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Starlight HomesThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Starlight Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:11/07/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 have submitted multiple request through the warranty company for the new home builder warranty repair. For the same issue. ** Unit Leaking water. In 2023 and 2024. Also for the the foundation cracking in the back of the house. No one came to look in the back of the house. The ** unit is leaking again, the carpet wet, the ceiling around the air vent wet. I cannot get a call back, I can not get proper repair. This home was built almost 2 yrs ago and there is no way that we should be having constant problems with this ** Unit. I believe that something was not installed properly that is causing the drain to back up. We are having problems with water flow in the bathrooms upstairs, the plumbing in the bathrooms as well.Business Response
Date: 11/08/2024
Hi ******** - It is our understanding that you have spoken to our team and are actively scheduling an HVAC evaluation to address your concerns. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!Initial Complaint
Date:08/27/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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 Starlight Homes regarding their failure to address an issue with my driveway. Despite multiple attempts to resolve this matter directly with the company, the problem remains unresolved.The driveway of my home, purchased from Starlight Homes, has significant issues that require replacement. These issues were identified shortly after moving in and have been reported to Starlight Homes on several occasions.I have contacted Starlight Homes (through the 2-10 warranty) multiple times via phone and email, providing detailed descriptions and photographs of the problem. Despite assurances from their representatives that the issue would be addressed, no action has been taken to date.The condition of the driveway poses a safety hazard and affects the overall value and usability of my property. The lack of response and action from Starlight Homes has caused considerable frustration and inconvenience and is unacceptable.I request that Starlight Homes take immediate action to replace the driveway to meet acceptable standards.Initial Complaint
Date:02/23/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
The vinyl flooring in the kitchen is uneven. *********************** the project field manager did a half job after the walk through of our home. He literally made no changes to the home, the tape that was placed, was still in the same spot as to say "I'm not doing it." We weren't able to put up shades in every window because the way the structure of the home was built. The are bars underneath the sheetrock that prohibited the screws from going through. We were not notified of this but this explains why the incentive of blind installations was denied and the change was made to the contract contract after the initial signing. I have made a complaint but I do not feel comfortable with *********************** working in my home. He makes me feel uneasy for making complaints.Business Response
Date: 03/09/2024
Hi there - It is our understanding that you have spoken to our team regarding your concerns. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you.Initial Complaint
Date:02/13/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
We purchased a Starlight home in August of 2023. In evaluating the construction and amenities of our Starlight Home, it's evident that the focus was primarily on optimizing land use rather than ensuring the quality of materials and the structural integrity of the house. The issues encountered, from the use of thin walls that inadequately insulate sound and temperature, to squeaky floors, underscore a broader concern regarding the durability and comfort of our living space.The selection of low-budget appliances and fixtures illustrates a cost-saving approach. This strategy could lead to higher maintenance costs and a need for replacements sooner than anticipated, affecting the long-term value and functionality of our home.Notably, the absence of basic amenities such as ceiling fans, window blinds, window screens, and an automatic garage door opener has necessitated additional investments to achieve a desirable level of comfort and convenience in our home. This omission seems to reflect a minimalistic approach to home features, placing the burden on homeowners to enhance their living environment.Moreover, the prolonged delay in providing a mailbox, a basic yet crucial aspect of residential infrastructure, has been a significant inconvenience. This issue highlights a lack of effective coordination among Starlight Homes, the homeowners association, postal services, and contractors, affecting our ability to receive mail promptly and efficiently.In conclusion, our experience with Starlight Homes, despite our history of homeownership, has presented unique challenges. The compromises made in construction quality, appliance selection, and amenities provision have necessitated additional investments to meet our standards for a comfortable and functional living space. This underscores the importance of carefully weighing such factors against our priorities and the total cost of ownership.Business Response
Date: 02/16/2024
We are disappointed to hear your feedback as we strive for nothing less than exceptional in home quality, customer service and beyond. At this time, we do not have any record of a warranty claims submitted related to structural integrity of your home or floors. If you ever have any questions or concerns regarding your home's warranty, please feel free to submit a request to our team and we will ensure your concerns are addressed. Regarding your mailbox, please know Starlight Homes has no control or authority over the Federally controlled ***** however we remained diligent in seeking a resolution with governmental officials. Thank you!
Initial Complaint
Date:12/27/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 bought a ******* City Townhome in ********************** in ********** ** in Nov 2021. I know they are now part of Starlight homes. I noticed a leak in my downstairs window and attempted multiple times to get in contact with their warranty department to get the issue fixed. Someone was sent out to look at the problem and said the window was not flashed properly (mind you I was not contacted or informed 1. anyone was coming to look at it which is poor business practice and 2. complete lack of respect of peoples time). There were no follow up attempts to fix the issue. I contacted the homeowners association as well who sent someone to look at the window. They put some type of silicone (bandaid) on the window and since then the leak has worsened. This is a craftsmanship issue and I need the problem fixed properly. I can not get anyone to do anything about this. This townhome is only 2 years old and I have been attempting to get this resolved for most of 2023. I need the window fixed properly and the damage on the inside fixed as well. Any assistance you can provide in getting this problem resolved would be greatly appreciated. I think the builder should stand behind their work and I would not expect anything less. This was my first home purchase and its very disheartening. Im sure these builders would not accept this type of ineptitude in their home.Business Response
Date: 01/02/2024
It is our understanding that you have spoken with our local team to begin scheduling repairs. Please continue to work with your local contacts as they are best positioned to assist you at this time. Thank you!Initial Complaint
Date:11/16/2023
Type:Service or Repair IssuesStatus:UnresolvedMore info
Complaint statuses
- 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.
11/14/23- incident- ******* came out to review the items sent for warranty repair. The cabinet door rubbing against as it opens and closes and the pantry falling in the center as the wood is broken were not repaired. ******* didnt properly access these items and seemingly made up excuses to minimize the actual repair that needed (perhaps to cut costs on their end) the cabinet door is clearly crooked and rubbing against the side (only thing ******* did was added lubricant to stop the noise) and then the pantry was blamed on the caulk when it clearly has a nail poking through and the wood support is BROKEN. Also found a c*** ton of debris in the front garden bed and was told that they would remulch. We arent needing a remulch we are needing them to clean up the entire garden bed and dig up all the debris/junk that was left. Picture attached shows only part of the debris found in a small section of the bed. ******* said he would have them remulch which isnt the issue- the experience has been that starlight tries to put a rug over the actual issues and not repair full but put a bandage over it to hide it. Please actually fix all issues and replace cabinet door and shelve entirelyBusiness Response
Date: 12/01/2023
Please know that we have relayed your concerns to our local team for review. They have attempted to reach out and have left voicemails to the number provided in your contact information. We would love to discuss your concerns with you so you may be properly assisted. Please call back our local team or email us at ************************* We look forward to speaking with you soon. Thank you!Customer Answer
Date: 12/04/2023
Complaint: 20868673
I am rejecting this response because: I havent received any calls or even a voicemail. Please EMAIL ME at ******************* if youre wanting to discuss anything further.
Regards,
*******************************Business Response
Date: 12/08/2023
We sincerely apologize for the confusion as we provided the incorrect response to your original message. It is our understanding that our local team is aware of your concerns and are working to schedule trade appointments with you. They are requesting to meet with you specifically at your home to properly address your warranty requests to ensure there is no confusion moving forward as we want all of our customers to be informed of the work being scheduled, potential homeowner maintenance and more. Please continue speaking with our local team to address your warrantable items. Thank you!Customer Answer
Date: 12/11/2023
Complaint: 20868673
I am rejecting this response because:
Theres clearly no confusion. The starlight associates have routines mislead and lied to be about various items throughout the purchase and closing and well into the warranty period. If you can even call it that. I have emails that have legit lists and photos of what should have been fixed emailed over to the starlight team prior to closing along with my legal advice copied in these email. I was told that these items would be fixed but never were.im not doing the cat and mouse chase to get things done. I have credentials that span over the course of the entire year is numerous contradictions and lies, as well as starlight **** and rest of team not meeting their ethical duties. There will be a resolution with or without this direct teams cooperation to make it right.
Regards,
*******************************Customer Answer
Date: 12/12/2023
Complaint: 20868673
I am rejecting this response because:Theres clearly no confusion. The starlight associates have routines mislead and lied to be about various items throughout the purchase and closing and well into the warranty period. If you can even call it that. I have emails that have legit lists and photos of what should have been fixed emailed over to the starlight team prior to closing along with my legal advice copied in these email. I was told that these items would be fixed but never were.
im not doing the cat and mouse chase to get things done. I have credentials that span over the course of the entire year is numerous contradictions and lies, as well as starlight **** and rest of team not meeting their ethical duties. There will be a resolution with or without this direct teams cooperation to make it right.
Regards,
*******************************Business Response
Date: 12/13/2023
************************,
I am ******************************* and apart of the Construction and Warranty Team for Starlight Homes ******. I have asked *********************** (Area Construction Manager) to set up a time with you in person to have a discussion on past and present concerns that you have documented in hopes that we can :
-Find a clear and constructive path forward to address concerns that do not align with warranty and construction standards.
-Discuss past frustrations and identify means of rebuilding trust.
-Explore all areas that you have accessed Starlight Homes has not honored the warranty program.
Text, Emails, and Photos are positive tools of communication; with the concerns you have documented a face-to-face conversation and open discussion will be the most effective path to resolution. If you will allow our team this opportunity, please provide a timeframe that will be convenient within in your schedule, between the hours of 7 AM and 6 PM Monday through Friday, and the team will rework their schedules to be present with you. We look forward to your valued feedback.Customer Answer
Date: 12/13/2023
Complaint: 20868673
I am rejecting this response because:
This is 9 months in and they are only just escalating my concerns to seem to want to resolve things. Countless others involved through text and email with contradicting answers to work done. Work prior to the closing that was promised by **** is still not done. Ive been told by multiple other starlight construction managers that ALSO came out the same lie that they dont cover the cosmetic until end of the year. Yet these werent done prior to moving in. Nor was that paper signed at blue tape.credentials for days showing the lack of ethical practices done by starlight. Now they want to reach out at the end of the 9 months after clearly lying and being deceitful to avoid out of pocket costs on them. They send trades out that do half completed work and shoddy work. Most of trade contractors dont speak English and dont even know CLEARLY what they are here to do.
I asked ****** to contact me back first of the year since their poorly experienced team want to wait until end of the year to do ANYTHING. He doesnt respond to me nor did his area sales manager after my email.
I have emails from the outset prior to moving in until now with contradictions by starlight team seems like only goal is to save their bottom line- they care more about that than honoring their word. Luckily, I have credentials- thanks to my advisor. let me know if you need those forwarded.
Regards,
*******************************Customer Answer
Date: 12/19/2023
Complaint: 20868673
I am rejecting this response because:This is 9 months in and they are only just escalating my concerns to seem to want to resolve things. Countless others involved through text and email with contradicting answers to work done. Work prior to the closing that was promised by **** is still not done. Ive been told by multiple other starlight construction managers that ALSO came out the same lie that they dont cover the cosmetic until end of the year. Yet these werent done prior to moving in. Nor was that paper signed at blue tape.
credentials for days showing the lack of ethical practices done by starlight. Now they want to reach out at the end of the 9 months after clearly lying and being deceitful to avoid out of pocket costs on them. They send trades out that do half completed work and shoddy work. Most of trade contractors dont speak English and dont even know CLEARLY what they are here to do.
I asked ****** to contact me back first of the year since their poorly experienced team want to wait until end of the year to do ANYTHING. He doesnt respond to me nor did his area sales manager after my email.
I have emails from the outset prior to moving in until now with contradictions by starlight team seems like only goal is to save their bottom line- they care more about that than honoring their word. Luckily, I have credentials- thanks to my advisor. let me know if you need those forwarded.
Regards,
*******************************Customer Answer
Date: 05/08/2024
Complaint: 20868673
I am rejecting this response because:
Moved in on 3/2023 and starlight builder intentionally dragged their feet on various repairs. The paint wasnt even of quality and I had to spend over $3000 for quality paint to repair the poor and shoddy work they did. And countless hours lost due to work having to meet with ***** to talk about the same things. ***** even admitted that there was NUMEROUS houses in the community with this very issue. The grass on the sides of the house are not growing because the poor work and exposed pipes and rocks where the grass cannot grow on. I spent another $20 on weed and feed/fertilizer to repair the growth but its still not growing. Ive had over 10 communications and escalation with ***** and starlight builders. I asked to speak to senior leadership this past week and ***** refused to let me speak with anyone by way of not responding. This was after I slid on the side of the house and rolled my ankle due to the wet dirt that starlight caused. At this point Im going to have no other option but to take legal action. At this point for materials alone starlight owes me $3020 Desired Outcome: Refund; Contact by the business; Repair of entire lawn to ensure FULL grass growth and retention and compensation for costs of paint and fertilizer
Regards,
*******************************Initial Complaint
Date:08/15/2023
Type:Sales and Advertising IssuesStatus:UnresolvedMore info
Complaint statuses
- 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 a home owner who had a closing incentive of $10k. On the closing date, there was a missing ***** dollars from the closing incentive. I called and emailed to get that rectified and I still havent gotten that money back. The company acknowledged that they owe me ****** towards closing and that only ***** was paid. I have been given the runaround and no one has given me a resolution yet.Business Response
Date: 08/18/2023
Hi there - It is our understanding you have already spoken to our team regarding your concerns. Our team has confirmed that your sales agreement states you were given $6K in closing costs which was our promotion at that time. Unfortunately, since you were purchasing a second home, you were not eligible for the $10K closing cost promotion previously offered at *********** for FHA loans and would receive 2% plus OTP. If you have any questions, please review previous communication with our team as well as feel free to reach out to your local contacts and they will further discuss your concerns. Thank you!
Customer Answer
Date: 08/21/2023
Complaint: 20458756
I am rejecting this response because:I met with the sales team and they confirmed that 10k was the promotion I was getting and that they think that their lender is the one who retained the difference. On all communication with Starlight, they confirmed the promotion was 10k. They never denied me the 10k, they were just saying they were paid and not sure how I didnt revive them from the lender. The last meeting, they said they will check with the lender and Id I didnt get the 10k, they will issue me a check with the difference. The 10k was never negotiated. My realtor is a witness to the 10k incentive. This is a first home not a second home. Please check with **** and *****************. They both know that I was eligible for the 10k incentive.
Regards,
***********************Initial Complaint
Date:08/01/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
We took possession of this brand new home in November of 2022 and it came with a one year warranty.I have reported five warranty-related issues, but only one has been resolved. I have three remaining issues that Starlight is either saying isn't covered or they are ignoring.1. Poor landscaping by the back porch where water puddles and could potentially make ingress into the home.2. Faulty plumbing in the front bathroom. The plumber who came out claims the job was done poorly and incompletely. That's all that happened, no one has come out to fix it. And the *************** won't respond to my questions about it.3. Plants and sprinkler system were not setup correctly and now the plants are all dead and HOA is complaining that I fix it. The water doesn't come out in a sufficient flow to keep the plants watered. I asked them to fix the sprinkler head issue and replace the plants. They refused.Business Response
Date: 08/08/2023
It is our understanding that you have been in contact with the local team in our ******* division regarding your warranty concerns. Please know that we deeply value your satisfaction and that our team has worked diligently to investigate the following warranty concerns:
-Our team was unaware of your landscaping concerns; however, we will be scheduling a time to meet with you soon. While we do not maintain the grading and drainage in back yards after the customer takes possession, we will still make sure to properly evaluate your complaint and provide any insight we can.
-We apologize for any miscommunication regarding plumbing visits as we strive for the best. A visit was rescheduled for today, August 8th, to complete the replacement of a seal for the sink.
-Unfortunately, landscaping is not covered by our warranty. When you took possession of your home the sprinkler system was set to winter watering as plants didn't need daily watering. Our team reviewed how to adjust the timing and schedules with you (as we do for all of our homeowners) to ensure plants are watered properly as seasons change. As homeowners are responsible for landscaping maintenance, we have denied the request to replace landscaping.
If you have additional questions, please refer to your local contacts as they are best positioned to assist you. We genuinely appreciate your understanding at this time. Thank you!Customer Answer
Date: 08/08/2023
Complaint: 20408865
I am rejecting this response because:1) We were never told about the sprinkler system. Or that there were different settings for summer and winter.
2) It wouldn't have mattered. The system is setup for summer watering now and the plants have finished dying.
3) My real estate agent, ********************* brought up the issue of the sprinkler system when we were doing our final walkthrough of the home. He can be reached at ************** or *********************. He will confirm everything that was spoken about during the walkthrough.
4) The system never worked properly. While we had rain the plants did fine, but as soon as it got drier the incorrectly installed sprinkler system did not water the plants properly. This is not the fault of myself or anyone other than the company who installed it. It IS a warranty issue.
When we bought the home we were told to rest easy, the warranty was a good one and we'd be covered for any problem that arose. ********************* was there to hear these words spoken and will corroborate them.
I toured The Landings today and counted fourteen homes with more than half of their plants dead or nearly dead. That's about 10% of the homes in the development. There were another 10% of homes with some dead plants, including a lot of dead trees. This problem then is not isolated to my property. This issue is a larger one than my yard and may require a consolidated effort by myself and other homeowners. I will be reaching out to these other homeowners soon and will attempt to get a group together to tackle this problem for everyone, not just for me.
Regards,
*************************Initial Complaint
Date:06/09/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Went to look at a new construction home in the Neighborhood called idleloch in ******* *****. We decided to move forward with the precise of a home we signed the contract and submitted our application. We placed a $2000 deposit We were told this is our ******* money deposit to hold the home. After a week of waiting we were told we were not approved for the home and our ******* money deposit will be returned. We were told our funds will be returned back to our card, then another employee stated our money will be returned via check. Its been over 4 weeks and we have not received our money back. I am unable to get in contact with the corporate office. Employees in the office have given me the run around and my issue has not been resolvedBusiness Response
Date: 06/28/2023
Hi ********* - Our team has let us know that you've physically picked up your refund check from the ********************* on Wednesday, June 14, 2023. A representative also personally reached out to confirm you've received your refund. Thank you!Initial Complaint
Date:03/13/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Was told initially to myself and my realtor before signing contract in Ocotber 2022, the home would receive new grass (current grass grey and dead) and an irrigation system. Never happened. the irrigation system i was given was 2 sprinklers and a hose. was in contact with two different people with Starlight Homes in December after move in and again in January. I was told they would get back in touch with me and have not heard back.Business Response
Date: 03/18/2023
Hi ****** - When reviewing your contract, we have found that your home was not intended to receive irrigation. Your contract only states, Professionally Fully Landscaped Yard, and does not specify irrigation. If you would like to review this section of your contract, please visit the Standard Specifications (Page 18). Thank you!
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