Wholesale Electronic Supplies
Samsung Electronics America Inc.Headquarters
Complaints
This profile includes complaints for Samsung Electronics America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15,088 total complaints in the last 3 years.
- 4,680 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/15/2022
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.
My Samsung refrigerator was delivered on Feb 01 2022, I started having issues with it from 7/6, Samsung scheduled an appointment on 7/11 , but the service rep just basically came in asked about the issue and said he will return only to tell that its not repairable and you be either get a refund or replacement. After numerous calls Samsung refused to replace my product saying that they don't have inventory, I can clearly see the product available on their website with a July ****************************************************************************************************************** haul away price and if I were to buy the same product i need to pay extra dollars to buy the same exact product. Today is 16 th day since my refrigerator is broken and I have a newborn in house making it even worse. There isn't any help offered by samsung to make this right.Business Response
Date: 08/04/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ****** complaint related to his Samsung Refrigerator. Our records show that the agent assigned to the claim corresponded with ************** to discuss the case. Our records show ************** accepted our offer of a refund for the Refrigerator before we received his BBB complaint. The agent assigned to the claim submitted a request to process the order, and a refund was complete for the Refrigerator.If ************** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America.We apologize for any inconvenience our valued customers may have experienced.Initial Complaint
Date:07/15/2022
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 Purchased a Samsung Refrigerator in Dec of 2022. On June 26th 2022, I called samsung to report the refrigerator was not cooling.******* the rep who I spoke with set up a tech visit. The tech came in to access the issue on July 1st 2022. He stated he could not fix the refrigerator because the compresor was broken and needed to be replaced, he booked another tech for July 8th 2022. The tech came in and deemed the refrigerator as unrepairable and stated Samsung will call me back within two business days to make arrangement to replace or refund me(whichever I wanted). I never received a call from samsung so I decided to contact them on July 15th. I spoke with ****** who stated he was going to place a work ticket for approval on a refund and then another work ticket for the actual refund. He explained the process would take 15 days at first, but I explained to him that I had a newborn who I am breastfeeding he said, I can make it work and it will only take 8days. I advised the associate that this is not going to workout as I need a refrigerator sooner. I also advised him I needed to be compensated for all the food I lost and all the restaurant food I have spent money on. I also had to go out and buy a mini refrigerator to be able to store breastmilk. He mentioned nothing about this. I asked to speak to a supervisor and he transferred me to *******, who basically said I will get you a replacement refrigerator. He also said I will need to file another claim for the food that got spoiled and I needed to wait to see if it was approved. I am not asking for more than what I am entitled to for all the trouble my family, my newborn and I have been going through. I want full compensation for the food that got spoiled. about $600 +, the mini fridge I bought $300 to be able to store my daughters milk and a full refund for the samsung refrigerator I bought for $2,299.99 plus tax.Business Response
Date: 08/04/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ********* complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim corresponded with ******************** to discuss the case further. Our records show ******************** accepted our offer of a refund for the Refrigerator. The agent assigned to the claim submitted a request to process the order. If ******************** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America. We apologize for any inconvenience our valued customers may have experienced.Customer Answer
Date: 08/04/2022
Complaint: 17575195
I am rejecting this response because:
I did not accept the offer willingly, I was forced to accept it. ******* has not been willing to work something out with me. He has basically told me what he is going to do even if I am not in agreement. I either had an option to accept what he offered or I will be stuck with a broken equipment. I have asked him to escalate my request to someone else and he says he is the top person who can assist. This is the office of the president they are suppose to work with the customer not against them. The issue is with the compressor which they guarantee for 10years. The equipment was 6 months old when the compressor broke. I asked him to replace it and he said no because, the model was no longer available. How is that my fault? I also asked to be compensated for the mini fridge and he said that was a definite NO. I asked to be compensated for the food that got spoiled and he said I would need to submit a detail list of everything and once reviewed they will make me an offer. He asked me to produce a bill of sale for the unit or he will not be able to work something out. I had to waste hours on the home with ********** to get a receipt. When I finally got it. ******* still did not give me what I paid for. At this time I still dont have a refrigerator or the refund. This situation has been a nightmare
Regards,
*****************************Business Response
Date: 08/19/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of Ms. ********* complaint, our records show the agent assigned to the claim corresponded with her via email to discuss the case further. Our records further show the agent explained to ******************** that she is still within the timeframe for processing the refund for the refrigerator. Once approved, ******************** should receive a link from Citibank (via email/SMS message) requesting her to select her preferred payment method (check, Direct Deposit, PayPal or Zelle) to issue the refund for the refrigerator. If ******************** has any other concerns, please have her contact the agent assigned to the claim directly for further assistance.Customer Answer
Date: 08/22/2022
Complaint: 17575195
I am rejecting this response because:
Regards,
*****************************Initial Complaint
Date:07/15/2022
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 husband purchased a Samsung ZFlip 3 in November 2021 and the screen is already broken. Samsung has the absolute worst customer service. We were told to take the phone to a Samsung Authorized Repair 30 miles away and when we got there the gentleman told us, his company does NOT repair the ZFlip. Even though the Samsung representative had called prior to us going to the authorized repair business. After calling customer service again and speaking with the customer service rep and the manager we were told to send the phone to Samsung for their repair technicians to take a look at. Samsung now wants to charge us $377.79 for a repair that is under warranty. The ZFlip is supposed to be cutting edge technology, but is pure trash. I have been a lifelong Samsung consumer with tvs, watches, phones, and tablets purchased previously. But I will never buy another Samsung electronic. Their customer service is the absolute worst!!Business Response
Date: 08/04/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ********* complaint related to her Samsung Smart Phone.Our records show the agent assigned to the claim corresponded with ******************** to discuss the case. Our records further show that ******************** accepted our offer of a free-of-charge repair as a one-time courtesy. The agent assigned to the claim submitted a request to process the order. If ******************** has any other concern, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America. We apologize for any inconvenience our valued customers may have experienced.Customer Answer
Date: 08/09/2022
Complaint: 17575221
I am rejecting this response because although Samsung agreed to repair the device free of charge, the device has been at ********************** for the past 17 days. The device was received at Samsung on 7/23/2022. When I look up the service ticket status it says "Product under inspection". I have been given no clear answer as to when the device will be repaired and returned. My husband has been without a phone for two months and yet we are still having to pay for the monthly service. The contact I have been working with at Samsung assured me the device repair would be rushed, but it has not.
Regards,
*****************************Business Response
Date: 08/19/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of Mrs. ********* complaint, our records show the phone shipped on 8/18/22 via **** reference *** tracking # 1Z54V84A0135770899 and delivered today, 8/19/22 to the address on file. If ********************* has any other concerns, please have her contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our valued customer may have experienced.Customer Answer
Date: 08/22/2022
[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:07/15/2022
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.
Samsung was supposed to schedule delivery for a replacement unit back on 6/11/2022. They have not done so, when we call they keep giving us the run around & no clear path to replace the unit.Business Response
Date: 08/04/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******** complaint related to her Samsung Washing Dryer. Our records show the agent assigned to the claim corresponded with ***************** to discuss the case. Our records show that ****************** accepted the offer of a one-site exchange. The agent assigned to the claim submitted a request to process the order. If ****************** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customers may have experienced.Initial Complaint
Date:07/15/2022
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 bought a Samsung in September, 2021. On November 5 the machine malfunctioned. They brought a replacement. On the April 2, the new machine began making the same noise as the other one did. It turns out it was missing brackets. They are selling these machines off the line this way, knowingly defective. Samsung said they would credit me for a different machine. They never have done that and now they are saying that the paperwork is messed up and the serial numbers don't match. I have talked to them several times and they just keep transferring me all over the place. I am disabled and cannot physically go to the laundromat. We have had to pay for a laundry service and it is expensive. This is unacceptable service, I will never buy another Samsung product. I new want both the washer and dryer refunded to me, so I can buy a matching set from another manufacturer.Business Response
Date: 08/03/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to follow up on your inquiry. Samsung has reviewed **************** complaint related to her Washing Machine. Our records show the agent assigned to the claim corresponded with ************** to discuss the claim further. Our records further show the agent requested the **** of sale for the Washing Machine for review. Please have ************** provide the agent with the **** of sale at a suitable time of her convenience to proceed with the claim.Thank you for contacting Samsung Electronics America. We apologize for any inconveniences our valued customer may have experienced with this case.Initial Complaint
Date:07/15/2022
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.
On May 17, 2022 I purchased a Galaxy Fold 3 in the ******* store for $1799. Three days after the purchase, one of the screens began to bleed making the screen unreadable. I went to a ******* store and was given horrible customer service. ******* would not fix or replace my phone. They even called the police on me for no reason. The police informed them that I had a legitimate reason to be in the store. I contacted Samsung and they told me to send my phone to be repaired. I explained to them that I could not send my phone because I need it to work. They told me to take my phone to a repair shop in the area and gave me the name of 2 places in the area. Neither place was able to fix the phone. I contacted Samsung and let them know that the repair places could not fix the phone. They told me to mail the phone and it would take 7 days to repair. They sent me a label. I mailed the phone on June 17, 2022. I contacted Samsung to check the status of ticket **********. I was told that a payment of $386.45 was needed to repair the phone because the phone is not under warranty. A payment was made on June 27, 2022. The payment was placed back in my account and when I contacted them to ask why I was told it was placed on hold until repairs or completed. I have called everyday to check the status of my phone and have been given the same information over and over. I work from the apps on my phone and have been unable to work. I am about to lose my apartment and my vehicle is going to be repossessed. My phone will also be cut off by the 20th. Then I will really be homeless. I need my phone or a replacement phone ASAP. Samsung is causing me a great hardship. I never damaged the phone, their phone malfunctioned in the first place. Samsung should send me a phone immediately. If they can't fix the phone, they should replace it immediately. I should not be charged. Please help me with this matter.Business Response
Date: 08/03/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ************** complaint regarding her mobile device concerns. Our records show the agent assigned to the claim corresponded with ************** to discuss the case. Our records further show that the agent offered ************** a free-of-charge repair as a one-time courtesy. The agent assigned to the claim submitted a request to process the order, and ************** mobile device was repaired and shipped back to the address on file. If ************** has any other concerns,please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customers may have experienced.Initial Complaint
Date:07/15/2022
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.
My samsung ice maker is defective and the refrigerator drawer freezes items. I contacted samsung sometime ago and they wanted to send a repair person 5 hours away from me, and I was to pay the service call. The ice maker and drawer have been broken for some time. I now see that samsung is owning that the ice maker is defective. I would really like this fixed.Business Response
Date: 08/03/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ******************** complaint related to her Samsung Refrigerator. Our records show the agent assigned to the claim corresponded with ****************** to discuss the claim further. Our records show ****************** accepted our offer of the 50% off e-coupon for the Refrigerator. The agent assigned to the claim submitted a request to process the order. If ****************** has any other concerns,please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customers may have experienced.Customer Answer
Date: 08/03/2022
Complaint: 17572919
I am rejecting this response because:
It has been over a week and I have not received the e mail coupon. In the mean time the current refrigerator is failing and of course the ice maker is non functional because of defect.
Regards,
*****************************Business Response
Date: 08/15/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of ******************** complaint, our records show the agent assigned to the claim spoke with her on 8/10/22 and again on 8/11/22 to discuss the case further. Our records further show the agent offered ****************** a pro-rated refund at system pricing (due to no bill of sale) in lieu of the 50% coupon for the refrigerator and she accepted the offer. The agent submitted a refund request of $815.70 for the refrigerator and provided ****************** with information on the refund process. If ****************** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our valued customer may have experienced.Customer Answer
Date: 08/16/2022
Complaint: 17572919
I am rejecting this response because:this is not a reflection of what happen. First I was offered a repair, which samsung set up. These folks did not show up or call. Then samsung offered me a new refrigerator. Samsung never followed through with that offer. Then samsung offered me $1,000 off of a new frig. That never happen because the refrigerator is not available in my area. The only option left for me was hold onto a defective refrigerator or buy a new one. I still do not have the prorated worth in my account.
Regards,
*****************************Business Response
Date: 08/18/2022
Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has further reviewed ******************** complaint related to her Samsung refrigerator. Our records show ****************** is still within the timeframe for processing the refund for the refrigerator. Once approved, ****************** should receive a link from Citibank (via email/SMS message) requesting her to select her preferred payment method (check, Direct Deposit, PayPal or Zelle) to issue the refund for the refrigerator. If ****************** has any other concerns, please have her contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customer may have experienced.Initial Complaint
Date:07/15/2022
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.
Purchased a refrigerator in Jan 2022. The supplied water pitcher (product specific) has leaked since we purchased. I initially contacted Samsung ****** support on June 12,2022, agent told me they would replace the water pitcher as the item was cover under warranty. After waiting three weeks I contacted customer support again, was told the item had shipped but they could not provide a tracking number. After waiting another 10 days I contacted customer service again. This time I was told nothing had been shipped (I had been lied to by the agent). Agent says item would ship with 2 days. Later that day I requested a tracking number, thus time agent advised the item was now on back order. Samsung has repeatedly lied to me and doesnt honor their own warranty.Customer Answer
Date: 07/25/2022
Samsung sent me a replacement item. Issue finally resolved.Initial Complaint
Date:07/15/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Samsung ADT Smartthings hud in 2017, along with about 40 sensors. About 2020 ADT and Samsung Smartthings, turned of the hub and about 30 of the sensor. About ten of the senors were zigbee device that I am sill using. The system I replaced was 25 years old and worked and is working know with minor upgrades and additions. They would not refund or replace the system. There was an expectation that the Ssstem would last for more than 3 years, all other alarm system with minor repairs last 5 to ten time longer. No one, in their write mind, woud buy this alarm for only three years of use. They could have produced software that could have allowed the sensor and panel to be used.The cost was about $1000.00.Business Response
Date: 08/08/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has reviewed ****************************** complaint related to a refund for his Samsung SmartThings ADT Hub. Our Samsung SmartThings team has advised that **************** may not have qualified for a refund for the 2017 SmartThings ADT Hub he purchased. Our Samsung SmartThings team has further advised that they can only provide a refund to users who qualified for the accommodation. In addition, our Samsung SmartThings team has that as of 6/30/22, they had already discontinued refund support for ADT products and a notice was sent to users around last week of May advising of the deadline. Regrettably, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.Initial Complaint
Date:07/15/2022
Type:Customer Service 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.
I purchased Samsung smarthings ADT hub starter kit on 4/12/21 and I didn't know at the time that Samsung had killed this device because they ended their contact with ADT. Samsung ended support around June of 2021 a couple months after I purchased this starter kit. I found a recall refund website for this device and filed a claim for refund on 4/2022. After submitting refund request my expected refund amount was $403.97. I just had to wait for Samsung to contact me, which they never did. I had to keep emailing Samsung but I was ignored for months. I was told by email my refund was being processed. In July I received an email denying my claim, stating that Lowes Home Improvement was not an authorized retailer, therefore any warranty or recall would not be honored. I think Samsung should have to refund me regardless where I purchased since they bricked the device. I also don't understand how Lowes is not an authorized retailer since they sell many Samsung products including appliances. That means any Samsung device purchased from Lowes, Samsung will not honor warranty, I think people need to be informed of this.I want a refund or a working product as advertised on the packaging.Business Response
Date: 08/08/2022
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************** complaint related to a refund for his Samsung SmartThings ADT Hub starter kit. Our Samsung SmartThings team has advised that they are processing a refund for **************** SmartThings ADT Hub starter kit. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customer may have experienced.Customer Answer
Date: 08/10/2022
[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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