Property Management
Coastal Ridge Real Estate Partners, LLCComplaints
This profile includes complaints for Coastal Ridge Real Estate Partners, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 142 total complaints in the last 3 years.
- 57 complaints closed in the last 12 months.
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Initial Complaint
Date:09/19/2022
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.
I was supposed to receive a refund of 150.00 it is now 30 days past of when I should have received it!!!! ***** ****** the property manager at Winchester Park groveport Ohio has done nothing but give me the runaround on getting my refundBusiness Response
Date: 09/27/2022
Hello,
This
message is in response to complaint 18043864.
This
complaint is about an issue at our property, Winchester Park.
We
are currently processing the refund check for ******* *******. The refund check
was in progress when the request was made to change the delivery of the check
from her daughter’s address to her sister’s address.A
new check should be issues this week.Regards,
Coastal
Ridge Property ManagementInitial Complaint
Date:09/04/2022
Type:Customer Service 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.
We have not had a working kitchen sink for 10 daysBusiness Response
Date: 09/27/2022
Hello,
This
message is in response to complaint 17917295.
This
complaint is about an issue at our property, Somerset at Deerfield.
The
kitchen sink has been repaired. Nyasia Burse is no longer a resident at
Somerset at Deerfield.Regards,
Coastal
Ridge Property ManagementInitial Complaint
Date:08/27/2022
Type:Customer Service 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 the gaurantor on the leese for the apt my daughter rented for her last 2 years of college. Upon moveout shebwas denied a walkthrough, and subsequent to this was charged an exhorbitant amount of charges for normal wear and tear of furniture. Synthetic leather that was 3 to 5yrs old at move in. And after her 2 years the fabric was deteriorating. This is on a 700.00 loveseat and they charged full replacement value (not even depreciation), in spite of it being end of life (synthetic leather has a 3 to 5yr life span). They also charged a missed payment penalty for May 2022 electric that was on autopay with them and was paid, and have refused to remove it. The original electric charge was 46.00. They subsequently raised it to 75.00 and added a 50.00 late fee. We supplied them with their own records showing it paid through their autopay system. Further they chargedba cleaning fee of 40.00 when my wife and daughter cleaned it to better than movein. They did remove that charge. We know of three other tenents with similar charges for normal wear and tear or non deprecitated charges for actual damages. A search of review sites will show this is a common practice of this company since new managment. They are relying on exiting tennents to do all cleaning (moving people into uncleaned and unsanitary units). Further they are passing on all routine maintenance, and replacment costs to exiting tenents. A lot of these practices appear to be illegal in Arizona. The costs they pass on are all low enough most people will just pay rather than litigate. They have demanded immediate payment or collections and will not forward me the info for their legal dept. or collections dept. which is keeping me from taking further action.A fabric expert can attest to the wear being normal. Although will cost me almost as much as what they are seeking. The first 2 pics are her fabric second 2 normal wear from websearch. Think cheap office/gaming chair wear.Business Response
Date: 09/01/2022
Hello,
This message is in response to complaint 17783475 regarding our property Nine20 Tempe. At the end of each lease agreement, the staff at Nine20 Tempe complete a thorough inspection of the apartment to determine cleaning, painting, and replacement (carpet, furniture, appliances) needs, if any. When *** moved out of her apartment, our staff completed an inspection, at that time, fees were issued for cleanliness and a damaged sofa. On August 17, 2022, *** emailed our office, disputing the charges. After further investigation, our staff determined that the cleaning fee was issued in error. The staff at Nine20 Tempe emailed *** on August 25, 2022 notifying her that the cleaning fee was removed.
The sofa charges remain on the account as *** did not list damage to the sofa at the time of move-in. At move-in, each resident is provided with a move-in condition report. Residents are instructed to list anything they see wrong with the apartment on the report so they are not charged when they move out. *** did not list any damages to the sofa.
The staff at Nine20 Tempe sent *** pictures of the sofa illustrating the damages to sofa. Due to the damage done to the sofa, those charges were not removed.
We are actively working to get this issue rectified and are even willing to set up a payment arrangement to get the balance paid.
In regards,
Coastal Ridge ManagementCustomer Answer
Date: 09/01/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17783475
I am rejecting this response because:2 issues.1. They still have failed to address the3 electric charges which are nothing short of fraudulent. They were on autopay and they did not originally charge for May. In June they charged June and estimated July payment(final), at this point they added a charge of 41.46 for May and the autopay system made the final payment of 107.35 (June and estimate July) and 41.46 for May for a total of 153.81. We forward them copies of their own statements showing this and it has come to our attention a lot if not all tenants were not billed originally for May. (I have attached screen captures of their statements showing charges and payment).2. With regards to the furniture there is no doubt that the fabric was falling apart. Their argument is that because it hadn't started 2yrs prior we are responsible for replacing it. Not being a fabric expert I would have no knowledge in how to examine a used couch at move-in in order to know if it was approach in end of life. This furniture is the original furniture when the apartment complex was built 2017-18. The couch is synthetic leather (life expectancy of 3-5 years). This put the fabric at end of life and as so the entire couch. *** had the apartment for 2years and there was a fabric cover on the entire time. The deterioration of the fabric was not noted until move-OUT otherwise would have been reported when it started.I have only been given an email contact to communicate with other than my initial dispute which took 3 weeks for a response I have not been able to get [email protected] to even respond to me. I have sent multiple emails. I have asked for the brand and model of the couch as well as the purchase date and warranty info. ALL rental furniture should be placed on a replacement schedule and should actual damages occur a tenant should only be charged for the remaining depreciated value. I expect that nine20 does not even have the records as they are under the 3rd management company in last 3 yrs.It is our contention that this is NORMAL END OF LIFE wear and should not be passed on to the exiting tenant.Further no one from ?coastal management ever reached out to offer and payment plan or other resolution nor do I have any contact info other than ************************. I however have no need for a payment plan I don't want to belittle ~750.00 but it is only ~750.00 which I certainly can handle. My stand is that they are charging tenants for routine maintenance and wear and tear/replacement and while I can handle 750.00 to a lot of people that is a lot of money and a shady business practice at best.Respectfully,
***** *****Customer Answer
Date: 10/04/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17783475
I am rejecting this response because:I am including a PDF document with my communication and lack thereof with Nine20. I have reached out to them multiple times to try and settle this and have received no response. I have never received a modified invoice from them reflecting what they state in their response to you.
The invoice included clearly shows the electrical charge and late fee. We have never received any late charges or fees from Simple Bills. The simple bills statement that Nine20 is in possession of show all payments made via autopay. The only place charges and late fees are shown is on the Nine20 final invoice.
With regards to the Sofa(loveseat), I have asked multiple times for info regarding when it was placed into service, the fabric codes and warranty info. We have come find out this is the original furniture to the building construction and first tenants. We know the previous tenant was in the unit for 2 yrs which makes the loveseat at a minimum 4 yrs old. It is likely 5-6 yrs based on construction dates. The wear is typical for synthetic leather and happens very rapidly as it deteriorates and separated from the backing fabric. Further Nine20 has been aggressively marketing their newly updated apartments and showing pictures of all new furniture. It certainly appears that they are trying to defray their remodeling costs to previous tenants.
If they would provide the requested information I would be willing to at least entertain any offer they have (no offer has been presented to me as of yet), but until such time my position remains unchanged and that is that this is normal wear and not damage. The electrical remains their responsibility to clear up as well as it is only being charged by them.
Regards,
***** *****Business Response
Date: 10/14/2022
Hello Mr. *****,
The Regional Manager will be happy to speak with you about this next week. We apologize for the delayed response and timeliness of our communication could have been better. The Regional will reach out to you directly on Monday of next week.
This message is in response to complaint 17783475 regarding our property Nine20 Tempe.In regards,
Coastal Ridge Management
Initial Complaint
Date:08/24/2022
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.
I attend East Carolina University and wanted to live close to campus; one of coastal real estate’s properties is the University edge of Dickinson. On October 25th, 2021 my roommates and I were shown a model unit, absolutely nothing wrong with it both times we toured and agreed that the products and cleanliness of the overall apartment and unit correlated to the monthly rent. When I arrived to the apartment my roommates and I were to forced to buy a vacuum, the ac unit fluctuating and turned off by itself, the air vents are covered in dust, and the caulking on the bathtubs have developing molding issues. When I discussed all of these issues to the singular maintenance person in a five story apartment with short availability, he refused to place a filter but simply to clean the lids of the vents and poorly cover the bathrooms caulking issue with silicone. Since I brought my pet cat and we were both breathing in constant dirty recycled air and dust I was forced to buy a costly air purifier. The wifi was also nonfunctional for the entire building filled with working college students until just this afternoon. Their unresponsiveness and disorganization to work orders such as writing them down on sticky notes and have peoples private mail packages lying over the front of the leasing office is quite unacceptable and feels as though once they collect their rent they do not need to respond to their tenants. My roommates and myself included have developed irritated throats and coughs because of the dust and molding. In addition we have to continue purchasing things that they should be able to provide for us such as an air filter for all the unprotected vents. It is clear to me that the building is understaffed and disorganizedBusiness Response
Date: 08/30/2022
Hello,
This message is in response to complaint 17758966 regarding our property University Edge Dickinson Lofts. Our maintenance team was notified of the work orders placed for the caulk in the tubs and to clean the HVAC register on August 22nd. All work orders were completed on Tuesday, August 23rd. The HVAC register does not require an air filter, as the air filter is installed in the HVAC unit in the closet to properly filter A/C, but the maintenance team did vacuum the ducts to remove any accumulated dust.
Wi-fi service was restored immediately, once the issue was voiced to the office team and we sincerely apologize for any inconvenience this may have caused. The site team also provided notice to residents letting them know the systems would be down for some time, which requires manual tracking of all things (including packages, work orders, etc.). We are happy to accept packages for our residents so they are not required to rent parcel lockers, etc., but this does require additional work for the onsite team to properly log all incoming packages for 437 residents.
In regards,
Coastal Ridge ManagementCustomer Answer
Date: 08/30/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17758966
I am rejecting this response because: we were never notified of building outages by the apartment complex and although we had maintenance enter our unit, the caulking was of poor quality and was unfinished after the individual left and they refused to clean the vent. None of the vents were vacuumed or cleaned but the one by the kitchen was simply replaced finally after days of us going downstairs to the lobby multiple times to file a work order. I had informed a worker there that there was a buildup of dust covering the entirety of the vents and mold growing on the caulking of all the bathtubs. In addition, my roommates and I have had to spend hundreds on top of paying for rent to ensure proper air quality within our unit and our current work orders are being ignored in the apartment online portal. In regards to the high influx of packages, there has been incorrectly recorded packages primarily due to the disorganization, as well as packages that were not received due to the lobby office closing against their own scheduled times and therefore being returned to sender.
Regards,
****** *******Business Response
Date: 09/08/2022
Hello,
This
message is in response to complaint 17758966 regarding our property University Edge Dickinson Lofts. Our maintenance
team was notified of the work orders placed for the caulk in the tubs and to
clean the HVAC register on August 22nd. All work orders were
completed on Tuesday, August 23rd. The HVAC register does not require an air filter, as the air filter is
installed in the HVAC unit in the closet to properly filter A/C, but the
maintenance team did vacuum the ducts to remove any accumulated dust. Wi-fi service was restored immediately, once
the issue was voiced to the office team and we sincerely apologize for any
inconvenience this may have caused. The
site team also provided notice to residents letting them know the systems would
be down for some time, which requires manual tracking of all things (including
packages, work orders, etc.). We are
happy to accept packages for our residents so they are not required to rent
parcel lockers, etc., but this does require additional work for the onsite team
to properly log all incoming packages for 437 residents.
In
regards,
Coastal
Ridge ManagementInitial Complaint
Date:08/10/2022
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.
My daughter lived here for 3 years. She always paid her rent on time in full every month. Then she was hit with false and excessive fees and “damage” charges for things that are considered normal wear and tear. The carpet in her room was at least 3 years old. She was at least the 3rd resident (that she is aware of) in that room living on that carpet. She also kept an area rug on top of the carpet, so she rarely ever walked on the actual Upon her move into her room, there was no check-in form given to her to complete and sign. No evidence of what condition the room was in before she moved in. The tenant that lived in the room before her violated the lease agreement by smoking cigarettes in the room on several occasions and housing a cat (Nine20 was aware of this). Due to my daughter’s extreme allergies and asthma and only at her request, did they agree to shampoo the carpet before she moved in, otherwise, they would not have done so. The room was also not painted before she moved in. Upon moving out at the end of her lease, Nine20 falsely charged her for routine wear on items like carpet, painting and a cleaning fee for the water splatter on the mirror (they should be cleaning and sanitizing rooms for new residents anyway). They charged her for carpet replacement, the wearing down of the chair, cleaning fees and painting fees (a total of $600+). She received a “Pay in 5 days” email statement with “Move-out Charges” PLUS late fees and threatened her with legal action in 5 days! We protested several times!! By phone and by email. I researched and referenced Arizona Tenants Law as well as consulting an Arizona Tenants Advocacy group, letting Nine20 know that what they were doing was wrong excessive and illegal. My emails, references to our tenant’s rights and pleas were ignored. This property is managed in a horrible and unprofessional manner. There is no way to reach “upper management” at Costal Ridge, who is apparently the management group.Business Response
Date: 08/14/2022
Hello,
This message is in response to complaint ******** regarding our property Nine20 Tempe. Thank you for reaching out, and we appreciate your patience as we work thru this together. To allow everyone time to investigate and resolve these concerns without any negative effects, we have placed *******’s account on a 30-day administrative collections hold, meaning no late fees or additional charges will be added to *******’s account for the next 30-days as we work together to solve this issue. We have also removed the $55.99 Late Fee charged to her account as well, as her August rent payment was indeed on time and not late. In an effort to best and most efficiently solve these concerns, we kindly ask that you share any photographs or documentation of the condition of the apartment at move in via email with our Assistant Property Manager, Julian S. His email is [email protected]. We will be addressing al concerns in writing and working through those right after move in as quickly as possible.
In regards,
Coastal Ridge ManagementCustomer Answer
Date: 08/15/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Initial Complaint
Date:08/03/2022
Type:Order 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.
My daughter is moving into *********** on 8/12 and at this time does not have an assigned parking spot due to an administrative error on the part of the leasing office. They have admitted the error but despite 12 (yes 12 ) emails and calls into various people at the facility and Costal Ridge no one will respond. My daughters roommate had the same issue however a solution was found, I think it had something to do with the letter that was sent from her lawyer father. Unfortunately, I am not a lawyer.
Coastal Ridge " Ownership Approach" as stated on their website is in my opinion, just words, their lack of communication and customer service is quite unbelievable.Business Response
Date: 08/08/2022
Hello,
This message is in response to complaint ******** regarding our property ****** *****. It looks like we don’t have any emails to our info@***********.com account regarding parking from you, however we have completed all of the parking audits and it looks like we do have a spot available. We reached out today by phone and confirmed with ****** that she would like the reserved spot. We are getting this updated on her account. We apologize for the communication issues, we are currently in the middle of our summer turn, we look forward to welcoming ****** to the property on August 13th.
In regards,
Coastal Ridge ManagementCustomer Answer
Date: 08/18/2022
I accept the business's response to resolve this complaint.Initial Complaint
Date:08/02/2022
Type:Customer Service 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.
My daughter is supposed to move into The Banks on August 15. I am an elementary school teacher and will have to miss the first day of school to move my daughter in. I called the property manager to see if I could move my daughter in on August 14. She was unable to make any allowances for me. In addition, the apartment complex has stringent moving-in rules - 90 minutes to move in, only 1 car, and a move-in time for each floor. My daughter’s move in time is 5:30pm! We have 2 cars to bring everything she needs plus some things in a storage unit in the next town over.
Wouldn’t it be easier to stagger some of the move-ins to take place on more than one day? Also, I’m not asking to move in two weeks earlier like her roommate. I’m asking for ONE day earlier.Business Response
Date: 08/08/2022
Hello,
This message is in response to complaint ******** regarding our property The Banks Student Living. Both the Property Manager and Regional Manager spoke with ***** on 8/2/22 and 8/3/22 to discuss her complaints regarding not being able to move into her daughter’s unit prior to the lease start date of 8/15/2022. We’ve provided information on an early move in option that was available to our residents and also explained the turnover and move in day process to ensure all parties have full knowledge of the preparation taking place and reasoning for being unable to accommodate the request. Aside from the turnover and move in day preparations our team abides by federal Fair Housing Acts that require all staff members to provide the same accommodations for every resident to ensure we are treating everyone in the same manner. The family expressed concerns regarding the move in day traffic and not wanting to have to move in with the rest of the building and we happily informed them of their option to move in on the lease start date or any day after to avoid the move in day traffic. The team at The Banks is happy to accommodate any request possible while also remaining within the guidelines of Fair Housing Acts, if we cannot provide an accommodation, we will always provide alternative solutions in an effort to resolve the concern of our tenants and their families.
In regards,
Coastal Ridge ManagementInitial Complaint
Date:07/26/2022
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.
In August 2021 my son, ****** ****, moved in a dorm room at Florida Polytechnic University that is managed by Coastal Ridge Real Estate. On move in day there are forms to fill out including a Move-In inventory and condition form. On the Move-In Inventory and Condition form he clearly wrote that there is a rip in the desk chair. My son moved out on May 5th 2022. He received the final account statement from Lyanne F stating that she has deducted $75 from the security deposit for the damaged chair. My son filled out a dispute form online. It was denied by Natalie M because she doesn’t have a record of the Move-In Inventory and Condition form.
That is certainly not my son’s fault that the form was not put in the proper place in the office.
Lyanne F should have taken the time to look at the form before imposing a claim for damages that my son did not do. This is deceptive business practices!
Also I would like to add that I was there on Move-In day and that I was the one who paid the security deposit of $250.
I would greatly appreciate any help to resolve this problem. Thank you.Business Response
Date: 08/01/2022
Hello,
This message is in response to complaint ******** regarding our property Florida Polytechnic Student Living.
Attached is the following
information:
Spring 2022 Move Out
Inspection Report
Winter 2021 furniture
inventory and condition inspection we conducted on November 19th, 2021
****** ****'s oops form
the resident turned in August 2021
****** ****'s FAS dispute
******'s roommates ******* ******'s Move In Inventory and Condition Form turned in August 21st, 2021
******'s FAS
Student Living Dispute
Decision
The resident claimed he turned in an
inspection report which he did not. We only received an oops form from him
which I have attached. We filed all inspection reports in the files, and I
personally inspected all of them last September. I have also attached his
roommate's move-in condition and inventory report which does not state that any
chairs were damaged and is proof we received other inspections within the unit.
Since the resident claimed the chair
was damaged at move-in, we also reviewed our winter
furniture inventory and condition inspection which took place on November 19th,
2021 just a few months after move-in. The inspection states that all chairs
were in good condition in this unit. This inspection was conducted by a Coastal
Ridge staff member. Based on all of this information we did not reverse the
charge since the chairs were damaged upon our Spring move-out inspection.
In regards,
Coastal Ridge ManagementCustomer Answer
Date: 08/14/2022
I am rejecting this response because: Coastal Ridge is claiming my son purposefully damaged the
chair. Tell me just how do you think he could have done that? How could he have
caused a rip in the thin plastic part of the chair? He is skinny and doesn’t
weigh much. The rip is obviously wear and tear. It was there before August
2021 and was noted on his Move-In condition form that they say they cannot find. But hey someone needs to pay to replace the chair and it’s my son even
though he did not cause the rip.Business Response
Date: 08/16/2022
Hello,
This message is in response to complaint ******** regarding our property Florida Polytechnic Student Living.At this time the property has addressed the complaint and provided multiple documents to verify that the charge on the account is valid. The complaint has been reviewed thoroughly multiple times and at this time we consider the matter closed.
In regards,
Coastal Ridge Management
Coastal Ridge Real Estate Partners, LLC is BBB Accredited.
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