Grocery Store
The Kroger CompanyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,600 total complaints in the last 3 years.
- 545 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:10/01/2022
Type:Sales and Advertising IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband bought some groceries from frys food stores on power road and baseline road in Gilbert az. My husband went to the deli counter and wanted some cold cuts and the lady in that department was very rude too him. About getting cold cuts and she was not nice to him. He went to the register too check out and they dont give him the digital coupons he wants and he has the app. He also spent over a hundred dollars in the store all a time and it is getting ridiculous to me. We also had to go back to the one on Higley and baseline in Gilbert az. Because kroger wouldn't give us credits. We had to walk there with popcorn bags and hemorrhoid cream. We are also on oxygen and they are rude to me. The lady gave me a hard time about the popcorn. And said we don't take back clearance items like the popcorn.next time you guys get clearance items throw them away. We just want our money back of hundred dollars and $37.35 dollars because of there attitudes. And he doesn't get his digital coupons either. We want our money back or replacement food. We are recovering from covid and we are on oxygen. We were homeless for 25 days . We lived in a motel room. And we finally are happy with a place.
Resolution, we want our money back and we are on social security disability. We are a disabled couple. And they are taking advantage of us. And they should watch there employees because a lady had grayish blonde hair. And the bill never goes down at all. We want a refund check please. Thank you.Business Response
Date: 10/03/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We truly apologize for any inconvenience this has caused. To better assist with the refund request, we request the following information from your receipt below:
1. Date of the transaction
2. Time of the transaction
3. Series of numbers after the time
4. Amount of transaction
Regards,
Kroger Co.Business Response
Date: 10/03/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We truly apologize for any inconvenience this has caused. To better assist with the refund request, we request the following information from your receipt below:
1. Date of the transaction
2. Time of the transaction
3. Series of numbers after the time
4. Amount of transaction
Regards,
Kroger Co.Customer Answer
Date: 10/06/2022
Here is some coupons and it is really not a good deals. And, i told them we didn't want the coupons and they still send them out to us . We really don't want them. We want something done or give us all our money back please. Thank you.Initial Complaint
Date:09/29/2022
Type:Sales and Advertising 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 shopped at the Kroger store on Ridgeway @ Quince on Tuesday, 9/27/2022. I was approached by a young lady with a tablet who asked if I would take a few minutes to upgrade my Kroger loyalty card. She filled out the info directly into the tablet and advised me that I should be receiving mail from Kroger. The next day I had a voicemail to return a call about a Kroger credit card. At no time during the in-person visit was I advised that this was a credit card application. The young lady maintain control of the tablet so there was nothing that I could read to tell me that it was a credit card application. Had I know this was for a credit card, I would have declined. I think that this was a deceptive practice. It resulted in my credit report being accessed which negatively affects my credit score. I am submitting this report so that Kroger will stop this deceptive practice. When I called the credit card company and canceled the credit card, I was told that they have had similar complaints about others not being informed of this being a Kroger credit card application.Business Response
Date: 09/30/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. I truly apologize for the experience you had in the store. Please be assured that our company prides itself on integrity and we value our customers. We continually look for ways to improve and will certainly use this opportunity to address and correct this matter . Thank you for bringing this matter to our attention.
Regards,
Kroger Co.Customer Answer
Date: 10/03/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
Regards,
* * *******Initial Complaint
Date:09/29/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a guardian for a dementia patient who lives in assisted living in *********** ****** ****** ****** located in ********* ********. The assisted living center utilizes Kroger.com to order groceries and essentials for residents, toilet paper, dog food, etc. My ward called her bank regarding, what she believed to be fraudulent charges. The bank stopped payment until reached me to confirm the status of the charges. Knowing the situation, I cleared the payments. However, during this interaction, Kroger locked my Wards account and is now refusing to unlock the account until they research the transaction. Kroger has been researching the transaction for the past several days but refuses to talk to me or take any information from either me or the *********** ****** ****** ******. Kroger's actions are preventing *********** ****** ****** from providing key and essential services to my Ward. Consequently, I have had to hire an independent contractor to step in and provide essential shopping services for my Ward. The case number Kroger provided me was ********. I would like help in resolving this issue as quickly as possible. Thank you,Customer Answer
Date: 09/29/2022
I received your and thank you for your prompt response.
This is the first time I’ve contacted the BBB, I called the number on the BBB Website, and given the uniqueness of my situation, they suggested I email you directly. If it helps, I’ve attached a copy of the court documents attesting to my role as guardian to *** ****** ******.
As mentioned in my initial submission, both myself and *********** staff have reached out to Kroger to try and work together on a solution. The issue is that Kroger is refusing to speak to either of us, resulting in *** ****** being forced to hire a private contractor to provide grocery service.
This is all a very unfortunate situation.
Any help you and the BBB can do to help us reinstate ****** service will be greatly appreciated.
Thank you,
**** **** **********
See attachedBusiness Response
Date: 10/03/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We apologize for any inconvenience this has caused. The documents have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with the customer to resolve this matter.
Regards,
Kroger Co.Customer Answer
Date: 10/03/2022
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, reasons for rejection are included below.
Regards,
**** **********Good morning, *** *****.
I’m reaching out because I received what appears to be an automated email from BBB asking that I accept or reject Kroger’s response. However, the response from Kroger simply states, “The documents have been forwarded to our Upper Management team for review.” I’m not sure there is anything to accept or reject.
For what it’s worth, Kroger has been saying they have been reviewing the case since 26 September. However, over the course of the past week, Kroger has not reached out to either *********** ****** ****** ****** or me. In my opinion, if they were serious about finding a solution, they would have included us in the conversation.
All of that to say, should I ignore or reject the automated email?
Thank you,
**** **** **********
Business Response
Date: 10/12/2022
At this time, The Rules to the Road is what's in place for our Fuel Program and we do ask all of our customers that wish to participate in the our program to abide by these rules and regulations.
Please review the following Fuel program: https://www.kroger.com/o/fuel/faqs
Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership. We appreciate the assistance of the BBB.
Regards,
Kroger Co.Customer Answer
Date: 10/12/2022
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, reasons for rejection are included below.
Regards,
**** **********I received the response from Kroger through the BBB. It looks like they are asking us to review their “Fuel Program FAQ”. However, as you know, my complaint has nothing to do with their fuel program.
They are asking me to accept or reject an answer that is irrelevant to the complaint I submitted.
For what it is worth, it appears that the BBB is getting the same level of attention and concern that I was receiving prior to reaching out to BBB.
I hope Kroger will receive a BBB rating commensurate with the attention they have assigned to this case.
Thanks,
****
Business Response
Date: 10/14/2022
The customer was contacted directly. We appreciate the opportunity to further document your concern with the assistance of the BBB. The necessary steps have been taken to ensure they have a better experience going forward. We appreciate the assistance of the BBB in this matter. The customer's concern has been resolved.
Regards,
Kroger Co.Customer Answer
Date: 10/15/2022
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:09/26/2022
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 was denied use of more than 1 coupon when the coupons did not have limitation.Business Response
Date: 09/28/2022
Thank you for contacting the Kroger Executive Office. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input. So that we may best address your concern, please provide a description of the coupon. Also, we will need the store location you are referencing. Please provide the store's address. Once received, we will follow-up.
Regards,
Kroger Co.Initial Complaint
Date:09/26/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 27, 2022 I bought a Boost membership from Kroger. This was to entitle me to free next-day delivery for orders over $35, as well as access to some special merchandise, for a full year.
I had several orders that were fine and I recommended this membership to other people. Now I wish I hadn't.
On Saturday, September 24, 2022, less than two months after I bought the membership, I attempted to place an order at 10 a.m. I was given the earliest date of delivery as after 2 p.m. the following Monday, which obviously is not next-day delivery.
I attempted to contact customer service both through their online "chat" and by phone. Online, their "expert" ( in all likelihood a bot) took all of my information and then disappeared. I tried more than once to get through on the phone, but just got the "all our agents are busy" message with no estimated time they would answer and no option for a call back.
Eventually I decided to try and place the order again, thinking it might have been a glitch, but then I was given afternoon as the earliest delivery date.
Checking their FAQ, it turns out that Boost now offers delivery at what is essentially any time that Kroger finds convenient.
This is not what I signed up for, and what I paid for.
Furthermore, while customers are allowed to cancel their membership (how generous of Kroger!) there are no refunds.
For those who find this meets their needs and join with full disclosure, that is fine, but this is not the case with me. I was offered free next-day delivery as a perk of my Boost membership, and that is what I paid for. I would never have paid $59 to receive groceries days after ordering when I have several supermarkets and specialty markets within a mile or so of my home.
Kroger was fraudulent in taking my money with the promise of next-day delivery for a year and then before even two months passed changing the terms of delivery and not offering a refund.
I am seeking return of my membership fee.Business Response
Date: 09/29/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. I truly apologize for the experience you have had. We have issued a $59 credit back to your customer loyalty card ending in ****. We apologize for any inconvenience this may have caused.
Regards,
Kroger Co.Initial Complaint
Date:09/25/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 5th 2022 I did a pick up order. The total I spent was $207.22. I've had problems with pick up before but they always helped. But on this day I was in disbelief. everything I ordered was smashed or busted. "Everything ". I called and spoke to someone and they told me sorry and for my troubles they would give me a $15 credit and they would fix it. But then my call was disconnected. So I called again and spoke to Gian. He was very polite and he apologized. He made sure I got the $15 dollar credit and he said I would receive my full amount back. That it would take 7 to 10 business days. I was upset because we didn't have the funds to replace everything I bought. But there was nothing I could do. I finally received $50 and was told that the other I would receive in 7 to 10 business days. That was August 19th. I then received a email on the 27th saying to call. I called and was disconnected. I've given them every opportunity to fix this. And here it is September 4th. And still nothing.Business Response
Date: 09/29/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
Regards,
Kroger Co.Initial Complaint
Date:09/23/2022
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.
Hi we had school event on labor day weekend. So because we bought so may **** **** 12pm can. My friends they went Food 4 less in ******* ****. They had 12 pk sale 4/$12.88 they didn’t mention any limit over there
We guys buy plenty of them. We didn’t realize that time they charge us more. Next day I was found in receipt they charge some of $7.99 each. I want back on that store explaining to manager but he told us it’s limits up to 8. They didn’t mention anything on display I saw him but still he is not agree then I was ask Him I want return product. And he is not agree in that to he was told all sale final.
It’s Almost $300 for this transactionBusiness Response
Date: 09/27/2022
Thank you for contacting the Kroger Executive Office. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input. So that we may best address your concern, we will need the store location you are referencing. Please provide the store's address. Once received, we will follow-up.
Regards,
Kroger Co.Customer Answer
Date: 09/29/2022
Better Business Bureau:
address is on receipt of that store
here is address
Food4LESS
**** * ***** **** ******* ***** *****
Business Response
Date: 09/30/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. To better assist with the location of the purchase, please provide your 12 digit loyalty card number or phone number associated with the account.
Regards,
Kroger Co.Initial Complaint
Date:09/21/2022
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.
Last week Ralphs had 713 coupons available to click on and get a discount when you go into the store or online. You can't even see what most of them are unless you click on each one. A bottle could be dressing or hand sanitizer. You can click on them each week. The problem is that some of them you have to buy more than one, but they have all different amounts that have to be bought in order to get the discount. Some are only one per person, and many you need to buy more than that.Then, some of them expire, all different.With 700 coupons to go through, and you have to try to remember how many of what and if they are still good, and it is not anything that any sane person can accomplish. I believe they do it on purpose in order to get people to buy more, thinking they have a discount. And then even after you do it right, they don't all work anyway. This is wrong. They should either put less of them to choose from - and have them all expire at the same time- AND all be the same amount you have to buy. And if you can't make them work - DON'T LIST THEM at all!!!I go through them as best I can, but there is no way to be able to remember all of that information for, and most of the time when I get to the register at least one did not work, and many times more than one. By the time you are at the register with a line, you really can't check every item. So I try to do it before I leave the store, but the receipts are confusing and sometimes the savings are at the bottom, and sometimes they are right under the product. Many times I get home before I find out that I paid full price and I have to go back. I write a review about this EVERY week and tell them that it borders on fraud because most people won't even notice.Then in store there are other discounts that don't work. I have details, but not enough room to tell you. I was charged last week $12 more than I should have been charged just with the "buy 5" items that didn't go through.Business Response
Date: 09/21/2022
Thank you for contacting the Kroger Executive Office. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input.
I am so sorry to hear that this special promotion is frustrating you – that is certainly not the intent. Please know that we have tried to make it easy for our customers to take full advantage of these Events by listing the products in our ads and placing yellow tags on the shelf where the event items are placed. As a suggestion, you may wish to view our weekly ad online and add the sale item to your online ‘shopping cart’ to be printed out and taken with you when you shop.
Items not purchased in quantities specified outside of the mix or match event will apply at the regular price marked at the time of purchase. See store for more details for participating items.
We are committed to providing you with the most enjoyable experience possible. Your comments provide us the opportunity to evaluate, address and provide coaching as a learning experience. Thank you for bringing this to our attention.
Regards,
Kroger Co.Initial Complaint
Date:09/19/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Over the course of the last year I haven't been able to use the kroger.com web site when I have a VPN activated on the desktop computer. This means I can't view ANYTHING on the kroger.com web site - which includes shopping, account balances, and coupons. This has not always been the case. Kroger made a change somewhere during that time period that means I can no longer access their web site with a VPN enabled. I have a VPN enabled for security purposes. I don't have this issue with ANY OTHER web sites. And I don't have this issue as soon as I disable my VPN (which defeats the purpose in having one - if you have to disable it to access web sites.) I have reported this issue and explained to Kroger personnel how to recreate the issue at their location (install Nord VPN on a desktop at their location.) Instead I keep getting requests from different people at Kroger asking me to troubleshoot the issue for them. I used to work in IT supporting web sites and the customers using them. When you have an issue reported like this you do your best to recreate the issue YOURSELF by duplicating the environment it occurs on. Kroger doesn't seem to get or understand this. Problem is - I can't shop at you store. Fix the problem YOU CREATED.Business Response
Date: 09/22/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, I see you were asked to contact us at ###-###-#### and reference case number ********, so that a representative can go through the necessary troubleshooting steps to have the issue resolved in a timely manner.
Regards,
Kroger Co.Customer Answer
Date: 09/22/2022
Better Business Bureau:
I have communicated with no less than four people from Kroger who have EACH asked me to go through troubleshooting steps, None of their steps have made ANY sense. I explained to them that in order to resolve the issue that they need to install A VPN on a desktop computer AT THEIR SITE in order to troubleshoot and resolve the issue - which they HAVE NOT done. They just keep contacting ME to troubleshoot THEIR issue. I don't have this issue WITH ANY OTHER web site other than Kroger's - which proves to me this is a KROGER issue...
******* ******Initial Complaint
Date:09/19/2022
Type:Billing 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.
Got gas at Kroger Fuel center they charged me for gas and put another charge for 150.50 almost 200 total... If you get gas there they should have something up they charge 150.50 to hold on your card for 3 to 5days ... Talked to costumer service and they said nothing they can do but call bank they'll take it off but bank say have to wait on the hold to come off... I won't be shopping there or getting gas there anymore and I want the money put back into my account since I never agreed for them to put a hold on it... There needs to be a sign saying they will put a hold on your card...I have bills that need to be paid and will not be happy getting late charges added since they didn't tell me a hold would be put on it ... They should put money back in my account for it not wait 3 to 5 days ... It's already been two days and still hasn't been taking offBusiness Response
Date: 09/27/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is not our intention to frustrate or upset our customers.
Kroger is required by credit/debit card companies *****, **********, etc.) to do a pre-authorization amount for fuel purchases. They send us guidance on what those pre-authorization amounts should be – typically between $75-$150. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. We send the final amount within a few minutes of the transaction. Some banks release right away; others do not. We would prefer that they release the hold right away. Currently in multiple states, we have a pre-authorization for debit cards at fuel pumps for $125. We base that on the price of fuel, taking into account how it can fluctuate. Kroger Fuel Centers serve individual customers, in addition to commercial businesses/trucks, which can take a lot more to fuel then your standard vehicle. We continuously evaluate pre-authorization amounts and will adjust when needed.Please allow 3-5 business days for the hold to be released by the bank. If the hold is still on your account after the specified timeframe, you will need to contact the bank to request the hold be released.
Regards,
Kroger Co.
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