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BBB Advisory: Whole Nine Yards Tree Service/ All Around Tree Service

5/16/2013

Posted on 5/16/2013 by

Roanoke, VA (May 16, 2013) BBB alerts western Virginia residents of the questionable practices of Richard Towery, owner/operator of The Whole Nine Yards, LLC tree service company, also known as All Around tree Service. The BBB serving Western Virginia has received numerous customer complaints that are from consumers who collectively paid $8,650 to The Whole Nine Yards, All Around Tree Service and Richard Towery for tree removal and maintenance services. Customers allege that after receiving its clients’ payments, Mr. Towery failed to honor contractual agreements. Complaints also allege the company failed to respond to phone calls, refused to provide refunds for services not rendered, and has disappeared with customer’s money.

One consumer stated, “he only did half the work and has never called or come back. I have called his number dozens of times with no answer. He was contracted to cut and/or trim 9 trees, he only did 5 trees, then tried to raise the price on us…”

Another stated, Richard Towery was hired to take down 4 trees… and a lift rental of $1,000, which he never rented. I was unable to reach him concerning this matter.”

The BBB serving Western VA has made multiple attempts to contact Mr. Towery, The Whole Nine Yards, LLC, and All Around Tree Service to no avail. Addresses supplied by Mr. Towery cannot be verified as accurate or legitimate. Telephone numbers listed for Mr. Towery have been either disconnected or transferred.

BBB offers the following general advice to avoid becoming a victim of a landscaping or home repair fraud:

Watch out for red flags.

· Did someone come to your door, unsolicited, and tell you about a problem they noticed with your roof, gutters, siding or driveway?

· Are they telling you they have left over materials from another nearby job? Are they offering unbelievably low prices?

· Will they only accept cash?

· Is it a now or never offer?

· Are they promising an unconditional guarantee or 100% satisfaction?

· Don’t enter into any agreement if you feel under pressure and don’t sign anything until you have had plenty of time to review and understand all of the terms and conditions.

Start with Trust.

· Check out the company's BBB Business Review at http://www.bbb.org to see its BBB rating, complaint history and more

· Do your homework online through the BBB Serving Western VA Accredited Business Directory to find BBB accredited contractors and remodeling businesses in the area.

· Ask contractors to provide local references.

· If possible, visit and inspect completed projects.

· Verify with your city, county, or state Dept. of Consumer Affairs or other regulatory authority that the contractor is in compliance with all licensing, bonding, and insurance requirements.

· Get more than one bid.

· Verify insurance coverage.

· Get everything in writing. Make certain you understand the terms and conditions of any contract. Any verbal promises should be in writing and the contract should at a minimum specify the work to be done, materials to be used, start and completion dates, payment schedules, guarantees, debris removal and your right to cancel.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Free Medical Alert Call Scam

5/13/2013

Posted on 5/13/2013 by

Roanoke, VA (May 13, 2013) The man on the phone seemed friendly enough- he even offered a free medical alert system. She decided to act on the offer.

“OK, that sounds good to me.”

…No response.

“Hello?”

“Press 1 to accept, press 5 to decline.”

It turns out this nice friendly man was no man at all, but a recording- and the latest scam to hit seniors in Western Virginia.

Seniors are receiving “robo-calls” from a company identifying themselves as “Emergency Medical Alert Systems” offering a free medical alert system. They claim everything is paid for including shipping and handling and that the call is simply to confirm shipping instructions. Consumers are also told they have been recommended for the product by a family friend or relative. After consumers press a button to accept the offer, they quickly receive another call asking for personal information including credit card numbers. Consumers have reported several different options with these phone calls. In some instances the pre-recorded voice asks the consumer to press 1 to accept, in other cases to press 5. Consumers in other parts of the country have reported receiving calls from customer service representatives that give the same offer, but hang-up the phone when questioned on its validity. No matter what option is offered, consumers are being advised to simply hang-up the telephone.

“A reputable marketing company will never contact you using these pre-recording messages,” said Julie Wheeler, President and C.E.O. of BBB Serving Western VA. “Never, ever, give out your personal information over the phone to an unknown party. Just hang-up the phone.”

This company may claim to be associated with the American Heart Association or American Senior Benefits, but is not connected to these two legitimate organizations in any way. Some BBB’s have reported their consumers have accepted the free monitoring system only to find out later they’ve been registered into a service with fees up to $400 a year.

Some BBB Tips:

Be wary of anyone offering you something for “free” in exchange for your personal information. If it sounds too good to be true, it probably is.
Do not provide your bank account information, Medicare number, social security number or any other personal information to unknown individuals over the phone.
Check out the company's BBB Business Review at http://www.bbb.org to see its BBB rating, complaint history and more.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Honors Thirteen Students of Integrity

5/2/2013

Posted on 5/2/2013 by

Roanoke, VA (May 2, 2013) Thirteen Virginia high school seniors have been honored by the BBB Serving Western VA for demonstrating ethics demonstrated through leadership, community service, and overall personal integrity. The Student of Integrity Scholarship Awards Dinner was held on May 1, 2013 at the Shenandoah Club in Roanoke, VA. Thirteen students were recognized at the 10^th annual event as being Students of Integrity, and awarded a $1,000 scholarship.

The exceptional students who earned this distinction are:

David Barrett, Stuarts Draft High School
Grace Boardwine, Lord Botetourt High School
Cassidy Coffey, Wilson Memorial High School
Zachary Cook, Virginia High School
Kirsten Dowdy, Eastern Montgomery High School
Jeff Feng, Radford High School
James Frisbie, Wilson Memorial High School
Katharine Hines, Altavista Combined School
Ollie Howie, William Fleming High School
Briana Massaro, Giles High School
Sejal Mistry, Northside High School
Austin Walker, Turner Ashby High School
Clarissa Whitehead, Staunton River High School

“Every year we are honored to recognize these outstanding young men and women,” said Julie Wheeler, CEO and President of BBB serving Western VA. “We believe these students have the character, determination, and personal integrity to become the leaders and mentors for their peers and communities now and in the future.”

The BBB Student of Integrity Scholarship Awards Program was established in 2003 and recognizes students that share a common truth: everything that they say and do represents a choice, and their decisions help to determine the shape of their lives.

Each year, a total of 149 public and non-public high schools within the BBB 32-county service area are invited to participate by selecting their own Students of Integrity to submit entries to the BBB. The program received over 170 entries for consideration in 2013. Since the program’s inception in 2003, the BBB has received nearly 1,200 (1,189) Scholarship Applications from 139 schools, and awarded $84,000 in scholarships to 106 deserving students representing 64 schools throughout Western VA.

BBB to Hold 10th Annual Student of Integrity Scholarship Dinner

4/30/2013

Posted on 4/30/2013 by

Roanoke, VA (April 30, 2013) Thirteen extraordinary Virginia high school seniors will be presented with a $1,000 scholarship at the 10^th annual Student of Integrity Scholarship Awards Dinner to be held on Wednesday, May 1, 2013 at the Shenandoah Club in Roanoke, VA.

The BBB Student of Integrity Scholarship Awards Program was established in 2003 to honor high schools seniors in Western Virginia who personify ethics demonstrated through leadership, community service, and overall personal integrity. The ‘Student of Integrity’ Scholarship recognizes students that share a common truth: everything that they say and do represents a choice, and their decisions help to determine the shape of their lives.

“Each year we are amazed at the exceptional entries we receive from the students of Western Virginia,” said Julie Wheeler, CEO and President of BBB serving Western VA. “This year’s scholarship recipients are true examples of young men and women who define the word integrity.”

More Information:
Date: May 1, 2013
Location: Shenandoah Club, 24 Franklin Road SW, Roanoke, VA 24011
Time: Reception at 5:30pm, Dinner at 6:00pm

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Travel Voucher Scam

4/30/2013

Posted on 4/30/2013 by

Roanoke, VA (April 30, 2013) Fraudulent travel vouchers that have been flying across the country have now landed in Virginia, in an attempt by scammers to put consumer’s bank accounts on standby.

Consumers in Western Virginia have told the BBB they are receiving airfare vouchers in the mail for 2 round trip airline tickets to anywhere in the U.S. These mailers have been circulating across the country as scammers take advantage of the start of summer travel season. The check voucher included looks legitimate and may list “US Airlines”, “American Airways” or “American TAD” as the issuing travel companies. Be advised this is a scam.

Representatives from American Airlines and United Airlines have told the BBB that they do not send such vouchers and have no connection with this series of mailings. The mailer is usually postmarked “Phoenix, Arizona” or “Scottsdale, Arizona” and does not provide a return address. The check is usually in the amount of about $1,200 to $1,400. The mailer will include a phone number and a deadline to redeem the voucher. The letter may claim “we have attempted contacting you on several occasions. This will be your last chance to respond.” Recipients are instructed to call and redeem the voucher for a travel certificate, but in the end are really just giving scammers access to personal information.

“We encourage our consumers to contact the BBB if any deal seems too good to be true,” said Julie Wheeler, President and CEO of BBB serving Western VA. “Your BBB will help you find a company you can trust, and protect you against scammers looking to take advantage of your bank account.”

Here are some BBB tips:

· Do not provide personal information to claim ‘prizes’ or to sign up for free trials.

· Never give your credit card number, social security number or bank account information to pay for fees, taxes, or shipping costs for anything that you may have ‘won’ or are getting for ‘free’. A true sweepstakes will not make its winner pay fees.

· Check your bank statements and credit cards on a regular basis for unauthorized charges.

· If a company name is provided, go to http://www.bbb.org to check out the business or to find a BBB Accredited Business you can trust.

Attached is a voucher sent to a Roanoke resident on April 19, 2013.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Invites Community to “Secure Your ID” Day

4/19/2013

Posted on 4/19/2013 by

April 19, 2012 – Roanoke, VA – In the time it takes to read this sentence two people in the United States will fall victim to identity fraud. The Better Business Bureau is fighting back with its annual ‘Secure Your ID Day’, Saturday, April 20, 2013 at the Salem Civic Center, Stadium Parking Lot. Consumers and businesses are encouraged to attend this free community service event and properly shred and destroy their sensitive documents using industrial shredders supplied by Cintas.

With a new victim of identity theft coming every three seconds, taking a few minutes to shred paper documents could save a consumer from becoming another statistic.

BBB staff will be on-site to provide advice and tips for identity theft protection.

“If you don’t need it, you need to destroy it in a responsible manner. That is the first rule of identity protection,” said Julie Wheeler, C.E.O. and President of the BBB Serving Western Virginia. “Our mission is to secure consumer’s information and empower them to fight identity theft with confidence and awareness. Community-based BBBs across North America will be working simultaneously on this endeavor and will, hopefully, prevent a lot of identity theft.”

Details:
Who: Better Business Bureau Serving Western VA
What: Free on-the-spot document shredding and tips and resources for protecting your identity
When: Saturday, April 20, 2013 from 8:00AM – 11:00AM
Where: Salem Civic Center Stadium Parking Lot, Salem, VA.
Partners: Cintas Document Management, WSLS10, Blue Ridge Copier, and the Salem Civic Center.
How: Bring up to three boxes or bags of documents to be shredded. Documents to be shredded should be removed from binders. Staples, paper clips, CDs and floppy discs are okay to be shredded. Just drive up and allow on-site staff to unload and shred your unwanted documents.

When looking through your documents to be shredded, BBB recommends considering a few tips before deciding what goes and what stays.

With the end of tax season, now is the perfect time to get your personal documents in order. Each person’s tax situation is different and can vary in complexity of records. Saving the appropriate documents should be based on the IRS Code, meaning that all documents should be saved based on the period of limitation of the return. For example, documents for settled accident reports/claims and expired contracts for mortgages, should be kept for 7 years, while property appraisals by outside appraisers should be kept permanently.

Taking the time to shred the documents you don’t need and saving the documents you do can make a difference when it comes to securing your identity as well. It only takes one misplaced personal document to give a thief everything needed to steal your identity.

The BBB has enclosed a Records Retention Schedule supplied by the Internal Revenue Service.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Secret Shopper Scam

4/8/2013

Posted on 4/8/2013 by

Roanoke, VA (April, 8, 2013) As she pushed the shopping cart through the crowded aisles of the Roanoke department store, she beamed with delight. After months of job searching an opportunity had finally come her way. Not only would she be allowed to keep all the goods in her cart, but also would be getting a paycheck just to shop!

Sounds like a dream job right? Sadly, it’s more of a nightmare.

A company pretending to be Global Test Market of Cranston, RI has actively been recruiting consumers in Western VA to become “Customer Service Evaluators”. Be advised that this is a scam. This company makes claims that participants can make up to $600.00 a week. The real Global Test Market (in Bellevue, WA, not Rhode Island) has no connection to secret shoppers and has listed a warning on their website, stating: “If you have received an offer in the mail, by email, phone, or seen an advertisement online offering you work as a "customer services evaluator," "mystery shopper," "survey agent" or "customer service rep" for Global Market Insite, Global Market Insight, or Global Test Market, please be advised that this is a scam.”

The fraudulent company operates by sending its “shoppers” money orders or checks, and then requests that the consumer deposit the funds into their bank account. They are then required to send back that money minus their “salary” in the form of a MoneyPak or other type of pre-paid card. Days later they realize the check is counterfeit, and in most cases must repay their bank thousands of dollars they withdrew against the bad check. One consumer has told the BBB serving Western VA that she has lost $1,815 to this secret shopper scam.

Ironically, one particular assignment of this scam has shoppers “evaluating the security and efficiency” of MoneyPak- the very pre-paid card system this fraudulent company uses to rob their victims.

“If it seems too good to be true, it probably is,” said Julie Wheeler, C.E.O. and President of BBB serving Western VA. “There is no reason for someone who is giving you money to ask you to wire money back.”

The job offer from the company looks professional, and includes a schedule for secret shopping at the Valley View mall in Roanoke, VA. The schedule even lists the names and numbers of other secret shoppers “working” for the company. The company’s main office is allegedly located in Cranston, RI, but that location does not exist. The phone number, meanwhile, uses an Ontario, Canada area code.

Some BBB tips:

Look for reputable firms that qualify and train mystery shoppers to perform specific evaluations.
Ignore claims that you will make big profits easily.
Be cautious of unsolicited e-mails or letters offering “work-from-home”
Be wary of work-at-home companies that require up-front fees. Never give them your credit card or bank account numbers.

Never wire money. Wiring money is the same as sending cash. Once the money is gone it is very difficult, if not impossible, to recover.
Check out the company's BBB Business Review at http://www.bbb.org to see its BBB rating, complaint history and more.
Visit the Mystery Shopping providers Association (MSPA) website at www.mysteryshop.org for information on how to register to be a mystery shopper with a MSPA-member company, a database of available jobs, and additional information on the industry in general.

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If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

Official Looking Notice Not From The Government

4/3/2013

Posted on 4/3/2013 by

Roanoke, VA (April 3, 2013) The tear-off letter looked official, it even had a governmental sounding name- National Processing Center. The return address was even on the very same street as the White House, Pennsylvania Avenue, Washington D.C. Something, however, just didn’t seem right and so the consumer called the Better Business Bureau. Turns out she was correct; it wasn’t from the government at all.

New mailings are showing up in the mailboxes of western Virginia seniors from a “National Processing Center” claiming “a new program is now available” and “these approved programs may pay 100 percent of all final expenses.” Basically a polite way of saying funeral costs.

The company’s address is listed as PMB # 220, 325 Pennsylvania Avenue, SE, Washington, DC, but that is not a physical address. All correspondence is delivered to a postal mail box. This company should not be confused with the main center for the U.S. Census, also named The National Processing Center. The U.S. Census has no connection to these mailings. The use of this same government center name has been confusing recipients and leading some seniors to mail back their personal information.

America’s Recommended Mailers Inc. was sued in 2006 by Texas Attorney General Greg Abbott for “bombarding seniors with deceptive, unsolicited mailers designed to dupe them into sending the companies their personal information.” National Processing Center was named as America’s Recommended Mailers Inc. alias or assumed name. The same Washington D.C. postal mail box being used in these mailings was also listed in this lawsuit.

“We advise consumers to be cautious when asked to share personal information with unknown parties. This is not a government agency,” said Julie Wheeler, C.E.O. and President of BBB Serving Western VA. “These mailings fail to give any company name, phone number or physical address. There is no way of knowing who is receiving your information or what their intentions are.”

As of this writing, National Processing Center has an F rating with the BBB serving Metro Washington, DC and Eastern Pennsylvania. Check out the company's BBB Business Review at http://www.bbb.org/washington-dc-eastern-pa/business-reviews/elderly-senior-specialty-services/national-processing-center-in-washington-dc-1033799 to see its BBB rating, complaint history and more.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Cold-Calls Claiming To Be From Microsoft

3/22/2013

Posted on 3/22/2013 by

Roanoke, VA (March 21, 2013) “This is me moving your mouse.”

Sure enough a Dublin consumer’s computer mouse cursor began to move across the screen on its own.

Someone had taken control of her computer. Unfortunately, minutes later they would have control of her bank account as well.

Multiple consumers have told the BBB in Western VA that they have been contacted by an overseas computer repair company offering virus protection and claiming to work for Microsoft. Consumers say they are being told by these callers that their computer has viruses and is in need of protection that only they can offer. Microsoft has no connection with these calls and will not call your home to offer virus protection. These calls are aimed at gaining remote access to your computer and collecting exorbitant fees for their services.

According to Microsoft, after gaining access to the computer, these callers can then install malicious software, steal personal information, take control of the computer remotely or direct consumers to fraudulent websites where they are asked to enter their credit card information.

Microsoft’s Online Safety and Security Centre states that neither Microsoft nor its partners make unsolicited phone calls.

One consumer says the caller even placed a message on her screen to read to her credit card company. “The man told me to read ‘I am the owner of this credit card and I want to release these funds for an overseas transaction.’ Unfortunately I did just that.”

The caller may make the following claims to appear legitimate:

Your computer is infected with a virus and it has ‘somehow’ reported that fact to the technical support company.
Your computer is infected with a virus and it is sending out spam emails to people.
Your computer is ‘somehow’ reporting critical software or hardware errors to the technical support company, or sending out error messages, and it is in imminent danger of breaking or failing.
Your Windows Operating System is corrupted and about to fail.

“Always be wary of cold-calls,” says Julie Wheeler, President and C.E.O. of BBB in Western VA. “Never give out personal information to someone you don’t know. If they claim there is a security threat to your computer, hang up and call your computer company directly.”

BBB advises consumers follow these tips to protect themselves from scammers attempting to access their computer:

· Install a firewall and anti-virus program to protect your computer and personal information. Update these programs frequently.

· Update your operating system and web browser software regularly.

· Protect your passwords by keeping them in a safe place. Create different passwords for each online account that you have.

· Never give personal or financial information to unsolicited callers.

· Contact your service provider directly if you are concerned you may be exposed to viruses or other security threats.

· Do not open or respond to emails or click links from unknown senders; this might infect your computer with malware, or confirm that a spammer has reached a valid address.

· Find a computer repair company you can trust. Go to http://www.bbb.org to find a BBB Accredited Business you can trust as well as check out a business.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Beware Postcards Offering “Gift Savings” Rewards

3/22/2013

Posted on 3/22/2013 by

Roanoke, VA (March 14, 2013) A senior Roanoke woman quickly dialed her neighbor’s number after going through her mail.

“Did you win a $100 reward today?”

Apparently she lived on the luckiest block in the country- the whole neighborhood was full of winners.

Sadly, this is the gift (card) that keeps on giving… right into scammer’s pockets.

Postcards are being dropped into the mailboxes of residents in western Virginia telling them they’ve won a reward of $100.00 in gift savings to Wal-Mart or Target. Consumers are urged to “contact us immediately to claim your reward!” Once you call the number listed, you are urged to provide your credit card or banking information to cover up to $7.95 in shipping and handling. Must be some heavy gift cards they’re mailing. In reality, requesting funds for shipping and handling is a scammer’s way of getting personal information including bank account, credit card, and social security numbers.

Thankfully, the consumer picked up the phone and called the BBB Serving Western Virginia instead of the call center eagerly awaiting her banking information. This is a new twist on a familiar scam involving gift cards that used text messaging in the past. Now it appears scammers are specifically targeting seniors who may not be as integrated and active with texting and email communication.

Wal-Mart and Target have no connection with reward and gift savings sweepstakes and do not partner with agencies that offer rewards with advance fee stipulations.

“Be wary of any contest or sweepstakes that asks for an upfront fee, “said Julie Wheeler, President and C.E.O. of BBB in Western VA. “Legitimate sweepstakes companies will not ask you to pay handling fees, taxes or other charges. Winning is free.”

· Do not provide personal information to claim ‘prizes’ or to sign up for free trials.

· Check your bank statements and credit cards on a regular basis for unauthorized charges.

· If a company name is provided, go to http://www.bbb.org to check out the business or to find a BBB Accredited Business you can trust.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Lottery Scam Using BBB Name

3/15/2013

Posted on 3/15/2013 by

Roanoke, VA (March 14, 2013) A lottery sweepstakes scam is using the Better Business Bureau’s name and reputation in attempts to rob consumers in Western Virginia. A consumer has told the BBB in Western VA she’s received phone calls from Mega Box Mega Millions lottery claiming she’s won a $1.5 million dollar prize and that a representative from the BBB was recording the call. The BBB has no connection with Mega Box Mega Millions or any other lottery and is warning consumers to be on the lookout for this new twist on a common sweepstakes scam. This lottery should not be confused with Megabox.com, a music website.

“We often see scammers using our name in order to gain credibility,” said Julie Wheeler, President and CEO of BBB serving Western VA. “We do not engage in any lottery, sweepstakes, or giveaways.”

The fraudulent lottery told the consumer to purchase a Green Dot MoneyPak card at a local pharmacy, load $255 on the card, and then give Mega Box Mega Millions the code in order to “cover IRS fees”. A MoneyPak card allows a consumer to go into a supermarket or drug store and convert cash into digital currency that can be loaded onto a prepaid debit card or added to a PayPal account. The 14-digit code on the back of the card provides access to these funds.

This form of sweepstakes scam often uses cash-load PINS like those used by Green Dot to prevent from being traced. Companies such as Green Dot are not responsible for any funds sent in this manner. Several prepaid debit card companies have now placed warnings highlighted in yellow on the back of the cards.

The BBB has the following tips:

· Only use a MoneyPak with businesses on the approved list found at www.moneypak.com.

· Only use a MoneyPak or other reload PIN to add money to your own prepaid debit card, Paypal account, or one of a trusted family member.

· Protect the PIN number like you would cash.

· Call the MoneyPak company immediately if you feel you have been scammed. They may be able to freeze the funds if you act fast enough.

· Don't pay to collect winnings. In legitimate cases, shipping and other fees are taken out of the winnings before the money is sent. Taxes on winnings would be handled with tax returns to the IRS.

· Contact the BBB at www.bbb.org and the Federal Trade Commission at www.ftc.gov if you have been involved with, or have been contacted by scammers.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Medicare Card Replacement Scam

3/14/2013

Posted on 3/14/2013 by

BBB Alert: Medicare Card Replacement Scam

Roanoke, VA (March 14, 2013) Numerous seniors have contacted the BBB in Western Virginia to report suspicious phone calls claiming to be from Medicare. The consumers were told they needed to provide their banking information in order to replace expiring Medicare cards. The BBB is alerting seniors that this is a scam.

While many phone numbers can be associated with Medicare scams, one particular number has been linked to this scam in Western VA. Consumers have received multiple calls from 409-574-1214, claiming to be from Texas. A representative professing to be from Medicare will ask for the consumer’s Medicare card number which generally is close to, or is the same, as the individual’s Social Security Number. Consumers are then asked to supply their banking information in addition to their Medicare card numbers in order to receive a new card.

“Medicare and Medicaid will not call to update information or issue a new card,” said Julie Wheeler, President and CEO of BBB serving Western VA. “We want to make sure our consumers guard their personal information, especially against unknown callers.”

Those who receive such calls should hang up and report them to U.S. Department of Health & Human Services Office of Inspector General at https://oig.hhs.gov/fraud/report-fraud/ or call 1-800-447-8477.

BBB advises seniors to:

· Be suspicious of any door-to-door or telephone solicitations claiming to be affiliated with Medicare.

· Be wary of anyone offering you something for “free” in exchange for your Medicare number. Remember, Medicare will not pay for medical equipment without a physician’s signature certifying that it is necessary.

· Do not provide your bank account information, Medicare number, social security number or any other personal information to unknown individuals over the phone; particularly telephone marketers claiming to be from Medicare and asking for payment.

· Only give your insurance/Medicare information to those who have provided you with medical services.

· Never sign blank Medicare insurance forms.

Check out the company's BBB Business Review at http://www.bbb.org to see its BBB rating, complaint history and more.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB Alert: Loan Modification Scam

3/12/2013

Posted on 3/12/2013 by

BBB Alert: Loan Modification Scam

Out-of-state Companies Contacting New River Valley

Roanoke, VA – (March 8, 2013) Several consumers in Western Virginia have been contacted by loan modification companies offering services in direct violation of FTC regulations. While there are many reputable mortgage relief companies, these particular companies have requested advance fees and have violated several FTC rules.

A Roanoke resident has told the BBB they sent $2,000 in fees to an out-of-state loan modification company in order to lower interest rates, but has since seen no results. This is one of several calls from consumers who have lost up to thousands of dollars in loan modification scams.

Phony loan modification companies often call vulnerable foreclosure victims and homeowners with offers to lower mortgage interest rates. These companies charge hefty fees that can be in the thousands of dollars. Victims say that after the fees have been paid, the scammers fail to perform. These companies may also claim to be government agencies.

As of January 31, 2011, the Federal trade Commission’s Mortgage Assistance Relief Services (MARS) Rule bans providers of mortgage foreclosure rescue and loan modification services from collecting fees until homeowners have a written offer from their lender or servicer that they decide is acceptable. The company must also give the homeowner a document showing changes to the loan if it is accepted. In addition, the rule bars mortgage relief companies from telling consumers to stop communicating with their lenders or servicers.

Consumers need to be on the lookout for loan modification scams that appear to take on one of the following forms:

· Lenders are charging upfront fees for loan modification negotiations to be performed in violation of the MARS rule.

· Companies disguise themselves as government agencies (in some cases, they even purport to be the Better Business Bureau)

· Consumers are told to stop making home loan payments to their lenders and to pay the loan modification company instead.

· Homeowners are told to transfer their deeds into the names of the loan modification company.

“We want to keep our consumers safe from these predatory practices,” says Julie Wheeler, CEO and President of the BBB serving Western VA. “Make sure you use a licensed company when negotiating any modification of your mortgage, and check out the company’s BBB Business Review before accepting any offers.”

Consumers who need help with their mortgage should consider the following tips:

Talk to your lender. Before paying an outside company to negotiate with your mortgage provider, try to get some relief yourself for free. Many companies will work with a consumer to avoid foreclosure.
Check out the company's BBB Business Review at http://www.bbb.org to see its BBB rating, complaint history and more.
Use a licensed company. Any business offering loan modification services must be licensed. Search the agent or company name in the National Mortgage Licensing System at http://mortgage.nationwidelicensingsystem.org to ensure you are not dealing with a scammer.
Know where to turn. If you feel your mortgage provider is treating you unfairly, FTC also recommends consumers call 1-888-995-HOPE to get free personalized advice from housing counseling agencies certified by the U.S. Department of Housing and Urban Development.
Report fraud. If you have been scammed, report your experience to BBB or the FTC (www.ftc.gov).

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

In Its 72nd year, Better Business Bureau Serving Western Virginia Breaks Records for Consumer Services

3/8/2013

Posted on 3/8/2013 by

Roanoke, VA (March 7, 2013) – The Better Business Bureau in Western VA has released record-breaking consumer services numbers for 2012. Significant gains in instances of service, complaints handled, website visits, and business reviews issued, point to a highly successful and effective year of serving Western Virginia.

Total instances of service (online and in person) jumped 12.1%, from 678,677 in 2011 to 772,841 in 2012.
BBB in Western VA handled 3,577 complaints in 2012 which equates to a 14.8% gain.
www.vawest.org, the organization’s website, set records with over 720,000 visits, up 29.9% from 2011.

“These numbers demonstrate that consumers look to the Better Business Bureau as a leader in the movement working towards an ethical marketplace for both buyers and sellers,” said Julie Wheeler, President and CEO of the BBB serving Western Va. “We are honored to be the consumer’s key advisor, reliable evaluator, and objective expert on the topic of trust in the marketplace.”

Contractors and auto dealers once again top the list for inquiries as consumers continue to do more research on large purchases such as vehicles and home remodeling. Nine out of the top ten inquiries for 2012 were in connection with home construction and repair, and automobile sales and service.

Contractors and auto dealers/repair also topped the list for the BBB nationally. The Better Business Bureau helped a record-breaking number of consumers for the organization’s 100^th year of service. Total instances of service topped 180 million, a 27% increase. Visitors to the organization’s website averaged 8-10 million a month, also a record.

BBB maintains Business Reviews on more than 4.5 million businesses and rates them based on complaint histories, responsiveness to customers, licensing, legal and government action, and other factors.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA

In Its 72nd year, Better Business Bureau Serving Western Virginia Breaks Records for Consumer Services

3/8/2013

Posted on 3/8/2013 by

Total instances of service (online and in person) jumped 12.1%, from 678,677 in 2011 to 772,841 in 2012.
BBB in Western VA handled 3,577 complaints in 2012 which equates to a 14.8% gain.
www.vawest.org, the organization’s website, set records with over 720,000 visits, up 29.9% from 2011.

In Its 72nd year, Better Business Bureau Serving Western Virginia Breaks Records for Consumer Services

3/8/2013

Posted on 3/8/2013 by

Total instances of service (online and in person) jumped 12.1%, from 678,677 in 2011 to 772,841 in 2012.
BBB in Western VA handled 3,577 complaints in 2012 which equates to a 14.8% gain.
www.vawest.org, the organization’s website, set records with over 720,000 visits, up 29.9% from 2011.

In Its 72nd year, Better Business Bureau Serving Western Virginia Breaks Records for Consumer Services

3/8/2013

Posted on 3/8/2013 by

Total instances of service (online and in person) jumped 12.1%, from 678,677 in 2011 to 772,841 in 2012.
BBB in Western VA handled 3,577 complaints in 2012 which equates to a 14.8% gain.
www.vawest.org, the organization’s website, set records with over 720,000 visits, up 29.9% from 2011.

BBB Warns Homeowners to be on Watch for Storm Chasers

3/4/2013

Posted on 3/4/2013 by

March 4, 2013 – Roanoke, VA BBB is warning consumers, especially senior citizens, about a wave of contractors soliciting door-to-door in the Roanoke area. The repairs done by these contractors could result in hidden insurance costs for homeowners. Normally, March is the month when itinerant home improvement contractors start to move into the area. This year, however, the damage from the derecho wind storm of June 2012 has opened the door for advantageous solicitors. Western Virginia is now being inundated with home improvement contactors from other states taking advantage of the damages left by this storm. Some have even rented office space to look like other local businesses. Most use sub-contractors to do the actual repairs while they contact the homeowner’s insurance companies to obtain authorization for the work.

The BBB has recently received calls from consumers stating a roofing contractor climbed on their roof without their permission and then informed them they had hail damage. This contractor then requested to see the homeowner’s insurance policy. The contractor proceeded to call the homeowner’s insurance agent in order to work directly with them. We urge you to speak directly with your insurance agent. It is important you get competitive bids from three companies before signing any contract.

The contractor states that they can get the insurance company to cover the cost, but with a clause stating that additional damage may be found after work begins. Unfortunately, the insurance company seldom covers this additional work, and the consumer is presented with a bill for a few thousand dollars that they were not anticipating.

“Deceptive door-to-door contractors are looking to make a quick buck…and they are on the rise. Seniors need to be especially alert because they are often the target of these salespeople,” says Julie Wheeler, President and CEO of BBB Serving Western VA. “If you sign a contract with someone who has shown up on your doorstep, remember you have the Three-Day Cooling-Off Rule which gives consumers three days to cancel purchases of more than $25, if the contract is signed at their home. The Federal Trade Commission requires the salesperson to provide a receipt for the purchase, along with a cancellation form if the consumer changes their mind.”

BBB offers the following tips to homeowners:

Do your research. Check with your insurance company about policy coverage and specific filing requirements. Don’t rely on a salesperson to make the call.

Shop around. For major repairs, take time to shop around and get 3-4 estimates based on the same specifications and materials. Check out references that are at least one year-old, and verify that the contractor is licensed and/or registered to do work in your area. Also, check with your local building inspector to see if a building permit is required.

Know the company you’re dealing with. Ask for – and check out – customer references. Check out any business with the BBB at www.bbb.org.

Be wary of high pressure sales tactics. A trustworthy company should let you take time to think about the purchase and compare prices before buying or putting down a deposit. Some of these salespeople can be aggressive and very intimidating. Some unscrupulous door-to-door sellers will put pressure on you to close the deal at that moment, and even make special offers to entice you. Listen to their tone. Are they increasing in volume as they speak to you? Are they ignoring you despite saying you are not interested? Find a way to end the conversation quickly to avoid long, drawn-out sales pitches.

Trust your gut. Be leery if a worker shows up on your doorstep to announce that your home is unsafe. While most roofing contractors abide by the law, be careful allowing someone you do not know to inspect your roof. An unethical contractor may actually create damage to get work.

Get everything in writing. Require a written contract agreement with anyone you hire. Be sure their name, address, license number and phone number are included in the contract. Read and understand the contract in its entirety, don’t sign a blank contract, and make sure you get a copy of the signed contract at the time of signature. Clearly written proposals that are detailed and broken down into separate line items are a good sign that the contractor is being thorough and has prepared an accurate estimate.

If one estimate seems much lower than the others and it sounds too good to be true, it probably is. Many fly-by-night contractors' below-cost bids seem attractive, but these contractors often are uninsured and perform substandard work or use substandard materials. Make sure to read the fine print. Some contracts use a clause where substantial cancellation fees or liquidation damages are required if the homeowner decides not to use the contractor after insurance approval of the claim. In some instances you may be required to pay the full agreed price if the homeowner cancels after the 3 day cancellation period. If an estimate or contract is confusing, ask the contractor to break it down into items/terms you can understand.

Stand strong. Do not invite unsolicited salespeople into your home. If you do allow a salesperson inside and decide during the presentation that you are not interested in making a purchase, simply ask him or her to leave. If the salesperson refuses to leave, threaten to call the police, and follow through if they don’t leave immediately.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Consumers Receive Fake Texts Appearing to be From a Local Bank

2/15/2013

Posted on 2/15/2013 by

The BBB Serving Western VA has received numerous calls from consumers who received texts purported to be from a local area bank. These texts are fraudulently being used in an attempt to steal consumer’s personal information. Better Business Bureau reminds consumers to never provide personal information to anyone you do not know.

These texts lead consumers to believe there is an issue with their bank account or bank card and immediate action is required.

The text messages consumers are receiving provides a number for consumers to call, or a web link. When victims call the number, an automated message claims their debit card has been compromised in some way and goes on to instruct the consumer to press ‘3’ to discuss a debit card limitation. Consumers who do so are directed to enter their 16-digit debit card number.

“This is a ‘Smishing’ scam,” states Julie Wheeler, President and CEO of the BBB Serving Western Virginia. ” Never reply to the text message. Schemers are preying on victims that text back and ultimately verify that the text has been sent to an active cell phone. If the message has a link in it, never click it. Many schemers use this as way to spread a viral attack on your phone.”

If you receive a text such as these, BBB advises:

• Do not give out your personal information.

• If you believe there is an issue with your bank, call them directly.

• Do not respond to the text or click on any links provided.

• Contact your phone provider to block any suspicious numbers the texts are originating from.

• If you have already fallen victim to this scam, contact your financial institution immediately.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

Consumers Receive Fake Texts Appearing to be From a Local Bank

2/15/2013

Posted on 2/15/2013 by

These texts lead consumers to believe there is an issue with their bank account or bank card and immediate action is required.

If you receive a text such as these, BBB advises:

• Do not give out your personal information.

• If you believe there is an issue with your bank, call them directly.

• Do not respond to the text or click on any links provided.

• Contact your phone provider to block any suspicious numbers the texts are originating from.

• If you have already fallen victim to this scam, contact your financial institution immediately.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

BBB Warns Businesses of Suspicious Local Ad Sales Targeting School Supporters

2/8/2013

Posted on 2/8/2013 by

The BBB Serving Western VA has received information from a local business targeted by a questionable advertising sales group called API, or Advantage Promotions, Inc., based in Charlotte, NC. Area businesses are being contacted by a company representative offering to sell advertising space on local high school posters, calendars, or magnetized team schedules.

In the sales pitch, the company claims that the school’s athletic department, booster club, or administration has given them the business’ name in order to solicit their support. Although the company implies that they have an agreement with the school to solicit such support, the local business that was contacted was given incorrect information regarding the name of a local section of Roanoke and the wrong name of the school athletic director. Fortunately, those were all the red flags the business needed and did not place advertising. The company is using the names of area high schools in their advertising pitches without the authorization of the schools. This company (along with dozens of similar businesses across the country) has made a lucrative business out of targeting small merchants eager to support their local schools and teams.

In the past, the BBB has seen this type of offer produce complaints regarding misrepresentation of the offer, failure to produce advertising, and unauthorized bills for advertising. BBB warns businesses to beware of phone calls and/or invoices in the mail from this company or others.

“Business owners who want to show their support for local schools or sports teams can easily be taken advantage of by this type of offer,” said Julie Wheeler, BBB President. “The BBB advises businesses who are approached for any advertising offer tied to a local school or team to check out the offer with the school before proceeding.” All too often, there’s no formal agreement with the school and no guarantee the advertising items will be distributed.

Before purchasing advertising from a company you are unfamiliar with, ask yourself:

• What is the total cost of the ad? What will it look like & can you proof it before its distributed?

• How many items will be produced, and how will you know the items will be distributed?

• Where is the company located and are they able to distribute the items in your local market?

• Who will benefit from your advertising and what portion of the proceeds go to the school?

If the answers you get are not satisfactory, talk to the school and find out if there are other ways you can support their activities, such as a direct donation to a local PTA, booster club or foundation.

If you have received a fraudulent advertising invoice or phone call, or if you have sent money to pay for an advertisement which you now realize is a scam, you may wish to file a complaint with the BBB. Remember to check with the BBB before agreeing to this type of offer, or any offer from a company with which you are unfamiliar.

BBB Alert - Tax Refund Debit Card Scam

2/8/2013

Posted on 2/8/2013 by

“Tisthe Season” … for Taxes

The BBB serving Western Virginia has beenmade aware of a scam related to the new Virginia Tax Refund Debit Card. The Department of Taxation has receivedreports of phone calls to consumers telling them their “Way2Go prepaidMasterCard is locked for security reasons.” The caller then tries to get personal information.

This is a phone scam, as the Department ofTaxation never makes automated calls and never solicits personalinformation in this manner. If youreceive such a call, hang up. If the call is a voice mail, delete it.

The BBB serving Western Virginia cautionsconsumers to never give personal information to a caller unless they can verifythe source.

The Taxation Department of VA states “A division of Xerox Corporation will administer Virginia’sdebit card program at no cost to the state. The refund will be held in a bankaccount at a MasterCard^®bank so both the funds and the debit cardare protected by state and federal laws. The card is activated by phone oronline using personal information that only you should know, and you willcreate a PIN, or personal identification number, for use with the card.”

If you have questions, please contacteither the BBB or the Department of Taxation’s Customer Services Department at(804) 367-8031. Their website is www.tax.virginia.gov.

If youneed more information, contact the BBB at (540) 342-3455or (800) 533-5501. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Alert on Fraudulent Business Directories

1/22/2013

Posted on 1/22/2013 by

A local business alerted the BBB to a telephone solicitation from Executive Publishing, stating that various local Country Clubs have asked the company to put together a directory. The representative from Executive Publishing also stated that only one company per business category would be allowed in the directory. The local business knew the owner of one of the Country Club properties and they are a direct competitor of their business. This sent up a “red flag.”

Here is the link for the BBB Business Review for Executive Publishing: http://www.bbb.org/south-east-florida/business-reviews/publishers-magazine/executive-publishing-in-boca-raton-fl-90057621. The BBB file on Executive Publishing opened in August, 2012. To date, the firm has an “F” rating due to four unanswered customer complaints and one unresolved complaint. The complaints filed are similar in nature promising an exclusive ad in a directory for Country Clubs.

The BBB urges businesses to be vigilant against fraud in order to protect their bottom line. Becoming a victim of fraud can have a negative financial impact on a business. The BBB Serving Western VA recommends you do your research before paying money to any business with which you are unfamiliar.

Nationally, the BBB receives thousands of complaints every year from small businesses who are victims of an invoicing scam or are misled into paying for services that are fake. Scammers aren’t always trying to steal money from a business; sometimes they are after a company’s financial or customer data and will use many kinds of methods to get the information they are seeking.

Julie Wheeler, President & CEO of the BBB Serving Western VA states “Because small business owners often lack the time and resources to fight fraud, they are a popular mark for any number of different scams. Checking with the BBB first can save both time and money!”

The BBB is warning business owners to look out for the following:

Directory Scams are a perennial problem that plagues businesses. Commonly the scammer will call the business claiming they just want to update the company’s entry in an online directory. Often times there is something in the sales pitch that sends up a red flag. Like other scams, the person contacting you could be very aggressive in their tactics and potentially become very rude if you do not sign up with them immediately, or if you request information in writing before making a decision.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.vawest.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.
BBB Alert on Fraudulent Business Directories

January 22, 2013 – Roanoke, VA – A local business alerted the BBB to a telephone solicitation from Executive Publishing, stating that various local Country Clubs have asked the company to put together a directory. The representative from Executive Publishing also stated that only one company per business category would be allowed in the directory. The local business knew the owner of one of the Country Club properties and they are a direct competitor of their business. This sent up a “red flag.”
Here is the link for the BBB Business Review for Executive Publishing: http://www.bbb.org/south-east-florida/business-reviews/publishers-magazine/executive-publishing-in-boca-raton-fl-90057621. The BBB file on Executive Publishing opened in August, 2012. To date, the firm has an “F” rating due to four unanswered customer complaints and one unresolved complaint. The complaints filed are similar in nature promising an exclusive ad in a directory for Country Clubs.
The BBB urges businesses to be vigilant against fraud in order to protect their bottom line. Becoming a victim of fraud can have a negative financial impact on a business. The BBB Serving Western VA recommends you do your research before paying money to any business with which you are unfamiliar.
Nationally, the BBB receives thousands of complaints every year from small businesses who are victims of an invoicing scam or are misled into paying for services that are fake. Scammers aren’t always trying to steal money from a business; sometimes they are after a company’s financial or customer data and will use many kinds of methods to get the information they are seeking.
Julie Wheeler, President & CEO of the BBB Serving Western VA states “Because small business owners often lack the time and resources to fight fraud, they are a popular mark for any number of different scams. Checking with the BBB first can save both time and money!”
The BBB is warning business owners to look out for the following:
Directory Scams are a perennial problem that plagues businesses. Commonly the scammer will call the business claiming they just want to update the company’s entry in an online directory. Often times there is something in the sales pitch that sends up a red flag. Like other scams, the person contacting you could be very aggressive in their tactics and potentially become very rude if you do not sign up with them immediately, or if you request information in writing before making a decision.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.vawest.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Cautions Consumers to Not Let Paperless, E-Receipts Compromise Your Personal Information

1/17/2013

Posted on 1/17/2013 by

Do you opt for paperless, e-receipts? Some retailers and banks are now offering customers the option of receiving receipts from purchases and ATM transactions via email. While this is a convenient alternative to paper clutter, the Better Business Bureau is reminding consumers to protect their identity in the process.

An E-receipt can often be tied to your store rewards card, but you can often opt for paperless simply by providing your email address at the time of purchase.

There are online companies offering to organize and store your digital receipts. You create an account, provide your credit or debit card account information, then the company uses this information to track transactions. After purchases, the company retrieves receipt information directly from retailers and stores it online.

Be careful! This kind of service is ripe for scammers to mimic in order to steal your information. While paperless receipts may be a convenience for you, be sure you’re aware of what else you could be receiving in your inbox. Along with receipts, businesses may send “junk mail” filled with surveys, coupons and other promotional offers. They may also use your information to build profiles on demographics and buying habits.

The BBB in Western VA BBB offers the following tips for shoppers who are interested in opting for the paperless, e-receipts:

1. Find out how the business plans to keep your information secure. You’ll want to find out if the business plans on selling your information to third-parties. If they do, watch for unsolicited emails requesting your personal information; they could be scams that download malware on your computer.

2. Ask if you can opt-out of receiving promotional emails. Now that the business has your email address, it’s possible you’ll start to receive coupons, newsletters and other promotional emails from them… and from others if they’ve sold or shared your data. A good idea - set up a separate email address to use for paperless receipts so that you can easily monitor it for spam.

3. Beware of scams! Having receipts emailed can also make you susceptible to phishing and other identity theft scams. Scammers are very good at posing as retailers or banks with realistic-looking emails that may claim there is a problem with your purchase and request that you click a link to fix it. The link may take you to a fraudulent site that asks you for your personal information, or it might download malware on your computer that will search your hard drive for account numbers and passwords.

4. Make sure your anti-virus software is up-to-date. Whether or not you plan to increase your internet and email usage, it’s always a good idea to make sure your system’s security plan is updated regularly. Spammers feed off of online shoppers who fail to update their security patches.

For more BBB tips you can trust, visit www.bbb.org. If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

Like us on Facebook at https://www.facebook.com/BBBWesternVA.

BBB Serving Western VA Names Top Area Scams of 2012

1/14/2013

Posted on 1/14/2013 by

The Better Business Bureau investigates thousands of scams every year, from schemes old and new. The BBB serving Western VA has helped numerous people avoid falling victim to these scammers.

“It’s hard to say which are the top scams, as far as the number of people affected or the amount of money stolen, because so many go unreported or under-reported,” said Julie Wheeler, President of the BBB Serving Western Virginia. “Some of these scams have been around as long as BBB – 100 years – and some take advantage of brand new technologies. The following list consists of the scams that seem to be the most egregious in our area. They have hurt a lot of people, and it seems that even as consumers are getting savvier, scams are only getting more prevalent.”

We’ve divided scams into ten major categories which have affected consumers in Western VA and business’s in 2012.

Top Prize Scam: Sweepstakes and Lottery Scam

This is an old one that we received a lot of calls about again in 2012. In this one, the call comes from Jamaica usually, (area code 876), but the calls do come from other countries and different phone numbers. The persons calling claim to be representing a trusted group or agency and are somewhere in the US with verbiage close to Great News: you’ve won a terrific prize/sweepstakes/international lottery (typical haul: $2 million and Mercedes Benz) but you have to pay a fee in order to collect your winnings. There are lots of variations on this; sometimes it’s a government grant you are eligible for. It is best just to hang up and then file a phone fraud report with the appropriate government agency. The BBB of Western VA has information from a local taxi service saying they receive calls from persons in area code 876 asking them to pick up their supposed “grandparent(s)” and take them to the bank.

Top Retail – Gift Card scam

You’ve won a $1,000 gift card from a well known retail store and for only a few dollars which are “shipping costs” you will receive the gift card. The caller then asks for your credit card number. It may seem like only a few dollars but they now have your credit card number and can continue taking your money.

Top Employment Scam: Mystery Shopping

If you love to shop, working as a secret shopper may sound like an ideal way to supplement your income. But scammers have figured that out, too, and many job offers are nothing more than a variation on the Overpayment/Fake Check Scam. Sometimes they even tell you that evaluating the wire service company is part of the job, which is why you need to send back part of the money. The Mystery Shopping Providers Association says it’s not the practice of their members to pre-pay shoppers, but if you have your heart set on this type of job, you may find a legitimate offer through their website at www.mysteryshop.org.

Top Financial Scams

Loan scams continued to be prevalent in 2012. It seems for every legitimate lender out there, a scammer is waiting to prey on people in desperate situations. Most of the scams advertise online, and promise things like no credit check or easy repayment terms. Then the hook: you have to make the first payment upfront, or you have to buy an “insurance policy,” or some other kind of fee that you have to pay first to “secure” the loan.

Top Collection Agency Scams

This year, we heard a new, aggressive twist on loan scams: consumers who were threatened with lawsuits and law enforcement action if they didn’t “pay back” loans they said they had never even taken out in the first place. People got calls at their workplace, and even to relatives. The embarrassment of being thought of as a delinquent caused some victims to pay even when they knew they didn’t owe the money. One such scam - Business’s receive a claim from a collection agency stating your business owes for advertising and they can provide a recording of the approval but never seem to be able to provide the actual advertisement. The Western VA BBB receives complaints regarding this regularly. In another scam regarding a “collection agency,” consumers receive phone calls very similar to the ones for “loans” (above scam) threatening law enforcement action if they did not make payment to the collection agency.

Top Home Improvement Scam: “Storm Chasers”

Western VA BBB spends a lot of time investigating and reporting on home improvement scams, but in 2012 we saw an unusual amount of “storm chaser” activity following the major storms we had this year. Tree removal, roofing, general home repairs – some were legitimate contractors who came from other areas for the volume of work available; others were unlicensed, uninsured and ill-prepared for the work; while some were even out-and-out scam artists who took the money and never did the work. In an emergency, it’s tempting to skip reference checking, but that’s never a good idea. The BBB has numerous Accredited Businesses in the home contracting field who are committed to upholding our mission of trust. Next time you need home repairs, find a contractor at www.bbb.org/search.

Top Phishing Scams :

President Obama Will Pay Your Utility Bills

Of all the politically-related scams, this one seemed to be the most prevalent. At the peak of summer with utility costs soaring, consumers got emails, letters and even door-to-door solicitations about a “new government program” to pay your utility bills. Hey, the president wants to get re-elected, right? Maybe he’s just trying to win votes. Victims “registered” with an official-looking website and provided everything scammers needed for identity theft purposes, including bank account information.

BBB Phishing Scam

Businesses and consumers alike have received emails that look like an official notice from BBB. The subject line says something similar to “Complaint Against Your Business,” and the instructions tell you 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.

Medicare/Medical Cards Scams

Consumers especially seniors, receive phone calls saying the government is replacing your medicare or medical card and ask you to provide your bank account information. The government or Medicare would not contact you asking for your bank information.

Top Emergency Scam: Grandparents Scam

The “Grandparents Scam” has been around a while, but it’s still prevalent so that we need to mention it again: grandchild/niece/nephew/friend is traveling abroad and calls/texts/emails to say he or she has been mugged/arrested/hurt and needs money right away (“…and please don’t tell mom and dad!”). Thanks to social media, it’s getting easier and easier for scammers to tell a more plausible story because they can use real facts from the supposed victim’s life ( “I’m in France to visit my old college roommate.” Enjoying spring break in”). Easy rule of thumb – before you wire money in an emergency, check with the supposed victim or their family members to make sure they really are traveling, odds are they are safe at home.

Online Tech Support Scams

Consumers receive a phone call from a software company telling them their computer is sending error messages and that a virus has been detected. The caller claims they can resolve the problem, then convinces the user to grant them permission to run a program to scan the computer. Then for a fee they can remove the virus and ask for their credit card information. Afterwards, consumers experience problems with their computer. The scammer now has your credit card information and has installed a virus or software on your computer and may have access to all your personal information stored on your computer.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Better Business Bureau Elects 2013 Board of Directors

1/7/2013

Posted on 1/7/2013 by

January 7, 2013 - Roanoke, VA – The BBB Serving Western VA has elected Officers and Board of Directors for 2013. Steve Hoover has been elected Chair of the Board of Directors. He has served on the BBB Board of Directors since 2009. Mr. Hoover has been a partner at MKB, REALTORS located in Roanoke, VA since 1987. In addition, he has served in numerous capacities for the Roanoke Valley Board of REALTORS, the Virginia Association of REALTORS and the National Association of REALTORS. He holds a bachelors degree in Psychology from the University of Virginia. Mr. Hoover resides in Roanoke with his wife, Jane.

The following Officers and new Board Members were elected:

Officers

Steve Hoover, Chair

MKB, REALTORS

John S. Aldridge, Vice Chair

Brown, Edwards & Company, L.L.P.

Charles Overstreet, Secretary

Northwest True Value Hardware

Michael R. Bell, Treasurer

Anderson & Reed, LLP

Dale Lee, Past Chair

RGC Resources, Inc.

Kevin P. Oddo, Legal Counsel

LeClairRyan, A Professional Corporation

New Board Members

Gayle Merrill

Mountain Roofing, Inc.

Rachel Nichols

Apple Barn Gifts, Ltd.

Janet L. Riddlebarger

HHHunt Property Management, Inc.

Robert Smith

Quantum Medical Business Service, Inc.

Susan Still

HomeTown Bank

Stacie Vest

Cox Communications

BBB OFFERS TEN NEW YEAR’S RESOLUTIONS FOR A CONSUMER-SAVVY 2013

1/2/2013

Posted on 1/2/2013 by

Entering the New Year as a savvy consumer is more important than ever as many look for new ways to spend money wisely. The BBB Serving Western Virginia offers consumers ten New Year’s resolutions to avoid scams, prevent identity theft and save money in 2013.

“Being a savvy consumer is ultimately about using money wisely,” said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “Researching businesses before you make a purchase and avoiding scammers should be among everyone’s resolutions this year.”

BBB Serving Western Virginia recommends the following New Year’s resolutions to be a savvy consumer in 2013:

1. Be your own best protector. Even with laws and consumer protection agencies, consumers should guard themselves by being cautious of high pressure sales or investment offers. Check out a business with BBB before signing anything or paying money up front. Also, make sure to read the fine print!

2. Beware of job offers to make easy money. Scammers target job hunters so beware of any job offer, work-at-home or business opportunity that promises big money for little work and no experience. Use caution when you are dealing with a company that asks for advance fees or asks for personal or financial information before providing adequate information about the position.

3. Never wire money to someone you don’t know. Many scams involve a victim who is asked to wire money. The scam might claim you have won a lottery, landed a mystery shopper job, or that a loved one is in trouble in another country and needs money.

4. Be cautious about doing business with strangers who approach you at home. If considering doing business with a door-to-door salesperson, first check out the company with your BBB and appropriate licensing agencies.

5. Get everything in writing. Get agreements and quotes in writing to limit miscommunication and misunderstandings between your expectations and what the business will deliver. Make sure any verbal promises are documented in writing.

6. DO NOT give any personal or financial information over the phone to an unfamiliar individual or company. This includes credit card numbers, bank account numbers and Social Security numbers. Even if you are told it is only for “verification,” this information can be used for unauthorized credit card charges or bank account debits.

7. Protect yourself from identity theft. Shred documents that include sensitive financial information and properly dispose of computers, cell phones and digital data safely. Don’t share personal or financial information with unknown individuals.

8. Beware of fake check scams. Scammers have the ability to create very real-looking counterfeit checks. Be wary of claims, accompanied by a sizable check amount, which state you have won a lottery, are eligible for a government grant or have landed a job as a mystery shopper.

9. Do not pay in advance for “guaranteed” loans, jobs, credit or debt repair. Advance fee schemers typically ask for hundreds or thousands of dollars upfront in order to allegedly deliver what they have promised. This is often done without a written contract. Many consumers will later discover what the company actually provides, if anything, typically falls far short of what was promised.

10. Contact BBB for assistance. If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB OFFERS TEN NEW YEAR’S RESOLUTIONS FOR A CONSUMER-SAVVY 2013

12/28/2012

Posted on 12/28/2012 by

BBB WARNS OF CYBERTHREATS OF 2013

12/28/2012

Posted on 12/28/2012 by

Computer hackers are doing much more than sending spam phishing emails these days. Evolving technologies are making it easier for people with malicious intent to manipulate the vulnerabilities of the Internet infrastructure.

BBB Serving Western VA is alerting consumers and businesses of expected cyberthreats in 2013:

Cloud-Based Botnets: Cloud computing allows businesses to quickly add or subtract computing power, creating the potential for massive virtual networks to simultaneously send thousands of spam emails. A growing concern is that cloud computing resources will be purchased using credit card information obtained from phishing schemes. Phishing schemes involve identity thieves who impersonate trustworthy sources or create fictitious reasons to contact consumers to try to get personal information -- such as Social Security numbers, birthdates, passwords, credit card or bank account information.
Search History Poisoning: Hackers attempt to bump illegitimate websites to the top of search engine results, and now, try to manipulate individuals’ search histories—according to the Emerging Cyber Threats Report 2013 from Georgia Tech, http://www.gtcybersecuritysummit.com/pdf/2013ThreatsReport.pdf. Compromised search histories can follow users from computer to computer, perpetuating the inaccurate results and increasing the likelihood of visiting malicious websites.
Mobile Wallet Vulnerabilities: Near field communication, or NFC—a technology which allows two devices to exchange data when in the proximity of each other—is being considered by many smartphone manufacturers, retailers and airlines. With this technology, near field scanners may attempt to capture stored credit card information from passersby.
Malicious Mobile Apps: The Internet Crime Complaint Center recently issued an alert on malware in Android applications, http://www.ic3.gov/media/2012/121012.aspx. As the market for mobile applications expands, it is likely that this problem will increase.
Counterfeit QR Codes: A Quick Response Code is a two-dimensional scannable barcode that directs smartphone users to websites or downloadable content. Counterfeit QR Codes—often adhered over legitimate codes and unknowingly scanned—can download malware or lead to unsecure websites.

To learn about other cyberthreats or to report Internet crimes, visit ic3.gov.

BBB Advice for Stress-free Holiday Returns and Exchanges

12/28/2012

Posted on 12/28/2012 by

Consumers scour shelves and websites for the perfect holiday gift, but sometimes even the best ideas don’t work out. While some stores loosen their return policies during the holiday season to allow for an easier return process, BBB Serving Western VA warns that some stores could be tightening their policies due to an increase in return fraud.

In a survey conducted by the National Retail Federation, retailers estimate that 4.6 percent of holiday returns are fraudulent, costing the retail industry an estimated $2.9 billion.

Return fraud comes in many forms, but the main methods of return fraud involve purchasing merchandise for short-term use and then returning the item, returning stolen merchandise, or using reused, stolen or falsified receipts to return merchandise for a profit.

To put you and your gift recipients in the best position for a happy return or exchange, BBB offers this advice:

• Know and understand the seller’s return policy. Most return policies will be listed on a company’s website or on the back of the receipt. Make sure to fully understand what’s required for a return or exchange, and if you have questions, call the store directly to ask about your specific situation.

• Keep original packaging. Some stores may require products be returned in original purchase condition, unused or un-opened.

• Bring identification. Because of return fraud, some retailers will ask for identification when making a return. If you’re returning or exchanging a gift that you bought, bring the credit card used to make that purchase.

• Read product warranty first. In some cases, retail stores are not liable if the product turns up defective or damaged. They may require consumers to mail the product directly to the manufacturer in order to receive monetary refunds, credit or product replacement.

• Don’t delay. In almost every case, a store will require an item be returned within a specific time frame. If you wait too long, you may miss your chance at returning the item.

• Keep the receipt. Include a gift receipt with all gifts, so it’s easier for the recipient to return or exchange the gift if it’s not the right fit.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Cautions Consumers to Watch Out for Scammers In Wake of Newtown School Shootings

12/18/2012

Posted on 12/18/2012 by

BBB Serving Western VA is alerting consumers to reports of phony charity solicitations, supposedly on behalf of the families of victims of the Sandy Hook school shooting in Newtown, Connecticut on Friday.

BBB recommends donors avoid giving to charities or funds through unsolicited phone calls, emails, texts or social media appeals.

Charity scammers strike after natural catastrophes such as hurricanes, floods and earthquakes, as well as tragedies such as the Colorado theater shootings and now the Newtown school tragedy.

BBB urges donors to:

Do your homework: Always research a charity at the Better Business Bureau’s Wise Giving Alliance website, www.give.org before donating money.

Select a charity yourself: Charity cheats will use every method at their disposal to reach out to generous Americans in times of tragedy. However, rather than replying to a charity appeal, BBB recommends choosing a well-known charity or one that has been endorsed by local or state authorities in the aftermath of a tragedy.

Contact charities directly: Never click on links to charities on unfamiliar websites or in texts or emails. These may take you to a lookalike website where you will be asked to provide financial information, or download harmful malware into your computer.

Donors may contribute to a victims’ family fund through a collaborative effort between The United Way and Newtown Savings Bank.

Donations may be sent to:

Sandy Hook School Support Fund

c/o Newtown Savings Banks

39 Main Street

Newtown, CT 06470.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

ANOTHER BBB PHISHING SCAM. DON’T BITE!

12/10/2012

Posted on 12/10/2012 by

Phishing scams look like legitimate email, and they are getting more sophisticated every day. What these con artists are really after is your banking and financial information. And they won’t mind destroying your computer to get it.

Once again, scammers are sending emails that appear to come from your trusted Better Business Bureau. They’ll tell you that a complaint has been registered against your business, or that a customer has submitted a review of your business. (It doesn’t matter that you might not even OWN a business.)

The email will ask you to download and complete an attached form, or it will ask you to click on a link to view and respond to the consumer posting. Don’t do either!

The “attached form” is actually an executable file that will drop a nasty virus onto your system. Next thing you know, you’ll see a pop-up message that claims your computer is infected with dozens of viruses, and they will offer to clean your system for a fee. If you provide your credit card or banking information to have your system cleaned, you will waste your money, and the scammers will then have access to your funds and will steal even more of your money.

The links in the bogus email are dangerous, as well. They look like a link to a BBB page, but the code behind the link will actually route your browser to a website where malware is dropped onto your computer. The malware is written in such a way that it usually passes by anti-virus programs undetected. Once the malware is in place, the scammer can sniff for your banking information (including user names and passwords), and can use your system to send more scam emails out to your contacts under your name.

The bottom line is this: If you don’t own a business, you can disregard any BBB email that claims your company has been the subject of a customer communication. If you do own a business, you can always check with BBB Serving Western VA to confirm the legitimacy of any email. But never click on a link in an email or download an attachment unless and until you confirm that it truly came from BBB.

BBB would like you to send us any bogus emails claiming to come from BBB. Forward the email(s) to phishing@council.bb.org. Don’t worry if you receive a notification that the email could not be delivered because of an attached virus. The emails are pulled from quarantine and examined.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

CONSUMER ALERT - RANSOMWARE LOCKS UP COMPUTERS

12/5/2012

Posted on 12/5/2012 by

A tricky new computer virus is making the rounds, and infected users see pop-up messages which claim to be from the FBI and threaten people with a fine or prison unless they pay up. The virus, meanwhile, locks up your computer, holding it - and you - hostage, thus its name: "ransomware." Computer users pick up this virus by clicking on malicious links in emails and messages sent through social media sites, or by visiting compromised websites. From there, a notice like the one below appears.

Your PC is blocked due to the illegal viewing or distribution of copyrighted content. To unblock the computer, you must pay the fine of $100.

BBB Serving western VA is offering some tips on how to avoid ransomware and advice on what to do if you become the next victim. The FBI has issued an alert concerning this scam as well, http://www.fbi.gov/scams-safety/e-scams?utm_campaign=email-Immediate&utm_content=157955.

People who have been hit by ransomware report seeing different versions of these warning messages; some ask for larger amounts of money and some claim to be from local police or the Recording Industry Association of America (RIAA). However, all of these messages are fraudulent. Users are told they need to pay requested amounts via a prepaid Green Dot MoneyPak cash card - which are difficult to trace - or they will be locked out of their computers permanently and face possible criminal charges. While it's true that computer users will remain locked out until they get expert help, the threat of legal action is nothing more than a bluff.

"This scam, like so many scams, operates on fear and confusion," said Julie Wheeler, President & CEO of BBB serving Western VA. "Faced with supposed large fines or the threat of investigation by the FBI, it's easy to see why people follow these bogus instructions. We're telling people not to fall into that trap." “Most recently a consumer told us he received a call from a computer monitoring company and that he had viruses on his computer; unfortunately he allowed them access to run a “diagnostic”. When the consumer refused the offer to buy protective software for $200, he was locked out of his computer.

People with infected computers will want to have the issue addressed as quickly as possible. It will likely take a computer repair expert or firm - one that's been checked out first at bbb.org - to restore functionality and remove any lurking malware. However, the BBB is advising people not to pay the scammers. Computer security experts are confident that paying the scammers will not get your computer unfrozen. In fact, some believe that might just open the door to increased demands. People should also ignore any requests to provide personal or financial information.

To avoid ransomware, consumers should:

· Never trust an unsolicited call about computer security. Do not give out personal information to a stranger and never give a stranger access to your computer. Ask for a call back number and specific company information. Verify the company is legitimate and the caller is truly employed by the business.

· Make sure their computer has the most recent updates installed for spam filters, anti-virus and anti-spyware software and a secure firewall.

· Avoid questionable websites and don't click on any suspicious links.

· Be aware that social networks are used to transmit and spread this virus and others like it.

It's also a good idea to keep all your files backed up. If your computer becomes infected by ransomware, you should contact a computer expert or repair firm immediately and file a complaint with the FBI at www.ic3.gov.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

TEXT MESSAGE GIFT CARD SCAM IS BACK FOR THE HOLIDAYS

12/5/2012

Posted on 12/5/2012 by

The gift card text message scam is back with a vengeance this holiday shopping season. Shoppers across the country are reporting receiving spam text messages, called smishing, saying they won a pricey gift card.

How the Scam Works:

You receive a text message. When you open it, you are surprised by a message informing you that you've won a Best Buy gift card (or Target, Wal-Mart or other major retailer). You just need to go to a website and enter a PIN, and the card is yours.

The text's URL leads to a website that has the company's colors and logo. It looks authentic with the company's name as the site's sub-domain (example: www.bestbuy.scamwebsite.com).

You are asked to enter the PIN and an email address. Then, you are taken to a form and instructed to fill out your name, cell number, mailing address and answer unrelated personal questions, such as "Are you interested in going back to school?" and "Are you diabetic?" When you reach the page to "claim your gift card," you instead find yourself directed to another site to apply for a credit card.

The texts are just a way to collect personal information for shady advertisers. Scammers often change the store names and cash amounts of the gift cards. A typical text message is below:

"Black Friday Winner #88323! You have WON the Best Buy Gift Card for $1000! Get your prize at WEBSITE now! Use the code 5417."

What Can I Do About Scam Text Messages:

Ignore instructions to text "STOP" or "NO" to prevent future texts. This is a common ploy by scammers to confirm they have a real, active phone number.
Forward the texts to 7726 (SPAM on most keypads). This will alert your cellphone carrier to block future texts from those numbers.
If you think your text message is real, be sure it's directing to a web address like Bestbuy.com or Target.com, not www.bestbuy.otherwebsite.com.
And as always, if you think getting a free $1,000 gift card seems too good to be true, it probably is.

For More Information

Learn what your cellphone carrier has to say about stopping spam. Click here for advice from ATT, http://www.wireless.att.com/support_static_files/KB/svc/documents/1220912515172.Anti-spam%20FAQ%20080707%20Consumer.pdf;

Verizon,http://support.verizonwireless.com/faqs/Features%20and%20Optional%20Services/spam_controls.html;

T-Mobile, http://www.tmobile.com/Company/PrivacyResources.aspx?tp=Abt_Tab_PhishingSMishing&tsp=Abt_Sub_IdentityTheft_SMiShing and

Sprint, http://support.sprint.com/support/pages/printTemplate.jsp?articleId=case-gz982789-20120420-003932 .

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

DON'T LET ONLINE THIEVES WRECK YOUR HOLIDAYS

12/3/2012

Posted on 12/3/2012 by

As the 2012 holiday shopping season kicks into high gear, BBB Serving Western VA warns consumers to be alert for Internet grinches ready to sabotage your festivities.

Online thieves will be working overtime during the next few weeks, running a variety of schemes designed to dupe customers out of their money.

Consumers should beware of phony websites selling electronics and exercise equipment, Craigslist crooks offering non-existent or poor quality items for sale, or offers from fraudulent businesses posing as legitimate, well-known retailers.

In recent months, law enforcement and consumer groups across the nation have identified a variety of scams. Among them:

· Websites selling knockoff sports jerseys and other clothing items, usually at prices well below the market. Most of these businesses operate outside the U.S., and exchanges or refunds can prove difficult if not impossible.

· Sites selling a variety of electronic items, again at deeply reduced prices. Often operated out of China, these scammers sometimes ship poor quality items or nothing at all.

· Craigslist listings offering new or used items at attractive prices. Often, these thieves ask for payment via difficult-to-trace methods such as Western Union wire transfers or Green Dot Moneypak cards, and then never send the items.

· Internet sales of sports and celebrity autographs and other memorabilia.

BBB suggests consumers use caution when dealing with any unfamiliar individual or business. Be particularly wary of any transactions requiring difficult-to-trace payments like MoneyGram, Western Union or Green Dot.

Other tips:

· Check a site’s security settings. A secure site’s web address should begin with https://.

· Do everything possible to protect your personal information. Don’t give personal information to anyone sending you unsolicited emails. If a site has no privacy policy, it could be a red flag that the site could sell your information without permission.

· Beware of offers that seem too good to be true. If the price of the item seems too low, it may signal a scam.

· Verify the length of time a business has operated and how long the website has been registered.

· Read and understand a company’s refund and exchange policies and know how long it will take to ship your item.

· Pay with a credit card if at all possible. Under federal law, you can dispute a credit card charge if you don’t receive an item.

· Keep all documents pertaining to your order until you receive the item or items and are satisfied.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

SECRET SHOPPER JOB OFFER PROMISES EASY CASH ... BUT DELIVERS A SCAM

12/3/2012

Posted on 12/3/2012 by

Love to shop? Need extra money? Securing a part time job as a secret shopper may sound like an ideal way to supplement your income. But watch out for a detailed scam job offer that lures victims into parting with thousands of dollars.

How the Scam Works:

You receive a blast email informing you that you've been offered a job as a secret shopper. The email provides detailed, realistic instructions on how to conduct your secret evaluations. It even provides your first assignments: reporting on your neighborhood's Wal-Mart and Western Union. Sounds easy enough!

To get started, the email urges you to reply and confirm your mailing address. After doing this, you will receive in the mail an informational packet, which contains a fake check. This check supposedly covers your $300 payment and contains money to spend on your investigations.

The instructions tell you to deposit the check and subtract your fee. Then, use the rest to "evaluate" Western Union by sending three $950 money orders. Of course, a few days later, the bank will reject the check and delete the advanced funds from your account. You'll be out the more than $2,500 that you wired to the scammers.

As this scam gains more publicity, scammers will likely alter the exact stores and amounts featured. However, the central scam (depositing a fake check and wiring money before it clears) will remain the same.

I Was the Target of This Scam. What Should I Do?

Help law enforcement track the scammers by reporting it to the following agencies:

The Federal Trade Commission. Visit ftc.gov or call 1-877-FTC-HELP (1-877-382-4357).
The U.S. Postal Inspection Service. Visit www.usps.gov/websites/depart/inspect or call your local post office.
Virginia Attorney Generals Office. Visit http://www.oag.state.va.us/

For More Information

For tips on avoiding the secret shopper scam and other fake check scams, check out the FTC check out this information on the FTC's website, http://www.ftc.gov/bcp/edu/pubs/consumer/credit/cre40.shtm?utm_source=Scam+Alert+--+Secret+Shopper+Job+Offer&utm_campaign=Secret+Shopper+Job+Offer&utm_medium=email

The FTC provides detailed information about who's responsible for what in a check fraud case.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Best and Worst Ways to Raise Quick Cash for the Holidays

12/3/2012

Posted on 12/3/2012 by

Many people are struggling financially right now. If you need to raise some cash to help bridge the gap until your next payday or until the holidays are over, the BBB has a list of the best and worst ways to raise quick cash.

“Be cautious when determining how best to find a little extra cash for Christmas”, said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “Don’t make a decision that will put you further in debt.”

Worst Ways

Title Loans – This is the worst way to raise cash. A title loan is secured by placing a lien on your vehicle’s title. If you don’t make the payments, the lender will repossess your car, leaving you in a much worse financial situation.

Advance Fee Loans – There are many unscrupulous lenders who “guarantee” they can get you a loan for an advance fee that you pay as “collateral” or “insurance” on the loan – because you have bad credit. You will be instructed to wire the advance fee to another country, and then you will not get the loan.

Payday Loans – A payday loan is a short term loan with a very high interest rate that you pay back on your next payday by giving the lender a post-dated check. This starts a vicious cycle of spending your paycheck before you earn it, and it takes people on average EIGHT MONTHS to break free of Payday Loans.

· Maxing out your credit cards – Cash advances from your credit cards are very expensive. You will not only pay interest that may approach 36%, but you will also pay cash advance fees.

Pawning Valuables - A pawn shop will usually loan you about 25% of what the item is worth and you have to pay that amount back with interest usually within 30 days or the pawn shop will sell the item you pawned. Never pawn something that you would hate to lose.

Best Ways

· Sell stuff – Those collectibles you have - beanie babies, baseball cards, autographed memorabilia, Christmas villages - may be worth some money. Check out eBay or Craigslist to see what you can sell!

· Have a garage/yard sale – It’s quick, easy and inexpensive.

· Sell your gold or silver jewelry–Most local jewelry stores buy gold, silver and coins. Be sure to find out how much you will get before you commit to selling.

· Free-lance – Are you a good writer? Web designer? Photographer? Market your skills as a free-lancer and earn some extra money on the side.

· Work part-time or get a seasonal job – Why not get a part-time job at your favorite store? Make extra money and get an employee discount!

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB IS WARNING CONSUMERS NATIONWIDE ABOUT LOAN EXPRESS INCORPORATED

11/30/2012

Posted on 11/30/2012 by

BBB Serving Western Virginia is warning consumers nationwide about Loan Express Incorporated, an Advance Fee Loan Company that purports to be located in Vinton, VA. BBB began receiving inquiries about this company on November 27, 2012. The company is not located at the 1211 Hardy Road address listed on their ‘loan agreement’ form and their website. The company's website was created on November 8, 2012 and appears to be hosted overseas.

Consumers state that after applying for a loan online, they are contacted via email by Loan Express, Incorporated guaranteeing them a $10,000 personal loan. In order to obtain the loan, consumers must pay collateral of three months payments, usually in the excess of $700.00.

After wiring the money and not receiving the promised funds, one consumer stated, “I called and asked what had happened and she said my account had a red flag on it and said I would have to purchase the insurance to insure my loan would be covered in case I default.” “I went to Western union to transfer the $645.00 to cover insurance premium on 11/27/12. Called Kathy Stevens, Accounts Receivable to give her the wire transfer number and she said she put a rush on my account and I would receive the funds in my account in 3-6 hours or first thing in morning 11/28/12”. The funds were never deposited into the consumers account.

Most people learn about the bogus loan offer from ads in local publications and online through websites and classified sites. These websites promise easy loans, credit cards and other financing offers – regardless of credit history. Often, an advance-fee loan scam website will be created and taken down within a couple weeks only to be replaced by another operating under a different name and fake business address.

The websites look professional and sometimes require the victim to fill out loan application forms that request such information as the victim’s bank account and Social Security numbers. Eventually victims are told they are approved for the loan and just need to pay an advance fee – sometimes as much as thousands of dollars – via money order or wire transfer to pay for insurance, the first two month’s payments or to be used as collateral. Those who pay never get the promised loan and are sometimes tricked into giving the scammers even more money.

The BBB recommends that consumers shopping for a loan look for the following red flags of an advance-fee loan scam:

Red Flags: Be wary of:

• Guaranteed approval. It's a warning sign if the company promises loan approval before the borrower applies.
• Pressure to act immediately. Advance fee loan schemers will try to get consumers to send money or give out personal information (bank account information, credit card and Social Security numbers) before providing any paperwork.
• Hidden fees. Be suspicious if the lender understates loan costs or won't provide a written summary of all fees associated with the loan.
• Evasive tactics. Be wary if a company refuses to provide location information. If they hesitate to reveal their physical location, it is usually a ploy to avoid law enforcement detection.
• Internet lenders. When applying for loans online, the consumer may have to fill out a detailed application; providing bank account information and other personal details. If the lender does not abide by strict privacy policies or fails to secure their website, identity theft risks abound. Additionally, some internet lenders may attempt to bypass state usury, licensing and consumer protection laws by residing in states with lax regulations or outside the U.S.
• The lender is not registered in your state to do business. Check with the state’s financial or banking regulators.
• The lender asks you to wire money or send a money order before you can receive the loan. You might be asked to wire money to another country. Consider this a giant red flag.

The BBB recommends the following tips when shopping for a loan:

• Don't buy into bogus loan promises. If a loan offer is made and you must pay to get access to the funds, it is a scam. It is illegal for telemarketing loan providers to offer a loan and require an upfront payment before it is issued.
• Never wire money or send money orders to obtain a loan. Legitimate lenders won't pressure you to wire funds. Never send funds to a third party.
• Be wary of loan approval or financing guarantees. Be suspicious of any lender that pre-approves loans or financing without checking your credit status or contacting references—especially if you have bad credit or no credit record.
• Don't pay for a referral. Beware of referral service companies that promise to connect you with "guaranteed" lenders, creditors or loan officers for an upfront fee. Instead, contact potential lenders or financial institutions directly to discuss options.
• Avoid copy-cats. Be on the lookout for forged paperwork and websites; scammers often mimic legitimate organizations or use well-known or common business names.
• Question their "connections." Many of the schemers using telemarketing to promote loans have no connection to established financial institutions. Ask which lenders the "loan broker" deals with, and ask for the lender's physical address. Contact purported partner companies to confirm affiliations.
• Research the business. Take time to examine the company and collect information on the opportunity. Refuse to do business until you have their physical address or location and can research them online. Get free BBB Reliability Reports on lenders and other businesses at www.bbb.org
• Review qualifications. Lenders and loan brokers should be registered in all states where they do business. To verify, call your state’s regulatory and licensing offices.
• Collect paperwork upfront. Before applying for loans or credit, expect a written contract or agreement. Make sure all verbal guarantees, details, fees, terms and timelines are enclosed. Under the Truth in Lending Act http://www.fdic.gov/regulations/laws/rules/6500-200.html , all loan costs should be clearly and prominently disclosed in writing.
• Apply with caution. Before giving out your credit card, bank account or Social Security number, find out why the information is necessary. Verify the company's credibility before applying or giving out any personal details.
• Don't make loan payments to an individual. Payments should only be issued to a legitimate lender or authorized borrowing institution.
Other Solutions:
• Look at other financing options. Consider an advance on pay from your employer, or a small loan from a family member, friend, credit union or other lender.
• Ask for a deferment. Ask creditors for more time to pay bills. Find out what charges apply: Will there be a late charge, additional finance charge or higher interest rate?
• Get debt assistance. If facing financial troubles, contact a local consumer credit counseling service for help. Many non-profits charge small fees or no costs. Try using BBB's free online program Managing Credit – Made Simpler, http://www.bbb.org/credit-management/.

If you’ve become a victim of an advance-fee loan scam, report the scam with the following agencies. Advance-fee loan scheme victims can file complaints with:

1. Federal Trade Commission at www.ftc.gov or 877-382-4357.
2. Internet Crime Complaint Center if the scheme occurred online or by e-mail, http://www.ic3.gov/complaint/default.aspx.
3. Virginia Attorney General’s Office, www.oag.state.va.us/Consumer%20Protection/index.html or 800-552-9963.
4. Better Business Bureau at www.bbb.org or 540-342-3455; 800-533-5501 for western Virginia residents.

If you were asked to wire money to Canada, file a complaint with Canadian law enforcement by calling toll free: 1-888-495-8501 or email
info@phonebusters.com.

Additional Tips, Articles and Resources:

FTC: Money Matters – Advance Fee Loans: www.ftc.gov/bcp/edu/microsites/moneymatters/dealing-with-advance-fee-loans.shtml

FTC: Advance-Fee Loan Scams: ‘Easy’ Cash Offers Teach Hard Lessons, http://www.ftc.gov/bcp/edu/pubs/consumer/telemarketing/tel16.shtm

BBB advises consumers to avoid any advanced fee loan companies, and to thoroughly investigate any loan company prior to signing an agreement or giving financial information to them.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org.

Follow us on Twitter at www.twitter.com/BBB_WesternVA.

BBB’s Guide to Gift Card Giving

11/27/2012

Posted on 11/27/2012 by

With the holiday season in full swing, many shoppers are looking for the best gift options for family and friends. Gift cards may seem like a simple solution, but BBB Serving Western VA is warning that some gift cards could carry high fees making them far from a good deal.

The Credit Card Accountability, Responsibility and Disclosure (CARD) Act http://www.whitehouse.gov/the_press_office/Fact-Sheet-Reforms-to-Protect-American-Credit-Card-Holders, which took effect in 2010, established standards that give consumers additional protections when using gift cards. The standards prohibit retailers from:

Setting expiration dates less than five years after the card is purchased; and
Charging dormancy, inactivity, and service fees unless the card has not been used for at least 12 months. If fees are charged after this period, the details of such fees must be clearly disclosed on the card.

These standards apply to store gift cards and general use prepaid cards, which are often branded by payment networks such as Visa, MasterCard and American Express.

But there are some details the CARD Act doesn’t cover. For example, issuers can still charge fees every time the card is used, the balance is checked, a replacement card is requested or when customer service is called.

BBB recommends the follow tips before buying a gift card:

Research before you buy. Buy from a known and trusted source. Research businesses at bbb.org to see a company’s BBB Business Review. Avoid online auction sites, because the cards sold there could be counterfeit or obtained fraudulently.

Read the fine print. Fully understand how the card works, if there are any fees associated with buying or using the card and if any fees will be deducted from the card after it is purchased.
Inspect the card before buying. Verify that protective stickers have not been removed and the PIN Number on the back of the card is not exposed. Report any damaged cards to the store selling the cards.
Provide receipt with gift card. Give the recipient of the gift card the original receipt in case the card is lost, stolen or there is a discrepancy with the balance.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Tips for Holiday Budgeting and Shopping

11/21/2012

Posted on 11/21/2012 by

November 21, 2012 – Roanoke, VA – Grab your shopping bags and compile your lists, the biggest holiday shopping days are almost here! With Black Friday, Small Business Saturday, and Cyber Monday all crammed into one long weekend, Better Business Bureau wants to help make your shopping adventure go as smoothly as possible. Here are some tips:

Create a budget and stick to it

According to the National Retail Federation, the average holiday shopper will spend $749.51 on gifts, decor, greeting cards and other seasonal items, up slightly from the $740.57 they spent last year.

Step One: Consider your Income. The first step is to measure how much money is coming in.
Step Two: Add up regular monthly expenses. Adding up expenses is usually harder than determining your income because there are so many more factors to consider. Start with your rent or mortgage, utilities and credit card payments. Also factor in other expenses for gas and car maintenance, healthcare and groceries.
Step Three: Estimate Extra Holiday Expenses. A lot of little purchases have a way of adding up over the holidays and it’s important to consider all of the expenses of the season including:
Step Four: Revisit, evaluate and revise your budget along the way. Once you’ve added up your income and your expenses, it’s time to compare. If more is going out than coming in, it’s time to go back over your budget and pare down expenses.
Step Five: Reward yourself. Work into your budget a small reward that you can earn if you meet your goals. If you don’t meet your goals, you can guess where that money is going instead: Paying off your credit card bill in January.

Don’t fall for the too-good-to-be-true deal

On “Black Friday” (and every day), get to know retailers first by checking out their BBB Business Reviews at bbb.org. Compare prices before you hit the stores on Black Friday so you know if you really are getting a great deal. Newspapers will often have coupons that give discounts for Black Friday. When searching for coupons online, make sure to get them from the store’s website, not from an offsite deal promoter.

Shop small on Small Business Saturday

November 24th is Small Business Saturday, a day dedicated to supporting small businesses on the busiest shopping weekend of the year. BBB is teaming up with American Express, a BBB Accredited Business and National Partner, to spread the word on why small businesses are so awesome. Here’s a fun infographic (https://www.americanexpress.com/us/small-business/Shop-Small/small-business-impact) to show just how important small businesses are to our economy.

Watch out for scams

The new BBB Scam Stopper (http://www.bbb.org/scam-stopper/) website can tell you all about the latest scams, and help you learn the most common tactics used by scam artists both in-person and online. Be especially careful of holiday related scams. Be sure that letter from Santa is from a legitimate site before you share your child’s personal information. And that friend or grandchild who was mugged while traveling and needs some cash wired ASAP? That’s a scam. Don’t fall for it!

Shop safely online

November 26th is “Cyber Monday,” and there will be lots of online deals to be had. Before you surf the net, make sure your computer has the most recent updates for spam filters, anti-virus and anti-spyware software. Scammers use this holiday time to prey on online shoppers. Only shop on trusted websites, and look for the Ad Choices logo for sites that give you more control over whether advertisers can use your information for targeted advertising. It’s also best to use a credit card when shopping online because you can dispute the charges if you don’t receive the item you ordered.

Know your rights

Whether shopping retail or online, know your legal rights. U.S. law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren’t shipped on time, the shopper can cancel and demand a refund. Consumers also have the right to reject merchandise if it’s defective or was misrepresented. Otherwise, it’s the company’s policies that determine if the shopper can cancel the purchase and receive a refund or credit, so be sure you understand return policies before you buy. Keep track of all receipts and documentation, too.

For more advice on safe shopping this holiday season, visit www.bbb.org. And check us out on Facebook to stay up-to-date on the latest consumer news: www.facebook.com/BetterBusinessBureau.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Hurricane Relief Donation Tips – Give Wisely

10/31/2012

Posted on 10/31/2012 by

In the wake of Hurricane Sandy and other storms threatening coastal regions of the U.S. this season, BBB Serving Western VA offers the following tips to help Virginians decide where to direct donations to assist hurricane victims:

Be cautious when giving online.
Be cautious about online giving, especially in response to unsolicited spam messages, emails and social media posts that claim to link to a relief organization. If you want to give to a charity involved in relief efforts, go directly to the charity’s website. In response to hurricanes Katrina, Rita, and the Asian tsunamis, the FBI and others raised concerns about websites and new organizations that were created overnight, allegedly to help victims.

Rely on expert opinion when it comes to evaluating a charity.
Be cautious when relying on third-party recommendations such as bloggers or other websites, as they may not have fully researched the relief organizations they list. The public can go to www.bbb.org/charity to research charities and relief organizations and verify that they are Accredited by the BBB and meet the 20 Standards for Charity Accountability.

Be wary of claims that 100 percent of donations will assist relief victims.
Despite what an organization might claim, charities have fund raising and administrative costs. Even a credit card donation will involve, at a minimum, a processing fee. If a charity claims 100 percent of collected funds will be assisting hurricane victims, the truth is that the organization is still probably incurring fund raising and administrative expenses. It may use some of its other funds to pay these costs, but the expenses will still be incurred.

Find out if the charity has an on-the-ground presence in the impacted areas.
Unless the charity already has staff in the affected areas, it may be difficult to bring in new aid workers to provide assistance quickly. See if the charity’s website clearly describes what the charity can do to address immediate needs.

Find out if the charity is providing direct aid or raising money for other groups.
Some charities may be raising money to pass along to relief organizations. If so, you may want to consider “avoiding the middleman” and giving directly to those that have a presence in the region. Or, at a minimum, check out the ultimate recipients of these donations to see whether they are equipped to provide aid effectively.

Gifts of clothing, food or other in-kind donations.
In-kind drives for food and clothing, while well intentioned, may not necessarily be the quickest way to help those in need – unless the organization has the staff and infrastructure to distribute such aid properly. Ask the charity about its transportation and distribution plans. Be wary of those who are not experienced in disaster relief assistance.

Hurricane Sandy – ‘Frankenstorm’ of the Century? In an Emergency, When Seconds Count, Know Where to Turn

10/26/2012

Posted on 10/26/2012 by

While it’s still too early to know exactly what to expect from Hurricane Sandy, a mix of wind, rain and snow is predicted to impact BBB Serving Western VA’s 32 county service area early next week. In the event this storm lives up to its ‘Frankenstorm’ title, BBB urges consumers to be prepared.

Knowing what to do before, during and after an emergency is a critical part of being prepared and may make all the difference when seconds start to count. BBB urges families to devise and discuss their disaster plans with their loved ones.

Safety is paramount in an emergency, but basic protective actions – for instance, whether to evacuate or shelter-in-place – can differ depending upon the disaster. There are important differences among potential emergencies that should influence the decisions you make and the actions you take.

“A good starting point is to familiarize yourself with the Federal Emergency Management Agency (FEMA, http://www.fema.gov/plan-prepare-mitigate),” recommends Julie Wheeler, President and CEO of BBB serving Western VA. “FEMA’s website outlines emergencies that could potentially happen in our area and offers appropriate ways to respond.”

Two things every family needs no matter what the disaster, whether a natural disaster or terrorism, are an emergency plan and an emergency kit.

Recommended items for an emergency kit include:

· a gallon of water per person per day for three days,

· a three-day supply of nonperishable food for each family member,

· a flashlight with extra batteries,

· first-aid kit,

· a whistle to signal for help,

· dust masks,

· a wrench or pliers to turn off utilities,

· a power inverter or solar charger for your cell phone.

You may consider including prescriptions (at the very least a list of prescriptions), infant formula and diapers, pet food and cash. Place copies of important family documents (insurance policies, identification and financial records) in a waterproof, portable container near your escape route. Pencil and paper, paper cups and plates, and plastic utensils are useful. And if you have kids, pack some games, books or puzzles. Maintaining your kit is also important. You will want to replace stored water and food about every six months. Mark the date on containers or cans.

For an emergency plan, make sure all family members know where to meet and who to contact in case you get separated. A relative or friend in another area is an ideal emergency contact person. Make sure everyone in the family knows how to send and receive text messages. Consider downloading smart phone apps that provide emergency information.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

ALERT: Phishing Scam Looks Like BBB Email…But It’s Not

10/25/2012

Posted on 10/25/2012 by

The BBB name and logo are being fraudulently used by criminals in an on-going phishing scam. The emails look very much like notice of a complaint from BBB, but contain links to malware that can infect your computer, steal passwords, etc. BBB is working with law enforcement, as well as with a private deactivation firm (at our own expense), to shut down as many criminal websites as possible. To date, we have shut down well over 100 sites.

If you get an email that looks like it is a BBB complaint, here is what you should do:

1. Do NOT click on any links or attachments.

2. Read the email carefully for signs that it may be fake (for example, misspellings, grammar, generic greetings such as “Dear member” instead of a name, etc.).

3. Be wary of any urgent instructions to take specified action such as “Click on the link or your account will be closed.”

4. Hover your mouse over links without clicking to see if the address is truly from bbb.org. The URL in the text should match the URL that your mouse detects. If the two do not match, it is most likely a scam.

5. Send a copy of the email to phishing@council.bbb.org (Note: This address is only for scams that use the BBB name or logo)

6. Delete the email from your computer completely (be sure to empty your “trash can” or “recycling bin,” as well).

7. Run anti-virus software updates frequently and do a full system scan.

8. Keep a close eye on your bank statements for any unexpected or unexplained transactions.

If you have a business and are not certain whether the complaint is legitimate, contact your local BBB (www.bbb.org/find).

For more information contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org or follow us on Twitter at twitter.com/BBB_WesternVA.

Beware Pavers Knocking on Your Door

10/25/2012

Posted on 10/25/2012 by

Every year itinerant pavers, come through western Virginia enticing consumers with promises of great deals on paving their driveways. Their usual approach is to go door-to-door stating that they have left-over materials from a job they did in the neighborhood and offering the consumer a huge discount to pave their driveway.

Unfortunately, consumers are often left with driveways that are in worse condition than they were before being paved. “Consumers and businesses need to be very cautious when pavers or any home improvement contractor comes to their door soliciting business,” said Julie Wheeler, president of the BBB Serving Western Virginia. “Most legitimate paving companies are too busy to travel door-to-door soliciting business. It is very important that consumers check on the reliability of the business BEFORE they have the work done. These operators may be impossible to track if they do not perform a satisfactory job. Even if the contractor provides a warranty, it is only as good as the company behind it.”

BBB also cautions consumers to be leery of local contractor’s who solicit door-to-door for the same reasons. Always do your homework regardless of where the paver calls home.

Spotting a Scam

The BBB offers the following tips to spotting a potential scam by a paver or contractor:

· solicits door-to-door;

· offers you discounts for finding other customers;

· just happens to have materials left over from other jobs;

· requires cash payments;

· requests you to get the required permits;

· does not list a business number in the local telephone directory;

· tells you that your job will be a “demonstration”;

· pressures you for an immediate decision;

· requires you to pay for the entire job before they get started.

Tips on Finding a Reputable Business

Before choosing a business, the BBB encourages consumers to check a company’s record with the BBB. Other ways to ensure you choose a competent professional:

• Deal with established firms that have a physical address, not a post office box, in your area.

• Consumers should check with the State Board for Contractors as well as their municipal government to ensure that the company is properly licensed. Also, make sure the company is properly insured against claims covering worker’s compensation, property damage, and personal liability in case of accidents. Call the contractor’s insurance agency to verify coverage.

• Check with friends, neighbors, or co-workers who have had improvement work done.

• Get written estimates from several firms and ask about the materials that will be used. Request an explanation for price variations. Don’t automatically choose the lowest bid.

• Put all agreements in writing. This should include the start and completion dates, warranties and guarantees, and a payment schedule.

• Ask for names and phone numbers of other clients who have had similar work done. Ask each how long ago the project was completed and if you can see it.

• Try to limit your down payment. If possible, make payments contingent upon completion of work. Do not make the final payment or sign a release until you are satisfied with the work.

To obtain a list of trusted paving companies, contact the BBB at (540) 342-3455 or (800) 533-5501.

Home Contractors – Tip-Offs of Potential Rip-Offs

10/24/2012

Posted on 10/24/2012 by

Whether you are planning a small repair project, like repaving your driveway, or a more extensive project, like adding a family room to your home, it pays to look beyond the lowest bid when selecting a contractor.

Right from the start, you can eliminate what are likely to be less-than-reputable contractors by considering a list of traits common to rip-off artists. Both the Federal Trade Commission http://www.ftc.gov/bcp/edu/pubs/consumer/products/pro20.shtm and the Better Business Bureau, www.bbb.org, have found the following to be indications that a contractor may not be interested in satisfying customers:

· Solicits door-to-door: Be suspicious of contractors who attempt to gain business by visiting door-to-door. "Cold calls" can sometimes mean that the contractor is not from a local, established business but is instead just passing through and trying to make a quick buck.

· Has materials left over from a previous job: It is not your lucky day when a contractor shows up on your doorstep offering a cut-rate price on a project because they have materials left over from a recent job at your neighbor’s house or the house “down the street.” This is a common ploy of fly-by-night operators or handymen who are based out-of-state and use their pick-up trucks as their place of business.

· Asks you to get the required building permits: This could be a sign that the contractor is hoping to avoid contact with the local agency that issues such permits. Perhaps he is not licensed or registered, as required by the Commonwealth of VA or your local municipality. A competent contractor will get all the necessary permits before starting work on your project.

· Does not list a business phone number in the local directory: This can be a red flag indicating that the contractor does not have an established business presence in-state. Or, that he perhaps relies on a home answering machine to “screen” customer calls.

· Pressures you for an immediate decision: A reputable professional will recognize that you need time to consider many factors when deciding which contractor to hire. You will want to check references; look into the contractor’s standard of work and his professional designations and affiliations; verify his insurance; check to see if he needs a license (and if so, that it is valid); get written estimates from several firms based on identical project specifications, and, contact BBB to see if they have information on the company.

· Asks you to pay for the entire job up-front or demands only cash: Payments should be by credit card of check so that your credit card statement or cancelled check can provide proof of payment, if needed. If you are asked to pay for the entire job up-front, this should raise a red flag. Final payment should not be due until the job is done. Do not make the final payment or sign an affidavit of final release until you are satisfied with the work and have proof that the subcontractors and suppliers have been paid.

· Suggests you borrow from a particular lender: Do not agree to financing through your contractor or someone he suggests. Many people have been ripped off when they agreed to use the suggested lender; sign a lot of papers in a rush; and find out later that they had agreed to a home equity loan with a very high rate, points and fees. Secure financing on your own by shopping around and comparing loan terms.

For more information contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org and follow us on Twitter at twitter.com/BBB_WesternVA.

Seven Scams that Target Small Businesses

10/22/2012

Posted on 10/22/2012 by

Being vigilant against fraud is not only important for a company’s bottom line, it also strengthens customer trust in the business. Becoming a victim of fraud can have a negative financial and reputational impact on a business. BBB Serving Western VA recommends owners train their staff to look out for seven common scams that prey on small companies.

Nationally, the BBB receives thousands of complaints from small business owners who fell for an invoicing scam or were misled into paying for products and services they didn’t want. Scammers aren’t always trying to steal money from a business; sometimes they are after a company’s financial or customer data and will use many kinds of high and low-tech methods for getting it.

“Small business fraud can come from internal threats, such as employee fraud, or from external full-time scammers,” said Julie Wheeler, President & CEO of BBB Serving Western VA. “Because small business owners often lack the time and resources to fight fraud, they are a popular mark for any number of different scams.”

The BBB is warning business owners to look out for the following seven scams that commonly target small companies:

Directory Scams – A perennial problem that has plagued businesses for decades involves deceptive sales for directories. Commonly the scammer will call the business claiming they just want to update the company’s entry in an online directory or the scammer might lie about being with the Yellow Pages. The business is later billed hundreds of dollars for listing services they didn’t agree to or for ads which they thought would be in the Yellow Pages.

Office Supply Scams – Some scammers prey on small business owners hoping that they won’t notice a bill for office supplies like toner or paper which the company never ordered. Every year BBB receives thousands of complaints from small business owners who were deceived by office supply companies and billed for products they didn’t want.

Overpayment Scams – Be extremely cautious if a customer overpays using a check or credit card and then asks you to wire the extra money back to them or to a third party. Overpayment scams target any number of different companies including catering businesses, manufacturers, wholesalers and even sellers on sites like eBay, Craigslist and Etsy.

Data Breaches – No matter how vigilant your company is a data breach can still happen. Whether it’s the result of hackers, negligence or a disgruntled employee, a data breach can have a severe impact on the level of trust customers have in your business. You can learn how to defend your company from a data breach for free with BBB’s Data Security – Made Simpler at www.bbb.org/data-security.

Vanity Awards – While it’s flattering to be recognized for your hard work, some awards are just money-making schemes and have no actual merit. If you are approached about receiving a business or leadership award, research the opportunity carefully and be wary if you’re asked to pay money.

Stolen Identity – Scammers will often pretend to be a legitimate company for the purposes of ripping off consumers. When it comes to stolen identity, the company doesn’t necessarily lose money, but their reputation is potentially tarnished as angry customers who were ripped off by the scammers think the real company is responsible.

Phishing E-mails – Some phishing e-mails specifically target small business owners with the goal of hacking into their computer or network. Common examples include e-mails pretending to be from the IRS claiming the company is being audited or phony e-mails from the BBB saying the company has received a complaint. If you receive a suspicious e-mail from a government agency or the BBB, don’t click on any links or open any attachments. Contact the agency or the BBB directly to confirm the legitimacy of the e-mail.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Save on Heating Costs with Seven Ways to Winterize Your Home

10/17/2012

Posted on 10/17/2012 by

With a tough economy looming like the Grinch over this year’s holiday season, many people are looking for ways to save money through energy efficiency. BBB Serving Western VA is offering a checklist for homeowners to safely prepare their homes for the cold winter months, and perhaps save a few dollars in the process.

According to the Energy Information Administration, home heating costs this winter are expected to rise by 19 percent for homeowners who rely on heating oil. Luckily, homeowners can fend off some of the rising energy costs by winterizing their home before the harshest weather takes hold.

“With the unpredictability of Mother Nature, now is the time to prepare for the winter months ahead,” said Julie Wheeler, President & CEO of BBB Serving Western VA. “Taking the time to winterize your home gives you the peace of mind that you will not only save money, but be energy efficient as well.”

The following is a BBB home winterizing checklist for consumers to consult when preparing for the cold months ahead:

Furnace. Furnaces older than 15 years might be due for a replacement. For newer furnaces, BBB recommends making sure the furnace filter is clean, the thermostat is working properly and the pilot light is functioning. Homeowners can also hire an inspector to do the job and make sure the furnace is in safe working order.
Chimney. Before lighting up the fireplace, homeowners should have the chimney inspected for animals, debris and leaves that may have fallen in. BBB also recommends installing a screen over the chimney opening.
Gutters and ridge vents. Gutters should be cleaned to prevent any clogs that would cause rainwater to back up and freeze, making the gutters expand and crack. The ridge vents need to be cleaned as well in order to allow the house to "breathe" correctly. Otherwise, air will stagnate and create an unhealthy environment.
Smoke alarm and carbon monoxide detectors. BBB recommends testing smoke alarms and carbon monoxide detectors and installing fresh batteries. Homeowners should consider replacing smoke alarms older than 10 years.
Caulking and Weather Stripping. To prevent leaks, homeowners should inspect the caulking around windows and doors and check for cracking and peeling. In addition, BBB recommends ensuring that doors and windows shut tightly and no cold air is coming in due to worn weather stripping.
Seasonal equipment. Homeowners won’t need their spring and summer equipment for a few months, so BBB recommends draining the water from garden hoses and air conditioner pipes, and the gasoline from the lawnmower and other garden tools. It’s also time to pull out the snow shovels and plows and ensure they are in good repair.
Emergency kit. When a winter storm strikes, an emergency kit should have all essential materials in one handy place. An emergency kit should include flashlights, candles and matches, a first aid kit, bottled water, non-perishable food and a battery-powered radio. BBB recommends creating the same emergency kit for the car as well, including a couple blankets.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Are you in need of Long Term Care?

10/17/2012

Posted on 10/17/2012 by

– What exactly is long term care? According to the National Clearinghouse for Long Term Care Information, long term care is “a range of services and supports you may need to meet your health or personal needs over a long period of time.” These services fall into two major categories:

“Activities of Daily Living” include bathing, dressing, transferring to or from a bed or chair), and eating.

“Instrumental Activities of Daily Living” include (but are not limited to) housework, taking medication, errands, caring of pets, and using communication devices.

The need for long term care, which can be provided at home or in a special facility, usually stems from a health condition, such as a chronic illness or disability. Age-related factors can also increase the likelihood for needing services.

The National Clearinghouse for Long Term Care Information is a government website that provides information and resources to those who are inquiring about long term care needs for themselves or a family member. Here’s a short list of age-related factors or risks they cite when considering long term care:

· Age: The older you get, the more likely it is that you’ll need help.

· Living alone: If you live alone, you’re more likely to need paid care than if you live with others.

· Gender: Women are more likely to need long-term care than men, primarily because women tend to live longer.

· Lifestyle: Poor diet and exercise habits increase the chance that you’ll need long-term care.

· Personal history: Health and family history can increase the chances you’ll need long-term care.

The cost of long term care is a major issue to consider, and you may benefit from signing-up for coverage early on.

“Medicare, VA benefits and employer programs cover some costs of long term care but more and more people are adding private long term care insurance policies to their retirement planning” said Julie Wheeler, President and CEO of BBB Serving Western VA. “The younger you are when you buy the policy, the less it will cost you.” “Once you have a major health issue, such as stroke, Alzheimer’s, metastatic cancer or Parkinson’s, you may not be able to get coverage,” added Wheeler.

To find out more information about long-term care, go to www.longtermcare.gov/LTC/.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Auto-Deer Collision? Your Auto Insurance May Cover More Than You Think

10/16/2012

Posted on 10/16/2012 by

With migrating and mating season occurring between October and December, your chances of a single-vehicle accident involving a deer or other large animal just went up. Are you covered?

BBB Serving Western VA recommends that drivers read their auto insurance policy closely or they could miss out on reimbursements or other benefits they are entitled to receive. You might be surprised to see what is included, and what’s not.

According to the non-profit Insurance Information Institute, on average a deer-vehicle collision costs $2,800 per insurance claim; $10,000 if there is injury to the driver or a passenger.

Only comprehensive coverage reimburses drivers for loss due to contact with animals such as birds or deer. This fact often causes confusion among drivers who are not aware that collision coverage will not cover a collision with an animal. In addition, most auto insurance policies do not automatically cover the cost of a replacement rental car after an accident.

Although many drivers have coverage for a replacement rental car, they may not realize it because this optional coverage was added at such a minimal expense, usually just a couple of dollars a month. This coverage provides immediate access to a replacement rental car until repairs are made to their damaged car, or you are authorized by your insurance company to purchase a new car.

You should also know if you have gap coverage. If you do and your car is totaled, you won’t have to continue making payments on the balance owed on the car. Gap coverage pays the difference between the amount the insurer pays for the totaled car and the amount the insured owes on his or her lease or loan. Without this coverage, drivers are responsible for paying the remainder of their lease or loan even when their car is totaled.

BBB recommends the following tips to car owners who are looking to understand what their auto insurance covers:

Report the damage as soon as possible. If your car is not drivable, your agent or claims center may be able to save you time and money by having the car towed directly to the repair facility instead of to a temporary storage facility. In addition, arrangements may be made immediately to provide you with a replacement rental car, but only if your policy includes this coverage.

Know what your deductible is and ask about any additional charges before authorizing work. Expect your insurance adjuster, claims representative or repair facility appraiser to review the damage with you and explain the repair process, including the use of original or generic auto parts. Before authorizing repairs, know what your deductible is, as well as any additional charges you will be expected to pay once repairs are complete.

Ask about warranties on repairs. Ask whether your insurer has a repair facility referral program that offers a written limited or lifetime repair warranty backed both by the repairer and insurer for as long as you own your vehicle.

Do business only with a reputable company. Obtain insurance from companies, independent brokers or direct marketers that have a proven track record of handling auto insurance claims effectively. Get a referral, or check out the insurer’s BBB Business Review at bbb.org. The Virginia Department of Insurance is also another great resource, http://www.scc.virginia.gov or call1-800-552-7945 (VA Only).

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Don’t get Tricked When Buying Halloween Treats

10/16/2012

Posted on 10/16/2012 by

Looking to buy or rent a fun Halloween costume this season? You’re not alone.

According to the National Retail Federation, a record 170 million Americans will spend close to $8 billion on candy, pumpkins, decorations and costumes – both for them and for their pets. Canadians will spend even more…about $75 per person (most of it on costumes). It’s a holiday we love, and retailers respond to that with specialty stores that set up shop in October and are gone the minute Halloween is over.

When shopping at seasonal, temporary Halloween stores, and especially last-minute, it’s important to exercise caution. BBB Serving Western VA is advising shoppers to know the red flags and read the fine print to avoid fly-by-night costume venders. Even if the store has a returns policy, you should go in with the assumption that whatever you buy is yours to keep, no matter what.

Here are some BBB tips to make sure your Halloween is “spooktacular” fun:

Do your research. Many seasonal stores are run by reputable retailers who take advantage of short-term leases on vacant space to set up temporary stores to augment their permanent space, but other shops may be in and out in a matter of weeks. While it is always good to check out a shop’s BBB Business Review at www.bbb.org, some seasonal businesses change their name from one year to the next as a way of disguising a poor track record. Ask around and know with whom you’re doing business before getting “tricked.”

Read the fine print. Just because it’s a seasonal store doesn't mean that the store or the business backing it up doesn’t have the same responsibilities as a year-round operation. Make sure to note the store’s refund and return policies to get a feel for all of the terms and conditions. They have to be made available.

Know what to expect before renting a costume. Rental costumes tend to be sturdier and more elaborate than the average Halloween costume, and you can often find something unique. Make sure you understand you responsibilities. What happens if, for example, the costume rips, you get a stain on it, or you lose it altogether? Do you have to pay for the whole costume? What about the cleaning? Make sure everything is spelled out in the rental agreement.

When purchasing costumes online, do it securely. Check a site’s security settings. If the site is secure, its URL (web address) should start with “https://.” You also may see a small picture of a closed lock in the lower right corner of the screen.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Invites Community to Take Part in a Coast-to-Coast “Secure Your ID” Day

10/12/2012

Posted on 10/12/2012 by

BBB Serving Western VA invites the Community to BBB “Secure Your ID” Day Saturday, October 20, 2012 at the Roanoke Civic Center parking lot. If you don’t need it, dispose of it…responsibly. Residents and small businesses are encouraged to attend this free community service event and take a key step in identity protection by shredding and properly disposing of their sensitive documents. BBB staff will be on-site to provide advice and tips for identity theft protection.

“This is largely a crime of access,” said Julie Wheeler, president of the BBB Serving Western Virginia. “Our goal here is to make the information less accessible and empower people to be their own first line of defense against identity theft. With community-based BBBs across North America collaborating simultaneously, we’ll have a tremendous coast-to-coast presence that will reach a lot of people and, hopefully, prevent a lot of theft.”

BBB Secure Your ID Day Details

Who: Better Business Bureau Serving Western Virginia with partners WSLS News Channel 10, CINTAS Document Management, and Blue Ridge Copier.

What: Free, on-the-spot document shredding

When: Saturday, October 20, 2012 from 8:00 a.m. to 11:00 a.m.

Where: Roanoke Civic Center, Parking Lot

Thank You to our Sponsors for making this event possible.

Bring up to three boxes or bags of documents to be shredded. Documents to be shredded should be removed from binders, but staples, paper clips, CDs and floppy discs are okay to be shredded.

When looking through your documents to be shredded, BBB recommends considering a few tips before deciding what goes and what stays.

Whether you’re a pack-rat or a skimpy saver, it’s easy to confuse what should be saved versus what should be shredded when parsing through personal documents. With the end of tax season, now is the perfect time to get your personal documents in order. Each person’s tax situation is different and can vary in complexity of records. Saving the appropriate documents should be based on the IRS Code, meaning that all documents should be saved based on the period of limitation of the return. For example, documents for settled accident reports/claims and expired contracts for mortgages, notes should be kept for 7 years, while property appraisals by outside appraisers should be kept permanently.

Taking the time to shred the documents you don’t need and saving the documents you do can make a difference when it comes to securing your identity as well. It only takes one unshredded personal document to give a thief everything needed to steal your identity.

In 2011 Identity Fraud increased by 13% over 2010. More than 11.6 million adults became victims of identity fraud in the United States according to a report from Javelin Strategy and Research. BBB is advising consumers and small businesses alike to know which personal documents should be shredded and which documents should be kept.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Warns Consumers Not to Get Taken By Door-to-Door Meat Sellers

9/26/2012

Posted on 9/26/2012 by

VA BBB is cautioning consumers to be discriminating when purchasing meat from door-to-door salespersons. USA Gourmet, located in Salem, VA has an ‘F’ rating with BBB. USA Gourmet has had 20 complaints in the past three years; six of these complaints have been filed since February, 2012.

Complainants generally allege the quality of the product is not as advertised and that the customer pays for more meat than they receive. A number of consumers stated the salesmen initially identified themselves as representing Omaha Steaks and that until the transaction was complete, did not realize they were purchasing from USA Gourmet. Consumers also state they have requested replacement meat or refunds of their purchase price but have not received either.

“The person at your door is usually an independent contractor,” explains Julie Wheeler, President & CEO of BBB Serving Western VA. “If there are problems with the product, you will probably need to talk to the company itself; make sure you have a working phone number for both the salesperson and the company's headquarters”. Often the consumer was not given any contact information for the USA Gourmet salesperson; when they called the company, their calls were generally not returned.

On July 17, 2012, the BBB contacted USA Gourmet asking for substantiation to claims found in their brochure. Claims included the following statements: “restaurant trimmed and quality”, “vacuum sealed locks in freshness” and “full replacement guarantee”. The request for substantiation was made after receiving numerous complaints concerning product quality. On August 16, 2012, BBB contacted USA Gourmet concerning their pattern of complaints as well. The company was asked for its cooperation in resolving the underlying cause of complaints including incidences of independent contractors using high-pressure and intimidation tactics to coerce consumers into making a purchase. To date, the company has not responded to either request.

Although many people would find it unappealing to buy beef and seafood from the back of a truck, the appearance of lower prices can be enticing enough that some folks will be willing to overlook the safety and quality issues. It’s not uncommon for a consumer to spend hundreds of dollars on inferior meat; it is extremely important that you do your research before you buy in order to protect your finances and your health.

When considering buying meat from a door-to-door salesperson, BBB recommends consumers:

Do the research. Ask the sales representative for written material about the company. Check the company’s Reliability Report with your BBB BEFORE you make a purchase. Many communities have licensing and permit requirements for selling door-to-door; confirm with your city or county government that the seller is in line with the law.
Don’t fall for empty promises. The seller might claim to offer a 100 percent satisfaction guarantee, but many complainants had no way to contact the seller if they were dissatisfied. Request the guarantee in writing.
Never pay with cash. When paying by check or credit card you have a least some way to protect your money – such as cancelling the check or reporting it as fraud to your credit card company.
Know your rights. If you decide to make a purchase, ask for a dated cancellation form and a dated receipt. You have three days to cancel certain purchases even after you sign a contract and pay. To cancel your order, you should notify the company in writing by midnight on the third business day following the purchase. Saturday is usually considered a business day.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Protect Yourself from Investment Scams

9/21/2012

Posted on 9/21/2012 by

Before you invest your earnings, it is important to check for scams and verify credibility of the investment firm. Ask questions, research the company, reach out to local investment firms and advisers, talk to other investors. It’s essential to take precaution with all investment opportunities.

Studies show that investment scams have been on the rise over the past decade. Baby boomers in particularly are more vulnerable to such schemes, as many are now managing their own retirement account. In 2010, state securities regulators initiated more than 1200 enforcement actions, including criminal complaints and cease-and-desist orders, involving investors ages 50 or older, according to the North American Securities Administrators Association. That was more than double the 506 cases in 2009.

FINRA Investor Education Foundation, specializing in investment fraud, has a plethora of valuable information to help you sort through your next investment decision making. FINRA has provided three key strategies you can use if you aren’t certain about a specific investment opportunity:

· End the conversation

Practice saying “No”. Simply tell the person, “I am sorry, I am not interested. Thanks you.” Or tell anyone who pressures you, “I never make investing decisions without first consulting my___. I will contact you if I am still interested.” Fill in the blank with whom ever you choose – your spouse, child, investment professional, attorney or accountant. Knowing your exit strategy in advance makes it easier to leave the conversation, even if the pressure starts rising.

· Turn the tables and ask questions

A legitimate investment professional must be properly licensed, and his or her firm must be registered with the Financial Industry Regulatory Authority (FINRA), the Securities and Exchange Commission (SEC) or a state securities regulator, depending on the type of business the firm conducts.

· Talk to someone first

Be extremely skeptical if the person promoting the deal says, “Don’t tell anyone else about this special deal!” A legitimate investment professional won’t ask you to keep secrets.

Exercising these three key strategies will help protect you from fraudsters. Remember, the more knowledgeable you are when making investments, the less likely you are to become a victim. When making an investment there’s no urgency to race against the clock – take your time and make an informed decision.

For more information on protecting yourself from investment fraud, visit www.saveandinvest.org.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

Kick off September With Kindness – Does Your Business Have What it Takes?

9/21/2012

Posted on 9/21/2012 by

A warm smile and a kind gesture can brighten even the gloomiest of days. When working with customers, it’s always important to recognize the integral part of quality service. September is National Courtesy Month and Better Business Bureau is encouraging business owners to recognize the importance of proper business etiquette when it comes to dealing with customers.

The trust that’s established between a customer and a business is not only the foundation for a successful business transaction, it also makes for an overall healthy business relationship between the business and the customer. The customer needs to feel that they have been heard and that they have received the appropriate time and patience from the business.

“First impressions matter,” explains Julie Wheeler, President and CEO of BBB Serving Western VA. “As a business owner, the first step to ensuring quality customer service is to provide that same quality service to your own employees. Do you greet your employees with a positive hello? Do you listen to them when they seek feedback? The kindness that you show to your employees will become threefold as it quickly trickles down to the level of the customer.”

Some BBB tips for business owners and managers:

Lead by example. Employees take their cue from management. Make sure that all senior staff members are aware of how they treat their staff. Your staff can become the face of the business and it is important that the positive interactions they receive from their management team reflect in their daily interactions with consumers.

Always greet your customer with a warm welcome. When a customer comes to your business, make sure to address them by name and with a friendly welcome. Customers pick up on your attitude and will quickly judge your business accordingly. A warm welcome invites the consumer to stay a while and encourages them to do business with you.

Go the extra mile. Thank you notes, birthday cards, and personalized coupons are a great way to show your appreciation to your customers. If a customer makes a request for something special, do everything you can to say yes.

Give the customer the benefit of the doubt. Whether it’s online or in person, customers can and will complain at some point during your business’ lifetime. Make sure you know how to handle even the most disgruntled complaint. Give your employees guidelines on what to say and how to act. Respond consistently and timely. If the complaint is online, outsiders will see and appreciate your attempt to resolve the complaint, even if the disgruntled customer does not.

Seek out feedback. Ask your customers and fellow employees, “How are we doing?” Make an honest effort to resolve and execute any suggestions. Keeping customers and employees happy is the key to success for any business. Feedback allows for a great pat on the back and time to reflect on what needs to be changed.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

In an Emergency, When Seconds Count, Know Where to Turn

9/21/2012

Posted on 9/21/2012 by

September is National Preparedness Month and what better time to ensure your family’s emergency readiness than with a month dedicated to your safety. Knowing what to do before, during and after an emergency is a critical part of being prepared and may make all the difference when seconds start to count. BBB Serving Western VA urges families to devise and discuss their disaster plans with their loved ones.

“A good starting point is to familiarize yourself with the Federal Emergency Management Agency (FEMA),” recommends Julie Wheeler, President and CEO of BBB serving Western VA. “FEMA’s website outlines emergencies that could potentially happen in our area and offers appropriate ways to respond.”

Two things every family needs no matter what the disaster, whether a natural disaster or terrorism, are an emergency plan and an emergency kit.

Recommended items for an emergency kit include:

· a gallon of water per person per day for three days,

· a three-day supply of nonperishable food for each family member,

· a flashlight with extra batteries,

· first-aid kit,

· a whistle to signal for help,

· dust masks,

· a wrench or pliers to turn off utilities,

· a power inverter or solar charger for your cell phone.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

BBB Serving Western VA Shares Most Common Scams Seen In Our Area

9/7/2012

Posted on 9/7/2012 by

Thieves continue to use the Internet, mail system and phone service to steal millions from unsuspecting victims across the Western Virginia region and the nation.

BBB Serving Western VA urges consumers to recognize the most common tactics used by crooks to scam money. Most of the thieves masquerade as legitimate businesses and ask consumers to send money via such hard-to-trace methods as Western Union, MoneyGram or Green Dot MoneyPaks. Other times, a consumer may be asked to mail money directly to a scammer in another country or to an associate within the United States.

“The message should be loud and clear: Never, ever send money to somebody you don’t know regardless of the reason they give you,” said Julie Wheeler, President & CEO of BBB Serving Western VA. “And never give your bank account information or a Green Dot MoneyPak access number to anyone unless you are absolutely sure you know exactly who you are dealing with and it’s for a legitimate transaction.”

Many of the most notorious scams have operated for years. Among the most common:

· Advance Fee Loan Scam. Typically, this scheme targets a consumer with poor credit who either applies online for a loan or receives a phone call offering a loan. The scam company may have a professional-looking website and a contract that looks legitimate. It may even use the name or address of a real company. But after the consumer sends an advance fee (usually for “insurance” or a “processing” fee), no loan is forthcoming. The scam company usually vanishes within a few days or weeks and then re-starts under a new name. A number of consumers recently lost between $400 and $900 each to advance fee loan thieves claiming to have offices in the Danville area. BBB Serving Western VA tracked the company to Canada.

· Sweepstakes Scam. In this scheme, the thief mails an official-looking, but phony, announcement proclaiming that the recipient has won a lottery or sweepstakes. The letter says the money or prizes will be delivered as soon as the winner pays taxes or other fees – again, often through Western Union, MoneyGram or a Green Dot MoneyPak. Typical is a recent mailing to a Roanoke resident informing him that he had just won $450,000 in the “USA Mega” sweepstakes. The notice included what appeared to be a legitimate check for $4,850 that the letter said would help him pay taxes on the winnings. The scammer is counting on the recipient to deposit the fake check into his or her bank account and then send out the $4850 in real money. Too often, the “winner” discovers too late that he or she has been duped and there is no sweepstakes. Scammers often use the phone to perpetrate the same type scam. Today, a Roanoke County resident received a phone call from the “Gaming & Lottery Commission” stating she had won $850,000 – all she had to do was purchase a MoneyPak from Walgreens in the amount of $299; she was told this was a means for them to “certify her identification”. Of course, had she purchased the MoneyPak and given the caller the ID number on the card, the money would have been long gone. This savvy senior recognized all the red flags and politely hung up on the scammer.

· Secret Shopping or Work at Home Scam. In this scam, a business that appears legitimate offers a job seeker a chance to earn money as a secret shopper, shopping various stores and services and reporting the findings back to the company. In most cases, the company mails a legitimate looking check, instructing the recipient to keep a portion of the money and use the rest to “shop” businesses such as Walgreen’s or Wal-Mart. Almost always, instructions also call for the recipient to use most of the cash to “shop” MoneyGram or Western Union by sending a large portion of the check through one of those businesses to an out-of-town recipient. The secret shopper scam has been particularly prevalent in our service area for several months. We were contacted by a local consumer last week who had been a victim of this type scam. He wired $2900.00 to the company that ‘hired’ him and then realized he had been scammed; now he has had to take out a loan to pay back his bank.

· Grandparent Scam. Well-meaning grandparents who think they are helping a grandchild in distress are becoming victims of another wave of the so-called “Grandparent Scam”. While many seniors have reported the scam without falling prey to it, unfortunately, many others have been victimized.

Here’s how it works, The grandparent receives a frantic phone call. A scammer, posing as their grandchild, explains that he or she has gotten into trouble, often in Canada, Mexico or another far off place, and needs their help. The “grandchild” might claim he or she caused a car accident or was arrested for drug possession and needs money sent right away. Victims are also contacted by someone claiming to be a police officer or lawyer representing the grandchild in court.

The caller pleads to the grandparents not tell his or her parents and asks that they wire thousands of dollars for reasons including posting bail, repairing the grandchild’s car, covering lawyer’s fees or even paying hospital bills for a person the grandchild injured in a car accident.

The caller may not identify themselves but will call you grandma or grandpa hoping you will reply with “Billy, is that you, what’s wrong?” The reply, “Yes, it’s me, Billy” provides the scammer with the name of your grandchild.

If you receive a call from someone claiming to be your grandchild in distress, BBB advises you don’t disclose any information before you have confirmed it really is your grandchild. If a caller says “It’s me, grandma!” don’t respond with a name but instead let the caller explain who he or she is. One easy way to confirm their identity is to ask a simple question that your grandchild would know such as what school he or she goes to or their middle name. Call your grandchildren’s mother or father and confirm your grandchild’s whereabouts.

· Craigslist Scam. Although these can take several forms, the most common involves a scammer who responds to a consumer’s offer on Craigslist to sell an item or service. The thief typically sends payment in the form of a phony check, claiming that a family member or associate accidentally has overpaid and then requests a partial refund by MoneyGram or Western Union. It is only after sending the refund that the consumer realizes he or she has been scammed.

· Romance Scam. Avoid sending money in any form to someone you have spoken with only online. If an email “friend” asks you for money – for any reason – it is probably a scam.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advice on College Student Security

8/31/2012

Posted on 8/31/2012 by

BBB Serving Western VA offers seven simple steps to protect college students from identity theft.

In 2010, 8.1 million Americans became victims of identity theft, according to the 2011 Identity Fraud Survey conducted by Javelin Strategy & Research and sponsored by BBB. The average mean cost of identity theft is $631 and the average time to resolve identity fraud is 33 hours.

“It is important for students to be vigilant in monitoring bank and credit card statements to spot unauthorized activity,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “Students should sign up for security alerts on their accounts and have them sent to their mobile phones so they will know immediately if any changes have been made.”

BBB recommends that college students take the following seven steps to fight identity theft on campus:

Send sensitive mail to your parents’ home or a post office box. School mailboxes are not always secure and often can be accessed easily in a dorm or apartment.

Important documents should be stored under lock and key. This includes your Social Security card, passport and bank statements. Shred credit card offers and any paper documents that have sensitive financial information rather than just tossing them out.

Make sure your computer has up-to-date antivirus and spyware software. Always install any updates to your computer’s operating system or browser software, which help keep your computer safe from any new advances by identity thieves online.

Always check your credit card statements closely for any suspicious activity. The sooner you identify any potential fraud, the less you will suffer in the long run.

Check out unfamiliar Web sites with BBB. Look for the BBB Accredited Business Seal and click on it to check out a company’s Business Review.

Check your credit report at least once a year. You are entitled to one free report a year from each of the three reporting bureaus: TransUnion, Experian and Equifax. You can do this for free by visiting www.annualcreditreport.com.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Serving Western VA Shares Hurrican Relief Tips

8/30/2012

Posted on 8/30/2012 by

In the wake of Hurricane Isaac and other storms threatening coastal regions of the U.S., this season, BBB Serving Western VA offers the following tips to help Americans decide where to direct donations to assist hurricane victims:

Be cautious when giving online.
Be cautious about online giving, especially in response to unsolicited spam messages, and emails and social media posts that claim to link to a relief organization. If you want to give to a charity involved in relief efforts, go directly to the charity’s website. In response to hurricanes Katrina and, Rita, and the Asian tsunamis, the FBI and others raised concerns about websites and new organizations that were created overnight, allegedly to help victims.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB WARNS SCAMMERS ARE POSTING FAKE EMPLOYMENT OPPORTUNITIES ON THE WEB

8/24/2012

Posted on 8/24/2012 by

August 24, 2012 – Roanoke, VA – Right now many job seekers are searching for any opportunity but we advise consumers: don’t take the tricky bait. Scammers are posting fake employment opportunities on Craigslist and other employment sites.

BBB Serving Western VA has received numerous calls in the past few weeks from job seekers who have responded to employment opportunities posted on Craigslist. A local job seeker applied to an offer and was told she was selected for the job. The e-mail claimed she would receive a check and all she had to do was take her expenses out of the check (once it was deposited) and wire the balance to the landlord as a deposit on the office space. Of course the check was fake. Most all correspondence with your new ‘employer’ will be through email. If you review the information in the emails carefully you will usually find it is full of red flags; like misspelled words and phrases; that the offer is not what it seemed and could have possibly come from a foreign country. This consumer recognized these signs as red flags and she stopped right there and didn’t fall for it. The BBB is warning others to beware as well.

“While it can be exciting to be contacted for a job interview, job seekers should take a step back and look closely at all the details before responding”, said Julie Wheeler, President and CEO of BBB Serving Western VA. “Another problem with responding to these type ads is that without knowing, the job applicant is sending personal information including address and cell phone number, many times even their social security numbers, to a stranger”!

It’s common for the unemployed to use social networking sites, newspapers, and online postings to look for jobs, including Craigslist, but it’s important to know how to spot red flags. (Craigslist post disclaimers for anyone searching for a job warning them of these types of scams.)

The BBB offers the following tips when finding a job through online searches:

· Exercise Caution. When using social networking sites like Facebook and online employment sites such as Craigslist, be sure to check the actual Web site of the company posting the position to verify it actually exists. If you don’t see it on their site, chances are it’s a scam.

· Guard Your Resume. Some job seekers have uploaded their resume online but remember to make sure you only upload it for a legitimate purpose and company. Resumes often contain personal information, ripe for identity theft thieves.

· Start with Trust. Many scams use names that are similar to reputable companies to trick job seekers. BBB recommends that job seekers check out the company first at bbb.org and to apply through the actual company site whenever possible.

· Never Pay Upfront Fees. No legitimate job offer will require out of pocket expenses from a potential employee for background checks, credit reports or administrative fees before an interview.

· Protect Personal Information. Job seekers should never provide their social security number or birth date until they have verified the position is legitimate. Additionally, job seekers should never provide bank account information for direct deposit setup until they have officially been hired.

· Be Careful of the “Perfect Offer.” Job seekers should be cautious of any posting advertising extremely high pay for short hours or minimal required experience. If it sounds too good to be true, it probably is.

· Avoid Work-at-Home Offers. Most jobs that imply you can work from home or rake in cash are a ploy to trap you into giving away your credit card information, cashing fake checks, or paying for training that should be free. Job seekers should understand employees working from home generally go through the traditional in-person interviews and hiring process and often have prior experience in what they are doing, work for a salary, or have spent time and money developing the market for their work.

Tips to Avoid Falling for Fake Job Scams:

1. Job postings with grammatical errors, misspellings and lots of exclamation marks are likely scams. Ads promoting jobs with generic titles, such as admin assistant or customer service rep, and containing the phrases "Teleworking OK," "Immediate Start" and "No Experience Needed" are popular in scam ads.

2. If a job looks suspicious, search for it in Google. If the result comes up in many other cities with the exact same job post, it is likely a scam.

3. Be very cautious of any job that asks you to share personal information or hand over money. Scammers will often use the guise of running a credit check, setting up direct deposit or paying for training.

Check out the business' website to make sure the opening is posted there. If you are still skeptical, call the business.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Water System Company May Take Money Instead Of Unhealthy Minerals

8/24/2012

Posted on 8/24/2012 by

August 23, 2012 – Roanoke, VA – BBB Serving Western VA is warning consumers to contact their local police department if they are approached by Larry Foster of Advance Rejuvenation. Be aware that he uses a variety of company names. According to a local victim, Mr. Foster was in Roanoke earlier this week.

On August 22, 2012 the Ohio Attorney General's Office filed suit against Larry Foster dba Water's Edge, dba DC Water Solution, dba Natural Flow Water Solutions and dba Water Pro. According to the complaint, Larry Foster violated 6 counts of the Ohio Consumer Protection Act when he misrepresented the health benefits of a water purification system, accepted payments yet failed to provide goods and services, failed to provide refunds to consumers owed refunds, performed shoddy installations, failed to honor warranties, refused to make refunds on returned items and issued a refund from a closed bank account. The suit seeks $25,000 for each violation. The matter is pending.

A Franklin County resident paid him $3990 for a water filtration system after hearing a presentation at a friend’s home. Mr. Foster never arrived for the scheduled installation and his cell phone goes unanswered.

According to BBB files he has operated under seven different names in four different states that we are aware. According to the Better Business Bureau of Central Ohio, consumers state they have spent over $52,000 with the business as of the end of April.

BBB recommends the following tips on dealing with door-to-door sellers:

· Listen carefully and be aware of high pressure sales tactics. Some unscrupulous door-to-door sellers will put pressure on you to close the deal at that moment, and even make special offers to entice you. Listen to their tone. Are they increasing in volume as they speak to you? Are they ignoring you despite saying you are not interested? Find a way to end the conversation quickly to avoid long, drawn-out pressure sales pitches.

· Stand strong. Do not invite unsolicited salespeople into your home. If you do allow a salesperson inside and decide during the presentation that you are not interested in making a purchase, simply ask him or her to leave. If the salesperson refuses to leave, threaten to call the police, and follow through if they don’t leave immediately.

· Verify the individual and the company. If you are interested in buying from a door-to-door seller, get everything in writing including price, warranty and all conditions. Tell the salesperson you will check it out and get back to him or her. Ask for a business card and contact information. Look at the company’s website and their BBB Business Review at www.bbb.org.

· Know your rights. The Federal Trade Commission’s Three-Day Cooling-Off Rule gives the customer three days to cancel purchases over $25 that are made in their home or at a location that is not the seller’s permanent place of business. Along with a receipt, salespeople should also include a completed cancellation form that customers can send to the company to cancel the agreement. By law, the company must give customers a refund within 10 days of receiving the cancellation notice.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Water System Company May Take Money Instead Of Unhealthy Minerals

8/24/2012

Posted on 8/24/2012 by

BBB recommends the following tips on dealing with door-to-door sellers:

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Water System Company May Take Money, Not Unhealthy Minerals

8/24/2012

Posted on 8/24/2012 by

BBB recommends the following tips on dealing with door-to-door sellers:

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advice - BEWARE STORM CHASERS!

8/21/2012

Posted on 8/21/2012 by

Have you had that knock on your door from the friendly guy who offers to inspect your roof for hail damage and work with your insurance company to make sure your homeowner’s policy will pay for your new roof? If you have, chances are they aren’t from around here! Most likely, the guys knocking at your door are what we call storm chasers; Western Virginia certainly has had our share of them lately. From paving contractors to roofers, they're usually from out of state and make their living by driving from state to state, depending on where the most recent storm damage is.

"Out of area roofing contractors generally try to pressure homeowners into committing to use their services on-the-spot by signing a contract stating that if the insurance company agrees to the repair or replacement, the consumer agrees to use their services exclusively which means not getting competitive quotes for your roof replacement,” says Julie Wheeler, President & CEO of BBB Serving Western VA. "Consumers should always get at least three quotes, preferably from local contractors.” “If you hire an out of state roofing contractor then find there is a problem with the roof six months later, will you be able to find them to repair the work? ” questioned Wheeler.

BBB offers the following tips to homeowners who suffer damage in the wake of a natural disaster:

Do your research. Check with your insurance company about policy coverage and specific filing requirements. Save all receipts if temporary roofing repairs are necessary.

Stay calm. Although you may be anxious to get things back to normal, avoid letting your emotions get the better of you. Don't be pressured into making an immediate decision with a long-term impact. Be pro-active in selecting a company and not re-active to sales solicitations.

Shop around. For major repairs, take time to shop around and get 3-4 estimates based on the same specifications and materials. Check out references that are at least one year-old, and verify that the contractor is licensed and/or registered to do work in your area. Also, check with your local building inspector to see if a building permit is required.

Avoid high-pressure sales tactics. Be wary of door-to-door workers who claim to have left-over materials from a job “down the street” or who do not have a permanent place of business. If sales people go door-to-door, check to see if your community requires them to have solicitation permits.

Trust your gut. Be leery if a worker shows up on your doorstep to announce that your home is unsafe. If you are concerned about possible structural damage in your home, have an engineer, architect or building official inspect it. While most roofing contractors abide by the law, be careful allowing someone you do not know to inspect your roof. An unethical contractor may actually create damage to get work.

Clearly written proposals that are detailed and broken down into separate line items are a good sign that the contractor is being thorough and has prepared an accurate estimate.

The following is a partial list of items your roofing estimate or proposal should include:

· The type of roof covering, manufacturer and color

· Materials to be included in the work, e.g., underlayment, ice dam protection membrane

· Scope of work to be done

o Removal or replacement of existing roof

o Flashing work, e.g., existing flashings to be replaced or re-used, adding new flashing, flashing metal type

o Ventilation work, e.g., adding new vents

o Who is responsible for repairing/replacing exterior landscape or interior finishes that are damaged during the course of the work? Make sure that it contains language addressing who is responsible for any damage that occurs as a result of the work. All items of concern and work to be done should be included in the contract.

· Installation method

· Approximate starting and completion dates

· Payment procedures

· Length of warranty and what is covered, e.g., workmanship, water leakage

· Who will haul away the old roofing materials and/or project waste (e.g. extra materials, packaging, etc.)? Is there extra charge for this service?

If one estimate seems much lower than the others and it sounds too good to be true, it probably is. Many fly-by-night contractors' below-cost bids seem attractive, but these contractors often are uninsured and perform substandard work or use substandard materials. Make sure to read the fine print. Some contracts use a clause where substantial cancellation fees or liquidation damages are required if the homeowner decides not to use the contractor after insurance approval of the claim. In some instances you may be required to pay the full agreed price if the homeowner cancels after the 3 day cancellation period. If an estimate or contract is confusing, ask the contractor to break it down into items/terms you can understand.

Disaster victims should never feel forced to make a hasty decision or to choose an unknown contractor. BBB has BBB Business Reviews on more than 67,000 roofing contractors, and they are available for free at www.bbb.org.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advice - BEWARE STORM CHASERS! BBB SERVING WESTERN VA URGES CONSUMER TO BE CAUTIOUS CHOOSING CONTRACTORS WHO SOLICIT DOOR-TO-DOOR

8/21/2012

Posted on 8/21/2012 by

August 21, 2012 – Roanoke, VA – Have you had that knock on your door from the friendly guy who offers to inspect your roof for hail damage and work with your insurance company to make sure your homeowner’s policy will pay for your new roof? If you have, chances are they aren’t from around here! Most likely, the guys knocking at your door are what we call storm chasers; Western Virginia certainly has had our share of them lately. From paving contractors to roofers, they're usually from out of state and make their living by driving from state to state, depending on where the most recent storm damage is.

BBB offers the following tips to homeowners who suffer damage in the wake of a natural disaster:

Do your research. Check with your insurance company about policy coverage and specific filing requirements. Save all receipts if temporary roofing repairs are necessary.

Shop around. For major repairs, take time to shop around and get 3-4 estimates based on the same specifications and materials. Check out references that are at least one year-old, and verify that the contractor is licensed and/or registered to do work in your area. Also, check with your local building inspector to see if a building permit is required.

Clearly written proposals that are detailed and broken down into separate line items are a good sign that the contractor is being thorough and has prepared an accurate estimate.

The following is a partial list of items your roofing estimate or proposal should include:

· The type of roof covering, manufacturer and color

· Materials to be included in the work, e.g., underlayment, ice dam protection membrane

· Scope of work to be done

o Removal or replacement of existing roof

o Flashing work, e.g., existing flashings to be replaced or re-used, adding new flashing, flashing metal type

o Ventilation work, e.g., adding new vents

· Installation method

· Approximate starting and completion dates

· Payment procedures

· Length of warranty and what is covered, e.g., workmanship, water leakage

· Who will haul away the old roofing materials and/or project waste (e.g. extra materials, packaging, etc.)? Is there extra charge for this service?

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Consumer Alert: Utility Scam Hits Virginia Residents

7/10/2012

Posted on 7/10/2012 by

July 10, 2012 – Roanoke, VA – Residents of Virginia are being misled into believing they are getting up to $1,000 from the government to pay their cable, gas, and electric utility bills. This scam is providing thieves access to consumer confidential information, and leading the consumers to use non-existent grant funds in their accounts to pay other bills. The fraud puts consumers at risk of identity theft, utility shutoffs, fees for non-sufficient checks, and more. This scam was first reported in the Midwest yesterday; as of this morning there are reports of Richmond area residents receiving this same scam. While we have not had reports in our 32 county service area, BBB serving Western VA is alerting our consumers to be aware of the scam.

Consumers are being asked for their social security card and bank routing information by the criminals, and in return are receiving their supposed government grant. The routing number used by the scammers is 12408524, and their supposed account number is 13419. The deposit shows up briefly in the consumer’s checking account…only later to be found to have been drawn against an invalid account.

The criminals are using the texts, e-mails, websites and door to door method. The most effective part of this scam is that friends and family are participating. They send checks to pay off their other bills, believing they really have the money in their account from the deposit the crooks are making. They share this wonderful news of the government money with family and friends, and when they discover the money is really not there, they have already written a number of non-sufficient checks to pay off other bills.

To avoid falling into this trap:

• Never provide your social security number, credit card number, or banking information to anyone requesting it over the phone or at your home unless you have verified the identity of the party seeking the information.

• If you receive a call claiming to be your utility company or the government and feel pressured for immediate personal information, hang up the phone and call the utility customer service number on your bill.

• Always think safety first. Do not give into high pressure tactics, and don’t let anyone in your home without checking their identity.

• Don’t let the immediate pressure of debt make you too anxious to think through the situation. There are sources of information available to you to give you the straight story, such as the BBB.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Alert: Consumers Say Collectors Hounded Them for Bogus Hollywood Video Late Fees

7/9/2012

Posted on 7/9/2012 by

July 8, 2012 – Roanoke, VA – A number of former customers of Hollywood Video stores in the coverage area of BBB Serving Western VA are among hundreds of consumers nationwide who say they have been contacted by debt collectors claiming they still owe the defunct business for overdue rentals.

The former customers have told BBB they do not owe anything and they were worried that the collection companies would try to damage their credit records over the bogus bills.

Over a dozen consumers from the BBB Serving Western VA area have filed complaints in recent months against Universal Fidelity of Houston, Texas. The company is working on behalf of the bankruptcy trustee for Movie Gallery, owner of the closed Hollywood Video chain, trying to collect what the trustee believes may be millions of dollars in unpaid bills.

The BBB Serving Western VA complaints represent a small percentage of the more than 1,400 complaints filed nationally in the past 12 months against West Bay, a second collection agency representing Hollywood Video, and Universal Fidelity. Most of those complaints involve what consumers claim are bogus Hollywood Video charges.

West Bay has an “F” grade with the BBB, the lowest grade possible. Universal Fidelity has a “C” grade.

Julie Wheeler, BBB president and CEO, said consumers should not be pushed into paying bills they do not owe. “It’s one thing if a customer still owes money for a past-due rental, but it’s another if these debt collection companies are pressing them -- even unintentionally -- to pay bills they never owed or have already paid. The enormous number of complaints seems to indicate that something is wrong.”

The recent flurry of complaints comes nearly three years after local Hollywood Video stores were shut down and two years after the business filed for bankruptcy.

One year ago, the company’s bankruptcy trustee signed an agreement with officials of all 50 states promising to take action that Kentucky’s attorney general said would help protect consumers from “abusive collection practices” and give those consumers a better opportunity to object to disputed charges. The agreement specifically bans Hollywood Video collection agencies from issuing notices to any credit reporting agency and prohibits the collection of additional fees or interest charges. They also promised not to pursue disputed cases without an investigation.

That agreement followed numerous complaints involving two other independent debt collection companies hired by the trustee.

Since the agreement, the complaints against West Bay and Universal Fidelity have continued. BBB offices in Boston, which handles the West Bay complaints, and Houston, which handles the Universal Fidelity complaints, both say the two businesses have been resolving their complaints. Records show that in most cases, the companies have agreed to stop pursuing payment if the former customer disputes the claim.

The BBB offers the following advice to consumers contacted by a debt collection firm:

Know your rights. Under federal and state law, debt collectors are prohibited from using threats of violence or harm against a person, property or reputation. They cannot threaten to garnish your wages unless they intend to do so, and cannot use phone calls to repeatedly harass you.

Ask for written proof of your debt. By law, a debt collection agency must provide you with a validation notice within five days of contacting you about the debt.

Tell the collector in writing to stop contacting you. Under federal law, a debt collector cannot continue to contact you – at work or home – once you have told them in writing to stop.

If the company continues to badger you, you can file a complaint with your state’s attorney general, the Federal Trade Commission (http://www.ftc.gov/) or the BBB.

Check out a company’s BBB Business Review by going to www.bbb.org or by calling 800-533-5501.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Thousands May Lose Internet Access on July 9, Fix is Easy

7/5/2012

Posted on 7/5/2012 by

Hundreds of thousands of Internet users may lose their online access on July 9, 2012, and Better Business Bureau is urging all consumers and businesses to run a quick and easy diagnostic test to see if their computers are infected. The FBI’s DNS Changer Working Group can detect the malware and explain how to fix infected machines.

“Everyone should check to see if their computer is infected,” urges Julie Wheeler, BBB President. “It takes less than a minute to check and, if your equipment is clean, there is nothing more you need to do. If your computer is infected, the DNS Changer Working Group recommends the necessary steps to save your computer. But this must be done by July 9th or you could lose internet access.”

The FBI is encouraging users to visit a website run by its security partner, http://www.dcwg.org, that will let users know if their computer is infected and explain how to fix the problem.

Last November, the FBI took down the servers of international hackers operating out of Estonia. The hackers had already successfully downloaded malware onto more than half a million computers, turning off virus updates and redirecting consumers to fraudulent websites. If the servers had simply been shut down, the victims’ computers would no longer be able to access the internet. Instead, the FBI set up clean servers to replace the ones that were running the scam, and victims have been redirected to those clean servers ever since, usually without any knowledge they’d been infected in the first place.

Originally the rescue servers were to be active until March, but a court ruling extended the program until July 9th. At that time the clean servers will be turned off and anyone who is still infected with the malware will lose their internet access. The FBI believes there are still about 360,000 infected computers in a dozen countries, including the U.S. and Canada.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Avoid Scams and Price Gouging in the Wake of a Disaster.

7/5/2012

Posted on 7/5/2012 by

The Anti-Price Gouging Act prohibits a “supplier” from charging unconscionable prices for “necessary goods and services” within the affected area during the thirty (30) day period following a declared state of emergency.

The term “necessary goods and services” includes those goods or services for which demand does, or is likely to,increase as a result of the disaster. Potential examples include, but are not limited to, water, ice, food, generators,batteries, home repair materials and services, and tree removal services.

If you think you might've been gouged by a business or service, you can call Virginia's consumer protection hotline at 1-800-552-9963.

To download a copy of the Price Gouging Complaint Form, Click Here.

BBB Advice - BEWARE STORM CHASERS!

7/3/2012

Posted on 7/3/2012 by

As thousands of people clean up after last week's storms, storm chasers, or people who are looking to prey on those affected by the storm, are working to clean out your wallet. Thousands of consumers across our 32 county serving area are dealing with everything from damaged roofs to downed trees.

With all this work to do, there are people hoping to profit. "Unfortunately, the aftermath of a crisis brings out contractors who take advantage of those who have already been victimized," says Julie Wheeler, President & CEO of BBB Serving Western VA. "Whether it's roof repair/replacement or you have downed trees to be rid of, you need to take certain precautions when it comes to hiring a contractor.”

BBB offers the following tips to homeowners who suffer damage in the wake of a natural disaster:

Do your research. Check with your insurance company about policy coverage and specific filing requirements.

Save all receipts if temporary roofing repairs are necessary.

Stay calm. Although you may be anxious to get things back to normal, avoid letting your emotions get the better of you.

Don't be pressured into making an immediate decision with a long-term impact. Be pro-active in selecting a company and not re-active to sales solicitations.

Shop around. For major repairs, take time to shop around and get 3-4 estimates based on the same specifications and materials. Check out references that are at least one year-old, and verify that the contractor is required to be licensed and/or registered to do work in your area. Also, check with your local building inspector to see if a building permit is required.

Avoid high-pressure sales tactics. Be wary of door-to-door workers who claim to have left-over materials from a job “down the street” or who do not have a permanent place of business. If sales people go door-to-door, check to see if your community requires them to have solicitation permits.

Trust your gut. Be leery if a worker shows up on your doorstep to announce that your home is unsafe. If you are concerned about possible structural damage in your home, have an engineer, architect or building official inspect it. While most roofing contractors abide by the law, be careful allowing someone you do not know to inspect your roof. An unethical contractor may actually create damage to get work.

Get everything in writing. Require a written contract agreement with anyone you hire. Be sure their name, address, license number and phone number are included in the contract. Read and understand the contract in its entirety, don’t sign a blank contract, and make sure you get a copy of the signed contract at the time of signature.

Clearly written proposals that are detailed and broken down into separate line items are a good sign that the contractor is being thorough and has prepared an accurate estimate. The following is a partial list of items your estimate or proposal should include:

• The type of roof covering, manufacturer and color

• Materials to be included in the work, e.g., underlayment, ice dam protection membrane

• Scope of work to be done

• Removal or replacement of existing roof

• Flashing work, e.g., existing flashings to be replaced or re-used, adding new flashing, flashing metal type

• Ventilation work, e.g., adding new vents

• Who is responsible for repairing/replacing exterior landscape or interior
finishes that are damaged during the course of the work? Make sure that it contains language addressing who is responsible for any damage that occurs as a result of the work. All items of concern and work to be done should be included in the contract.

• Installation method

• Approximate starting and completion dates

• Payment procedures

• Length of warranty and what is covered, e.g., workmanship, water leakage

• Who will haul away the old roofing materials and/or project waste (e.g. extra materials, packaging, etc.)? Is there extra charge for this service?

Some contracts use a clause where substantial cancellation fees or liquidation damages are required if the homeowner decides not to use the contractor after insurance approval of the claim. In some instances you may be required to pay the full agreed price if the homeowner cancels after the 3 day cancellation period. If an estimate or contract is confusing, ask the contractor to break it down into items/terms you can understand.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at
twitter.com/BBB_WesternVA.

DO NOT CLICK ON LINKS IN EMAILS!! Scammers Replicate UPS & Verizon Emails, BBB Warns -National Bank of Blacksburg also Targeted

6/27/2012

Posted on 6/27/2012 by

June 25, 2012 – Roanoke, VA – Consumers nationwide are receiving fake emails that are almost identical to the real emails many Verizon and UPS customers receive to remind them of their monthly payments or shipping status.

BBB Serving Western VA has also received calls from consumers stating they received text messages, supposedly from National Bank of Blacksburg, threatening to deactivate accounts if the consumer does not follow the link attached to update information. National Bank of Blacksburg has informed their customers with an alert posted on their website, http://www.nbbank.com/. Many of the recipients’ who contacted BBB were not customers of the bank.

The Verizon and UPS phishing scams are notable for their painstaking replication of each company’s emails. Only the large Verizon bill amounts (from $45 to almost $2,000) and links to third party websites are tip offs to the real nature of these emails.

You can spot a fake email by hovering over the links and checking whether the URL leads to the company’s website or, in a scam email, to a third party site. Here is a screen shot of a sample Verizon email that shows how hovering over a link reveals its real destination.

June 15 is World Elder Abuse Awareness Day

6/15/2012

Posted on 6/15/2012 by

April 15, 2012 – Roanoke, VA – BBB receives hundreds of phone calls each year from senior citizens who have been targeted or victimized by scammers. These can range from common scams such as bogus travel deals or lottery schemes to outright financial fraud.

“One of the more common types of abuse that BBB often hears about is financial fraud,” said Julie Wheeler, President & CEO of BBB Serving Western VA. “Many victims do not realize they have been taken advantage of, or if they do know, they may not want to tell anyone due to embarrassment or fear of losing what independence they may have.”

Financial elder abuse occurs when a seniors’ banking or credit accounts are exploited by scammers who take advantage of the vulnerabilities sometimes associated with age.

Unfortunately financial elder abuse can be difficult to identify. It often takes a caring family member, friend or caregiver to recognize that fraud has occurred. These are some signs to look for:

Belongings or property is missing
Unusual bank account activity
Complaints from seniors that suddenly they can not afford normal purchases
Suspicious stories about people that normally wouldn’t be involved in personal affairs now being involved
Unnecessary purchases (often big-ticket items)
Sudden changes to Power of Attorney or will
Sudden interest in an investment or business opportunity
Claims they have won a prize, lottery or vacation
Numerous unpaid bills or bounced checks

If you or someone you know might be a victim of Elder Abuse contact your local law enforcement agency.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advises Parents To Check Facilities, Qualifications To Ensure Safe, Rewarding Summer Camp Experience

6/11/2012

Posted on 6/11/2012 by

June 12, 2012 – Roanoke, VA When warm days interrupt winter’s chill, many smart parents think ahead to what camps or other activities their children may attend over the summer. The Better Business Bureau (BBB) has tips and Business Reviews that can help parents find camps that will provide safe, rewarding experiences for children.

When choosing a camp, parents need to use the same care and common sense they would use in evaluating a day care program. They should look for a camp that provides activities that are of interest to their child and appropriate for the child’s age and skill level.

Parents need to take time to visit camps to inspect facilities, ask about the staff’s training and experience, and find out how the camp handles medical emergencies. If the child is staying overnight, be sure to look at cabins, showers and other facilities that your child will be using.

Some camps, such as those organized around a particular sport, are highly structured and stress development of specific skills. Others are more flexible and give campers the opportunity to choose some of their activities. Your child’s interest and personality should be your guide in choosing an appropriate program. If the child is old enough, ask what activities he or she would enjoy at camp.

Parents should ask how long a camp has been in business and check with parents of past and returning students. Check the BBB website, www.bbb.org, for the camp’s record on handling complaints. The standards for day and overnight camps may be different, but each should have your child’s safety and well-being as its top priority.

The BBB offers the following tips for parents searching for the right camp:

Always visit the camp before submitting your deposit. Check its location and view the living, eating and recreational facilities. Ask about safety procedures (particularly for water activities, archery and out-of-camp trips), and assess the quality and commitment of the staff.
Ask about fees and payment deadlines. Is your deposit refundable? Are there extra charges for any activities? Are meals and transportation offered?
What is the camper return rate? The counselor return rate?
What is the camp director’s background? How is the staff trained? Are criminal checks made for employees and volunteers? What is the ratio of campers to staff members?
Are medical facilities adequate? Is a nurse or doctor on site? What are the procedures for transporting injured or sick children to medical facilities? Are those facilities nearby?
What are the safety rules and how are they enforced? Does the camp have appropriate insurance coverage?
Are family visits or other communications with campers allowed? How is homesickness handled?
Are references from parents of repeat campers available? Ask the parents about their child’s experience and why they recommend the camp.
Finally, look for camps that are certified by the American Camp Association, http://www.acacamps.org/. ACA-accredited camps have met up to 300 nationally recognized standards.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Gadget, Gift Cards, and More - Don't Fall Victim to a Father's Day Shopping Scam

6/11/2012

Posted on 6/11/2012 by

June 11, 2012 – Roanoke, VA According to the US Census Bureau, there are 70.1 million fathers across the nation – that’s a whole lot of dads, and whole lot of Father’s Day gifts that could fall victim to a shopping scam.

As we look to celebrate this special day with the men we love, it’s important to know how to spend money wisely on the perfect gift for Dad. Better Business Bureau has some suggestions.

“Whether you’re looking to get Dad something traditional like a watch, or something flashier like the latest electronic gadget, check out the business first,” noted Julie Wheeler, President and CEO of BBB Serving Western VA. “These gifts can get expensive. Always make sure to get information on refund, exchange and warranties in writing. Don’t hesitate to ask if there is a return time limit, and get a gift receipt to enclose with your gift in case Dad needs to take it back.”

BBB offers the following ideas and tips for Father’s Day gifts:

Gift Cards and Certificates: Check the terms and conditions of any gift card or certificate prior to purchase to ensure that the expiration date and any other conditions won’t be problematic. If you are giving a gift card to someone who will make online purchases, be sure the gift card is redeemable for Internet shopping and not just for in-store use.

Electronics: Whether you plan to give Dad a camera, GPS system, phone, music player, DVD player or other electronic device, be sure that you don't remove it from its box before wrapping it up as a gift. Many electronics stores require the original packaging in order to process returns or exchanges.

Recreational Rentals: If you’re interested in renting ATVs, campers, canoes, kayaks, motorcycles or other recreational equipment this Father’s Day, be sure that you get a written contract that includes details such as the base rental cost, daily fees, insurance and time restrictions. Also, take the time to visually inspect the rental and get written proof of any existing damage before renting the equipment.

Guides, Tours and Classes: Fishing, sightseeing, skydiving and golf lessons are a fun way to celebrate and spend time with Dad. However, it’s important to get details about these classes and adventures in writing and in advance of the trip. Be sure to clarify all of the factors listed below:

· Are reservations required and if so, by when?

· What are the total costs and features?

· What services and equipment are included?

· Are taxes or any other charges added?

· Are there any restrictions or special time requirements?

· Are there any cancellation or refund penalties or policies?

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Clear-Cast HDTV Antenna’s Advertising not so Clear…Earning the company an “F Rating” with the BBB

5/16/2012

Posted on 5/16/2012 by

May 16, 2012 – Roanoke, VA – The BBB Serving Western Virginia has received numerous calls from consumers inquiring about the Clear-Cast HDTV Antenna. The product is manufactured by Brilliant Built Technologies, a subsidiary of Universal Media Syndicate, Inc., located in Canton, Ohio. The company is running large advertorial ads that appear in newspapers across the U.S. and mailing to residents nationwide offering to eliminate cable and satellite costs completely using the Clear-Cast HDTV Antennae.

The ads and mailings claim the Clear-Cast HDTV Antenna “pulls in Free over- the- air broadcast signals that the cable and satellite companies get and then re-transmit to you for a hefty charge every month…there’s never a monthly bill, you get all the free channels with Clear-Cast and you won’t pay for hundreds of channels you never really watch.”

Recent consumer calls and complaints to the BBB express confusion with the company's advertisement. Consumers have informed the BBB that they are under the impression that they will receive 953 channels as opposed to 953 shows as the ad claims. Consumers should be aware they could receive up to 53 channels depending on the area they live, and that 953 is the possible number of shows available.

In November, 2011 the Canton, Ohio BBB contacted the company regarding their advertising and conducted a challenge of several claims that appear in the ad. The BBB Ad Review Committee conducted a secondary advertising challenge on Clear-Cast HDTV Digital Antenna and determined that all matters of compliance were not resolved. The BBB’s concerns included the use of the word "free", the company's claims of advanced technology and the company's comparison to cable or satellite. The BBB also voiced additional concerns that referenced the company's implied government affiliation and overall impression of the ad. The BBB feels these types of misleading advertising is purposeful and do not feel the company is in compliance with BBB Code of Advertising and are serious enough in nature for the company to receive an” F” rating with the BBB, the lowest rating possible.

The company met with the Canton, Ohio BBB in January and April to discuss additional changes and/or provide substantiation regarding the Clear-Cast Digital HDTV. The company provided the BBB with Clear-Cast Digital HDTV antennas to be tested by BBB staff. The Canton BBB found that the product does provide some channels without cable or satellite connections. However; after testing the product the BBB found it did not perform as it is claimed in the ad. Additionally, BBB inquiries indicate that because the headline claims that consumers can eliminate cable or satellite bills, consumers are under the impression they will receive the same type of channeling as with their current provider, which the BBB found is not the case. Consumers continue to contact BBB and state they are also confused as to what they are actually getting. The BBB’s research found that 90% of callers surveyed, are under the impression that they will receive 953 "channels", when in fact the statement says "953 Free shows each year"

When considering using TV antenna’s versus cable or satellite TV the BBB recommends the following:

· Location is everything. If you live in a valley or rural area, you will have fewer channels available to you than others who live within a 40 mile radius of a TV station.

· You will not receive all the same channels and programming as your cable or satellite TV packages.

· Different types of antennae’s provide different results; you can view all your options through the FCC’s website at http://www.fcc.gov/guides/antennas-and-digital-television.

· Make sure you are aware of return and exchange policies before making a purchase.

· Do not fall victim to sense of urgency claims. Make sure you research any product before buying.

· Contact the BBB to check out any business before purchasing a product or service at http://www.bbb.org.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Memorial Day Scams Target Military, Families, Supporters

5/16/2012

Posted on 5/16/2012 by

May 21, 2012 – Roanoke, VA – Memorial Day is a time to honor those who serve and remember those who have died in war. But sadly, it has also become a key opportunity for scammers to target those who are serving or have served their nation, especially elderly veterans. BBB is urging consumers and donors to be on the lookout for deals that seem too good to be true, and for disreputable charities.

“When you make a donation to a charity stating they represent military personnel, always check www.give.org to see that the group meets BBB charity standards, especially around Memorial Day,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “Solicitors that fail to meet BBB standards often call and say they help veterans, service members or their families, and little of the money donated will serve that purpose.”

Among the scams to watch out for:

· Posing as the Veterans Administration and contacting veterans to say they need to update their credit card, bank or other financial records with the VA;

· Charging service members for services they could get for free or less expensively elsewhere, such as military records;

· Fraudulent investment schemes that convince veterans to transfer their assets into an irrevocable trust;

· Offering “instant approval” military loans (“no credit check,” “all ranks approved”) that can have high interest rates and hidden fees;

· Advertising housing online with military discounts and incentives, and then bilking service personnel out of the security deposit;

· Trying to sell things like security systems to spouses of deployed military personnel by saying the service member ordered it to protect his or her family;

· Selling stolen vehicles at low prices by claiming to be soldiers who need to sell fast because they’ve been deployed;

· Posing as government contractors recruiting veterans and then asking for a copy of the job applicants’ passport (which contains a lot of personal information);

· Posing on online dating services as a lonely service member in a remote part of Iraq or Afghanistan, and then asking for money to be wired to a third party for some emergency.

BBB advises service members, veterans and all consumers never to give personal identification information (Social Security, bank account, military identification or credit card numbers, etc.) to anyone who contacts you by phone or e-mail, and to be wary of any solicitations that involve purchasing something or transferring money. Consumers can check out businesses and charities for free at www.bbb.org.

For more information, visit www.bbb.org/us/military-line or contact the BBB at (540) 342-3455 or (800) 533-5501. Follow us on Twitter at twitter.com/BBB_WesternVA.

Protect Your Move and Yourself During National Moving Month

5/16/2012

Posted on 5/16/2012 by

March 7, 2012 – Roanoke, VA May is National Moving Month and the start of the busiest time of year for changing residencies…which means unlicensed movers and dishonest scammers are waiting to take advantage of consumers who aren’t careful.

In 2011, BBB received more than 1.3 million moving related inquiries and more than 9,000 complaints against movers. Complaints include lost or stolen belongings, damaged items, huge price increases over quoted estimates, late deliveries, and goods being “held hostage” for additional payment.

BBB has teamed up with American Moving & Storage Association (AMSA) to offer tips on how to select the right mover and how to avoid the scams.

“Just because you find a website for the company, don’t assume they are trustworthy,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “Always check with BBB before committing to a mover; BBB has more that 17,000 Business Reviews on moving related services.”

BBB and AMSA offer the following checklist for finding a trustworthy moving company:

Research the company thoroughly. While state regulations vary, all interstate movers must, at minimum, be licensed by the federal government and are assigned a motor carrier number you can verify on FMCSA’s website, www.protectyourmove.gov.

Get at least three written in-home estimates. Not all price-quotes online or over the phone are legitimate. Keep in mind that the lowest estimate can sometimes be an unrealistic low-ball offer, which can cost you more in the end.

Know your rights. Research your rights as a consumer with either FMCSA for interstate moves or the state in which you reside for moves within that state. Also, enlist the help of BBB or local law enforcement if the moving company fails to live up to its promises or threatens to hold your belongings hostage. FMCSA requires interstate movers to offer arbitration to help settle disputed claims.

Consider accepting full value protection. It may cost a few dollars more up front, but it can provide some peace of mind and eliminate headaches after your move. Purchasing full (replacement) value protection means any lost or damaged articles will be repaired or replaced, or a cash settlement will be made to repair the item or to replace it at its current market value, regardless of age. It’s important to note that the required minimum coverage of 60 cents per pound would not cover the replacement cost, for example, of a flat panel TV if damaged in transit. For your protection, a new interstate regulation effective May 15 requires the cost of full value protection to be included in the estimate you receive.

For more consumer news you can trust and to check out a mover near you, visit www.bbb.org and AMSA’s www.moving.org.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. Follow us on Twitter at twitter.com/BBB_WesternVA

BBB recognizes National Small Business Week

5/16/2012

Posted on 5/16/2012 by

May 18, 2012 – Roanoke, VA – May 20-26 is National Small Business Week and a time to celebrate the growing business demographic in our country. Entrepreneurs and small business owners are the backbone of the U.S. economy: 60 to 80 percent of the new jobs in the country are created by the approximately 27.2 million small businesses in the U.S. It is estimated that over half of Americans either own or work for a small business. In honor of National Small Business Week, Better Business Bureau is encouraging small business owners to take advantage of the many resources for small businesses from BBB and from the Federal Trade Commission:

BBB Code of Business Practices

The BBB Code of Business Practices represents sound advertising, selling and customer service practices that enhance customer trust and confidence in business. Even for businesses that are not BBB Accredited, this Code should be a roadmap for creating and managing an ethical business.

BBB Code of Advertising

100 years ago, BBB was founded on the principles of truth in advertising, which rests first and foremost with the advertiser. All BBBs review local ads, and BBB’s New York office reviews national ads. The BBB Code of Advertising lays out principles, definitions and suggestions for ethical advertising that all businesses can adopt.

BBB Data Security – Made Simpler
With data breaches becoming all too common in the news, BBB partnered with data security experts at Symantec Corporation, Visa Inc., Kroll’s Fraud Solutions and NACHA – The Electronic Payments Association to produce free, easy-to-understand data security guidelines, with checklists and links to data security resources for small businesses. BBB’s Data Security – Made Simpler arms small business owners with the information they need to protect their customers and their business. For more information, visit www.bbb.org/data-security.

BBB TrustBrief
The BBB TrustBrief is a free, thrice-weekly email to help small business owners stay on top of headlines and get guidance and expert advice on running a business. Sign up for a free subscription at www.smartbrief.org/bbb.

BBB Tips on Direct Selling
BBB and the Direct Selling Education Foundation partnered to create a series of articles, videos and PSAs to educate direct sellers, their customers and even those considering a career path in direct selling. Free tips and advice you can trust on direct selling are available at www.bbb.org/us/dsef-tips.

Federal Trade Commission
Wondering what kind of proof you need to back up the claims in your ads? Planning on using email to publicize your company? Thinking about buying a franchise or business opportunity? Concerned about your legal obligation to keep information secure? The FTC has free resources on best practices for complying with the law, many of which you can order in bulk for your employees at no charge. Written with a minimum of legalese, the FTC offers online tutorials, videos, and more than 100 to-the-point publications created with the small business owner in mind: http://ftc.gov/bcp/business.shtm

More advice for small business owners can be found online from BBB at www.bbb.org/us/Business-Resources and for more information on National Small Business week, visit www.nationalsmallbusinessweek.com.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advice for Hiring a Roofing Contractor You Can Trust

5/16/2012

Posted on 5/16/2012 by

May 16, 2012 – Roanoke, VA – Natural disasters like tornados, hurricanes and earthquakes can bring out the best in people, as strangers reach out to help others in need. Unfortunately, crises also bring out persons who choose to take advantage of the victims. Some of the most common "after-disaster" scams involve damage done to roofs.

Whether your roof got hit hard by the recent hail storms or just needs to be replaced due to time, you need to take certain precautions when it comes to hiring a roofing contractor. In 2011, BBB received more than 3.3 million inquiries from consumers looking to find a roofer they could trust – making it the top inquired industry in the BBB system.

BBB offers the following tips to homeowners who suffer roof damage in the wake of a natural disaster:

Do your research. Check with your insurance company about policy coverage and specific filing requirements. Save all receipts if temporary roofing repairs are necessary.

Shop around. For major repairs, take time to shop around and get 3-4 estimates based on the same specifications and materials. Check out references that are at least one year-old, and verify that the contractor is required to be licensed and/or registered to do work in your area. Also, check with your local building inspector to see if a building permit is required.

The type of roof covering, manufacturer and color
Materials to be included in the work, e.g., underlayment, ice dam protection membrane
Scope of work to be done

Removal or replacement of existing roof
Flashing work, e.g., existing flashings to be replaced or re-used, adding new flashing, flashing metal type
Ventilation work, e.g., adding new vents

Who is responsible for repairing/replacing exterior landscape or interior finishes that are damaged during the course of the work? Make sure that it contains language addressing who is responsible for any damage that occurs as a result of the work. All items of concern and work to be done should be included in the contract.
Installation method
Approximate starting and completion dates
Payment procedures
Length of warranty and what is covered, e.g., workmanship, water leakage
Who will haul away the old roofing materials and/or project waste (e.g. extra materials, packaging, etc.)? Is there extra charge for this service?

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Knock, Knock - Who’s there? If they can’t provide identification, it doesn’t matter who they are – don’t let them in!

5/8/2012

Posted on 5/8/2012 by

BBB Serving Western Virginia is reminding consumers to be cautious in dealing with any door-to-door sales representatives. Currently there are several out-of-state alarm security sales operations canvassing our local neighborhoods; BBB receives calls on almost a daily basis requesting information on these companies from savvy consumers. While there are many legitimate home security sales companies, there are those that operate on the fringes of legitimacy.

BBB has received information that door-to-door sales persons, posing as representatives of a well-established, local, home security company are calling on consumers offering home security systems. The sales people are generally carrying an ADT sign or wear shirts with an ADT logo. However, they are not ADT employees.

“If someone knocks on your door identifying themselves as an home alarm sales representative, request to see their identification”, says Julie Wheeler, President and CEO of BBB Serving Western VA. “The Department of Criminal Justice System (DCJS) issues a photograph registration card to each salesperson; if they can not provide that identification, ask them to leave and close the door.” Many municipalities require door-to-door sellers register with them, ask to see their solicitor’s license; if they can not or will not provide that information, call your local police department.

If you decide on an alarm system, check with BBB for a Reliability Report on the company, ask friends and neighbors for references and always do comparison shopping.

Consider the following tips before purchasing a security system for your home or business:

1. Some companies will offer a "free" alarm system. While the equipment and installation may be free (make sure this is in writing), there is a monthly monitoring fee. When you compare costs, make sure you compare all the costs.

2. Find out about local building codes and regulations regarding burglar alarms (including costs for false alarms).

3. Check out the company that will be monitoring your system. Ask if it is the same company you are signing a contract with. If not, make sure you obtain the name, address and phone number of this company and check their BBB report.

4. Consider advantages and disadvantages of each system and decide which will be best for your particular situation.

a. Does the company call you first before notifying the police?

b. Does the company have a security patrol car that will check out the alarm and if necessary call, the police?

c. How soon after the alarm sounds will you be notified?

d. What happens if the alarm company is unable to reach you when the alarm is sounding? Is the alarm reset? Are the police called? Are alternate numbers called?

e. Ask for procedures in writing, so you can anticipate how you can best handle the situation.

5. Deal only with reputable firms and check out the company at BBB's website, www.bbb.org.

6. Don't be pressured into buying something you don't want or need. A reputable company will let you check out the offer and compare bids from several installers.

7. Make sure the contract includes all promises made by the sales person. If the promises are not in the contract, don’t sign it!

8. Study the contract carefully. Confirm information such as:

a. Installation price, monthly price, and length of the contract (most contracts are for at least two years). Make sure that any free or discount offers have been added into the written contract.

b. Your time frame for canceling the contract. The Federal Trade Commission requires that at least three days be provided to cancel. For more information, visit www.ftc.gov.

9. If you are planning on moving, ask what happens with your contract, and get that information in writing.

10. After your purchase, make sure you check the system routinely to be sure it is in working order.

11. If you are having problems with your alarm, make sure you document dates, times, who you talked with, who came out and what was fixed.

Consumers should use caution before agreeing to these types of offers. If contacted by a telemarketer or any door-to door salesperson, use these basic guidelines:

If you're not interested, say good-bye and hang up or shut the door.

Listen carefully to the initial sales presentation.
Don't be afraid to interrupt and ask questions.
If it sounds like a good deal, ask the salesperson for his or her name, and the name, address and telephone number of the company.
Contact the BBB for a Business Review on the company.
Ask to receive a written copy of the sales terms.
Make the check payable to the company, not to an individual. Do not pay in cash.
Ask to see the salesperson’s Peddler’s License. If he will not present it, cease all business transactions and notify the police.
Virginia law gives consumers the right to cancel a home solicitation contract for $25 or more at any time prior to midnight of the third business day after the date of the transaction. This act covers door-to-door sales, as well as, telephone and internet.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Tips for Successful Mother’s Day Shopping

5/7/2012

Posted on 5/7/2012 by

It’s almost Mother’s Day! Whether you are ordering flowers, shopping for custom jewelry, or arranging for a special spa day appointment for the wonderful women in your life, be a smart consumer. BBB sees lots of scams that focus on holiday shopping, and is warning consumers to proceed with caution before falling victim to a Mother’s Day vender scam, especially when shopping online.

“BBB urges consumers to take extra precaution with placing floral orders, especially online,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “Not all online florists are the same”. While some people are extremely happy with their online floral purchases, others find themselves disappointed when the flowers don’t arrive on time, or don’t arrive at all. In 2011, more than 96,000 consumers searched for trustworthy florists on www.bbb.org. Most major floral delivery services are BBB Accredited Businesses, as are more than 500 local florists across the U.S. and Canada.

When finalizing gifts and shopping online, BBB recommends adhering to the following:

Do your homework. Before ordering flowers, jewelry or any other gifts for Mother’s Day, check out the company’s BBB Business Review at www.bbb.org. This is a great way to help prevent disappointment with the product or customer service.

Allow time for shipping and delivery. Check with the retailer or website to be certain that you have allowed enough time for delivery. Make sure that this date is specified clearly and guaranteed when you order. If you order ahead of time, delivery and other charges will be less than last-minute or overnight shipping. Some florists offer discounts for deliveries a couple of days before a major holiday, since that helps them deal with the rush.

Have a back-up plan. Make sure you understand the store's guarantee. Find out how customer complaints are handled and what recourse you will have if the arrangement is not satisfactory. It’s best to use a credit card when ordering online, because you can dispute charges if the vendor doesn’t come through. Charges made on a debit card are the same as cash and you have no recourse through your bank if there is a problem.

Make sure the business has your information. When it comes to flower delivery, there are times when delivery instructions need to be confirmed or a delivery driver needs additional directions. Making sure the florist has a call-back phone number or your cell phone to help them make sure your mom gets what you expect.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Invites Community to Take Part in a Coast-to-Coast “Secure Your ID” Day - Rain or Shine!

4/17/2012

Posted on 4/17/2012 by

April 17, 2012 – Roanoke, VA – Better Business Bureau (BBB) invites the Community to BBB “Secure Your ID” Day Saturday, April 21, 2012 at the Salem Civic Center, Front Parking Lot. If you don’t need it, dispose of it…responsibly. Residents and small businesses are encouraged to attend this free community service event and take a key step in identity protection by shredding and properly disposing of their sensitive documents. BBB staff will be on-site to provide advice and tips for identity theft protection.

BBB Secure Your ID Day Details

Who: Better Business Bureau Serving Western Virginia with partners WSLS News Channel 10, CINTAS Document Management, Blue Ridge Copier, and the Salem Civic Center.

What: Free, on-the-spot document shredding

When: Saturday, April 21, 2012 from 8:00 a.m. to 11:00 a.m.

Where: Salem Civic Center, Front Parking Lot - Rain or Shine

Thank You to our Sponsors for making this event possible.

Bring up to three boxes or bags of documents to be shredded. Documents to be shredded should be removed from binders, but staples, paper clips, CDs and floppy discs are okay to be shredded.

When looking through your documents to be shredded, BBB recommends considering a few tips before deciding what goes and what stays.

Identity theft touched the lives of more than 8.1 million adult victims in 2010. According to a report from Javelin Strategy and Research, that theft resulted in the loss of $37 billion dollars. BBB is advising consumers and small businesses alike to know which personal documents should be shredded and which documents should be kept.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Itinerant Contractors Combing Neighborhoods

4/16/2012

Posted on 4/16/2012 by

April 16, 2012 – Roanoke, VA – Ah, spring - time for home improvement projects and spring cleaning. Whether you are looking to have your driveway sealed, windows replaced, new siding installed, or a new roof, it's always important to find a contractor that you can trust.

"Spring is a popular time for home improvements – and for door-to-door scammers,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “Itinerant contractors move around, often without the proper licensing, and leaving behind angry home owners.” According to consumer calls, less than a day after storms pummeled homes and businesses in our service area earlier this month, itinerant contractors descended on damaged neighborhoods in attempts to get desperate homeowners to hire them for cleanup and repair services.

Be especially wary of doing business with a contractor who solicits business door-to-door. This could mean that the contractor is not from a local, established business and is instead just passing through and trying to scam innocent consumers. The BBB recommends that consumers ask contractors for local references and check with those customers to see whether they were satisfied with the work. If possible, inspect completed projects as well. If customers are pleased with the jobs, they’ll probably be proud to show off the results.

The BBB has the following tips for hiring contractors:

· Be cautious of door-to-door salespeople who use high-pressure sales tactics.

· Seek at least three bids from prospective contractors based on the same specifications, materials and labor needed to complete the project. Homeowners should discuss bids in detail with each contractor and ask questions about variations in pricing. The lowest-priced contractor may not be the best.

· Consumers should ask whether the company is insured against claims covering workers’ compensation, property damage and personal liability in case of accidents. Consumers should obtain the name of the insurance carrier and call to verify coverage.

· Ask whether the contractor meets licensing and bonding requirements set by the state, county or city.

· Check with local authorities to find out whether permits are needed before proceeding with the work. The contractor also should be aware of any required permits.

· Ask whether the contractor will provide a lien waiver upon completion of the job. A lien waiver is a statement by the contractor that all suppliers and subcontractors have been paid for their work.

· Read and understand the contract before signing. Get any verbal promises in writing. Include start and completion dates in the contract.

· Remember the rule of thirds. Pay one third at the start of the project, one third when work is 50 percent completed and one third after completion.

· To obtain a list of trusted paving companies, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org to request a quote from these companies.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB ALERT - BEWARE OF STORM CHASERS

3/27/2012

Posted on 3/27/2012 by

March 27, 2012 – Roanoke, VA – Better Business Bureau is warning local residents affected by the recent storms to beware of storm chasers and out-of-town contractors soliciting business.

It is not uncommon for out-of-town storm chasers to solicit business after storms like the ones we had this past weekend. Storm chasers may not have proper licensure and may offer quick fixes or make big promises to which they won’t deliver.

BBB offers the following tips for storm victims:

Check to see that your contractor is properly licensed and is registered with Virginia DPOR, 804-367-8500.
Many municipalities require a solicitation permit if sales people go do-to-door. Verify that they have to have a permit by contacting your local Township or Municipality. BBB suggests consumers be pro-active in selecting a contractor and not re-active to sales calls on the phone or door-to-door sales pitches.
While most roofing contractors abide by the law, be careful allowing someone you do not know inspect your roof. An unethical contractor may actually create damage to get work.
Try to get at least 3-4 quotes from contractors, and insist that payments be made to the company, not an individual.
Do not pay for the job in advance. Be wary of any contractor who demands full or half payment upfront.
Resist high-pressure sales tactics such as the “good deal” you’ll get only if you hire the contractor on the spot.
Get a written contract that specifies the price, the work to be done, the amount of liability insurance coverage maintained by the contractor, and a time frame. Require a copy of their current certificate of insurance.
Pay by credit card, if possible; you may have additional protection if there’s a problem.
Check that the contractor’s vehicle has signs or markings on it with the business name, phone number and has your state’s license plates.

BBB is seeing out of state contractors setting up shop in the area trying to capture construction work caused by the storms. BBB is warning the area contractors to beware of storm chasers who are willing to pay local construction companies substantial amounts of money to use a local company’s established name, reputation and phone so they can masquerade as a local business.

We have seen this happen in other areas of the country. After doing repairs paid by insurance companies, the out-of-state contractors left the area. Many contractors who agreed to let these storm chasers use their name regret their decision once they were left holding the bag of unsatisfied customers due to bad workmanship and/or unfulfilled warranties.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Alert --- Scammers Target Local Businesses Using Local Media and Race for the Cure

3/23/2012

Posted on 3/23/2012 by

March 23, 2012 – Roanoke, VA The BBB in Western VA is urging businesses to be aware of a phone scam circulating in our area.

A caller by the name of Harold Mason is dialing local businesses and claiming to represent "Sunny-FM" in an attempt to sell sponsorships (in the form of radio ads) to raise money for the Susan G. Komen Race for the Cure. The caller is not affiliated with Sunny FM or Clear Channel Communications.

The caller is actually representing Clear Media Accounting, based in Chicago, IL. The company has an F Rating with the BBB in Chicago for failing to respond to a complaint.

Clear Channel informed the BBB that they are aware of this scam, and know of a local business who was victimized by this scam several months ago after paying up front for a radio spot that never aired.

Victims in other areas of the country report that red flags were raised when the company refused to provide them with an advance copy of the spot.

A simple Google search of this company revealed that they may be scamming people across the country, using various non-profit events and local radio stations to scam businesses out of their money.

If you receive a similar call, make sure to verify the legitimacy of the offer by contacting Sarah Leftwich at Clear Channel Communications by calling 540.725.1220

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Text Messages Offer ‘Free’ Wal-Mart Gift Card

3/21/2012

Posted on 3/21/2012 by

March 21, 2012 – Roanoke, VA - Have you received a text message offering you a free Wal-Mart gift card? BBB serving Western VA has a warning that the Wal-Mart gift card text message is a smishing scam.

The text message says - “Wal-Mart $1000 gift card for the first 1000 users to go to LINK REMOVED and enter code 2938.”

Smishing is a relatively new twist on an old scam that capitalizes on the explosive growth in smart phones. A smishing scam is a phishing scam that is sent to you via SMS text to your phone, instead of via email to your computer.

"This smishing scam is using Wal-Mart’s name and popularity in an effort to convince consumers of its validity," said Julie Wheeler, President and CEO of BBB Serving Western VA. “The link you are instructed to click asks for personal information that could be used to steal your identity."

Wal-Mart has posted an alert on their website about the gift card scam at http://walmartstores.com/PrivacySecurity/10840.aspx?p=9620

See a screen shot of a scam message here.

If you receive similar texts or emails, the BBB has this advice:

· Discuss smishing scams with all members of your family who have cell phones, from the youngest to the oldest.

· Do not click on links in text messages or emails offering prizes or ‘free’ products or trial offers.

· Delete any texts or emails that claim you have won a prize or are eligible for a free product.

· Do not provide personal information to claim ‘prizes’ or to sign up for free trials.

· Check your bank statements and credit cards on a regular basis for unauthorized charges.

· Check your and your children’s credit reports with all three credit bureaus annually for any unauthorized credit accounts that have been opened using your social security numbers. You can get a free credit report at www.annualcreditreport.com

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Personal Service Missing From Personally Yours

3/8/2012

Posted on 3/8/2012 by

BBB Serving Western VA is alerting consumers in our service area of a Las Vegas company Personally Yours, who, according to 123 complainants, charged consumers for personalized clothing and failed to deliver the product on time, or in some cases, at all.

In some responses to BBB complaints, the company apologizes for delays and explains they are a small company with the goal to deliver orders within 7-10 business days. Consumers complain of difficulty contacting the company after not receiving their orders in the specified time period.

In June 2011, the company posted a disclaimer on their website, http://www.allpersonallyyours.com/info.html, apologizing for the delayed orders due to a high volume of sales during the Holiday Season. Since the disclaimer was posted, BBB has received more than 80 complaints referencing delivery issues, and closed more than 30 complaints as “unanswered.” The following is a link to the company’s BBB Business Review, http://www.bbb.org/southern-nevada/business-reviews/gift-shops/personally-yours-in-las-vegas-nv-90004997?language=1; the business has an ‘F’ rating.

“When making online purchases, the best recourse consumers have is to pay by credit card,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “In the event of fraud, non-delivery, or non-communication with a business, consumers can dispute charges with their credit card company.”

The company's 800 number and one of their local phone numbers are no longer in service. To date, BBB continues to receive a high volume of complaints regarding failed delivery issues.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advice to Avoid Common Wedding Day Scams

3/7/2012

Posted on 3/7/2012 by

BBB Advice to Avoid Common Wedding Day Scams

March 6, 2012 – Roanoke, VA – Love is in the air as many couples prepare for their long-awaited wedding day this summer. When preparing for a wedding, BBB Serving Western VA advises people to proceed with caution when it comes to buying a wedding dress online, choosing a photographer and selecting a wedding planner. Doing so will help you ensure the big day goes off without a hitch.

“Asking for referrals and doing a little research can help ensure your special day goes smoothly,” Last year alone, the BBB received more than 970 complaints against wedding-related businesses. Services like wedding planners, bridal shops, car or limousine rentals, DJs, wedding photographers, florists, and jewelers all made the list. Many of the common complaints were centered on the company’s unwillingness to honor cancellation and refund policies after a deposit had been paid.

From choosing a florist to picking out the perfect wedding gown, more and more couples are opting for online retailers. While most venues have the brides’ best interest at heart, it’s important to recognize the danger signs before shelling out the cash to unreliable businesses.

“With the cost of today’s wedding averaging around $28,000, you want to make sure you get everything you pay for,” said Julie Wheeler, President and CEO of the BBB Serving Western VA. “Before securing your wedding vendors and paying any upfront fees it’s important to do your homework.”

The BBB recommends couples consider the following when planning for their special day:

· Start with referrals. Seek recommendations from friends and family for businesses providing the products and services you need for the big day. Ask to see the products or pictures if possible.

· Research online vendors. Many are opting to buy from online retailers due to convenience. When choosing an online retailer, start with a trusted site rather than relying on the results of a search engine. Check out vendors, whether online or not, by visiting www.bbb.org or calling 800-533-5501.

Don’t be afraid to be frugal. Set a wedding budget, and stick to it. Don’t be afraid to negotiate with vendors and don’t be pressured into purchasing more than you can afford.

· Get it in writing. Get a detailed written contract for everything; don’t rely on verbal promises. Contracts should include sizes, colors, product descriptions, prices and delivery dates. Cancellation policies should also be included.

· Beware of deeply discounted wedding gowns. Several online companies offer bridal gowns at extremely low prices, but beware of offers seeming too good to be true. Many of these dresses are advertised as authentic designer dresses, but are actually poorly-made replicas.

· Use restraint at wedding expos. Wedding shows are a great way to learn about trends and options, but don’t let the show’s glamour and excitement allow you to make hasty decisions or commit to a vendor on-the-spot.

· Consider wedding insurance. Wedding insurance can cover a range of possible problems, including vendor no-shows, cancellations, inclement weather, military deployment, medical emergencies, travel delays and more.

· Get confirmation. Confirm all services one or two weeks prior to the event and verify all of the details agreed upon to prevent unpleasant surprises on your wedding day.

· Make purchases with credit cards. Credit cards offer added protection in the event of a problem.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Commends Savvy Consumers: Complaints Down, But Huge Jump in Inquiries Means Shoppers Are Doing Their Homework

3/7/2012

Posted on 3/7/2012 by

March 7, 2012 – Roanoke, VA – Consumers asked BBB for help more than 103 million times in 2011, up from 87 million in 2010 and the highest rate in the organization’s 100-year history. Conversely, filings of formal complaints against businesses were down across the U.S. and Canada; 927,000 in 2011 compared to just over one million in 2010.

“Smart shopping and common sense all played a part in the reduction of complaint activity”, said Julie Wheeler, President and CEO of BBB Serving Western VA. “When savvy consumers come to us first for information about businesses, they are much less likely to need our dispute resolution services later.”

BBB maintains Business Reviews on more than 4 million businesses and grades them based on complaint histories, responsiveness to customers, licensing, legal and government action, and other factors. 400,000 are Accredited Businesses that meet the BBB Code of Business Practices, www.bbb.org/us/bbb-accreditation-standards/, and are permitted to display the BBB logo in their advertising and place of business.

Industry	2011 Total Inquiries	Rank by number of Inquiries¹	Percentage Change over 2010
Roofing Contractors	3,343,214	1	38.8%
Contractors – General	2,232,022	2	71.4%
Auto Dealers – Used Cars	1,606,226	3	40.6%
Auto Repair & Service	1,581,440	4	63.8%
Plumbers	1,524,559	5	49.9%
Auto Dealers – New Cars	1,517,950	6	26%
Mortgage Brokers	1,471,565	7	14.5%
Construction & Remodeling Services	1,293,423	8	36.4%
Heating & Air Conditioning	1,227,787	9	19.4%
Movers	1,205,158	10	3.3%

¹ Inquiry rank is out of 4,790 industry categories

These numbers were not surprising. “Overall, people tend to do more research on big-ticket items,” noted Wheeler. “We get most of our inquiries on our website, www.bbb.org, which gets more than six million visitors a month.”

Complaints are formal procedures that consumers file against a particular business when they have a problem they cannot resolve on their own. Every complaint is examined by an investigator at the local BBB where the business is located, and the company is given 30 days to respond. About 95% of complaints to BBBs are resolved at this level; the rest go to mediation or arbitration. BBB has trained mediators and arbitrators in every state and province in North America.

Industry	2011 Total Complaints	Rank by number of Complaints¹	Percentage Change over 2010	Percentage of Resolved Complaints ²
Cellular Telephone Service & Equipment	38,420	1	40.8%	96.1%
Auto Dealers – New Cars	25,983	2	5.2%	87.8%
Television – Cable, CATV & Satellite	25,518	3	-17.6%	97.8%
Collection Agencies	18,090	4	13.9%	83.1%
Auto Dealers – Used Cars	16,264	5	12%	72.9%
Banks	15,989	6	-29.4%	97.5%
Telephone Companies	15,691	7	65.2%	96.3%
Furniture – Retail	14,521	8	11.5%	75.3%
Auto Repair & Service	14,490	9	10%	66.7%
Internet Shopping	12,877	10	-.6%	71.9%

¹ Complaint rank is out of 4,790 industry categories

²Average resolution rate across all industries for 2011 was 76.3 percent

The industries receiving the most complaints are not too surprising, these are goods and services almost all consumers use. Even though the volume of complaints is high, the actual rate of complaints is relatively low; companies in these industries also tend to resolve complaints at a higher rate.

Some industries saw big improvements over the past year. Complaints about health and medical products fell 61%, vitamins and food supplements fell 49%, satellite equipment and supplies fell 46%, vacation certificates and vouchers fell 45%, complaints about small business loans were down 38%, extended warranty contract service companies down 38%, buying clubs down 35%, loans were down 35%, complaints about mortgage brokers fell 31%, and banks fell 30%.*

There were quite a few industries with big increases in complaints, but one industry stood out more than any other: payday loan companies had 159% more complaints than in 2010. Other industries with an increase in complaints: book publishers rose 72%; cellular telephone equipment/supplies up 64%, and telephone companies up 64%; electronic equipment repair and service rose 54%; florists complaints rose 52%; travel clubs were up 48%; general merchandise retail increased 46%; insurance services rose 43%; and skin care rose 41%.*

* The most improved/declined industries were those with the highest percentage changes in complaints from 2010 to 2011 for those industries with at least 1,000 complaints in 2011. All of those noted are in the top 200 industry categories that BBB tracks.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB NAME USED IN PUBLISHER’S CLEARING HOUSE SCAM

1/27/2012

Posted on 1/27/2012 by

BBB Serving Western Virginia issues alert regarding the use of the Better Business Bureau name and Publisher’s Clearing House. Consumers are contacting BBB advising they are receiving calls from a Mr. James Anderson who claims to work for the Better Business Bureau.

Mr. Anderson alleged he was calling about an investigation BBB was doing on the award Publisher’s Clearing House presents to consumers. The telephone number he provides is 876-479-7387. He advises consumers they have won an award and need to send $199 in order to receive the award.

BBB warns consumers this is a scam and one of several we have seen using the Publisher’s Clearing House name. The Atlanta BBB called the telephone number provided and were told they were the “BBB.” When the BBB inquired where they were located they said Washington, D.C. As the BBB pressed for more information, they disconnected the call.

Consumers should be aware that area code 876 is in Jamaica where many scams originate today and calling an 876 number will result in expensive international call rates.

Federal law dictates that no money has to be paid in order to win a prize. Also, the Better Business Bureau would never be involved in such a promotion or call consumers regarding pending investigations. All correspondence from BBB regarding any complaint is sent via email or mail and would never request you call a telephone number out of the country or ask for money.

If you should receive any emails from Publisher’s Clearing House indicating you have won a prize, but need to send money, don’t! Contact Publisher’s Clearing House directly for information at 1-800-459-4724, Monday - Friday 8:30 a.m. to 8:30 p.m. EST, or visit their website at http://www.pch.com.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

New Year’s Resolution: Lose Weight not Money

1/9/2012

Posted on 1/9/2012 by

Losing weight is one of the most common New Year’s resolutions after the gluttony of the holiday season. If you’re pledging to lose some pounds this year by joining a gym, Better Business Bureau recommends asking ten questions before signing on the dotted line.

Each New Year millions of consumers crowd into gyms armed with willpower and personal goals toward healthier, more active lifestyles. While it’s exciting to gear up towards a goal, it’s also important to treat this decision like any other major purchase. To date, BBB has received more than 6,600 complaints against gyms ranging everywhere from billing and collection issues to overall contract issues.

“Health clubs in Virginia operate under very specific regulations governed by Virginia Department of Agriculture and Consumer Services,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “Be familiar with those rules before committing to a contract.” You may check on the registration status of a particular health club by contacting the Office of Consumer Affairs at 800-552-9963. To read details of the Virginia Health Spa Act (Virginia Code Sections 59.1-294 - 310) requirements, go to http://www.vdacs.virginia.gov/consumers/f-healthspas.shtml.

Joining a health club can be a major purchase, so first check out www.bbb.org/search to see how your club rates. BBB also recommends asking the gym and yourself the following questions before signing up for a membership:

Five questions to ask the gym:

What are the terms of any introductory offers? Gyms often use special introductory offers to lure in new members. Just make sure you understand the terms and what the price will be once the introductory period is over.

Will my membership renew automatically? Many times people who joined a gym didn’t realize that their contract would renew automatically and that they would have to take specific steps to cancel their contract.

How can I get out of my contract? Getting out of a gym contract isn’t always as easy as getting into one, so make sure you understand what steps you would need to take to cancel your membership.

What happens if I move? Gyms have any number of different policies when it comes to how moving will affect your membership. It might depend on how far away you’re moving and if they have other locations nearby.

What happens if they go out of business? Ask the gym to explain what will happen to your money if they suddenly go out of business.

Five questions to ask yourself when looking at potential gyms/health clubs:

What are my fitness goals? Determining your fitness goals in advance will help you select a facility that is most appropriate for you. If you have a serious health condition, consult with a medical professional when setting your fitness goals.

Is this location convenient? If the gym is across town, you’ll be less likely to work out. Choose a fitness club that is convenient to work or home so the location is not a deterrent to getting exercise.

Can I really afford this every month? Monthly gym fees add up and, after any introductory periods are over, the price could jump higher than your budget can handle. Do the math before you join and make sure you can afford a gym membership.

Am I feeling pressured to join? Do not give in to high-pressure sales tactics to join right away. A reputable gym will give you enough time to read the contract thoroughly, tour the facilities, and make an informed decision.

Did I get everything in writing? Read the contract carefully and make sure that all verbal promises made by the salesperson are in writing. What matters is the document you sign, so don’t just take a salesperson’s word for it.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Fake Checks! Fake Jobs! Fake Grandchildren, too? 2011 Top Fakes and 10 Ways to Avoid Them in 2012!

1/6/2012

Posted on 1/6/2012 by

BBB investigates thousands of scams every year, from the latest gimmicks to schemes as old as the hills. Job hunters and those struggling to get out of debt were common targets in this tough economy. The good news? BBB Serving Western VA has helped hundreds of consumers avoid the pitfalls of misleading, “too good to be true” offers.

We’ve divided scams into ten major categories which affected consumers in western Virginia in 2011 and picked the top scam in each, plus our Scam of the Year.

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. Even if you receive a check to cover the fees, don’t cash the check – it’s counterfeit, will ‘bounce’ and you will be responsible for repaying the money and any overdraft fees to your bank. 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 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 organizations. 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 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!

Timeshare Resell Scams

If you own a vacation timeshare be cautious of bogus resale companies who take advantage of anxious sellers in an overcrowded market. Numerous calls were received from consumers who paid thousands of dollars in upfront fees to companies that claimed they could resell their timeshare. Unscrupulous companies typically contact you by phone or mail; the salesperson may claim that the market is "hot" for resales. For an advance fee, some salespeople promise to sell your timeshare for a price equal to or greater than your purchase price. They may claim to have a list of sales agents and potential buyers. Too often BBB was contacted by consumers who stated since paying the upfront fee, they had been unable to reach the company because the phone numbers were disconnected. Never agree to services over the phone; never wire money or send payment prior to receiving all promises in writing and checking the company out thoroughly.

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 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.

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 to “verify” you account information, or it may download malware to infiltrate your computer.

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. Itinerant air duct cleaners continue to be one of the most prevalent home improvement scammers that descend on our area usually in spring and again in fall. These out-of-state scammers run ads locally offering a low price on air duct cleaning that can seem like a great deal. Consumers need to beware of air duct cleaning businesses that employ bait and switch tactics or try to scare the homeowner into thinking they have a serious health-threatening mold problem. 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 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.

Grandparent Scam

Typically, the grandparent receives a frantic phone call which they are led to believe is their grandchild. A scammer, posing as their grandchild, explains that he or she has gotten into trouble and needs their help. The “grandchild” might claim he or she caused a car accident or was arrested for drug possession. Victims often are also contacted by someone claiming to be a police officer or lawyer representing the grandchild in court. The “grandchild” pleads to the grandparents to not tell his or her parents and asks that they wire thousands of dollars for reasons including posting bail, repairing the grandchild’s car, covering lawyer’s fees or even paying hospital bills for a person the grandchild injured in a car accident. Fortunately this is an easy scam to avoid as long as you don’t let your emotions get the best of you. BBB advises seniors to confirm the status of the individual by calling them directly or verifying the story with other family members before taking any further action.

Scam of the Year

Yep, it’s us – the BBB phishing scam. Nationwide, 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.

If you fell victim to a scam in 2011, here's a 'To Do' that will help you avoid being a victim in 2012.

Entering the New Year as a savvy consumer is more important than ever as many look for new ways to spend money wisely. The BBB Serving Western Virginia offers consumers ten New Year’s resolutions to avoid scams, prevent identity theft and save money in 2012.

“Being a savvy consumer is ultimately about using money wisely,” said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “Researching businesses before you make a purchase and avoiding scammers should be among everyone’s resolutions this year.”

BBB Serving Western Virginia recommends the following New Year’s resolutions to be a savvy consumer in 2012:

1. Be your own best protector. Even with laws and consumer protection agencies, consumers should guard themselves by being cautious of high pressure sales or investment offers. Check out a business with your BBB before signing anything or paying money up front. Also, make sure to read the fine print!

Fake Checks! Fake Jobs! Fake Grandchildren, too? 2011 Top Fakes and 10 Ways to Avoid Them in 2012!

1/6/2012

Posted on 1/6/2012 by

We’ve divided scams into ten major categories which affected consumers in western Virginia in 2011 and picked the top scam in each, plus our Scam of the Year.

Top Sweepstakes and Lottery Scam

Top Financial Scam

Top Job Scam

Timeshare Resell Scams

Top Identity Theft Scam

Top Check Cashing Scam

Phishing Scam

Top Home Improvement Scam

Top Social Media/Online Dating Scam

Grandparent Scam

Scam of the Year

Yep, it’s us – the BBB phishing scam. Nationwide, 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.

If you fell victim to a scam in 2011, here's a 'Check List' that will help you avoid making the same mistake in 2012.

Entering the New Year as a savvy consumer is more important than ever as many look for new ways to spend money wisely. The BBB Serving Western Virginia offers consumers ten New Year’s resolutions to avoid scams, prevent identity theft and save money in 2012.

“Being a savvy consumer is ultimately about using money wisely,” said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “Researching businesses before you make a purchase and avoiding scammers should be among everyone’s resolutions this year.”

BBB Serving Western Virginia recommends the following New Year’s resolutions to be a savvy consumer in 2012:

1. Be your own best protector. Even with laws and consumer protection agencies, consumers should guard themselves by being cautious of high pressure sales or investment offers. Check out a business with your BBB before signing anything or paying money up front. Also, make sure to read the fine print!

BBB Serving Western VA Advises: Be A Savvy Consumer in 2012

1/6/2012

Posted on 1/6/2012 by

Entering the New Year as a savvy consumer is more important than ever as many look for new ways to spend money wisely. The BBB Serving Western Virginia offers consumers ten New Year’s resolutions to avoid scams, prevent identity theft and save money in 2012.

“Being a savvy consumer is ultimately about using money wisely,” said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “Researching businesses before you make a purchase and avoiding scammers should be among everyone’s resolutions this year.”

BBB Serving Western Virginia recommends the following New Year’s resolutions to be a savvy consumer in 2012:

1. Be your own best protector. Even with laws and consumer protection agencies, consumers should guard themselves by being cautious of high pressure sales or investment offers. Check out a business with your BBB before signing anything or paying money up front. Also, make sure to read the fine print!

BBB Serving Western VA Names Top Area Scams of 2011

1/6/2012

Posted on 1/6/2012 by

We’ve divided scams into ten major categories which affected consumers in western Virginia in 2011 and picked the top scam in each, plus our Scam of the Year.

Top Sweepstakes and Lottery Scam

Top Financial Scam

Top Job Scam

Timeshare Resell Scams

Top Identity Theft Scam

Top Check Cashing Scam

Phishing Scam

Top Home Improvement Scam

Top Social Media/Online Dating Scam

Grandparent Scam

Scam of the Year

For more information on these and other scams contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Better Business Bureau Elects 2012 Board of Directors

1/5/2012

Posted on 1/5/2012 by

Dale Lee has been elected Chair of the Board of Directors of the Better Business Bureau Serving Western Virginia. Ms. Lee has served on the BBB Board of Directors since 2006. Ms. Lee is the Vice President & Corporate Secretary of RGC Resources, Inc., which is the holding company for Roanoke Gas Company. She joined the firm as Director of Rates & Regulatory Affairs in 1998 and has been serving in her current position since 2002. Ms. Lee holds a Bachelor’s degree in Mathematics from Roanoke College as well as an M.S. degree in Mathematics and an M.B.A in Business Management from Radford University. Ms. Lee resides in Salem with her husband, Bob.

The following officers and board members were also elected:

Officers

Dale Lee, Chair, RGC Resources, Inc.

Steve Hoover, Vice Chair MKB, REALTORS

John S. Aldridge, Secretary Brown, Edwards & Company, L.L.P.

Michael R. Bell, Treasurer Anderson & Reed, LLP

Andrew Kelderhouse, Past Chair Fralin & Waldron, Inc.

Legal Counsel

Kevin P. Oddo, Legal Counsel

LeClairRyan, A Professional Corporation

New Board Members

Burt Claxton, The Natural Hot Tub Co.

David Duncan, Duncan Automotive Network

Jeffrey Marks, WDBJ7

Matt Prescott, Prescott Construction

R.J. Redstrom, HCA Lewis Gale Regional Health System

Continuing Board Members

Penny Burch, Magic City Motor Corporation

Liz Frankl, Frankl Creative Group, Inc.

Samuel R. Hampton, Cox Business Services

Mike Levan, Virginia Building Services of Roanoke, Inc.

Gordon G. Miller, III, G3 Systems, Inc.

Charles Overstreet, Northwest True Value

Martin S. Pruitt, Cornerstone Builders, Inc.

C. Michael Shannon, Friendship Retirement Community

Morris Turner, First Citizens Bank

Winky Vaughan, National Pools of Roanoke, Inc..

It’s Still Out There! BBB Updates Advice for Recipients of Phishing Email

12/16/2011

Posted on 12/16/2011 by

An email scam using the Better Business Bureau’s name and logo continues to proliferate across North America, and even to some overseas addresses. “Most of the emails carry the famous BBB torch logo and come with the subject line “Complaint from your customers,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “The emails have a link or an attachment containing malicious phishing malware that steals information, often with devastating results.”

Larry Andrus is a member of the board of directors of BBB Western Michigan and also the CEO of Trivalent Group, Inc., a BBB Accredited Business that helps its clients manage, access, protect, and store their data. One of his firm’s clients opened the affected attachment, which launched malware that quickly found the accounting office’s computers, accessed bank numbers and passwords, and nearly completed a fund transfer from the company’s account.

“We had to completely wipe the computers in order to contain the damage to our client,” said Dawn Simpson, Trivalent’s vice president of marketing and business development.

Because of experiences such as this one, BBB has updated its advice and recommends the following to anyone who receives the email:

· Do not to open any attachments

· Do not click on any links

· Delete the email from your inbox, and then delete it again from your trash or recycling folder

· Run a full system scan using reputable virus software

Previously, BBB had recommended running a full system scan only if the recipient had clicked on the link or opened the attachment. But due to the virulent nature of the virus, the new recommendation is for everyone who receives it to do the scan. In offices or homes that are networked, all computers should be scanned.

Chris Garver, Chief Information Officer at the Council of Better Business Bureaus, recommends that all domain owners set up a sender policy framework (SPF) and set their spam filter to use it. “Using the SPF standard helps fight spam and phishing attacks by allowing your email servers to verify whether an email is legitimate…or not,” he says.

Microsoft offers a simple, four-step process for setting up an SPF: www.microsoft.com/mscorp/safety/content/technologies/senderid/wizard/

If you receive an email saying your business has a complaint filed against it with BBB, there are several things you can do to authenticate it:

· Look for typos, grammatical errors, etc. in the text that could indicate it originated overseas.

· Check to see who it says it is from. Complaints go out from the local BBBs, not from the headquarter’s office.

· Hover your mouse over the link to see if its destination is really a bbb.org address.

· Copy and paste the link into Notepad (not Word). Notepad does not support html, so if the link is a fake bbb.org address, the real link will show up.

· If you still are not sure, go to www.bbb.org to find your local BBB, and send them a new email to ask if you have a complaint (do not Reply to the email you received, or forward it to them). They have been swamped with requests, so you may not hear back immediately.

BBB is working with federal law enforcement agencies to identify the perpetrator of this fraud, and is also looking into other measures it can take to help prevent future phishing scams from spreading.

Tips for Happy Holiday Returns, Refunds, and Exchanges

12/15/2011

Posted on 12/15/2011 by

The BBB Serving Western Virginia reminds shoppers to know their return rights before making a purchase. As we scour the shelves or web sites for that perfect gift, we all hope our efforts will be appreciated. If not, many of us assume that our present can always be returned to the store for a quick refund or easy exchange. Assume otherwise! A store is not legally required to accept items for refund, exchange, or credit unless the merchandise is defective or was misrepresented. Keep in mind some stores give refunds; some issue store credits only; some consider all sales final.

“It’s always better to ask, than to assume.” said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “Ask the store about its return policy; can a customer obtain a refund, a store credit, or exchange unwanted merchandise?”

The BBB urges consumers to follow this simple checklist when purchasing gifts; following these tips will help you keep your holiday spirit just a little bit longer!

Ask for a gift receipt and enclose it with the present. Also, don’t remove electronics or similar products from their boxes before wrapping as the original packaging may be required for a return.

Do not assume the regular return policy applies to sales or clearance items. Some merchants consider sales items to be final, so ask.

Some merchants charge a restocking or “open box” fee for returns of electronic products or large-ticket items. Ask if that is their policy.

Look for a posted return policy when shopping online. If returns are permitted, ask what procedures and timeframe need to be followed.

If you are the gift-recipient, do not assume you have the right to return or exchange an unwanted present. Like the shopper, you are bound by the merchant’s return policy. Health regulations, which can prohibit the return of hats and intimate apparel, also apply.

To help ensure a positive outcome, save your gift receipt. Keep the item in its original packaging and remember those restocking and “open box” charges.

Don’t wait too long to return the item. You don’t have to brave the crowds the day after Christmas; pick a time when the store is not likely to be crowded and be polite when talking to customer service. If you are a regular customer, or have a store credit account, mention that fact as you discuss your return options. Merchants are usually willing to accommodate loyal customers.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org.

BBB Advises to Check Privacy Policy on "Dear Santa" Websites

11/29/2011

Posted on 11/29/2011 by

More than 60 domain names have been registered in the name of Santa Claus, offering children a wide range of opportunities to email St. Nick. Sadly, some of the websites aren’t always so trustworthy and can potentially be a dangerous way to share personal information. Better Business Bureau is advising parents to do their homework before letting their child write to Santa this holiday season.

“Writing to Santa has been a long lasting tradition”, said Julie Wheeler, President and CEO of BBB Serving Western VA. “While it seems innocent and fun, it is very important for adults to carefully review the site to determine who is seeking the information, how it will be used and whether it will be shared with third parties”.

According to the Children’s Advertising Review Unit (CARU), all websites directed to children – or websites designed with a special children’s section – should have a privacy policy that explains the site’s information collection practices. The privacy policy should include the name of the company and the company’s complete contact information.

It should also state whether the company shares information with third parties, including advertisers, and whether the company publically discloses the information or retains the information for any future purpose.

CARU offers the following ‘Dear Santa’ site review tips:

Check to see what they want you to hand over. Websites directed to children should not ask a child to disclose more information than is reasonably necessary to participate in the activity – a first name and email address, for instance.

Limit the personal information children share with Santa and omit physical addresses. In many cases, there really shouldn’t be a need to share this information. Especially since Santa already knows where all the children live.

Check websites for unwelcome content. Some sites are geared toward adults and may contain language or advertising adults may not want children to see.

Check the links. Since hyperlinks can allow children to move seamlessly from one site to another, investigate the hyperlinks to assure children don’t access inappropriate content.

For more information on website safety and children, please visit CARU at www.CARU.org and for more information you can trust, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org.

How You Give is Just as Important as What You Give, Give Wisely this Holiday Season

11/22/2011

Posted on 11/22/2011 by

November 23, 2011 – Roanoke, VA – Because of technology and the creativity of charities, there are many different ways that donors can give to a worthy cause. Whether you’re giving money, canned goods, used items or your time, BBB Wise Giving Alliance reminds donors that how you give is just as important as what you give.

According to the Giving USA Foundation, total estimated charitable giving in the United States rose 3.8 percent in 2010 (2.1 percent adjusted for inflation). The increase reflects the continued determination of every American to support charitable organizations even during challenging economic times.

“Despite the downturn in the economy, people are still looking for creative or small ways that they can give back and support those who are even less fortunate over the holidays,” said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “However you decide to give, it’s important to stop and take the time to research the charity thoroughly to make sure that your dollar stretches the farthest it can in this tough economy.”

BBB Wise Giving Alliance offers the following five common ways that people donate to charities over the holidays and a few things to consider:

Give items. Many organizations solicit for donations over the holidays including coats, toys, and canned goods. Whatever you’re donating, make sure the items are of good condition and that the recipient charity is accepting such items to help further its cause.

Give when you shop. Many charities have had great success partnering with businesses that agree to donate some amount of the purchase price from sales of items to a worthy cause. This type of cause-related marketing means that you can help while you shop. Check if the promotion identifies the actual or anticipated amount of the purchase price the charity will receive. Also some businesses, like grocery stores, ask if you want to donate to a charity and have that amount added to your receipt (also called embedded giving). See if the embedded promotion states which specific charity will receive the collected funds.

Give online. Giving online with a credit or debit card is among the most efficient ways to support a charity. Before you enter in your numbers, give the website a thorough review, look for the organization’s privacy policy, and verify if the organization has appropriate security measures in place to protect such transactions.

Give through text messaging. The option to give via text message took off in the wake of the disastrous earthquake in Haiti. After texting a message to a number, the donation is tacked on to your cell phone bill. While donating via text is fast and easy for the donor, the actual money can take 60 – 90 days to reach the charity since the funds are forwarded after you pay the donation charge on your next monthly cell phone bill. During disaster giving periods like Haiti, however, cell phone carriers work to forward funds faster. Of course, charities welcome donations at any time during the year.

Give your time. In today’s tight economy, you may not have money, but you can always give a little bit of your time to help support a worthy cause. In addition to volunteering around the holidays, you can also be a vocal supporter of a charity and help raise awareness among friends and family and on your Facebook page or blog.

The BBB Wise Giving Alliance reports on more than 1,200 national charitable organizations at www.bbb.org/charity and determines if they meet 20 accountability standards addressing governance, finances and fund raising practices.

To review charity evaluations and get more advice on how to give when times are tight, visit www.bbb.org/charity.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org.

Top Ten Cyber Monday Tips for Staying Safe When Shopping Online

11/22/2011

Posted on 11/22/2011 by

The most popular day to shop online is fast approaching…be prepared.

November 23, 2011 – Roanoke, VA – Cyber Monday, the Monday after Thanksgiving, has officially replaced Black Friday as the most popular day to shop for the holidays. Shopping online means avoiding the crowds, but it also opens up the buyer to attacks from scammers and hackers.

Every year, more people head online rather than to the mall to get their holiday shopping done. According to a preliminary shopping survey, conducted for the National Retail Federation by BIGresearch, up to 152 million people plan to shop Black Friday weekend (Friday, Saturday and Sunday), higher than the 138 million people who planned to do so last year. According to the survey, 74 million people say they will definitely hit the stores and another 77 million are waiting to see if the bargains are worth braving the cold and the crowds.

“The convenience and ease of shopping online is great, but online shopping has its own set of risks”, said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “Taking steps to avoid the fraud online will result in a much happier holiday for everyone—except, of course, for scammers and hackers.”

BBB recommends the following top 10 tips for shopping online this holiday season to help fight unscrupulous online retailers, scammers and hackers:

1. Protect your computer – A computer should always have the most recent updates installed for spam filters, anti-virus and anti-spyware software and a secure firewall.

2. Shop on trustworthy websites – Shoppers should start at www.bbb.org to check on the seller’s reputation and record for customer satisfaction. It’s a good idea to look for the BBB logo and other widely-recognized seals on retailer websites, but make sure they are real (some rogue sites plagiarize seals to look legitimate).

3. Protect your personal information – BBB recommends taking the time to read the site’s privacy policy and understand what personal information is being requested and how it will be used. If there isn’t one posted, take that as a red flag that personal information may be sold to others without permission.

4. Beware of deals that sound too good to be true – Offers on websites and in unsolicited e-mails can often sound too good to be true, especially extremely low prices on hard-to-get items. Consumers should always go with their instincts and not be afraid to pass up a “deal” that might cost them dearly in the end.

5. Beware of phishing – Legitimate businesses do not send e-mails claiming problems with an order or an account to lure the “buyer” into revealing financial information. If a consumer receives such an e-mail, BBB recommends picking up the phone and calling the contact number on the website where the purchase was made to confirm that there really is a problem with the transaction.

6. Confirm your online purchase is secure – Shoppers should always look in the address box for the “s” in https:// and in the lower-right corner for the “lock” symbol before paying. If there are any doubts about a site, BBB recommends right-clicking anywhere on the page and select “Properties.” This will let you see the real URL (website address) and the dialog box will reveal if the site is not encrypted.

7. Pay with a credit card – It’s best to use a credit card, because under federal law, you can dispute the charges if you don’t receive the item. Your also have dispute rights if there are unauthorized charges on your credit card, and many card issuers have “zero liability” policies under which the card holder pays nothing if someone steals the credit card number and uses it. If you are going to shop on classifieds web sites like Craigslist, never wire money and only buy locally where you can see the item before you hand over your money.

8. Keep documentation of your order - After completing the online order process, there may be a final confirmation page or the shopper might receive confirmation by e-mail – BBB recommends saving a copy of the web page and any e-mails for future reference and as a record of the purchase.

9. Check your credit card statements often – Don’t wait for paper statements; BBB recommends consumers check their credit card statements for suspicious activity by either calling credit card companies or by looking at statements online regularly.

10. Know your rights – Federal law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren’t shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it’s defective or was misrepresented. Otherwise, it’s the company’s policies that determine if the shopper can cancel the purchase and receive a refund or credit.

For more advice on staying safe online this holiday season, and to see reports on thousands of online retailers, go to www.bbb.org/us/consumer-tips-holiday/.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org.

BBB Urges Consumers to Support Small Business Saturday

11/21/2011

Posted on 11/21/2011 by

November 21, 2011 – Roanoke, VA - In honor of Small Business Saturday, a day dedicated to supporting small businesses on the busiest shopping weekend of the year, Better Business Bureau is spreading awareness and advising consumers to support the small businesses in their area.

As a joining member, BBB is teaming up with American Express OPEN to spread the word on why small businesses are so awesome. For the second year in a row, American Express OPEN has declared November 26th, the Saturday after Thanksgiving, to be Small Business Saturday. Sandwiched between black Friday and cyber Monday, Small Business Saturday is a perfect way to support the small businesses that you love.

“It’s great to have a day that’s completely dedicated to the success of our small businesses” said Julie Wheeler, President and CEO of BBB Serving Western VA. “We’d like to encourage our consumers to take advantage of this day and show support to the small businesses in their community.”

In preparation for Small Business Saturday, FedEX will be giving away 40,000 $25 American Express gift cards to lucky consumers, which can be used to shop at small businesses on Saturday, November 26^th. 30,000 will go to people who register at FedEx Facebook's page, www.facebook.som/FedEx, beginning at noon CDT November 1st. FedEx will give the other 10,000 to customers.

American Express is also giving a $25 statement credit to American Express card members who spend $25 or more on Small Business Saturday at a qualifying small brick-and-mortar, independent merchant that accepts American Express. You must register to receive the credit. Registration is available in early November at www.facebook.com/smallbusinesssaturday. For small businesses, $100 in free Facebook ads will be awarded to the first 10,000 businesses that sign up at http://www.facebook.com/smallbusinesssaturday.

For more information on Small Business Saturday, visit http://smallbusinesssaturday.com.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Tips for Black Friday Shopping

11/21/2011

Posted on 11/21/2011 by

November 21, 2011 – Roanoke, VA – It’s time to start planning your Black Friday, that special day after Thanksgiving when retailers gear up to offer their best. Better Business Bureau’s past experience tells us that all deals are not created equal and the fine print is often the most important thing. Before you head out the door for a block buster sale and get caught up in the frenzy, the BBB offers the following tips to help you save time and money.

Tip 1 – Know before You Go.
Many retailers will release their Black Friday deals online, in social media and other publications. Research where the sales are and make a list of your gift priorities to compare prices and plan your day of deals. Since many advertisements will begin before the actual sale, build up a coupon collection as soon as possible. Remember to bring ads with you on Black Friday just in case the price is not what you expected.

Tip 2 – Don’t Fall for False Advertising.
Despite BBBs effort to advance trust in the marketplace, some companies will resort to advertisements that are untrue, misleading, deceptive, or plain fraudulent. Black Friday advertising will be abundant and BBB urges consumers to watch for red flags.

“Many consumers have experienced frustration and lost money they can’t afford to lose after being lured by prices too good to be true, bait and switch ads designed to bring you in but push you toward more expensive items, fine print return policies, final sales, and deals that end before the day is done”, said Julie Wheeler, President and CEO of BBB Serving Western VA. “To protect yourself on Black Friday, BBB advises consumers not to believe all they see or hear without doing their own research to confirm the claims being made”. For details and help to decipher truth in adverting, consumers can review BBB’s code of advertising online at http://upstateny.bbb.org/bbb-accreditation-advertising-code/.

If you find advertising you’d like the BBB to investigate tell us more by emailing info@upstatenybbb.org.

Tip 3 – Maximize Advance Alerts.
Do you have favorite retailers? Now is a good time to sign up for their email alerts and “like” their Facebook page. BBB Accredited Businesses and other stores are working to reward your loyalty and you may get a jump on special offers.

Tip 4 – Set up Your Reward Cards.
Have you ever stood in line without your store rewards card? You either missed out or the clerk may have handed one over. Black Friday deals may have strict restrictions with no sharing allowed. Make sure you have reward cards with your favorite stores and keep them with you. Check your credit card rewards program as well for special points that could add up on Black Friday.

Tip 5 – Shop with Trust.
If you find a deal – don’t just jump at the first chance to get it. The BBB recommends doing your research on the business – know how long they’ve been in business, look into their customer service track record, check them out at bbb.org. If you have concerns about the type of gift or the right fit – make sure you ask about their return policy too.

Tip 6 – Comparative Shop Online.
There are dozens of Black Friday websites that claim to capture the best deals around and they can really help you do your comparative shopping online. Before you pick your favorite site, BBB recommends that consumers find a reputable site that’s not a fly-by-night operation by checking them out at bbb.org and see what others say about the site through an online search.

If you decide to buy online there are a host of security measures to abide by, among them to Start with Trust and know you are dealing with an experienced, reputable retailer; confirm that the site is secure and be certain you have a phone number and physical address should problems arise with your order.

Tip 7 – Look for QR Codes.
They’re square, black-and-white and funny looking – but they can take you straight to a deal. QR stands for Quick Response codes and they’re popping up in many ads and print materials. Several BBB Accredited Businesses use them to help you Start with Trust and they can bring you directly to a special offer or a BBB Business Review. Before you can scan one and view the offer - you’ll have to install a QR app reader. Most newer smart phones are equipped to scan QR codes and if you’re a mobile shopper you could really have some fun.

Tip 8 - Shop Small
Save your gas money and your time when you stay close to home. The Better Business Bureau is encouraging consumers to support small businesses in their community on Small Business Saturday, the day after Black Friday. Check your neighborhood retailers for their weekend deals and gain some goodwill by knowing you’ve done your part to help them thrive during the holidays. Although a price match may not be applicable for some items - your neighborhood store may be able to guarantee a price for you – even if you decide to buy later.

Tip 9 - Check Return and Exchange Policies.
All bets can change for Black Friday deals which means the store policies can change too. Make sure you know what the return and exchange policy is for your Black Friday special and that a return is even possible – especially if you’re buying online. Final sales, a very short return window (like before December 25^th) or in-store or online only credit could leave you with deal gone wrong.

Tip 10 – Shop Safely.
While getting a deal is important, there are ways to shop safely without putting yourself or your wallet in jeopardy. The Better Business Bureau advises consumers to take their time and plan ahead for the best rewards.

· Make a list and prioritize where you should go and when.

· Bring friends into the mix to help sort through your options, two cars can go in two directions making it easier to get limited quantities and some pals will even wait in line as you trade off shopping in the stores.

· Remember to get gift receipts and keep them organized for those moments when the thought wasn’t quite enough.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Best and Worst Ways to Raise Quick Cash for the Holidays

11/1/2011

Posted on 11/1/2011 by

Worst Ways

Title Loans – This is the worst way to raise cash. A title loan is secured by placing a lien on your vehicle’s title. If you don’t make the payments, the lender will repossess your car, leaving you in a much worse financial situation.

Advance Fee Loans – There are many unscrupulous lenders who “guarantee” they can get you a loan for an advance fee that you pay as “collateral” or “insurance” on the loan – because you have bad credit. You will be instructed to wire the advance fee to another country, and then you will not get the loan.

Payday Loans – A payday loan is a short term loan with a very high interest rate that you pay back on your next payday by giving the lender a post-dated check. This starts a vicious cycle of spending your paycheck before you earn it, and it takes people on average EIGHT MONTHS to break free of Payday Loans.

· Maxing out your credit cards – Cash advances from your credit cards are very expensive. You will not only pay interest that may approach 36%, but you will also pay cash advance fees.

Pawning Valuables - A pawn shop will usually loan you about 25% of what the item is worth and you have to pay that amount back with interest usually within 30 days or the pawn shop will sell the item you pawned. Never pawn something that you would hate to lose.

Best Ways

· Have a garage/yard sale – It’s quick, easy and inexpensive.

· Sell your gold or silver jewelry–Most local jewelry stores buy gold, silver and coins. Be sure to find out how much you will get before you commit to selling.

· Free-lance – Are you a good writer? Web designer? Photographer? Market your skills as a free-lancer and earn some extra money on the side.

· Work part-time or get a seasonal job – Why not get a part-time job at your favorite store? Make extra money and get an employee discount!

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Consumer Alert - Phony Debt Collectors Back in Our Area

10/28/2011

Posted on 10/28/2011 by

The BBB Serving Western VA is warning consumers to be on the alert for scam artists posing as collectors of nonexistent payday loan debts. The scammers are equipped with a disconcerting amount of personal information about their potential victims. In less than 24 hours, BBB has heard from two local consumers who received calls from a phony debt collector.

A local college student was contacted by a representative of Cash Advance which, supposedly, is located in Great Plains, New York. This firm reportedly makes phone calls to individuals requesting payment to avoid pending lawsuits. Consumers have advised the BBB that the callers, who sometimes identify themselves as "Officer" James Anderson amongst several other aliases, states that they have personal, identifiable information, including a social security number, linking the individual to pending lawsuits in a criminal investigation before seeking to elicit payment from the victim, which they claim is due for a cash advance loan. The phony debt collectors threaten that if the victim doesn’t pay immediately; he or she will be arrested and stand trial. Unfortunately, the callers are so convincing and intimidating that a second consumer became a victim to the scam. Not only did she send the requested monies, she states that they continue to call her at work, verbally abusing anyone who answers the phone and tying up the business’s phone lines.

The scammers often have the victim’s Social Security number, old bank account numbers or driver’s license numbers as well as home addresses, employer information, and even the names of personal friends and professional references. On December 1, 2010, the FBI (The Internet Crime Center, or IC3) issued the following alert on its website: Telephone Collection Scam Related to Delinquent payday Loans http://www.fbi.gov/scams-safety/e-scams.

“The father of the college student phoned the caller twice; both times the scammer hung up on him,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “The tactics, such as those being used on the victim at her workplace, by these con artists are truly disturbing; never confirm or provide personal or financial information to any unsolicited caller requesting that type of information.”

BBB offers the following advice to consumers if they receive a suspicious telephone call about an outstanding debt:

Demand proof. Ask the debt collector to provide official documentation which substantiates the debt. Every collector must send you a written “validation notice” telling you how much money you owe within five days after they first contact you. This notice also must include the name of the creditor to whom you owe the money, and how to proceed if you don’t think you owe the money. “The Fair Debt Collections Practices Act” (FDCPA) http://ftc.gov/os/statutes/fdcpajump.shtm prohibits debt collectors from using abusive, unfair, or deceptive practices to collect from you. File a complaint with the Federal Trade Commission on line at www.ftc.gov if the caller is abusive, uses threats or otherwise violates federal telemarketing laws.
Avoid providing personal information. Do not provide or confirm any bank account, credit card or other personal information over the phone until you have confirmed the legitimacy of the call.
File a complaint with BBB if you believe a debt collector is trying to scam you.

Start Looking for Holiday Jobs Now!

10/27/2011

Posted on 10/27/2011 by

If you’re looking for Christmas employment and haven’t already begun your search, the BBB Serving Western Virginia is advising you to get started. Competition for these jobs will likely be fierce, and the Better Business Bureau recommends applying early and taking steps to put your best foot forward.

According the outsourcing firm, Challenger, Gray, and Christmas, retailers are expected to hire about the same number of seasonal employees this year as they did last year. It is expected that about 620,000 seasonal job openings will need to be filled this holiday season.

“If you don’t find a job right away, don’t be discouraged; the retail industry generally has turnover; keep the lines of communication open with any prospective employer in case their needs change”, said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “While the jobs are usually temporary, there is always the possibility that the job will continue past the holiday season.”

The BBB offers the following advice for job hunters this holiday season:

Start the job search earlier rather than later - The key to landing a seasonal job is to start searching early. Retail, shipping, restaurants and catering companies are common sources of seasonal employment and now is the time for job hunters to determine which job suits them best, identify companies they’d like to work for and then begin submitting applications and resumes.

Work where you shop - Try to identify seasonal employment with businesses where you actually shop or frequent. You will already be familiar with the company and its products and, secondly, discounts available for employees mean significant savings when shopping for Christmas gifts. Discounts can range from 20-40 percent for seasonal employees.

Put your best foot forward - Even if you are just picking up an application at stores in the mall, dress your best and be prepared for an interview. This includes being familiar with the company’s brand and its products. Retail job hunters in particular need to focus on impressing potential employers with their customer service skills—which is a must when dealing with stressed-out shoppers, long check-out lines and day-after-Christmas returns.

Be flexible - Full-time employees usually have first dibs on the preferred hours and shifts, so, as a seasonal employee, expect to work long, sometimes inconvenient hours including working on Thanksgiving and Christmas Eve. If this is a second job in addition to your day job, be upfront and clear with your new employer about your available hours.

BBB Joins National Effort to Highlight Child Identity Theft Protection and Education

10/13/2011

Posted on 10/13/2011 by

Child identity theft is a growing crime that is causing damage to the pristine credit reports of children. Hundreds of online ‘scam’ businesses are finding inactive Social Security numbers online – most of which are assigned to children under the age of 18 who have not started using them yet. These scammers are then selling the numbers under different names to help people establish fake credit. Protecting your child’s innocent, clean record is something that every parent needs to do.

Recognizing the need for a nationwide grassroots consumer education outreach, the Council of Better Business Bureaus (CBBB) is joining government agencies and national advocacy organizations in launching the 4th annual National Protect Your Identity Week (PYIW) October 16 – 22, 2011.

Identity theft touched the lives of more than 8.1 million adult victims in 2010. According to a report from Javelin Strategy and Research, the theft resulted in the loss of $37 billion dollars. On top of that, children may be 51 times more likely than adults to have their identity stolen, according to a study conducted by AllClear ID.

“It’s troubling to think that your child’s identity could be compromised, even as a newborn,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “It is extremely important that as parents, we take the necessary precautions to ensure the safety of our child’s identity and teach them how to safely manage their personal information.”

Consumers can find PYIW educational events in their area by going to the website at www.ProtectYourIDNow.org. The site also features an interactive quiz to help consumers assess their risk of identity theft, videos, blogs and identity theft prevention tips. The website is also available in Spanish at www.cuidesuidentidad.org.

PYIW is hosted by the National Foundation of Credit Counseling, the National Association of Triads, Inc. and the National Sheriff’s Association. Other national organizations that lend their support to this initiative include: American Bankers Association Education Foundation, AFSA Education Foundation, American Payroll Association, Consumer Action, Consumer Data Industry Association, Consumer Federation of America, Credit Union National Association, Federal Reserve Board, Federal Trade Commission, Foundation for Financial Planning, Identity Theft Assistance

Center, Identity Theft Resource Center, Jump$tart Coalition, Junior Achievement USA, National Crime Prevention Council, National Education Association Member Benefits, Office of the Comptroller of the Currency, and U.S. Social Security Administration.

BBB urges parents to follow these important steps to secure their child’s identity:

Be aware of how to obtain your child’s credit report. Getting access to your child’s records is actually a different process than obtaining your own. Your child’s report cannot be obtained using the congressionally mandated free credit report website when under the age of 13 and even sometimes for children ages 14 to 18, http://AnnualCreditReport.com. For parents with children under the age of 13, the easiest way to obtain your child’s records is through Trans Union. If Trans Union says there is no report, odds are good that your child is in the clear. But if there is a report — or you have a specific reason to believe your child is a victim — you'll want to follow up with the nation's other two major credit bureaus — Experian and Equifax — and get a report from them, too.

Recognize the signs of trouble. Watch out for red flags that indicate there might be a problem, such as your son or daughter receiving pre-approved credit card offers or calls from collection agencies.

Don’t give away your child’s information if you don’t have to. Always ask why your child’s SSN is needed; often times you’ll find that the information is unnecessary, and if so, don’t disclose the information.

Teach your children about privacy online. Ensure that your children always ask permission before submitting personal information online and explain why they should or should not disclose the information.

Know what to do if you suspect that your child has fallen victim. According to the FTC, every parent should check their child’s credit report on their 16^th birthday. It’s not good to check it too often, but checking then leaves sufficient time to fix errors and activity before their child goes off to college and tries to obtain financial aid. If suspicious activity arises, parents must contact all three credit bureaus and request a report immediately. From there, placing a credit freeze should be considered. Go to http://www.consumersunion.org/pdf/security/securityVA.pdf, for Virginia’s requirements to freeze credit.

What You Need to Know about Layaway Plans

10/6/2011

Posted on 10/6/2011 by

If you are considering Layaway plans to help finance your holiday gift giving, the BBB Serving Western Virginia offers some helpful tips. Consumers mainly place furniture, toys and jewelry on layaway at a variety of stores, including national chain stores, local retail stores and pawn shops.

“Layaway has become increasingly popular with the challenging economic times”, said Julie Wheeler, President & CEO of the BBB Serving Western Virginia. “However, putting an item on layaway may result in a loss of money if you don’t read the contract carefully.”

If you are considering layaway plans, the BBB has this advice:

· Pay by credit card, which comes with some buyer protections (charges can be disputed if the product is not delivered).

· 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.

How long can the item 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.

If the product is not in stock, will it be ordered when the layaway is opened or when the last payment is made? Consumers report that after the last payment is made the product is not available, as it is then ordered and sometimes is delayed for weeks or months.

What is the delivery timeframe? 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 it and is it refundable?

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advises Seniors to do Homework Before Adding Insulation

10/6/2011

Posted on 10/6/2011 by

There is definitely a chill in the air; but, don’t get left out in the cold by buying product you don’t need. No matter where you live your home will be more comfortable and energy efficient with the right insulation. Insulation can help reduce the costs of heating and cooling your home – provided it is the correct R-value approved by the Federal Trade Commission (FTC).

BBB serving Western Virginia advises consumers to do their homework before agreeing to have any type of insulation installed that promises tax credits or grant assistance. Senior Citizens should be particularly wary of offers directed at them.

In recent years the FTC has expanded it’s regulations on labeling and advertising of Home Insulation. The Commission issued the R-value Rule to prohibit specific deceptive practices. When it issued the Rule, the Commission found that the following acts or practices were prevalent in the home insulation industry. According to the FTC these practices were in violation of the Federal Trade Commission 16 CFR Part 460 Labeling and Advertising of Home Insulation rule:

(1) Sellers had failed to disclose R-values, and caused substantial consumer injury by impeding the ability of consumers to make informed purchasing decisions;

(2) The failure to disclose R-values, which varied significantly among competing home insulation products of the same thickness and price, misled consumers when they bought insulation on the basis of price or thickness alone;

(3) Sellers had exaggerated R-values, often failing to take into account factors (e.g., aging, settling) known to reduce thermal performance;

(4) Sellers had failed to inform consumers about the meaning and importance of R-value;

(5) Sellers had exaggerated fuel bill savings that consumers could expect, and often failed to disclose that savings will vary depending on the consumer’s particular circumstances; and

(6) Sellers had falsely claimed that consumers would qualify for tax credits through the purchase of home insulation, or that products had been ‘‘certified’’ or ‘‘favored’’ by federal agencies.

“It pays to take the time to investigate before you invest; you don’t want to run the risk of losing your investment,” says Julie Wheeler, President and CEO of BBB serving Western VA. “Our senior citizens seem to be the primary target of the most recent round of advertising and telemarketing calls”, added Wheeler.

There are a number of resources for consumers who are interested in having their home weatherized. The Virginia Department of Housing and Community Development issues a list of weatherization providers in Virginia. That list can be found at:

http://www.dhcd.virginia.gov/HousingPreservationRehabilitation/PDFs/weatherization_providers.pdf

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Advises Debit Card Users to be on the Lookout for New Fees

10/6/2011

Posted on 10/6/2011 by

BBB Serving Western Virginia is alerting consumers that they may be seeing new fees on their bank statement for using their debit card.

Recent changes in banking laws capped the “swipe fee” that banks can charge retailers for debit transactions. The average fee was 44 cents per transaction, but the new law caps the fee at 21 cents. Banks estimate they will lose hundreds of millions of dollars a year in debit card transaction fees and are looking to recoup that money from customers by modifying various checking account fees.

Some of the nation’s largest financial institutions already have announced a flat monthly fee of $3-$5 for debit card use, although some may go to a per-transaction fee, particularly for infrequent users.

BBB is advising consumers and business owners to be on the alert for notices from their financial institutions about changes in the terms of their accounts. “If you don’t understand a notice you receive or see a new fee on your account statement that you weren’t expecting, contact your financial institution and ask for an explanation,” said Julie Wheeler, President and CEO of BBB Serving Western Virginia.

Account holders may want to ask their bank if there are programs to waive the fee for accounts with a minimum balance. It also pays to shop around; some financial institutions may keep no-fee debit cards.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Value of 9/11 Anniversary Memorabilia May Be Short-Lived

9/9/2011

Posted on 9/9/2011 by

With the 10th anniversary of the Sept. 11 terrorist attacks this month, the BBB is advising consumers that the value of most memorabilia and commemorative items is sentimental. Prices for many items likely will drop over time.

Patriotic websites are promoting magnets, pins, flags, clothing, license tags, license frames and jewelry, among other items as a way to mark the anniversary. Sellers also are marketing commemorative items on auction sites like eBay, where the seller must rely on emailed questions and online photos to determine an item’s value.

Many of these items are mass-produced by the millions. Because the value of collectibles is largely dependent on how rare an item is, mass-produced commemorative items are not likely to appreciate in value. Collectibles associated with 9/11 may be selling at a premium right now, but most of these items will not increase in value in the future. If you want to show your patriotism by displaying a flag or wearing a lapel pin, that’s one thing. But if you think you can make lots of money by buying these items and reselling them, you may be disappointed.

If you are interested in buying items to remind you of the 9/11 tragedy, consider the following:

· Get educated. Collectors need to research the value of items before they begin purchasing them, especially if they want pieces with the potential for substantial appreciation in value.

· Confirm authenticity. Autographs can be verified by a third party, but for other items, the collector should feel free to ask the seller questions about the item, including how the seller came to own it. If the seller can’t answer simple questions, then the collector should walk away.

· · Make purchases with a credit card. Consumers should always purchase items with a credit card if they are shopping online. If the seller turns out to be fraudulent, then the consumer can dispute the charge with the credit card company and may be eligible for reimbursement.

· · Purchase items from a reputable seller. When shopping online, collectors should look for the BBB seal on websites and click on the seal to confirm its legitimacy. If there isn’t a BBB seal on the site, shoppers should check the company’s BBB Business Review at www.bbb.org or by calling the BBB.

· · Do your research. When purchasing items from an individual on eBay, research the seller’s track record by reading buyer reviews. When shopping on Craigslist, go local and never wire money as payment.

· · Don’t be fooled by empty advertising claims. Just because the seller claims that the item is of limited edition, it doesn’t mean that there weren’t millions made. If the item is being widely advertised, chances are it is too common to actually gain value over the years.

For more advice on shopping safely, visit bbb.org or call the BBB at (540) 342-3455 or (800) 533-5501.

Watch Out for False Emails Requesting a BBB Rating Verification

8/19/2011

Posted on 8/19/2011 by

BBB is cautioning businesses and consumers about an 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 (sic) 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 or review about you or your business. “Disregard the message if you receive an email of this type,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “Please report the email and any information received to BBB’s Scam Portal(https://www.bbb.org/scam/report-a-scam/).” CBBB’s Legal Department is working to find out who is behind this and will take all appropriate action to protect its trademark.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501.

Beware PayPal Scams!

8/18/2011

Posted on 8/18/2011 by

If you’ve ever tried your hand at buying or selling online, you’re probably familiar with PayPal. PayPal is a service that allows you to make and receive payments on line by storing your financial information, either credit card or banking account information, into their payment system. By using this type system, you can make purchases or payments to another party without sharing your account numbers with people you don’t know. It’s a great concept – scam artist seem to think so too.

The BBB Serving Western Virginia cautions consumers about any email correspondence they believe to be from PayPal. Consumers who have posted items for sale on sites such as Craigslist or eBay report they are contacted by a buyer who is willing to pay more than the asking price for the item and state they will pay through PayPal. Often the buyer will say the item is for someone overseas and the item needs to be sent express delivery by either UPS or Federal Express. The consumer receives an official looking email confirmation from PayPal stating the money has been deposited into the seller’s account but will not be processed until the seller gives proof the item has been shipped. Of course, once the “buyer” has the tracking number of the shipped item and knows it’s on the way, all communication with the seller will cease.

“It doesn’t take long for the seller to realize they have been scammed; they never really received any communication from PayPal, but the damage is done,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “The item has been shipped – usually out of the country with no way to retrieve it and the PayPal account is empty.” There are two types of scams generally associated with PayPal, both perpetrated through email or ‘phishing’. The first, we’ve just described and actually the fact that someone is willing to pay more than the asking price is a huge red flag; that in its self should tell you it’s a set-up. The second is usually an official looking email stating there is a problem with your account or that there has been unauthorized activity – it actually looks like a web page and wants you to click on the links or enter your personal information again for verification. It's important to remember that the goal of a phishing scam is for you to click embedded links so malware can be placed on your system to steal the information you type in when entering your username and password. To truly verify your PayPal account has not been compromised, visit their website or simply check your bank or credit card statements online to make sure there are no unauthorized charges. “Only communicate and enter your PayPal password on PayPal pages,” added Wheeler.

Here are some BBB Tips to recognize Fake (Spoof) emails:

§ Generic greetings. If you don’t see your first and last name, be suspicious and do not click on any links or buttons - many spoof emails use a general greeting like “Dear PayPal member”. Also watch for misspellings and improper grammar in the body of the email.

§ A fake sender’s address. Just because the “From” field says it’s from a business you deal with, don’t assume it’s them. The “From” field can be easily altered.

§ Fake links and attachments– always check the destination of a link by moving your mouse over it and look at the URL in the browser or email status bar. Never click on an attachment. Attachments are generally designed to install spyware or a virus on your computer.

§ Fake URLs. Only enter your password on the actual website not into an email that has a link or looks like the web page. PayPal example: Only enter your password on PayPal pages – these begin with https://www.paypal.com/.

§ If you don’t see ‘https’ preceding the website address, you are not on a safe site. The ‘s’ stands for secure. And, never enter information into a pop-up box – pop-ups are never secure.

I think I’ve been "phished"; what do I do?

If you suspect that your personal information has been "phished" by an unknown source, you should assume that you either are – or soon will be – the victim of an identity thief, and you should take immediate self defense measures. Here are some steps we recommend you take right away:

If you were lured by a "spoof" of a genuine company or organization, get in touch with the real company immediately. They may be able to help you minimize the damage. For example, if you thought you were updating your credit card information with an online store, and you discovered it wasn’t your online store, call or email the real store at once.
If you provided your credit card information as part of the "phishing" scheme, contact the customer service department of the bank that issued your credit card and ask to speak to someone in risk management or loss prevention; the same goes for checking account information.
For additional steps you can visit the section of our identity theft web site designed to provide victim assistance. http://www.bbbonline.org/idtheft/stolenID.asp

Mystery Shopper Scam Alert –Consumer Becomes Victim

8/16/2011

Posted on 8/16/2011 by

As jobs remain scarce for many people, more employment-seekers are being tempted by a job scam that seems to offer money...for SHOPPING. The BBB Serving Western Virginia continues to receive calls from residents who are receiving mailings containing checks or money orders. They allegedly are being given a chance to earn some cash by being a Mystery shopper or customer evaluator.

“The recipient's ‘assignment’ is to evaluate the service received at Western Union when wiring a money gram,” says Julie Wheeler, President and CEO of BBB Serving Western VA. “The mailing conveniently includes a money order for the "secret shopper" to cash at their bank and use in the transaction; the consumer is told to keep a stipulated amount for his pay.” They are instructed to wire the rest of the cash to someone; then call or email the company about the service received at their bank and at Western Union. They will also be asked for the ID number on the wire transfer in order to verify the consumer did send the money. Once the scammer has that number, they can pick up the money anywhere in the world.

What happens with this scam is, the money order or check is fake, and, ultimately bounces, leaving the "mystery shopper" stuck paying back the bank. The crooks behind it are usually outside the U.S.

A consumer in our serving area deposited the two $995 money orders she received, only to learn too late they were counterfeit; now she is responsible for repaying $2,000.00. “Con artists sometimes send these scams via UPS or Fed Ex to circumvent breaking postal fraud laws”, added Wheeler. “The money orders look so legitimate that your bank would probably not question their authenticity”. But it's still a scam, and if you receive a check or money order of this nature, don't fall for it.

If you have something to share you believe may be a fraudulent offer or scam, please let the BBB know! You can make your report on line at http://www.vawest.bbb.org/scam-source/. While you are on the site, you can also sign up for BBB scam alerts.

BBB Warns Consumers of Businesses Misrepresenting Themselves as Government Agencies, Charging for Free Services

8/16/2011

Posted on 8/16/2011 by

The Better Business Bureau Serving Western Virginia is warning consumers to beware of websites and businesses claiming to provide assistance with immigration services. The BBB serving Chicago and Northern Illinois recently became aware of an increase in operations in their area claiming to provide passport, citizenship and immigration services, in particular the website www.usaimmigrationsupport.com.

In July alone, the BBB received 32 complaints filed by consumers which eclipses all other months this year. The BBB has a total of 46 complaints since January 2011 when consumers began contacting the BBB in earnest with their concerns. In 24 of those complaints, consumers allege US Immigration Organization, the business that operates the website referenced above, misrepresented itself as a government entity. The BBB has turned this information over to Illinois Attorney General Lisa Madigan’s office for their review due to the increasing number of complaints being received.

“Immigrants who may speak little or no English are easy prey for unscrupulous businesses” said Julie Wheeler, President, & CEO of BBB Serving Western Virginia. “These businesses take advantage of language barriers and difficult and confusing legal requirements to scam innocent people out of their money.”

Consumers have spent anywhere from $75 to hundreds of dollars on these services, thinking they were receiving official assistance with their passport, visa, and naturalization applications. In return, they received only the applications that are free and easily accessible through the federal government.

It is very important for consumers to fully read and understand any website and its disclaimers before doing business. This is particularly necessary when a consumer is seeking assistance involving personal identification or government programs. There are operations whose intent is to deceive consumers into thinking the business is something it is not, so consumers send money and the business also gains access to information about their identities.

A consumer who found US Immigration Organization during a search online says the site looked official; he thought it was a government site. He filled out the form, supplied his checking account number and bank routing number for the $149 fee. The form said he would receive his information in a week or two. He did not receive anything but when his bank statement came, it showed the $149 had been debited from his account. He tried to call the company but could not get through.

In the wake of similar activities around the country, the Federal Trade Commission has created multi-lingual educational materials for consumers. These tools can help educate consumers to avoid immigration scams and provide the means to file FTC complaints (www.ftc.gov) and report suspected scams or fraud.

The BBB offers tips to individuals looking to obtain legal status in the U.S. while avoiding common scams:

§ Never sign blank documents that could be filled in later with inaccurate information.

§ Always retain your original documents and only provide photocopies if necessary.

§ Do not make online payments or send money to someone who is not a licensed attorney.

§ Make copies of every document you submit and keep for your own records.

§ Request a receipt as proof of payment.

§ Check the Virginia State Bar for licensed attorneys who provide immigration services.

For more advice on fighting fraud and finding businesses and organizations you can trust, visit www.bbb.org

BBB Tips for Back-To-School Shopping

8/16/2011

Posted on 8/16/2011 by

August 9, 2011 – Roanoke, VA – The summer is winding down, and soon students will be headed back to school! Chances are, you still have some major “back-to-school shopping” to do. Whether your child is headed to high school or college, the Better Business Bureau has some Back-to-School basics.

When shopping for anything from new attire to electronic items, BBB has these tips to help you be a savvy back-to-school shopper:

1. Ask about returns and refunds. Shopping for new clothes, accessories and gadgets is one of the highlights of going back to school. When buying new gear, ask the store about their return policy and always keep the receipts. Stores are not legally required to exchange an item or give a refund.

2. Keep the item in its original box. Many retailers will not accept returns on opened video games, CDs, software or DVDs. And health regulations prohibit returns of hats and other intimate apparel.

3. Ask about restocking fees. Some merchants charge a restocking or "open box" fee — sometimes as high as 20 percent of the original cost — for returns of electronics products or large-ticket items. Ask if that is the policy so that you know before you buy.

4. Shop smart online. Find out the physical location and phone number of the merchant. Read the refund and return policy, have in writing any warranty or guaranty details, be familiar with delivery/shipping costs and time schedules, feel comfortable that the merchant is reliable and not the subject of consumer complaints, and be able to trust that any information you submit to complete the sale transaction (credit card number, etc.) will be treated with the proper care.

5. Carefully check out businesses and deals before signing anything, before paying any money up front, and before releasing any personal or financial information (this includes your Social Security number, mother’s maiden name, credit card, banking account number and other personal data).

If your child is in the market for a computer, BBB recommends doing your research:

· Decide what your child’s needs will be;

· What is the computer going to be used for? Word processing, graphic/web design, gaming?

· Determine what type of hardware and software that will be required;

· Find out what you have to do if the computer breaks down;

· Check out the warranty on the computer;

· Call your school or university and ask what other students in the class use;

· Compare prices, and check out the companies with the BBB at www.bbb.org;

If you are thinking about allowing your college-bound student to sign up for a credit card, do your homework.

· Shop around for the plan that best fits your student’s needs. There are often special offers for students;

· Compare terms and fees before you agree to open a credit card for your student.

· Find out the interest rate on the card, are they introductory rates, and if so, how long do they apply?

· Are there annual fees?

· Check into the transaction fees and any other charges that could be incurred.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Serving Western VA Tracks Scammers to Minnesota - United States Postal Inspection Services Investigates

7/11/2011

Posted on 7/11/2011 by

BBB Serving Western VA tracked a sweepstakes scam which conned a consumer in our service area back to Duluth, Minnesota. We immediately contacted the United States Postal Inspection Service (USPIS) as well as The Better Business Bureau of Minnesota and North Dakota last week after a consumer reported mailing a money order to someone in Duluth to pay fees on purported sweepstakes winnings of $1.5 million dollars. The winnings were non-existent and the consumer lost the money they sent to the Duluth address.

The BBB advises consumers to be extremely leery of letters, faxes, emails or phone calls telling them they’ve won prizes, lotteries or sweepstakes. “Too many consumers still believe it is ok to send money for upfront ‘fees’ when told they have won money,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “We’re here to tell you it is NOT ok; if you have legitimately won a monetary prize, all associated fees or taxes will be deducted from your winnings.”

In the case of our local consumer, they were contacted by phone and told they had won the prize of $1.5 million dollars. Originally, they were told they would need to pay $3,500 upfront to receive their winnings, but the consumer told the scammers they couldn’t afford that. After settling on a fee of $250, the consumer mailed that amount to a Duluth address. According to the United States Postal Inspection Service (USPIS), which investigated this matter, there is an individual in Duluth actively participating in this scam. This individual is believed to be keeping a small portion of payments they collect and wiring the rest to Jamaica, a hotbed for scams targeting Americans. This person has been warned their mail will be monitored and that they run the risk of being arrested if they continue to process payments from victims of this scam.

“Postal Inspectors want to remind individuals if you are contacted by anyone that directs you to send money to pay for a prize or sweepstakes that you have won, odds are it's a scam,” said U.S. Postal Inspector Jeffery Long. “Before you send money away, run the offer by a friend or family member to see if they think it’s a good idea. Always be sure to do your homework first.”

Sweepstakes and lottery scams steal millions of dollars from unsuspecting people every year. Legitimate lottery or sweepstakes companies will never ask you to pay money upfront in order to collect your winnings. They will also not ask you for personal information. If you receive any form of notification that you are a prize winner in a lottery or sweepstakes, contact the BBB (www.bbb.org) and check it out before you become the next victim of this type of scheme.

If you fall victim to a sweepstakes scam, report your experience to local law enforcement. If the mail service was involved, you should contact the USPIS at https://postalinspectors.uspis.gov/.

BBB Serving Western VA is also warning consumers not to take part in perpetrating sweepstakes scams. People sometimes respond to job postings they find online offering employment processing payments or shipping merchandise from their homes. They often don’t realize they’re going to work for scammers and their ‘job’ involves forwarding payments from scam victims or reshipping stolen merchandise (or merchandise paid for with stolen credit cards) out of the country. Worse, their compensation is a small portion of the illicit proceeds they forward on to the operators of the scam or a flat payment for each order they re-ship.

According to the USPIS, people who assist criminals in schemes like this are committing a felony. To avoid becoming tangled up in a reshipping scam, consumers are advised to steer clear of any questionable employment offers and not to accept packages at their address for people they don’t know.

If you’ve been tricked into participating in one of these reshipping scams, you should:

· Cease communication with operators who try to solicit your help in reshipping items.

· Keep all correspondence (emails, faxes, etc.) related to these scams.

· If you already have merchandise from such an offer, don’t mail it. Contact the U.S. Postal Inspection Service at 1-877-876-2455. They’ll help return stolen items back to the rightful owners.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

US Fidelis Indicted on 27 Criminal Counts - TODAY Show will air special segment Wednesday

6/21/2011

Posted on 6/21/2011 by

Barring any last minute breaking news, the TODAY Show will air a follow-up segment to their 2009 story on US Fidelis, formerly the largest retailer of vehicle service contracts. US Fidelis was indicted on 27 criminal counts centering on deception and fraud in the marketing of contracts. The segment is scheduled for Wednesday, June 22, 2011 between 7:40 and 7:50 a.m. in all markets.

“A study was undertaken by BBB after receiving thousands of complaints regarding companies in the vehicle service contract industry. BBB has received 2,341 complaints against US Fidelis – including several complaints from our service area,” said Julie Wheeler, President and CEO of BBB Serving Western VA. “In 2009, the TODAY Show worked closely with our sister bureau in St. Louis to expose the business practices of this and other companies in the service contract industry,”

The study is available on the BBB website at: http://stlouis.bbb.org/Storage/142/Documents/VehicleServiceContractStudy2011.pdf

The BBB recommends that consumers who are considering the purchase of a VSC:

· Always read the contract carefully before agreeing to purchase.

· See what is covered, what isn’t covered and what conditions apply. If the seller won’t provide a contract, don’t purchase.

· If you are on a do-not-call list, report any violations to the Virginia Attorney General’s office (800-552-9963) or the Federal Trade Commission (FTC – 877-382-4357).

· Do the math. Sometimes the cost of a contract may be more than the car’s value.

· Ask the seller the names and locations of the providers, administrators and insurers. Ask how claims are processed.

· Check all companies involved in the contract with the BBB.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

BBB Warns of a False Promise of Inheritance

6/17/2011

Posted on 6/17/2011 by

You’ve just been notified a long-lost relative you have never heard of has died, and that you are the only heir. BBB Serving Western Virginia urges consumers to do their due diligence if they find themselves a recipient of this type of claim.

Inheritance frauds are run by international criminals who obtain mail and or email lists which include recipients' names - although lazier criminals don't even bother trying to match names between the decedents and the recipients of their scam.

They then create mass mailings based upon those lists, describing how a fictional relative suddenly died in a remote part of the world and you have been traced as an heir.

If a recipient replies to the mail/email the criminal will attempt to obtain the person's identification cards (to prove you are the true heir), bank account information (your inheritance will be drafted to your bank), and other information which will be used later to forge bank drafts and commit identity theft.

”An even crueler twist of this scam is when there actually is a death overseas and weeks after the funeral, a family member receives a bogus inheritance notification. This was the case of a Roanoke resident who was the target of the Inheritance Scam and lost a considerable amount of money”, said Julie Wheeler, President and CEO of BBB Serving Western Virginia. “We can not stress strongly enough that you NEVER wire transfer money to anyone or give them your checking account or personal information without fully investigating them.”

Not only has the consumer lost money, but now they could become a victim of identity theft as well. “The only thing our consumer has inherited is a multitude of problems,” added Wheeler.

The BBB advises that prior to sending any money for inheritance tax:

Double check with relatives about any recent deaths in your family.
Research the people and/or firm in question.
Call the Better Business Bureau, or the VA Attorney General’s Office to ask if they have information about the company.

If you need more information, contact the BBB at (540) 342-3455 or (800) 533-5501. You can also visit www.bbb.org. Follow us on Twitter at twitter.com/BBB_WesternVA.

Knock, Knock. Who's there? If they can’t provide identification, it doesn’t matter who they are – don’t let them in!

6/17/2011

Posted on 6/17/2011 by

June 15, 2011 – Roanoke, VA – BBB Serving Western Virginia is again reminding consumers to be cautious in dealing with any door-to-door sales representatives. Currently there are several out-of-state alarm security sales operations canvassing our local neighborhoods; BBB receives calls on a daily basis requesting information on these companies from savvy consumers. While there are many legitimate home security sales companies, there are those that operate on the fringes of legitimacy.

BBB received information today that someone posing as a representative of a well-established, local, home security company had called on a resident seeking access to their security system; he explained to the owner that he needed to “update” their system. The consumer asked for identification; the salesperson could not provide any of the required licenses. Fortunately, the consumer had not allowed the salesman to enter her home and told him to leave.