ComplaintsforHurricane Home Solutions Inc

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12-13-23 salesman Carl B******* from Hurrucaine Home Solutions took a deposit of $500 dollars for a generator to lock us in at that "discounted price", in exchange he would find out how much propane this generator would use and if it used more propane than the boiler. After numerous calls to Mr B******* and the company, no one gave us the requested information as requested along with the contract. Therefore an appointment was made for a technician to come out to answer my questions and reevaluate where to place the generator being Mr B******* put it below the bedrooms ,where the noise would interfere with sleepimg. i told the clerk i needed an afternoon appointment and one was made for the afternoon of March 5th 2024. A clerk called that morning requesting that the technician come in the morning. I told her no, that I specifically requested an afternoon appointment. The clerk became nasty and said oh. I waited all day and no one showed up or called to cancel. How unprofessional and discurteous,, I waisted my whole day. I left them a message on their answering machine. I was extremely upset and feed up with them and needed to put my health 1st, being a senior citizen. On April 16, 2024 I noticed a van pull up on my driveway with hurricaine solutions written on the truck/van. I was not fully dressed and ran to the bathroom to get clothes on when the doorbell rang and a black male simultaneously was peeping in the windows to the room adjoing my bathroom. I came out told them they never showed up last time and should not come unannounced. I was finally told the generator uses more propane than the boiler but was not told how much propane the generator uses. I cannot trust a manipulating, lying, incompetent company with PEEPING TOMS to put in a $16,000 generator,! They voided the contract , by not getting me information initially agreed on with the salesman, omitted information, never showed up and could not get answers. Please give me my deposit back of $500

  

  Business response

  07/30/2024

  12/13/23 - Customer signed a contract with an approximate installation date of 2/19/24
  12/14/23 - Town of Lake George contacted - we were informed we need a zoning permit from
                    Lake George and a building permit through Warren County. Filed zoning permit
                    through Lake George but needed the customer’s signature to file the building permit
                    with Warren County
  12/15/23 - Received zoning permit
                   Submitted  ******** *** paperwork
                   Mailed authorization form to customer - need their signature to file building permit . Customer
                   does not have email and isn’t returning any of our voicemails.
  1/10/24 - customer has not returned authorization form and is not returning any of our calls
  1/19, 1/24 - called several times each day and left messages
  1/24 - third call that day - customer answered - they said they have covid and do not remember
           getting a form to sign and they were so sick they didn’t even pay any of their bills . Mailed
           out another form to sign.
  2/8/24 - customer signed authorization form to pull the building permit (have signed copy in our office)
  2/14 -   received signed form in office
  2/15 - filed building permit with Warren County and mailed check for permit to County
  2/24 - received permit from Warren County
  2/24, 2/27. 2/28. 2/29 called and left messages for customer to call to schedule installation
  2/29 - called again and they answered - they want to change the location of the generator and
            Need a technician to stop out to evaluate the new location.
  3/5/24 - on schedule for technician to stop out - our technician said they would be arriving between 11-12
               Mrs said no - her husband was sleeping it had to be after 2:30 - she was told it would need to be
              rescheduled then.
  3/13, 4/1 & 4/10  l/m messages again to set up new appointment 
  4/16 - scheduled with the homeowner to go over a new location - we never  just show up - we make appointments with a 30 minute call ahead.  When our technician arrived customer said they want to
  push the installation out until mid to late May. Nothing was ever mentioned about anyone simultaneously ringing her doorbell and peeping in the window of the adjoining room that the homeowner was in.  
  
  6/12, 6/19 - left voicemails to schedule installation
  6/21 - customer called screaming she wants to cancel and she will get her brother an attorney involved.
  Our office never received calls in regards to questions on propane usage - they had our # in the numerous
  voicemails we left.  We are in the office from 6:45 am - 4 pm Monday - Friday.  Also we have an after hours emergency line. 
  Clearly we are at a loss on where our company is manipulating, lying or incompetent.  We cannot address
  questions or concerns that are not presented to us. A lot of time was spent trying to contact this homeowner who had a laundry list of excuses to delay the installation.  Our contract clearly states
  the cancellation policy and the homeowner was clearly avoiding us.
  
  
  

  Customer response

  07/31/2024

  Yes there was a signed contract but you voided the contract. The contract was signed to lock in the price PROVIDING you give us how much propane the Generator uses and if it uses more than the boiler. YOU NEVER GAVE US This INFORMATION!, even after numerous requests to talk to someone familiar with the generator, not a clerk.Furthermore , It is to YOUR ADVANTAGE to manipulate and lie to make a sale for $16,000 dollars, Not to My Advantage!!!Again, you never canceled, Never showed up!  When your technicians showed up unannounced, BECAUSE THEY WERE In the AREA , I told them they never showed up another time and they APOLOGIZED! For itI SEE NUMEROUS Complaints about your company with the bbb, including lying and manipulating others. I am a SENIOR CITIZEN and would like my deposit back and NOT be taken advantage of. I think you are going to loose a lot of business by not making this right.  Thank you 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a full house generator in 2022. On February 27, 2024, the generator caused an electrical fire due to the electrician’s not grounding the main line. The electrical fire fried our furnace, hot water heater, freezer and dryer. We were without heat or hot water for 12 days. We brought in an electrician to figure out the issue and that was when they found the issue. The electrician we hired turned off the power at the round junction box and we still had 240 volts coming into our house. We filed a claim with the company and they did send out an adjuster, but we haven’t heard from them and they won’t answer our calls. We are going to file with the Attorney General and if that doesn’t light a fire under their butts we will be suing them.

  

  Business response

  06/26/2024

  we understand the customer has had an issue. we are not sure what the reason for it is and have forwarded everything the customer sent us to our  insurance company. the insurance company is currently in the process of investigating the matter .  if we are found to be at fault , they will settle with the customer directly . we cannot comment on this case . we have never not responded to this issue . as soon as we were made aware of the issue , we sent it to the insurance company .  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a generator, on or about 1-26-23, after the Christmas storm, on 11-22-23 I called and ask them to come and give me a refresher on the machine for the winter storm. I never used the item since I brought it from the company. When they arrived, the generator would not start. They said it was out in the cold to long and let it warm up, it never did. I called the company on Friday the day after Thanksgiving they were closed. I left a message no one called back on that Monday, I called another office at ************. ****** ******* called them. I received a called from Rochester, stating I would have to pay 150. At first, they told me it was free, and it should be, because I never used it, and there should be a warranty on the item. What if I didn't have a garage to put it in, this is an outside generator, it doesn't belong in the house. Then when I call to have them to come out, I couldn't get a date until 12-22-23 just before Christmas. Also, another thing I thought was unfair, I wanted to purchase an automatic one to go inside the house they only wanted to give $500 off the $3,262 money I had paid for the outside one. The inside one cost 10,000 for inside the house.

  

  Business response

  12/08/2023

  ***** ***** actually called the office on 11/21.  Jordan and I volunteered to go out on 11/22 to give her a demo of how to use the portable generator.  When we arrived the generator was outside in the back yard with the cover on it.  The machine was left out since last January and has never been started or serviced since we installed the wiring...the homeowner said.  I took the cover off which was covered in pooled water and leaves.  The grass had grown up all around the machine.  I explained to the homeowner that it is not meant to be left outside all the time and requires them to start it periodically to ensure it's working properly.  Also the battery was never charged so the electric start was useless.  I was very clear that we were there to show them how to use the generator and the proper way to turn off her main breaker and transfer power from the utility to the generator transfer switch and that neither of us were technicians.  We moved the generator into the driveway and attempted to start it.  After about 45 minutes of trying to manually start it I moved the generator into the garage and plugged it into an extension cord so the battery tender could charge the battery.  During the visit myself and Jordan explained multiple times that this is a machine that needs attention and it should not just be left outside and never started.  Jordan did quote her multiple different automatic generator options....at a much greater discount than $500.  He said if she traded the "used" portable it would have a value of $500, however he even offered to help her sell it in hopes to get over $1,000.  While we were there the customer did acknowledge that she should have put the money spent towards an automatic set up rather than have to involve herself this much with a portable generator.  
  
  
  I do not understand where the disconnect is with this customer.  She feels that leaving a portable generator outside for a year and never starting or charging its battery which has resulted in the machine not starting is our fault somehow.  This is owner negligence.
  
  
  

  Customer response

  12/11/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I received it in the month of February the machine, also I had to pay for a cover for the machine from their company. That took months to get I had to keep calling to obtain it. After, I complained to the company, they sent a big brown cover that did not fit.  Jordan stated he could get about 1500 for the machine if he sold it for me. 
  Regards,
  ***** *****
  

  

  Business response

  12/22/2023

  we understand the frustration and concern . we are also consumers of products as well and are waiting for items all the time . the unit does not come with a cover . the cover that was ordered after the initial purchase and was ordered directly form *******. There was a back order on these items due to national shortage at the time . the customer was given multiple options for generators from a portable , which is started and maintained by the customer in and emergency up to a larger stand by unit that starts and tests itself . the price for the portable is on the lower end and the stand by is on the higher end , we have these options because everyone has different financial abilities and emergency needs . the customer chose the portable option . the portable does require the customer to make sure it is functioning properly, start it, fill with propane or gas , and stop it when emergency is over .  Due to the nature of our business , we cannot take a return on an item that has been run and fuel put though it . we are here to help the customer learn how to user the generator and operate it . feel free to call the office and we will send a technician out to help run through the proper use and care of the unit again. this is something we do with each purchase at the installation but are willing to do it again . 

  Customer response

  01/17/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The consumer called to report she has been trying to contact you to for several weeks and has not gotten a call back.  She paid for a repair and it still is not working.  The response says  "we are here to help the customer learn how to user the generator and operate it . feel free to call the office and we will send a technician out to help run through the proper use and care of the unit again. this is something we do with each purchase at the installation but are willing to do it again ."  The warranty is going to run out and this still is not running.
  Regards,
  ***** *****
  
  
  

  

  Business response

  01/18/2024

  Once again -    ***** ***** actually called the office on 11/21.  Jordan and I volunteered to go out on 11/22 to give her a demo of how to use the portable generator.  When we arrived the generator was outside in the back yard with the cover on it.  The machine was left out since last January and has never been started or serviced since we installed the wiring...the homeowner said.  I took the cover off which was covered in pooled water and leaves.  The grass had grown up all around the machine.  I explained to the homeowner that it is not meant to be left outside all the time and requires them to start it periodically to ensure it's working properly.  Also the battery was never charged so the electric start was useless.  I was very clear that we were there to show them how to use the generator and the proper way to turn off her main breaker and transfer power from the utility to the generator transfer switch and that neither of us were technicians.  We moved the generator into the driveway and attempted to start it.  After about 45 minutes of trying to manually start it I moved the generator into the garage and plugged it into an extension cord so the battery tender could charge the battery.  During the visit myself and Jordan explained multiple times that this is a machine that needs attention and it should not just be left outside and never started.  Jordan did quote her multiple different automatic generator options....at a much greater discount than $500.  He said if she traded the "used" portable it would have a value of $500, however he even offered to help her sell it in hopes to get over $1,000.  While we were there the customer did acknowledge that she should have put the money spent towards an automatic set up rather than have to involve herself this much with a portable generator. 

  I do not understand where the disconnect is with this customer.  She feels that leaving a portable generator outside for a year and never starting or charging its battery which has resulted in the machine not starting is our fault somehow.  This is owner negligence. We went out at no charge to the customer.November 28 customer called to set up a service call. After quoting her the cost of a service call, she said she would call back. She then called back to schedule a service call but then also filed a complaint on December 7th. We completed a service on her generator on December 22, 2023. The customer called three times leading up to this appointment  to confirm she was on the schedule. Each time she spoke with the office staff and confirmed her appointment. Therefore in response to the customer's complaints on not receiving a call for several weeks , as you can see she has been called back and scheduled accordingly. We are going back on Monday January 22nd to address any additional concerns and we have gone through the proper use and care of the  unit several times with the customer and her son. Customers need to take responsibility for their own equipment.        Leaving a portable generator outside open to the elements for a year is negligence.  Repairing units that have been neglected are chargeable service calls. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed a purchase contract with Hurricane Home Solutions on 1/2/2023 for $13,750 and made a down payment of $2,750 by check on the same day. The sales agreement also had a Notice of Cancellation form that was signed by me on 1/2/2023 that I could cancel by midnight 1/5/2023 without penalty or obligation. My home has electric thermal storage units and after reading the heater energy requirements (57KW) on 1/3/2023, I decided that the generator (20KW) in the sales agreement was not large enough to satisfy the house demand. On 1/4/2023, I talked by phone with Hurricane Home Solutions and then emailed copies of the Generator Agreement and a signed copy by me of the Notice of Cancellation to ********************************. My check of $2,750 cleared ********* **** NA on 1/4/2023. I was on travel from 1/10/2023 to 2/9/2023. I went through the mail on 2/9/2023 and there was no refund check. I called Hurricane Solutions on 2/9/2023 and was told the check would be processed on 2/15/2023 and mailed. I called on 2/27/2023 as the check hadn't come and was told the check would be cut on Friday 3/3/2023. I called today 3/3/2023 at 2:55PM and was told that the General Manager had to approve the check before it could be mailed and he was not in the facility but was on the way back from Buffalo. I am trying to be patient but saw on your complaint list the same issue with another customer who cancelled but did not get a refund check without some intervention. Also the cancellation notice states that any negotiable instrument will be returned within 10 business days of the date of the contract. It will be 2 months tomorrow since the Cancellation was emailed to Hurricane Solutions.

  

  Business response

  03/08/2023

  the full refund was issued and sent last week . sorry for any miscommunications .

  Customer response

  03/14/2023

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  91 year old female has been lied to (refund check was mailed 3 weeks ago). Calls are never returned. $3000.00 down payment is still in the companies bank account even after I called to cancel two days after I signed originally. Its be 5 weeks and the Hurricane Home Solutions Inc refuses to send me back my deposit. Based on the complaints listed with BBB this seems to be a common business practice for this company. I even called the Buffalo office and they told me, I was there top priority and will issue the check on 10/07/2022 that was over three weeks ago. PS I have documents and names of all the people I spoke with if you need them!

  

  Business response

  11/09/2022

  we apologize or inconvenience. we do wait for checks to clear before refunds are issued . check number **** was issued and send to the address on file as we promised . our bookkeeper did indicate that the check has not cleared yet .we will reach out to customer directly to confirm info is correct and see what happened . 

  Customer response

  11/20/2022

  Thank you BBB, This 91 year old victim has finally received her refund check. It is a shame that this company would keep her money, lie to her telling her that the check was in the mail. Never showed up and the refused to return her phone calls. Buyers beware!!!

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed a contract for the installation of a ******* **** house back up generator on 10-18-2021 at which time we were informed that because ******* was a company in the US installation would be by 2-1-22 and we paid a deposit of $2000 by credit card (two $1000 debits one on 10/18 and the other on 11/1) We even considered having them do add'l electtric work for us, when the rep came to examine the work he didnt even have pen and paper and had to return to his truck to get it. Clear evidence they weren't taking us serious. This was sometime in April, finally on May 16th we had enough. It isn't logical that they have not installed any generators since last October. On may 16th we told them we were cancelling and wanted a refund, first we rec'd a rambling email from Kris. Then on a phone call we were informed that our refund wouldn't be complete, it would be reduced by work done. THEY HAVEN"T DONE ANY WORK AT ALL. Then we were told the GM was out for the week, which makes no sense so they don't conduct business in the GM's absence? Then we were told they can't credit the card they debited. That when the GM came back we would be contacted and they would mail a check. I asked would the mail is so that it was trackable I was told they don't ever do that, they always mail checks in regular mail. Also if we were to get our refund it would be 10 - 15 business days before it gets sent, untrackable of course! Subsequent phone calls to them have the following result, the phone rings twice and then the line goes dead, the caller ID from my phone gives us away. Everything I have said is true and provable! We have the emails and also the recorded phone calls, which is why I use my cell phone to call them. NY is a single party state so I have call recording software on my phone. And I did inform Kris that my calls are recorded which I suspect is why they no longer answer my calls. I have attached the Contract as well as the email chain and I can provide the recorded calls

  

  Business response

  05/31/2022

  In regards to phone conversations being recorded, I have no issues except for the fact that I was never notified that our conversations were being recorded. However, it was very difficult for me to get a word in edgewise since I was unable to complete a sentence without being interrupted. This of course would all be documented in the recorded conversations.
  The customer was and is clearly upset over the delay and made a comment about it being hard to even get a quote for a fence he wanted installed.  We are not delaying his installation because we aren't dedicated to the job, it has been delayed due to all the manufacturing delays and the change in the original contract. On 1/27 our electrician went out to evaluate for the service upgrade. He noted that a service upgrade would not take care of the issue that the customer discussed with him. Some of their circuits were overloaded. We needed to install several new outlets in the kitchen.  When I discussed with Barbara doing the work all on the same day of the generator installation she was fine with this.  However, I explained that I wanted our electrician to return to confirm the work that was to be completed and that our electrician had everything ordered that he needed to complete the job. Since this work was not on the original contract.  On 2/16 - our electrician went to the house twice and I called numerous times. The customer had forgotten the appointment. Customer rescheduled to 2/22 and then she needed to reschedule again. On 3/8 & 3/15 we had to reschedule - short staffed with employees out with covid. Once we finally connected,  the additional work changed from  installing several outlets in the kitchen to one in the bathroom, movie room ,  bedroom and outside . The additional electrical work + generator installation  went from a one day job to a two day job. The electrician had a conversation with the homeowner in regards to the additional work but Mr ******** then informed me that they were confused and that no one at the household knew about what work was being completed. We wouldn't know what work needed to be completed unless we spoke with someone in the household.   If we didn't want to complete the job, why would we keep going out to evaluate the additional work? . The customer does not have a basement so our technician had to develop a plan to run the wiring which would be different in each area of the house. Some areas would need the wiring to be run through conduit and in the kitchen we need to remove a couple of tiles.There is more involved then installing a simple outlet.  Mr ******** asked about any other generators getting installed. I informed him that we have had shipments but not of the size generator he is looking to have installed. Also, in regards to his comment about my email being vague - I explained several times - until I have the generator at our warehouse, I am not just going to reschedule to a different date. When I have the generator in the warehouse then I can schedule a firm date.
  We are understanding of his frustration in the delays but clearly have made an effort to move the installation and additional electrical work forward. Delays in manufacturing are just as frustrating to contractors as they are to customers. If the ********* still opt to move forward with cancelling their contract, we will submit a refund approval to accounting, to issue a check of the initial deposit of $2000 less $750 fees for permits and time spent on multiple trips to reassess the job.we are no the only company being affected by covid . Many companies are seeing disruptions due to chip shortages and we are doing the best we can to communicate any delays to our customers who are affected.

  Customer response

  06/01/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  **** ********
  I do not accept the resolution! They made one visit to give ne an estimate! And estimates are free! The trip to give an estimate for addl electric work had NOTHING to do with the generator and also was again, and estimate! And they did not acquire any permits to do any work at all! Why would they get permits for a generator they don't have? And as far as being record New York is a single party state I called from a NYS number to a NYS number so I didn't have to inform her, nevertheless she was informed. I'm not paying then 750 dollars for nothing! They simply held my money. And if we do reach agreement I want it mailed to me in manner that I can track the mailing.
  All the best,
  **** ********
  
  
  
  

  

  Business response

  06/10/2022

  a refund check was sent for the full amount.  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December 2020 I requested a quote for a tankless water heater. The sales rep informed me that I would need to install a propane tank to use their system, but I could pay a refundable deposit to reserve my system and hold my place in line for install (I was told they were very busy). I paid a $900 deposit on $3000 of work, and discussed with my oil company, which i admit took longer than I wanted, but covid complicated everything that year. Upon consultation in spring I was informed the cost and unsightliness of the propane tank would be considerable, and decided I no longer wanted a tankless system. I called the office number on the contract and was told to request a refund by email, I sent the first email refund request August 31st, 2021. Over the last few years I've called and emailed every few weeks or months, the receptionist knows me at this point but says she can only pass my messages on to the GM. I'm at a loss, I just want my deposit returned. The contract on the deposit invoice clearly states that for work orders above $500, all deposits will be held in escrow until the work is complete. The work has not been completed, but they refuse to even respond to my requests for resolution.

  

  Business response

  05/31/2022

  we sold the customer a tankless on 12/ 2020 .our manager went to look at the job, after which, the office called to put the job in the schedule . the customer told us  that he needs to get a propane tank installed and that he would get back to us . we attempted to call several more times after to see where he was in regards to getting a tank but he did not return any of our calls . the sales rep finally got a hold of him on Friday, may 28,2021 ( 6 months later ) and was told he is waiting on an energy audit before he moves forward . we have not heard from this customer again until last month when he said he wished to cancel the 1 1/2 year old contract . we did need to do some research due to the age of the contract . we will cancel the contract and send his deposit back. 

  Customer response

  06/01/2022

  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 assuming that they make good on their offer to refund the original amount. I appreciate that it was a long time between contracting and cancelation, thank you for doing the right thing and honoring the agreement. Regards, ***** 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a company Hurricane come out an give me an estimate on a generator on October 22 2021 and decided I would get one installed the gentleman who I did all the paperwork with walked through the process made sure our electrical box was good an we agreed per contract the total cost would be 10,000$ I got a loan for financing from ***** *** for 5,000 I put 1,000 down an would pay the remaining 4,000 when installed should of been Feb of this year a week later a Gentleman comes in a beat up van with another gentleman and my girlfriend said they were here to look at the electrical what she was confused because they said no one else was gonna work on the generator besides hurricane and they definitely didn’t work for hurricane he told my girlfriend That our box was grandfathered in an was good then says it’s gonna be 1800$ more incase I don’t want to spend 1800$ So a sub contractor can get paid . Now they refuse to give me back the 1,000$ they did no service an didn’t order anything the Loan was also canceled . They keep trying to get me to cancel the contract which is under there era . I didn’t have more then 10,000 we agreed on they are playing phone tag my bank had reversed the charge twice they won’t give me my 1,000 back

  

  Business response

  03/14/2022

  Mr. **** We did sign a contract with you to provide you with a generator for the agreed upon price and did take a $1,000 deposit which is far less than we normally take on a $10,000 order . We sent our electrician out to scope out the procedure and we were told that your current electrical would not pass inspection without a few things being upgraded. We gave you a quote for the additional electrical work and when you said you could not afford it, we got the inspector to agree to grandfather you in as a one time favor to us. We called you to let you know and to schedule your work. You said you would think about it and call us back. You called us a month later and said you wanted to cancel. In New York, you have three days to cancel a contract and our contract is now 4 months old. We agreed to cancel the contract and send you back your deposit but we said you need to send us your cancel request in writing as per the law. You abused our office staff verbally and said you didn’t know how to email and that we were being unreasonable. Then you sent the email as requested. We will send you your deposit as agreed and cancel your contract but I fail to see how we did anything wrong. We have gone out of our way to accommodate your situation.

*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. ↩