ComplaintsforGlobus Family of Brands

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, ***************************** , used globus to travel to ******. My number was ******. As I left on June 18 to return home to *** when I left the transfer *** my suitcase was missing. I called the Hotel and asked where my suitcase was. They looked and found it in my room 632. I talked to a man who said his name was ******. He was the person who told me that the suitcase had been found in my room 632. I would like my suitcase back. Please see if you can find it and send it to me. I have my clothes and things that I bought there. My suitcase is blue with a red viking name and address tag I would really appreciate it

  

  Business response

  06/18/2024

  Hello ******************,

  Thank you for taking the time to contact us regarding your lost luggage.  We were sorry to learn that it was left behind in ****** at the hotel. We would be happy to work with you in order to assist with the return of your items.  Please email us at ************************************************************** or call us at ************.

  Kind Regards,

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/7/23, this was forwarded to them that American Airlines gave a credit to Globus for tickets (************* and *************) that they purchased for me were refunded and I have been waiting for this refund to be sent to me. I sent Globus an additional email 2 weeks ago with no response, so I want the funds sent to me.

  

  Business response

  02/06/2024

  Hello, 

  Please find our response attached.

   Have a great day. 

  Best Regards, 

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

  Guest Resolutions 

  Customer response

  02/07/2024

   
  Complaint: 21207625
  
  I am rejecting this response because:

  I haven't received a refund for our flight from ************ to *******.  We received a refund from ****** to ************, but we live near *******.

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

  

  Business response

  02/15/2024

  Hello, 

  Please find our response attached. 

  Have a great day. 

   

  Best Regards, 

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

  Guest Resolutions 

  Customer response

  02/15/2024

   
  Complaint: 21207625
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Folks:On or about October 6,2023, I reserved a tour with Globus. Without confirming,they took a deposit of $550.00.I am retired and on a fixed income. But it was an outstanding deal.Unfortunately, the next day or so, Globus informed me that the tour was SOLD OUT.I was offered alternative dates, but I was not interested or not able to pursue the alternative dates. Also, the alternative dates were at a higher price.This was an unacceptable 'bait and switch' and I refused their offer.Later I received a notification about a change in flights. When I inquired about the flights, I was told that the tour was not sold out.So, THEY cancelled my reservation and refused to submit a credit.I am disputing this transaction because THEY SAID IT WAS SOLD OUT!The deposit amount was substantial and the business practice unaccepatble.I am including a copy of the email exchange which documents the fact that the tour was sold out.Please issue me a credit for $550.00 to this credit card:Credit Card ******************* Date of Transaction: 10/5/2023 Merchant: Globustours Select Somcerely,*************************** *********************************************************************

  

  Business response

  01/03/2024

  Hello ******,

  I was asked to review your concerns regarding the deposit of $550.00 against tour #*** *****.

  This reservation was booked online by yourself, on October 5, 2023. The deposit of $550.00 was made by you with your credit card ending in **** on October 5, 2023. 

  The invoice number of ****** was your confirmation that the tour was indeed confirmed. A Travel Packet was emailed, along with a receipt of the deposit.

  Your PDF#2 was a quote from Globus emailed to you October 7, 2023, at which time you were informed the January 21, ****, tour was now sold out. As of October 7, 2023, the tour was sold out. Your booking was made on October 5, 2023, when in all probability you may have booked the last seat or close to it.

  Re: Website Request from: Globus Get A Quote #********
  Turkey
  ******************************************************************
  Sat, Oct 7, 4:52?pm

  The Globus system is not capable of issuing an invoice and accepting payments on a sold-out tour. 

  I see you called several times and spoke to several Globus Vacation Planners about your concerns. Our Vacation Planners did try to assist you and explained your seat on the *** ***** was confirmed and under deposit. When that email quote from October 7, 2023, was sent to you, that Globus Vacation Planner had no knowledge of your already confirmed seat on *** *****. 

  I am sorry you made the personal decision to voluntarily cancel your Turkish Escape. Per the Globus Terms and Conditions, deposits are nonrefundable. However, the land deposit for one person is $250.00, not $550.00. As a Goodwill gesture, I will refund your credit card $250.00. You may expect to see the refund within 4 weeks from now.

  Thank you for your kind attention. Wishing you and yours a wonderful New Year.

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

  Guest Resolution Specialist.

  Globus Family of Brands

   

  Customer response

  01/03/2024

   
  Complaint: 21086797
  
  I am rejecting this response because:  their response admits that the service provider told me it was sold out.   They are admitting blame but still want $300 for their error. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 26, 2023 I wrote about an excursion to Mt. Fuji:"... we think that Globus' description was incomplete at best and deceptive at worst.The information from Globus said that it was a "full day sightseeing excursion". We understood that Mount Fuji was not right next to ***** and that some of the time would be transit. However, we assumed that a significant part of the **** hours would be at Mount Fuji... there was a total of 30 minutes at Mount Fuji. The other sightseeing part was a little over an hour at ****** (15 minutes on a boat and 50 minutes taking a cable car up to an observation area). In total, under 2 hours of sightseeing over an **** hour day... very few people went back to *****... this excursion was not a good use of the limited time we have in *****, and certainly not worth the $229 per person the we paid for it. Please pass this on to Globus along with a request for a refund."On October 28, I added:"While it is a smaller matter, Globus was supposed to provide us with bus/subway passes that we can use on days that we are on our own. They said that they don't have them available (for reasons that are not clear to me). We spent about ***** yen on subways today and will probably have to spend something similar on our free day in *****. While this is not a great deal of money, we believe that we should not have to pay for something that we already paid Globus for (at least it didn't cost us a day of our time in ***** as the ill-fated excursion to Mount Fuji did.Please let me know when you reach out to Globus and again when you hear back from them)."My travel agent responded that he already passed on my complaint to Globus and that they said it would take 4-6 weeks for them to get back to me. He also suggested that I reach out directly to them which I did. So far, the only thing I have heard is that they are busy processing other people's complaints

  

  Business response

  12/23/2023

  Hello, 

  Please find our response attached. 

  Have a great day. 

   

  Best Regards, 

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

  Guest Resolutions 

   

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Morning. I booked a tour with Globus for a specific date and then my wife was laid off. It was before the final payment was due, so you can pay a small penalty and move the date or the funds you have already paid to another trip. I went ahead and moved the trip a year out. Before the next trip came around and before the final payment was due, my wife was laid off AGAIN. I accepted the penalty again and moved the trip again. My wife and I both work in mortgage and it's a very volatile industry right now. This final time, the date came around and because my wife started yet another new job in mortgage, we could not go on the date booked. When I went to contact Globus to move it out to when she did get vacation, they advised me I was 3 days past the final payment date and they would not extend the date any longer, stating they had already made 2 courtesy moves. Those moves were not a courtesy. It states that as long as the final payment isn't due yet, you can move as needed. When I asked for a courtesy and to be able to reschedule so I did not lose $1500 I had already paid, they would not work with me. $1500 is a lot of money to lose. I have taken 2 other trips with Globus with no issue and no reschedules. I cannot help the market for mortgages is struggling so much. I just Globus to allow me to use the funds towards a different date, I was not asking for a refund.

  

  Business response

  12/20/2023

  Hello, 

  Please find our response attached. 

  Have a great day. 

  Best Regards 

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

  Guest Resolutions 

  Customer response

  12/21/2023

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My booking number was #****** and recently I was forced to cancel my trip after being lied to multiple times. This would have been my 7th trip with globus. I even tried to speak to a manager but was told they aren't allowed to talk to customers until mid afternoon (whatever that means). I was hung up on by the representative after being placed on multiple 20 minute holds. After reading reviews on here their employees have a history of lying and changing people's trips to earn higher commissions.

  Customer response

  11/17/2023

  The employee refused to let me speak to anyone else. She basically held me hostage on her phone and the only option was to hang up or let her get the commission for signing me up. She lied multiple times on the phone call and she refused to let me speak to anyone else because she knew she lied. With the way she colluded with the manager has to be inappropriate. The supervisor was standing right there listening but was supposedly too busy to actually speak. 

  

  Business response

  11/29/2023

  To Whom It May ***************************** are so sorry that ***************************** found the Globus family of brands to be untrustworthy in his dealings with us. All we have to go on is the notes that our reservation agents made in our system, during his booking process. It seems on October 23, 2023 ****** wanted to transfer his tour for an HD tour on 4/20/2024 and/or 4/26/2025, but kept looking before transferring.  Never did transfer but they did cancel his air per his request.  On October 31, 2023 ****** called in again and wanted to transfer his tour for a HD ***** tour.  The reservation agent did a quote for him, but it was a bit more than what was on their current booking of #******.  The reservation agent sent the quote over for ****** to review.  On November 6, ********* (traveling companion) transferred other tour to this tour MA ***** with one prenight.  It was transferred from KGM 40301.  On November 16, ****** called and was very upset and wanted to cancel.  He wanted to speak to a manager, but they were in a meeting, and he told the agent she pathetic and did not want to speak to her.  He did end up cancelling the tour and they gave him an exception and cancelled them with "0" penalty.  We refunded their credit card on November 16 for the full amount they paid of $1,678 to their card ending in 2610. 

  Thank you,

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

  Guest Resolutions

  Customer response

  11/29/2023

  This is a flat out lie. She said they were understaffed and only had one manager and she refused to speak to me. Once again you don't have to believe me but they have access to the calls and they know what was said. These people wasted hours of my time and my complaint sound a lot like their other ones. 

  Customer response

  11/29/2023

  Also they conveniently don't mention that we told the representative multiple times that we wanted airfare and she just wanted ** off the phone. They still can't keep their story straight because they are lying. 

  Customer response

  11/29/2023

   
  Complaint: 20880493
  
  I am rejecting this response because: They are still lying. They sent me a response with the amount of times I called. That doesn't prove anything and it doesn't sound like they are disputing my series of events. I would also like to say that when I called their employee pathetic I was referencing her work ethic and she left me on hold for ***** and came back to say, "are you ready to book your air with me?" She wouldn't transfer me back in the queue because she was so scared I would tell what she did. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a tour of ***** in December. I have been wanting to go for a very long time. I booked this tour through Affordable Tours and the tour company is Globus, who I have used before. I have been watching the violence in *************** with growing trepidation and after two tourists were shot dead in ***** last week I decided to cancel. However, because *** made the final payment Globus is saying I cant transfer the money to a different Globus tour or be refunded. If I cancel now, I will lose half of what I paid and if I wait further I will lose it all. I have travel insurance that doesnt cover this reason. I think its pretty sick Globus wont even let me transfer the money I paid to another tour to a different location. They need to refund peoples money who are concerned about trips where violence may be encountered in ***************.

  

  Business response

  10/24/2023

  Please note that the tour is still scheduled to Operate as we are still Operating ***** tours currently and per our terms and conditions, deposits are non-refundable. It should be noted that ************** did not elect to purchase Travel protection which would have allowed cancel for any reason to receive a credit.

  We will be reaching out to ****************** travel agent to discuss a possible solution. Please have her contact her agent for further information. 

  Best Regards, 

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

  Manger of Guest Resolutions

• Initial Complaint

  10/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a cruise package from Avalon Waterways, a member of the Globus Family of Brands on May 17/23. Record locator number is ZYYIOW, reference number 983313.We became ill just prior to embarkation and were refused entry on the ship. We were part of a large group of 20+ people, all of whom were permitted to proceed with the cruise, and subsequently became sick themselves. We were treated as an exception and were the only ones left behind. We were left to make our own way home with no assistance whatsoever from any source and bear the additional expense of hotels and return airfare. We have not received any compensation for the cruise, or additional return travel expenses. We simply request reimbursement for the cruise which we were denied entry of $12862.00 CDN dollars and costs associated with hotel accomodations and return flights, totaling $3033 Euros

  

  Business response

  10/24/2023

  Dear BBB Accreditation Team,

  
  Thank you for taking the time to email us regarding our guests recent Avalon experience, we always appreciate the opportunity to respond.

  
  We are sorry to learn Mr. ***** ********************* tested positive for COVID prior to embarkation. We regret that with the contact information provided in their documentation, including the letter provided in destination, that we were not advised in our North ************** *********************** that they needed further assistance. We could have further assisted and supported Mr. ************************** while in destination. 

  
  Regrettably, at no time did we receive any information that guests were staying in ********* and reached out for further support.  The first time we heard about their issues was when we were advised on October 9, 2023, that the agent emailed to advise that they bought their own return flights and that our reserved flights should be cancelled. 

  
  It is our policy for the health and safety of all our tour members that if a guest tests COVID positive they will leave the tour for 5 days.  We make every effort to secure extra nights at the hotel for any required quarantine time away from the tour.  While we understand that restrictions may have loosened, it would not be prudent to have guests continue with the tour having tested positive. Please see below the Covid specific information included as part of the Guest Acknowledgment Form completed by the passengers on September 9, 2023:

  
  g. You are aware that you are required to complete a Health Questionnaire prior to participating on services with ************ which will include confirmation that you have not been diagnosed with COVID-19 in the past 21 days, and you have not had symptoms of COVID-19 in the past 14 days, and have not been in contact with someone with COVID-19 in the past 14 days. You are also aware that you will not be allowed on any services offered by *********** if showing symptoms of COVID-19 upon arrival.

  
  With regards to refunds for the trip interruption whether due to COVID or other medical reasons we do not offer a refund and encourage guests prior to departure to travel with travel insurance. 

  
  We understand how this has tremendously impacted them; we sincerely regret that they were unable to enjoy the tour.  We hope to welcome them back on tour in the future under more normal circumstances.
  
  Kind Regards,

  Customer response

  10/29/2023

  Given the way we were treated by the travel agent who organized our Avalon cruise, we are disappointed but not surprised by your response to our claim.Just for your information, we visited a Doctor in ********* who assured us that there were no travel restrictions for COVID in *******. He also stated that PCR testing sites were  mostly closed down and was not able to tell us where we might find one. We also have a testimonial from a passenger on the cruise, stating that there were a number of individuals on the cruise, including the travel agent , ***********************, who isolated in their cabins with COVID after boarding. Why were we treated as lepers and others were not is a mystery. If you are going to have a COVID policy that is at odds with the country and the airlines delivering your guests to that country, then it must at least be implemented equitably and fairly to all guests. The travel agent arranged to have the Tour Director send us a letter indicating we were not welcome on board. At this point we asked her to cancel our return flights and hotel accommodation in ******** as it would be less costly to us to go home. Plus, we had been told there were no PCR tests easily available. So, we paid over $15,000 for this cruise. We never set foot on the ship, didnt eat any food, never used the room and didnt use the flights home. Where is that money and why wont you reimburse us?

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a 10 day tour of Northern *****, and added 4 extra days in *****, before and after the tour.. I was so excited to go. I had been on between ***** Globus tours throughout the years, but this was my first one after COVID.I paid extra money for a small group tour, having 24 people. I explained that I was very concerned about COVID. I was told there was a COVID policy in place, and that the tour would be limited to 24 participants, that I need not be concerned. I was also told that the hotels were centrally located, and all first class in nature. On our tour, there was a woman who was very visible sick. Until I demanded that she be given a COVID test, I was told that she said it was an allergy. Well, after she was forced to test, at my insistence, she tested positive for COVID, and was removed from the tour. But her roommate was allowed to remain, UNMASKED at all times except on the bus. Since most tours were in a confined space, and she was unmasked after being exposed to COVID, I could not participate, for health reasons. In addition, there were two parallel tours, both having 27 participants. So even though I paid extra money for a small group tour, there were more than 50 people wherever we went. Wine tastings. Balsamic vinegar tastings. Lunches. Dinners. More than 50 people! That is NOT a small group, and Not what I was promised and paid for. In addition, hotels were VERY far away from city centers. In traffic, up to one hour away. I am disabled and cannot take public transportation, so I had to take taxis all over, which cost me in excess of $500. The hotels were supposed to be first class. I had rooms where the shower didnt work. The tv didnt work. The toilet didnt flush. And, The food was inedible. And there were NO choices. You ate what they gave you, or you didnt eat at all. Period. The sightseeing provided in Milan was virtually non existent. I have been on many other Globus tours, and NEVER had an issue. This was DISGRACEFUL! I want a refund!

  

  Business response

  10/24/2023

  Good morning and thank you for your patience during our review of ****************************** concerns.  In reviewing several emails that have been received from her Travel Agent, I did end up responding to the Agent this morning and have extended a goodwill refund of 10% of the land cost of ****************************** tour, which will be requested in check form today from our ********************** to be sent to the guest directly, to the address that we have on file.  As noted in my email response to the ************** we do provide an advisement online, and I can confirm that information was also emailed shortly after the booking was made, noting the possibility of hotel changes.  I can confirm that all tour services that were paid for, were received, and that we are extending a goodwill gesture of the 10% land tour, for disappointments that were expressed regarding quality issues with some hotel accommodations and meals that were provided.  As noted in my email response to ****************************** Travel Agent, compensation has been requested today from our ********************** who are currently operating within a 45-week turnaround time. 

  Should you have any additional questions, please do not hesitate to contact us. 

  Best Regards, 

  ********************* on behalf of ***********************;

  Guest Resolutions/ Globus family of brands 

  

  Business response

  10/24/2023

  Good morning and thank you for your patience during our review of ****************************** concerns.  In reviewing several emails that have been received from her Travel Agent, I did end up responding to the Agent this morning and have extended a goodwill refund of 10% of the land cost of ****************************** tour, which will be requested in check form today from our ********************** to be sent to the guest directly, to the address that we have on file.  As noted in my email response to the ************** we do provide an advisement online, and I can confirm that information was also emailed shortly after the booking was made, noting the possibility of hotel changes.  I can confirm that all tour services that were paid for, were received, and that we are extending a goodwill gesture of the 10% land tour, for disappointments that were expressed regarding quality issues with some hotel accommodations and meals that were provided.  As noted in my email response to ****************************** Travel Agent, compensation has been requested today from our ********************** who are currently operating within a 45-week turnaround time. 
  Should you have any additional questions, please do not hesitate to contact us. 
  Best Regards, 
  ********************* on behalf of ***********************;
  Guest Resolutions/ Globus family of brands 

  Customer response

  10/24/2023

   
  Complaint: 20725188
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  10/25/2023

  GlobusGo is willing to give me back 10% for my dissatisfaction with the tour. However, I paid hundreds in extra dollars just to go from our hotel, located in the SUBURBS, to get to the city center, for 5 days, pre and post tour booked through GlobusGo. These hotel were supposed to be in the city center. In addition to the 10%back as a goodwill gesture, I want full reimbursement for monies paid for transportation that would NOT have been warranted if we were put in hotels in the center of Milan, as promised!

  

  Business response

  10/27/2023

  Good afternoon and thank you for the additional opportunity to respond.  In communicating with ****************************** travel agent, we were asked if we would consider reviewing her taxi expenditures for additional compensation.  I agreed to review these, but haven't received them yet.  Once we have had the opportunity to review the additional information sent to us, if extending additional compensation, it would be in addition to the compensation already extended.  We will gladly advise you of any future updates as they occur.  

  Best Regards, 

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

  Guest Resolutions 

  

  Business response

  10/31/2023

  Good afternoon, 

  We have received additional information from the guest via their travel agent; taxi expenses totaling $116 USD and an independent excursion totaling $450.00.  Both have been reviewed at the Management level and we have agreed to extend additional compensation to ************************** for the full amount of the taxi costs, and a 50% refund of the excursion cost.  Combined with the aforementioned refund of 10% of the land cost of her tour (single supplement included in that total), the total refund being sent to ************************** will be $720.90.  

  Best Regards, 

  ********************* /Guest Resolutions 
  

  

  Business response

  10/31/2023

  Please note that there is a correction to the compensation amount.  there were actually 2 side excursions purchased at a cost of $450.00 each.  As such, we will be reimbursing 50% of each for a total of $225.00 per excursions.  The revised total compensation amount with all other items will now be $945.90.  We have updated the travel agent and have shared this information with her, to be shared with the guest directly. 

  Best Regards, 

  ********************* / Guest Resolutions 

  Customer response

  11/01/2023

   
  Complaint: 20725188
  
  I am rejecting this response because:
  GlobusGo offered minimal compensation as a sign of good faith for my disappointment. While I appreciate their offer, it clearly does not adequately provide what I feel I am due. To begin with, 10% off the land excursion, while something, is very little for all that went wrong. I have been on many, many, many GlobusGo tours, two of which right before COVID. I knew what to expect. This was SOOOOOOOO below their standards, that it is appalling. I knew what I got before. This was no where near that!!! Period!!! In addition, I paid hundreds of dollars EXTRA for a small group tour. Not just in the bus, but for the ENTIRE tour, as was presented to me. Combining two tours to make a total of more than 55 travelers, is NOT small group, and certainly NOT what I paid extra for. I want reimbursement in its entirety for what extra I paid!! I paid for small group. They did NOT provide that! Period!! And then I want to be reimbursed for ALL of my taxi fares. I had receipts for some. Some taxis could not provide them. They were ALL ordered by the front desk at the hotels in Milan. They totaled $500, give or take a few dollars. When you are a repeat customer with a merchant, you know what to expect. I always had realistic expectations. This particular  tour did NOT meet those expectations. They fell so far short, that it is deplorable. GlobusGo needs to realize that they screwed up on  this tour, and correct all of their errors, so they can move forward as a travel company that people would want to use. The first step is to make me whole, monetarily! It really is that simple. I want that. I am owed that!!!
  Sincerely,
  
  *********************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a trip to ***** for January ****, ****. Due to the War in the **** area it is unsafe to travel to *****. Tourist have been shot and killed and Americans are being held prisoner by terrorists. I called Globus this Monday on Oct 9 and I was told that this ***** tour has not been cancelled and if I choose to cancel I will lose my money. The US embassy has labeled traveling to ***** a level 3 danger, travel should be reconsidered ( this is on the US embassy website) it is unsafe for me to travel to ***** and I want all my money for the trip reimbursed. Globus rep said he was deployed to ***** ( he was military) and its safe to go to *****. I am not military , I am a tourist and I value my life and freedom . It is unsafe to travel to ***** and I want all my money back.

  

  Business response

  10/17/2023

  Hello ****,

  I was asked to review your questions regarding the *** ***** ***** Escape. While I certainly understand your concerns, Globus Family of Brands has not cancelled our ******** tours at this time, and they are operating as normal.

  All near future ****** tours have been cancelled and our valued guests given the option of full refund or move to a new tour. 

  Of course, should additional cancellations occur that would affect your tour, you will be notified and given options. The safety and comfort of our valued guests is top priority at Globus Family of Brands.

  You also purchased travel protection that will assist with any penalties that would occur with a voluntary cancellation of your tour. Our service team is always ready to help or answer questions. 

  Thank you for your kind attention.

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

  Guest Resolution Specialist, Globus Family of Brands

   

   

   

  Customer response

  10/19/2023

   
  Complaint: 20723379
  
  I am rejecting this response because:

  There is a serious risk to my life to travel to ***** at this time; the war is not going to improve or cease in 3 months, thousands of people are being killed. The US **** of state has ***** on a a Level 3 travel alert. RECONSIDER Travel is on the website. 
  
  Sincerely,
  
  ***********************

*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. ↩