ComplaintsforToyota of Dallas

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/23/23 I bought a used car which at the time of sale was determined to have an electrical issue. The dealer agreed to fix this and the car was left with the dealer two weeks after purchase to be fixed. After six weeks and many many attempts to get a status, I was finally told that the issue wasn't fixable and that I had to come in for a resolution. As in urgently. I have three kids 4 and under and told them it was not convenient but they implied it was necessary to come in even if the kids had to come. When we arrived, I waited an hour for the appointment that I was supposed to have, with three kids, and then they started the sales pitch to 'give' a 'bettet' deal. I was told unless I wanted to drive out with the original car, I needed to trade it in. I'm which case, I would owe more money. Ultimately the sold a car with serious issues that couldn't be fixed and held me and my kids hostage since i didn't have a car to leave in. I've been here almost four hours and felt like I had to buy a higher priced car to get out.

  Business response

  03/27/2023

  customer bought a car.

  car had a minor electrical issue.

  parts are on back order for several months as has become the case on hundreds of thousands of parts across the automotive spectrum- worldwide supply issues are a real thing.

  we put this customer in a vehicle at our expense for the entire time he/she was without her purchased automobile.

  unfortunately the customer chose not to wait and chose to purchase another more expensive vehicle.

  we are also upset at the worldwide parts supply issues that we deal with each and every day, but unfortunately we don't have control over these issues.

  Business response

  04/04/2023

  Our dealership stands by earlier response.

  there is no further communication needed from the dealership as it has already detailed what happened. 
  

  Customer response

  04/09/2023

  I am rejecting this response because:   they are lying and are not making any attempt to correct the issue. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 Ford Edge VIN is ***************** August 31, 2022, paying $27,000.00 cash. According to the salesperson Victor ******* that the vehicle was free of collision damages. While the vehicle presented no visible damages, I later found hidden damages in several areas. This included missing part at the rear passenger side door and glued on parts on the engine housing holding the grill and the fenders plus a crooked hood. While the dealer provided me with a ****** report showing no accidents, I find it difficult to believe that a full-service dealer like Toyota of Dallas would not inspect vehicles when they purchase and prior to resale. This leads me to believe that selling me this vehicle in such condition was with malicious intent. On November 25, 2022, I presented my grievances to the service department while visiting for maintenance and was told by one of the service personnel who suggested that was common practice and that I should speak to a manager. I proceeded to seek a manager; none was to be found. The Salesperson Mr. ******* asked me to sit at his workspace while he found a manager, there were only five a short distance from me, but none paid attention. I proceeded to take pictures of the dealer sales area and a manager magically appeared. That person rudely advised that I had purchased the vehicle as is and that it was my problem. The so-called manager's name is Paco ****** and did not even ask me what I was complaining about, he rudely gave me his business card and told me that if I had a beef to send a text message to customer service. I proceeded to send a certified letter to the Managing partner at Toyota Mr. Darren ****** explaining the situation. To this date I have not received a response from him or anyone at Toyota of Dallas. It makes me wonder how many other customers they pull the stunt on. These people kept me at the dealer till 11:00 PM to settle a cash deal. Perhaps seeing that I am a 75-year-old man they'd tire me out.

  Business response

  01/04/2023

  All paperwork was completed and customer both signed and reviewed a copy of a ****** on said vehicle.
  Are we supposed to evaluate every customers well being and age health to determine if we should ask them to go home because they are up too late?
  EACH AND EVERY CUSTOMER IS HERE OF THEIR OWN FREE WILL, and to suggest otherwise is just plain insanity.
  Dealership has no further responsibility

  Business response

  01/30/2023

  Dealership has no further responsibility in this case.
  

  Customer response

  02/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Toyota of Dallas has not offered any solution. They should at minimum replace the missing and broken parts and remove the glue from the improperly repaired parts around the engine frame.
  
  The most obvious fact is the salesman sold me the car and verbally implied that the vehicle had no damage. Either the dealer is flipping cars, or their service department is incompetent and certifying no accidents when it is not a fact.
  
  This an abuse of trust on the general consumers. Makes me wonder how many other unsuspecting clients have been bilked like this.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are deceptive practices taking place. I took my vehicle in for a 200k mile inspection on Oct 3, only concern was a broken gas gauge. The car has always ran great and I just wanted a health check. I was given a list of 12 items that needed "immediate attention" and led to believe everything needed immediate repair. I agreed to all expect cleaning the headlights. $5800. Advisor, **, said car is ready but there is a hissing sound and next time I come back, they'll look at it. I asked to have it looked now. I was then told it was Pinion Bearing that "needs immediate attention" for $3826 but he said it drives fine and if it was him, he wouldn't repair. I was given text message of items that needed 'immediate attention' and needed repair but in reality, it's not true. 3 weeks later, I had to take car back due to the balance and shaking. I was told it wasn't looked at earlier (although I spent $1293 on diagnostic) but now I had to replace the 5xTPMS sensors and HVAC Mode, $2700. I was given the excuse that this was a fluke of new issues coming up right after a full inspection. Nov 28, the check engine and VSC Trac light came on. they said I had to replace the Charcoal Canister, $1002. Again, I was told this was a fluke in timing. It wasn't noticed the first two visits. Subpar, poor quality of work. My car has not had any issues in the past until I took it for the 200k health check. I have spent over $9400 and zero trust that I won't be back in a few weeks with new issues. Poor customer service. Manager, ******* never called me, I had to call him. He said it was a fluke that more issues came up 3 weeks and 7 weeks after the initial check. He gave me the 'best discount he could' taking off $100 from the current repair. I have spent $9407 and was given a $100 (1.05%) discount. My car was having zero mechanical issues prior to the 200k inspection. I now realize it was a mistake to trust this dealership as the car now has repeated issues.

  Business response

  03/21/2023

  Business Response /* (1000, 5, 2022/12/28) */ customer has the facts confused and is not being truthful in regards to the vehicle in question. all repairs were documented and approved by said customer. no issues were related to previously repaired items at this dealership, and any claim otherwise is false. keep in mind that older vehicles in excess of 200k miles do have issues and can have multiple issues. dealership has no further responsibility in this matter.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been receiving an exuberant amount of sales calls and solicitations from Toyota of Dallas, I asked several times for them to stop calling me but they will not. I feel that I have been harassed and bullied. This has been going on for months. Several different sales reps contacted me via cell phone leaving messages, and I have told them to stop contacting me several times. Even left a google review where the business claimed they would stop but haven't.

  Business response

  03/13/2023

  Business Response /* (1000, 5, 2022/12/09) */ We will take customer out of our system.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/6/22 I purchased a 2018 Toyota Tundra Platinum from Toyota of Dallas, (TOD), for $47366.88. The salesman told me that TOD performed a brake job, new tires and other things to get it ready to sale. He said that the truck passed all of their checklist. I traded in my Toyota truck plus $5000 totaling $14,000. Within 3 weeks we noticed that the brakes were squeaking. I planned on taking it Toyota of Denton to have the brakes checked. Unfortunately, I had a heart attack on 10/7/22, which turned into a triple bypass surgery on 10/10/22. After several weeks of recovery, I was finally able to take the truck in to have the brakes evaluated on 11/8/22. The service man asked me to come back and look at the truck. It was lifted up and we could see the axles, suspension, frame the entire underneath of the truck was cover with rust The cover up front and the backing plates were so corroded that I told them not to make any repairs. The mechanic said that truck would never have been approved to be sold from their dealership. I called TOD to talk to the General Manager, but he didn't answer. I called the Toyota Cooperate office to file a complaint. I attempted to call the GM as well as the Director of the Used Cars without any success or returned calls. When Amy finally called, she referred me to Uzi Reyes. I explained the rust and corrosion and told them that I wanted TOD to buy back the truck and give me my 14K. They refused to do that. I asked to bring the truck back and have their leadership examine the truck for themselves. They refused to do that. Their only solution was to sell me another truck. They didn't have a Platinum. They finally got a 2018 Tundra Limited. They asked me to come and look at it. They finally agreed to paying 41K for the rusted truck. I signed the papers. It is not the truck that I want, but I don't want to loose my 14K. I want TOD to buy back the Limited truck and return my 14K plus the $1879.94 that I've spent on the rusted truck.

  Business response

  02/15/2023

  Business Response /* (1000, 9, 2022/12/20) */ Resolution reached. Customer exchanged initial truck for a truck of the same value. Consumer Response /* (3000, 11, 2022/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid $47366.88 for the platinum on 9/6/22. The truck that I traded for was a limited package. The would only give me credit for $41000.00 for the platinum package on 11/30/22. The truck was covered with rust and corrosion when they sold it to me. I feel they owe me $6366.88 plus the 2 payments, key and maintenance bill that I incurred by them selling me the truck. I do not feel that I should be out $8,246.82. The salesman told me that the truck passed their checklist, so I trusted that the entire truck was in good shape. Why should I loose over $8,000 for trusting the dealership? Business Response /* (4000, 13, 2022/12/27) */ Customers math is incorrect. Customer was given full refund with tax savings and product cancellation. Customer was made whole and traded into another vehicle because he wasn't happy with the original truck. Dealership did the right thing before this original complaint was filed. Now the customer is trying to extort the dealership. Consumer Response /* (4200, 15, 2022/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid $47,366.88 for the Platinum on 9/6/22. They allowed me $41,000 for the truck on 11/30/22. I need them to explain the math to me. Business Response /* (4000, 17, 2022/12/29) */ I will stand by the response above. Dealership has no further responsibility in this matter. Consumer Response /* (4200, 19, 2022/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Show me the math that proves I got my entire $14,000.00 down payment from the extensive rusty and corroded Tundra that y'all sold me without disclosing the rust and corrosion. This is your last comment. "Customers math is incorrect. Customer was given full refund with tax savings and product cancellation." Show me the math or refund me the balance. I spent over $1800 on that truck that I feel you owe me also.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'd like to report bad faith behavior from this dealership. Unfortunately, they got me. I do not and will not recommend this dealership and wished I had read the reviews first. They did not accept prefinance from my credit union. They held me there and pressured me to buy the vehicle. They marked the price up 8k for a 2022 Rav4. I took my car in for its first maintenance after owning for 3 months. They sold me some additive for the oil and said they'd do an inspection and tire rotation. After driving to my destination, smoke car from the hood, the car stopped and would not restart. I called Fernando at the dealership who said I must've hit a puddle. He came out with the shuttle and said the air filter was moist. It was not. He insisted Toyota service did nothing wrong. It is water damage and not covered under warranty. I told him the car was fine before they touched it. I took the shuttle back to the dealership and signed paperwork for a rental car with Enterprise. Fernando called a tow truck for my suv. As a woman who is not a mechanic, I was advised to tow the suv to a trusted mechanic. Upon me telling Fernando he said the rental was on me. Fernando pre determined the cause without a fair and balanced reaction. After returning the rental to the dealership I made the case as to why toyota of dallas should pay for the rental. But for their service I would not need the rental. Fernando talked in circles to come back to them not paying for the rental. He made up his mind just as he determined the problem was water damage. I'm connecting with others who have had recent issues with this establishment. There is an underlying concern with this dealership that must be addressed. This is not an ethical business which is inconsistent with toyota's reputation. I felt bullied in my dealings with them. I'm sure toyota of dallas will respond to this with some cold sarcastic response which further shows their lack of concern for customers.

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/11/30) */ dealership didn't "get" anyone. customer bought a car COMPLETELY VOLUNTARILY! unfortunately the diagnosis was that the vehicle had water damage. the dealership can't create water damage, nor can we attempt to manipulate the diagnosis. this situation is unfortunate, but the dealership didn't cause the water damage and isn't responsible for it.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have my car and refuse to release it to me unless I pay for a rental car fee and a fee to reassemble or fix my car when they shouldn't have. They assurd me they'd pay the rental. I was told they would by Amy G. ( The customer relations lady) I was told by Gary and Russel that the everything was due to a pervious accident. They called the collision center thay fixed it and I called my ins. They were not supposed to do anything but give it to me so the collision center could repair it. They fixed some things and now are charging me. They said because the issues with my car were due to the accident the car rental wasn't going to be paid for anymore. I asked for an itemized supplement for everything. They can't and refuse to tell me why they kept my car for 5 days if I had an appointment and they didn't do anything to it. If I'm being forced to pay I shoul have an explanation. I also don't understand why they fixed anything of it was supposedly due to the accident. They aren't making any sense. Corporate is involved and they have details that can be shared with you regarding all my calls and concerns this entire month. They just forward me to different managers. I'm not getting anywhere. I have cancer and three kids. I need my car. I have been stressed out over this and they're not helping me. I'm not working so I don't have money to just give. I need detailed explanations as to why they're charging me when I shouldn't have to pay and why Corporate isn't helping me. I've had to delay some of my appointments as I do t have a car. This is unacceptable.

  Business response

  01/13/2023

  Business Response /* (1000, 5, 2022/11/28) */ Customer wrecked car. Took car to another body shop to fix it. Then brought it to us to look at. We showed the customer all the issues and then told them to take it back to the original body shop and take it up with them. Once again none of the issues were the responsibility of our store. Dealership has no further responsibility Consumer Response /* (3000, 7, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not my issue. My issue is I'm being charged for a week long rental fee when I was told it would be paid for by toyota. I was told it would be a one day things but they kept my car for 5 days and won't give me an explanation as to why. Yet I'm responsible. I dont understand why they kept my car for 5 days when I had an appointment first thing in the morning and they weren't supposed to fix my car. All they did was tell me it was due to a previous wreck. If so then they should have given me my car back thay day. I am also being charged for work they did on my car. Which contradicts what they say. If the car issues were all due to the accident they shouldn't have done anything and just given it back. I don't understand the charges and I need detailed explanation as does my insurance. I was originally not charged a fee when the gave my my car back stripped. It wasn't until I asked them to put my car back together that they charged me. It makes absolutely no sense at all. Business Response /* (4000, 9, 2022/12/02) */ Dealership has no responsibility to provide a rental car for an issue it didn't cause. I understand this is frustrating as any issue is, but the customer is still responsible Consumer Response /* (4200, 11, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have a responsibility as it was confirmed that yall would pay. If you changed your mind and it's now my responsibility, I need an explanation as to why you kept my car for 5 days when it should have been a one day service that yall dragged out. You fixed things you shouldn't have and you allowed my car to just sit there for days rather than return it to me so I wouldn't have a rental. I had an appointment as itbwas stated to me and my mechanic it was a day that that needed. Explain why you kept my car for 5 days and why you fixed anything on my car if it was according to you all due to a previous accident. I need an itemized supplement as to what you fixed without approval and what you did each day to my car for having kept it that long. I'm certain that the original issues yall should have fixed that are under warranty Stull haven't been fixed. Even though yall have had my car in the shop for over three weeks. It's absolutely disgusting how yall treat your customers and try to take advantage of them. It's absurd that corprate doesn't help either. Yall take the word of a dealership who has a record of lying and giving bad service. (Look online) as opposed to the word of a customer who invested a lot of money purchasing a vehicle from you and a certified collision center. You lied to both me and the collision center telling us different stories and trying to scam us. This is completely unneceptable. It's fraud. I have my insurance involved as well and the are requesting an itemized and detailed supplement. I need details of what was done to my carfor the entire 5 days you had it or you were just wasting my time and money. I have asked for this multiple times yet you can't produce a document. This proves you wasted my time and money and are being negligent.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The store calls at all hours of day and night to try to buy or sell me a vehicle. The last call was at 9:38 pm. They have been notified to cease contact. They are in violation of the nation no call list.

  Business response

  02/27/2023

  Business Response /* (1000, 5, 2022/11/28) */ Customer submitted a lead or inquiry. Customer is not on the Do Not Call list. Customer will be pleased on the DNC list asap. Consumer Response /* (3000, 7, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) For 3 years they have been saying they will add me to the dnc. And I'll get calls the following week Business Response /* (4000, 9, 2022/12/01) */ customer has been deleted from toyota of dallas system. doesn't mean they won't be contacted by others

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my vehicle on August 6, 2022 and still have not received my plates or tags. I have complained and asked numerous times and have just been told everything is fine. We are coming up on 90 days past the purchase. The dealership issued a second set of temporary tags on September 22, 2022 which I have since done some digging on and found out that might not have been legal according to new Texas laws to prevent fake temporary tags. The customer service on this issue has been horrendous. I'm wondering at this point if the sale of this car was even legal since the title has disappeared into thin air.

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/10/27) */ This is a very very very rare occasion. The vehicle was purchased from out of state and the lender from the previous purchase lost the title. A duplicate has been ordered but we are at the mercy of the state in regards to timing. We are working as hard as possible to get this title in hand. We have been told by the state that it will be another 3 weeks. The customer is driving on a legal temp tag and we will remedy as quickly as the state will move. Consumer Response /* (3000, 7, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is completely understandable response. Unfortunately what I cannot understand is why I was not just told this originally and why it took me writing this complaint to get any kind of communication about this issue after multiple calls and showing up in person. What's truly unfortunate is that this seems to be what you consider good business practice. Business Response /* (4000, 9, 2022/10/31) */ Sorry for the inconvenience. We are disappointed as well and working hard to get the title. Unfortunately we are dealing with state governmental issues and sometimes they move slow. Consumer Response /* (4200, 11, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry for the inconvenience is the best I can get? I'd love to hear back from the GM to talk about this issue instead of dragging this out on a public forum. The more I find out about the vehicle history the more interesting it is to me as to why it's taking me getting on BBB and filing this complaint. Sorry for the inconvenience, but I won't be closing this complaint until I have a conversation with the GM as to why I have been treated so horrendously by this dealership. I will not be dismissed on this issue. You have my info, looking forward to hearing from you Mr. ******. Business Response /* (4000, 13, 2022/11/01) */ The customer hasn't been treated horrendously. The customer has been updated. At this time we are waiting and cannot expedite this title any further as the system and the lender are in control. The customer hasn't been wronged, financially hurt, or negatively impacted. When we receive the title from the state of California they will be our first contact. Consumer Response /* (4200, 15, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) So what I'm reading here is conflicting information. Did you file for a lost title or does california STILL have it. My lender has nothing to do with this. They are waiting just like me. I have spoken with them. What I'm getting from this is that you are too immature to call me and explain to me what has truly happened here. Business Response /* (4000, 17, 2022/11/02) */ Customer can email Lisa Seal at Toyota of dallas for the particulars. Hurling condescending remarks at the GM doesn't accomplish anything. This continued back and forth won't speed this process up. We cannot control what the state or previous lender does or how fast they do it.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2020 Toyota Camry Se with 68k miles from Toyota of Dallas on 09/08/2022 for a supposedly website listed $25,677 but after everything was said and done I ended up paying $34,988 even though I didn't order anything extra. I also traded my 2010 Honda Crosstour which was worth $7-10k but I got no actual credit for the trade in because they ended up doing a huge "Market Adjustment" that wiped away any equity I would have had on my trade in. Ive checked with several other dealers and unlike what they would have me believe, no one else in my area charges a "Dealer Prep" fee at all, let alone $4000 in prep fee's. Others on BBB reviews are complaining of the same experience. I would love to get the entire prep fee back or the deal canceled altogether and see them harshly penalized and REGULATED or shut down altogether. I for one am someone who can't afford to be taken advantage of and to carry all that being charged $10,000 over a cars worth and locked into this contract implicates for my life going forward. I have too many characters to explain it here so I have written a more detailed account of my experience in your Reviews section.

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/10/18) */ Customer negotiated and signed paperwork completely voluntarily and of their own free will. If customer had any doubts about the deal or thought the deal wasn't good enough they could have gotten up and left and bought a car at one of over 2000 dealerships in north Texas. At this time this dealership has no further responsibility but we will be happy to work with said customer to help them trade into another vehicle. Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've read their responses to others and its always a trite placating liability disclaimer hiding their hand. They mentioned being happy offer me a trade in... well I actually had a verbal agreement with Paco to trade in the car I just purchased where he would give me the amount of the loan balance and not charge me a "Dealer Prep Fee" and get me a much lower interest rate but when it came time to do the trade in on a car that I wanted they insisted that Paco wasn't around and they wouldn't honor any of the deal points me and Paco had agreed on. Instead they tried to charge me another $4200 in "Dealer Prep Fee's" on top off the new trade in sale. They wanted we to take a $4000 hit on the Trade in that I purchased less than 30 days ago. To all others, Toyota Of Dallas are swindlers and they are unethical. Avoid them at all cost. It is a criminal Enterprize. Business Response /* (4000, 9, 2022/10/20) */ Once again, this review is bogus. We go to great lengths to explain all paperwork to every customer and never force anyone to sign a purchase agreement. There are over 30 sheets of paper that are signed by a customer during the purchase process. If someone says they weren't aware of what they are signing that just isn't true. Our position will stay the same. We operate in a factual world and not one based on opinion and conjecture. Consumer Response /* (4200, 11, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) To all future Toyota Of Dallas Costumers... whatever you do, don't take anyone in there pipeline at their word and don't allow them to rush you. Also, most importantly, there is no regulation anywhere in the chain in their infrastructure so read every word of their contracts and make them explain every aspect of the numbers several times... if someone says to you like they said to me..."oh, the numbers don't look quite like what you orally discussed because we have to do some numbers mumbo jumbo on paper to make it work in the system, but not to worry it will come out to be the same as you orally discussed"...Just walk away from the deal. You're better off just avoiding this dealership altogether, just read BBB and google others experiences at this dealership and save yourself a devastating life altering loss, locked into a car you resent every time you look at it because of the purchase experience. Business Response /* (4000, 13, 2022/10/24) */ as in every transaction, no one is recommended to sign an paperwork they do not understand or agree with(which is common sense). when a customer signs 30 different sheets of paper anyone would assume that they agree with them. we offer explanation and clarification to the "nth" degree. we offer a very high degree of customer service, as our 10,000 positive reviews support Consumer Response /* (4200, 15, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greed and Ruthlessness is an ever present threat! BUYER BEWARE! Business Response /* (4000, 17, 2022/10/28) */ this was a completely voluntary and completely up front transaction. if the consumer at any time felt the pricing or any other part of the transaction wasn't fair, they are ALWAYS free to get up and walk out of the dealership the same way they walked in. Consumer Response /* (4200, 19, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Buyer Beware!

*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. ↩