Heating and Air Conditioning
Family Heating and AirComplaints
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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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:05/05/2025
Type:Service or Repair 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.
Misrepresentation of Warranty Terms, Missing Documentation, and Unfulfilled Agreement on Thermostat Installation
On April 24, Cory Fore from Family Heating and Air provided an in-home proposal for a new HVAC system. I selected a system and thermostat, and Cory informed me that in addition to the standard Bryant warranty, the company also gives a 10-year service warranty with no charges for service calls If I buy from them a certain unit. I did, I was approved for financing and contacted Cory on April 25 to request the warranty paperwork. After no response, I called the office and spoke to Montana, who confirmed the warranty and said Cory had submitted it to her. She promised it would be given to me on install day, April 29.
When the installers arrived, they only had the Bryant warranty. I contacted the office again and was told the Family Heating and Air warranty would be sent that day. Despite multiple follow-ups, I still have not received the documentation. Additionally, the thermostat I was promised was not installed. The installers said it wasn’t included, even though my paperwork shows otherwise. Allen ****** later offered a $300 discount, which has not been applied.
Desired Resolution:
1. Written documentation of the Family Heating and Air 10-year service warranty as promised.
2. Clarification and fulfillment regarding the thermostat that was included in my purchase.
3. Application of the $300 discount that was offered as resolution.
4. Clear communication and accountability from the company to avoid further misrepresentation.
As of May 5, I called again they have passed me off to someone else (Mitch, Install Manager) also promise to find out what going and get my paper work to me. He hasn’t. I feel I’m being given the runaround again and just want this resolved.Business Response
Date: 06/04/2025
We have spoke with Mrs. ******* regarding her concerns. Our Sales Manager, Curt spoke with her and explained the 10 year warranty and
emailed her information for the warranty on 5-14-2025. The extended warranty was submitted to AIG, it has to be processed, she should
receive a copy from AIG as soon as it is finalized. (I have attached the 10 year AIG warranty purchase) Her contract was $13,623.00, she
financed her system through Wells Fargo and $13,323.00 was charged on 5-6-2025. We apologize that our salesman made a mistake when he quoted
her system, the thermostat that was quoted on her contract will not work with her system. We installed the correct thermostat during her install
and gave her a $300.00 credit. We just resent Mrs. ******* her invoice that shows her $300.00 discount for the thermostat. If she has any more
questions, please call our office ************Initial Complaint
Date:10/21/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In may of 2023 a claim was filed via American home shield for our A/C unit failing to come on. It took almost a month for techs to be dispatched to my home to find the issue,( not sure if that was on AHS’ end or family heating’s end) and they said we needed a new compressor and refrigerant charge. It took another week or so to get the compressor to my residence and charge the unit(we were charged over 1,000$ for 8 pounds of refridgerant) and installed and evap coil, and repaired a seal leak. During this visit and the previous vist neither tech spoke to my wife about what was done they felt it sufficient to speak with my 15 yearold son, my wife only got an invoice for information. About a week later we called again, the techs come out to my residence
The date of the invoices are 6/19and 6/28, an older gentleman was dispatched and found that the seal replacement wasnt done properly and fixed that, fast forward to september and my unit began freezing up and wouldnt turn on. We had canceled AHS in august because of how long it takes to dispatch techs to fix issues so we hired two other third parties and the first, had to release 5 pounds of refrigerant because the unit was over charged, its a 2ton unit that only requires 3pounds and 8 pounds was put in bu family heating and air. It froze again 3 days later so i called another company who also verified that 8 pounds is too much for my unit, they also found that the compressor that was installed was a 24,000btu compressor and my unit requires a 20,000 btu compressor. A new compressor will cost roughly 3400$ per a quote i recieved and i over paid for freon refrigerant 410A by 695$. Family heating and air blames AHS ,however our contract clearly states AHS is not responsible for incorrect parts or discrepancies for installs. I believe family heating and air is responsible since they installed the parts and im looking for compensation to just purchase the correct parts for my unit that ive spent over 1k on already.
-jeffBusiness Response
Date: 11/21/2024
I have reviewed your repair, it looks like you were overcharged for refrigerant and we will be happy to issue you a refund for $695.00 The compressor was supplied by American Home Shield and we are required to install what equipment they supply. Have you already had the system repaired, if not, we can try to work something out with Home *********** *** and see if they will supply a different compressor.Customer Answer
Date: 11/27/2024
Complaint: 22447066
I am rejecting this response because:
We are still negotiating via phone on how to best resolve the issue.
Sincerely,
Jeff ******Initial Complaint
Date:09/03/2024
Type:Service or Repair 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.
In April 2023 we signed a contract with Family Heating and AC to install a new system. One of the line items for included services was an additional transfer duct to resolve issues with uneven heating and cooling. Because it was in our contract, the tech suggested we schedule the transfer duct installation at the QA system check. We requested it then and waited for a scheduling call that never came. This has repeated at every service call since. Since the last service call we've made contact 4 times with the company and scheduler requesting the service. Each time we've been told the installation supervisor said it wouldn't happen. First he couldn't find the "add transfer duct" line in the contract. We clearly described its location to Leanne. The company then claimed a tech wrote in his notes we had the option to install either a UV light or the transfer duct and we chose to have a light installed. This exchange did not happen. I pointed out those are 2 different services, charged separately. The UV was an additional service that we requested and was an additional transaction (reference number 030069280). I requested a refund for the light in that case our choice was either/or. I was then told no refund because they're different services but I could pay for a transfer duct if I'd like. I declined citing the original contract again. I was then told the supervisor said he couldn't find it in the contract, but we could pay for a new one. I asked the supervisor to speak with us directly and was told that would be requested, but not guaranteed. I was also told a transfer duct/jump duct may not be a duct that would facilitate a more even air flow (it is) and they would contact us again.
I want the transfer duct as indicated in our contract.Business Response
Date: 10/04/2024
We installed Mrs. ******'s Bryant system 4-29-2023, the contract she signed did state that was was receiving a transfer duct with the system. Our installers were talking to her about IAQ products and she was interested in the REME Halo. Mrs. ****** decided to purchase the REME Halo and not get the transfer duct. We went out and installed the REME Halo on 5-5-2023, she paid the difference between the REME Halo ($955.00) and the transfer duct ($255.00), which was $750.00. We lowered the price from $955.00 to $750.00 to offset the cost of the transer duct. Unfortunately, after the REME Halo was installed the customer wanted a refund for the REME Halo, once it is installed we can not return the product. In order to make Mrs. ****** happy, we are willing to give her the transfer duct at no charge to resolve this issue. These are the notes from the installer that installed her system.
Last modified by Dane T. on 04/29/2023 - 12:20 PM Work Order 49506 Dane and Chase performed install
Note: Customer wants to sub out transfer for Reme-led on QA due to new system pushing more airQA: may 12 (flexible )
I recommend duct cleaning, tore out old equipment
Tore out old decks
Set and sealed new deck
Line and sealed return
Sealed closet
Set unit
Ran copper
Braised in with low flow
Ran drain
Installed p trap
Installed ss2
Wired system high and low volt
Four pieced and sealed with mastic and tape
Fostered plenum
Installed thermostat
Placed and leveled new pad
Set unit
Installed k-flex tough stuff armor flex
Braised with low flow
Installed conduit over t-stat wire
Wired system high and low volt
Anchored unit to pad
Strapped drain to pad
Pressure tested
Evacuated system to proper microns
Released charge
Tested system
Installed new return grill
All ops good
Job complete.Customer Answer
Date: 10/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22232226, and find that this resolution is satisfactory to me. The response from the business is inaccurate. We did not want to refund the REME. We were happy with that purchase. As stated in the original complaint we wanted the transfer duct from our contract installed. John sent a message via Leanne that we were given the option to either choose the REME or transfer duct and chose the REME. The transfer would be an additional charge. Since at that point we'd paid for both products we gave the company the option to either refund one service (ie one paid and one completed) or complete both services.There were 7 contacts from us to Family Heating and AC that went unanswered (supervisors in meetings, the owner's wife needed to respond). After an 8th contact from us and at least 2 from the BBB an install was scheduled and completed. My husband expressed hesitance as our trust in the company was lost and he now questioned their desire to complete a job of quality, but we agreed. The transfer duct was installed on 10/3/2024. The installers were efficient, professional, and friendly. That has always been consistent.
As a result of this experience and reviewing other complaints listed on the BBB's cite, this company has failed to uphold the integrity of an A+ BBB company. Please reconsider their rating.
Sincerely,
Alyssa ******Initial Complaint
Date:07/31/2024
Type:Service or Repair 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.
AHS sent out Family to diagnose my ductwork after finding a water spot in my hallway from the condensation from a broken duct. My AHS contract allows $15,000 for ductwork. After failing to show up 2x, (1st time the dispatcher canceled at 10 am after waiting 9 days bc she said people didn’t want to work, the second appt on the 12th was canceled via text at 6pm after waiting all day) finally they sent a contractor on the 15th almost 2 wks after my initial call. When someone finally showed up - he was nice and quoted the work, I was told this was normal wear and tear and I quote - he said this is old gray flex duct that is known to fall apart and will all need to be replaced. The home was built in 1989 and potentially 34 yrs old. He also recommended new grills bc of the rust and water damage from condensation collecting on them. After he quoted me $15,900 to replace duct lines, seal the boots, new grills, he left and said it would get sent into AHS. I waited over a week for the diagnosis to be sent in. I had to call several times to request it. When it was finally sent in, not only was the estimate different from what I was provided but it was claimed to be not normal wear and tear. I have called so many times to get this clarified. The front office and the dispatcher has relayed these messages and no one calls me back. I don’t know why family even came out if they knew they had no intentions of helping. I showed them the water damage. I showed them the rusty returns. I have fought AHS thinking family have tried calling but according to AHS they’ve called 3 times saying it was normal wear and tear but have not once called me to discuss. Family website even offers duct repair so I would love to know why failing duct work that is 34 yrs old would not be normal wear and tear. My biggest frustration is every time I call - they are in a meeting or so in so will call back - they have not ONE TIME called me to explain to me why this is not normal wear and tear.Business Response
Date: 09/09/2024
I apologize that you were rescheduled, as you know summer time in the Gulf Coast is extremely hot and sometimes our schedule gets extremely hectic and we are forced to reschedule some calls and quotes. Unfortunately, AHS makes these decisions, not us. We turned
over all of our notes and pictures to AHS and our direct representative. They
chose not to cover this claim. Ultimately, your issues it with them and not us,
this is out of our hands.Customer Answer
Date: 09/11/2024
Complaint: 22072374
I am rejecting this response because: I was able to get 3 AC companies out for a free quote within 24-48 hours so I do not believe that is an issue. However, I waited and Jeff provided me the quote of $15,791 and stated it was normal wear and tear but someone else within your office submitted to AHS $7,820 and then claimed it was not normal wear and tear which is why my claim was denied. I called numerous times without anyone returning my call. Your dispatcher even said she went directly to you after I begged for someone to help me with this issue and you declined to help. I had to pay $125 for your company to come out and provide a quote despite having 3 free quotes. I was able to get all 3 companies to provide the reason being normal wear and tear due to the ductwork being 34 years old along with the grills needing to be sealed w mastic to the drywall and new grills to help with the condensation and air flow in rooms with no issues. However, I have yet to be able to get the quote from family that has the reason the ductwork needs to be replaced. I have said over and over I will work with AHS but I need the quote to word what your rep Jeff said at my home I am still asking for a detailed quote from Family as AHS is saying family is saying I tore the ductwork which is why it is being denied but Family is telling me AHS is just declining it. I paid $125 for the quote - I should be able to get a detailed quote of what was needed and why.and I did provide AHS with all 3 quotes from the other companies that stated it was due to aging ductwork but they are refusing to acknowledge all three
Sincerely,
Beth *****Initial Complaint
Date:09/07/2023
Type:Service or Repair 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.
Technician came to the house due to an AC issue. Used a leak detector that seemed erroneous and went off anytime he moved it (another company subsequently came out and it only went off at the actual source of the leak). Did not pressure check the system, shot a leak seal into system, did not vacuum check after to ensure there was no longer a leak, shot 4 lbs of freon into the system. The next day I called again when it didn’t seem to be working. Tech came back out and all the freon he put in the night before was gone. I was charged over $1,000 and was in the same situation I was in before I called Family Heating and Air. They did not repair anything.Business Response
Date: 10/26/2023
On Oct 16, 2023, at 12:42 PM,
Service Manager - Family Heating and Air <[email protected]>
wrote:
Spoke with customer. His biggest complaint was he felt like we
were over charging him. The system is right at a year old, The company who
installed it did not change the line set. After speaking with the customer, he
had the exact repair done that Joe had recommended. It was done by a company
that was less expensive than we are. In his complaint he rattled of about
pulling a vacuum and pressure testing. I explained to the homeowner that the
only time vacuums are pulled in the industry is after the repair is made. I
then explained that in order to pressure test, we would have to pull remaining
refrigerant, pressure test with nitrogen to find the leak and it would have
been just as expensive. Again, we told him what the problem was, he had another
company repair because he didn't like our prices. If you would like to refund
any of his many, I am sure he would be happy however i don't think we were in
the wrong.We are willing to offer him a 50% refund. let us know if he accepts our offer.
Customer Answer
Date: 10/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20565631, and find that this resolution is satisfactory to me.I am not sure if the Family Heating and Air can read my comment, but it was not just about the price, but that I spent over $1,000 and had the same issue less than 8 hours later, then the tech diagnosed the real problem the next day. Yes I thought the price of the freon was high, but after spending that much money and being told I needed to spend another $1,200+ I wanted a second look at it. I spoke with the gentleman from Family H&A and he told me the freon I paid for would have been credited toward the service, but that was a simple misunderstanding on my part or lack of communication. I appreciate the followup and accept their offer.
Sincerely,
Joe *********Initial Complaint
Date:04/12/2023
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.
We were assigned Family Heating and Air through American Home Shield for our HVAC problem. They determined the outside condenser coil be replaced.
Family Heating and Air gave us a quote for replacing the coil.
The coil was on back order. So, it was determined that a new condenser unit would be installed.
Family Heating and Air sent us a revised quote for modifications and coverage to bring the installation up to code. See attached quote.
On February 1, 2023 Family Heating and Air installed the new condenser unit. They wanted payment per the quote and we would talk about the charges later when I got a copy of the new invoice of the work that was done. See attached.
After almost a month (February 27, 2023) I put a stop payment on the check.
Called Family Heating and Air on 3-13-2023 to discuss that charges, Andrew was to get back to me that afternoon (no response.) Called 3-14-2023 talked to Nora, she said the there was nothing to talk about, Andrew would not be talking to me also. She said that AHS paid for the unit and I had to pay the installation.
Called AHS 3-16-2023, talked to Jackie, she told me that the quote was for modifications and that I had to talk to Family Heating and Air to resolve my problem not AHS, even though Family Heating and Air told me if was for the installation of the unit and not for the modification that they listed in the quote.
I sent an e-mail to Family Heating and Air on 3-27-2023, and I explaining the above. I haven’t gotten a response.
I sent an e-mail to David ****** The owner you have listed for Family Heating and Air on 4-1-2023, and I explaining the above. I haven’t gotten a response.
I am willing to pay for modification as listed in the Quote #: q16379 for the $80 locking caps and $155 copper modification for $235 and an additional $65 Misc. for $300. I will not pay $425 hurricane pad and $500 electrical whip and breaker ($925) Pad, Whip and Breaker were existing and up to code not modified.Business Response
Date: 04/26/2023
This is the first time i have seen anything on this customer. MR ***** please just pay the $300 and it will be fine.
David ******
Customer Answer
Date: 04/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19924110, and find that this resolution is satisfactory to me.
Sincerely,
Paul *****Initial Complaint
Date:08/28/2022
Type:Product 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.
Called Family heating and air for a service call. They came and said the unit was not repairable. They sent out a salesman that day and he looked the situation over and saw the limited space that was available for the units at the condo complex. He said he had a coastal unit but he would sell me for $8532.00. He said they would have to add 6 inches to the raised platform that my unit and 2 more units were one because it needed more breathing space. When they put the outside unit in they had built a whole new platform a foot off the ground.. which would not pass the beach code... and moved the platform out 2 feet into my parking spot. The owner of the company who had never been out there told them to put it in the area my car is parked. I have pictures that I can provide you if needed. They made me pay them ahead of time so I did. After numerous calls Justine the salesman, Andrew in the office, who hung up on me and to the owner that never called me back they finally brought out a unit that would work. If it hadn't have been for the installers I don't think they would have changed it. The new unit is $7559.00 and the service call which was suppose to be in the price of the unit was $99.00. After once again calling the office many times for the $1042.00 refund of the price, everyone is always in a meeting, out sick or having a family emergency. I also have a copy of both invoices to verify all this.Business Response
Date: 09/15/2022
we tried everything we could do to get you air as quick as we could like you wanted. the units we have access to are not the same size as your old one. They are taller and wider. We did remove the one new unit that we installed and replaced it with one a few inches shorter. There was a difference in price that was refunded. at the end of the day we just want you happy and cool.Initial Complaint
Date:08/25/2022
Type:Service or Repair 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.
We were assigned family heating and air through our home warranty for air conditioning repairs. When they came to our house for the repairs they recommended we pay upfront and they would submit the paperwork for reimbursement through the home warranty. They then failed to submit the paperwork and in fact Sean reported that we requested not to file through the home warranty. And this is an obvious lie. Why would we request repair through our home warranty provider then decide to just pay out of pocket and not file the claim? Ultimately we had to file through the home warranty for reimbursement of the repairs.
Also during the diagnostic evaluation it was noted that the thermostat needed to be replaced. However, family heating and air has continued to refuse to replace the thermostat. They refuse to communicate with the home warranty company regarding re-opening this claim and providing the necessary repairs.
If it weren't for them being assigned through the home warranty company I would never use their service. Would recommend all considering HVAC services avoid family heating and air as they provide subpar equipment, services and repair as well as unscrupulous business practices.Business Response
Date: 08/25/2022
this was a misunderstanding my csr was confused she did not read all the notes on the call when he called the shop. She did not understand a tstat and a controler is the same thing. his controller was ordered and we were in the process of getting it scheduled. His system is up and running so we were working him in when we had spare time to do the repair. The office has contacted the customer to get it scheduled.Customer Answer
Date: 08/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the repairs were finally completed. I do not believe that this was a simple misunderstanding or miscommunication. This has been an issue for several months including repeated phone calls regarding the needed replacement of the thermostat controller. We also had multiple technicians that came to the house and documented need for replacement of the control thermostat. Not until this complaint was posted on social media as well as the Better Business Bureau did the company decide to replace the unit and blame the refusal to replace the faulty thermostat on a customer service representative and miscommunication.
It is funny how 2-3 months of fighting with this company to replace the faulty unit was met with refusal over and over again. However, within 30 minutes of a Facebook post and complaint file to the Better Business Bureau, all of a sudden they were willing to work with us and make things right.Business Response
Date: 08/29/2022
Look we made a mistake. I talked to the CSR after she talked to you thats when i seen the issue. I am the owner and i have taken over the service manages task. Our response had nothing to do with any post or this complaint. We made a mistake in our communication to you. The controller was ordered and was wafting to schedule.
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