Wholesale Video Games
Electronic Arts, Inc.Headquarters
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Important information
- Customer Complaint:
BBB’s business profile for EA Sports, Inc. was created in August 1985. A review of complaints state concerns of players' account termination and restriction.
BBB recommends users to be familiar with their User Agreement, section 8. Termination and Other Sanctions. In addition, for more information about your ban or suspension and for ban/suspension appeals, please visit My Ban History.
For additional support options, please visit EA Help.
Complaints
This profile includes complaints for Electronic Arts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,297 total complaints in the last 3 years.
- 1,234 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:05/11/2025
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.
Date of transaction: 4/30/2025 Amount $20.99 I purchased a title called Ea FC 25 from this company, and havent been able to play online for years due to my linked email to their ea id service becoming deactivated by *****. In order to play online I need a verification code that is being sent to the deactivated email address. Ive chatted with many customer service **** who are never able to help me and wont escalate my case to management or issue me a refund. Ive been in this situation for years and have spent hours trying to rectify itBusiness Response
Date: 05/12/2025
Hello,
The customer has been in touch with our support and the issue has been properly addressed. We welcome them to reach us again at *************************** should any other issues arise.
Regards,
EA HelpCustomer Answer
Date: 05/12/2025
Complaint: 23314872
I am rejecting this response because:-I have truthfully answered every question they give me.
-they do not try to help me besides giving me the same questions over and over, Ive invested hours trying to unlock my account due to their faulty processes.
-I have furnished proof of my purchases, and my situation all to no avail.
-they do not even wish to issue me a refund.
-their responses are lazy and not genuine.
Sincerely,
***** *******Business Response
Date: 05/13/2025
Hello,
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Regards,
EA HelpInitial Complaint
Date:05/11/2025
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.
Hello, my name is East, I've been having a problem with EA since April 30th 2025. I logged into one of their games (Apex legends) and I say that my apex coins balance was negative -750 coins, when the last time I was on the game I had 1400, that I had earned from finishing previous battle passes. I reached out to EA support, they told me a refund was requested for 2150 coins, and told me to go to **** support for refund information, so I did, and they told me that the request was on April 8th 2025, and asked me to check with my bank, so I did that too, I never got any refund back, I have all of my bank statements from March and April and I never requested a refund, nor did I get any money from the coins they took from me. Ever since the 30th, I have reached out to EA dozens of times pleading for them to fix their mistake. I have gotten frustrated and angry, and they all say the same thing, "there's nothing we can do, you just have to buy coins until you're not negative" but I refuse to do that because they are the ones who tool the coins from me, without my consent or permission, and now they're saying they're not giving them back, they're saying it's not their problem. My account on apex is still sitting at -750 coins, and I don't know what else to do, they stole money from me, and just told me to go spend more money on their game.Business Response
Date: 05/14/2025
Thank you for raising your concerns with us.
We've reached out to the customer to address the issue. For any other issues or concerns, we welcome them to contact us at *********** and we’ll be happy to assist.
Thank you,
Electronic Arts
EA HelpCustomer Answer
Date: 05/19/2025
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 at the moment, I have not received my money back yet, but he said he will work on fixing it, so for now I'm closing this complaint, depending on how EA responds I might have to open a new one.
Sincerely,
East S******Initial Complaint
Date:05/10/2025
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,
I am submitting this complaint regarding the permanent ban on my EA account in the game Apex Legends..
I was banned for using the phrase "****** * **** *****" during a match. I acknowledge that this phrase was inappropriate, and I understand that there are rules against toxic behavior in the game. However, I would like to highlight that a professional player, ***********, used the exact same phrase, and even much more aggressive language, in his ****** live streams, without facing any punishment. One clear example of this can be seen in the following video ****************************, where *********** says the same phrase (at 30 seconds in the video).
My account was banned without a clear explanation regarding the disparity in how professional players and regular players are treated. After submitting this evidence to EA support, I was informed that the decision to ban my account was correct and would not be reversed, which I find to be an unfair application of the rules.
Therefore, I am requesting:
A re-evaluation of my account ban, considering the equal application of rules for all players, regardless of their popularity or influence.
If the ban is not reversed, I request a full refund for all purchases made on my EA account, as I have been unjustly denied access to content I paid for without a reasonable explanation.
I look forward to a response and resolution to this matter.Business Response
Date: 05/12/2025
Hello,
We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
Regards,
EA Help.Customer Answer
Date: 05/12/2025
Complaint: ********
I am rejecting EA's response because the issue was not handled properly or fairly. My account was banned for using the phrase "****** * **** *****", which is also commonly used by professional players like ***********, who are not punished for saying the same — or even more aggressive — things during live streams.
I submitted this video as clear evidence:
?? **************************** (at 00:30, and several other moments with worse language).
I have contacted EA support four separate times, and in every response, I only received generic, copy-paste replies. Not once did anyone acknowledge or address the video I submitted. This shows a complete lack of care and a clear double standard in rule enforcement between regular players and pros.
If rules are not applied equally to all players, this is a case of selective enforcement, which is unfair and unacceptable, especially in a competitive online environment.
Therefore, I am requesting one of the following:
A fair and proper review of my case, taking the provided evidence into account, or
A full refund of all purchases made on my account, since I am now locked out of content I paid for, without a fair process.
I am open to resolving this amicably, but I expect a serious and personalized review — not another generic message.
Sincerely,
Chesler F********Business Response
Date: 05/13/2025
Hello,
Thank you for reaching out to us. After reviewing your inquiry, we believe that the best way to assist you is through our support portal. We kindly ask you to visit ***********, where our dedicated team is ready to provide the assistance you need.
Regards,
EA Help.Customer Answer
Date: 05/16/2025
Complaint: ********
I have already contacted EA Support multiple times through *********** — four separate cases, to be exact — and in none of them did I receive a proper response to the specific issue I raised.
The support team completely ignored the evidence I submitted, including a public video of a well-known professional player, ***********, using the exact same phrase I was banned for — and much worse — without facing any punishment. This shows a clear double standard and lack of fairness in EA’s enforcement of its rules.
Telling me to "go back to EA Help" is not a resolution, especially when that support system refuses to address the real issue. I will not continue seeking help through a channel that only sends generic, copy-paste messages and refuses to acknowledge concrete proof.
I am asking for one of two outcomes:
A real and fair investigation of my case and the video I submitted;
A full refund of the money spent on the account I can no longer use due to inconsistent and biased moderation.
This is no longer about just one ban — it’s about equal treatment and consumer rights.
Sincerely,
Chesler F********Initial Complaint
Date:05/10/2025
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.
Hello, I am an Apex player and my account email is ****************. Around October 2024, while I was playing the resurrection mode of this game, I reset or switched the network in the game, which caused my IP to change from Hong Kong to another region, resulting in EA’s error code 6, being suspected of attacking EA's servers. I suspect that their anti-cheat team's system misinterpreted the change of IP as abnormal remote login or account sharing,And they rejected my appeal without conducting an investigation and told me it was my problem.. However, my device has not been modified, and the money I have spent in the game is definitely several thousand RMB, which makes it impossible for me to lose the time and money I have invested. I hope your company can investigate this matter again.Business Response
Date: 05/12/2025
Hello,
We've reviewed the account and the action taken was due to a violation of our Terms of Service. We regret that we cannot assist through this channel nor can we overturn the violation. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
For more information on how to contact their team, please visit our article on EA Help: *************************************************************************************Regards,
EA HelpInitial Complaint
Date:05/10/2025
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.
Dear BBB Customer Service,
Hello, my EA account has been banned. Could you please help me check it? When I was checking my account data, I found a lot of abnormal login histories from different places. Through the game records, I also found that some people logged in to their accounts from different places.
Perhaps my account was leaked. I don't know if it's because I often travel on business. I haven't logged in to my EA account since probably April 8th
I usually play at home. I seldom go to online clubs or other high-risk online environments. I have always been very worried that there might be problems with my account. However, I can find these IP addresses in the EA data. None of them were logged in by me personally
Some of the IP addresses of the account are not mine. Could you please check them for me? I don't know if it's because my email was hacked just a few days ago, but I managed to retrieve it in just one or two days, and the thief didn't make any changes. So I didn't think much about it.
And I checked that the ban date was May 9th. I can guarantee that I didn't log in to my account that day.
********
*****************
**************
The 2025-05-02 *********. *** z
SUCCEEDED
********
Singapore-*****
**************
The 2025-04-29 ********** *** z
SUCCEEDED
Please check the abnormal login activities during this period
I can guarantee that I haven't engaged in any illegal or cheating activities. My data should reflect that I can't possibly be a cheating player. And I have devoted a lot of effort to APEX. My game duration has reached as high as 1,800 hours. I have also been very cautious in protecting my own account, but I never expected that someone would still steal it. The account is very important to me. Please have the team check them. Thank you! Meanwhile, please help me explain to the team that the account is unavailableBusiness Response
Date: 05/12/2025
Hello,
We've reviewed the account and the action taken was due to a violation of our Terms of Service. We regret that we cannot assist through this channel nor can we overturn the violation. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
Regards,
EA Help.
Initial Complaint
Date:05/10/2025
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.
Dear Better Business Bureau,
I am writing to you with a heavy heart regarding the suspension of my EA account, which has been a significant part of my gaming experience for over 1000 hours. My dedication to the games I play is evident in the considerable financial investment I've made, amounting to over 4000 RMB.
The suspension occurred towards the end of 2022, and since then, I have made numerous attempts to appeal this decision through EA's customer service, but unfortunately, my efforts have not been met with a satisfactory response or resolution. My EA account is registered under the email ********************
I understand the importance of maintaining a fair and enjoyable gaming environment, and I have always adhered to EA's terms of service. The suspension has not only affected my access to the games I love but also my connection with the gaming community. As a consumer, I feel I deserve a fair process to address the suspension of my account.
I am reaching out to the BBB with the hope that you can help facilitate a dialogue with EA to understand the reasons behind the suspension and to advocate for a fair review process. I am prepared to provide any necessary information or evidence to support my case and to demonstrate my good standing as a customer.
Thank you for considering my request. I look forward to your guidance on how to proceed with this complaint.Business Response
Date: 05/11/2025
Hello,
We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
Regards,
EA Help.Customer Answer
Date: 05/12/2025
Complaint: ********
I am rejecting this response because:
I am writing to convey my deep dissatisfaction regarding the suspension of my APEX account. I am extremely disappointed because I feel that your company has not demonstrated the necessary transparency and fairness in handling this issue.
I am puzzled by your company's failure to provide specific details of the violations. As a customer who has always adhered to the rules, I expect a clear explanation of which regulations I have allegedly broken. A response without specific details not only confuses me but also raises doubts about your company's service commitment.
Moreover, I am disappointed by your company's claim that the issue has been resolved without providing any clear explanation or fair opportunity for me to appeal. This lack of communication and transparency makes me question your company's philosophy of customer service.
I strongly request that your company take the following actions:
Clearly state the specific terms of service that led to the suspension and provide a detailed explanation of the violations.
Offer a fair and transparent review process, taking into account my loyalty as a long-term customer.
Give me a fair chance to present my case and restore my account if no valid violations are found.
I believe that as a guardian of consumer rights, the Better Business Bureau will continue to support me and help me seek a fair solution. I am prepared to provide any additional information or evidence necessary to prove my innocence and good standing.
I look forward to your prompt and comprehensive response to my requests and the actions you will take.
Thank you for your attention and understanding.
Sincerely,
Sha L***Business Response
Date: 05/14/2025
Hello,
We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
Regards,
EA Help.Initial Complaint
Date:05/09/2025
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.
Hello, dear BBB.
Shortly after I registered an account with EA (ID:*******, email: **********************), EA permanently banned my account for no reason. In my appeal a few days ago, EA Company still refused to unblock my account and did not tell me any specific reasons for the suspension of my account, merely repeating: "We have performed all investigations possible on this issue and will not reverse the decision." And when I want to unbind this account from my ***** account, EA Company has refused to unbind my account on the grounds that it has been banned and is unable to establish a case regarding this issue. I hope EA Company can unbind my EA account from my ***** account. I no longer need EA Company to unblock my EA account. I am extremely disappointed with EA.
Thank you.Business Response
Date: 05/12/2025
Hello,
We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
Thanks,
EA HelpInitial Complaint
Date:05/09/2025
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 bought EA FC 25, first on *****, then through the EA app because i believed that the instability was due to the connection between ***** and EA. No, the game is riddled with bugs, constant crashing to the point of it being unplayable. I bought several times fifa points to build a great team that in the end I cannot use. Its usually not complete crashes but enough to drop me out of a match and declare it a loss even if I was winning. The game often lags even on a high end PC build, and ive lost many matches because the controller stops randmonly being recognized by the game. Not the PC as the PC is registering the controllers input's. I LOVED the franchise in the past and would have been happy spending a lot in the game mode building my ultimate team, but I have yet to be able to actually use the players I paid for without issues. Contacted customer service and they just blame their servers and say that they cannot do anything to compensate. even provide the smallest consolation in terms of rewards lost due to server issues or time lost. I've disputed the claim with the bank as I have been unable to use the service for which i paid for, and several of the items i paid for I actually never even received. The game has been uninstalled from my PC and I am done with this company at least until I hear that they have addressed the issues plaguing this company right now.
The account is under the email ****************Business Response
Date: 05/12/2025
Hello,
Upon review, we request the customer contact us at *********** and we’ll be happy to assist.
Regards,
EA HelpCustomer Answer
Date: 05/12/2025
Complaint: ********
I am rejecting this response because: I have already tried to contact them numerous times, and that is why I have escalated this issue by turning to the BBB.They replied by saying i should do what i already complained because I did. Thats the sort of lazy customer support EA offers.
Sincerely,
Eric W****Business Response
Date: 05/13/2025
Hello,
After reviewing the issue, we kindly ask the customer to reach out to us at ***********, where we’ll be happy to assist.
Regards,
EA HelpCustomer Answer
Date: 05/17/2025
Complaint: ********
I am rejecting this response because: They just said the same thing they did last time, which was absolutely nothing new. Nothing I haven't already tried numerous times. It's an automated response and they aren't even trying. What other options do I have?
Sincerely,
Eric W****Initial Complaint
Date:05/09/2025
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.
Dear BBB customer service, hello. I would like to report the issue of EA's account suspension. My ea account was stolen and abnormally banned half a year ago. Meanwhile, my account is unable to ********************** cases. I need you and the team to explain that my account is unable to ********************** cases.The time when my account was attacked by hackers was around December 2024. I don't remember exactly. I only remember that my steam account was lost this month, and then my EA and XBOX accounts ************************** stolen. I guess this was because my computer was infected with some Trojan viruses, causing the leakage of my email information and the loss of my accounts.I don't know if it was because I accidentally clicked on a phishing website, but I didn't know it was a phishing website. Then my computer crashed. After I restarted and cleaned up, I felt there was no problem. But in the following days, my email showed different login records, some from abroad and some from *****. Then I changed my email and protected it with a password. But in the end, I still received a banned email. After my careful examination, I found that the account had been logged in by people other than me all along, and all the addresses were unknown to me. These are not my personal addresses. Please help me check and protect my EA account. I need you very much. I don't know what else I need to do to ensure that my account is not hacked.loginLog Seattle-US-98160 ************** The 2024-11-16 T11, saith. 888 z SUCCEEDED loginLog KR ************ The 2024-11-16 T11: up. 493 z SUCCEEDED None of these one-time login records belong to me personally. I can guarantee that this is not my login behavior. Meanwhile, during this period, both my EA and steam accounts have been exposed and stolen simultaneously.Business Response
Date: 05/09/2025
Thank you for raising your concerns with us.
We've reviewed the account and the action taken was due to a violation of our Terms of Service. We regret that we cannot assist through this channel nor can we overturn the violation. If the player wishes to dispute the action taken, they will need to contact the EA Terms of Service team directly.
For more information on how to contact their team, please visit our article on EA Help: **********************************************************************************************************;
Thank you,
Electronic Arts
EA HelpInitial Complaint
Date:05/09/2025
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.
Hello, dear BBB customer service. I'm contacting you because my EA account has been banned. I would like to ask you to help me check the issue with my account, and my account was ********************** some time ago. Meanwhile, please help me explain to the team that my account is unable to ********************** cases. No matter how I contact you, there is no case number. I have no choice but to contact you in this way. I have attached screenshots in the attachment.I haven't logged in to my account ************************************ April 8th. Then, my account was ********************** on May 2nd and was banned at the same time. I don't understand what caused the ban. Moreover, through data and email checks, I found that someone else attempted to log in to my account and made changes. I have no ******************** by what means they logged in. Could you please help me check the abnormal data on my account? Not long ago, I contacted EA customer service through the initial email. I protected the account and checked it, but the ban has not been lifted. Therefore, I choose to contact you by email.loginLog Zibo-CN *************** The 2025-05-07 T15:29:04. 683 z SUCCEEDEDloginLog JP ************** The 2025-05-08 T12: then. 379 z SUCCEEDED loginLog Qingdao-CN *************** : the 2025-05-08 T11 33:01. 605 z SUCCEEDED }, this IP is not my own login record. I can guarantee that there is a leakage problem with my account. ********************** help me protect my account I'm a loyal ********************** fan. I can guarantee that my account has never been used for any violations and I have always been a rule-abiding player. I don't know why the account is like this. I need you to remind me and tell the *** review team. You can check from other information, such as IP, **** and machine code. I found an anomaly on the *** Please help me check it. Thank you for your helpBusiness Response
Date: 05/09/2025
Thank you for raising your concerns with us.
We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
Thank you,
Electronic Arts
EA Help
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