BBB Business Review

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BBB Accredited Business since

SunTrust Bank

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Phone: (888) 786-8787 View Additional Phone Numbers 919 E Main St, Richmond, VA 23219

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that SunTrust Bank 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.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

908 complaints closed with BBB in last 3 years | 391 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 36
Billing/Collection Issues 299
Delivery Issues 17
Guarantee/Warranty Issues 5
Problems with Product/Service 551
Total Closed Complaints 908

Customer Reviews Summary Read customer reviews

29 Customer Reviews on SunTrust Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 28
Total Customer Reviews 29

Additional Information

BBB file opened: July 10, 1967 Business started: 12/08/1865
Type of Entity


Business Management
Mr. Eric Mann, Virginia Division Sales & Marketing Manager
Contact Information
Principal: Client Advocacy Management, Client Advocacy Management
Business Category

Banks Commercial Banking (NAICS: 522110)

Customer Review Rating plus BBB Rating Summary

SunTrust Bank has received 3.7 out of 5 stars based on 29 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Central Virginia. Businesses may engage in more than one type of business.

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.

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.