Computer Software Developers
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Complaints
This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,379 total complaints in the last 3 years.
- 2,145 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/16/2023
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.
On the evening of October 15, 2023, Microsoft turned on security defaults on my business account. The ******************** Authenticator app does not work, and I cannot log in to my business account. ******************** phone support does not answer, even after spending hours on hold waiting for them. I was able to get support to call me by logging in to another business account I am an admin on; however, the first rep I spoke with was unable to help me. The second rep also could not help and just hung up on me. I am not the first business this has happened to over the last several years, and Microsoft is still unable to help. My business is losing money daily, and Microsoft does not care to help. It is their product that does not work. I will gladly take my business to ****** but I need access to the Microsoft account I paid for to back up my data and migrate to ******.Business Response
Date: 10/23/2023
]
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issue.A senior member of our Commercial Business Account Team will investigate this matter and contact you directly to work toward a resolution in the next 24 hours.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 10/27/2023
Complaint: 20739325
I am rejecting this response because: Microsoft failed to follow through with me. Two days (not one) after posting this I did recieve an email from Microsoft promising help and asking for more information. I promptly responded and never heard back from Microsoft except for them charging my CC for an account I cannot use becuase they locked it. I continue to be locked out of my account, charged for an account I cannot access, and my business continues to suffer because of the lost data. I am amending the resoulution I want to include the monies paid for an account that ******************** made inaccesible and for which Microsoft refuses to help me with.
Sincerely,
*******************Business Response
Date: 11/02/2023
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issue.After reviewing your case, we found the one of the business team member is waiting to get a response from you. You received an email at *********************
Please get in touch with him.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 11/03/2023
Complaint: 20739325
I am rejecting this response because: Microsoft continues to charge my credit while refusing to help. Yes, they charged me for the account they locked my business out of and have refused to help me with. The latest email came from a relationship manager that wanted to know what was wrong. REALLY? I have explained to MS at least five times in detail. This rep also promised an update by November 6, menaing at least three more days without the service they charged my credit card for. When I responded to the reps request for details, I recived an auto resonse saying ******* was out until November 7. So much for an update by the 6th. Microsoft's lack of support, disregard for a paying business, lies, and theft of monies for a service they made sure I cannot use is beyond reprensible.
Sincerely,
*******************Business Response
Date: 11/09/2023
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issue. After reviewing your case, we found based on the notes the issue was. resolved.If that is not true, you can reopen your case to get a response from the senior.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 11/15/2023
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, although it should have taken nearly a month to resolve.
Sincerely,
*******************Initial Complaint
Date:10/16/2023
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.
Dear Sirs, Last year I purchased a Microsoft 365 subscription.This October 12, 2023 I see a charge for $76.20 description Microsoft*Microsoft 365P *********** WA on my TD credit card, there was no renewal notice by any means. I have tried to cancel this account as I only used their product once last year.I have tried customer service online, I got a new password as I could not remember the old one, I was successful in changing it. I have tried signing in, have received codes and they continue to add steps. I tried Microsoft help which is automated, they ask you for the password to be able to help you. The first problem is they do not recognize your password to begin with. They have numerous phone numbers none of which allow you to proceed they all ask for the same information and tell you it is incorrect and your call cannot proceed and they hang up. I have tried every number including the phone number on the BBB page.At this point I have put a grievance with my TD credit card department for the $76.20, dispute #C1051902 dd 10/16/2023. They didn't have a problem identifying to take my money Thanking you in advance.Business Response
Date: 10/23/2023
Dear ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 10/24/2023
Complaint: 20737836
I am rejecting this response because:it was impossible for me to contact you and speak to someone at all the phone numbers that you provide. I will not close the case until I am contacted by Microsoft representative. I will be in the same boat as before I filed a complaint, after trying every number, and every way of communication that you show to no avail. **************** is as important as the product you supply, and so far the consumer has no way of receiving that service.
Sincerely,
***********************************Business Response
Date: 10/31/2023
Dear ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking, we were able to confirm the case has been closed as you became unresponsive. Regardless, the case was closed less than 7 days ago, so please reply to one of the emails our agent sent to you, to receive further assistance. If the case doesnt get reopened,we will provide further assistance.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 11/02/2023
All I received a message saying the case was closed. And that I should report the charge as fraud. I had originally set the charge as a grievance with the bank as all I want is to cancel the Microsoft account. I could not find the original password or communicate with a human.
if my account is deemed canceled by Microsoft that is all I want not to renew.
Initial Complaint
Date:10/16/2023
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 8/14/2023 I purchased madden 24 (deluxe edition) on my Xbox series S for $95.39.The version that I purchased granted access to 3 days early play, as well as in game currency, and in game players.My issue came in the beginning when I didnt get my preorder content in my series s.This game is a pay to win game therefore people spend real money to have a competitive advantage in the game.While many got what they paid for, a large majority DID not.I noticed after a week, all my preorder content was loaded to the OLD XBOX ONE VERSION that I dont even have that system.I didnt even ask for that version, I purchased and installed on my series s and you cant even give me the right version.After playing for around a week on the old version, ea announced a fix and finally started getting the appropriate pre order content out to players.Its too late, game already started. You missed the deadline we paid for. You gave same players an advantage over others when real money is involved. Left me stuck on an old version with over ********* coins to be able to do nothing on the new version.At that point youll see I stopped playing the game.I requested a refund that was denied and even reported this issue to ea and was ignored.I dont think its okay to sell a game and not give players what they purchase. And j paid Microsoft, not ea. you allow them to conduct business like this on your platform and rip players off. I want my money back, I wont be buying madden, I just cancelled my Xbox service after playing since 2009 and will be selling my Xbox/not playing anymore.The fact I have to jump through hoops to have any bit of customer service resolution and to not even get it is unacceptable.At this point I just want my money back.Doesnt matter about how hard I worked in the game or time spent to be able to win as none of it goes towards the new version I have on the new console that I own, not only wasted my money but time Ill never get back.Business Response
Date: 10/20/2023
Hi *************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft cashback request program
We understand you and are sorry to hear that.We reviewed further the account ************************* and did not find any recent purchase in the last 120 days.
We suggest contact Xbox billing support for further assistance, so they can investigate about it
Sincerely,
Microsoft CorporationCustomer Answer
Date: 10/20/2023
Hello, for starters, my first step was to dispute the charge and request a refund which was denied by Microsoft which is why we are here.
Secondly, my Microsoft account I use for my ********************** is **************************
the Xbox name is bayoubeatdown7 which I did just change to letmecook87 if that is relevant,
thanks.
Complaint: 20737341
I am rejecting this response because:
Sincerely,
*************************************Business Response
Date: 10/24/2023
Hi **************************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau you gift card issues.
Thank you for the information.We processed the refund on your account **************************
Order **********Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
If you need further assistance, feel free to visit Microsoft.comSincerely,
Microsoft CorporationInitial Complaint
Date:10/15/2023
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 bought an Xbox series X controller in March 2023. One of the controls has since become defective in October 2023. Microsoft has a 1 year manufacturer's warranty, but they keep giving me the run around with trying to claim a repair or replacement. Apparently this is pretty standard for them if you do a quick search. I have seen a lot of other people experiencing the same problem. If a manufacturer is refusing to honor their warranty policies or are engaging in shady practices to avoid responsibility, then a class action lawsuit should be filed against them. This is a legal violation of the ************************* Warranty Act of ****.Business Response
Date: 10/20/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationInitial Complaint
Date:10/14/2023
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.
A charge was placed on my credit card for $75.59. I dont have an account nor made any purchase.Business Response
Date: 10/19/2023
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationInitial Complaint
Date:10/13/2023
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.
The console is unplayable by myself and thousands of other people and the units they purchased. There is a well known issue in the community that has persisted for over a year for me personally longer for others. The issue I want made more public than a xbox suport/reddit forum is that the remote controllers wireless or wired connections are disconnecting on an unplayable level. The occasional disconnect I could look past but wirelessly is every few seconds and a Wired connection drops connection sometimes upwards 2 per min, this is a problem. The worst part is microsfts support forms are filled with thousands of people seeking answers for this very same issue. Always listing the same troubleshooting steps to fix it but everyone replies it doesn't work because it doesn't. Out of all microsofts advertising, emails, news letters, I never once saw this ever mentioned had this issue. An they continue to treat us thousands of people with no information,support on the issue, a fix or resolution. The resolution I'm looking for is an official microsoft employee that can respectfully tell me they acknowledge the problem and what they plan to do on fixing it. Not a random help desk *************** copy and paste a 10 step troubleshooting guide that doesn't work anyways. Iv held up my end of the deal I bought the console, I pay the annual subscription, I purchse the games through microsoft. Can you hold up your end an give a product you advertise? I'm looking for a real solution for myself an thousands of others.Business Response
Date: 10/18/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationInitial Complaint
Date:10/13/2023
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 purchased a digital bundle in their game, Halo Infinite, and did not receive the items that were advertised for the price. Upon going through their support system to resolve the issue, they informed me that I had been billed correctly for the price of one of the items in the bundle, though I was buying the bundle for all of the items within, not just the one I received.Business Response
Date: 10/18/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand that this issue may be frustrating, and we want to help, could you be so kind as to provide the Gamer Tag linked to the game and the date of purchase of the bundle, for us to better understand the issue.
Sincerely,
Microsoft CorporationInitial Complaint
Date:10/13/2023
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 pay to buy the console,play online and buy the game and pay for the internet too,what do we get? Getting banned and unable to play online for 14 days- and the thing is they dont even want to explain the reason the account got suspended, xbox support cannot talk to them- and the only way was 1 appeal they give u and thats it? Also its probably all reviewed by AI and not a human being (I hope so) What the h*** is xbox enforcement team? The **** Or the **** *********************** manBusiness Response
Date: 10/18/2023
Hi Rewind Ford,
Thank you for contacting Microsoft Corporation via the Better Business Bureau your Xbox banned account issues.
We understand you and are sorry to hear that.After further review of the email ******************* we ddi not find any Xbox account.
If you need further assistance, feel free to visit and submit a case review for appealing the action see this article How to submit a case review | Xbox Support
******************************************************************************************************************
Sincerely,
Microsoft CorporationInitial Complaint
Date:10/13/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered a game on 7-11-23 and we ordered and paid for it through gift cards - $50 and $20 giftcards. The total came up to $62- Micro **** Credit# - **********-$25 and the other one is Micro **** Credit# - ********** -$50. The game equals up to $62 - Madden 24 Standard Edition, the order # **********. He was able to play the game for 2 days. Since this date we have reached out to them several times (July 14, July 19, July 25, July 28, Aug 2, Aug 9, 10, 17, 25, and 31, Sept. 4, 11, 15, 22, 28, Oct. 4, 6, 9, 12, and 13). They have not contacted us back at all and we can not get a live person. He was able to play the game. We would like to be given our game back.Business Response
Date: 10/20/2023
Dear **************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
Sincerely,
Microsoft CorporationInitial Complaint
Date:10/12/2023
Type:Sales and Advertising 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.
Before the pandemic, 2019, physical retail Microsoft Stores were in major cities. I had purchased and received a Microsoft Store gift cards as refund instead of cash or credit back to my credit card. I did so on the expectation that in the future I would use them to purchase more goods via the physical retail Microsoft store. When I tried to use the cards again, I found that all physical retail stores had closed during the pandemic and the gift cards can only be used ar the physical retail locations. They cannot be used on their Micrsoft Store website or the Microsoft Store app that is bundled with Windows. I have searched the Microsoft forums and tried to contact Microsoft for help, but couldn't find an answer nor could I get contact with someone at Microsoft.I filled a complaint with the Attorney General and they seemed to be receptive to my situation until they quickly closed the complaint in less than 4 days of receiving an email stating that I they couldn't do anything because the gift cards explicitly say that they can only be redeemed/ used at physical retal Microsoft Stores only. The problem is that they don't exist anymore.I am stuck with gift cards that have money in them, money owed to me, that I just can't use anywhere.I just want what is fair. I assume that Microsoft didn't expect to have had closed all its physical retail locations; hence why they gift cards had a physical store use only restriction, but now that there are none. I would like to get that money back.Business Response
Date: 10/16/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 10/17/2023
Complaint: 20728780
I am rejecting this response because: From previous interaction from Microsoft, it makes it hard to trust them. I would like to keep the BBB complaint open until this matter is resolved. They want me to follow with them and wait for their response without accountability. Last time I went through a complaint through the ************************** they underhandedly and quickly closed out the case, dismissed my complaint and ignored my replies. I have no trust for Microsoft.
Sincerely,
********************Business Response
Date: 10/23/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking,we were able to confirm your case remains active and being worked on by our agent.Please keep collaborating with our advocate towards a resolution.
Rest assured we will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 10/27/2023
Complaint: 20728780
I am rejecting this response because:
They are still working on a resolution; meaning there hasn't been a resolution. Case cannot be closed until the matter is resolved.
Sincerely,
********************Business Response
Date: 11/03/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm the case remains active. Please keep collaborating with our agent towards a resolution.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 11/08/2023
Complaint: 20728780
I am rejecting this response because:
They have only reached out and confirmed the validity of my claim, but they have yet to set a date or given specifics of how Ilong it would take and how I would be reimbursed. I am rejecting this because there has not been any meaningful resolution and from previous experience, if Microsoft does not have anyone to be held accountable for, they will just close the case and not reimburse me for something that they themselves have validated and agreed to.
Sincerely,
********************Business Response
Date: 11/13/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm the case remains active. Please keep collaborating with our agent towards a resolution.
You can rest assured that we will be monitoring your support case through resolution.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 11/13/2023
Complaint: 20728780
I am rejecting this response because:I would like the BBB to continue to be active throughout the process until this issue is resolved. While this case remains active at Microsoft and unresolved fairly, so should the BBB be involved and the BBB complaint remain active. I am currently waiting for a response from the " External Advanced Capability teams for further research" and they cannot provide any time frame when this will be resolved. This is very nebulous and frustrating as each reply off from this BBB complaint has been the same; to continue waiting for another team that can do something about the issue and there's no time frame for resolution. Microsoft has taken my money in the form of gift cards that can no longer be reasonably used anywhere because they were only usable at physical retail locations. Physical retail locations no longer exist, and I simply would like to have my money back. Microsoft has agreed that this money is owed to me and when the money is returned, it is when this case if finally resolved.
Sincerely,
********************Business Response
Date: 11/21/2023
Dear ********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking,we were able to confirm the case has been closed as the refund was finally provided. We do apologize, as we understand it took several time to provide a resolution.
Considering this information, we will be closing this complaint as theres no further action we can take regarding this matter.
Sincerely,
Microsoft CorporationCustomer Answer
Date: 11/28/2023
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.I also want to thank ****** for helping me through the entire process.
Thank you!
Sincerely,
********************
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