Epic may be swimming in a pool of money thanks to the success of Fortnite and the debut of its exclusive competitor of Steam, but it is also – listen to the Better Business Bureau – in hot water with its own customers.
Today, the Better Business Bureau has announced that Epic has been granted an F, its lowest possible rank, citing 247 "unanswered customer complaints" on its website.
"Most complaints submitted to BBB against Epic Games deal with customer service and reimbursement or exchange of issues," wrote the BBB. "The BBB tried to contact Epic Games on a number of occasions, but the company did not respond."
Now, it should be noted that the BBB is not an official governing body or regulator, despite what its imposing name, suit and tie may suggest. Instead, it is a national network of nonprofits that works to improve business by providing services such as dispute resolution, lobbying against fraudulent business practices, and providing information to consumers through business pages and letter notes.
However, over the years, he has been accused of obscure negotiations involving his program of accredited companies and questionable classification practices involving companies that have taken actions against them by government agencies. These charges led to changes within the organization, but if nothing else, the fact that companies have to pay to become accredited represents a continuing conflict of interests for the BBB – which, however, has been generously profitable to the organization without to profit.
Many of the complaints on Epic's BBB page focus on unauthorized credit card charges and account piracy – problems Kotaku reported earlier this year. At the time, Epic said Kotaku who was "aware of cases where users' accounts were compromised using known hacker techniques" and was "working to resolve these issues directly with affected players," but the issue seems to have persisted, as many of these complaints have occurred in the past months.
Other complaints focus on the lack of reimbursement and on what people believe to be unfair prohibitions and suspensions. "Epic Games stole my 12-year-old son," says a December 2018 complaint. "Your account was banned because someone invaded the company and did nothing to help, support or resolve it."
An Epic spokesperson said Kotaku that the company actually handled complaints on their BBB page – only through their own channels. "Epic Games is not affiliated with the Better Business Bureau and has redirected all complaints made by BBB players to our Player Support team," the spokesman said, providing a link to Epic's customer service website.
For the time being, however, the F remains, which means that Epic is in the mud with Valve, who holds the scarlet letter of the BBB for years. This is not good for Epic's chances of climbing to a C +: now that Epic is launching a new store, it will have a new type of customer claimants.