ComplaintsforEFI

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my rebates for 3 air conditioning units that were installed in my home last summer. My HVAC company filed the paperwork several times for me. I have sent the requested information several times, but every time I check by phone I am put on hold over and over until I eventually I am disconnected by them. When I try the electronic chat line I am told I am the next person up but no one every responds. I finally got thru to a supervisor named ******** after many holds on the phone. ******** told me to print the Certificate of Product Rating off the website and send to him and he would take care of things. That was about two months ago, I have sent several e-mails since then with no responce. I feel the company is not dealing with me in good faith. I feel the company is using any stall tactic they can to keep from sending me the rebates.

  

  Business response

  02/20/2024

  Good morning ***************************,

  This rebate was uploaded to our system on October 13, 2023. After reviewing this complaint, I ask that you allow me a few days to look into this for you. I understand your concern and the urgency of this matter. So, moving forward I will be your point of contact and I will do my best to get to the bottom of this situation.
  
  Thank you for your patience and time,
  
  ****

  Customer response

  02/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

  Thank you for the response, but this just seems like another stall tactic. My HVAC contractor and I have sent information every time requested. I have been on hold on telephone call after call and on hold on the chat line over and over. You have everything you need including the Certificate of Product Rating sheets you requested. Why not send me the rebates as opposed to putting me on hold again?

   

  

  Business response

  02/28/2024

  Good morning ***,
  
  
  I have had time to go over all of your documents, including all of the notes attached to your rebate application. After further review, neither the thermostat nor the central air conditioner qualifies for the rebate program. Below I have listed the program requirements: HVAC Program
  

  Central air conditioner 
  Residential single-family customers may qualify for two (2) central air conditioner rebates.
  

  City Utilities electric residential, multi-family, and residential new construction customers who purchase and install an ENERGY STAR labeled central air conditioner may qualify for a rebate of $400 - $500, based on the efficiency:
  
  Central air conditioner - must be between 2-5 tons.
  Rebate $400 - SEER 15 16 - 17 18 or higher; EER 12.5
  Rebate $450 - SEER 16 - 17; EER 13
  Rebate $500 - 18 or higher; EER 13

  I do apologize if this result is not what you were expecting.  

  Thank you for your time,

  ****

  Customer response

  02/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [My HVAC ** installed a 2 ton a 3 ton and a four ton air conditioning units, all units are 15 seer. These units clearly meet your own information you sent in previous correspondence. Please send me my rebates.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dehumidifier that qualified for a $30 rebate via prepaid **** card through ** Energy. I submitted the rebate forms along with the required documents (receipt, model # from the manual) on 7/29/23. I received a letter on 8/8/23 feom ** Energy stating that the paperwork could not be processed because the receipt did not include a model # and that the receipt was illegible. I called the rebate customer service number on 8/11/23 explaining that ********** does not put model # on the receipts, only sku # (which I confirmed with ********** before calling). The representative took thr model # info again and confirmed that the receipt was in fact legible. He made a note in their system and said it would be sent for processing. I called on 8/18/23 to check the status and was told the same thing that a model #on the receipt was needed and that the receipt was illegible despite the previous rep confirming the info and sending it. He made another note and sent to processing and said to call back. On 10/2/23 I called and was told the same thing but then was told to send a UPC# since the receipt did not have a model #. There is no UPC on the box, manual, receipt, or on **********s website. On 11/2/23 I called to check the status and was told to send a clear receipt with model #. I explained all of the info I provided over the last 3 phone calls. That rep was sending a note to the processing center and would personally call me on 11/8/23 before 6pm to give me an update. I did not receive a call. On 11/14/23 I called a 5th time and was told a note would be sent to processing. I asked to speak yo a supervisor. After waiting 25 min I was asked to wait 1-2 more min and they would be right with me. After 20 more min I was left on hold. I have provided all the documents required to receive this rebate but it has still not been processed 4 months later.

  

  Business response

  11/15/2023

  Good morning,

  Thank you for reaching out to us regarding your rebate. The receipt that you attached to this complaint was legible so we were able to process the rebate and it is now pending. We attached the original receipt that was submitted with the rebate application that was not legible so we were not able to confirm the sku number. If you have any further questions please contact us at ************.

  Thank you,

  ******

  Customer response

  11/15/2023

  In reference to complaint #********

  During my initial phone call on 8/11/23 customer service determined that the receipt was in fact legible and the rebate would be sent for processing. During the 4 follow up phone calls I was told the same thing, that it was legible and would be sent for processing. I will accept the businesses intent to process this however they have failed to do process the rebate 5 different times to this point.

  I would like written confirmation when the rebate is actually processed and not pending. 

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned two ****** Nest devices per the instructions of the company. On August 29, 2023, I was told that my credit was applied and that I would receive a refund in **** business days. Since then, I have not received the refund and I have contacted this company by email, chat, and phone 7 times. I still do not know when the refund will be processed.

  

  Business response

  10/09/2023

  Good morning,

  The refund for your thermostats was refunded on Friday 10/6/23. It can take up to 7 business days to reflect on your bank statement. We apologize for the inconvenience this has caused you. We had a ticket in with our IT department. We switched over to a new system and we experienced some issues. If you have any further questions please reach out to us.

  Thank you,

  ******

  Customer response

  10/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am confused because ******, in her response, said by refund was actioned on Oct 6.  However, I received a phone call attempt and an email from ****, requesting the tracking number so that he can action the refund.  I would like to see the receipt showing that the refund was actioned and then we can resolve this case.  I attached the email from **** and my response to him. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  10/10/2023

  Please see attached receipt 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a homeowner, we have had installed a whole-home ductless mini split solution. We have been waiting on our whole-home $10,000 rebate for 18-weeks. We are being pursued by a collections agency and are getting the runaround from EFI and Mass Save on the status of our rebate. We are receiving conflicting information about the check being "held ** in finance." We've tried calling and emailing without response.Could you please assist us with this?Here are the details:Rebate Reference Number: ****** Rebate #: ******* Method of submission: online Date of submission: 05/30/2023 Name of utility company sponsoring the rebate: National Grid Name on Electric Account: M *********************************** and ***************************** Installation/Service Address (as it appears on the bill): *******************************************************************

  

  Business response

  10/09/2023

  Good morning,

  We apologize for the timeframe it took to receive your rebate check. Your check was put into the mail on 10/3/2023 for the amount of $10,0000. It was mailed to *********************************, ********** ** 01930. If you have any further questions please reach out to **.

   

  Thank you,

   

  ******

  Customer response

  10/09/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 29th, 2023, I submitted an energy efficiency rebate online for a Variable Speed Mini-Split Heat Pumps > Ductless Mini-Split Heat Pump (Single Zone) ($625) through EFI's NextZero rebate website, ******************************************************************************************* The rebate # is ******** On August 5th, EFI mailed me a letter denying the rebate, and asking for additional documentation. On August 29th, I emailed additional documentation to EFI @ both *********************************************************************************** After no response, I contacted EFI through chat support on 9/20/23, and was connected to CS rep ******* I asked for the status of the rebate, and ****** responded "I see that you already sent the documents to our email address I'm going to make a note so you can get them uploaded... just allow the application a couple more days."By 9/23, the rebate status had not changed, so I contacted chat support again, and was connected to **** *** said "Thank you for the **** certificate *** you email it to us including the invoice of the contractor that did the installation for you to that email address ************************************************* and cc ****************************** put the reference number (*******) in the subject line." I resent the documentation. I stressed to *** that I "just wanted to note again the online rebate submission doesn't ask for for a contractor invoice as required documentation for the $625 ductless mini split rebate." I attached screenshots of the online application where it specifies required documentation. It requires three documents: "A copy of dated receipt/invoice showing Manufacturer, Model #, ************ of Purchase. A copy of your *************** Bill **** Certificate." Nothing related to contractors invoice. Same day, 9/23, ****************************** emailed me acknowledging receipt of **** certificate, still demanding a contractor invoice. I replied, once again attaching screenshots of the online rebate application, pointing out that a contractor invoice is not required. Supporting documentation below

  

  Business response

  09/26/2023

  Good afternoon,

  
  We apologize for the inconvenience you have experienced with your rebate process. 
  
  This rebate was uploaded to our system on July 30, 2023. After reviewing your original documents, we needed additional information. At that time, a Non-complaint letter went out to you. The letter stated that we needed you to provide a completed installation invoice for your purchase showing the complete model number, installation date, contractor information, and payment as per program rules. We also needed the **** number that includes model numbers for your condenser unit and evaporator coil. Lastly, we needed the contractor invoice showing the installation of the heat pump system. I was able to find the email that you sent with all of the supporting documents that we requested.
  
  Moving forward, rebate ******* has officially been closed and accepted on all platforms and is pending payment for $625.00. We expect this rebate check to be mailed out to you soon.
  
  We hope that this resolves this matter, but please do feel free to reach out to us for additional assistance if need be.

  
  Thank you.

  
  ****

  Customer response

  09/30/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The one addendum to my acceptance of the business response, is dependent on whether I actually receive the $625 rebate check. I've read about many others experiencing issues with EFI's rebate processing that included prolonged delays, as long as 6 months, from the point the rebate was approved to the time they actually received the rebate check. A ************ article is attached that documents just some of those complaints. Their response is certainly acceptable, my acceptance is simply contingent on whether they follow through with their proposed resolution. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1/19/23 - I submitted an application for a Tier II $2000 rebate for replacing my non-condensing boiler with a high-efficiency boiler I waited 14 weeks per the submission email before calling EFI in May to check the status of the rebate. I was told it was going to be approved and mailed in 1-2 weeks.I call 2 weeks later in June, the rebate check status has not changed on their website. I start to check the status daily.July 25 - I notice my rebate has been dropped from $2000 to $200. This concerns me.July 26 - I call EFI, they say that the $200 check has already been approved. So the easiest way to handle this is to email my paperwork proving the Tier II rebate the ************************************************** I resend all of paperwork proving the work and that I meet the Tier II rebate. I am also told that EFI no longer manages the rebate approvals as of July 1st and that a new company handles them, the info I am emailing is being forwarded to the new company to review. August 11 - I call EFI again to check status. I am told the same thing as July 26, I email my paperwork for a second time. Upon speaking with new company, they say EFI is still responsible for handling my rebate since it was submitted prior to 7/1/23, and that what EFI told us was outright incorrect. Furthermore, no information is being transferred to the new company from EFI. August 28 - Received $200 check in the mail. Called EFI, was told the same thing as the prior two times about resending paperwork. We asked to speak to supervisor 3x, placed on hold 3x, but never transferred. They did eventually offer to transfer us to the new processing company which we knew was incorrect and not going to help us. We were offered no other options. We even asked if they could confirm receipt of the emailed documents to which they said it would take several hours for them to receive and that the operater we were talking to did not even have the ability to see it, nor did he have the ability to transfer us to someone who could.

  

  Business response

  08/30/2023

  Good morning,

  We apologize for the inconvenience you have experienced with your rebate but hope that this information helps.

  Your rebate was uploaded into our system on Jan. 21, 2023. After reviewing all of your documents, we were not able to confirm that you were replacing non-condensing to condensing, which is a Tier 2 rebate for ($2000).  As per program guidelines: For Tier 2 rebates, the customer must have had an *** performed in the last year from rebate installation to qualify. If they haven't, they need to schedule a 'Special Home Visit' to have an auditor re-visit and confirm their eligibility. They can do so at masssave.com/getverified. The *** (Home Energy Assessment) audit number that was provided in your original application, confirmed that the *********** Hot Water Boiler 95% ADUE was Replacing Condensing to Condensing. Customers replacing existing *********************** systems are not eligible for higher incentive levels. Therefore we were not able to approve you for the Tier 2 rebate but instead, we were able to approve you for the Tier 1 rebate in the amount of $200. 

  I want to extend my apologies for the lengthy processing time with your rebate application, As you know there have been some changes with our sponsorship and we no longer handle rebates for this client. If you are able to confirm that the unit you had installed was indeed replaced by a Non-condensing heating system and can present an audit number to match, I recommend getting that information over to the new rebate processing center so they can process an additional amount for you. Below I have added all of their contact information 

  Resource Innovations

  ***************************************

  PO Box #***

  *********, ** 02476

  ************

  *********************************************** 

  Again we truly apologize for the inconvenience.

  Thank you,

  *********;

   

  Customer response

  08/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please see attached document titled Heat_Loan_Intake_form.pdf - this was the document Mass Save provided to me after performing my home energy audit on November 10, 2022. It clearly states my site ID, my address, the date it was performed, as well as my "Existing Heating System" which documents that I have a "Non-Condensing Boiler". I emailed this to EFI twice (on July 26, 2023 and August 11, 2023) as directed by the phone operator. I also have attached pictures of the before and after, which I also had to submit to Mass Save to prove the work was completed. The first three images are of the original boiler and where it used to be. The last image is of the new boiler. 
  
  
  Regards,

  ******

   

   

  

  Business response

  09/01/2023

  Good morning ******,

  
  I want to extend my apologies again for the lengthy processing time with your rebate application, I have taken the information and the supporting documents that you provided, and forwarded them over to the new processing center. They confirmed that they will be reaching out to you soon. Below I have added all of their contact information just in case you need to reach out. 

  
  Resource Innovations
  ******************************************>PO Box #***
  *********, ** 02476
  ************
  *********************************************** 
  
  Again I truly apologize for all of the inconvenience.
  Thank you,
  *********;

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase thermostats from Mass Save in January. They were not compatible with my system. I have been emailing and calling them since March. I was instructed to return the items in May, I did so, and they received the items on June 5. EFI.org is the company managing the Mass Save online store. The company stated due to system maintenance I needed to wait for the refund, it would be issued in ***** days. Its now Aug 28 and I still have no refund. Each time I call I get another story about why I need to wait longer. I believe this is now fraud since I returned the items under their instruction and I have been issued the credit.

  

  Business response

  09/01/2023

  Good morning ****,

  I want to extend my apologies for the lengthy time it has taken to process your order refund. After further review, a refund has been approved and issued back to the card that was used for purchase. The transaction date was 8/30/2023  so please allow **** business days for refund to show on your card (depending on your financial institution). 

  Again I truly apologize for the inconvenience.
  Thank you,
  *********;

  Customer response

  09/01/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been due a refund since May in regards to a thermostat purchase i made through **** Saves/National grid. A third party, EFI, located in ***********, ** apparently handles their business transactions. I've been trying to receive a $200 credit from them since May 2023. Ive called at least five times over the past 4 months and have been told numerous stories including, "we have a new accounting system," "we'll let the finance department know," "you'll be credited by the end of the week," "my supervisor is aware, and the issue will be resolved by the end of the day." The specific order# is *********** and was originally placed on May 17, 2023. I was charged the full price instead of the discounted/incentivized price which was $200 less than the total of $292.22 i was charged. Please help Sincerely,********************* ************

  

  Business response

  08/25/2023

  Good morning *****************************,

  We apologize for the inconvenience you have experienced with your ordering process. 
  
  This order was created on May 17, 2023 and delivered to you on May 23, 2023. After reviewing the notes in our system, we noticed that when you placed your order, your account was not properly validated. Because of this, the discounts were not applied to your marketplace account correctly and this error was all but your fault. Moving forward, order number *********** has officially been credited in the amount of $292.22. This credit will go back to the card that was used to make this purchase. We expect this credit/refund to show in your account within the next **** business days (depending on your financial institution).   
  

  For privacy purposes, I have also sent you an email, using the email address on file, proof of this refund going back to you.
  
  I hope that this resolves this matter, but please do feel free to reach out to us for additional assistance if needed.

  Thank you.

  ****

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint is directly related to a rebate submission originally submitted in December of 2022. The rebate has been assigned #******* by EFI. I had an ****** BTU mini split heat pump installed in my house in October of that year after consultation with EnergizeCT. The rebate was submitted in accordance with my understanding of the requirements of EnergizeCT and should be in the amount of $1,500 ($1,000 per ton).EFI responded in February of 2023 saying I needed to provide the model number of the integrated controls that were installed to coordinate the heat pump with the oil heating previously installed. As explained to dozens of EFI reps over many many calls I do not have integrated controls.Prior to installing the heat pump, I discussed this with EnergizeCT, and determined the Integrated controls were not needed. They were not needed as the oil heat was completely removed from the section of the house that the heat pump was installed into; hence there were not two systems that needed to be integrated. EnergizeCT understood this and agreed integrated controls were not needed. Several reps at EFI, after explaining the situation, confirmed that the integrated controls were not needed but the rebate was never processed. I have tried calling, chatting and emailing EFI and have been disconnected or stonewalled numerous times after asking EFI to help me clarify what I need to do to get this information uploaded to my rebate to aid in it getting processed. EFI informed me back in May 2023 that they agreed with my argument that the integrated controls were not needed, then weeks went by without any update on the rebate, and when I called back we had to start at square one again. I am at a loss as to what else I can do to get my rebate submission to someone who will actually make a determination on it.

  Customer response

  08/11/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  08/15/2023

  Hello 

  We apologize for the inconvenience you have experienced with your rebate process. 

  
  This rebate 2048462 was uploaded in our system on December 23, 2022. After reviewing the documents, we needed additional information. At that time, several Non-complaint letters went out to you. The letter stated that we still needed the Integrated Control model number to be listed on the license contractor invoice, as per program rules. Our records show that you called us in February to let us know that Integrated Controls were not a requirement because oil was removed. At that time, the application was noted and sent back for further review. Due to the fact that the original application was filled out incorrectly, the application was moved from the Data Processing **** to the Program manager for client approval. 

   

  Before replying to this complaint I attempted to call you on 2 different occasions but did not get an answer nor voicemail to leave message.

  Due to program changes, affective immediately, we are no longer providing rebates for this client. Your rebate application and all supporting documents have been forwarded to the new rebate processing center. Below I have added all of the contact information for further assistance.
  
  We hope that this helps your rebate application move along, but please do feel free to reach out for more clarification if need be.

  Thank you.

  ****

  Customer response

  08/15/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received two letters (both exactly the same except for the dates) from EFI regarding the rebate, in February and March 2023; both times noting that I need to provide the integrated control numbers, neither time noting that my application was incorrect. I have reviewed my call logs and have called EFI nine separate times since February, and in none of those calls was I ever notified that my application was incorrect, simply they requested I provide the integrated control model number. Each time, I informed them of the situation, as previously relayed, that I did not need the integrated controls, and was either told I was wrong and hung up on, or told I was right and they would send my application through for processing. Multiple times I was promised that my application would be processed, only to call back weeks later to have to start from square one again. My impression was that no call I made was ever addressed, and the promises to take action were hollow or not actually intended to be followed up on. This was also my experience in my dozen+ attempts at reaching EFI through their chat feature. Or email that was not responded to. Over the last nine months EFI never made a decision on my application and now I am told for the first they no longer are the party to process it and given no direction to follow up with anyone else.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  09/01/2023

  Good morning ****,

  I want to extend my apologies for the lengthy processing time with your rebate application, The fact that your original application was filled out incorrectly, we needed more time to reach out to the client for approval. As you know there have been some changes with our sponsorship and we no longer handle rebates for this client. I reached out to Kiriaxis ***** over at the new processing center, Resource Innovations. I have provided them all the necessary information for them to handle the case from here and they confirmed that they will be reaching out to you soon. Below I have added all of their contact information 
  Resource Innovations
  ******************************************>PO Box #***
  *********, ** 02476
  ************
  *********************************************** 

  
  Again I truly apologize for the inconvenience.
  Thank you,
  *********;

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows second time reporting as after coming to an agreement after reporting to BbB I was told everything is all set and the only thing missing were the stickers on the window which were removed by contractor-its been months and months of talking to others being told all my Paperwork is in order and now rejected because they didnt Get measurement even though my contractor paperwork clearly states otherwise I did what I neeeed to get my rebate and it is deserved especially since I jumped through all EFIs hoops and for what?

  

  Business response

  08/01/2023

  Good morning *******,

  We apologize for the experience you have received with your rebate. We were seeking an exception for your rebate because the install of your windows was before the assessment date that was provided. We received an approval on 7/19/23. The rebate was not updated yet and the representative did not provide you with correct information. We do apologize for the miss information. Your rebate is updated now and approved. The rebate check will go out in the next closing. Again we apologize. 

   

  Thank you,

  ******

*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. ↩