Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my pool redone pool plaster equipment in 2017 when I moved to this area then I noticed my pool and spa was losing water pressure. I had to call bulls-eye Pro to see what it was. They told me it was in the light conduit I had to pay out-of-pocket to get this repaired when I contacted *******, Pool and plaster. I told him that even the plaster is starting to come apart and now the light in the spa no longer works, I asked him to look into it for me so that we can come to a resolution and they have been putting me on the back burner since April 2024. I spoke with the representative name ** who kept telling me next week he would get back to me and next week kept happening And nothing showed up now Im fed up with this company. I spent over $20,000. . I want this resolved. I want my light replaced where it dysfunctional again and I would like my plaster redone as it should not be peeling Ive only lived here since 2017

  

  Business response

  07/18/2024

  Customer has been given a discounted price to redo her pool.  The problem with the pool was chemical in balancing and neglect, this caused the interior finish to break down in a much quicker rate then normal ageing when pool is being taken care of.  Customers lights have been out of warranty for over four years so if they want a price for that we will provide one.  Bottom line is that this pool was never taken care of either professionally or by homeowner, this isn't the contractors fault.  We always provide start up and chemical balancing information to all customers and stress the importance of maintaining the pool water balancing.  We are waiting for customers response if they'd like to proceed with discounted pool replaster.        

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our job was what I thought should be a simple replaster in May 2023, a new light and install hand rails. I noticed right away that the pool was losing too much water. I called the company to come out and they said they found a leak around the light that they had replaced. Supposedly they fixed it. Then a couple of months later they came out because the brand new hand rail that they installed had cracked. They did replace that. Then I called them out two more times due to still losing too much water. The last time being in February of 2024. This is all in less than 9 months. They sent divers out each time but I never heard back from AJ as to where the problem was or if it had been fixed. This week I reached out again because ** still concerned about a leak. I texted ** and emailed ****** at the office with pictures and video and four days later, still no reply from either one of them. All I want them to do is make this right. A very similar situation happened with my brother with his pool remodel from this company and at first they told my brother it wasnt their fault and wanted to charge him $2500 to fix the problem but my brother who is ***** was able to open up the concrete and show them the issue and proof that it was Burketts responsibility so eventually Burketts made it right and didnt charge my brother. You can see in the pictures below that they broke the pipe in my pool during the replaster process and tried to fix it (you can see all the glue if you zoom in and then they never could fit an outlet cover back in that pipe because the new pipe was bigger than the original). They obviously didnt fix it. Im still losing water and the water bubbles where they tried to fix the pipe. I just want them to fix my problem and make it right. Buyer Beware! This big company is quick to take my dollar for the remodel but not so quick to fix their problem. I shouldnt have to pay someone else to fix their mistake.

  

  Business response

  06/07/2024

  We have sent divers out to find leak with no success.  We've ordered an outside leak detection company to come out and find leak.  Once they go out and find problem repair will be made.  We will make this right if it's something we caused once leak detection goes out to find leak.  Office has been in touch with customer and we look forward to resolving this issue with customer.

   

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

  Construction Manager 

  ********* Pool Plastering

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hired Burketts in July 23. our project began in Aug23. originally hired because our pool wasnt holding ********** were having to add water more than you should. also had a pretty good size crack that was developing overtime. The salesman came to give a quote. Assuming it was the crack that was causing the leak we paid for crack repair, new ***************** After time we started to notice that the water was lowering. we called Burketts &explained this to them. They had a diver come out and test the pool to find the leak. The diver told us that the leak was coming from the returns. So the diver capped off all of the returns, and detached the sweep and capped that off as well. Told us to wait for Burketts to contact us to have a professional leak detection company come out to pinpoint exactly what return was leaking. That took an entire week to hear from anyone. We had to reach out multiple times to get an answer. Then we were sent a DocuSign agreement to sign saying that professional leak detection needed to be done. That if its found to be a pre existing pool issue that Burketts is not responsible for paying that it would then be our fault and we would need to pay. ANOTHER week passes with no communication and we had to reach out again to see what the update was, they said it would be another 4-5 days before ************************** came out. So they finally come & pin point one of the returns as the problem. And let me also add, the whole time we have been waiting, while all of the returns are capped off, the pool is STILL losing water. So if the return is leaking, and it is capped off to prevent further leaking, why is the pool STILL not holding water? So another almost week passes and we had to reach out AGAIN with no communication. The lady told me that they would be in touch that day, that they were working on a bid. So about an hour later I got another DocuSign for $1945. Saying the leak was determined to be a pre existing problem, that the $1945 was for the repair of the leak. Nobody called to explain anything to us, just a bill for almost $2k with no call. When ************************** was here I specifically asked him in his experience is this a problem that was caused by remodel or if it was a pre existing problem. He told me that they wouldnt know until it was dug out and inspected further. But then when I talked to Burketts it was instantly our ************** knew exactly where the leak was coming from. So I emailed the customer service rep ***** Expressing my frustrations about the situation & asked her to put me in touch with whoever a boss was, someone high up because no one else was willing to help me. So I received an email from a Construction Manager ***********************. Not a phone call. But an email, not apologizing for the way this has been handled but basically Im sorry you feel this way about this situation. he told me that I need to remember that all they did was remodel our pool. That they didnt build my pool so the leak was not their problem. he just kept repeating himself in the email that I need to remember they didnt build my pool. He also stated in the email that he took off $500 off the repair price which how am I supposed to know. It just had a flat rate of how much the repairs cost. he says he wishes he could give me a better answer but that I need to remember they didnt build my poolWHY werent the correct leak detection measures taken back in before the remodel started? Why did the salesman assume that the pool was leaking from the crack? What if it WASNT the crack that was leaking all along and I just spent $20k for something we may have not really needed? also at the end of the remodel why wasnt everything tested to make sure that everything was good & the pool was holding water?! Im just expected to sign this work order and pay ANOTHER $2k?Im not sure why Im unable to talk to anyone higher above this ***********************. Is he the big boss? Wheres the owner?

  

  Business response

  04/02/2024

  ********* office staff and myself have had long phone conversations about the leak in the pool.  My conversation with homeowner occurred after multiple office staff members explained to her the leak detection process.  We have a process once we determine leak wasn't caused by our scope of work.  This process consist of sending a disclaimer for homeowner to sign that explains that if outside party finds leak and it is determined not to be ********* fault then homeowner needs to pay for leak detection and we would give a price for repair or homeowner could hire someone else to repair if they like.  If leak is found to be something that could be related to our scope of work then ********* would pay leak detection and do repair at our cost.  This whole process took long because homeowner refused to sign disclosure and just wanted to argue with myself and office staff that the leak should be covered by us.  What I explained to homeowner is that we didn't build her pool, we replastered it and did a crack repair, her existing plumbing is still the same and quite frankly it's impossible for us to know the full history of the pool.  Our salesman identified a crack in the pool and thought that was the problem, in hindsight I would of liked him to go into further detail with customer that there could still be more leaks.  The homeowner has never denied that pool was losing water before we started work either. Leak detection to find leak before sale would of been great, this is never a great experience for homeowner or pool company to deal with.  Since leak detection was performed by outside company the leak was found under customer pool deck and not related to our scope of work.  At this point we aren't responsible to fix any leak because this was a issue unrelated to our work.  We gave customer a fair price to repair leak and do concrete deck patch, ball is in her court to fix her leak either with us or hire someone else.  I'm attaching leak disclosure sign off and report for your reverence.  What I will offer customer if she'd like to discuss matter at hand and stop using social media to attack us in a unfair manner a cost of $1,400.00 for repair and patch.  Customer can contact me directly to discuss. 

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

   

  Customer response

  04/02/2024

  I am rejecting this response because:

   

  I will not be contacting Burketts any further.  I never argued with ANYONE because it was rare that I ever talked to anyone to get an explanation. I requested to talk to someone high above ************************** but apparently that person doesnt exist. I didnt know a construction manager was the leader of the entire company. The way this situation was handled was completely unprofessional. The delay was not due to me refusing to sign your doc, it was due to no one returning phone calls, not explaining what I was signing and you guys taking days on end to do so. My pool sat for a month. My BRAND NEW PLASTERED $20,000 POOL SAT FOR A MONTH. I hired this company to do a job and it was not done properly, instead here we are and I am being accused as the wrong doer because people at this company dont know how to do their job.  I have a right as a person to use Yelp and ****** to explain what is happening to me. And the response I got there was generic and copy and pasted from someone who knows who it was and I was not satisfied. The way ************** responded to this complaint should tell you everything you need to know about how he has talked with and to me during this process. Just because I am a woman doesnt mean that I should be talked down to and responded to in an email that repeats himself 4 times that his company didnt build my pool. No you didnt build our pool but you were paid $20,000 CASH to do a job and it was not done properly. You didnt test our pool after you were done with the job. You did nothing to make sure the pool was holding water. You just assumed the crack was the issue. That is absolutely not my fault. Its yours. Im not the pool professional. If I was I never would have hired you. And I definitely should have read all of the reviews and complaints on your company before giving you our hard earned money, because it seems to me Im not the first one with this issue. 

  
  

  

  Business response

  04/03/2024

  There's nothing more on our part that can be done.  ******** acknowledged she had a pool that was previously leaking and now an outside party has found the leak and identified it to not be related to our work.  Our company isn't responsible and customer has been given a fair price for repair that is much cheaper now then if this was bid before start of work.  To keep this customer from a possible lien from leak detection company for not paying for the leak detection bill, I will pay that to clear customer from that.  It is clear that customer was never going to pay for leak repair after she signed our disclosure.  There's nothing more we can offer as a response to this compliant.      

  Customer response

  04/04/2024

  I am rejecting this response because:

  I would like to make one thing clear. The purpose of this complaint was to let it be known how I have been treated during this whole process, so if others are looking for a pool remodeling company to look elsewhere or you too might be labeled as a bad person for hiring a company to do a job and they dont do it. Now ************** is saying its clear I was never going to pay anything. Thats so nice of him. He is such a gentleman. Yes I acknowledge that my pool was leaking prior to hiring this crooked company, and I also acknowledge that the said company did not do the job they were hired to do. Instead they handed a leaking pool back to me and said the job was finished. Also I have been in touch with the leak company and I do not owe them anything. So for ************* to tell me I might have a lien placed against me is wild, but hey what do I know, Im just a thief apparently. I also need to know from BBB that the attachments that ************* put onto this complaint will not be seen by the public because it has my personal information on it. Because if they are seen by the public that is a whole other issue that will need to be addressed. Going forward I pray to GOD that this $20k plaster/tile job holds up for the duration of living in my house because if I have to deal with this company again due to their lack of workmanship, Im not sure what I will do. Treat your customers better. THAT was the purpose of this. Not to be accused of anything or talked down to as I have been. I could never imagine treating my customers the way I have been treated by ************** specifically. And the fact that I STILL do not know who his boss is, mind blowing. I feel for the others across BBB, Yelp and ****** that have been through similar situations. I should have read all reviews before handing these people $20k cash. 

  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************** Plastering **** did a remodel of my pool in 2013/2014. According to the ******************, a building permit was required and ********* failed to get a permit. As a result, I cannot sell my house without getting a permit. I reached out to the company (as did my realtor) multiple times and *********************** said, "I can't pull a permit now and get inspections for work that was done 11 years ago. This is the first I've ever heard of someone needing a permit for previous work years to sell a house in the present." So now I have a third party doing this instead, but ********* won't provide information regarding materials and equipment installed. All I want to do is sell my house, but the unpermitted work is in the way.

  

  Business response

  03/26/2024

  This is in response to complaint. We finished his project over 11 years ago and now customer wants to sell their house and city of *****. Apparently wants them to pull permits on Work previously done on their property. Our contract did not have any scope of war requiring a permit 11 years ago, I cant just go get a permit for this work done 11 years ago we have sent customer all the information she needs for her drain covers that the city is asking for. Not really sure what else she expects us to do. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************** Plastering is BY FAR the worst contractor I have ever worked with. If you are reading this, please, do yourself a huge favor and do not hire these people to work on your pool. I hired them to re-plaster my pool, we are in the middle of this project now, and they have done horrible quality of work so far, have damaged my other existing property, have lied to me, have had horrible communication practices, have shown up randomly and let themselves onto my property without any notification, smoked cigarettes' and left the butts on my property, have tried to take advantage of me by trying to add additional charges to the work that is included in the original scope, and when I tried to talk to them about these issues in a polite manner they were just rude to me and are now straight up ignoring my attempts to get in contact with them. It has been weeks since I've heard from anyone, and both ******* the 'Project Manager' and ****** the Estimator who are assigned to my project won't return my texts and calls. Straight up ignoring me. All of these are completely unacceptable and unprofessional, and I am actually shocked and extremely disappointed that I chose these people to complete my project. All I want is for ********* to finish my project, not do shoddy work, stop lying to me about damage they've done to my property, and and not try and squeeze more money out of me by adding change orders for things that should be already included in my contract. I have worked with so many contractors in the past and I have never been treated this poorly. I am hoping someone in management at ********* other than Marshal or ****** can please reach out to me to resolve these issues and get my project back on schedule. I was told my project would be done by the middle of July, and my pool is sitting empty and torn up in my backyard and it's almost August and I haven't heard from anyone in weeks. Please help.

  

  Business response

  08/08/2023

  I've reached out to Kyland and we agreed to repair the light and replace the wall steps at ********* cost.  I apologized that this process had taken so long and that all the work would be done the week of the 7th August and we have a final job walk scheduled with customer on Friday the 11th.  At this point I'd consider issues resolved.

   

  ***********************;

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I believe it was 2019 when we had burketts come out to give us an estimate on our pool. We just bought house and the pool had a crack in it. So they repaired it and we paid like ***** for all work. Within less than a year the same crack reappeared so they came back and busted up alot of rock blasted it and said was fixed. That happened twice. Now here we are again and the exact same crack is going down the wall and beyond the sitting step. We contacted burketts once again they came out and the guy confirmed yes indeed it was the same crack. Now scince then my husband has been calling for months and ****** will not return our calls. scince he has delayed this by months now i believe our warranty is up which im sure he was delaying getting back to **. All we want is our pool fixed properly i mean this is the fourth time same crack and pool is losing water which ive told them from the start. I f you could help i would much appreciate it we love our pool and would like to be able to use it after all the money invested into it. I dunno why it keeps recracking in same spot maybe theyre not doing it properly obviously doing something wrong. Thank You ***************************

  

  Business response

  05/01/2023

  This is in response to customer compliant.  First we did the pool remodel in 2015, it included pool replaster, tile clean and a crack repair that came with a 3 year warranty at the time.  Crack came back in 2015 after pool was done and we sealed it.  In 2017 we agreed to replaster the pool via warranty.  We decided to replaster the pool because the leak that occurred when plaster cracked and lack of chemical balancing after fixed, the pool just didn't look good.  It's now 2023 and it's been six years since we last worked there and another crack has appeared.  They don't have a warranty on anything we did there but expect ** to warranty their pool forever.  Reminding that this was a remodel plaster work only the existing shell and area that they live in is the problem.  The area they live in ground raises and sinks due to flood irrigation, their pool is always going to be in danger of moving and cracking.  At the end of the day they're out of warranty and we can't be held liable forever.  Please let me know if you want me to send you timelines, because it appears complainant timelines are a little off.   

  Customer response

  05/02/2023

  I am rejecting this response because:
  i UNDERSTAND THAT THEY CANT BE HELD LIABLE FOREVER but  WE WERE UNDER WARRANTY UNTIL A FEW MONTHS AGO WHICH ****** REFUSED TO ANSWER ANY OF OUR CALLS I ALSO HAVE PICTURES OF EVERY TIME THEY REDID OUR POOL. NOW HE WANTS TO SAY WE DIDNT KEEP OUR CHEMICALS PROPER B.S IT IS OBVIOUS THEY DIDNT DO THE WORK PROPERLY PERIOD. WHAT ARE THE **** THE SAME CRACK IN THE SAME PLACE 3 TIMES.I APPREICIATE YOUR TRYING TO GET THEM TO RESOLVE THIS BUT NOW I WILL COMMENCE ON TAKING THEM TO ***** TO SEE WHAT THE JUDGE DECIDES WE WILL SEE IF THE JUDGE LIKES THEYRE EMPLOYEES REPLASTERING A POOL WHILE DRINKING CORONA ON THEYRE BREAKS WHICH I ALSO HAVE PHOTOS OF. I APPRECIATE YOUR TIME AND EFFORT. NOW IT WILL BE UP TO THE ***** THANK YOU VERY MUCH ***************************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2022 *********************** Plastering **** replastered my pool. During this job, they mistakenly covered up and plastered over my 3 recessed steps in the deep end. I paid $350 for new steps to replace the old ones. By May I was losing a lot of water and contacted a leak specialist and they discovered a broken pipe (should have been detected if they did the pressure test of the plumbing after the demo which I paid $800 for) and a crack that I contracted for and paid $2,700 to have repaired. I also had discoloration in the plaster. A ********* employee came out and looked at it and said it would be easy to correct once the pool was drained for the other repairs. She placed a type of putty in the crack. She informed me that ********* should be taking care of all these repairs, including the cost of the leak detection and the pipe I paid the have repaired as well as all my water loss. The leak detection specialist also stated that he believed that the company should correct the broken pipe. I spoke with the manager after not hearing back from the *******, and was told they would make the corrections in October. I emailed September 26, 2022 to inquire about a date for repair work and received a reply that they would get back to me shortly. After no response, I emailed on November 7, 2022 inquiring about the repairs and have had no response. The cost for this job was $21,367.

  

  Business response

  11/22/2022

  I've confirmed with customer that we will drain the pool on the 5th of December and do the repairs on the 6th.  The customer has agreed that the dates work for her.  We will drain, do repairs and pay for water bill, we will do a full chemical start up. 

  Customer response

  11/20/2023

  I am rejecting this response because: While the issue is the same, crack in the wall, it is the second time it has happened. The company did the repair after the first complaint but the work was not done properly, and for the second time, their repair work was not adequate. I have not gotten a response from the company regarding the current crack. 
  
  *****************************;   
  

  

  Business response

  11/29/2023

  Our service department is going to reach out to customer to schedule a site visit to see what we need to do.  After site visit with customer we will come up with solution on repair. 

  Customer response

  01/08/2024

  I am rejecting this response because:
  *********************** informed both you and me that they would develop a plan to make the repairs in the complaint. After their initial call, on November 29, to let me know they would come up with a plan, I did not hear from them. I called on December 7th and left a message that was returned on December 16th. My call was forwarded to the person handling this case and I left a message. I have not heard back from them as of today, January 8. Is there any further action the BBB can provide?
  
  *********************************
  

  
  

  
  

  

  Business response

  01/22/2024

  *******,

  I apologize for office not following through with the schedule.  I will personally reach out to you today to set up a meeting with me onsite to come up with a solution.

   

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

   

  Customer response

  01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  The company has agreed to:

  Drain 2-13
  Crack repair 2-14
  Plaster patch and polish entire pool 2-15.

  Add chemicals on 2-17

  I have also requested to be reimbursed for the water fill ($200). 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Nov 2020 Burketts completed my pool remodel which included pebble tech the pool & new light & installation they recommended as old light was old. About 6 months later I started to have a discoloration, stain around the light. They came out obviously to passive me, brushed the stain down & left. Job complete? Discoloration came back by end of 21, I called again, they came out about March 22. Again they brushed, & their tech told me if it comes back again, they would have to remove metal plate behind light as it was RUSTING. Now 22 ************* has again appeared, & so I have called, & emailed via their web page 5 times with NO reply. So $16,000. For pebble tech & $465 for a light & they don't think it is their issue? I spent over $26,000 for ************** don't accept responsibility for the rust coming from the light they put in. Their salesman told my ************* it was a 30 year pool, & highly recommended putting in a new light . Lousy company to do business with. My ******** are seniors on fixed ******* *** feel like they stole from us, installing a light that is rusting & turning the area around the light brown from rust. I paid for a 1st class job & got screwed by people that obviously could care less.

  

  Business response

  09/01/2022

  *******************,

   

  We have you scheduled for September 13th to clean off  rust on pebble and change stained light ring.  I'm sure that the s**** holding light into niche wasn't stainless and this is the problem that caused the rust.  After the 13th everything should be fine.  Please contact me directly if there's anything else you'd like to discuss.

   

  ***********************;

  *********************** Plastering

  Customer response

  09/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Original contract was signed 8/3/2021 Project actually started on or about 2/15/2022 All stages of the work were paid in advance of the work being done. Initial estimate was $28,589.00.There is no outstanding balance owed on this project.On 3/29/2022 additional money ($605) was paid for problems with the pool light.Last conntact from company was 4/1/2022.The work has not been completed. The pool light has not been fixed, the inlet for city water with the float to keep pool at a certain level has not been turned on and is not working, and the pressure to the supply-side water supply which powere the sweeper is inadequate (not giving enough pressure) to move the sweeper.Calls to project manager are not returned.

  

  Business response

  08/03/2022

  I've reached out to homeowner about outstanding issues.  We did have a service ticket to fix outstanding issues and just got lost in the scheduling.  I apologized to customer and sent a crew out yesterday ****** to install the broken light and connect her fill line.  I talked to customer today to clarify she was happy with results and she agreed that those two items were complete.  The customer had one more concern about her pool and its related to her water flow.  I explained to customer that it could be related to a dirty filter, I will send another tech out to help walk her through it if necessary.        

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/8/21 I signed a contract with Burketts to remodel my pool, although the process was sporadic everything went well until the start up process . with pool filled for a few days and filter cleaned *** the startup person helped put in the DE compound in to filter .Everything going smooth ! Next she started to mess with the skimmer flow controller disk over and over again . she dropped it in and the pool motor loaded down like it was blocked , I remarked That don't sound good ! It was like she knew what happened ! She loaded up all her stuff , picked up hose and pump left by previous crew and left ! next day I called *** back and said pool was loosing water about 1" per day . Help ! She replied They were looking for someone local to help . Called office because Project Manager Marshal won't return my calls.! PM did call back and advised me to call a leak detection company to find problem . At My expense ?. he also advises me that if I don't keep the water level up it will be very harmful to the finish ! I can't let the hose run for ? water level is 10 below and has been for 2 weeks .leak detection company has been called @450 . As an added slap in the face a ****** calls me to let me know my **** was ready ! I told her my wife takes care of the bills and would call back to ok it ! and be sure to remove the 589. for the pool light that didn't happen . our credit card was billed without any authorization !

  

  Business response

  03/15/2022

  Tell us why here...

  I talked to customer today about leak issue.  I explained to him that we aren't a leak detection company so he needed to hire a 3rd party leak detection to locate pool leak.  I explained to customer that if leak is found and related to our work we would repair leak and pay for leak detection.  He agreed to this and leak detection company is heading out to his property this week. 

  Customer response

  03/21/2022

  I am rejecting this response because: This is the same preprogrammed response I got before with project manager ! ( We are not leak inspection co)Why don't they just say yeah we broke it , don't care , just go away . I did have a leak detection Company come @ 450., they did their report and gave me a list of problems . including plaster in most pipes . 2 blocked completely .repair costs from them 590. pics/and info was forwarded to ******@burketts . No reply -phone calls go directly to voicemail . still loosing water.. 
  

*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. ↩