Complaints
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 4 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:01/27/2025
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 new car in August 2024 paying for it in full at the time of purchase. I never received the title so I contacted the *** DMV to see how to get the title. *** informed me the car was listed as a lease and I needed to contact the dealer to have them redo the paperwork. I called the dealership and the saleswoman who sold us the car remembered it was a cash sale and she needed to check with the manager and would call me back. After several hours I called again and couldn't reach anyone but the front desk. Had to make an appointment to see a manager. I need to have the title to my car. I have been waiting 5 months already and it will now be another 2 -3 months before the title comes. This clearly was the dealership's error and I want it resolved quickly. They don't even call me back. I am 76 years old and should not have to be driving around to get all the paperwork. This is why I bought a new car.Please intercede on my behalf.Business Response
Date: 01/28/2025
The dealership's General Manager contacted the consumer yesterday to update the consumer on where we are in the process of rectifying this matter for him. As the ** advised the consumer, the dealership must get the title back from the consumer's lender. Once we have the title back, we can correct all mistakes made and close this matter out. We will continue to keep the customer apprised of all developments.Customer Answer
Date: 01/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:After speaking with the ** who said he would keep me informed, I have not heard anything back. How long can it take to get a title from one department back? I need answers. I am waiting to hear this from him. I need some type of time frame, a week, a month? I believe this has been put on hold because I made a complaint to the BBB.
****** *******
Business Response
Date: 01/31/2025
This matter has not been put on hold because a complaint was filed. To correct something stated in the consumer's complaint, the title is not being retrieved from another department within the dealership, The title is currently with the consumer's lender and we must go through the lender's process in order to receive the return of the title. Additionally, the consumer is incorrect about not being contacted after speaking with the *** The ** called the consumer on January 27th to discuss the BBB complaint and, on January 28th, the ** emailed the consumer to state that the request to return the title had been sent to the lender. We will continue to keep the customer apprised of any developments.
As for a timeline, we believe this will be fully resolved within 30 days.
Customer Answer
Date: 02/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I am totally confused about contacting the consumers lender. I paid with a certified check. I told the ** when we spoke on Jan. 27th to call me to keep me apprised, not to send an email. He originally said the title went to the LEASING ****** not the lender. I don't need this to turn into a he said, he said situation. I don't have much faith in a 30 day resolution.
****** *******
Initial Complaint
Date:07/31/2024
Type:Sales and Advertising 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 went in a discussed a deal where they would handle the buyout of an old lease and I would pay $21,500 in a bank check. I would take a new car with no "dead" money on a new lease. Empire did not have the car I wanted in stock, they pushed a **** model on me and then lied about the features. I have a reasonable expectation that they know what. they are telling me because I don't sell cars. They discussed rebates and indicated they could save move if they purchased my old car and could give me an additional rebate. In ends up that the rebate they gave me, they increased my loan value from 58K to 79K. I had to pay an additional 2500 in taxes. When I asked for an explanation at the time of the signing he explained how my payment would go up without the rebates. This was a lie. They told me the **** model has 7500 EV tax credit but that was a lie. It was a 7500 EV Mazda monopoly money not real money. They told me the car would get 40 EV miles but they were clearly told by Mazda and their website it gets 24 max EV miles. They charged me a deposit with a 3% CC charge that took me 3 weeks to get refunded because they never indicated the 3% CC charge or why they needed a deposit on a car I was picking up the next day. They basically lied from the beginning with my current car with the lie they could do something with - see the complaint about my 2022 lease with *****. Its another bait and switchBusiness Response
Date: 08/07/2024
The dealership denies any and all allegations of wrongdoing in its dealings with the customer. including but not limited to those allegations of "bait and switch" tactics. Upon receiving this customer's complaint, the dealership's general manager contacted the customer in an attempt to resolve this matter. Despite being under no obligation to do so, the dealership provided a partial refund to the customer, however, the consumer and the dealership are still collaborating on a final resolution. It appears the remainder of the customer's complaint is rooted in confusion regarding the terms of his vehicle lease. The customer and a salesperson at the dealership reviewed his paperwork prior to the consumer executed his lease agreement, but it appears that further explanation may be necessary. We invite the consumer to continue working with the dealership's General Manager to resolve this matter.Customer Answer
Date: 08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becausethey lied about the tax break, rebate, EV miles. I attached the picture of what my lease should have been with the tax break. Box A is computer generated to equal whatever amount is needed for money down. The picture is from their website. They charged me 6k above sticker price and thats why there was no rebate deduction. The ** ***** lied to me saying down payments get taxed. They owe me 6k he offered me 1600 which includes Thank you he additional overcharge in my payment Im making so the only offered 1300. The didnt negotiate the price with actual numbers they didnt apply rebate to agreed price. Pretty much lied about everything. They pushed this car on me because of the three dealers near me they had 11 hybrids while the other two had 2 hybrids marked 2024. 2025 came into their possession end of July 2024
******************
Business Response
Date: 09/05/2024
We have made several good faith offers to resolve this matter with the consumer, but he has continuously disrespected the dealership's General Manager despite the GM's continued efforts to resolve this matter amicably. As stated in our prior responses, the consumer's demands have changed several times, making it increasingly difficult to arrive at a mutually agreeable resolution. The dealership stands by the fact that it has done absolutely nothing wrong in their dealings with the consumer and the dealership remains willing to collaborate with the consumer on a resolution, however, the consumer's actions thus far have demonstrated that he has no intention of negotiating in good faith.Customer Answer
Date: 09/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:They contacted me once in three weeks to say the same lies. I have only asked for a return of $3900.00 and they have only offered $1570.00 which is equivalent to two months payment that also includes the over charge. They keep lying about multiple attempts. I asked the ** what is he allowed to offer he said nothing. He hasnt been given authority by the dealership lawyers if they are using them. It still remains the question how a $9250 rebate is a positive number not a negative number, hence the word rebate. They continue to lie. Have them produce the exact dates of their many attempts they supposedly made.
Initial Complaint
Date:05/07/2024
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 signed loan papers on April 30 for a car I purchased through the dealership and was supposed to pick it up on May 3rd. I was told there was a problem with passing inspection and I couldnt take the car. Ive been calling, emailing and sending text.All I hear if they even answer is someone will get back to you **** no one has. I want a car. If not that one then give me a option of another one but I am getting no response from any oneBusiness Response
Date: 05/08/2024
Upon receiving the consumer's complaint, the dealership contacted the customer and explained to her the issues with the vehicle she originally desired to purchase. The dealership and the consumer are now collaborating to find a different vehicle for the consumer to purchase.Customer Answer
Date: 05/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Still waiting for a car
*******************
Business Response
Date: 05/09/2024
The dealership has been in consistent contact with the customer. The consumer is scheduled to come to the dealership's place of business on May 10th to retrieve her vehicle.Customer Answer
Date: 05/09/2024
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:04/29/2024
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 am writing to file a formal complaint against Empire Mazda of Huntington regarding their deceptive business practices and unauthorized charges.On 11/25/23, I visited Empire Mazda of Huntington dealership located at ************************************************************************************** to purchase a used motor vehicle during the transaction, I explicitly declined any additional warranties or services beyond what I had initially agreed to. However, upon reviewing my purchase receipt later, I discovered that an extra warranty had been deceptively added to my bill without my consent.Not only did Empire Mazda of Huntington deceitfully include this extra warranty, but when I attempted to utilize the services covered under this warranty, I was informed by the dealership that they were unable to honor it. This situation is not only a blatant act of dishonesty but also a breach of trust on the part of Empire Mazda of Huntington.I promptly contacted the dealership to rectify this issue and requested the cancellation of the fraudulent warranty fee. However, Empire Mazda of Huntington refused to acknowledge my request or take any corrective action. Their lack of accountability and unwillingness to address the situation only further exacerbates the severity of this matter.As a consumer, I feel utterly betrayed by Empire Mazda of Huntington deceptive practices and their failure to provide the services promised. I am yet to receive my registration and copy of the title for. I demand immediate action to rectify this situation, including the full refund of the unauthorized warranty fee and an assurance that such unethical practices will not be repeated with other customers.I urge the Better Business Bureau to thoroughly investigate this matter and take appropriate measures to hold Empire Mazda of Huntington accountable for their actions. Consumers deserve transparency and integrity from businesses, and it is imperative Empire Mazda of Huntington be held responsible for their deceptive behavior.Thank you for your attention to this matter. I look forward to a swift resolution and the restitution of my rights as a consumer.Business Response
Date: 05/03/2024
The dealership refutes any and all allegations of wrongdoing contained in her complaint. In the course of trying to assist the customer, she baselessly accused various dealership employees of being racist and, further, she refused to deal with any employees aside from those of a certain race. The dealership has a diverse staff and is both inclusive and accepting of people of all races.
Despite being under no obligation to do so, the dealership has already provided the customer with a substantial goodwill refund of over $800. The dealership has another tentative appointment with the customer this weekend to further address her concerns. Again, the dealership denies any and all wrongdoing in its dealings with the customer.
Customer Answer
Date: 05/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The $800 the dealership speak off is a goodwill credit towards the first payment because they were not honoring my request as a consumer telling them of my monthly budget amount, I specifically told them I am looking a budget of $500 monthly given that this was a used car being purchase which I came with an approval letter from **************** and they told me that this same bank is not acceptable and suggested their bank Mazda, which I recall asking if Mazda have a bank.
I told them $717 was too high and that will put me out of my budget so they offered the $800 for the first month, for not using the bank of my choice that gave me a rate within my budget. Mind you They had me there from 10 am until they were closed I was the last customer to leave because they kept me there doing God knows what.
This complaint came because I went to another Acura dealership to service my car and was told I am paying for *** coverage to Mazda who is not able to carry out certifying Acura. I am requesting the *** and other extended warranty charges to be removed from my account and the difference refunded.
And the dealership having 3 employee of color speaks volume! they were instructed to assist me upon my arrival that again speaks volume since EMPIRE MAZDA wants to talk about racism.
***************************************
Initial Complaint
Date:11/27/2023
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 made a $150 deposit on a 2020 or more recent Mazda sometime in October 2023. However, my credit was not approved for that car. I was later told that I was also denied credit for other used models as well, and offered some online loan application instead, which I turned down. However, I later received a weird loan confirmation email from a company I've never heard from before, but nothing in the mail. So, **** would like clarification as to whether a loan I did not sign for was issued in my name and is now outstanding. and B. A return of the $150 deposit, as I requested repeatedly back in October.Business Response
Date: 11/27/2023
No loan was funded on this vehicle and the customer's credit card was refunded on November 15, 2023 (please see the attached).Initial Complaint
Date:09/15/2023
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 hit a deer while driving so I sent my vehicle to Empire Mazda of Huntington for repair at the end of June 2023. Called to them to make sure how soon repair is done and they advised me **** business days at that time. I called them to check repair progress at the mid of July and they said need some parts but those were back order and nobody knows when the parts were delivered. I understood that the parts were on ** and had waited for 2 weeks. Then called back to them to check the repair status, they advised me that repair done next week. So I called next week but they said that another issue was found and a part need to be replaced and again the part put BO and no ETA!! I complained and ask part ETA then they said we just received part today. that was very odd but I understood and ask them about how soon repair will be done. they said next week.Called in next week and they said found another issue and repair takes about a week. Next week, they said found another issue and need a part and no part ETA again!! I complained again then I got a call back from them and they said just received part today and repair will be done tomorrow. Next day, they said another issue found and repair takes more longer... Today September 15th, my vehicle is still repairing. I've been waiting almost three months however I cannot get accurate information from them. they keep extending repair every week. In addition, regarding loaner vehicle, I could get a rental car through my insurance company for the first 30 days. After expired that rental period, asked Mazda for loaner vehicle but they said no car available even though I've been waiting repair over a month at that time. after that, I tried to call them a few times for loaner but they answer was same and finally a month later, called them to ask loaner vehicle again, they provided me a loaner.Business Response
Date: 10/03/2023
The consumer's characterization of the events which occurred are drastically misstated. Empire Mazda went to great lengths, including but not limited to extensive collaboration with both a third-party body shop and Mazda North American Operations, to expedite the repairs necessary as a result of the damage to ****************** vehicle experienced after a collision with a deer. Not only did the dealership go to such great lengths to satisfy **************, but he was kept apprised of all developments and the several successful attempts to expedite the repair of his vehicle.
In sum, ************** felt the repairs to his vehicle should be covered under Mazda North America's warranty, however, repairs experienced as a result of a car accident are never covered under warranty. Despite the fact that this was explained to ************** on several occasions, we believe this was the source of his dissatisfaction. The parts necessary to complete ****************** repairs were not scheduled to be delivered by Mazda North America until February 2024. At the request of **************, the dealership did everything in its power to move that timeframe up to completion prior to October 1, 2023. The dealership ultimately was able to complete all repairs (after pleading with MNA to prioritize ****************** needs) over 4 months from February to mid-September, which is unheard of in the franchised automobile dealership industry. The dealership even pleaded with the above-referenced third party body shop to contact certain specialists with whom they worked so that ****************** vehicle could be prioritized.
Based on the foregoing, the dealership vehemently denies any allegations of wrongdoing in its dealings with *************** The dealership went above and beyond for *************** The submission of his complaint can ultimately be attributed to unreasonable expectations. It is also worth noting that ************** retrieved his vehicle from the dealership on September 21st once the repairs were completed and the dealership has not heard from ************** since then.
Initial Complaint
Date:08/28/2023
Type:Order 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.
Date of transaction: August 14, 2023. I purchased a Mazda CX5 from Empire Mazda of Huntington Station on August 14 and returned to the dealership the very next day August 15th to speak with a manager (****) who would not speak to me without a scheduled appointment. (I was out of town 8/16-8/19) The purchase was of a 2020 Cx5 Used vehicle, to which I had a 2day cancellation policy. Meeting scheduled for Monday 8/21. I thought **** would participate in the meeting but instead **** handed me right back to ********************* (Financial closer) who proceeded to not help the situation.FACTS:1. The finance closer added $1,000 to the original cost of the base contract. $1,000 is not listed on my invoice at all. When I question the additional funds, I was told it was the bank's processing fee.When I stated I would be verifying the processing fee, he changed his answer to "Its Mazdas processing fee. The invoice clearly states a Mazda processing fee of $175.00, to which the conversation was ended by him changing the subject.2. The finance closer had the complete contract filled out before meeting with me and included a service contract $3,020.00, a Maintenance Plan $1,500 and GAP $190 without providing the option to decline these services.3. The financial closer provided me with an interest rate of *****% when I had a credit score of *****. The dealership refuses to make any amendment to the contract.5. There is something wrong with the front end of the vehicle. When maneuvering to park the car makes noises in the front like the rotors/brakes are *****. When driving the steering wheel vibrates in my hands. Dealership stated - I bought it as is. They will not take responsibility for any repairs.The base contract of the vehicle was $22,993.00 with the interest rate provided and stretching out the loan for 83 months, the car will cost ********* at the end of the contract.I tried unsuccessfully to with work management to revise the contract to no avail.Business Response
Date: 08/28/2023
The dealership is dissatisfied that the consumer appears to be experiencing regret over her purchase of the subject vehicle, however, the dealership denies all allegations of wrongdoing. In fact, the consumer and the dealership collaborated for several days to structure a deal which the consumer was ultimately happy to accept.
The $175.00 processing fee stated by the consumer is a ************** DMV fee, which all car dealers have the option of charging consumers considering all vehicle sales must be submitted to the ************** DMV. The allegation that the contract was filled out with $3,200 in products was due to the fact that the consumer advisor the finance manager that she would not buy a used car without certain warranty coverages (the Mazda manufacturer's warranty expired considering the subject vehicle was 4 years old). The reason for the consumer's interest rate being over 10% was due to the length of the term of her loan. When the finance manager presented the consumer with monthly payment terms on shorter term loans, the consumer advised that she could not afford the monthly payment on the shorter term, hence, her decision to go with the longer term loan. Respectfully, the dealership spent several days with the consumer and the terms of her deal were discussed at length before being finalized. The consumer's bank will not re-do her current loan, it is something that's out of the dealership's control. The fact that this complaint was filed came as a surprise to the dealership considering the customer went so far as to hug the finance manager when the dealership was able to structure a deal which the consumer accepted.
If the consumer wishes to have the dealership inspect her vehicle to attempt to diagnose the mechanical issues which she is experiencing, the dealership would be happy to do so.
Customer Answer
Date: 08/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The response from the dealership is absurd and completely false and inaccurate. I had my brother with me when meeting on Monday Aug 21st to try to come to a fair deal. I was not looking to return the vehicle but definitely a fair deal.
The dealership's response failed to address the additional $1,000 added to the base price of the vehicle.
There was never a conversation about the service plan or a maintenance plan AT ALL. The entire contract was filled in before we met. The dealership leaves you sitting for 2+ hours, past the closing time and then purposely rushes through the contract. Placing pages on top of one another, summarizing the contents....Just sign here here and here.
I was so upset by the end of the meeting on Aug 21st that I almost forgot my pocketbook, my brother had to remind me to take it, so for the dealership to say we hugged at the end of the meeting is ridiculous and a complete lie.
As a matter of fact, when I returned home, I research Empire Mazda on YELP and was not surprised that there were multiple terrible reviews by other consumers. It appears Empire Mazda has a history of treating their customer exactly as I described.
Example:
1.Please do yourself a favor and skip this dealership. From the salesperson ***** to the floor sales manager to the service manager ***. They are as dishonest as I have ever seen. If I could give zero stars I would.
2.I Selected a CX5 on 6/10/23. Come to pick up 6/17/23 but remote start didn't work. After 4 hours of making my family wait. Starter app still did NOT work. When asked for deposit refund this place threatened me. The most horrific experience in a dealership.
***********************
If you DO NOT want to deal with Mob style salesmen; Stay away from this place. I have Video to prove upon request.
Initial Complaint
Date:06/20/2023
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.
Deposited on a used car. When car did not operated as expected. After 4 hours of waiting at this dealership they could not fix the problem. I can not get my deposit back. Have video to prove upon request.Business Response
Date: 06/20/2023
The consumer and the dealership's General Manager exchanged emails last night. The dealership agreed to fulfill the consumer's list of demands related to this transaction, including but not limited to fixing the mobile app remote start and a completion of the subject vehicle sale by July 7th. We encourage the consumer to continue to keep the lines of communication open such that all deadlines and conditions may be met.
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