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Business Profile

Energy Service Company

Superior Plus Energy Services, Inc.

Headquarters

Complaints

This profile includes complaints for Superior Plus Energy Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Superior Plus Energy Services, Inc. has 69 locations, listed below.

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    Customer Complaints Summary

    • 100 total complaints in the last 3 years.
    • 40 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:01/27/2025

      Type:Billing 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.
      On 1/7/25 I contacted Superior Plus to report a strong gas smell and possible empty propane tank. I requested to have the leak checked and provide 100 gallons of propane. The propane was delivered that day but nothing was reported back to us regarding a leak. On 1/16/25, I called Superior and advised that my tank was at 5% and requested a delivery of 200 gallons. On 1/18/25 I called Superior and reported an empty tank and requested service for a leak. I was offered expedited delivery for 1/20/25 if I paid $400, which I agreed to and was charged to my credit card. On 1/20 I called to check the status of the expedited delivery and was told my servicing location could not offer expedited delivery and the $400 was credited. I called 7 additional times that day. On 1/21 I spoke with Sandy who was able to get a technician to come out and he found and repaired multiple leaks at the tank valve and house-side gas line. I called 5 more times that day and requested my fill be prioritized since the equipment owned by Superior, was faulty. I was told we were on the schedule. My next door neighbor who was also out of propane received their delivery but we didn’t. I called once on 1/22 and was told we were on the schedule but no one showed up. Our tank was filled at 9:37PM on 1/24. The invoice left on my door included a $400 delivery fee, and $115 leak fee. I called Superior Plus a total of 16 times between 1/20 and 1/23. I called this morning 1/27 to inquire about the $400 delivery fee and $115 leak fee. I have not received a return call. We were without propane for 7 days, our house was 36 degrees and we had no hot water or ability to cook meals. I’ve never experienced such horrible customer service. I’m requesting reimbursement for the 100 gallons provided on 1/7 due to Superior not taking appropriate steps to troubleshoot or repair the leaks resulting in our tank running out within 9 days. I’m also requested we be credited the $400 delivery fee and $115 leak fee.

      Business Response

      Date: 01/28/2025

      The customer was contacted by the service office and credit will be issued.

      Customer Answer

      Date: 01/31/2025

      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.  The manager of my local office contacted me, provided a full apology, and credited my account in the amount requested.  I’m thankful for the quick action on the part of Superior Plus.

      Regards, ******** *****
    • Initial Complaint

      Date:01/27/2025

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We are on auto fill with our propane Never paid a bill late Well after numerous calls thank our tank is empty they refused to fill it Only empty promises as we sit here and freeze my account # is81280. all they say is we are busy as I spend days with out heat Thank you for any help

      Business Response

      Date: 01/27/2025

      The customer received a delivery of fuel on Saturday, 1.25.25.

      Customer Answer

      Date: 01/27/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,
      ***** ****
    • Initial Complaint

      Date:01/26/2025

      Type:Delivery 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.
      We are on an auto renewal for propane delivery. We have never had an issue when company was owned by *******. We were due for a propane fill 2 weeks ago and no delivery. We have contacted Superior Propane multiple times and keep getting told we are on the schedule for delivery. We are almost out of propane and soon will have no heat or hot water in our house. We are very frustrated and need our propane delivered that we have paid for. We lease our tank so are unable to get the propane filled by another company. We have small kids and are worried about having no heat or hot water. Please deliver our propane as scheduled and stop giving excuses. We can’t believe we have to deal with this situation in the middle of winter. Please help.

      Business Response

      Date: 01/27/2025

       The service office has spoken with Mr **** to notify him a delivery is being made today (1.27.25). 
    • Initial Complaint

      Date:01/23/2025

      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 am filing this complaint due to Superior Plus Propane’s failure to provide emergency service and unacceptable customer support. My propane tank is completely empty, leaving my family without heat. Propane is our only source of heating, and we are now in an unsafe situation.

      I have a one-year-old daughter, and the cold temperatures in my home are a serious threat to her health. Frozen pipes are also a concern. Despite this, Superior Plus Propane has refused to expedite service, claiming it will take 7-10 days to refill my tank. This is completely unacceptable in an emergency.

      Adding to this, a customer service representative named William made the situation worse by wasting time, repeatedly asking the same questions, and providing false excuses such as claiming he “can’t look up my account” or “doesn’t have access to tools.” His behavior made it clear he had no intention of helping, which shows a total disregard for customers in urgent situations.

      Superior Plus Propane has left my family in a dangerous situation with no sense of urgency or responsibility. Their failure to act promptly and their poor customer service practices are completely unacceptable.

      Desired Resolution:
      1. Immediate delivery of propane to restore heat to my home.
      2. An investigation into their customer service practices to ensure this does not happen to others.
      3. A formal apology for their negligence and failure to provide adequate service.

      This has been the worst customer service experience I have ever encountered, and I urge the BBB to hold Superior Plus Propane accountable for their failure.

      Sincerely,
      *****

      Business Response

      Date: 01/23/2025

      The customer was in contact with the service office today. Mr ***** is a Will Call/COD customer. With Will Call/COD status, the customers are advised to call when the tank is at 30% to allow for timely deliveries. Mr ***** stated there was no gauge to read. He did e-mail pictures of the tank. The CSR was able to point out where the gauge was located. The position of the regulator did make it difficult to see the gauge.As of tomorrow, Mr ***** will be receiving a delivery. Also, a tech will be dispatched to see if the regulator can be moved. 
    • Initial Complaint

      Date:01/22/2025

      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.
      Started Service on 11/12/24. At that moment when service was started they claimed there was 288 gallons worth of propane in the tanks. On January 5th they called and said my propane was out and we need to schedule a delivery and have our pilots re lit and make a payment before they will ( in which we paid $600) Mind you from 11/12/24- 1/5/25 we only had someone at the home a total of 7 days from 11/14/25 - 1/5/25 . On January 14th they came out to fill the tanks in which they only put 135.4 gallons in the tanks cuz they said thats all the tanks could take cuz they are now full ( mind you i have 300 gallon tank ) so had us wondering why they needed to re light our pilots and why they said the tanks were empty if on the 14th they could only put 135.4 gallons due to the tanks being full. Then on 1/19/25 there call center called and said our propane was at 7% and it needs to be filled so we dont have to light pliots and pay for a service call again - which is obviously alarming since they were just out 5 days prior when they put the 135.4 gallons in and said my tanks were full ( close to 300 gallons ) 1/20 they came even tho we didnt tell them to and put another 100 gallons in the tanks.

      Business Response

      Date: 02/05/2025

      Customer Account - Propane Deliveries:New customer, ****** *******, had a real estate closing with
      the previous owner in which the 3–120-gallon tanks we manually read (with
      photos) on November 12th, to determine that the amount of
      propane in the tanks to be 288 gallons (288 x $2.699 = 777.31). This was
      coupled with a $75 service check with tax, to total $858.40.Customer states that we called them on 1/5. We have no record
      of this.On 1/9/25 - Customer called in regarding possibly being out.  She stated that she thought we gave her a
      delivery. We informed her we only charged her for the product in the tank(s),
      plus safety check. She processed a payment of $600. We let her know we can use
      the payment to cover 20% of the balance, plus delivery. Created a ticket and
      quoted 10 days.On 1/14/25 - Customer called in to check on ETA for delivery. Let her know
      it currently shows for today. Let her know she will be getting 138 gals (based
      on credit allowance) (Note-Driver stopped meter at 135.4, but this does not
      mean the tanks were filled).On 1/18/25 - Customer called because she thought she was on Monitored
      delivery and not Will Call. She would like to go back on Monitored delivery.
      She isn't sure about her tank percentage, because the monitor didn't recognize
      the last delivery that took place on 1/14/25. She is going up there today to
      check on the tank. (According to the account information provided by inside
      sales she asked to be Will Call. Because of the status of “will call - not monitored,”
      the monitor may not have picked up the readings).Customer states that we called them on 1/19. We have no
      record of this.On
      1/20/25 - Customer
      called because she just got a delivery on 1/14/25 and ticket is showing tank at
      6%. She does have HV tech coming to her house to check but she still believes
      something is not working correctly if she is going through this amount of
      propane. We released her for only 100 gals at this time. Due to certain
      circumstances that cannot be discussed in an open forum, the company was unable
      to make a full delivery.We made a delivery on this day of the100 gallons. Our driver
      then took the gauge readings of the tanks of 80%, 30%, 40%, which equates to
      approximately 225 gallons. This is only 10 gallons short of the 235.4 gallons
      we delivered (135.4 and 100 gal = 235.4). That being said, it can be seen their
      usage of approximately 288 gallons is in line for the amount of expected usage
      you will read below.Propane Usage:In researching data from the
      National Weather Service, the Heating Degree Days (HDD) this month through 1/23
      is 1052. Normal HDD through the same period is 973. Last year was
      912. This year it is 15% colder than last year and 8% colder than the
      30-year average. From December 1 of 2024, temperatures are 18% colder than
      last year and under 1% warmer than the 30-year average. All in all, this customer would
      use more fuel this year than in recent past years.  With the thermostat
      set at 60 degrees (as the customer stated it is set when the house is
      unoccupied), there will be heat loss if the ambient air temp is lower than 60
      degrees.  Simple physics states that heat will migrate to cold. Hence, the
      60-degree air inside the house will find its way to the colder outdoor ambient
      temperature. As the home was built in the 1940’s, we cannot know what the
      Efficiency Rating is (perhaps the customer should consider having one done).
      This would evaluate what the insulation values, what type of windows are
      installed, and overall, how well the structure is sealed from the
      outside.  What can approximately be
      determined is that the 95,000 BTU furnace will burn a little over a gallon of
      propane for every hour it runs.  If it is maintaining 60 degrees in a
      poorly insulated house, it may run 20 minutes or more every hour. Over a
      24-hour period it is 8 gallons per day.  The customer stated they occupied
      the house for 7 days, if they turn the thermostat up past 60, they will use
      more gas.Without doing a thorough
      analysis, there are other gas appliances that are used, and just having pilot
      lights lit could also be calculated into the consumption of propane. The service offices cannot nor do
      not call customers to notify them a tank or tanks are out or low on fuel. It
      would be logistically impossible.Previous Owners – Historical
      Usage:The previous customer used 696
      gal in 2020, 1115 gal in 2021, 788 gal in 2022, 858 gal in 2023, and only one
      delivery in 2024 for 289 gal. The average per year from 2020 – 2023 is 864
      gal. Even if we use the conservative 8% colder than normal calculation,
      they will surpass 933 gallons this year, and likely be closer to the 15% colder
      value which equates to 993 gallons.  This season they have been
      delivered/used 288 gal from the previous customer, 135 and 100 for a total of
      523 gallons. This is roughly half of what they will use for the season. 
      Even with the thermostat set at 60 degrees, they will use a good deal more than
      the previous years. 

      Customer Answer

      Date: 02/05/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      Still don’t understand- have another example to add to the complaint January 14th - 135.4 gallons ( charged $2.70 per gallons ) January 20th - 100 gallons ( charged $3.50 per gallon ) ??? Why so please lock us in at a price per gallon 235.4 gallons Now yall called yesterday and said we are below 30% and as i look now it shows tank at 24% or 86 gallons So we used 149.4 gallons in 22 days ? When again someone was only in the house now 3 days

      Regards,
      ******* *******
    • Initial Complaint

      Date:01/16/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told that we have to pay a rental fee if we do not get a delivery sometime during the year. We had a delivery in December of 2024. It was paid. Then we got a rental fee bill in January for 2024. I'd like to know why we were lied to about the rental fee.

      Business Response

      Date: 01/17/2025

      The customer has been contacted, and the fee has been waived.

      Customer Answer

      Date: 01/21/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ***** ******








    • Initial Complaint

      Date:01/14/2025

      Type:Delivery 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.
      Ordered/requested our usual fill-up service for propane on 1/5/25... our card was charged the following day on 1/6/25 - some snow hit our area and many others, and temps are now staying well under freezing, consistently. It is now 1/14/25, and despite numerous calls in for support with wait times exceeding 30 minutes, and no calls back - we still have not had our propane delivered. We are very worried now as we are about to go into a night with our 3 kids, wind chill advisory out for our region for 5 degrees. We have called for days, and still no one has come to fill us up. Our home is very cold already during the day - we do not have sufficent gas to run our heater system, or fireplaces at this time. While we understand customer volume during winter is high, it has been over a week and we already paid for the service (over $525 to be exact). We have chidlren and our home is already very cold, we are about to be completely empty and will be unable to heat up, which will impact our family, our structure, pets, and our business from home. I have sent messages directly to Superior Plus Propane on the web pages today as well, and my husband has been sitting on hold repeatedly with customer support but has not reached a person over multiple days. We are praying someone gets a driver here ASAP for a safe, effective fill-up so that we can get through this cold weather without issues. This is unacceptable!

      Business Response

      Date: 01/17/2025

      Safety for our customers, drivers and property
      is very much a priority for our company. Attempts for the delivery were made,
      however they were unsuccessful due to the condition of the driveway. With
      unsafe conditions, a driver will not try to deliver. Unfortunately, this caused
      a delay and delivery was made a few days after promised. We are sorry for the
      interruption of service.
    • Initial Complaint

      Date:01/13/2025

      Type:Delivery 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 has bought out several other local Propane Companies, including ******** ****** and ******* ***. Since the takeover of theses companies my service has become very poor. I am on an autofill program, and they have nearly run me empty on propane several times in recent months. The previous company was attentive and I had no problems with delivery. I have to call and complain to try and get them to come out. Their excuse is they are behind, etc. Maybe you shouldn't have bought out other companies if you were not equipped or prepared to meet the demand of these customers. We had no choice in this purchase/takeover.

      Business Response

      Date: 01/14/2025

      Mr *** is scheduled for a delivery today.
    • Initial Complaint

      Date:12/17/2024

      Type:Billing 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.
      Superior Plus Propane acquired my account through a buyout. New terms were not explained. I received a bill charging for not using enough propane (quite ridiculous in my opinion). I called the local office where I negotiated to have the fee removed for 2024. It still has not been removed according to my online access. Today I received a delivery of 93.5 gallons. The bill was left on my door. The price per gallon is $4.399/gal. The national average for propane is $2.50/gallon. I feel that Superior is trying to recoup the cost of the minimum usage fee by adding to their price to me per gallon which, as I said, has still to be waived. Just for my own information, I check two other local suppliers of propane delivery services and their price per gallon $2.40/gallon. I would like to know exactly what is going on with the manner in which I am being treated. Two dollars a gallon is a huge difference! I am seriously considering having my attorney look into this but out of courtesy I thought that I would see if anyone would like to help me resolve these problems without wasting everyone's time and expense.

      Business Response

      Date: 02/07/2025

      In reference to Mr ******** last delivery on December 12, 2024, the cost per gallon will be reduced to $3.659. The amount of $69.19 will be credited back to Mr ******** account.

      Customer Answer

      Date: 02/08/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ***** ******








    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Before Superior Plus Oil bought the ***** *** * ******* (Hudson, NH) I did not have any major issues or concerns with the services ***** gave to their customers. This includes oil deliveries, yearly cleanings, pricing or simply to speak with someone with any questions or inquires that may arise. . I had been with ***** Oil for over 20 years. Superior Plus, a Canadian based company bout ***** 2 years ago. They're a giant Oil company compared to *****. Unfortunately, that's what leads me here. Superior Plus does not offer local phone calls with the office girls. You're calling a 1- 800 number waiting for 17 minutes than transfered to another person for a dilivery and waited for another 19 minutes. Which I was told it was going to be over a week for a dilivery. (1st) I should have been on automatic deliveries, keeping the oil from ever running out. (2) last bill I never received so Iost the discounted price on the oil (3rd) I'm almost out of oil There in Derry every day. I have to wait a week to get a dilivery, I could run out of oil. * Do to them messing up my auto deliveries. It's freezing out, unfortunately I had not been at my NH residence to track my oil. While speaking with them ( not my 1st time because I gave them the benifit of my doubts the last 2 times) The person I spoke with sounded far away on the call, baby crying, had to have her repeat what she was saying. She was a bit rude, not concern about a misded dilivery, the tank running out or any of my concerns. I told her about the hold time than asking for a local number for the local office. She said nope, call this number. I did a little research to no suprise of mind. Superior Oil had similar complaints. This company is huge, we are simply another number, Corp America,l! Watch out for your billing and deliveries. Unfortunately, I learned the hard way. We will be leaving this company to find a local company that I feel has integrity & honesty,. Who cares about their customers. Stay Warm.

      Business Response

      Date: 02/07/2025

      Upon reviewing the account, ******* ***** stated that she did not receive the prompt pay discount since driver
      failed to leave a ticket. An invoice was mailed for the 9/30/24 delivery on 10/2/24 along with a statement on
      10/31/24.  Payment was made on 11/14/24. Finance charge was credited.  A prompt pay discount of $.20 was
      reflected in the pricing.
      On December16, 2024 ******* called to get oil filled but instead pressed option for Inside Sales. The agent
      transferred the call to the Delivery Department where ******* was on hold for 11minutes. The call was warm
      transferred to another agent.  The agent apologized for the hold time when ******* stated she was on hold for 20
      minutes. Theresa told the agent her tank was at less than 1/8 of tank capacity. ******* is on automatic delivery and a
      ticket had already been generated prior to ******* calling. The agent told her delivery may take up to 5-7 days but
      would reach out to the Dispatch Team to see if we could deliver sooner. ******* was then put on hold where she
      remained for 5 minutes. The agent told ******* that delivery would be sometime that week but could not have a
      specific date.  ******* said that we are in Derry everyday so was trying to get a date or a time on when to expect
      delivery. According to the dispatch team, we are in Derry only a couple times a week.  The agent reiterated that it
      would be sometime the week of 12/16.  ******* asked if there was a direct number to call because she did not want
      to be on hold. ******* stated she did not like our service. The agent apologized for her experience and did say that
      Monday was busy and there were a lot of calls in the queue. Mondays are a high call volume day. The agent
      confirmed the number ******* dialed was good and that any agent should be able to assist her. For several minutes
      at the beginning of call with 2 nd agent a baby could be heard in background as our agent does remotely and her child
      was home sick that day.  
      The delivery was made on 12/17/24 and 178.6 gallons were delivered. Customer had ¼ of a tank prior to delivery.

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