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Hilton WorldwideThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Hilton Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,586 total complaints in the last 3 years.
- 1,390 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:06/20/2025
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.
Al the OPS Manager at the front desk denied access saying there was no reservation nor rooms available. Myself and the reservation agent for Embassy Suits by Hilton confirmed Itinerary Number:H11710314 and Confirmation:877900290. ** also denied to provide full name and a resolution.Business Response
Date: 06/21/2025
Hi *****,
I hope you're doing well.
I'm reaching out from the **************** of Hilton Worldwide regarding your Better Business Bureau complaint (ID: ********* about your recent experience at a Hilton -brand hotel. I also attempted to reach you by phone at the number provided.
Were truly sorry for the inconvenience and frustration you experienced upon arrival. We understand how disappointing it must have been to find that your reservationmade through Agoda/Pricelinehad been cancelled due to the hotel being at full capacity.
While Hilton is not directly affiliated with third-party booking platforms, we care deeply about your experience. After reviewing the situation with the hotel team, it appears they made efforts to assist you with alternate accommodations. *****/********* has also confirmed that a refund was processed. If the refund amount appears incorrect or if you need an update on the status, we recommend contacting Agoda/Priceline directly. Please feel free to copy me on any correspondence, and Ill be happy to assist where possible.
For future stays, we recommend booking directly at ************************** to ensure a smoother experience and to take advantage of our Price Match Guarantee and exclusive member benefits.
Warm regards,
**** *.
Executive AmbassadorInitial Complaint
Date:06/20/2025
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 am a Hilton Honors member who lost approximately ******* points due to inactivity. While I understand Hiltons point expiration policy, my concern is that I was never notifiedby email, app, or otherwisethat my points were nearing expiration. Hilton claims that reminders are sent five months prior, but I received no such communication, despite checking all folders (inbox, spam, archived).I initially contacted Hilton via chat, where I was referred to their phone team. The phone team then directed me to email, which led to a series of generic responses stating that policy prevented further reinstatement. Eventually, I received a partial reinstatement of ****** points (20%), but my repeated requests for escalationspecifically to someone with discretion to consider Hiltons failure to notifywere denied or ignored.Ive been a Hilton Honors member since 2011, and this issue was handled with what felt like scripted replies rather than meaningful customer service. Im not asking for a rule to be changedjust that Hilton take ownership of a failure in communication that cost a loyal customer a significant amount of value.Business Response
Date: 06/26/2025
From: Executive Escalations -
Sent: Thursday, June 26, 2025 5:15 PM
To:
Subject: Re: Executive Customer Relations/****************************************************** ID# #********/********************** Honors/SF-243519720
Hello *****,
I hope you're having a great week.
Im reaching out to follow up on the email I sent yesterday, as I have not yet received a response. I also left you a voicemail a few moments ago regarding this matter.
As mentioned in the voicemail, please confirm which option you would like me to proceed with. Im happy to assist as soon as I hear back from you.
In the meantime, I will be closing this file for now. Should I receive a response, Ill promptly reopen it to continue assisting you.
Sincerely,
MuniraExecutive Ambassador
Business Response
Date: 06/27/2025
From: Executive Escalations -
Sent: Friday, June 27, 2025 11:01 AM
To:
Subject: RE: Fwd: Re: Executive Customer Relations/********************************************* Complaint ID# #********/********************** Honors/SF-243519720
Hello *****,
Thank you for confirming your selection. Please note that six stays do not equate to six consecutive nights. In hospitality terms, a "Stay" is defined as the period from check-in to check-out regardless of number of nights. The guest must fully check out of the hotel for 24 hours or more before checking back in if they wish to return to the same location.
I have documented your selection in our records.Please feel free to contact us upon completion of the six qualifying stays by September 30, 2025, and our office will be happy to review your case at that time.
*****, we sincerely appreciate your patience as we worked to address your concerns. We also recommend logging into your Hilton Honors app to explore their latest promotional offers and take full advantage of available opportunities.
We thank you for your loyalty to Hilton and the opportunity to assist. We hope you will continue to choose the Hilton as your preferred travel destination
Sincerely,
******
Executive AmbassadorInitial Complaint
Date:06/20/2025
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.
On 05 May I contacted the Sunnyvale Hilton to inquire concerning a ************************ Reunion. I spoke with ******* ****** *********** manger for events and she indicated that this had a 25 guest minimum and I was asked how many would attend, I had no idea so we decided the event would be set for 75 people. On 09 May I sent $3200 to secure space for the reunion. On 19 May I sent an additional $4000 and by 06 June I was supposed to send another $2000 for the final event. On 28 May I requested ******* to see if 25 names had made a Hotel reservation because I had two confirmed reservation. On 06 June I spoke with ******* and was concerned that no one would show up she said that she would extend the event for 90 days to see if I could get this reunion another time. I didn't receive any information from any of the classmates so I just requested her to cancel this reunion. on 13 June I received an email that Hilton wouldn't offer a refund.Since no one showed up for this event I don't think it's fair that the Hilton would keep $7,200.Business Response
Date: 06/23/2025
Hi *****,
My name is *****, and Im reaching out from the **************** of Hilton. Im sorry I missed you when I called earlier, but I wanted to follow up regarding your recent experience.Im terribly sorry for the disappointment you encountered surrounding your event at the Hilton Garden Inn *********. I understand how important these occasions are, and I am sorry that this situation has caused you frustration.
I was able to contact ******* in the ***************** who kindly provided a copy of the contract you signed. The contract includes a specific cancellation clause, which outlines the terms agreed upon at the time of booking. As group events are managed directly by the hotel, we are not able to intervene in these matters or override the terms of the agreement. For this reason, we will not be able to provide a refund.
That said, I understand the hotel has offered to extend your event window by 90 days. It is my sincere hope that youll be able to host a wonderful event within that time.
Thank you for your understanding, and for your continued loyalty as a Hilton Honors Member. Please dont hesitate to reach out if you have any further questions or if theres anything else I can assist with.
Best Regards,
***** *.
Executive AmbassadorCustomer Answer
Date: 06/23/2025
[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: 23488977
I am rejecting this response because: I don't believe that Hilton is that irresponsible to keep $7200 for an event that didn't happen. Pleas let me know which state either Gerogia or Flordia to file a complaint with the news and *******************************
Regards,
***** *******Initial Complaint
Date:06/20/2025
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.
Hilton Honors # ********* On 6/10/25, I accidentaly made a reservation for this property for the same day 6/10/25.I intended to make the reservation for 6/13/25.I immediately called the hotel to inform them and request a change in the reservation.The hotel informed me that they could not make the change since i ahd made the reservation on the Hilton Honors website. So, I called Hilton Honors. Hilton Honors informed that since a portion of the reservation was made with points, they would need to contact the hotel, They contacted the hotel and instructed the hotel to cancel the reservation and Hilton Honors re-booked my reservation for 6/13/25. Unfortunately, Embassy Suites in Seaside charged me $200 for a late cancellation. I attempted to reach someone at Embassy Suites, but no one answers the phone. I then sent an email to Embassy Suites that is listed on their website, but there has not been a response. I called Hilton Honors seeking their assistance in refunding the $200, but they refered me back to Embassy Suites. I am seeking a refund of the $200 charge to my *****Business Response
Date: 06/23/2025
Sent: Monday, June 23, 2025 3:48 PM
Hello *******,
Thank you for your kindness during our call today.
We sincerely apologize that your reservations were not cancelled due to the wrong dates booked. We understand that you did the correct procedure in having the reservation removed without penalty but were charged even though reported.
We are currently processing your refund of redacted; you may expect your refund in the next 4-6 weeks at the following address:
removed.
Thank you for being a valued part of the Hilton family. We look forward to welcoming you again soon and providing another exceptional stay.Initial Complaint
Date:06/20/2025
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.
On 6-19-25 at 9:45 Pm I contacted the Hilton Doubletree Hotel in ******************* to reserve one for one night room on 6-20-25 at a cost of $208.24, At 10:48 pm I called to cancel my reservation and I was told that they could not refund my money and that they would have to make a ticket for review to possibly refund my money in 7 to 10 days but there could be a charge for the cancellation equivalent to the cost of a one night stay. I contacted the motel desk clerk (***** *******) and he advised it was a third party doing the reservations but they couldnt have made the reservation because it the motel had a. Minimum 2 night stay policy for that weekend. I have contacted Hiltons guest assistance group and they tell me that the third party reservation people ( Priceline) actually have the funds and that I will have to deal with them. I got the reservation phone number off of the Hiltons Motel website and I thought I was dealing with them directly. Hiltons 3rd party reservation group sold me a room they knew was not available because of the two night stay minimum. Hiltons stance is they accept no responsibility for who they hire to make their reservations.Business Response
Date: 06/22/2025
Hi *****,
Thank you again for taking the time to speak with me on the phone. I genuinely appreciate the opportunity to connect with you directly.
Im sorry for the disappointment you experienced with your reservation. As we discussed, this reservation was made through a third-party provider, which is an independently owned and operated company. Because of this, we are not able to issue refunds for reservations made through their platform.
I encourage you to reach out to the third-party company directly for further assistance.
Thank you for your continued loyalty to Hilton. We truly value your support and hope you have a wonderful week ahead.
Best Regards,
***** *.
Executive Ambassador
Initial Complaint
Date:06/20/2025
Type:Order 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 booked a stay at Hilton's ********* 1000 in *******. I stayed Wednesday June 4th - Saturday June 7th. I booked through an agent using the Hilton Impresario Rate which is now the Hilton for luxury program. The stay was originally in my app then disappeared. Thus I did not receive HHonors points for the stay. I worked with Hilton and received the base miles, Hhonors gold bonus, and promotion bonus. However, when booking the Hilton Impresario rate you are supposed receive double base miles. I did not receive double base miles and believe I am deserved them. My Hhonors account number is *********. After calling the issue may be a suffix. I am in the process of changing my name and removing the suffix, **** I have been a member since 2003 and received my *** in 2009. At some point computing services at ******* must have had a suffix and then dropped it. When it was dropped it was added to the name.Business Response
Date: 06/21/2025
Hi ****,
My name is *****, and Im reaching out from the **************** of Hilton. I am sorry I missed you on the phone. I want to personally extend my sincerest apologies for the inconvenience you experienced during your recent stay at Hilton LXR *******. Your comfort and satisfaction are incredibly important to us, and Im terribly sorry that we fell short of your expectations.
As a gesture of our appreciation for your continued loyalty as a Hilton Honors Diamond Member, Ive added the Hilton Honors Points to your account. These points should be available within the next 24 hours.
We are grateful for your long-standing loyalty and hope to have the opportunity to welcome you back for a much more enjoyable and seamless experience in the future.
If theres anything more, I can do to assist you, please dont hesitate to reach out.Best Regards,
***** *.
Executive Ambassador
Customer Answer
Date: 06/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is extremely satisfactory to me. Furthermore they were very prompt. They should be commended in their response.
Regards,
**** *******Initial Complaint
Date:06/20/2025
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.
On May 31 at approximately 1:30 PM I walked into the Embassy suites hotel ***************** for my daughters birthday party. I had called this location two separate times one of those times being within 48 hours before check-in to make sure I could check in early so I could set up for my daughters party and I was told on both occasions I could check in at 1 PM or later and I would not be charged an additional price I go to check in. I do not remember the ladys name whom I was dealing with first she didnt really say anything to me and when I gave her my name and confirmation number, she instantly tells me I cant check in till 3 PM. I proceeded to tell her I had called on two different occasions and spoke with people about check-in for the party keep in mind this is not my first hotel party. She just keepsproceeding to tell me that I cant check in till three. She goes to the back after I asked to speak with somebody else and comes back out and me thatll be an additional $50. I proceeded to tell her thats not what I was told over the phone I could check in at 1 PM or later, and it would not be an additional price. She dont tell me I dont know what to tell you I could check you in early for an additional $50 or you can wait till 3 at which my response was. I need to speak to a manager about 10 minutes later after this woman tried to shoot me to the sideand be friendly with other **** walks out. she proceeds to try to tell you the same thing which I proceed to tell her the same thing Ive been telling the other lady **** proceeds check me in and tell me shell do it for this time, she looks at me and proceeds to tell me I can only have the people that Im having stay in the hotel in the pool knowing that Im having a party and she wants to charge me additional to have extra children in the pool. At which I had them, cancel my reservation and refund me my money and go find a whole different hotel to have a last-minute party that I planned out for two months.Business Response
Date: 06/24/2025
From: Executive Escalations -
Sent: Tuesday, June 24, 2025 1:32 PM
To:
Subject: RE: Executive Customer Relations/****************************************************** ID#********/ ******************** by ********************** *****************/GA-243028921
Hello *********,
Thank you for your patience while we reviewed your concerns with Hotel Leadership Team.I'm pleased to share that we've received a detailed response regarding your concerns submitted through the Better Business Bureau.
The hotel has carefully reviewed your concerns, and has expressed sincere apologies for any inconvenience caused. They understand how important a comfortable and welcoming experience is, and they regret that you had to relocate your reservation and your daughter's birthday party.
They further clarified that, in accordance with hotel policy, social gatherings held in shared public areas must be arranged and confirmed in advance with the sales manager. This process helps ensure other guests are appropriately informed and that necessary accommodations can be made to support a positive experience for all. Additionally, to maintain a safe environment and manage liability, pool access is limited exclusively to registered guests.
They confirmed that your reservation was not charged, in alignment with your request to cancel.
Marquelle, please be assured that your valuable feedback will be utilized to enhance our quality standards. We appreciate your loyalty to Hilton and look forward to providing you with an exceptional stay experience in the future.Sincerely,
******
Executive Ambassador
******************************Initial Complaint
Date:06/20/2025
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 am writing to file a formal complaint and demand immediate compensation for the mistreatment, injury, and discrimination I endured at Tru by Hilton, managed by an individual named *****. Please find my full letter of complaint below.I am requesting compensation in the amount of $5,000 USD, a written apology, and an internal investigation into the managers conduct. If I do not receive a formal response within 10 business days, I will proceed with legal representation and escalate the matter with the BBB, ADA ***** **************** and other relevant agencies.Please confirm receipt of this email as soon as possible. I would prefer to resolve this directly with Hilton in good faith before pursuing further legal action.Business Response
Date: 06/23/2025
Hi Eudilma,
I am contacting you from the **************** of Hilton Worldwide regarding your experience at the Tru Miramar. Thank you for speaking with me today.
I am deeply sorry to hear that this was your experience. Hilton takes *** concerns very seriously. We will partner with the hotel's management team to review the feedback you provided. I will follow up with you within the next 72 hours.
We appreciate you taking the time to share your concerns with our Executive Team. Please feel free to contact me directly should you have any additional questions or feedback to share.
Best regards,
******* M
Executive Ambassador
Initial Complaint
Date:06/19/2025
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 am writing to formally dispute a $170.00 no-show fee that was charged to me in connection with a reservation that was unintentionally made for 5/295/30.Originally, I booked a stay at your property for 6/16/2. When I attempted to modify my reservation dates, the Hilton website appeared to glitch and unexpectedly changed my reservation to 5/295/30the same night I was modifying the reservation (around 11:00 PM on 5/29). Given the timing, I had no reasonable opportunity to use or even cancel the reservation before being charged as a no-show.I then made a new reservation for 5/316/2, which I completed and attended as planned.Given that:The erroneous reservation was likely due to a technical glitch,The booking was made very late in the evening for a same-night stay,I made and used a valid reservation for the intended dates shortly afterward,I respectfully request a refund or Hilton credit for the $170.00 no-show fee associated with the 5/295/30 reservation.I appreciate your attention to this matter and your consideration of this request.Business Response
Date: 06/19/2025
Hi *****,
Thank you again for taking the time to speak with me today. I deeply appreciate the opportunity to connect and hear your concerns. I'm deeply sorry for the disappointment youve experienced regarding the no-show fee. I understand how frustrating this situation must be, and I want to assure you that your concerns have been heard.
As we discussed, under the Go Hilton Terms and Conditions, Friends and Family rates are not eligible for compensation. The team member who added you to the program is informed of these terms and is responsible for communicating them to any guests they include.
Any further correspondence regarding this matter should be directed to the Hilton ****************, as they are best equipped to assist you further.
Thank you again for your time and understanding. Please dont hesitate to reach out if theres anything else I can do to support you.
Best Regards,
***** *.
Executive Ambassador
Initial Complaint
Date:06/19/2025
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.
To Whom It May Concern,I am submitting this complaint regarding a Price Match Guarantee (PMG) claim I filed with Hilton on May 11, 2025. In accordance with Hiltons stated PMG criteria, I identified a comparable room rate on Expedia and proceeded to book the corresponding reservation directly through Hiltons website. I submitted the *** claim promptly and within the required timeframe.Shortly thereafter, I received a response from a Hilton customer service representative stating that the claim was denied because they could not locate the same lower rate. In their reply, they compared a Hilton rate of $661.86 to an Expedia rate of $811.59. Upon rechecking Expedia immediately, I found a lower rate of $794, as shown in the attached screenshot. Furthermore, I was unable to find the Hilton rate they referenced. The rate I found and booked on Hiltons site was $915.I followed up seeking clarification, as the discrepancy between their stated rates and mine was unclear. Upon reviewing Hiltons policy and carefully examining the screenshots and correspondence, I discovered that Hilton had compared their pre-tax rate to **************tax rate. This is contrary to their own policy, which calls for a like-for-like comparison. Additionally, Hiltons submission form explicitly requests the total price found and the total price booked, reinforcing the requirement for a full-price comparison rather than pre- vs. post-tax.Attached are the relevant screenshots and submission materials supporting this position. I am requesting that Hilton be held accountable to the terms of its advertised Price Match Guarantee and honor the claim accordingly.Thank you for your attention to this matter.Respectfully,******* *******Business Response
Date: 06/21/2025
Hi *******,
Thank you so much for getting back to *** truly appreciate your time.
I wanted to let you know that *** submitted a refund request on your behalf. A check will be mailed to the address we have on file. Please allow 46 weeks for delivery.
I sincerely apologize again for the confusion and any inconvenience this may have caused. I hope this resolution helps to restore your faith in our brand. Your continued loyalty means a great deal to us, and were grateful to have you as a guest.
Wishing you a wonderful week ahead!
Best Regards,
***** *.
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