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Business Profile

Windshield Repair

Safelite Auto Glass, Inc.

Complaints

This profile includes complaints for Safelite Auto Glass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Safelite Auto Glass, Inc. has 651 locations, listed below.

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    Customer Complaints Summary

    • 1,932 total complaints in the last 3 years.
    • 704 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/24/2024

      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.
      In October of 2023 I had a chip repaired by safelite. The chip spread and I ended up having the windshield replaced by safelite in January 2024. Safelife’s warranty is that they credit that chip repair amount toward the replacement. The shop said they have that refund processed later, so I paid the full amount. I contacted support and they agreed to all the points above and said it was just being processed. I have called Safelite customer support every few weeks since January and each time they say they are trying to contact the shop, or the payment is currently being processed. I have still not received the refund so I continue calling weekly. Once, they said the check had been mailed, but when I called again it had never been mailed. Each time they are sorry, but again nothing happens. They have not once replied to my emails or returned a call, they only discuss this with me when I call. They are very polite but since it’s nearly June I can’t help but assume this warranty is a scam and that they are trained to pretend it’s being processed while it will never be processed. There is no other reasonable explanation to something taking this long with me checking in on it so frequently.

      Business Response

      Date: 05/24/2024

      Hello,

      We are sorry for this trouble we show that this was refunded of the $258.61 to card on file Ending VS ****. Please see the attached. We are also escalating this to our Billing team to reach out as well. 

      Thanks

      ****** ****** 


      Customer Answer

      Date: 05/28/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 21756012



      I am rejecting this response because: The businesses response (that they have refunded me) is incorrect and the attachment they sent is the invoice for when I paid to them for the initial service.


      Regards,



      ******* ********

      Customer Answer

      Date: 05/28/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 21756012



      I am rejecting this response because: The businesses response (that they have refunded me) is incorrect and the attachment they sent is the invoice for when I paid to them for the initial service.


      Regards,



      ******* ********

      Business Response

      Date: 05/30/2024

      Please see the attached.  Please contact Sales Audit ###-###-#### 

      Customer Answer

      Date: 05/31/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 21756012



      I am rejecting this response because: I have not yet received the check. Is it possible they haven’t yet mailed it or it was lost in transit?



      Regards,



      ******* ********

      Business Response

      Date: 06/03/2024

      Please see the attached refund confirmation.  This can be given to your bank as confirmation. Sorry again for the delay. 
      Thanks,
      ******

      Customer Answer

      Date: 06/03/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 21756012



      I am rejecting this response because: 
      I am still waiting for the refund. I received an email from Safelite with this same screenshot and a message saying the refund should be processed in 5 business days. This will be the second time I’ve been told this, so I would like to wait to mark this as resolved. 

      I would like to add that I should have to press them this many times in order to get a refund that should have been processed months ago. I worry that they are intentionally difficult to get out of honoring this policy. 



      Regards,



      ******* ********

      Customer Answer

      Date: 06/13/2024

      Resolved. 

      The payment has been received.

      I would like a record that I should have been refunded January 14, 2024 when this purchase was made, or shortly after  instead this took them numerous calls, emails, and complaints and it has been nearly 5 months. This is not good business practice, and I believe the company acted dishonesty by evading my messages and failing to process this without being pursued. Please note this and close the case.

      Thank you.

       

    • Initial Complaint

      Date:05/23/2024

      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.
      Safelite sent one of there employees named *********** to my house to repair my window, he was working on my car for about 40 mins and the rep broke the part for the window to roll up and down while taking the door off and putting it back on, he tried to say I broke it when I know it wasn’t broke. It was never a sound or it stopping or anything before he touched my car
      And my old car was broken into before and I didn’t not have this issue. When he came, he didn’t seem like he was an expert based off what he was stating and saying.
      He pretty much said he tried to called his manager to see if they had replacement and because they didn’t he said I have to get fixed and call them back.
      I should not have to pay for something to get fixed that was not broke before he touched my car.
      I called him and told him that it wasn’t broke and I wanted to talk to manager, he stated he will have manager call me. Hours went by I tried calling him a few times and he blocked my number.
      I call private and it went through.
      I want my window fixed and I want them to fix what their employer broke.

      Business Response

      Date: 05/24/2024

      Hello,

      Thank you for reaching out, I am sorry to hear about the inconvenience. Per our conversation, the technician removed the door panel, and he discovered the regulator was already broken, we are unable to complete the glass replacement until this is fixed. The regulator can break due to the impact, this would be an out-of-pocket cost unless you file a claim through your insurance company. Please reach out to us at ###-###-#### if you have further questions.

      Thank you,

      ****** ****

       

      Customer Answer

      Date: 05/24/2024

      This company is useless and they are liars, they have multiple bad reviews and they customer service suck, their employment told me he will have manager call me and he blocked me. Their employee broke my door and it needs to fix, multiple people cars that was broken into the same day as mine none of our regulators was broke. Your able to see the regulator was broke before you take the door off 

      it was working fine before he touched my car. 
      they don’t want to own up to it. 
      they did not give me a resolution 

      i Will be filing a police report against them and I will be getting a lawyer 

      Business Response

      Date: 05/28/2024

      Good afternoon, 

      We apologize for the inconvenience experienced. Per my conversation with the store manager, it was confirmed that the technician removed the door panel in which they found the regulator to be damaged from the break/impact on the glass. This damage would need to be addressed prior to service from Safelite. Please refer to insurance for further assistance with filing the claim for the regulator. 

      Thank you, 

      ****** ******

    • Initial Complaint

      Date:05/23/2024

      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 am writing to file a complaint against Safelite regarding an overcharge for services provided on October 20th. I received a quote for 510.93, which I approved, but the final charge was 963, nearly double the original quote. The increase was due to additional services that were performed without my approval or knowledge.

      This service was for a company car, and I am now being harassed by Safelite, who have sent me to a collection agency for the disputed amount.

      Thank you for your assistance.

      Business Response

      Date: 05/24/2024

      Hello, 

       

      Safelite has agreed to write off the collection amount of  $510.93. We have updated our Billing team and they will cease the letters from our ICA collections departments. 

      Thanks

      ****** ****** 

      Customer Answer

      Date: 05/28/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I accept the business's response to resolve this complaint.



      Regards,



      ***** ************
    • Initial Complaint

      Date:05/23/2024

      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 bought a windshield September 29th 2023 and they broke the remote start antenna on the stuck to the windshield with adhesive tape from Car toys. They told me to get it replace at Car toys and to send them the bill for $206 dollars. I emailed *********** ****** the reciept and never heard back. The original price of the windshield was 272.78, the work order was **************

      Business Response

      Date: 05/23/2024

      Hello, 

      We have escalated this matter and are waiting on the casualty loss form to pay this invoice. 

      Thank you

      ****** 

      ###-###-####

    • Initial Complaint

      Date:05/22/2024

      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 initially went to Safelite for my windshield replacement on May 3, 2024. I waited there for over three hours and was told they replaced the windshield, but couldn't recalibrate my car which left several features unusable e.g. cruise control, lane assist, etc. They asked me to contact the dealership regarding the error code they were getting. They said their system "wasn't sophisticated enough" to interpret the code. I called the dealership and they were dumbfounded and said Safelite absolutely should be able to determine this and should not have asked me. I called Safelite back and rescheduled to have them calibrate. I went back on May 13, 2024 for this and was told they were still unable to recalibrate it and I needed a "part." I was told to come back May 22, 2024, which I did, and they acted confused when I arrived and didn't know what "part" I was referring to. I waited 30 minutes and they finally figured it out and asked to try to recalibrate it again, but again were unsuccessful. They now have me scheduled on 6/4/24 to calibrate with the part. Another customer was there on May 22nd and he stated this was his SIXTH visit.

      This is an egregious waste of customers' time, money, and trouble based on incompetence and disorganization. This needs to be addressed. I want my money refunded to me for the time and gas of myself and the other three people that have been inconvenienced to help me get back and forth to Safelite for all of these visits.

      Business Response

      Date: 05/23/2024

      Hello,

      Please accept my sincerest
      apologies for the experience you have had with us. The OEM glass needs to be installed for the recalibration to be successful, the glass has been ordered and is in transit. Per our conversation, we are going to refund your $100 deductible to the card we have on file for the inconvenience this has caused. Please reach out to us at ###-###-#### if you have further questions or concerns. 

      Thank you,

      ****** **** 

      Customer Answer

      Date: 06/07/2024

      ****** *****' via Dispute Resolution - Shared Inbox <[email protected]>
      Wed, Jun 5, 11:57 AM (2 days ago)
      to disputeresolution

      Good morning-Sorry for the delay in response. I was out of the country. I am very pleased with the response from ****** at Safelite. She was very kind and helpful and I was able to get my car recalibrated with the part yesterday. I also received my refund.

      Thank you to the BBB for your assistance in this matter. You were very helpful!
      ****** ********
    • Initial Complaint

      Date:05/22/2024

      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.
      April 2022: got windshield replaced at Safelite
      Paid $499.32 (423/2022)
      Feb 2024: took same car to Crash Champions to get bumper work done and windshield replacement.
      Was informed by Crash Champion's Service Advisor that: "Per our previous conversation please see attached bill and photos to repair the damage caused by the previous glass company that replaced the windshield on your vehicle. It appears they used some kind of saw during the removal and cut though the cowl panel as well as the clips for the cowl panel exterior trim cover when they removed the windshield. We also notice an almost complete lack of urethane adhesive on the top edge of the windshield as well and overall extremely poor workmanship by the company that did this work previously. I would 100% recommend reaching out to them and seeking reimbursement for the damage they caused to your vehicle due to this extremely poor quality work." (photos provided)
      The windshield replacement in 2024 could not have been done without repairing the damage from Safelite.
      We paid $657.45 to Crash Champions to repair the damages that Safelite caused to our car.
      We have been trying to get ahold of Safelite since Feb 2023.
      Could not reach anyone in customer service because when you call their number an automation says, "we cannot help you at the moment" and hangs up.
      We filed a complaint through Safelite website in February 2024.
      They called us back on 4/2/2024 and customer care said the complaint was sent to her by mistake because she's located in Reno and could not help us.
      We have not heard from them since and cannot reach anyone when trying to get a hold of a customer service agent.
      We would like this issue resolved by Safelite by reimbursing the amount we paid for the damage caused by Safelite of $657.45

      Business Response

      Date: 05/23/2024

      Hello,

      Thank you for contacting our office, I am sorry to hear about to the inconvenience. Per our conversation, Safelite must be given the opportunity to inspect the vehicle damage prior to the approval of any warranty claim. If Crash Champions already repaired the damage without us being able to inspect it this voids our warranty, please see attached. I spoke with the Safelite shop that completed the replacement in 2022 and they advised they were not given the opportunity to inspect the issue. Please reach out to us at ###-###-#### if you have further questions or concerns. 

      Thank you,
      ****** ****
      Customer Care Representative

      Customer Answer

      Date: 05/23/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 21746893



      I am rejecting this response because Safelite's expectation of inspecting the vehicle first is unreasonable in this case. 
      The damage caused by Safelite was found due to body work/windshield replacement done by Crash Champions in Feb 2024. Crash Champions was not able to complete the windshield replacement unless the damage was fixed. Our first attempt to contact Safelite was in Feb 2024 and our efforts to contact Safelite continued through May 2024. Safelite did not respond until I filed a complaint through BBB. Therefore, it is unreasonable for Safelite to expect us to leave our car in the shop with no windshield for 3 months to wait for them to respond to our request as our car would not be drivable. It was not an option to put the windshield back on because the damage was too severe. 



      Regards,



      **** *******

      Business Response

      Date: 05/31/2024

      Hello,

      We have approved of the $499.32 refund. Please see the attached form that needs to be signed and returned. Please provide the address we should send the check to.

      Thank you,

      ****** ****

      Customer Answer

      Date: 06/04/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I accept the business's response to resolve this complaint.



      Regards,



      **** *******
    • Initial Complaint

      Date:05/22/2024

      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.
      Paid twice for the service. Service was great but they charged me twice. Now they seem to not know how to refund me. I paid 500 dollars 2 times. Just want my 500 back.

      Business Response

      Date: 05/23/2024

      Hello,

      The original appointment scheduled was prepaid through PayPal, when that appointment was cancelled your prepayment would be refunded back to your PayPal account by PayPal. You would need to reach out to PayPal directly for assistance in getting your initial prepayment refunded. For further assistance, please reach out to ###-###-####.

      Sincerely, 

      ***** P | Customer Care Representative
      7400 Safelite Way | Columbus, OH, 43235

       

      Customer Answer

      Date: 05/24/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 21746624



      I am rejecting this response because: When my money is back in PayPal I will close this complaint. you owe me 500.00 dollars.



      Regards,



      **** *******
    • Initial Complaint

      Date:05/21/2024

      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.
      I had a side window replaced on May 2nd with Safelite on my 2022 Ram Promaster City. 2 weeks later, the first time we used the window, it did not roll back up. due to our busy workload, the first time I as able to get it in for a warranty appointment was today. The technician that came out was thorough in finding the problem. After making phone calls, he advised me that Safelite will not cover this under warranty. I was told that it was missing a plastic piece the attaches to the widow regulator that catches the window and rolls it back up. He was told to tell me "A window breaking can weaken the regulator, resulting in it not working." Now, I have video of this window breaking from the rock, along with pictures of this after it broke the. The window regulator was never operated until the technician replaced the window. There was no way it could have weakened the regulator. This seems very suspicious in try to not stand behind the warranty you offer. It is extremely unfortunate that Safelite will not truly stand behind their work.

      Business Response

      Date: 05/22/2024

      Hello,

      Please accept my sincerest apologies. I attempted
      to reach you on the phone and left a voicemail message. We are escalating this concern to the Safelite shops regional safety quality manager for further assistance. We will reach out once we have an update on this. Please reach out to us at ###-###-#### if you have further questions or concerns in the meantime.

      Thank you,

      ****** ****

    • Initial Complaint

      Date:05/20/2024

      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 am writing to address the cancellation of my scheduled appointment and the refund of my payment. On 05/07/24 I prepaid $380.45 for a Safelite technician to come to my residence to remove the windshield from my 1995 Jeep Cherokee. The technician informed me that due to rust on the top window pillar, he was unable to complete the service. I was advised to have the rust spots repaired and assured that Safelite would return to complete the job. After having the vehicle's rust spots repaired, I confirmed a scheduled service with Safelite for 05/14/24. However, I was later contacted by a representative from the San Antonio branch who informed me that due to the age of my vehicle, the service could not be completed at my residence and that I would have to take my vehicle to the San Antonio branch. I disagreed with this option and expressed my safety concerns and how work has been started already. Therepresentative did no assist and had hung up the phone. When I called back, nobody answered, so I contacted the customer service 1-800 number and spoke to a representative, I explained that work had already been started by Safelite, as my window had been removed, and now the local San Antonio branch was asking me to operate my vehicle on a public roadway with no windshield or have it towed ar my expense. I was assured that there should be no issue and set up a work order for me for 05/14/24. I took a personal day off from work to meet the Safelite technician but did not receive a callI discovered that I've been canceled and refunded without my knowledge or notification. I then spoke to another customer service representative to express my safety concerns and to document this issue. I don't understand how this is the customers fault, I paid for the service, a Safelite technician started the job by removing my windshield. This is unprofessional and I would like my original windshield back so I can move on from this.

      Thank you

      Business Response

      Date: 05/21/2024

      Hello,

      Please accept my sincerest
      apologies for the inconvenience this has caused. Per our conversation, we are escalating this to the Safelite shop's field management team for further assistance. Please reach out to our customer care department at ###-###-#### or reply to this email directly, if you have further questions or concerns in the meantime.

      Thank you,

      ****** ****

      Customer Answer

      Date: 05/22/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: 2173593

      I am rejecting this response because Safelite has not taken any accountability regarding this matter. I have been dealing with this issue for two weeks. Safelite decided to conclude business with me by canceling my appointment and refunding my payment without my knowledge or consent. My windshield was removed by Safelite, and no attempt has been made to return my property. Safelite called me on 05/21/24 and offered $100 to assist with paying for a new windshield that would be installed by the Safelite mobile technicians team. I declined the offer. I believe that Safelite should not charge me for a new windshield, and after deciding to refund me, Safelite should take responsibility and return my original windshield back or replace it.

      Regards,
      ******* ******

      Business Response

      Date: 05/30/2024

      We apologize and we will get this payment of $190 processed please see the attached that needs to be signed and returned. Please reply with the address of where to send the payment to. 

      Thanks 

      ****** ******
      Job Coach 
      7400 Safelite Way| Columbus, OH 43235

      Customer Answer

      Date: 06/01/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I accept the business's response to resolve this complaint.



      Regards,



      ******* ******
    • Initial Complaint

      Date:05/20/2024

      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.
      August 2023 Replacement windshield installed
      Windshield began to leak from faulty seal and poor insulation when driving in the rain from the top of the windshield at the rearview mirror. We have video evidence of this happening.
      Satellite is refusing to warranty the window due to a small rock chip they found after agreeing to warranty the window.

      Business Response

      Date: 05/21/2024

      Hello,

      I am very sorry to hear about the inconvenience. I see that your windshield is currently in the process of being replaced under warranty at our Nashville, TN Safelite shop. Please reach out to our customer care department at ###-###-#### if you have further questions or concerns.

      Thank you,

      ****** ****

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