It can be difficult for a business to overcome a bad reputation. Once a customer is dissatisfied, they are a lost customer.
The WRAL article indicates that there are over 500 complaints to the Better Business Bureau. That number is completely unacceptable for the company and the owners of the company.
Some businesses….while they may have an innovative product/service can easily run into difficulties if they cannot deliver that product/service. Just because one has a bright idea….does not mean that it can be easily translated into a successful business.
Operating a business requires a well-developed set of business skills and/or the willingness to find others that have those skills. Afterall a bad reputation is hard to overcome.