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Business Profile

Market Survey

Lightspeed, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lightspeed, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 374 total complaints in the last 3 years.
    • 71 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/09/2024

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a member of Life Points for a very long time. I have always redeemed my points for e-gift cards since the beginning when I joined. So I ordered a Target gift card on June 28***** and I received an email on July 2 ***** saying that my order was canceled due to a technical issue. I tried reordering the gift card on July 3, 2024 and now Helpdesk said that I have to get a Pay Pal account that they can track. I asked them why I wasn't notified that they changed the requirements for point redemption so that I could have redeemed all my points and have gotten out of this panel. I am not getting a PayPal account that sounds ridiculous to me, I should have been given the opportunity to redeem my points. I never had a problem with cashing in the e gift cards. I have ********************************************************************* a lot of time and earned.

      Business Response

      Date: 07/11/2024

      Hello **********.

      My name is *********.  I am a Manager with LifePoints and have taken a look into your concerns.

      I have confirmed that your account is active and you are able to redeem.  However, you must first link a 'verified' PayPal account to your ********************** account.  If you don't already have one, creating a PayPal account is easy. Go to ***************************, click "Sign Up" and follow the screen prompts. Then, verify your account by linking either a bank account or a debit/credit card to the PayPal account you create.

      This is a security measure that has been put into place to keep our LifePoints Community safe and secure.  Unfortunately, without linking a verified PayPal account to your ********************** account, you will not be able to redeem your LPs.

      Customer Answer

      Date: 07/11/2024


      Complaint: 21965440

      I am rejecting this response because: I was not told about this change in the redemption process. They should have told panel members that this change was coming so that I could have redeemed my points before this happened. I am not getting a Pay Pal account and attaching it to a bank account. They do not need my personal information. All I want is the gift cards I earned.



      Regards,

      ***************************************

      Business Response

      Date: 07/23/2024

      Hello **********.

      I understand that you might not be happy with the processes we must enforce in order to keep our LifePoints panel safe.  Unfortunately, linking a 'verified' PayPal account to your ********************** account, redeeming for a PayPal award and receiving the funds is required in order for you to redeem.  As mentioned to you in the Help Desk ticket you submitted, once you have completed these steps, any future redemptions you make will be able to be redeemed for any of the reward options available to you in your online catalog.  

      Customer Answer

      Date: 08/02/2024


      Complaint: 21965440

      I am rejecting this response because: I tried redeeming my points for a gift card before they switch over to this new PayPal policy. All I want is the gift card that I earned. I am not going to give them my bank information to set up an account.



      Regards,

      ***************************************

      Business Response

      Date: 08/05/2024

      Hello **********.
      Please understand, this is not a new policy.  When an account is flagged by our system, for any reason, members are required to link a 'verified' PayPal account, redeem for a PayPal reward and receive the funds before they will be able to redeem for any of the other reward options available.  Unfortunately, if you do not follow these steps, you will not be able to redeem.  The system does not allow any exceptions.
    • Initial Complaint

      Date:06/27/2024

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a member of LifePoints for a very long time, going back to when it was My Survey. I have not have survey opportunities for months. This goes back to roughly March 2024, when I updated some profile questions and qualified for one survey. I always took my survey invites seriously and with honesty. Since then, I have patiently waited for surveys to populate onto my dashboard, but they never did. It was also at this time that I noticed that my points were "migated" in March and ALL my back history was gone. Lastly, I tried to do something so I decided to redeem points for a reward; I received an error message stating "A problem has occurred. Please contact Support so that we can take a look into things for you."I reached out to LifePoints Help on June 10, 2024 to inquire, initially about the lack of surveys after months of waiting, and then the reward redemption message. I received almost daily replies that my account was in research with the team. Finally, on June 20, 2024 I received a reply that my account was suspended and all my points were forfeited. I have no idea why and I would like to appeal. As I said, I take this seriously too. My account currently shows ****** LifePoints. That's hundreds of dollars that I just lost, not to mention all the time I invested answering hundreds of surveys over the years. To accrue that many points means I must be doing something right. The kicker is that I am still receiving survey and community emails from LifePoints.I don't understand why I am suspended and would like to have my account reviewed as soon as possible. Thank you so much.

      Business Response

      Date: 07/01/2024

      Hello ******.

      My name is *********.  I am a Manager with LifePoints and have taken a look into your concerns.  I have confirmed that you had two active accounts with our ********************** Community.  I have now inactivated the other account associated with you and you should now be able to participate and redeem with the account registered using the email address ***********************.

      Please be sure you only have one active account at a time per our Terms & Conditions.  Failure to do so going forward may result in your account(s) being terminated and all LifePoints forfeited.

      Customer Answer

      Date: 07/01/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. LifePoints, thank you for looking into my concern. I had absolutely no idea there were two accounts under my name! I only use this one account under the email address I provided here. 

      Regards,

      *********************
    • Initial Complaint

      Date:06/19/2024

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I would like to get some explanations from Lifepoint regarding the suspension of my membership recently. After I created a private account on the site, I participated extensively in the competitions that the site announces through social networking sites, but I had no luck there, and when I decided to start participating in surveys, I was surprised that my account was suspended until... Without starting to answer or answer, I would like this to be looked into carefully. Thank you

      Business Response

      Date: 06/21/2024

      Hello Edd.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/21/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *********************
    • Initial Complaint

      Date:06/17/2024

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I would like to file a complaint against one of the worst sites I have ever seen. Once I joined the site, the instructions were simple. Complete the surveys honestly in exchange for prizes. That's about it. Then as soon as I completed my first survey, they suddenly suspended my membership without any real reason, without even getting the first points for my first survey.

      Business Response

      Date: 06/21/2024

      Hello *****.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/21/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***************************
    • Initial Complaint

      Date:06/17/2024

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a problem with the ******************* administrators for surveys. After I created an account on the site, I solved the questions related to the profile. After that, several days later, the site stopped sending any invitations to participate in surveys. I checked and they completely suspended my membership. I was no longer able to participate in any surveys. This was strange. I had not completed any surveys while my membership was suspended. I had just joined. I would really like the error to be checked

      Business Response

      Date: 06/21/2024

      Hello *******.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/21/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***********************************
    • Initial Complaint

      Date:06/14/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      after being on this panel for over 10 years, suddenly 3 weeks ago **** told i was being dismissed from your panel due to a bogus integrity issue and you were keeping my 58 dollars which i earned fair and square. No one will give me any specifics, i appealed and it took your staff 3 weeks to finally decide i was still off your panel. No one gave me any more information and refused to give me a name or phone number to speak to someone.This is unacceptable Treatment to a member who has done hundreds of surveys for you. I want my 58 dollars freed so i can cash in

      Business Response

      Date: 06/20/2024

      Hello *****.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/20/2024


      Complaint: 21853726

      I am rejecting this response because:
      i have not been reinstated yet as i am not allowed to redeem my points


      Regards,

      ***********************

      Business Response

      Date: 06/21/2024

      Hello *****.

      I have confirmed that your account is active and that there is nothing on our end stopping you from logging in and/or redeeming, if you have accumulated enough LifePoints.  Please clear your cache/cookies and try logging in again.  If you continue to experience issues logging in, please try resetting your password.

      Customer Answer

      Date: 06/28/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      I still dont know a month later the specific thing i did that violated your integrity standards and dont understand why a service representative could have emailed me directly to give me the opportunity to straighten this out without having to file a complaint with bbb

      i did delete my cookies and was able to redeem , i will let you know if thereis an issue in receiving the actual gift cards. thanks for helping

      Regards,

      ***********************

    • Initial Complaint

      Date:06/12/2024

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I would like to file a complaint against Lifepoint for surveys. I created an account in March and I was completely accepted. I filled out most of the personal information according to their advice so that the surveys would be matched to my profile. I completed only one survey worth 75LPS. After that, they canceled my membership. This was sudden, without me making any mistake, I think. This is completely unfair

      Business Response

      Date: 06/14/2024

      Hello Saige.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/14/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *******************************
    • Initial Complaint

      Date:06/10/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a previous membership in the ******************* from 1Mar until 17Mar. Since I joined, I completed several surveys and won more than one award. After that, I was unfairly excluded from the community, as no surveys have appeared since March 17th. This is really annoying. Trust and true opinions are the most important rule for them and me. I was just giving my honest opinion without any evasions, but in the end I got nothing in return. I think I have the right to get an honest justification from them for what happened. So I hope to make my voice heard to them

      Business Response

      Date: 06/14/2024

      Hello ****.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/14/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***********************
    • Initial Complaint

      Date:06/03/2024

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a member of Lifepoints panel since 2008, when it was My Survey. I have always filled out the surveys with honesty and integrity. In early May I tried to redeem some points for a $50 gift card. A few days later I received a message that they could not complete my order and to contact them. I sent them a message explaining what happened and they replied that they closed my account for no apparent reason. I have $140 in rewards that they refuse to give me.

      Business Response

      Date: 06/14/2024

      Hello ***.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/14/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***********************
    • Initial Complaint

      Date:05/28/2024

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my deep frustration and disappointment with the service I have received from LifePoints over the past 40 days. Since I first raised my issue, I have been unable to redeem my points through any method, whether PayPal or any eGift card.Throughout this period, I have diligently communicated with LifePoints support team and followed every request. Despite my efforts, I have faced several unwarranted accusations and delays. My PayPal account, which has been active for over a decade and is linked with my two banks and my SSN, was incorrectly blamed for the problem. I provided the requested screenshots of error messages, but received no response about it. In my interactions, I have had to repeatedly redirect the LifePoint team to the original issue, as I often received irrelevant and generic, manual responses from them that did not address my problem, only to be accused of submitting more than one ticket, which allegedly delayed the resolution according to them. This has been extremely frustrating and has only served to prolong the process, which they have never acknowledged. Moreover, my most recent messages have been totally ignored and my issue remains unresolved.In addition, I have noticed a complete absence of surveys for the past 40 days, suggesting a potential problem with my LifePoints account, which I also brought to their attention but received no response about either.This situation is unacceptable. This issue is not merely about a $5 payout or the loss of accumulated points; it reflects an egregious and unacceptable level of service that no company should exhibit.I am requesting immediate resolution and the payout of my points, which has been delayed for 40 days.

      Business Response

      Date: 06/14/2024

      Hello Joong.

      My name is *********.  I am a Manager with LifePoints and have taken a close look into your account and confirmed that your account was flagged by the security checks we have in place to protect both our members and our LifePoints Community.  During further discussions we have determined that your account can be reactivated and I have already done so.  Please feel free to login to your account at your convenience.

      I apologize for any frustration this may have caused but hope that you can appreciate the extreme care that we take in order to protect your account as well as your hard earned LifePoints.

      Customer Answer

      Date: 06/14/2024


      Complaint: 21769110

      I am rejecting this response because:

      Hello Lifepoints,
      I can now see surveys appearing in my account, which suggests my account might have been flagged and now reactivated as you mentioned. However, I am still unable to redeem my points and continue to encounter the same error message: "A problem has occurred. Please contact Support so that we can take a look into things for you. Please do not create a new account."

      Once again, I am requesting an immediate resolution and payout of my points, which has been delayed for 57 days so far(40 days+17 days since BBB complaint) since I first raised this issue.

      Regards,


      *******************

      Business Response

      Date: 06/17/2024

      Hello *****.

      I have confirmed that your account is active and a verified PayPal account has been linked to your account.  Please clear your cache and try making your redemption again.  If you continue to experience an issue, please submit a ticket via your *********** so that we can take a further look for you.

      Customer Answer

      Date: 06/18/2024


      Complaint: 21769110

      I am rejecting this response because:

      I've cleared my cache and attempted to redeem my points, but I'm still encountering the same error message. I've also logged into Lifepoints on a different computer belonging to a family member, as well as on my cell phone using the Lifepoints app, and I continue to experience the same issue.

      I've tried to redeem points for both Paypal and Amazon on my usual computer, my family's computer and my cell phone. You suggested submitting a ticket via the ************ but this would entail restarting the process that has led to the BBB complaint over the past two months.  

      Two months ago, I first encountered this issue and submitted a ticket via the ************ I described  my subsequent experiences in my BBB complaint. I cannot endure another frustrating and unproductive email exchange regarding the same exact issue again with Lifepoints. I am requesting a resolution of the issue as originally stated in my BBB complaint. 

      Regards,

      *******************

      Business Response

      Date: 06/21/2024

      Hello *****.

      I have taken another look into your account and some additional adjustments were made.  Please clear your cache/cookies and try redeeming again.  You should not have any further issues.

      Customer Answer

      Date: 07/05/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *******************

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