Internet Marketing Services
Clarus Commerce, LLCHeadquarters
Complaints
This profile includes complaints for Clarus Commerce, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 108 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/25/2024
Type:Billing IssuesStatus: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.
After updating my credit card info and used the account after the trial period I was unable to log in. I messaged customer service and a few days later I was informed my account was locked due their already being an account linked to my address, I never received any email any notification and was able to open an account and use it. I have rebates I submitted that I am now out as well as the monthly fee. While it is true my mother previously had an account with them, it was closed over a year ago. It makes no sense to me that only one account can be tied to an address forever, what if that person moves out or something happens to them. I was in no way trying to game their system but the full address should've been flagged at sign up and I would've asked my mother to reopen her account.Business Response
Date: 11/27/2024
Thank you for reaching out. My apologies for the delay on this complaint, I had reached out directly to the member due to being unable to locate the membership where the charge was coming from. After the member provided additional information we were able to locate the membership and issue a refund on 11/19. I just responded to the BBB complaint as well.
Customer Answer
Date: 11/27/2024
Complaint: ********
I am rejecting this response because: I have not received a refund. I have also had no communication from this business since filing this complaint so I'm not sure what their response is referring to.
Sincerely,
******** *********Business Response
Date: 11/27/2024
Hello,
I apologize for any confusion. Our records show your *** *********'s membership was canceled due to a previous membership at the address. Our Terms of Service states there is a limit of one membership allowed per household.
As a courtesy, we have approved the outstanding submitted rebate claims and they will be paid via check in 5-7- business days. The $2.00 trial fee that was billed under this membership was fully refunded on 10/16/24.
Again we apologize for any inconvenience this may have caused *** *********.
Customer Answer
Date: 11/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *********Initial Complaint
Date:10/21/2024
Type:Billing IssuesStatus: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.
COMPLETELY UNAUTHORIZED AUTO DEBIT TO MY ****** ACCOUNT.I HAVE NO IDEA HOW THIS WAS ACCOMPLISHED!Business Response
Date: 10/23/2024
I write in regard to the above referenced complaint
submitted to your office by *** ********. We regret any confusion or
inconvenience he experienced when doing business with our company and trust
that this letter will address his concerns.
Our records show that on October 23rd, 2024, after making an
online purchase online, *** ******** was presented with an ad banner promoting
our FreeShipping**** program. *** ******** clicked on the banner and arrived on
our order registration page, which provided full details about our money saving
membership program and how he can try the program for the trial fee of $2.00
for 7 days. The terms on that page, titled “Offer Details,” explained that if
he did not cancel his subscription by the end of the trial, his subscription
would automatically continue, and the monthly subscription fee would be charged
to the credit card account that he provided.
Our records show that he completed the registration process
by providing his full contact and account information and checking a box that
states “I agree to the Offer Details and the Terms of Use & Service” just
below the offer terms. Shortly thereafter we sent *** ******** a welcome e-mail
to the e-mail address he provided upon enrollment that included full
information on how he can access and enjoy his program benefits and reiterating
the program billing terms.
As a courtesy, I have issued a full refund back to *** ********’
account. The total refund will be $21.00 and should post back within 2-5
business days.
Again, we regret any inconvenience this may have caused *** ********.Initial Complaint
Date:08/06/2024
Type:Billing IssuesStatus: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.
When reviewing my credit card statement, it came to my attention that I was being charged $19 a month by a company I had never signed up for. I would never use this type of thing nor would I sign up for a monthly membership.
Upon further review, I discovered that it had been 32 months of $19 a month. That’s just over $600. They gave me only 3 months back of the 32. Stating the costing refund anymore.
I never signed up for this. It’s a whole scamBusiness Response
Date: 08/06/2024
Hello,
Unfortunately we have been unable to locate a membership under the name or physical address provided. Please confirm the billing descriptor associated with this charge along with the email you would have used to sign up.
We will be happy to look into this further in order to issue a refund for you.
Thank you
Initial Complaint
Date:07/30/2024
Type:Billing IssuesStatus: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.
My bank account has been charged eight times, $19 monthly, for services I never signed up for by freeshipping***** I have never used their services and I never signed up for a continued monthly fee of $19. The following dates are the dates I was charged:
Dec 30, 2023 - $19
Jan 29, 2024 - $19
Feb 28, 2024 - $19
March 29, 2024 - $19
April 28, 2024 - $19
May 28, 2024 - $19
June 27, 2024 - $19
July 27, 2024 - $19.
I called the call center (###-###-####) and spoke to an individual named Janasia or Jamacia. She stated they could only refund up to four months. She said the refund will take 2-5 business days. I would like them to refund the full amount as I didn't sign up for this nor did I agree to pay a monthly fee for no servicesBusiness Response
Date: 07/31/2024
I write in regards to the above referenced complaint
submitted to your office by Mr. ******. We regret any confusion or
inconvenience he experienced when doing business with our company and trust
that this letter will address his concerns.
Our records show that on December 23rd, 2023, after making
an online purchase online, Mr. ****** was presented with an ad banner promoting
our FreeShipping**** program. Mr. ****** clicked on the banner and arrived on
our order registration page, which provided full details about our money saving
membership program and how he can try the program at no cost for 7 days. The
terms on that page, titled “Offer Details,” explained that if he did not cancel
his subscription by the end of the trial, his subscription would automatically
continue and the monthly subscription fee would be charged to the credit card
account that he provided.
Our records show that he completed the registration process
by providing his full contact and account information and checking a box that
states “I agree to the Offer Details and the Terms of Use & Service” just
below the offer terms. Shortly thereafter we sent Mr. ****** a welcome e-mail
to the e-mail address he provided upon enrollment that included full
information on how he can access and enjoy his program benefits and reiterating
the program billing terms.
As a courtesy, I have issued a full refund back to Mr. ******’s
account. The total refund will be $152.00 and should post back within 2-5
business days.
Again, we regret any inconvenience this may have caused Mr. ******.Customer Answer
Date: 07/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:07/12/2024
Type:Billing IssuesStatus: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 was booking a camping trip. Freeshipping**** popped up and I accidently thought what I was filling out was for the caomping reservation. I called them immediately and and requested a refund and to cancel what they were selling. I was told by the agent this was done. However, they continued to bill me every month. This is predatory practice and I was under the impression this would have been taken care of. I hoselty think that Free Shipping doesn't think people look at their credit card bill and disreguareded my cancelation and refund request.Business Response
Date: 07/12/2024
I write in regard to the above referenced complaint
submitted to your office by Mr. ******. We regret any confusion or
inconvenience he experienced when doing business with our company and trust
that this letter will address his concerns.
Our records show that on July 9th, 2024 after making an
online purchase, Mr. ****** was presented with an ad banner promoting our FreeShipping****
program. Mr. ****** clicked on the banner and arrived on our order registration
page, which provided full details about our money saving membership program and
how he can try the program at the trial fee of $2.00 for 7 days. The terms on that page, titled “Offer
Details,” explained that if he did not cancel his subscription by the end of
the trial, his subscription would automatically continue, and the monthly
subscription fee would be charged to the credit card account that he
provided.
Our records show that he completed the registration process
by providing his full contact and account information and checking a box that
states “I agree to the Offer Details and the Terms of Use & Service” just
below the offer terms. Shortly thereafter we sent Mr. ****** a welcome e-mail
to the e-mail address he provided upon enrollment that included full
information on how he can access and enjoy his program benefits and reiterating
the program billing terms.
As a courtesy, I have issued a full refund back to Mr. ******’s
account. The total refund will be $2.00. The refund will be issued back to the card
on file.
Again, we regret any inconvenience this may have caused Mr. ******.Initial Complaint
Date:06/24/2024
Type:Billing IssuesStatus: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.
Complaint filed by my son **** ***** ###-###-#### for ***** ***** (mother)
09/28/2021 Purchased ********* Air Filter for $15.88 and shipping was $2.00 through the ****** button
October 2021 Purchased a second ********* Air Filter; freeshipping**** membership starting without my knowledge, was charged $13.00
April 2023 freeshipping**** membership jumped to $19.00, also unbeknownst to me
Today is 06/21/2024 grand total is of $528.00
Today 06/21/2024 my son **** ***** asked me why I was paying $19.00 every month to freeshipping**** to what I didn't know. My son showed me freeshipping****'s website and video and I still insisted I didn't know.
My son went to freeshipping**** and cancelled the membership I didn't know I had with freeshipping****
My son asked me to call ****** and my son spoke to Paypay regarding this case.
**** ***** (speaking for ***** *****):
I spoke to ****** to let them know about this case. My mother is 83 years old and has very little to no understanding of computers. I called ****** because I felt there was something not right going on and needed for information. I also wanted to let ****** know what had happened since my mother is an elder and most likely this is happening to other people that also don't know why they're being charged.
According to my understanding, my mother purchased an air filter from ********* in September 2021 where they charged her $2.00 for shipping; and in October 2021 where they charged her $13.00 for shipping. It was in October 2021 where they started the freeshipping**** membership without her knowledge.
In April 2023 the freeshipping**** membership jumped to $19.00, also unbeknownst to her. For a grand total of $528.00 until today 06/21/2024.
I asked ****** to start a claim about this. ****** has all the information. ****** says it can only protect her from January 2024 through their ****** Purchase Protection.
I am at your disposal.
**** *****
###-###-####Business Response
Date: 06/24/2024
I write in regard to the above referenced complaint submitted to
your office by Ms. *****. We regret any confusion or inconvenience she
experienced when doing business with our company and trust that this letter
will address her concerns.
Our records show that on September
28th, 2021, after making an online purchase, Ms. ***** was presented with an ad banner promoting our FreeShipping**** program.
Ms. ***** clicked on the banner and arrived on
our order registration page, which provided full details about our money saving
membership program and how she can try the program for 7 days at the trial fee
of $2.00. The terms on that page, titled “Offer Details,” explained that if she
did not cancel her subscription by the end of the trial, her subscription would
automatically continue and the monthly subscription fee would be charged to the
credit card account that she provided.
Our records show that she
completed the registration process by providing her full contact and account
information and checking a box that states “I agree to the Offer Details and the
Terms of Use & Service” just below
the offer terms. Shortly thereafter we sent Ms. ***** a welcome e-mail to the e-mail address she provided upon enrollment that
included full information on how she can access and enjoy her program benefits
and reiterating the program billing terms.
Ms. ***** canceled her membership on 6/21/24. We have issued a
full refund of the membership fees via check to the address on file. This refund
check will be mailed within 5-7 business days.
Again, we
regret any inconvenience this may have caused Ms. *****.Customer Answer
Date: 06/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****
****** has all the information.Initial Complaint
Date:06/10/2024
Type:Billing IssuesStatus: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 never signed up for this service willingly. It was hidden in a S10.00 coupon online- at least that is what Freeshipping told me. Very upsetting that they had my Credit Card number and other information. Shady way to do business. Unfortunately , they have been charging me since 11/23. I just caught this on statement this month. I have never used this service. I feel due to the fact I had no idea I had this service I should be reimbursed for the money they basically stole from me!!!!Business Response
Date: 06/20/2024
I write in regard to the above referenced complaint submitted to
your office by Ms. ***. We regret any confusion or inconvenience she
experienced when doing business with our company and trust that this letter
will address her concerns.
Our records show that on November
27th, 2020, after making an online purchase with ******, Ms. *** was presented with an ad banner promoting our
FreeShipping**** program. Ms. *** clicked on
the banner and arrived on our order registration page, which provided full
details about our money saving membership program and how she can try the
program for 7 days at the trial fee of $2.00. The terms on that page, titled
“Offer Details,” explained that if she did not cancel her subscription by the
end of the trial, her subscription would automatically continue and the monthly
subscription fee would be charged to the credit card account that she
provided.
Our records show that she
completed the registration process by providing her full contact and account
information and checking a box that states “I agree to the Offer Details and the
Terms of Use & Service” just below
the offer terms. Shortly thereafter we sent Ms. *** a
welcome e-mail to the e-mail address she provided upon enrollment that included
full information on how she can access and enjoy her program benefits and
reiterating the program billing terms.
Ms. ***’s membership was canceled on 6/9/24. We have issued a
full refund of the membership fees totaling $621.00, this credit will post back
to the card on file in 2-5 business days.
Again, we
regret any inconvenience this may have caused Ms. ***.Initial Complaint
Date:05/28/2024
Type:Billing IssuesStatus: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 January of 2024, I started to receive charges from Freeshipping***** I called their number, ###-###-####, and spoke to Teresa. She told me the charges started after a purchase I made on January 19th. After looking at my bank statement I narrowed it down to two online purchases. I contacted both companies and both denied any involvement with this company. After calling Teresa back, she told me it was because this website works from "pop-ups," and I would not have received any of the benefits unless I logged into their website and started making purchases from their website. My issue is I never willingly gave this company my information and had no intention of ever using their services. I have been charged 100.00 because I failed to notice this charge coming out in 20-dollar increments. They make you feel like this is your fault because you signed up for it willingly, but in reality, they are using pop-ups to make you believe it is part of the website and a mandatory action in order to complete your purchase.Business Response
Date: 06/09/2024
I write in regard to the above referenced complaint submitted to
your office by ***** ******. We regret any confusion or inconvenience they
experienced when doing business with our company and trust that this letter
will address their concerns.
Our records show that on January
19th, 2024, after making an online purchase, *****
****** was presented with an ad banner promoting our FreeShipping.com
program. ***** ****** clicked on the banner
and arrived on our order registration page, which provided full details about
our money saving membership program and how they can try the program for 7 days
at the trial fee of $2.00. The terms on that page, titled “Offer Details,”
explained that if they did not cancel their subscription by the end of the
trial, their subscription would automatically continue, and the monthly
subscription fee would be charged to the credit card account that they
provided.
Our records show that they
completed the registration process by providing their full contact and account
information and checking a box that states “I agree to the Offer Details and the
Terms of Use & Service” just below
the offer terms. Shortly thereafter we sent *****
****** a welcome e-mail to the e-mail address they provided upon
enrollment that included full information on how they can access and enjoy their
program benefits and reiterating the program billing terms.
***** ******’s
membership was canceled on 5/28/24 after we received a dispute from their bank
for the last four membership fees. A refund of $57.00 was issued the same day. We
have issued a refund for the remaining membership fees for a total refund of $97.00.
The remaining credit will post in 2-5 business days.
Again, we
regret any inconvenience this may have caused ***** ******.Initial Complaint
Date:05/21/2024
Type:Customer Service IssuesStatus: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.
MY ACCOUNT WAS SUSPENDED OR CANCELLED WITHOUT A CLEAR OR VALID REASON THOUGH THIS COMPANY KEEPS ON CHARGIN MY MONTHLY SUBSCRIPTION FEE.
I HAVE EMAILED THEIR CUSTOMER SERVICE PEOPLE AND ALSO HAVE RECORDED CONVERSTAIOS WITH THEM. DESPITE THEIR AFFIRMATION, NO ONE HAS GOTTEN BACK TO ME AFTER 6 DAYS TO ADDRESS MY ISSUE. I AM NOT EVEN ABLE TO VIEW MY ACCOUNT ACTIVITY AND SIMPLY BLOCKED FROM SIGNING IN.Business Response
Date: 05/29/2024
I write in regard to the above referenced complaint
submitted to your office by Ms. ****. We regret any confusion or inconvenience she
experienced when doing business with our company and trust that this letter
will address her concerns.
Our records show that Ms. ****’s membership was temporarily
locked for a review to ensure it was being used for personal and non-commercial
purposes in accordance with our Terms of Use. Our system flags unusual purchase
patterns, in these cases we may request the order documentation to approve the
cash back and reinstate the account.
Ms. **** provided the necessary documentation, and her
membership has been reinstated. The cash back has been approved and will be
included in the next savings payout.
Again, we regret any inconvenience this may have caused Ms.
****.`Customer Answer
Date: 05/29/2024
Complaint: ********
I am rejecting this response because THE EXPLANATION is based on a false claim (in simpler terms - on a lie). Mr. ********* ma\y be unaware of misinformed on the details of case.There never was any concern, or a question asked me about 'commercial use' of my purchases. It was a simple unilateral judgement the company made to cancel my account because
my 47 year old son happened to open one in his name while he is currently living with me for extenuating reasons. His bad was being unaware of the rule of 'one account per address'.
If Clarus Comm. runs on any type of an IT system, they should have caught the duplicate address and the same last name right away and never approved his membership. Instead they
charged his credit card and kept the account for 2 months. Why? And even if somehow things slipped through the cracks, they should have just cancelled his account and refunded his
fees. What was the rational for cancelling my account? One that I have had for many years. Moreover, he has also been trying to get answers from Free Shipping.com for some time, but
his emails are being ignored as mine were until I wrote a 'harsh' email. Then they decided to reinstate my account. But I underwent a great deal of confusion and stress during this whole
debacle. I am outraged when I regularly pay my ever-increasing membership fees but am refused service and being ignored. Another issue is that I was unable log in and submit for many
shipping rebates and they are time sensitive, so now it may be too late apply for them. Can Mr. ********* remedy this? I will wait for his response. There are more grievances, but I don't
have the energy to write any more. ??
Sincerely,
**** ****Business Response
Date: 06/10/2024
Hello,
After a review of the account, we have reinstated **** ****'s membership with FreeShipping**** and all eligible claims have been approved. The approved claims will be included in the upcoming payout on 6/15/24.
We apologize for any inconvenience this caused **** ****.
Thank you
Initial Complaint
Date:05/03/2024
Type:Billing IssuesStatus: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 company charged me the monthly fee when I signed up, after a month of purchases through their website using their links (which they gained money off of my purchases) they then refused to pay me the 10% rebate as promised in their rules/website/service upon sign up. They made up lies about having too many purchases, asked for proof of purchases (which I provided) and then canceled my account without refunding me the $290.58 they owed me. They owe me money and are refusing to pay, this is a SCAM company and misrepresenting themselves for their services online.Business Response
Date: 05/09/2024
Hello,
I write in regard to the above referenced
complaint submitted to your office by Ms. ********.Our records show, this account was closed due to the usage not being in line with our stated Terms of Service and Terms of Use.
We reserve the right to deny cashback, rescind cash back, and/or ban any member whom we believe, in our sole discretion, is abusing or has abused the ShopSmarter program. This includes (but is not limited to) returning items or canceling orders after cashback has already been granted or creating more than one account per household. Abuse or fraud related to the collection of cash back, or misrepresentation of information you provided to ShopSmarter, may result in the termination of your account and forfeiture of cash back. If we, for any reason, suspect fraudulent activity on your account or violation of these Terms or any law, we reserve the right to delay, decline, or withhold payment of cash back. Any suspected or actual cases of fraudulent activity will be escalated and reviewed in accordance with our fraud process. We may request to see your original order confirmation email, original proof of purchase, or other items as determined at our sole discretion. All decisions made by ShopSmarter are final.
We regret any inconvenience this may have caused Ms. ********.Customer Answer
Date: 05/16/2024
This was not resolved- they misrepresented themselves and made money off of it purchases then refused to refund me
Clarus Commerce, LLC is BBB Accredited.
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