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Business Profile

Energy Service Company

MPower Energy LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Energy Service Company.

Complaints

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

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    Customer Complaints Summary

    • 168 total complaints in the last 3 years.
    • 17 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:11/18/2022

      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.
      Yesterday around 3 PM, MPower Energy Solutions rang my doorbell asking if I'd been notified about the carbon leak being caused by energy overuse. She then requested to see my energy bill and claimed that I was flagged for overuse and was contributing to the leak. She also stated that I was being charged a large fee for my "overuse" and that switching to MPower would not only be beneficial to my bill, but that switching to renewable energy as a whole had been mandated by Mayor ************************* in June 2022, to take effect in January 2023. She even showed me an article of Mayor ****** passing said legislation- I now realize it was likely fabricated if not completely fake. She lead me to believe I was harming my neighbors and that I'd have to make the switch soon anyways. Any time I asked any questions she brushed them off and kept wanting me to call a number. While on the phone, the agent kept pressuring me to say "continue" or "************* numbers for me to say, and prompting me with answers. The agent said that when the operator asked if the she'd left, to say she was gone, but they weren't gone- they were feeding me every response under false pretenses about my energy. The operator was asking private information about my energy bill and saying they were starting an account to switch over my supply. After I very clearly said multiple times I didn't want to yet start an account, they refused to listen and eventually walked away, with my information. These are dangerous and disgusting tactics for a business to use in an environmental crisis such as the one we live in. I want to ensure that others are aware of this manipulative company, I am never contacted again, my energy remains with my current supplier, and I am not at all charged by MPower or any of their affiliates. This is repulsive.

      Business Response

      Date: 05/01/2023

      We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. We appreciate your interest in renewable energy and hope you decide to go green in the future.

      We are thoroughly investigating the representations made in your complaint and will take appropriate disciplinary action to ensure that nothing similar occurs in the future. We carefully train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. 

      Our agents are carefully trained to avoid stating that a customer's bill will decrease when enrolling with Mpower. Mpower's supply charge is not an "additional" charge on the customer's bill (as it merely replaces the utility's supply charge). However, a customer's bill is based in large part on the amount of energy used by the customer, and by the utility company's delivery charge associated with the delivery of that energy to the customer. ********************** offers a "fixed" rate for energy for an amount of time specified in the customer's contract, as opposed to the utility company's "variable" rate, which may change from month to month.

      To avoid instances such as the one described in your complaint, we rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 19 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. The sales agent is trained to leave the customer's premises before that call takes place. In order for the enrollment to be valid, the customer is required to confirm their understanding that Mpower Energy is not affiliated with the utility company, that they are enrolling with Mpower Energy as their new supplier, that the sales agent did not represent that the customer's bill will decrease, and that enrollment with Mpower is voluntary and not mandatory.

      Our records do not reflect that you advised the verifier that you did not wish to enroll with Mpower. However, we have taken your complaint seriously and will take further action if needed.
    • Initial Complaint

      Date:11/14/2022

      Type:Billing 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.
      This company fraudulently transferred my gas & electric service from my original provider (BGE) to their company. They had no authorization for the switch. I then had to make 3 phone calls to this company before they would cancel the service. They will not process an immediate cancellation for the fraud they committed. I have to wait a complete 30-day billing cycle until December 4, 2022 before they will cancel my service with them. They should not receive one dime for the fraud they committed, yet they will not immediately cancel the service and are waiting a billing cycle to squeeze money out of me anyway. This is fraud and should not be rewarded!

      Business Response

      Date: 05/01/2023

      We apologize for any inconvenience. As we have previously advised, our company did not purposely transfer your gas and electric service from BGE to our company. We did so only after conducting two separate telephone verifications to confirm that the enrollment with our company was authorized. The first telephone verification was conducted on October 25, 2022 and the second was conducted two days later, on October 27. The person who completed these verifications represented that they had authority to enroll the accounts with our company. We had no way of knowing that the person who completed these telephone verifications was not authorized.

      Notwithstanding the foregoing, we processed a cancellation of your enrollment once we heard from you, and we refunded the amount by which our charges exceeded the amount you would have been charged by your utility company, which amounted to less than $13. However, please note that the timing of cancellation of an enrolled account is not within our control. When a customer requests cancellation, our staff immediately notifies the utility of the cancellation request through an electronic notification system shared with the utility company. Once that happens, the utility company transmits to us a notification that it received our request and that the account will be cancelled on a date set by the utility company. That date is entirely in the utility company's control and is not something we can change. However, at the same time we place the cancellation request, we also set the customer's account on a "guaranteed savings" rate, which means that the customer will be charged less than the utility's rate during the transition period. 
    • Initial Complaint

      Date:11/09/2022

      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 signed up with MPower last year with what I thought was a decent introductory rate. That introductory rate has since expired, and my power bill skyrocketed. Like many people, I chose a different power provider. After a couple days following confirmation of my new provider, I received a letter in the mail that MPower, WITHOUT MY CONSENT, switched themselves back to being my power provider. Again, I did not consent to this. I decided to switch power providers again on my own. After receiving confirmation of this power provider, I received a 2nd letter in the mail that MPower SWITCHED me back again, for a 2nd time, without consent from me whatsoever. Legal action will follow if they continue to do this. I should probably seek reimbursement of their outrageous prices, but these people are scam artists and definitely doing something illegal.

      Business Response

      Date: 02/20/2023

      We apologize for any inconvenience. We attempted to contact you to receive more information at the time this complaint was filed but unfortunately, we were unable to reach you. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. While investigating this matter, we concluded the reinstatement was made effective after Mpower representatives attempted to contact you numerous times to ensure that the switch was not the result of slamming, and we mistakenly believed that to be the case. At this time, we can confirm your last day in service with Mpower was on November 16, 2019.

      We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.
    • Initial Complaint

      Date:10/11/2022

      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.
      The man named ******* came to the house and said he was a representative of Con ****** and spoke to my boyfriend only while i was at work although ********** is under my name exclusively. My partner signed all the documents under my name which doesnt even make sense because he isnt me and we arent married, theres not even proof he is my boyfriend for ******* to allow him to sign those documents under my name without my knowledge. I do not want this service or to be charged by them.

      Business Response

      Date: 03/20/2023

      We apologize for any inconvenience or confusion. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. 

      We'd like to clarify that during the enrollment, your boyfriend identified himself as a user authorized to make changes to your utility account, which is what allowed the enrollment to be processed. In the event that he had relayed that he was not the account holder or authorized to make changes, the enrollment would have promptly been rejected. 

      We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.
    • Initial Complaint

      Date:10/06/2022

      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.
      They came a couple hours ago. The phone call thing felt really sketchy. And after doing a bunch of research and seeing pages of complaints, I am uncomfortable. I had to leave a message because the office was closed. I intend to cancel as soon as possible. Hopefully someone gets back to me soon. And using health stuff against me as a disabled person was really ableist. I just want to cancel the service and then have them leave me alone.

      Business Response

      Date: 03/14/2023

      We apologize for any inconvenience or confusion. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. We appreciate your interest in renewable energy and hope you decide to go green in the future.

      We are sorry to hear that our sales approach felt ableist to you, and we thank you for your feedback regarding this. While it's important to our company that we educate our community members about the ways that traditional energy is harmful for the environment, we understand the way this negatively impacted your interaction with our agent. Moving forward, we're going to review our sales approach to ensure that it is inclusive and respectful to everyone.

      We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion, or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.

      Customer Answer

      Date: 03/15/2023

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:10/04/2022

      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 2022, I had switched my Electric and *********** supplier to IGS Energy. Within a week of the change, MPower Energy contacted my electric company Duquesne Light to cancel IGS Energy as my supplier and to switch back to them as my electric supplier. I never gave MPower Energy permission to contact my supplier nor did I initiate this request to cancel. Due to this cancellation, I was sent an invoice from IGS for $100 due to early cancellation. As of today, 10/04/2022, it appears MPower Energy contacted my *********** supplier *********** and cancelled IGS Energy and switched to them as my natural gas supplier. In this case, I never had MPower Energy as my gas supplier. They took it upon themselves to contact *********** and request cancellation of IGS and switched to them as my gas supplier. Once again, I never contacted MPower Energy to make this change request. I received another $100 invoice for an early cancellation request which I never requested. They contacted both my utility companies without my permission to cancel my current supplier and to switch to them as my supplier. This is very deceitful and unethical. I was able to get both invoices voided out after numerous calls and emails regarding these matters. These issues have caused me aggravation and wasted a large amount of time and effort in an attempt to straighten this out. Duquesne Light Account Number: ************ Peoples Account Number: ************

      Business Response

      Date: 02/20/2023

      We apologize for any inconvenience. We attempted to contact you to receive more information at the time this complaint was filed but unfortunately, we were unable to reach you. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. While investigating this matter, we concluded the reinstatement was made effective after Mpower representatives attempted to contact you numerous times to ensure that the switch was not the result of slamming, and we mistakenly believed this to have been the case. At this time, we can confirm your last day in service with Mpower was on June 13, 2019.

      We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.
    • Initial Complaint

      Date:10/04/2022

      Type:Sales and Advertising 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.
      This evening agent ******** misrepresented herself as someone that worked from the building but actually worked for Mpower Energy LLC asking about my gas and electric service. I'm under the weather so I was sleeping when she came by. ******** began to ask me questions about what I had plugged in and how much do I use iin for lights and gas.. I've had agents come before and discovered that they were a reputable company. This is not one of them! After having a chance to get away from the agent and call I discovered that the numbers provided can't be reached to cancel the service. I don't want this and want out of it but cannot each anyone to do so. Can someone assist me with this.

      Business Response

      Date: 11/09/2022

      We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you via telephone shortly after you filed this complaint. At your request, we have terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list. 

      We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.
    • Initial Complaint

      Date:10/03/2022

      Type:Sales and Advertising 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.
      On or near September 22, 2022, I received a letter from **** stating the I had chosen MPower for my electricity supplier. I have never heard of MPower, nor did I change my electric supplier from ****. I don't know how they got my private information. I tried to contact them, and all agents were busy, so I left a message for a call back and message also stated that I do not want them to be my energy supplier. Each time that I called I cannot speak with an agent. I also called **** to let them know that I did not want to switch my electric supplier. I do not want to be responsible for paying MPower .

      Business Response

      Date: 11/09/2022

      The complaint does not identify any account numbers and/or contact information for ***************************** ****. Thus, we are unable to definitively ascertain whether he was personally enrolled as a customer with **********************. 

      However, our records indicate that on September 15, 2022, we enrolled a customer named *********************, a ************ resident and **** customer. A copy of the contract signed by ************ is attached. Also attached is a recording of a Third Party Verification call by which an independent contractor contacted ************ in connection with her enrollment to verify the authenticity of the enrollment. Based on the attached documentation, the enrollment appears to be valid in all respects.

      At the customers request, *** ***** enrollment with Mpower for electricity and gas was cancelled last month (for all accounts enrolled) prior to incurring any costs with Mpower for gas and only minimal cost with Mpower for electricity.  

      If the complainant, ******************************, is not associated with ************, we would need further information from ************ to determine whether he was independently enrolled with Mpower. Please advise.


    • Initial Complaint

      Date:09/28/2022

      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 had a rep at my door to talk about Mpowerenergy 9/27/22 & long story short he was nice but I stated SEVERAL times I did not want to sign up/ enroll in anything information was ok .He had an agent call me to ask questions over the phone at one point the agent said enrollment I asked him he saud no thats not how it is etc... I do not feel comfortable with any of this & I want everything cancelled with my electric & gas accounts. After reading reviews they are all horrible this is a scam I feel & I do not want any parts of this immediately. I do not want anyone moving forward to knock on my door or call I just want confirmation that it is all canceled immediately

      Business Response

      Date: 10/03/2022

      We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you via email after you filed this complaint At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list. 

      We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.
    • Initial Complaint

      Date:09/16/2022

      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.
      A representative from this company Mpower energy ** llc came to my house stating they were working with ********************** town company for better rates for their customers. Turns out this company is third party company, and rates are more expensive than the local ********************** town company. I did not agree to them charging me.

      Business Response

      Date: 04/26/2023

      We apologize for any inconvenience or confusion. At this time, we can confirm that we have terminated your enrollment, removed your information from our database, and placed your address and phone number on our internal do-not-knock and do-not-call list.  Additionally, we can confirm that your accounts are now inactive with Mpower Energy.

      We are thoroughly investigating the representations made in your complaint and will take appropriate disciplinary action to ensure that nothing similar occurs in the future. We carefully train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. Our agents are also trained to advise consumers that they work with utility customers (not directly with the utility) to supply energy through the utility company's distribution network. Nonetheless, to avoid instances such as the one described in your complaint, we rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 19 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. The sales agent is trained to leave the customer's premises before that call takes place. In order for the enrollment to be valid, the customer is required to confirm their understanding that Mpower Energy is NOT the utility company, or affiliated with the utility company, that they are enrolling with Mpower Energy as their new supplier, and that enrollment with Mpower is voluntary and not mandatory.

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