Matters of Trust

Recently, Megan MacBride, director of Marketing and Communications for the Better Business Bureau of Central New England, paid a visit to our BusinessTalk podcast, talking with BusinessWest Editor Joseph Bednar about the role of the BBB. Here are some abridged highlights of that conversation.

BusinessWest: Can you give us a basic idea of some of the programs and services of the BBB and how they benefit both business owners and customers?

MacBride: We have the business side, and we have the consumer side. We have a consumer foundation that offers support to consumers. For example, we put on a lot of scam presentations and seminars. It’s really helpful for people who are getting older because there are a lot of elder scams out there. So we’re continuously trying to educate those people.

We also have a complaint service. For example, if you went and bought a hot dog at a hot-dog stand and you were charged $2 and the person behind you was charged $1, and you were mad about that $1, you could call the BBB, and we’ll open up a complaint, whether the business is accredited with us or not, and we’ll be a neutral third party that will bring the unhappy customer and the business together to find a positive resolution that works for both.

Megan MacBride

“Don’t let these scammers bully you with threats and rush tactics like, ‘you need to pay now, or otherwise you’re going to get a fine, or you’re going to get arrested.’ The IRS will send you a letter in the mail. It’ll never be a threatening phone call.”

What the business wouldn’t want, whether they’re accredited with us or not, is a bad rating on our website because we document all of this stuff, and we vet all of our businesses before they can become accredited with us. Even if they’re not accredited with us and there are complaints, we’ll still fully investigate it, and we’ll make those complaints public so people are aware of what’s going on.

BusinessWest: What does it mean to be a BBB-accredited business?

MacBride: We have to go through your entire business and make sure that you fit our standards of trust. Our BBB standards of trust are to advertise honestly, tell the truth, be transparent, honor promises, be responsive, safeguard privacy, and embody integrity. We want to have businesses that follow our standards of trust to be accredited.

And there are a lot of benefits. We had about 220 million viewers in 2024 on bbb.org. As an accredited business, you can list your business with us. We also do advertising for businesses, so they can buy ad spots as well. There are tons of other opportunities to work with the BBB beyond just getting the seal.

We’re always here as a resource for anyone on the business or consumer side if they ever need anything. I think it just fosters trust in the community. We all want to do business with good businesses, and we want to avoid scams and frustration. So when we’re all in this together and we have these accreditations to back it up, it makes you feel just a little bit better.

Another part of being a BBB-accredited business is that you have opportunities for e-learning seminars, so you can learn different things about various business topics. It’s an additional resource for lifelong learning. Even as a business owner, you’re still learning every day.

BusinessWest: You mentioned consumer scams. What are some examples of scams that are common right now?

MacBride: One that’s been ongoing recently is an EZ Pass scam. I don’t know if you’ve ever received an unsolicited text message claiming to be from an EZ Pass service. They make you follow this weird link, and then, next thing you know, your information is stolen. There have been over 800 reports in our region alone, and I know that other regions have also been targets of this.

I want to continue to remind people, do not respond to that text. It is absolutely fake news. EZ Pass would never send a text to you saying that you have an outstanding balance. It’s important to delete those, and it’s also important not to respond back. That’s a big thing. Even if you’re trying to respond just to say stop or unsubscribe, don’t even do that. Immediately block the number, report it, don’t even engage with it.

Another big scam that’s been going around recently is the wrong-number scam. You’ll get a random text and somebody says, ‘hi, I’m trying to reach so-and-so; this is my new number.’ And you might respond back and say, ‘hey, sorry, I think you might have the wrong number. I am not so-and-so.’ And then the scammer will respond, ‘oh my gosh, I’m so sorry. Thank you so much for taking the time to let me know. How are you today? My name is X. I’d like to start talking to you now.’

And it just gets a little weird, right? So again, don’t respond to these. If you ever get an unsolicited text or phone call, review the number with caution, and if it’s a call, they can always leave a voicemail.

The other one relates to tax season. Everyone’s preparing for that April 15 date, so I’ve been trying to warn people about the IRS impersonation scams, when you receive a phone call from the IRS and they’re demanding money from you. The IRS does not do that, so don’t let these scammers bully you with threats and rush tactics like, ‘you need to pay now, or otherwise you’re going to get a fine, or you’re going to get arrested.’ The IRS will send you a letter in the mail. It’ll never be a threatening phone call.

BusinessWest: It would seem to me there is more awareness of scams, but I imagine you’re seeing the complaints at ground level, and there’s probably still a lot of need for education and to keep reinforcing these messages, right?

MacBride: Absolutely. Like I said, we have some of these vulnerable populations, older people, and with the rise of AI and the ability to manipulate photos and videos, it’s so important for us to continue to trying to get get ahead of it, making sure we’re on top of the curve, so we can continue to warn people of these things.

BusinessWest: There are a lot of organizations out there that advocate for the business community or for the consumer community. You really do both. How gratifying is it to be involved in that sort of work, to help consumers find what they need and also help businesses succeed?

MacBride: Honestly, it’s great. We are a nonprofit advocacy group for not only businesses, but also consumers, and it feels really good to get all the good businesses to come together and work together. I think our values are important. And I think having resources for consumers is amazing too, because sometimes people don’t know where to turn when things happen. So we want to always be there for both sides of it.