ComplaintsforRuss Darrow Group, Inc.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently purchased a 2017 Nissan Armada from **** Darrow Chrysler, Dodge, Jeep at the *************** in Milwaukee, WI. When I went to the dealership and saw the vehicle it had an advertised price of $23,956 both on Cars.com and **** Darrows website. After test driving the vehicle we left the dealership and discussed the purchase, my wife returned the following day to put down $1000 to hold the car until Monday or Tuesday while we attempted to finalize financing the purchase personally. At the time she signed the offer sheet there was a $3500 charge for warranty and a $1499 charge for paint protection. She called me, we discussed and decided to have both charges removed. The salesperson, ***********************, said he needed to talk to his manager and afterwards indicated that the charge for the paint protection could not be removed because the protection was applied as soon as the car was taken in on trade. I mentioned that this was not ethical or legal and was told if I wanted the car it needed to be included in the offer. I told my wife to sign the offer sheet, because we were told that they had at least 2 other purchasers who wanted the vehicle. We went on to purchase the vehicle but protested the additional charge up until signing the sales agreement. I'm not disputing that my wife and I signed the paperwork under protest. And when I called to discuss with the manager he said that no one made me purchase the vehicle and he is correct. However under ********* Legislature :Transportation 139.03(3)a) "When the price of a motor vehicle is advertised by a dealer licensee, or a group of dealer licensees are named in a joint advertisement, the advertised price shall include all charges that shall be paid by the purchaser to acquire ownership of the vehicle with the exception of sales tax, title and registration fees. " I have asked that the dealership just honor the price they advertised. The dealer has offered to take the car back and refund, but I'm not interested.

  

  Business response

  05/05/2023

  Thank you for bringing this to our attention. Also thank you for your purchase from **** Darrow. This has been investigated. When issues arise at our dealerships, it is always best to contact the General Manager at the dealership first. In this case the customer never contacted him to resolve the issue. It has been brought to his attention and he will be contacting the customer to address a refund. Thank you again and we hope you enjoy you vehicle. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/20/23 - I brought my '09 Honda Civic XL to **** Darrow for an oil change. The car has only ******* mile and was running quite and smooth, no shaking or ticks before the oil change. I paid for the oil change and went to start my car, the RED OIL light was on??? I went back into the dealer and was like no oil in my car?? I had to restart the car to show the service worker. My car was run after the oil change with no oil for 10 mins or so, they had to pull the car out of the garage, take it to their car wash and park the car all the time no, NO oil in my engine!!! the *** WAS STARTED AT LEAST MIN 5 TIMES and they were driving the car and running for 10 mins. I now have an engine that is wore and runs rougher then before, the rpm has to go higher to go and the life of the engine is gone.......the engine ticks loud, and you can feel the engine running now, it was smooth running before 4/20/23, **** Darrow says the car is fine??? anyone knows if you run a car with no oil you will take the life out of a motor! I would never go back to this dealer or talk to the rudest people in the business and I am screwed with this car and it will not last me as I was planning for my life. I now have to pay and find a new vehicle and YOU could never sell this to anyone in GOOD Faith, and honest!! **** Darrow is NOT an HONEST!! company. I will take any action needed and would never set foot in that area again or **** Darrow dealers in my life, Honda will have to pay me.

  

  Business response

  05/12/2023

  Mr. ******** brought his vehicle in for an oil change. Our oil change technicians did not get the oil refilled. This is an occurrence that does not happen very often. We have no excuse for this mistake. After the service was thought to be completed Mr. ******** vehicle was pulled into the customer parking area. When ***************** got into his car, he noticed an oil light was on. He immediately reported to technicians. We filled his car with the proper amount of oil. ****************** felt uncomfortable with ** not performing a proper inspection. So an appointment was set to have our top Honda Master Certified Technician perform a thorough inspection of the engine. ************** thoroughly inspected the engine, and road-tested the ************************************************************************* great working order for a 2009. We did set another appointment with for ****************** for further inspection. The Master Technician  and the dealership General Manager test drove the vehicle. And the General Manager road tested the vehicle with ****************** personally also. We concluded the vehicle runs great for a 09 Honda Civic.

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer response

  05/12/2023

  My car runs a lot rougher than before running a car with no oil. It has aged my engine and NOW I HAVE TO LIVE WITH CAR THAT WAS RUN WITH NO OIL. How DO I sell a car that has issues now, anyone knows if you run a car for 10 mins with no oil it will wear an engine, how would you like this happen to your car?  I am NOW stuck with a car with the life taken out of the engine, it runs horrible at the stop light shakes!!!! i AM SO UPSET WITH THE DEALER AND THIS PROCESS. i SHOULDN'T HAVE TO PROVE WHAT HAPPEN IT IS EASY TO FIGURE OUT!!! run A CAR WITH no oil!! 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i bought a 2011 ******* sonata used. from them. about two weeks later my engine blew. on this car on this vin, there IS a recall on the engine specifically. i paid **** dollars for this car. they s hould have TOLD me. BEEN UP FRONT ABOUT IT. i have now been without a car at all for over three weeks because ******* has to do specific documentation. i feel like the **** darrow dealer should have given me a loaner or money back on the car. i had just bought this car. you buy a car...you dont expect serious problems two weeks later.

  

  Business response

  03/16/2023

  The customer came in with a check engine light on. A ***************** bulletin said to update the **** This can only be done by a ******* dealer, which we are not. We informed the customer of this and sent her there. We didn't hear from her after that so we assumed it was fixed.  ******* should cover the cost of a rental. And our General Manager spoke to the customer and agreed to provide one in the interim. ******* will fix her car under the recall. 

  Customer response

  03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I 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

  03/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction Date: 2/28/2023 **** Darrow Mazda Dealership S 108th St I took my daughter in to look at a vehicle. She already had pre-approval for a loan with Educator's credit Union. We needed the dealership to give us a purchase order so that we could take it in to Educator's to pick up a check to give to the dealership for the deal. The dealership wanted my daughter to trade her car in which we told them we would not be doing. They also wanted her to allow them to pull her credit to get financing for her through the dealership. We told the sales person we just need the purchase order and we will buy the car through our bank. ********************* the finance/sales manager came out when I asked to speak to him about this and said they will not be taking any check from a bank especially Educators and also said we could not buy the car if we would not allow them to do the financing. That is predatory sales. A dealership is not able to force upon a consumer how they chose to finance a loan. The dealership chose to lose out on a sale for $30,000 with this behavior and it is illegal.

  

  Business response

  03/03/2023

  We do apologize for the bad experience received from this dealership. Our dealerships do like to present all options for our customers in hopes that maybe it could save them on interest and convivence of doing everything right from our dealership. The General Managers at this dealership has spoken with the employee's involved in this transaction, and trained them on correctly presenting options to the customers without making them feel unpleasant. Also the General Manager has reached out to the customers personally to apologize and make the transactions right with them. Thank you for brining this to our attention.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2020 **** Fusion November 9, 2022 at the **** Darrow Mitsubishi of Waukesha. I was told that my car needed to be sent to a **** dealership due to a recall issue and that I would be able to pick my car up with that week. Well a couple of days turned into almost 1 month. I was very patient with the store the entire time. When I went to pick up my car Dec 6 I was not compensated at all nor did I push for anything. Today February 21, 2023 my check engine light has come on. I called **** Darrow Mitsubishi if Waukesha and spoke with ******* in finance department and asked him if he could be so kindly and explain my warranty to me. I told him I had scheduled service at *********** near my home and I just wanted to know if my warranty will cover the check engine light issue. He stated yes you are fully covered and to provide them with the Vehicle contract. Not once did ******* tell me that Only **** Darrow Stores can service my vehicle. I followed *******s instructions and now **** Darrow is not allowing them to fix the car. I was told I had to pay $300 for diagnostic. I called **** Darrow Mitsubishi of Waukesha for help. **** who failed to give me a last name was very dismissive and very rude. Told me that they fixed my car back in Dec out of the kindness of their hearts and they did not have to do that for me. I would like to speak to the office of president regarding this matter. I will speak with my lawyers as well and proceed with legal action.

  

  Business response

  03/09/2023

  **** Darrow Automotive is sorry for the confusion on the warranty process. We appologize for any inconvience this may have caused. The dealership has talked with the customer and will be refunding the customer because she did have a warranty. Thank you. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/21/23 my vehicle was broken into in ********* **. The rear passenger window was smashed & the ignition was damaged. The vehicle was inoperable & required a tow. I was visiting ********* & therefore utilized a towing ******************** provided by the police. The vehicle was towed to **** Darrow of ********* on 1/21/23. ********** bill were placed in drop ************* was left in designated after hours area. On 1/23/23 I called the dealership to confirm the vehicle was accounted for & arrange for estimate & insurance contact. The service staff indicated they had ********** bill & knew where to find the car in the after hours location. By 1/25/23 an estimate was provided, however, my ins agent would not agree to cover the expense & wanted it towed to a collision center. On 1/25/23 I requested **** Darrow Collision of ******** to tow the vehicle to their location & provide an estimate. I was told I would receive a phone call after the vehicle was towed. I never received a phone call. I called on 1/27/23 to confirm the collision center had indeed towed the car. It was confirmed. I was told to call end of day 1/30/23 for updates & estimate. I did, however there was no update or estimate. I was told someone would get back to my by end of day 1/31/23. No one did. I called on 2/1/23 which resulted in no estimate/updates. I indicted this was unacceptable & was told an estimate would be done by end of day. An estimate was completed & sent to my ins. The estimate needed correction because it was incomplete. My vehicle has been sitting w/ no tentative date of completion since then. I have been told the parts were ordered but there is no info on when they may arrive or if they are backordered. I called 2/6/23 for update & received a voicemail indicating no updates. I called 2/15/23 & was told they had no updates but would send an email & let me know. At some point the vehicle keys were lost. The lack of *************************** from both locations is unacceptable.

  

  Business response

  02/21/2023

  The customers vehicle was towed on January 25th. on January 30th the customer was updated, but the estimate was not completed as there were no keys dropped off with the vehicle. We do apologize for not calling on January 31st. This was our mistake. On February 1st, the estimate was completed and emailed to ************************** company at *****am. Estimate was also emailed to the customer at ***** pm. After the original estimate was emailed, it was reviewed by the service manager and determined that there were additional items that needed to be added. The estimate was re-sent to the insurance company at ***** pm. The keys could not be located and both the previous dealerships where the car was dropped off and the towing company claim no keys were provided to them. Per **************** on of the parts ordered is on backorder with no ETA. All parts were ordered on February 1st at **** pm. We are not able to make the car run or drive without a replacement keyset, which is also on back order. The vehicle is equipped with an "immobilizer." The vehicle is also equipped with an aftermarket remote starter. Until we have a Kia ******** and key set we will not know the effects of the aftermarket remote starter. We are unable to give a tentative date of completion due to the backorder of parts from the manufacturer Kia. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the 2016 ***** Malibu at **** Darrow ********** on 11/25/22 for ******. On 11/27/22, the check engine light came on, and I took it to Advanced Auto Parts where they diagnosed the issue as the codes P3055 and P3056. On 11/28/22, I took the car back to **** Darrow as I was still under warranty. They had the car until 12/13/22 in service which they replaced the turbo system, PVC valve, head gaskets, cylinders etc. On 12/13/22 I received the car back. On 12/15/22, the check engine light came on for a second time. On 12/16/22, I took the car back to be serviced for a second time, where they had it until 12/21/22. On 12/23/22 the check engine light came on for the third time. I finally had had enough with the vehicle, and asked to be put into a different vehicle. On 12/27/22, I was allowed to drive a 2020 **** Escape until the following day until financing was established. When I returned on 12/28/22, I had only physically possessed the ***** Malibu for a total of six days since I purchased the vehicle on 11/25/22. The sales manager gave me a trade in valuation on the ****** Malibu for only ******, the balance of which was put on the purchase of the **** Escape. I feel that it was unfair that I had to eat the balance of the loan from the Malibu and which was placed on top of the purchase price of the Escape. My payment increased from 405/mo to 805/mo which resulted in a hardship that should have occurred. I have contacted the Better Business Bureau due to the unfair practices that were conducted. I will no longer be conducting business in the future with *******************************, and will be making people aware of **** Darrow's business practices.

  

  Business response

  02/08/2023

  The vehicle was purchased for $13,994 and not *****. After customer selected products total financing was close to $19,000. The turbo went bad shortly after the vehicle was purchased. No fault of the customers and no fault of dealership. There was no extended warranty purchased so the dealership good willed over $3000 worth of parts and labor to repair the car. The car was back up and running.  The second time the car was brought back in, it was a continuation of when the turbo went bad causing a sensor to go bad. this caused the check engine light to come back on a week later. The dealership also fixed this for free as a good will gesture with zero cost to the customer. Then came the 40 below zero week in which the battery went bad causing the check engine light to come on once more. The customer then wanted to trade the car back in. The customer was offered $13,000 in trade. Which was only $994 less than the purchase price. Both service and sales were very prompt and accommodating to the customer the entire time and went above and beyond every step of the way through the repairs. 

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle at the end of November 2022 and my vehicle is back at the dealership as of January 2023. There is lack of communication about my vehicle and it was false advertisement and negligence because they said that the vehicle passed the inspection test, but my car stopped getting off of the highway due to motor issues gasket issues. There were no leaks, and there was corrosion on the engine that was not told to me. It is also not in the paperwork. The dealership has lacked communication with warranty on the car, and with how long it will take. They told me it would take 3 to 5 days from the day that I brought it in to get it looked at and information sit in for the warranty. It took them almost 2 1/2 to 3 weeks to send that information in as of January 30. They stated thats when they sent in the request in my car has been in there since January 19 I believe or sooner. Then they stated that it was 5 to 7 days for them to review it as I called them today. I asked to speak with another manager to relay the information and to get information and they cannot do so. The manager of the service department has not called me back and lacks communication.

  

  Business response

  02/03/2023

  This case has already been discussed with the ********* DOT, and they are aware of the circumstances. The ******* Accent is in need of a new engine. There is a process that has to be followed governed by the extended warranty company in order to receive coverage from them. A new engine has to be found, and ******* is no longer making this particular engine. This makes finding a replacement that much harder. Once an engine is found, it has to be approved by the warranty company before any work can even start. All steps must be followed in order for there to be minimal to no cost to the customer. 

  Customer response

  02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  When I took my vehicle to the dealership, I was told that I would get a response 3-5 days in which would have given me time to decide if I should return the rental or not. I was told if the warranty was accepted, that the rental would be covered. Regardless of the claim, I do not feel I should be responsible for the cost in any matter due to the businesses lack of quality and performance. I was told by the *** that they were to respond to me within a time frame to inform me about the work and warranty coverage. They did not do a follow up at all since 1/18/2023 when I brought my vehicle in. My problem is that the lack of communication and negligence for this matter is outrageous. The inspection was passed from what they stated but this should not have happened less then 2 month from purchase. There was false information given, barely reviewed and shouldnt have been sold if there was corrosion from the previous owner. The sales person that sold it to me said it was good to go and there were no issues with the vehicle. That could have caused an accident or worse due to the lack of information and job performance to this vehicle. I called the dealership 2/2/2023 for an update, was informed I would have a response same day for an update and there was no update at all. THe service manager proceeded to change his words and say that it was now 5-7 days from the day I brought in my vehicle for an update on the claim and warranty. He did not submit the claim until 1/30/2023 which is past 3-5 or 5-7 days from when I brought it in. I asked other managers for an update and they stated that they cant help at all. 
  Regards,
  
  *******************************

  

  Business response

  02/06/2023

  This complaint is currently be processed. The dealership is working with the warranty company to find a new engine for the vehicle. 

  Customer response

  02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Customer response

  02/12/2023

  I do not agree with this due to false information and negligence towards this. I have had not one update on my vehicle or warranty. Lack of communication shouldnt be an issue when there is barely any service going on. Whenever I walk in there, everyone is sitting on their phones. They tried to really stick to the story that the check list was accurate which as we know now that it wasnt. There was no apology, no communication and just horrible customer service and decency. If it was a male in this situation, they wouldnt hesitate at all and would get everything done but if a women comes along, they dont do anything. 

  Customer response

  02/15/2023

  They did not state this information to me until after the claims I submitted. when I hear about it through every one else that is not **** Darrow. My problem is the lack of customer service that I am getting. The information is not matching up at all and they never reply to me when I ask for an update. I am paying over 800 dollars for this car. I havent had 2 months and it broke down. Now it is going on 3 months and  1 month without it at all. The report was a lie for the inspection. This is false advertising and negligence of the dealership. I am ver much frustrated to keep asking for an update and I dont get it. I do not want to be responsible for the rental cost but I have to work which was supposed to be reviewed under my warranty for coverage. If you dont see the issue then yes what I stated previously is what I feel. I am being neglected. The claim should have been submitted right away when the week after I brought it in but it sat there for 2-3 weeks before anything being to it. They are trying to place another bill on me for the continued negligence against the matter. 

  

  Business response

  02/21/2023

  an update on the arrival of the parts is March 23rd. Russ Darrow Group has done everything in its power, with the approval of the customer warranty company to resolve this situation as quickly as possible. 

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  If I was getting normal updates to my phone like they said this would not be an issue. None of this is answering my main question about this rental car being paid for via warranty, this does not answer my my car broke down less then 2 months off the lot and why the representatives are rude and do horrible business and customer service. **** ********************** is the worst **************** and management is horrible. That location really needs to either shut down or get more training. They are running around the questions as if they cant comprehend or are just neglecting the situation again. 
  
  Regards,
  
  *******************************

  Customer response

  04/11/2023

  The dealership did poorly on their communication. I feel like the intergrity failed. They was negligenece and false advertisement for a quick sale from me being a women. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2015 GMC Sierra ****** with 75k miles on it. After less than 30 days the vehicle was making an increasingly loud knocking noise. Upon taking it to get serviced I was told the lifters were bad and had up to 9k in damages. I believe it was willful negligence of the mechanic and salesman to allow this vehicle to be sold in this condition. Upon calling *******************************, I was dismissed by the manager. He explained if I had the vehicle serviced with him 20% would be covered. However, I would have to pay to have the vehicle taken on a flat bed from *********** where t was already disassembled to have it serviced in ********. I am extremely disappointed as I Im not a mechanic but was told by the repairman the vehicle should have never been sold in the aforementioned state.

  Customer response

  02/02/2023

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

  

  Business response

  02/06/2023

  The vehicle purchased passed our safety inspection, it was definitely running correctly when the customer took possession. If the lifters were bad at the time of purchase, it would have already been making a "loud knocking noise."  Many factors can contribute to lifter failure. Having such a harsh winter as far as frigid weather goes absolutely significantly increases the risk of mechanical vehicle failures. Also fuel quality and driving habits can contribute to failure. At this point it is just a guess to what could have been an aid to this internal engine failure. A used vehicle can spark an issue at any time. And our inspection process is designed to do what we can to detect any issues. One things that we do, is that we strongly urge each and every customer to consider an extended warranty on used vehicles that they purchase. We even have ***** month programs with zero % financing for anyone not wishing to put the warranty on their  vehicle loan or pay it upfront in full. This customer was offered all such options and did decline. The customer did sign a declination of coverage on the finance menu. 

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have utilized premium as recommended in the vehicle. The truck was making a noise but I am not a mechanic and assumed it was something trivial like a ticking of a fan or pulley. I was under the impression a serious mechanical issue would be rectified prior to sale, but it seems not. I hope moving forward your willful negligence doesnt have a detrimental affect on your sales. Im contacting other news services as well. I will promulgate this victimization as much as possible. The contention I somehow caused a lifter to fail after less than one month is asinine.

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

  

  Business response

  02/06/2023

  All we are stating is that anything can happen to a used vehicle at anytime. The insinuation that the customer caused the damage was never made. We are not the manufacturer of the vehicle, and have not involvement of the mechanical failure. The vehicle passed our inspections. If it was making a noise at the time of purchase, it should have been cause for concern then. Not after the purchase and another mechanic that is going to try and sell you service says it bad. We provided the same testing we provide on every used car that is put out for sale. It is unfortunate that this happened, and we understand your frustration, but as stated, we are not the manufacturer of the vehicle, only a selling body, just like if you were to have bought it from a private individual. 

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  All that I am asking is for compensation. I had the vehicle already disassembled at a certified GM dealer. I dont understand why you cant cover 20% of the damages as previously stated on the phone. It wouldnt have been pragmatic at the time to flat bed the vehicle to **** Darrow from ***********.
  [Please type your response here.]
  
  Regards,
  
  ***************************

  

  Business response

  02/07/2023

  Our dealership standard practice is that if a customer is having issues with a vehicle, they call us and we set up an appointment to look at the vehicle. We were not contacted until after the vehicle was already at another repair shop. We were not given the opportunity to diagnose and repair the vehicle. The work we do is done at our cost, and would have been much less than taking to another shop. Agreeing to the other shop tearing down the vehicle was not our decision. 

  Customer response

  02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The vehicle was not movable. I live 60 miles away. That is ridiculous for you to suggest I pay to have a vehicle towed 60 miles.
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Saturday January 28th, 2023 I went to **** Darrow Mazda in Greenfield, ** to buy a Mazda CX-5. The sales person *************************** refused to sell me the car unless I agree to purchase the add on optional package for $1999.99 which I have indicated that I have no interest or use of it. She went and checked with her manager (According to her) and he refused to take it off or sell me the car without it.

  

  Business response

  02/06/2023

  The General Manager of the dealership is reaching out to you to discuss the matter. The products are optional and not required. He will be in touch today. Sorry for the confusion. 

*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. ↩