ComplaintsforSerpentini Chevrolet Buick of Orrville

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hit/grazed a deer on Sunday 11/3/2024. Our insurance company stated we had to take our car to Serpentini Auto Collision in Orrville. I drove the car to Orrville (no issues). I dropped the 2012 X5D off and talked to a gentleman about the damage. I told the individual "I plan to get the car if the insurance company will not fix it". We looked at the car together - and he pointed to areas not associated with the accident. The passenger door - some paint near the windshield and other things that have deteriorated with age. I expected them to take off the 1/4 panel / Front bumper and associated parts that were damaged. The insurance company contacted me and said that they would give us $7,200 and the car. When the insurance company told me it was totaled I was somewhat surprised. I told the insurance company that I will pick the car up. When I went to pick up the car I was shocked. 1. They removed parts of the car that I asked them not to because it was not related to the accident. Door trim - Door handles - inside door panel - Windshield trim - BMW Logo on hood - BMW decals on door. 2. They said that was the normal process - to prepare a car for paint before discussing this with the client. 3. The supervisor (******) stated (She was nice and professional) that they would not have removed all the parts if she had known. ( I feel I notified the inspector- I did not realize they were going to tear the car apart) 4. I was then contacted - but they stated they could do nothing because the car was towed away. So now, I lost a great car that I cannot replace for $9000. It was a rare BMW diesel that was in great shape. This car had sentimental value as well.

  

  Business response

  11/14/2024

  Very common practice for us to do some tear down to make sure we are giving an accurate repair estimate to the insurance company. not sure we should do anything differently here or what exactly the customer is even requesting? We didn't total the car? Not sure how we can help here? I could be wrong, but it seems like the customer wanted us to give a less than accurate estimate to the insurance company so the car wasn't totaled. if we were to do such thing we would then be liable for WAY bigger things. 

   

  Customer response

  11/15/2024

   I am rejecting this response because:  Your manager stated if she would have known that I anticipated reclaiming the car after the initial inspection that they would not have disassembled and or destroyed the unrelated areas.   She also said, that if she would have known that I wanted the car that she would not have had it towed away.  In both cases I notified the inspector of my wishes and had with a positive response.  I also do not think the process was explained - Someone who has not been through this would not expect an interior door to be disassembled because the front fender was damaged.   You live in that world - to you it makes sense.  The inspector indicated that he had to remove the front fender to see if the engine was damaged - and the bumper.  That completely makes sense.   He should have let me known after I explained my desire to which acknowledged it, and the manager confirmed that if she would have known it would be a different outcome.   I am out a car that would have easily been repaired.   Sure, I get some money, but nothing close to replacing a Diesel BMW.   If you could help me find a car (including the money I received) to replace my loss that would be fair.   I am not asking for anything unreasonable.  Even with that deal, I am at a loss.  Thank you for responding.  And once again - every employee at Serpentini has been professional.  It has nothing to do with being treated bad.

   

   

  
  

  

  Business response

  11/15/2024

  I will have a Sales Manager reach out!

  Customer response

  11/15/2024

  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.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Horrible service, and sales staff. Went in and looked at a vehicle to purchase. The sales man was supposed to get back to me with the offer. No call no response reached out with in hours multiple times and no one ever called back and now the vehicle is sold and manager **** was the first to respond with a rude unprofessional gesture of well tuff its sold now, cant help ya. They lie and are incompetent and should not be thought of on your next purchase. Hopefully who bought the 2009 Canyon from Serpentini of ******** on September 6, 2024 was told about the Tranfer case problem and there was a check engine light on before they bought it

  

  Business response

  09/10/2024

  Customer low balled us, we explained our pricing strategy and that we know it was a great deal already. It seems like it really was as someone else already bought it while he was trying to play games. Its also pretty cute how he throws a fit and explains how its a bad vehicle after he tried to buy it. Seems a little upset he didnt get his way is the real problem, not the business.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my vehicle back in May of 2023. I purchased 8 oil changes with the purchase of the vehicle.I took it in for the 4th oil change on August 16 2024. took about an hour and they said i was good to go. Pulled out of their garage after i sat there for a few min arranging things. They called my husband 17 minutes after I left their garage stating they found some oil where my vehicle was sitting, and they believe it was from my vehicle. My husband was at work so he couldn't get to his phone. So I head back to my house which is a good ***** min away. All the sudden my vehicle starts to smoke. So i find some where safe to pull off. I call Serpentini and they send someone out to take a look. There was oil all over everything under my hood as well as i drove my vehicle with NO oil. They sent another guy out to tow it back to the garage. They called the next day stating everything was fine and i can come pick it up. We left it sit there for a few days while trying to get them to make things right as they said repeatedly they would.Well, they didn't. So we go there that Monday hoping they'd come up with something in regards to make it right and feel safe getting behind the wheel as that's the family vehicle we bought to take family vacations with an drive out of state. I no longer feel like i can do so without thinking something is going to happen with the oil leak/running out of oil and the damage it probably did to my car. It's always going to be in the back of my mind . They never tore anything apart to check it over. Just a little scope test. Make it right Serpentini. I didn't bring my vehicle in like that but i left with my vehicle like that? It was your service person that made that terrible mistake so own up to it and fix it by making it right with me. I feel like my vehicle could be a lemon and I still have 6 years to pay off my loan.

  

  Business response

  08/29/2024

  Absolutely! Thats why we towed in in and checked it. if its not broken, im not sure what you mean by "Make it right"? *****, also makes no sense as this has nothing to do with your vehicle quality. Now obviously if something were to go wrong with your vehicle within a reasonable amount of time and it was RELATED to this we would take care of it. Buit it hasnt, and wont based on us checking it. it kind of seems like "Make it right" is an attempt to gain something here or maybe Im mis understanding it? 

  We will have our service manager reach out as well.

   

  Thanks

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a used vehicle in March, had it back twice before the end of April due to a vibration that sounded like running over rumble strips. First time I took it back was approx 3 weeks after purchase the next time was about 2-3 weeks later when the sound/feel was still there. Was told after taking a tech for a ride that they believed it was the truck switching from v4 to v8 and I needed to keep driving it till the check engine light turned on because the insurance purchased with the truck wouldnt let them go fishing for the issue but the needed codes from the engine light. Drove the truck for another 4 months waiting for light to kick on and it never did but the vibration got worse so I **************** and they told me no! Thats a lie, take it to the closest dealership as soon as possible and have them diagnose it. So I took it to *********** Chevrolet and they had it diagnosed within a couple hours that the torque converter had blown apart and went through the transmission, had I taken the truck sooner it would have only been the torque converter. Millersburg Chevrolet said it will be 5500$ to replace the transmission but the insurance covers 3000$. I called serpentini and they finally come back a week later with sorry we cant help because you took the truck to another dealership and have been driving it that way for 6 months even know they told me to drive it till the engine light came on. I told them that they should have caught it when it was in the shop and if they had actually checked the truck when it was at there shop for 3-4days then this wouldnt be an issue. They are not willing to even assist with the 2500$ difference from there mistake of not diagnosing it when it was in there shop and telling me that it was ok to drive.

  

  Business response

  08/27/2024

  Were going to have our service manager reach out in an attempt to resolve this.

   

  Thanks, *****

  Customer response

  08/29/2024

  No one has contacted me at this time. Messaged was received that he would have someone contact me 2 days ago. Do I just hold off on reply even know it says  requires action on your part ?

  Customer response

  09/02/2024

   I am rejecting this response because:
  
  They have not made any attempt to contact me, I made an effort to contact them and they would not return a single phone call in the last week. 

  

  Business response

  09/03/2024

  Just talked to the customer. The vehicle drove for 4.5 months since its last visit. A transmission that's bad doesn't do that. However we have offered him ***** towards the repair balance. HE has accepted. When the repair is done we need an invoice showing what was paid and we will get him a check

  Customer response

  09/03/2024

   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.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found a listing for a 2022 Jeep Wrangler Sport on Auto Trader on 7/ 17. I replied and contacted someone about sending some photos of the car along with getting some more info. I talked to 2 different sales people and eventually did a virtual call with *** ********** along with my husband to fully inspect the car. He showed us in and out, under the hood and all around the car and assured us there was no problems and it was just like new. Nowhere in the description or during this conversation was it mentioned that this Jeep Wrangler did not have air conditioning. It was also stated that it would come with a new soft top. A check was mailed to the company for the full amount of the car and was held for 10 days before we could arrange delivery. I scheduled delivery and paid $750 to have this Jeep shipped to my home. Upon delivery, we immediately noticed that it was an aftermarket top and not what was original to the Jeep or listed on the CarFax. Then the next day, while we were driving, we realized it was not equipped with air conditioning. You can imagine our surprise! I have never owned a car that wasn’t equipped with air-conditioning. The Jeep was also filthy inside and out. It had barely been vacuumed. The wheels hadn’t even been cleaned, but they had been blackened. There are also wires cut under the seat from the previous owners sound system or lights that were not properly taken care of. Those were just cut and left and I’m not even sure if they’re still live. The car also has a foul smell and we believe the top was not fixed in a timely manner and it was left out in the elements. I reached out to my sales person and I’ve asked several times to speak with the general manager with no returned calls or response. This is not what I was told I was buying and it needs to be returned to Serpentini and my money returned to me. I am currently without a vehicle so I would like this matter taken care of quickly. I need to get my money so I can purchase a proper vehicle.

  

  Business response

  08/15/2024

  We will have our General Sales Manager reach out to the customer directly to resolve any issues. Thanks

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase Date 02/15/2024 $1000 down payment, 2009 Jeep Liberty and the loan amount totals $19,565.43 after down payment and trade in. When I purchased the vehicle the salesman (*** *****) assured me it was 100%. It was colder and raining so i didn't get to check things out till the next day. I found that the A/C did not work. I called Serpentini and they made me an appointment for a week to 10 days later. it takes me 1 1/2 hours to drive there. After sitting there for 4 1/2 hours they came out and told me they didn't have a tech to look at make car. They suggested i take it to a KIA dealer since it was still under warranty. I called Diel Kia in Massillon Ohio.it took another week to get it in there. they looked at it but said it would have to be left but they had no loaner car. They then called me a week later with a loaner. After 4 days they called saying it was repaired. 10 minutes after i picked it up it stopped working. Again, a week to 10 days to get a loaner. The last trip they had it for a full 30 day. Called me saying it was again repaired. A day and a half later it stopped again. Again waiting for a loaner. In 3 months i've had the car it has not in my possession for approximately 40 days. They did nothing to resolve the issue. **** from Serpentini called and said if i came up we could deal on another vehicle. I again drove 1 1l2 hours just to be told because of the negative equity on the car that they sold me they could not help me. The price was the price of a new car for a 4 year old car. 2020 KIA Soul. Vin# *****************.

  

  Business response

  05/27/2024

  I will be diving into this tomorrow to gather all of the details. From there we can develop a plan to get this fixed once and for all or replace it potentially. We will be in touch Tuesday the 28th. 

   

  ***** ******** 

   

  

  Business response

  05/31/2024

  Spoke and met with Customer. Issues are resolved. Customer completely happy

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been car shopping on Car Gurus for several weeks, looking for a car for my son. I found a 2011 ******* Sonata advertised at Serpentini of Orrville for $6995. I watched it for a couple of weeks. It was listed as a Great Deal by Car Gurus. It had all the bells and whistles supposedly. We definitely wanted a backup camera, and the car was listed as having one. We made an appointment and went for a test drive, on November 24th, 2023. I asked if I could take the car to a mechanic friend to have it checked out. They told me I could pick it up the next day, but if I wanted to secure the price, I would have to give them a $500 non-refundable deposit, because they use "live market" pricing. They also told me they would fix anything my mechanic found wrong. As I'm driving to my mechanic, I realized there was no backup camera, the cruise control didn't work, and when you used the brakes, there was a shimmy. My mechanic said it needed front rotors and pads and at least a module for the cruise control. We go back to the dealership. They refused to replace the pads and rotors, as they "weren't bad enough to be a safety issue." I wasn't concerned about the cruise control, as my son is a young driver and probably would never use it. My mechanic said he would replace the brakes for around $240. We decide to purchase the car. But the price jumped to $7750, overnight. I went back to Car Gurus and it was now listed as a "fair" deal. After 6 1/2 hours, we're exhausted, but make the deal, after they agreed to take $150 off. We get to the ************** and they have tacked on a $2000 warranty. They said the bank required it as a condition of financing. I wanted a warranty, but not a $2000 one. We were exhausted and frustrated and didn't notice until we picked the car up 4 days later, that they didn't take off the $150. They wouldn't give us any copies of the paperwork until we picked up the car. They over charged for the car and lied about multiple things.

  

  Business response

  12/09/2023

  It sounds like we communicated very poorly here. Thats certainly on **. I will be diving into this on Monday and we will be reaching out to make sure we explain things properly and potentially adjust anything if it was incorrect or unfair. 

  Thank you 

  Serpentini Orrville 

  Customer response

  12/21/2023

   I am rejecting this response because: Serpentini of Orrville never followed through with what was discussed. 
  
  
  

  

  Business response

  12/23/2023

  Were not sure we understand, we reached out to the customer and thought this was resolved. We will reach out again.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or around Thur. 9/28/2023 I contacted Serpentini of Orrville via phone inquiring about a new white 2023 Chevy Colorado WT basic model work truck. It was advertised on their website as the “Serpentini Price” $29,995 with an msrp of $33,625 and states savings of $3,630. I spoke to someone possibly ****? He confirmed it was in stock and did confirm that the price I read on the website was correct. I set an appointment for approx 7:30pm and met with the sales desk and introduced me to *** ***** a veteran salesperson at this location. We did the standard test drive and during initial presentation of numbers I noticed the price was well over $31,500 ish and he said he would look into it but I submitted a credit application and after awhile got a few approvals and higher monthly payment offers and had the basic back and forth with the sales person and their sales manager. Sadly due to time and a payment that was presented a little better, I accepted and they began to write up the sale and detail the truck. When I got into the finance managers office the standard menu of extras were presented and I declined a few times stating the monthly payment was already higher than I wanted to go. Toward the end I noticed the sale price of vehicle was well over $31,500 ish and I said something to the effect of wait it’s suppose to be $29,995 according to your website of course the standard tax title doc fee. He paused and didn’t really say anything then changed topic back to the extra options. I completed the paperwork and did not get copies but instead a usb thumb drive so I couldn’t easily see what I just transacted. According to the Ohio Attorney General website/Ohio laws regarding auto dealer advertising this is a clear violation and would be considered bait and switch or changing the price that was on their website. This was not an error or omission. It did not state “call us for price” I want a refund for the difference plus amt of interest on that overcharge.

  

  Business response

  10/06/2023

  We will certainly dive into this. There are times when you must finance with General Motors to qualify for an incentive, etc. If that wasn't the case here and we missed it. It will be corrected. We will reach out to the customer and make sure this is handled. Seems like at minimum a miscommunication. But all of our paperwork goes on a USB drive, for ALL customers in an effort to save paper and bulky envelopes for the customer. but on request we can certainly print the paperwork as well. Again if we made the mistake we will correct it.

  Customer response

  10/12/2023

  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.

  They honored their word and made it right by sending me a check for the error and I am satisfied.  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the beginning of June 2022 I decided to take my 2013 Chevrolet Malibu (mint condition) to serpentini ORVILLE. this complaint is about the ORVILLE location however its not coming up in the search so ****** will have to take one on the chin for ORVILLE I guess. I went to the ORVILLE location which is an hour from my home with my 2 small kids and was given a salesman named ****** ***** who admitted it was his 3rd day on the job with no experience and he was the only one available so we proceeded reluctantly. We were wanting to trade for an suv. ****** brings an encore out says its the only vehicle in our price range which if you've seen an encore they're no bigger than a car basically so that was kind of a joke. However we said ok. After driving an hour home with it as I pull in my drive the check engine light comes on. We had a warranty so called the dealership and ****** said bring it next day. The next day as we go to head back to the dealership we noticed oil leaking all over the garage floor. We made them aware of everything when we took it back. We also had to sit there while they service it cuz no way to get home. A few hours later they say it's fixed. We drove all the way back home and about 10 minutes from the house the check engine light came on AGAIN!!!!. Still leaking oil also. Once again we had to take it back. At this point I'm mad and demand my Malibu back and tell them to unwind the loan. They refuse and say they sold the Malibu which I know was a lie because the bank said they hadn't even paid the Malibu off yet and they can't legally sell the Malibu without paying it off. After 4 alleged attempts to fix it which who knows if they even tried it STILL wasn't fixed and we took it to our mechanic and he said the engine was bad. They also never legally transferred my plates from the Malibu to the encore so that 2 weeks I did have the encore I was driving around with fictitious plates. So after 2 weeks of fighting with them they decided to put us in a Chevrolet spark worlds tiniest car. Basically slapping us in the face knowing we came to trade for an suv. Now I found a new honest reliable dealership who took the spark and put us in a very nice 2020 kia sorento. But now serpentini ORVILLE is refusing to release my gap refund and my platinum warranty refund saying they have to send it to the bank. They're the RUDEST WORST MOST UNPROFESSIONAL DIRTIEST CROOKED dealership ever. In a time where inflation is thru the roof and we're a low fixed income family with 2 kids they literally took advantage of us bad so they could line their pockets even more than they already are. ***** the bald manager was so rude he shouldn't even have that job. He needs to go back to stocking red bull for the *** bars in *****. Least that's what he told us he used to do for a living.

  

  Business response

  01/25/2023

  I wish I knew how to properly respond to this. One, it's not even for the correct store. But I did talk to the bald sales manager ***** to get an understanding of what happened. Turns out you had some problems with a vehicle, so we traded you out of it and made it right. Now youre unhappy with the car you test drove and looked at before making that choice. Yet its still our fault. SO you traded that in on something else at another dealership. Thats fantastic, were glad you could do that. But now youre unhappy because we wont just give you cash for a warranty and gap insurance you purchased. Well thats not our choice. BY LAW when you have a lien on a vehicle and credits go to the lender, which in turn reduces your payoff - SO ITS THE SAME THING. With that said, if you assumed the full payoff when you traded your vehicle and then we additionally cancel products and refund them to the bank and they are overpaid -- tha'ts yours! But it has to come from the bank ONCE the lien is released and loan is settled. Not a Serpentini decision. Thats just the law. We have cancelled any and all products you purchased and have refunded the appropriate parties. You have gone through dealing with multiple sales people, multiple managers and were abusive and down right scary. We won't stand for that. So we are THRILLED you found another dealership to work with. We wish you the best.

  Again, all products have been cancelled and will be forwarded to the appropriate parties required by LAW.

  Customer response

  01/26/2023

   I am rejecting this response because:
  
  I CLEARY STATED why I had to choose thus store. If you read it correctly you would have understood that. I said it was for the Orville store there wasn't an option to choose ******. Second WE WERE FORCED INTO TAKING THE TINY CAR THERE WAS LITERALLY NO OTHER OPTION IS WHAT THEY TOLD US IT WAS THAT OR NO VEHICLE.  we first tested a real suz a gmc terrain that we wanted and was then told we couldn't have cuz it had multiple problems including a timing chain (hence why everyone complains about the Orville store selling junk used cars) so the only other option according to them was a tiny car. Thank God we don't have that death trap anymore.  If the Orville store would STOP trying to get over on people and selling junk to begin with maybe they wouldn't get a bad rap. I'm clearly NOT the only one they've done this to read their reviews that is if you're capable. After a solid 3 weeks of driving back and forth an hour each way to get a vehicle fixed they have a warranty on that they refused to fix you tell me what you'd do. Oh wait you wouldn't have to worry cuz you probably drive dealer cars free. And as far as my gap I know how it works so does everyone else it's bs they're mad they're loosing money I don't care if it's my life's mission I will make sure EVERYONE  I can possibly tell to stay far away from serpentini Orville. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I bought a used 2010 Jeep Wrangler unlimited Sahara from Serpentini Chevrolet Buick in Orrville **** approximately one month ago. I drove the vehicle for a week and it started misfiring and running terrible so I let the dealership know and was told to bring it in and they would hook the scanner up to it and see whats going on, so I did. I was told there wasnt any codes found, and that all the techs were leaving for the day, and they turned the check engine light off but when it comes back on come back. Of course it came back on and I decided to scan it myself, it was a multi cylinder misfire so I replaced the ignition coil, spark plugs and ignition wires. It ran a little better but still had a mis fire on the number six cylinder. Before I could call and get back in to the dealership for service to look at it again the exhaust fell off! I got under the Jeep to look at the exhaust and find the rear end is leaking gear grease out horribly! So I take it to the dealership and they were supposed to diagnose everything. So I dropped it off and went three weeks without a vehicle, calling the dealership leaving messages, getting voicemails but no answers or call backs! I asked to speak with the ** several times and was told he is not available! The dealership will not trade me out of this vehicle because now they know something is wrong with the engine, I paid ****** for it and they offered me ****** for trade in value, so whatever they would try to put me in now would have like ***** in negative equity! I talked to the dealership again yesterday and they let me test drive a 2021 Chevrolet Trax, the salesman said they could hide the negative equity on this car, so I believed him. Turns out I would need between ***** and7,500 to make it work! It was yet another smack in face! I will never buy from Serpentini Chevrolet Buick in Orrville **** ever again, this has been by far my worst car buying experience in over 20 years! Im disabled, I need a vehicle.

  

  Business response

  09/19/2022

  Tell us why here..
  We sat down with ************************** and he admitted to signing 4 as-is forms when he refused to buy anything but that 160K mile Jeep.It was what he wanted and refused to look at anything else on our lot. He was completely aware there was ZERO warranty available to him for any type of circumstance when he purchased it. As it was way too old for any of our warranties and way too high of mileage as well.
  
  He asked me if anything could be done about the $500 service charge to diagnose it. I told him again that there isnt any warranty account associated with his VIN but I would find a way for our department to pay half of that charge for him.
  
  He also was not denied by anyone at the dealership an independent inspection which he freely admitted to me more than once.

  At this point I would even go as far as paying the full ****** for him. But that's where it ends. He was aware of what he was buying.

   

   

   

  Customer response

  09/21/2022

   I am rejecting this response because:
  
  The dealership is not telling the truth at all!! It was a struggle to get the Jeep financed in the first place because the dealership kept raising the price of it. I was never offered to look at anything else through the whole process. I understand it was an AS IS vehicle but it only lasted me a week and has all these issues! I thought the dealership would either fix it or put me in something of equal value, but I guess thats to much to ask for. Anyone at that dealership, put yourself in my position, what would you do if this happened to you and you were on the hook for ****** for a vehicle that lasted you one week? I am on disability and I try to work part time so I can pay all my bills, I have doctors appointments from Wooster to ****** and all the way in *********. Serpentini Chevrolet Buick is a huge company and all Im asking for is to be traded out of the lemon you sold me. I want to put this whole experience behind me, Im willing to work with the dealership to fix this situation but I want traded out of the Jeep and put in a reliable vehicle that will get me to my doctors appointments and work. I want this deal to be equally right for the both of us not just the dealership!. 

  

  Business response

  09/22/2022

  We will have the Salesperson reach out to set an appointment to try one more time. This will be our last time. Again, he knew 100% what he was getting into as this vehicles was announced as it was to him BEFORE he purchased it.

*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. ↩