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Business Profile

Building Materials

American Standard - LIXIL Americas

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for American Standard - LIXIL Americas's headquarters and its corporate-owned locations. To view all corporate locations, see

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American Standard - LIXIL Americas has 3 locations, listed below.

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    Customer Complaints Summary

    • 116 total complaints in the last 3 years.
    • 47 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:08/01/2024

      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 bought an American Standard liberation walk-in Tub installed 10/18/17. Over the years I have had problems with it I call they send parts and eventually come and fix the tub. On 6/11/24 I found that the tub was leaking my floor was damaged I took care of that. I immediately called American Standard they sent parts and sent repair person on 6/19/24 to fix issue but it was not fixed still leaking. On 6/21/24 called to report tub still leaking on 7/16/24 repair person fixed again it seemed to be fixed but on 7/28/24 realized that tub was leaking still/again? So I called again on7/29 /24 requested to speak to a supervisor none available asked to have one call me no one has called. I want this tub fixed it has a lifetime warranty it needs to be fixed correctly or replaced. I have been without use of this $14,000 tub since 6/11/24 basically.

      Business Response

      Date: 08/01/2024

      We regret the delay. We have escalated your account to a manager to review, to assure the appropriate actions have been taken and to expedite a return. 

       

      Customer Answer

      Date: 08/02/2024

      [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,

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

      Customer Answer

      Date: 08/09/2024


      Complaint: 22079081

      I am rejecting this response because: I am writing to inform you that American Standard tub company has done nothing to get my tub fixed. I have reached out to them,  I was informed that parts were shipped but did not receive a tracking number. I called American Standard back after not receiving the parts on Wednesday they informed me that they could not verify that parts were shipped or give me a tracking number.They told me they would call me back but I have not heard a word. 



      Regards,

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

      Business Response

      Date: 08/09/2024

      We regret that our customer finds our response dissatisfactory. We are committed to locating and resolving all issues covered by warranty. In our last visit the repair agent determined all repairs required had been properly executed. We currently have a return ticket open and are working to respond promptly. Please call our service organization @ ************ option 2 for up-dates or questions. 

      Customer Answer

      Date: 08/13/2024

      [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.  Mostly satisfactory.

      Regards,

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

      Customer Answer

      Date: 08/26/2024


      Complaint: 22079081

      I am rejecting this response because: I received the parts on 8/19/24 the repair person was scheduled and came on the 22nd of August to repair the tub yet again. Repair person advised me to wait the usual 24 hours as he has after each repair he has done so far, I waited 48 hours for sealant to dry giving extra time to ensure the sealant was completely dry because repair person told me he had applied the whole can of sealant to be sure it would not leak anymore! I used the tub on 8/24/24 in the evening and checked under tub and found it was indeed still LEAKING!! I need my tub repaired correctly. I want a tub that does not leak. My floor is being ruined again! PLEASE HELP ME GET THIS ISSUE RESOLVED!!!



      Regards,

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

      Business Response

      Date: 08/26/2024

      We regret that our customer is experiencing this issue. In our service notes from the 16th of July we believed we addressed the leak. Notes from our service visit on the 22nd indicate that the leak was not evident. I do not see that we have been contacted by the customer since our visit on the 22nd. However we will reach out to the customer before close of business the 27th. We can appreciate how frustrating this must be and are committed to resolving any and all warranty issues. Our contact # is ************, option 2. 

      Customer Answer

      Date: 08/27/2024


      Complaint: 22079081

      I am rejecting this response because: I spoke to ************************* on 8/27/24 @ 4:30 pm after receiving the message that I would be contacted before the close of business today 8/27 and had not heard anything from American Standard. I explained how frustrated I am with this Lifetime Warrantied tub still leaking after 3 times not being properly fixed. It was discussed about the possibility of having to bring the Attorney General into this issue because of American Standard's having an F rating. At this point ***** informed me that if that was done their legal team would get involved and that it could halt any further action while legal sorts it out, I interpreted this a serious threat and an attempt at intimidation.



      Regards,

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

      Business Response

      Date: 09/03/2024

      Service is currently pending. If there is a way to expedite the service call we will make every effort to do so. 
    • Initial Complaint

      Date:07/31/2024

      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 purchased an 8 jet Eliger whirlpool tub and after installation only 4 of the jets work. . I looked it over and found one of the hoses leading to the pump was kinked in 2 places. I figured out a way to eliminate the kinks but the jets on that side of the tub still do not work.
      I contacted American Standard and communicated my issue. I was first told they would send a repairman to fix it.
      The next day i got an e-mail saying they did not have a service tec in my area and they would send me replacement jets for the4 that will not adjust and i would need to find someone to replace them and do the other repairs to get the other jets working properly then they would reimburse me up too $300 for the service call.
      I complained that I should not have to search for someone to fix their defective product then pay them and wait for a payback.
      As someone with engineering and mechanical background I offered to repair it myself because I believe I know what is wrong , if they supplied the four replacement jets and sent me a check for the $300 they said they would pay the person I might find to do the work.
      They told me they could not send me that check , It had to be to a business. But if I could fix it they would send the parts. . I told them I would not make the repairs to their defective unit for free and they would need to send someone out of my area to make the repairs..

      Business Response

      Date: 08/12/2024

      Hello Mr. ********,

      I am sorry you have had an issue with your Eliger whirlpool tub, we have processed an order for the replacement parts as well as the requested refund.

      Thank you!

       

      Business Response

      Date: 08/21/2024

      Hello,

      You mentioned additional parts, that replacement order was placed and shipped out to you as well with an expected ship date of 8/22/24.

      Thank you!

      Customer Answer

      Date: 08/21/2024

      [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:07/29/2024

      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.
      American standard has not made good on their warranty. They have not supplied the correct part for my water heater which was installed 1/6/2021 in one case - the thermostat- and for a second part that we requested under warranty - the pilot light generator kit - , they continue to tell me that the part is unavailable. They sent out one part and it was the wrong size - double insulated 2 thermostat. That is case 1. Case two failed to add the pilot generator kit and they keep saying that they will send me the right size of the thermostat but have yet to do so. I have spent hundreds of dollars out of pocket to repair my water heater so that my family, which includes three daughters, could have hot water.

      Business Response

      Date: 07/30/2024

      Hello *********************,

      American Standard does not support AS Heating.

      Thank you,

      Customer Answer

      Date: 07/30/2024

      [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:06/25/2024

      Type:Service or Repair 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.
      Installed an American Standard shower base about two years ago. Ive try least six months the finish keeps getting duller. Over the last couple of months the shower base just keeps getting more stained. All the warranty department says is clean it with S*** and Span. I have tried to explain that I have cleaned it and nothing is working. My tile grout remains white, I have a tub and another shower that remains as white as when they were installed. They initially tried to say I had minerals in my water. But yet I have no issue with anything else including the white grout. The shower looks horrible after I spent $15,000 on this bathroom. They would not even assign a case number and the customer service rep would not take my call. She did not even respond to let me know that she sent it to a supervisor. Then responds to tell me that the supervisor agreed that I need to clean it with S*** and Span. Like I am an idiot.

      Business Response

      Date: 07/09/2024

      Hello,

      I am so sorry that you are having an issue with your American Standard Product, We will reach out to you directly to come up with a solution that works for you.

      I believe there has also been a service ticket set up to have an agent reach out to you as well.

      Again, we are sorry for the inconvenience.

      Thank you

      *******

    • Initial Complaint

      Date:06/16/2024

      Type:Service or Repair 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 paid American Standard ********* for a shower remodel in June 2023. Two weeks ago the grab bar that is used for getting in and out of the pulled out of the shower wall. I called the ******************* and was told that a service technician would be calling me within two days to set up the repair appointment. That was two weeks ago and so far I am still a disabled Vietnam Veteran risking falling in my shower. The last call I made was two days ago and I was promised that I would be called yesterday morning. Still waiting.! I used this company because of the American Standard name and a Lifetime Warranty. This is becoming a nightmare.

      Business Response

      Date: 06/18/2024

      We apologize for the delay. We are working to arrange your repair. ******** care manager has been informed and will be following up to help expedite your service. 

      Customer Answer

      Date: 06/18/2024


      Complaint: 21857785

      I am rejecting this response because:

      I am a disabled Vietnam Veteran and I deserve better treatment. I paid for this installation upfront without financing. I chose this company because of the name American Standard. This is not what I would expect from a Lifetime Warranty 

      Regards,

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

      Business Response

      Date: 06/26/2024

      Per the customer signed service ticket Service was provided on 06/25/2024. No additional issues or requests are pending. Please call us @ ************ Option 2 for any questions or additional requests. 

      Thank you. 

    • Initial Complaint

      Date:04/27/2024

      Type:Service or Repair 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.
      American standard charged is $10,000 for a new tub/shower. They destroyed my bathroom. They glued up cheap walls and caulked the joints. The walls were 14” higher than what the contract stated. The tub was supposed to be a deep soaking tub with a 17 1/2 inch soaking depth. The entire depth of the tub is 17 1/2 inches with a 15” inch soaking depth. I need a deep soaker for a health issue. The tub outer dimension was to be 32”; it is 30 1/2. We complained a couple of times during installation. They kept telling us to just “let them finish and see what you think.” We did let them finish and we are still VERY unhappy. Now, American Standard told us too late. It’s your now. Looks like a $2000 job. The cleaning lady was just wiping the fixtures and the handle fell off!

      Business Response

      Date: 04/28/2024

      We regret that your experience was not as expected and you are not satisfied with your purchase. Our notes indicate that you have spoken with our regional manager on 4/26 and he is assisting with your issues. It is always our goal to deliver the products you requested as specified in your contract. If there are issues with the quality of workmanship and or you have product with defects these are covered by the warranty we have provided. We will correct or address each under the warranty. Please do not hesitate to call our customer care center for warranty support @ ###-###-####. 

      Customer Answer

      Date: 04/29/2024



      Complaint: ********



      I am rejecting this response because:

      They are not assisting in resolving this matter. They basically told us “too bad.” We have a contract for certain dimensions. They didn’t satisfy that. They told us “to just let them finish, before we decided whether we like it or not.” We do not like it! It is hideous looking and not to contract specifications. Now, the handle to the water has fallen off. I have been three days without a proper bath. No customer service. 





      Regards,


      *** ******

      Business Response

      Date: 05/01/2024

      We understand our customer is unhappy. We are committed to meeting the terms of the agreement we have with our customer, providing the products and services that are specified in the contract we have with the customer.  With regards to product defects and workmanship we stand behind our lifetime warranty and will correct, repair or replace any issue covered by the warranty. Our regional manager has spoken with the customer as well and we have a set return date with the customer. 
    • Initial Complaint

      Date:04/23/2024

      Type:Service or Repair 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.
      Bought a hvac unit 3 years ago from American standard and had it installed by a professional. Last week the blower gave out and since its under warranty, the part has to be gotten through one of their dealers. This happened on Wednesday of last week. At first they told us it was in ***** and was arriving on Friday. Then, when Friday arrived it wasnt there they told us it was coming Monday. Then they said Tuesday and now they are saying Thursday. I offered to go get it from ***** myself but they will not give it to me. I called customer service 5 times and was hung up on 3 times. I live in ******* and my house is unloveable without ac. I need them to offer a solution ASAP and this was my last resort

      Business Response

      Date: 04/24/2024

      American Standard Heating & Air Conditioning is a different company than American Standard **** and unaffiliated.

      Please refer to their online Contact information for more assistance: ***************************************************

      Thanks,

      American Standard Consumer Connections

    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair 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.
      In July 2023 my bathroom was completed redone. I purchased a new American Standard "Acti Clean" two-piece toilet from ProSource of Valley Forge. Per the manual, it's a 714AA/214AA Series ActiClean. It has a soft close toilet seat with lid. By December something in the lid has broken and it now slams down instead of soft close. ***** ***, the employee from ProSource worked with American Standard to get me a replacement. Unfortunately, the toilet seat I was sent is incorrect. Now, I am not getting any help. ***** sent in the proof of purchase so you should have it on file. I can send you back your incorrect toilet seat you sent me, it's been 4 months of horrible, outsourced customer service. I'd like someone within the ** with knowledge to my case to call me.********************* email is ***************** Mine is ************************* My cell is ************

      Business Response

      Date: 04/18/2024

      Hello ***************,

      Sorry to hear the toilet seat was incorrect, we will contact you directly to discuss the incorrect item being shipped out to you.

      Thank you

      *******

       

    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair 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.
      IN AUGUST OF 2021 I PAID OVER $17,000 FOR A LIBERATION WALK IN TUB. I THOUGHT THAT AMERICAN STANDARD WAS A GREAT COMPANY!!

      BOY WAS I WRONG!!! THEY ADVERTISE LIFETIME WARRANTY BUT THEY DO NOT HAVE ENOUGH HELP TO DO THE REPAIRS. YOU CAN SEE

      PIECES OF THE PAINT THAT IS PEELING IN THE BLACK TAR LIKE GLOBS THAT COME OUT OF THE JETS. IT IS SO DISCUSTING!!!! MY DOCTOR

      HAS TOLD ME NOT TO USE THE TUB BECAUSE OF ALL THE INFECTIONS THAT I HAVE BEEN TREATED FOR. THIS HAS CAUSED ME SO MUCH

      PAIN AND MY MEDICAL BILLS ARE PILING UP. MY HUSBAND HAS ALSO HAD SOME HEALTH PROBLEMS. I FEEL LIKE WE RECEIVED A

      DEFECTIVE TUB THAT HAS HAD ONE PROBLEM AFTER ANOTHER. THE ORGINAL DOOR WAS BROKEN WHEN I RECEIVED IT AND I HAVE HAD

      TO HAVE A FEW HOUSECALLS TO REPAIR OTHER THINGS. I CALLED EARLY IN MARCH COMPLAINING ABOUT THE BLACK GLOBS AND NEVER

      RECEIVED A CALL BACK FOR SERVICE. ON MARCH 31ST THE TUB STARTED LEAKING SO BAD THAT IT WAS "RAINING" IN MY DOWNSTAIRS

      BATHROOM. I CALLED FOR SERVICE ON APRIL 1ST AND THEY TOLD ME THAT I HAD TO WAIT UNTIL APRIL 10TH. NO ONE SHOWED UP FOR

      THE REPAIR NOR DID NOT RECEIVE A CALL FROM ANYONE TELLING ME ABOUT A DELAY. I HAVE HAD TO CALL THE COMPANY TO GET

      UPDATES AND I AM TOLD THAT THE REPAIRMAN IS WORKING ON AN INSTALL AND CANNOT MAKE IT.

      THE LEAK HAS CAUSE MAJOR DAMAGE TO MY DOWNSTAIRS BATHROOM AND HALL CLOSETS. MY INSURANCE COMPANY TOLD ME THAT I

      BETTER STAY ONTO OF THIS BECAUSE OF AMERICAN STANDARD POOR SERVICE. THE LEAK HAS ALSO CAUSE ELECTRICAL PROBLEMS.

      MY INSURANCE COMPANY NEEDS TO KNOW THE CAUSE OF THE LEAK SO THEY CAN PROCEED WITH MY CLAIM. I AM FEARING THAT THERE

      IS A MOLD PROBLEM CAUSED BY THE LEAK BECAUSE OF A COUGH THAT I HAVE DEVELOPED. I AM SO DISSAPOINTED WITH MY PURCHASE.

      Business Response

      Date: 04/13/2024

      We build and install our products with the greatest focus on quality and reliability and is one of the reasons we provided a limited lifetime warranty for product defects and workmanship. Our records indicate that the last service request has been received and scheduled. Our customer service manager will follow up with the customer following an up-date on the completed service. 
    • Initial Complaint

      Date:03/07/2024

      Type:Product Issues
      Status:
      UnresolvedMore 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.
      On 01/02/2024, I signed a Custom Remodeling Agreement with American Standard **** Services and made a $2000 down-payment for a bathtub remodeling. Several days later I contacted the representative to change the project and later I contacted the company to cancel the project all together and requested a refund of my down-payment. I've attempted numerous times to get a status on my down-payment without success. I was told that the matter was sent to person that handles refunds and to date, I've not been given any feedback at all, what so ever. I've also attempted several telephone numbers and spoken to several departments in order to get their corporate office or their legal department, also without success. I was also told several time that this matter was escalated and that I would receive a telephone call from someone and to this date I've not received a call from American Standard. What I have told is that either; the person that handles refunds no longer works there, the company went to a new system, the new person that handles refunds is out of the office, just got back from vacation and probably has not gotten to my case.

      Business Response

      Date: 03/12/2024

      We regret any misunderstanding regarding the refund of a deposit. As the agreement states you may be required to pay up to 15% of the agreement purchase price if you cancel after the first 3 days. However, your request has been escalated to the appropriate VP to review and address. 

      Customer Answer

      Date: 03/14/2024


      Complaint: 21399922

      I am rejecting this response because: I was not verbally advised of any such cancellation policy, as referred to in the company's response, by anyone in or associated with American Standard during this process. Further, I have been attempting to resolve this matter with this company for several months. In that time and to date, I have not received any information at all what so ever, as to what the company intends to do with my refund. 



      Regards,

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

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