Complaints
This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,089 total complaints in the last 3 years.
- 594 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:07/21/2022
Type:Status: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 made a reservation on the ***** talking with a LIVE PERSON at Migard Self Storage about renting a UHaul. The individual was very unfocused and disinterested. He could not understand my email. He put a typo in my email address and that stayed in the contract, which I later found out. I also later found out that when he asked me when I wanted to pick it up I WAS MAKING AN APPOINTMENT AND WOULD BE SET IN STONE AND BEGIN CHARGING FOR THE 24 HOUR RENTAL PERIOD. I said I didn't know the time, but maybe around noon. He said and I quote, "It doesn't matter what time I put down you can come whenever you want."I run a small charity that helps elderly poor people transition into the next life and then my crews (that are paid hourly) help me clean up the house. Finally that morning a cash donation came in. I had to go the bank and deposit the cash so I could pay for the Uhaul out of my charity checking account. The bank took a long time. I thought I was doing okay with time, however, because I arrived at 1:05pm to pick up the Uhaul and then it would be just a 15 minute drive to the house. I knew my crew needed to be in a/c and have some water before doing the lawn, loading the appliances and unloading the truck at our storage unit. NO ONE was there at the UHAUL pick up place. NO ONE. I called the number twice on the door. I was told the second time that a property manager was on site. My crew called me and asked when I would be there. I said I didn't know because there was no one there. Finally at 1:50 the ** came. He was rude and cold. I asked why didn't you put your cell phone on the door? He said "I don't have to." My contract had the wrong email and the wrong time and their printer didn't work. I didn't get to the house until 2:15 and my crew was gone and didn't return. I stayed up all night doing most of it myself. I called and talked to UHAUL area manager and got 3rd day free. That is NOT enough. I want the 2nd day free, too, and all miles above the 50 free.
Business Response
Date: 07/25/2022
July 25, 2022
BBB ID#: ********
********************** Ref#: 3833509
Dear Ms. ********************** you for your concern for our customer ********************.
***** Rome, our President for our *********** **************** followed up on the information ******************** provided. He informed our office he spoke to ******************** and discussed his concerns. He agreed to extend her rental period for a total of 3 full 24-hour periods and only charge her for 2 rental periods. He also agreed to reimburse her $50 as a result of the delay she described to him.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/21/2022
Type:Status: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 would like to make a complaint about the uhaul store on ***** ********************** in ********* **. I rented a 6x12 bumper pull trailer that was $35 per day and I rented it for 2 days. When i went to pick it up the wait was extremely long and the staff was rude, but I chalked it up to just a bad day. When I was done using the trailer and headed back to return it I realized I was driving right past the ****** road uhaul and thought it would be way easier and with gas at $6.55 per gallon it would save me the gas and about a 15 min drive. I googled uhaul phone to check what the fee would be and decided if it was worth the extra time and gas to take it back to the original location. ************** was the number that popped up and I called. It was a uhaul placed and I asked what the fee would be to drop the little trailer at the ****** location. I was told there was no fee and it was ok to drop it off there. I did with no problems, they were busy but they were friendly and got me unloaded quickly and with no problems. I received a invoice for $298.10! The original charge for the 2 days rental was only $69.90. When I called to find out what was the mistake 1st I was hung up on and then transferred to a call center. I was told that I didnt drop if off at the original store and they charged an extra $298.10 fee. I explained that I had called and was told by a uhaul employee that there was no fee. They looked into it and said it was a uhaul store but the employee must not have know the policies and was wrong. When I asked for the extra charge to be returned because I was given bad information by a uhaul employee and if I was told that I would be charged 6 times the daily rate I would have driven the extra 15 min and taken it back to the ********* location,that I would have done that. I was told there was nothing that they could do and I would have to talk to the lawyers to get my money returned I was understandably angry. Giving false information iBusiness Response
Date: 07/26/2022
July 26, 2022
BBB ID#: ********
********************** Ref#: 3822161
Dear Ms. ********************** you for your concern for our customer ********************.
***************************, our President for our ************** **************** followed up on the information ******************** provided. She informed our office we have no record of a call before ******************** returned the trailer and the dealer has no recall of having the conversation with anyone. Mr. ********* contract clearly states: I understand that the equipment must be returned to the same U-Haul location where it was rented. I understand the minimum rental charge for equipment returned to a different location is twice the amount of the current One-Way rate from this U-Haul location to the actual drop-off location. Please be advised, a refund will not be issued.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/21/2022
Type:Status: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 rented a U-Haul truck for a move from Kansas to ********. Somehow U-Haul ended up with several pick-up and drop-off dates for me. After several phone calls we though we had that straightened out but it was not.The truck we received was dirty and unsafe to operate. We spoke with U-Haul about the dirty truck, the very loose steering, the broken side mirror and other issues and were promised a partial refund. The truck overheated requiring us to make an unscheduled overnight stay in a hotel which we were supposed to be reimbursed for. We were given extra days to return the truck because of the extra overnight stay, however those extra days vanished after we returned the truck. We never received any of the promised refunds and now U-Haul has us in collections for a cleaning fee even though we returned the truck cleaner than it was when we picked it up and the are charging us for a late return even though we returned it the night before we were told to. We have made numerous attempts to correct this with several reps telling us it is resolved without any actual resolution. The price of the hotel needs to be reimbursed, the cleaning and late return fees need to be removed and we need to be given the partial refund we were repeatedly promised because of the unsafe nature of the truck. What they are doing cannot be legal.Business Response
Date: 07/24/2022
July 24, 2022
BBB ID#: ********
********************** Ref#: 3833563
Dear Ms. ********************** you for your concern for our customer **************.
*************************, our President for our Southern ****** **************** followed up on the information ************** provided. He informed our office he spoke to ************** and listened to his concerns. They were able to reach an amicable resolution. ****************** agreed to eliminate the $25 Promissory Note, refund $216.66 for the hotel expense and $800 as an adjustment on his truck rental. The refunds were issued back to **************** Master Card account and can take up to 5 business days to post to his credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 07/25/2022
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:07/21/2022
Type:Status: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 had rented a 5x8 trailer from Uhaul to help with our move from *************, ** to *******, ** on June 22, 2022. The *******,** rep told me that they estimate a 7 day tat for that distance of a move but there was no charge if I needed it longer. I had vehicle issues and loading issues that took longer and I even called Uhaul to inform them it was going to take longer (left message). I was not told there were extra charges when I dropped it off nor when I picked it up and specifically was told there were not any charges if I needed it longer than the estimated return time (no assistance from staff to unhook trailer and park it in designated place in ** like I had in **). I received my final invoice and was charged an extra $92.82. I immediately contacted the ** office and asked for a refund and told them what I was told from the ** origination location about no extra charges. I received a message from ************************* on July 6 claiming that he was working on it, but to date, I havent received any feedback nor a refund despite numerous requests. I have emails and receipts to document all of this but want my extra charges refunded to me as I did everything correctly based on what I was told at the originating Uhaul location. Thank you for your assistance.Business Response
Date: 07/24/2022
July 24, 2022
BBB ID#: ********
********************** Ref#: 3830267
Dear Ms. ********************** you for your concern for our customer ******************.
*************************, our President for our Southwestern ********* and ******** **************** followed up on the information ****************** provided. He informed our office he contacted ****************** and advised her of a refund for the extra charges of $92.82 back to her Master Card account due to the miscommunication from our U-Haul store. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 07/24/2022
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:07/21/2022
Type:Status: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 reserved a Uhaul truck for July 16, 2022. On July 14 I received a phone call stating my truck was not available at the original location and they had to change my pick up location. When I went to pick up the truck no one was physically at the location. it was closed. However the website states that site should be open on a Saturday. i contacted customer service and inform them that they rescheduled me to a different location that was close. They attempted to locate me a another truck. It was a smaller truck. This negatively impacted my time for my move. it also impacted me financially because I hired movers through u-haul's website to help me with the move that caused me to have the moving company on additional 2 hours. It required more trips and gas due to the smaller truck. The field manager said $50 compensation is all they can provide since they located me another truck.Business Response
Date: 07/23/2022
July 23, 2022
BBB ID#: ********
********************** Ref#: 3824589
Dear Ms. ********************** you for your concern for our customer *********************
***********************, our President for our Western ************************ followed up on the information ******************** provided. He informed our office his ****************** spoke with ******************** regarding our U-Haul location not having the key in the box after she self dispatched the 24-foot truck. We located a 20-foot truck less than 2 miles away within 20 minutes. We discounted the 20-foot truck at the rate of a 10-foot truck and issued ******************** the $50 Reservation Guarantee Fee for the inconvenience she experienced. The $50 refund was issued back to her Master Card account on July 16th. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 07/23/2022
My reservation was for pick up at 9 AM. It took almost an hour to get someone on the phone to help resolve my issue. They did not locate a truck until almost 11 AM. They did not find me a truck within 20 minutes. This impacted my move by 2 hours. They also provided me a smaller truck which also impacted my move. It cost me more money because of their inconvenienceBusiness Response
Date: 07/27/2022
July 27, 2022
BBB ID#: ********
********************** Ref#: 3824589
Dear Ms. ********************** you for your continued concern for our customer *********************
***********************, our President for our Western ************************ reviewed ******************** recent comments. He reiterated that we issued ******************* the $50 Reservation Guarantee Fee for having to go to an alternate pick-up location and secure a smaller truck to complete her move. We also discounted the truck she rented as an additional adjustment on her rental. No further refund or adjustment will be issued.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/20/2022
Type:Status: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.
So basically I have a account with Woodforest and on July 9 I rented a u haul And it charged my card $71 dollar and some change . Only July 16th I got a notification they u haul did another charge for $118, which end up making me 98 in my bank account but not today only July 18th I have transaction for both u haul transaction . I call them to understand why these transaction were taking out of my bank account multiple days because now Im in the negative for it , lady saids it has to do with pre-Auth and I told her that doesnt make since when it shows one balance in my account to another after taking out the $71 and the $118. They wouldnt help me at all now im gonna have a over draw fee because of this.Business Response
Date: 07/25/2022
July 25, 2022
BBB ID#: ********
********************** Ref#: 3817431
Dear Ms. ********************** you for your concern for our customer Miia Alize. Please be advised ********************* is the name listed on the rental contract.
Our records indicate a refund for $48.79 was issued back to the Master Card account listed on the rental contract for the extra day and protection fee. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/20/2022
Type:Status: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.
First they made me drive all the way to ******, ** to pick up the trailer. I was suppose to go one way to ********. I was denied access to the **** and turned away at the border. I dropped the trailer off 4 days early and was told I would not get a refund. Then they texted me for a new address to send a refund. That was over 2 weeks ago. I never got an email to confirm, nor have I received a refund.Business Response
Date: 07/27/2022
July 27, 2022
BBB ID#: ********
********************** Ref#: 3792813
Dear Ms. ********************** you for your concern for our customer **************.
*************************, a *************** Service Agent, followed up on the information ************** provided and sent her the following email in response:
Hello ******, Thank you so much for sending the second email, as somehow, the first one was missed. I do apologize for the mishap. We depend on our customers to let us know when things go wrong out in the field, otherwise we are not aware.I truly apologize for the issues that you have experienced with the centers or dealers that you did business with. If you, at any time, would like to open a complaint file, please let me know. That way, what occurred to you will be documented,and brought to light and corrected. Your refund check is being mailed today,from *******, *******, to *********************** ********************************************************************** Thank you, *******
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/20/2022
Type:Status: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 rented a 26 ft truck for moving from ******** to ******. Little did I know that the truck had faulty brakes and the gas pedal would get stuck every so often. To top it off the Truck wouldnt stop when I was in ****** and caused me to bump into a car at the traffic light and then the gas pedal got stuck which caused me to push a vehicle out in incoming traffic. There was no damage to the truck and minor damage to the car. The only reason that the truck stopped was because the car was at the light. I would like my money back for the rental because this could have caused me to injure myself as well as others and most importantly my little girl was in the U-Haul vehicle with me.Business Response
Date: 07/23/2022
July 23, 2022
BBB ID#: ********
********************** Ref#: 3831906
Dear Ms. ********************** you for your concern for our customer **********************.
***********************, our President for our Southern ******* **************** followed up on the information ********************* provided. He informed our office he spoke to ********************** and discussed his concerns. A refund for the full amount of the rental,or $259.54, was issued back to his **** account as an adjustment on the rental. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/19/2022
Type:Status: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 7/6, I had a scheduled truck pick up at 8am (#********) The building didnt open until 9am. Due to having to take a Lyft I had to stay alone and in an area that was not safe **********************************************************************. I called customer service to attempt to address my concern. The representative assisted however noted she was unable to assist further as there was an E alert on my account. Upon being transferred, I was informed that there was a balanced owed. When questioning the balance owed I was informed that my ex put my email address on his account and therefore I owed the balance (********). I paid the balance as I had no choice seeing as though movers were waiting. By this time it was 9am and the supervisor opened the store. I was still on the phone with a representative who was walking me through opening the truck and acquiring the keys. The supervisor presented frustrated and with a barking dog. He started to scream profanity suggesting myself nor the representative knew what we were doing. We were able to get the truck open with the provided combination numbers but the dolly was not in the truck. I asked for the dolly and he went to the back and began slamming the dolly into the truck. Due to the horrible experience, I contacted customer service who took my complaint. Upon taking note of my complaint I was told by two representatives that it did not make sense for me to have to pay my exs balance just because my email was attached to his account. I contacted U-Haul and spoke with another representative and supervisor who were dismissive and stated there was nothing they can do. I would simply like for U-Haul to refund the money that I had to pay for my exs balance ($234) and hold him responsible for that fee rather than myself. I would also like U-Haul to disassociate any information that makes me responsible for any fees associated with him. I would like for the policy to changed.Business Response
Date: 07/23/2022
July 23, 2022
BBB ID#: ********
********************** Ref#: 3808665
Dear Ms. ********************** you for your concern for our customer ********************.
*********************, a *************** Service Agent, followed up on the information ******************** provided. She has left her 2 separate messages requesting a call back in order to obtain additional information so a refund for $234.40 can be issued. She hopes to hear back from ******************** soon.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:07/19/2022
Type:Status: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 placed an order for a UBOX on June 3, *********************************** NJI loaded my UBOX on. The ORIGINAL reservation Number was ********. I loaded my UBOX on site on June 12, 2022 and was told my UBOX will ship out on that week and I could not access the box after June 14, 2022. I called Uhaul on June 21, ********************************************************************************************************* ********, ** on July 2, 2022. I asked for a confirmation email which I received. I IMMEDIATELY received an email after that with a different reservation number. That no. is ********. I called ******** Uhaul on July 2, 2022 and was told my box was NOT at the location but in another part of **. Needless to say, I did not obtain access to this box until July 7, 2022 and I had to unload my furniture on site because Uhaul will not deliver to my address on file. I contacted Uhaul customer service on July 2, 2022 and asked that I be refunded for any days I did not have access to my box. From there on it has been h*** I have called over 15 times and either I am being transferred or being hung up on. Today is July 19, 2022 and I was transferred to the ******** regional office where I was hung up on by a man. I have received no help over the last two and a half weeks from anyone at Uhaul and will not be recommending anyone to use this establishment. UHaul does not stand by the 50 dollars a day if late promise. They are very communicative when taking your money but if they owe you a refund they will avoid communication with you all together. I am owed ****** in total for 5 days late.Business Response
Date: 07/20/2022
July 20, 2022
BBB ID#: ********
********************** Ref#: *******, 3830728
Dear Ms. ********************** you for your concern for our customer **************.
*****************, our Traffic Manager for our *** ***************************************** followed up on the information ************** provided. Refunds for $300 and $50 were issued back to Ms. ****** **** account on July 19th. Refunds can take up to 5 business days to post to a credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul International
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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
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.