BBB has determined that Boingo Wireless, Inc. 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 Boingo Wireless charged my PayPal account for June and July 2016 whereas I did not use or order any service from them. Boingo Wireless charged my PayPal account twice for $9.95 each during the months of June and July. I did not order or use their service during those 2 months. I called them a month ago and was told that a refund will be made. They did not make any refund and I called back today. The agent I talked to, after several attempts to refund my money, said that because of their system requirements the money cannot be refunded that I lost it.
Desired Settlement The only resolution possible is the refund of the money back to my PayPal account or a check in the amount of $19.90.
Business Response Hello ****,
We do apologize for the inconvenience and frustration you have experienced. Here at Boingo, we strive to provide the best customer service experience possible. We have refunded your account a total of $19.90 for the 2 months. This should appear in your PayPal account in 2-3 business days. Again, we apologize for the inconvenience. If you have any further questions, dont hesitate to call.
******* Customer Care
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable. On September 29, 2016 they stated that a refund in the amount of $19.90 will be made back to my PayPal account. The refund has not been made to this day (10/10/16).
Final Business Response Dear ****,
We have confirmed with Paypal that a courtesy refund in the amount $19.90 was issued back to your account. Your confirmation number is XXXXXXXX. Please let us know if we can be of any additional assistance.
Boingo Customer Care Team
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) $19.90 has been refunded to my PayPal account and posted as of yesterday; I've already check for accuracy. I'd like to take this opportunity to thank the Better Business Bureau; I now know to whom to turn to when a business does not act with integrity. Sincerely.
Complaint Consistently poor quality of service, no response by customer service, pricing Since February of 2016, Boingo has advertised "Expanded" wi-fi (as opposed to "Standard") offering speeds up to 30 Mbps vs speeds up to 3 Mbps. I rarely get speeds above 5 Mbps. When asked about the issue, I've gotten a response one time out of five - where the one time was a "we're working on it". There has been no improvement to service: on most days, my data speeds will be in Kbps with latency so bad that it renders the service itself useless.
Account:********* Payment: $50/mo by credit card
Desired Settlement If Boingo is not going to improve their service, I at least need credit. Boingo has a monopoly on military bases, and we have no choice in providers.
Business Response Hello ****,
Thank you for your feedback. We apologize for the inconvenience and quality of service you have experienced. We do see where you have called in to address connection issues. I do also see where we did have some tickets that were opened with our Network Operations Center. It looks as if those issues have since been resolved. We like to speak to our customers to troubleshoot live so we can further investigate. We have several options to resolve any connections issues. We are available 24/7/365 to assist you. As a courtesy we want to extend a credit of 2 months for Expanded Service. Thank you for your service and patience.
Thank you, Customer Care Team
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) So long as I do in fact receive the credits mentioned, I will be willing to work with Boingo.
Complaint Internet services in a military barracks, as paid for, not delivered satisfactorily. Service went out daily. Moved into a military barracks located on Camp Johnson, NC on July 6 and purchased Boingo's "Expanded" built-in WiFi services at $49.95 a month. From that day until the day I moved out of the barracks, August 19, the internet connection would go out at least once daily, losing connection to any online services being utilized at the time. At times the outage would be in excess of one hour. There were several instances of the entire network going down, with the WiFi no longer available at all, for hours at a time. Multiple e-mails with the company's customer service department, and phone calls with the tier 2 tech service department regarding this issue yielded no positive results. For a company that sells itself as a convenient solution to mass WiFi services, the constant headaches, down-times, and outages are unacceptable.
Desired Settlement Given that I was at that location for less than two months, and am very dissatisfied with the services provided, I'm seeking a 50% refund of the total billed me. I was billed for two months at $49.95 a month, so a refund of $49.95.
Business Response Hello *******,
We want to first apologize for your experience with our service with your stay at Camp Lejeune (Camp Johnson). We strive to give our customers the best service possible and work each day to update and upgrade our network. We assure you that your next stay **** come with a GREAT WI-FI experience. As a courtesy, we have refunded your account $49.95 for 1 month as requested. Please allow 2-3 business days for this to process onto the card we have on file. We value you as our customer and thank you for your service.
******* Customer Care
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) The company refunded half my cost as requested. Thank you.
Complaint Lure customer to sign up with gift cards but it doesn't exist. They promised $25 gift card if my account was active for 90 days, my account was actually active for 92 days and I asked for the amazon gift card. First they said my account was inactive, then I called them again, they said my account is active but they cancelled it without my consent said it was an accident. Now they said I cannot reactivate my account because it is cancelled so I am not qualified for the gift card.
Desired Settlement I want to be compensated with $25 gift card they promised. Here's the reference number when the lady accidently cancelled my account. Reference# XXXXXXXX
Business Response ******, Thank you for contacting Boingo Wireless. According to our records we sent you an Amazon code yesterday. Please check your email and spam folder. If you have any additional questions or if you are unable to locate our email, please call us at XXX XXX-XXXX so we can provide you your Amazon code. If there is anything else we can do to help please let us know. Thank you for being a valued Boingo Wireless customer. We look forward to doing business again. Thank you.
Complaint Extra unauthorised billing on my account. Signed up and purchases Boingo AsYouGo 24 hours. Boingo account usage - 07/07/16 01:20 Europe/Oslo OSL - Oslo Airport 3:52:00 Basic Laptop 07/07/16 04:53 Europe/Oslo OSL - Oslo Airport 1:28:00 Basic Device
I'm not sure why this has been split like this, as I only connected with my Laptop the whole time.
On the same date a payment of 60 NOK is taken from my Paypal for this service. This is all fine. However upon checking my Paypal so I could make another online purchase a few days later, I notice this charge from Boingo.
125 NOK for Boingo Wireless on the 9th of July.
There is no extra use displaying on my account to warrant this charge, it is over double the previous charge, and I was definitely not connected to Boingo Wireless, as shown on my account page.
To add to this, the internet service was not really worth it. Poor speeds and lag, not much better than free airport WiFi I have experienced.
Desired Settlement Complete refund and removal of my account and any information to do with it. I don't want to be involved with Boingo in any form.
Business Response Thank you for contacting Boingo Wireless. According to our records we emails you on 7/19/16 and issued a refund in the amount of NKr 125.00. This refund does take approximately 2-3 business days to process. In addition, your account was also closed on 7-19-16. Below is a copy of the email we sent on 7-19-16.
Account Number: XXXXXXXXXX Plan Type: Boingo AsYouGo
Unfortunately our system is showing two connection with two different devices. I have attached the usage so you can see.
I'm sending this email to confirm that we have closed the account and a courtesy refund of NKr125.00 has been applied to the credit card Boingo Wireless has on file. The transaction will post within 48 -72 business hours. Your confirmation number for this transaction is XXXXXXXX.
If there's anything more we can do to help, please don't hesitate to let us know. ********, The Boingo Customer Care Team Boingo Customer Care Available 24/7: Just go to support.boingo.com
If there is anything else we can do to help please contact us at XXX XXX-XXXX Monday - Friday from 4AM-10PM PST.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) refund issued and account closed.
Complaint Unauthorised recurrent charges I created an account with Boingo Wireless with the username "******" in 2010. They have been charging my credit card $10 per month ever since.
Desired Settlement I expect them to admit fault and refund the entire amount: 75 months x $10 = $750. I never agreed to recurring payments and I have never used their service.
Business Response Thank you for contacting Boingo Wireless. We have researched your request and found your account under username: ****** has not been charged since your usage in 2010. Upon further research we have located an account under username: ******. This account was created at Chicago O"Hare Airport on 4/16/15. At that time you choose our Unlimited plan. The terms of that plan that were agreed to at sign up are as follows:
Enjoy unlimited Wi-Fi access on 4 devices at thousands of hotspots throughout the Americas for only $4.98 for the first month! Then pay just $9.95 per month thereafter. Wi-Fi connections made outside the Americas will be billed an additional $0.12 or $0.18 per minute. This is a recurring annual plan, but you can change your plan at any time.
We did not receive any notification from you to cancel your subscription. Per your request today we have closed this account so you will not incur any additional charges on this account. In addition, we have issued a one time courtesy refund for six months in the amount of $59.70. Please allow 2-3 business days for this refund to process.
If there is anything else we can do to help please let us know. You can reach us at X-XXX-XXX-XXXX. We are available Monday through Friday from 4:00 AM - 10:00 PM PST.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They have been charging my credit card for years! A six month refund is woefully inadequate.
Final Business Response Thank you for your response ******. Under the information that has been provided, this was the only account that we were able to locate. Is it possible that maybe there is another email that we can look up as well. We really would like to help and find this account. If you would like to call us as well, we are available 4am-10pm PST. Our number is XXX XXX-XXXX. Any other information that would help us locate this account to resolve the problem would be great.
Thank you, ******* Customer Care
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My bank only has records going back 13 months, so I accept that I cannot prove they have been charging me since 2010. Nevertheless, I believe their conduct is misleading and that they established a recurring charge on my credit card without my permission. It is not acceptable that they only pay half. I demand a full refund.
Complaint Service suspended due to alleged use policy violation whereas use policy is ambiguous and advertising is deceptive I have been a long-time subscriber to the company's "Asia Pacific" plan which lists among its features "Unlimited Wi-Fi access at 150,000+ hotspots in the Asia Pacific region". One might assume that "unlimited" means unlimited wifi-based Internet usage but as was clarified for me in answer to the question in a FaceBook support chat it means "unlimited connections", which effectively means that one can connect to the Internet via wifi an unlimited number of times but not have unlimited Internet usage, i.e. one can connect but not do anything. Nowhere that I could find in the company's messaging does it explain what "unlimited Wi-Fi access" means.
Elsewhere in the company's advertising it says "Use as much Wi-Fi as you want."
The AUP (Acceptable Use Policy) for the plan contains the provision "You agree to not use the Services to use the Services as a replacement for residential or commercial Internet access or for high volume data transfers, especially sustained high volume data transfers, hosting a web server, IRC server, or any other server."
I was advised by email on the day that my service was being suspended due to an AUP violation and it was clarified in the support chat that "Our service is meant for temporary internet access. It is not meant for long extended amounts of usage." and "It is not meant for use day after day for extended periods of time. Your average usage shows long extended periods being connected to the Wi-Fi." and "Excessive data transfer, minutes of usage, login events and other criteria may be used to trigger an account review. Any usage deemed to be in violation of our AUP can result in a warning, account suspension or account termination." I was told that "if your connection time will decrease significantly, let us know so we can re-activate your account. If your usage will continue to be the same, unfortunately we will not be able to re-activate your account at this time."
I asked what amount of usage is considered "excessive" and how "significantly" I would need to decrease my usage to not be in violation of the AUP and these questions were not answered, nor was my question of what "Use as much Wi-Fi as you want" means.
I use the Boingo service when I travel in Asia Pacific when I'm at a hotel or someplace that does not provide Internet access. I believe that what triggered the suspension was my usage during 8 days of a 16 day trip in Bangkok in which place of accommodation did not provide Internet access. Does using Boingo's roaming wifi service in this instance constitute "a replacement for residential or commercial Internet access"? It was not a residence so the first point does not apply, nor was it a commercial business; or does the second point imply that if one were in a fixed location that one would subscribe to a service with a local ISP? Since I already have residential and commercial plans at home, I was not using Boingo to replace those. So I don't really know what that clause means it seems like it is open to interpretation. Rather than being specific and saying that one must not exceed a certain amount of time or bandwidth usage or data transfer volume it instead seems to imply that there is a universal understanding of under what circumstances one would subscribe to a residential or commercial service, which there is not. Certainly, I as a traveller having subscribed to the Boingo plan specifically to cover my Internet access while travelling I did not imagine that I would need to instead subscribe to an alternative local service especially since I was under the false impression that unlimited access was provided via Boingo and I could use as much Wi-Fi as I wanted. I would not consider a period of 3 days and a period of 5 days to be other "day after day for extended periods of time", nor an 8 day period to be inconsistent with "temporary". What is meant by those points was also not quantified.
Desired Settlement Firstly, I think Boingo should be compelled to define in its marketing materials what "Unlimited Wi-Fi access" means. (In ISP marketing "unlimited" means "unlimited usage", not unlimited connections. A reasonable person would not think the latter as it would be useless -- it's like saying you can get in and out of a car as many times as you want and even start the engine but you cannot drive an inch.) Secondly, if it cannot square its claim of "Use as much Wi-Fi as you want" with what it offers it should be compelled to drop that claim. I do not see how that phrase could possibly imply connections (as getting in and out of a car does not mean using a car). Thirdly, it should be compelled to revise its AUP to define in specific, non-subjective terms what constitutes excessive usage ("replacement for residential or commercial Internet access" is highly subjective).
I want my account to be unsuspended and should I be deemed in violation on some later occasion I would want to be warned in advance and given non-vague information about what I need to do not be in violation (instructing me to decrease my connection time "significantly" when I have no idea of how significantly I must decrease my connection time is not reasonable).
Business Response Thank you for the candid feedback. We appreciate input from our customers because it helps us get better.
The purpose of the AUP is definitely not to punish long-term subscribers like you, who get tremendous value from staying connected on the go. In fact, you are exactly the type of customer the AUP policy is trying to protect. You see, we have some people who do use the service as residential replacement and high volume data transfers, which can degrade the network and cause huge spikes in our costs. Our AUP is in place to curb those types of behaviors so that all of our customers can receive the fast, secure, inexpensive Wi-Fi that they pay for while they are on-the-go.
We have a series of reports that help us identify these usage patterns and we apologize if your account was flagged incorrectly. We are not perfect but we'd appreciate the opportunity to try again with you. We'd like to keep you as a customer because we value your business.
As discussed on 6/23/16 on Facebook, your account has already been reactivated so you can continue to use our service. I do apologize for any inconvenience this may have caused. If there is anything else I can do to help please let us know. We are available 24/7/365.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The response fails to address the issues raised in my complaint
Final Business Response *****,
Thank you for contacting Boingo Wireless. According to our records, your issue has been resolved and your account is currently active. It the future, if your account does violate the Acceptable Usage Policy, we assure you that you will be notified prior to account suspension. Additional details of the Acceptable Usage Policy can be found by visiting:
Complaint poor service constant disconects pay 39.95 for high speed and get nothing service drops every 15 minutes if you can even get connected. waste of money. tryed to work with tech support, no use.
Desired Settlement refund of three months service fees
Business Response Thank you for contacting Boingo Wireless. According to our records we we have attempted to contact you to schedule an engineer to come out to investigate your issue with frequent disconnects. In, addition we have issued a refund for the three months of service. It typically takes 2-3 business days for refunds to post.
We'd love to be able to troubleshoot with you over the phone. We don't currently show that there are any outages in your area. We're open 24/7 and can be reached at XXXX XXX-XXXX to help with further troubleshooting. We look forward to speaking with you soon.
Complaint I received 4 unauthorized charges from Boingo on a credit card. I have no account w/them. The charges total $586.62 so far. The co. wont refund me. I saw 3 unauthorized charges on on-line banking. I contacted the bank and called Boingo 4/14/16 and talked to ****, who was nice, but then referred me to ****** who implied that I must have setup an acct w/ them, which is false. I instructed her to close the acct. and refund my money. This morning, she had not closed the acct. and a 4th fraudulent charge had been put through, bringing the total to $586.62 so far. The bank cancelled my card. I have 6 outstanding transactions that may cost me fees because I was forced to cancel card due to fraud. I tried to get a refund twice today, X-XX-XX without success. I will be filing fraud paperwork through my bank if I do not receive a full refund immediately. $ 586.62 would settle the matter. If I must file fraud paperwork, I will also be adding an additional charges from fees due to card cancellation. I talked to ****** today who stated that he closed the Biongo acct. and gave me conf. # XXXXXXXX. He said supervisor was in ameeting, and they would call or email me regarding refund. They did not contact me. I called at 7:30 PM, and got Irene. She referred me to unprofessional ****** again. She called me ******* (not my name) and repeatedly asked for my full credit card no. She would not say that they would refund me. I told her that I would be contacting you next. She sounded like she didn't care.
Desired Settlement A full refund of $ 586.62, if immediate. If delayed, will also want refund of any bank charges that result from having to cancel the card due to fraud by Biongo. There were 6 pending transactions when the card had to be closed. The fee should be $25 each, so x 6, would be $150. The grand total owed me would be $ 736.62. I read multiple reports of fraud by this same co. in same manner on the internet today. They are a scam. I am not the only victim.
Business Response Thank you for contacting Boingo Wireless. We apologize for any inconvenience you may have experienced when contacting us. We show your account was created on 4/9/16 and was used multiple times in Indonesia between 4/11/16 through 4/15/16. At this time, this account is closed. As a courtesy for your inconvenience we have issued a refund in the amount of $275.54. The reason we did not refund all of the charges is because the charges are legitimate and the service was used. Please allow 2-3 business days for the refund to process. If there is anything else we can do to assist please contact us at ******@boingo.com.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Obviously, I was not in Indonesia, and never have been at any time in my life. Obviously, the account was not created by or used by me. I am a United States citizen. People need to beware of this Boingo Company!
Final Business Response Thank you for contacting Boingo Wireless. We went ahead and refunded all the additional charges of $311.08. Please allow 2-3 business days for this refund to process. We strongly recommend that you contact your credit card company. It sounds like someone might have got a hold of your credit card information. This is for your security and protection. If there is anything else we can do to help please let us know at ******@boingo.com.
Complaint Boingo sold me 1 hours wifi, then proceeded to bill me for an unauthorised unrequested monthly fee. Twice within 48 hours. Boingo is simply a scam, albeit perhaps a technically legal one. Presumably buried somewhere within their terms and conditions is a legal get-out for them, but when the purchase is made, on a phone, in an airport, in a hurry, they hide behind this to take customers money without permission. In my book, this is called 'theft'. I purchased one hour of wifi, at JFK airport 01/29/16. Here is what Boingo said: "Need a quick fix? For a one-time fee of $4.95, get online for up to 1 hour at this location on this device. Prices for future connections will vary by location." One-time fee. Pretty unequivocal. But I have since been billed a further $7.95, once on 02/12/16 and again on 02/14/16. This is the second time that Boingo has done this to me. It is true that they will close an account and refund the money thus appropriated (in my case Paypal refunded me), but a for a company to take people's money and then refund it - only if and when the person notices - is not a business model, it's a scam. I have been caught by it twice. (In fact $4.95 for one hour's singularly poor quality wi-fi could be considered an extortion in itself). Presumably, because of their willingness to 'correct' the problem when asked, then complaints can go no further with BBB. But how many people don't notice? How many people cannot be bothered? Search Boingo on Google and all you see are stories of how much everyone 'hates' this company. We must, collectively, try to stop them from operating this fraudulent system, possibly the worse thing about visiting the USA. If you cannot help me, then please will you advise which US agency I should contact. Boingo is a scam.
Desired Settlement Boingo should stop its misleading selling. When it says: "Need a quick fix? For a one-time fee of $4.95, get online for up to 1 hour at this location on this device." One-time fee should mean exactly that. They should not be allowed to take any further money whatsoever without explicitly seeking the permission of the account holder. They should be stopped. Somehow this fraudulent operation still exists, thrives even, and has a monopoly in airports. The jurisdiction that permits this should be ashamed of itself.
Business Response Thank you for contacting Boingo Wireless. We have reviewed your account and show that the plan you signed up for has the following description:
Need a quick fix? For a one-time fee of $4.95, get online for up to 1 hour at this location on this device. Prices for future connections will vary by location.
The reason you were charged again was not a monthly fee. You were charged for usage at JFK Airport on X-XX-XX for 35 minutes and again at JFK airport on X-XX-XX for 1 hour and 8 minutes.
Your account has been closed so you will no longer be able to log on using this account and incur any additional charges. If you have any additional questions please contact us at ******@boingo.com or XXX XXX-XXXX. Thank you
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This company seriously needs to look up some stuff in a dictionary:
"Need a quick fix? For a one-time fee of $4.95, get online for up to 1 hour at this location on this device."
'One-time' means once. Yet they took money three times, as they admit above. It is a disingenuous, mis-sold scam, fraud and theft.
They should be hounded from business, or at least FORCED to reword their fraudulent mis-selling.
Final Business Response Thank you for contacting Boingo Wireless. As mentioned previously the plan description is:
Need a quick fix? For a one-time fee of $4.95, get online for up to 1 hour at this location on this device. Prices for future connections will vary by location.
The plan description does state that prices for future connections will vary by location. The reason you were charged is because you logged into your account at JFK on X-XX-XX and 2-13-16. As a courtesy, I have issued a refund in the amount of $15.90. Please allow 2-3 business days for this refund to process. If you have any additional questions please contact us at XXX XXX-XXXX or ******@boingo.com.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. I already had my money back because Paypal agreed with me.
"One time" means 'once'. It cannot possibly mean anything else. Only complete numbskulls would continue to argue otherwise.
You should change your advertising to: "For a preposterous $5 fee we will sell you one hour of a not-very-good version of something that is free in most other airports, and places. Subsequent uses will incur a fee of more than one and a half times this ridiculous amount, and still won't be very good. Further we'll make sure your device automatically logs into our system, to the exclusion of any others around you, so that the extra fee(s) come(s) as a complete surprise. And all because we really don't care about anything other than our own profit."
I find it completely astonishing that in a country like the USA you are allowed to continue to get away with such a completely fraudulent advertising tagline. Utterly, completely beyond belief.
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