ANNUAL REPORTBETTER BUSINESS BUREAU SERVING CHICAGO AND NORTHERN ILLINOIS

2013

FINANCIALHIGHLIGHTS

Years ending August 31

Cash + InvestmentsTotal Assets

Total LiabilitiesNet Assets

Total Operating RevenuesTotal Operating Expenses

Net Operating Income

2013 2012 2011 2010 2009

STATEMENT OF ACTIVITIES

3,531,2763,912,272

809,3133,102,959

5,881,1975,615,685

265,512

3,013,441 3,509,033

696,991 2,812,042

5,798,308 5,488,890

309,418

2,634,633 2,876,735

481,959 2,394,776

5,410,486 4,952,318

458,168

2,128,711 2,338,227

507,443 1,830,784

4,643,730 4,443,798

199,932

1,643,023 1,839,558

336,062 1,503,496

3,960,939 3,913,124

47,815

Membership DuesOther Membership Revenues and FeesMarketing and Sponsorship Revenues

Special Event Revenues, Net of Direct CostsIndustry Programs

Donated Public Service AnnouncementsDonated Services

Other IncomeTotal Revenues

EXPENSES - PERSONNELSalaries, Wages and Bonuses

Commisions - EmployeesCommisions - Outside Contractors

Payroll TaxesGroup Insurance and Other Benefits

Retirement Plan ContributionTotal Personnel Expenses

EXPENSES - OTHERPublicity and Promotion

Donated Publicity and PromotionsPublications and Related Printing Costs

Other Marketing and Promotion ExpensesComputer Processing Charges and Fees (eBINDr)

Other Technology and Phone CostsOffice Leases and Other Occupancy Costs

Professional ServicesDonated Professional Services

BBB Council DuesOperations and Membership Costs

Direct Program CostsCredit Card and Bank Fees

Bad Debt ExpenseOffice Supplies and Postage/Delivery

InsuranceAll Other Expenses

Total Expenses

NET OPERATING INCOMEInterest and Dividends

Net Realized and Unrealized Gains on Investment

INCREASE IN NET ASSETS

REVENUES 2013 20122,904,4341,586,804

552,465277,58635,238

278,077 214,53232,061

5,881,197

2,049,334565,648390,061217,121 279,30760,070

3,561,541

272,180340,321173,32950,718

152,759134,958239,74934,792

216,20397,97579,24392,61882,853

(869)49,90823,72413,683

5,615,685

265,51267,73042,325

290,917

2,856,5681,478,326

497,556182,34937,075

349,353350,37946,702

5,798,308

1,634,896581,240366,278221,721238,09549,001

3,091,195

276,848450,444160,84948,860

154,677104,510223,217115,923348,37992,79238,541

153,91680,72440,82769,67217,780 19,736

5,488,890

309,41859,49748,351

417,266

YEAR INHIGHLIGHTS

Complaints ClosedComplaints SettledInternet Pageviews

Total Phone CallsBBB Educational Programs

Total Instances of Service

2013 2012 2011 2010 2009

TOTAL INSTANCES OF SERVICE TOTAL COMPLAINTS CLOSED

TOP INDUSTRIES INQUIRY ACTIVITY TOP INDUSTRIES COMPLAINT ACTIVITY

49,67180%

19,569,86096,986

2,263,40021,979,917

50,54979%

17,266,89072,768

1,497,00820,338,774

56,11676%

12,230,063123,832

1,400,68313,915,056

61,48879%

8,036,982132,866

1,019,8159,232,940

49,20783%

20,673,931102,447

1,792,67022,618,255

Roofing ContractorsContractors - GeneralConstruction & Remodeling ServicesHeating & Air ConditioningCollection AgenciesAttorneys & LawyersInsurance CompaniesFinancial ServicesMoversAuto Dealers - Used Cars

124,782116,952111,949

95,82093,48282,89575,53071,78671,65371,652

Department StoresCellular Telephone Service & SuppliesAirlinesAuto Dealers - New CarsCoupon Book PromotionsFlorists - RetailCollection AgenciesInsurance CompaniesOnline Travel AgenciesFinancial Services

6,7601,700

1,279878

867

789726691655

512

99.9999

96.7290.43

99.88

97.5987.692.7694.35

95.12

January 1 - December 31, 2013

Industry# ofComplaints

% ofSettlementsIndustry

January 1 - December 31, 2013

# ofInquiries

25,000,000

20,000,000

15,000,000

10,000,000

5,000,000

70,000

60,000

50,000

40,000

30,000

20,000

10,000

2013 2012 2011 2010 2009 2013 2012 2011 2010 2009

21,979,917

20,338,774

13,915,056

9,232,940

49,671

50,549

56,116

61,488

49,207

22,618,255

ACCREDITED BUSINESSES & THE BOARD

TO OUR ACCREDITED BUSINESSES

BOARD OF DIRECTORSCHAIRMANCarl G. JacobsonGE Real Estate

IMMEDIATE PAST CHAIRRoy SpencerPerma-Seal Basement Systems, Inc.

PRESIDENT & CEOSteve J. BernasBetter Business Bureau

VICE CHAIRCathy BushmanTiffany & Company

VICE CHAIRKimberly A. SvobodaInsight

VICE CHAIRGerald M. ColeMAGS Mid America Groups Services, Ltd.

VICE CHAIRCarlos M. MinettiDiscover Financial Services

TREASURERCharles A. GavzerCataldo Family Enterprises

SECRETARYMichael E. StanczakHanson Material Service

OUTSIDE COUNSELJohn A. JanicikMayer Brown LLP

Billy AbtABT Electronics & Applicances

Theodore J. AldrichDelaware Place Bank

Jack ArslanianMiniMoves, Inc.

Ed BachlerNombach Home Exteriors

Brian K. BarkleyAccess One, Inc.

Bruce A. BedwellChapman and Cutler LLP

Shirley BicknellSears Holdings Corporation

Giovanni T. BollentinoCharter One Bank

Jerry N. BoudreauTransUnion LLC

Jan BreyneAutomated Data Processing (ADP)

Joseph B. BrocatoPedersen & Houpt P.C.

Patricia BrooksApple Vacations

Rick BrouwerBrouwer Bros Steamatic

Lawrence J. CarneyAmerican Home Heating Company, Inc.

Kathy ChabezDeVry, Inc.

Cindy Chiappe-KayDeLuxe Corporation

Ilene CollinsApartment People

Warner A. CruzJ.C. Restoration, Inc.

Nicholas DacanayDacanay Consulting

Bob DalaskeyArnold World Class Relocation

Jeffrey DannRJ2 & Associates, Inc.

Dennis DePaolaCBS 2 Chicago

Steve DeZaraLuna Carpet & Blinds, Inc.

Mark T. DoyleNational Van Lines

Michael ErnstChicago Fire Soccer Club

Rob EwingWalgreens

Steven FarberWGN TV

David B. FineAT&T Inc.

Darrell FisherMidas International, Inc.

Gina FisherThe Autobarn Volkswagen of Countryside

Paul FisherDanley Garage World

John FittererComEd

Robert P. FleckTribune Media Group

Jeffrey J. FloerkeChicago White Sox

Christina K. Frank BaveryMB Financial Bank. N.A.

Russell T. (Wicker) FreemanCoyne College

Joseph M. GagliardoLaner, Muchin, Dombrow, Becker, Levin and Tominberg, Ltd.

Ed GarciaWireless Central LLC

Mollie GawronskiBMO Harris Bank N.A.

A.F. Duffy GaynorIBM Corporation

Karrie GibsonVintage Tech Recyclers, Inc.

Dalye GillettThe Inland Real Estate Group, Inc.

James GnoffoAAA Chicago

Patricia GoldenNBC5 Chicago

Thomas D. GrahamAiroom LLC

Peter GrandeState Farm Insurance

E. Barry GreenbergThe Greenberg Law Firm

Michael T. GrisamoreCDW

David P. GutmanDavid Gutman Consulting

Nicole M. HoltzmannChicago Sun-Times Media Group

Katherine L. HustU.S. Cellular

Richard HynesHynes Associates Architecture & Interiors

Joann JacksonIntegrated Project Management Co., Inc.

Clark JohnsonFinishingChicago.com

David KellyDex One Corporation

Christopher E. KentraMeckler, Bulger, Tilson, Marwick & Pearson, LLP

Gary LangGary Lang Auto Group

Brian LaPelusaLaPelusa Home Improvement, Inc.

Brian LeonardCardio Partner Resources, LLC

Mark A. LiesSeyfarth Shaw LLP

Jerry LottBridgestone Retail Operations, LLC

Michael MagnussonPinnacle Advertising

David W. MaherPublic Interest Registry

Robert MarcocchioAssurance Agency, Ltd.

Dan McLaughlinOrland Park Village

Howard MedleyMedley’s Moving & Self Storage

Harold (Sandy) MengerPave Man, Inc.

Bridget MoscatelloEmpire Today, LLC

Robert MuddMudd Advertising

Dale MuellerChicagoland Aamco Dealers

Bruce O’NealMatthews Roofing Company, Inc.

Dennis R. OntanedaCombined Insurance, Worksite Solutions

Steve PiwowarFour Seasons Heating & Air Conditioning

Jason RobertsAdvantage Chevrolet

Allen RodriguezRodriguez Consulting

Patrick RoneyMcDonald’s USA, LLC

Patrick SantoroRestore Construction, Inc.

Jim SchwantzVon Sydow’s Moving & Storage

Paul F. SivakPrecision Payroll of America, LLC (PPA)

David SloanChicago Automobile Trade Association

Kelly SmithThe Pampered Chef

Vincent J. SollecitoABC7 Chicago

David SparksSparks Consulting, LLC

Jerry S. StockU.S. Waterproofing

Christopher TerzichStandard Bank and Trust Company

Cecil TreadwayTreadway Enterprises, Inc.

John WellsHilton Chicago

James W. WicklanderLake County Press, Inc.

*Cover photograph credit:Madeline Kish

Steve J. BernasPresident & CEO

Carl G. JacobsonChair

Looking back at 2013 shows that it was a good year for many businesses and a challenging time for others. The Better Business Bureau serving Chicago and Northern Illinois is pleased so many businesses continue to show their belief in the value of the BBB by supporting its services to consumers and businesses.

The resources of the BBB have been used by a record number of people this past year. While we provide many diverse services, from varied informational and educational programs to complaint handling and alternative dispute resolution, all are focused on making our business community better.

Thank you for your support that makes all of this possible!