We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Freight Forwarding

DHL Express

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Freight Forwarding.

Complaints

This profile includes complaints for DHL Express's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

DHL Express has 90 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 703 total complaints in the last 3 years.
    • 217 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received following email:We were unable to deliver your DHL Express shipment with waybill number ********** from GELU today because you were not home at the time of our attempted delivery.Please arrange redelivery here. Delivery Information Waybill No.********** Delivery Address *************************************************************************************************************************** However, the case is I spent whole day at home for receiving this mail. I have a cam doorbell and 2 security cams watching my driveway. This delivery agent did not even appear on my driveway, and he was saying that iI was not at home!I ****** off!

      Business Response

      Date: 04/14/2025

      April 14, 2025

      Better Business Bureau
      ***************************************
      *****************



      RE: Complaint ID # ******** Ran Gao


      DHL Express appreciates being given the opportunity to research and address our customer's concerns.  

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill **********.

      After review, our records indicate that this shipment is currently being loaded in the vehicle for delivery today, April 14. This matter was reviewed with the DHL Management Team overseeing the ******** area and appropriate corrective action was taken to prevent similar situations like this from happening in the future.

      ?We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.

      Once again, DHL would like to apologize for any inconvenience.  

      Sincerely,


      ********
      DHL Office of the President

    • Initial Complaint

      Date:04/05/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      So I had a express package coming on the 1st. Today is the 5th and I cannot get any update on what the issue is. So not only is it 4 days late but each time it reaches a new facility dhl puts a hold on it So far we are on hold 3 This package is stopping my business from making money

      Business Response

      Date: 04/09/2025

      April 9, 2025

      Better Business Bureau 
      ******************** 
      **********************;

      RE: Complaint ID # ******** ******* *******

      DHL Express appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustration caused by issues related to DHL tracking number **********.

      The shipment went through customs processing and was released on April 2. However, due to weather delays on April 3, it arrived late at the **************************************** Facility on April 4, missing the scheduled delivery cycle. As a result, the delivery was rescheduled for Monday, April 7. An on-demand delivery request was submitted online on that day, which further delayed the shipment to April 8.The shipment was ultimately delivered on April 8.

      On behalf of DHL Express, we sincerely apologize for any inconvenience this situation may have caused you.

      Please rest assured that we have reviewed this matter internally to prevent similar issues from occurring in the future. We appreciate your feedback as it helps us improve our customer experience, and we thank you for bringing this to our attention.

      **** *******

      DHL Express 
      Office of the President

    • Initial Complaint

      Date:03/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from ***** on March 7, first it was a regular *************** days after I found out they switched it to DHL fast shipping to keep up with their estimated delivery time frame. It was too late for me to tell them no don't continue with DHL because I had alot of issues with them with packages not delivered to me or should I say my address.. on March 17 it said it was successfully delivered to my apartment at 7.51pm so let's be clear my apartment has 2 complexes 1 on 2237 side and the other is on 2257 side and they BOTH have apartment 63 mine is on the 37 side and on BUILDING 7 and the other 63 on 57 side is on building 8 I believe so because they mis delivered my packages 5 times before I knew they delivered to the other side of 63 so I sent my son there to ask if they got my package on accident from dhl they said no right so I called DHL the next day opened a request investigation claim I only got 1 text from them saying they re sending the delivery person to recover my package the next day I havnt hear from them so I called again and they told me the same thing 2 days later I called and they said they closed my investigation because the delivery person went numerous time to the apt 63 on the wrong side that he delivered to but no one open the door so I figure I go there myself and she told me call dhl she already talked to them that made me think she got my package but refuse to return it so made a claim with ***** to get my refund they told me they cant refund me because it says it was successfully delivered to me now I'm frustrated again because dhl forged my signature for the 2nd time now and they didn't attempt to call or solve this issue with me since it was their fault that they delivered my package to the wrong address there worker should be fired for forging signature and its unacceptable and unprofessional I'm left hanging without a refund or my order. They always have picture for proof of delivery but this one no picture just a forging signature

      Business Response

      Date: 03/25/2025

      March 25, 2025 

      Better Business Bureau  
      ***************************************  
      *******, AZ *****  
       
      RE: Complaint ID # ******** ***** ******
       
       
      ********************** appreciates being given the opportunity to research and address our customer's concerns. 

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill 2418275786. 

      This matter was forwarded to the DHL Management Team that oversees the **********, ** area to review. Unfortunately, all efforts to recover the package were unsuccessful and the shipment has been declared lost.   

      DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network. 

      Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper or the Bill ** account holder. In this case, the claim rights belong to the shipper / account holder as they contracted with DHL to carry the goods. The customer would need to contact the shipper and any compensation to the customer would have to come from the shipper.   

      Once again please extend our sincere apologies to our customer.  


      Sincerely, 

      *******
      DHL Office of the President 

    • Initial Complaint

      Date:03/25/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I gave thyroid medication to DHL shipper in ******** to send to me in ****** where the medication is not marketed. My daughter provided all the information about the medication and where it was going. When it arrived at the airport in ******* ******, customs asked many questions then told me that they could not receive medications from non-** countries. They then sent the package back to the **. Tracking number is **********. When it arrived at ** customs they want information about why I want to import this medication from ****** and asking extensive difficult questions. They tell me that they will charge $31 per day until I answer their questions. I called DHL in ******** and they were no help. They said it was customs that was somehow at fault and I had to resolve the issue with customs. My issue is DHL surely knew that I could not send medications to ****** yet they took my $54.97 and said all was okay. I don't really know who has my meds or who wants to charge me $31 a day, but it's clear that DHL is at fault and is providing me with no assistance.

      Business Response

      Date: 04/14/2025

      April 14, 2025

      Better Business Bureau
      ***************************************
      *****************

      RE: Complaint ID # ******** ***** Cott

      DHL appreciates being given the opportunity to research and address our customers concerns.

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill **********.

      Medication can only be imported in ** for commercial purposes only. The shipment was returned to the sender, which failed to be released from **********. It was sent back to ****** under tracking number **********.

      Cyprus Customs authorities decided to release shipment under tracking number ********** and it was delivered to the original consignee on April 10, 2025.

      Once again, DHL would like to apologize for any inconvenience.


      Sincerely,

      ********
      DHL Office of the President

      Customer Answer

      Date: 04/14/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** Cott

       

    • Initial Complaint

      Date:03/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a formal complaint against DHL Express regarding a shipment with Tracking Number: **********. The shipment was delivered to incorrect address on 3/12/25. I received notification of delivery and checked my home and the photo they provided and discovered package had not been delivered to my address at *****************************. On 3/12/25, I received email notification that the package had been delivered; however, it had been delivered to incorrect address. I called DHL immediately around 5:00 pm EST to find out why package was delivered to wrong address. At first they tried to claim that it was delivered to correct address; however, after checking the records, they saw were the address was changed a day after it was shipped due to the shipper using an incorrect address. DHL was able to confirm that the package was supposed to be delivered to ************************************. DHL CLAIMED THAT THEY WOULD have the delivery driver go back and retrieve the package the next day and give me an update. However, I have yet to receive an update other the same message each day around 3 pm that some will contact me by 5 pm the next day with an update. I have talked to several **** at DHL and no one can give me a straight answer in regards to what is actually going on with the retrieval of the package. The package that they lost has over $1000 in goods that I was expecting and now it is lost. I have not received an official notification from DHL nor have they offered any further details or steps to resolve the issue. I was simply told that they are still waiting for an update from the local station. They have refused to provide any concrete solutions or offer a reasonable course of action, leaving me with no clarity on how to proceed. I am requesting BBBs assistance in:Investigating the missing items and helping me obtain compensation or reimbursement for the missing items if DHL cannot retrieve and deliver the items.

      Business Response

      Date: 03/24/2025

      March 24, 2025

      Better Business Bureau 
      ******************** 
      **********************;

      RE: Complaint ID # ******** ****** *****

      DHL Express appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustrations experienced with DHL tracking number 4937325315.

      The DHL Service Station in ***********, **, has reported that the shipment was misdelivered and has made several attempts to recover it. At this point, we recommend that the shipper contact their local DHL account representative to submit a claim on behalf of the receiver. The claim information will be managed through the shipper, and they will be informed of the outcome.

      On behalf of DHL Express, we sincerely apologize for any inconvenience this has caused.

      **** *******

      DHL Express 
      Office of the President

    • Initial Complaint

      Date:03/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      First, I was notified of a delivery date of Friday, March 14 that required a signature. I am a teacher so I made plans to be home to sign for it. I was tracking the shipment and it was in ************* and I am located just outside ***********. I knew there was no way possible the shipment would be that date. I contacted a representative of DHL by email. Their suggestion was to change the delivery date online, which I did. I changed it to Tuesday, March 18 and made arrangements so that I could be home. Today, Monday, March 17, I was notified that my package would be delivered. I do not understand, if I changed the delivery date, why was my request ignored? I tried contacting a live person to no avail. I tried emailing the CEO using a link on their site. The link was dead. I have not encountered such incompetence from any so-called business that ships. At this point, I have no recourse but to post to the BBB, which I thank for listening and allowing me to make this complain public.

      Business Response

      Date: 03/18/2025

      March 18, 2025

      Better Business Bureau 
      ******************** 
      **********************;

      RE: Complaint ID # ******** **** ******

      DHL Express appreciates the opportunity to address our customers' concerns and sincerely apologizes for the frustrations experienced with DHL tracking # **********.

      The DHL Service Station in *******, **, has stated that the courier was scheduled to deliver the shipment on March 17. They have reported that two entries were submitted through our on-demand delivery (ODD) on March 17. These entries were at 10:32 AM and 11:17 AM to deliver the shipment on March 18. The courier compliantly followed this instruction.

      The shipment is with the courier for delivery on March 18, 2025, between 3:30 PM and 5:30 PM.

      On behalf of DHL Express, we sincerely apologize for any inconvenience this has caused.

      **** *******

      DHL Express 
      Office of the President

      Customer Answer

      Date: 03/18/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      **** ******

       

    • Initial Complaint

      Date:03/17/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DHL continues to skip my residence for deliveries and then claim that no one was there and they couldn't deliver. I live in a condominium with a building manager available all day, a package room, and I was working every time they have claimed they attempted a delivery and have just lied straight up about the attempt. It's now been several days and I still don't have the package I paid several hundred dollars for and expected already. DHL provides you with real time tracking for the delivery trucks. I have been home and followed when the truck arrives and can see it out my window as it just drives off without entering the building. Every other delivery service include **** ******, the ****, ***** never have any trouble entering our building for normal deliveries. Yet DHL says they can't do anything to have a driver come back and actually attempt the delivery as they are being paid to do. Every time I call the customer ********************** line just tells me that the driver will pretend to deliver it again the next day and I'm stuck in some crazy cycle where I never get my property that is in DHL's possession nearby and has been for over 4 days.

      Business Response

      Date: 04/14/2025

      April 14, 2025

      Better Business Bureau
      ***************************************
      *****************



      RE: Complaint ID # ******** *** *****


      DHL Express appreciates being given the opportunity to research and address our customer's concerns.  

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill **********.

      After review, our records indicate that this shipment was delivered on March 14, 2025 at 2:04 pm. This matter was reviewed with the DHL Management Team overseeing the Arlington area and appropriate corrective action was taken to prevent similar situations like this from happening in the future.

      ?We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.

      Once again, DHL would like to apologize for any inconvenience.  

      Sincerely,


      ********
      DHL Office of the President

    • Initial Complaint

      Date:03/16/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a complaint against DHL Express regarding a package that was falsely marked as delivered.Tracking Number: ********** Shipment from: ***** Delivery Address: *********************************************************************** Delivery Date: March 12, 2025 On March 12, 2025, DHL tracking information indicated that my package was delivered without a signature, as I had authorized due to a previously failed delivery attempt. However, after checking with my office and neighbors, the package was never received.DHL provided a Proof of Delivery photo, but the image is completely overexposed and unreadable, making it impossible to verify the actual delivery location.I contacted DHL customer ********************** multiple times, but they failed to provide a clear response or any additional details regarding where my package was left.Requested Resolution:1. Provide a legible Proof of Delivery or GPS confirmation of where the package was left.2. Issue a refund or compensation if the package cannot be located.3. Investigate the courier responsible for this delivery failure.Yes, below Ill attach the Proof of Delivery photo that DHL provided as evidence of delivery.This issue remains unresolved, and I am seeking urgent *************** regards,***** Shcharbovich *************************** ************

      Business Response

      Date: 03/18/2025

      March 18, 2025

      Better Business Bureau
      ***************************************
      *******, AZ *****

      RE: Complaint ID # ******** ***** Shcharbovich



      DHL appreciates being given the opportunity to research and address our customer's concerns.

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL tracking number **********.

      Our records indicate the shipment delivered on March 12, 2025 at 1:15 pm. The shipment was left inside the first door at building 200.

      We have reviewed this matter with the DHL Management Team overseeing the Braintree area internally to prevent these types of situations in the future.

      DHL conducts business in accordance with its Terms and Conditions of Carriage. These Terms and Conditions govern all of the shipments that travel through our network.

      Under DHL policy the rights and responsibility for cargo claims belong to one of two parties: the shipper or the Bill ** account holder. In this case, the claim rights belong to the shipper / account holder as they contracted with DHL to carry the goods. If the shipment has not been located, the customer would need to contact the shipper and any compensation to the customer would have to come from the shipper. 

      Once again please extend our sincere apologies to our customer regarding any inconvenience

      Sincerely,

      *****
      DHL Office of the President

    • Initial Complaint

      Date:03/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dhl is lying about delivery dates and lying about addresses not being valid and just not attempting to deliver packages. This is the second incident they have said my address is wrong when it's the same address that customer ********************** tells me they have on file. They have a two star review on their website from customers just like me. Today the driver said they couldn't find my address and will reattempt delivery on Monday. This was an express shipment, my address is adjacent to a main road so it's very easy to find and they just told me to file a claim with the sender and hung up. This is ridiculous

      Business Response

      Date: 03/18/2025

      March 18, 2025

      Better Business Bureau
      ***************************************
      *****************



      RE: Complaint ID # ******** ********* ****


      DHL Express appreciates being given the opportunity to research and address our customer's concerns.  

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill **********.

      After review, our records indicate that this shipment was delivered on March 17, 2025.This matter was reviewed with the DHL Management Team overseeing the Apex area and appropriate corrective action was taken to prevent similar situations like this from happening in the future.

      ?We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.

      Once again, DHL would like to apologize for any inconvenience.  

      Sincerely,


      ********
      DHL Office of the President

    • Initial Complaint

      Date:03/11/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DHL's driver was supposed to deliver a package that was signature required - hand directly to the person. I am said person, I was never contacted when it was actually delivered, I never signed. I lived with only 1 neighbor at the time who never would have signed for me. The driver forged my signature and left the package on a porch in ************ alone, and the package was immediately stolen/missing. I have been stuck with a bill for months (*after disputing for months) due to the negligence of the driver (to not follow strict instructions) and mishandling of the package (leading to theft). DHL's policies limit only the vendor to being able to file a claim, HOWEVER they refuse to 'update' their tracking, which showed that it was "signed for any delivered direct to recipient" when it was NOT, and the vendor refused to open the claim., This has cost me months of stress having to dispute the charge, and an even-larger bill than what the missing package was even worth. Due to DHL's policies and driver misconduct, I'm in a bad spot. I need a resolution. Money listed below is due to their claim over the phone that they would compensate for the value of the package that they mishandled, plus the interest due to the ongoing dispute process. The package originally was a bit over $430.00

      Business Response

      Date: 04/14/2025

      April 14, 2025


      Better Business Bureau
      *********************************************
      *******, AZ 85014



      RE: Complaint ID # ******** ****** ********




      DHL appreciates being given the opportunity to research and address our customers concerns.

      We sincerely apologize for the frustrations our customer encountered regarding the shipping experience with DHL Waybill **********.

      After review, our local DHL Management team confirmed the shipment was delivered as addressed on June 27, 2024. The shipment was left without obtaining a signature.We have reviewed this matter with the DHL Management Team overseeing the Philadelphia area internally to prevent these types of situations in the future. 

      In regards to our customers inquiry regarding compensation, any claim regarding DHL tracking number ********** is the responsibility of the party that paid DHL for the shipping.

      The account holder contracted with DHL Express to carry the goods and, under the DHL Terms and Conditions of Carriage, they hold all claim rights to the shipment.  Therefore, it is the account holder who must file a claim. Since the customer paid the account holder and not ********************** directly, they will need to contact their vendor for any refund or replacement.

      We always seek areas of opportunity to improve our customer experience and thank you for bringing this to our attention.

      Once again, DHL would like to apologize for any inconvenience. 


      Sincerely,


      ********
      DHL Express
      Office of the President

    DHL Express is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.