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Business Profile

Hot Tub Dealers

Aqua Living Factory Outlets

Headquarters

Complaints

This profile includes complaints for Aqua Living Factory Outlets's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aqua Living Factory Outlets has 107 locations, listed below.

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    Customer Complaints Summary

    • 138 total complaints in the last 3 years.
    • 25 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:08/29/2023

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/10/2023 I called Aqua Living @ 419-293-5400 ext 1 for sales. Spoke w/******* ********* Discussed the Hudson Bay Solo SKU#HB-HBSL-1-1 regarding the product itself and delivery. Advised ******* that delivery would need to be made to my garage door, which is in front of my house. Expressed this was contingent on the sale of the hot tub. ******* said he looked at Google Earth for my address & assured me it would be no problem and we would be hearing from the shipper. The sale was made. Shipper sent email stating they would be in contact with a specific date/time for delivery. The email showed front door service. Received p/c from shipper and they said that they were not able to deliver to garage door, only at the road. My response was how am I, a 57 year old man, going to get a 550 pound hot tub off of a busy road and down my driveway. The driveway is gravel, but flat. There is no reason that they couldn't pull in the driveway for front door delivery as their email stated. Advised that they needed to contact Aqua Living and discuss this issue as the delivery to garage door was contingent on the sale. I had left several vm messages/ texts/emails with no response from Aqua Living. My wife called w/ the implication that she was going to buy a hot tub. She actually spoke with *******. After we inquired about the original order I made and delivery issues, ******* hung up the phone -mid phone call. While attempting to resolve this issue and the problems I have had speaking with someone, I am certain this company will not uphold their warranty or their word. Therefore I would like a full refund of the purchase price of $3093.61. I have tried to contact them with no response. I am hoping the BBB will advocate on my behalf to resolve this issue and potentially prevent this from happening to others.

      Business Response

      Date: 09/14/2023

       You selected LTL shipping and received notices of what to expect on both 8/13/23 and 8/16/23, attached. This is in addition to curbside delivery information being available on our website. If you wanted the unit placed, the option for back yard delivery was available. A return is not authorized.
    • Initial Complaint

      Date:08/28/2023

      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.
      Jan. 11: purchased the Dr. Wellness Tranquility G-7 Spa from local store. The company ordered and held the tub for me for four months.
      May 23: tub was delivered to my home charge $550.
      Started to fill the tub. Discovered there was no filter and I could not find info re) what size to purchase. Called customer service and was told all tubs ship with a filter installed and that one would be mailed. This never came. However ,using the information they provided re) filter size I ordered one.
      Filled the tub and noted a daily drop in the water level. By the second week it was clear that a drop of 2 inches per day was not normal. Contacted the local store who said we needed to submit a warranty request.
      July 15: Received email from LPI acknowledging receipt of warranty request.
      After several days of hearing nothing I contacted customer service again. I was customer #24 but waited over 2 hrs until I got someone on the line. Since that time various people at customer service have tried to help me. The bottom line is they cannot locate a technician who will come. At some point a Ms. xxx messaged me that she was taking my case. We had several conversations and she reiterated that they had been unable to locate a technician further explaining that the tub could not be serviced unless all 4 sides were accessible. She stated that once all 4 sides were accessible a technician could be sent. I had the tub moved (added expense) so all 4 sides are accessible.
      August 10: contacted Ms. xxx to let her know the tub was now accessible and asked for confirmation that she received my message. This initial email was followed by two additional emails and two voice mail messages. No response. So, after 2 weeks of no response I called customer service again and was told they are trying to find a technician.
      It has been two months since I contacted the local store with my concerns
      This tub sits empty and unusable. I want what I paid for, a tub that can be used or refund.

      Business Response

      Date: 09/19/2023

      The third party technician advises that he was out to complete the work order on 09/16/2023 and that the issues were resolved. 

      Customer Answer

      Date: 10/02/2023

      I continue to be disastisfied with my purchase from this company. Yes, a third party technician finally arrived and "thinks" he has fixed the leak.  However, This tub has sat empty and unusable for almost three full months while I waited for repairs to be made.  The technician alerted me to the presence of what appears to be aged rodent feces in the cabinet of the tub and speculated that the holes in the tube could have come from an animal chewing on the hoses. I fully expect more leaks to appear and I would like the company at minimum to extend my original 6 month labor repair warranty for an additional 2 months at minimum.  For the tube to be repaired I have had to pay $350 so far for an electrician to disconnect it, movers to move it to a location it could be fixed and then move it back.  i'm waiting on the electrician to return and rewire it at an additional $100 charge. SO, I still do not have use of the tub and and will not know for sure if all the leaks have been repaired until it is finally up and running again ..  As of this date the origional labor warranty has expired although I only had use of the tub for one week before the damage became apparent.  I regret this purchase tremendously.  
    • Initial Complaint

      Date:08/18/2023

      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.
      WE PURCHED THE HOT TUB FROM AQUA LIVING 2 YEARS AGO AND IMMEDIATELY STARED HAVING PROBLEMS WITH IT.THEY SENT SOME ONE OUT TO FIX IT WHO SAID IT WAS THE JETS, AND SENT REPLACEMENT JETS BUT WHEN THE SECOND GUY CAME TO INSTALL THEM SAID OHHH THAT'S NOT THE PROBLEM IT'S SOMETHING ELSE.SO HE CALLED THE MAIN OFFIVE AND VIDEO CHATTED WITH THEM AND THEY COULD NOT FIGURE IT OUT EITHER.TOLD ME TO DO ALL THIS STUFF .DRAIN IT AND PUT ALL THESE CHEMICALSIN IT ..SO WE DID..NOTHING SAME BLACK GREASE RING...SPEAKERS THEN STOPPED AND NOW ALL LIGHTS DON'T WOTK. CALLED AND TOLD THEM ,THEY SCHEDULE PEOPLE TO COME OUT NO ONE EVER SHOWES..SO WE STOPPED PAYING FOR IT.WE HAVE A 7,000 DOLLAR PAPER WEIGHT ON OUR BACK PORCH WE CAN'T REMOVE UNLESS WE TEAR DOWN THE SCREAN ENCLSURE.I HAVE EMAILS AND PICTURES AND VIDEOS OF THE HOT TUB.
      THEY PUT IT ON OUR CREDIT REPORT FAST ENOUGH BUT CAN'T FIX IT !!!!! THEY WOUNT LISITEN TO ME MAYBE THIS WILL GET ME SOME WHERE .

      Business Response

      Date: 09/01/2023

      Customer service is available to review warranty work. The last interactions that are showing are follow ups from your previous case manager in March 2023. Aqua Living does not finance a loan, this would be a separate company. Please reach out to the financial institution that provided this service to resolve. Again, for any warranty work or part requests please submit a warranty ticket through 
    • Initial Complaint

      Date:08/08/2023

      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.
      Purchased 8/19/2022 a TT-150 TUFF spa S/N#1-3240 $4,295, delivered Sept.8 noticed Styrofoam beads in Tubb, Delivery Tech. advised to call in a warranty repair called in WR#42071. Shipped a new 1/2 tub lid. delivered by Freight Semi. I had just had Knee replacement surgery on (/13) wife drove us to meet driver pick up lid on pallet in our pickup @ Sept. 22. Lid stayed in our truck until November 11. we had an engagement to attend on Veterans Day. He arrived to replaced the old lid with the new 1/2 lid, ( came with 2 sets of brackets) He did not know which set to use, I advised I had not idea. He left the old 1/2 cover for us to dispose of. The lid did not fit the tubbs other 1/2 lid and steam was leaking out causing ICE to form on Lid and unit ran constantly. Filled out survey, no response, I called again and another tech. was sent out in December he adjusted the New 1/2 lid but could not get it to fit up with the old 1/2. Advise to put something heavy on the lid to push it against the old one and it might fit. Filled out another survey on Jan. 4th. advising it was still leaking steam. No Response. I had had my 2nd Knee replaced in Oct. and very busy with P.T. for the next several months. After NO response I again made contact is May and was given another Claim #00001110 on June 21,2023. Then I called again On June 27th and got another person who was going to take the case sent him pictures of the ICE on Cover, an of the Bracket on the NEW 1/2 lid had come off and would not fasten back on. kept falling into the tubb. did not hear from that one. Did not hear back from him so I called back he advised he had to send new gaskets to replace old ones. I advised NO, I want to speak to a supervisor , I was transferred to another person who I sent more photos to on 6/29 said she would try to have an answer after July 4th. On July 25th, I again emailed and was advise, new gaskets shipped, disregard awaiting higher up answer. Asked for by last Friday. No response.

      Business Response

      Date: 08/23/2023

      The additional information submitted by the customer is correct. The replacement cover and technician to install have been approved by management. A request to expedite has been made. Additionally, a representative has been apprising the customer of all new information. 

      Business Response

      Date: 10/23/2023

      Additional components have been shipped with FedEx tracking: 704663742251. The technician will be assigned a new work order when the hardware has been received.

      Customer Answer

      Date: 10/31/2023

      tHE CASE HAS NOT BEEN RESOLVED, THEY HAVE NOT REPLACED THE LID AND HAVE NOT SCHEDULED A TECH AS OF YET.THIS HAS GONE ON FOR 1 YEAR AND 2 MONTHS. THEY HAVE SHIPPED 4 BOXES OF PARTS AND SAY THEY WILL ASIGN A TECH. IT IS STILL GOING ON THESE FOLK ARE TERRIBLE TO DEAL WITH, STALIONG CONSTANTLY.

      MY NEXT RCOURSE IT THE ATTORNEY GENERALS CONSUMER FRAUD UNIT! 

    • Initial Complaint

      Date:07/27/2023

      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 ordered this hot tub about 7 months ago. It was going to take 6-12 weeks to get it. I had to call them repeatedly to find out what was going on. I finally received the hot tub, which the paneling around it was cracked, they had to mail me new paneling out. The bar I ordered to help with the cover didn’t come and was on back order, they didn’t know when it would come in. After waiting weeks I finally bought the bar else were. A few weeks ago the hot tub started leaking from a line underneath it. Everything is under a 5 year warranty. I call them and they have no one close to my house to come service it. The one company called me back and said they charge 375 dollars just to come and then an hourly rate. Aqua living is absolutely horrible. I would never buy from them again nor will I ever recommend them to anybody. Now I sit here with an almost brand new hot tub that leaks. Shame on you Aqua and your employees!

      Business Response

      Date: 08/11/2023

      The purchased spa was received and signed for on 11/2/23. The Dr. Wellness Tranquility line comes with a six month Labor warranty as listed in the manual and the website. After a third party technician was hired by the customer, all of the requested components were sent and received on 8/4/23 per FedEx tracking: 633402902801. We have and will continue to honor our written warranty.
    • Initial Complaint

      Date:07/26/2023

      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.
      Purchased a hot tub in March if 2022, since then Bluetooth broken, was fixed in their measly 6 month labor warranty after having me take tub apart to verify correct part. Headrests on back order for the first 6 months, had to use hot tub uncomfortably. Hot tub started leaking a few months ago, contacted LPI and was told it’s probably condensation from the cover, had cover fixed, still have issue. Was told labor warranty up but can have a repair person come out and if it’s a part covered they will cover but that I’d have to take part the tub before and find the problem because their service techs are backed up and won’t come out to investigate and fix the problem. Their customer service stops essentially after the first 6 months. For a $8000 hot tub I’d expect these problems either right after delivery if it was a lemon or right at the warranty mark or just outside. Am I crazy to think a hot tub at this price shouldn’t be leaking this early on? Looking at the BBB and reviews they have sky rocketed in the last 2-3 years and reflect very poor quality on the manufacturer.

      Business Response

      Date: 08/07/2023

      You are correct in the timeframe of the labor warranty. This was provided at time of purchase and is listed on our website. For ease of access, the warranty section of the Dr. Wellness manual is included. We will continue to honor all applicable warranties as written. If a technician comes out to diagnose, which would be the customer's responsibility at this point, we will be more than happy to send any requested components. 

      Customer Answer

      Date: 08/07/2023



      Complaint: ********



      I am rejecting this response because: You do not provide any technicians numbers to call. I have called a few in the area and they do not service your hot tubs or review to service your company and had some choice words to say. All other industries at least put you in touch someway or another with a tech or companies that can help. It just seems like customer services only goes so far and stops with a generic response and having the customer take stuff apart and not helpful at all. I feel like Danielle was very deceitful in sales with the warranty and was raving about how much was covered, and turns out you now have 200+ BBB poor reviews in the past 3 years as well as on other platforms speaking to the decline in quality and service. All I wanted was a hey you still have a warranty, by the way here are companies x y and z that can send out techs at your cost for diagnosis and we will order the parts... but that was too much to ask for as a customer I guess. 



      Sincerely,



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

      Business Response

      Date: 08/08/2023

      Your request is not unreasonable in principle. As a courtesy contact information for a few local technicians has been provided to you. Do be cognizant that this would not be the manufacturer's responsibility, however. Additionally, this account is listed as HQ/corporate as 50+ locations have their reviews and complaints forwarded here.
    • Initial Complaint

      Date:07/21/2023

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We spent over 11k for a product that we have yet to get and the sales person, ***, and his seniors are lying and lacking to follow up. They indicated 5 weeks and we have not received any updates, follow up, etc. It’s the worst experience I have ever experience.

      Business Response

      Date: 08/03/2023

      Your spa has completed detailing and is staged for shipment to your local store. Order updates are always available through the online service portal at or via phone at 423-349-2900, option 2.
    • Initial Complaint

      Date:07/20/2023

      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.
      We ordered a spa on 3/18/2023. They talked us into adding on chemical kits and other items so we would have what we need from the start. They require you pre-pay 100% up front. On 5/8/2023 the spa arrived but was damaged and I was told to file a claim. I have never heard a result of the claim. They also stated we had to pay $150 more than the bill of lading states. I paid it but I mention it because I think it's just more shady behavior from this company. Lastly, they did not deliver the filters and noted it on the bill of lading. I have sent multiple emails, my husband has called and spoken to multiple people. They answer with things like "I'll put them in the mail" "I'll lookin into it and get back to you" and nothing arrives and no one calls back. I filed a dispute with my credit card company on 7/6/2023. I don't have the final results yet. I'm concerned because I let so much time pass thinking they would do the right thing.

      Business Response

      Date: 08/03/2023

      The correct filters were received on 7/23/23 per FedEx tracking: ************. Management has approved a 6 month labor warranty extension concerning the frame per your request. Our chargeback team has been in correspondence with your credit card and supporting documentation has been presented reflecting the remedied situation.
    • Initial Complaint

      Date:07/19/2023

      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.
      Bought hot tub last Memorial Day (2022)
      - [ ] Submitted claim on 12/1/22 “Jsut got hot tub 6 months ago, too is not sealing, can see water dripping out, rubber that seals both sides of top is ripping off already, touch screen rarely works, speakers sound like they’re already blown and hot tub hardly gets used and many other annoying issues going on and need this addressed asap due to winter coming” Assigned a tech on 12/30/22
      - [ ] Submitted Claim on 2/15/23. Tech shipped seals to be installed on tub and solved issues
      - [ ] Submitted claim on 5/23/23 CSR sent spa pack due to code that was being shown and tech came out to install. Once it was installed it failed again with a different code. Came out to adjust “switches” then came out again to check hose lines and nothing since. Tech believes that it’s a pump and stated one will be order and it’s been dark since then. It’s now currently 7/18/23.

      Business Response

      Date: 08/01/2023

      Components were received on 7/28/23 per FedEx tracking: 633402900176. A technician has been assigned your work order and will be contacting you shortly to schedule. 
    • Initial Complaint

      Date:07/12/2023

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I live in Austin TX, purchased Dr. Wellness S16 swim spa from Aqualiving on Jun 10 2022, told I wouldn't need a crane to deliver it (attached PO - Jun 2022). My sales rep from Austin TX disappeared, stopped contacting me. I couldn't get a hold of him for 4 months. I called several Aqualiving offices. By October 2022, I was assigned a sales rep ***** ***** in Houston TX. He said the Austin rep no longer worked there, my order was never placed, but that they had a swim spa ready for me. I told him I wanted to mainly swim in it and keep it cool in the summer. He told me in order to chill it below ambient temperature, I would need to order a spa with a chiller. He said this would allow me to chill it below ambient temperature and to swim in it at a cooler, safer temperature. He had to re-start the order with a chiller. He updated my invoice to include a chiller for $1,995 (attached "Chiller Invoice" with upgrade). My spa was delivered on Mar 31, 2023. I needed a crane that cost $2433.60, which I was originally told I wouldn't need (original invoice). By June of 2023, it was reaching 100 degrees where I live. My chiller wasn't lowering the temperature. I was turning down the temp to the min allowed 70 deg, but the water temp wouldn't lower below 93 deg. I called tech support several times and no one would give me an answer. On Jun 19, 2023 ***** from Tech support said she checked with the engineers and that the chiller will not work because 1) the size of my spa 16x9, 1500 gallons of water compared to the very small chiller 2) high temperature. She told me the chiller is "doing the best it can", to "wait until the temp dropped" and "try adding ice." That's ridiculous. I purchased a chiller and was told it would in fact lower below ambient temp. Aqualiving should NOT be allowed to upsell a chiller on large spas in hot climates. They should re-engineer so the chiller works. I'm seeking $1,995 (chiller) & $2433.60 (crane delivery) I was told I wouldn't need.

      Business Response

      Date: 07/26/2023

      A representative will be contacting you promptly to follow up on your open warranty claim concerning the chiller. Unfortunately, for your delivery a crane was necessary for placement.  This is always the responsibility of the customer.

      Business Response

      Date: 08/29/2023

      There is some confusion. You say the technician did not do anything. He verified the chiller, heater, and pumps all work as intended. Additionally, he provided instructions on how to use the unit. If you have not turned on a function for 2 months, how can you make a legitimate claim that it does not work? A professional came to your home, diagnosed the unit, and advised that it is functioning correctly.

      Customer Answer

      Date: 09/05/2023

      Hello, The technician never verified that the chiller was working as he could not get it to chill, not even one degree.  He told me to leave it on overnight, and it still didn't chill, doing everything he said.  I actually DID have the system "chiller" on for months (April to June) leading up to me trying a new approach late June.  I noticed that if I left the system off, it would actually get cooler than when the system was on.  That's absolutely ridiculous that leaving a system off keeps it cooler than leaving it on, I realize that, but that's what I had to do.  And that's why I filed this complaint.  

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