Auto Body Repair and Painting
Schaefer Autobody CentersComplaints
This profile includes complaints for Schaefer Autobody Centers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
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Initial Complaint
Date:03/01/2025
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 took my car to Schaefer after it was hit in an accident. Right after the accident the *** light came on and the brakes were griding. I got my car back and the same problem is happening again less than a month later. When I went back to the shop they tried to tell me it wasn't related to the accident which is absurd since it is on their own scans! The car was hit and it affected the entire *** system and now it's not even safe to drive my car! This work is supposed to be guaranteed but they are not living up to their own word.Business Response
Date: 03/18/2025
Consumer came in for repairs November 26, we repaired his front bumper, left ****** and suspension work. When he took the vehicle back he was having electrical issues with his radio and it was unrelated to the work we did. Consumer came back saying his brake light was on and car was making a noise. We diagnosed for free and the right front wheel bearing were bad and State Farm said it was unrelated to the accident. Last week he comes back and we put his car on the lift and the car has multiple spots where there's wear and tear and rusting, again not related to the accident. We sent photos to ********** and they agreed. We replaced his battery for free and he continued to complain about noises. State Farm suggested he take it for a full diagnosis and if it is related to the accident they will pay and if not he would have to pay out of pocket.Customer Answer
Date: 03/19/2025
Complaint: 23006518
I vehemently reject this response. Schaefer received my car with the ***/hydroplaning indicator light on the dash causing vibrating and brake slippage which was an established result of the accident and even on their own documentation (see Facts of Loss document attached). After receiving my car back from them the first time, I immediately went back with concerns about wheel noises, radio not working, and directional switch shorting out and flashing the interior lights. They would take no responsibility for any of this and said the wheel noises were a product of the highway I was driving on. Subsequent to this, the *** light came back on with the same vibrating/slipping issue on the right wheel. Under the guise of helping me, they took my car in and took photos to build a fraudulent case against me, citing that my car was "old and rusted" and pointing to unrelated things like steering fluid so as to convey the idea that my car was somehow old and falling apart. They conveyed this to the insurance carrier and would not stand by their guarantee to fix problems related to the accident, like the *** system. The insist that there is NO COMMUNICATION OR RELATION BETWEEN THE LEFT AND RIGHT WHEEL IN AN ANTI-LOCK BRAKE SYSTEM, an absurd and unscientific diagnosis which I, and anyone who understand cars, have easily debunked. Meineke looked at my car and found that the right wheel hub and sensor issue WAS in fact caused by the initial accident and made comments to me regarding how disingenuous the other diagnoses were. Cars rust, as they drive in inclement weather, this has zero to do with my issues. Schaefer has also said that my calipers were so rusted they could no longer work and need to be replaced. Meineke said that was not the case, so have other car professionals.In addition to this, on March 13th, my car battery, installed by Schaefer, died, leaving me stranded. This alone can explain how the right hub and wheel sensor could fail due to improper voltage! Read here in black and white: ********************************************************************** Not to mention how other items like the radio and switch could short out. Yet again, aside from replacing the defective battery (which was free from ********) they refuse to take ANY responsibility and continuously try to bounce me back to State Farm Insurance, who then tells me it's up to Schaefer. I now also have a rattling sound in my car after getting my car back from the battery fix. This company has been dishonest and insidious, employing fraudulent tactics in their practices while refusing to stand behind their supposed guarantee. My car had NONE of these issues prior to being hit on Nov 1st and going to Schaefer.
I have now paid $500 out of pocket for something they should have fixed and have unresolved issues with my previously reliable and well-functioning car. I wish to be compensated for this and have the remainer of the issues fixed properly.
Sincerely,
******* ****Business Response
Date: 03/20/2025
I have attached a copy of the completed work, and we remain committed to honoring our warranty on the repairs we performed. However, we are unable to cover any issues that were not part of our original repairs.
I also spoke with the owner to reassure him that our warranty remains in place. Since this is an insurance claim, any additional repairs would require approval from the **** *****.
When the car was brought back to the shop, we conducted a thorough inspection and took photos, which we submitted to the insurance company. Based on their evaluation, they declined coverage for any additional repairs, citing the vehicles age, condition, and the fact that the issues were on the opposite side of the car. ********** has communicated to both the owner and Schaefer Autobody that he has the option to take the vehicle to a third-party mechanical repair shop for further diagnosis. If the shop determines that the issue is related to the original claim, they should contact State Farm to arrange an inspection and potential approval. Any charges deemed related to the claim would be covered by State Farm, whereas any unrelated costs would be the owners responsibility.
We understand how frustrating this situation is, especially regarding the battery replacement in January. Unfortunately, it failed two months later, but as soon as we were made aware, we addressed it promptly.
Please let us know if theres anything else we can do to help.Customer Answer
Date: 03/20/2025
Complaint: 23006518
This is another disingenuous response, again ignoring the facts laid out. As stated, this IS part of the original issue as shown in the paperwork I submitted and supporting literature. ABS light and vibrating was diagnosed as part of the accident's impact and never disputed by insurance. This was present at the time my car was first brought to Schaefer and was present after, unresolved. Very simple. No amount of gaslighting and lying will change this fact. Not to mention the issues like the directional switch and radio which they refused to even acknowledge (as well as the wheel issues) just a day or two after the first supposed fix.
The photos they took of my car were for their benefit, to concoct a fraudulent perception of my car as old and beyond their responsibility. Of course, State Farm is happy to deny any coverage when Schaefer did everything in their power to project a falsified diagnosis that favored them. This has been laid out in my previous message succinctly, but unfortunately Schaefer will continue to go around in circles--ignoring, gaslighting, and denying reality-- just as they deny the existence of an anti-lock brake SYSTEM and defective battery that communicates between many mechanisms and components within a vehicle (system (noun) a regularly interacting or interdependent group of items forming a unified whole). Not a mention about how they had me running on a defective battery which easily explains how mechanisms can fail due to improper voltage.
Any response to that? Nope.Schaefer loves to take advantage of consumers who are not knowledgeable about cars. They are simply upset that they tried to dupe someone a little too astute for their scams. And again, I submitted Meineke's assessment which says in black and white the issues were caused by the original accident. Schaefer and State Farm want me to get a tear down so they can deny anything and everything and then have me pay for it. No, thanks. STAND BY YOUR GUARANTEE AND FINISH THE WORK, INSTEAD OF DENYING ANY RESPONSIBILITY. My car did not magically manifest issues right after it was hit and came out of your shop.
Schaefer cannot respond and/or directly rebut the facts I mentioned. They continue to try and pass me off to State Farm who ignores me and only asks for Schaefer's approvable to do anything. Two corrupt companies against one consumer.
Sincerely,
*******Customer Answer
Date: 03/21/2025
Calling that a good faith effort is a joke! They can't even rebut the facts I laid out about the battery. You're ignoring issues that were on their own paperwork! Shame on you, BBB!Initial Complaint
Date:12/26/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I dropped off my ***** CX-9 at S******* Auto Body for body work repairs due to a tree branch falling on the front of the vehicle. While parked in their lot my vehicle was hit by an unidentified tow truck causing a great deal of damage to the back of the vehicle. S******* refuses to cover the cost of repairing this damage.Business Response
Date: 01/23/2025
The vehicle was struck by an outside vendor tow truck while on the premises. This was an incident that between a vehicle that is not owned or operated by Schaefer Autobody. We have supplied the customer's insurance with all the information we have regarding the incident and the company that uses this towing service. The vehicle is currently being repaired for the damages at our facility and we have agreed to pay the customer's deductible for the insurance claim.Initial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had my vehicle at the ********** location for some body work and it was the worst experience I have ever had. They had my vehicle for about 5 months for something that should had taken 2 month to do. There staff is unprofessional and lack commination skills they cant even return a phone call and when they do its not the person your trying to reach. I have had to take the vehicle back up there twice because of there mistakes trying to get it fixed now I have something else going on and will not be taking it back to them. Just poor work and a poor job all around and would tell anyone looking to use them to beware and take it someone else save yourself the headache. Now I have to take it to the dealer ship and have them fix what should had been done at Schaefer when it was there.Business Response
Date: 02/11/2025
Everything is being taken care of with the consumer.Initial Complaint
Date:07/23/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my car to the **************** location. Informed them and notated that the car was experiencing mechanical issues as well as Autobody issues. I received a quote to repair my car, then paid the $8,600 and drove off the lot. Once I drove off the lot none of the mechanical issues were fixed. The car was unsafe and would die mid drive. They informed me that they never intended to fix mechanical issues. So they gladly quoted me and took my money without informing me that my car will not be repaired when they are finished. This has caused me great financial stress and I would have never paid for the service if I new my car would still not be operational.Business Response
Date: 10/13/2024
Hello. This same customer left us a negative ****** Review, which we resolved by reimbursing him for some of his repair costs. We are disappointed to hear this complaint resurfaced, again. Here are the specifics of the case: The customer called our **************** location to have repairs completed early in 2024, stating he wanted to pay out of pocket for the collision repair services. When he saw the cost estimate, he decided not to do the repairs and paid to have the vehicle reassembled.
A few months later on June 19, he again contacted the location and stated he wanted to do the repairs after allagain, customer pay. Repairs were completed between [7/10/24 7/18/24]. Neither before or during the collision repairs were issues or concerns about the engine brought up. When we finished the repairs on 7/18/24, the customer drove a few miles down the road and the vehicle stalled. He managed to get the vehicle back to our shop where our General Manager, *******, confirmed we do not do any engine repairs and the repairs performed did not affect the engine compartment. Again,this was not part of his original estimate and was never discussed at any point in the repair.
An offer was made to write an estimate for the additional mechanical repairs and the customer declined. Again, our *************** location had no prior knowledge of the engine issues. Being we are a collision repair business, it's commonplace not to address mechanical issues unless they are related to the accident or made known in advance. In this case, they most certainly were not.
Following this mechanical issue, the customer took his vehicle to the car dealership for inspection. Our Regional Manager,*****, called and confirmed with the dealership the engine issues were not related to the front-end damages on the vehicle.
To resolve this matter, we offered to pay the customer $2,040.57, or half, the cost of the mechanical repairs, and the customer agreed. Our Regional Manager met him in-person on August 9, 2024, to deliver the check and he stated that he traded in the vehicle we had repaired for another of the same make and model, which he proudly showed. Thereby,we considered this issue resolved and see no reason to pay further damages.Initial Complaint
Date:07/11/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was told by ***** to go to schaefer as an autobody shop authorized to work on Tesla. Spoke with **** and he assured me that this is covered under the warranty. Asked him to call and make sure. He claimed he did and I asked for an email which he did not give me and now he has not returned my calls in over a month since ***** stated he did not do what I and they had askedBusiness Response
Date: 08/02/2024
In speaking with store level staff and management, this situation was handled poorly on our part. The customer was not made aware of the need to contact ***** until AFTER repairs had been made. This was extremely poor communication on our part, and repairs should have never been performed as a warranty claim without approval from *****. We admit full fault, and would like to offer the customer the full refund requested. I will ask the location manager to reach out to the customer to issue a refund. Upon doing so, we please ask this complaint be closed. Thank you.Initial Complaint
Date:03/17/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The date of this transaction was completed on 08/31/2021. I went to the jeep dealership (All Star Jeep and Dodge) where i frequently have my jeep serviced and put in a service request for a water leak when it heavy rains. They have Schaefer Autobody located on their property who service their vehicles they diagnosed the problem coming from the roof racks and recommended replacement. I was told only one rail could be replaced due to out of stock parts after they had removed both sides. When we had the first hard rain which was several months later both rail sides leaked again, i reached back out to shop they claim to have rechecked. The same situation occurs every hard rain fall which may take monthly intervals. I have voiced my concerns with the shop manager and they are claiming they did not properly diagnose problem and want to charge me a fee upfront to re diagnose the problem. If the problem is with their repair they will fix and if not additional cost would be on myself. This is totally unfair after issuing a Guarantee and charging me $1006.76 for the repair. I have spent a lot of money for this repair and have been complaining since and refuse to give them additional funds. They should stand behind the work as guaranteed.Business Response
Date: 04/05/2024
To whom it may concern: Attached is a copy of a document provided to us by All Star Dodge Jeep Chrysler Ram when the customer scheduled repairs with **********************. Our location in ********* consists of an office at All Star Dodge Jeep Chrysler Ram, whereby vehicles are moved by flatbed tow truck to our *********** location (in most instances) for repairs. The diagnosis from All Star Dodge Jeep Chrysler Ram states that the left roof rail seam was cracking and that the roof rails were defective. It recommended having the seam sealer fixed, replacing the roof racks, and then returning to the dealership to address a leak from the sunroof. We were not paid to diagnose the leak, but we were asked to do the work described in this diagnosis.
When it came time for repairs, we could not source a right roof rail for this 2008 model anymore, and this was explained to the customer before we started repairs. He wanted to move forward anyways. We did replace the left roof seam sealer and the left roof rail. We have tested that area for leaks multiple times and we have not found any leak from that area. However, the customer periodically calls in to say that he still has some sort of leak during heavy rains, and he expects us to address it at no cost to him.
We have asked the customer multiple times if hes addressed the sunroof leak that All Star also included in their original diagnosis, and he has not. Our General Manager told the customer that since there were multiple leaks identified by All Star and he only paid us to fix one of them, we cannot simply cover any further water leaks under Schaefer Autobody Centers limited lifetime warranty. He would have to pay for our technician to do a leak test, and then we can recommend further corrective action.
Customer Answer
Date: 04/09/2024
The sunroof already has new seals. I can provide a copy of receipt if need be the diagnosis for the repair needed was performed by Schaefer auto body. I have added additional photos evidencing the leak is still there for the work that Schaefer auto body performed. This is a defect in their installation or they improperly repaired the rail, we are requesting a refund for the monies that we paid to have that real put on. Once again I have included a photos with your recent showing the leak is still there.Customer Answer
Date: 04/09/2024
We have included additional photos, We can also provide a receipt for the seals that were already replaced on the door frame and the sunroof. The diagnosis that was given was repaired and serviced by Schaefer auto body. They either did not perform the repair sufficiently or correctly. The evidence shows the leak remains in a recent photo. We are requesting a refund of service provided by the body shop.Customer Answer
Date: 04/10/2024
The diagnosis from Allstar Jeep was repaired by your body shop. I have Attached photos to show evidence that the repair was not fixed. The sunroof already has new seals that have been installed prior to your repair.. I can provide a receipt as proof that seals on the sunroof have already been replaced. I am requesting a refund for the rail installation that was potentially installed incorrectly or mis diagnosed. I came to you for your professional service and repair Please Honor your warranty agreement and guarantee as you have mentioned I have called on multiple occasions complaining of this problem.Customer Answer
Date: 04/10/2024
The diagnosis from Allstar Jeep was repaired by your body shop. I have Attached photos to show evidence that the repair was not fixed. The sunroof already has new seals that have been installed prior to your repair.. I can provide a receipt as proof that seals on the sunroof have already been replaced. I am requesting a refund for the rail installation that was potentially installed incorrectly or mis diagnosed. I came to you for your professional service and repair Please Honor your warranty agreement and guarantee as you have mentioned I have called on multiple occasions complaining of this problem.Initial Complaint
Date:11/06/2023
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.
Schaefer Autobody initially fixed my 4runner in August 2023. Work not completed properly (paint bubbly, rear camera not adjusted properly, front bumper not flush with side panels). Returned car to be fixed again in September 2023. Paint is still bubbly on rear liftgate, rear camera still needs to be adjusted as it is still pointing too low, and front bumper and side panels are still misaligned and not flush.Business Response
Date: 11/13/2023
Hello. We had an update on this complaint:
Per the location's General Manager, ***********************, ******************** called us back late on Friday, November 10. She agreed to drop the vehicle back off today (Monday, November 13.) We put her into a rental, at no cost to her, and have started addressing the issues.
I will respond once we complete the items ******************** wanted addressed. Thank you.
-*****
Initial Complaint
Date:09/26/2023
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.
Picked up our vehicle from ********* on 8/24/2023 due to a hit-run accident. Less than 24hrs. later on 8/25/2023 vehicle broke down.I paid $500 deductible & Geico paid over $7,000. Schaefer has NOT completed the repairs on my vehicle. But they have been paid! They are responsible for having to replace the fuel pump that they damaged during the repair process. I paid $1094.17 to have the fuel pump replaced. Receipt attached. Liftime Warranty on repairs. Warranty Attached.Business Response
Date: 11/03/2023
I will be calling the customer and reviewing the complaint to come up with a solution.Business Response
Date: 11/07/2023
Our Operations Manager, ***************************, attempted calling this individual who refused to speak with us. He said he'd only communicate through the BBB.
Though, we firmly believe this repair should have been covered by his auto insurance--not Schaefer Autobody Centers--we do not feel he should be responsible for this repair and we stand behind our work.
Therefore, we would like to cover the cost of repairs for ****************** of $1094.17.
Please let us know next steps in resolving this matter. The amount that will be returned to ****************** will be the full amount he requested for the fuel pump replacement.
Thank you, *****
Initial Complaint
Date:03/31/2023
Type:Service or Repair 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.
My vehicle went in for body work on November 5th. My vehicle was dropped off and the auto body shop was unable to locate it on their lot. After a week they were able to locate it. They have been horrible at communicating the steps of the process this whole time. They called me in February stating my vehicle would be done in one week. At the one week **** I called again and they stated it could be up to 10 more weeks. I had to stay on top of the parts being shipped here and was even to the point of having to add myself to the *** shipping updates to know when things were arriving. The shop would lie to me about when parts were arriving even though I was being notified at the time of delivery. I can also track my vehicle through an app, and I tracked it to another location for balancing the tires and when I talked to the shop that day, they mentioned nothing of it and mentioned it would go to the other location the next day. I confronted them about the false statement where they admitted to not telling the truth. After another month they stated my vehicle was ready for pickup. When I arrived to pick up my vehicle, I paid $1000 for my insurance deductible. I did a walk around on my vehicle and found exterior damage unrelated to the original accident, as well as interior damage that was not there prior to the accident. Before pictures taken by the company proved this to be true. I was told the issues found at that time would be fixed within a week and a half. It is now that time and I have not been contacted nor will the shop or the shop manager answer my phone calls.Business Response
Date: 04/03/2023
We understand your frustration and apologize for the inconvenience of not having your vehicle returned in a timely manner. While the availability of parts can often be beyond our control, accurate information should have been communicated to you throughout the repair process. As a family-owned business, we pride ourselves on clear communication and putting the customer first. We failed to do so in this instance, and would like to speak to you by phone to resolve any other outstanding issues. Please contact ***********************, our customer ********************** director, at ************. While we cannot undo the delays and mishaps you experienced here, we will use this as a teaching moment for team members. Thank you for your understanding.
Business Response
Date: 04/03/2023
I wanted to provide the final resolution that was provided to this customer, **********. Our ******************** Director spoke to Mr. **** and offered multiple resolutions:
He was unhappy with "body shop dust" remaining on his vehicle, which we offered to have detailed for him at a vendor of his choice. He declined. Next, he stated to did not feel comfortable driving the vehicle any longer. We offered to have an inspection done at a ********** dealership of his choice. He declined.
In the end, we offered to split the cost of his deductible ($1,000) with him, and he accepted the offer of a $500 check, which was promptly mailed to him.
Please let me know if I can be of any further help with this matter. -*****
Customer Answer
Date: 04/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Devin Dace
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