Complaints
This profile includes complaints for Tango's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 33 total complaints in the last 3 years.
- 14 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:05/09/2025
Type:Customer Service 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.
Friday may 9th 2024
$0.22
I went to Redeem my gift card and it never works been getting error message non stop.
I have try to contact customer service but they never responded back.Business Response
Date: 05/20/2025
May 20, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********, Emery Hayward
Dear Aspen,
On May 9, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint from Emery Hayward regarding roadblocks
with redeeming a Tango gift card.
On May 09, 2025, we requested
a screenshot of the card in question, with a response being received on May 12,
2025 of an Amazon gift card. Blackhawk Network cannot assist with redemption
issues for Amazon gift cards; if Mx. Hayward has not already done so, we
recommend that he contact Amazon's customer service team directly as we cannot
provide any insight into redemption concerns. We sincerely apologize for any
inconvenience Mx. Hayward may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
********* *******
***** ** *****
************************Initial Complaint
Date:01/16/2025
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 am writing to inquire about the status of my account, *********, which has been unexpectedly frozen.
On October 24th, I made a deposit of funds via bank transfer with the transaction ID: ***** **** ***** ********** ***************. This transaction was successfully processed by my bank and subsequently reflected in my Tango account balance, which currently stands at $6,809.19.
Despite the successful deposit and available balance, I am unable to utilize the funds due to the account freeze.
I kindly request your immediate attention to this matter and request that you investigate and resolve the account freeze as soon as possible so I can access and utilize my funds. Or if you guys can't approve my account, I'm still waiting for the refund which has not been sent.
Thank you for your time and assistance.
Sincerely,
**** *******Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********, **** *******
Dear ****,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint fron Mike Johnson regarding a Tango
business account that has been frozen.
On January 16, 2025, Case
********** was opened via email from ************* to advise that his Tango
Business account had been frozen. On January 20, 2025, Mr. Johnson was provided
with the Tango Business support phone number, ***** ********, for further
assistance regarding what is needed to unfreeze his account. We encourage Mr.
Johnson to contact the Tango Business support team at the phone number provided
if he has not done so, as they will be able to provide any insight and
assistance that may be available. We sincerely apologize for any inconvenience Mr.
Johnson may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
********** ********* ****
********* *******
***** ** *****
************************Initial Complaint
Date:01/14/2025
Type:Product 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 have contacted Tango half a dozen times the last few weeks, and they mostly do not respond or do not fully address my concerns. I have been bulk purchasing gift cards for my research to compensate patients who participate in my studies, but they are being delayed due to how long Tango is taking to transfer funds from my checking account to my Tango account. Tango will promptly remove money from my checking account and then take up to a week to move the money into my Tango account to purchase gift cards. This is likely so they can make interest or investments off of the money before it leaves the account. I was told by Tango that I had been made a Trusted member, which should allow for same-day transfers from my checking into my Tango account via ACH, but this has never transpired. There is no phone number to call for customer support for business accounts, and the chat function is always automated to send an email. Thus, you cannot speak to an employee in real time. I am not surprised that Tango is not BBB accredited and very disappointed in their customer service.Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint ********** ****** ********
Dear ****,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint from ****** ******** regarding the
ordering timeframe on the Tango website.
We invite Mr. ******** to use
the online Contact Form for Tango, ************************************* or
contact us by phone at **** ********* so a representative can provide any
insight that we may have regarding the ordering timeframe as well as any roadblocks
he may be encountering. We sincerely apologize for any inconvenience Mr.
******** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521
************************Customer Answer
Date: 04/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:11/09/2024
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 tried to redeem a gift card from them but their system is so outdated that if you enter your same email address for verification in lowercase, it confuses the system and doesn't send you your card. I have reached out to support by phone and been on hold for over an hour. Emailing them takes forever. I sent my first email on 10/25, they responded on 10/28 and as of the date of me writing this (11/09) I still have not received help. What type of SLA is this? Absolutely pathetic. I want my gift card.Business Response
Date: 04/15/2025
April 15, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********, ***** ********
Dear ****,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint from ***** ******** regarding roadblocks
with redeeming a Tango card.
As of April 15, 2025, we have
sent three emails to the email address provided within this complaint,
************************, requesting photos of the front and back of the gift
card(s) in question so we can research this concern with no response. We invite
Mr. ******** to contact our Customer Service team by phone at ************* so
a representative can provide any insight that we may have. We sincerely
apologize for any inconvenience Ms. ******** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521
************************Initial Complaint
Date:10/15/2024
Type:Billing 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 ordered a $65 ****** gift card through Tango. I tried to add it and ****** is telling me that it has been revoked. I have been in contact with Tango and ****** trying to fine a solution. There has been no resolutionBusiness Response
Date: 10/25/2024
We are sorry to hear of the issue encountered. Each merchant has their own terms of use and based on their internal assessments may lock gift cards or accounts at their discretion, which was the action taken on their side in this case.
We have since heard from the merchant, who advised upon their investigation, the issue was resolved with the consumer on September 12, 2024. We have also sent an email notification to the consumer with the details the merchant was able to share regarding the resolution they provided.Customer Answer
Date: 11/01/2024
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:08/28/2024
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.
After clocking in the link, I was informed that it would take 24 hours to receive the link. That time has come and gone.
After calling customer support I was on the phone for nearly an hour. There is no way to reach anyone.Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********, **** ********
Dear ****,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint from **** ******** regarding a virtual
Tango MasterCard retrieval link that was not received.
On October 8, 2024, Case
********** was opened by Mr. ******** to address a virtual MasterCard Tango
card ending in 7691 that he was unable to redeem. Our Customer Service team
replaced the virtual card for a new virtual MasterCard ending in 7654, and Case
********** was closed as Resolved on October 11, 2024. Our records show the
replacement card was itself replaced with a virtual MasterCard ending in 2294
and currently has a zero balance due to the remaining $1.27 on the card being
removed in accordance with the Terms and Conditions for the card. We sincerely
apologize for any inconvenience Mr. ******** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521
www.BlackhawkNetwork.comCustomer Answer
Date: 04/14/2025
Complaint: ********
in retelling the chain of events, what is lost is how dirty a business this is. Nothing was sent on April 2nd, 2025.
I am rejecting this response because:
Sincerely,
**** ********Customer Answer
Date: 04/14/2025
No I didn’t. They are also not telling you how long Hold times are - it appears to be deliberate. This is *why* timeshare companies use them so much.Business Response
Date: 04/15/2025
April 15, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********, **** ********
Dear ****,
On April 14, 2025, Blackhawk
Networks (“Blackhawk”) received a rejection to our response concerning a
complaint from **** ******** regarding a virtual Tango MasterCard retrieval
link that was not received.
As mentioned in previous
correspondence, our records show the replacement card was itself replaced with
a virtual MasterCard ending in 2294 and currently has a zero balance due to the
remaining $1.27 on the card being removed in accordance with the Terms and
Conditions for the card. We have included a screenshot of our records to
corroborate this conclusion; please note the notation dated October 9, 2024.
Further, our records show that the replacement card was used after receipt on
October 12, 2024, also shown in the screenshot. We sincerely apologize for any
inconvenience Mr. ******** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521
************************Customer Answer
Date: 04/15/2025
Complaint: ********
I am rejecting this response because:The issue is the card itself was ultimately resolved. The issues at hand are those which underly the process and customer service. It is a consistent method of deflecting responsibility, which are intentionally structured to be difficult to retell, given that an agency like the BBB was not actually present at each step of the way. Each component is filled with the doctrine of “gotcha” and “o but wait….”
It simply could not reflect nothing other then the lowest level of manipulation and tactics. The person who is there to respond to BBB escalation messages like this is carefully selected to know he things work, not misrepresent what truly occurred, but to sideskirt what the customer has been subjected to.
Sincerely,
**** ********Initial Complaint
Date:07/24/2024
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 paid a company for a service. They refunded me, but apparently could not refund me the amount of the gift card. Fine. I went to go redeem the gift card so that I could get my money back and the gift card I was given has a number that the merchant says is invalid. See screenshots for the number I was given vs what was being entered on the merchant site. Their bot even said it was invalid, again see screenshot. I have sat on the phone for over 40 min on hold waiting for someone to answer and have emailed their customer service to no avail. I just want a valid giftcard so I can get my money back.Business Response
Date: 04/16/2025
April 16, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
# ********* ******* ******
Dear ****,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint from ******* ****** regarding a
Hotels.*** gift card they are encountering roadblocks with redeeming.
On July 24, 2024, Ms. ****** contacted Customer Service via the online chat service to report that the gift
card she had been provided was invalid due to not having sixteen (16) digits.
Ms. ****** provided three screenshots showing the card number, reference ID,
and the error message she received when attempting to use the card. On August
2, 2024, Ms. ****** requested an update to her concern, and we advised her to
re-attempt to enter the card number without any spaces. On August 6, 2024, Ms.
****** responded to advise that she had removed the spaces, but the issue
persisted. We requested additional screenshots which were provided on the same
day. On August 7, 2024, we provided the full card number and PIN, advising her
to contact Hotels.*** directly for further assistance.
On April 4, 2025, we attempted
to reach out to Ms. ****** by phone but were unsuccessful. We sent an email to
*************************** to offer a replacement Hotels.*** gift card or one
from a different brand based on Ms. ******' preference. As of today’s date, we
have not received any updates from Ms. ******. We are dedicated to addressing
this matter with Ms. ****** to to her satisfaction; to that end, we ask that
she contact our Customer Service team by phone at ***** ******** or by
responding to the email that was sent to her. We sincerely apologize for any
inconvenience Ms. ****** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521
************************Initial Complaint
Date:07/13/2024
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 received a Tango Choice rewards for participating in a clinical study on July 4th, 2024. I followed the instruction and selected a retail eGift cards (******) for $70. I was supposed to get a code by email to finalized the transfer. However I never got the code, the money was never transferred from Tango to ******, and after several phone calls to both companies, the issue remain unresolved. Tango never provided the gift card number, so ****** has no way of tracking it. Thanks.Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********, ******* ******
Dear ****,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint from ******* ****** regarding an
****** gift card that was not received after being ordered through Tango.
Our records show that the code
was successfully applied and used through Ms. ******' ****** account. Should
Ms. ****** encounter further roadblocks wth any Tango-related codes, we invite
her to use the online Contact Form for Tango, ************************************* or contact us by phone at **** ********* so a representative can provide any
insight that we may have regarding the ordering timeframe as well as any
roadblocks he may be encountering. We sincerely apologize for any inconvenience
Ms. ****** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521
************************Initial Complaint
Date:06/05/2024
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.
i just spoke to a rep about my tango gift card given to me by grubhub that i redemmed it but they are still saying i need to redeem it. she kept me on hold and hung up on me!!!THIS NEEDS TO STOP.she did not call backBusiness Response
Date: 04/15/2025
April 15, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********* ******* ********
Dear ****,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint Rejenna ******** regarding a
Tango gift card received from ******* that they are trying to redeem.
As of April 15, 2025, we have
sent three emails to the email address provided within this complaint, **************************, requesting photos of the front and back of the gift
card(s) in question so we can research this concern with no response. We invite
Mx. ******** to contact our Customer Service team by phone at ************* so
a representative can provide any insight that we may have. We sincerely
apologize for any inconvenience Mx. ******** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521Initial Complaint
Date:05/08/2024
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.
Complaint Against: Tango Card Services
Complaint Type: Product/Service Issue
Complaint Summary: Issuance of Invalid Prepaid Mastercard and Misleading Information
Complaint Details:
1. Transaction Information:
- Date of claim: 04/20/24 (approx)
- Amount claimed: $20
- Service provider: Tango Card Services
2. **Description of Issue:**
- Received a Prepaid Mastercard as a $20 gift card through Tango Card services.
- Attempted to use the card for an online transaction, but encountered repeated difficulties as the card was non-functional.
- After filing a complaint with Pathward and receiving a response, it was highlighted that the virtual card provided is not a valid card number.
- Further investigation revealed that the card number associated with the virtual card is widely used in promotional materials across various companies, including Blackhawk Network.
- Additionally, the website linked to the card, MyPrepaidCenter.com, belongs to Blackhawk Network and not Tango Card Services, as indicated.
3. **Attempts to Resolve:**
- Contacted Pathward, who redirected to Tango Card Services or The Bancorp Bank, as Tango's cards are issued by them.
- Seeking clarification and resolution from Tango Card Services regarding the validity of the prepaid Mastercard and the accuracy of the information provided.
4. **Relevant Documentation:**
- Screenshot evidence of unsuccessful phone call attempts to Pathward's provided number.
- Correspondence with Pathward regarding the invalid card information.
- Copy of the Prepaid Mastercard displaying the unresponsive contact number and associated discrepancies.
5. **Requested Resolution:**
- Clarification regarding the validity of the prepaid Mastercard issued by Tango Card Services.
- Assurance that accurate and relevant information will be provided to customers in the future.
- Replacement/Exchange of the invalid prepaid Mastercard or refund of the $20 claimed amount.Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau
Complaint Case: ********
RE: Complaint
#********, ****** *****
Dear Sean,
On April 2, 2025, Blackhawk
Networks (“Blackhawk”) received a complaint ****** ***** regarding a virtual
Tango MasterCard that they were unable to use.
On May 1, 2024, Case
********** was opened via email regarding a virtual Tango MasterCard they were
unable to redeem. After reviewing the screenshot provided by Mr. ***** and
determining that the card number was a placeholder card to show how the card would
look rather than an actual card number, we requested the numbers beginning with
"60" on the card so we could research more thoroughly. We requested
this information again on May 7, 2024, May 9, 2024, and May 13, 2024, with Case
********** being closed due to no response on May 16, 2024.
Our research shows one card
ending in 0813; this card had expired on October 31, 2024. While federal law
does specify that funds from gift cards cannot expire, promotional, loyalty, or
rewards gift cards such as this one are exempt from this restriction. The
program provider associated with this gift card set the expiration date as part
of their contract terms with us to ensure the funds are used within a specific
time period rather than being held onto indefinitely. The Terms and Conditions
are available for Mr. ***** to review at any time, and we encourage and
recommend that any and every cardholder review the Terms and Conditions
associated with any gift card, rewards card, promotional card, or loyalty card
to ensure they are able to utilize the funds associated with the card to the
best of their ability within the strictures of the card network allowances. As
a one-time courtesy we have reissued the $20 that was on the original gift card
onto a new card, which will be sent to the email address provided in this
complaint. We sincerely apologize for any inconvenience Mr. ***** may have experienced.
With this, we consider the
matter resolved. Please, do not hesitate
to reach out to us with any further questions.
Best Regards,
Regulatory Complaint Team
Blackhawk Network
Reno, NV 89521
************************Customer Answer
Date: 04/23/2025
From: ****** V. ***** **************************
Sent: Tuesday, April 22, 2025 4:46 PMSubject: Rejection of Business Response – Complaint ID: ********
Dear BBB,
I am writing regarding Complaint ID: ********, originally filed on May 8, 2024. I want to reject the business’s response formally.
The business claimed that they sent me a gift card to resolve the issue; however, I have never received any such gift card, neither by email nor through any other method. I have checked my inbox, spam, and promotions folders thoroughly and can confirm that no gift card was delivered.
As such, the issue remains unresolved, and I would like for the business to fulfill their stated resolution or offer an alternative form of compensation.
Thank you for your continued help with this.
Sincerely,
****** V. *****
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