BBB* Celebrates 60 Years of Ethical Enterprise in Southern Alberta

*Trade-mark(s) of the Council of Better Business Bureaus used under license 2 3

Published by: BBB Serving Southern Alberta and East Kootenay

President & CEO Sandra Crozier-McKee Contents

Vice-president Marketing & Communications Camie Leard

Vice-president Operations Shane Strebchuk

Editor Leah Brownridge

Contributors David McKee, Geoff Whatley Greetings...... 2

Advertising Consultants Jaydene Neis, Edie Smith Celebrating 60 Years of History...... 4

We welcome your comments and inquiries Your BBB Today...... 8 You can reach us at: Advancing Marketplace Trust...... 10 Full Support...... 12 The Voice of BBB...... 13 BBB Serving Southern Alberta and East Kootenay At Your Service...... 15 #5, 1709 8 Ave. NE Calgary, AB T2E 0S9 (403) 531-8784 [email protected] Expanding the Family...... 16 bbb.org Savvy Consumers...... 17 facebook.com/CalgaryBBB Partner Perfect...... 18 @CalgaryBBB

Copyright 2014 by BBB Serving Southern Alberta Flood & Fire...... 20 and East Kootenay. No part of this publication may be reproduced without written consent from BBB Serving Southern Alberta and East Kootenay. Looking Forward...... 22 4

GREETINGS FROM THE PRESIDENT & CEO

This is as much your story – your organization – as it is ours. Together with our partners, Accredited Businesses and consumers in our communities, we help 1.2 million people in our region each year.

Taking the helm of BBB Serving Southern Alberta BBB is a brand that has stood the test of time and and East Kootenay three years ago represented one one that will continue to play an important role in of the proudest moments of my career. To have the the next 60 years. As commerce continues to migrate opportunity to lead an organization with decades of from bricks and mortar to cyberspace, fraudsters, service to this community into a future where ethics scammers, false advertisers and other nefarious will be more important than ever was an exciting characters are finding new ways to part people with challenge - and one I was honoured to undertake. their money. BBB is right there on the forefront and will continue working towards our vision of an ethical As your BBB celebrates 60 years in Calgary and area, marketplace where buyers and sellers can trust each we can look back with fondness and pride on the other - whether the marketplace is physical or virtual. work we’ve accomplished in the region. The stories told on the pages of this publication are a testament Let’s continue to work together to advance to a legacy of advancing marketplace trust as is our marketplace trust and build a community guided by mission. the BBB values of excellence, integrity, teamwork, trust and respect. This is as much your story, your organization, as it is ours. Together with our partners, Accredited Businesses and consumers in our communities, we help 1.2 million people in our region each year through unbiased business reviews, complaint handling, consumer education, business coaching and so much more. Sandra Crozier-McKee, President & CEO BBB Serving Southern Alberta and East Kootenay 5 6

BBB Celebrates 60 Years of Ethical Enterprise in Southern Alberta

Celebrating 60 Years of History with your BBB

It was an age of suit-clad, smooth talking its start in Wisconsin in 1912 with Coca Cola’s Samuel shysters and slick salesmen hawking snake oil Dobbs in the leader’s chair. with outlandish advertising claims. As the brave By the 1940s, marketplace misbehaviour had the new world of mass media advertising began to businesses and consumers of Calgary, Alberta calling flourish, it was clear that an organization was for truth in advertising, ethical enterprise and marketplace trust. A strong-worded editorial read, “There needed to establish and promote business are no valid arguments against a Better Business Bu- ethics in the Wild West that was the turn-of- reau…the formation of such Bureau has been overdue the-century marketplace. in Calgary for years.”

The Better Business Bureau was that organization. By 1952, the Calgary Chamber of Commerce and the Founded and funded by business people committed local Rotary Club joined forces to drum-up inter- to ethics in advertising and in business, BBB made est, time and money towards the creation of a BBB Though located in Calgary, BBB’s initial territory By the early 70s, Rose and his staff were operating at7 included the hills of Alberta and the flatlands of Sas- By the early 70s, (BBB) processed more full steam and processed more than 18,000 inquiries katchewan. Known as “District No. 2,” BBB quickly and complaints each year. This is compared to the than 18,000 inquiries and complaints established itself as it received about 250 calls each 6,000 calls processed by the federal government’s each year. This is compared to the month by 1960. As the city’s population increased, so Department of Consumer and Corporate Affairs each 6,000 calls processed by the federal did BBB’s momentum. During the early ‘60s, appli- year at that time for the entire country. government’s Department of Consumer cations rapidly increased and were projected to do so as the city continued to grow. Alex G. Bailey took December 1972 marked the first change in your BBB’s and Corporate Affairs each year at that over as board chairman and in 1962 alongside new leadership when David S. Oakes took over as secre- time for the entire country. president and CEO Myrl Courtright, Calgary Mayor tary and manger and steered the ship for the next 11 Harry Hays declared March 25-31 “Better Business years. Towards the end of the decade, Oakes spoke Week” in recognition of ethical enterprise in the Cal- about the future of BBB including the eventual intro- in Alberta. With their initial efforts gaining a tepid gary area. Later that year, Rose was named the new duction of arbitration services to benefit both busi- response, John Rawlinson, a Calgary businessman head of the Association of Canadian Better Business nesses and consumers. and member of multiple community organizations Bureaus and towards the end of the decade, the young and the Southwest Kiwanis Club took over the project By the early 1980s, BBB was fielding 32,000 in- Calgary BBB set the bar for community service by and proposed a plan to create and increase public stances of service as Board Chairman, P. Gresko, says, winning the Canadian National Award for outstand- confidence, wherby the Province of Alberta officially “BBB’s biggest job is disseminating information and ing public service. incorporated Better Business Bureau as a society in resolving misunderstandings, rather than chasing 1954. With $8,000 in fund-raising efforts by 118 Ro- Five years later, in 1967, BBB won an award for racketeers, a popular misconception.” Gresko’s state- tary Club of Calgary members, plus the helping-hand outstanding public service under the reign of Board ment remains true today with your BBB fielding more of BBB Winnipeg’s manger, operations were soon Chairman Al Vogt, General Manager Allan Rose and than one million inquiries annually. underway. past Board Chairman George Seaborn. In 1955, BBB set up shop in the basement of a downtown building aptly named the Examiner, which became the newsletter moniker, located at 611-7th Street SW. It was here in 1962 that your BBB wel- comed its first chairmen of the board, Ronald H. Jenkins who was joined by former Montreal BBB staffer and former RCMP officer, Allan N. Rose, who became the secretary and manger.

Rose, who recognized the importance of having the support of the Calgary business community, helped create the first local BBB Board of Directors including:

• The Albertan (now the Calgary Sun) • The Calgary Herald • SML Entertainment • CFCN TV (now CTV) • CFAC and CKXL radio • CHCT TV (now Global) • Calgary Tent & Awning Ltd. • The Ski Cellar • Renfrew Furs • The Yale Hotel • The Lone Pine Supper Lounge Ltd. 8

Norm Haines (l to r) Myrl Courtright, Ted Vaughn Watts (left) and All Briggs Eustace and Allan Rose

The next 20 plus years were packed with change presence with an average of about 100,000 website Brewery sales executive, Barry Baim. With experience and started with Oakes’ retirement in 1983. He was page views each month and an active social media in both the private and non-profit sectors, Crozier- replaced by board member Ty Smith stepping in as presence. McKee says though the past 60 years have provided interim President and CEO for approximately one much to reflect on, the emphasis is on the future. year. In 1985, Norman Haines, a former CFCN (now As the millennium approached, your BBB became the “Though it’s certainly a time to look back at our proud CTV) president, replaced Smith and headed BBB for second-largest branch in Canada and fielded more legacy, our focus is very much on the future and find- the next 15 years. In 1986, BBB brough Medicine Hat than 100,000 calls per year. Board member Al Searle ing ways we can better serve the public and business in as a Calgary BBB affiliate and in 1991, BBB said replaced Haines as interim president and CEO in community,” she says. goodbye to downtown and moved to Fisher Park, a 2000. Former H&R Block Senior Vice President and business complex located in SE Calgary. One year National General Manager, Bonar Irving, replaced Today your BBB offers a variety of free services for later, Lethbridge signed on as a satellite office. Searle later that same year. It is Irving who intro- businesses, consumers and its 4,000-plus Accredited duced BBB’s seal of approval, which allowed Accredit- Businesses including dispute settlement, consumer Your local BBB spearheaded the dispute settlement ed Businesses to display it on their websites, through- reviews, complaint processing and publishing, ac- movement for Canadian BBBs when it launched out their offices and on their company vehicles as a creditation consultation, community education and Canada’s first dispute settlement centre in 1993. symbol of trustworthy business and commitment to other services. “Most of our offices have done reconciliation, and all BBB’s Standards for Trust and values. have done arbitration, but we’re the first to get into Future goals include improvement and expansion the mediation field,” said Al Briggs, general manger In 2003, Wright became president and CEO and of current services, a paperless office environment, of BBB. remained so for the next seven years. In 2009, BBB’s increased community partnerships and engagement territory changed and became BBB Serving Southern and further proactive interaction with the public and As the Internet ushered its way into the mainstream Alberta and East Kootenay, as it is today. Now, Cal- business sectors. during the early 90s, Operations Manager, Ellen gary’s office numbers 27 staff persons, three contrac- Wright, predicted the installment of online business tors and handles more than one million instances of “This is an exciting time for BBB,” says Crozier- reviews and an overall increase in BBB’s marketplace service annually. McKee. “We look forward to continuing to encourage presence and relevancy. “Eventually you’ll be able to ethical behaviour in the marketplace for another 100 click onto our website, look up a company and see our In 2011, Sandra Crozier-McKee became the current years!” report,” she said. Today BBB has an extensive online president and CEO after a brief tenure by Molsen 9 BBB: A HISTORY OF ADVANCING MARKETPLACE TRUST

CANADIAN BBBs COME ON BOARD NATIONAL VIGILANCE COMMITTEE IS FORMED IN DALLAS based on “Ten Commandments of Advertising” by Samuel Candler Dobbs of Coca-Cola® 1912 1957 FIRST BBB OPENS EDMONTON IN MINNEAPOLIS, MINNESOTA FOLLOWED BY CLEVELAND AND SALT LAKE CITY IN 1913.

TOP INDUSTRIES FOR COMPLAINTS IN 1915 BBB WARNS OF BAIT 1937 TOTAL INSTANCES OF SERVICE IN 1915 AND SWITCH TACTICS 1939 1,432,228 VANCOUVER OTTAWA

A “federal” organization of local BBBs evolved through several name changes such as 1962 INCORPORATED IN NATIONAL BETTER BUSINESS COMMISSION, INC. VICTORIA 1921 INC OF THE ASSOCIATED ADVERTISING CLUBS OF THE WORLD 1949 Headquartered in Cleveland, Ohio and 1954 HALIFAX 1921 NATIONAL ASSOCIATION OF BETTER BUSINESS BUREAUS, INC. CALGARY and 1930 1976 1946 ASSOCIATION OF BETTER BUSINESS BUREAUS, INC. 1981 WINNIPEG BBB GOES INTERNATIONAL REGINA KITCHENER 1928 OPENS A BBB LOCAL IN MONTREAL 1984 LONDON BBB SETS STANDARDS

ASSOCIATION OF BBBs DEVELOPS FOR TRUST TOP INDUSTRY FOR COMPLAINTS 2010 IN 2010 TRUTH IN ADVERTISING STANDARDS AUTO DEALERS - NEW CARS 1930 1991 BBB WEB PRIVACY 4 MILLION which underpin Federal Trade Commission advertising rules. BUSINESS TOTAL INSTANCES OF SERVICE IN 2010 PROGRAMS LAUNCHED REVIEWS 1 MILLION 88,594,720 2000 CODE OF ONLINE CONSUMER TOP INDUSTRIES FOR INQUIRIES COMPLAINTS IN 2010 1945 BUSINESS PRACTICES RESOLVED ROOFING CONTRACTORS New ad slogan: “Before you Invest, Investigate,” REVISED CHARITY BBBs warned swindlers. National 2003 BBB dedicates a division to protect ACCOUNTABILITY STANDARDS servicemembers from con artists. 2006 CHILDREN’S FOOD AND BEVERAGE ADVERTISING 2011 INCORPORATED ON JULY 31, 1970 BBB APP COUNCIL OF BETTER BUSINESS BUREAUS Was formed by a merger of National Better Business Bureau & Association of Better Business Bureaus 2007 RELEASED COUNCIL OF BETTER BUSINESS BUREAUS (CBBB) Download the BBB IOS MOVES INTO: BBB UPDATES ITS BRAND BBB gets a facelift and combines its App. NATIONAL CHARITY REVIEW business practice codes to clarify the 1971 CHILDREN’S ADVERTISING REVIEW UNIT standards BBB uses to accredit more than 400,000 businesses.

1994 2012 BBB GOES BBB* Celebrates 60 Years of TO THE WEB BBB CELEBRATES Ethical Enterprise in Southern Alberta One of the first non-profits there. 100 YEARS Today BBB websites receive more than six million visitors a month. 2014 BBB SERVING SOUTHERN WITH BROAD BUSINESS SUPPORT, ALBERTA AND EAST BBB LAUNCHES ITS FLAGSHIP TRUSTMARK PROGRAM 1996 TO PROMOTE TRUST AND CONFIDENCE ON THE INTERNET. KOOTENY TURNS 60

NATIONAL VIGILANCE COMMITTEEE IS FFORMEDORMED IN DDALLASALLAS 1912 based on “Ten Commandments of Advvertising”ertising” bbyy Samuel Candler Dobbs of CCoca-Colaoca-Cola® FIRST BBB OPENS IN MINNEAPOLIS, MINNESOTTAA FOLLOWED BY CLEVELAND AND SALT LAKE CITY IN 191913.13.

TOP INDUSTRIES FOR COMPLAINTS IN 1915 BBB WARNS OF BAIT TOTAL INSTANCES OF SERVICE IN 1915 AND SWITCH TACTICS 1,432,228

A “federal” organization of local BBBsBBse evolvedvolvedt throughhrough several severaln nameamec changeshanges sucsuchha ass INCORPORATED IN NATIONAL BETTER BUSINESS COMMISSION, INC. 1921 INC OF THE ASSOCIATED ADVERTISING CLUBS OF THE WORLD Headquartered in Cleveland, Ohio and

1921 NATIONAL ASSOCIATION OF BETTER BUSINESS BUREAUS, INC. and 1946 ASSOCIATION OF BETTER BUSINESS BUREAUS, INC. BBB GOES INTERNATIONAL 1928 OPENS A BBB LOCAL IN MONTREAL 10 Your BBB Serving Southern Alberta and East Kootenay: 2014

Large Team Photo

Back: (l to r): Nirmal Ghosh, Denise Higginson (Board), Geoff Whatley, David McKee, Jeremy Davies, Tavis McKee, Sandra Crozier-McKee, Larry Metz (Board), Norbert Brinkhaus (Board), David Steele (Chair, Board), Gerry Simons (Board), Camie Leard, Sergio Neaves, Kyle Sims Middle: (l to r): Shaheed Mollah (Volunteer), Karen O’Grady, Bernice Swan, Sharlene Massie (Board), Leah Brownridge, Julie Harji, Alison Peltokangas, Todd Binning Seated (l to r): Keith Davis (Board), Patti Falconer (Board), Leah Turner, Jaydene Neis, Darlene Pentz, Brittany Steele, Winnie O’Brien, Brad Clements (Volunteer), Ben Calica, Raymond Coffey Missing staff: Shane Strebchuk, Angela Higginson, Lynda Brown, Ron Riemann Missing Board: Tony Fisher, Harper-Lee Overli, Nick Sims, Julie Berdin, Jim Gillespie, Dal Lewis, Al Searle, Greg Shannon, Charron Ungar, Paul Williams, Nathan Wong 11 Your BBB Serving Southern Alberta and East Kootenay: 2014 SERVICE InnisfailAREA Olds STRUCTURE BOARD OF Didsbury ALBERTA DIRECTORS Golden Airdrie CalgaryStrathmore

Okotoks High River Brooks PRESIDENT Invermere & CEO

BRITISH COLUMBIA Medicine Claresholm Hat Fort Macleod Sparwood Kimberley Lethbridge EXECUTIVE Crowsnest Pass VP Cranbrook Fernie OPERATIONS ASSISTANT VP MARCOM

Creston

ACCREDITED Your BBB serves more than 40,000 postal MARKETPLACE ADMINISTRATION ACCREDITATION MARKETING & BUSINESS SERVICES SERVICES SERVICES COMMUNICATIONS codes throughout Southern Alberta and East SERVICES Kootenay reaching about three million people and 50,000-plus businesses representing more than 4,000 Accredited Businesses. EXECUTIVE TEAM MISSON To be the leader in advancing marketplace trust VISION An ethical marketplace where buyers and sellers can trust each other VALUES Excellence Integrity Teamwork Trust Respect (Lto r): Sandra Crozier-McKee, President & CEO; Camie Leard, VP Marketing and Communications; Shane Strebchuk, VP Operations 12 Advancing Marketplace Trust MARKETPLACE SERVICES

Providing objective advice and listening to both sides of the story is what your local BBB’s Marketplace Services (MPS) team does for the businesses and consumers throughout the Southern Alberta and East Kootenay region. From dispute resolution to advertising reviews to investigations, MPS has been promoting and contributing to marketplace trust for the past 60 years.

BBB first set foot on the local marketplace in 1954 and by the early ‘60’s was well on its way to becom- ing a recognized community resource. In 1960, BBB received about 3,000 calls per year but by the end of the decade, that number skyrocketed to more than 18,000 a year. Today, your BBB fields more than one million instances of service annually.

Here’s how we do it: BBB Business Reviews Our online business reviews present a summary of important information for both Accredited Busi- Marketplace Services: (l to r): Nirmal Ghosh, Maketplace Services Consultant; Angela Higginson, Marketplace Services Consultant; Alison nesses and non-Accredited Businesses. When viewers Peltokangas, Co-Manager; Kyle Sims, Co-Manager. MIssing: Tavis McKee, Marketplace Services Consultant, Lynda Brown, Marketplace Services search for a business, they are able to see: Consultant, Brad Clements, Volunteer Markeplace Services Consultant.

• Its BBB rating BBB Business Reviews are intended to give people We do this by verifying the legitimacy of the com- • The reasons behind the rating as much relevant information as possible so they can plaints and businesses are given the chance to • Company contact information, location and make informed decisions. respond and all personal identifiable information is website removed prior to publishing. • How many complaints are on file and how many Complaints of those complaints have been resolved As of March 2014, your BBB joined BBBs across By publishing complaints, businesses and consum- • What the nature of the complaints are and details North America in publishing complaint details ensur- ers are able to differentiate nominal complaints from about the resolution process between the busi- ing BBB remains in line with its own standards and more serious ones as well as see businesses customer ness and consumer values while communicating relevant marketplace service skills. • Government actions information to the community. • Additional business information Mediation and Arbitration 13 Sometimes you need a little help from a neutral source to help provide perspective and objective in- sight when trying to settle disagreements. BBB offers mediation services that allow businesses and consumers the opportunity to work out their differences in a neutral environment with an unbiased mediator. Investigations Part of upholding our mission involves denouncing substandard marketplace behavior. Alison Peltokan- gas, who oversees BBB’s investigations, says she con- ducts investigations for a variety of reasons. “When I initiate an investigation, it’s usually to determine if a certain business is legitimate and operating in an ethical manner,” she says. “If I find that an organization is in fact engaging in sub standard marketplace behaviour, we are able to communicate our findings to consumers and businesses so they can protect themselves.” Consumer Reviews The most recent service added by the MPS team is consumer reviews. Kyle Sims, co-manger of marketplace services, explains this BBB is the first Canadian location to join the numerous American BBB’s who have already implemented this change. “In keeping with our eight Standards for Trust, we are remaining transparent to businesses and consumers by giving them the chance to provide positive, neutral or negative feedback about their marketplace experiences - vetted by BBB for truth and accuracy,” he says. “It also increases our relevance and expands our marketplace presence.” Moving forward, your BBB’s Marketplace Services team strives to strengthen BBB’s brand and marketplace presence through strong leadership and education. “As a team, our hope is to progress with the evolving marketplace, provide more efficient services to the public and ultimately become the go-to experts on all facets of BBB,” says Sims.

Local Service Statistics 2013/14 Fiscal Year

Web Inquiries 1,183,957 Complaints 3,551 Mediations/Arbitrations 2 Media Instances 187 Investigations 26 Advertising Reviews 52 Emails, walk-ins and phone calls 19,439

Total Instances of Service 1,207,214 14 BBB VALUES Full Support To accomplish our mission, we commit ADMINISTRATIVE SERVICES to the following values to guide all of our decisions and behavior, with each other and with all those we serve: EXCELLENCE Strive to do our very best. Be accountable to the general public, our Accredited Businesses, and to each other for everything we do. Commit to providing the highest quality service with excellence and consistency everywhere we operate. INTEGRITY Be honest and ethical in all of our business activities. Treat everyone with integrity, keeping our promises and learning Administrative Services: (l to r): Julie Harji, Office Clerk; Bernice Swan, Manager, Administrative Services; Karen O’Grady, Accounts Recievable Clerk from our mistakes. Have the courage to On any given day, your BBB is serving more than of contact between the public and BBB. Swan and her hold fast to our professional convictions. 4,000 Accredited Businesses and the more than 1.2 teammates know what’s happening where, when why million consumers who use our services every year. and how to get there. TEAMWORK Nearly 30 staff, 18 board members, contractors, Communicate, cooperate and collaborate volunteers, suppliers and service providers make your “We often help the public and BBB communicate with freely across organizational and territo- BBB a hive of activity, and our administration team is each other so it’s crucial we know the ins and outs of rial boundaries, and work as one team to the glue that holds it all together. our office so we can effectively direct traffic and keep fulfill our mission. our customers – both consumers and businesses - “Our office receives an average of 400 phone calls happy,” she says. a month plus eight to 10 consumer walk-ins,” says TRUST Bernice Swan, manager of administrative services. With a staff of nearly 30 people, keeping up with each Trust in our colleagues throughout the “We host dozens of meetings, answer hundreds of department’s duties is no easy feat but it’s the pursuit BBB system and in ourselves. Say what questions, return emails, coordinate communications of the challenge that keeps the administration team, we mean and mean what we say. Commu- and much more – and we’re very proud of the work and the rest of the office, on its toes. nicate with honesty and candor. we do.” Swan says ever since she became a part of BBB’s team nearly eight years ago she considers herself lucky to RESPECT Shane Strebchuck, vice president of operations, Treat everyone with respect and dignity, be a part of an organization that she personally looks says there’s more to administration than answering valuing individual and cultural differences. up to, believes in and hopes to make a worthwhile phones and sending mail. “For our office it’s about People are our fundamental asset. We will contribution. being a vital part of a team that works collectively to- empower them to develop and use their wards BBB’s vision of establishing an ethical market- “I would hope to contribute to BBB’s vision of es- talents and capabilities to the fullest. place,” he says. tablishing an ethical marketplace where buyers and The office administration team is often the main point sellers can trust each other,” she says. 15 The Voice of BBB MARKETING & COMMUNICATIONS

Marketing & Communications: (l to r): Geoff Whatley, Digital Markeitng Coordinator, Leah Brownridge, Marketing Communications Coordinator; David McKee, Community Engagmenet Coordinator

You see us on the news, hear us on the radio Over the last 12 months, your BBB appeared in the of what the BBB does, who we are as an organization and read about us in the papers. With a mission media a total of 187 times all over Southern Alberta and why we are relevant.” and East Kootenay creating more than 32 million of advancing marketplace trust, your BBB relies media impressions. On average, BBB does four or five Savvy Consumer on the media, the internet, tradeshows and presentations each month. Whether it’s business advertising to get the word out … most often BBB in the community owners looking to educate their staff, investors who want to play the markets wisely or a group of seniors we’re talking about the latest scam or offering In 2013, we launched the Savvy Consumer Education looking for a trustworthy voice of reason. advice to consumers on how to be savvy with program to educate seniors, homeowners, investors and other consumers throughout Southern Alberta. their money. “There’s so much information out there and some- Together with our partners, we have reached more times it’s hard for people to decipher what’s true and BBB in the Media than 1,000 consumers in the past year with informa- what isn’t,” says Leard. “But with 60 years of working tion on how to protect themselves from scams and to advance marketplace trust under our belts, people Maintaining an extensive media presence is a big part how to be a savvy consumer. of BBB strategy to advance marketplace trust. Shar- know they can trust BBB’s information.” ing expert knowledge as well as timely and relevant “It’s about getting out there in the community and BBB regularly attends tradeshows in Calgary, Leth- information with businesses and consumers is an making that face-to-face connection,” says Camie bridge, Medicine Hat and Cranbrook to help educate essential, daily task. BBB works with media outlets of Leard, vice-president of marketing and communica- consumers and businesses. From common scam all sizes and media to ensure BBB’s voice is heard on tions. “Not only are these presentations educational scenarios to questions about BBB processes and pro- local, national and international platforms. but people are able to get an instant understanding 16

cedures, tradeshows allow BBB to address individual, consumer access to more information as they decide specific concerns. They also provide opportunities which companies they want to deal with. Coming for BBB to seek out community vendors who may soon will be vetted consumer reviews. possess the potential to become part of its Accredited Business family. Trade shows also provide a face-to- “BBB is committed to remaining relevant to today’s face forum for the public to ask questions and obtain online consumer while maintaining the integrity of relevant, accurate and trustworthy marketplace the brand we have built over the last 60 years in this information. Whether it’s to ask a question or find a market,” says Leard. “We develop new initiatives with listening ear, BBB believes in the value of community those two factors in the forefront as our greatest asset engagement. as an organization is the fact that consumers can trust the information we provide.” BBB on the Web With nearly 2,000 Twitter followers and more than With the vast majority of our interaction with the 600 Facebook page likes today, your BBB is finding public and businesses happening online, BBB more and more consumers and businesses reaching launched a new website in February, 2014, to update out through social media. its online presence and enhance the digital experience. BBB averages: “We regularly field questions on social media as more of our audiences use these media in their day-to-day • About 83,000 visits a month (and growing) communications,” says Leard. “It’s probably the fast- • About 200,000 page views a month est, easiest way to touch base as we’re always moni- BBB also recently added complaint details to the toring social media – 24 hours a day, seven days a robust database of regional businesses giving the week.” 17 At Your Service ACCREDITED BUSINESS SERVICES Enhanced Credibility 1. Be recognized: Use the BBB symbol of trust to increase consumer confidence in your business 2. Competitive Edge: Given the choice, wouldn’t you prefer to deal with an Accredited Business? 3. Stand Out: Use the BBB’s logo in your marketing 4. Be part of an elite group: Only qualified businesses are approved

Enhanced Visibility: 5. BBB Business Review instills confidence in consumers and increases your exposure with over 1 million visits to the BBB, Southern Alberta site annually 6. Be found where consumers search for trustworthy businesses – the BBB Accredited online directory 7. Enhance your website’s SEO with the BBB Dynamic Seal

Save Time: Accredited Business Services: (l to r): Ron Riemann, Accredited Business Coach (Lethbridge), Jaydene Neis, Accredited Business Marketing 8. Free advice and support with our HR Help Line Consultant; Sergio Neaves, Accredited Business Coach (Calgary) 9. Increased leads with e-Quote 10. Dispute resolution services BBB Accreditation is a way for businesses to Two accredited business coaches (one in Calgary and 11. Reduce collection hassles with Capitol Credit and communicate their commitment to ethics. one in Lethbridge) meet with Accredited Businesses consulting at preferred rates in person, online or on the phone to coach them on 12. Protect yourself from potential advertising Carrying the seal allows companies to tell maximizing their accreditation. claims with free ad screening customers they are committed to eight standards of trust all with one simple symbol that has The AB services team also offers advertising oppor- Save Money: tunities unique to Accredted Businesses giving them 13. Lower credit and debit card fees meant the same thing for over 100 years across the opportunity to truly leverage their affiliation with 14. Save on home and auto insurance North Amercia: you can trust us. BBB online and offline while they communicate trust 15. Enhance employee retention with discounted employee benefit plans to their customers - existing and potential. But Accreditation is much more than the ability to 16. Save money on payroll services display the seal and the Accredited Business Services Today, your BBB represents more than 4,000 Accred- 17. Create a cost-effective website with the optional BBB website creation program team is dedicated to ensuring our Accredited Busi- ited Businesses ranging from one-man contracting nesses get the most out of their accreditation. 18. Reduce advertising costs by marketing in our operations through to large insurance companies and Business-to-Business discount directory everything in between – all with one goal in mind: “We offer networking and professional development 19. Cut digital marketing costs with our optional Search Engine Solutions and Featured Listings opportunities in addition to discounted credit card “Each of our Accredited Businesses is committed to 20. Use our marketing consultants to develop a processing fees, employee benefit plans, a free HR upholding BBB standards and communicating that complete BBB advertising plan to make the most hotline, advertising opportunities and much more,” commitment to the marketplace,” says Leard. “And of your marketing budget says Camie Leard, vice-president of marketing and we help them do just that.” communications 18

“Part of pursuing our mission of striving to be the leader in advancing marketplace trust includes creating a community of trustworthy businesses,” says Expanding the Family Shane Strebchuck, vice-president of operations. “That means holding Accredited Businesses accountable to ACCREDITATION SERVICES our standards and giving them a framework for ethical enterprise.”

Strebchuck, who also oversees the office administration and marketplace services teams, says there’s more to sales than numbers. “Our team brings in about 80-100 applications for new Accredited Busi- nesses each month,” he says. “That means our sales team has to take on the roles of researcher, educator, consultant and observer to ensure those applicants are a great fit for BBB’s family, which in turn will make our community a better place to do business.”

Accreditation consultants approach potential candidates for accreditation who share these principles and other BBB values.

Today, the accreditation team is interacting with a mix of business owners from baby boomers and mil- Accreditation Services: (l to r): Todd Binning, Ben Calica, Winnie O’Brien (Manager), Jeremy Davies, Brittany Steele, Darlene Pentz, Raymond Coffey lennials. This means having a diverse team who are well-versed in the different ways to approach busi- Currently, more than 50,000 companies are tor, coach and inspire our accreditation consultants nesses is a must. doing business in BBB’s Southern Alberta and so they can in-turn fulfill those same roles to businesses,” she says. O’Brien also oversees businesses’ Whether it’s helping businesses modernize their mar- East Kootenay region. That’s a lot of choice for accreditation applications, working together with the keting, teaching them about best business practices area consumers and a lot of information to wade Markeplace Services team to determine if accredita- or explaining the benefits of BBB’s brand, our team is through. How do consumers know who they can tion approval will be awarded or denied. “Accredita- able to rise to the challenge by living the BBB values of excellence, integrity, teamwork, trust and respect. trust? That’s where BBB comes in. tion is not automatically awarded to every business,” she says. “There is an application process consisting “Meeting BBB values is one thing, but to continuously Our Accreditation Services team researches business- of numerous factors including alignment with BBB’s adhere to those behaviours is what allows businesses es in the community looking for those who demon- values and Standards for Trust.” to keep their BBB accreditation,” says Strebchuck. strate ethical practises. Each day, BBB’s Accreditation “Part of setting standards for marketplace trust is Services team actively seeks out qualified candidates, BBB’s Eight Standards for Trust are: holding businesses accountable to ethical standards.” gathers relevant information like licensing, time in • Build trust business, history of complaints and other factors that • Advertise honestly Today, your BBB represents more than 4,000 Ac- determine eligibility. The team consults and educates • Tell the truth credited Businesses and serves more than 1.2 million businesses about ethics, their individual accreditation • Be transparent people in Southern Alberta and East Kootenay. BBB process and how to become a part of BBB’s family. • Honour promises accreditation consultants work as a cohesive team to coach businesses on ethical behavior and how to Winnie O’Brien, manager of accreditation services, • Be responsive build stronger, more trusting relationships with their says there’s more to managing the accreditation • Safeguard privacy customers. services team than numbers. “My purpose is to men- • Embody integrity 19

BBB’s Savvy Consumers education program provides free presentations and information to consumers of all ages, in all walks of life. Funded by our Accredited Businesses, Savvy Consumers aims to give people the knowledge and the tools they need to protect themselves from scams, fraudsters or shady business practises.

Savvy Consumers Windfall Scams Savvy Investors Old Scams, New Tricks All about scams that promise large sums of money Fighting Investment Fraud They say there’s nothing new under the sun - or is or prizes for little or no effort and play on financial Knowledge is power and it is the first step in becom- there? Find out how modern-day fraudsters apply insecurity and fear. ing a fraud fighter. Learn some of the more common new tricks to old songs and dances with surprisingly investment scams, red flags, warning signs and clues effective results. House and Home Scams to help avoid handing your money over to the wrong Door-to-door solicitation, telemarketers, rental people. Internet Scams scams, mortgage frauds and fly-by-nighters are just There’s lot’s of “phish” in the sea. Learn how not to some of the potential pitfalls for homeowners. Learn Savvy Newcomers get caught get caught up in the many forms of fraud what to look for and how to avoid being taken. on the ‘net. Welcome to Canada... Beware of Scammers Just for Caregivers BBB and CCCSA present the Savvy Newcomers Con- Savvy Seniors Is the senior you care for at risk? If your senior has sumer Education Program aimed at educating new Canadians on how to be savvy consumers. Available Big Picture on Scams Targeting Seniors three or more of the presentation risk factors, they may be a target for con-artists. in English, Cantonese and Mandarin. Stay tuned for Seniors have a strong attachment to manners and more languages in the coming months. “being friendly” and may have difficulty saying no to high-pressure sales tactics. Learn how to recognize Savvy Homeowners the most common scams targeting seniors and how to House & Home Scams, How to Hire a protect yourself. Contractor What should you look for in a contractor? How do To book a Savvy Consumer Heartstring Scams you choose? What are some of the steps you can take presentation for your group, to protect yourself? Find out the answers to these and Discover these scams that play on your emotions to email [email protected] take money from you. They are sophisticated and other questions that will help make your next home difficult to detect because we want to believe they are improvement project a success. real. 20 Partner Perfect BBB PARTNERSHIP PROFILES

LRPS Constable Steven Baker (l), with BBB Accredited Business Coach Ron Riemann

Lethbridge Regional Police Service From fighting fraud to community education to regulation of business practices, BBB and the Lethbridge Regional Police Service (LRPS) have been partners in crime prevention for more than 10 years.

Constable Steven Baker says community partnerships are just as important as patrolling the streets. “Policing is a dynamic endeavor which needs to have a proactive approach rather than a reactive one,” he says. “That’s why these partner- BBB President and CEO Sandra Crozier-McKee (l) with Calgary Chinese ships are a valued part of LRPS.” Community Service Assocaition President Lily Kwok. BBB and LRPS have collaborated on multiple projects including the Business Watch program Calgary Chinese Community Service Association (CCCSA) and the annual Fraud Prevention Month event.

Just as the Canadian national anthem says, “From barriers to come forward if they have been taken Fraud Prevention Month (FPM) is a collaboration far and wide, O Canada we stand on guard for advantage of. “Very often, Chinese newcomers don’t that focuses on crime awareness, education and thee…” BBB stands on guard for the multicultural want to make a fuss or speak up to ask questions or prevention. “We focus primarily on education, citizens who come to Canada from far and wide. report something that has happened,” she says. “We which is the best crime prevention tool available,” On Canada Day 2014, BBB and the Calgary Chinese think this partnership with BBB will help bridge says Baker. “Together with BBB, we attend pre- Community Service Association (CCCSA) part- that gap and give the Chinese community both in- sentations and community events to provide busi- nered to launch the Savvy Newcommers Consumer formation and a voice in the Calgary marketplace.” nesses, consumers and citizens with the red flags Education Program aimed at educating new Cana- and tips of common fraud as well as resources for BBB plans to launch similar partnerships with other dians on how to be savvy consumers. those who have been taken advantage of.” cultural communities to ensure all newcomers are Together, BBB and CCCSA offer educational ses- well informed and able to protect themselves from In addition to community collaborations, BBB and sions in English, Cantonese and Mandarin on top- scammers and fraudsters. LRPS work together on day-to-day tasks. “LRPS ics including scams that are targeting them, about attends over 40,000 calls per year and some of CCCSA is a non-profit ethno-cultural community how to check out a company’s marketplace reputa- those calls are assisted by the skills and services service agency with a strong and successful history tion and what kind of recourse they have if they’ve offered by BBB,” says Baker. “Some calls lead us of partnering with other organizations that has been taken advantage of and much more. to BBB to gather information about scams and been serving Calgary since 1978. sometimes BBB will work with us to issue public Lily Kwok, executive director of the CCCSA, says it warnings about fraudulent business activity.” can be hard for people with cultural and language From the Files... 21

Part of establishing marketplace trust is provid- • BBB checks to make sure applicants who re- ing people with accurate and reliable informa- quire a provincial business license from Service tion. Lyle Falk, a program specialist who works in Alberta are licensed appropriately before issu- the Consumer Awareness, Research and Educa- ing a membership to them tion Unit at Service Alberta, provides relevant marketplace information to the same consumer “It is a collaborative working relationship that is groups as BBB. “Our unit develops information beneficial to Albertans, Service Alberta, BBB and BBB initially received 250 calls a month, ev- to help vulnerable groups such as youth, seniors, its Accredited Businesses and others,” says Falk. erything from door-to–door salespeople pitch- new immigrants and Aboriginal populations.” ing fur-lined bathtubs to requests from future On its own, Service Alberta provides additional in-laws requesting BBB check on the character For the past 30 years, Service Alberta has worked public services for both businesses and consum- of would-be husbands. Even the government of with BBB to provide a variety of public services ers including: issuing business licenses and reg- Kuwait contacted the bureau about a local oil including: istrations, registering charitable organizations, firm’s reputation. It’s the era of sharpies, shy- investigating consumer complaints and enforces sters, racketeers and con-artists as these ex- • Consumer programs, legislation and investiga- consumer protection legislation and other ser- cerpts from the BBB’s monthly newsletter The tions vices. Examiner reveal:

• Monitoring BBB’s Top Ten Scams to gauge Between inquiries, complaints, media instances “Last week a lady told us she heard we were the areas that require attention as well as mediation and arbitration, BBB and ‘agency for legitimate business’ and hence was Service Alberta handle more than one million in- directing her inquiry to us. It seems she wishes • BBB includes government actions against stances of service annually. Moving forward, Falk to adopt a child and had been offered one by a businesses as part of its rating applied to busi- says he sees a future of education, enrichment woman she knows only slightly. She wanted to nesses and enhanced marketplace knowledge. “I see know if the BBB could tell her if the child was continued collaboration with BBB and network- • Service Alberta consults with BBB as one of its legitimate.” ing that will serve us, BBB and Albertans in an stakeholders for input into consumer legisla- increasingly complex marketplace.” “Grass Seed & Nursery Stock: The Department tion of Agriculture knows of no grass that ‘never needs mowing’ & ‘always stays green’. If a salesman tells you otherwise, show him the We’re proud to partner with the following organizations for Fraud door.” Prevention Week and other initiatives “Home-Improvement Sharpsters who just happen to be in your neighbourhood...your Bureau • The Calgary Police Service • Alberta Motor Association has already received complaints this year of some of the ‘boys’ in ‘siding’ business who carry • The Lethbridge Regional Police Service • The Calgary Chinese Community Service some lovely samples of building siding manu- • The Medicine Hat Police Service Association factured by a firm in Edmonton - which never • The R.C.M.P • Service Alberta heard of them.” • The Bank of Canada • Alberta Securities Commission “A Toronto visitor took his car in for a $1.50 car • Alberta Community Crime Prevention • The Kerby Centre wash and ended up with a bill for $8.00. The Association • The Competition Bureau service station blamed it all on the extra labour required to remove “all that sticky Saskatch- • The Electronic Recycling Association ewan mud he drove through on the way out.”

Ad: TBD 22 How the BBB torch burned bright during the 2013 floods

On June 20, 2013, record rainfall and the Headed directly for the most affected communities, presence following the flood, we received invitations spring melt combined to send a surge of water Sandra spoke to dozens of flood victims personally - from the City of Calgary to attend post-flood citizen encouraging them to stay vigilant as they rebuilt their information sessions to help answer questions and through the river basins of southern Alberta. homes and their lives. guide residents through the contractor hiring process, An estimated 120,000 people were evacuated, filing complaints, avoiding storm-chasers and more. 22 communities declared a state of emergency Having printed more than 4,000 storm chaser flyers, We attended two at the Bowness Community Centre, Sandra and other staff members personally distrib- and the Bow River hit 1,700 cubic metres per one at Christ Church in Elbow Park and provided uted them to community re-entry points, emergency information to a third at the Sunnyside Community second - six times its normal volume and it’s shelters and places where even those who have lost Centre - all three areas were heavily impacted by the highest recorded level since 1897. their homes have to go - grocery stores and banks. flood. As the flood waters began to recede and Albertans We distributed e-mail versions emerged to assess the estimated $3-$5 billion in of the flyer to city officials, damage, BBB Serving Southern Alberta jumped councillors, and Members of the As our city recovers, resources such as into action to ensure those who were victimized by provincial Legislative Assem- mother nature, did not suffer the same fate at the bly (MLAs) to share with their the Better Business Bureau continue to be hands of storm chasers. constituents. invaluable in ensuring people have access This is the story of how the BBB torch burned We also visited the flood-relief bright in the wake of a devastating flood. headquarters in High River to reliable, unbiased information. south of Calgary - one of the Grassroots Communications most devastated communities in - Druh Farrell, Councillor, City of Calgary As soon as flood waters broke the banks, our presi- the province. We left storm chas- dent and CEO, Sandra Crozier-McKee was armed er flyers and Trusted magazines with her steel-toed boots and storm chaser flyers. in the resource centre for flood victims to access as the need arose. It was hard to convince her to wait until the water BBB Events subsided to safe levels before venturing out into the flood zone. Public Information Sessions Our annual Torch Awards are held at the end of Octo- Building on the momentum of our intense media ber and we wanted to find a way to tie the event to the cause on everyone’s mind. Our team decided to make the event a fundraiser for small businesses affected by the floods. Calling the event Flood & Fire, we also introduced a silent auction and raffle component to our event that year.

Advertising We have been very fortunate to work with some great vendors who jumped in to help us get the BBB message out to consumers post-flood. Pattison Outdoor Advertising donated nearly $2,500 worth of digital billboard space giving us four prime locations coming into and out of the downtown core as well as in the centre city itself. The message was simple: Be sure. Check before you buy at bbb.org.

We were able to secure some great “advertorial” space in the Calgary Sun for a two-page spread on rebuild- ing after the flood. The feature ran each Wednesday. We provided the editorial content and our ABs and RenoMark contractors support it with advertising. The piece garnered nearly 160,000 media impressions a week for six months and was heavy with BBB messaging. 23

Our Torch Award media sponsorship nearly After dropping off some info at the flood relief doubled in 2013 giving us about $25,000 worth headquarters, we fired up the grill in the back of advertising for the event in support of small of a pick-up truck and we set off with food, cold businesses affected by the flood - on radio, in drinks and music. newspapers and in our business magazine. We also created a custom postcard and set up our It was a truly inspiring afternoon. Seeing how tent on a busy outdoor mall during the lunch resilient the people of High River were as they rush to distribute them. rebuilt their homes helped by friends, family and strangers. Grateful for the break and the Outreach refreshment, many people told us they had One of the most amazing and inspiring things heard our message and were grateful for the to happen in the wake of the floods were the tips. thousands of people who simply showed up in Social Media haz-mat suits and hepa masks to help strangers in need. As people cleaned up their mold-ridden With only one person in our communications homes, an army of volunteers came out to help - department at the time, our BBB limited its sometimes by the bus load. social media efforts primarily to Facebook and then Twitter. Each of our press releases was In the midst of all of our “official” work follow- Facebooked and Tweeted and we let our fol- ing the floods, the BBB Serving Southern Alberta lowers know about Accredited Businesses who and East Kootenay team wanted to do a little were offering help to flood victims. more on the personal side. So, we hatched a plan to bring a little music, a little food and a little The biggest social media piece was an in-house information to the homeowners and volunteers video we created outlining the BBB’s work working hard in one of the most devastated com- following the floods including our trip to High munities in Alberta: High River. River. The video allowed us to reach more than 12,000 people on FB that week - increasing our We loaded up with 300 hot dogs, 300 buns, weekly reach 800 per cent. Our page likes also fixin’s, 50 apples, 50 bananas, 200 bags of steadily rose after the flood as did our Twitter chips and 420 bottles of water (thanks to dona- followers. tions from our staff and grocery store Sobey’s Okotoks). Half our staff (even one of our daugh- Our work during the 2013 floods earned ters) headed 100km south with the a BBQ and us the Outstanding Bureau Award from our BBB Bandwagon - a branded minivan that the Council of Better Business Bureaus pumps out the tunes as it goes. in the Outreach category. 24 Looking Forward WHAT THE NEXT 60 YEARS HOLD

While the communication channels may have their own online reviews of product ratings, services and marketplace trends. changed from face-to-face to Face-Time and from flipping pages to clicking links, as long For BBB, the big picture means providing modern as people are doing business, BBBs mission tools to remain the focus of the future business world. of advaning marketplace trust will always be Role of BBB in an ethical marketplace relevant. BBB’s mission, vision, values and Standards for Trust There’s an App for that are steeped in more than 100 years of history. In 2014, your local BBB is celebrating its 60th anni- The pipes in your basement just versary of achieving goals, servicing businesses and burst and you need a trustworthy, consumers as well as communicating relevant mar- qualified plumber immediately – through APIs and continuous monitoring of emerg- ketplace information. there’s an app for that. You’ve been ing trends are some of the ways we are achieving that approached by a door-to-door goal.” Last year, more than 120 million North Americans salesman offering you a once-in-a- relied on BBB Business Reviews, consumer tips and lifetime investment deal, but you BBB the Next Generation scam alerts. Our territory of Southern Alberta and East Kootenay consists of approximately three million aren’t sure the deal is legitimate – Serving millennials has become the focus of BBB’s big people and we served more than one million of them. there’s an app for that too. picture. Today’s marketplace is living in the social Being able to say that we reach an average of one out media/mobile/customer-focused era. Millennials of every three people is an extraordinary testament to want to be in control of information gathering and our relevancy and worth in the marketplace and the processing, including the sales process. This means In a world of instant, digital communication, BBB is community. constantly looking for new ways to connect with the they increasingly rely on opinions and usually turn to marketplace. This means the funding and advance- social media to find their information. BBB’s founding principles of honesty, transparency, ment of technology has become a major focus of our So, what better way to serve millennials than to responsiveness and integrity, provide a value-based strategic direction. provide them with a trustworthy outlet to voice their framework for the community. opinions about products and services? As of Septem- Between launching a new website, exploring so- ber, your BBB has become the first Canadian branch “As society changes so do the methods of community cial media platforms, and creating a mobile app for to implement customer reviews. BBB customer service,” says Crozier-McKee. “But the core of what smartphones, your BBB has its finger on the pulse of reviews allow people to voice their positive, negative we do, the mission, vision, values and standards have technological advancement. or neutral feedback about their marketplace experi- remained the same - and will for decades to come.” ences. “We want to develop efficient and reliable technol- If there are still marketplaces in 100 years, BBB will ogy that will allow people to access BBB info in any With the next generation of up-and-coming business still be setting standards for marketplace trust and platform on any device,” says Sandra Crozier-McKee, owners already known for being constantly plugged creating a community of trustworthy businesses. president and CEO of BBB Serving Southern Alberta in to their mobile devices, BBB know millennials are and East Kootenay. “Mobile technology, data sharing influenced by consumer reviews and actively write 25 The Torch Awards for Business Ethics

The Standards for Trust

The BBB Standards for Trust are guarantees and procedures that bear eight principles that summarize on a customer’s decision to buy. important elements of creating and maintaining trust in business. Our Honor Promises The Interfaith Food Bank and Family Centre Societies of Lethbridge BBB Code of Business Practices is Abide by all written agreements and celebrate their Torch Awards in 2013 verbal representations. built on these standards. Each year, BBB celebrates ethical enterprise with its Torch Awards for Ethics. Previously called the Busi- Build Trust Be Responsive ness Ethics Awards, the event recognizes businesses Establish and maintain a positive Address marketplace disputes who demonstrate exceptional business practises. track record in the marketplace. quickly, professionally, and in good Your BBB hosts two events: a luncheon in Lethbridge faith. and a gala dinner in Calgary focused on celebrating Advertise Honestly local businesses. Adhere to established standards of Safeguard Privacy advertising and selling. Protect any data collected against Consumers can nominate businesses year-round at bbb.org and companies submit their applications in mishandling and fraud, collect one or more of the following categories: Tell the Truth personal information only as needed, Honestly represent products and respect the preferences of • Management Practises and services, including clear and • Marketing & Communications consumers regarding the use of their • Community/Investor Relations adequate disclosures of all material information. • Green Award terms. Embody Integrity The award submissions are judged by a panel of local Be Transparent ethics experts including business professors, consum- Approach all business dealings, er reporters, longstanding business people, govern- Openly identify the nature, location, marketplace transactions and ment officials and others. and ownership of the business, commitments with integrity. and clearly disclose all policies, During the ceremony we also honour some of our longstanding Accredited Businesses celebrating mile- stone anniversaries. For more information on the Torch Awards, visit us online at bbb.org.

Cheers to 60 Years 26

BBB’s 60th Anniversary Celebration proudly sponsored by: 27 28

BBB Serving Southern Alberta and East Kootenay #5, 1709 8 Ave. NE Calgary, AB T2E 0S9 [email protected] bbb.org