Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is with landers mclarty nissan of Huntsville *******. I took my car here to the service department for a serpentine belt replacement and the service technician did damage to my car by using the car lift and not placing the jack in the correct lift locations underneath the car I contacted the service department manager about this but he denied that the damage was done by his dealership and technician the bolts under the car were severely bent back and almost broke off I have tried to source the bolts but I have been unable to find them anywhere. This is unacceptable for any dealership to damage a customers car or truck and not take responsibility!

  

  Business response

  11/04/2024

  The customer is welcome to return to the dealership for both parties to inspect the vehicle and determine an amicable resolution.

  Customer response

  11/04/2024

   
  Complaint: 22501332
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer response

  11/04/2024

  This dealership and it's service manager refuse to take responsibility for their technician doing damage to my car by not using the car lift correctly.  The damage done to my car is a result of not placing the **** points in the correct position under the car and I have been told directly by the service department manager **** ******** that he nor the technician are at fault for this?  The service department manager also stated he was refunding me that amount of $274.31  I paid for the repairs to my car now that is being walked back by the service department manager. 

  Customer response

  11/05/2024

  This bolt located under the driver's side floor pan is bent almost all the way back touching the under carriage of the car this was done as a result of the car lift **** points being placed directly under the bolt thus the reason the bolt bent as taking on the entire weight of the car the technician is at fault here as I have been told by several auto shops that have looked at my car. 

  

  Business response

  11/05/2024

  While the dealership understands that this situation is upsetting.We are offering our assistance in resolving this matter. We asked the customer to return to the dealership as it would help us better understand what occurred and discuss the potential solutions. Without physically inspecting the vehicle,we are unable to assess the situation thoroughly and allow us to take any necessary corrective actions. As a gesture of goodwill, we have issued a refund for the service and hope this demonstrates our commitment in resolving this matter with the customer.

  Customer response

  11/06/2024

   
  Complaint: 22501332
  
  I am rejecting this response because: I have not been contacted by anyone from dealership about a refund. I messaged the service advisor ********* **** and she told me to talk to the service department manager **** ******** and I haven't gotten any response as of yet?  I paid half cash and half debit card so to refund me the dealership would need my address to send a refund check in the mail and as I stated nobody has contacted me about any form of refund payment.
  
  Sincerely,
  
  ***** *****

  Customer response

  11/06/2024

  I have been contacted by the service department manager and he has agreed to refund me and I accept that resolution.  Thank you for your help Ms. **********

• Initial Complaint

  09/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Mercedes and been having issues since Been trying to contact them for 3 months and they ignoring me They wont let me speak to supervisor They declined that i paid for services even though i have all the documents from them signed by them Every time i call they put me on hold for 20 minutes then hang up the call I tried to reach mbusa and same thing They tried to reach management and will call you back , nothing happened I have all the documents my bank statements that I'm been charged for services Im not getting

  

  Business response

  10/23/2024

  The dealer has established contact with the customer and confirmed the extended warranties that were purchased on the vehicle. Two of the warranties are not through MBUSA, which was the cause of this miscommunication. The dealer will work with the customer and address his concerns.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1) The date of this transaction stated on 13 August 2024 with the purchas of 2024 Nissan Rouge.2) Purchased at 2021 Nissan Rouge on 29 September 2023 and started having battery drain issues within two weeks and numerous times after. On 9 August 2024, the car would not start and missed work. Called Road Service to have it towed to Landers McLarty. Where they found stored car codes indicating a battery drain. The mechanic could not find the source and stated that Nissan is aware of the issue and does not know when a solution will be provided. The Service Advisor recommended getting rid of the car. ***: the driver seat adjustment started to misfunction. Not sure of what to expect next.3) Tried to trade it in and Nissan salesperson, ***** ******, and general manager, ***** ********, said I owed too much and to surrender it back to Nissan ******************** and the finance company would absorb the loan as a loss and my perfect credit score would not be damaged.4) I purchased the 2024 Nissan Rouge with this understanding.5) On 30 Aug, contacted ***** about taking 2024 Rouge back. He did not respond. (We have not driven since the purchase)6) On contacting the Nissan ******************** to voluntary surrender, the 2021 Rouge representative informed me that I would be responsible for the deficiency balance of the contract estimated to be $17,000. I cannot afford to do this!7) Desired Resolution:Option 1: take back the 2024 Nisan Rouge. Option 2: on Surrender of 2021 Rouge Landers McLarty will be response for any deficiency balance. Provide this in writing.

  

  Business response

  09/13/2024

  The dealer reached out to the customer and confirmed his awareness during the transaction on the negative impact to his credit report if he chose to voluntary surrender the 21' Rogue back to the lienholder. The customer also understands that if any balance is left unpaid it could be reported to his credit history as well. With this understanding, he has been advised to reach out to the credit bureaus to receive confirmation of any terms he chooses in making a voluntary surrender. In regards to the operations of the 21' Rogue,the customer purchased vehicle at 27K miles and had the battery replaced under warranty after 30K miles. The vehicle was recently brought in at 50K miles for a check engine light on service emissions light came on and gone off and had to be jumped off. The codes stored were due to low battery voltage. Dealer tested battery/starter/charging system and all test good. Cleared codes
  and verified everything operating properly at this time. Customer is communicating with the manufacturer to determine if lemon law would apply.

  Customer response

  09/16/2024

  I was not able to contact any credit bureau and talk to a representative, only phone auto selection with no satisfaction. I dont want to close this until I get a positive response from the lemon law or surrender vehicle to Nissan Finance with no deficit balance owed. Nissan Service Manager is to contact me so he can evaluate the 21 Rogue and repair all issues. I have not heard from him. ****** with Nissan Consumer Affairs is working the Lemon Law possible solution. She has contacted the Service Manager. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased Nissan Sentra on 4/6/24 and ********************* added ************* and *************** agreement. On 4/9/24 I called Landers and spoke with ********************* to cancel the ************* and *************** Agreement. I was told by ********************* that it would take 4 weeks for the ************* and *************** agreement to be cancelled. As of 6/27/24 I have not received any notification that the ************* and *************** agreement has been cancelled.I have made several calls to ***********************, alone with the owner *************************, and no one has provided an update on these cancellations.I no longer want to finance by vehicle with Nissan *************************

  

  Business response

  07/03/2024

  The dealer has provided the customer with the documentation for proof of cancellation and consider this case resolved to customer's satisfaction.

   

   

  Customer response

  07/10/2024

   
  Complaint: 21913487
  
  I am rejecting this response because:  According to the info you submitted, I should have received the cancellation letter, but I have not received the cancellation letter. Please send it again and/or a copy to the BBB.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/12/2024

  The dealer has cancelled both warranties.Please see attached confirmations.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2023, the *** 300 2018 went to ******************** ** Huntsville, Al 3 times for brake noise issues. We ended up playing closely to $1,500.00 on repairs to the front and rear brakes on this vehicle. We dealt directly with the service manager on this issue, and he promise to bring the vehicle back if there any issue with the work that was performed on this vehicle. This brakes were repaired back in Oct 2023 and it's March of 2024 when decided to take the vehicle back hoping to eliminate the nose from the brakes. The brake has been making noise the hold time and we were hoping it would go away. After speaking with the service manager the morning of 7th March 2024 around 9ish, he was very rude and disrespectful and hung the phone up on me because I asked for his knowledge on the issue with the brakes and he stated it was a heavy vehicle was one of the issues with the brakes. I would like for them to fixed the nose of the vehicle without the hassle and disrespect.

  

  Business response

  03/07/2024

  Please reference the same customer's complaint # ********. The customer came in October 15th and we replaced the brake pads and rotors. The labor was free of charge due to brake repair being recommended prior and declined as a resolution to the initial complaint. We closed the case and 5 months later customer opens a new complaint. The customer is welcome to return to the dealer

  

  Business response

  03/07/2024

  Date Sent: 3/7/2024 3:43:11 PM
  Please reference the same customer's complaint # ********. The customer came in October 15th and we replaced the brake pads and rotors. The labor was free of charge due to brake repair being recommended prior and declined as a resolution to the initial complaint. We closed the case and 5 months later customer opens a new complaint. The customer is welcome to return to the dealer

  Customer response

  03/07/2024

   
  Complaint: 21398920
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  03/07/2024

  We had the front brakes and rear brakes repair.  *********** manager told us if we had any problems with their repairs to bring the vehicle back.  We had issues with the repairs ever since they repairs both brakes.   The brakes noise got worse and once we had a chance for the vehicle to be repair they chose not to repair the work in which they performed on this vehicle.  From Oct to Mar is 4 months after their repair and they want to clown about their own repairing process.  I think they should provide me all the funds back.  ************ manager was very disrespectful after asking him from his knowledge what was wrong with the vehicle.  It's obvious to me that these people doesn't have a clue what they are doing.  They are giving Mercedes-Benz a bad reputation due to their lack of knowledge and poor customer service.   I would like a total refund for the work I paid for for the front and rear of the vehicle due to poor service by the department.   

  

  Business response

  03/08/2024

  Customer is welcome to return to the dealer for further diagnosis as we have not inspected the vehicle since the repairs in October or welcome to seek another opinion at a repair facility of their choice. 

  Customer response

  03/11/2024

   
  Complaint: 21398920
  
  I am rejecting this response because they are lying again.  See the attachmentsThis is for the previous response by the dealership.   They stated they havent inspected the vehicle since last October.  Now they dont know anything about the vehicle since October.  They inspected the vehicle and wanted to repeat the same repairs they did back in October. The service manager stated that its a 3 year warranty on their work.  Now they want me to pay for the same repair again.  Please provide me my money back for the work which they did and didnt solve the issues.  I paid them for top service and they fail again.  Look at their response and you will see inconsistent from what they were saying.

  I took the vehicle to them back around April 2023 and rejected the break work during a scheduled service.  I took the vehicle back to them in October for them to fix the break nose issues.  They claim it was coming from the front brakes.  I paid them to fix the front brakes.  I kept the rotors they took off the vehicle because I knew for a fact it was nothing wrong with them.  That didnt solve the issues so they said the noise was coming from the rear brakes and the service manager told me he wasnt going to charge me for the labor.  The noise continue and it just wasnt as bad, but the more the vehicle was driven it got worse.  We schedule an appointment to get the issue resolved and they wanted to replace the front again after they inspected it.  On top of that they want me to pay for the same repair and when I question the service manager he got irritated and then disrespectful all because I asked him about his personal knowledge.

  I have no confidence is their work or service at this time.

  Im requesting a full refund for work I paid for and never got fixed.  This will allow me to take it worse as the last response suggested.

  Sincerely,
  
  *********************************

  Customer response

  03/11/2024

  See attachment

  Customer response

  03/11/2024

  See attachment 

  Customer response

  03/11/2024

  See attachment.

  VR

  ***** Heathington 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/23/2023 My 93 year old veteran father was sold a ***** MX5 for ******. The car is valued at ****** or less.He traded in a Buick SUV Envision(21,000) and they gave him ******. He wrote a check for ********. He had no clue what they were doing to him. He is on HOSPICE and they took advantage of him. He could barely walk when he went in there and they knew they were cheating him.

  

  Business response

  03/07/2024

  The customer is invited to return to the dealer to discuss a transaction.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased and paid cash for a **** ****** Tundra pickup on 11/18/2023 that I found out has an open title on it when I went to register the vehicle in *********. I have called the dealer several times and the individual that works on titles told me that it was being handled but has not been communicating with me very well or returning my calls regularly. I am very concerned that I may never get good title for the truck.The VIN is 5tBRT34155s458472 Apparently the title had two owners on it and the dealership only received a signature from one of the owners.I am very frustrated because one of the reasons that I purchased the vehicle from a dealer was to avoid the hassle of something like this.*****

  

  Business response

  01/25/2024

  The dealer is working with the *** and the *********** to determine and correct the issue with the rejection of the title while keeping the customer informed.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint because Huntsville, AL Mercedes Benz Dealership performed unauthorized work on my vehicle.March 9th, 2023. I asked to have my vehicle diagnosed, however this is what happened. Same day. March 9th, 2023 vehicle dropped off, March 28th I received a phone call from service advisor; *****. Attached were the recommendations for my vehicles service. I declined those recommendations and wanted to only have my vehicle coded for why it was not running anymore. Few weeks passed by, no follow *** about my vehicle. I didnt receive any communication notifying me that my carpet and floorboards were being removed. However, they were. I texted my service advisor ***** (text message attached) also called and left a voicemail to follow up, she didnt respond. I had to stop work and come by the dealership to learn the information. My car was left in the back parking lot of the dealership where inventory vehicles were with Saran like tape wrapped around my Sun roof for weeks, unauthorized.My vehicle had water damage, they knew this but I didnt; yet, recommended I purchase a battery to complete the diagnostic. I purchased the battery from them, which does not work due to the electrical problem my vehicle had. Now, theyre giving me a hard time with a refund. Ive sat down with the service manager *************************, he did not help.I personally feel like people have taking advantage of me because I am young walking into the dealership.Please review the attached charges. $1595.95 to mount and balance 4 tires. $14500.27 to replace the body wiring harness. Its worth noting that I am also missing my spare tire that was once there before retrieving my vehicle back. (Photo attached)As of current, I am seeking a refund of $585.55 for the purchased battery under warranty that does not work, also for the company to remove their unauthorized work (tape and residue.) Thank you BBB for helping me resolve this matter. Thanks

  

  Business response

  10/31/2023

  The vehicle was towed in for a no start concern with the sunroof open and water already in the vehicle. Upon the preliminary check out,the battery failed testing and would have to be replaced in order to further diagnose the vehicle as stated on his initial estimate. The wrap was placed on the vehicle in order to prevent more water from entering the vehicle. The customer approved the battery and was provided an estimate for further repairs,which he declined. The customer was not charged for diagnosis only the battery and installation. The customer chose to have the vehicle towed to another facility. The customer is welcome to reach out to his insurance for coverage as warranty will not cover water damage.

  Customer response

  11/01/2023

  Dear, ***********************:
  
  Per my original complaint and the companies response, I did not have enough characters to throughly detail everything. Please allow me to fill in those gaps. 
  
  To begin, water was not visible in my vehicle. 
  
  This was later discovered after removing my vehicles carpet and floorboard that I also was initially charged for. The price was a bit over $11000 for the labor. 
  
  It was said verbally, I did not get a copy.
  
  I then mentioned, I did not authorize this work and requested my vehicle be towed to one of the employees, who then relayed the message to the service manager. 
  
  Those fees would later be removed. 
  
  1st. The company states their reasoning for placing tape on my vehicle was due to the sunroof not being able to close. Agreed, the sunroof was damaged. 
  
  However, what about notifying the customer before placing tape around their car? I only approved to purchase a battery and have my vehicle coded for why it was not running anymore. 
  
  The dealership has a garage. 
  
  This work was done unauthorized and my vehicle was left outside without telling me anything. It did not have to be outside. 
  
  2nd. The company has attached text messages between the service advisor (*****) and I. 
  
  The messages coincide with my original complaint. She did not respond. (After March, 28th. I originally noted that we spoke 03/28/23)
  
  Per the text messages; I followed up on March 31st. No respond. 
  
  April 1st, I left a voicemail. No call back. 
  
  April 5th, I texted and decided to stop by the shop whereas I found out my vehicle had tape around the sunroof and again, my carpet/floorboard was removed. 
  
  As previously stated, no one told me anything, the text messages and voicemail prove this. 
  
  3rd. I will expand the original text message that I attached showing the date and time sent. 
  
  This message was sent after my vehicle was towed from the dealership. I stopped by the dealership again, spoke with ***** about my vehicles condition. Wondering if I could have everything put back together (the floor and carpet removal) at this time, I was even offering  to pay for the service; or simply reduce the price to repair my vehicle being that the dealership initially estimated 40 hours of labor time to complete the job whereas **********, ** Mercedes Benz dealership gave me an estimation of 23 hours for the same job. 
  
  Verbally, ***** asked for me to either come back in or text her after she talks with the technician. (It was the weekend) I work a lot so instead of coming in, a few days later; I texted her. No response. 
  
  Again, I do not have the 938 (original) number or phone anymore. I texted ***** from my current number and phone; a few days after speaking with her. I detailed my full name. 
  
  Few weeks later, I would stop back by to speak with the service manager; *************************. He did not help, cut and dry. Similar to the response Ive now received here. 
  
  Please help me reach a fair resolution, thank you. 

  Customer response

  11/01/2023

   
  Complaint: 20762101
  
  I am rejecting this response because: 
  Per my original complaint and the companies response, I did not have enough characters to throughly detail everything. Please allow me to fill in those gaps. 
  
  To begin, water was not visible in my vehicle. 
  This was later discovered after removing my vehicles carpet and floorboard that I also was initially charged for. The price was a bit over $11000 for the labor. 
  It was said verbally, I did not get a copy. I then mentioned, I did not authorize this work and requested my vehicle be towed to one of the employees, who then relayed the message to the service manager. 
  Those fees would later be removed.  1st. The company states their reasoning for placing tape on my vehicle was due to the sunroof not being able to close. Agreed, the sunroof was damaged. 
  
  However, what about notifying the customer before placing tape around their car? I only approved to purchase a battery and have my vehicle coded for why it was not running anymore. 
  
  The dealership has a garage. This work was done unauthorized and my vehicle was left outside without telling me anything. It did not have to be outside. 
  2nd. The company has attached text messages between the service advisor (*****) and I. The messages coincide with my original complaint. She did not respond. (After March, 28th. I originally noted that we spoke 03/28/23)
  Per the text messages; I followed up on March 31st. No respond. April 1st, I left a voicemail. No call back. 
  April 5th, I texted and decided to stop by the shop whereas I found out my vehicle had tape around the sunroof and again, my carpet/floorboard was removed. 
  Is previously stated, no one told me anything, the text messages and voicemail prove this.  3rd. I will expand the original text message that I attached showing the date and time sent. 
  
  This message was sent after my vehicle was towed from the dealership. I stopped by the dealership again, spoke with ***** about my vehicles condition. Wondering if I could have everything put back together (the floor and carpet removal) at this time, I was even offering  to pay for the service; or simply reduce the price to repair my vehicle being that the dealership initially estimated 40 hours of labor time to complete the job whereas **********, ** Mercedes Benz dealership gave me an estimation of 23 hours for the same job. 
  
  ********, ***** asked for me to either come back in or text her after she talks with the technician. (It was the weekend) I work a lot so instead of coming in, a few days later; I texted her. No response. 
  Again, I do not have the 938 (original) number or phone anymore. I texted ***** from my current number and phone; a few days after speaking with her. I detailed my full name. 
  Few weeks later, I would stop back by to speak with the service manager; *************************. He did not help, cut and dry. Similar to the response Ive now received here. 
  
  Please help me reach a fair resolution, thank you. 
  
  Sincerely,
  
  ***********************

  Customer response

  11/06/2023

  Correction, in regards to my second response. I noted that I was initially charged a bit over ***** for the unauthorized work. (Carpet/floorboard removal + tape around the sunroof) $1,100 + is what was said not $11,000 +. sorry for the typo. 
  
  Additionally, my original phone had pictures of the carpet/floorboard removal. The repair facility who fixed my car took photo copies, if needed I could reach out to them for the photos since my vehicle is repaired now. 
  
  Lastly, the company attached paperwork that shows I paid with cash. Thats not accurate, my payment method was a credit card, I will attach proof. 
  
  Thank you. 
  
  Sincerely, ***********************

  

  Business response

  11/06/2023

  The customer is welcome to return to the dealership for residue removal from the crash tape that was applied to his vehicle.

  Customer response

  11/15/2023

   
  Complaint: 20762101
  
  I am rejecting this response because:
  
   I had to pay out of pocket to have my vehicle reassembled. (Carpet/floorboard put back together) 
  
  Request remains the same. Refund for purchased battery that has zero miles and tape residue removal.
  

   

   

   

   

  Sincerely,
  
  ***********************

  Customer response

  11/20/2023

  Dear ***********************:
  
  Thank you for responding. I have attached the invoice from the company who repaired my vehicle. 
  
  Also, the reason I am seeking a refund for the purchased battery is because it does not work and I have not put 1 mile on it. 
  
  I approved for the battery over the phone because the dealership stated I needed one in order to further diagnose the vehicle. 
  
  When I arrived to pick up my vehicle, I learned the battery was damaged under their care. (From the water corrosion)
  
  Thank you for your assistance! 
  
  
  Sincerely, ***********************

  Customer response

  11/21/2023

  Dear ***********************:
  
  I will not have an invoice for reassembling alone. 
  
  My meaning is, I paid to have the vehicle repaired in that condition. 
  
  Every dealership I contacted stated they would not work behind another mechanic. 
  
  Which is why I went back to Huntsvilles dealership asking if they would reassemble their work. 
  
  After no response I found this repair facility (The Mercedes Doctor) who would work behind another mechanic. 
  

  Thank you, ***********************

  

  Business response

  11/29/2023

  11-29-2023  ******** with Landers called. She said they cannot refund you the money for the bad battery. When you bring the car back to have the tape residue removed, put the bad battery (from Landers) in the car. They will test it and if it shows up bad, they will replace it for you. Afterwards, you could return the new battery back to the second repair company. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have taken our car (Mercedes GLC 300 2018) into the Mercedes Benz dealership service department for regular services. We have requested them about the rear brakes making noise while backing up. They have told us that they couldn't find anything wrong with the breaks. Well, I had a conversation with the salesman who happens to sell the vehicle to me, and he told me that it's a known issue with those vehicles. One of the service reps told me to back the car up and high speed and brake it hard 3 times and that should fix the problem. This brings us up to today for the last regular service on the car warranty, that we requested them to look into the rear brake noise again. Well on this go around we finally get a call close to the end of service day, that the car needs rear brakes and rotors. This doesn't make any sense for these people to be the experts on fixing these cars and we are paying them a lot of money for service warranty, and they weren't able to figure it out until the final visit of the warranty. I am highly fed up with this dealership. This car was having those issue ever since I've brought it and now it took them over 2 and half years to figure it out.

  

  Business response

  10/18/2023

  The dealer has resolved this complaint to customer satisfaction.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning *****, We bought a car during y'all little sale in ****************.. The car we had the bank decided they wanted more money down and we didn't have it so we swapped to a different vehicle. We ended up with a 2019 ****** RAV4. When we got home the driver side headlight was out. So the next week we bring it down for them to look at it. The whole headlight had to be changed. So then the service department was up in arms about doing it even tho our salemens said y'all would fix it. So they order a new headlight I never hear from the service department so I have to call and ask them and then setup an appointment. We drive back down for them to keep it all day and tell us it's the wiring and they can't do it that it will have to go to ******. So weeks later the service department never called or anything get back in touch with the salemans and all the sudden the service department calls with a name of someone to call at ******. We tell them we need a rental or loaner because at this point the Rav4 is one of our main cars. The appointment was setup at ****** but we had to cancel it because once again your service department fell through and never called us back on a rental or loaner. The headlight isn't fixed and we got pulled over this past Saturday. It takes out whole day to drive down from middle *********. We have wasted three days down there for the run around and a service department that don't know customer service. We want to bring the car back at this point. And from my understanding lemon law gives us that right. I'm also reporting this to the state and BBB. We've gave y'all enough chances to fix what was wrong and nothing but the run around.Thank you, *********************

  

  Business response

  09/20/2023

  The dealer has spoken to **************** and his concerns are being addressed.

*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. ↩