Complaints
This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 58,717 total complaints in the last 3 years.
- 22,024 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:10/11/2022
Type:Delivery 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 purchased a dresser on Amazon and it says it was delivered October 7, 2022.Which it was not. I confirmed with my apt building security and mail room that nothing was delivered. Large items have to go through security to deliver to my apt. I called Amazon on the 7th and told them the item was not delivered and was told it was a third party seller and I needed to reach out to them first and then after 48 hours they could help process a refund. I reached out to the seller and was told I could process a refund after 48 hours. Which did not happen I reached out to AMAZON again after 48 hours and they said I needed to wait 2 more days to help with my refund.So I did. Just got off the phone with Amazon and they said they couldnt help me. Great.Business Response
Date: 10/13/2022
Hello ****,
I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
I've reviewed the complaint and understand your concern regarding the Dresser.
I apologize for the inconvenience that you've experienced in this case.
Upon checking I see that A to Z Guarantee Claims has been granted and refund of $362.03 has been issued to your original payment method on Wednesday, October 12, 2022. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.
Regards,
PratapInitial Complaint
Date:10/11/2022
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 purchased an amazon Kindle for my elderly mother. The kindle has never left the house. I also purchased the two-year protection program which literally expired 2 months ago. The kindle paperwhite will not turn on and after being on the phone with Amazon for hours (disconnected several times and I had to call back and restart the entire process), there is "nothing they could do for me." To get me off the phone the guy offered to trade in the old device and gave me an extra 10% discount, but there is a standard 20% discount with any trade-in so it was a bogus resolution. Also, the trade-in value is a joke at only $5! I am very disappointed with Amazon regarding this purchase. I know my overall spend with them is probably just a drop in the bucket, but they really don't care about their customers which is a shame. If I had the option to get the replacement anywhere else I would have. I will not be renewing my prime membership this year that's for sure!Business Response
Date: 10/25/2022
Hello *******,
I'm Pratap from Amazon.com. I'm writing in response to a complaint filed on your behalf by the better business bureau BBB- I've provided the BBB with a copy of this message.
I've reviewed the complaint and understand your concern regarding the Kindle Paperwhite.
Since the order was placed two years ago, We are unable to provide a replacement for this.
Unfortunately we can't do more than what has already been offered, however as a gesture of goodwill I applied a $20 promotional certificate to your account.
This amount will automatically apply the next time you order an item shipped and sold by Amazon.com. You won't need a claim code. For more information about using your promotional certificate visit: http://www.amazon.com/help/promotionalcertificate
Thanks for choosing Amazon.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.Regards,
Pratap
Initial Complaint
Date:10/11/2022
Type:Billing 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 purchased an item, Backpack Trolley Wheeled Cart, on Amazon.com on 9/26 and looking at my bank account noticed it posted on the 9/28. Days later looking at my bank account again, noticed a second charge for the same amount from Amazon on 9/29. I contacted Amazon about it and they informed me that once the item was delivered it would be corrected and the second charge refunded.The item was delivered on 10/2, I contacted Amazon on 10/3 to ask if they had initiated the refund and the person I chatted with said they saw the two charges and explained that it would be taken care of within 7 days. I ended up returning the item and received the refund on 10/5, however, no refund for the second charge. Today, 10/11, contacted Amazon again to ask about refunding me for the second charge and they informed I had already been refunded for the item, I explained to them that I was charged twice for the same item and they insist that they did not and that I was already issued a refund for returning the item.I explained that my bank shows two charges from Amazon.com for the same amount and I can see the money was deducted from my balance so it's not a mistake. They insist they did not charge me so I am seeking to have the amount of $43.29 refunded to my account.I check my bank account weekly and can only imagine if I had not done so, they would get away with charging double for some items. I am uploading screenshot of the two charges that posted on my account and the refund for returning the item, only one refund has been received so far.Business Response
Date: 10/12/2022
Hello,
I am ******* from Amazon.com.
I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I am sorry for the inconvenience caused to you with charge for your Amazon order.
I verified we only charged you once for your order. You may be seeing the card authorization in addition to the charge. The authorization should be removed from your statement soon; it might take around **** business days for the charge to reflect back.
we appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,
******* GajjalaCustomer Answer
Date: 10/12/2022
Complaint: 18196619
I am rejecting this response because: The response they provided is the same response they gave me on Monday 10/03/22, it's been 8 business days from that date and amount charged has yet to be removed from my account and the money credited back. I've had to open a charge dispute with my bank since Amazon refuses to release the charge so it can be credited back. My bank acknowledged that both were charges made by Amazon and hopefully they can get them to release the charge or Amazon will have taken money from me without my authorization.
Sincerely,
*************************Initial Complaint
Date:10/11/2022
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 returned the headphones at *** on 9/26, they were received by amazon on 9/29. I called last week and spoke with ******* who said I would have my refund within about a day. He also completed another return that they conveniently forgot to process even though they had the item. I have spent too much time on the phone trying to get my refund back to my amazon credit card and being told I have to wait. I want my refund for $425.86 put back on my Amazon credit card immediately. I have already closed the card and will no longer be doing business with Amazon based on their terrible decline in service.Business Response
Date: 10/13/2022
Hello *******,
I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
I've reviewed the complaint and understand your concern regarding return of headphones.
I apologize for the inconvenience that you've experienced in this case.
The return must be both received and processed for a refund to be issued. Once the carrier has received the item, for most items it can take up to 2 weeks for us to receive and process the return and up to 30 days in some cases. If you haven't been issued a refund by October 29, 2022, please write back so we can find out what happened with your return.
Your patience and understanding are greatly appreciated.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.
Regards,Pratap
Customer Answer
Date: 10/13/2022
Complaint: 18196728
I am rejecting this response because: It has been 15 days since the item was received at the warehouse per my tracking. That is plenty of time for them to verify receipt. If I can not get an immediate refund then I want them to also pay me interest on the charge through my Amazon account for holding my money for so long. You are not a **** bank and this is not an investment there is no interest to be made off of my money so if you are keeping it then you can pay the interest charge for it. THIS IS RIDICULOUS and your response of of doing nothing to help is a joke!!!!
Sincerely,
*****************************Initial Complaint
Date:10/11/2022
Type:Delivery 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.
On the afternoon of October 4, 2022, my Amazon order arrived. I ordered the 3 Pack PHILIPS Oneblade Replacement Blades (Amazon order No: 113-1424580-1017808). The delivery along with the outside plastic bag that my Amazon order came was fine. However, the package itself was badly damaged. Upon inspection of the package, there was a gaping hole in the package (Exhibits A through O)On October 5:51 PM, I contacted Amazon about this issue. I cut and pasted a copy of online chat conversation that I had with ******* (Exhibit P). ****** was NOT attentive and extremely slow. During our 45 minute online chat, I tried to explain to ******* about the condition of my Amazon order. ****** never asked to see the photos that I took of how badly damaged my Amazon order was. I also tried to explain to ****** that package so badly damaged that one of the blades in the three pack was missing. I did raise my voice via chat I used British profanity by saying ******. Due to language barrier, Jocell that I was talking about one of the blades being ******. I abruptly ended the chat and mention that I would be filling a report with the Washington State *********************** and the ************* ************************* I filed both complaint on October 5, 2022. I do want to point that I had similar issue regarding this same order on the day that I order. October 2, 2022, my attempt to place the order, I clicked the checkbox saying that I had 30% discount. At checkout when I click the place the order; I was redirected to an Amazon 404 error page. My second attempt trying to place the order there was a 5% discount checkbox. After two attempts failed attempts, I contact Amazon customer ******************** via chat. I copy and pasted both chat conversation (Exhibit Q and R). Both Amazon CSR promised me a 15% refund when the order arrived. Amazon did not deliver on that promise as well.Business Response
Date: 10/23/2022
Hello,
I am ********* from Amazon.com.
I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I'm sorry for the inconvenience caused to you with your Amazon order #***-1424580-1017808. Upon checking I see that a full refund of $31.18 has been issued on Monday, October 10, 2022 at 9:12 PM (PDT). Refund confirmation email was sent to your email address on Tuesday, October 11, 2022 at 12:41 AM (PDT).
As requested, I've issued a $10 promotional certificate to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.
For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:
http://www.amazon.com/gp/help/customer/display.html?nodeId=*********
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
We appreciate your time and patience in this regards. We look forward to seeing you again soon.Regards,
*******************************
Amazon.com
http://www.amazon.comCustomer Answer
Date: 10/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:10/11/2022
Type:Delivery 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.
Date of transaction- 10/07/22 My order was never received It reads that it was handed to the receptionist however there is no receptionist Amazon did not try to resolve the issue My address is not correct on the shipping label Im unsure what happened on Amazons behalf but it is missing my apartment number. My apt number is correctly listed under my address for my Amazon account Ive attached pictures. Amazon refuses to refund me I would like a full refund for the amount $229.20 and an apology for this huge inconvenienceBusiness Response
Date: 10/13/2022
Hello Sauda,
I'm Pratap from Amazon.com. I'm writing in response to a complaint filed on your behalf by the better business bureau BBB- I've provided the BBB with a copy of this message.
I'm so sorry for the inconvenience you've faced regarding the order Voghtic ********** Fatigue Pants *************************** Jogger Sweatpants with Belt.
I've received an update from the specialist team stating that we are unable to provide a refund or replacement without a completed and validated police report. I see that the same was advised to you on email that was sent to you on October 11, 2022.
You may wish to contact your local police authorities to pursue this matter further.
If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with the police report number, link, or URL to the police report that shows the following information:
* - The delivery address regarding this incident.
* - The items were delivered according to the carrier tracking.
* - The report was created for stolen items/theft/larceny/ or other similar crime.
* - The status of the report is completed or closed.
* - The date the report was created.
Please contact us back when the police report is complete.
We are unable to accept police reports that are in pending or any other incomplete status. The police report must be filed before 45 DAYS AFTER THE DELIVERY DATE and provided in English to be considered for review. Only one police report is needed for all orders that are part of the same shipment. A separate police report is needed for orders delivered in different shipments.
Please note: to assist in obtaining a police report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.
Thank you for your understanding.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
Pratap.Customer Answer
Date: 10/14/2022
Complaint: 18196381
I am rejecting this response because:
Sincerely,
Sauda S.Initial Complaint
Date:10/11/2022
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 returned a defective hose on Drpt 15, received a notice about five days ago if a refund. It has been almost a month and I still have not received a refund , A month. They took my payment in a second. This is Not acceptable, Now or never. Not god me or anyone else . We all know it does NOT take but a few days for the item to arrive and be processed as returned . I returned every defective hose I ordered , last year two broke and I never returned those, but trashed them. Process my refund ASAP , as it should have been over three weeks ago. Bad business practiceBusiness Response
Date: 10/13/2022
Hello *****,
I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
I've reviewed the complaint and understand your concern regarding the Garden Hose, Water Hose.
I apologize for the inconvenience that you've experienced in this case.
I've issued a refund of $17.11 to your original payment method. In most cases, once a refund has been submitted, gift card refund is processed in 1-2 hours and credit card refund is processed **** business days. This time frame may vary from one financial institution to another.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.
Regards,
PratapCustomer Answer
Date: 10/17/2022
Complaint: 18196294
I am rejecting this response because:Although they supposedly refunded my return a month later, havent been to my back to check if it was refunded. First off they called it a Goodwill refund it was nothing like Goodwill refund and secondly taking a month to refund mine or ANYONES return is Not acceptable, NEVER. Send me some Merchandise and see it I can pay them for it a month Later, see if that flies with Amazon or any company.i was waiting on this refund to order a $149.00 infra red slipper to see if it can heal my foot, so I can try to walk correctly after three years of not being able to walk properly.Total A-Holes and a third rate company. They are not following their own return procedure and supposed refund time frame if two weeks maximum . I dont think they would have refunded my money, had I not filed a complaint or continually watched my account for this credit.
Sincerely,
*************************Initial Complaint
Date:10/11/2022
Type:Billing 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.
Ive attempted multiple times in the last few weeks to use my *** card to purchase groceries on Amazon.com. Amazon has taken my gift card balance AND the same amount is also being deducted from the *** balance. Yesterday when I contacted amazon again regarding this the lady told me they would have to hold my gift card balance until the items I ordered had been delivered, and then, if they didnt credit my gift card money back I could call amazon back at that time to get a refund. My other option was to cancel my order which I did and was then credited my gift card balance and also the *** card balance. My concern is how many people arent noticing that this is happening. My other concern is Id like to use my *** card on amazon without having to cover the purchase with cash until the items arrive them call amazon and try to get a refund on my cash balance. Thank you for youre time.Amazon is double charging *********************Business Response
Date: 10/12/2022
Hello,
I am ******* from Amazon.com.
I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I am sorry for the inconvenience caused to you with this issue. Items purchased with **** EBT must be ****-eligible and sold and shipped by Amazon.com or Amazon Fresh. Additionally, Prime Now orders, Subscribe and Save orders, and Dash purchases are not eligible for EBT payment, per government guidelines. EBT Cash benefits are not available for use on Amazon.com at this time.
Go to www.amazon.com/**** for more information on this program and the most up-to-date list of participating states.
You'll be asked for an additional payment method if your order includes items not eligible for ****, taxes associated with those items, or shipping fees.
Additional payments may be required if there are insufficient funds on the **** EBT card. Before check out, check your balance on Amazon.com/**** or in your Amazon Wallet.
we appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,
******* GajjalaCustomer Answer
Date: 10/12/2022
Complaint: 18196233
I am rejecting this response because:youre not listening. I purchased only items that were eligible for ebt snap purchase. I deselected the gift card option before I completed the purchase and made sure that the ebt snap option was checked. Amazon did charge the **** card the full amount of the purchase so clearly my choices were acceptable. Amazon ALSO deducted the full amount from my gift card balance. I called amazon and talked to someone and they saw that you had double charged me. They told me that they couldnt remit my gift card balance until the items had been delivered and the transaction was completed OR I could cancel the order, which I did, to get both balances restored. Please understand you charged the ebt snap card AND my gift card for the full price. You double charged. And its happened more than once in the last week or so.
Sincerely,
*********************Initial Complaint
Date:10/11/2022
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.
Dear BBB,Please, forward attached documents to Amazon for reviewing. I believe my issue will be fixed soon.Thanks!Business Response
Date: 01/18/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/18/2023 confirming account reinstatement.
Sincerely,
*********
Amazon.comInitial Complaint
Date:10/11/2022
Type:Billing 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.
On October 6, 2022, I was charged for my Amazon Prime membership for a total of $150.68. I did not recognize this as a true charge so I started investigating on my account, when I discovered it was for my annual membership. The discrepancy is the amount of "tax" that was charged, a total of $11.68. ******** tax rate is 6%, which means the charge for taxes should have been $8.34. I was overcharged $3.34. I contacted customer service via chat, and was passed from person to person to person, as they all were telling me they could not help me. I was on chat for a total of about 53 minutes with still no resolution. I was also on phone customer service for a total of 29 minutes. Still no resolution and they all were saying they couldn't help me. NOTE: none of these reps were in *************, as I asked, and asked to speak with someone in *******, and was told they could not transfer me to anyone in *******. Meanwhile, I went back to 2018 to check my charges for my Amazon Prime, and discovered, I was also overcharged in 2021, 2020, and 2019. 2018 had the appropriate 6% tax rate. I am requesting my overcharge for my current 2022 charge, but also for the overcharges in 2021, 2020, and 2019, where Amazon just charged a blanket $10 for taxes, when the amount for those years should have been $7.14 each year. so overcharged $2.86 each each year. The following are the Order numbers:2022-D01-6284574-5174631 Overcharged $3.34 2021-D01-4794115-1805040 Overcharged $2.86 2020-D01-3769675-1033805 Overcharged $2.86 2019-D01-1334891-5501031 Overcharged $2.86 TOTAL overcharge for last 4 years + $11.92 Requesting to be refunded $11.92 AND to have the tax rates set correctly for not only my account, but for all the millions of Amazon customers that are being overcharged. Not a single customer rep could tell me what the taxes are for, and the amount they were supposed to be. They just kept sending me to someone else.Business Response
Date: 10/21/2022
Hello *****,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
We understand your concerns regarding the sales tax for prime subscription.
Effective July 1, 2019, the ***************** enacted legislation and Amazon.com Services **** has been instructed by the ******************* of ******* that the sale of Amazon Prime is subject to the ******** Telecommunications Tax. In reviewing your previous renewals of Amazon Prime, we've confirmed the rate of 8.4% is correct.
We determine whether tax applies to your digital subscriptions based on the tax laws associated with your billing address.
You may find the following links helpful:
https://revenue.ky.gov/Business/Telecommunications-Tax/Pages/default.aspx
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.Regards,
Abhishek
Amazon.com
http://www.amazon.com
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