Furniture Designers
ValyouThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 324 total complaints in the last 3 years.
- 12 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:08/09/2022
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 sectional from their website in april 2022. The item was a 'pre-order' with an estimated delivery on May 29th. This date quickly came and went and i recieved no updates from the company about the status of my order. I was charged the full amount of $2200 despite the item being a pre-order. I reached out for updates on when the item would be delivered and was told that they had no estimated time frame. They continued to tell me this for weeks and weeks. Finally, in july, I was messaged by a manager saying that they guaranteed my sectional would be delivered mid july to end of july at the LATEST. I then received a notification that the item was shipped. However, after leaving their warehouse in california, it was delivered to the courier warehouse in New jersey. I contacted the courier who reported that the item had not been released by the company for delivery. I have reached out to the company daily for the last 10 days to get this resolved and have received NO help and NO information. While all of this has been going on, the company continues to advertise each month that this sectional is available for delivery within 4 weeks. Despite customers like myself continuing to wait months for their item. I just want this issue resolved. Reading reviews online, it seems to be a common occurrence. The customer service reps give very vague answers about "processing issues" or "backending issues" and dont let you talk to anyone else to get direct answers.Business Response
Date: 09/04/2022
Business Response /* (1000, 5, 2022/08/10) */
We're sorry that there had been delays with the delivery of your order, *****. Please know that this is not the experience we want to share with you and will use this to improve our internal process and provide a better customer experience. Upon checking, several managers have assisted you on this order and a request for cancellation has been received. We will continue to work with you until refunded. Let us know how else can we help.Initial Complaint
Date:08/08/2022
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.
Date of Transaction: July 13, 2022 Amount of Money Paid: $1,577.41 (via debit/online transaction)
What the business committed to provide: a ********** Sectional right facing in light grey
Nature of the Dispute: Valyou has continuously misrepresented itself through communication in providing me with the item I originally purchased. The company initially stated this item would be delivered on July 28, 2022 which their delivery company ************ proceeded to confirm only for their to be a shipping delay via ************** trucking service. However, using the tracking numbers provided I saw that the item was delivered to ************** hub in Indianapolis, IN on July 28, 2022 at 9:30am, EST. This was well within their deliver window of 8:00am - 6:00pm. After multiple and extensive phone calls, text messages, and emails between both companies Valyou has failed to reschedule or confirm when I could expect to have my item arrive at my home. Instead, they have pushed back and passed off my concerns and complaints to whomever was operating their text messaging or email system. I have tried to explain with Valyou that I could hire a moving company to retrieve and deliver my item within 5 hours or less and that because I they have yet to provide me with my item that I would like a refund.
Whether or not the business has tried to resolve the problem: No after almost 3 weeks without the item I have paid for Valyou Furniture and its employees have failed to resolve the problem. They have failed to reschedule when the item will be shipped to my home using their delivery company (i.e., ************), nor have the permitted me the opportunity to receive a refund for the item I purchased. Instead, Valyou has stated it would be another week before any action could be taken.
Account/order/tracking number:
-Valyou Furniture (#******)
-************ (************)
-Valyou Invoice (#*****)
I am willing to send copies of text messages between myself and Valyou.Business Response
Date: 09/02/2022
Business Response /* (1000, 5, 2022/08/10) */
We're sorry that there were issues with the delivery of your order, Dasha. We hate that this order was canceled due to unexpected delays with the courier. We appreciate your feedback and will use these for the betterment of the company. Our records show that a manager has assisted you with a full refund. Please note that the posting of transactions will still depend on your bank. Let us know if there's anything else we can help you with.
Consumer Response /* (2000, 7, 2022/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response regarding the order as a full refund in the original form of payment was issued. Thank you to the BBB for your help in this matter I truly appreciate it.Initial Complaint
Date:08/08/2022
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 ordehttps://lasvegas.ebindr.com/ebindr/images/icons16x/redact-multi.pngred a ******** Sectional Sofa from Valyou Furniture on 12/1/2021 with an estimated delivery date of February 6th 2022. I checked on my order late January and was told it was delayed to March. When I checked in March, I was told it was delayed to April. At this point it had been five months since I ordered, so I asked for a discount. Customer service offered a $75 discount and I accepted. The discount was never applied to my account. Delivery kept getting pushed back month after month. This continued all summer until I finally lost patience on June 20th 2022 and canceled the order for a full refund via original payment method. I was told to wait 7-14 business days to receive my refund to my original payment method, a VISA debit card. After 14 business days I did not receive my refund. I called the company and was told that the order cancelation was not processed until June 24th, so I had to wait another four business days. After four more business days passed, I was still not refunded. I called the company again and was told that the company had an error processing my refund and that the error was probably on my end, and I was asked if I had filed a dispute with my bank? I said I had not filed a dispute with my bank and could not see why there would be an error. I called back later and another customer service representative told me a different story, that the company had "switched over to a new software" and the new program has a glitch that will not allow for refunds to VISAs, and to allow another 7-14 business days to receive my refund. I was told I could try using a ****** account to receive my refund and I consented to that. I sent over my ****** information and asked to be updated as soon as possible when the refund was processed. I was asked repeatedly for my confirmation to use ****** instead of my original payment method (VISA debit) to be refunded. I had to repeatedly agree to using ******. Still, no refund was issued.Business Response
Date: 09/04/2022
Business Response /* (1000, 5, 2022/08/10) */
We regret that your experience has not been satisfactory. As there had been challenges on the refund platform, we find alternative ways on processing the refund. One of our managers has been on top of this case and has assisted you regarding the refund. We will continue to work with you until you receive your funds back. Let us know if there's anything else we can do to make your experience better.Initial Complaint
Date:08/06/2022
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 ordered a couch through Valyou furniture in December, 2021, with the expected delivery date January 24, 2022. A week after that date passed, with no contact from Valyou, I reached out and was told that my order was delayed by two weeks. In mid February, I hadn't heard anything from them and so I reached out again same answer: supply chain + covid delays, but that it would ship the first week in March. I'm reasonable, so I waited. March came and went with radio silence. This occurred every few weeks all the way through the last week in July when it was finally delivered. Meanwhile, the entire time, the same couch has been for sale on their website with estimated delivery dates just a couple weeks out. They knowingly are taking peoples money and lying about the delivery time line the whole time. The customer service is atrocious I spoke via email and phone to a number of people, literally dozens of times, throughout the process, with no resolution ever offered. I finally asked for my delivery fee to be refunded a measly couple of hundred bucks, which they would have made back in interest having my money for so long, but to date, I still don't have that money back. The couch was delivered, and unsurprisingly it wasn't worth the wait. I'd request a refund on the whole thing if I thought I'd ever actually get the money back, which I should. The company is fraudulent. I want my money. I wanted a couch. It was supposed to be simple. I have wasted too much time and energy, and am literally sitting on the floor writing this, because the couch I got isn't comfortable. 0/10. Would not recommend.Business Response
Date: 09/04/2022
Business Response /* (1000, 5, 2022/08/10) */
We regret that we did not meet your expectations, ******. We treat all feedback as an opportunity for us to improve our products and services. We understand that waiting could be very frustrating but we're glad that we were able to help you out with the refund request. Thank you for inspiring us to do better. Let us know if there's anything else we can help you with.
Consumer Response /* (3000, 7, 2022/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still awaiting a refund. Was originally requested on July 7th. Was told it would be processed in 7-14 business days. They now say they will cut a check but it will take another 30 days to process. I've asked for additional funds for this delay (a small 10% extra they originally offered in store credit). Waiting for the resolution.
Business Response /* (4000, 9, 2022/08/16) */
As much as we want to, we are unable to add more refunds to the order. As communicated, the order already has a discount upon purchase plus we waived the full amount of shipping cost as a courtesy. We'd love to give you store credit for future purchases but we won't be able to process another refund.Initial Complaint
Date:08/06/2022
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.
I ordered a ******** Sectional Grey 88 inch Facing Left couch on Feb. 24, with an estimated delivery of Apr 11-Apr 24. The total amount deducted immediately from my account was $1,853.65.
The couch was never delivered with many excuses and new dates it was supposed to arrive. I requested a refund in June and was told that the cancellation was noted and it would take 7-14 business days. No refund ever came through.
I touched base again on July 4 and Jayne responded that she could see the order was cancelled and that the email confirmation would be coming soon, with an additional excuse that they had a new processing software and it was taking longer than usual.
I reached out to the customer service team again on July 14. Hanie from Valyou came up with another excuse that they were having an issue with processing the refund to reflect directly back into the original mode of payment due to a gateway issue. Not once has the company reached out for an update, it is just only excuse after excuse when I contact them
There is absolutely no excuse for a refund to take almost two months for any reason. I have documentation for the sale and all correspondence with the company where they first kept lying about delivery, then started lying about the refund after I cancelled.Business Response
Date: 09/03/2022
Business Response /* (1000, 5, 2022/08/10) */
We regret that we fail to meet your expectations, ********. We are as frustrated as you are when orders are delayed as we want nothing else but to have a smooth transaction with our customers. Our records show that one of our managers reached out to you regarding the refund. Let us know if you have other concerns/inquiries we can help with.
Consumer Response /* (3000, 7, 2022/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, a manager has reached out to me about a refund...but that is not the same thing as receiving a refund. So far the company has tried to get me to take store credit instead of a refund and when I stated that that was not an acceptable resolution. They said they would mail a check...30 says from now. This company has been "saying" they would do things for the last 6 months from shipping to cancellation and they are still kicking the can down the road with no resolution.
Business Response /* (4000, 9, 2022/08/15) */
Check processing would really take 30 days to complete as our Finance team would have to check on several items and signatories before releasing it. Your order is already in the queue for a check refund and we will continue to monitor it until you receive your funds back. Let us know how else we can help.
Consumer Response /* (4200, 11, 2022/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This "refund" process has been ongoing since I first called to cancel on MAY 20 - three months! Let's review the promises your company has already sent in written correspondence: After asking in writing for a refund on JUNE 1...JULY 4: "I see that the order is cancelled and the refund process normally takes 7-14 business days. Reimbursement of funds will be allocated back to the original form of payment" "You shall expect an email confirmation as soon as this is issues back to your account" Weeks later when no notification ore refund showed: "We recently transitioned to a new processing software that has taken our refund process longer than usual. While we are still working on getting it fixed, as a temporary solution so you get your funds sooner, may I ask for the email associated with your ****** account so we can refund there?" "I will forward this to our team and you will receive notification once the refund has been is processed." Weeks later when no refund came through ******...JULY 14: "I do see here on my end that your ****** information has already been forwarded to our financial team for processing, as we have been experiencing an issue with processing the refund to reflect directly back to the original mode of payment, due to a gateway issue. THE REFUND IS CURRENTLY IN OUR QUEUE for processing on our refund list, but let me go ahead and additional follow up to the team, to ensure we have this processed ASAP." DID NOT HEAR FROM THE COMPANY AGAIN UNTIL I FILED A BBB COMPLAINT...AUGUST 10: "Indeed, we are unable to complete a refund using our platform due to some challenges encountered and we are looking on ways to have this processed." So, you want me to believe that this time you really, really, really mean it. It's in the queue...again! It's coming...again! We promise...again! This is absolutely not the way a legitimate company operates. I don't hold much hope of ever seeing my money from you, but I do hope this will be a warning to anyone researching your company before purchasing to stay far, far away.
Business Response /* (4000, 13, 2022/08/20) */
We hate that this situation resulted in having trust issues with us but as promised we did everything we can do to have this expedited. We mailed a check yesterday via USPS and should be received in 3-5 business days. Feel free to reach out if it was not received so we can follow up with the courier.
Consumer Response /* (2000, 15, 2022/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hate that it took three months and a complaint to the Better Business Bureau to get Valyou to live up to its word. The amount of frustration and stress that could have been avoided with this company doing the right thing to what it promised in the beginning is not inconsequential. However, I am thankful that I no longer have to expend time nor energy in resolving this transaction.Initial Complaint
Date:08/05/2022
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.
Hello,
I bought a couch from Valyou Furniture on 3/8/2022 onlign with an expected ship date of mid April. When that date came and went I worked with the company and waited till 7/6/2022 for my couch. On this date they stated it would at least be another two or three months to get the couch possibly. On this date I cancelled my order via two methods their text communication to customer service and email. I then waited the 14 days for my refund and sent a email on 7/19/2022 about their lack of refund. At this time I asked to escalate to a manager and in his email to me he stated. " As of the moment, we're currently experiencing an issue with the gateway tied to the transaction for processing the refund. We are looking into other alternatives to have the refund processed for you but we were advised by our finance department that the best course of action would be to dispute the charge with your bank." this was stated by Samy Jarrar at XXX-XXX-XXXX. I simply want my refund for a couch I never received and are not being refunded the amount. I ordered the chargeback but they have not accepted it. If you need more I have saved all conversations and such just email me. ThanksBusiness Response
Date: 09/04/2022
Business Response /* (1000, 5, 2022/08/09) */
We understand that delays with your order must be very frustrating and we are as unhappy as you are. This is one of our top sellers and we wanted our customers to experience the best furniture in town without hurting their pockets. Unfortunately, we won't be able to share this experience with you as this order was already canceled. Our records show that one of our managers reached out to you for further clarification on the claim stated in your complaint. We hope to have this case resolved as soon as possible.Initial Complaint
Date:08/04/2022
Type:Product 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 placed an order with Valyou furniture for a couch and ottoman on 4/20/22 with an estimated delivery date at the end of May. The estimated delivery date continued to be pushed back increments of about 2 weeks up until I canceled the order on 7/14 at which point the customer service representative stated I would receive a full refund on my original payment method in 7-14 business days. I called on the 15th day after not receiving a refund and their customer service rep said they could not process the refund because it was a "one way transaction," instead they could only offer me store credit. I told them that is not what I was told and refuse to accept store credit from a company that has already lied to me and has shown no trustworthiness. As of today, 8/4/22, I have not received my money back or any good sold from the company. After speaking with a manager on 8/4/22, they continued to say that store credit was the only option and then backtracked saying they could send me a check for the refund amount that would process within 30 days. I requested to get that in writing and she emailed me that they "can" issue a check that would process in 30 days. I specifically told her I would like to proceed with that option over the phone, but I'm wondering if they are trying to delay the refund as much as possible in order to not pay after 4 months. All I have is hours wasted dealing with them and a loss of $2,250. I would greatly appreciate any help and would hate for any other consumer to go through this experience.Business Response
Date: 09/02/2022
Business Response /* (1000, 5, 2022/08/09) */
We regret that your experience has not been satisfactory, *****. We hate that this ended up in cancellation but we're confident that this could have been worth the wait. Our records show that we have indeed an agreement to refund the amount paid via check by mail however, we received a chargeback claim. One of our managers also reached out to you to discuss the process for claims. Let us know if there's anything else we can do to make your experience better.
Consumer Response /* (3000, 7, 2022/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After talking with ********** I went through with the dispute because they have never heard of a "one-way charge," which you all repeated over and over after having lied to me that I'd receive my money back between 7-14 business days. I believe that your practices are a strategy to prolong the process to get past the 4 month deadline to file a dispute. I've also read similar stories on **********.com of other consumers. Since I've received my money back I don't have any further action here, but I definitely will not do business again with Valyou and will urge others to do the same.
Business Response /* (4000, 9, 2022/08/12) */
We're sorry that we did not meet your expectations. Our goal is to provide quality furniture at the best rates in the market. We hate that this experience left a bad taste in our company but we will continue to improve our process to provide a better customer experience.
Consumer Response /* (2000, 11, 2022/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/04/2022
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.
In February 21, 2022 I purchased a sofa, it was finally delivered July 2022, and returned because it was received damaged and the wrong product was delivered. I paid $1900 for a sectional sofa.
II was told I would receive my refund from several members of your team within 7- 14 business days. It is now the 14th business day and now I am being told otherwise. When I call no one picks up. I need my money to my original payment as agreed upon.Business Response
Date: 09/04/2022
Business Response /* (1000, 5, 2022/08/09) */
We hate that we did not meet your expectations, *****. We understand that the options previously provided to you were not acceptable. We are glad that you were able to speak with one of our managers and discussed about the refund. We'll continue to monitor this case until you receive your funds back. If you have any questions or concerns, please let us know.Initial Complaint
Date:08/04/2022
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.
Date of transaction: 07/14/2022
Account/Order Tracking Number:Order *******
Amount of money paid: USD $1,699.90
Business committed to delivering purchase within a short period of time. Their website stated 'Estimated delivery Date at time of purchase was July 20'.
Contacted the company 5 times two of those via phone. Was essentially told the merchandise would be delivered 08/02.
Contacted them again to determine location of delivery and told they had no delivery ETA. Subsequent e-mail follow up 08/03 and 08/04 were not acknowledged. Reading ****** feedback from past customers makes me more nervous that this is a scam - **************************************************************************************Business Response
Date: 09/03/2022
Business Response /* (1000, 5, 2022/08/14) */
We regret that there had been dispatch challenges with the assigned courier. One of our managers reached out to see if we can ship it with a different courier but we understand that you are no longer interested and have already disputed the transaction with your bank. We received the claim and responded to it. Your bank should be able to proceed with the refund following their dispute process. Let us know if there's anything else we can help you with.
Consumer Response /* (2000, 7, 2022/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The delivery of goods within a reasonable time frame at the conclusion of a business transaction is a natural expectation. Businesses should do a better job of maintaining communication with delayed deliveries especially when the fault is on their end.
Most customers don't have the time nor I'd expect desire to keep checking in with companies for updates on delayed deliveries, particularly when met with no response. Willing to consider the matter resolved as long as I am awarded a full refund.Initial Complaint
Date:08/04/2022
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.
I ordered the ****** Floor Mirror along with two other items on promotion on Black Friday in 2021 and I STILL HAVE NOT RECEIVED THE MIRROR. To resolve this issue, I have reached out by text 5 times, and have been told a supervisor will call me back every time-I STILL haven't received a call or voicemail. I've asked for a VM to be left during every communication just in case I were to miss this call. This is also how I know for a fact no one has reached out. I've reached out by email three times. Two times no response was given. Once, I was responded to. The rep. asked me to buy something else for the equivalent price of the mirror when I've made it crystal clear there is nothing else I want at that price point so that isn't a resolution that works. I've called customer service numerous times and no matter what option I choose or what time of day it is when I call, the operator tells me to text in and hangs up. I am at my WITS END with Valyou and don't know how else to receive my missing item other than to file a complaint here, take to social media, and possibly the news media.Business Response
Date: 09/03/2022
Business Response /* (1000, 5, 2022/08/14) */
We regret that an item is not available to complete your order. We offer other items in stock whenever this happens but we understand that you are not interested in other items that we have available. Upon checking, one of our managers has already assisted you with the refund. Let us know if there's anything else we can help you with.
Consumer Response /* (2000, 7, 2022/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Valyou is NOT a BBB Accredited Business.
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