Complaints

This profile includes complaints for Razer USA Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Razer USA Ltd has 12 locations, listed below.

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  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd.

  3545 Las Vegas Blvd S Ste L27 Las Vegas, NV 89109-8978

• 

  Razer USA Ltd

  865 Market St Ste 136 #136 San Francisco, CA 94103

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Razer for unresolved hardware issues with a laptop purchased on November 28, 2023, Order # RZUSPP1000001470530. Immediately upon use, the laptop displayed severe performance problems including slow operation, typing delays, frequent crashing, and graphic defects. These issues were confirmed by multiple technicians as significant hardware faults.I contacted Razer and was provided with Service # ******-001461. Despite the clear hardware malfunctions in a new device, ********************** proposed replacing my new laptop with a refurbished unit. This is unsatisfactory as it does not match the quality or value of a new product.I request BBBs help to resolve this issue. I seek a replacement with a new laptop of the same model or a full refund to purchase a reliable device that meets my professional needs as a CAD designer.

  Business Response

  Date: 05/16/2024

  Razer support is already in contact with the customer via Case # *************. We ask that the customer continue to communicate via the case to ensure timely resolution of the customer's concern.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Razer Barracuda X 2021 headset through Amazon, but it recently stopped working. I am unable to connect it to my phone or PC. I made a warranty claim, but Amazon only covers me for 30 days, while the Razer warranty covers me for 2 years, so i contacted Razer suppport to validate the warranty but it has been longer than a month since i contacted them, and Razer has not provided me with any solution. I am still within the 2-year warranty period. My Razer case number is 240331-003356.

  Business Response

  Date: 05/16/2024

  Razer support has already been in contact with the customer. RMA has already been created to process the replacement for the customer. RMA *********** is already being processed for the customer and the replacement is pending shipment. We ask that the customer continue to communicate via the case number to ensure resolution of the customer's concern.

  Customer Answer

  Date: 05/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The razor gold card is a card that is used by most gamers. I have a family member who purchases these on a regular basis because he doesnt have access to get them where he is located. He sends money to me to purchase them on his behalf, and on several occasions, I have bought these cards in different locations, different stores that sell them and too many times Ive had the cards come back redeemed prior to purchase however, the stores show the cards activated. The issue is I cannot get any resolution with the razor online support. This is the only option they give you to notify them of any problems I have right now currently $1200 invested in cards that he was not able to use because it comes back already redeemed to me this is a rip off to the general public. These cards are very popular and sold in all game stores and most retail stores. When purchased you may get them to work or not. When you redeem them the response is already been redeemed. The stores are not responsible for any issues concerning the cards and I have a claim right now that I have been dealing with for over a month to try to get my $ back that they require a police report before they even look at the claim. This is totally ridiculous that they are allowed to take peoples money and sell a product thats not working and not trying to give a better resolution than having to put each customer through all of this just to get their money back I have been compromised internally prior to being distributed to the store. This is something I would like to see if you can get this company to look into because the only way they could be redeemed before being activated is by someone with in the company from where theyre being created . Someway someone has figured out a way to set the cards up compromise the number so that the card will still be activated when purchased, but the money goes to the person who has compromised the cards. I know I am not the only Customer who has had this issue, Plz chk this out

  Business Response

  Date: 05/16/2024

  Razer support has been in contact with the customer via case *************. The customer did reach out to ********************** support and we requested the customer to lodge a police report for the customer's case. The customer complied,later furnishing the copy of the police report and other proof of purchase. The case has been escalated already and we ask the customer to continue to communicate via the case number provided for timely resolution of the customer's complaint.

  Customer Answer

  Date: 05/20/2024

  Razer has required a copy of the ** with the **************************** and as of today have not received it in order to proceed with claim. They have said that without this document they will not be able to pursue the claim any further and will deem it resolved. I also contacted the *** again advising them of this, but have yet to hear from them. I cant do anything more, I advised ***** to handle it however they seem fit to do so.

  Business Response

  Date: 05/24/2024

  Razer support understands and regrets that the customer feels this way. Please be assured that Razer support has already provided all the necessary steps and support to resolve the issue.
  

  Customer Answer

  Date: 05/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The headset was purchased in January, and last week both hinges pulverized, when this happened I started searching to see if anyone else had issues with build quality and found out multiple pages of other buyers having the same problem. A quick search for: Razer BlackShark V2 Pro Wireless Gaming Headset 2023 Edition hinge broken will show all the comments about poor build quality. I tried to reach out to Customer support and the ticket was closed with a note saying: Please be advised that this case has been thoroughly reviewed by our team and upon checking, this is deemed customer-induced damage.This is bad design and poor quality of the materials. I want to try BBB to see if I can get the headphones repaired or exchange.

  Business Response

  Date: 05/14/2024

  Razer support has already been in contact with the customer via Case # *************. Given that the customer has already filed a chargeback for his unit Razer support is unable to process a replacement/refund for the customer, Based on the investigation, the customer's unit deemed as Customer Induced Damage.

  Customer Answer

  Date: 05/16/2024

  I never submitted the chargeback, I wanted to work with BBB before trying a chargeback, 

  Business Response

  Date: 05/20/2024

  Razer support has already reviewed the customer's complaint. Based on the investigation, the customer's unit was deemed as CID. As such, CID is not covered by Razer's limited warranty. More information can be found here: *********************************************

  Customer Answer

  Date: 05/29/2024

  This is an issues of bad product quality, please do a ****** search for razer blackshark v2 pro wireless gaming headset 2023 edition hinge broken and you can see how many costumers are having the same issue. 

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A pair of Razer wireless bluetooth headphones were purchased as a gift on my behalf in April 2023. I had registered the product and my warranty is still valid; the headphones have a 2-year limited warranty. About 2 weeks ago, one of the earbuds has stopped working and I reached out to Razer Support for assistance. I have been going back and forth with Razer Support for nearly a week now and have gotten little to no support on this issue; every time I reach out to their Support team regarding the case, I am speaking to a different representative and they keep asking the same questions or making the same requests even though all correspondence has been documented within the case. I have attempted every troubleshooting request and nothing has resolved the problem. They asked for me to provide a receipt or proof of purchase. I had requested a proof of purchase from Gamestop (even though they were purchased as a gift), and provided Razer Support with a copy of said document. Now, after a week or ongoing correspondence, they are claiming that the proof of purchase may not meet their "standards." At this point, the whole experience seems a little ridiculous and not professional, and all I want is for them to provide some sort of resolution - like a replacement set or something meaningful...

  Business Response

  Date: 05/08/2024

  Razer support has been in contact with the customer via case number Case # *************. RMA RZC-1757252 was created for the customer to address the customer's concern. In order to fully resolve the customer's concern, we ask that the customer communicated via the provided case number.

  Customer Answer

  Date: 05/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transaction happened on November 23rd 2023. I purchased the keyboard from razer and it was shipped to me a few weeks later. I had no problems at first, but in around February I began to experience problems with the keyboard, such as double typing of letters. This continued to get worse and other keys on the keyboard continually started to mess up until the keyboard was not usable. It's ridiculous that I paid 184 dollars (with tax) for this to not be usable only a few months later. I attempted to get it fixed to no avail, and I have tried to contact their support about this but they have made this incredibly hard to do so, requiring me to go through multiple back channels and using reddit of all places for support. This business is super scummy, I had a 1 year warranty on the keyboard but when I went to request a refund in the one support place I actually could use it said it needed to be refunded within 14 days and said I was ineligible for refund repair or replacing it despite me having a 2 year warranty, The keyboard is the Razer BlackWidow V4 *************** US, I would like my money to be refunded or to be given a replacement keyboard, or have them repair it while paying the shipping fees to be shipped to and from their HQ. Attached I have my confirmation email, the inability to get a refund, and the warranty.If you need any more information, please contact my email ************************ or send me a text at ************.Thank you,-*****************************

  Business Response

  Date: 05/06/2024

  Razer support has already been in contact with the customer. ********************** support created case 240430-004401. RMA  RZC-1751642 was created and provided a return label to process a replacement. We ask the customer to continue to communicate via the case number provided to ensure timely resolution of the customer's concern.

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Razer refuses to provide an *** on a product that was bought secondhand within the warranty period. The reason for the *** is because of a defect that is very common across Razer gaming mice. The defect has to do with the mouse scroll wheel. It does not consistently register up-and-down scrolling motions . Sometimes, it will not register at all, and other times, it will erratically scroll in the other direction. This issue severely affects the functionality of the mouse.For more context, this is a very common issue with Razer mice. A ****** search of "Razer mouse scroll wheel" will find you countless posts from Reddit, Razer ***************** and other websites that describe the same issues as above. This is a very common point of failure for Razer, and the fact that they have not fixed this issue over multiple years, across multiple generations of products, means that they are willfully ignoring it.The product has already been registered by the previous owner, meaning it is valid and not counterfeit. The serial number on the product is recognized by **********************'s warranty tracker, showing it is under limited warranty. I purchased the mouse secondhand from the previous owner, and encountered the scroll wheel issue. I then put in a warranty request to have the scroll wheel issue fixed.Razer has since refused to honor the warranty, citing the policy that they can only provide support if it was bought through an authorized reseller. I argue this is a predatory practice to avoid taking accountability for their glaring quality control problems, as this scroll wheel failure is so widely prevalent.They're ignoring the mouse being under warranty, citing that because it changed hands, they are no longer liable for it. This seems very suspect, because it intentionally ignores the likelihood of a mouse transferring ownership. This gives them a way out without honoring their duty to the America public. Their corrupt practices and refusal to honor warranties is worrisome.

  Business Response

  Date: 04/30/2024

  Razer has confirmed with the customer that the unit was bought from ******** Marketplace. As per the Razer's Limited Warranty. Razer must positively identify that the Product falls within the applicable Limited Warranty period. We also need to verify that the Product was purchased from an authorized seller of Razer Products. Products purchased from non authorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers. More information can be found here: *********************************************.

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2023 I purchased a Razer Barracuda Pro Wireless *************** Headset [(PC, PlayStation, Switch, Android, iOS): Hybrid ANC - 2.4GHz Wireless + Bluetooth - THX AAA - 50mm Drivers - Integrated Mic - 40 Hr Battery - Black] for my son ****** as a birthday present from Amazon. In January 2024 this headset started cracking and completely broke on one side from normal usage. I had my son contact Razer support to get warranty replacement and initially Razer was going to provide a RMA to return the headset and replace it. After sending my invoice to their support team he received a response from ******* on February 9, 2024 for case # ******-000467 he told us we had not purchased the headset from an authorized reseller and therefore they would not honor the warranty. After asking for escalation my son was told by ******* on February 20, 2024 that they made a final decision they would not honor the warranty and closed this case. This is absolutely ridiculous. In almost 60 years as a consumer I have never had a company only honor a warranty if it is purchased through places they approve. If a product has a warranty it should be honored regardless of where it was purchased. I question the legality of subjectively honoring a warranty. Additionally, I thought I had purchased it from an authorized reseller because Amazon is listed in their warranty requirements. Like most people who purchase items on Amazon I dont pay any attention to who is fulfilling the order. When I place the order on Amazon my assumption is Im buying it from Amazon. I think their webpage is purposely misleading to selectively supply warranty. I was forced to work with the seller/Amazon to get a refund and then purchase a higher cost replacement directly from Razer to make sure it would be warrantied. At a minimum I want a refund of the cost difference in addition to them fixing the warranty issue as described.

  Business Response

  Date: 04/25/2024

  Razer support has thoroughly investigated the customer's concern. Unfortunately, based on our investigation, it appears that the customer has purchased their unit through an unauthorized reseller. Products purchased from non authorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer. For more information about the Razer's Limited Warranty, the customer may visit: *********************************************. To fully resolve the customer's concern, we ask that the customer contact the reseller for support and warranty claims.

  Customer Answer

  Date: 04/26/2024

  I fully reject Razer's answer and excuse and I question the legality of their warranty policy.  No other company that I know of will only warranty products purchased through businesses that they "approve".  Additionally, as I stated in my complaint, their warranty statement does not clearly state that the order has to be "fulfilled" by Amazon, only that it has to be purchased from Amazon.  That is intentionally left vague on Razer's part in order to deflect their warranty obligations.  At no point during the conversation between us and Razer customer service did they question whether the product was counterfeit, previously used, etc.  They denied any claim as soon as they saw my receipt and would not have any further discussion.  I would have provided them the product for inspection and verification if they had asked but they did not.  lf they are concerned about non-genuine product being sold on Amazon it is their responsibility to police that with Amazon and take down unauthorized sellers.  Since they did not take any action the hold full responsibility for this issue.  The headset is a known defect by Razer.  Other gamers have stated their headsets failed in the same way and Razer replaced them under warranty.  They are using any excuse possible to mitigate their losses on this product.

  Business Response

  Date: 04/30/2024

  Razer support affirms its adherence to the Limited Warranty Policy. With regard to the proof purchase: Razer must positively identify that the Product falls within the applicable Limited Warranty period. We also need to verify that the Product was purchased from an authorized seller of Razer Products.
  Products purchased from non authorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers. Information can be found here: *********************************************. Furthermore, based on the online retailers listed, *************************************************. If the customer would click on the Amazon link, it would direct to *********************************************************************************************************************. To fully resolve the customer's concern, it would be best to contact the reseller.

  Customer Answer

  Date: 05/05/2024

  It's obvious that whoever is responding never bothered to fully read my original complaint.  I was able to force the seller to give me a refund mainly due to Amazon's review process.  My issue is that because they were not able to provide a direct replacement I had to purchase a new headset at a substantially higher cost.  Also, due to Razer's strong arm tactics for warranty I felt compelled to purchase it directly from the in order to avoid this happening again.  At no time during the original communication with Razer did they state, imply or otherwise question the validity of my product.  They could have asked for the serial number for verification or even asked me to send them the product to review before deciding if it was original or counterfeit.  Instead they hide behind deceptive business practices in order to avoid as much warranty payment as possible.  No one should be expected to need to go to a manufacture's website before purchasing a product to make sure you are buying from an "authorized" seller.  It should be guaranteed that anyone selling these products on the internet is authorized and their responsibility to police it.  If Razer refuses to take action on this issue then I will work directly with Amazon to get all Razer products banned from the Amazon website for deceptive business practices.

• Initial Complaint

  Date:04/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Razer Wolverine V2 Controller order number : RZCAPP1000001557706 off the razer Canada website and was shipped an empty box... upon telling this to razer they requested a photo of the box and label when I first contacted them on march 18th... I sent this to them then and there and they have since just kept requesting photos of the box. Different agents just keep asking me for photos of the box every like 2-3 days then they all keep telling me to wait while their backend team works on it. Very anti consumer. I am considering charging back soon.

  Business Response

  Date: 04/25/2024

  Razer support has already contacted the customer. Based on our investigation, ***** weighed the package and does not normally deliver packages that 100% empty. The customer has already filed a chargeback.

• Initial Complaint

  Date:04/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a defective product from Razer (through Best Buy) who replaced my product with an identical product. The BlackWidow V4 75% has a global issue being reported by thousands of purchasers that key chatter (multiple key presses) is occurring. The issue is believed to be related to factory lube in the switches. Razer refuses to acknowledge the problem or issue a recall. On my second interaction with customer support, they are offering to send me 36 identical switches. All of the switches are defective. As I continue to use them, more of them fail. The ones theyre offering to send are identical. This is a $200 keyboard and the response is unethical and potentially illegal. Please help assist consumers with their nonrefundable $200 (plus tax) purchases for defective products.

  Business Response

  Date: 04/23/2024

  Razer support has been working with the customer via Case # *************. In order to resolve the customer's issue, ********************** will be replacing the customer's unit. ********************** values the community's input regarding the multiple-input reports on select BlackWidow V4 75% keyboards. After extensive investigation, we've determined that these were isolated to a particular batch of our Razer Orange Tactile Mechanical Switches Gen-3.

  Customer Answer

  Date: 04/24/2024

  Razer has acknowledged the manufacturing defect but has made no effort to correct it. 

  When Razer replaces my keyboard now (for the second time) I can expect to receive another defective $200+ unit wherein I will be expected to replace switches as they begin to fail. 

  Sending me switches from the same manufacturing line with the same manufacturing process will only continue to create further headache from consumers who paid top-dollar for the highest quality product  

   

  The only appropriate answer is for Razer to issue a recall and pull all stock until the manufacturing process has been corrected

   

  Business Response

  Date: 04/30/2024

  Razer support has been in contact with the customer Case # *************. We ask the customer to continue to communicate via the case number in order to fully resolve the customer's concern. Options have been made available to the customer in order to resolve his complaint.

  Customer Answer

  Date: 05/02/2024

  Razer refuses to acknowledge the manufacturing defect and has provided an even less acceptable response than before.

  I will not accept the ongoing attempts to wear me down. The more recent responses from Razer Support have been even WORSE. They have failed to call me back on promised callbacks for over a week.

  I have told them all future contacts need to mediated by the BBB.

  I need an agent from the BBB to get involved.