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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:06/11/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 10, I visited the CVS pharmacy in Shcnuk's on *****************, ** to pick up a prescription that was supposed to have been sent over by my provider at ******* ******. I spoke with a white female pharmacy **********, appearing to be in her mid-to-late 20s with blonde hair, who was seated near a wooden stool. I explained that I wasnt sure how to pronounce the name of the prescription, but that it started with a "P." While I was still on the phone with my doctors office, this ********** told me the prescription would be ready in 1520 minutes.I returned more than an hour later, only to be told by another ********** at the register that they had no prescription for me. I explained that I had been told otherwise earlier and pointed out the ********** who gave me that information. The second ********** then asked her about it, and I overheard the first ********** refer to me as being pissy and claim she had misunderstood which prescription I was asking about.This was extremely unprofessional and disrespectful, especially as I was standing nearby and could clearly hear her. I immediately addressed it and told the docotor (she had on a white coat) that I had, in fact, heard her tech.This is not the first issue Ive had at this pharmacy. A few months ago, I was mistakenly given the wrong medication by an older **********. I only realized the error after getting home about to take the medication, when I noticed that the medication inside the bottle was different from what was listed on the bag and what I normally took. I returned to the pharmacy immediately, and instead of receiving a proper apology, I was told, I tried calling you because of my mistake.This repeated pattern of miscommunication, lack of professionalism, and inadequate handling of prescriptions raises serious concerns about pa

      Business Response

      Date: 06/17/2025

      At CVS, our goal is to be a trusted partner in our patients’ healthcare. As such, we appreciate Ms. Latonya French sharing her concerns and the opportunity to address them.

      District leader, John has been in contact with Ms. French to discuss her experience and to apologize. He has taken steps to address the issues raised by Ms. French, reinforcing with the team the importance of good communication and patient care. Ms. French was appreciative for the outreach and efforts to address her concerns. 

      If we can be of further assistance, Ms. French can reach out to our Customer Relations team at 1-800-SHOP-CVS (1-800-746-7287).
    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally report a distressing and discriminatory experience that occurred on at CVS Pharmacy Store #****, located at **************************************. I believe I was racially profiled and unfairly treated by store staff, and I am requesting an immediate investigation and appropriate action by your corporate office. Please see the attached document for greater details.

      Business Response

      Date: 06/16/2025

      We appreciate Sharonda Moore sharing her concerns and the opportunity to address them here. We take these matters very seriously and have thoroughly investigated this concern.  

      Field leadership spoke with Ms. Moore to apologize for her experience and advised they are taking this opportunity to reinforce with the store team the importance of following our policies and procedures for interacting with customers professionally and respectfully. 

      While we cannot share specific details of our investigation and corrective actions, please be assured that we have fully investigated and addressed Ms. Moore's concerns. We appreciate her feedback and support as we work to improve the overall customer service experience. 
    • Initial Complaint

      Date:06/10/2025

      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.
      My Mother purchased a ********* give card on May 2, 2025 from CVS. Upon my wife receiving the gift card for Mother's Day, she quickly found out that it was hacked and had no value left. My wife contacted CVS and was told to contact *********. ********* investigated the issue and referred my wife back to CVS. CVS is taking no responsibility for selling gift cards that are susceptible to be hacked, so I decided to write to the BBB as I think retailers that gift cards should not be hanging on racks that criminals can take home, steal access codes, and hang them back up for unsuspecting customers to purchase and get ripped off.

      Business Response

      Date: 06/12/2025

      Good Afternoon,

      Thank you for
      your patience while we researched this matter.

      Gift card and
      prepaid scams remains challenges for customers across the country. CVS has
      taken significant efforts to warn our customers against these scams, including
      installing store signs and point of sale warnings to educate customers about
      gift card scams, and proactively training our own employees on fraud prevention
      measures. Even with these warnings, there are customers who move forward with
      purchases of gift cards without CVS’ knowledge of any scam.

      I am happy to
      report that our team was able to obtain a credit for the Nordstrom gift card in
      the amount of $25. In turn, we have issued a refund for that amount back to the
      card of purchase. Please allow 3-5 business days for processing.

      Thank you
      again for taking the time to reach out to us. We value your business and look
      forward to serving you again in the future.

    • Initial Complaint

      Date:06/10/2025

      Type:Customer Service 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 writing to express my deep concern and disappointment regarding a series of troubling incidents at your [insert pharmacy location or address] location, which appear to be retaliatory in nature following a recent complaint I made about a delay in the availability of my prescription.Since that complaint, I have experienced multiple instances of what I believe to be unprofessional and retaliatory behavior by the pharmacy staff, including:Refusal to fill my husband's diabetes sensor prescription because the pharmacy was closing in 15 minutesan essential, time-sensitive part to his diabetic care that should not have been delayed under any circumstance.Failure to transfer my mother's dementia medication, even though this exact prescription has been successfully transferred twice before. Her condition requires consistent and timely medication, and this delay caused unnecessary stress and health risk.Refusal to fill my own prescription despite the medication being fully eligible and previously approved. Moreover, the prescription was flagged, and I have not received any communication or explanation from CVS regarding this issue.These experiences have left me feeling mistreated and concerned for the well-being of my family members, whose care depends on timely and professional pharmacy service. As a long-standing customer, I expect better service and accountability from a company with CVS's reputation.I am requesting a formal investigation into these matters, as well as a timely and written response to this complaint. I would appreciate knowing the steps CVS intends to take to ensure that such retaliatory behaviorif confirmedis addressed and prevented in the future.Thank you for your prompt attention to this serious matter.

      Business Response

      Date: 06/10/2025

      On behalf of CVS Health, I would like to apologize to Mrs. ******* ***** for issues she experienced.

      Ensuring that patients with a legitimate medical need have access to medication is part of CVS Healths purpose of helping people on their path to better health. At the same time, the abuse of controlled substance medication is a nationwide epidemic that is exacting a devastating toll upon individuals, families and communities. Pharmacists have a legal obligation under state and federal law to determine whether a prescription for a controlled substance was issued for a legitimate purpose; they evaluate each controlled substance prescription and consider a variety of factors when exercising their professional judgment as to whether or not to fill a controlled substance prescription.

      If we can be of further assistance, Mrs. ***** can reach out to our ***************************** at ********************************* ***************) and reference incident number S-13159069.

      Customer Answer

      Date: 06/11/2025

      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.

      I understand that the abuse of controlled substance is an issue in this country, but these concerns do not apply to me, and I take it personally that a pharmacist would jump to such conclusion without knowing me or my situation. I have been on this medical regimen for over 20 years, and she could have reached out to my physician if she had any concerns which she did not. She made and incorrect assumption although I explained to her that I care for my mother who has LEWY Body dementia under hospice care in my home Independ on the availability of others to watch her to run errands which is why at times I need to pick up my meds 2 or 3 days earlier or later I was eligible for refill according to the *** and when I explained this to your pharmacist I was told "I find that hard to believe', and she denied my request. Yet another pharmacy who knows me, and my family well filled my prescription. I was not asking for it a week early just a couple of days how can this be categorized as abuse of a controlled substance. It was done maliciously and there was absolutely no excuse. It my physician called it in and it was eligible it should not have been denied, and if she had any questions she should have contacted my doctor instead she attacked my character and my family situation

      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: 06/12/2025

      We regret that we were unable to assist Ms. ***** with an early fill.  We have shared their additional feedback with the appropriate leadership teams. 
    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a digital cvs gift card to pay for services as i have for the past 4 years when my needs were a fiscal copy. As digital is no longer accepted. I spent 6.5 hours in the phone Friday and over 2 Monday morning I was told there would be a solution and now I'm being told absolutely 0 they can do. I do not shop at cvs I will be out 107 dollars because the balance can not be put on a card.

      Business Response

      Date: 06/09/2025

      We appreciate
      Earl Martin sharing his concerns and the opportunity to address them here.

      For further
      assistance, we respectfully ask Mr. Martin to contact Cashstar using the below link:

      https://cvs.cashstar.com/self_service/v2/about/customer_support/contact

    • Initial Complaint

      Date:06/08/2025

      Type:Service or Repair 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.
      Purchased a gift card from this location for a Christmas gift and after it was opened it was realized the card was compromised. There was no way to know the package was opened, card information stolen, resealed and put back on the shelf. The theft then waited for a person to purchase and activate the card. The card was then used by the theft all while the card was under the Christmas Tree. I set up a case with CVS and after months of waiting for a respondence, I was told the vendor would not issue a refund. It's the CVS store that let the card leave the store, and then put back on the shelf (unless it's your employees that are doing the stealing). Store will not refund money CVS ****************************** location

      Business Response

      Date: 06/15/2025

      We appreciate ***** ****** sharing his concerns and the opportunity to address them here.

      Gift card and prepaid scams remains challenges for customers across the country. ********************** has taken significant efforts to warn our customers against these scams, including installing store signs and point of sale warnings to educate customers about gift card scams, and proactively training our own employees on fraud prevention measures. Even with these warnings, there are customers who move forward with purchases of gift cards without CVS knowledge of any scam.

      I am happy to report that our team was able to obtain a credit for the ** Ribbon card in the amount of $82.95. In turn, we have issued you a refund for that amount back to your card. You will see your refund within 3-5 business days.

      Thank you again for taking the time to reach out to us. We value your business and look forward to serving you again in the future.

      Customer Answer

      Date: 06/15/2025

      [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:06/07/2025

      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 am writing to formally lodge a serious complaint against CVS Pharmacy located at *******************************************************************************, concerning a prescription error that posed a significant threat to my health and that of my unborn child.On May 30, 2025, after a doctors appointment, I went to the above CVS location to fill a prescription for ************ 200 mg capsules, which was clearly and accurately prescribed to support my pregnancy. However, upon returning home and reviewing the contents of the medication bag, I discovered that I had been given *************** Drops ********** a pregnant woman, this type of medication error is not only reckless but potentially harmful. If I had not noticed the discrepancy and consumed the incorrect medication, the consequences could have been severe.I immediately contacted CVS through a formal complaint letter on the same day (May 30), but as of today (June 7, 2025), I have yet to receive any direct response or resolution from CVS. This lack of follow-up is unacceptable and shows a troubling disregard for patient safety.I am requesting the following actions from CVS:1.A written apology acknowledging the incident and its potential danger.2.A full investigation and an explanation of how such an error was allowed to happen.3.Replacement of the correct medication at no additional cost.4.A refund for the incorrectly dispensed medication.5.Compensation for the emotional distress and anxiety this caused during my pregnancy (e.g., gift card or financial reimbursement).

      Business Response

      Date: 06/11/2025

      On behalf of CVS Pharmacy, Inc. I would like to apologize to Ms. Yan Wang for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.  

      We take these matters very seriously and have thoroughly investigated this concern. Field leadership spoke with Ms. Wang on 6/3/2025 to apologize and confirm that the medication in question was corrected and replaced the following day. Field leadership has also taken this opportunity to counsel the store team.

      Additionally, CVS Risk Management Analyst Shannon has contacted Ms. Wang regarding her claim and the matter has since been resolved.

      Again, we apologize to Ms. Wang for her experience, and thank her for taking the time to share her concerns, enabling us to address them.   

      Customer Answer

      Date: 06/12/2025

      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 # 23439851. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 


      Your Pharmacy Risk Management Analyst did contact me, but she said the check has been shipped out without informing me of the tracking number, also, there's no APT number on the address, so I would not be able to receive it. I don't think it's a responsible action, so please fix this address problem. 



      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,

      Yan




       


       

      Business Response

      Date: 06/16/2025

      We regret that we have been unable to resolve Yan Wang's concern. We feel that all reasonable attempts have been made to provide a satisfactory outcome.
    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an ****** gift card at self checkout, once my purchase was complete the self check out system prompted me to wait for a representative so I could receive a refund because the gift card was invalid, I was then told the refund was automatically returned in 3-5 minutes and given a help number. The funds never went onto my card and called the help number where I was told I had to wait 5-10 business day at least for ****** to activate the gift card and I could not get a refund.

      Business Response

      Date: 06/12/2025

      Good Morning,

      Thank you for your patience while we researched this matter.

      I am happy to report that our team was able to obtain a credit for the Amazon card in the amount of $25. In turn, we have issued you a refund for that amount back to your card. You will see your refund within 3-5 business days.

       Thank you again for taking the time to reach out to us. We value your business and look forward to serving you again in the future.  

    • Initial Complaint

      Date:06/06/2025

      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.
      There was 19 out of 30 cvs health eyelid wipes in the package I contacted cvs health and they did nothing

      Business Response

      Date: 06/14/2025

      At CVS, our goal is to be a trusted partner in our patientshealthcare. As such, we appreciate Mr. ******* ***** sharing his concerns and the opportunity to address them.

      Our support team has processed a courtesy replacement for the inconvenience. The order has been mailed to the address provided and will arrive within 3-5 business days.

      If we can be of further assistance,Mr. ***** can reach out to our Customer Relations team at ********************************* ***************).

      Customer Answer

      Date: 06/15/2025

      [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:06/06/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Before 10AM on 6/6/25, the pharmacist ******* ******** refused to fill my script for a medication that a licensed psychiatrist has been prescribing me for the last fifteen years of my life. I have an extensive medical history that shows I need this medication to treat my disability. ******* ******** called me a drug seeker to my face, refused to fill my scripts, and threatened to have me arrested if I did not leave. He continued to scream and shout repeatedly that he was going to call the police despite there being no escalation, provocation, or sound reasoning to do so. ******* ******** discriminates against people with non-white last names, peoples with disabilities, and takes it upon himself to override the knowledge of a doctor, a person with medical education and able to legally practice medicine. He also has no qualms publicly humiliating people when he denies them their necessary medications.

      Business Response

      Date: 06/09/2025

      On behalf of
      CVS Pharmacy, I would like to apologize to Ms. Brittany Santiago regarding the
      matter that occurred regarding her prescription at her local CVS.
      Ensuring that
      patients with a legitimate medical need have access to medication is part of
      CVS Pharmacy’s purpose of helping people on their path to better health.  At the same time, the abuse of controlled
      substance medication is a nationwide epidemic that is exacting a devastating
      toll upon individuals, families and communities. Pharmacists have a legal
      obligation under state and federal law to determine whether a prescription for
      a controlled substance was issued for a legitimate purpose; they evaluate each
      controlled substance prescription and consider a variety of factors when
      exercising their professional judgment as to whether or not to fill a
      controlled substance prescription. 

      Customer Answer

      Date: 06/09/2025

      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 # 23435637. 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

      I am not satisfied with your pharmacist’s incorrect judgement, nor am I satisfied with him humiliating me and screaming at me. His mind was not with the controlled substance crisis of America, but it was obvious his thoughts lay with denying a disabled woman her necessary medication, prescribed by a licensed psychiatrist. Nothing regarding my legal prescription, for the same medication I’ve taken consistently since I was in 2nd grade, would’ve given this man any indicator that I, or the medication used to treat ADHD, was nefarious or ill gotten or fake. 

      Matthew Polidora chose to persue his racist and ableist agenda and denied a woman with a hispanic last name her medication, and when calmly asked why, his attitude became even more clear. He made his choice to deny me my medication on prejudice assumptions due to my Hispanic last name and my disability status. He threatened me and embarassed me, a disabled mixed race woman with a Hispanic last name — not to save America from a medication misuse epidemic, but because he does not like Hispanic and Disabled persons. 

      I would prefer a personal apology from him, and / or CVS’s word that non-discrimination training be enacted with their staff. 


      Regards,

      Brittany




       


       

      Business Response

      Date: 06/13/2025

      We regret that we have been unable to resolve Ms. Santiago’s concern. We have shared their additional feedback with Field Leadership who oversees the store.

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