ComplaintsforAmerican Recovery Service

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I retrieved my vehicle from the ******** location yesterday, and my vehicle was damaged. As per your agent that I spoke with she stated as of April 4 at 8:37 a license plate scan was done showing the vehicle was damaged, she also stated the vehicle was damaged upon recovery. I have proof that is a lie, I had my vehicle detailed on June 12,2024 at 12:34 pm showing there was no damage to my vehicle. For your convenience, I have enclosed the video proof showing your company is lying. My vehicle grill is broken off and your company stated I did that which is untrue. I would like my damage fixed immediately. Your driver also made the statement " I don't know why they would put your windshield wiper inside the hood of your car "Not sure what pictures you're looking at in your office, but here is my video proof that you're being dishonest. When I got to your tow lot , the police were there along with the detective and your office was in a fluster, i had no idea my vehicle was damaged because I was rushed off the property while an investigation was being handled by the police.

  

  Business response

  07/15/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  After a review of the account and issue, our ***************** had no record of a received issue in this matter, they are reaching out to the consumer for follow up.

  Customer response

  07/15/2024

  I am rejecting this response because:

  date of repossession 7.25.2024

  verified via telephone with representative at ************ at 4:43 was suggested to file a complaint on their company site *******************************************

  tow company  (ATLANTIC RECOVERY)

  REPOED FROM BELLOWS WAY 

  TOW COST $425.00 

  VIN 335994

  OWNER AS FOLLOWS 

  *************************
  Senior Vice ************************ Standards
  Patrick K. Willis Company, Inc.
  American Recovery Service & Skipbusters
  Office: ************ x 3716
  Direct: ************
  Fax: ************
  Email: ********************************

  
  

  

  Business response

  07/29/2024

  The Consumer contacted ARSs ***************** and requested a review of the damage claim.  After an internal review of all related information was completed, it was determined that the damage was pre-existing and the consumers claim could not be substantiated.  In the even the consumer wishes to revisit the claim, we encourage them to contact the ***************** at ************.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue all occurred on 6/28/24 I processed a payment to have my vehicle released through ******** capital of $2,230.83 to reinstate my loan . I paid the amount @1:30 central time with my debit card . So the payment went through right away with******** capital ok? No problem . My loan company sent in the email to let ARS (American Recovery services) that is a middle man within this repossession process and their phone number is ************ to prove my point which was provided by my loan company who is very nice (******** capital) . Anyways ARS representative did not send in the form to the towing company ASSETS BIZ CORP towing company ************ . So I was sent on a run around for 4 hours telling me it will take 30 to 1 hour for the towing company to receive the email of release . Every time I called the towing company they see nothing to release my car by this time the towing company is closed and now I cant get my car until Monday July 1st 2024! ARS Representatives talk too fast on the phone they cut you off and there is no excuse their delivery is unprofessional and I am someone in sales and know about customer ********************** . Fix your delivery ARS peoples vehicles are part of their lives! There really is no excuse why the proper information was not delivered properly and now I have to wait a whole 2 days in a world of inflation . You dont know my story and I dont care at all . When you answer the phone slow down so people can understand you and just do your job . Its not your place to Harbor someones possession longer then need be . By the way this process took 4 hours to resolve! And still no car hopefully Monday .

  

  Business response

  07/01/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  A review of the account shows that the vehicle release was received from the lender at 3:05PM PST, was processed and provided to the Recovery Agency at 3:12PM PST on 6/28/2024.  We appreciate the feedback of the consumer's concerns with our staff's telephone communications, we will review the matter internally for improvement opportunities. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Statement detailing complaint On January 31,2024 tow company was trying to tow my car and had my car on the lift after telling the tow company that it was a mistake and to call global lending company to verify the tow company driver seem mad and let my car down . While letting my car down driver intentionally cut my radiator hose and fluid was leaking out my car. I call a repair place and had my car tow to be fixed which cost me to miss a days worth of work and repair cost.

  

  Business response

  04/24/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies,and other lenders, we do not directly perform any physical repossession.Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective.In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.
  
  The Consumer contacted the *** internal ********************************* and requested a review of property damage claim request. After an internal investigation of all related information was completed, it was determined that the consumer claim was not substantiated.  In the event the consumer wishes to revisit this claim, we encourage them to contact our ***************** at ************.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had my vehicle repossessed and getting it back was a nightmare. These people failed to send the proper documentation to the company and I not only lost time from work going for nothing but when I tried to call them and the tow truck company they hung up the phone claiming they would be unable to do a 3 way call because that is against the law.

  

  Business response

  04/15/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies,and other lenders, we do not directly perform any physical repossession.Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective.In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.
  
  Upon review of the issue and account, it appears that the customer was able to complete the redemption of their vehicle.  Due to privacy laws our representatives are restricted from divulging information to a non-authorized third party.  We appreciate the opportunity to review our practices and improve our quality of service.  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repossessed by this company and the messed up my vehicle they damaged my oil pan and my oil filter housing the also put a whole in the bottom frame of my car and scratches across the bottom paint I filled the complaint and got my proof and evidence how this was caused by the tow I was speaking back in forth with **** who is the only person as they say they have that runs there entire claims department to say they not responsible but in the same conversation says how in the videos your clearly see my car was not leaking any oil they dragged my car from in the city 30 min to middle river them put my car on a dirt lot and even when I tried to get my vehicle I called and made and appointment when I Arrived they said I didnt have an appointment they was not trying to release my car but I was not leaving without my vehicle they knew they damaged my vehicle I have 2 different estimates from 2 different mechanics shops and the both determined it was dont by them hooking my car I asked to speak to **** manager now he want answers the phone I spoke to the company in middle river and the manager from there hasnt called back either but when I talked to the man from the company while **** was on the phone he said he doesnt deny the claims

  

  Business response

  03/20/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.
  

  ARS's ********************************* engaged with the customer and after a detailed review of photographic and video evidence was performed and a interview with the agent was conducted, it was determined that there was not sufficient evidence to conclude that this issue was caused by the repossession.  Should the consumer wish to revisit the matter, please contact our ***************** at ************.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company repossessed a vehicle of ***********************, titled to *********************** since 12/14/23, no liens, they refuse to return vehicle, this grand theft.The attitudes at ARS are the worst, a butcher treats meat with more respect. We need our vehicle back, ***** admitted to their mistake this morning, this is Grand Theft in taking a car without paying for it, they did not check DMV to verify if it had a lien, Help we need our vehicle back, in the interim we will be filing a police police report

  

  Business response

  02/22/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization, we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  We appreciate the opportunity to assist the consumer with this issue, the account notes indicate that the vehicle has been returned to the consumer at the direction of the lien holder on file.       

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have trying to get this company to release my car that was repossessed, my lending company has sent them multiple request to reopen my account, so I can get my car back. They have FAILED to help, I feel that I'm just getting the run around and they are costing my job. The tow company who has my car just needs to hear from them so they can release my car, so I can pick it up. And I feel that this company should pay the tow company the fee that I will be charged in order to get my car out.

  

  Business response

  02/18/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  We appreciate the opportunity to assist the consumer with this issue, the account notes indicate that the consumer has already redeemed their vehicle.  The consumer's contact information and account notes have been sent to our ********************** team for follow up to verify that the process has been completed.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My is*** with American Recovery is in no form for monetary gain, but solely based on how they tend to treat their customers. It is obvious that the staff has no sincere concern for the problems that they create. My car went into the repair shop for damages done to the back passenger side of the vehicle from a previous accident that occurred earlier this year. While I was consistently paying the car note balance each month, I was unable to fulfill the entirely of the repair costs once the vehicle was repaired. Therefore, my vehicle was repossessed and American Recovery was the company responsible for the transportation via tow. When I finally recovered my vehicle (11/14/23), the ENTIRE front bumper was GONE! Which was how the auction received the vehicle. Not only was the bumper fully extracted from the vehicle, but the entire front bumper was placed within the vehicle. It was laid out as a sleeping passenger-- covering the front passenger seat and majority of the back seat. I spoke with every location where my car was transported and received photos as well. The bumper was VERY much intact when it left the initial facility, which was the repair shop. There was proof of these photos submitted to *************************, who is the Senior Vice President of Professional Standards. Unfortunately, ************************* himself has no standards at all. He was very condescending with each phone call and he was very eager to rush me off the phone. Even with the proof of the pictures emailed to him of my bumper being COMPLETELY intact, he still tried to put the blame on me and stated that my car was prior damaged and how they aren't responsible for future damages that occurred to the vehicle. Of course American Recovery did not take accountability. As it seems they never do based on recent complaints that I've seen. I would hate to have to *** the company, but ************************* suggested that this is the best option. So American Recovery can thank him for when they're taken to court.

  

  Business response

  12/05/2023

  Thank you for your concern. ARS takes great pride in our detailed claims and complaints process. This matter was addressed through our claims department and a determination of preexisting damage was found to be the case. The grainy black and white pictures provided from the repair shop do show the preexisting damage and separation of the bumper from the front grill. Color photos were requested but not provided. 
  

  Should you have additional information to support your claim please reengage with our claims department at your earliest convenience.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have been attempting again to collect a debt that has been filed as an identity theft compliant to the ******* Attorney General and the **** This all started back in 2010 even though they have re-dated the debt to 2015 per their call and message they left with my son. They scam and defraud people out of money and should be put out of business. This is the fourth collection agency that has attempted to collect this fraudulent debt.

  

  Business response

  11/10/2023

  Thank you for your concerns. ARS is a repossession management company and we do not participate in any debt collections activities. Unfortunately our name is very similar to that of another organization who performs collections activities. Please address your concerns to the appropriate organization for resolution. 
  Thank you again.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a title loan at ******************* using my Lexus. It was repod on 11/21/22. I gave OMF 5022.20$ cash in full. I was given the info to call American Recovery Service & then to call ***** Collateral Adjusters. On 11/29/22, at TCA a woman asked me to sign on her CELL phone. I asked what & why? She said twice (one of my friends asked as well) it was just so she could drive my car to me. I had 2 ppl w/ me. As she was coming out the gate we immediately noticed damage to the front & both bumpers were hanging. Upon inspection there was NOT ONE SIDE that hadnt been hit/damaged. Appearing nervous, she brought us a damage form to fill out. She said that a *******, would call me ASAP. No one has EVER called me from TCA. They have an F rating on this BBB site w/ complaints & not one answered. I drove directly to ************. Just from driving over there, both bumpers were completely hanging & the front left headlight was unstable for use. The damage to fix my vehicle is over 18,000$To add insult to injury, 5 pieces of personal property were taken & are 3,289.99$ w/o tax to replace. I had to call ****************** & at the end of week 2, M. W., w/the **************** of ************* at OMF called. She stated that I would hear from ARS soon.*****, Senior VP of Professional Standards for ARS, called me. He requested my ************* provided immediately. 3rd week- I kept asking **** and was finally told that TCA denies any/all damage. However, they offered an after-market rear bumper at their shop. **** stated that they HANDED me all my property. NEVER was I given ANY type of document to sign other than the damage form.TCA emailed me FORMS ALL STATING THAT THERE IS NO DAMAGE TO MY PROPERTY, THAT ALL MY PERSONAL PROPERTY HAS BEEN GIVEN BACK, THAT THERE WERE PHOTOS OF MY VEHICLE AT INTAKE, ALL THE EXISTING DAMAGE WAS DOCUMENTED & THAT I HAD PERSONALLY INSPECTED MY ***************** OFF ON IT- all created and forged to appear that I signed these.

  

  Business response

  10/29/2023

  This claim was assessed and our claims department attempted to resolve in good faith. Please contact our claims department if you would like to revisit the matter. 

  Customer response

  10/29/2023

  I am rejecting this response because:

  They absolutely did not take any responsibility and in fact insulted me in several ways. Being fully honest and transparent, I disclosed that a small area of my front bumper was damaged.  ************************* at ARS, then tried to turn my words on me.  He stated that I said this area of damage that I disclosed, was from an accident and thats explained all of the front damage.  There has never been an accident with my Lexus.  Run a vehicle check.  He also stated that they didnt have keys therefor could not get inside my vehicle. Not true, they did in fact get inside my vehicle.  My drivers side window whistles and doesnt seal correctly anymore.  The glove compartment was completely rummaged through.  The 5 personal items were in there, hidden on the bottom left side.  I had two brown suede pouches with the items.  They left one of the pouches empty and took the 5 items and one of the carrier pouches.  

  In regards to them stating they tied to resolve this horrendous travesty of justice, in good faith, I absolutely dont accept.  Keep in mind that TCA, still to this day, has NEVER contacted me. Apparently they communicated with ************************* at ARS, and offered to replace my back bumper with an after market piece at a shop of their choice.  This in no world I know of, is a resolution to the damage caused to ever side of my vehicle and to the theft of my personal property.  I repeatedly begged for the photos they stated they had of my vehicle at intake and there was NONE. There was no form for my vehicles condition.  The forged *** criminal documents they sent me via email, were for a JEEP Compass belonging to ***********************, whos grandson was also a witness to the fraudulent business transactions and to the shock of the condition of my vehicle when TCAs female employee drove it through the gates. 
  I have supplied evidence over and over.  My vehicles bumpers have been TAPED and ZIP-TIED ever since all this reckless damage occurred.  Its not driven unless absolutely necessary.  It has been taped over and over in hopes of keeping it together.  I supplied TCA with the form of all the damage that was visible.  Im sure they have since created a form for my vehicle stating damage exactly as I reported.  Keep in mind that I was NEVER presented with ANY DOCUMENTS relating to the condition of my vehicle OR my personal property.  The four documents I was emailed AFTER are so obviously CRIMINALLY FORGED to try and cover up their disgusting reckless actions, damage & theft.  I have reported FORGERY to ************************************ and to the FEDERAL TRADE COMMISSION, CFPB, and the ***** *************************  Forgery, Fraud in the Execution of Documents and Intent to Deceive are all crimes.  I asked over and over for ************************* at ARS to supply me with documents relating to my case and vehicle.  He denied and would not send me anything, stating that he didnt have to. I can and will provide proof of everything I have stated as true. This injustice occurred just shy of a YEAR ago and I have spent countless hours and hours of my time, dealing with the theft and destruction of my Lexus while in the hands of ARS and TCA. NEVER was I presented with any document regarding my case. I certainly WOULD NOT have signed a document stating that I had the opportunity and time to inspect my vehicle and/or personal property.  Its not even possible.  TCA does not ALLOW anyone into their gates and/or property.  TCA is running an illegal Vehicle Storage Facility which has been reported to the **** & currently in the hands of a prosecutor.  ************************* was supplied, by me, with so many documents showing that there partner, TCA, was not an honest company and in fact, has been in Forfeiture status more than once.  He tried to tell me that what I sent him wasnt for TCA. Not true. I have this information documented by the ***** Secretary of State.  ARS just doesnt want to take responsibility for hiring a company that is completely reckless and commits criminal acts. I imagine that not many people are able to pay cash to retrieve their property and these companies know this and take total advantage of consumers. The horrendous damage and theft that occurred while in the hands of TCA & ARS is unconscionable.  
  

  
  

  

  Business response

  10/31/2023

  While we understand the repossession and redemption process can at times be contentious, we pride ourselves in performing thorough claims assessments and work to ensure fair and equitable outcomes. Should you desire to revisit the claims process please feel free to reengage with **************** and his team. 

  Customer response

  11/01/2023

  I am rejecting this response because:

  While ARSs response here may have the appearance of sincerity, I am not hearing it this way. American Recovery Service and ************************* had over a month to dive in and research my case. I provided them with over a hundred photos, documents from the Secretary of State- *****, documents and complaints about the company they hired that caused the alarming damage to my vehicle. I spent hours on this.  They chose to deny my claim and take the word of criminals, who so obviously forged many documents to try and cover up their negligence and theft. Charges of forgery are currently being pressed in this case. **************** has been on literally close to a hundred emails with me pleading with him/ARS to actively investigate the destruction of my vehicle instead of just telling me that, hes sorry that I am frustrated with their determination in respect to the determination of my claim. He told me that their process is designed to review all the physical evidence associated with the recovery and the allegations in order to verify the validity of my claim.  There is no physical evidence on their side.  There are no intake photos and there was never a document on any preexisting damage to my vehicle. Because there wasnt any. They at ARS, knew this. ******/ARS denied my request to see any such forms and/or photos. If there is said document now at this time, it has been manufactured with the damage report I filled out and gave them. ************************* and his team are well aware of my claim and have never once reached back out to remedy not one thing. They just wanted this to go away. He also very well knows that I did not accept their determination and was sent even more factual items and they were just ignored. If ************************* and his team would like to reach out to me, they may do so here and/or my contact information, which they most definitely have. I want action.  Its been almost a year and I have been completely overwhelmed and distressed with this chain of events. I have provided the BBB with clear photos of the state of my vehicle upon picking it up as well as photos of the progression of what this damage did and looks like. Its ridiculous to imply that my vehicle already had all this heinous damage before ARS hired ***** Collateral Adjusters to do their ***** recovery. 

  Customer response

  11/03/2023

  I am rejecting this response because: Good Morning, I received your response to the case. I just wanted to let you that I have reached out to ************************* and his team over and over and over.. I again started reaching out as of October 13, 2023. I havent heard a peep from ************************* or anyone from American Recovery Service. I believe they tell the BBB that they have tried to solve this issue by saying if Id like to contact them to revisit the claim, I should do so. Just for the record, since October 13, ************************* at American Recovery Service has received approximately 23 emails from me. I have not heard from him ONCE since *** sent them. I provided him and his team even more concrete evidence. I sent 17 folders loaded with photos, evidence, a police report and information from a couple of different departments within the **************. ******* comment stating something about how repossessions are unfortunately a source of contention. In my case, the repossession was not contentious for me by any means. I completely understood that my vehicle was recovered because I didnt fulfill my payment schedule as promised. However, the very day I was told the amount I owed, I paid in full and in cash. I understand business. I wasnt upset or angry regarding the repossession itself, I was horrified of the condition of my vehicle when we went to retrieve it as the vehicle was driven out of the gates by the storage facility employee. This entire last year has been a very difficult burden for me and has caused me immense distress. Its simply so wrong and I feel completely violated.
  
  Best,
  ***********************;    
  

*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. ↩