BBB has determined that Crown Reef Resort meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Complaint When I arrived at the resort I was told I had a handicap room, don't know why. I asked what the difference was, she said it only had a couple grab bars in shower. But in bathroom you had no counter top to put anything on. Bathroom door would not close, broke chair on balcony, refrigerator was in defrost mode and leaked on floor because tray was full of water, had soaked some of carpet. Phone wasn't working properly. They brought up new chair for balcony, and called cleaning service to dry out frig while maintenance man went to get another one. No one ever showed up so I cleaned out frig. They replaced phone. so I thought I could handle staying in room. They did offer another handicapped room 1 floor up, but I thought everything would be OK after they fixed these things on Tuesday, Sept.2, the day I arrived. You had to get on your knees to plug in coffee pot-how can handicapped do this? They were suppose to have performers at the pool on Wednes, Sept.3. They never showed up and they came out at 8:30pm and said they weren't coming and they could not get in touch with them. So I went back to room and the smoke detector started beeping. I called and they said they would send someone up to replace battery. No one ever came. At 4:30am Sept.4, I climbed up on chair and took it off the wall. It had a burnt place on top. I called front desk before I took it down and they said they did not have a night person, they only had a security guard, which came up and said the battery was in wrong and was shorting out and could have caught fire. So I did not get any sleep that night. I was suppose to stay until Friday morning and they said they would give me a free night but would not refund the second night. I didn't want to stay another night in this place. The elevators were so nasty they would almost make you gag. By this point I just wanted to leave and go home. They ruined my vacation, I came there to rest but ended up fixing things. It unnerved me about smoke detector.
Desired Settlement I just want them to credit my last night stay. I do not want a free night because I will never stay there again.
Business Response We tried to make contact with the guest on several occasions to no avail. However, we issued a full refund and left details on the guest's voice mail with contact information if she has any further questions. Delay in response due to management position changes.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I got my refund but I think the only reason was because I contacted the BBB, not delay due to management position changes.
Complaint Theft by deception, non-disclosure, and rude unprofessional conduct by the Crown Reef Resort manager named *****. I wish to file a formal complaint. Theft by deception, non-disclosure, and rude unprofessional conduct by the Crown Reef Resort manager named *****. I wish to file a formal complaint.
Desired Settlement I want a letter of apology and a full refund of my deposit as it was not disclosed to me that I could not obtain a full refund of my deposit if I couldn't arrive on the scheduled date of arrival due to work schedule conflict which I made the Crown Reef Staff aware of long before they took my deposit. I was told there would be no problems with my deposit if there was a work related scheduling dilemma.
Business Response This Concern was addressed 10/2. the AGM spoke to Mr. ****** and granted a refund for the cancellation in the amount of $88.48.Guest was sent a detailed apology and was informed of the credit to his visa card. The guest was satisfied with the resolution.
Consumer Response The company did remedy the complaint to my satisfaction. It is unfortunate however, that I had to resort to such extreme measure in complaining to your department to gain the afforementioned area of resolve. Thank you for your prompt response in this matter. ******* ** *********. XXXXXXXXXX
Complaint Bad experience at hotel. I have tried to contact the resort by email on 8/18 & also by regular mail on 8/22. I have not heard back from the resort from either letter.
My husband & I stayed at the resort from August 9 to August 15, 2014. The condition the resort is being operated in is unacceptable. We paid $1,068.42 for our stay.
We booked this hotel 6 months in advance of our vacation & it was the only one available with the accommodations we wanted (now we know there is good reason it was the only one available). The way the resort is depicted online is totally different than what we encountered. The site bragged about all their new renovations, but in person, lacked any sign of such.
My first complaint is we had to wait until exactly 4pm to check in. My husband & I had driven 16 hours from out of state & arrived at the resort at about 10-11am, which was a lot earlier than we expected to be in town. At any other hotel/resort we have stayed at, they have accommodated our early check in, even if it required an hour or two wait for the room to be cleaned, but never have we had to wait an addition 5-6 hours after our arrival until the exact check in time. We were too exhausted to want to do anything or go anywhere, so stayed in our car in the parking garage. I also want to point out that the front desk is across the main street, near the end of a freeway, which is unsafe & inconvenient.
Once we finally got the call that our room was ready & got out of our car in the parking garage, we were hit with the smell of rotting garbage, which immediately put the impression on us that the hotel was unkempt & dirty. The elevators looked dilapidated & also reeked like rotting garbage. There were ceiling tiles & wall panels missing & they made screeching noises. I am surprised we didn't get trapped in one of them. There was always a long wait & the elevators were always packed full, meaning the 3 elevators for our tower were not enough. Only one of the three elevators had certificates of inspections. It was dated over a year & a half ago. The doors also closed too fast, often closing on guests before they had the chance to enter/exit.
The hallways were also disgusting. They, as well as the parking garage & elevators, smelled like rotting garbage, the carpet was stained & in places, were sopping wet (which we couldn't figure out as we were on the 8th floor). The carpet on our balcony was also stained, which looked like it could have been vomit that was never properly cleaned.
The table in our room had a broken leg, which looked like someone made a half-effort attempt in fixing it by means of a pop cap/can.
The lid for the tank of the toilet was mismatched & too big for the tank, so every time either my husband or I sat down on the toilet, it made a very loud clank noise.
Our balcony door didn't lock. We weren't too worried about someone getting in because we were on the 8th floor, but it is the principle that the hotel is not properly maintained. The balcony furniture was also very dirty, & I refused to sit in one of the chairs.
The tub was dirty. I was looking forward to using the Jacuzzi tub for a relaxing bath, but refused to sit down in it. Our hallway seemed to be a hangout for the housekeepers. It seemed they were always cleaning the room next to ours & were there all day (they also woke us up at about 9am every day with their noise from cleaning other rooms, or rudely/loudly banging on our door to see if we wanted housekeeping that early in the morning). One morning, we heard one housekeeper say to another "don't worry about that bathroom, its fine". This shows lack of care for a clean room.
We went to use the room phones one night (around 10pm) to get more towels sent up. Neither of the phones in our room worked. The buttons on the top half of the keypad were pushed in. There was no dial tone (we checked to make sure they were connected). We tried calling both the toll-free & local number from our cell phone, but
Desired Settlement I want a refund for our stay. I will not accept a complimentary stay, or any other form of compensation. I want the money refunded back to my Visa.
Business Response Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ****@vacationmyrtlebeach.com We are very disappointed with the problems that the Mr. and Mrs. ******* encountered during their stay. The condition that they found their accommodations is unacceptable and we want to express that this is not the standard that we expect for any of our guests when they stay with us. We are very sorry that the *******'s encountered these issues. We have refunded the entire stay to their credit card. We hope that they will give us another chance in the future as we continue to improve our operation.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint the resort has false advertisement, the staff was rude, no management to be found. before arrival i contact the resort to confirm the water park would be open and they assured me it would open on 6-14-2014. a couple days before arrival i saw on the live cam there was no way it would open so i contacted the resort and they did give me a 20% discount. however i never did get to speak to the manager. upon arrival the staff is very unfreindly. once we finally got to our rooms the room itself was pretty nice, but we were put by a wall beside our balcony and could only see one way down the beach. it was down hill from this point! our phone was broken, we were right across from maid station so it was very noisy. once we made it to the pools it was horrible the pools were over crowded due to half of them not working or be blocked off due to construction, half of the hot tubs were shut down. the pool was heated to hot the whole time we were there that didn't feel so great. you couldn't lay out by the pool due to sump pumps running non stop and workers painting literally around us and moving us and asides construction of the water park going they were construction of a cabana or somehting going on. I mean really this stuff could have been done during off season. the whole resort was just filthy dirty parts of the flooring were tore up everywhere, water falls where not working and crumbling down, there where roaches crawling all around the pool areas. it was just a total disapointment for me and my children, they really didn't even get to enjoy the pools because they were so crowded. and to top it all off we were on the eight floor and the elevators were always broke down and we were stuck on one for 30 minutes with a bunch of people and it was very hot. i had tried to contact mananement several times they are never available and never return any calls. i have also emailed Crown Reef and have had no response. the advirtisement said new water park and newly rentevated, it didn't say water park coming soon and it didn't say resort under construction and it didn't say be rentavated. i know we had a 20% discount but i feel my vacation was ruin and we should be given another week after rentavations are complete or complimentary reservations at a sister resort. thank you for your attention.
Desired Settlement i would like a refund or complimentary stay upon completion of construction or at a sister property. thank you
Business Response Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ****@*********************** I want to express my sincere apologies to Ms. ********. We had originally planned on our waterpark opening on June 1, and repeated construction delays caused us to push back the opening a few times during the month of June. Unfortunately by the time we were aware of the delays, many of our guests had already booked with the impression that it would be open. It was a very frustrating experience for us because we knew that we could not deliver what our guests expected of us.
Ms. ******** and her family also encountered additional issues with elevators and around the resort that are unacceptable, and we are upset that these problems came up during their stay. We are taking measures to make sure that these problems are corrected.
As Ms. ******** mentioned we did offer 20% off prior to her stay because she found that the waterpark would not be opened. I am refunding an additional $300 back to her credit card because of the issues that they encountered. Now that we have opened our waterpark, I'd also like to invite Ms. ******** and her family back to Crown Reef so that they can have a great time at our resort. I will also be mailing a letter offering one free night towards a future stay to Ms. ********.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint This hotel is not what it is advertised to be. We booked for the Water Park that was to be open that week and it is not. The hotel is not clean. The main reason we booked this hotel is because of the advertisement of the water park they were opening. We moved our vacation dates to accommodate the opening date. It was first set to open the end of May, then June 1st then the 10th and 14th and kept getting pushed back after we had already booked our time. We have kids and that's what everyone was looking forward too. The water park is no where near being open. We stayed this past week and I am so disappointed in this place! We had an awful week of events. Started at check in. The woman that waited on us was extremely rude. She got a manager to wait on us and she walked off. We got checked in, went to the room and unloaded our stuff. We left and went out for about 30 minutes to grab a bite to eat. When we got back, one of the chairs was moved, The Murphy bed was down and all the linens were stripped off the bed and laying on the couch... This was not like this when we left. If we just checked in, why was someone in the room stripping linens already ??? We called the front desk and they don't know what happened! Our room was supposed to be for 8 people.... If you have 5 people in there, it's not enough room to even move around. There was a love seat that pulled out to a bed and a small table with 3 chairs. That's IT! Looked behind the Murphy wall bed and there was tons of trash and plastic wrappers back there. It was SOOO nasty. Switches on the lamps were broke and missing. The cover off the phone was missing. Elevators were horrible! One of them was broke all week and the other 2 were off and on working. Tiles were falling off the walls of the elevators.. Something happened to our door keys and we had to go back down to the front desk to be reprogrammed 3 different times. Called front desk for bed sheets and blankets, never received them. Housekeeping never had towels, we had to wait and call down about 10pm to be able to get a couple towels. Several of the pools/hottubs were closed all week. Huge Bugs crawling around the pool area. Construction work all week with the Water Park that we were supposed to be able to enjoy last week. Also decided to remove a light pole and start some new construction while we were laying out at the pool, So we had to move and listen to more beating and banging. This hotel is not what it is advertised to be. It is very nasty and it was not like they said it would be.
Desired Settlement Unfortunatly we cannot get our time back that we spent there, but we should be refunded our money. False advertising and the hotel was a complete mess. Listeing to beating and banging all week from the construction of the water park (that was supposed to be done by then), then more construction on the pool deck that someone decided to start mid-week. Trash and dirt behind the bed, where you expect me to lay my childs head. It was a complete waste.
Here is the details for the refund 6/10-6/11 Booked with Crown Reef $ 136.64 6/11-6/15 Booked with bookit.com - Hotel Confirmation number XXXXXX $ 665.95 for a total of $ 802.59
Business Response Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ****@vacationmyrtlebeach.com We are very sorry for the issues that Ms. ******* encountered during our stay. We expected that the waterpark would be open during her time at the resort, but unfortunately we had some construction delays down the stretch that pushed the opening date back beyond her departure date. The check in and housekeeping issues that Ms. ******* endured are unacceptable and we are taking immediate steps to ensure that does not happen again with future guests.
We refunded the one night that Ms. ******* booked directly with the resort and we contacted Bookit to refund the remaining four nights. Bookit quickly confirmed that would be taken care of.
Again we are truly sorry for the problems that Ms. ******* encountered and we hope that she gives us another chance in the future when our resort renovation and improvements are complete.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Was told I would be charged $40.00 For Canceling reservations. Was charger 213.92. I called to cancel less than 24 Hours after making the reservation. I made my reservation 5/12/15. I was to check in 5/15/15. (less than 7 days before arrival.) I was told to cancel I would be charged $40. I called the next morning to cancel because I found out it was bike week in Myrtle Beach and did not want to go. they said I would forfeit my deposit of 212.92. My husband called back to speak to a manager and was told they would call back. They never did. We decided to go anyway. we got to the Hotel, did not check in we asked to see a room because the place was clearly unclean from the outside. Not what was advertised. the room was unclean, dingy and the floor was sticky. we left to make sure we could find another room. it took 2 hours to get about 10 miles because of traffic we finally found another room. nicer and cheaper. we did not want to sit in traffic again to go back so we tried to call 5 times to let them know we would not be checking in. no answer any time. we got an automated answering service. Finally we just left a message that we wouldn't be there and they could rent the room to someone else. I have a huge problem with being told I would pay one thing to cancel, and paying something else. Also I have a problem with false advertisement. The rooms did not look like the pictures.
Desired Settlement I want a refund. I am willing to pay $40 for cancellation like I was told.
Business Response Contact Name and Title: ******* ******, General M Contact Phone: XXX-XXX-XXXX Contact Email: **@crownreef.com Crown Reef Resort's confirmation agreement states the following:By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions.
Disclaimer: All Rates subject to Change Reservation Information and requirements:
Guest must be 21 years or older to register unless accompanied by a parent, legal guardian, or spouse. A deposit equal to the first night of lodging is charged to your credit card account upon booking any reservation. The credit card used for the deposit must be presented at check-in, with matching photo ID. Rates do not include the night resort fee. Canadian reservation deposits must be made in U.S. funds. Rates are based on double occupancy.For each additional person in the room over 16 years of age, there is a $10.00 surcharge per night. Weekends slightly higher. No charge for cribs. Any guest checking in and paying any portion of their balance in cash is required to pay $100 security deposit at check in. Deposit will be returned at check out once room has been inspected. Due to parking restrictions we do not allow guests with recreational vehicles or trailers. Only one vehicle pass is issued per room. No pets allowed. Rates subject to change. Holiday rates slightly higher. Check in time after 4 pm. Check-out time 11 am. Cancellations: In the event of a reservation cancellation, request for a refund must be received at least 7 days prior to scheduled arrival date. Service charge for cancellations is $38.44. Refunds will not be made for early departures if there is not 24 hour notice to the front desk. No refund due to inclement weather.
I understand that during certain weekends that traffic may be more congestive at times and driving can be frustrating. The charge of $213.92 was one nights room rental that was charged to your card due to canceling in less than 24 hours of arriving.
We value all of our customers and would like to reach out and invite you for a complimentary weekend so you can experience our hospitality of our resort and to let you know we do care and want your vacation to be worry free. I will have my assistant send you a certificate to you ASAP. Please let me know if we can help you or if you have any questions regarding this matter.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) We do not want to stay at that hotel. This is not acceptable. We want A a refund.
Final Business Response Unfortunately she made the reservation online and had to agree to the terms and conditions before processing the reservation. We have already reached out to her for a weekend stay that has been mailed out.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I don't see a response. all that will satisfy me is not to pay the charges.
Complaint I thought this was a good place to stay from online perspective however totally different when I got there!!! I checked in on 10/24 was sitting in the room where roaches were crawling on the wall along with spiders...etc We had to move to another room late at night where we has to take additional kitchen items due to new room wasn't equipped with these items. A bag was left where my debit card was taken out and attempted to be used and the only housekeeping had access to the room.
Desired Settlement $266.56 is what I am looking to be refunded from this hotel for the inconvenience and issue with the roaches as well as the fact no one has even addressed by issue on these matters. the executive director has yet to call me back and address my issues.
Business Response Contact Name and Title: ******* ****, AGM Contact Phone: XXX-XXX-XXXX Contact Email: ***@crownreef.com We refunded Ms. ***** for $266.56 as she requested I apologized and left her a detailed voicemail.
Complaint Both aunt/self are disabled. We went to use pools, none met federal/town code for stair depth. Fell, got hurt, we made report, they ignored contact We went to Crown Reef the last week of August (24th to Sept 1st). My aunt and I are both physically disabled. When we went to the hotel pools, we saw it was very hard to get out/in. A day or two into vacation, my aunt fell attempting to get out of pool. Another hotel guest and my husband had to help her out. She was scraped up and bruised. We called manager's desk to report. When they came to our room to take a look at my aunt, they were suppose to give us a copy of report and we were told they would see what they could do - but they insisted their step depth was within code of 7". I watched them go down to pool and stick their leg in water to "measure". They never got back with a resolution to us getting in and out of pools safely. After both my aunt and myself hurting from getting in and out of pools we began to talk to other guests. Another guest fell that same week because of same issue. We decided to buy a ruler and take pictures. Each pool (minus kiddie pool was over 12" in depth from stair to top lip of getting out. We also got a hard plastic step stool to use on steps to make it safer but did not expect the hotel to ignore our needs- when they said they would attempt to help. My aunt did not use the pool for a few days after fall. It basically caused hardship on both of us and our family. I tried to contact the manager after I got home and was told the manager did not work there anymore. I then contacted the assistant manager at least 2-3 times via phone and 2-3 in emails (all of which I have records for) and was not given a reply even once. I mentioned on my messages that I prefer not to have to contact code enforcement or BBB, but they gave no reply. They never sent a copy of the report to my aunt nor did they do anything else to make it possible to make a safe entry to at least one of their pools. They chose not to communicate with me no matter how many times I called or emailed them. I have no other recourse but to start contacting other agencies and if that does not work, we will take legal means.
Desired Settlement Since they chose to ignore our handicapped needs that are covered under the ***, I believe they need to refund our time at their hotel because we could not use their facilities without hardship, pain and suffering. We had hoped and expected they would at least reach out to make an attempt to make things right - but they had several days to make things right and chose not to do so. Their lack of communication just put salt in the wounds.
Business Response We have credited this guest in the amount of $686.36. The guest extended her stay for1 additional night. Ms. ****** will have to incur that charge. We apologized for the inconvenience in the form of an email as we had no telephone number to call the guest directly.
Complaint Authorized a debit for 75.02 card was not charged 3 days later had 174.00 charged 3x to my account which was more than the original price of 150.04 ON Sunday Sept 21st I attempted to book a hotel from crown reef's direct website. I booked two rooms for a 2 night stay for a grand total of 150.04 which required a deposit of 75.02. I hit submit and it did not accept my card. I tried once again and again it did not accept my card. I even called my bank since it was a debit card to ask if there was any alerts associated with my debit card and they told me there were no issues at all. 72 hours later I just got a triple charge hit my checking account for 172.48. This is almost 21.00 and some change more than the actual hotel cost which I had only wanted the 1 room for 150.04 which only required a 75.02 deposit. They have been unwilling to expedite any payment or make this right! They did not have authorization to debit my account this amount or the multiple times.
Desired Settlement I want my overdraft charge of 36.00 from PNC a full refund, an apology on letter head and a voucher for a stay in the future.
Business Response Contact Name and Title: ******* ****, AGM Contact Phone: XXX-XXX-XXXX Contact Email: ***@crownreef.com We apologized to Mr. ******* for the inconvenience. We also granted 4 complimentary nights for his workers that has already been redeemed. We followed up with him and he was fine with the concessions we offered
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) No followup conversation was held
Complaint Aug. 12, 2014 my daughter and I followed the advice of a C.R. employee and took the glass elevator and were stuck in it for at least 15 min.. On Aug. 12th, my daughter and I were advised by an employee to take the glass elevator. We were stuck in it, ringing the bell for at least 15 min. before a guest came and told us she had called for help. We were stuck between the 3rd floor and the second floor. Someone came and we could hear them working on it on a different floor. The elevator suddenly fell to below the first floor and stopped. I thought then that someone would open the doors and let us out. Instead, we sat there for at least ten minutes when suddenly the elevator shot straight up to the tenth floor. If you have ever seen a movie where the elevator cables snap and drops straight down, killing all inside, that is what it was like-we both felt as though it would drop to the ground and kill us. The doors finally opened on the tenth floor and we got out. My daughter was having an intense panic attack so we had to drag all our things down nine flights of stairs to the garage. That was the most terrifying experience I have ever had. No one came to help us, no one asked if we were okay, no one helped with our luggage, cooler etc. NO ONE FROM THE HOTEL CARED! No one put a sign on the elevator stating it was broken so no one else didn't experience that horrific feeling we suffered through. I have not heard a thing from the company and am more than ever ready to sue them for reckless endangerment of our lives and their ineptness for not keeping their elevators in good working order, despite their knowledge that the elevator had been broken for a long period of time before that day. It should have been tested and re-tested numerous times before allowing guests onto it. I will NEVER return to this hotel again. Even though it supposedly had gone through a recent remodeling it was obvious while looking around that it had not been taken care of for many years. The dinginess and lack of care were evident every where you looked things were in need of repair, cleaning or a complete overhaul. The elevator was a priority they neglected the most, endangering lives, not just one's health.
Desired Settlement I not only want my money refunded but I am still consulting with my lawyer as to whether a law suit is in order. Their carelessness could have cost the lives of not just my daughter and I but any other guest who stepped into their elevators. They should be fined by the state of South Carolina for their negligence and the elevators should be monitored to make sure they are safe at all times. Being an older building with continues corrosion from the salt air they might need to be replaced.
Business Response While we regret the issue that Ms. ****** encountered during her stay, we do not feel that she is due compensation. We have been unable to recreate the problem and the elevator company is insistent that these elevators are designed so that this type of situation could not happen. While elevators can occasionally get stuck, we accommodate up to thousands at a time and have not had an issue like this. We will continue to monitor as we always do to maintain the safety of our guests, as that is a top priority for us.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The Crown Reef's own worker told us the glass elevator had been broken for a long time before it had supposedly been repaired. CROWN Reef is lying. There was some maintinence person who got us out of that broken elevstor. There were also guests who were on the tenth floor when ee exited the broken elevator who we advised not to get in the elevator.
Final Business Response We want to reiterate our regret over the issue that Ms. ****** encountered during her stay, however we maintain our position that she is not due compensation. As mentioned in previous communication, we have been unable to recreate the problem and the elevator company is insistent that these elevators are designed so that this type of situation could not happen. While elevators can occasionally get stuck, we accommodate up to thousands at a time and have not had an issue like this. We will continue to monitor as we always do to maintain the safety of our guests, as that is a top priority for us.
Principal: Michael Kolcun (General Manager)Antonio Cole (Assistant General Manager)
Micki Anderson (Executive Assistant)Ms. Deanise Arrowbod Mr. Craig Conrad Mr. James Creel Jr.Ms. Alicia Creel Bame Mr. Rick Dorman Mr. Tim Johnston Mr. James Malagese Pess Pariseau (Front Office Manager)
Number of Employees
Hotels, Restaurants, Cocktail Lounges
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This company offers hotel/resort with restaurants and lounges.
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