Complaint Unethical sales practices On 3/12 my husband & I went to Lundgren. We drove 3 vehicles, a 2016 HRV a EXL CRV and a LE CRV. The EXL had leather seats that I was not interested in. The saleperson, Riley C.********, assured us that the only difference between the EXL and EX was leather seats and navigation. We asked if the EX had XM radio. He said it did with 90 trial period. We sat in the 2016 with Riley and decided to purchase the vehicle. We did not turn on the radio to see if it had XM because we believed Riley. We didn't check the heat, air conditioning, etc., we believed the vehicle was what Riley said it was. We would not have purchased this vehicle if we had known it did not contain XM radio. Riley knew this. We picked up the vehicle on 3/14. I drove away and immediately returned because I couldn't find the XM radio. Riley said he would show me, came to my vehicle and couldn't find it either. He said "Oh,I guess this model doesn't come with XM radio." He assured me that the dealership would "make it right." I called him on 3/16. He called me on 3/17 and said he spoke to **** *** and they could install it for $200. I went to **** *** on 3/19 and was told it would cost approx. $800. I brought the **** *** estimate to Lundgren, Christine C.***** sales manager took a copy and said Bill C.******* gen.sales manager would call me. He didn't call Brian called and after a few phone conversations said Riley had told him I said I would pay for the XM radio and that Lundgren would reimburse me. I didn't tell Riley that. After a few more converstations with Brian L.******* offered to pay for the **** *** radio. I called Lundgren again trying to speak with Bill C.*******, Christine said he wasn't available, that she'd tell him I called and hung up on me. I wasn't getting resolution with Lundgren so I called Honda, XXXXXXXXXX and filed a compliant #XXXXXXXX. I have had numerous conversations with Daun, the case manager. She continually tells me that the dealership will call me to resolve and they don't. In my last conversation with Daun she said this issue is at the dealership level.I took that to mean Honda is not going to help even though it is their dealership that has false sales practices. She also told me that Lundgren was no longer willing to pay for the **** *** radio either. I have tried to resolve this first with Lundgren and then with Honda with no success. The dealership presented a product to me and misled its qualities. And Honda has not done their due diligence to resolve this matter even though the dealership represents their brand.
Desired Settlement I would like the factory radio, with XM, installed in the CRV EX I purchased at no cost to me. I would like the vehicle to be as Riley presented it to be at the time of the sale.
Business Response We replaced the car and satisfied the customer. She has posted positive feedback on social media as a result.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Lundgren Honda replaced my car with one that has XM radio.
Complaint Dealer has refused to fix issues that should be covered under the 60 day warranty. I purchased a 07 bmw ***** from lundrgen honda on 12/20/14 after trading in a Honda Accord. Sale went smooth and all employees were very helpful. Shortly after purchasing the car I noticed that the primary screen that displays things such as music and weather controls amongst other important features of the vehicle were faded and impossible to read. I went back and talked to sales rep who dealt with the sale. He looked at it and assured me that it would be covered under the 60 day warranty. he told me that the car would have to be brought to me for repair and they would take care of everything including giving me a loaner vehicle. I set up an appointment about a week later and when I returned to pick up my vehicle **** was gone and they other person behind the counter told me that the issue wasn't covered because it wasn't going to be covered because it wasn't a safety or mechanical issue. Next day I contacted *** and he said he would talk to his manager and promised me he would have it fixed. For the next month or so he continued to ignore my phone calls. When I finally went there in person he told me his phone had been shut off and he had been sick. He told me not to worry and assured me he would call me tomorrow as soon as he talked to his manager. Days later I was finally able to contact him via phone and he told me it was indeed covered and told me to call the flowing Monday becaus they were booked all weekend. I expressed concern that the 60 day warranty was nearing an end, he said not to worry about it and he would make sure the issue got fixed. Again he began to ignore my calls. Once again I showed up and asked to speak to his manager, ***********. He informed me that mr. ********* had been fired because of numerous complaints against him. Mr.******* told me he would talk to his boss, ************ and told me he would do his best to get back to me in a few days. After months of hearing excuses and playing phone tag I was finally able to talk to ************. He told me there was nothing he could do and that it wasn't a safety issue. In my opinion it most certainly my is a safety issue. If I can't adjust the heat and air, among many other features of the car than it absolutely becomes a safety issue. I called bmw and it costs around Over $1000 to replace the display. I am very disappointed that I am now stuck with an expensive luxury car that I worked hard to pay for and I can't even use basic features of the vehicle.
Desired Settlement I would like lundrgen Honda to cover the costs of the repairs to my vehicle as originally promised. I feel I have been duped.
Business Response The implied warranty on this car only covers safety items. The component described it not safety related and does work, just not as well as new. Should the customer choose to find a less expensive way to repair the car, a used part maybe. Lundgren Honda may chose to participate as a goodwill gesture.
***** ******* - ******* *******
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) It most certainly is a safety issue. The main display that not only displays entertainment but other important features of the car such as service information is completely unreadable. It does not work at all. It is very distracting while driving. I was promised that this issue would be fixed. The part has to be ordered directly from bmw from what my research has discovered. It's not my job to go around looking for a place to fix an issue that they were suppose to take care of.
Final Business Response As we stated, I am happy to take a look at it and look for options to repair. I can have someone call you if you like.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Although they have already looked at it several times now if they are willing to contact me and set up an appointment to have it looked at again that would great.
Complaint On January 15 2015 I brought my 2007 Honda Ridgeline in to get a power steering leak checked out. I was told that the factory clamp on one of the power steering hoses was no longer holding the hose from leaking. They replaced it and $305.34 later I was on my way. Several days later I noticed there was power steering fluid on my driveway so I headed back to Lundgren Honda and this time I was told that the clamp was not effective any longer and they would install a new clamp that was new and improved. They had me on my way within an hour or so. Several days later I again saw wet spots on my driveway and again I went to Lundgren Honda for a third time. After an hour or so the service rep came to me and informed me that the problem was not a clamp after all but the metal on one of the lines was pitted and it had to be replaced. Estimated time was 7 hours labor and a total cost of 1200 dollars. I asked if the 300 dollars that I already paid would be deducted and was told that they would do me a big favor and credit me with 150 dollars off. Wow! how generous. The price just didn't sit right with me and I told the rep that I would get back to him. I checked with a local mechanic and he did the job for a price of 150 dollars, labor and materials includedno problem. No leaks, No lie's ,No grief.it took him an hour and fifteen minutes to do the job. By the way the factory clamp that was new and improved can be purchased at Home Depot for 59 cents its just a regular hose clamp. I was also told that the steering rack had to be removed to do the job that was also a lie. The line was easily accessible from under the vehicle. I feel that Lundgren Honda not only acted unprofessionally in this matter but that the charges where excessive and the problem was not handled as it should have been.
Desired Settlement Total refund of $305.34
Business Response It sounds like he repaired the steering rack instead of replacing it. The rack is not a serviceable part. Proper repair is replacement.
That is the response from our General Manager
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The condition of the rack was never a factor in the repair of the leak. The only time the rack was mentioned was when I was told that it had to be removed to repair the leaking fitting. If the rack needed replacement why was I charged three hundred dollars to replace a line clamp? Ever sense I had the line replaced the leak has not been a factor.The rack was not the problem to begin with.I was under the truck when it was on the lift and saw that the line that was leaking was easily accessible.If the rack was the problem why was I told 3 time the problem was a faulty clamp? Someone is playing games here and it isn't me.If needed I can get a complete repair report from the mechanic that repaired the Ridgeline.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I feel that this is the best offer that I am going to get. I will take the offer but I feel that I am right in my judgment of what transpired.
Final Business Response I am willing to reimburse half of the $305.34. We stay firm that a rack is needed and will be happy to show customer. The repair that someone made to stop the leak, was a repair to the rack. Per Honda, racks should be replaced not repaired.
Complaint I had purchased a car from Lundgren Honda of Auburn and immediately told them that my keyless entry pad was broken. They failed to fix it as promised I had bought a 2013 Ford Fusion from Lundgren and before I had signed papers I had pointed out that the keyless entry pad to the car didn't work due to a crack in it that was already there. After being told not to worry about it that they would fix it for me, I bought the car.. To my surprise they later told me that they would not fix it because I didn't say anything about it before. I had called the ma I was working with and told him several times and left several messages about it only for him to tell me that it wasn't his problem anymore. I bought the vehicle on Febuary 20,2015. They shouldn't have been selling a car that wasn't completely working in the first place and now they are telling me it's not their problem after I have repeatedly made it known that I wanted it fixed because that's how the car was then I came into it. The vehicle warranty was until 36,000 miles which I have reached in that amount of time since I have bought the car. However they told me it would be fixed and not go against my extended warranty that I had pit chased because again, that's how the car was when I bought it.
Desired Settlement I want my keyless entry pad fixed at no charge to me like I was promised when I bought the vehicle.
Business Response Ms. ******* worked with management to resolve issue.
Complaint Brought my car in to be fixed. Service said it would take an hour and a half to fix it. Took them 45 min. Charged me for 1 1/2 hours. Took my car to lundgren Honda on 3/14/16 because my check engine light was on. Lundgren took it in and told us what the problem was. They quoted us for $226 to fix it. Said it would take 1 1/2 hours of labor and the 1 1/2 hours was added into the $226. I also had them do an oil change and a tire rotation on top of the $226 worth of work. It took their mechanic 45 minutes to fix my car and do the oil change and tire rotation. When my husband went in to pay, they told him $226 + $75 for the oil change and rotation. My husband said its not $226 because it didn't take you 1 1/2 hours. It only took you 45 min. My husband asked to speak to the service manager. ***** **** (service manager) came out to speak to my husband. Told my husband that the 1 1/2 hours of labor is a flat rate even if it takes 10 min. My husband asked to be shown where it says that, they failed to produce the paper. The service manager then told my husband he'd prefer "not to do business with someone like him". I am disgusted in this business. 2 years ago I bought my first car from them. Now I take my car in for repairs and get treated like this. Something needs to be done.
Desired Settlement I want the 45 min of labor refunded to me immediately.
Business Response We at the dealership are a little confused at where the breakdown is. I, the service manager, explained to the customer that the service labor guide is set in place to protect the consumer, it is not a Lundgren Honda guide, that this guide is used throughout the country at every dealership. For this particular job the labor guide quoted a half hour for the removal and replacement of the oil pressure switch. I asked the customer had I given the job to a lesser experienced technician and it took him 4 hours would he have been ok paying the 4 hours of labor? Of course he said no. If that were the case I would get rid of every good technician. Looking at when the Repair Order was written and closed, it was written at 2:15 and was closed when the vehicle was finished at 4:45 which is right on the customer copy of their paperwork, simple math, that puts them at our dealership for 2 1/2 hours. Labor time for oil change is .3, labor time for tire rotation is .3. 1.9 hours in labor is what remains in the time they were here in the dealership, we charged them 1.5 hours in labor for the check engine light repair, 1.0 hour for diagnostic (which customer approved at the time of write-up) and 1/2 hour for replacement of the part. I asked that he not return to the dealership because when he was done talking to his grandmother, I believe, on the phone who was paying for the repair and him cursing us out to her, I tried to explain this all to him, he started to yell and be belligerent in front of other customers, I asked that he calm down, he did not so I politely asked him to leave and if this is how he is going to act I would prefer not to work on his vehicle.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This dealership is a joke. End of story. I will never send anyone I know there again. We will use **** ********.
Complaint customer negatively financially impacted due to mis-diagnosis of service technician. I brought my wife's Honda ******* to be diagnosed - the windows would intermittently work. While they were doing some other work on the vehicle (oil change, recall work, etc.) they came to me and said they found the issue- a bad window control switch. They said they swapped it out for a known-good switch and it started working. Cost: about $230. They ordered the switch and I picked it up a day or two later. Since it was a very simple install, I wanted to save some money and decided to install it myself...very easy, 4 minutes, 4 screws. Part didn't fix the issue. I called the service people while sitting in my car and said the part didn't fix the problem. They told me to bring it back in, which I did. They diagnosed it some more and found that it was a bad wire in the wiring harness in the door. Cost: about $65.
They won't return the part I paid $230 for. I pointed out that it was because of their faulty diagnosis (bad information) that I made the decision to buy the part in the first place. They claim it was an electronic part- which they do not allow returns. (It was also in perfect working order and which they could verify I am sure).
I said if they did the service, they would have used the same part, finding that it didn't resolve the issue and that they would not have passed on the cost to me.
They provided a diagnosis service and are not taking responsibility for providing bad information- which is the impetus for me purchasing a part.
They made an explicit claim: the issue with the car is the switch. This was false.
I have been negatively financially impacted due to this false claim.
Desired Settlement I want them to return the part and refund the purchase price.
Business Response The customer came in on 1/16/16 with a complaint that his window's were inoperative. Our Master Certified technician confirmed this issue that the windows were inoperative from the master window switch. The master technician then checked operation from the individual window switches on the right front door, right rear door, and left rear door, windows worked as designed. Technician checked for power to and from the master window which had both. Technician swapped master window switch on the left front door with a know good switch and tested operation, windows worked as designed with known good switch. This lead us to believe that the master window switch was faulty and needed to start by replacing said switch.
Customer came back one week later and purchased the master window switch over the counter from our parts department and also installed himself. On his receipt of the purchase it states and I quote "NO RETURNS ON ELECTRICAL OR SPECIAL ORDER PARTS"
Customer came back in on 1/30/16 stating his windows had stopped working again shortly after he installed the master window switch. We diagnosed this concern further as a broken wire in the harness that goes to the switch. The customer was upset about purchasing the switch and then having to repair the broken wire. I explained to him that we have to start with what we know, we knew that the windows were not working when it first came to us, we knew there was power to and from the switch, we also knew that once we put a known good switch in that the windows worked. I explained we need to start with the obvious, which at the original time was the switch. I empathized with him, I told him I would not charge him for the diagnostic on the broken wire and he only pay for the repair. I also explained to him that unfortunately once electronic parts are installed in a vehicle that Honda will not take them back which is also stated on his parts receipt.
Complaint I went to have my air bags replaced, due to a recall, on July 27,2015. When I went to pick up my car, I noticed that my brakes were making a clicking noise when I stepped on them. I went back in to the dealership, told one of the service guys, and they told me that someone will look at it in the morning. I called the guy who I dealt with the next day. He said that there was no way anyone touched the brakes. I was in tears and telling him my car was just fine before I brought it in . He said there was nothing he can do, and basically calling me a liar. He also told me that they can diagnose it, but will charge me. I took my car back home. The next day, I went to use my e brake. Noticed that was broken too. Before I even brought my car to Lundgren for my air bag recall, my boyfriend, who has been a mechanic for over 20 yrs, went through my whole car to make sure everything was ok and working just in case something did happen at the dealership. He's worked at one and he knows what goes on when you drop your car off at these places.
Desired Settlement I would like my car fixed, at no charge, due to the negligence of the person at Lundgren Honda. Their address is 163 Washington St. Auburn, MA 01501. Their phone number is 508-832-6200. I spoke with Chris ******** and his boss.
Business Response Lundgren Honda was not in the area of the brakes or emergency brakes. Technician was working only in the area of the airbag and steering wheel.
Complaint TEST DROVE 2012 ****** ** AND NOTICED SHIMMY IN STEERING WHEEL-ASKED SALESPERSON TO HAVE TIRES BALANCED. I PUT A DEPOSIT ON VEHCILE THAT NIGHT BUT DID NOT GET VEHICLE UNTIL 5 DAYS LATER. SALES HAD E-MAILED ME BEFORE THE DELIVERY TO TELL ME A WORK ORDER FOR THE WHEEL BALANCE WAS PUT IN. WHILE DRIVING THE CAR HOME THE NIGHT IT WAS DELIVERED THE SHIMMY IN THE STEERING WHEEL WAS STILL THERE. I CALLED BACK AND REPORTED IT TO THE SALESMAN AND SERVICE DEPT. GOT AN APPT THE NEXT DAY AND HAD THE SERVICE MGR TEST DRIVE IT WITH ME. HE SAID HE FELT THE SHIMMY AND WOULD KEEP THE CAR OVERNIGHT TO CORRECT THE PROBLEM.I WENT BACK THE NEXT DAY TO GET THE CAR AND WAS TOLD THAT HE FOUND A BEND IN THE RIM AND BUBBLE IN THE FRONT RIGHT TIRE AND REPLACED BOTH. HE SAID THE SHIMMY WAS STILL THERE BUT NOT AS BAD-HE SAID IT WAS PROBABLY THE ROAD CONDITIONS AND THAT A REPAIR ORDER WAS NEVER WRITTEN PREVIOUSLY TO BALANCE THE TIRES. AS I WAS DRIVING HOME I COULD STILL FEEL THE SHIMMY. CALLED THE SERVICE MGR BACK AND TOLD HIM I COULD STILL FEEL THE SHIMMY BUT WANTED TO TAKE IT TO A SHOP OF MY CHOICE TO GET IT CHECKED OUT SINCE THEY DID NOT CORRECT PROBLEM AFTER I REPORTED IT TO THEM 3 AND ****** THERE SAID THE WHEELS ARE OUT OF ROUND AND THE TIRE PRESSURE WAS LOW ON ALL 4 TIRES. I ASKED LUNDGREN TO REPLACE THE OUT OF ROUND WHEELS AND PAY FOR THE 4 TIRE BALANCING BUT THEY REFUSED. I WAS TOLD THEY WOULD BUY BACK THE VEHICLE BUT I WANT THE PROBLEM FIXED INSTEAD. THEY SAID IT IS NOT A SAFETY ISSUE AND NOT COVERED UNDER WARRANTY. I ALSO CAUGHT THEM CHARGING ME MORE SALES TAX THAN WHAT THEY SHOULD HAVE AND TRYING NOT TO GIVE ME BACK THE DIFFERENCE FOR TRANSFERRING MY PLATES WHEN THEY CHARGED ME FOR NEW PLATES. I WANT 4 NEW WHEELS AND TIRES BECUASE THE OUT OF ROUND ISSUE CAN DAMAGE THE TIRES AND WANT TO BE REIMBURSED FOR THE BILL FOR KELLY'S TIRES.
Desired Settlement 4 NEW WHEELS AND TIRES AND REIMBURSEMENT FOR THE INVOICE FROM KELLY'S TIRES.
Business Response We have a file full of interactions and emails with *****. Long story short, we did some work on ********** after the service manager when on an extended test drive with the customer. After that work, ***** continued to believe there was something wrong with her car despite us being able to find anything else wrong. She then took the vehicle to ******** tires in ******* ** where they suggested that 4 new Michelan tires where what she should buy.
Our service manager called the owner at ******** to discuss the vehicle. During this conversation the owner of ******** noted that they had never test drive the car. Which seems like they are actually the ones trying to take advantage of her - so with out any conclusive evidence we can not "fix" a car we can not find anything wrong with.
On ********* in email, we offered to buy her out of her car and if she wanted to - we would help her get into another car her. She could also opt to be refunded what she purchased the car for. She declined. We can not fix something that we can not diagnosis as wrong and that is what she is asking of us.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) All wheels on the vehicle are out of round and were tested by ******** **** which is a family owned respectable business -to prove this. This is causing uneven wear on the tires. The front end shimmy has been there the whole time and is still there and I want the wheels and tires replaced. ******** is not a wheel and tire expert and after taking the car back 3 times for the same issue they should have come to the conclusion that the wheels and tires should be replaced. They just do not want to spend the money to correct the issue. If I have to take is somewhere else to prove this -I will. No one is taking advantage of me except Lundgren Honda.
Final Business Response Lundgren Honda made her an offer, despite us being so sure there is nothing wrong with her car. We would have refund her the entire amount of her vehicle, at which point she could walk with the money or she could purchase any other one we had in stock. She opted not to take advantage of what we offered.
We have a 5 day refund policy and 30 exchange policy with all vehicles sold at Lundgren Honda. This offer had been made outside the terms of that arrangement in a gesture of commitment of customer service at that time. Now, at this time, we are no longer able to continue a offering that deal as we do not know to what extent the vehicle has been driven which could drastically effect the value of the car. However, if she is interested in pursuing an option like that we will gladly set her a time with the used car manager to look at her vehicle and see if we can come to an arrangement.
We appreciate the assistance of the BBB and the feedback provided by the customer. After reviewing our response regarding the third party shop its not within our ability to diagnosis what happened there - but no harm was meant by that statement. Test drives are one of the single more important tools we have in diagnosing the issues presented in a vehicle. Test driving provides us the information we need to make the proper diagnosis and solution and decide what is the best purchase for the customer to alleviate their problem.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Lundgren Honda was made aware of this problem when I test drove the vehicle. I brought it back 3 times and they did not correct the problem. They say there is nothing wrong with this car...why is it shimmying? The tires are getting worn unevenly because of this problem and I want Lundgren to replace the wheels and tires. Lundgren just keeps pushing this issue out -it's been 4 months and I have no idea what else is getting damaged because of the shimmy. I am getting tired of going back and forth with them and demand they correct this issue ASAP.
Complaint My information was sold to a third party On ******* *** 2013 I visited Lundgren Honda for a 2012 ***** ****** The sales person was **** after my visit, even though an application went through, I never drove off the lot with the car. However, Lundgren sold my information against my knowledge to ****** ** and ******* ********** ****** see attached documents. On the documentation you will see my name and a 2012 ***** ****** I do not own a 2012 ***** Civic and Lundgren was the only dealership in which they said that they could not lease me a 2013, so went through with the paperwork for a 2012.
Desired Settlement I plan on leasing my fourth ***** ***** in early 2015, so I hope that gives Lundgren enough time to make sure that my information is not sold again to third parties without my consent. This, in my opinion, is a breach of privacy. The only entity that was aware of my potentially leasing a 2012 ***** ***** was Lundgren, so the question comes down to why Lundgren sold my information to these third parties without my consent. Please stop sending my information to third parties - it's not public information.
Business Response Thank you for bringing this concern to our attention. It is not the practice of Lundgren Honda to sell customer's information to third parties. Since the incident took place in ******* 2013 any further response would be speculating as we to what happened, or what process broke down. We deeply regret the trouble this has caused you and hope to show you a world class experience if given the chance the next time you are in the market. We have received no other feedback regarding situations like this in the last 12 months that come to mind and believe our current team is the best in the field today for all our customer's needs. Lundgren Honda
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