ComplaintsforGrubbs Acura

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a new car Sept 18th, 2024. When signing the paperwork, non of the financial info was presented to me except my monthly payment. When I got the paperwork I noticed a much higher price. I emailed and called to ask why I was being charged $11,474 more. It took 3 days for me to talk to someone and I'm still waiting for a call back. Unethical business practices and swindlers. How is it legal to charge someone when the person doesn't even know they are being charged

  

  Business response

  09/23/2024

  We are in touch and have explained cancellation policies. 

  Customer response

  09/24/2024

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership was a nightmare to deal with from the beginning. Their used car sales manager treated us poorly and made offers and then backed out and the salesman treated me like a criminal for expressing how I felt about it. The main issues though is that the dealer sold us a vehicle as a "Precision Certified Vehicle" which includes a list of benefits and warranties, which also cost an additional $2500 on top of the price of the vehicle. After we gave the dealership over $65,000 for this vehicle, we found a list of issues on our drive home. Here is a brief summary:-GPS not functioning -Compass working -Clock not working -Seat cooler not working -A/C blower erratic fan speeds -All of the previous owners personal information saved to the vehicle and accessible. All of these issues were items that were supposed to have been checked and verified as part of the certification inspection. I was forced to take it into my local dealer, because Grubbs is 3 hours away from where we live, to get these items addressed. The unresolved issue though, is the tires on the vehicle. Part of the certification specifically states that the tread depth must be a certain amount across the whole tread of the tires. I have proof that was not the case. The tread depth is well below the required amount outside of the center so the tires did not meet the requirement for the certification. The dealer is claiming that their photo showing it was at spec, which is only in the center, is enough proof and that they do not owe to replace the tires, which is ridiculous. I have already gone as far up the chain as I can and spoke to their Customer Relations Manager, ******* *******, who told me they are not willing to do anything to help resolve the situation.

  

  Business response

  09/05/2024

  We have submitted pictures of the tires during inspection. The tread depth is CPO standard. The tires do not need to be replaced. 

  Customer response

  09/05/2024

  Complaint: 22188188
  
  I am rejecting this response because:

  The tread depths were only compliant in the middle of the tire. The certification states that it must meet the requirement of "5/32 across tread width" which none of them did. They were unevenly worn and did not meet the standard. There is no way that the tires were worn, and at different amounts also, varying from 12% to 20% on the worst one, below the required depth in only 1300 miles. That amount of wear takes much longer. I have consulted with the general managers at 2 different Discount Tire locations, as well as the experts at my local Acura dealer. None of them believe that is possible.

  Your photos showing the tread depth in the middle of the tire only does not prove that they met the requirement, or that your technician did their due diligence to make sure they did. Especially considering the list of additional issues the vehicle had, which are documented with my local dealer, that were supposed to have been inspected and verified as part of the certification that your tech failed to do.

  All I am asking is that you hold up your end of the deal and do what is right to make the vehicle compliant with the certification that you sold and we paid extra for.

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

  

  Business response

  09/12/2024

  We have already explained that the tires passed *** inspection. We have sent all documentation and pictures as well. We consider this matter closed. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 11, 2024, my wife ***** ****** brought in our 2004 Acura MDX to be serviced at GRUBBS Acura located in ************, with one of the significant repairs being for the rear AC system, which was not blowing air. The cost for this repair was over $1,200. Unfortunately, the repair was ineffective, as the rear AC ceased functioning again on August 6, 2024. Thereafter, I promptly notified GRUBBS Acura of the issue via text and scheduled an appointment to bring the vehicle back on August 19, 2024. Upon returning the vehicle, GRUBBS Acura informed me that additional diagnostic costs of over $400 were necessary which I refused to pay. Furthermore, after keeping my vehicle for several days, they requested my approval and an additional payment of over $1,600 for further repairs to replace another part related to the rear AC issue. After several communication attempts, my wife and I met with Service Manager **** ******** on August 22, 2024. Mr. ******** informed us that Grubbs would not honor a warranty claim under initial repairs and that I would need to pay additional fees to have the rear AC repaired. His rationale was that the current issue stemmed from a different part not originally assessed or considered during the initial repair. This explanation is deeply troubling, as it suggests a significant oversight in the original repair and raises questions about the quality and reliability of the service provided along with their commitment to good customer service. Consequently, I strongly believe that their refusal to honor the warranty and their imposition of additional charges for repairs directly related to the initial issue appears to be a violation of consumer protection standards. And their actions have caused an unnecessary financial burden and significant inconvenience. It is vital that businesses adhere to warranty agreements and that consumers are protected from unfair and deceptive practices. Thank you for your attention!

  

  Business response

  09/02/2024

  The issue that was fixed is completely different from the current issue. The warranty applies to the issue that was fixed. 

  Customer response

  09/07/2024

  Complaint: 22186703
  
  I am rejecting this response because the original issue we paid to repairthe rear AC not blowing airwas not properly resolved. The initial repair failed within 30 days, clearly indicating that the problem was not adequately addressed. The current response from Acura - Grubbs, further demonstrates a lack of technical competence and service quality. Despite having my vehicle under your control for approximately two weeks, a thorough and effective repair was not conducted. I expect this matter to be resolved properly without further delay.
  
  Regards,
  
  **** ******* ******-******

  

  Business response

  10/07/2024

  The first part that was replaced was the reason the ** stopped working, we replaced it and the ** continued to work until a different part went out. The second issue was a completely different part. There is no warranty.  

  Customer response

  10/19/2024

  Complaint: 22186703
  
  I am rejecting this response because: it seems Grubbs Acura is not interested in assuming any responsibility for an incomplete service and a warranty claim. As pointed, the rear AC not working was the issue that prompted me to bring my vehicle to Grubbs Acura, and after their service, the rear AC still did not function as intended since it ceased. I notified Grubbs Acura within 30 days of this issue, which indicates a direct connection between the repair performed and the continued malfunction of the rear AC system. While they are claiming that a different part is responsible, the fact remains that the rear AC did not function properly after the first repair. Therefore, I believe this is an issue of defective repair or incomplete diagnosis of all parts involved during the original service, for which I should not be held financially responsible. Consequently, Am I being completely unreasonable by requesting a proper resolution on this matter? 

  Regards,
  
  **** ******* ******-******

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2020 RDX in January (my 8th Acura!), and paid a premium for one that was a ***. The Grubbs team had two weeks to get any inspections, etc. completed before I picked up the vehicle on February 1st. Six months later, I take it to an Acura dealer for my first service (covered under ***) only to find out Grubbs forgot to register it as a ***. Multiple phone calls occurred over the next several days with ****** and ******, who also engaged ***** and ****, to try and get to the bottom of it. The first story was the *** inspection was completed but never entered into the system. The second story was an error in the paperwork by the ******************* The latest story is the fuel pump recall disallows updating the status to ***. I have also escalated and left email and voicemail messages for *********************** (GM) and zero response has been received. Crickets....So, I bought a *** Acura from Grubbs, paid a premium for it, only to find out that the *** status is canceled because of a clerical error at purchase. Meanwhile, the service that I purchased as part of *** is coming out of pocket AND my warranty is also suspended . In looking at online reviews, it appears that these *** errors occur frequently, where a premium is charged for a *** yet no benefits are extended in return. To some, it may appear that this practice is well beyond coincidence. Am looking to have my *** restored OR full payment of my *** premium refunded immediately.

  Customer response

  08/02/2024

  Better Business Bureau:
  
   

  I sent over a complaint against Grubbs Acura yesterday.  As luck would have it, they finally reached out to me today and are resolving my issue.  Please disregard my complaint and **** it as resolved. 

   

  Thanks, *********************

  
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Dec 2023 we purchased a new 2024 Acura RDX from Grubbs Acura Grapevine.. In Jan some caution lights came on while driving. The earliest appointment available at Grubbs to have the car serviced, Feb 1. A technician didn't looked at the car until Feb 5. We were informed the millimeter radar wave sensor appears to have been tampered with so the repairs will not be covered under the new car warranty or the extended warranty we purchased. He then gave us a $1577 invoice for the repairs. When asked if the caution lights would come on immediately after being tampered with he said yes. I then ask him to explain why they came on while driving he changed his explanation to a possible computer logic delay. It is virtually impossible for that sensor to have been tampered with when the car was away from Grubbs. When we had possession it was parked in a locked garage, driven on very few errands, with most of the ***** miles driving to and from ********. The chances this damage occurred at Grubbs is much more probable.The car sat in the showroom and could have been tampered with at that time.We took the car to Grubbs to have the front license plate installed which is close to the sensor.The car was washed once at this point in time and that was at Grubbs. After getting no where with the technician for relief from the $1577 invoice we began a series of calls to various people at Grubbs. No one was ever available and we did not receive one call back after leaving countless voicemails. We ended up picking up the car without the repairs. The car was returned dirty to us and the reason given was they did not want to take the chance on further damaging it in the carwash. After days of no returned calls the service manager called to offer an insincere apology and mentioned that they could have offered us a 20% discount. Grubbs should cover the entire expense but the cost of the sensor via internet search $300 + $150 labor = $450 ****

  

  Business response

  03/01/2024

  The customer drove her vehicle on to the service drive with the emblem missing and the service light on on the dash. After inspection she took her vehicle home and called later saying she discovered the emblem in her glove compartment. We have discounted the service to fix the emblem even though Grubbs clearly had nothing to do with an accident/attempted theft of the emblem. 

  Customer response

  03/06/2024

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on May 14, 2023 for my son, ***********************. I used my bank card for the mandatory extended warranty of $1795.00 plus tax and the taxes. So total I paid out of pocket $2,452.00 to Grubbs Acura; the rest $12,000 was a cashier's check from ************ of Texas (the price of the car). I was told that that I had to purchase the 3 month extended warranty on all used cars sold by Grubbs and that they will fix the car in those three months just bring the car back. Well we did bring the car to Grubbs within 2 weeks and they did not fix the car. It sat outside all day and they said when the check engine light comes on to take a picture and send it to them. Well we did and nothing happened. No one contacted us so I used the extended warranty that I purchased with ************ of Texas (I used the extended warranty I financed through my bank to get the car fixed at a GMC dealership). I was also supposed to receive the paperwork for the purchase of the car and I did not ( I still do not have any paperwork for the purchase of the car from the dealership). I inquired and my son inquired we were told two different stories about as to why we cannot receive documentation of proof of purchase. I am disputing and want a refund of my extended warranty that we were told was nonnegotiable. I also want my license plates and inspection sticker. ********************** has not tried to resolve my concerns. I have reached out to them numerous times, telephone, email, and chat from their website and no one has reached out. I need a full refund of the extended warranty plus tax and my license plates before my son returns to school. His paper tags have been out for over a month.

  

  Business response

  09/13/2023

  There was not an extended warranty purchased. All vehicles have a 90-day power train warranty. All paperwork will be emailed to her from the finance department. Thanks. 

  Customer response

  09/21/2023

  Complaint: 20496798
  
  I am rejecting this response because: They never fixed my vehicle as requested. They inflated the price of the vehchle from $12,000 to $13,294.87 for the price of the 90 day warranty (deceptive practices). they sent a one page unexplained email without a subject matter and explanation.  I didn't even know they responded until BBB sent a message. I still want the refund of the $1795 because I had to take the vehicle I purchased from them to another compnay to get fixed because of their mechanics.

  I also reject this message because we still do not have the license plates and tags from the ************** and the paper tags have been expired for over 2 months and no one from the company has reached out to me or my son. We have called and no one seems to know where the inspection sticker and license plates are located. We need a refund for the 90 day warranty and license plates and inspection sticker.

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

  

  Business response

  09/25/2023

  Plates and registration have been ready since June. A text was sent out informing the customer that they can pick them up at the dealership or have them mailed to their home address. We will send out another text. Thanks

  Customer response

  09/25/2023

  Complaint: 20496798
  
  I am rejecting this response because: we never received a text message to ************ and/or to ************ stating that the plates were ready for pickup. We called and like stated before they were not able to find the license plates. This is very time consuming and exhausting. Please mail plates and tags to ******************************* Apt. 801, *******, ** *****; they need to be expedited immediately.

  Also, I had to take the car to a GMC dealership because the Acura mechanics stated to my son, *********************** that they did not work on Buick's and could not find the problem. So, therefore the 90 day warranty that inflated the price of the car from $12,000 to $13,*** needs to be refunded. 

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

  

  Business response

  10/10/2023

  Text messages went to numbers ending in **** and ****. This is an address that is not on the paperwork so we will need to verify some customer information. You will have a voicemail from ******* please call her back to verify. 

  Customer response

  10/10/2023

  Complaint: 20496798
  
  I am rejecting this response because:
  My son is a college student and this is his address away from home; this was explained during transactions in May. However, the telephone numbers you described earlier is not what I provided to your company in any files and or to the BBB in my complaint. I have called and left a voicemail with ******* explaining everything. I believe that Grubbs needs to do better with record keeping and communicating with customers no matter the amount they spend. This is a small portion that I spent with this company; but if you look at your records you would see that I am an Acura owner as well and quality customer service prevails and I have not received this from Grubbs at all! I need a refund for my time and frustration as well as my original complaint.

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

  

  Business response

  10/13/2023

  The plates have been sent to the ******* address after proof that the customer requested the change.  An extended warranty was not purchased with this vehicle. 

  Customer response

  10/18/2023

  Complaint: 20496798
  
  I am rejecting this response because: My original complaint has not been answered about the monetary difference of the price of the vehicle and the fact that your dealership never fixed the vehicle within 90 days as I purchased an extended warranty on the used car, sold by the sales representative. I was inconvienece too many times as far as having to cotact various GMC dealershiips after the Acura delearship faled to fixed the vehicle within 2 weeks of purchase because the check engine light came on. I was also mentally and physically exhausted due to the fact that the dealership didn't even have the proper contact information that I provided on the application that I filled out; which caused my son to not receive his license plates and inspection sticker until 5 months after the purchase of the vehicle and driving 3 months with expired paper tags due to not my fault but the dealeships fault. The dealership could have cost me  and my son legal problems with the various municipalities, he could have been injured by the police, and/or lost his life by them due to severely outdated paper tags. Therefore, these errors need to be corrected before I will agree to anything.
  
  Regards,
  
  *****************************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 07/26/2023 Amount of Money ***** The busniess committed to provide : a safe reliable car that had no problems or issues Nature of dispute: The dealership didnt disclose major defects with the car until after purchase when they claimed everything was perfectly fine with vehicle Defects included Oil pump is covered in fluid Leaks in valve cover Oil pan gasket leak Leaks in CV/ axle Torn Tie Rod end Boot & leaking grease Business has not tried to resolved or fix the issue with the cars defects of several leakages or provided a exact dollar amount refund, car trade in exchange or repair of leakages Stock # A0230477 Deal # *******

  

  Business response

  09/25/2023

  ******* purchased an as is vehicle with ******* miles on it. We will not be helping with any repairs on the vehicle. We are currently in the process of helping him trade into a newer vehicle with less miles. ********************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am attaching a copy of an email I sent to the ** of Grubbs Acura. It contains the details of the issue. I have called and sent multiple emails since April 28th with no response.Hi *****!My name is ***********************. On April 15, 2023, we bought a **** Ranger (4-wheel drive) from your dealership. Fast forward to April 28, 2023, we put the truck in 4-wheel drive for the first time and it did not work. I immediately contact ******* and she asked us to bring it in to your shop. She also indicated that she would be touching base with you regarding our issue.On May 1, 2023, we bring the truck to your service center. Your shop diagnosed the truck with a broken axle. They inform us that **** must fix the truck and that we needed to find a **** Dealership willing to do so. We NEVER would have purchased a truck with a broken axle. Even though it was a ****, your service department diagnosed the problem. So, I know that if the ***************************************** even completed properly, the broken axle should have/could have/would have been identified and fixed.Bottom line - if the 54 point inspection had been performed/performed correctly, I do not think I would be in this predicament. I know that I paid for that inspection....I believe it was around $2500 (the extra fee on the price of the truck). I fully believe that the correct and ethical thing to do would be to refund me the $2500. By doing this, it makes us square. Then, I can fix this broken truck without being angry that I was sold a broken truck. We also did purchase the extended warranty. However, none of this is covered under that because it was broken before the warranty was purchases. Thank you for taking the time to read this email. Please let me know if you have any additional questions or need any other details. I do have emails and such that I can forward you that shows my correspondence with ******* if needed. I look forward to hearing from you. Have a good evening!

  

  Business response

  08/07/2023

  We don't have a customer with this name. We have a customer who could be related to the person with the complaint. If the customer can provide me with the *** and the receipt from when the repairs were completed, I can review everything.

  Customer response

  08/21/2023

  Complaint: 20280452
  
  I am rejecting this response because:  They deliberately sold us a broken truck.  A broken axle is not something that is overlooked.  In order for this to be made right, I would like the $2500 returned that I paid for the 52 point inspection that was "supposedly" performed on the truck before it was sold.  My son, ***********************, whom the truck was for has not been able to use the truck for its intended use because the 4-wheel drive is inoperable due to the broken axle.  I have reached out time and time again.  It appears they are deliberately stalling.  Now, their excuse is "they don't have a customer by this name...".  You have plenty of emails from me and should definitely recognize the name.  The loan is under ***************************** and ************************  The communication has been with ************************ 

  Here we are 4 months later and the truck still has NOT been fixed because the axle are on backorder indefinitely.  

  Bottom line - we would not have purchased this truck if they had disclosed that the axle was broken.  We would like the $2500 returned.

   

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

  

  Business response

  10/03/2023

  The truck did not have a broken axle when it was sold. Thank you. 

  Customer response

  10/03/2023

  Complaint: 20280452
  
  I am rejecting this response because:  It ABSOLUTELY DID have a broken axle when the truck was sold.  It was bent to the point that the 4-wheel drive could not engage.  ******* very own Maintenance Manager said so when he diagnosed the truck. We had no idea that the 4-wheel drive would not work due to this axle issue because we were assured the 4-wheel drive did work.  It was not tested on the highway because the highway is not a place to put a truck in 4-wheel drive.  I AM HIRING A LAWYER.  We can MEDIATE over this issue.  (Yes!  I read the contract!).  Grubbs ripped me off!  Shame on you for not having better customer service.  
  
  Regards,
  
  ***********************

  

  Business response

  10/09/2023

  According to **** the truck has been fixed under warranty and there was no charge.  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/11/2023 I purchased a Acura MDX 2020. I was advised it was certified vehicle. The vehicle have cracks in the window which has spreaded with the heat. I only was provided one working key. The 2nd key is not a match to my vehicle. I have not received my Tags for registration of my vehicle. I only authorized two bank searches on my credit. The sales rep ran my credit against every back they have. I want my 2nd key, tags, windshield replacement.

  

  Business response

  07/20/2023

  This customer's car is currently being fixed in our service department. The part was backordered. Thank you!

  Customer response

  07/20/2023

  Complaint: 20214733
  
  I am rejecting this response because: My vehicle is not being serviced at this dealership. I paid for my sales tax over 30 days ago and yet to receive my tags nor my 2nd key for the vehicle. 
  
  Regards,
  
  *******************

  

  Business response

  07/27/2023

  Plates have been ordered. New key is being purchased at local Acura and will be reimbursed. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from there on January 16th with my husband. On February 17th I'm sitting at work I get an alert that someone has ran my credit and there is a hard inquiry added to my credit from this. So I check to see what's going on because I haven't gave anyone permission to run my credit for anything, I look and it's says Grubbs Acura. I'm in *********** ** that place is in ***** and I haven't spoken to anyone there to give my permission to run my credit so I called and kept getting transferred and no answer. I called for like a week straight before I finally got to speak with someone about this I was told ******************* which I only spoke with once and the explanation he gave me as to why he ran my credit without my permission didn't make sense and he haven't and still won't return my phone calls til this day. I called last week and spoke with another gentleman he tired to explain why **** ran my credit which he stated himself he doesn't understand why neither. I told him once the bank approved the loan and I drove off that lot Grubbs has nothing else to do with that car so why is my credit being ran a month later without my permission, I told him I needed them to get this hard inquiry off my credit report he said they would but it's still on my credit report. I will not stop until it's off and I know for sure there is not someone riding around in a car that's in my name that I didn't sign for because at this point I feel like he's scheming with my credit. No Managers or anyone is taking the time out to help me solve this issue which is very frustrating and the whole situation is very sketchy. Why is my credit being ran without my permission a month after I purchased my vehicle. I'm still waiting on an answer, my credit is not something I play about I worked hard to keep a good credit score and I will not let anybody play with it.

  

  Business response

  03/28/2023

  ************* cosigned for her husband for a vehicle and the bank needed a copy of her credit report. ******************* will reach out. 

  Customer response

  03/29/2023

  Complaint: 19625200
  
  I am rejecting this response because:I co-signed for a car for my husband on January 16th and we walked away with the car which means Grubbs had no more dealings with that car it now belonged to us and Texas Trust who financed the car. On February 17th ******************* ran my credit again and I did not give him or anyone permission to run my credit on the 17th of February I was in *********** ** I wasnt even in ***** nor had I spoken to **** since January 16th thats when we purchased the car. ******************* lied and said that the bank from my husbands previous car had requested my info which dont make sense because my name was not on anything or on my husbands previous car, plus if it was the bank who ran my credit it would clearly have the bank name on my credit report but it doesnt it says Grubbs Acura. I reached out to the bank and they have no knowledge of speaking with **** and asking him for my information and stated they never needed any of my info. Which still have me wondering why ******************* ran my credit on February 17th without my permission. I just want this hard inquiry off my credit report and if there is a car out there in my name that i didnt sign for off the street.
  
  Regards,
  
  *****************************

  

  Business response

  04/05/2023

  The bank requested a credit bureau report, that is why your credit was run. When you filled out a credit application for the vehicle you gave us permission to run your credit. 

  Customer response

  04/05/2023

  Complaint: 19625200
  
  I am rejecting this response because: I gave him permission to run my credit on January 16th for a new car for my husband not a month later on February 17th when me nor my husband was present. **** told my husband and myself that the bank that had financed my husbands first car ( not the one I co-signed for) requested my info which doesnt make sense because my name wasnt on that car and that car had been wrecked a month prior the insurance paid it off so why would the bank run my credit for a car thats wrecked and was paid off already that doesnt make any sense. The text messages between my husband and **** shows **** saying the bank that  financed the wrecked car that wasnt in my name or had anything to do with me is the one who requested a copy of my info, which again WHY if the car was wrecked and paid off already and not in my name. That was the excuse he told my husband once I founded out my credit had been ran on Feb 17th and it wasnt until I had my husband to ask him why was my credit ran and wasnt told anything. He shouldve called and asked me before he ran my credit without my permission, I need this inquiry off my credit report, you cant just tell me anything and think Im going to believe it seems to **** was up to no good because again if it was the bank that ran my credit it would say the bank name on the credit report and it doesnt it say Grubbs Acura. Also **** will still not return any of my calls I only spoken to him once and he lied the whole conversation. 

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

*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. ↩