Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 2 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:06/17/2025
Type:Service or Repair 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.
When I took my camper into Browns to have the annual maintenance done, I pay them $199 and I also paid them $150 to wash it. It was up there for a week. The annual maintenance includes, inspecting the roof and seal roof where necessary. In the pictures, the picture titled camper1.jpg is showing where I park it at home. Its not parked under any trees or anything. The picture titled camper 2.jpg shows on my roof, my roof vent cover has a hole in it. Looks like it was broken by something. It was not like this when I brought it to Browns, when I got it home a week later with it after being at Browns it was like that. When I called Browns they claimed they didn't do it but a storm did, but how do I know if they didn't do it and that I would have to pay to fix it because I signed a waiver saying they aren't responsible for damages to the campers and I was told if they were to fix it at their cost they would be fixing a lot of them. This is very bad bad business, you have insurance on your property to cover the campers that are there, and I am sure there is some sort of insurance covered on campers you have there for people as well. I was forced to pay to get this fixed or leave as is and suffer a major water damage on the inside with an area for water to get in. When I asked the service manager did anyone even get on the roof to do the annual Maintenace on it, he said no one did because it was wet. They had the camper for a week, this is not good. The service manager said when I bring to get the roof vent fixed he would take care of it. Again I got that fixed, but I had to pay, Service Manager also said there was problems on my roof and I would need a replacement. I advised him that Jayco didn't want to do anything with it (Jayco being the manufacture of the camper), so he told me to run it under a tree and let the tree rip it all the way open and even shove sticks and limbs under there to make it look like a accident. I am not committing insurance fraud and they areshadyBusiness Response
Date: 06/28/2025
In response to this complaint I will address several issues. We do have insurance that covers our inventory, however it does not cover customers campers that are here for service. The concern with the roof vent cover, it is considered owners maintenance. Vent covers as such, are susceptible to impact damage, this is common with storms, as well as they will dry rot over time and require replacing. In regards to the roof replacement. Mr. Gaffney and our Service Manager were cutting up and laughing. The comment made about Mr. Gaffney intentionally damaging his roof and filing an insurance claim was made in gest, followed with laughter. We would never suggest, or recommend in anyway at all that a customer intentionally damage their camper. As Mr. Gaffney stated, that is insurance fraud. We deeply regret that Mr. Gaffney feels he wasn't given the service he deserves. We pride ourselves in offering the best customer service experience possible. As a goodwill gesture, we are going to refund back to Mr. Gaffney the expense of his roof vent, and round this amount up to $100, as he has requested. We hope that Mr. Gaffney will accept this offer and consider us again for his future needs.Customer Answer
Date: 06/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.I appreciate this, again my camper was there for service and was not damaged when I left it. I do not park it under any kind of trees or anything as seen in the picture attached.
As far as the roof goes joking or not they should have not been said.
Please let me what I need to do to collect the $100.
Thank you.Initial Complaint
Date:09/02/2024
Type:Service or Repair 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 took my 2023 Class C motorhome into their facility for an issue with the slide outs. I took the unit in 2 days before my appointment and dropped it off. When I dropped it off, there was no damage to the outside of my motorhome. They had it for about 3 1/2 weeks and they said that they did not find any issues with my slide outs. After getting it home, a couple of days later, I was looking at my unit and noticed that I had some damage to the outside. I called and spoke with the service manager about the damage. I asked him if they took pictures of units when they bring them in and when they are picked up. He said that they did normally, but this time it must have slipped through the cracks. He asked me to send him pictures of the damage, so I did. I received and email back from them stating that they took pictures of the unit when it was dropped off and noticed the damage to the unit. When I asked to see the pictures, I got no response. The service writer also gave me other incorrect information.Business Response
Date: 09/10/2024
Our technician did take pictures of the damage prior to working on ******************** motor home. We also inspected our service facility which would have significant damage as well if it occurred here, there is no damage. Our technician indicated that some of the damage along the top appears to have been from a tree limb, other than palm trees placed well off our parking lot, we don't have any trees on our property as well. We regret that **************** has damage to his motor home. We will forward him the pictures from our technician.Initial Complaint
Date:09/22/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We provided Browns RV with a $1000 deposit on a boat with the agreement that upon delivery the boat would be in deliverable condition meeting all the agree issues resolved. Upon the attempt to deliver the boat it was not detailed, had a light ear the floor hanging by a wire,(it was broken) the floor had mildew, cup holders were filled with water and one cabinet could be opened neither by me or the dealers rep. *** the operator even told us the boat was filled with fuel even though the gas gauge indicated just over half a take. The delivery employees from Browns told me the tank was full I just had to calibrate the fuel gauge. This was also a lie. The delivery employees were instructed to leave the boat. I told them I would not take delivery as a result of these issues. We called Browns RV and requested our deposit be returned because the condition of the boat was not as agreed. Browns RV has refused to return our deposit claiming we bought another boat elsewhere as the reason for not completing the deal. This is a false claim, we have not bought another boat. We just want our deposit returned.Business Response
Date: 10/10/2023
It is a standard policy throughout the industry that deposit taken to remove an item off the market for sale is not refundable. There is the chance of a lost of potential sale ( which happened in this case) to another consumer as well as a real cost of preparation. Our General Manager has to approve all refunds. At the time of this occurrence he was out of town. Our Sales Manager was only stating our policy, whether if Mr. and Mrs. **** were planning to purchase somewhere else was irrelevant. Upon being made aware of the situation our General Manager approved the refund. However prior to us having the opportunity to issue a refund Mr. and Mrs. **** disputed the charge with their credit card company. We have not and do not intend to send a rebuttal for the charges. We wish Mr. and Mrs. **** the best and we will gladly assist them for any future needs.Initial Complaint
Date:05/30/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a boat from Browns in November 2022 at a price of $75,000. We noticed that the props was messed up when we told the mechanic he started acting funny and said he would have to talk to *****(the owner). There was also a depth finder that was on the build sheet that was missing. ***** told my husband if he wanted to install it he would pay him to do it since its a 4 hour trip for us. We was finally told that they would order a new set of props and have them shipped to us. So in the meantime my husband ordered a set because he likes to have an extra set on hand. We had them within a couple of weeks. We have been told that these props was not available and browns cant get them. We offered to let them pay us for the props we bought. They said that they had some coming in and should be shipped to us. Well they finally shipped us some props which had been refurbished. They are trying to tell us these props are new which they are not. When you send props off to have them refurbished they get stamped. I looked up the law and if you try to pass something off as new and it is used it is against the law. There was numerous other things wrong with this boat that my husband had to fix. We have both sets of props that we can show are clearly used. When you buy a new boat for $75k it should come with new props. Im surprised that this business has remained in business with the amount of lies that ************************* and all of the other employees tell. Im sure if his parents knew how he was handling the business they built they would not be happy.Business Response
Date: 06/07/2023
Mr. and ***************** left with a set of props that came off of ******* (our General Manager) personal boat because there was shortage on that style prop. We sent his damaged props back to be resurfaced which is manufactured approved method. Those props were sent to **************** with the agreement he would return the props that were taken from ******* boat, which he has not done. We are now told that **************** has purchased another set of props and would like to be reimbursed, however he also wants to keep the other two sets as well. We have agreed to refund him for the new set with a receipt but not until we have received the two set he was given, the set from ******* boat and the original resurfaced set that was originally on his boat. With all that has happened in past conversations we feel confident that if we refund the money he will not return the other two sets that are owed to us. In regards to the transducer **************** agreed to plug it in, which is a ***** job. He has ask for $650 for performing this job, we are prepared to pay him for that amount of time, which would be $50. We provided **************** with a return label for the props he has in processing, as soon as those are returned and we receive a paid receipt we will promptly refund him for the cost of those plus $50 for his time plugging in the transducer.Customer Answer
Date: 06/12/2023
I am rejecting this response because:
On November 12th we bought a brand new $75k boat we seen the props was used and Browns agreed to send us a brand new set of FH7 props. We left with a set of used FH-6 props that was damaged but no one said they was off of ****** personal boat. We agreed to send those props back once we received NEW FH7 props which was on the build sheet. We have never had a set of FH7 props that was damaged and needed resurfaced. Browns did tell us that they received a new set and someone dropped and damaged a set.
We do not want their resurfaced and damaged props. We agreed and will send them back once we receive what is owed to us. After all the lies from Browns we feel if we send both sets back we will never receive reimbursement. As for the installation of the transducer, it was not a plug-in job. The bottom of the dash had to be removed to gain access to the depth gauge, the wire had to be ran from the rear of the boat to the dash along with sanding and smoothing the fiberglass under the engine and then gluing it to the hull. We have over 10 hours of work in fixing the electrical problems with the trim tabs, under water lights, courtesy lights and transducer.Business Response
Date: 06/20/2023
The original props had only been in the water two times, at the time ************** performed a water test during his inspection and the moment that he took **************** on his demo. It is believed that the prop was damaged when loading it back on the trailer from that demo ride, by **************. The reason we had those props resurfaced was because they were on back order an estimated delivery time frame wasn't available. We have not received a paid invoice from ****************, once we receive that and the two sets of props that belong to us we will promptly reimburse him.Customer Answer
Date: 06/26/2023
I am rejecting this response because:The props was not damaged when we took the demo ride. You can clearly see where the FH6 props was damaged, they had been welded up and ground smooth. Browns installed reconditioned props on a new boat and tried to sell it to us without telling us.
We will agree to send one set of props back to Browns and they can send us a check for the props we purchased and payment for the depth finder install along with a box and return label for the second set of props. We will then immediately return the props to them as well.
******
Business Response
Date: 07/06/2023
If the original props were damaged and repaired prior to the ******** arriving to take delivery it was done at the manufacture, we never had a reason to nor would we ever attempt to put used props on a new boat. Those came on the boat from the manufacture, and the F6 props are what were taking off of a demo boat so that Mr. and ***************** would be able to use their new boat while we got the F7 prop issued resolved. We will agree that if they will send us one set of props and an invoice for the props they purchased we will refund them for that purchase and with the understanding that they will return the second set of props once they have received payment.
On the issue of installing the harness for the transducer Stingray usually allows one hour under warranty to remove and replace. We were able to have them approve two hours at $85 per hour for the install that **************** performed due to the harness being on back order when the boat was produced. We will pass along that amount ($170) to the ******** along with the reimbursement for the props once we receive that invoice and the props owed back to us. **************** has a return label from us to return the props.
Customer Answer
Date: 07/09/2023
I am rejecting this response because:
I want to make sure that once the 1st set of props have been returned we will then receive payment for props. Once payment has been received and a new return label and box has been sent we will send the 2nd set.I also have sent a copy of the receipt for the props and a copy of the backordered items list from our boat showing that there definitely was not a set of props on the boat. If you have read any of the comments from browns their story has changed every time which proves my case they do not and can not tell the truth. I have also checked rates on boat mechanics and the hourly rates are much higher. I contacted stingray and was told they would never put damaged props or reconditioned props on a brand new boat.
***** and *************************
Business Response
Date: 07/20/2023
It sounds like we're saying the same thing. Once we receive one set of props from the ******** we will refund the cost of the props they purchased with a paid receipt, and with the agreement that once they receive payment they will then send the second set of props back us as well. In response to the other comments, unlike other brands we do not install props on ***** drive boats, or any other boat that we purchase from Stingray, that is standard and is not listed anywhere on an option or build sheet. As far as the warranty reimbursement amount we have applied for a labor rate increase for warranty claims with Stingray but currently it is at $75 per hour. The approved time for the install that **************** is two hours, $150.Initial Complaint
Date:11/07/2022
Type:Service or Repair 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.
Purchased new RV in May and noted during contract items that needed to be repaired. Mainly the power reel for power was loose. Rv has been returned for service 3 times and still havent fixed item. As of today it has been there since 9/19 and when I called on 10/28 I was told they are now starting on it and I would get a call from the manager. This is the third time I have been told this. This was a repair on contract and they have not honored their part of the deal. I want this repaired or return the unit for another one.Business Response
Date: 11/29/2022
******************** hose cord reel fell off and the manufacture had never had this complaint before and therefor they couldn't suggest a repair under warranty. **************** requested an alternative repair method which we have completed. The only other repair that isn't complete is the paint repair to the compartment doors. For proper repair those had to be sent to a paint shop. We received those back today (11/29/22) and we will have those reinstalled tomorrow. After the job is complete we will notify **************** and he can pick it up it at a time that is convenient for him.Customer Answer
Date: 03/16/2023
I am rejecting this response because:Bought a Class A RV on May 16 2022, during closing we noted defects and were asked to take it out for a stay and return to document any other issues. We did, Dropped off RV in July with several issues, and 7 5 months later, issues many were finally taken care of in January 2023. However, One of the issues reported is still outstanding, a broken window shade. Simple you would think. It's a warranty claim, which at a place that claims lifetime warranty, you would think should be simple. It's nothing but a hassle, nearing fraud. I talked with several people there and got just as many stories as to why it has not been addressed. One was actually blaming Fleetwood Warranty. I call Fleetwood warranty and Browns NEVER CALLED OR SUBMITTED A WARRANTY CLAIM. Basically, they have lied and misled me leading to a breach of trust and contract. I want the blind fixed ASAP!Business Response
Date: 03/31/2023
All repairs that **************** requested have been completed with the exception of the Generator/CO detector. We have been working with the manufacture and Cummins/Onan for their recommended repair. At the moment it has been returned to Cummins/Onan for a second time. As soon as they complete their inspection and repairs we will be back in contact with the manufacture to proceed with their recommendation at that point if needed..Initial Complaint
Date:10/19/2022
Type:Service or Repair 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 May 30th, 2022 we completed the purchase of a Toy Hauler, ************ Momentum 28g from Browns RV. My husband went to finish the financial paperwork and walkthrough which turned out to be a very fast attempt to get the camper on the road. Within hours of returning home with our camper we noted damage, defects etc. and immediately reached out to our sales representative **************** of which I have a detailed email documentation. Our experience is not what I expected given the quality of ************ and that this is a new camper. The dealership continues to state, all damages are covered under warranty. We have replied we purchased a new camper not a damaged camper. After reading many BBB reports, yelp and ****** reviews it appears Browns RV has very questionable business practices. To date we have never used the camper. It resides at Browns RV since it was pickup for repair. I have a full timeline of the events leading up to and the current situation where Browns RV has refused to refund us the purchase price of the camper. The amount in question is $63,164.00.Business Response
Date: 10/31/2022
I am fully aware of the issues and concerns that ************** and *************** were having. All items noted were mostly cosmetic and never hindered the use of their new camper. They purchased a brand new camper that had never been used or titled, only shown to other potential customers. There were a few items that unfortunately our service department overlooked during the inspection process. Upon their request we first attempted to locate a repair facility closer to them that they felt was suitable, we were able to find one location that would help, however they weren't willing to use that dealer. We then agreed as a good will gestor to send our Shop ****** to their house so that he could review the items and return it back to our service department. Since that time all repairs have been performed, we inspected it again and it's gone back through our detail department. We notified the customer a several weeks ago that it's ready for delivery and for them to enjoy the camper they purchased.
As is the warranty policy for all manufactures and dealers any repurchase of a product from a consumer due to warranty issues are between the customer and the manufacture. In this case that request has been denied due to the nature of the repairs.Customer Answer
Date: 11/01/2022
Brown's RV continues to use the same canned response they have sent to every organization. The damage they caused to the camper prior to our use in fact has hindered our use as we have yet to use the camper having purchased it 30 May 2022. I am also suspect that some of the repairs are not consistent with the Manufacturer directed warranty repair and they are covering up a hole in the wall with wall paper. Having looked at many reviews from other customers it is very clear Brown's RV has a history of putting the customer last. As a military family our legal office will notify those agencies to warn them of the deceptive business practice that Brown's RV has by selling damaged goods and then placing the blame on the buyer. We expected when we purchased a $60,000 camper that it would not have corrosion on the exterior, a hole in the wall, a broken couch, ripped mattress, stained mattress, back splash falling off, an awning arm with a problem which we only recently found out about, latching issue with the door. For anyone to believe this is normal in the purchase of new camper I would be surprised. Brown's RV will continue to deceive their customers who wait and wait as their warranty runs out or they are left paying interest rates on the high interest loans they put their customers in so that they will get a kick back. They even encouraged us to keep the loan for **** months until we found out we were incurring $100 a month in interest payments and we have A+ credit. We have paid for insurance on a camper we have never used and lost our summer camping season. I would discourage anyone from making a purchase with Brown's RV and seek out any other dealership before going to them. We had hoped for a great experience and it turned into a nightmare. This camper was taken off site and used and damaged and they pushed that onto *************** beware.
Complaint: 18204372
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 11/04/2022
In response to ******************* comments we have never cast blame on them or any other customer on issues unless it was obvious customer abuse, in this case it's not. However the only true damage to their camper was a spot on the wall behind a recliner and a damaged mattress on the bottom side, we have no way of knowing when or how that *** have happened. The rust on the rear of the camper was a factory defeat from not being properly treated prior to being painted, that along with all other concerns have been address and repaired and has been ready for delivery for about a month now. Our service manager has tried to reach *************** by phone to inform her that we're prepared to deliver their camper back to their house and to offer compensation for inconvenience as a good will gesture. She has not returned his call, only an email saying that they will be back in touch. We've performed what is required of us and gone above and beyond that by sending our shop ******* to their house and returning it for repairs and offering to return it back to them along with compensation, that is not required and is not an admittance of wrong doing, a simple good will gesture.Customer Answer
Date: 11/04/2022
I am rejecting this response because: ****************** Characterization of the damage in minimal. It is not a spot on the wall. There is hole in the wall from the chair and ******* chose not to replace the panel that ************ provided as guidance and have covered the hole with wall paper and have yet to respond if this is covered by ************ Warranty given they chose their own solution. At no point has ************ accepted responsibility for the corrosion on the entire exterior panel door and at one point I was told it had to be redone due to using the wrong process. The couch was not delivered broken and most likely resulted in negligence when they took the camper to a camper store. It was recently disclosed in a video that was sent that the awning arm was fixed which we did not even know that was broken. The mattress was ripped most likely allowing something to catch and the water stains are clearly from some sort of moisture issue. The latch on the door was broken, the back splash had to be attached more than one. In response to not wanting to pick up the camper, I have emailed back. I have been in dialog with ****************** attorney who indicated he was going to talk to his client. I was waiting on a response. The last dialog I had with ************** on the phone was his asked, "so all you want is a refund". I told him yes. He did not say anything other than he was going to where ************ was located and speak with ***************************** the Customer Representative. When I spoke with **************** he said ************** never made an attempt to discuss the camper at all. It is evident after reading numerous complaints that Brown's RV refuses to accept they sold us a damaged camper and insist that just because we are the first owner it qualifies as new. In fact it qualifies as negligent care. If we had wanted to buy a damaged camper we would have purchased a used one for considerable less and then spent the money to fix it.Business Response
Date: 11/29/2022
All repairs noted have been completed and we have delivered their new camper back to them. During our inspection we found a couple of other items that we felt needed to be addressed as most all RV's do. If there were any repairs that were in question as to how or when the damage occurred and the manufacture denied coverage we took it upon ourselves to make those repairs at our expense. There are no reasons that ************** and *************** can't use and enjoy their camper, as long as they understand that it's an RV and things can and will break along the way and will require maintenance. They purchased a beautiful RV and it's our hope that they will enjoy it as it's intended to be used.Customer Answer
Date: 11/30/2022
I am rejecting this response because: The camper was delivered with more damage and incomplete repairs to include the paint that was supposed to fix the ramp door was not complete. Also, the camper sits on a tilt and was not addressed in their repairs. It was sent with different tire pressures on both tires. One side was 60 psi and the other side was 65psi when in fact the manufacturer rating is 80psi per tire. We are now having to take it to another location to have the fan cover addressed that arrived damaged and the tilt to see if there is a structural issue with the camper that Brown's RV never addressed. It was annotated on the complaint list. Brown's RV has made every excuse but to admit that they sold us a damaged camper. We could have bought a used camper for thousands less and repaired it for less. I am in direct contact with the manufacturer and they are unaware of some of the techniques that Brown's RV has used to fix the paneling which you can still see an indentation. The camper was also delivered missed k**** to secure the back porch and the couch system was put back on incorrectly and lucky it did not fall on my husband. Once again this is all unacceptable and given the many complaints and reviews against Brown's RV is unbelievable that they continue to retain any good ratings from the BBB. ************** never called us back and continues to use his maintenance advisor who was not available to discuss the camper delivered back to us with damage. The manufacturer has had my husband go under the camper to measure stabilizers all of which should have been done by Browns. We now have an appointment with another warranty department which will once again cause us to use the use of our camper that we purchased brand new, have paid insurance and have yet to use.
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