Complaints
This profile includes complaints for Palmetto State Armory's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 289 total complaints in the last 3 years.
- 76 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/09/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sold an item that was not new and was repressed and never told in the description. Faulty as well some have beenBusiness Response
Date: 12/10/2024
At this time, PSA customer service has not received any emails from this customer regarding the damaged or defective nature of their order. Per PSA terms and conditions, ammo orders cannot be returned for refund. Ammo is shipped as received by the manufacturer. If the customer believes they have received a defective product, they must contact the ammo manufacturer directly for further assistance.Customer Answer
Date: 12/10/2024
Complaint: ********
I am rejecting this response because:
I did send an e.ail to corporate i also tried the chat button and got no where
Sincerely,
****** ******Business Response
Date: 12/10/2024
Per PSA terms and conditions, ammo orders cannot be returned for refund. Ammo is shipped as received by the manufacturer. If the customer believes they have received a defective product, they must contact the ammo manufacturer directly for further assistance.Initial Complaint
Date:12/06/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 1st 2024 I purchased an item from Palmetto State Armory (PSA) Item arrived with box was opened and no paperwork, so I returned item back to PSA. Upon speaking to customer service it was stated multiple times the refund has to be made in a PSA gift card. I was not in possession of the gift card (******* Visa gift card) I used to purchase item. It was agreed upon that refund will be in the form of a PSA gift card. Item was returned and confirmed by PSA. PSA refunded the money back to the original purchased gift card. Took 3 weeks of calling and final received an answer that they will issue me a PSA gift card. After three days of not receiving the gift card, I was told NO “We can’t do anything about it.” I have lost $373.43 because of this companies negligence of refunding me the funds as agreed upon when item was returned. Now I don’t have the item and funds are lost. This is unacceptable and unprofessional.
This situation could off been resolved by PSA sending a PSA gift card as agreed upon (not sending it to the Visa gift card) or providing me the card number used for purchase. With the card number I could request and be issued a new Visa gift card. Again, their negligence of not refunding me as agreed upon has left me without the item and/or loss of funds.Customer Answer
Date: 12/06/2024
Additional emails from Palmetto State Armory. Got my hopes up that situation was resolved. Then back to square one of sorry can’t help you. They are the ones who didn’t refund me as agreed upon. They were made fully aware that I’m not in possession of the gift card used to purchase item. The refund was to be made via a PSA gift card. Yet, still they sent the refund to the gift card I’m no longer in possession of. No type of reconciliation or compensation has been offered.
Business Response
Date: 12/10/2024
This customer's order was refunded to the card used to make their purchase. This refund was properly processed by PSA finance. We cannot issue a second refund for the customer's order, as we have already refunded this amount. At no point during the return process did the customer notify PSA customer service for a gift card request. This was only requested after their order was fully refunded and they were notified.Customer Answer
Date: 12/10/2024
Palmetto State Armory is refusing to take blame. When item was being return, I explicitly stated that it had to be in the form of a PSA gift card. Customer service representative acknowledged the refund will be made in that manner. Multiple customer service representatives have see the request in the return notes. (As I have been dealing with this issue for a month now.) The PSA Statement saying that I never asked for the refund in the form of a gift card is a blatant lie. They should check their own notes on the return. Palmetto State Armory was negligent on the way they made the refund and don’t want to take responsibility. We agreed on when returning item, refund will be in the form of a PSA gift card. Check your notes on the order. It was made clear before item was even returned.
Customer Answer
Date: 12/10/2024
Complaint: ********
I am rejecting this response because:Palmetto State Armory is refusing to take blame. When item was being return, I explicitly stated that it had to be in the form of a PSA gift card. Customer service representative acknowledged the refund will be made in that manner. Multiple customer service representatives have see the request in the return notes. (As I have been dealing with this issue for a month now.) The PSA Statement saying that I never asked for the refund in the form of a gift card is a blatant lie. They should check their own notes on the return. Palmetto State Armory was negligent on the way they made the refund and don’t want to take responsibility. We agreed on when returning item, refund will be in the form of a PSA gift card. Check your notes on the order. It was made clear before item was even returned.
Sincerely,
****** ****Business Response
Date: 12/10/2024
As previously stated, we have no records of the request for a PSA gift card from the customer until the refund confirmation was sent to the customer. We cannot issue a second refund on this order.Initial Complaint
Date:12/02/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order with Palmetto State Armory for 2 Eotech EXPS3-0 holographic sights in the amount of $898.78 as part of a black Friday deal. I paid on 11/22/24 and waited for my order to arrive. The next day it was processing for shipment and I waited patiently. On 11/25 I received a refund notification via email stating that a refund request had been submitted... I did not request a refund and I was not given any other information. I called into PSA and talked to a sales rep who said there was some kind of error and they would honor the sales price that I had paid as part of the mysteriously cancelled order. The rep instructed me to place another order at full price $1,230.47 and the difference between the two order was to be refunded. On 11/25 I received an email notification that the difference of ($331.69) was refunded and will be processed, I checked my card activity and it showed the refund as pending... I waited the next few days for them to complete the refund and fulfil the order. I check on the order today and it STILL says processing AND they reversed the refund for the difference with NO notification whatsoever. I've spent probably $7,000 or more with PSA over the last few years and they are doing some really shady business. They lied to me and reversed the adjustment to honor their own sales price. They're not trying to charge me a full $1,230.47 for a $898.78 purchase.
Right now I'm on the phone (On a 30 minute hold) to call in to cancel this order, they are trying to upcharge and rip customers like me off by legitimate deception.
I have email and screenshots are proof of all of this.Business Response
Date: 12/03/2024
The customer's order has been fully refunded, per their request with customer service.Customer Answer
Date: 12/03/2024
Complaint: ********
I am rejecting this response because: Did you miss the part where the second order was given partial refund to honor the sales price, then was REVERSED with no explanation/notification? My order actually hasn't been refunded and the order still shows processing. To make this right I want ONE EXPS3-0 that I bought at the original price I agreed to $449.39.
Sincerely,
***** ******Business Response
Date: 12/03/2024
PSA records show that the customer is in direct contact with PSA customer support regarding having the order processed and rebuilt.Customer Answer
Date: 12/04/2024
Complaint: ********
I am rejecting this response because: I'm asking for the second CANCELLED order to be refunded where the credit was reversed without notification, in the amount of $1,230.47. Order Number# ***********. You've been holding over $1,200 of my money for over a week for no reason. Once I actually get the product at the agreed upon price AND the other transaction ($1,230.47 Order# ***********) is actually cancelled and refunded I'll close the complaint. This whole situation would have been avoidable easily.
Sincerely,
***** ******Business Response
Date: 12/04/2024
The customer's order *********** will be closed for a full refundCustomer Answer
Date: 12/09/2024
Complaint: ********
I am rejecting this response because: I still haven't received the optics OR even a tracking number
Sincerely,
***** ******Business Response
Date: 12/10/2024
A fix order has been requested for this order, but the item is listed as out of stock, so it will ship once the SKU is in stock.Customer Answer
Date: 12/10/2024
Complaint: ********
I am rejecting this response because: Cancel the order and give me my money back. Jesus christ you guys have no idea what you're doing.
Sincerely,
***** ******Customer Answer
Date: 12/10/2024
The merchant is LYING. The product is in stock and available for purchase. They are stalling. They've been holding about $1,000 of my money for over a month. Proof attached with the below link and screenshot
****************
Business Response
Date: 12/10/2024
These products, once received from the manufacturer, will be shipped.Initial Complaint
Date:11/27/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a gift certificate on 11/14/24 and still haven't received it. I ordered two that day, and got one of them but not both. I have confirmed that I was charged for both. I have sent 8 email inquiries, and gotten no responses. I've called probably just as many times, but no one ever answers the phones. I would just like my money back, or at least give me the gift certificate.Initial Complaint
Date:11/15/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
November 12, 2024, for 28.00.23 I ordered ammo from them and then I found out that this ammo had many complaints on two other forums and one complaint on their website that this ammo had exploded and damaged their weapon. I sent them a message at 2:30 AM cancelling my order and I called them at 9am Eastern Standard time and their automated system said that my order was on hold but later on the same day the automated system said that my order had been shipped but when I looked at their website my order was processing and on November 14, 2024, it still says my order was processing. I looked at their website that an order that hasn't been shipped but they had already charged me for that order on November 12th, 2024. And to this day my order hasn't been shippedBusiness Response
Date: 11/15/2024
If the customer has not opened the ammo we are willing to accept the item back as a return for a refund on this specific circumstance. If the customer would like to proceed with a return of the unopened ammo for a refund please respond to this message and we will set up a return for them.Business Response
Date: 11/15/2024
If the customer has not opened the ammo we are willing to accept the item back as a return for a refund on this specific circumstance. If the customer would like to proceed with a return of the unopened ammo for a refund please respond to this message and we will set up a return for them.Business Response
Date: 11/15/2024
If the customer has not opened the ammo we are willing to accept the item back as a return for a refund on this specific circumstance. If the customer would like to proceed with a return of the unopened ammo for a refund please respond to this message and we will set up a return for them.Initial Complaint
Date:11/12/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pamletto State Armory sent an email advertisement to me on 11/5 with a price of $2999.99 for an AGM Global Vision TS50-640 rifle scope. Item # **************. When I added the scope to my shopping cart and tried to purchase it the price changed to $4051.99. I contacted PSA customer service and after several tries ended up talking to Samuel on thread :***********************: I explained everything to him and he said the person he needed to discuss the situation with was in a meeting and he would have to get back to me. I asked him how I would be able to prove that I had called in with an issue and he stated all calls were recorded. He had me send him a screenshot of the ad as proof. I asked if I should purchase the item at the higher price and then PSA could correct the issue later by correcting the price. He said to not do anything and PSA would contact me soon. I was not contacted back by PSA despite my multiple attempts to contact them about the issue. I would like them to honor the price they sent out in their advertisement.Business Response
Date: 11/13/2024
In this certain circumstance if the customer would like to reorder the item we can refund him the price difference. If the customer does this I would need the order number after he places the order and at that point the refund would be put in. It would take 5-7 days for the customer to receive the money back to his card he used. Please let me know if you would like to move forward with this option.Customer Answer
Date: 11/13/2024
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:11/12/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Palmetto State Armory (PSA) was offering a product on a sale price for Halloween day only. The product part number was BFSIII AR-S1. The Halloween day only price was $299.99 each instead of their normal website advertised price of $499.99. At 11 pm on Halloween (October 31, 2024) I put the on sale item in a purchasing cart through PSA's website at $299.99. I processed the order with my already loaded account information (I'm a PSA customer) and at 11:02 pm I received an email confirmation that my order was received at the normal website price of $499.99. While my confirmation email was received at 11:02 on 10/31/24, their order details showed I ordered this on 11/1/24 at 12:00 am. PSA's customer service was closed for the night so I called PSA the next morning. The customer service person stated that since I was located in the Central Time Zone and they are in the Eastern Time Zone that I did not order the product on 10/31/24 and they would do nothing to help me with the order. I asked this person to cancel the order. I received an email later that morning showing shipping activity of my order. I called again and received the same excuse for the different pricing. I asked for the item not to be shipped to me. I subsequently stopped the credit card charge, but received the item on 11/.7/24.
On that one-day advertisement and others since that day, PSA does not disclaim their one-day sales stating that orders are valid if placed based upon Eastern Time Zone.
While I want the product and enjoy what PSA offers, this is deceptive marketing and false advertising. I'm sure all purchasers in this case would be protected by the consumer protection act. I'll pay for the product I ordered at the sale price only.
The $535.48 amount below includes shipping and sales tax.Business Response
Date: 11/13/2024
At this time we cannot honor the previous price as we do not do rainchecks, however the item did go on sale after the customer purchased it that was $100 off. If the customer would like we could refund the $100 for the sale after they purchased the item.Customer Answer
Date: 11/13/2024
I am attaching a PDF that includes a copy of the email received on 10/31/24 confirming my order at 11:02 pm. You'll notice that PSA's order confirmation says midnight on 11/1/24but the time is off by a couple of minutes. I clearly ordered this item on 10/31/24 prior to midnight. At the bottom of the PDF you'll see the add from that dates that clearly shows the item in question for $299.99 has to be ordered by midnight. Which I did.
In the response to my original complaint, I am not requesting a raincheck but only to honor the terms and condition of the order. There is nothing on any page of their website indicating orders have to be placed by "midnight Eastern time".
In speaking with two PSA customer service employees on 11/1/24, neither could or would help. I asked for a supervisor or manager to call me back and both said they would have someone call me. On 11/4/24 I call again got the same response with the CS representative and I was told that I would receive a call from a supervisor or manager. I received no calls back. After asking both CS on 11/1/24 to cancel my order, they shipped it anyway.
Please have someone from Palmetto give me a call to resolve this by phone. Thank you!
Customer Answer
Date: 11/14/2024
Complaint: ********
I am rejecting this response because:I am attaching a PDF that includes a copy of the email received on 10/31/24 confirming my order at 11:02 pm. You'll notice that PSA's order confirmation says midnight on 11/1/24but the time is off by a couple of minutes. I clearly ordered this item on 10/31/24 prior to midnight. At the bottom of the PDF you'll see the add from that dates that clearly shows the item in question for $299.99 has to be ordered by midnight. Which I did.
In the response to my original complaint, I am not requesting a raincheck but only to honor the terms and condition of the order. There is nothing on any page of their website indicating orders have to be placed by "midnight Eastern time".
In speaking with two PSA customer service employees on 11/1/24, neither could or would help. I asked for a supervisor or manager to call me back and both said they would have someone call me. On 11/4/24 I call again got the same response with the CS representative and I was told that I would receive a call from a supervisor or manager. I received no calls back. After asking both CS on 11/1/24 to cancel my order, they shipped it anyway.
Please have someone from Palmetto give me a call to resolve this by phone. Thank you!
Sincerely,
******* ******Business Response
Date: 11/14/2024
At this time we cannot honor the previous price as we do not do rainchecks, however the item did go on sale after the customer purchased it that was $100 off. If the customer would like we could refund the $100 for the sale after they purchased the item.
Initial Complaint
Date:11/08/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've had a couple of poor customer service issues with PSA. The first time, I ordered some 5.56 magazines and they shipped the wrong magazines. I called and they asked me to ship back at my expense. After contacting another agent, they relented and paid for shipping since this was their mistake. I recently purchased a JAKL 300 BO pistol. PSA packed a Magpul magazine with it designated for 5.56 NATO/.223 Rem. I contacted them for an exchange on the magazine and was informed that the 5.56 mag "would work" with 300BO by a Product Specialist. I contacted Magpul and they wrote me that they had never tested the 5.56 mag with 300BO ammo, as they had a specific mag (MAG800) for 300BO ammo. I sent this email to PSA (Vanessa) requesting an exchange for the proper manufacturer's magazine. PSA never responded. If Magpul, the OEM, would not guarantee the 5.56 mag to function with my firearm, then PSA should not have supplied it, but rather have supplied the manufacturer's specified magazine. There are comments online in customer forums stating problems with ammo misfeed with this weapon and the Magpul magazine. One cannot risk misfeed in a home defense situation. PSA should not use any "experience" or opinions they may have in supplying vital equipment, but rather lean on manufacturer recommendations. I've spoken with someone locally who indicated that both he and his gunsmith had experienced poor customer service from PSA. One respected online review site also indicated customer service issues were known with PSA. This is my experience also. I am going to a lot of trouble for a $12 magazine but hope that someone in management will get a handle on their poor performance and improve things. I'd like to receive the Magpul MAG800 for 300 Blackout ammo.Business Response
Date: 11/11/2024
As the product specialist advised the customer the magazine we provided them will work with the customers 300 BO pistol. If the customer wishes to purchase the magazine they described we do offer that on our website. If the customer experiences any issues such as "misfeeds" with the use of the products we provided them we encourage them to reach out to our warranty team to help trouble shoot or repair their pistol. At this time the customer has received the product as we normally deliver them and should have no issue with the fit or function with our product.Customer Answer
Date: 11/12/2024
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:11/07/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have placed an order for a state compliant rifle, shipped to a neighboring state, in compliance with both states' laws and federal laws.
PSA delayed the shipping for weeks without any action, nor notification, I was told when I called in that they cannot ship to a different state vs what I have on billing address.
I need this issue be resolved ASAP and the firearm shipped.
The customer service is completely helpless I'm not sure what takes them so long to ship an item in accordance to law that every other sellers can do in days.Business Response
Date: 11/07/2024
PSA will not ship firearms to customer's outside of their state of residence. This is a company policy, not a federal law or regulation.Initial Complaint
Date:10/29/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought the 7.62 sig mcx regulator like 5 days ago and I call up today too see if it had shipped or what the estimated time was and they tell me that they canceled it. Why? They won’t tell me. Now I can’t buy the rifle anymore because guess what? ITS SOLD OUT. Here was the order number for that one ***********. Now I’ve placed an order for the 556 one cause that’s the only one in stock and im hoping for the love of god they don’t cancel this one. Here’s the order number for the new one ***********. PLEASE DONT CANCEL THIS ONE CAUSE ITS ALOS GOING TO SELLOUT, you guys are taking a free loan from my wallet for a week.Business Response
Date: 10/29/2024
We have sent the customer's information to our fraud and finance team for more information.Customer Answer
Date: 10/29/2024
Complaint: ********
I am rejecting this response because: I’m not sure what that means, the previous purchase was done with my friends card as he wanted to buy me a gift but the new one I did with my card because I also thought that that might have been the issue, I just want to make sure that this order doesn’t get canceled because the reason I’m also buying it is for the rebate from sig that ends on the 31st, so if this gets cancelled I’m getting screwed over really badly, thankyou in advance
Sincerely,
**** ********Business Response
Date: 11/01/2024
The customer's new order has been approved for shipment and is slated for delivery through *** on the fifth of November to the customer's selected FFL.Customer Answer
Date: 11/04/2024
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,
**** ********
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