BBB Trust. 2019 edition by SaltWire Network

Atlantic Canadaâ&#x20AC;&#x2122;s Smart Consumer Guide

Top 10 scams to watch out for in Atlantic Canada And how to keep your personal information and finances safe

Page 10

Avoiding online hackers Pg 16 Navigating health-care services Pg 24 Choose your mechanic wisely Pg 28

Trademark of the International Association of Better Business Bureaus, used under license.

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BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

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BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Start With Trust BBB staff Peter Moorhouse, President & CEO Carlene Dickie, Director, Operations Julia Lewis, Operations Coordinator Sarah White, Data Quality and Client Service Maureen Cyr, Business Relations André Moulaison, Supervisor, Marketplace Services Thelma Farmer, Marketplace Counselor Mikayla Marriott, Marketplace and Accreditation Support Assistant Kristin Matthews, Marketing & Communications Specialist Martenia Green, Senior Accreditation Consultant Kirby Jenkins, Accredited Business Consultant Caitlin Wardrope, Accredited Business Consultant

BBB Board of Directors Executive Committee: Chair: Greg van den Hoogen, Pharmasave Drugs (Atlantic) Ltd. Vice Chair: Kris Duffy, Medavie Blue Cross Treasurer: Jennifer Abbey, MNP LLP Past Chair: Jason Buchanan, Premiere Van Lines Directors: Lisa Coates, Level Ten Landworks Trevor MacDonald, Stewart McKelvey Chris Matthews, Member at Large Margaret McKee, Sobey School of Business Peter Moorhouse, BBB President/CEO Doug Nugent, Enterprise Holdings Inc. Tim O’Regan, O’Regan’s Automotive Group Jerome Sampson, Bell Aliant/Mobility Jamie Spence, SBW Wealth Management & Employee Benefits Gerald Walsh, Gerald Walsh and Associates Please address enquiries to: 7071 Bayers Road, Suite 279 Halifax, NS B3L 2C2 bbb.org/atlantic-provinces Toll Free: 877-663-2363 HRM: 902-422-6581

Page 16

Inside this issue of trust: 06 President’s message Building a better business

08 How BBB helps Providing a bridge between business and consumer

10 Top 10 scams to watch out for in Atlantic Canada And how to keep your personal information and finances safe

Cover photo: mavoimage/123RF Other photos: 123RF Copyright 2019 by The Chronicle Herald. All rights reserved. Reproduction of any article, photography or artwork without expressed permission from the publisher is strictly prohibited. 2717 Joseph Howe Drive Halifax, Nova Scotia B3J 2T2 902-426-2811 TheChronicleHerald.ca

Working women How female entrepreneurs are changing the business landscape

14 Hacks to avoid online hackers Protecting yourself from cyber criminals in this digital age

16 Avoiding scams on social media Don’t be fooled by fraudsters when spending your money online

*Trademark of the Council of Better Business Bureaus Used Under License Trust is published by The Chronicle Herald, Custom Publishing Department Publisher: Sarah Dennis Director, Product Management: Lindsey Bunin Layout & Design: Peter Ross Customer Relations Specialist: Meghan O’Neil

Page 24

Navigating the ‘underground economy’ Are you getting a good deal, or just being duped?

20 Shop smart online Six tips to stay safe while buying and selling second-hand online

24 How to navigate the health-care services and products abyss Tips for separating the good from the bad

26 Separate emotions from finances How logic gives you power over your purchases

27 Many happy returns Know your rights when a purchase goes awry

28 Choose your mechanic wisely How to find a trustworthy mechanic and the risks of using a backyard repair shop

30 Danger at the doorstep Know what to ask the next time someone knocks on your door

32 Avoiding first-time homebuyers remorse Being prepared before starting the search could save you time and money in the long run

34 Rules for rentals The do’s and don’ts of leasing

38 Services directory

22 One size does not fit all What to look for when choosing a senior’s home

bbb.org/atlantic •

PRESIDENT’S MESSAGE

Building a better business Developing a business model and corporate practices that your customers can trust PriceWaterhouse Coopers’ 2018 Global Consumer Insights Survey found a number of advantages in trust, quantifying the value in good relationships between company and customer. For example, over one-third of customers rank trust in a brand as one of the top three factors that inﬂuence purchase decisions, other than price. What does it take to be a trustworthy brand? Do you need to offer good services? Do you need to tell the truth about who you are? Do you need to provide customers with good deals and maintain your end of the bargain? BBB sees trust generated through ﬁve gestures: Authenticity, reliability, transparency, protection and respect.

n a world dominated by digital marketing rather than face-to-face encounters and a steadily growing economy with more active brands than ever before, it’s hard to cultivate the kind of perception that makes a difference. Despite this, it’s important to develop a business model and corporate practices that customers can trust.

THIS IS WHY TRUST MATTERS While relationships between businesses and customers are quite different from interpersonal connections, most of the core foundations are quite similar. Trust and respect are at the cornerstone of consumer decision making, especially in an age when customers care more than ever about transparency and socially conscious practices.

AUTHENTICITY While many elements go into creating a brand and molding customer perceptions, authenticity is among the most important. A consistent voice in everything you say and do will help foster trust and help grow relationships — and sales. The easiest way to do this is to simply be who you are. Authenticity should expand beyond your business’s vision and mission. People are more likely to gravitate towards your brand if you can show why you’re in business. Doing so will show that you’re looking to build a connection with your customers and your community.

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BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

RELIABILITY Reliability is another important tenet of customer trust. When your customers can’t count on you to do what you say, you risk a compromised reputation and disgruntled buyers who are far too ready to move on to your competitors. Reliability can manifest itself in different ways. One is the quality of the products you sell and the service that you provide. Clothing that pulls apart at the seams after a few wears, or a vehicle that breaks down after only months on the road, aren’t reliable or trustworthy. Purchases like this leave customers regretting their choice. Another element of reliability is following through on your word. If you say you can accomplish something, always make sure you can live up to it. And if you can’t, apologize and do what you can to make reparations. TRANSPARENCY Transparency in your company extends to everything you do. Social media allows for more contact with the public and websites provide more information than ever before, so companies have more opportunities to share information with potential customers. However, when the information customers receive doesn’t align with reality, a company’s reputation may be compromised. When you make changes to your business, from new products to changes to privacy policies, it’s best to keep your customers informed. A recent study found that 94 per cent of consumers would be more likely to remain loyal to a company that demonstrates transparency, while 73 per cent would be willing to pay more for products from those companies. From honesty at the start, to owning up to your mistakes, it’s in your best interest to increase transparency.

PROTECTION Before the digital revolution, protection was a less important factor for businesses. While it’s always been important to make sure that the customer is taken care of, the threat of a digital attack opens new pathways for customer vulnerability. It’s critical to understand the cost of taking risks with cybersecurity and the safety of customer information. A typical data breach can cost a large company well into the millions of dollars, not to mention the reputational harm. If they collect any information at all, businesses must commit to investments in information security and do all you can to create a secure environment. RESPECT Respect may sound like an oldschool business value, but it still matters. Customers want to feel valued. They want companies to care about them and their needs and they want their opinions to be heard. Showing respect to customers can vary based on different business models, but typically involves things like answering emails and returning phone calls in a timely manner, being polite in all interactions, apologizing for poor customer experiences and sincerely taking feedback into account. These ﬁve gestures of trust can help build and keep a loyal customer base with happy customers that will help your business survive, grow and thrive with referrals and recommendations. In business, it’s more important now than ever before to start with trust.

Benoit ElectricElectric Limited Benoit

In trust,

Peter Moorhouse President & CEO BBB serving the Atlantic provinces

Limited

1268 St. Margarets Bay Rd. 1268 St. Margarets Unit 200, Beechville, N.S. Bay Rd. Unit 200, Beechville, N.S. B3T 1A7 B3T 1A7 Tel: 902-876-0904 Fax: 902-876-5089 info@benoitelectric.ca www.benoitelectric.ca

Tel: 902-876-0904 Fax: 902-876-5089 info@benoitelectric.ca www.benoitelectric.ca bbb.org/atlantic •

INTRO

How BBB helps Providing a bridge between business and consumer

By BBB STAFF

1. WHEN YOU’RE SHOPPING AROUND We review local advertising: BBB’s Advertising Review program is offered to help identify cases of misleading, deceptive, or untruthful advertising in print media, directories, radio, television and online. By communicating with the company about the issues, and encouraging them to change their approach, we strive to create a competitive market — and a level playing ﬁeld — where every company is representing their products or services fairly and accurately. We save you time and effort: Shopping around can be a hassle! When you use BBB’s Request-A-Quote service, you can send your requirements — including pictures, if it helps to explain what you need — to up to ﬁve BBB Accredited Businesses who offer the product or service you’re looking for, all with just one click. Then the businesses will contact you to discuss your needs and provide a quote or estimate.

2. WHEN YOU’RE CHOOSING

3. AFTER YOU BUY

We’re neutral: BBB remains neutral when issuing ratings on companies, from A+ to F. Ratings are based on 13 factors, including time in business, number of complaints relative to the size of the business and whether complaints are being resolved or addressed. Whether a business is accredited or not has no impact on its rating.

We offer dispute resolution: Did something go wrong, and you want the company to make it right? BBB offers dispute resolution for businesses and consumers, and maintains neutrality through the complaint process. All correspondence is done in writing, to ensure that both parties have their side of the story communicated in their own words. If a business doesn’t respond to complaints, or doesn’t attempt to address them, it will negatively affect their rating.

We encourage higher standards: BBB Accredited Businesses are held to a higher standard than non-accredited businesses. They undergo a business review process and commit in writing to our standards of trust (truth, integrity, transparency). Businesses that do not uphold these standards are subject to accreditation review, suspension and even revocation. BBB reviews accreditation applications for proper licensing, owner’s background, website security and advertising claims.

We offer verified customer reviews: Want to let other people know about your experience with a company — good, bad or somewhere in between? BBB Customer Reviews give you that opportunity. We’ll make sure you’re a real person, of course, and we’ll also give the business an opportunity to respond (to thank you, apologize or explain). Fun fact: more people look to BBB’s customer reviews to praise a company than to complain about them!

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Serving All Metro Area

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Spend some quality time

with our region’s most essential source for news and information.

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ENERGY EFFICIENT NEW HOME CONSTRUCTION AND RENOVATIONS At JonesCo Builders we provide turnkey home packages and general contracting services with a focus on energy efﬁciency, quality craftsmanship, and smart problem solving. Contact us today to discuss your new home and renovation plans.

• Conventions & Conferences • Award Shows • Press Conferences • Annual General Meetings • Special Events email: info@advancedsystems.ca www.advancedsystems.ca Tel: (902) 454-4742

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bbb.org/atlantic •

BUSINESS SCAMS

Top 10 scams to watch out for in Atlantic Canada And how to keep your personal information and finances safe By BBB STAFF

cams are everywhere! Whether it’s through email, text message or a phone call it seems impossible to escape fraudsters looking to take advantage of unsuspecting victims. BBB aims to educate consumers on how to recognize these scams and how to protect yourself from them.

3. EMPLOYMENT SCAMS This scam targets job seekers through online job websites. Scammers send cheques with a large overpayment and request the new employee forward the excess of funds to someone else or convert it to cryptocurrency. The cheques are fake and you are held responsible to cover the costs once the cheque bounces.

These scams were the top 10 in Atlantic Canada for 2018 that were reported by consumers to BBB Scam Tracker.

•

1. ONLINE PURCHASES

•

One of the most diverse scams, ranging from fake websites and free trial traps to purchasing counterfeit goods. Scammers may pretend to purchase an item only to send you a bogus cheque and ask you to refund the “accidental” overpayment. In other cases, the scammer will pretend to be a legitimate online seller but never deliver the goods. •

• •

How to protect yourself: Always shop on legitimate and reputable websites and ensure your connection is secure. Never wire money to someone you don’t know. Beware of offers that sound too good to be true.

•

4. COUNTERFEIT PRODUCTS Counterfeit goods mimic original merchandise right down to the trademarked logo, but are made with inferior materials and workmanship. •

2. ADVANCE FEE LOANS These scammers prey on those in a ﬁnancial bind, especially if they do not qualify for loans through reputable lenders. Shady lender’s guarantee you a loan approval without a credit check then ask for upfront deposit. •

• •

How to protect yourself: If you’re approved for a loan and they request money upfront for security reasons — walk away. Research reputable lenders on BBB.org. If a lender tries to guarantee a loan before a credit check — it is very suspicious. A reputable lender will always do a credit check before issuing a loan. • 877-663-2363

How to protect yourself: Be wary of unsolicited job offers. If you didn’t apply for the job, you didn’t get hired. A legitimate company would not ask you to wire money or transfer funds to cryptocurrency as a test or your ﬁrst task. Look for red ﬂags such as poor grammar, spelling mistakes, lack of job details, an over-the-top pay scale and little or no experience required.

•

How to protect yourself: Look for unreasonably low discounts to name-brand products. Language such as “low, low, low pricing” or “95 per cent off” are red ﬂags. Know the seller you are buying from. Ensure you are purchasing directly from the brand’s website or authorized retailers and distributors.

5. CREDIT CARDS In this common con where scammers impersonate a bank or other credit card issuer. By verifying account information or offering a better interest rate, con artists try to fool you into sharing your credit card or banking information.

•

How to protect yourself: If it’s by phone, be suspicious if you suddenly start receiving emails or texts. Banks have secure channels that require you to log into your account before you can read the message. Check directly with the bank or credit card issuer before sharing information. Use the customer service phone number on the back of your card, on your statement or on the company’s website. Don’t click on any links in the message.

6. TECH SUPPORT You get a telephone call or a pop-up on your computer screen from someone claiming to be with tech support from a well-known software company. Microsoft, Norton and Dell are all popular choices. Often the scammer will create a sense of urgency — the computer is sending error messages, they’ve detected a virus or your computer is about to crash and you’ll lose all your data. •

• •

How to protect yourself: Never give control of your computer to a third party unless you know it is the representative of a computer support team you contacted directly. Don’t click on the links in unfamiliar emails. Legitimate tech support companies don’t call out of the blue. Ignore cold calls claiming to be from a tech support company.

7. DEBT COLLECTIONS The scammer calls and tells you that they work for a loan company, law ﬁrm or government agency and claims to be collecting an overdue payment. When you reply that you don’t owe money, the “debt collector” starts to make threats of suing you, having your wages garnished, arresting you or forcing you to appear in court far away from where you live.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

• • •

10. GOVERNMENT GRANT

How to protect yourself: Ask the debt collector to provide ofﬁcial “validation notice” of the debt. Double-check your credit report Hang up the phone and report the number to Canadian Radio-television and Telecommunications Commission (CRTC)

Scammers contact you through phone calls, emails or posts on social media. No matter the medium, the message is similar: the government is awarding “free grants.” You are told that your application is guaranteed to be accepted and you will never have to repay the money. You can use the “grant” to pay bills, make repairs or pay education costs. When you reply to the ad or take the bait on the phone, the scammer claims to be a government agent. The con artist congratulates you on being eligible for the grant and asks for a one-time processing fee. Other fees will inevitably follow and they may all seem very ofﬁcial. Whatever the story, one thing is certain — you will never see the money.

8. TAX COLLECTION

•

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Rating A+ Business

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Providing professional roofing services to all of HRM and surrounding area

•

How to protect yourself: Obtaining a government grant is an involved process and one where the grant seeker pursues the funds — not the other way around. Do not pay any money for a “free” government grant. If you must pay money to claim a “free” government grant — it is not really free. Check for look-alikes. A caller may say he is from the National Grants Administration — which does not exist. Be sure to do your research and see if an agency or organization exists. Be careful with unsolicited calls asking for your banking information. Scammers will cold call, asking basic questions to see if you qualify for a grant and then ask for your banking information saying they need to collect a one-time processing fee and directly deposit your money.

YEARS

•

Someone calls you claiming to represent Yellow Pages or another business directory, real or fabricated. When the scammer gets someone from the business on the phone, he or she will claim to be updating the directory and asks for basic information such as the business’s address, telephone number and email. After the target replies,

How to protect yourself: Educate your employees about how this scam works. Put a copy of this alert in employee mailboxes. Inspect your invoices, do your due diligence and don’t pay for products you’re not sure you ordered. Many business directory scam artists are headquartered in Canada but use post ofﬁce boxes or mail drops to make it look like they are in the United States. Before paying, check them out for free at BBB.org.

9. YELLOW PAGES/DIRECTORY

•

How to protect yourself: If you get a threatening call from someone claiming to be from the CRA, hang up the phone and contact the CRA directly. Their ﬁrst point of contact with you will be by mail — not telephone. They will usually demand payment via wire transfer, bitcoin or gift cards. The CRA will not take payment details over the phone and would not request these non-traditional forms of payment.

the representative repeats back the information and prompts the employee to conﬁrm the listing. A few weeks later, the business is then sent an invoice for the directory usually around $500 or more. These directories are almost never distributed or promoted as promised. The scammer will use high pressure tactics to get the business to pay up.

These scams most often start with a phone call and take two basic forms. In the ﬁrst version, the Canada Revenue Agency (CRA) “agent” says you owe back taxes and pressures you into paying by prepaid debit card or wire transfer. If you don’t comply, the scammer threatens you with arrest and ﬁnes. In the second version, scammers claim they are issuing tax refunds and ask you for personal information so they can send your refund.

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bbb.org/atlantic •

FEMALE ENTREPRENEURSHIP

Working women How female entrepreneurs are changing the business landscape By BBB STAFF

ntrepreneurship enables you to put your own ideas into action, build a business the way you want, hire your own workforce and can allow for higher earning potential. Recent surveys show that small businesses account for 77 per cent of private sector jobs in Canada, showing the importance of entrepreneurship as the backbone of the economy. Not only is it important to note the signiﬁcance of entrepreneurship in Canada, but also the rise of female entrepreneurs. Results from a survey done by Statistics Canada show that almost one million women in Canada are self-employed, which accounts for one third of self-employed people in the country. According to the Global Entrepreneurship Monitor’s (GEM) Canada Report on Women’s Entrepreneurship, female Canadian entrepreneurs are growing at a higher rate than many other countries and are outpacing their male counterparts in Canada. Women currently represent 47 per cent of the workforce in

“As a female in a male dominated industry, I’ve learned that you have to be adaptable and never play the female card. Men in the industry will always try to undermine your skill set and knowledge, but you have to stick to your guns to be taken seriously.” – Lisa Coates, Level Ten Landworks

Canada. The increase of women present in the labour force has resulted in the gender pay gap being narrowed between men and women; however there is still a long way to go to close the gap. According to the Organisation for Economic Co-operation and Development, in 2016 Canada ranked eighth highest in gender pay gap out of 43 countries. The average

woman working full time in Canada will make $0.75 for every dollar their male counterparts earned. Even more shocking is that this number decreases with groups such as Indigenous women, women with disabilities and mothers. Entrepreneurship has given women the opportunity to break through the glass ceiling especially in industries

in which they were historically marginalized, such as law enforcement, construction, and science and technology. Not only are more women employed in these fields, but they are choosing to become business owners and industry experts in these sectors. Women are now choosing to influence existing markets where the landscape currently lacks diversity. Working for themselves allows for higher earning potential and the opportunity to hire other talented women who have faced the same issues. “As a female in business, especially in the auto industry, I’ve learned a lot of lessons — some good and some painful. Each lesson has given me the strength to continue the growth of my company,” says Stephanie Barkley, Owner of Wallace & Barkley Auto Sales. Whether it be working towards closing the gender wage gap, working in fields where women are underrepresented or contributing to hire more women in the workforce, it is clear that the future of female entrepreneurship in Canada is a bright one.

Welcome to the Vuze, where all your favourite local eats, downtown amenities and major universities are only footsteps away. South Village is the perfect niche in the South end of Halifax and exactly where you want to live. The Vuze boasts the best views in the city, our brand new apartments are large, bright and fit up with all high end finishes including; granite counters and stainless appliances. With luxury studios, 1 and 2 bedroom apartments, we offer everything you are looking for at an affordable rate all without compromising the space you need to live your lifestyle.

For more information on the Vuze and South Village please check out our website at www.SouthVillageHFX.com or contact Leasing Manager Steven Clarke @ 902-210-2233

• 877-663-2363

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

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CJM Solutions is the exclusive group beneﬁts consultant for BBB Accredited Businesses in Atlantic Canada. Contact us today!

Plan Care We provide sustainable Drug, Health, and Disability beneﬁts that ﬁt your employees and your organization’s values and philosophy.

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Code of Ethics: • • • • •

Serve our customers with honest values. Tell the truth about offerings clearly and concisely. Tell customers what they need to know about offerings. Be prepared and willing to make good on any guarantee offered. Ensure that normal use of your merchandise or service will not be hazardous to health or life. • Reveal all material facts which otherwise might cause customers to be misled. • Refrain from attacking or reﬂecting unfairly on competitors. • Avoid tricky devices and schemes. Like us on Facebook

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bbb.org/atlantic •

CYBER SECURITY

Hacks to avoid online hackers Protecting yourself from cyber criminals in this digital age By BBB STAFF

n a digital age where we rely heavily on technology to better our lives, make us more productive and allow us to access data immediately, there is also increased risk as we continue to share our day-to-day lives on the internet. While we’re constantly plugged-in online and sharing information with our friends, we may not realize that we are also sharing our information with cyber criminals. Today’s cyber criminals are increasingly sophisticated and pose more significant threats to the economy and internet safety than ever before. They can use your online information for financial gain, which means new safeguards are needed in order to protect consumers and businesses both small and large. According to Statistics Canada, 54 per cent of cyber crimes prevented Canadians from fulfilling their daily activities at their jobs. Not only is cyber security an issue for businesses small and large, but the general public as well — especially kids and teenagers who are most vulnerable. Sometimes we overshare on social media and once something is posted online, it lives there forever. Almost every teenager has access to the internet and has one or more social media accounts such as Instagram, Snapchat, Twitter or Facebook. With so many social media accounts, it’s essential to know what is appropriate to post and to teach the younger generation the privacy measures

• 877-663-2363

that they should implement on their accounts to protect themselves. According to a study done by Corporate Research Associates (CRA), teenagers claim to use their phones and social media to cope with social anxiety. They aimlessly scroll through their feeds in unfamiliar situations to avoid talking to unknown people. Since teens are using the internet unconsciously they may not be fully aware of their online actions, such as clicking on a compromised link and how one click or post can leave them even more vulnerable to cyber criminals. If teenagers are regularly online, but not following the correct measures to protect themselves, they are opening themselves up to signiﬁcant risk. Teenagers and young adults are more appealing targets for cyber criminals and identity thieves as they have clean credit slates and often slack on their online privacy settings. If cyber criminals were to get a hold of sensitive and personal information through your child’s online presence, this could negatively impact their adult life. They may not be able to rent an apartment, buy a vehicle or get approved for any credit before having their records amended. Follow these tips to ensure you are protecting yourself and teach them to your children so they can properly safeguard their privacy: Protect your accounts and devices. Secure all of your online accounts with strong passwords. It’s recommended to have a password at least 12 characters long.

Ensure that different accounts have unique passwords — don’t reuse them! To further protect your accounts, turn on multi-factor authentication, security keys or biometrics tools such as fingerprint ID. Write passwords down on a piece of paper and store it in a safe place, don’t keep them on any electronic device. You can also use a password manager to keep track of passwords and be sure to dispose of devices properly. You can visit BBB.org to find a trustworthy computer business that can ensure your data is fully erased. Verify security. If you’re entering any personal or financial information on a website, make sure it’s secure. Look in your URL for the “s” in https, as “http” by itself is not secure. Avoid using public Wi-Fi, but if you must use it verify the name, avoid checking sensitive data, turn off sharing, use a VPN and turn off your Wi-Fi when you’re done. Be careful when downloading unfamiliar apps, as they may contain malware. Disable auto-connect for your Bluetooth and turn off Bluetooth and Wi-Fi when you’re not using them. Avoid scams and phishing. Be wary of any unsolicited contact, whether it is over the phone, online or in person. Avoid clicking on links or attachments in emails, social media posts and online ads. If you’re interested in a product, navigate by yourself to the company’s website. If it seems too good to be true — it probably is! Watch out for hackers. The best way to avoid hackers, ransomware, viruses and malware is to keep your software up-todate. This includes security software (like anti-virus and anti-malware), as well as your web browser, operating system and any other software on your computer. Make this easier by turning on automatic updates. This should be done on any device that connects to the internet including phones and tablets. USBs and other external devices may be a hidden source of viruses and malware. Use your security software to scan them. Safeguard your privacy. Don’t overshare on social media — you could be giving identity thieves the information they want. Scammers can use social media posts for information that can potentially get them past any security questions on various websites. Be a good cyber citizen and don’t overshare about others either. Make all your accounts as private as possible and check the security settings of your apps to make sure they aren’t collecting unnecessary information.

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SOCIAL MEDIA SCAMS

Avoiding scams on social media Don’t be fooled by fraudsters when spending your money online By BBB STAFF

after they agree to the terms and conditions of these offers, do they realize they have agreed to multiple monthly shipments for products in excess of $70 - $100 each.

ocial media has made it easier for us to gain instant access to information and connect with friends, community events and the brands we love. Now, online users are increasingly using social media to discover new brands. 31 per cent of online shoppers say they use social media to research brands before they shop their website. Since social media has a wide reach and is one of the cheapest forms of online advertising, brands new and old are now taking advantage of this new way of online shopping and curating ads on popular platforms to better reach their audiences. Online shopping has made it quick and convenient for consumers to shop in the comfort of their own home, but scammers have recently been targeting consumers on social media with misleading ads, steeply discounted products and false endorsements. Many legitimate companies use social media advertising to boost their brand however, this form of advertising is open to manipulation. It isn’t hard for brands to take ﬂashy pictures and make their products look good. However, don’t let that fool you. Many new brands will portray themselves this way, but don’t have the resources to fulﬁll orders or properly handle customer service inquiries. Many fraudsters also use social media advertising as a way to impersonate known brands. Often these imposters use stolen photos from legitimate

retailers, and will price their products signiﬁcantly cheaper than the competition making it more appealing to the consumer. Online purchase fraud was in the top three scams reported to BBB in Canada in 2018 and it’s important to recognize the red ﬂags involved so that you don’t fall victim. These are the most common online misrepresentations you should be looking out for: FREE TRIAL OFFERS: Many of these misleading advertisements use celebrity endorsements and promise a trial of the hottest new skin care or nutritional supplement for the minimal investment of shipping fees. Scammers have used celebrities like Arlene Dickinson, Marilyn Denis and Ellen DeGeneres to falsely promote their products online. Consumers report that only

How to protect yourself: • Before you sign up for these “limited time offers” research the company online, see if there are any other consumer complaints and read the terms and conditions you are agreeing to carefully. If you can’t ﬁnd any terms and conditions, that is a red ﬂag. Watch out for prechecked boxes and make sure that you know who and where the company is that you are purchasing from. •

Know where you’re shopping and be wary of purchasing items online with companies you’re not familiar with. If you think you are on the website of a reputable company, double-check the web address before you enter any personal or ﬁnancial information to make sure scammers haven’t redirected you to an imitation website.

COUNTERFEIT MERCHANDISE: Name brand goods, from sporting goods to designer apparel and handbags, are prime targets for unauthorized reproduction. If you purchase these counterfeits you may run the risk of not only receiving a poor-quality product, but one that may not meet environmental or safety regulations either.

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How to protect yourself: • Know the red ﬂags: items that are priced signiﬁcantly lower than what other retailers are charging, spelling and grammatical errors in advertisements and poor-quality images are all signs that the advertisement may be for a counterfeit product. •

•

Beware of off-brand URLs. Scammers often register domain names that are similar to popular sites or contain the name of a well-known brand. Real sales are almost always advertised on a company’s main website, so be wary if you can’t ﬁnd that great deal you saw advertised elsewhere. Look for a secure connection and a privacy policy. Before you enter your personal information in any website, check for a secure connection. To do this, make sure the URL begins with “https://” and includes a lock icon on the purchase page. The lack of a privacy policy is also a red ﬂag.

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FLY-BY-NIGHT COMPANIES: This category covers a broad spectrum of complaints that BBB receives from ads for beauty products, to trendy clothing and accessories. The advertisements look great so consumers purchase without doing any research on the website or the company behind it. Companies market themselves on social media as up-and-coming brands with engaging ads and pictures. The company usually does not have the resources to properly fulﬁll any inﬂux of orders. This leaves buyers open to manipulation, since many consumers report merchandise received is not as advertised, items are slow to arrive or never arrive at all.

•

Use your credit card. Paying with a credit card gives you the advantage of being able to dispute fraudulent charges. This is the safest payment method for purchasing items online.

How to protect yourself: • Google the website name with the words “complaints”, “reviews” and “scam” to see what other customers are saying. Check the “about us” or “contact us” information on the company’s website to see if they contain actual contact details for the business. If the only way to contact the company is through a form, this can be a red ﬂag and can cause difﬁculties if something goes wrong.

For more information visit: BBB.org/BBBsecure. To learn more about how to protect yourself from scammers when shopping online read BBB.org/shoppingonline. Find tips on avoiding scams and fraud at BBB.org/avoidscams. And if you’ve been the victim of an online shopping scam, please warn other consumers by reporting the incident at BBB.org/scamtracker.

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SOCIAL MEDIA RECOMMENDATIONS

Navigating the ‘underground economy’ Are you getting a good deal, or just being duped? By BBB STAFF

It is important to remember that not every business advertising their services is considered reputable or trustworthy.

acebook groups have become a popular online outlet for people looking for recommendations and referrals. Some of these groups have thousands of members, making them a great and low-cost opportunity for small businesses to promote their services, generate leads and is an easily accessible way for people to find businesses to hire. Social media recommendations through your friends or online marketplaces are easy and quick. Instead of doing your research, you have other people who have already done it for you — or so you think. Once you ask for recommendations on a social media website, you will be flooded with responses like, “I know a guy” and an abundance of recommendations. It may be easiest to hire the first recommended company or person, but is it the smartest? In Canada, the underground economy is present in many industries. There are businesses that offer their services even

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when they do not have the proper certiﬁcations or training to do the job properly or legally. These individuals will usually offer a signiﬁcantly lower price than their competitors for straight cash and will usually not offer any documentation or paper trail. If we’re getting a great price on their services, we may think we’re making the right choice and may overlook the fact there is no paper trail. However, in these cases, our common sense could be overshadowed by the temptation of a good deal. If there is no documentation, as a consumer this leaves you little or no recourse against the business

if something was to go wrong. For example, if someone gets injured while working on your property and the business is not in compliance with proper safety regulations — you could be held liable. This leaves you with more stress, and possibly out more money than if you had originally chosen to work with a reputable business with proper licensing. These underground businesses also hurt the local economy with their “too good to be true” pricing. Businesses who follow the rules and have proper licensing ﬁnd it increasingly difﬁcult to compete with below-market prices. It is ultimately up to you how you decide to hire a business.

FOLLOW THESE TIPS TO ENSURE YOU’RE WORKING WITH A REPUTABLE COMPANY: • Check if the company has a business license • Contact the company’s references • Check the company’s website and social media proﬁles. • Obtain an estimate in writing, from three or four different companies. • Have the company sign a written contract that includes details such as completion date, project details and the total cost. • Ensure you have a receipt that details the products or services you purchased, what you paid and what recourse you have — if any — if issues arise. • Check with BBB.org to ﬁnd information on reputable and accredited businesses in your area.

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SECOND-HAND SHOPPING

Another person’s treasure … Six tips to stay safe while buying and selling second-hand online website. However, it’s difﬁcult to have any recourse if something goes wrong since they are an individual, not a registered business. When arranging to purchase or sell an item, disclosing contact information is a necessary step in every transaction, but that doesn’t mean you have to publicize it. If you have a potential buyer for your item, make sure to share contact details privately and not on the classiﬁed posting. Whether you are a buyer or a seller, scammers do not discriminate and can use bits and pieces of your information against you. Here are tips you should follow as a buyer and seller:

By BBB STAFF

eople are constantly looking for good deals on big-ticket items such as cars, furniture and electronics. Many of us use online classifieds such as Kijiji or Facebook Marketplace, where we can find almost new or gently used items for a significant discount, apartments or rooms for rent, or we can sell unwanted items quickly. Buying from online classifieds is different than

buying from a business. You’re not buying from a company (in most cases), but an individual seller who you may not know anything about. Being vigilant when buying and selling online is crucial, and scammers have been known to frequent these websites and take advantage of both buyers and sellers. BBB receives frequent inquiries from consumers looking to pursue a complaint against someone they hired or bought something off of on an online classiﬁed

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Meet up in a safe location • Avoid meeting at someone’s house to purchase an item. If possible, meet in a public location. To be extra cautious, it is a good idea to bring a friend along. • Some police stations have secured “exchange spots” in their parking lots so that buyers and sellers can meet up safely. If there isn’t an exchange spot near you, meet in the parking lot of your local police station, ideally in direct view of security cameras to protect yourself. Exchange at the same time • Do not give someone an item you are selling and agree for them to make payments. Since you are engaging in a marketplace transaction with a stranger, exchanging the item and the money at the same time is the best way to ensure you get the full payment for your item.

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Do your research before you buy • We’re not talking about the item for sale, but it is a good idea to research the seller. Before posting that you are interested in an item, try searching the seller’s name, or click on their profile if it’s on Facebook Marketplace and look for any red flags that they may be a scammer. Here’s what to look for: • Does the person live in your area? If they are on a local buy and sell page but don’t live nearby — that’s a red flag. • Do they have a lot of friends or just a few? Scammers tend to have either just a few friends, or a lot of friends with names that sound made-up and fake profiles with very few pictures. • Do a reverse image search on search engines with their profile picture. If it comes up as someone else, it is likely you are dealing with a scammer. • Having no personal pictures is also a bad sign. If their profile picture is of an animal or an inanimate object, be careful — especially if they show other signs of being a potential scam artist.

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•

Research the item • If you’re the buyer, ask questions like how old the item is and if there are any faults with the product. It is important to compare the seller’s price to what you would pay at a retail location. If it doesn’t sound like a good deal to you, you should pass on the sale. • If you’re a seller, you should be responsible and price your item appropriately. If the item is brand new, and still in the box, you can still charge close to new, with a discount taken off. The older the item is and the more damage it has, the more the product should be discounted. Do your research on other online classiﬁeds and look for similar products to see what a just price for your item will be.

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If you are pricing your item poorly, you could open yourself up to negative comments on your post, or worse, ruin your reputation as a seller. Being a fair and honest seller is your best bet for attracting serious buyers.

Show proof • Show potential customers proof. Don’t just take a photo of the item. Include pictures of receipts, labels and appraisal letters, as this will help you get the most for your item. This especially applies to designer brands where legitimate looking knockoffs are usually sold for the brand name price. Set expectations • It’s important to remember that whenever you’re engaging in a private sale, that both buyer and seller must beware. With any private sale, you typically do not have any recourse against an individual if something goes wrong during the sale. Every purchase through an online seller should be considered “as is.”

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5 i d llii ttrucks k tto serve you, equipped i d with moisture meters 5. S Six delivery 6. Yes - WE DO furnace wood and special cuts Take it from our happy customers and check us out on www.bbb.org/atlantic-provinces under Customer Reviews and Complaints where you will find our five star rating

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SENIOR CARE

One size does not fit all What to look for when choosing a senior’s home

By CYNTHIA MCMURRAY

ging is an inevitable part of life and for many seniors “aging in place” is the goal. While this trend is certainly growing, for some it may not be possible to remain in their homes because of chronic illness or even just the rigours of maintaining a large home. The question then becomes: where do they go? What is the best option for your loved one? Yvette Gagnon, founder of

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Comforting Companions Care Providers in Halifax, says this can be a very emotional time for everyone involved so it is especially important to start planning ahead. “As much as you may not want to, you need to start thinking ahead, looking beyond your loved one’s initial needs when deciding where they will go when the time comes,” says Gagnon. There are many options depending on the speciﬁc needs of a loved one but whether you

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decide on a retirement home, an assisted-living home or a longterm care facility, Gagnon says it is crucial to look at whether the home will be able to accommodate their changing needs. “One size does not ﬁt all. Right now, maybe your loved one is using a walker but they may transition to a wheelchair in the future. Can that facility handle a wheelchair? Is staff available to help get someone from A to B?” she says. While no one wants to see

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their loved ones age, being prepared will make a very stressful and emotional situation easier. Gagnon knows this from personal experience. Her brother was diagnosed with an illness that required 24-hour care. She was working a lot at the time and realized it was not only a very difficult and lonely time for him, but it was also a very emotional and stressful time for her family — so she started looking for help. “I couldn’t find anyone, so I spoke to other families and realized they had the same challenges — finding someone they could trust … people who truly cared and who really understood the challenges that we, as a family, had. So, I took the leap and Comforting Companions was born,” Gagnon explains. Now, Gagnon helps families with aging loved ones and says there are some key things to consider before choosing a home: Your loved one’s needs The type of home will largely depend on your loved one’s immediate needs. Some facilities may only provide care for mostly independent living while others work with seniors who need 24-hour nursing care. Does your

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loved one want a private room, a roommate or an apartment setting? Ideally Gagnon says you want a home that can deal with your loved one’s current needs, but also adapt to and manage their needs as their level of care changes. Location Often the deciding factor for families is the location of the home. You need to consider where you live as that will determine how often you will be able to visit your loved one. Atmosphere Gagnon recommends taking a look at the general atmosphere, “does it look like people are happy there? Does it look like there are opportunities for your loved one to move around and socialize with others outside of regular recreational activities? Is there a drugstore on location, a hair dresser, things like that?” Daily routine What is your loved one’s normal daily routine? Does

your mom like to sleep in, or maybe she gets up very early and wants to have her coffee and toast then? You should ask about bathing and showering. Most homes have a set number of times per week your loved one can bathe or shower — can the home accommodate for that? Keeping their daily routine in place as much as possible is the ideal way to transition to a home. Food Ask to see a menu to determine if the home offers the type of food your loved one would enjoy. Do they make it using fresh ingredients or is everything pre-made and frozen? Is it made daily in an on-site kitchen with a chef or is it brought in? Is there a wide variety or is it the same every week? Can they accommodate special diets or food allergies? Your loved one will be eating three meals a day so it is important they enjoy them. Visit the home While this may seem

obvious, visiting gives you an opportunity to speak to staff, ask questions and see the condition of the home. “Newer facilities are designed more like a pod where everything centres around a centralized, common area and all of the bedrooms are on the perimeter, so it allows everyone to feel like they are in a house,” says Gagnon. Your ﬁrst sense of the environment is important. Gagnon

warns there may be a waiting list for smaller, more personal homes, so get your loved one on the list so you have options when the time comes. Wherever you go, there will be challenges. The important thing is how the home handles those challenges. Above all, Gagnon says, “you want to ﬁnd a place where your loved one will be seen for who they are, not the illness.”

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HEALTH CARE

How to navigate the health-care services and products maze Tips for separating the good from the bad By CYNTHIA MCMURRAY

about helping people improve their health and overall well-being, which is why she offers these valuable tips for consumers looking to ﬁnd trusted health-care options. Check credentials In the natural health industry, it is very easy for people to offer any number of “health services.” Natural health has made its way into mainstream society, but this also means there are people willing to take

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CUSTOM HOMES & RENOVATIONS

rying to separate the “good” from the ‘bad’ when it comes to health services and products today can be daunting for anyone, says Patricia MacKinnon, owner of Forever Healthy, an allergy elimination clinic with seven locations throughout New Brunswick, Prince Edward Island and Nova Scotia. As a registered nurse, allergy elimination practitioner and licensed acupuncturist, MacKinnon knows all too well how difficult it can often be for people to sort through the vast amount of health claims and information that flood today’s marketplace. This is especially so when it comes to natural health. And if someone is looking for a health practitioner, be it a naturopath, physiotherapist or acupuncturist, for example, they more than likely have health issues they are looking to resolve, which can add a layer of vulnerability to what can already be an overwhelming situation. This is why it is so important to do your homework before choosing a practitioner, says MacKinnon. Forever Healthy’s original location opened in 1998 in Riverview, N.B. Today, the head office is located in Charlottetown, P.E.I. where MacKinnon says she and two other practitioners see between 400 to 450 client visits per month. She is passionate

advantage of this growing trend. There are governing bodies to protect consumers by ensuring practitioners are licenced and follow specific guidelines, but you should always check their credentials. “Know your practitioner, find out what their qualifications are, how long they have been in business, find out if they are registered to offer services,” says MacKinnon. Credible practitioners will gladly reveal their credentials and experience.

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Ask questions Often people blindly trust a practitioner, even if they have never been treated by them. This way of thinking has somehow become the standard in health care and likely stems from the traditional doctor/ patient relationship in which physicians are regarded as the authority. But the landscape is changing, according to MacKinnon and people should not be afraid to ask questions. “It is their right.” As an example, MacKinnon recalls a patient asked her if the needles she uses for acupuncture are sterile. “I said, ‘That is a great question.’ Don’t ever assume the person is using the best product or even a quality product. Always ask.” Get the details Find out exactly what a speciﬁc practitioner offers or what the treatment entails before you agree to anything, says MacKinnon. “When someone calls us for an appointment, the receptionist will ask them what they know about us and will explain what the initial testing involves. We also explain the process and reasoning behind it every step of the way.” She stresses it is imperative people know what to expect and that they are given all of the necessary information they need in order to make an informed decision about their health. Testimonials A successful practitioner will have testimonials. With today’s ease of access to information, a Google search can bring up a wealth of information. A reputable practitioner will have an online presence of some sort, be it a website or on social media sites. Do they have good standing in the community? Are they a member of the Better Business Bureau? “Check out what

others are saying about this person,” says MacKinnon. Word of mouth is an invaluable tool for a credible practitioner. Get a second opinion Don’t ever be afraid of insulting a practitioner by wanting to get a second opinion if you are unsure of their diagnosis or treatment. People typically have no problem getting multiple quotes for other types of services, but when it comes to their health, they aren’t always as diligent. “It’s your right and a reputable practitioner will always respect that,” says MacKinnon. Choosing health products Separating the good from the bad when it comes to choosing the right health product can be extremely difﬁcult. What works for one person may not work for another. MacKinnon does suggest, however, that you should do some research into anything you decide to put in your body. When it comes

to things like weight-loss supplements, even if they do help you lose wright, she says you should consider what will happen when you stop taking that particular product. “It is better to allow your body to do things naturally — exercise, eating well, living a well-balanced lifestyle is probably the best way of maintaining better health.” As a ﬁnal tip, MacKinnon warns people to be warry of “free samples.” When companies offer a free trial or a free sample, it may be technically true, but what they don’t reveal — at least where it is clearly visible — is that you will automatically be charged a monthly fee (that can be hundreds of dollars) for more product, unless you cancel. “Is anything ever really free?” she says. Ask yourself, if it is truly free, why do you need to give them your credit card? For MacKinnon, the bottom line is, “Self-care is very important, but always know where you are getting it.”

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CONSUMER ADVICE

Separate emotions from finances How logic gives you power over your purchases By BBB STAFF

very now and then we all make impulse purchases. And often, we come to regret those purchases later. If it’s something small, it’s no big deal. But if it’s something that costs us hundreds or thousands of dollars — that’s a different story. Through the work that happens in a BBB ofﬁce, we see many cases where one simple thing could have prevented a bad situation from ever happening: a moment to stop and think calmly. Whenever you feel pressure to make a decision quickly, especially one that comes with ﬁnancial consequences, it should instead be your cue to do exactly the opposite. Slow down and carefully think through what you’re about to do. High pressure sales tactics are unfortunately still employed in many industries and businesses. A slick car salesperson who tells you that the price is only available if you buy now. A door-to-door salesperson who says your health is at risk if you don’t sign the contract for expensive water or air treatment equipment right this moment. A contractor who shows up at your door with “leftover materials” from another job, and he can only offer the work at this cut-rate price if you pay upfront today. All of these are signs that you’re dealing with a company you perhaps shouldn’t be.

✓ TOP TIPS

thinking about the consequences. When a “love interest” we’ve only met online asks us to send thousands of dollars to them in a romance scam, we do so because of the fear that we may lose that relationship. Please heed this advice from your friends at BBB: when you’re feeling under pressure, pause. Slow down, take a few deep breaths and think. Make decisions based on logic, rather than emotion and there’s a good chance most of those decisions will be good ones.

✓ TOP TIPS

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An ethical business wants to sell to customers who truly understand and want to purchase their product or service. High pressure tactics are not an ethical sales practice because they rely on you — the customer — making a decision based on emotion rather than logic. Our emotions are also often exploited by scammers – in most cases, fear. When we receive a call from a fraudulent “CRA ofﬁcer” threatening legal action on overdue taxes, it’s fear that causes us to give up our credit card information without

• 877-663-2363

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BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Many happy returns Know your rights when a purchase goes awry By BBB STAFF

ypically when you make a purchase, the last thing on your mind is returning it. When we buy something we hope and trust that we’ll get the value we expect for our hard-earned money. But sometimes it doesn’t work out that way. A product is sometimes ﬂawed right from the manufacturer, or maybe it doesn’t quite ﬁt the body or the home we bought it for. When this happens, do you know your rights? One of the most frequent and persistent myths we’re asked about at BBB is a universal return policy. Many people believe that if they return an unused or unopened product to the store where it was purchased with the receipt, they are always entitled to return that product for an exchange or refund. This isn’t true! Of course, many stores are very happy to exchange or refund a purchase in those circumstances, but they are not obligated to by any law. As a consumer, it is your responsibility to know and understand any return policies when making a purchase, large or small. Can a used item be returned? What if it’s open but you haven’t used it? Do you need the receipt? Will the store offer a refund, or only a credit or exchange?

At BBB, we believe “better businesses” should have return policies clearly posted for their customers – perhaps on a sign near the cash or on the receipt itself. If you’re making a purchase and you don’t see a return policy posted, ask a staff person. If they don’t know, ask for the manager. And if they do not have (or won’t put) a policy

in writing, you’re safest to assume that the purchase you’re making is a ﬁnal sale. The myth of a guaranteed exchange policy is perhaps most prevalent when it comes to car sales. We see this false information spread broadly and frequently on social media, which is concerning because this is one of the largest purchases a person will make. Like any retail store, unless a

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dealership has a specific policy allowing you to return or exchange a vehicle, or break a financing contract, you don’t have the right to do so. But what happens when you’re owed something and a business closes? What if you’ve purchased a product that hasn’t been delivered yet or was defective on purchase and the company did have a return policy? Or if you purchased a gift card or gift certificate and the business has closed? Unfortunately, in these cases, your recourse as a customer is quite limited. When a business closes, or files for bankruptcy, most customers that are owed something by the business are deemed unsecured creditors. This means that any assets would first be distributed to secured creditors like banks and other suppliers. Since there’s rarely anything left after that, in most cases unsecured creditors are left empty-handed. This is one of the many reasons a business’s track record is important – especially if the purchase you’re making is a significant one. A business that’s been around for a long time is more likely to be there to look after you if something goes wrong. No one likes to think about a purchase gone wrong, but it pays to know your rights.

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bbb.org/atlantic •

AUTOMOTIVE ADVICE

Choose your mechanic wisely How to find a trustworthy mechanic and the risks of using a backyard repair shop By CYNTHIA MCMURRAY

f you have been driving for any length of time, you probably already have a good, trustworthy mechanic. If you don’t, it can be tempting to simply look for the least expensive option. But you may want to rethink that decision, according to Tim O’Regan, Director of O’Regan’s South Shore, who says ultimately, it can wind up costing you more. Car repairs are a necessary part of owning a reliable and safe vehicle. While they can be costly at times, there are ways to mitigate these costs. The key, says O’Regan, is to ensure you bring your car to someone you trust. To help you ﬁnd that person, he offers some sound advice. Appearance While it may seem obvious, O’Regan says, anyone who does legitimate mechanical repairs will have a physical appearance in the community. They will have a shop with tools and lifts and all of the necessary things you would expect to see in an auto repair shop. While independent repair shops are not typically as big as a dealership or franchise, they still have the capacity

• 877-663-2363

and knowledge to do most repairs. It is the “backyard” mechanics who don’t always have a legitimate physical appearance who are most likely to be an issue and who you should avoid. Longevity in the market How long a business has been operating in the community is usually a good indicator of their success. Reputation According to O’Regan, word of mouth is a great indicator of reputation. “Generally, if you ask around someone you know will have some kind of an experience with a company,” he says. “If you ﬁnd more than a few people that can speak positively about that person or the company, it is probably a good indicator they are someone you can trust.” Better Business Bureau (BBB) A positive BBB background is another good indicator of whether the person is someone you can do business with. Do they have an established reputation with the BBB? Do they have positive reviews, no negative history, an A rating? As a last resort, O’Regan says an online Google search of a business should bring up any red ﬂags.

Warranty Legitimate businesses will often have a parts and labour warranty with replacement of that particular part, something a backyard mechanic may not do. Risks of using a backyard mechanic O’Regan says you should be leery of someone operating out of a backyard garage for a number of reasons: • Lack of training Auto repair today involves a lot of technology. Cars are more like computers, so you need someone who is trained in and familiar with the evolving technology. A backyard mechanic is less likely to have that training and experience, or the expensive tools needed to do those repairs. • Nothing to lose “A backyard mechanic doesn’t really have a legitimate business, meaning they perhaps are not a tax-paying business so they don’t really have anything to lose. They can do work and if it goes well — great — but if it doesn’t, there’s no real downside for them to not fix it or make sure they fix it properly,” says O’Regan. “That’s not to say all backyard mechanics will not fix things properly or will turn their back on you, it’s just more probable than an established business with a physical presence.” • Lack of experience “An established company in the community will see a lot more vehicles so they may have already had a number of examples of a particular type of repair. So they are more likely to get that repair done in one shot as opposed to multiple times, which is more likely to happen with a backyard operation that may not know exactly what the issue is,” O’Regan says. That being said, auto repair is not an exact science and sometimes even with an established repair shop, things may not be entirely fixed on the first visit. The difference is that an established business will usually work with you until the issue is fixed. When this does happen, consumers should be aware they should not automatically expect a full refund since the repair shop has invested time, labour and parts in many cases. Also, consumers should understand that even a legitimate repair shop will charge a customer for things like diagnostic testing to determine what is wrong, but O’Regan says if you follow through with the repair, generally there should be no charge for the test. If you have the testing done and then take your car somewhere else to be fixed, it is standard practice to charge for the test.

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SPRING SERVICES

Danger at the doorstep Know what to ask the next time someone knocks on your door By CYNTHIA MCMURRAY

pring is here, which means it is also the season for doing some of those muchneeded home repairs like paving the driveway, replacing a leaky roof or some serious landscaping. With such a short season companies are already gearing up and are ready to go — but so are the scammers who will undoubtedly be knocking on doors. “Unfortunately, many good companies get painted by the same brush,” says Peter English, Owner of English Paving Corp. in Paradise, N.L., “so, when you try to give people good advice, they often don’t take it because they are being scammed by some crook.” For this reason, English is eager to share tips to help homeowners separate the good from the bad. No money should change hands If the person at your door asks for money right away or encourages you to pay a large deposit — a red ﬂag should go up. “Once you get the job and start doing some preparation work like laying graded stones or producing other work, a company might ask for a deposit,” said English, “but be wary because there are a few people going around to people’s doors right now and asking for a $500 deposit without doing any work at all.” Once you hand over your money, dishonest companies have no motivation to come back to actually do the work and you will may never see them again.

“Today, scammers will do anything to get a buck and downloading a few pictures of someone else’s work and throwing together a fake Facebook page, are pretty easy,” English says. Get a few prices “These guys that come to your door are smooth talkers. So be aware of that and don’t jump, even though it may seem like the best price. Get a second or third opinion,” says English. “Almost every company offers a free estimate — you don’t have to commit to anybody in the moment.” In fact, if they tell you the offer is only good for that day — say no thank you. If they are really interested they will be back after you have looked into them to see if they are legitimate. Get a contract “Ask for a legitimate contract. If they don’t have a legitimate contract it probably means they are not legit,” says English. He says that if their company logo and HST

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Equipment Make sure that the company coming to your door actually has the equipment needed to get the job done, says English. Go on their Facebook page or website, look at their advertising materials and business cards and make sure the company logo they have in those places is on their equipment as well. “Anyone can download a picture from the internet and say it is their equipment, but nobody pays $275,000 for a spreader like I did and not put their logo on it,” English says. Better Business Bureau (BBB) Check to see if they are accredited with BBB and if so, do they have any complaints against them? If they do, English recommends reading the complaints and their response to make an educated decision about working with them. Social media Facebook and other social media is a great way to advertise for free. Any company that is legitimate will use that opportunity to put up pictures of their work or let customers know what their company is doing. When looking at social media sites make sure to also look to see how long the company has been in business, that their social media is representative of that, and that it provides real and veriﬁable information such as an address, phone number, email, employee’s names and pictures if applicable and that everything lines up.

• 877-663-2363

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BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

number are not on the contract, then they are likely just a ﬂy-by-night business out knocking on doors and trying to make some money. Verify, verify, verify • Get their HST number — you can learn a lot about the company just from that. • Call the Workers Compensation Board to make sure the number is up to date. • Get a licence plate number from their vehicle — police can track it if need be. • Ask for their company phone number

and actually dial it to see if it is real. Verify the company coming to your door is actually doing the work themselves and not farming it out to another company by charging you more. “I have had people come to me and say they have five jobs, can you do them? What they are really doing in collecting money from people at an inflated rate and having me do the job for what I normally charge. While this is fine if that is how they want to run their business, it is the customer that •

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ends up paying for it,” he says. For this reason, English recommends getting different estimates from different companies before the work begins. What many consumers may not know is they are protected by their provincial Direct Sellers’ Act, which allows consumers to cancel a contract with 10 days of making or receiving it with no questions asked. Above all, listen to your gut. If something feels off or if something feels too good to be true — it probably is.

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HOME BUYING ADVICE

Avoiding first-time homebuyers remorse Being prepared before starting the search could save you time and money in the long run By BBB STAFF

s exciting as buying your first home is, it can also be an overwhelming experience taking on such a significant expense. It is hard to know where to start for first-time homebuyers, which is why it is so important to do your research to make sure you are covering everything. First things first, ensure you know how much you can comfortably spend on a home. Consider yours and your partner’s monthly income and expenses and decide what you are comfortable with. To get a ballpark idea about what you’re able to afford, consider using an online affordability calculator. This can give you a better understanding of what your monthly mortgage payments, home insurance and closing costs will be. Lenders typically require 20 per cent to as little as 3 per cent for a down payment, but this isn’t the only significant cost you will need to cover. Make sure you save enough for closing costs, which average between two to five per cent of your loan amount. Ensure you are well prepared with this

• 877-663-2363

information before you start searching for your dream home and follow these tips for ﬁrst time home buyers. Do your research: It’s hard to know if you’re getting the best deal if you don’t compare other offers. Applying to multiple lenders allows you to compare interest rates and closing costs and can even allow you to leverage offers against each other. Get financing before browsing: Houses can exit the marketplace as quickly as they enter. You could be setting yourself up for heartache and frustration if you begin looking before you secure funding. First-time homebuyers may be surprised to see how much mortgage lenders approve for them to borrow and this could affect where you begin your house search. Know what you want but prepare for compromise: It’s rare that a ﬁrsttime homebuyer can purchase their dream home with everything they want included. Consider what you’re willing to compromise on and what you’re not. Consider using a realtor: Buying a home can be stressful, but having a professional by your side could make the process

a bit easier. Realtors help you find the right property for your budget and expectations, negotiate offers on your behalf and answer questions and concerns that a first-time homebuyer will have. Budget for after move-in expenses: Saving for a down payment and closing costs is essential, but it’s just as important to save for things you’ll need immediately after moving in like utilities, cable and internet, changing locks, and perhaps paint and furniture. Make a list of tasks you need to do immediately after moving into your new home and get quotes on those jobs, so you know you’re getting the best deal. Buying a home is an exciting milestone, but it can also be risky as first-time homebuyers may not know which problems can arise during the process and how to prepare for them. Here are three mistakes first-time homebuyers should avoid: Going over the preapproval limit: It’s up to you as the borrower to assess your financial situation and know how much you can safely spend — not the lender. Ask your realtor to show you homes near the lower end of your pre-approval limit. A more expensive home could leave you paying more each month and will make it challenging to take on unexpected costs that will arise during home ownership. Blowing your budget in a bidding war: In a competitive real estate market houses can get multiple offers. If your dream home has another offer, it can be tempting to jump to the maximum pre-approval limit. Take some time to consider how the higher mortgage payment would affect your life over time and whether or not it’s worth it. Skimping on the home inspection: Once an offer is accepted, you move on to the home inspection, which analyzes the condition of the home inside and out. It’s important to note that not all home inspections are equal. As the buyer, you will contract a company for the service, so do some research and compare services and costs to know what is covered. Make sure the inspector will access every part of the home like the attic, roof and crawl spaces. Plan to attend the inspection so you can ask questions and have the inspector show you anything of note. If you can’t be there, ask your realtor to go in your place. Search www.BBB.org when looking for a lender, buyer’s agent, home inspector or realtor to ensure you’re putting your trust in the right place.

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

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bbb.org/atlantic •

RENTAL PROPERTY MANAGEMENT

Rules for rentals The do’s and don’ts of leasing By BBB STAFF

“Happy Place Property Management has had two prospective renters report to us that a scammer had responded to their want ad with photos of a property that we had actively listed for rent, so it is an active scam. Be extra cautious if someone is responding to your rental wanted ad and privately messaging you with rental property details. Renting a home that is professionally managed by a BBB Accredited Business is an excellent way to avoid this” – Jenna Ross, Happy Place Property Management

• 877-663-2363

inding the perfect home or apartment to rent is difﬁcult and the stress that follows along with this process seems to be unavoidable. Most renters, especially ﬁrst-time renters, want to avoid complications as much as possible and wish to procure the best opportunity of a good location and affordable rent. The digital age makes it easier for renters to gain access to many listings in one search, however with all these listings, it also opens opportunities to be taken advantage of. Rental scams When searching for rentals online, it is important to look for language such as “amazing deal, don’t miss out!” or “everything included only $500 per month!” This may stand out because there’s a sense of urgency, but these are common tactics used by scammers to make their listings stand out from others. Fraudsters copy a listing from a legitimate website and re-post it as their own listing with their contact information, but they do not have any ties to the rental property. These are

known as “hijacked ads.” Other rental scams are classiﬁed as “phantom rentals,” where the rental property does not exist, but the scammers pique your interest with stolen property photos and a temptation of a good deal. Their goal is to receive a deposit before you are fully able to check out the property or the actual seller. Because these scams have become so sophisticated, it is crucial to be vigilant and ask as many questions as possible for clariﬁcation. Property management scams It’s also important for owners to be cautious if they are hiring a property management company to handle their rental. It isn’t just the renter you need to be worried about, but there are property management scammers out there as well. The scam starts when a property owner hires someone claiming to be a property manager to help rent their home. The newly hired “property manager” schedules several viewings for a single tenant home but accepts all potential tenants and provides different move-in dates. This way, the scammer collects

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

several different sets of ﬁrst and last month’s rent and disappears with the owner’s money, possibly ruining their reputation as a property owner and leaving them to pick up the mess left behind.

LOOKING TO RENT A PROPERTY? Here are some tips: View the property Always view a potential

rental. If physically being there isn’t an option, inquire if they can accommodate a video call and give you a “live virtual tour.” If possible, send someone you can trust to view on your behalf. Look for duplicate listings The price or deal that is available on one website should be available across all listings. If they don’t match, inquire further

✓ TOP TIPS

to make sure the best price you are seeing is the correct one. Follow instructions As much as you should be cautious of rental scams, the rental company, manager or owner of the building may also be cautious of scammers on their end. Ensure you follow the instructions from the manager or owner after being approved for the rental. An established

rental company will ask to complete a soft credit check and for references. They will also want proof of employment or income. Ask questions It is the renter’s job to be there to answer any questions you might have about the property, fees, etc. Don’t be afraid to ask questions and get clariﬁcation, it’s what they are there for.

✓ TOP TIPS

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Here are some questions you should ask: What are your fees? Typically, monthly property management fees are a small percentage of the monthly rent collected for long-term rental homes. Short-term rental fees are usually a higher percentage of rental revenue due to the increased effort required to manage the booking and turnover. Inquire if there are fees outside of monthly property management fees that are charged (lease renewal, inspection fees, tenant placement fees, etc.). Do you have a property management contract? You should be provided with a contract signed before a property manager begins managing your property, so that the agreed upon fees and terms are in writing. This way if there is any confusion about expectations, you can go back to the contract and have a neutral agreement to consult with to discuss. Where do you advertise your homes for rent? In Atlantic Canada, online classiﬁeds and social media are popular outlets for tenants looking for homes for rent. How do you receive rent payments? Options are e-transfer, postdated cheques, direct deposit to

a bank account or payable online through a property management software. Cash is not a recommended method of payment. How do you handle property maintenance and repairs? Some companies have in-house maintenance staff, while others hire contractors as needed. A property manager will either take your call directly and notify the emergency tradesperson or they will have a phone number for after hours emergencies for tenants to call. How do you deal with tenant issues? If something goes wrong with a tenant that requires legal action, for example if the tenant was not taking care of the property, most property management companies will have no problem representing you during a tenant dispute. Can I contact some of your current clients for a reference? Always get references when hiring someone to take care of your rental property. Even newer property management companies should be able to provide some references. You can also check references on their BBB business proﬁle, their Facebook page, Google and their company website. *Some information provided by Jenna Ross from Happy Place Property Management.

Get The Royal Treatment All types of home renovations and remodelling

Specializing in kitchens, bathrooms, decks and additions

(902) 497-5786 • www.JasonRoyrenovations.com 36

• 877-663-2363

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Your Trusted Insurance Partners Our Services Include: Employee Benefits Health, Dental & Travel Plans Life Insurance Financial Security Planning

515 St. Marys Street Fredericton, NB 506-458-0102 Email: cisi@coreyinsurance.ca

www.coreyinsurance.ca

36th

ANNIVERSARY

Starlite ELECTRIC LTD

PROUD MEMBERS Sydco Energy Fuels 539-6444

Scotia Propane 539-5474

ELECTRICAL INSTALLATIONS & REPAIRS • LICENSED & INSURED

CERTIFIED INSTALLER

KEITH ROSE

100 Brookfield Rd, St. John’s • starlite@nf.aibn.com www.stariteelectricltd.com

709-722-1932

Commercial • Residential

452 George St., Sydney, NS • www.homeenergyworld.com

Frank Magee

Sutton Group Professional Realty With you all the way

3845 Joseph Howe Drive, Suite 100, Halifax, Nova Scotia (902) 453-5552 SuttonHalifax.ca

RESIDENTIAL AND COMMERCIAL

ROOFING

Serving Halifax, Dartmouth, Bedford, Sackville, Cole Harbour, Eastern Passage, and Lawrencetown. WE OFFER MILITARY & SENIOR DISCOUNTS

Welding Repairs Truck & Trailer Repairs

Owner / Operator PO Box 673, Saint John, N.B. E2L 4A5 506-654-8660 | 506-654-0860 www.franksmobilerepair.ca | fmrtruck2@gmail.com

We’d Like to “Earn” Your Business! Try Us Next! Specializing in:

309 Sackville Dr., Lr. Sackville, NS B4C 2R7

• Complete Engine Repair • Brakes • Mufﬂers • Diagnostics • Tune-Ups • Electrical • All Makes & Models • Air Conditioning Service

865-5855 bbb.org/atlantic •

CONSUMER SERVICES

Services directory CONSUMER PROTECTION

HUMAN RIGHTS

LEGAL INFORMATION

Nova Scotia: Consumer Awareness Landlord/tenant, direct sellers, collection agencies. Phone: 902-424-5200 Toll-free: 1-800-670-4357 Email: askus@novascotia.ca Website: http://bit.ly/servicens

NS Human Rights Commission Phone: 902-424-4111 Toll-free in Nova Scotia: 1-877-269-7699 Email: hrcinquiries@novascotia.ca Website: http://bit.ly/nshumanrights

Legal Information Society of Nova Scotia Toll-free: 1-800-665-9779 Email: questions@legalinfo.org Website: https://www.legalinfo.org/

Human Rights Commission NL Phone: 709-729-2709 Toll-free: 1-800-563-5808 Email: humanrights@gov.nl.ca Website: www.thinkhumanrights.ca

New Brunswick: Financial and Consumer Services Commission Fraud information, direct sellers, collection agencies, payday loans. Toll-free: 1-866-933-2222 Email: info@fcnb.ca Website: http://bit.ly/fcnbconsumer

PEI Human Rights Commission Phone: 902-368-4180 Toll-free in PEI only: 1-800-237-5031 Email: contact@peihumanrights.ca Website: http://bit.ly/peihumanrights

Newfoundland & Labrador: Consumer Affairs Consumer protection, landlord/tenant, real estate regulation. Phone: 709-729-2600 Toll-free: 1-877-968-2600 Email: consumeraffairsaccount@gov.nl.ca Website: https://www.servicenl.gov.nl.ca

New Brunswick Human Rights Commission Phone: 506-453-2301 Email: hrc.cdp@gnb.ca Website: http://bit.ly/nbhumanrights

LABOUR Labour Standards Division – NS Phone: 902-424-4311 Toll-free: 1-888-315-0110 Email: labrstd@novascotia.ca Website: http://bit.ly/nslabourboard

PEI: Consumer Services Complaint handling, collection agencies, direct sellers, payday loans. Toll-free: 1-800-236-5196 Email: island@gov.pe.ca Website: http://bit.ly/peiconsumer

Canadian Radio-television and Telecommunications Commission (CRTC) Phone: 1-877-249-2782 Website: http://bit.ly/crtccan Competition Bureau Canada Toll-free: 1-800-348-5358 Website: http://bit.ly/competitionbureaucan

A successful workplace safety program depends on spotting hazards and evaluating risks before harm is done.

Avoid contractors who demand a large down payment to buy materials (most reputable contractors maintain accounts with their suppliers)

(902) 740-3394 Yarmouth (902) 233-4905 Halifax buffzonecleaning@eastlink.ca

• 877-663-2363

Insurance Bureau of Canada Phone: 1-844-227-5422 Email: consumercentre@ibc.ca Website: http://www.ibc.ca

Labour and Employment Board – NB Phone: 506-453-2881 Email: LEB-CTE@gnb.ca Website: http://bit.ly/nblabourboard

✓ TOP TIPS

SPONSORED BY:

Public Legal Information Association of NL (PLIAN) Phone: 709-722-2643 Toll-free: 1-888-660-7788 Email: info@publiclegalinfo.com Website: https://publiclegalinfo.com/

General Insurance OmbudService Toll-free: 1-877-225-0446 Website: www.giocanada.org

Labour Relations Board – PEI Phone: 902-368-5550 Email: hawalsh@gov.pe.ca Website: http://bit.ly/peilabourboard

✓ TOP TIPS BUFF ZONE CLEANING SERVICES

Community Legal Information Association (PEI) Phone: 1-800-240-9798 Email: clia@cliapei.ca Website: http://www.cliapei.ca

INSURANCE

Labour Relations Board – NL Phone: 1-709-729-2707 Email: LabourStandards@gov.nl.ca Website: http://bit.ly/nllabourboard

Canadian Anti-Fraud Centre Phone: 1-888-495-8501 Website: http://bit.ly/canantifraud

Public Legal Education and Information Service of New Brunswick Phone: 506-453-5369 Family Law Information Line (toll-free): 1-888-236-2444 Email: pleisnb@web.ca Website: http://bit.ly/legalinfonb

SPONSORED BY: ALEX RUSSELL CONTRACTING LTD. (902) 794-1544 alexrussell1959@hotmail.com

✓ TOP TIPS

Always use creative and strong passwords.

When hiring a home builder, there’s no better way to judge the quality of a builder’s work than to look at their past projects. Ask to see a portfolio and if possible visit one of their projects.

SPONSORED BY: LEO J BEAZLEY (902) 465-6053 leojbeazley.com

SPONSORED BY: BLUE RIDGE BUILDERS INC. 902-209-9418 www.blueridgebuilders.ca

BETTER BUSINESS BUREAU • Serving the Atlantic Provinces

Whether you’re buying something in a store, at your door, or you’re thinking of working with a mortgage broker, being a smart consumer is about more than just getting a great deal. It’s about knowing your rights and responsibilities, and what protections you have as a consumer.

Que ce soit un achat dans un magasin ou auprès d’un démarcheur, ou la consultation d’un courtier en hypothèques, un consommateur averti ne cherche pas seulement une bonne affaire. Il connait ses droits et ses obligations et ce qu’il peut faire pour se protéger.

Save time and stress by following these best practices for New Brunswick consumers:

Voici quelques conseils pour consommer judicieusement au Nouveau-Brunswick :

• Check their licence. Mortgage brokers, payday lenders and door-to-door salespeople must be licensed with FCNB. You can check their licensing status by contacting FCNB.

• Vérifiez le permis. Qu’ils soient courtiers en hypothèques, prêteurs sur salaire ou démarcheurs, tous doivent avoir un permis de la FCNB. Vérifiez que leur permis est en règle auprès de la FCNB.

• Know your rights at home. When you buy products or services at your door you may have the right to return the product or cancel the service, no questions asked, within 10 days.

• Connaissez vos droits relativement aux achats à domicile. Dans la plupart des cas, vous avez le droit de retourner le produit ou d’annuler le service dans les 10 jours suivant l’achat.

• Ask about return policies. Many people think they have 30 days to return or exchange an item. But, did you know that each business sets its own policies? Always ask BEFORE you make a purchase.

• Renseignez sur la politique de retour. Beaucoup croient qu’ils ont 30 jours pour retourner ou échanger un produit qui ne les satisfait pas. Mais saviez-vous que c’est à la discrétion du magasin? Informez-vous AVANT l’achat.

• Know about warranties. When you purchase a product from a dealer you may have rights if the product is defective or didn’t live up to the dealer’s promise. For more information on consumer rights and responsibilities in New Brunswick, visit FCNB.ca or call us at (866) 933-2222.

• Renseignez-vous sur les garanties. Vous pourriez avoir certains droits si le produit que vous avez acheté d’un revendeur est défectueux ou ne répond pas à vos attentes. Pour connaître les droits et obligations du consommateur au Nouveau-Brunswick, visitez FCNB.ca ou composez le 866-933-2222.

bbb.org/atlantic •

Shingled roofs Metal roofs, Flat roofs Residential & Commerical AFTER

BEFORE

Call us today for a free full roof inspection 24 HR EMERGENCY REPAIR 40 TO 50 YR PRORATED WARRANTIES 10 YEAR TRANSFERABLE WORKMANSHIP WARRANTY SENIOR DISCOUNTS WE EDUCATE YOU ON VARIOUS OPTIONS

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