ComplaintsforCruise America Inc

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like RA# PHX78513 RES# ****** addressed. The representative has stopped responding to me. The last BBB complaint I received notification that cruise America could not find my name, which is false information. Its amazing how they treat disabled veterans with health issues after they subjected them to an improper waste system

  

  Business response

  07/09/2024

  Hello,

  Your initial message sent to BBB was before you notified Cruise America/Canada Customer Relations you had problem(s). You then notified us, and we created a claim on your behalf and have been conversing with you since 6/21/24 a total of 5 times, today being one of those communications. We will send a revised offer of compensation as soon as possible.

  *******

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented an ** from Cruise America in ************, ** and picked it up on 6/7/24. Upon pickup, my agreement was reviewed. The agreement stated my rental would be $400.13, not including any fees. For example, it was explained there were fees for not refilling propane, or not returning the vehicle refueled, a fee if they needed to perform dumping of grey water/waste, and a cleaning fee if the ** was returned dirty.It was explained that these fees were voluntary, as each of the tasks could be completed by me prior to returning the **.The ** was refueled and cleaned. In fact, it was returned on 6/10/24 in cleaner condition than it was provided. Neither the propane or on-board generator were used, as the ** simply sat in our driveway and was plugged in to an outlet anytime power was needed.Upon return, I authorized the dump fee of $50. However, when I received my invoice, an additional "housekeeping fee" of $50 had been charged that was neither discussed or authorized. Both fees were also taxed, leading to a total invoice amount of $506.86.Upon disputing the housekeeping fee, Cruise America stated it was part of the prep fee that was agreed upon in my initial signed contract. I explained that I was also charged the prep fee, and this housekeeping fee was a separate line item that I never agreed upon.After several back-and-forth emails, Cruise America stated that they can bill my at their sole discretion. I don't think so. I didn't sign anything agreeing to the additional fee. Cruise America needs to refund the $50 (+taxes) housekeeping fee.

  

  Business response

  06/21/2024

  Hello,

  I apologize for the customers experience. We have processed a refund which meets the customers' demands. 

  *******

   

  Customer response

  06/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My children are having to sit in their RV in 110 weather. The ** generator can only run for a short period of time before it needs to be shut off. Due to this theyre sitting in the back sweating a lot and risking their health. The business is forcing me to pay *************************************************************** this heat. They also tell me I can go get it serviced which it does not need to be. At no time did the business indicate they had none or very limited ** in their RV.

  

  Business response

  06/14/2024

  Hi,

  Thank you for bringing this matter to our attention. We sincerely apologize for the issues the customer encountered during their trip in one of our RVs. Unfortunately, I was unable to locate any emails from the customer reporting these issues to our Customer ********************* which would have allowed us the opportunity to address and rectify the situation.

  
  Please have the customer email our Customer Relations team at ****************************** providing details of their rental (Rental Agreement/Reservation number). Upon receiving the customer's email, we will promptly create a claim on their behalf and include it in our queue for assistance.

  
  Once again, we apologize for the inconvenience experienced during the rental, and we are committed to assisting and reaching a satisfactory resolution.

  ******.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our family of 2 adults, 2 teenagers, and 4 pets relocated from the ** to ****, **. As part of this expensive cross-country move, we rented a 25 Cruise America RV from ***************** area on May 30, 2024. one way to *********, ****** on June 9, 2024.At the origin site, there was a tire sensor malfunction light on from the beginning, and the remainder ~ ***** miles. This was more than an annoyance, as I constantly had to check tire pressures at every gas station fill!Even though this was a massive expense for us as part of a cross country move to ****, **, we did get the damage waiver protection. Of course mechanical assistance was part of this, though useless.An obvious wheel alignment issue became a constant fight in Western NE, We called COA, and they booked us at the closest 3rd party vendor in ******, ** (******* miles away). I knew right away the sham, but still went along with it. Big O Tires ************************************************ literally laughed at us when we pulled up. I felt this was a movie, worst part of ****** and they dont service RVs. COA stupidly said it was news to them, we could wait four days in ****** until their own location had an appointment OR the next closest was in ************ or **** (500+ mi away?). It was clear that this company had no connections or cared about their customers and I told them the same. I would continue with caution, since I literally had to break down to get a tow truck. This made absolutely no sense to me, but I video documented.We did have some interior items break (as if things were glued together right before our trip.) and the s*** screens let in desert bugs :(However, a series of dashboard errors came up regarding the traction control system in *********** in a windy area, while the brakes made a loud clicking sound from that point on. We told COA all of this and they reminded us of their person 500+ miles away. This company is out of touch with real customer safety vs cost.Rent at your own risk!

  

  Business response

  06/10/2024

  Hi,

  We sincerely regret that ******************** experienced multiple issues during his one-way trip from **** to ******. As of today, June 10, 2024, we have received and created a claim for ********************. Unfortunately, it appears that ******************** has not provided Cruise America the opportunity to address and resolve these issues. We are dedicated to reaching an amicable resolution and require time to thoroughly review his claim. Please note that we have other claims that were filed prior to ************************, and we are diligently working to respond to all claims in a timely manner.

  We appreciate your patience and understanding during this process. Once an agent is assigned to ************************ claim, they will promptly reply to his email.

  Additionally, please have ******************** provide all pictures and videos of the ** to *****************************.
  Thank you for your attention to this matter.

  ******

   

  Customer response

  06/10/2024

  Hello,
  

  
  

  We literally relocated across the ** to save our teenage sons educational future. We had already had such a horrible experience with another competitor of Cruise America that I reported their practices to the *** and canceled that booking with no refund, only to quickly try and come up with the Cruise of America alternative.

   

  Since it was my son that took the lead and booked the Cruise America back up plan last minute (which still required getting our whole family and 4 pets from ************ to *********, **** to get the **** the quality of the product/service was critical. The cost represents nearly 25% of our savings, and I therefore expected a much higher quality experience. However, even the company that rented us the ** complained the Cruise America computer systems were so outdated that it took many more hours than it should have to get us on the road. Thus, we lost precious time at the beginning of this trip as well.

  
  Unlike many other vacationers, we were not vacationing and I was trying to save my twice exceptional son and entire family on this same trip. I dont have the luxury of time, and BBB is the only real leverage I currently have.  Since I am not privy to the call logs and information that I personally gave to the Cruise America while I was on the trip, BBB continues to be the only impartial forum until this is resolved.

   

  I do not need excuses at this time or ti be put in line, I need a rapid resolution because again, I am literally trying to save my family, not entertain them.

   

  We are only in temp housing as I speak and I wouldve never have paid that much money for an **. If I knew the experience was going to be what it was. 
  

  I also do not know how to send large videos to an email address. That in itself does not seem reasonable, and there must be an upload site for such videos.

   

  Regards,

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

  

  Business response

  06/14/2024

  Hi,

  Thank you for providing these details. We sincerely apologize for the issues the customer encountered during their **********************. Unfortunately, we have other claims ahead of the customer's that are currently in our queue awaiting assistance. I have personally assigned the customer's claim to myself and will be reaching out to them via email no later than Wednesday, June 19th, to address and resolve the matter.

   Thank you for your understanding and patience.

  ******

  Customer response

  06/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await the Response from the Claims Adjuster.
  
  I will consider this complaint resolved IF the business does the right thing.  
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a ** from Cruise America to be picked on 5/1/2024. It had 2 breakdowns in 2 days. The vehicle air conditioner stopped working on the way home. The call center was not very helpful, it took most of the day to get it repaired. Most of my first day was lost. After leaving the next day and getting on the interstate the vehicle handled terrible, a stop and look at the front showed the inner part of the front tires worn, cords were showing (have picture). After spending most of the next day beside the interstate getting tires put on my second day was lost. After getting back on the road the vehicle still handled terrible, the front end needed work. This was very unsafe. I turned around and went home and returned the unit the next day because it was unsafe. I explained that if I was just camping and not driving I would have kept the unit. I would never go on a long trip with a vehicle in this condition. Maintenance on the ** seemed to be lacking. Serious problems with front end, no washer fluid, worn wiper blades. A sticker on the wind shield showed ****** miles since last oil change. The oil could have been changed since without the sticker being updated, a look at the dipstick seemed to confirm it had been a lot of miles since last oil change. I tried to make things work, I seldom complain about products or services, the air conditioner not working was not a big deal. I take safety serious and a poorly maintained unsafe vehicle is a problem. There were bugs, rattles, and it was dirty. I know how to clean and do not whine about minor things. I abandoned all plans and turned the ** in early because it was not safe. I was offered a small refund that amounted to about 2.5 days rent on a 13 day lease and certificate for future rental (not interested). I did everything I should do on my end to make things work. I will not compromise on safety. If I accept the offer I will pay them 10.5 days rent to coordinate and wait on repairs for their **.

  

  Business response

  06/06/2024

  Hello,

  I apologize for the inconvenience. In the hopes of settling the claim, we will be increasing our final offer without including a gift certificate. We will reach out to **************** with our new proposal.
  

  *****

  Customer response

  06/10/2024

  This is not a good offer. I am paying you to coordinate and wait on repairs for your **. I got no use from it. The ** was poorly maintained and the problem was safety. 

  

  Business response

  06/12/2024

  Hello,

  I deeply regret any disappointment our offer *** have caused you;that was never our intention. We are sincerely sorry for any inconvenience you experienced during your rental. We have made a third and final offer to **************** this offer will remain open indefinitely, so that in the event he chooses to redeem it in the future it will still be available.

  thank you,

  *****

   

   

  Customer response

  06/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We broke down on a mountain pass with little to no shoulder. With no brakes to get down. It was a very dangerous spot for us to be in. Not only for us, but the other motorists on the pass as well.The only reason we got off the pass after a few hours was calling the ******************* Who had to contact Cruise America and tell them to get us off the roadway.Then Cruise America wanted us towed to the closest ******** The tow driver explained that where it was located that would not work. Also in a very bad neighborhood. So he had to get it approved to be towed to a Cabela's parking lot. Where we sat for 24hrs with no information on what happens next.They left us stranded for 24 hrs.The next morning we called and they said they were working on getting a mechanic to **. A mechanic finally arrived around lunch time. He told us had he known about this yesterday (the day we broke down) he would have the parts. But since he did not know he did not have the parts and would not be able to get them on a Sunday. So he said we were SOL. So once again WE started calling CA who told us we would have to stay in the parking lot another day and wait for it to get fixed and if we left the ** we would be charged a 3000 dollar abandonment fee. We told them there was no way we could stay another night in the parking lot. FINALLY, they said well you can break the contract. We rented a Uhaul, packed up, and got out. We were told we would be contacted by a supervisor regarding a refund. That has not happened.Not to mention one time I called an employee gave me a fake extension. I asked for the extension of the person assigned to our case and he said no. Then I asked again and he said it was 1000. That was a straight lie. That extension did not exist.This is no way to operate a business. My family's life was in danger on a mountain pass on I90. Cruise America would have just left us there for days had it not been for *******************

  

  Business response

  05/15/2024

  Hello,

  I want to extend my apologies for the difficulties the customer encountered during their recent trip, particularly the breakdown incident on the road. We take such matters seriously and are actively addressing them. Although we did not directly receive the customer's email, it was forwarded to our Customer ******************** by another team to initiate a claim. I have now assigned responsibility for the claim, and am currently conducting a thorough review and investigation.

  Once I have completed this process, I will respond to the customer's email with a proposed compensation plan that adheres to the terms and conditions stipulated in their rental agreement.

  Thank you for your assistance in this matter.

  ******

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** and unwarranted extra charges by the rental office ruined the entire ** rental experience. I rented an ** and was charged a housekeeping fee and sewage dumping fee, despite thoroughly cleaning the vehicle, dumping the sewage myself, and calling prior to the inspection to inform the office. Despite this, I was charged and when I called to inquire, the gentlemen was combative. I asked repeatedly what about the vehicle required housekeeping and he wouldnt specify, saying only that it was dirty and what dont you understand about its dirty. Finally, after 7-8 tries, he said that there was pet hair inside the unit, even though we didnt have a pet, and that there was sand inside the rental. I know this to be 100% false, as I stated that I turned in the ** absolutely spotless, to which my wife and son can testify. Originally, he stated that the person who inspected the ** noted that it was dirty. I asked if I could speak to the person to inquire about what was dirty and he replied that its me and that theres nothing that he could do because the bill was finalized. He also stated that it didnt matter that I dumped the sewage because I put the cap back on, even though I called and explained to the office before the vehicle was inspected, that I had dumped the sewage. He became belligerent, raising his voice and interrupting me repeatedly, saying that its my word against yours. I have receipts to document the sewage dumping was completed and that I returned the propane twice as full as when rented, a fact that was frustrating since it wasnt full for my rental.This experience left a lasting impression. I was taken advantage of by an unscrupulous rental office that added unwarranted fees. As an active duty service member, this is especially frustrating as my honesty was questioned and is worrisome just miles from a large military base where troops can be treated poorly and taken advantage of.

  

  Business response

  04/17/2024

  Hello,
  
  I'm sorry to hear about your experience upon returning from your trip. Your email reached our Customer ******************** on April 16th, and we promptly initiated a claim on the same day. Typically, it may take 5 10 days to assign a representative to handle your claim. However, I have assigned the claim to myself and aim to respond to your email within 2 3 business days after completing my investigation.
  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Says Im 4000 characters over. I can email you everything. Ive already emailed it to cruise America. I cant upload my files. Says theyre too large. I can email them also. I have emailed them to cruise America also.

  

  Business response

  03/13/2024

  Hello,

  ************** called in on 3/11 stated had emailed Cruise America several times, emailed him to submit email regarding his experience with the ** and created a claim on the same day. Informed ************** once his claim is assigned to someone, they will reach out to him, typically takes 3 - 5 workdays, we work the claims in the order they come in. I will assign the claim to myself but will still take 2 -3 days to get through my case load.

  thank you,

  *****

  Customer response

  03/15/2024

  I do not accept the $150 voucher for future use or the $135 credit.

  Nope full refund. I was told I would be receiving a $639 refund in 24-48hrs for the security deposit, the day I returned early plus insurance for that day and the mileage I didnt use. Its now been 96hrs and no credit to my account has been initiated or posted. Shove your $150 voucher. Ill  never use cruise America again. Ill notify the BBB yall dont wanna help. If they cant resolve it well just take it to the next level. How can I trust anyone to do anything they say when Ive yet to receive the initial refund Im due?

  

  Business response

  03/19/2024

  Hello
  
  Regarding the full refund, unfortunately, a full refund would not be due. Looking at your rental information there was a total of 1398 miles used in the unit meaning we would have to charge for services rendered. I did see that the dealer previously issued $110.00 credit for the early return. I have received your reply for the refund off your deposit, you should see the funds of $639.61 back in your account in the next 5-7 business days depending on your financial institution. Your last day of rental was March 11, 2024,so the funds should be available no later than tomorrow. I apologize for the delay in responding to Mr. ****** emails regrettably it does take a few days to respond. We do have to thoroughly review each claim received before proceeding any further and have made a second offer to ************** today,  

  Customer response

  03/20/2024

  I have not gotten any refund. The $639 is my money to begin with. You emailed me and offered $135 cash and a $150 voucher. Then you emailed and offered $235 cash. Whats the issue. Refund. Now. The rv was faulty, not clean, full of mold, full of leaks inside and out and unsafe. Would you like to see the pictures and videos again or speak with the 5 eye witnesses?  The RV was returned in better condition than I received and with a full tank of fuel. It only had 3/4 tank on pickup. Im not sure what the issue is.  Who do we talk to next. This is going nowhere. I cant even get the money thats due to me let alone the refund Im requesting.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an ** from the ***********, ** location from 1/11/2024 through 1/15/2024. When arriving at the first campsite it was clear the ** had numerous issues. There was no heat in below freezing weather. The fuse box that controlled the refrigerator, freezer, microwave, and all onboard power outlets was not working. I called the 1800 number provided where the help desk employee walked me through all possible trouble shooting and it was determined none of those items worked. I was then instructed by the helpdesk employee to turn on the generator and see if that made a difference, it did not. It was then determined there was no option for a service center close by and we would be without heat or working appliances for the duration of the rental. After the rental was returned, I tried to work with *************************** out of the ************** to come to a compromise to be reimbursed due to all the noted issues. ****** offered a gift certificate. When I expressed that a gift certificate is not the method of refund I wanted he stated he was unable to provide a refund back to the card. I supplied proof from other BBB complaints that refunds back to the card are indeed an option and he told me he would not be issuing it and to file a formal complaint with BBB. See attached email chain. These issues were not the fault of me as the renter and therefore I should not be charged the full price for the rental. These items (heater, refrigerator, freezer, microwave, and outlets) were part of the advertised ** were unusable and unfixable during my rental period and I am requesting compensation for that. I am agreeing to the $250 amount (for the unusable heater, refrigerator, freezer, microwave, and outlets) and $3.50 for the improper generator charge for a total of $253.50 to be refunded back to the file. I am highly disappointed with the customer service as I have been in contact with a member of Cruise America daily since my return to try to resolve this privately.

  

  Business response

  01/30/2024

  Hello,
  
  We apologized that the customer encountered these issues during their trip. After reviewing ********* claim, *** reached out to the Dealer locations where ******** picked up and returned the *** The representative at our Albuquerque Dealer was able to have their certified mechanic checked the ** that ******** rented and found no issues with the electrical system in the ***Per our Travelers Assistance log and call, the Travelers Assistance agent did advise to purchase a cooler and ice and keep receipts for reimbursement at the time of drop-off, since the refrigerator wasnt working during the time of troubleshooting. As I have spoken with ******** via email, we are willing to offer a credit of the generator usage of $3.50 and a Gift Certificate of $250.00. This was our second offer and will remain as our full and final offer, it will be open indefinitely incase ******** would like to redeem it in a later time. I will reach out to ******** via email to reiterate our offer.

  Thank you,

  ******

   

  Customer response

  01/30/2024

  As discussed with ******, i am agreeable to the amount of the refund but the method is what is being discussed. I see on numerous other replies through the BBB that refunds to the card are available and that is all that i am seeking.

  The services that were advertised were not in proper working condition for the duration of the rental with no service center around and therefore the overall price should be reflective of that.

  I am not seeking reimbursement for the goods purchased to handle the broken **, i am asking for the money to be refunded back to the card for the portions of the ** that were unusable even though the original agreement said they would be in working condition. 

  

  Business response

  01/31/2024

  Hello,
  
  As discussed with ********, we had the motorhome inspected by a certified mechanic that all appliances and outlets were working properly. As explained, we are willing to remove the generator usage fee since our Travelers Assistance asked to turn it on for troubleshooting. We have tried to explain to that we compensate accordingly from our contract and other customers have different scenarios as hers. She acknowledged our Terms and Conditions of the contract when renting an RV with Cruise America. We have made a couple offers with a Gift Certificate and will also remove the generator cost, but this be our full and final offer. This will remain open indefinitely incase she would like to redeem it in a later time.
  
  Thank you,
  ******

  Customer response

  02/01/2024

  The rental agreement and the advertised ** did not mention that numerous items within the camper would not be in proper working condition and would be unfixable during the rental. Providing a credit for future use does not justify the price paid for what should have been a fully working unit. I signed and agreed to the contract prior to the awareness of the broken items. The overall price (after the refund of $253.50) is acceptable for what parts of the ** were in proper working condition for the duration of the rental.

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, we hired an ** from cruise America in October 24. There was a number of issues with the ** during the time we had it with the main one being an issue with the grey water pipe which left us unable to use the shower and a distinct smell throughout the ** for our entire trip. This resulted in us having to go 3 days unable to shower at all as we were away from public facilities then, and myself having to try to sleep on the ground outside due to the smell being so bad. Cruise America have accepted in writing this is unacceptable and have made a settlement offer of $200USD ****** and a $300 cruise America voucher. I have explained to them that the voucher is of no value to us as we will not be travelling there again and asked that the settled be $500usd as opposed to split between ****** and voucher. They are refusing to do this and stating their policy is they do not offer more than $200Usd ******s. I disagree that they get to determine what their max ****** amount is. The amount ******ed should be commensurate with the issues experienced and the impact on the service which in our case was significant. The contact Ive been dealing with at cruise said in writing they agree more than 200 is reasonable and they would if they could, but their policy wont allow.I am not asking for anymore than what theyve already offered, Im just asking its in a form thats useful to us which is ******, not voucher. Im seeking your assistance to resolve this matter please. I can be contacted on the email provided. Thank you in advance. ***

  

  Business response

  01/29/2024

  Hello,
  
  We apologized that the customer encountered these issues during his trip. After reviewing our Travelers Assistance log and calls, customer called in once only regarding the refrigerator not working. Travelers Assistance agent emailed over a N-Codetroubleshooting steps for it, while the agent started to search for a nearby service. Travelers Assistance agent made several attempts to call the customer but no response and no update from the customer. Our Travelers Assistance were never made aware of any smell and/or grey water pipe issues from the first call from the customer, only the refrigerator. This gives us no chance to be able to assist the customer specifically for these issues during their 11 days on the trip. The agent from Customer Relations did mention that the Gift Certificate is an optional to accept, but the $200.00USD will be our full and final offer.This is not per our policy in Cruise America, this was a decision as a team that is a reasonable offer for this customer. I will reach out to the customer via email to reiterate the offer. 

  Thank you,

  ******

  Customer response

  01/29/2024

  Just because the issue with the smell was not raised on the phone does not mean it was not raised with CA. We raised it at the depot pick up. The ** was filthy on our first inspection and we had to ask them to clean it before we took it. We were told that the smell would dissipate over time and to get some sewer treatment tablets to flush through the system (which we did at our own cost). Given we were told by the depot it would slowly disappear we thought the issue was solved and therefore didn't need to raise it. The issue is it didn't dissipate over time, in fact it got worse, and by that stage we were in the desert and had no access to phone or internet.

  We raised again on our return to the depot where they were extremely apologetic. they confirmed the issue must've been greater than they first thought and advised us to take photographic evidence of the issue (ie. pooling water in the shower), which we did. They advised they could offer us $200USD on the spot but that we should take it up with complaints as our issues deserved more and they were capped at $200USD, which we did.

  I dispute the company's response that the $200USD isn't policy driven, I have it in writing from them numerous times that it is. if they are now saying it's not, then that is disingenuous at best, and flat out lying at worst.

  I rarely if ever complain about service, i consider myself to be a very reasonable person. but this experience was absolutely terrible.

  Given the company's inability to negotiate reasonably, I'd like some advice please from BBB as to my next causes of action to resolve this issue., if legal action is required then that is what I will pursue.

  Thanks,

  Ben
  

  

  Business response

  01/30/2024

  Hello,
  
  We have made a reasonable offer that aligns with our contract that *** has acknowledged at the time of pickup. We believe our offer of the credit amount and sizable Gift Certificate is well in reasonable and this would be our full and final offer, it will remain open indefinitely incase he would like to redeem it in a later time. 

  Thank you,

  ******

*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. ↩