Cell Phone Supplies
Safelink WirelessHeadquarters
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Complaints
This profile includes complaints for Safelink Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 823 total complaints in the last 3 years.
- 170 complaints closed in the last 12 months.
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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:03/04/2025
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.
I was approved for a new cellular account with ******************** and received the sim card in the mail on 3/1/25. I used the sim and activated my phone. I called Safelink to have them port over my phone number from ******* p***aid. It took a few hours, but the number was successfully ported over. Right after that, the phone lost the ability to make or receive calls. I contacted safelink, but suddenly now my pin number didn't work, nor did I receive any of their verification codes to my email address. They told me that they are unable to verify my account, and thus could not help me. I called over a dozen times, and several **** told me that the phone had been ***orted stolen. A *** told me that she submitted some type of ticket, and that the issue would be resolved within 72 hours. It wasn't. Now I don't have cellular phone service, and I've lost my phone number that I ported over. I don't care about service with Safelink, but I want my cell number back, or some help fixing this account information problem so I can reactivate the account and get my cell number back. I can provide my driver's license, and any of my personal information required. Please assist.Business Response
Date: 03/18/2025
Dear ****** *******:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
Your complaint states that you were approved for SafeLink and transferred your old number over. However, after the transfer, your phone service did not. You called customer support for assistance, but issue remains unresolved because you are unable to authenticate the account.
********************** account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.
Upon review, we found that you applied for the Lifeline program with SafeLink Wireless on 2/24/2025, got enrolled on 2/25/2025 but the enrollment was cancelled on 3/06/2025 because you opted to transfer your program enrollment to another service provider. Meanwhile, the record shows that your phone number ending in 8177 was transferred over to SafeLink on 3/01/2025 with reference number **********. The number was activated successfully with your Bring Your Own Phone (BYOP) device until a report came in about your phone being stolen which causes the deactivation of your account.We also found an escalation created on 3/01/2025 to clear the status of your device; that way, we can reactivate your service. Reference number **********.On 3/04/2025, the reactivation of your account was process successfully.
We spoke with you on 3/06/2025 via phone number ************ and you confirm that your phone service is working except for data. We offer to troubleshoot your connection and agreed to set up a callback. We made a follow-up call on 3/06/2025, 3/07/2025, 3/10/2025 and 3/11/2025 but with no success. However, on 3/14/2025, we received your email response via ****************************,and you stated that you are no longer a SafeLink customer and that we should stop calling you. We confirmed that indeed your account has been deactivated due to a port out request done on 3/12/2025 with reference number 1316247125.
If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1315870625.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive Resolution DepartmentInitial Complaint
Date:02/27/2025
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.
Today is 2/26/2025. Around 6 weeks ago I applied for wireless lifeline service through SafeLink wireless. I was gone to their program by the fact that they offer 10 g of data which is more than twice what all other lifeline providers offer. After 6 weeks of service I was happy. They also promised a hotspot with 5 GB of data on it. Abruptly yesterday without any warning or knowledge or permission from myself my service was terminated. SafeLink which is under the TracFone umbrella cancel my free lifeline service for the poor which was my only phone line in my house and the only internet access in my house and replace it with a prepaid service called net10. Net10 is a prepaid cellular service where is you buy cards for a certain amount of money and they charge you $0.10 a minute for talking. No data is included here at all. My SSI is not committed yet and I do not get a check.Business Response
Date: 03/12/2025
Dear *** *********:
We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated February 27, 2025, regarding BBB case # ******** complaint.
Your complaint states that you were enrolled in the Lifeline program with SafeLink Wireless; however, your free service was terminated and was changed to Net10 Wireless where you need to pay to have service.
We reviewed your account and determined that you applied and got enrolled in the Lifeline program with SafeLink Wireless on 1/18/2025. However, your enrollment was cancelled on 2/26/2025 because our records show that your benefits were transferred to another service provider.
Please note that you may transfer your Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires your express consent before each Lifeline benefit transfer transaction occurs. By granting consent, you are recognizing that you will no longer receive the benefits through your previous service provider. The consent also ensures that your benefits are properly transferred to the new service provider, so you can continue to receive their benefits without interruption.
We spoke with you via phone number ************ on 02/28/2025, and discussed the aforementioned. We assisted you in processing your new Lifeline application, and agreed to contact you for further updates.
Per our records, your Lifeline application remained in Pendingstatus. In order to complete the application, you need to follow the steps which was sent to your email. We attempted to contact you via phone number ************ and emails were sent to ************************** on 3/7/2025 and 3/8/2025, to discuss these updates. However, we were unable to reach you and have yet to receive your reply to our emails.
If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* or Ticket Number 1315366037
Based upon the foregoing; we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive *********************Initial Complaint
Date:02/21/2025
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.
I was approved for a government phone last year and someone stole the phone and I stated to safe link numerous times that I would like to get a new phone but they have refused stating to pay for another phone and I don't think it is right I even stated to just cancel the phone and they have refused to so i can't get a new phone because it states I already have a phone!Business Response
Date: 03/04/2025
Dear Stefondra ******:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 21, 2025, regarding BBB case number ******** complaint.
Your complaint states that you were approved for the government phone last year and someone stole your phone. You requested a new phone;however, it was denied, and you were advised to buy a new phone.
Upon review, we found that you applied for the Lifeline program on 10/29/2023, got approved on 10/30/2023 but the enrollment was cancelled on 11/14/2023 as per request since you cannot track your phone. The enrollment was supposed to provide you with a free phone. As per **** tracking number **************************, your phone was shipped out on 10/31/2023 and was delivered to your address. Please know that SafeLink does not replace lost/stolen devices anymore. In addition, we found no new Lifeline enrollment under your name.
We have attempted to reach you multiple times via phone ************ and via email ******************* on 2/21/2025, 2/23/2025,2/26/2025, 2/27/2025 and 3/02/2025, but with no success. We have not heard from you. To continue with the Lifeline program under SafeLink Wireless, you must reapply via website, ******************************. In addition, we cannot guarantee that your reenrollment will provide the option of a free phone offer. If no free phone offer is available for you, you can start the service by bringing your own phone over and we can send you a free SIM card to work with your phone.
If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1314799247.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive Resolution DepartmentCustomer Answer
Date: 03/04/2025
Complaint: 22971081
I am rejecting this response because:
I have not received a free phone on 10/2023 ! It is not 2025 i should be able to reapply and the service from 1 year ago should be cancelled ! No reason why when i apply it says that i already have a phone ! FROM A YEAR AGO !
Sincerely,
Stefondra ******Business Response
Date: 03/12/2025
Dear Stefondra ******:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 4, 2025, regarding BBB case number ******** complaint.
Your follow up complaint states that you have not received a free phone on 10/2023. You should be able to reapply for the program and that the enrollment a year ago should be cancelled.
Upon review, the phone is no longer in service since November 20, 2023. Furthermore, we found out that you applied for the Lifeline program on 10/29/2023, got approved on 10/30/2023. With that you were eligible for a free phone, but the enrollment was cancelled on 11/14/2023 as per request since you had no option to track your phone.
Moreover, **** tracking number ************************** shows the phone was shipped out on 10/31/2023 and was delivered to your address, in reference to ticket number **********. Please know that SafeLink Wireless does not replace lost/stolen devices anymore. As of this writing, no further application found under your name.
In addition, we cannot guarantee that your reenrollment will provide the option of a free phone offer. Starting April 1st 2024, the free phone offer will display for new customer under the state of **********, Tribal Land, and *** customers that meet certain criteria, which will be determined by the system. Nevertheless, you will be able to bring your own compatible phone (BYOP) or use a previous device.
We spoke with you via phone number ************** on 03/07/2025, and 03/10/2025, and discussed the matter with your complaint. You were also informed of the updated aforementioned information.
If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1314799247.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive *********************Initial Complaint
Date:02/20/2025
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.
i called today and was on the phone for three hours trying to activate my sim card sent to me so i could use my ******* phone but all the employees i spoke to said there was an error, but they couldn't tell me what the problem was. i had my ******* acct and transfer pin. My Enrollment Number is ********* from ********************Business Response
Date: 03/04/2025
Dear ******** *******:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 20, 2025, regarding BBB case # ******** complaint.
Your complaint states that you are enrolled in the SafeLink Lifeline program and contacted customer service to activate your ******* phone with the *** card you received; however, the activation failed due to an error.
We reviewed your account and our records show that you are enrolled in the SafeLink Lifeline program since 12/11/2024,with unlimited talk, text and 10 GB of data plus 5 GB of hotspot every month.The phone is active in our system, with the phone number ending in 0375. In addition, Transaction History shows that the new *** card with number ending in 8569 was successfully activated on 2/20/2025, and Usage Records indicate that the phone is working and the service is being used.
We spoke with you on 02/26/2025 via phone number ************, and discussed the status of your account and service concerns. You confirmed that the phone is already working.
If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1315031977.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive *********************Initial Complaint
Date:02/15/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Safelink Wireless mailed me a phone without my prior knowledge. The phone came, activated it and within the first six months, I had to call their 24/7 number to speak to representative who had me purchase minutes for my old phone instead of replacing the defective phone they sent me. The ************ numbers were consistently changed on its their own, had to call them back daily to get the free phone connected back to their network. This went on for months, of which they had me continue to purchase minutes of my old cell number of ********** to be *** to call them about the defective phone. I asked them repeatedly to replace the phone because it also dropped calls whenever other wanted to, wouldn't let me answer incoming calls and always had to be restarted each time for a total of over fifty times within the first six months. They refused to send me a replacement phone for the defective refurbished one they gave me. All they keep doing is have me purchase minutes for my old phone so I can have a line to call them to fix the defective phone they sent me. All f this defeats the purpose of me having a government paid phone line-hence double dipping; they get paid for the defective phone monthly from the government and had me buy minutes for my old phone!!! I have currently filed an *** complaint and awaiting DOGE to get their website up to file a complaint with them. Very unethical for this company to receive money for a defective phone that consistently doesn't work properly and have me pay with my own limited income for minutes on my old phone to ensure I have a way to call them to fix the defective phone and get the above mentioned numbers corrected and connected to their network. Yes, reread my complaint, they gave me a defective phone paid for by the government and had me purchase minutes for my old phone to call them and troubleshoot the defective phone! I'm disabled, on a fixed income and this is how they take care of the poor, they double dip and fix nothing!Business Response
Date: 03/04/2025
Dear L ******:
We have received and reviewed your Better Business Bureau complaint.
This response is in reference to your correspondence dated February 15, 2025, regarding BBB Case number ******** complaint.
Your complaint states that you have been having issues with your phone and asked to replace it multiple times, but your request was not processed. You kept on paying for your service for your old phone to contact customer service regarding your phone issue, but the issue of your phone remains unresolved.
In our review, our records show that your latest Lifeline application through SafeLink Wireless was processed on 5/30/2024 and got enrolled on 6/01/2024 with free benefits of Unlimited Talk and Text with 10GB/month of FREE data including 5GB of ************* However,it got cancelled on 2/26/2025 due to our system was unable to detect an active SafeLink phone.
On the other hand, a replacement phone was already issued for your defective phone on 2/18/2025 with ticket reference number **********.
We spoke with you on February 25, 2025, by phone number **************. During our conversation, you confirmed receipt of the delivery of your replacement phone, but the phone received was defective. Thus, we submitted another request for another replacement phone. An email to return the defective phone was also sent to your email address.
On March 4, 2025, we reprocess your phone replacement but due to no available phone for your device model, we updated the request for a different model available.
We made a follow-up call to you on March ******, and provided you with the updates. However,you refused to receive the phone model we have processed.
Please be advised that as per Terms & Condition, SafeLink may, in its sole discretion, replace the Product with a different but comparable Product if the same exact Product is not available. The replacement Product may consist of refurbished equipment that contains used components, some of which have been reprocessed. All used components shall comply with Product performance and reliability specifications.
If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Based upon the foregoing, we will close this matter unless we hear from you.
Sincerely,
Executive Resolution DepartmentBusiness Response
Date: 03/04/2025
Dear L ******:
We have received and reviewed your Better Business Bureau complaint.
This response is in reference to your correspondence dated February 15, 2025, regarding BBB Case number ******** complaint.
Your complaint states that you have been having issues with your phone and asked to replace it multiple times, but your request was not processed. You kept on paying for your service for your old phone to contact customer service regarding your phone issue, but the issue of your phone remains unresolved.
In our review, our records show that your latest Lifeline application through SafeLink Wireless was processed on 5/30/2024 and got enrolled on 6/01/2024 with free benefits of Unlimited Talk and Text with 10GB/month of FREE data including 5GB of ************* However,it got cancelled on 2/26/2025 due to our system was unable to detect an active SafeLink phone.
On the other hand, a replacement phone was already issued for your defective phone on 2/18/2025 with ticket reference number **********.
We spoke with you on February 25, 2025, by phone number **************. During our conversation, you confirmed receipt of the delivery of your replacement phone, but the phone received was defective. Thus, we submitted another request for another replacement phone. An email to return the defective phone was also sent to your email address.
On March 4, 2025, we reprocess your phone replacement but due to no available phone for your device model, we updated the request for a different model available.
We made a follow-up call to you on March ******, and provided you with the updates. However,you refused to receive the phone model we have processed.
Please be advised that as per Terms & Condition, SafeLink may, in its sole discretion, replace the Product with a different but comparable Product if the same exact Product is not available. The replacement Product may consist of refurbished equipment that contains used components, some of which have been reprocessed. All used components shall comply with Product performance and reliability specifications.
If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Based upon the foregoing, we will close this matter unless we hear from you.
Sincerely,
Executive Resolution DepartmentCustomer Answer
Date: 03/05/2025
Hello,
never received any mail from them with the return label to print off and return the new defective phone they sent me. I asked for it once again when **** called me from their ************************* **** The phone they offered is not compatible with what I have, does not have wifi nor a big enough screen to be able to do tele-health visits nor is a fifteen dollar phone anywhere near comparable to a $350 cellphone. I was advised by their *** of this complaint that he would mail out a return label and send me a confirmation email with the tracking number which has still yet to be sent. I have attached photos of the defective phone with the battery that is swollen inside. A phone ***resentative at my local ******* advised me that the battery is swelling up and could explode causing particles to fly and possibly cause harm to myself, others or any possessions near it and advised me to get this taken care of so that doesn't occur as quickly as possible. The phone offered is called Blu View which does not have a screen big enough for my vision impairments, so yes I had no choice but to decline the offer; it is not a comparable phone to what I have already had nor ever had. I am a Schedule A Disbled American with targeted disabilities and this undue stress has caused this to take longer to remedy than usual. I have also filed an *** Complaint #******* and have also recieved an email from them stating they dis-enrolled my old cellphone of ************ on 2-26-2025; so did they receive government funds for my this old line that has not been used? This original complaint is about the defective phone with the number ************ that has had a swollen battery inside of its reconditioned status, has been problematic since I received it and now is an even more risk to even have it near me since the battery is more swollen and the OTTERBOX case I have it in is holding the protruding screen in as best it can. As seen in the attached photos, the battery is swollen and needed ***laced when they sent it to me in this reconditioned status. Their resolution was to have me pay for minutes on my old phone number of ************ to call their 24/7 managers line of ************************ to call them and get this defective reconditioned phone connected back to their network. So I paid them in excess of $600 of which I would also like my money refunded. I have provided all pertinent information to the *** of both phones for the *** to track the initial usages of the starts dates and end dates of both phones since they keep telling me they have possession of both my old phone and the current defective reconditioned phone with a swollen battery that needs ***laced immediately with something comparable. I have been enrolled in the ******** Program for connectivity either SafeLink Wireless since the program began to this current date. I have also recorded phone conversations with myself and several of their FCC *************** ***s who have called long and will submit as soon as I figure out how to attach Voice Memos. If you can provide with an email address please, I know how to attach them that way because of my disabilities and limited income means.
I would like this resolved adequately with a comparable phone of the same quality or better promptly. I am currently trying to figure out how to contact DOGE and get them in on this investigation as well. It is by no means doable with the phone they offered in regards to my visual and other health impairments, I need a phone I can actually see on to do telepath visits and check in for doctors appointments on that does not have a swollen battery, does not come in brand new that stayed on the charger for over 12 hours and only charged to 3% with the cord they provided as well as several other cords I already owned and tried. I have never been dis-enrolled from the Lifeline Program since it started to this current date for any reason. I have also attached a screenshot of them sending me a dis-enrolled email about my old cellphone of ************. this needs to rectified promptly and expeditiously with an appropriate phone for my vision impairments and health disabilities like I already have. I also called the National Qualifier phone and eventho I am not due to recertification until October, she had me do that in case I need to switch companies to get this properly resolved. I am also awaiting phone calls and emails to from free legal aid services about a proper ***lacement phone as well as the refund of my $600 plus dollars they had me pay.
Customer Answer
Date: 03/05/2025
Hello,
never received any mail from them with the return label to print off and return the new defective phone they sent me. I asked for it once again when **** called me from their ************************* **** The phone they offered is not compatible with what I have, does not have wifi nor a big enough screen to be able to do tele-health visits nor is a fifteen dollar phone anywhere near comparable to a $350 cellphone. I was advised by their *** of this complaint that he would mail out a return label and send me a confirmation email with the tracking number which has still yet to be sent. I have attached photos of the defective phone with the battery that is swollen inside. A phone ***resentative at my local ******* advised me that the battery is swelling up and could explode causing particles to fly and possibly cause harm to myself, others or any possessions near it and advised me to get this taken care of so that doesn't occur as quickly as possible. The phone offered is called Blu View which does not have a screen big enough for my vision impairments, so yes I had no choice but to decline the offer; it is not a comparable phone to what I have already had nor ever had. I am a Schedule A Disbled American with targeted disabilities and this undue stress has caused this to take longer to remedy than usual. I have also filed an *** Complaint #******* and have also recieved an email from them stating they dis-enrolled my old cellphone of ************ on 2-26-2025; so did they receive government funds for my this old line that has not been used? This original complaint is about the defective phone with the number ************ that has had a swollen battery inside of its reconditioned status, has been problematic since I received it and now is an even more risk to even have it near me since the battery is more swollen and the OTTERBOX case I have it in is holding the protruding screen in as best it can. As seen in the attached photos, the battery is swollen and needed ***laced when they sent it to me in this reconditioned status. Their resolution was to have me pay for minutes on my old phone number of ************ to call their 24/7 managers line of ************************ to call them and get this defective reconditioned phone connected back to their network. So I paid them in excess of $600 of which I would also like my money refunded. I have provided all pertinent information to the *** of both phones for the *** to track the initial usages of the starts dates and end dates of both phones since they keep telling me they have possession of both my old phone and the current defective reconditioned phone with a swollen battery that needs ***laced immediately with something comparable. I have been enrolled in the ******** Program for connectivity either SafeLink Wireless since the program began to this current date. I have also recorded phone conversations with myself and several of their FCC *************** ***s who have called long and will submit as soon as I figure out how to attach Voice Memos. If you can provide with an email address please, I know how to attach them that way because of my disabilities and limited income means.
I would like this resolved adequately with a comparable phone of the same quality or better promptly. I am currently trying to figure out how to contact DOGE and get them in on this investigation as well. It is by no means doable with the phone they offered in regards to my visual and other health impairments, I need a phone I can actually see on to do telepath visits and check in for doctors appointments on that does not have a swollen battery, does not come in brand new that stayed on the charger for over 12 hours and only charged to 3% with the cord they provided as well as several other cords I already owned and tried. I have never been dis-enrolled from the Lifeline Program since it started to this current date for any reason. I have also attached a screenshot of them sending me a dis-enrolled email about my old cellphone of ************. this needs to rectified promptly and expeditiously with an appropriate phone for my vision impairments and health disabilities like I already have. I also called the National Qualifier phone and eventho I am not due to recertification until October, she had me do that in case I need to switch companies to get this properly resolved. I am also awaiting phone calls and emails to from free legal aid services about a proper ***lacement phone as well as the refund of my $600 plus dollars they had me pay.
Customer Answer
Date: 03/05/2025
Complaint: 22946354
I am rejecting this response because: the Blu View suggested replacement phone screen size and viewer options are not compatible with my vision and health disailities. It also does not have the wifi data capabilities for proper Telehealth visits as the **** defective phone. Have attached picts of the complaint phone with the swollen battery visibly seen with it lifting the screen up as well as the specs for the Blu View. I would be more than willing to take care of this complaint with a new replacement phone that is comparable to the defective swollen battery one as soon as SafeLink Wireless can mail it and the refund of my $600 plus dollars. Am currently awaiting my appointment with legal aid to discuss this matter further for any legal assistance I can get to resolve all of this as well as awaiting the findings of the *** Complaint number ******* that was filed on February 6, 2025. I am a Schedule A American with targeted disabilities and do not appreciate being taken advantage of and will provide any and all information to DOGE as soon as I can get their contact information to submit a government waste &/or fraud complaint for them to intimate as well. I have been a loyal customer of ********************** , have always complied with revivification, monthly usage of their services and this is beyond the pale to say the least.I look forward to getting this taken care of before my upcoming surgeries so I can give my friend back the phone she let me temporarily borrow until I get a new non-defective phone replacement from SafeLink WireLess. I have numerous upcoming Telehealth visits and all this is impeding my healthcare team staying adequately in contact with me to complete phone calls and visits. Also, SafeLink Wireless **** have called my complaint phone number of ************, let the phone barely ring for one second before it hangs up because of the expanding battery as seen in the attached photos, then they promptly send me an email stating they tried to reach me and could not...the phone is defective and hangs up, freezes, has to be restarted just to back out of the phone call app whenever it wants to multiple times daily whenever it wants to. Please contact me on the loaner phone with the number of ************ so we can adequately speak without any interruptions.
Sincerely,
L ******Customer Answer
Date: 03/05/2025
Hello,
as seen in the attached photos, I have been an active SafeLink Wireless customer for years and me having to file complaints and reject unfair offers to just brush me and my disabled needs to the side is beyond the pale. I look forward to resolving this because I need to focus on my health and not filing complaints everywhere with no positive results.
Customer Answer
Date: 03/07/2025
Hello,
speaking to someone in the executive resolution department currently. The second phone sent today is also defective and will NOT charge at all. Will be returning both of these defective phones as soon as I can get a ride to return both. This matter is not resolved at all. Am currently on the phone at the above mentioned ******************************************* **** ****, will I record the conversation. **** just stated the ****, ICCID of the phone with the swollen battery that all these complaints are about is NOT on your system when am fact, I am currently talking ti her on this exact same phone. Will be forwarding this recorded conversation to the *** as well as the other recorded conversations today. **** states in today's phone conversation she needs the **** numbers off the two phones mailed to me recently which I am NOT able to provide because neither phone will charge to even turn them on at all.
Customer Answer
Date: 03/10/2025
Hello Safelink Wireless,
the photos attached are proof that I paid for minutes to call your 24/7 manager line of *********************** to be able to call your business to get the phone all these complaints are in regards to with the swollen battery. The *** is still in process of my complaint with this as well and soon will be preparing a rebuttal to all of this. I also filed another compliant today with the ************************* since your company is refusing to allow me to actively participate in a government funded program with your company adequately. I am not going to pay to return the two defective phones you mailed to my home, both will not charge with the cords they came with nor any other cord I have in my home. Talking to your **** on the phone, they all state that they cannot provide me with a return label unless I turn the phones on and give them info inside the phones!!! How can I give information out of both phones that will not charge, thus not allow me to get the information needed? The *** 2ND DAY AIR tracking numbers are as follows:
1Z 7X2 8F0 02 5558 8288
1Z 7X2 8F0 02 5522 6347
Please provide return labels so I can expeditiously return both non-charging phones this company just mailed to my home. It should be very easy to send me return shipping labels, especially since you already have the two aforementioned ones already in your system. Your **** had me pay in excess of forty plus dollars monthly for over a year just to call your business to reconnect my free cel phone back to your system, thus defeating the purpose of having a free cell phone to begin with.
So no, this complaint is not closed, not rectified and I am only getting started. I will file complaints any and everywhere with the proponent government agencies until this all is rectified properly cause the timely manner window has clearly been surpassed. I have specific targeted disabilities which clearly are being violated as alleged in all these complaints. My next step is to see which ones station wants to run this story, create an online forum, petition or whatever to all the customers out here who are not fully able to participate in a government funded program just like this company is doing to me. I just spoke with the ***, who is still awaiting proper actions in reference to complaint number 7632640.
This dis-enrollment you are referring to is my old cell phone number of ************, go which the *** is currently investigating to see if any government benefits ere paid for that phone line that has not been on for a minimum of six months. So once I filed the initial *** complaint about my current phone number of ************, you dis-enrolled my old cell phone number ************ from the Lifeline Program that has not even been used for a minimum of six months. So was this company receiving benefits for a phone that has not been utilized in over six months?
Customer Answer
Date: 03/11/2025
Hello,
have attached the rebuttal email I received today from the *** to Safelink Wireless giving them 14 days to respond in regards to my complaint. I am still awaiting two return labels from Safelink Wireless to return the two recent non-charging cell phones they mailed to my home, as well as a working replacement phone comparable to the swollen battery one I have nor I have received any refund for the $40+ monthly fess they had me pay fpr over a year.
Thanks,
L. Howard
Business Response
Date: 03/12/2025
Dear L ******:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/05/2025 regarding BBB Case number ******** complaint.
Your complaint states that you were offered a phone that is not comparable with your old defective phone, and that you have not received the return label to return the phone. You also had to pay your phone service on the phone number ending in 5568 to contact customer service to resolve the issue with your other phone, and would like to get a refund of $600. In addition, your ******** enrollment was cancelled, and that you received an email stating your Lifeline enrollment with the phone number ending in 5568, when your Lifeline enrollment is with phone number ending in 9824.
As per our previous response, our records show that your Lifeline enrollment with SafeLink Wireless was cancelled on 2/26/2025. This was because the phone with phone number ending in 9824,which is associated with the enrollment, has been inactive. In order to keep receiving Lifeline benefits, you need to reapply for the program with SafeLink online or thru customer service. In addition, please note that only one Lifeline enrollment is allowed per household. There is no other enrollment found associated with your information.
On the other hand, we reviewed the replacement phone ticket number **********, and our records show that the first replacement phone ******** Galaxy A03s) was delivered on 2/24/2025, with *** tracking number ********************** mentioned that the replacement phone was defective so another replacement phone (Blu View 4) was delivered to you on 3/7/2025, with tracking number 1Z7X28F00255588288. The phones are not active as of this writing.
As per SafeLink Wireless Terms and Conditions, SafeLink may replace a product with a different comparable product if the same exact model is not available. Our records show that the same phone model of the old phone ******** Galaxy A03s) is out of stock.
We spoke with you via number ************ on March 7, 2025, and you mentioned that you received the replacement phone;however, it is defective. As courtesy, we agreed to reprocess the replacement and send you another phone; however, the devices must be returned back to the warehouse first. We attempted to assist you further with this concern; however,you kept on delivering foul language and ended the call.
Please refer to email reference number ******* or Ticket Number 1314589939.
If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive *********************Customer Answer
Date: 03/12/2025
Waste of time filing a complaint with the BBB!!! They sent me two defective replacement phones that will not hold a charge, expect me to pay to return both non-charging phones to them!!! Then that is a complete lie that my ************ is not active because it is actively enrolled and connected to their system.Initial Complaint
Date:02/13/2025
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.
Have a government issue phone and every month they cut off my phone and it takes weeks to get someone to get it fix it and this happens every monthBusiness Response
Date: 02/20/2025
Dear ******** ******:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 13, 2025,regarding BBB Case number # ******** complaint.
Your complaint states that your phone service with the free government issued phone is cut off every month, and would take weeks to get reconnected.
We reviewed your account and determined that you are enrolled in the Lifeline program with SafeLink Wireless since 10/9/2024 and is receiving free unlimited talk and text, with 10 GB of data plus 5 GB of hotspot. Transaction History shows that the free Lifeline benefits were delivered every month.
In addition, we determined that you have coverage in your area; however, within coverage areas, there may be significant limitations or interruptions in coverage that may result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions, weather, and other factors.
We spoke with you via phone number ************ on 02/14/2025 and discussed the aforementioned. We determined that this issue was caused by a technical error in our system. We apologize for any inconvenience this may have caused, and we made some updates in the account. Consequently, you confirmed that the phone is now working properly.
If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number **********.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive Resolution DepartmentInitial Complaint
Date:02/12/2025
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.
I have filed complaints with the ************************ and the ********************************* about Safelink problem with receiving a replacement phone that is due to me since the end of this past Dec. 2024. Complaint # with the ********************************* is *******. I DO Hope you all resolve the problem with safelink government program.Business Response
Date: 02/26/2025
Dear ***** ********:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 12, 2025, regarding BBB Case number ******** complaint.
Your complaint states that you have not received your replacement phone since December 2024.
Upon review, we found a warranty phone exchange ticket ********** created on 1/02/2025 due to having a crack screen device. The warehouse team was unable to ship your replacement device in a timely manner because your phone is not available in our inventory. The record shows that the ticket was updated and as of 2/12/2025, your replacement phone was finally mailed to your updated address. As per *** tracking number 1Z7X28F00255135427, the replacement phone was delivered on 2/14/2025.
In an in-depth review, we found that the replacement device was activated on 2/15/2025 by transferring your phone number ending in 3018. Reference number **********. The new phone is active and receives your benefits. The usage report of your line also indicates that the service is being used.
We attempted to contact you multiple times via phone number ********** and email, ***************************** on 02/14/2025, 02/17/2025,02/18/2024, 02/19/2024, and 02/24/2025 but we were unsuccessful. We have not heard or received any email response from you.
If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1314337111.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive Resolution DepartmentInitial Complaint
Date:02/04/2025
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.
Their very incompetent and gave me false information. They also made me wait 2 months without service only to try to get me to buy yet another phone. They scam you and give your information out to others.Business Response
Date: 02/19/2025
Dear Tuk *****:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February *******, regarding BBB Case number ******** complaint.
Your complaint states that you were given incorrect information which made you wait for two months without phone service only to be told that you need to buy a new phone.
Upon review, we found that you reapplied for the Lifeline program on 12/19/2024 and got enrolled on 1/03/2025. Your enrollment specified that you are using a Bring Your Own Phone (BYOP) device with serial number also known as IMEI number ending in 8205. A free BYOP SIM card was sent to your address with reference number **********. However, as per **** tracking number **********************************, the package was returned to sender due to addressee unknown and return package was received on 1/21/2025. In an in-depth review, we found another SIM card replacement request created on 12/09/2024 with reference number **********. The new SIM card was delivered on 2/19/2025 as per *** tracking number 1Z85W83R4462459739. The record shows that this new SIM card has yet to be activated. On 2/18/2025, we found that your Lifeline enrollment was cancelled because of no usage.
When using a BYOP device, it should be your responsibility to ensure that phone is compatible/unlocked and does not interfere with SafeLink service. Otherwise, you can purchase our branded SafeLink device.
We attempted to contact you via email ********************** on 2/10/2025, 2/11/2025, 2/12/2025, 2/13/2025 and 2/14/2025 but we have not heard back from you. Please know that to continue the service with SafeLink Wireless, you need to reapply via web at ******************************.
If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1314080840.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive Resolution DepartmentInitial Complaint
Date:02/01/2025
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 need to use a new phone so I contacted the customer service. They asked me to purchase a new *** card. So I went to the website to purchase a *** card. However, when I contacted the customer service on Feb 1st, and spent more than one and half hour with this agent, who was completely wasting my time. He first informed me that the *** card I purchased is not matching the zip code, then he asked me to purchase a new *** card. I told him that since I have bought a *** card already, can they send me a new one as the replacement? He told me there is no such an option and I had to spend my money on this. Then he put a wrong address for this order. I was able to catch this error when I saw the email for purchase. The address of mine is *************************************. The order number is 6300-30S35SSR3E. He put an address as "lanvhen wan ********************************" Once I found the address is wrong, I immediately asked him to cancel it. However, after he spent another half an hour, he came back to tell me that he cannot cancel the order on his end. He is completely not helping and I asked him for his supervisor. He is completely ignoring me. His ID is *****, and his name is *******. He told me that since the information is incorrect, the shipment will be returned and the scenario is that I won't be charged. He told me to dispute the credit card. I asked him why he made the mistake as he had all my information when he verified my information with my number in the first place. He did not answer. Every time I asked him to transfer me to a supervisor, he became silence and totally ignored me. When I am done with the phone call. I have spent 01 hour 45 mins over the phone with this agent who made multiple mistakes. I need the refund back to my two orders of *** card, one is wrong, another one is sent to a wrong address. I also need them to send me another *** card which I can use for the new phone. This should be completely free as they had wasted me so much time.Business Response
Date: 02/24/2025
Dear ******* ***:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 2, 2025, regarding BBB Case number ******** complaint.
Your complaint states that you had a new phone and where planning have it activated. However, you were told the need to buy a new SIM card. The first SIM card you bought via website turns out to be not compatible in your ZIP code. You purchased another SIM card with the help from a customer service representative, however, the order has the wrong delivery address. With that, you are requesting a refund for the said purchases and a free SIM card for your new phone.
Upon review, we found that your order was placed on 2/03/2025 with order number 6300-30S35SSR3E. The order was for a Bring Your Own Phone (BYOP) SIM card in which you paid $1.04 with merchant id ********************** per *** tracking number 1ZY902R60236811289, the address information was incomplete and has been returned to sender on 2/10/2025.
We spoke with you on 2/05/2025, 2/06/2025, 2/07/2025 via phone at ********** wherein you were informed that refund for the second order will be processed upon the receipt back of your package. Therefore, we tried to work on the registration of your new phone as we confirmed its BYOP compatibility, but the system will not process its registration with your first SIM card due to a compatibility error. We continued our communication via email at ********************** and inform you that an escalation was filed to further investigate the error we have encountered. Reference number **********.On 2/14/2025, the system was finally able to process the registration and as we contacted you to complete the phones activation, you requested a callback at another time. On 2/17/2025, we manage to complete the transfer of your number to the new device and your first SIM card. As we tested the features of the phone, it was confirmed to be working properly. In addition, please know that your refund has been processed on 2/24/2025 with transaction reference number 88249851G7IV7LM1 amounting to $1.04. These credit postings usually occur within 3-5 business days, and you can contact your banking institution to verify this posting.
If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1313766601.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive Resolution DepartmentInitial Complaint
Date:01/09/2025
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.
Because of disabled poverty status, I qualify for the Safelink government phone program. During October 2024, my Safelink cell phone showed signs of rapid deterioration, in that there was a sizeable crack across the screen and across the back of the phone, allowing moisture and dirt to enter the phone. I called Safelink to report the problem, to request a replacement phone, and I was informed that they would not provide a replacement phone, though they had done so in the past. This left me no choice but to begin seeking for an alternative phone provider. On January 2, 2025, I was informed by ******* that they would send me a phone. On January 3, 2025, I attempted to use my Safelink cell phone, and in response, I received a recorded message saying that my phone had been deactivated. This recording provided no reason whatsoever for the deactivation. During this day, there was a blizzard at the area where I reside and, as such, it was crucial that I have cell phone service for any possible emergency, especially given that I have a number of health challenges which substantiates my need for cell phone service. As of today, January 9, 2025, my AirTalk phone has not yet arrived. It was immoral, unethical and endangering to my health for Safelink to deactivate my phone prior to the arrival of my AirTalk phone. It would have been professionally behooving for Safelink to wait for me to contact them with the assurance that I had received the AirTalk phone prior to Safelink deactivating my service. I have been without the crucial provision of a cell phone since January 3, 2025, with no validation of when the AirTalk phone will arrive. For the pain, suffering and uncertain anxiety which Safelink's premature deactivation has caused me, they ought to be fined and sanctioned in the amount of at least $500.Business Response
Date: 01/23/2025
Dear ***** *******:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 9, 2025, regarding BBB Case number ******** complaint.
Your complaint states that SafeLink refused to replace your physical damage phone which made you decide to transfer your Lifeline program enrollment to ******* since they offer you a free phone; while waiting to receive your new AirTalk phone, SafeLink deactivate your service leaving you without a working phone.
Upon review, we found that you applied for the Lifeline program with SafeLink Wireless on 7/03/2013 and got enrolled until its cancellation on 1/03/2025, because you opted to transfer your Lifeline program enrollment to another service provider.
Please know that a customer may transfer his or her Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline benefit transfer transaction occurs. By granting consent,the customer is recognizing that they will no longer receive their benefits through the previous service provider.
Therefore, after the Lifeline program enrollment was transferred to ******* your SafeLink service was discontinued simultaneously.Meanwhile, we checked your old SafeLink device and the record shows that device was already out of warranty. As per SafeLink Terms and Use under Limited Warranty, Your SafeLink Phone is covered by a one (1) year limited warranty,set forth below, administered by SafeLink. A reconditioned SafeLink Phone also has a one (1) year limited warranty provided by SafeLink and all SafeLink accessories have a ninety (90) day limited warranty against defects in materials and workmanship under normal use by the purchaser. The limited warranty for any applicable Product begins on the date of your purchase and is only applicable for defects in material and workmanship that result in Product failure during normal usage. During the limited warranty period, SafeLink will replace or repair, at our sole option, any defective Products or parts (except as excluded below), or any Products or parts that will not properly operate for their intended use (except as excluded below) with new or refurbished replacement Products or parts if such replacement or repair is needed because of Product malfunction or failure during normal usage. SafeLink may, at its sole discretion, replace the Product with a refurbished phone of the same model if available, or if not available, of a comparable model of phone. The limited warranty does not cover loss of personal information, passwords, contacts,music, ringtones, pictures, videos, applications or other content, memory cards, software, defects in appearance, cosmetic, decorative or structural items, including framing, and any non-operative parts.
The record shows that from your original device, over the years, we have managed to provide two courtesy replacement phones. Thus, the system is no longer allowing us to generate another replacement phone request. To this date, the SafeLink account has been deactivated since 1/03/2025.
We attempted to contact you on 1/22/2025 via email at ********************** but we have not heard back from you. Please know that to continue service with us, you must reapply with Lifeline via SafeLink Wireless website, ****************************** or pay for your plan.
If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1312373921.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive Resolution Department
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