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Business Profile

Pharmacy

CVS Pharmacy, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmacy.

Complaints

This profile includes complaints for CVS Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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CVS Pharmacy, Inc. has 2178 locations, listed below.

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    Customer Complaints Summary

    • 2,160 total complaints in the last 3 years.
    • 724 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:07/17/2022

      Type:Product 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.
      Today (July 17, 2022), I discovered a $5.39 charge on my credit card for CVS Carepass. I never signed up for this service. I checked my credit card statements and discovered I have been charged this fee every month since June of 2020 for a total of $140.14!! I called CVS Carepass and cancelled (person: ****, reference number ********), and was told an email to confirm would be sent. I explained that they have an old email address that no longer works (i.e. ************************* and he said they can't confirm any other way even though I tried to give my current email address (i.e. *********************** I then asked to be transferred to their complaint department to get the charges removed. I was transferred to the pharmacy who couldn't help. That person said she'd transfer me, put me on hold, then after 5 minutes, disconnected me. I called back a second time (person: ***) to confirm the cancellation at least. Took five minutes to get this person to even understand what I was asking, and then was put on hold. After another 15 minutes on hold, she returns to say it has been cancelled. I asked her for the cancellation reference number to verify, and she said there isn't one shown. Frustrated, I asked her if there is a direct number to call to complain, and she said no and would transfer me to the complaint department, then immediately disconnected **** repeat, I never ever signed up for this service! I want that money refunded as I never agree to this and never used this service, about which I was completely unaware.

      Business Response

      Date: 07/19/2022

      We apologize for any inconvenience this matter has caused. We have issued a refund in the amount of $107.80. The CarePass membership was cancelled on 7/17. 

      Customer Answer

      Date: 07/20/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Thank you for the offer, but I do not accept this resolution because, as stated in the complaint, the amount charged was $140.14. I have no idea where $107.80 comes from. I never wanted nor used this service and see no reason why I should pay for any of it.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Eunjee

       

       

      Business Response

      Date: 07/21/2022

      We have revisited ************************ concern and issued an additional refund in the amount of $32.34 for the difference. We apologize for the miscommunication. 
    • Initial Complaint

      Date:07/16/2022

      Type:Product Issues
      Status:
      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.
      Ive had a CVS account for many, many years. I started noticing I was getting a thank you for purchase email for things I never bought, and they were purchased in *** (i live in colorado) I called and was told my first name was left but my last name and address were changed on my account, to nothing I knew. The rep helped me change it back and ensure my account was safe and secure from anyone else using it.My family and I have covid, we have not left my house yet ALL my rewards, including my monthly $10 care pass was taken the day before and I got a thank you for purchase email for nuts and denture clue, neither I purchase or have a need for, and we were home with covid! I called and a woman kept telling me just cancel your carepass I was explaining all my rewards were gone and I wanted them back! She was absolutely CLUELESS, then put me on hold for 37 minutes and never once checked on me! I had to hang up the phone because she was useless!Someone is STILL using my account! I dont want to cancel it, my entire families scripts are attached to it! I want it protected and ALL my rewards put back!

      Business Response

      Date: 07/22/2022

      We have reviewed ****************** concern and were unable to find any suspicious activity regarding her ExtraCare account. We can remove ****************** phone number from her ExtraCare card, however, if someone outside of her household has a physical copy of the card, they can still use it. If ************** suspects someone else has a copy of her ExtraCare card, the only course of action to resolve this matter would be to create a brand new account. In addition, we would need more information on any coupons that ************** suspects were used fraudulently. 

      Customer Answer

      Date: 07/27/2022

      I dont know how this was not found! My card is being used in *************, **, I live in ****************, ********! They have deleted my information multiple times now and added there info, keeping my first name and changing my last name and even deleting my address! How on earth would I make a purchase in ******** the same

      DAY as someone only hours before used my card in ***!  Ive never had a physical

      card!

      I got my extra care $10 monthly reward and it was gone in moments with a receipt sent to my email from someone buying denture glue in ***! I was home very sick with covid in ********! I want my account fixed and I want my $10 back! Is there a way to speak with someone that understands English and does not place me on hold without even once coming back for 37 minutes?

       

       

       

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Rashida

       

       

    • Initial Complaint

      Date:07/15/2022

      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 am currently missing these extrabucks:3.29 that was removed from my account via a glitch BEFORE the expiration date **** from my most recent order for the amope foot masks Hello. I am having multiple issues with my account that seem too odd to be accidental. I am curious if an employee is blocking me from using my CVS account properly. Here is some info : Extracard number : ************* Email address : ********************** I originally sent an email regarding a glitch on 6/3/22 in which my extrabuck expired incorrectly at 8 PM, before 11:59 PM. I received two responses back, over a month apart, that had nothing to do with the issue. I've messaged multiple times and have heard nothing back regarding this, almost as though my messages are being blocked. Next, I am missing $5 in extrabucks from an order I just did for "amope pedimask foot sock mask, coconut oil essence." I purchased the correct amount, and recorded a video of it showing me earning this reward. It is not on my account. I did not spend it. It was never put on. Now, I am being excluded from the "extra thanks event." I received the first 3 no problem. Starting yesterday, with the bandaids, I had NO coupon on my account. Today, for the ointment, also NO coupon. Yes, I am checking my app. Yes, I've deleted it multiple times. I've even tried it on another device. Please let me know if someone here can fix these issues. It honestly feels like I am being discriminated against.The most recent order I have done is "delayed." Which is strange, and it has never happened before. I pay for carepass but am not being allowed to use my account it seems.I want the $3.29 and $**** I am owed. I would like an explanation as to why I am being ignored, as well as why I am being excluded from an event they are promoting as for "everyone."

      Business Response

      Date: 07/18/2022

      We appreciate ************** bringing her concern to our attention. We have reviewed her account and see the $3.29 coupon was printed on 5/20/22 and expired on 6/3/22. Once printed, coupons are no longer available for use on the app. As a one time courtesy, we have issued ************** a $4.00 Extrabucks reward. Please note it will expire in 30 days. In regards to the $5.00 coupon for purchasing Amope products; we were unable to locate such a promotion for the week ************** made that purchase. Finally, in respect to the "Thank you" free item promotion, offers are delivered daily in the CVS app and must be sent to card to redeem while supplies last. Since ************** was unable to utilize the most recent, we have issued her a 40% off coupon.

      Customer Answer

      Date: 07/22/2022

      Thank you for that. The reward I printed was pulled from my account prior to the expiration, which was not my fault. It was something on CVS' end, so thank you for fixing that. There is an issue on your side. I am not receiving these "gifts" and it is NOT that I have not loaded them. They are simply not there. While your gesture is appreciated, you are still trying to place the blame on your customer. Honestly? From what I've been told from others, the "gifts" you offer are almost never available/in stock, so I truly do not care. I do however, think it is on your company to fix
      your own issues without just simply saying it is the users fault.

      Another example of this is being unable to access my cart for multiple days. Looking around online, seems many had this issue, though you never did address it. I was able to figure out a solution myself and fix your glitch, for my cart, though I should not have had to.

      I've gone ahead and attached two images of the Amope offer in question. You can see from the photo it was taken the week of the offer as well. I do not have a prior ad available,  though these photos were taken during the promotion which is clearly reflected on the items themselves. I also do have a video but it is too large to upload here - I will gladly forward it to you if given an email address. Let me know what other proof you need, because I have been taking multiple videos when I run into issues for this very reason.



      Better Business
      Bureau:
      I have reviewed the response submitted by the business and have
      determined that the response does not satisfy or resolve my issues
      and/or concerns in reference to complaint # ********. Please add your
      rejection comments below; if you do not provide any details, your
      complaint will be closed as Answered.
      [You must provide details of why you are not satisfied with this
      resolution.  If you do not enter a reason for your rejection, your
      complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their
      responses to complaints. It is important to remain professional and
      productive when participating in the BBB complaint process.

      FAQ

      Regards,
      ******



      Business Response

      Date: 07/29/2022

      At this time we are engaging with our team members to investigate and resolve **************' concern, it is our goal to have a further reply provided as soon as possible in this concern once our investigation is complete.

      Customer Answer

      Date: 08/01/2022

      I will accept the response once the $5 Extracare Buck I earned is placed onto my account. I also sent the video as proof to the email address ********************************************************************************** on July 29th, 2022.

       

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ******

       

       

    • Initial Complaint

      Date:07/14/2022

      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.
      For the last three months, they have charged me for "care pass." I had this membership once a year ago. I never signed back up. I called the CVS Help Line. They told me my credit card (the one being charged) did not match the one they had on file. They told me I was not signed up for the care pass and that I won't be charged. But I am being chargedevery month. I told her that I don't want to pay for it and the help lady just said that my card isn't being charged. I don't want to fight with them anymore to stop charging me. It's getting increasingly frustrating. I've heard they do this to others as well.

      Business Response

      Date: 08/10/2022

      We have researched ********************** concern. The discover card on the account is expired and not that same card that ****************** emailed showing recent transactions so we will need to speak with her to gather further details. We have tried multiple times to reach Ms. ********************** sent an email follow up. ****************** may follow up with **** at ************.
    • Initial Complaint

      Date:07/14/2022

      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.
      CVS enrolled and charged me into their 'CVS CarePass" program, which they billed over $5 a month for, since November of 2011. On 7/14, I noticed the charge when paying my credit card. I called the CVS number ************) on 7/14 at 11:14AM and asked about these charges. They told me that I had registered online. I told them I did not, and asked they investigate how I was enrolled. I never received an email, with the email address registered to my account, confirming this sign up or enrolment. This is fraud, and someone needs to be held accountable for this. I was told on the phone that I would be issued a refund and cancellation from the program, and an email stating that I would get getting a refund. I have yet to receive either.

      Business Response

      Date: 07/20/2022

      We appreciate ************** bringing his concern to our attention. We have issued a refund in the amount of the amount of $42.64 and have called/emailed to advise. 
    • Initial Complaint

      Date:07/14/2022

      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 used cash to purchase an Apple gift card from my local CVS. I tried to redeem the card in front of the cashier immediately after purchasing and it came back as invalid. The cashier told me there was nothing he could do about it, and I would have to contact Apple. I did this, and through Apples investigation they discovered the transaction was voided at the register. I called CVS and told them this, and they said there was still nothing they were going to do. I have an open case with Apple, case # ************. They are eager to help me resolve this and welcome any contact to give their side. I have been in touch with CVS and they told me theyre still investigating and it should take 4-5 days. Apple was able to discover the issue in less than half an hour, so I have no confidence that CVS will actually resolve this issue.

      Business Response

      Date: 07/15/2022

      We apologize for any inconvenience this has caused. We have validated that ****************** gift card was not activated at the time of sale. The store manager from where he purchased the gift card will be contacting ************** to come in for a refund of $100.00.
    • Initial Complaint

      Date:07/13/2022

      Type:Product 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 had asked the cvs pharmacist on duty last month on the 16th at cvs on ********* in *********** to transfer my meds he had to call two different stores for me he cussed both me an my daughter because he had to call 3 times then wouldnt run my medicaif an ended up charging me $60 for my pills that were supposed to he $3 when i asked for a refund for the $57. He told me they didnt give refunds an i have been asking for 3 weeks an he is just rude i was never supposed to be charged over the 3 for the pills i will go to court if i have to an i may do it for the aggravation from this man

      Business Response

      Date: 07/18/2022

      We have confirmed that ********************' most recent claim was properly billed by the pharmacy. The store did not **** the other two claims correctly resulting in a large copay. As a courtesy, we will refund these two claims resulting in a reimbursement of ******. This will be sent to the address listed in the BBB complaint. The reimbursement check will arrive in 2-3 weeks. We have left ******************** a message advising her of such.

      In respect to the service concerns ********************' mentions, we have shared them with field leadership. While we could not substantiate her claim of being cussed at, field leadership will address any service opportunities with the pharmacy staff. 

      Customer Answer

      Date: 07/25/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


      Better Business Bureau:


      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 


      Regards,


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

      Date:07/12/2022

      Type:Sales and Advertising 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've been coming to CVS for my medication for awhile now and I've had nothing but issues with them. I don't want to change pharmacies because their store location is closest to my house. I came in today because I had a prescription called in earlier in the day. I waited almost 5 hours before coming in to pick it up. Once getting to the pharmacy I asked for my prescription and of course they had filled the wrong one. After waiting for them to look up the correct one the guy proceeded to tell me it would be an hour and it would be ready! I asked the pharmacist if he could fill it any faster than that and he responded rudely that NO he would not! He said "you can either have a seat and wait or come back in an hour" and walked away from me. He then came back and stated "And go ahead and tell my supervisor or write a complaint, I don't care". So I sat down and started writing this complaint. As a resolution to my complaint I would like for someone to speak with their staff here at this location and inform them that they shouldn't be rude to a customer for one and also stop making customers wait long periods of time to get their prescription just because they are too lazy to do their job!

      Business Response

      Date: 07/21/2022

      We appreciate ******************** bringing his concern to our attention. Field Leadership has reached out to him and in speaking, they discovered that this particular incident occurred during the week that the pharmacy manager was on vacation, on a day when a floater pharmacist was covering the pharmacy. Store #***** is one of the highest volume pharmacies in the area and workflow is understandably a challenge for our pharmacists that dont regularly work there. A longer than normal wait time is unfortunate but not surprising, considering the circumstances. 

      Customer Answer

      Date: 07/25/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


      Better Business Bureau:


      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Their district supervisor reached out to me and was very kind and understanding of me and my needs and made sure to give me her direct contact info so that if anything were to ever go wrong in the future, I could get in touch with her. I greatly appreciate the level of professionalism that she showed when dealing with this situation! It was so much appreciated and needed.


      Regards,


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

      Date:07/12/2022

      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.
      fill my prescriptions at ******************************************************************. Phone ************ Within the last year my narcotic prescriptions that are doubled tripled counted as the office manager told me when I called to complain about what happened. They have miscounted my medications 3 different times already before we even left the store. Once this happened at closing and it was a script from the hospital for Tylenol 3 and I opened the bottle and said this dont look right so I counted and I caught the Chinese pharmacist that filled them and he counted and fixed it and added the 5 that was missing and said my bad, Ill take care of it. Now my adderall was missing 9 out of 60 if taken 2 a day and filled on 6-16-22 and out on 6-10-22. 9 are missing. I do not abuse my medication either. I called and talked to the pharmacist manager and he was a complete jerk and denied any of the mistakes that had happened including this one and told me to go to a different CVS. I have 5 kids and a dad that we all get prescriptions filled there and they seem to have issues counting the narcotics. I hope and pray somethings get's done about this and their narcotics area gets counted for because thats malpractice and a very serious crime if someone isn't doing their job correctly. This isnt the first or second time either. I just had an appt with my doctor today explaining what happened with this CVS he said that they should be able to fill it because he changed the ml and I called to see if it was filled AND now I guess the regular pharmacist said that the pharmacist manager said I can no longer come there anymore they wont even fill my prescriptions because of something they did wrong and won't count up for it. It would take a lot to contact all our doctors to change CVS's and further from my house when I am a caregiver for my father also. I just think this is messed up. Idk what you can do to help me figure this out. Thank you *************************.The address is in this statement. Didnt work

      Business Response

      Date: 07/14/2022

      We have brought Ms. ******************************* concern to the attention of field leadership who reverified the counts on the medications  with the store manager present and the counts on hand matched the system. Ms. *************************** was contacted to discuss her concerns and indicated her doctor wrote her a new prescription that was sent to a different CVS so she will be picking it up there this month.
    • Initial Complaint

      Date:07/12/2022

      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.
      Cvs is not honoring their email subscription lists, i've unsubscribed and even altered my preferences multiple times and they keep sending me emails

      Business Response

      Date: 07/13/2022

      We apologize for any inconvenience this may have caused. We have removed ********************** email from our system and moving forward, he should not receive any more emails. We ask that he please allow 48 hours for his email address to cycle out of our system. 

      Customer Answer

      Date: 07/19/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

       

      As shown above the emails still continue despite the 48 hour period having elapsed

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

      Business Response

      Date: 07/26/2022

      We have revisited this concern and confirmed that the email address has been removed from our system. Since emails are planned in advance, the customer may receive some until after mid-end August. 

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