. Some sites allow you to preview a book before you buy it.
Don't be taken in by great reviews that accompany cheap e-books. They may be genuine or the writers may have been paid to produce them.
Do a search on the book name or author to see what other people say or how many other books the author claims to have written.
Don't click on links inside an e-book unless it's by an established, reputable author and sold through a legitimate website. Even then, it’s advisable to visit the author’s website using your Internet browser rather than using the link.
If you believe you've been scammed, seek a refund. You should also register your complaint with the seller's customer service department. And, if all else fails, do other readers a favor by writing an honest review of the book.

Check a company’s BBB Business Review before you make a purchase by going to www.bbb.org or by calling 801-892-6009.

Give with Confidence in 2011: Ten Holiday Giving Tips from BBB

12/15/2011

Posted on 12/15/2011 by

Holiday time is the season for giving. These days, when household budgets are stretched, consumers naturally want to make the most of their precious contributions. The BBB can offer tips to help you avoid charity scams and enrich your experience as a philanthropist.

Avoid Scams

1. Be sure the group is a charity. Not every group that solicits money at holiday time is a charity. And in 2011, the Internal Revenue Service stripped over a quarter of a million charities of their tax exempt status, after they failed to file required paperwork for several years in a row. If you plan to deduct your contribution, take a moment to check the current list of tax exempt charities through the search utility in “Publication 78” at the IRS website, www.irs.gov.

2. Find out if the charity is properly registered with the state. See whether the charity is registered to solicit in Utah, as legally required, at http://consumerprotection.utah.gov/consumerinfo/charities.html.

3. Check to see if the charity meets high performance standards. The BBB has published reports on 9,000+ national and local charities, which have been assessed against the 20 BBB Standards for Charity Accountability. The Standards cover a wide array of evaluation points, including strong governance and financial management; accuracy and honesty in fundraising practices; privacy protection for donors; and the charity’s assessment of its own impact, to name just a few. We’ve done the homework for you. See all the reports at www.utah.bbb.org, where you can search for your charity by name.

4. Watch out for sound-alike charities. Questionable charity groups sometimes spring up in popular giving categories (such as cancer charities). If a charity sounds familiar but you aren’t sure about its identity, contact the BBB or your local Attorney General’s office to ask about it.

5. Say no to high-pressure pitches and charities you have not vetted. If you are pressured by someone to give, over the phone or in person, ask to see written information or simply say no. High pressure or a refusal to provide written details are signs that you may be encountering a scam. Friends may contact you through social media, forward solicitation emails or text you about giving opportunities that sound cool but that are really unknowns which haven’t been checked out. If you are interested in one of these – check them out yourself before considering a gift.

6. Look inside yourself: choose charities that reflect your passions. If you are a hiker, you may care about environmental issues and wildlife causes. If you are interested in visual or performing arts, you may decide to support museums or symphonies. Perhaps you know of a charity that is helping an underserved group or neighborhood that matters to you. This is a great time of year to “vote” for causes you care about, by supporting them with your dollars.

7. Look outside yourself: support charities that are meeting community needs. In the current difficult economic environment, charities are facing increased needs with limited resources. Every donation matters, no matter how small. Look around and see what the needs are - where you live, and across the world. Then give to charities that are helping the communities you care about in key ways.

8. Be proactive with your giving. It’s better to select charities yourself, check them out, and then go directly to them to make your donations, without waiting to be solicited. If you look up a charity’s website and donate through the site or call them to donate, you can be certain that your gift is reaching the actual charity of your choice. For any online donations, make sure you are giving through a secure site: look for the “https” letters in your browser, where the site’s address appears, as well as the lock symbol. When you give without being asked, you also save the charity money on fundraising costs, which can then be used for program purposes.

9. Give with your family. Many families like to research charities, talk about issues that interest them, and choose donations as a group. For parents, this can be an especially meaningful and rewarding way to spend time together and to impart strong philanthropic values to children.

10. Give with your friends. Giving circles are popular. Like-minded individuals often form groups to share information and research about issues and charities. Sometimes they even join forces and give together to specific causes or nonprofits. This can be a valuable bonding experience, as well as a great way to sharpen your understanding of the community environment.

Individuals and charities can ask the BBB to conduct a review of an eligible charity. To submit a request for review of a Utah charity, send an email to Jim Judge at charity@utah.bbb.org or call 801-892-6000.

Amazon.com Email Scam

12/9/2011

Posted on 12/9/2011 by
Our Better Business Bureau has been alerted about a scam circulating regarding a fake shipment from Amazon.com. The email claims that the recipient has purchased a ‘Fat Loss Monitor’ for $189.95 and hyperlinks to a website not associated with Amazon.com.

Do NOT click on any hyperlinks and immediately delete this email. If you did click any links, do a virus scan immediately. See below for an example of this scam:

Date: Fri, Dec 9, 2011 at 7:36 AM
Subject: Your Amazon.com order of "Omron WZH-638T Fat Loss ..." has shipped!
To: teri.wright@helenaymca.org

Hello,

Shipping Confirmation
Order # 021-5410667-7705300

Your estimated delivery date is:
Tuesday, December 13, 2011

Track your package Thank you for shopping with us. We thought you'd like to know that we shipped this portion of your order separately to give you quicker service. You won't be charged any extra shipping fees, and the remainder of your order will follow as soon as those items become available. If you need to return an item from this shipment or manage other orders, please visit Your Orders on Amazon.com.

Shipment Details

Omron WZH-638T Fat Loss Monitor, Black $189.95
Item Subtotal: $189.95
Shipping & Handling: $0.00
Total Before Tax: $189.95
Shipment Total: $189.95
Paid by Visa: $189.95

You have only been charged for the items sent in this shipment. Per our policy, you only pay for items when we ship them to you.

Returns are easy. Visit our .
If you need further assistance with your order, please visit Customer Service.

We hope to see you again soon!
Amazon.com

Suggestions for Safe Shopping Satisfaction

12/6/2011

Posted on 12/6/2011 by

The popularity of online shopping has increased in recent years, and Better Business Bureau wants consumers to be smart and responsible before emptying the virtual shopping cart. Click "buy" with caution.

According to Forrester Research, online retail sales are expected to top $190 billion in 2011. This amount of traffic is sure to attract less-than-honest retailers. While the allure of shopping from home in pajamas is appealing, it is important to consider the implications of doing business with unknown online retailers.

BBB serving Utah offers six suggestions for safe shopping satisfaction:

Screen the seller. Research the business on bbb.org. Make sure it is a reputable retailer.
Scope the security. Look for the "s" in the address bar of the website. "Https" means that the connection is secure.
Schedule the shipping. Read shipping conditions to make sure gifts arrive in time to be under the tree. Check with Fedex, UPS and USPS to understand the appropriate holiday deadlines.
Swipe for settlement. Pay with a credit card. Be stingy with personal information if it is not relevant to the transaction.
Save the specifics. Always read the fine print to understand the retailer's return and refund policies. Look for "restocking fees" or warranty information, if available, and print copies.
Study a sample. Don't be taken by surprise. If the product is available locally, try to examine it physically before purchasing it online.

For more safe shopping help, visit the Federal Trade Commission's Online Shopping and E-Payments website. For other holiday advice, check out bbb.org.

BBB is NOT sending the email!

11/21/2011

Posted on 11/21/2011 by
BBB of Utah is warning businesses and consumers regarding an email which is made to appear as if it was sent by BBB of Utah. This email contains an attachment regarding a complaint. The email is a fake. Please do not open any attachments and disregard this email. The email is fraudulent and does not originate from BBB. The email attachment may contain malicious content and should be deleted from your computer immediately. Please note that BBB does not send complaints as attachments via email and strongly advises you to be careful when opening attachments even if you know the sender. The BBB is working diligently to shutdown the malicious activity and will continue to do so until the threat is contained.

BBB Warning: Beware of Suspicious Emails

8/19/2011

Posted on 8/19/2011 by

BBB wants to warn consumers and business about two suspicious emails.

One is a scam involving the BBB name and the other is a questionable email that came to BBB’s attention from a BBB Accredited Business.

First, a local Accredited Business forwarded an email they received from MerchantBankingResources.com. BBB believes this message could be an attempt to steal your personal information! The subject line reads, “New message from your BBB Accredited Business website.” The message was sent by someone using the “Contact Us” button on the company’s BBB-provided website. The BBB had nothing to do with the message. We suspect this is a coincidence, and BBB Accredited Businesses are not the only ones being targeted, as messages could be sent to any small business with a website that includes a “Contact Us” button. A copy of the message is below:

From: DKramer@MerchantBankingResources.com

Subject: New message from your BBB Accredited Business website
To: xxxxxxxxxxxxxx
Date: Thursday, August 18, 2011, 10:15 AM

Hello, My name is Dan Kramer and I am a Merchant Banker based out of Las Vegas. Currently, I am reaching out to small to medium sized businesses in your area offering a complimentary credit card analysis to show you where your business may be spending unnecessary money. All it takes is a copy of your merchant report and in 24 hours, I will have a report showing you the exact areas where Merchant Banking Resources can save you some serious money. To date, we have managed to save 1500 different businesses upwards of $600 a year per location. Some of our biggest clients include: Wal-Mart, Kentucky Fried Chicken, and Target. In addition to our credit card processing, we also offer a cash advance and commercial loan program to help take your business to the next level. Our company services businesses just like yours from coast to coast. With offices in New York and California, we are licensed in all 50 states as well as Canada. For more information, please visit our website at www.MerchantBankingResources.com! Call or e-mail now to schedule your complimentary credit card analysis with an experienced Merchant Banker! Thank You

After receiving the forwarded message, BBB found www.MerchantBankingResources.com is affiliated with a business named Merchant Banking Resources. While we cannot say for sure that this is a scam, the information gathered suggests it could be. Here is the information we gathered:

1. The website is relatively new, having been registered in March.

2. The name listed is “Mark McGuire” out of Pennsylvania (which could be a false name and location), supposedly with “Federated Payments Canada.” But “McGuire” lists a yahoo.com e-mail

address. In BBB’s experience, a legitimate business registering a website would not normally do so in the manner this site was registered.

3. The “name servers” listed with the website registrar suggests the URL is probably being forwarded to another website, which could be anywhere in the world.

4. The BBB system has no report on Merchant Banking Resources, which could either be because the business is new and we have not yet received inquiries or complaints about it, or it could be because this a scam operating outside the US.

BBB is encouraging any business that receives this email not to provide any information at this time.

The second suspicious email involves false emails requesting a BBB rating verification. BBB is cautioning businesses and consumers about this email that is purporting to come from BBB. The email appears to come from a fake BBB address (BBBupdate@post.com) in the Atlanta, Georgia metro area and falsely requests verification and validation of BBB Ratings.

The email message reads:

"Our data shows a pending rating or review about you or your business. Derogatory/Negative reviews or ratings can impact you business profile and become permanently visible to customers, clients, vendors, and agencies. CONTACT OUR NOTIFICATION DEPARTMENT IMMEDIATELY FOR VERIFICATION AND VALIDATION OF THIS ALERT."

BBB wishes to remind all businesses and consumers that we are not conducting a verification request nor are we issuing emails in response to a pending rating about you or your business. Should you receive such an email, please disregard its message, and report any information received to your local BBB. The Council of BBBs Legal Department is working to find out who is behind this and will take all appropriate action to protect its trademark.

For more information, contact the BBB at 801-892-6009 or go to www.utah.bbb.org.

Payday Loan Protection - Sounds Like a Racket!

6/15/2011

Posted on 6/15/2011 by

The Better Business Bureau of Utah (BBB) today issued a nationwide warning to consumers about the Washington, Utah-based EZ Loan Protection, a company that sells payday loan “protection.” More than one hundred complaints have come in to the BBB from 31 states across the U.S. in the past six months.

The complainants allege that consumers have no knowledge of EZ Loan Protection and do not remember signing up for any sort of loan protection. In fact, several consumers said that they have not taken out a payday loan, ever. All complaints allege that EZ Loan Protection took $30 out of the consumer’s bank account, and the customer wants the money back!

The company has responded to some complaints (although some remain unanswered and many are unresolved) by stating “Our records indicate that [customer] entered into our program and was charged $30.00 on [date] in compliance with our terms and conditions.”

Customers are not sure how the company got their bank account information. Some say that a representative from the company called and offered the product, but even after declining, the customer was still charged. Other consumers state that they were on a website and there was a popup, which they closed – but were still charged. Still other customers are baffled by how the company got their information as they rarely do business through the Internet.

“This company is obviously not telling customers in a clear and conspicuous manner that they will be charging them for loan protection services,” said Jane Driggs, BBB president.

The BBB offers the following tips for consumers to protect themselves when purchasing over the Internet:

Verify the company’s contact information (name, address, phone numbers) before you give out any personal information.
Read the terms and conditions carefully. If you don’t understand them, ask. If you are unable to get a suitable response, don’t do business with the company.
Use a credit card for your purchase instead of a debit card. Debit cards take money out of your checking account, immediately.
If a pop-up appears after purchasing an item, read the box carefully to see how you can close it out without agreeing to a purchase.

The Better Business Bureau of Utah is a non-profit organization that provides services and programs to assist consumers and businesses. The focus of the BBB’s activities is to promote an ethical marketplace by encouraging honest advertising and selling practices. For additional information on Better Business Bureau services, visit the Better Business Bureau’s Web site at www.utah.bbb.org or call (801) 892-6000, or toll-free in Utah (800) 456-3907.

QR Codes and Tags – BBB Advises Clicking with Caution

6/7/2011

Posted on 6/7/2011 by
I went shopping for perennials recently and on almost every plant stake was a wavy tag that invited me to scan it with my smartphone for more information about the care and feeding of said plant. Clever idea.

Once you’re aware of QR codes (short for Quick Response) and High Capacity Color Barcodes (think Microsoft Tag), there is no escaping them. They are everywhere: business cards, product displays, magazines, newspapers, brochures, cups, street signs, paper bags, store receipts, even airline tickets.

QR Codes are easily identifiable – black pixels arranged in a square pattern on a white background – and just as easy to create. They were originated a decade ago by a subsidiary of Toyota as a means to keep track of vehicle manufacturing, and now they’re used by businesses, organizations and consumers as a means to provide tons of pertinent information in a tiny space.

Microsoft Tags are just as easy to spot with their four colors and series of triangles in wavy lines. USA Today, for example, includes them throughout its paper for those who want to read more about articles that interest them.

To take advantage of this new technology, you need both a QR code and the Microsoft Tag installed on an Internet-enabled mobile device. There are numerous QR barcode readers online (some free, some not free) and a free tag download at Microsoft. You can also download QR generators.

Consumers are learning that QR codes and Microsoft Tags are a fast and easy way to obtain the information they want. Snap a picture of a QR code on a product display and get installation directions. Scan a QR code in a magazine advertisement and get details on a how to win a trip to paradise. Need to find out how to find a business? Scan its code in yesterday’s paper. Looking for coupons? Check out a business’ QR code. Want to provide customer feedback? Many businesses use QR codes for that, too.

All of this sounds harmless, but as we’ve seen with the Internet and compatible devices, computer hackers and would-be identity thieves always find a way to install malware and viruses when new technology hits the masses. For example, they might use a QR codes to appear as if it comes from a legitimate business to phish for sensitive information or as a way to get you to an entirely different Web site altogether.

Because of this, the BBB advises consumers to click with caution. If it’s not a company you trust, don’t click on the QR code or tag.

Online Scams Proliferate in Wake of Bin Laden's Death

5/4/2011

Posted on 5/4/2011 by

In the aftermath of the death of Osama Bin Laden this past weekend, the Wisconsin Better Business Bureau (BBB) is warning consumers to watch out for a slew of cyber-scams that have popped up in the past few days.

According to Kaspersky Labs, an Internet security firm, malicious Web sites and links have been proliferating on Google Images search, Facebook, and other social media sites.

On Facebook, a fake video purporting to show the death of Bin Laden prompts users to input a malicious URL into their browsers, which will infect their computer with a virus. Kaspersky also reports that other Facebook scams lure victims to malicious Facebook Pages with promises of free airplane tickets, and other “free” offers to “celebrate Osama’s death.”

Consumers should also be very wary of links to Osama related Web sites that they find on Twitter, or any link with a URL that leads to an unfamiliar webpage. Often these links will lead consumers to Web sites with viruses, or forms that encourage consumers to enter personal information, which can be used to steal their identity, or for phishing scams.

In addition, consumers should beware of phishing emails that claim to be from “insiders”, such as Pakistani citizens or U.S. military troops, that request their help in smuggling Bin Laden’s fortune out of the country. These emails are simply an updated version of the old “Nigerian prince” scam letters.

The BBB also is aware of emails to consumers that appear to be from the “FBI”. The emails appear to be a threat that the “FBI” has negative information about the reader, specifically that they’ve visited “illegal websites” or that they need to pay for a “security clearance”. While not specifically mentioning recent news events, the scammers appear to be capitalizing on the heightened awareness of FBI and CIA activities.

BBB Tips:

Be mindful about clicking on links that purport to show information that’s not widely available from respected news sources. In the case of Bin Laden, no photos or videos related to his death have been released. Be extremely skeptical of links that say otherwise.
Be wary of free offers “celebrating” any sort of occasion, especially if the offer comes from a company or Web site you haven’t heard of before. Often times all it takes for a scammer to infect your computer with a virus is clicking on one bad link.
If you you’re unsure if an offer or a Web site is legitimate, contact BBB at 801-892-6009.
Do not respond to any emails or letters that ask for your assistance in smuggling money out of a foreign country.

For more information on how consumers can protect themselves against scams, or to find reputable businesses, they can visit www.utah.bbb.org.

Dog Boarding Scam

1/13/2011

Posted on 1/13/2011 by Jane Driggs

Well, I guess if the Better Business Bureau wants to start a side business, we’ve already got one consumer who wants us to be a dog boarding facility. This email was sent to me today, asking me if I’d board her dog for her – they’ll even bring it to me.

From: Shannon Newton [mailto:newtons81@yahoo.com]
Sent: Thursday, January 13, 2011 6:46 AM
To: jdriggs@utah.bbb.org
Subject: Dog Boarding

Hello,
How are you doing this new year?i am looking forward to board my dog with you and also need a good trainer as well,i don't know if you can help me out because i have one Yorkshire Terrier puppy that i will like to send over to you so that you can help me board him and train him for the period of one month before i return back to the State.
I am on course here with my Husband,i will be spending two months here before i get back to State.
He's just 5 months old,going to 6 this month and friendly at the moment.
He is vaccinated already and he has his shot taken currently including these: DHLPP, Rabies, and Bordetella -bordetella, also known as kennel cough,i can forward all necessary papers and records to you or when bringing the puppy to you.
I am in Manchester City,UK right now with my Husband for a course.
I will be expecting to hear back from you if you are willing to help me,so that i can know how i will get him over to you because i will like you to help me take care of him very well.
Please do call me immediately +447024052505 so that we can talk or better still email me.
Shannon.

I Google’d the phone number and up came three listings: One was essentially this same email as a comment on a website, one was a web posting site and one was site listing this phone number as a number used by scammers.

It’s amazing how people think of these scams – and I’m sure someone will fall for it.

Remember to Check out Charities

11/19/2010

Posted on 11/19/2010 by Jane Driggs

Have you recently received one of those plastic envelopes from Cell Phones for Soldiers, with the tag line “Help Our Troops Call Home!”? I received one, too, and wondered how that organization would actually use the phones: Would they sell them and make money to pay for the overseas calls by soldiers, install service on the phones and give them to a platoon, or give the soldiers the phones when theirs break?

For that matter – can soldiers carry cell phones when they are active military?

When I looked up the charity using the BBB Wise Giving Alliance (WGA), I found a report that said Cell Phones for Soldiers did not provide the requested information – therefore the WGA couldn’t evaluate the charity.

I’m always a little suspect when a charity or business doesn’t give information to be evaluated. So, I dug a little deeper. I checked Guidestar, which has a lot of 990s (an IRS tax form for charities) on file. The address on the plastic envelope I received is Dexter, Michigan, but the address on Guidestar is in Massachusetts.

The mission statement says “Organization raises funds to provide funds to pursue its mission as stated in its bylaws of providing aid to service men and women this is achieved by donations from the public of money and cell phones which are sold in a recycling program.” (sic)

In 2008 the organization brought in more than $2.7 million in contributions and grants, of which $1.7 million was from cell phones. They spent $1 million on pre-paid calling cards (which we would assume they gave to soldiers) and report administrative and fund-raising expenses of less than $200,000.

I also wanted to check to be sure that the IRS had this charity on their list of organizations eligible to receive tax-deductible charitable contributions. They are listed – which means if you choose to donate to them, you can deduct the amount the cell phone is worth (not what you paid).

With a cell phone, you will want to use a search engine and see if you can determine the fair market value for the phone you are donating. You will also need documentation from the organization that they received the donation, including their name, date of the contribution, and an indication of what was given. (In the case of gifts-in-kind, as opposed to cash, most charities won’t list a dollar amount on the receipt.)

If you aren’t sure what donations can be deducted on your taxes, the Internal Revenue Service may be able to help you.

The BBB hopes that as you are deciding what charities to give your hard-earned money to this holiday season, you will use due diligence and check out every offer prior to donating. The BBB has charity standards – one of which is that the charity should spend at least 65% of its total expenses on program activities.

Happy Donating!

$300 in Free Gas

11/17/2010

Posted on 11/17/2010 by Jane Driggs

Company Name: MOR Market Research
Type of Business: Free Gas Card Company
Location: South Portland, Maine
Upfront Fee: $27.60
Claim: “Would You Like $300 in Free Gas? Call 888-462-5964 (number varies around the country – we’ve also heard 888-462-5960) to Claim Your Free Gas Card Today!”

Products and services that are genuinely free are hard to come by these days, so even if an offer sounds like it’s on the up and up, it’s a good idea to double check.

The BBB heard an advertisement on a local radio station yesterday which offered $300 in free gas. When we called we were told the company name was MOR Market Research. We asked where the company was located and the man said that he was in a call center and didn’t know where the company was located (we learned from another BBB). After we said that we didn’t do business with any company that we didn’t know where they were located he said – I tell people that the FCC regulates radio stations and the radio station wouldn’t risk running an advertisement that wasn’t on the up and up. We didn’t buy that – we’ve heard plenty of scams on the radio, haven’t you?!

The man at the call center asked a few basic questions to qualify me for the “free gas” – do I spend at least $100 a month in gas, do I spend it at the pump (versus in the store), do I have valid auto insurance, etc. Then he said that the program was put on by local distributors and gas companies, we don’t know if that is true as he didn’t name any of them.

Along with the $300 gift card, which was supposedly good at all major gas stations, I would also be asked to evaluate and review programs that would make me money. That’s the part that I really question – if this is really a market research request that is about my gas buying habits – why do I need to evaluate and review money making programs? Shouldn’t I just be providing the research information on my gasoline buying habits – as they advertised?

When trying to research information about this company I found a BBB business review report on a company with the same name in Maine. It appears the company offers a product called Quality Buyers Club. This product supposedly helps consumers save money – through several programs – for which, we believe the company charges a monthly fee. The company has an F rating, 99 complaints, including a few which haven’t even been responded to by the company. It appears to be the same company (see report for other offers of the company).

As far as the gas card being entirely free; I was informed that I’d need to pay $27.60 for shipping and handling to get the gift card. They wanted either my debit or credit card number to receive the “FREE” gas card. Obviously, the gas card isn’t free if I have to pay for it.

Don’t forget – never use your debit card online – always use a credit card – so you have some protections to dispute transactions.

BBB suggests exercising extreme caution when dealing with any unknown company requesting an upfront fee for information or supplies. Review your bank accounts frequently to ensure you’re not being charged fees that you weren’t warned of, and check on a company’s reliability report with BBB before doing business.

If a company won’t give you or the person you’re talking to can’t give you the full address and a local phone number (not toll-free) for the company then don’t do business with them.

BBB Accreditations Are Earned

11/17/2010

Posted on 11/17/2010 by

Recent news stories have questioned the Better Business Bureau’s ratings and its process for establishing business accreditations. Some have accused the Better Business Bureau of selling its ratings in return for accreditation fees. This is not true.

BBB has also been accused of hiding information about its business ratings process. This is also not true. Ratings information is publicly available through our reports. To make it easy for you to see how BBB ratings are determined at this time, click here to view details of our BBB Ratings process.

BBB Accreditations must be earned. They are not “for sale.” At this BBB, every business application for accreditation is screened to determine whether the firm meets the BBB’s Standards for Trust, Code of Business Practices, and Advertising Code. For every three applications for accreditation received we deny one company. Further, BBB Accredited Businesses must promise in writing that they will comply with BBB Standards and Practices, respond promptly to consumer complaints, and work collaboratively with the BBB to resolve problems. These serious covenants are what make BBB Accreditation valuable. Many businesses that apply for BBB Accreditation do not meet our standards and are not accepted. And any business that is accredited and then fails to maintain those standards is revoked, in fact 10 businesses have been revoked in 2010 to date.

If a business is approved for accreditation they are assessed an accreditation fee which helps to support BBB programs and services including free dispute resolution services (arbitrations do cost a minimal fee of $75) for the benefit of businesses and consumers; educational programs offered by BBBs for military families, seniors, students, etc.; alerts and news releases that have saved untold numbers of consumers from falling victim to scams and outright theft.

All businesses have earned their ratings. This BBB believes that there some great non-Accredited businesses, but those who are accredited have agreed to abide by our standards, which should give consumers an added layer of credibility. While we previously had a policy that only Accredited businesses could achieve an A+ rating, we have changed this policy so that all businesses are eligible for an A+ rating. We know that not all businesses will be able to achieve this rating, but urge businesses to work with the BBB to resolve complaints, advertising issues, and provide basic information so that consumers can make wise buying decisions.

Our national policy prohibits BBB representatives from using unethical practices, and they are specifically forbidden to suggest that business ratings can be improved by paying money. We monitor our representatives. Problem cases may come up from time to time, but they are isolated cases out of millions of trustworthy and fair BBB business reports. We work quickly to address and eliminate any problems when they occur.

We invite the public to explore the rest of our website at www.utah.bbb.org and to contact us with questions or issues about any business report.

Updated November 18
Updated November 19

Viruses, Spoofed or Hijacked Emails

11/10/2010

Posted on 11/10/2010 by Jane Driggs

Over the past week several of my friends and acquaintances with hotmail, gmail, yahoo or AOL accounts have had their emails hacked or spoofed.

The email I receive is only one website link – here are a few of the ones I’ve received:

http://cretesystems.com.au/to.html

http://ginohuwa.t35.com/

http://homedressing.com.au/to.html

http://bsnsportsonline.com.au/to.html

http://mccsa.org.au/to.html

http://www.natalie_sm.linkshare3.com

http://www.we_knight.linkshare3.com

Just a reminder to all of you out there – your friends shouldn’t be sending you just a link – don’t click on it. While I don’t know what would happen if you did click on it – it really isn’t worth it to find out, is it??

And, as a friend, please let the person know they've sent out an email with a link like these, so they can take appropriate measures!

Update: Articles from Deseret News

:http://www.deseretnews.com/article/700080955/anti-virus-protection-may-protect-from-e-mail-virus.html

http://www.deseretnews.com/article/700080451/Latest-e-mail-spam-looks-familiar-but-causes-big-problems.html

This one suggests changing your password to eliminate the problem: http://www.deseretnews.com/article/700082613/Password-change-may-stop-annoying-spam-e-mails-with-links-experts-say.html

Complaints Down = Economy Better?

11/10/2010

Posted on 11/10/2010 by

I’ve heard conflicting reports on whether or not the economy is improving. Here at the BBB – we think it is. What are we basing that on, you ask? Complaints.

Last year at this time I was telling you about how complaints were up 34%. This year they have settled down about 10.7% from the end of 2009. While we still have almost two months left, we’re hoping that’s the trend – that consumers have been able to resolve disputes – or had fewer reasons to come to the BBB.

In addition, consumers are checking our business review reports in record numbers. More than a million business review reports have been issued in the last 10 months (through October). That is an increase of 47% over last year (which was up 20% from 2008). Perhaps that is why complaints are down – people are reading reports prior to doing business with a company?

Do you check with the BBB prior to purchasing a product or service? www.bbb.org.

Avoid at Home Job Scams - ABC4 - Good Things Utah Segment

11/4/2010

Posted on 11/4/2010 by Jane Driggs
Jane Driggs, President of the Better Business Bureau of Utah, was on Good Things Utah today talking about Work at Home Job scams.

All week Good Things Utah provided tips for consumers to help them get a job.

To watch the interview go to ABC4.com.

Layaway - Careful You Don't Get Taken

11/3/2010

Posted on 11/3/2010 by Jane Driggs

Layaway has become increasingly popular with the challenging economic times. However, putting an item on layaway may result in a loss of money or the item if you don’t read the contract carefully.

The BBB has received hundreds of complaints in the last year from consumers whose layaway purchase did not turn out the way they anticipated.

Consumers mainly place furniture, toys and jewelry on layaway and do so at a variety of stores, including national chain stores, local retail stores and pawn shops.

Some consumers paid money to a store only to have that company go out of business. While consumers will most likely not know if a company is going to go out of business, they should take care to only do business with reliable companies or make payments with a credit card, which comes with protections (charges can be disputed if the product is not delivered).

Based on the complaints we have received, the BBB suggests consumers should consider the following:

Ask the company for a written contract for the layaway and read it carefully. Keep in mind that each company may have a different layaway policy. Check for:

How long the item can be on layaway?

Complaints allege consumers were not told that items could be placed on hold only a specific number of months, and then they would be returned to be sold to another consumer.

Will the item be placed in a hold area until all payments are made?

Some consumers were informed that the product they were paying on had been sold to another consumer.

Is there a specific date when each payment must be made?

The contract may specify when payments must be made and that, if a payment is not made by that date, the layaway item can be sold to another consumer.

What is the company's refund policy? Is there a restocking fee? Will only a store credit be issued? Are no refunds available?

Consumers report not being able to obtain a refund or a store credit if they change their mind about buying the item put on layaway. In addition, complaints state that restocking fees of 10% or more are often charged.

When putting on layaway a product that is not in stock, is the product ordered when the layaway is opened or when the last payment is made?

Consumers report that even after the last payment is made the product is not available, as it is then ordered and sometimes is delayed for weeks or months.

Delivery timeframe should be determined up front.

Consumers report that after the last payment, delivery has been delayed due to the product not being available or other consumers having their delivery dates scheduled before layaway customers.

Is there a fee to use the layaway program? If so, how much is the fee and is it refundable?

If you are a business and are wondering if your layaway plan is providing the correct information the BBB and the FTC provide the following information: http://www.bbb.org/us/article/ftc--offering-layaways-4431

BBB Warns Against Online Ads for Acai Diet Pills and Work from Home Jobs

10/7/2010

Posted on 10/7/2010 by

The Better Business Bureau is warning consumers to be wary of free trial offers online for diet pills, work at home jobs and teeth whiteners among other products and services. In this year alone, BBB has received thousands of complaints from consumers across the country who thought they were getting a free trial, but ended up losing often hundreds of dollars in recurring credit or debit card charges.

Ubiquitous deceptive online ads for “free trials” of various products and services can be found on popular sites like MSN.com, ESPN.com, and Weather.com. Often the ads link to websites of phony news outlets which, according to the Sydney Morning Herald, commonly feature the photo of a well-known French journalist—without her permission—under various names.

“Fighting deceptive free trial offers online continues to be a game of whack-a-mole,” said Jane Driggs, President and CEO of the Better Business Bureau of Utah. “Just as soon as one company is put out of business it’s replaced by another with the same model of ripping consumers off under the guise of a no-risk free trial offer.”

One company behind these not-so-free trials is XM Brands which has an F rating with BBB. According to the nearly 2,000 complaints to the West Palm Beach BBB, the company sells roughly 40 teeth whiteners, acai diet pills and colon cleansers online. Complainants say they agreed to pay anywhere from $1.49 to $3.87 to cover shipping for the product trial but were charged as much as $87 a month, sometimes before they even received their trial in the mail. Complainants report getting the runaround from the company when they request refunds or ask to stop being billed; one consumer claims to have lost more than $860 as a result of recurring charges.

In just four months, Internet Cash Machines racked up more than 460 complaints from people who were interested in working from home, and has received an F grade from the Los Angeles-area BBB. Consumers say that they signed up for a free trial package of information costing $2.95 but were promptly charged as much as $149. Complainants also say they are unable to cancel by phone or email and have no way to prevent the typically $139-149 fee from being deducted from their account.

Utah companies have had their share of complaints. In 2009 more than 800 complaints were received against Utah companies using the trial offer to sell their products. The number of complaints has dropped so far in 2010, with only a little more than 250 complaints having been received.

“Before signing up for any free trial offer read the fine print carefully and always check the company out with the Better Business Bureau. You’ll save time and money by avoiding the hassle and recurring charges of some unscrupulous offers,” added Driggs.

Additional advice on signing up for free trial offers is available at http://utah.bbb.org/post/197-to-learn-a-lesson-is-cheap-hundreds-of-dollars-is-not-599. Consumers who believe they have been misled by a free trial offer can file a complaint online with the BBB at www.bbb.org.

Identity Theft Scam Targets Job Hunters

10/1/2010

Posted on 10/1/2010 by

The Orlando Sentinel reported in a recent article about a global identity-theft scheme that used stolen corporate information to scam hundreds of thousands of job hunters. The scheme uses fake websites, bulk emails, fake job applications and bank fraud to steal personal data and money.

The scam was discovered by Orlando business owner, Steven Miguel, who started to receive inquiries about help-wanted ads on his business’ website. Miguel’s construction project management company has taken the scheme to court and plans to sue, hoping to repair his company’s tarnished reputation. The business is one of many Florida companies who have been targeted.

The scheme has international ties, including information from countries such as Russia, Poland and Germany, as well as in other U.S. states, including Washington. Since the case was brought to court, officials have attempted to block scammers from further action but have been unsuccessful.

Read the full article here.

Be Cautious of Online Penny Auction Sites

10/1/2010

Posted on 10/1/2010 by

Online ads, often designed to look like news reports, are cropping up on popular websites claiming that you can get great deals on iPads and other electronics with online penny auctions. The discounts offered on penny auction sites are tempting, but the Better Business Bureau warns bargain hunters that they should stop and do their research before making their first bid.

Most commonly with a penny auction, users must set up an account and purchase bids with a credit or debit card; each individual bid may cost less than a dollar and are often sold in bundles of 100 or more. Every item has a countdown clock and as people bid, the cost of the item goes up incrementally and more time is added to the clock. Even if you don’t win the item, you still have to pay for the bids you placed which can add up over time.

“BBB has received hundreds of complaints from consumers about penny auctions so far this year and we’re encouraging online bargain hunters to do their research,” said Alison Southwick, BBB spokesperson. “Unlike typical auctions, unsuccessfully bidding on an item through a penny auction will still cost you and BBB has heard from people who lost thousands of dollars bidding on items and have nothing to show for it.”

Many people have complained to BBB about being automatically charged $150 just for signing up for what was supposed to be a free trial. Others complainants have voiced their concerns that some sites use phony bidders and “bots” to drive up the prices on items. Customer support is also a major concern as many complainants explain they had a very difficult time receiving refunds or resolving other issues with the company.

Before making your first bid on a penny auction:

Research the penny auction with BBB first. Not all penny auctions are created equal and BBB ratings on various sites range from A- to F. Always research the penny auction site with your BBB at http://www.bbb.org/us/Find-Business-Reviews/ before signing up.
Read the fine print carefully. Before providing any personal information or signing up for any “free” trial with a penny auction, read all of the fine print carefully on the website. Pay close attention to details on signup and annual fees, minimum bidding requirements, maximum prize amounts and how to get a refund.
Know what you’re buying. Before bidding on an item, research how much it costs elsewhere and keep track of how much you’re spending on bids overall to see if you really are getting a good deal.
Keep a close eye on your credit card statement. Many have complained to BBB about being unexpectedly charged more than $150 just for signing up. Some complaints were also automatically charged for more bids when they ran out or for a yearly registration fee, not realizing this would be the case.
Complain to BBB if you feel you’ve been ripped off. If you feel you’ve been misled by a penny auction site, file a complaint with your BBB. BBB has assisted customers in resolving their issues, including getting refunds. If the business does not cooperate, your complaint will still go down on the company’s BBB Reliability Report and serve as a warning to others.

For more advice on finding deals and avoiding rip-offs online, visit us at http://www.bbb.org/us/consumer-tips-technology/

New Rules for Debt Relief Companies Help Consumers

8/4/2010

Posted on 8/4/2010 by

The Federal Trade Commission has changed the rules for debt relief companies. They can no longer collect advance fees as of October 27, 2010 (see provisions at www.ftc.gov). This should help consumers from being taken by companies who charge large fees upfront and never deliver on reducing the debt.

The BBB has received complaints from consumers who paid thousands of dollars upfront and never saw their credit card or other debts reduced.

This is a great revision! Here is the news release.

For Release: 07/29/2010

FTC Issues Final Rule to Protect Consumers in Credit Card Debt

Amendments to Telemarketing Sales Rule Prohibiting Debt Relief Companies From Collecting Advance Fees Will Take Effect in October 2010

Starting on October 27, 2010, for-profit companies that sell debt relief services over the telephone may no longer charge a fee before they settle or reduce a customer’s credit card or other unsecured debt.

“At the FTC we strive every day to make sure America’s middle class families get straight deals for their dollars,” Chairman Jon Leibowitz said. “This rule will stop companies who offer consumers false promises of reducing credit card debts by half or more in exchange for large, up-front fees. Too many of these companies pick the last dollar out of consumers’ pockets – and far from leaving them better off, push them deeper into debt, even bankruptcy.”

Three other Telemarketing Sales Rule provisions to take effect on September 27, 2010, will:

· require debt relief companies to make specific disclosures to consumers;

· prohibit them from making misrepresentations; an

· extend the Telemarketing Sales Rule to cover calls consumers make to these firms in response to debt relief advertising.

The Final Rule covers telemarketers of for-profit debt relief services, including credit counseling, debt settlement, and debt negotiation services. The Final Rule does not cover nonprofit firms, but does cover companies that falsely claim nonprofit status. Over the past decade, the FTC and state enforcers have brought a combined 259 cases to stop deceptive and abusive practices by debt relief providers that have targeted consumers in financial distress.

Advance Fee Ban

The Final Rule contains specific requirements for debt relief providers related to charging an advance fee before providing any services. It specifies that fees for debt relief services may not be collected until:

· the debt relief service successfully renegotiates, settles, reduces, or otherwise changes the terms of at least one of the consumer’s debts;

· there is a written settlement agreement, debt management plan, or other agreement between the consumer and the creditor, and the consumer has agreed to it; and

· the consumer has made at least one payment to the creditor as a result of the agreement negotiated by the debt relief provider.

To ensure that debt relief providers do not front-load their fees if a consumer has enrolled multiple debts in one debt relief program, the Final Rule specifies how debt relief providers can collect their fee for each settled debt. First, the provider’s fee for a single debt must be in proportion to the total fee that would be charged if all of the debts had been settled. Alternatively, if the provider bases its fee on the percentage of what the consumer saves as result of using its services, the percentage charged must be the same for each of the consumer’s debts.

Dedicated Account for Fees and Savings

Another new provision of the Final Rule will allow debt relief companies to require that consumers set aside their fees and savings for payment to creditors in a “dedicated account.” However, providers may only require a dedicated account as long as five conditions are met:

· the dedicated account is maintained at an insured financial institution;

· the consumer owns the funds (including any interest accrued);

· the consumer can withdraw the funds at any time without penalty;

· the provider does not own or control or have any affiliation with the company administering the account; and

· the provider does not exchange any referral fees with the company administering the account.

Disclosures and Prohibited Misrepresentations

Under the Final Rule, providers will have to make several disclosures when telemarketing their services to consumers. Before the consumer signs up for any debt relief service, providers must disclose fundamental aspects of their services, including how long it will take for consumers to see results, how much it will cost, the negative consequences that could result from using debt relief services, and key information about dedicated accounts if they choose to require them.

The Final Rule also prohibits misrepresentations about any debt relief service, including success rates and whether the provider is a nonprofit entity. The FTC’s Statement of Basis and Purpose, which accompanies the Final Rule, provides extensive guidance about the evidence providers must have to make advertising claims commonly used in selling debt relief services.

More information: www.ftc.gov

Another Who's Who - How Many Are There?

7/30/2010

Posted on 7/30/2010 by

Doesn’t everyone let these emails go into their SPAM folder? Does anyone believe them?

Consumers frequently ask why companies that send SPAM emails like this stay in business – my reply is that consumers keep giving them money.

So, check out offers that you get via email, snail mail, and other ways BEFORE you give them money. Make sure you do your homework – just like you’re teaching your kids!

-----Original Message-----
From: Global Directory Invitation Dept. [mailto:info@mediawrth.com]
Sent: Friday, July 30, 2010 3:11 PM
To: jdriggs
Subject: [SPAM] Jane : Final Notice - Please Review Today

Dear Jane,

As you know, you have been considered for inclusion in the upcoming 2010 Edition of the Global Directory of Who's Who for Executives and Professionals, which is scheduled for publication in late 2010. Despite our efforts to contact you, we have still not received your contact information .

To reply with your contact information, please visit here <http://mediawrth.com/cgi-bin/clickthru/31187/6014/2845000> .

The Global Directory of Who's Who, publisher of over 300,000 biographies, continues to uphold its reputation as the world's foremost source for biographical reference, with an unmatched dedication to accurate biographical reporting.

The publication's editors are now assembling the biographical profiles of today's leaders from a wide range of professional fields into one comprehensive collection. Thousands of researchers at medical, academic, public and corporate libraries, as well as journalists and media professionals, rely upon the Global Directory of Who's Who as a daily reference tool for obtaining information about the world's most experienced men and women. Inclusion in our directory is considered by many as a important mark of achievement.

You have already been selected based on your current professional standing. The information you provide will be evaluated according to the selection criteria the Global Directory of Who's Who has developed over many years as the world's premier biographical publisher. If your data passes our initial screening, we will prepare your biography.

Please remember: Inclusion of your biography in the Global Directory of Who's Who carries neither cost nor commitment on your behalf. Our goal with each new edition is to prepare a biographies spanning the spectrum of noteworthy and accomplished men and women across all areas of the professional world.

To be considered for inclusion in this prestigious registry, you need only provide the requested information by completing our online biographical data form.

To verify your profile and accept the candidacy, please visit here <http://mediawrth.com/cgi-bin/clickthru/31187/6014/2845000> .

I congratulate you on the achievements that have brought your name to the attention of our editorial committee. I look forward to hearing from you.

Sincerely,

John Franklin

Vice President, Research Division

Global Directory of Who's Who

4250 Veterans Highway, Suite 2050

Holbrook, NY 11741, USA

Confidentiality Notice: This e-mail communication and any attachments may contain confidential and privileged information for the use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or its contents is prohibited. If you have received this communication in error, please delete the communication and unsubscribe from the mailing using the options available in this email.

To remove yourself from future mailings, please visit here <http://bacterial.mediawrth.com/cgi-bin/unsub.cgi/6014/2845000> to use our automated removal system. You will be removed from our mailing database within seven (7) days.

Thanks<http://bacterial.mediawrth.com/V/1/6014/2845000>

What Will I Do Without Erik?

7/29/2010

Posted on 7/29/2010 by Jane Driggs

Customer service comes in two forms. One is the interaction where you do business and never see that sales person again. The other is where you form a relationship with the sales/customer service person.

This morning when I got in my car, a light on the dashboard was indicating one of my tires had low (or high) pressure. When I called the dealership I found out my favorite customer service person was no longer there. He’d been my service person for about five years and I’d developed a great rapport with him. It quickly got to the point where I didn’t even have to give him my name when I came in for service—he already knew who I was and addressed me by name (I suppose if he was really tricky he ran my license plate as I drove in!). Anyway, I trusted him and appreciated all the extra service that he provided to me. And, he worked for a BBB accredited business.

Erik Thomas was the best! He would call me promptly when they’d diagnosed problems (one of our cars is old—almost 200,000 miles—so it has a lot of issues) and let me know how much I’d be forking out and what my options were. He even stayed late on occasion to make sure I got the car in. He always went above and beyond to make sure I was happy. Isn’t that what we always want?

But, this morning Erik was gone. I don’t even know the name of the man who did help me—he didn’t introduce himself. I always look at my mileage before I turn off the car, so the service person doesn’t have to go look. I told it to this man, but he looked anyway. It was almost like he didn’t trust me to give him the right number!

As I was driving to work, after getting the nail removed from my tire, I thought that I wanted to be like Erik. I wanted to be the person who customers (or businesses, in my case) look forward to seeing, who they know will listen and try to take care of their issue, and who takes the time to remember names and faces.

But, as a supervisor, I have to do more. It’s my responsibility to train my staff to do the same thing. All of us business managers need to strive to make sure our employees know the value of going the extra mile.

Now that I’ve said all that about customer service based on developing relationships with your clients – there’s the other type. Two days ago I went to a grocery store – and wow, I certainly hope I don’t ever see that cashier again! The woman who rang up my purchase never said a word to me, but she had a look on her face that clearly communicated, “go away, fast!” When I commented on her to another employee on my way out, saying “Wow, Iris is really having a bad day,” the other employee just laughed. She didn’t apologize or express sympathy. From that I took that the grocery store didn’t really care that Iris was being rude – that it was funny that someone would even notice her bad mood.

When you encounter great service, I hope you are telling those people how wonderful they are or, better yet, letting their supervisors know! I hope Erik knew that I appreciated him and the service he provided.

Zions Bank Phishing Scam

7/13/2010

Posted on 7/13/2010 by Jane Driggs

Anothing Phishing scam using the Zions Bank name is going around (see below). My SPAM blocker wouldn’t even let me access the website listed – a message displayed which said “The phishing page is blocked.” I hope the same thing happened to any consumer who actually believed this.

Zions Bank does not update records using email!

From: Zions [mailto:banking@zionsbank.com]
Sent: Tuesday, July 13, 2010 8:23 AM
To: undisclosed-recipients:
Subject: [SPAM] New Message

Technical services of the Zions Bank Fraud Department are carrying out a planned update.
We will need to update our records with your new address.
You may submit your new information to us within online banking under Secure Forms and Services.

http://www.zionshomeonline.com/

We apologize for any inconvenience this may cause.

Please do not answer to this email - follow the instructions given above.

This instruction has been sent to all members and is obligatory to follow.

United Nations Phishing Scam

7/12/2010

Posted on 7/12/2010 by Jane Driggs

This United Nations scam has been revived. Similar emails circulated in 2008 and 2009. No, you still don’t have money coming to you. Sorry!

-----Original Message-----
From: UNITED NATIONS [mailto:unnewtrusty@globomail.com]
Sent: Thursday, July 08, 2010 4:41 PM
To: un@unitednations.org
Subject: [SPAM] From: Capt. Richard Benneth

UNITED NATIONS

COMPENSATION COMMISSION

Our Ref: WB/NF/UN/XX027

From: Capt. Richard Benneth

Attention: Beneficiary,

IRREVOCABLE RELEASE OF YOUR PAYMENT.

We are of the United Nations Debt Reconciliation Unit newly set up by the United Nations in conjunction with the World Bank and the International Monetary Fund (IMF).

Based on series of petitions we received from various organizations such as Cooperate Bodies and Non Governmental Organization (NGO) on the Inability of some Government of different countries, Commercial banks and World Lottery Organization to settle their clients Contract debt, Inheritance Fund and Winning prizes.

After an extensive close door meeting between the Board of Directors of the UNITED NATIONS, THE WORLD BANK AND INTERNATIONAL MONETARY FUND), it was resolved and agreed upon that this body "world international debt reconciliation committee" will work extensively to ensure that your Contract Payment, Your Inheritance and Lottery Winning prizes will be paid without hitches and delay through the World Bank and IMF Insurance body.

You are therefore advice to send the below information to REV. RICHARD ABEL head of review, World Debt Reconciliation: EMAIL: richard@united-nations-payment.org well as uncompensation2@globomail.com. Ensure you send email to both email address for assurance that it got to him.

1. YOUR FULL NAME:

2. YOUR ADDRESS :

3. YOUR PHONE NUMBER:

TO (P.O BOX NOT ACCEPTABLE)

4. YOUR AGE AND CURRENT OCCUPATION:

Note that on receipt of your complain and list of debt due for payment, Your Fund will be called back from its various point where it has been tied up by World Bank and IMF and your payment will be arranged on the follow options below;

a). Via ATM card payment that you can use to withdraw money in any ATM machine in any part of the world, but the maximum is Ten Thousand dollars per a day.

b). Diplomatic cash payment.

Thanks for your co-operation.

Yours Faithfully,

Capt. Richard Benneth

Caveat Emptor – Let the Buyer Beware

6/11/2010

Posted on 6/11/2010 by Jane Driggs

This old warning seems to be especially apt these days when money is tight and time is a luxury.

When was the last time you actually took the time to read a contract all the way through? How about those pesky “terms and conditions” when you were on a website about to purchase something that sounded too good to be true?

Did you get taken? Get charged for something you weren’t expecting?

Each day the BBB receives complaints from consumers who didn’t read the contract or terms and conditions all the way through. They just decided that they could “trust” the company.

In the BBB we have a saying – “Trust, but verify.” Meaning, if the company says we’re licensed – trust that they are – but contact the licensing agency to make sure. Or, trust that the business is a good company, but look them up through the BBB (www.bbb.org), so you can feel confident in the company.

Don’t be taken – trust that the company will do what they say – but if the contract or terms make you feel uncomfortable or seem a little too unwieldy, back away and go back to searching for a company you feel is trustworthy.

People ask me all the time how companies that continually have complaints can stay in business. The simple answer is that consumers keep giving them money.

So, Trust – but verify!

Obama's Foundation and the United Nations

5/11/2010

Posted on 5/11/2010 by Jane Driggs

Another Nigerian scheme – this one uses the Obama name, United Nations and the fact that you have been scammed to lure victims in. Do not fall for this scam (people do, that’s why they keep sending these emails out)!

Date: Tue, 11 May 2010 14:41:03 +0530

Subject: Greetings to you

Greetings to you,

SCAMMED VICTIM/ $500,000 BENEFICIARIES.

REF/PAYMENTS CODE: ECB/06654 $500,000 USD.

On behalf of the Obama's Foundation and UNITED NATIONS, we wish to notify you as a beneficiary of $500,000 USD in compensation of scam victims.

This is to bring to your notice that we are delegated from the Obama's

Foundation and UNITED NATIONS in Central Bank to pay 150 victims of scam $500,000 USD (Five Hundred Thousand Dollars) each. You are listed and approved for this payment as one of the scammed victims to be paid this amount.

According to the number of applicants at hand, 114 Beneficiaries has been paid, over a half of the victims are from the United States, we still have a pending of 36 compensations left to be paid. Your particulars was mentioned by one of the Syndicates who was arrested as one of their victims of the operations, you are hereby warned not to communicate or duplicate this message to him for any reason what so ever as the U.S. secret service is already on trace of the other criminals.

So keep it secret till they are all apprehended. Other victims who have not been contacted can submit their application as well for scrutiny and possible consideration.

Please Contact our approved agent for region with your filled claims verification form below;

Claims Verification form:

Full Names:

Address:

Nationality:

COUNTRY:

Tel/Fax:

Age/Sex:

Marital Status:

Occupation:

How Do You Feel:

Payment Option

1.Courier Delivery Of Certified Winning Cheque (.....)

2.Transfer Of Compensation Funds Via Online Bank Transfer(.....)

Tick an option which suits you best for the remittance of your compensation funds to you.

Managing Director of the HSBC BANK,UK

Name: Mrs. Joan Cole

Private Email:mrsjoancole112@luckymail.com

Telephone:+447766822807

Congratulation from all member of staff of Obama Foundation and United

Nation Organization

Yours Faithfully,

Dr Willian Normal

Coordinator.

Flowers - Online or Retail?

5/3/2010

Posted on 5/3/2010 by Jane Driggs

Ordering flowers can be fun (for those who like to look at flowers) or just a chore (for those who feel obligated to send them, but don’t like the task).

Complaints nationally are up 22% from 2008 to 2009. Locally they are up even more! Complainants mainly have two gripes, that the flowers weren’t what they ordered (picture online wasn’t what was received) or that customer service was lacking.

There are a lot more options now than before the Internet. Consumers can go to a local florist, shop online at a local florist, send flowers around the world and even send flowers that aren’t in water until the customer takes them out of the box and puts them in a vase (which may be provided in the box).

Buying in person and hand delivering is the cheapest option. That eliminates the shipping/delivery charge and you can choose what flowers you want right there in the store – knowing that they have all the flowers you choose in stock. And, if you order a bouquet, you can accept or reject the arrangement right on the spot.

With many of my family members being out of the state, I buy flowers online most of the time. This can be tricky for those who haven’t found a florist that they are familiar with and trust. Here are some tips for you as you make those decisions for Mother’s Day and other flower-worthy holidays.

Check out the company through the BBB, www.bbb.org.
If finding a company online or through a local phone directory make sure you know where the company is located (physical address) and a phone number.
Before ordering, find out the answers to the follow questions. If you can’t find the answers online, call or email them to ask.

What is the florist’s substitution policy if they do not have the needed flowers for an arrangement that you picked? Will they notify you or just substitute other flowers?
What is the cut-off time for delivery on a specific date?
What is the cost if you need same-day delivery? Usually it is more, but be sure to check so you can make an informed decision.
If the person receiving the flowers isn’t at home, what happens? Are the flowers left on the doorstep, does the florist call the intended recipient or attempt delivery at another time/date?
Can you track the order/delivery online? Will the company email you when they are delivered?
If the flowers are not what you believe the picture showed or if you are not satisfied with the quality, what is the company’s policy to resolve the problem?

Flowers can be a great pick-me-up for anyone, but only if they receive something that is fresh and of beautiful quality. Be sure to check out the company first – so your recipient is thrilled!

BBB Target of SPAM Complaint Email to Businesses

4/12/2010

Posted on 4/12/2010 by Jane Driggs

Another Spam email using the Better Business Bureau is appearing this morning. Look for the clues that it’s spam:

Typos – “The consumer indicated he/she DID NOT received any response from the business.).”
New made-up title for the BBB – “Better Business Bureau of Consumer Protection Consumer Response Center.” We are only the BBB! Consumer Protection is part of the State of Utah. We’re not sure what the Consumer Response Center is.
The BBB is a non-profit, not a government agency – so we don’t have anything to do with the “Paperwork Reduction Act.”

Forward any emails you get like this to phishing@cbbb.bbb.org. If you are not sure about the validity of an email you receive, call your BBB at 801-892-6009. Thank you!

Example of SPAM email:

From: Better Business Bureau [mailto:seatac@bbb.org]
Sent: Monday, April 12, 2010 10:43 AM
To: [Contact Name Here]
Subject: BBB Complaint Case #844383171 (Ref #93-3469167-57423037-6-169)

BBB CASE #866101237

Complaint filed by:

Jason Harlow

Complaint filed against:

Business Name:	[Company Name Here]
Contact:	[Contact Name Here]
BBB Member:	YES

Complaint status:

Open

Category:

Contract Issues

Case opened date:

04/09/2010

Case closed date:

Pending

On April 9th 2010, the consumer provided the following information: (The consumer indicated he/she DID NOT received any response from the business.)

The form you used to register this complaint is designed to improve public access to the Better Business Bureau of Consumer Protection Consumer Response Center, and is voluntary. Through this form, consumers may electronically register a complaint with the BBB.Under the Paperwork Reduction Act, as amended, an agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a currently valid OMB control number. That number is 235-677.

2010 Census

4/12/2010

Posted on 4/12/2010 by

Intelligence Note

Prepared by the Internet Crime Complaint Center (IC3)

April 12, 2010

2010 Census

The 2010 Census is underway and you may be wondering about whom you can trust. The Census is easy, important, and safe — just fill out your form and mail it back.

The IC3 and the Better Business Bureau (BBB), a 2010 Census partner, are encouraging participation in the 2010 Census while cautioning consumers to get the facts:

2010 Census takers will never contact you by e-mail or solicit for donations.
- Do not respond to unsolicited (spam) e-mail or text messages; including clicking on links and/or opening attachments contained within.
- Criminals often capitalize on legitimate campaigns to spread computer viruses through e-mails, text messages, "pop-ups," fraudulent Web sites, or infected legitimate Web sites. The viruses are embedded in an attachment (including pictures), link, and/or computer application. This also applies to tactics used in social networking sites. Remember, not all anti-virus software detects every virus, especially if the virus is newly created.
Visit 2010.census.gov for official information on the 2010 Census.
- Beware of groups using a similar name to a reputable agency, especially through Web sites. Rather than following a purported link to the Web site, log on directly to the official Web site for the business identified in the e-mail and/or text. Web sites can be verified by utilizing various Internet-based resources to confirm their status and to obtain feedback.
2010 Census takers will not ask you for your Personally Identifiable Information (PII) such as your social security account number (SSAN), driver's license number, bank account number, or credit card number.
- Do not provide this type of information to anyone claiming to be a 2010 Census taker.
- Please be aware, the Census Bureau does ask for the last four digits of the respondent's SSAN for one survey: the National Health Interview Survey. This survey touches approximately 65,000 housing units per year.
For the 2010 Census, the Census Bureau will hire approximately 1.4 million people.
- Do not respond to work-at-home opportunities to be a Census taker, especially if the offer is unsolicited and it occurs through e-mail, text, or other indirect means. However, the Census Bureau may contact, in person, trusted third-party stakeholders, such as schools, media, businesses, community-based organizations, faith-based organizations, state, local, and tribal governments to spread the recruiting message. Criminals often use work-at-home scams to commit identity theft by collecting individuals' PII such as their bank account information, SSAN, and driver’s license number.
- Be wary if someone claiming to be a Census Bureau representative attempts to sign you up as a new employee on the spot. The Census Bureau has a hiring process, which includes taking a test in person, not on-line. To learn more information on what is required to become a census taker, visit http://www.bbb.org/us/article/out-of-work-the-us-census-bureau-is-hiring-nationwide-14365.

If you have information pertaining to a 2010 Census scheme, please file a complaint with the www.IC3.gov and contact your local BBB along with your local law enforcement agency.

The 2010 Census helps ensure your community receives its fair share of political representation and government funding. Fill out and mail back your census form today!

Health Care Scams Already?

4/9/2010

Posted on 4/9/2010 by Jane Driggs

We at the Better Business Bureau know that scams follow tragedies, but to have scams popping up so soon after the new health care bill is a testimony to the fact that scam artists are up with the times and they’re planning to scam the public any way they can.

The Deseret News ran an article that says scammers are going door-to-door saying there is open enrollment now, and that toll-free phone numbers have been set up to scam consumers.

No calls have come into the Utah BBB yet, but it is only a matter of time.

When I asked the other BBBs around the country, several brought up the fact that there have been health care companies that have been questionable for a long time – for instance Healthmarkets, Inc. a company out of Fort Worth, Texas. This company’s report is a laundry list of lawsuits that different government agencies have filed against them over the last few years.

Smart Data Solutions and United Benefits of America are two other health care companies, operating out of Tennessee, that have similar records of actions being taken against them by government agencies.

Finally, the BBB in Colton, California, reminds the public that many consumers have mistakenly bought what they thought was health insurance, only to find that what they wound up with was just a plan that occasionally gives a discount on medical services. One such company is Association for Lifestyle Reform.

But, back to those scams that are a result of the health care bill. A BBB in North Carolina reported receiving a call from a consumer who had been solicited to provide information necessary for a new Medicare card that was supposed to contain a verification chip. The consumer refused to provide the personal information (yea!).

In Idaho the BBB warns that “consumers are being approached by individuals posing as insurance agents representing the federal government and trying to sell insurance policies. Many are high pressuring people into signing up by saying such things as, ‘You must act now or this offer will go away.’”

In Alabama a caller informed the BBB that she was told by a company out of Arizona that they were part of the government health care reform program and she had to act fast as there were only 20 spots left; they only wanted her bank account number.

I think we all have seen ads for health care coverage that seem a little too good to be true. The scam artists are dreaming up ways to catch people. I think they’ll use those annoying little signs (that are illegal in many cities) posted on poles and fences along the roadways offering health care plans, as well as what’s already being tried – door-to-door and telemarketing sales. And I’m sure email will come into play at some point too.

So, beware of offers that sound too good to be true. Check out questionable offers at www.bbb.org, and never be forced into a quick answer! Reputable companies allow you the time to check out a company first.

Second Census Form?

4/7/2010

Posted on 4/7/2010 by Jane Driggs

Late last week I received a second census form at home. We’d been very diligent about filling out the first form and sending it in, so I was a bit concerned about receiving a second form. Upon making contact with the Census folks – I found out that in early April approximately 40 million households will receive the 10 question Census form for a SECOND TIME. Typically, areas that had a low response rate in 2000 will be targeted for the second mailing. This means that you might receive a second form even if you returned the first form already.

Didn’t know my area had a low response rate in 2000! We’re pretty high this year already (over 50%).

And just be aware - there have been reports of bogus census forms and phony employees making the rounds requesting Social Security Numbers in both Oklahoma and Alabama. As a reminder, the Census Bureau won’t ask for a Social Security number.

Top 10 Companies With Unanswered Complaints

4/5/2010

Posted on 4/5/2010 by Jane Driggs

There is a satisfaction in handling complaints when you’re able to get the complaint resolved, but there are a high percentage of complaints that we can’t get resolved because the company won’t even respond to our requests. And, because we’re not a governmental agency, we have no power to force any company to respond. We rely on businesses accepting their responsibility in the matter when contacted by us as an unbiased third party and on their recognizing the value of good customer relations. However, we do report the outcome of the complaint in our public reports.

Here are the top 10 companies last year (2009) with the highest number of unanswered complaints (to the right of the company name):

1	Smile Bright	383
2	Google Treasure Chest.com	210
3	Google Money Profits	187
4	Global Payday Loan, LLC	184
5	Firstline Security Inc	105
6	Bromalite	73
7	Ultra Green Lean, LLC	67
8	Clickincome Inc	49
9	Lose Weight Systems	48
10	Mentoring of America, LLC	48

Of these, seven of the companies sell their products or services by using trial offers (teeth brightening, make money using Google, or weight loss products) for under $5.00 and then, in the terms and conditions, state that there will be a monthly fee charged to whatever form of payment the customer used, if the service is not cancelled in a short period of time, usually 7 – 14 days. Customers don’t see or read the terms and conditions and often end up paying out hundreds of dollars before they realize that the company is withdrawing money monthly.