Complaints

• Initial Complaint

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There was a previous review filed, however it looks like it has been closed so I can no longer add to that, however it was ref# *****. I finally had my windows installed on Jan 22 nearly a year from when I started this process with this Vendor. What a mess I have on my hands, had my house to 41 degrees when installing the windows, incorrect windows were ordered, no insulation was put around the windows before being installed, nails were put through my vinyl windows instead of using the pre-drilled holes, and I can go on an on, but have attached a document that I have sent to both the regional office as well as Corporate Customer Care. Damaged multiple personal items too. Additionally, they left their truck running ALL day in my driveway, as soon as I saw it, I contacted the manager but he never sent anyone over to clean it up. It is a brand new driveway! A week went by and I had not heard from the manager, I had to demand someone to come look at the mess, hook some pictures, but didn't write anything down, asked if I could send him my notes. Corporate Customer care seems to also be unable to get answers out of the regional branch. It has now been three weeks an no one not even customer Care can provide as to whether any replacement windows have been ordered. At this point, I would say ALL windows should be reordered and installed correctly or I will need to be taking legal action as I am not going to spend more money correcting the unprofessional installation that was done.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/02/18) */ Window Nation apologizes to this customer for any frustration they've experienced during this project. Our local teams are working diligently to resolve their concerns. Most recently our installation manager has offered to come and review the remaining windows that need to be installed, however Window Nation was refused the opportunity. We welcome the opportunity to assess and take appropriate action, should the customer allow us. Window Nation desires to get this project completed for our customer as soon as possible and will continue to make every effort to do so. Consumer Response /* (3000, 7, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I could go back to the beginning of my ordeal with Window Nation (WN) which has been since 1/8/21, well over a year! However, I will start with the point I provided in writing to WN the assessment (completed 1/31/2021) in which I had to demand someone to come out to look at my issues/concerns regarding my windows. On 2/1/22, I emailed WN the assessment, E (WN) wrote nothing down during the assessment, he took a few pictures so I'm not sure where they are at WN. After weeks of excuses as to why WN needs to delay into next week, then the next week, etc. I was told a meeting was to take place multiple times, latest being 2/16/22 to discuss my concerns which were emailed to WN in the 2/1/22 email to B and E and again on 2/2/22 to WN escalation manager. I called daily, left message/text messages to the escalation supervisor # I made it clear I wanted a written response to my concerns. NO RESPONSE FOR A WEEK. On 2/18/22, I took the day off as I needed to get a resolution. I called the VA office at 9:25am, customer care said they would leave E a message to call me ASAP since I had taken the day off to talk to him. Customer Care stated it was noted that he called me the day before, NO MESSAGE/CALLS on the number I provided to WN's escalation supervisor. If I HAD the number I would have called him directly. At 9:45 called the escalation supervisor, no answer. At noon, since I had not heard from WN, I drove to the VA office, not a single person in the office. I called/texted the escalation supervisor, NO RESPONSE. I spoke to a WN worker sitting in his car, he said E would be back in 30 - 40 min, I said Ok I will wait. I am sure he called someone because while I was waiting (12:45 pm), I got a call from the escalation supervisor not the Installation manager who was to call me (she was calling from a 703 number not her normal 380 number) . She stated, not sure why he told me that, E was in the MD office all day and that WN wanted to schedule a time on the 24th to come out to my house. She said they had a course of action. I stated to her the only reason she was reaching out was because she needed to respond to the BBB complaint and they wanted to say they reached out to me, it was the day they were to have a response to the BBB. I said NO we are not pushing this another week, I am off today. I asked when I would be receiving a written response to my concerns which was SENT TO HER ON 2/2/22. She said she needed to talk to her supervisor. NO WRITTEN RESPONSE yet from WN. All my windows were measured so I am not sure why yet another week delay was needed to come out to my house. I guess the text message from B and the escalation supervisor's statement that my replacement windows were ordered were inaccurate if after a month they are wanting to come measure my windows yet again. I have a timeline of all the calls/emails/text messages since installation of my windows so you can see the inaccurate information and the lack of concern for WN's customer to resolve this matter. NEED A RESPONSE IN WRITING exactly how WN plans to address my issues and concerns. Business Response /* (4000, 9, 2022/02/28) */ Window Nation is formulating a plan of action to correct the mistakes made during the customer's project, including getting the windows installed and remedied. Window Nation appreciates the opportunity to make our corrections and we will continue to keep the customer in the loop along the way. We appreciate our customer's patience as we attempt to expedite their project's resolution. Consumer Response /* (4200, 11, 2022/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are just additional delay tactics that it seems Window Nation is known for. It has now been 2 weeks since I was told they had a way forward and I still have not seen anything in writing from WN regarding their way forward. Additionally, I reached out to the Window Manufacturer of my windows installed and I have been told they have been installed incorrectly so I hope the plan if an when I receive it addresses the replacement of ALL the windows. Manufacturer told me that my windows would not be covered under warranty if they were installed in anyway other that the instructions provided with each and every window. Business Response /* (4000, 13, 2022/03/11) */ Window Nation has contacted the customer again to work toward a resolution, and our local management team is currently working on an itemized list to share with our customer about our plans to complete the project. We appreciate the customer's patience as we aim to ensure that all of their concerns are addressed. Consumer Response /* (4200, 15, 2022/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yet again another week delay with Window Nation. WN said they contacted customer again to work towards a resolution on 3/11/22, WN was to send something to customer as Customer was told by escalation they were meeting with E in 21 minutes. Customer has told them multiple times in discussions with WN and in responses to the BBB complaint that the customer is expecting a response in writing. WN escalation has been sitting on this information since 2/2/22 and supposedly had a way forward to send to customer weeks ago (did they really?), but yet again they are putting another person into the mix now a Regional Manager. It has now been 2 months since customer's windows were installed and incorrect windows were ordered, incorrect sizing, personal items damaged, windows not installed according to manufacturer's direction and no window insulation installed. A week has passed and no update was provided to the Customer, so Customer reached out today and was told once again they might not know anything until Monday. The manager has not approved anything to be sent to the customer. WHEN will customer receive a plan to resolve this matter as it seems like this is not an escalated matter for WN. WN is just full of excuses. Replacement windows still have NOT been ordered, so it might be another year until the customer sees the correct windows from WN. At this point, it might be best for WN to: 1. Reimburse customer's deposit and reimbursement for damages by WN personnel to customer's personal property until windows are reordered; Or 2. Reimburse customer's deposit and damages to customer's personal property by WN personnel so customer can move on to work with another company. It seems WN just keeps delaying and not resolving anything so it might be best if the customer goes with a new company that seems to want to resolve issues for their customers. Business Response /* (4000, 17, 2022/03/25) */ Window Nation appreciates the customer's cooperation in this experience. Window Nation has scheduled an appointment on March 25, 2022 to go to the customer's home to investigate the issues present. Per the customer's request, Window Nation has been able to send out the local management team to assist. We anticipate coordinating a plan of action that will leave the customer satisfied. Window Nation appreciates our customer's patience during this time Consumer Response /* (4200, 19, 2022/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, WN did send out a team of 4 people, however Customer asked for the items in an email after the walk through and the information sent to the customer was not accurate. Causing the customer now to go back through everything yet again to make sure its accurate, this seems to be consistent with WN. I am not sure if this is yet again another delay tactical or a trick the customer. If there were 4 people from WN you would have thought this information would have been accurate. Additionally, Customer has asked for items in writing, WN needs to put in writing if screws placed anywhere other than pre-drilled holes, windows are STILL under warranty: Customer requested why they were charged for the use of just ladders for installation; and requested why RWD was added to a number of the windows. If this is required it should be installed with a miter cut on the corners so it looks like its part of the window. Looks very unfinished like it was quickly put on to get the windows installed. Not professional looking at all. Will keep this open until which time I have my windows completed so that I can put my house back in order, hoping it will not be another year. Business Response /* (4000, 21, 2022/04/08) */ Window Nation is grateful for our customer's willingness to allow us to complete the project. We will continue to follow up with our customer with a plan of action in writing as we work out the best resolution for our customer. Window Nation appreciates our customer's patience and understanding throughout this experience. Consumer Response /* (4200, 23, 2022/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Follow-up does not seem to be the normal process for Window Nation (WN). WN doesn't act until the customer does all the work. 4 people to inspect should have had their notes correct, but seems customer is the only one who knows what happened that day yet again. I am not sure why the notes were not correct, customer reviewed with WN regional manager and others the day of the site-visit which now has been weeks ago. Additionally, customer has yet to receive in writing that the placement of screws outside of the pre-drilled holes, especially those that are in the outside track of the installed windows, exposed to the elements, will NOT void the warranty on these windows. Additionally, black screws on white windows just doesn't seem to be how windows should be installed. Seems WN does not want to put this in writing, if not, they need to be replaced now! The windows came with Silver screws, but some were installed with silver, some have black, told it was because they needed longer screws and black was all they had in their truck, doesn't seem to be professionally installed, all the screws should match. Additionally, if RWD is to be applied to windows, it should be made to look like its part of the window, not like it was an after thought. If applied to windows adjacent or in the same room, all windows should have it so it doesn't once again look like the windows don't match. This must also be fixed on installed windows and any new installed windows which WN has yet to put in writing that this will be fixed. Business Response /* (4000, 25, 2022/04/22) */ Window Nation apologizes for any confusion experienced by our customer. Our intention is always up front and transparent communication. To the question regarding the pre-drilled screw holes - if Window Nation installers concluded that the best way to install the window(s) was to go outside of the pre-cut holes, then the customer's warranty will not be voided. Window Nation has also sent the customer a plan of action via email on March 22, 2022 to address the concerns our customer has mentioned in this complaint. Window Nation will continue to work with our customer to rectify their experience as we receive parts and can provide the customer with a satisfactory resolution. We greatly appreciate the customer's patience during this project. Consumer Response /* (4200, 27, 2022/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer has yet to hear from Window Nation. Business Response /* (4000, 29, 2022/05/06) */ Window Nation apologizes for the delay in contact. The parts for this customer's job have indeed been ordered, and we are awaiting an ETA from our manufacturer so that we can provide the best information to our customer. We will contact the customer as soon as we have the needed information, and once we receive the parts we will get the customer's service completed as soon as possible. We greatly appreciate their patience. Consumer Response /* (4200, 31, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yet again, no COMMUNICATION with customer. Customer would like to know exactly what was ordered and date it was ordered. During the walk through with the Regional Manager informed due to all that has been happened with the customer they would be closely monitoring, well that is not the case. Regional Manager stated customer would be kept apprised of when items were ordered and an ETA of replacement. It has been months with no final approval from customer on what should have been ordered. At this point, customer has NO CONFIDENCE in WN in replacing the windows. Customer is concerned that these are Brand new windows and if installed correctly should not need to be replaced. Customer is expecting FULL windows not partial glass replacement for a number of the windows. This is unacceptable these are to be BRAND NEW WINDOWS. Business Response /* (4000, 33, 2022/05/13) */ Window Nation again apologizes for the lack of follow up on the customer's plan for resolution. Window Nation is working diligently with our manufacturing teams to get the customer the needed information to bring them a satisfactory resolution. We will ensure that everything is done correctly and will communicate with the customer as soon as we know more. We greatly appreciate their patience and understanding during this venture. Consumer Response /* (4200, 35, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Seems like a delay tactic yet again by WN Why can WN not provide what was supposedly ordered and the date of items ordered, if they truly have been? Customer was told this before only to fine out NOTHING was ordered. As customer stated, they did not approve anything to be ordered, so what was ordered and when? Customer is waiting on personal items that were damaged to be replaced, WHEN is this going to take place! Business Response /* (4000, 37, 2022/05/20) */ Window Nation apologizes for the delays again, however we have ordered the following units for our customer's project: 10 sashes 3 screens 8 IGU's 4 handle covers 1 full window replacement Once our manufacturing partners have given Window Nation an ETA for each of these units, we will contact our customer and let them know what they can expect. As stated before, we greatly appreciate our customer's patience. Consumer Response /* (4200, 39, 2022/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yet again, WN does not have the order correct. At this point it is best for the Customer to receive a FULL refund and money to cover person items that were damaged which were written in the inspection report. Customer needs to move on with this matter to get their home back in order and have work done for all the damage that was done to their window trim both inside and out!. This matter can not continue the way it is going, customer has NO confidence that WN is even planning to resolve this matter. If this is not acceptable to WN, Customer will be taking other means to resolve this issue. Customer should not have to wait and still be unable to be provided with information, additionally, WN management doesn't really care to contact the customer to discus the matter as was stated by the regional manager who said they would not allow this matter to fall through the cracks, which YET AGAIN it has or this is just the way WN operations. Business Response /* (4000, 41, 2022/06/06) */ Window Nation regrets the situation the customer has endured up to this point. We are aiming to provide all relevant information and ensure all components of this job are handled as quickly as possible. We will be in contact with the customer to discuss their options, as we hope to bring this to an amicable resolution. We greatly appreciate our customer's patience throughout this experience. Consumer Response /* (4200, 43, 2022/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) WN has yet to reach out to the customer. Customer is tired of the lack of customer support. Customer demands a full refund and reimbursement of damages to personal items immediately. This is unacceptable. Business Response /* (4000, 45, 2022/06/18) */ Window Nation's Regional Director has been in contact with our customer to reassure them of the progress of their project. Window Nation is aiming to complete this as soon as possible, however there have been delays in the manufacturing. Window Nation will continue to stay in touch with our customer and work toward a resolution as quickly as possible. We greatly appreciate our customer's patience. Consumer Response /* (4200, 47, 2022/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, WN reached out the day their response was due back to the BBB, just to say they were in contact with the customer because escalation had reached out prior to find out if customer was aware of their order status. It was only because customer told WN escalation that customer was NOT aware of their order. However, customer is now being told aug-sep until windows will arrive. January will be 2 years since customer placed this order! This is unacceptable as the customer has asked the regional manager for the date and exactly what was ordered. Customer has been told they can not provide information to customer. Not sure why customer can not be provided with the date of the reorder and the listing of exactly what was ordered. Maybe customer shouldn't be paying then, as this is something the customer should be provided. Customer has told regional manager that the previous list provided to customer was incorrect. Customer can not wait months to find out yet again that WN has once again ordered the incorrect windows. This is unacceptable to not have put a rush on these windows when the customer is not at fault it is WN's lack if detail and customer service for the delay. At this point there are 2 additional windows were the seal inside has fallen even further that was discussed during the walk-thru with the regional director as well as additional windows where the grid are no longer in alignment. Customer needs these issues addressed immediately and provided the exact date and list of exactly what was supposedly ordered months ago. Escalation said they would follow-up as it has now been over a week with no follow-up. This doesn't suprise customer as escalation is not escalation in resolving the issues for the customers. Clearly there are issues at WN if they dont like customers giving honest feedback on social media that they block their customers from commenting the truth regarding the horrible experience which actually seems to be the norm for WN. Business Response /* (4000, 49, 2022/07/01) */ Window Nation is disappointed that our customer has been so frustrated by this experience. Our goal has always been to ensure they receive a great product and great experience. Our specialty-shape and style window oftentimes take longer than the more common styles, which is the reason for the longer lead time in this customer's case. Window Nation will also address any other concerns that should arrive, as their parts are covered under our lifetime warranty. Our team will continue to keep our customer in the loop on the next steps of their project. We greatly appreciate our customer's patience. Consumer Response /* (4200, 51, 2022/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer has every right to be upset, this matter has been taking WAY TO LONG. It seems that WN has continued to say manufacturer delay, when in fact WN did not place this order until 5/5 when the inspection took place on 3/25, that is 6 weeks later. Then another month went by before WN even requested the windows to be placed on rush. Customer would like to know why WN took so long to place the order and put a rush on it when the regional director stated she would stay on top of the matter with all the other issues customer has already experienced. Timeline customer finally received on 7/8/22 from WN: 5/5/22 - Order sent to vendor 5/9/22 - Vendor reached out for additional details 5/13/22 - Response sent to vendor 5/13/22 - Vendor requested additional information 5/16/22 - Response to request for additional information sent over 6/6/22 - ETA request sent to vendor 6/6/22 - Vendor replied they were checking and placing on hot rush 6/16/22 - Order released 6/17/22 - ETA request sent to vendor 7/1/22 - Partial materials received 7/8/22 - ETA for remaining materials requested Again WN refuses to provide customer with exactly what was ordered so as to verify the information. Customer has previously told WN in a response to WN email on 3/28 that there were mistakes in their information. Customer is paying for the windows and should be provided with details of exactly what was ordered. Customer informed escalation that until they receive this list to verify no additional work will be completed in their house. This is unacceptable that this information cannot be provided to the customer or is WN yet again not going to provide it as they know the information is incorrect and customer will have to wait yet again for the additional items to be repaired. Customer must receive and verify before any work will be completed in their home. Additionally, Customer would like to be provided in writing the process that needs to be taken to get the remaining windows fixed (falling down spacers in the windows, sashes out of alignment, etc) once again these are Brand NEW windows and customer should not be requiring repairs of this magnitude completed already. Business Response /* (4000, 53, 2022/07/18) */ Window Nation is committed to completing our customer's project and will continue to stay in touch with next steps. We will provide, in writing, an update for our customer so that they are aware of what to expect. Window Nation again appreciates our customer's patience and understanding. Consumer Response /* (4200, 55, 2022/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yet again a week has passed and customer has received no additional information from WN. Customer is still waiting on the detail list of the items that WN stated they ordered so that Customer can verify items to ensure order is correct, since WN does not have a good track record of ensuring the order is accurate. Additionally, Customer is waiting to receive in writing an explanation as to why it took WN over a month to make the replacement order. This is unacceptable to have a customer waiting this long for windows. As customer has stated before there are additional windows that need to be replaced and WN has provided no update to customer on how or what the process is to get that process moving along. Customer has been dealing with this issue for over a year and a half now, this needs to get resolved ASAP. This is unacceptable no customer should be treated in this manner. Customer has items that were broken by WN and customer NEEDS to get these items replaced IMMEDIATELY! Business Response /* (4000, 57, 2022/08/04) */ Window Nation is happy to report that 22 of our customer's windows are in our warehouse, and we are only awaiting 2 special shape windows. Those types often take longer than regular double-hung or slider windows. Window Nation will continue to communicate with our customer about expectations surrounding their project and give them the ETA for those special shape windows as soon as we have acquired it. We looking forward to completing our customer's installation. Consumer Response /* (4200, 59, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yet again WN says they will communicate with the customer, however Via BBB is the only way the customer has received updates. It's nice to know the windows are finally arriving, however WN has yet to provide customer with the list to verify the correct items were actually ordered so as to not delay the installation any further that it has already been delayed. Customer is not sure where 22 windows is coming from. Additionally, WN has yet to provide a response to the customer on any of the other information the customer had requested which is all documented in the BBB responses from the customer. Business Response /* (4000, 61, 2022/08/16) */ Window Nation will be contacting our customer to schedule installation for their windows, in order to move their project closer to the finish line. Window Nation will be happy to communicate with our customer at that time about any lingering questions or concerns they may have. We look forward to our customer having their installation completed. Consumer Response /* (4200, 63, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sent custoner email finally to install, but of course incorrect order was made or they did not keep good records. Need to get this resolved or other means are going to be taken. It's been way too long! Business Response /* (4000, 65, 2022/08/26) */ Window Nation would like to politely disagree that the list sent to the customer includes the wrong information, based on our records and the visits made by Window Nation staff. We welcome the opportunity to complete the installation for this customer as soon as they allow. Our teams will continue to follow up with our customer. Consumer Response /* (4200, 67, 2022/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer attached the email chain in which WN determined customer's install was a 'botched' job and priority would be taken. Clearly priority has not been the case. Site visit email had items missing but WN refused to discuss with the customer. Install email WN requesting customer to determine install date, when customer never received list to verify, customer had to request yet again the list and finally received, but is STILL NOT CORRECT. Delay email clearly shows that WN delayed in placing the order, did not verify the information with the customer before placing the order with no explanation on WN's part as to the delay. It seems that WN can not get this correct and WN determined up front this was a "Botched" job by WN, WN needs to install ALL BRAND new windows in the customers home, repair all the damage that WN did to customer's home and is liable for all the stress and days off Customer has had to endure in the almost 2 years since placing the order with WN. Business Response /* (4000, 69, 2022/09/13) */ Window Nation has been in contact with our customer to try to complete their install, but we are at an impasse. Our teams will continue to try to finish their project, but Window Nation would disagree with the assertion that our items are not correct. We hope to resolve this amicably very quickly. Consumer Response /* (4200, 71, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) WN keeps responding saying they have contacted the Customer. No one has reached out to the customer to discuss this matter. Additionally, if WN is saying the information they provided to the customer is correct, then WN needs to explain why the following windows were not ordered as these were discussed during the March 25th review. - Kitchen transom window - No super spacer in the window. - Living room window - Scratched Mr. E said could be removed, however during the March 25th review it was determined it was a scratch so it was added to the list to be replaced. -Large Foyer Window - No Super spacer in the window. This was discussed during the March 25th meeting as well as when Mr. E came to look at the windows after the "Botched" Install. -Window in Master Bedroom - grid is tilted. This was discussed. There were 2 windows in Master to be replaced, a large and a small window that had grid issues. Additionally, since this has been going on for months, Customer needs to have the two transom windows replaced that had the falling spacers. These are brand new windows and the customer should not have been told this was acceptable and they would be replaced later. Clearly the customer can not wait another year to have these replaced. If WN is unwilling to replace the windows due to the "Botched" install, then WN needs to send a NEW team out to inspect the windows, clearly this has been going on way too long and WN is unable to accurately identity the windows discussed and doesn't seem to be handling this matter in any sense of urgency. Business Response /* (4000, 73, 2022/09/23) */ Window Nation will work with our customer to formulate a plan to best assist our customer, and will communicate with them as there does seem to be a disagreement on what is needed and how we can resolve their concerns. Our teams will reach out to our customer in the near future to discuss and see how we can best proceed. Consumer Response /* (4200, 75, 2022/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer yet again has received no additional information from WN on how this matter will be resolved. Customer would like contact sooner rather than later to discuss way forward. No customer should have to be waiting this long to have an issue resolved. Business Response /* (4000, 77, 2022/10/07) */ Window Nation has decided to allow our customer the opportunity to pursue her home improvement project with another company; effectively allowing her to be released from any contractual obligation to these products and to receive their money back. Our teams will continue to communicate with the customer on next steps and what they can expect going forward. Window Nation wishes our customer the best of luck on their future home project needs. Consumer Response /* (4200, 79, 2022/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer has waited yet again another week with no response from WN. These comments made by WN don't seem to mean anything. "Our teams will continue to communicate with the customer on next steps and what they can expect going forward." Because WN is now backing out of the contract and it has taken months to come to this conclusion, WN needs to reimburse the customer for damages. Customer will no longer deal with Ms. S, Regional Director, Install Services as she has just drawn this matter out way too long. She stated to the Customer back when the "Botched" install took place and ensured the customer what happened to the customer would not happen again and look where this matter has gotten, NO WHERE! Customer is waiting to discuss this matter further with WN ownership or Legal action will be the customer's only option to get this matter to an acceptable resolution.

*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. ↩