Important information
- Customer Complaint:Penn Foster would like to expedite a solution to any issues you may have. They ask that prior to filing a complaint with the BBB please contact them directly at 570-961-4014 and Corinne Lenzer or Marie Allen would be happy to help you.
Complaints
This profile includes complaints for Penn Foster's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 183 total complaints in the last 3 years.
- 91 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:04/06/2024
Type:Delivery 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.
on 11/17/2023 i paid in full the course tuition of $899.00 for the small engine repair course after viewing the website and it stating at the completion of the course I would receive a ****** and ******** four cycle manual, and the *** test prep manuals. After completing the course 1/8/2024 I waited till first of FEB, made contact through chat where they stated they would push my completion package. I didn't receive anything in the time frame they state 4-6 weeks after I completed my program. MAR 20 called to check on status, was told my package would get pushed again, still didn't receive anything, but got a back order notice on my student portal that stated if i didn't receive anything by APR 3 to call, I waited an extra day and called APR 4; talked with someone again and I stated that the manual was the wrong one on the backorder form and wasn't the one posted on the website, also stated I didn't get my *** package. APR 6 received manual for Tecumseh that was published in May of 2000, and no *** test prep package still. I feel like i was mislead to enroll and now being given the run around to what I actually should receive. Any assistance would be great appreciated. Also included screenshots if you need more please let me know.Business Response
Date: 04/10/2024
BBB Case Number: 21540112
Name: ***********************
Student Numbers: 24002505
To Whom It May ***************** welcome the opportunity to address Mr. ******* concerns. **************** enrolled into the Small Engine Repair diploma program on November 17, 2023, by signing and enrollment agreement and payment in full. On January 8, 2024, **************** went into graduation status.
Upon graduation students will receive 2 supplemental books. They will receive the *** Certification Exam Prep Book and the Tecumseh/Craftsman book. This book did recently replace the previously provided ****** and ******** book. We do provide a disclaimer that we reserve the right to change program content when it becomes necessary. We are in the process of updating our Marketing site.
As *************** stated he did not receive the *** book, I will have that resent for him.
Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
*****************************
Escalation SpecialistCustomer Answer
Date: 04/11/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21540112
I am rejecting this response because: The manual sent was published back in May of 2000. Penn Foster states they care about giving the upmost education but handing out material that was published 24 years ago. I would think that schools would want to provide the most up-to-date material that a student is going to face in the real world setting. Also if Penn Foster knew they were making changes and haven't updated the website, how come as a new enrolling student I wasn't informed of the change; other schools/colleges I have attended were very upfront about things printed on materials but was not changed, and they didn't have the documentation updated yet. Seems like a bait and switch tactic because of advertising one thing, then trying to use the disclaimer "we reserve the right to change material if needed". My question is why the need for the change if Tecumseh and craftsman engines are not being produced anymore, but ****** and ******** engines are now the most commonly used engine.
Regards,
***********************Business Response
Date: 05/07/2024
BBB Case Number: 21540112
Name: ***********************
Student Numbers: 24002505
To Whom It May ***************** welcome the opportunity to address Mr. ******* concerns. The Small Engine Repair program itself is under review for course revisions.Currently the Tecumseh manual is the manual offered post-graduation. As an act of good faith, we are going to provide **************** with an updated ****** and ******** book. The tracking number for this will be 1Z401532YW12129658.
Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
*****************************
Escalation SpecialistInitial Complaint
Date:04/04/2024
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.
I enrolled my grandsons in the high school diploma program. Their mother is deceased and they received Survivor Benefits from SSI. I was informed that SSI letters would be provided as needed and that the boys would be enrolled as full time students. Now the letter for Survivor Benefits is due and was told they do not give any credit for full time student or fill out paperwork for Survivor Benefits. Now the children will lose benefits and I will be in trouble.Business Response
Date: 04/09/2024
BBB Case Number: 21532444
Name: ***********************************
Student Numbers: Accounts ******** 23980519
Students ******************* and *********************
To Whom It May ***************** welcome the opportunity to address Ms. ********** concerns. ********************** enrolled ******************* into the High School diploma program on August 15, 2023, by submitting a signed enrollment agreement and down payment. ********************** enrolled ********************* into the High School diploma program on October 4, 2023, by submitting a signed enrollment agreement and down payment.
Penn Foster does not advertise or state that students are full/part time. One of the benefits of Penn Fosters programs and the reason so many of our students choose our school is the ability to work at their own pace. The flexibility it affords our students does not allow us to certify our students as attending full-time because each student works independently and at their own individualized pace.
We ,regrettably, are unable to assist ********************** with her request. Penn Foster does not state or advise that we are able to fill out social security paperwork as we have a letter that directly addresses this subject. ********************** was provided with that letter.
Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
*****************************
Escalation SpecialistCustomer Answer
Date: 04/11/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21532444
I am rejecting this response because:
Regards,
***********************************Initial Complaint
Date:04/03/2024
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.
I never got a notice that I owed a collection. I checked online and found it because my credit score went down.Business Response
Date: 04/09/2024
BBB Case Number: 21526004
Name: *************************
Student Numbers: Could not Locate.
To Whom It May ***************** welcome the opportunity to address Ms. ****** concerns.A search was completed using the phone number and email ************** provided the BBB. We are unable to locate the account ************** is referring to with the information provided. On April 9, 2024, I personally emailed ************** to try to gather more information to locate the account. Once the account is located, we will work with ************** and try to resolve her concerns.
Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
*****************************
Escalation SpecialistInitial Complaint
Date:03/30/2024
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.
I enrolled into pennfoster medical program on 3/03/2024. After 2 days of being enrolled my acct froze up and I was no longer able to proceed with the program. I called customer service and sent in tickets to get the issue resolved. On the 5th (last day of full refund policy) day I put in a ticket to cancel and get a full refund due to not being able to access my school work. I ended up having to call the next week because it still wasnt cancelled OR fixed and the lady cancelled for me at that time but since she didnt cancel until 3 days after the five day grace ****** I was left with a balance of almost 400 dollars. I called and the learning service said they see where I did put a ticket in on the fifth day and told me to put a ticket in to have the refund resolved. I did this and received a phone call from an ****** on 3/13/2024 apologizing for all the issues I was having and said they had put a ticket in for my refund of the amount I paid to start and that all the cancellation fees were being cancelled. I left it at that and believed it was taken care of. Yesterday 3/30/2024 I received an email saying my 100 dollar payment would be processed on 4/3. I sent a message and the lady I spoke with said that my acct was still active but the acct is still frozen. I just want the fees to be cancelled and the acct to be closed. I have already had to enroll into another school so I wouldnt be behind where I need to be. I attached pictures showing that my acct was listed as inactive and the continue button is greyed out. The account has been that way since two days after I enrolled. I cant get anyone to answer the phone and when they do I get told to put in a ticket. I am at a loss.Business Response
Date: 04/12/2024
BBB Case Number: 21508817
Student Name: ******************************;
Student Numbers: 2403026BMI
To Whom It May *********************** am grateful for the opportunity to address Ms. ********* concerns. ******************** officially enrolled in the Medical Assist Career Diploma on March 3, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.On March 9, 2024, ******************** requested to cancel the account. We remained in communication with ******************** as we worked to resolve backdating the cancellation to be within the cancelation time frame for a refund.
I am happy to report that the $120.00 has been sent for a refund, and to allow 2 business days for processing. This refund amount does include the auto payment of $100.00 that was processed on April 5, 2024.We deeply apologize for the delay, and inconvenience ******************* endured. Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
***********************************
Student Services: SupervisorCustomer Answer
Date: 04/15/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************************Initial Complaint
Date:03/30/2024
Type:Order 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 daughter ***************************** was staying with a family friend for a while and she kept her out of school for 3 months and then enrolled her in Pen Foster Homeschool without my permission. Now I am trying to enroll ****** back into public school in ************************************************* needs her transcript and a letter from pen foster saying she is no longer enrolled there before she can start public school. So I called pen foster and after sitting in hold for an hour I spoke with someone and told them the situation and they said that any adult over the age of 18 can enroll any child into the program but told me as ******* mother that I can not take her out of the program. That only the person who enrolls the child can take them out. I do not believe this is right or legal because how can any random person sign a child up for school and then when the parent trys to take them out and put them in real school, they are not able to. So I am unable to put my 14 year old daughter into school because Pen Foster wont send a transcript and let me take my own daughter out of the program. There has to be something that can be done about this because it is not rightBusiness Response
Date: 04/12/2024
BBB Case Number: 21507659
Name: ***************************
Student Numbers: 24028722
Student Name *****************************
To Whom It May ***************** welcome the opportunity to address Ms. ******** concerns. ****************** is inquiring on the account of ********************. ******************** was enrolled into the Penn Foster High School diploma program by submitting a signed enrollment agreement and down payment on January 17, 2024. The guarantor who signed the enrollment agreement was not ******************.
****************** was advised that she did not sign the enrollment agreement and that we were unable to assist her at the time with withdrawing ******************** from the program. A review was completed,and ******************** was withdrawn from the school according to the contractual terms on April 12, 2024.
****************** was sent an email on April 12, 2024, with this information. A cancellation letter was provided and ****************** was advised on how to order official transcripts.
Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
*****************************
Escalation SpecialistInitial Complaint
Date:03/30/2024
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.
my courses have bin locked, they give u this false hope of u do it on yuh time but they are trying to stop me from completing my course .. every time i called i get a different response from different ppl .. i try calling they say the phone is down but a WHITE lady was able to call that sane day and get them .. i also have pics that they end the chats as soon ad they see my name .. i am in mental and emotional distress this racism needs to end this had bin happen from the 1 day i signed upBusiness Response
Date: 04/11/2024
BBB Case Number: 21507619
Student Name: ***** Massicot
Student Numbers: 240315W1SN
To Whom It May ******************************** I am grateful for the opportunity to address ************************ concerns. ******************** officially enrolled in the Diesel Mechanics/Heavy Truck Maintenance: Career Diploma program on March 15, 2024, by completing and submitting a signed enrollment agreement and fulfilling the necessary down payment requirements.On March 16, 2024, ******************** inquired about the opening of additional courses. At this time ***** had already completed his first course Orientations to Diesel Mechanics. Our leaner Success Advocates did advise it would take 2-3 business days to process the request. ******************** completed multiple courses within a 2448-hour period. Once completed, additional time is required to manually open the subsequent courses due to the advanced progression.
******************** submitted numerous inquiries regarding his coursework from the time of enrollment 3/15/2024 to yesterday 4/10/2024. Each inquiry was handled promptly. During the interactions with ********************, it was reported the learner was using unfavorable language with various members of the staff. Due to the reports, an unofficial warning was given to ******************** for violations of the Code of Conduct.
The Student Code of Conduct safeguards the rights of students, faculty, staff, and Penn Foster itself, fostering an environment of mutual respect and civility in all interactions. All Penn Foster students and those authorized to represent students are expected to adhere to the standards and policies set forth by the school.
I would like to encourage ******************** to review the Student Code of Conduct, which can be located within the student catalog, as well as the Unofficial Warning that was sent on April 1, 2024.
I would also like to congratulate ******************** on Academically completing his current program. The learner completed the program as of March 31, 2024. Once the financial obligations have been met, we would be honored to issue a Diploma for his incredible success!
Penn Foster College is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
***********************************
Student Services: SupervisorCustomer Answer
Date: 04/11/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21507619
I am rejecting this response because:
i would like them to provide proof of this bad language the same i provided my screenshots of them blocking me from the chat and lying to me/ giving false information
Regards,
***************************Initial Complaint
Date:03/28/2024
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.
My child enrolled in the high school program, which I paid in full and because she graduated early I was entitled to a refund of ******. I have been reaching out to this company for the past 8 months and have continuously been told that a check will be mailed to me at my current address. I have received all previous correspondences, but have not received a check for my refund. When I call, I am continuously put on hold and/or do not receive a return call at all. This has been going on for the past 8 months. I am seeking help to get money that is owed me by this company. They keep telling me that theyve sent out the check, but I havent received.Business Response
Date: 04/01/2024
BBB Case Number: 21498595
Name:************************;
Student Numbers: AC2110777
Student Name *********************
To Whom It May ***************** welcome the opportunity to address Ms. ********* concerns. ******************** enrolled ************ into the High School Diploma program on June 6, 2023, by submitting a signed enrollment agreement and payment in full.
Penn Foster does not provide discounts to student who graduate prior to their course expiring. On June 8, 2023, a transcript evaluation was completed for ************, and we provided credit for 13 credits.This resulted in a discount of $260.00 off the program. As Ms. ***** account was paid in full, a refund check in the amount of $260.00 was issued. The system did appear as though the refund did not process. When we did attempt to reissue the check in February of 2024, it was discovered that the original refund check was cashed by ******************** and ************ already. I will include a copy of the cashed check.
******************* received her refund of $260.00 and is not *********** anymore of a refund.
Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
*****************************
Escalation SpecialistInitial Complaint
Date:03/19/2024
Type:Order 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 had a stroke on 2/29/24 and due to this can not continue the course. I was working with someone to get manager approval to cancel my contract without having to pay the remaining balance and they are no longer responding after I submitted medical documents of proof. I have tried to follow up several times with no response . I even broke hippa and provided my medical records to the school to show them I indeed had a stroke.Business Response
Date: 03/22/2024
BBB
Case Number: ********
Student Name:**** *******
Student Numbers: ********
To
Whom It May Concern:
I welcome the opportunity to address *** *******
concerns. *** ******* enrolled into the *** Certified Wedding Planner program
on January 19, 2024, by submitting a signed enrollment agreement and down payment.
To date, *** ******* has completed 53.3% of the program.
*** ******* initially reached out to inquire on withdrawing from the program on
February 27, 2024. *** ******* stated she was unhappy with the program. *** *******
was replied to and was advised that, per her enrollment agreement, she
completed over 50% of the program and owes the full programs liability.
On
March 13, 2024, *** ******* emailed the school to state she had a medical
condition and wanted to see if sending in proof would waive her liability. *** *******
was advised to provide the paperwork and that we would review the account. That
review was still ongoing.
We
are sorry to learn about *** *******’s medical condition, however she completed
over 50% of the program. Per the enrollment agreement that *** ******* voluntary
signed, she is responsible for the program’s liability. The liability will not
be waived, and *** ******* will owe her liability.
Penn
Foster is devoted to the educational advancement and satisfaction of all our
students.
Sincerely.
****** ********
Escalation SpecialistInitial Complaint
Date:03/15/2024
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.
I enrolled at Penn Foster on Tuesday. I did not recieve a welcome email like I was supposed to. When I try to log in with my email, it tells me my email address isn't linked to an account. I have received emails from Penn Foster at the email they are claiming isn't valid. I have called and emailed multiple times with no progress. It makes me want to unenroll and go to a different school.Business Response
Date: 03/25/2024
BBB Case Number: ********
Student Name: **** *****
Student Numbers: **********
To Whom It
May Concern:
I am grateful for the opportunity to
address *** ****'s concerns. *** **** officially enrolled in the Veterinary
Technician: Term 1 Associate of Science Degree program on March 12, 2024, by
completing and submitting a signed enrollment agreement and fulfilling the
necessary down payment requirements.
On March 19, 2024, *** ****s inquired about the Welcome
Email and access to the Learner Center (Student Portal). A Learner Success
Advocate confirmed the accuracy of the email address and proceeded to send a
duplicate welcome email for her convenience.
*** ****s has completed the first course, "Starting
your Program," and has advanced to the second available course,
"Introduction to Veterinary Technician."
I would like to encourage *** ****s to reach out to our
Learner Success Advocates or schedule an appointment using this link College ****** to
address and discuss any further concerns or inquiries she may have.
******** College is devoted to the educational advancement
and satisfaction of all our students.
Sincerely.
******** *********
Student Services: SupervisorInitial Complaint
Date:03/11/2024
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. PAID. THE. $1109. IN. 1. FULL. PAYMENT... I. RECEIVED. THE. BOOKS. FOR. MEDICAL. BILLING. ... THEN. I. STARTED. TO. FEEL. ILL. I. NEVER. OPENED. THE. BOOKS. I. CALLED. PENN. FOSTER. TO. TELL. THEM. I. WASNT. FEELING. WELL. ..AND. I. DIDNT. KNOW. IF. I. STILL. WANTED. TO. COMPLETE. MEDICAL. BILLING. OR. SOMETHING. ELSE... THE. MAN. AT. PENN. FOSTER. TOLD. ME. THERE. WAS. NO. TIMELINE. TO. *****. MY. 1109. CREDIT. AND. THAT THERE. IS. A. $75.00. FEE. IF. I. DONT. FINISH. THE. COURSE. WITHIN. A. CERTAIN. TIME. ABOUT. A. YEAR. LATER. I. CALLED. THEM. BACK. A. LADY. AT. PF. TOLD. ME. THAT. MY. CREDIT. IS. NOW. 0. ????? WHAT. EXACTLY. IS. THERE. POLICY.... I'M. DOING. A. SEARCH. AT. BANK. FOR. 1109. RECEIPT. AND. THEY. NEVER. SENT. ME. A. LETTER. TO. VERIFY. THIS.. SO. WHAT. EXACTLY. IS. THEIR. POLICY ???Business Response
Date: 03/14/2024
BBB Case Number: 21418962
Student Name: *************************
Student Numbers: ******** 21556828
To Whom It May ***************** welcome the opportunity to address Ms. ****** concern. ************** enrolled into the Medical Billing and Coding program on March 4, 2009, by submitting a signed enrollment agreement and down payment. ************** did not complete the program and let her contracted study time expire. Per Ms.****** enrollment agreement, there are no refunds beyond 15 months of enrollment.
On August 3, 2011, ************** inquired on her program and was advised that her program had expired. ************** was advised that she was not due a refund, but we could allow her to re-enroll into the current version of the program and we would discount it based on what she originally paid.
On August 4, 2011, ************** was re-enrolled into the Medical Billing in coding program by submitting a signed enrollment agreement and down payment. ************** has not completed the program and the terns of her enrollment agreement have expired. I am not showing a new enrollment from **************
If ************** would like to enroll into the program again, she will need to pay for the program. The terms of her previous enrollment agreements have expired.
Penn Foster is devoted to the educational advancement and satisfaction of all our students.
Sincerely.
*****************************
Escalation Specialist
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