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Consumer Complaints

This business is not BBB accredited.

SmartFlix

(781) 316-2739

Customer Complaints Summary

27 complaints closed with BBB in last 3 years | 21 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 10
Delivery Issues 9
Guarantee/Warranty Issues 0
Problems with Product/Service 7
Total Closed Complaints 27

Additional Complaint Information

According to BBB files this business has a pattern of complaint concerning renting DVDs via a membership.  Consumers report watching the DVD and returning the DVD within the allotted time period but still being charged late fees, as well as no return label being included in the packaging, resulting in the consumer having to pay for return shipping. Consumers state that the business does not respond to emails inquiring about issues and does not answer the phone. Consumers indicate that they want cancellations of membership done as requested and refunds of late fees for items already returned. On 11/16/15 BBB sent a written notice to SmartFlix identifying the potential pattern of complaint with a request for a business response. As of 12/10/15 business did not respond to BBB's request.


Complaint Breakdown by Resolution About Complaint Details

Complaint Resolution Log (27)

View Complaints Summary by Resolution Pie Chart on SmartFlix

Industry Comparison | Chart

VIDEO TAPES & DISCS-RENTING & LEASING

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.