Complaints
This profile includes complaints for Ken Garff's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 475 total complaints in the last 3 years.
- 205 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:12/05/2024
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 traded in a paid-for ************ in March 2024 for an older Jeep Wrangler Sahara, and no money was exchanged. The used car sales manager at the time promised that if anything needed to be fixed on the Jeep, I would let them know, and they would take care of it. It needed an alignment, which was taken care of, and the hard top leaked horribly, so the seals needed to be replaced. Less than one week after owning the Jeep, the check engine light came on, so I had the plug-in tester check it. The result was bad O2 sensors that had been reset MANY times and the dealership had passed it for emissions inspection illegally! They then replaced the O2 sensors, but after four times in their shop, it still leaks horribly and now the carpet is growing mold. I've only put 6000 miles on it and the O2 sensors are bad again. I have complained to the dealership, including emailing the **, and now no one will answer me. I want them to find me a Jeep that is comparable that doesn't leak and isn't going to be an issue. The communication has always been horrible and they treat you like you know nothing about vehicles, especially if you are a female. What they did to me is illegal, and someone should be accountable for it.Business Response
Date: 12/18/2024
We have mailed a check to the customer that satisfies his issues. Thank you.Business Response
Date: 12/19/2024
8/26/2024 Customer came in stating she went through an automatic car wash and vehicle began to leak. After further review it was found that the seal on the jeep was broken after re-installing the top improperly after it had been removed. We fixed the seals at no cost to the customer, and we delivered the vehicle to her home,after offering her a rental at no cost. On the same visit a customer claimed damage on her vehicle, after further review we verified that the damage was preexisting.
7/19/2024 Customer stated water leaking into vehicle. We verified that there was a leak coming from the header seal. We removed and replaced the header seal under warranty as it had been replaced a couple months ago, and customer picked the vehicle up.
5/19/2024 Customer stated water leaking into vehicle. We verified that there was a leak coming from the header seal. The leak was fixed and the customer picked vehicle up.
04/09/2024 Customer came in for water leak. We replaced the rear header seals, freedom top seals, and both front door seals. We did repairs at the dealership's expense as he had just purchased the vehicle.
Customer came in she was upset. I spoke with her on her last visit she explained to me that her father was sick, and she didn't have time to come to the dealership. We delivered the vehicle all the way to her home which was about an hour away. We provided rentals at no expense and did not charge for fuel. She wants all the money she paid for her jeep to get a new one but i believe credit and finances may be an issue. I am not sure what to do for her at this point. ***** asked her if she would like him to show her how to install the top and she was very rude and refused. She said she had owned multiple jeeps before and she did not need help. She also admitted to ***** that the top had been removed.
Thank you
***** *******
Service Director
O:************Customer Answer
Date: 12/20/2024
Complaint: 22645879
I am rejecting this response because:Leak was never fixed. Yes I removed the freedom panels only, a Wrangler is a convertible for a reason. I removed the freedom panels to help it dry out due to the mold growing in the carpet.
This is not addressing the issue of the O2 sensors going out again, or the fact that the first inspection had been falsely signed off on. This Wrangler will not pass emissions without new sensors again. The dealership also tried to put the original ten year old spare tire on with three new ones and the ten year old tire was not road worthy. That was remedied quickly as were the O2 sensors in April. I always fueled up the loaner vehicles upon returning them except for the last one. It was fueled up when I went to pick up my Jeep, but when I got there my Jeep had looked like it had been wrecked because the doors were all unaligned. I needed to get back to my father who has stage four cancer and had an appointment I needed to get him to, as I am the main caregiver.
When I went in personally in November and spoke with Mr. ****** ******, he said he would find another Jeep that I could trade into. They showed me one, that I couldn't even get into because of the lift it had on it, and I have heard nothing other than a cash offer of $15K which is ridiculous. I in good faith have been patient, and have only been rude to those who have treated me the same. The motto of "We hear you" is ****, because nobody has heard me yet. I don't know how much clearer I can be. If you cannot fix it, which they have had four opportunities and about two months or more in total accumulated days, then I need a replacement vehicle.
Sincerely,
******* ******Customer Answer
Date: 01/09/2025
I would like my vehicle replaced with a like vehicle (similar options, miles, etc) or I would like to be cashed out for the original price that I paid for the vehicle so I am able to do business elsewhere. Additionally, I have completed maintenance on the vehicle elsewhere that I would like compensation for such as replacing all brakes, headlights, and other aesthetic improvements for roughly $1000.00.Initial Complaint
Date:12/05/2024
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.
On Sept 30th, 2024, my husband and I bought a vehicle for $41857.75 from Texan GMC Buick. The dealership committed to getting the title over to our financer and provide us with license plates by November 30th, 2024. The temporary license plates expired on November 30, 2024, we had not heard from our sales person **** *********** or anyone from Texan GMC Buick regarding our license plates as of November *********, so we went to the dealership on that day and was told that the title had still not been acquired from the previous owner and that we needed to go to the **********************************. The ********************************** was closed. The next day I returned to communicate that looking into information on the matter that we may have the ability to extend the temporary plates because we had no title. The salesman on site said, accounting needed to be notified but it was an easy fix. Our personal salesman told me to reach out to him with a text so he could let accounting know Monday morning and that he would be in touch. As of Wednesday December 4th, 2024, there had been no communication from the dealership, and we could not drive our vehicle because now the plates were expired, and it was not legal to drive it on the roads. My husband and I went to the dealership to ask about any updates on the situation. The salesman told my husband and I we would have to go to the courthouse and attain paperwork to take to the Department of Motor Vehicles so that we could extend the temporary plates ourselves. The salesman stated it was our responsibility and that we could be reimbursed but that it wasnt their job. We asked for a manager, and we were told we could not speak with him. We spoke with someone that may have been the sales manager but was not offered any assistance. They refused to give the name of the general manager. We left with no help from the dealership. We called our financier ****, who stated it was illegal a the vehicle to be sold without a title.Business Response
Date: 01/02/2025
The reason for the delay is the customer who traded the vehicle in lost or did not ever receive the title from *************** We had to apply with the State of Texas for duplicate title, but we had trouble getting a Release of Lien( the State required) from ************** as soon as we got the Release of Lien paperwork from ************** the paperwork to apply for plates was processed accordingly. WE have since overnighted the plates to the customer.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.
Said the price was dropped by other $4,000, but wasn't. Also overstated our income to get us an approval from the bank, while also understating our mortgage payment to make us look good to get accepted. I filled out a paper application and put all our correct income information on it, but they upped my income by $200 a month and my husband's by $500 a month so we would get approved. Reached out to return the vehicle several times because we felt forced into it. We didn't want this vehicle, but they won't respond or let us return. Next step is *** complaint to get something done if we don't hear back.Business Response
Date: 12/05/2024
Spoke with Customer on 12/5 Customer stated that her and her husband could not afford the vehicle. They came in for another vehicle that had already been sold and then ended up buying the explorer. She really is not excited about the vehicle purchase and has decided the vehicle is not for her. We have agreed to purchase the vehicle back from her once the vehicle has been titled into her name so we could purchase the vehicle back from her. We will be working with her on the cancelations of the products also. I told her sometimes this could take a few weeks to get everything taken care of, But I told her I will work with her on the process to make sure everything is done properly for her so she could have a piece of mind of not owning a vehicle that they do not want. We also discussed her concerns with the credit application information that was given. She feels that the income was off a few hundred dollars and also the mortgage payment was not correct. We did discuss that on the application the total mortgage for household was ******* so if you add both the lines for mortgage it is correct for the household. We do have signed copies of a credit application with both signatures that state that all the information provided on this document is correct. We went over this document over the phone, she did agree that she did sign a credit application when in the office when signing all the paperwork. I told her I would look into the income that was noted, but did reference back to the signed credit application that states that all the information is correct. We always want our customers to feel good about their purchase and since she is not happy with her purchase of the vehicle, we will buy back the vehicle from her.Initial Complaint
Date:12/02/2024
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.
We purchased a certified preowned 2020 passport last year with nothing but lies and deception from the start. We were told it was certified and we could take to any Honda dealership for repair. Nope we have to drive an hour from *********. We were told we had a certified HONDA warranty and our vehicle was covered to 100k miles. We scheduled an appointment 3 weeks ago for the following Monday and requested a call back from service to see if they provide a loaner vehicle for repairs. They never called back despite calling three more times and leaving a voicemail each time and calling the front desk and requesting a call back. So we rescheduled for two weeks later to give them Time to call us back. Never happened. So we drive up there today dec 2 for our appointment. I walked in to speak to adviser let him know I had an appointment and what for and that I didnt want any work not covered by warranty done. He looks in computer and says I have no warranty. He said it expired. The vehicle has 86k miles on it and bought it last year. We would have never bought the vehicle if I had known I had to bring to this dealership for work and the warranty was 12 months 12k miles for a certified.Business Response
Date: 12/03/2024
Good evening *****,
Upon reviewing our records, I can confirm that your 2020 Honda Passport, VIN ending in ********, was sold as a Honda Certified Vehicle, which includes powertrain coverage up to ******* miles. However, after further examination, I noticed that the warranty is not currently showing in Honda's VIN verification portal. I have already contacted my Honda representative for additional review and to resolve this issue.
Additionally, at the time of purchase, you opted for an extended comprehensive wrap warranty, which also covered the vehicle until it reached ******* miles. However, please note that this extended warranty was canceled at your request, and a refund check for $3,889.95 (check #******) was issued to your lender on May 26, 2023.I have left you a voicemail and will follow up with you as soon as I receive a response from Honda. Please feel free to reach out if you have any further questions.
Best regards,
**** ****
General Manager
Customer Answer
Date: 12/05/2024
Complaint: 22628366
I am rejecting this response because:
The vehicle is at ******+ now what will the vehicle be at when and if a response is received from Honda. . I made the 2 hour round trip to the dealership on dec 2 and they said the warranty expired. If only they had called me back when I scheduled the appointment 3 weeks in advance and called every day for 3 days and left a callback voicemail then in the 4th day called and asked how to speak to someone in service directly they said you cannot but she will outlet in callback request. Another problem is no courtesy vehicle will be provided and this is our only vehicle.
Sincerely,
***** *******Business Response
Date: 12/06/2024
Mr. *******,
Thank you for your response. I have been in contact with Honda regarding the issue, and we are in the process of addressing it. However, the matter cannot be fully resolved until the open recall on your vehicle is completed. To proceed with finalizing your Honda certification, I will need to schedule an appointment for the recall work to be performed.
I have reserved a loaner vehicle for you and have left a voicemail with further details to assist in scheduling your appointment. Please feel free to contact me at your earliest convenience to arrange a suitable time.
Thank you for your attention to this matter. I look forward to hearing from you soon.
Best regards,
**** ****
General Manager
************Initial Complaint
Date:11/25/2024
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.
Date I took my car is 10/31/2024 To start off my key fob broke went in to Ken garff jeep ask to get it fix they order the key had my jeep towed that same day, started working on it the next day 11/1/2024 said they are requesting more time to program the key that its more work then normal same day I get a text say they will know some more about my vehicle soon that was at closing time did not hear anything back until Monday afternoon when they told me thats my car went into anti-theft mode that my body control module needs to be replaced that is gonna cost me $1360.95 next text I got was on 11/06/2024 sayin the tech is working on my car and that they will update me by the end of the day next day 11/07/2024 I got an update saying the body control module is finished but the key is bad ( thats first key) next update on 11/13/2024 they are gonna start work it the next 11/14 I get an update saying that key did not program either (second key) that now they have to go through ******** vin to get a another key (3rd) after that day I have not heard anything, I went in on 11/22/2024 and tried to talked to a manager no one was around only the advisor and salesman who sold me the car I tired to get answer on whats going on with my car they really could not answer me anything. Its going on 4 weeks with out my car or really any good informationBusiness Response
Date: 11/27/2024
I left a message yesterday to get ahold of ********* to explain the charges. The vehicle will be completed next week when the parts arrive.Initial Complaint
Date:11/22/2024
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.
Bought a 2018 xt5 have been having issues since I purchased the car almost 1 year ago problems started after 2 months car runs bad has transmission issues and wiring issues. I have no heat and was told to bring the car back in December 3rd the car is stalling at lights and stops. I am buying a certified pre-owned that I have had nothing but problems out of I need a reliable car. Not one that spend more time in the shop than with meBusiness Response
Date: 12/03/2024
We are thankful for Mr. ********* business and for him sharing his concerns regarding his 2017 XT5. It is regretful that despite our best efforts to resolve his concerns by providing goodwill vehicle services after the sale, we have still not met his expectations. Each time a vehicle concern arises, the customer expects us to affect a repair, at our expense. That, as with his request for a refund, is something that we simply cannot provide.Initial Complaint
Date:11/20/2024
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 leased a vehicle from Ken Garff Honda of Orem in August. When I received my plates and registration, my name was misspelled. I contacted Ken Garff Honda and have spoken to multiple managers and people in the title office and each time I've been promised a callback that never happened. This has been going on since beginning of October - so nearly 2 months without any callback from them or updated registration from the **** I contacted the *** only to be told I had to work it out with the dealership.I expect a) an apology, b) immediately fixing the spelling of my name on government documents, c) an explanation of what happened, and d) a change in processes so it never happens ******** should never take multiple ignored phone calls to correct the spelling of someone's name on government documents, especially when it wasn't even my fault to begin with. Ignoring customers does not encourage future business and does not encourage spreading positive word about the business dealings.Business Response
Date: 11/22/2024
We are aware of this issue and have been working on it with the State as well as Honda Financial for quite some time. On a leased vehicle, it's not a quick process of getting it fixed so we have been going through the necessary steps to get it changed.
A titling clerk thought "*******" was spelled "*******" and submitted it in the states system that way.
Initial Complaint
Date:11/19/2024
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.
Ken Garff Dealership Disappointed Customer Experience I recently purchased a brand-new F250 from Ken Garff, and while the buying process seemed smooth, the follow-up service has been nothing short of frustrating. When I bought the truck, it had a ding on the back bumper. The dealership assured me this issue would be resolved promptly. However, three months have passed, and despite my numerous calls and conversations with various managers, nothing has been done.Its become clear that Ken Garff is more interested in making the sale than taking care of their customers after the fact. Their lack of follow-through and accountability is extremely disappointing. I trusted them to honor their word, but unfortunately, theyve proven otherwise.Business Response
Date: 11/21/2024
Hi ******, I apologize for your frustration. If there was any damage on a your New truck, prior to delivery, we definitely would address it. I will review your file promptly today, we have a Delivery We Owe form we do on every transaction to ensure any damage/work is notated prior to delivery. Thank you for brining this to my attention, we will reach out to you today to schedule your appointment in our repair facility.Initial Complaint
Date:11/16/2024
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.
***************** was advertising a 2024 ****** 4Runner for ******. When we called to notify them, we were interested in the vehicle. They told us we have to put a $1000 deposit to hold the vehicle. My wife did on her credit card. We arrived to the dealership they said the car was now $50,000 because of add-ons That they had installed on vehicle. I told him I was not interested in the add-ons or any aftermarket parts and asked to speak to the sales manager. I notified them that it was illegal for them to force me to buy anything that I did not want the sales manager along with the sales agents Des refused to remove the markup. I hope you understand this one for a while and my wife started to get stressed out. She needed a new car because her old car was unreliable. We bought the vehicle but forced into paying for the markup when we went to go receive the vehicle, none of the markups are aftermarket products that they said came with the vehicle were working or in the vehicle! We were told to come back at another date so they could activate the tracing device and put all the additional formats in the vehicle. I think the dealership should give us our money back for those markups , Im sure were not the only customers Ive done this tooBusiness Response
Date: 11/18/2024
Hi *****,
I am sorry to hear that you are not happy with the price you paid for 2024 ****** 4Runner. After reviewing the transaction, I can see you paid for a pro pack(wheel locks, cargo try and all weather mats)$1,295; and PLAD TECH: $1,295.00, no markup was charged. What I have been told by the management staff is that these items where communicated to you and agreed with before placing your deposit. Your 4Runner was a very desirable limited vehicle which our dealership choose to purchase from ******** and paid $1,695 to have shipped. No transport charge was passed on to you as the customer. I am open to further discuss and left a message for ******** on Friday, I look forward to hearing from you and doing my best to make you satisfied with your purchase.
Thank You
**** *********
Initial Complaint
Date:11/12/2024
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.
Purchased 2022 RAM 1500 4x4 Laramie with 9k miles in June 2023, full 100k mile warranty. At 63k miles several dash lights came on following an oil change at another certified RAM dealer. Mechanic said there is a recall for *** and *** failure. Was told there is no resolution and would be placed on a waiting list as there is no computer program code available to fix the abs/ebs system that has altered breaking, throttle, steering, blind spot monitoring, forward collision, emergency breaking, cruise control, and 4x4 functions. Was told to trade it in or sell it outright as the company, *****, did not want it back, and would not offer fair trade for liability reasons. Was offered well below fair value for trade. No option to negotiate. No option for loaner vehicle was provided, was told to call ******** direct and deal with them privately. This open recall is dangerous. There was no documentation provided in writing via mail by ******** and was only discovered during regular oil ******************** as mentioned. After which almost caused serious injury to a pedestrian at a local gas station as breaks went out, then came back right before almost hitting the individual. This dangerous recall has forced me to buy elsewhere and loose money left owed on the trade as it was not safe to drive and was considered a liability for *****. I was forced to buy elsewhere for a different vehicle as no option was provided other than buying brand new and much more expensive at ***** and loose thousands on trade in. And sure enough, their sister company ********************* called and txt me asking to buy new without a trade in.Business Response
Date: 11/25/2024
We at the dealership level can not control when recalls are announced on vehicles or which vehicles have recalls. Recalls are handled and announced from the ***. When vehicles are involved in recalls we must follow instructions from the *** for any repairs and must obtain parts when released from the ***. When we did speak with the customer we did offer the option to trade in the vehicle. We use fair market value for all our trades. When we offered fair market value for his trade we did not into account that it had a recall on the vehicle so the customer was not being penalized in his trade value for vehicle having a recall. The customer was not in favor of the value on the vehicle. He also stated that he did not want another ******** product. He stated at the time that he would like a GM product so we offered him the option of our GMC store to contact him. We also stated that if the other dealership did not give him the same trade value that we would still purchase the vehicle for the fair trade value offered. The customer did ask for a long term loaner. We then expressed to him that we had to follow the instructions on the recall notice from the *** and the loaner was not a option for this recall until we have further instructions from the ***. That is when My General Sales Manager gave him the option to Call ******** directly and ask for options for his vehicle. We at the dealership level can not call the *** for recall matters on the customers behalf. The *** would have to speak directly to the customer. They have a customer service line that handles these matters directly on recalls for customers. The customer did call us back a few days later and expressed that he did purchase a vehicle from another location. This would be a *** concern with any recalls that effect vehicles.
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