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Business Profile

Retail Shoes

Adidas North America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Adidas North America's headquarters and its corporate-owned locations. To view all corporate locations, see

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Adidas North America has 73 locations, listed below.

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    Customer Complaints Summary

    • 1,464 total complaints in the last 3 years.
    • 547 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:03/27/2025

      Type:Order 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 just want my account and information deleted from their website and for them to never send me any e-mail anymore. I tried to contact their support chat and they didn't know how I could delete my account. I tried searching for how to do it, and they provide a link that claims to be to an article explaining how to delete your account but it just redirects you to their main support page. (*************************************************************************************************************************************************)

      Business Response

      Date: 03/31/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are very sorry to hear that you are having difficulties deleting your account.

      Here is the steps that you can follow to request your account to be deleted:

      1. log into your account online
      2. under the personal information tab, scroll to the bottom of the page and you will see the option "Manage your data"
      you can select the CA state or other states depending where you are
      3. You will then full out the form that populates

      You can also refer to our policy in the link below

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

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.


      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/01/2025

       
      Complaint: 23122896

      I am rejecting this response because: I did this already and my account still exists.

      Sincerely,

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

      Business Response

      Date: 04/11/2025

      Hello *****,

      We have submitted the request on your behalf to have your account deleted.

      You should receive an email shortly confirming you opt out from your adidas account.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

       

      Customer Answer

      Date: 04/15/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. I received the e-mail and completed their instruction.

      Sincerely,

      ***** *******
    • Initial Complaint

      Date:03/25/2025

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have 3 adidas e-gift cards totaling at about $355.20, I have been trying to place an order for over a month using these gift cards and have had no luck. Every time i call their line i get a new excuse or said they can not help me place an order over the phone. I was told 6 times a supervisor would call, I am still waiting on that call. I was told this would get resolved and new cards would be sent to me. Still no new cards. This had been going on for a month still no resolution and a bunch of lies/false promises. I never asked for e-gift cards they automatically took it upon themselves to refund me in gift cards rather than refund to my original payment method (debit card). Seems like a scam to keep my money as its stuck in limbo. If they can not get me a working egift card I need a check mailed to me. By far the worst experience I have ever had in my life. I have had a case open with them since February.

      Business Response

      Date: 04/03/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear that you are not able to make purchases online with your gift cards.

      Please be advised that those gift cards can only be used in stores.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/03/2025

       
      Complaint: 23114232

      I am rejecting this response because: that is not acceptable I should be able to use e-gift cards online. I have actually used them online before. I also tried in stores and they said it did not work even though it has money in it.  I need new e-gift cards or a check. 

      Sincerely,

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

      Business Response

      Date: 04/11/2025

      Hello ******,

      Please review our return policy as to the reason why you are not able to make the purchase online

      Below is the link to our return policy and a portion of the policy as well

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

      Based on your return history, we reserve the right, in our sole discretion, to issue your refund through an adidas gift card, to require you to initiate your returns by contacting our *************************** and, potentially, to no longer allow you to make online purchases. We are not responsible for any returns lost in transit or otherwise not received or any additional related charges. If we do not receive the item you returned to our warehouse, we will not issue a refund. We reserve the right to limit returns and exchanges for any reason, including if we suspect fraudulent or abusive activity. Additionally, if items are returned to us that are outside of our policy and were not accepted for return, or if you send the wrong item back in your return package, they will be donated or discarded. We are unable to send items back to you once they have been received by our warehouse.


      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/11/2025

       
      Complaint: 23114232

      I am rejecting this response because:

      I want a check for the e-gift cards not being able to use. I would like my money back in a check so I can take my business to a competitor.

      Sincerely,

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

    • Initial Complaint

      Date:03/24/2025

      Type:Delivery 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 ordered two pairs of shoes on the Adidas website. The shoes were delivered via a third-party delivery service, ******. The shoes show as 'delivered', but when you look at the address information, it is in a completely different state. The photo of 'delivered' shows the front door of a house that is not in our neighborhood. Adidas's response is to ask neighbors, but clearly, you can see by the photo, that it is not in our neighborhood. And you can see on the shipping information that it was sent to another state. How has Adidas messed up so poorly? Has my credit card information need released? Has my address information been compromised? When will I get the replacement shoes? Too many unknowns to trust and purchase through Adidas who has committed Fraud against me.

      Business Response

      Date: 03/25/2025

      Thank you for contacting adidas through the Better Business Bureau. 

      We are sorry to hear you have had trouble finding your recently delivered package. We understand orders can go missing. 

      We do not re-ship or replace products for missing delivery. 

      A refund has been processed for your missing shipment, on March 24, 2025. 

      Please allow 2-3 business days for processing or up to a full billing cycle, depending on your financial institution.


      Sincerely, 
      Consumer Relations 
      adidas America

      Customer Answer

      Date: 03/25/2025

       
      Complaint: 23108876

      I am rejecting this response because: You disregard the Fraud that your shipping company used. It is not 'missing'. You can see that it was delivered to a completely different location. Also, you have neglected to state if my personal information has been compromised or not by the shipping company used. With regards to the refund, I was on call with a manager yesterday at Adidas. This has been processed. Luckily, the shoes are not sold out and I was able to order again. Let's see if these arrive. Thank you. 

      Sincerely,

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

      Business Response

      Date: 04/07/2025

      Hello ******,

      We have address the issue of you not receiving your package with the shipping company.

      We can assure you that your account has not been compromise.

      If you believe that it was, we suggest you log unto our website and reset the password for your account.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/07/2025

       
      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.

      Sincerely,

      ****** *******
    • Initial Complaint

      Date:03/24/2025

      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.
      I bought a jacket on Adidas on 3/18 and the order number is AD940868712. The order shows delivered on 3/21 but I did not receive it. I have been checking every day since then but still nothing as for now. I contacted customer service about this but the only thing they can do is let me wait. This is so frustrating. I request a refund for this purchase as I never received it.

      Business Response

      Date: 03/25/2025

      Thank you for contacting adidas through the Better Business Bureau. 

      We are sorry to hear you have had trouble finding your recently delivered package. 

      Although the carrier has confirmed delivery to the requested address, we understand orders can go missing. 

      For future shipments, we encourage you to register for FedEx Delivery Manager, it gives residential package recipients more control over their deliveries, and allows them to receive alerts, request a hold for pickup at a convenient location, sign for packages online, provide delivery instructions, and request a vacation hold.

      We have refunded you for your missing shipment, please allow 2-3 business days for processing or up to a full billing cycle, depending on your financial institution.

      We appreciate you being a loyal adidas fan.



      Sincerely, 
      Consumer Relations 
      adidas America

    • Initial Complaint

      Date:03/21/2025

      Type:Product 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.
      Hello, I purchased an item, and the tracking shows it was delivered, but I did not receive it. I contacted customer service, and they said I needed to wait 14 days for an investigation. However, after 14 days, I have not received any response. I am now requesting a refund.

      Business Response

      Date: 03/24/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear you have had trouble finding your recently delivered package.

      The carrier has confirmed delivery to the requested address.

      We are not able to provide a refund for the order.

      We apologize for any inconvenience this may have caused.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 03/24/2025

       
      Complaint: 23099561

      I am rejecting this response because:Thank you for your response. I understand that the carrier has marked the package as delivered, but unfortunately, I have not received it. I have checked thoroughly, and there is no package at my address.



      Sincerely,

      *** ***

      Customer Answer

      Date: 03/31/2025

      This is my second formal complaint against adidas regarding my undelivered order and their complete lack of response. I purchased an item on Feb 26 and have not received it. I have repeatedly attempted to contact their customer service via multiple channels, but they have completely ignored my requests. It has now been an unreasonable amount of time since my purchase, and the company has failed to provide any update, resolution, or refund. Their refusal to communicate or address the issue is unacceptable and appears to be a case of dishonest business practices. Since my previous complaint was ignored, I am escalating this matter. If the company does not process my refund immediately, I will explore further actions, including filing a claim with my payment provider, reporting them for fraudulent business practices, and pursuing legal options if necessary.
    • Initial Complaint

      Date:03/20/2025

      Type:Product 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 returned the order no. AD936139477. They received my return shipment and initiated the refund of $826.74 on 11/27/24 with a note "You can expect your money back with 14 business days, depending on your bank account." However, the refund processed was $87.60. After not receiving the money for 14 business days, I contacted customer service by phone on 11/30/24. The agent promised to forward this issue to their refund team and that it would be processed in 24 hours. However, as of today, I have not received the remaining refund of $739.14. Kindly process this refund, thank you.

      Business Response

      Date: 03/28/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear that you did not receive your refund from the order that you return.

      We verified with the warehouse and they confirmed that all items were not received

      We will not be able to refund the order.

      We apologize for any inconvenience this may caused.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:03/20/2025

      Type:Product 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.
      It has been almost four months since I returned these items to Adidas, yet I still havent received my full refund. This has been incredibly frustrating.According to the records, I should have received $179.53 ($54.16 + $125.37), but I only got $115.73 on January 3, 2025.Return #**********: $54.16 was supposedly refunded on December 10, 2024.Return #**********: $125.37 was reportedly refunded on November 26, 2024.Ive contacted customer service multiple times, yet every time, Ive been repeatedly told to wait another week or even a billing cycle - without any actual follow-up or resolution. Spending hours on every call or live chat just to follow up on such a simple issue is completely unacceptable.

      Business Response

      Date: 03/28/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your order that was return.

      A refund has been issued, please allow 2-3 business days for processing.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 03/28/2025

       
      Complaint: 23093848

      Im rejecting this response because the vendor has not provided the exact refund amount being processed. Please provide the refund amount in a clear numerical value.

      Sincerely,

      ******** ***

      Business Response

      Date: 04/04/2025

      Hello ********,

      You were refunded $23.64 on 3/20/2025 and $40.16 on 3/27/2025.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:03/19/2025

      Type:Product 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 have written this letter of explanation as supporting evidence to the BBB as my last resort. In July 2024, I purchased 8 items from Adidas via their online website for $501.39.I decided to return 7 of the 8 items for a total refund of $481.31, with the final item being exchanged and kept for $20.08. I have successfully returned items with Adidas many times in the past. On August 6, 2024, within the 30 day return window, I shipped back all the items in one package, initiating a refund of $481.31. The package was shipped by ***** using Adidas prepaid shipping label. The return was received by Adidas at the return address on August 12, 2024. Adidas website confirms that the package was received by the warehouse and underwent a successful quality check. The return was marked as completed by Adidas, and a refund was initiated on August 14, 2024. The refund was never received. Between September 24, 2024, to February, 26, 2025, I made 11 calls to Adidas customer service for updates on my pending refund. Each time, they told me there is an ongoing case and I must wait another 14 business days. I patiently waited, spending 221 minutes in total on the phone with Adidas customer service trying to resolve this issue. Adidas never contacted me and proactively provided me with an update. I, as the customer, was forced to do the work. Finally, on February 25, 2025, Adidas told me the refund was denied and there is nothing else they can do. I am requesting the BBBs help as Adidas has stolen $481.31 from me, losing a loyal, decade-long customer. I purchased items by ********************** that I chose to return. Adidas received my return package, accepted my refund request, but never gave me my money back. I spent several hours trying to resolve the issue over the past six months. Adidas made no effort to provide me with updates. I pray that this account is sufficient in getting my money back. Thank you for all your help with this.

      Business Response

      Date: 03/28/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear that you did not receive your refund from the order that you return

      We verified with the warehouse and they confirmed that all items were not received

      We will not be able to refund the order.

      We apologize for any inconvenience this may caused.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 03/29/2025

       
      Complaint: 23085758

      I am rejecting this response because: I returned every single item that I selected to return. Which items did the warehouse receive, and which were "missing"? Where is your evidence/details? I provided an extremely detailed account of this whole situation. After I spent 5+ hours over 6 months on phone calls with your customer support, who had nothing to say other than there is an "ongoing case," you have still provided nothing other than a statement saying "not all items were received."

      The return details on your website state the return was marked as received, passed inspection, and a refund was approved. I have the ***** tracking that shows the return shipment was received by your warehouse, and also shows the weight of the package that indicates it held all items. Yet, I never received a refund for ANY item. Are you claiming the package was lost and never received? Are you claiming the box was empty and had NO items contained within it? Are you claiming the box was missing one or two items, and the rest were inside?

      You are losing a decade-long customer who has spent thousands of dollars with your company and successfully returned countless items in the past. This has been ridiculous and I hope the BBB can help. Please look at your warehouse evidence and case notes, and provide a detailed account that shows you have any idea as to what happened to the package and the returned items that were contained in it. Otherwise, you need to refund the money that as of now, you have stolen from me.  

      Sincerely,

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

      Business Response

      Date: 04/07/2025

      Hello *****,

      Attach to this response is a snip from the warehouse where they confirmed that only 1 of the items was received back to us

      We apologize for the inconvenience this may have caused.

       

      Sincerely, 

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/08/2025

       
      Complaint: 23085758

      I am rejecting this response because I packaged all items within the box, and dropped it off for shipment at a *************** Drop-off location. This package was sent, and had a weight that indicates the items were inside the package. The tracking number, 277973267138, can't be found on *****'s website. I have contacted them to provide all shipping information, inclusive of the weight of the package. 

      Your screenshot claims you received my one item for exchange, but none of the seven other items I returned. This makes no sense. Are you claiming that I returned an empty package with just the tank top item for exchange? Or that I filled it with other non-Adidas items? Or that a ***** employee stole the items prior to shipping? Please let me know why you are claiming I did not return the items. 

      I am not going to let up. I've been a decade-long customer with ********************** and this is a lot of money I am losing for no fault of my own. This has been so incredibly frustrating and time-consuming. Please side with your loyal customer that did nothing wrong, and let's end this headache. 

      Sincerely,

      ****** *********
    • Initial Complaint

      Date:03/18/2025

      Type:Product 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 made a return on products for a refund of $212 on 12/26/2024. Its currently 3/18/2025 and after weekly calls Adidas continues to offer excuses and not process my refund. ***** Tracking Number with Return: ************ Adidas Case # ******** Order Number AD937174543

      Business Response

      Date: 03/26/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your order that was return.

      A refund has been issued, please allow 2-3 business days for processing.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

    • Initial Complaint

      Date:03/18/2025

      Type:Product 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 started my refund on December 20, 2024, and to this day they haven't done it and they don't give me an explanation. I've contacted them many times by chat and by phone, and they just tell me to keep waiting.

      Business Response

      Date: 03/20/2025

      Thank you for contacting adidas through the Better Business Bureau.

      We are sorry to hear about your experience with our customer service team and to hear there has been a delay in processing the refund for your order that was return.

      A refund has been issued, please allow 2-3 business days for processing.

      We apologize for the inconvenience this may have caused and appreciate you being a loyal adidas fan.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 03/20/2025

       
      Complaint: 23081146

      I am rejecting this response because:

      It's been a long time since I made the return and my credit card has charged me a lot of interest for not making the payment of the amount that you did not refund.

      Sincerely,

      ****** ***

      Business Response

      Date: 04/01/2025

      Hello *********,

      We are sorry to hear about your experience with your return and not getting your refund in a timely manner.

      We will reach out to you directly with a resolution.

       

      Sincerely,

      Consumer Relations

      adidas America

      Customer Answer

      Date: 04/01/2025

       
      Complaint: 23081146

      I am rejecting this response because:

      I cannot accept this solution because I followed the correct process to return the items I purchased, and it took Adidas more than 3 months to issue the refund. During these 3 months, I sent messages and called by phone, and no one gave me a solution. Today, I am paying the overdue interest on my credit card because Adidas did not issue the refund in a timely manner.

      Sincerely,

      ****** ***

      Business Response

      Date: 04/11/2025

      Hello *********,

      We had responded to you directly with a resolution on this issue.

      No further actions can be taken.

       

      Sincerely,

      Consumer Relations

      adidas America

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