ComplaintsforCasto Communities Management, LLC

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  During my application/approval period with ****** *****, I twice asked if the interior electric lines and media lines were combined with any other apartments; a situation I’ve experienced with other property owners since 2018. Both ****** answers were No and that apartments have their own lines/accounts. After I moved in on June 21st, from habit, my use of items (mine and Scioto’s ) and electricity were minimal, assisted by the use of my portable power stations. Spectrum activation was put On-Hold (even though it’s a part of the rent payment) and I began taking notes of what I used that day, as well as dates/times I was away from the apartment. Once my AEP Utilization charts were available, there was no doubt: combined interior electric lines. I tightened note taking and printed copies of AEP charts and eventually turned OFF non-essential circuit breakers on August 8th . With breakers OFF and the reactive response of at least one other apartment, comparisons were drastically different but still “recorded” higher kWhs than it should have. Continuing to collect data so that pre and post breakers results would debunk “ one of” theories, I provided my data and copies of AEP charts to the Property Manager on August 18th asking for CASTO’s response. The Property Manager’s active response was to make adjustments to the air conditioning/ ?HVAC? as of August 23rd; my response was to continue to maintain notes, etc. In the meantime, I discovered that the type of apartment, now and with other property owners have been Ohio Program 811 apartments, all the while paying elevated electric bills and greatly diminished living activities. My second packet of data/charts was provided September 7th, noting in the cover letter that focus should be on all reasons for “ghost” kWh usage, and again asking for CASTO's response.......to date, no CASTO response.

  Business response

  09/24/2024

  Dear ****,
  
  I am writing to formally respond to your complaint submitted, regarding your electric bill and potential wiring issues. We take all resident concerns seriously, and I would like to outline the steps we have taken to address this matter.
  
  Upon receiving Ms. ******** complaint, we initiated a thorough review of her unit's electrical setup and billing history. Our maintenance team also conducted an inspection of the wiring to verify any potential crossed lines or malfunction that could have affected her electric usage.
  
  Summary of Our Actions:

  Initial Inspection: Our maintenance team inspected the wiring and the associated systems in the unit to identify any discrepancies. There was mention of the refrigerator cycle cooling the apartment. The resident mentioned that the f***** cycles ran to frequently. We have inspected the f***** multiple times set f***** to recommended settings and replaced the f***** gasket. We also did an inspection of the electrical lines in the unit including outlets, Acs, and breaker.  

  
  Billing Review: We worked with our utility billing department to review the electric charges over the last several months to detect any irregularities or spikes in usage. AEP provided us with an average kwh usage for similar neighboring units. It was noted that Ms. ******** current unit from the dates of June 20th – Aug 16th was much lower than the average usage.

  
  Corrective Measures: During our inspection, we inspected the AC unit lines between Ms. ******** apartment and a neighboring unit and ensured that all were running to the correct unit. Some new lines were put in to ensure the lines were running efficiently. We asked Ms. ****** to please monitor the electric usage in hopes that that our repairs would make a positive impact on the usage. This process is ongoing, and we plan to continue to investigate further to find a resolve.
  
  We understand the frustration this may have caused, and we are committed to ensuring Ms. ******** experience is a positive one moving forward. Our goal is to maintain transparency and resolve this issue swiftly. Should Ms. ****** have any further concerns, we are more than happy to continue working with her directly at the property level.
  
  Thank you for your attention to this matter. If you require any further information or documentation, please feel free to reach out to me directly at the property.

  Kindly,

  
  

  Customer response

  09/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: electric and media are in question, does not answer why kwh are still recorded when away from home, and today is the first time for an electrician and your notice of the electrician did not say that I had to be there!
  However, it is better to be away since I am going thru BBB; everything from the date that I filed should be in writing.
  I am on the library computer and will be able to answer any other questions even though my detailed letters targeted Unit *** on the same lines.
  But the easy way to answer all questions is to
  Electricity
   cut off the Unit ****s F***** breaker, keeping the others that are already OFF and witness what electricity Unit *** and possibly ******* are not responding to.
  
  
  Media
  cut ON your or his phone from Unit *** and witness the programs received on Unit ***'s TV with the phones ON, then OFF.
  
  
  I stay here till all questions are full answered to my knowledge/ability.
  
  
  
  Regards,
  
  **** ******

  Customer response

  09/25/2024

  Mr ****** and Resolution Team: I will deliver clarification (retort) letter to Casto first response on Fri. 9/27 along with additional AEP Utilization Charts and receipts.  Thank You for your assistance!/ ********

  Customer response

  09/26/2024

  It is an issue of giving false information to the prospective tenant from the start, Energy/Wiring usage and Media sharing. 

  
  

  However, AEP is not responsible for interior wiring, per a visiting AEP representative I met in 2022 once told me.  Somewhere in ORC, all landlords have to freedom to wire as they wish as long as it passes inspection.  With Disability Program 811/HUD apartments, 2 to 3 apts (usually 2) share interior wires for billing/government reimbursement purposes; only 1 is on record for paying utilities. CASTO refuses to acknowledge that my apt. is part of the program....... I shouldn't even be in that apt....its restricted.

  
  

  Casto really confused the issue with the refrigerator; it is not a part of my complaint.  But for kwh data collection, I had to get it fixed (low temps) in order to get it's kwh usage closer to normal.... Friges should run 8hrs/day, mine is 12 hrs/day.  And it's rented; the first time I've had a rented Frige.

  
  

  In an effort to stall for time, knowing the combined lines reduces wattage, they started with the A/C, when all lines/breakers could be tested (not inspected) in one day by an independent electrician in a manner of "cause and effect" among the two apts. (***/***). The unit above me is one (for sure) and I think the one below is also. 

  
  

  They bypassed the media issue on the first go-round; I am bringing it up on my response.

  
  

  Hope this helps. I'm getting familiar to your screens, so I should be quicker next time.   Thanks

  Customer response

  10/01/2024

  While responses of unaddressed omissions, misdirection, implications, and generalization can cloud
  a complaint, I would to reclarify my complaint by means of CASTO’s initial responses.
  Unaddressed Omissions
  Unit *** Is a contracted Program 811/HUD apartment for Development Disabled tenants, with
  government rules/regulations/policies/reimbursement benefits/accounting methods and *restricted
  811 tenancy. Apartment characteristics include: **a. combined interior electric wiring of two or more
  apartments with one as the apartment of billing record, and **b. cable/media streaming “pick-up”
  device.
  *I am not, nor have ever been a participant in HUD program benefits.
  **I was told, twice, that Unit *** Did Not have combined wiring and media devices, but it does.
  As I result Unit *** has higher electric bill amounts and I have not activated Spectrum (which
  I’m paying for via rent payments).
  Misdirection and Implications of Initial Inspection
  The refrigerator is not a part of this BBB complaint. Given that apprx. 30 filled moving boxes, beds
  and furniture are blocking the majority of outlets, I’m not sure how a small percentage of tested
  outlets can deduce an OK result; basically I’m still packed from June 21 st due to consecutive years of
  learned and proven distrust.
  Generalization of Billing/Data
  Since AEP is not responsible for a property’s interior wiring, and can only bill for KWH associated
  with the an apartment of record, my efforts to keep ***’s AEP bills manageable was to reduce
  electric use as of June 24 th , turn 13 of 16 circuit breakers OFF (bedroom,kitchen,bath when needed)
  as of August 8 th , use of portable power stations, flashlights and low kwh reflector lights.
  AEP’s assistance with average kwh usage, I’m sure is correct IF neighboring units are non-program;
  comparing non-program data to other non-program data would be more in line. Also comparisons of
  low breaker usage with full breaker usage, should not be considered valid.
  Prior to August 9 th , my actual average daily use was 1.14 kwh; per AEP it was 8.00 kwh. As of
  August 9 th to Sept. 24th, my actual average dailies are 1.11; per AEP, 3.02. My actuals are consistent
  because I do not use the Dishwasher/Disposal/Microwave (Scioto)/Stove/TV ( Personal)/ Cable
  Line(Spectrum)/Washer/Dryer) from the beginning. AEP totals should have dropped to almost 0.00 if the
  lines where not combined.
  ( Mystery Note: My Utility Charts of July9th- August 6 are no longer on-line and
  
  September 21 st /22 nd are missing, also.)
  
  Implications within Corrective Measures
  Though A/C is not the only cause, any changes that have been done, I hope are permanent and will
  eliminate other apartments from using any and all their electrical needs on Unit ***’s interior lines.
  Otherwise, piecemeal/on-going, to me, means continuing to deny that I’m living in an HUD apartment
  with Program 811 reimbursements going to ???, denying that interior lines are combined, giving the
  impression of true resolutive actions, and continuing to file away AEP charts. For me it means that I
  
  continue to live minimally with power stations, flashlights, no TV, paying for kwh that are not mine and
  going thru a 3 rd winter of 67 degree apartment temperatures because others have continued to find
  alternative ways [besides the current refrigerator line way] of heating their apartments from Unit
  ***’s lines; all the while I’m paying AEP an average of $130/month mid-winter to stay warm.
  Transparency does not mean restricting communication to only property level.

  Business response

  10/02/2024

  Dear Ms. ******,
  
  Thank you for your follow-up response regarding your electric bill concerns. Since your last complaint, we had an electrician inspect your unit for any electrical, both the interior and exterior, to ensure we are thoroughly addressing the issue. We are currently awaiting the official work order tickets and notes from the electrician, which should provide further insight into the situation.
  
  Additionally, I noticed your mention of a "media issue" in your recent communication. Could you please contact the leasing office directly to clarify what you mean by this so we can ensure it is properly addressed?
  
  Once I have more information from the electrician’s report, I will update you on the next steps we can take. We appreciate your patience as we continue to work on resolving this matter.
  
  Please feel free moving forward to reach out to the leasing office at ###-###-#### if you have any other questions or concerns.
  

  Customer response

  10/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: The reply is a multi-layer delay tactic.  Again my issues are and always have been that Unit ***, a contracted Ohio Program 811/HUD Housing for Developmental [Neurologically] Disabled non-Seniors has:
  
     a. full and/or partially combined interior electric wiring with "other" apartments; any and all items that function directly and/or indirectly from electricity becomes Unit ****s recorded Kwh for AEP statement billing/payment, And
  
     b. undisclosed media technology device that enables free access  by tenants of  "other" apartment(s); access that is paid by Unit *** via rent payment.

  Any contact with property site and/or property owner has to be in writing.
  
  Additional Kwh info will be submitted early next week.

  
  
  Regards,
  
  **** ******

  Business response

  10/08/2024

  Dear **** ******,
  
  I wanted to take a moment to update you on the steps we’ve taken to address your concerns regarding your electric bill. We take these matters seriously, and our team has worked diligently to investigate and find solutions.
   
  AC Lines Adjustment: After an interior and exterior inspection of electrical components, our maintenance team has adjusted the AC system, by replacing AC lines which we believe has contributed to reducing the energy usage. 

  Confirmation of Separate Metering: We reached out to AEP, who confirmed that your unit is separately metered, ensuring that you are not sharing electricity usage with any neighboring units. 

  Electrical Inspection: We hired an electrician to conduct a thorough inspection of both the exterior AC units and the electrical panel and wires inside your home. During this inspection, no additional issues such as loose or mismatched wires were found. The previous adjustments made to the AC system would help in improving your electrical usage.

  While we have concluded our inspections and we’ve addressed the concerns to the best of our ability, we want to make sure you are comfortable and happy in your home.
  

  
  Lease Break Option
  
  If the work we have completed does not meet your expectations and you remain unsatisfied with the situation, we are offering you the option to break your lease at no additional charge. Should you choose this option, we kindly ask for a two-week written notice to vacate.
  
  Our priority is your comfort and satisfaction, and we want to provide you with the flexibility to make the best decision for your living situation.
  
  Sincerely,
  Casto Management 

  Customer response

  10/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: Refund was not addressed.  Given that someone persuaded AEP to overstep customer rights by taking down utilization charts from July 9th thru August 6th(which I retained) of paid massive kWh outliers (enough for 2 other units),it: 
  enhances probable long-term overreach of federal/state housing concerns,
  lends more credence to the deliberate answer of misinformation during my application/acceptance period, and
  overshadows the tone of CASTO’s helpful innocence and denial,
  
  With Fairness and Truth, I am asking for refund/fees of $1613.96 covering:
  Movers (to Scioto, College Hunks)   $820.00
  Move-IN                                                             $255.63
  Application                                                      $  50.00
  Admin                                                                 $400.00
  Electricity                                                         $  88.33
   ($0.077, Supply per kWh/ $0.16 average, Delivery per kWh)
  Non-note period, June 21st- July 13th               ½ of 223.45 kWh          $26.48
  Note period July 14th  - Oct. 5                               Difference 260.99 kWh $ 61.85
  
  
  Regards,
  
  **** ******

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/30/2023 I left my apartment, **** *** * ******* **** ** ****** **** ***** after residing there for a total of 3 years 6 months. To date, I have not received my renters deposit. When I finally was able to contact them about this I was told that they charged me $20.00 for 4 Stove Electric Burner Drip pans. They also charged me for $25.00 for cleaning the oven. When I asked about these charges they stated the following: Quote - "If you notified us prior to the move about the drip pans needing to be replaced we would have replaced them for free of charge. Since you moved out and they were not clean we replaced them and charged you $20.00. The oven was excessivley dirty which you were charged $25.00"- Unquote, In my opinion, the oven drip pans were not dirty but stained from normal wear and tear. The oven was not excessively dirty; in fact it was about as clean as it was when I moved in. In addition, I did not receive any of the promised items when signing the lease for the 2nd time, for example, a carpet cleaning etc. They never even sent me the $4.00 difference beween what they say I owed them for the afformentioned damages, and the $49.00 deposit. Basically they took advantage of a Senior Citizen and took my hard earned money for themselves, They are taking advantage of the situation after I moved out, Shame on them! These are not reasonable charges considering the state I left the apartment upon exit, I left the apartment in excellant condtion. I am looking for Sawmill Commons to refund me my original $49.00 deposit.

  Business response

  12/20/2023

  Dear *****,

  Thank you for reaching out and bringing your concern to my attention. Per the attached move out checklist, you were provided upon turning in your notice to vacate form, we request stove drip pans to be replaced, or a $5.00 per pan charge will be accessed upon vacating.

  In regard to the stove cleaning upcharge, the checklist references making sure all appliances are cleaned thoroughly as additional contracted serviced invoices will be billed at the actual cost which were billed directly to your account upon move out.
  When reviewing the attached images of the damage present this is above normal wear and tear per the signed lease agreement these damage charges are justified.

  The remaining security deposit refund of $4.00 was issued on 7/13/2023 to the forwarding address provided at move out which was *** * ***** ** * **** ************ ** *****. Please feel free to email me directly at *********************** to provide me an updated forwarding address where a new refund check can be issued & I will get this sent out immediately.
  
  Kindly,

  ******* ********
  *********************** Collections Representative III
  Casto Management

  
  

  Customer response

  01/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21026527
  
  I am rejecting this response because:  no matter what the checklist says, if you are willing to replace for free prior to checkout the drip pans, why would you gouge a person for 20 dollars if not requested prior to move out. This an unfair tactic.

  This is unacceptable.

  Willing to settle for $24.00. 

  Will not accept anything less to close this issue with BBB

  
  
  Regards,
  
  ***** ***

  Business response

  01/05/2024

  Afternoon *****,

  After speaking with you several times regarding this matter since you vacated at the end of June 2023, I would like to settle this dispute & resolve your concern. I have brought this to my supervisor's attention, and we have agreed to settle this dispute by removing the drip pan damage charge which will be refunding you $24.00 in total.

  Please provide me with an updated forwarding address and I will get an immediate refund check issued.

  Kindly,

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

  Casto Collections

  Customer response

  01/09/2024

  [A default letter is provided here which indicates your accep***ce of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ***

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

  Customer response

  01/24/2024

  From: ***** T <********************>
  Date: Tue, Jan 23, 2024 at 6:26 PM
  Subject: Complaint # 21026527
  To:
  
  
  Hello , 
  
  I may have to reopen my case, Complaint #21026527 with Casto Communities Management because up to this day, I have not received the $24.00 from Casto Communities Management as per our last arbitration agreement.
  
  Please see attached ,forwarded email below for your perusal. 
  Please advise how do we get this resolved. 
  
  Thank you. 
  ***** ***
  

  Business response

  01/24/2024

  Morning,

  The email below was sent to the email address we have on file for ***** *** - ******************** on January 18th to give her an update on the status of her refund. Please find below email sent & refund attachment to confirm.

  Kindly,

  _____________________________________________________________________________________________________________________

  Afternoon *****,
  
  Your reissued refund check was sent as of today January 18th via USPS to the forwarding address you provided. Depending on USPS you will see this between 5-10 business days. Please find attached information pertaining to your refund.
  
  Kindly,
  
  ******* ********
  Casto Collections
  ***********************

  Customer response

  01/25/2024

  Hello,
  I'm pleased to announce that today, I received a check for $24 from Casto Communities Management . Hence, we don't need to pursue this claim any further. 
  I thank you and appreciate your support/assis***ce.
  
  
  Best Regards,
  ***** ***
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ***

• Initial Complaint

  06/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My brother lived at Glenchester Lakes and got a month to month lease with no hassle. He was never pushed into a 9 month lease after he requested month to month. 

  So I am writing about Vistas at Rocky Fork. I emailed the property, ****** Cramer, 61 days before my lease was up and asked to go on a month to month lease as we were looking for a house. 

  Rather then write me back, ****** called. She said we could not go on a month to month lease. She said she could only offer us a 9 month lease. Initially we did not sign it, as we were still pushing for a month to month lease. Eventually, as it closer to the end of the lease, we felt bullied, and signed it. 

  Then we found a house and turned in our notice to vacate. Then ****** called and said we would have to pay a fee for not giving them sufficient notice. When my husband got on the call, ****** said she misunderstood and we could have gone month to month. 

  We contacted the Regional Manager, **** ******* and explained to her that ****** was deceptive, and had misled and bullied us into the 9 month lease, knowing we wanted month to month and her saying it wasn't available. She did not care about how we were misled.   

   

  Business response

  07/05/2023

  Afternoon ******* & *****,

  Thank you for reaching out to discuss concerns you have regarding the handling of your move out & charges accessed by The Vista at Rocky Fork. I apologize if you do not think this has been handled in the proper manner. After reviewing the file, previous signed leases, email correspondence & notes entered, I was able to determine the following:

  *******, I do see on April 30th you reached out to the property regarding the possibility of going month to month due to house hunting. At this time, it was noted that you also inquired about potential short term lease options.

  On May 1st, ****** ****** reached out to inform you & ***** that a 9-month lease term was the shortest option they were able to offer in the month your lease was expiring. Per the attached lease renewal offer letter, month-to-month offers are based on limited availability.

  On May 18th, ****** ****** followed up with you regarding a renewal decision and left a message at that time. She did not hear back from you or *****, ****** then followed up with you both again on June 21st.  On this day, she received an email from you stating that you all closed on a house that day and would be vacating at the end of lease term expiring on June 30th.

  Once a written notice to vacate was obtained with a exact move out date, ****** followed up to inform you both of your financial responsibilities. At this point in time, your lease would have rolled into a month-to-month lease obligation effective July 1st and would hold you financially responsible for July’s rent at the full market rate plus the $500 month-to-month fee.  ****** explained that if you still planned on vacating on June 30th as stated in notice, that The Vista would attempt to re-rent the apartment home asap. If The Vista was able to successfully re-rent the apartment, you would be reimbursed starting from the day the new resident started paying rent on the home through remainder of your financial obligation. At this time, the apartment home has yet to be reoccupied.

  I do see per the attached lease the protocol was followed & the balance remaining due is accurate. I have highlighted areas of the signed lease explaining in full detail this financial obligation.

  Please reach out to me directly at *********************** if you have any further questions or concerns. If you wish to set up a repayment plan, we can accommodate this.

  Kindly,

  Customer response

  07/10/2023

  [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 accept the business's response to resolve this complaint. I will reach out to Kristin for my concerns.
  Regards,
  
  ******* *****

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CASTO PROPERTIES OVER CHARGED FOR CARPET REPLACEMENT BY CHARGING A TENANT FOR CARPET REPLACEMENT IN ROOM THAT DID NOT HAVE DAMAGED CARPET CASTO PROPERTIES OVER CHARGED TENANT FOR REPLACING STOVE TOP PARTS INSTEAD OF CLEANING THEM, CASTO PROPERTIES WRONGFULLY WITH HELD DEPOSIT FROM TENANT. CASTO PROPERTIES LIED DURING SHOWING AND FALSE ADVERTISED. CASTO PROPERTIES CLAIMED THERE WAS ON SITE SECURITY BUT THERE WAS NONE TO BE FOUND. CASTO PROPERTIES OFFICE STAFF IS EXTREMELY RUDE.

  Business response

  08/23/2022

  Good Afternoon,

  My apologies on not responding sooner, I had not seen this come through. Attached you can find the carpet invoice, correct carpet pro-ration sheet, move-out statement, and an aggressive voicemail hours after the financial statement was finalized.

  All CASTO properties across the board replace damaged carpet in full so that it can age together for proration purposes. The carpet was damaged with bleach stains as you can see in the Move Out Statement attached. We do not prorate drip pans as we replace each pan for $5 across the board. Below I have taken the time to write all communications between our company and Mr. ******.  

  The financial move-out was completed and sent via email May 17th around 1:30 PM. Shortly after around 2:50 PM ****** called Graceland Flats and was very aggressive over the phone demanding tax returns from our business and calling our workers lazy and stupid. The Graceland Flats staff is unable to discuss collections so they attempted to redirect him to our collections team. After ending that call, he continued to keep calling the Graceland Flats office. (One Voicemail Attached) Our collections team reached out at 2:56 PM via email explaining the costs and providing photos. Around 5:44 PM Mr. ****** replied via email with, "We can go to court" and "If I need to supema a office worker or your tax return I will". Our office staff leaves the office at 3:30 PM so we did not respond until the next day. May 18th at 7:47 AM we replied informing Mr. ****** that if he would like to go to court, then he was most welcomed to. We informed him that we replaced the carpet throughout the whole apartment due to bleach stains. As a landlord once carpet has been damaged and needs replaced, we replace the whole carpet throughout the apartment so that it can age together when we prorate. We did not hear anything after that. On June 15th at 10:02 AM Mr. ****** emailed that he would like to dispute the charges due to not prorating drip pans and replacing bedroom carpet. Our collections team replied the same day at 10:38 AM explaining that we do not pro-rate drip pans as we charge a flat rate of $5 per across the board and that carpet is replaced entirely when damaged so that it can age together for proration purposes. We provided the Conditions of Premises & Alterations portion of the lease to him. We did not receive a response after. On June 16th our collections team saw that the pro-ration was done incorrectly. The carpet invoice had been cheaper than what was prorated at. ($114.59 difference) Our team emailed Mr. ****** at 1:15 PM informing him of the mistake and that we had corrected the balance. We did not receive a response. On August 15th at 9:59 AM Mr. ****** reached out informing us that he had submitted a claim and asked to talk to us about his review he had written. Our team replied same day at 12:46 AM explaining that we are more than happy to discuss the review and go over any invoices, photos or charges. Mr. ****** replied at 2:02 PM informing us that our claim will be disputed and that he will subena the casto owner of the LLC that is registered with the state to testify in court.

  If you have any questions, please let me know.

  Have a Great Day and Stay Safe!

*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. ↩