ComplaintsforAARP

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2021 I started receiving mail from AARP addressed to a ******************* at my home. The address has an apartment number in it. My home is a standard single home dwelling, no apartments. I asked AARP to stop. It took weeks but it did stop, until in February this year something for Life Insurance, and today apparently we are getting more life insurance mail. I also filled in the privacy opt out form on the AARP website over 18 months ago now, so how is this even happening? This is a cease and desist request. Stop marketing to a non existent person at my home. Observe the opt out request already submitted. Instruct anyone you (AARP) sold the details for ***** **** too. I will open an account and charge for collection, handling, review and disposal of any further mail items. $25 per item, payment terms 30 calendar days. I charge $15 for reminders, and I pass attorney fees for collecting on the account balance if needed. I really don’t want to do that, but it might be the only way to stop this harassment? Thanks

  Business response

  06/14/2023

  June 14, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
                          *****************
                          **** ***********
                          Fort Worth, TX *****
                         
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ***************** claim that he continues to receive solicitations addressed to ******************* from AARP affiliated service providers despite his request that they stop. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  Our research revealed that **. ******** reported the mailings in October 2021 and a suppression was added for that name at the address above (plus apartment #****).We also see that he called on February 16, 2023, and stated he was getting mail once again. The previous suppression was still on the profile and the agent with whom he spoke confirmed that fact.
  
  While the screenshots he provided with his complaint of the mailings from October 2021 clearly show AARP affiliated service providers as the senders, the most recent mailing shows no return address nor identifies a sender. We cannot determine whether this information is from an AARP-affiliated service provider. Without this information our further research is hindered.
  
  If **. ******** can provide a screenshot of the contents, and they are from one of our affiliated service providers, we will be happy to research this issue further. He should feel free to contact me through the channels, below.
  
  **. ******** should be assured that both he and ******************* have been suppressed in our system from receiving solicitations from AARP and AARP affiliated service providers.
  
  If **.******** would like to share additional information, or he has any further questions, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email (and attachments) to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

  Customer response

  06/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I returned the mail to unknown ******************* so I cannot open it. I will open any future item to assist further.

  I find that this resolution is satisfactory to me.  

  Regards,
  
  *****************

• Initial Complaint

  05/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had ** ************** for at least 2 years, thru AARP. 03/2023, I needed to change autopsy date from 24th of month to the 3rd of the month. Typical of AARP, policy cancelled instead. Now they want almost $600 to reinstate. If its with AARP, it's guaranteed to go straight to ****.Membership# **********

  Business response

  06/28/2023

  June 28, 2023
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  Attn:BBB Representative
  
  Re:***************************
  ***********
  
  Dear BBB Representative:
  
  This letter is in response to a recent complaint to the Better Business Bureau, filed by ***************************. The issue is regarding payment due date with *** **** ****. This complaint has been referred to me for investigation and response.
  
  Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access ************** records with *** **** **** to address her concerns. To assist, we forwarded the complaint on behalf of ************* to ******** ****'s Escalations Team to have a thorough review and investigation completed.
  
  *** **** **** advised that their Compliance Department has composed a letter providing details of why Autopay stopped. The letter was overnighted to the *** *****. The autopay was canceled through their Customer Service Website. This was confirmed with the customer when she called *** ****, on the same day. The reinstatement amount represents past due premiums, no fees are added.
  Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
  
  Sincerely,
  
  ***********************
  Member Relations
  AARP Services, Inc. 
  ************************************** *****
  AARP Case ID: ********

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company renewed a subscription I previously cancelled. I enrolled my grandmother in AARP when she came to live with me in 2021. She passed away that same year in August. I could have sworn I cancelled this membership previously however in May 2022 I made sure to take a screenshot. On May 17, 2023 an email was sent to the account I created for my grandmother saying thank you for your renewal. What renewal? She is deceased! Who contacted you? Surely not me. Please delete this account and stop charging my card without my permission. Thank you.

  Business response

  06/09/2023

  June 9, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
                          ******************* (for ***************************)
                          PO Box ***
                          Barksdale AFB, LA *****
                         
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *************** claim that she previously cancelled the AARP membership for her late grandmother, ***************************, but was recently charged for a renewal. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  An AARP membership was created for *************************** on June 7, 2021, for the discounted rate of $12/1-year. This 25% discount off the full membership rate of $16/1-year is an incentive to place the account on Auto-Renew. Under this program the membership renews for a one-year term annually for $16 on June 7 each year. Automatic renewal reminders are sent to members approximately six weeks ahead of their renewal date.
  
  This membership auto renewed on June 2, 2022.
  
  **. ****** account shows that an auto-renew reminder was sent out this year on April 28, 2023.
  
  There is nothing in the contact history on this account showing that ********************** was informed of the passing of ***************************. Had we received notice, the membership account along with any auto-renew feature, would have been cancelled immediately.
  
  The auto-renew was cancelled online on May 7, 2023. This is reflected in the first screenshot ******************* included in her complaint. It shows an account expiration date of June 30, 2023. Had the auto-renew been cancelled in May 2022, it would show an expiration date of June 30, 2022.
  
  We are not sure why she received an email showing a new $12 charge. It might have been an email triggered by something ************** inadvertently processed when attempting to cancel the accounts auto-renew online. The email is advising of an upcoming June 7 $12 charge --- which did not and will not occur because the auto-renew was cancelled.
  
  I have noted **.************************** passing on her account. This has cancelled the account and will stop mailings to the address on file from AARP and our affiliated service providers. As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our service providers. We appreciate **. *************** patience and understanding and extend our belated condolences on the loss of her grandmother.
  

  If ************** has any questions or concerns, she may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to  email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a retired American and veteran, I am concerned that one of the largest contributors to political action has no easily accessible complaint path. If I accessible their site and select "feedback" or any other way of complaint against the organization, I am placed into a feedback loop connecting me to any other organization but AARP. I would think an organization as powerfully as they are, in control of social security, health care, and other rights would have a way for me to express my dissatisfaction with their beliefs. This is especially true when they require me to join them so I can use their health insurance. Sounds like a scam, but is it legal? Unable to find a way to give feedback to this company

  Business response

  06/07/2023

  June 7, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #********
                          *********************
                          **** *****************************
                          Port St. Lucie, FL *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding *********************** claim that has been unable to contact AARP to provide feedback on issues. We have investigated his concern and welcome the opportunity to respond.
  
  ************** has been a valued AARP member for 22 years. We thank him for his membership and for his service.
  
  AARP provides members and others the opportunity to contact us through a variety of channels. At the bottom of our home webpage at: www.aarp.org there is a “Contact Us” button, which will provide online, chat and phone channels for communication, questions, and feedback. We hope this information is helpful.
  
  If ************** has any further questions, he can call me directly at ************** and I will be happy to assist him further. I am available Monday-Friday from 9AM-5PM ET.
  
  If more convenient, he may send an email to my attention at ******************************************************************************************************************************************************************************************************************************************************* We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have received mail from AARP promoting their program; I have never consented to receive mail from AARP as I never provided them my mailing address nor have I ever been a customer; cease sending mail because it is junk mail and remove all of my information from your contact list and do not share my information with other parties.

  Business response

  06/09/2023

  June 9, 2023
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:     Complaint ********
  ***********************
  *** ******** ********* **
  Carolina, RI *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************************* claim that he is receiving unwanted promotional mailings from AARP. We have investigated this matter and welcome the opportunity to respond.
  
  We have verified that the mailing ************ received (included as an attachment with his complaint) was not a targeted mailing. These solicitations are ones that are sent to a specific name at a specific address.
  
  In addition to targeted mailings, AARP also distributes generic promotional pieces as part of our overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are either inserted in shared mail programs (bundled with other offers from other retailers or marketers) in the regular USPS mail or inserted inside a subscription newspaper or catalog. Since these are mass generic inserts, we cannot control who receives them or whether the recipient lives in a 50+ household. 
  
  As a precautionary measure, I called ************ and left a message for him via the phone number included in his complaint, to determine if he is receiving targeted mail from AARP. To date he has not called me back. Additionally, I blocked ************** address, as provided in his complaint, from receiving solicitations to join AARP. If he is currently receiving any of those mailings, they will stop arriving within 4 - 6 weeks.
  
  If he has any further questions or concerns, he can email any correspondence to my attention at [email protected], or mail to: AARP Consumer Care Ombudsman Team, # A9-135, 601 E Street, NW, Washington, DC  20049. Additionally, he can call me directly at (**** ********.
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  

  Sincerely,
  
  ******************************************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  05/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had an issue with AARP in the past. We got that taken care of. We want to go back with AARP we wanted them to send us 2 cards for my wife and I and I'll send them a check. they wouldn't do that. We never got cards last time for 4 months and I cancelled it took them 5 months before I got a check. I need your help to get AARP cards. ************************* and *************************************

  Business response

  06/07/2023

  June 7, 2023
  
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
              Re:      Complaint #********
                          ********* ***********************, **.
  ************************* */Lot ***
                          Mission, TX *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******************************* claim that he had experienced an issue previously with AARP, wanted to renew his membership, but wanted his membership cards sent to him prior to making his renewal payment. We have investigated his concern and welcome the opportunity to respond.
  
  **************** had been a valued AARP member for 9 years. Previously, he had experienced delivery issues of membership cards, premium items, and a refund check all sent to his address on file --- and the address used on his Better Business Bureau complaints,above (please see Better Business Bureau complaint/responses #********).
  
  AARP made multiple attempts at delivery of these items to the address above and, after speaking with ****************, eventually arranged for the refund check to be sent to an alternative address. This refund was sent on January 13, 2023 and cashed by *************** on February 1, 2023.
  
  On May 8, 2023, *************** called our contact center, stated he wanted to renew his membership, but insisted on receiving membership cards prior to making any renewal payment. This request is not feasible.
  
  Upon renewal, *************** membership account number will remain the same; the change in his membership card will be the expiration date on the card, which depends on the renewal term he selects.
  
  **************** is invited to renew his membership online at www.aarp.org or by speaking with an AARP representative at **************. Once renewed he can register his email address on www.aarp.org, and download the AARP Now App onto his smartphone. The AARP Now App will provide a digital version of his membership card that he can always have with him.
  
  If *************** has any further questions, he can call me directly at ************** and I will be happy to assist him further. I am available Monday-Friday from 8AM-4PM CT.
  
  If more convenient, he may send an email to my attention at: [email protected]
  or mail to the following address: AARP, Ombudsman Team, 601 E Street, Washington, DC  20049. 
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AARP continues its unethical practice of bombarding and confusing members with nonstop, untimely renewal notices. As I read through BBB complaints, I see this is an ongoing practice that the company refuses to adequately address. In 2017 I asked AARP customer service to see to it that I do not receive a bombardment of renewal notices, which begin coming in 10 months before the renewal date. The company stopped for a while then started up again. I renewed my AARP membership in January of 2023. By March of 2023, I began receiving renewal notices again. I immediately requested that the company stop bombarding me with renewal notices. It is May and I've just received another renewal notice. AARP notices do not contain member information or the actual date of renewal. This practice constitutes: harassment; a concerted attempt to confuse members with an apparent goal of causing elder members to pay multiple times for the same membership time period; a waste of paper and trees; an environmentally unethical practice; a complete lack of integrity on the part of AARP An honest business sends renewal notices as the actual renewal date approaches, complete with member information renewal date details. AARP intentionally leaves this information out of mailings, making it more likely that an elderly person would get confused and pay again and again for the same membership and time period. The company management is well aware the impact of their practice yet they continue to harass and confuse members nonetheless. THIS PRACTICE MUST STOP! Members should not have to request that AARP cease this dishonest practice and cease the practice of harassing members.

  Business response

  06/01/2023

  June 1, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 200005

  Re:     Complaint #********
              *************************
              PO Box ***
              Richmond, MA ****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******************** claim that she has received multiple membership renewal solicitations despite her request for them to stop. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  **************** has been a valued AARP member for seven years.
  
  AARP provides members the opportunity to customize their communications preferences with the organization. Some members prefer to receive early renewal notifications, some containing incentive/discounted membership fees or premiums. Others prefer to receive few notifications.
  
  **************** spoke with an AARP representative on March 1, 2023, who suppressed all account mailings (including targeted renewal notices) to ****************. Prior to that, in 2017, her AARP account profile shows that she requested to receive just one notice shortly before her account expiration. That request was processed on May 24, 2017.
  
  Unfortunately, as there was no attachment to **. ******* complaint with a sample of the renewal notification, our further research was limited. I reached out to **************** by phone earlier today and found that she had renewed in error in January of this year. That renewal was refunded, and we provided a 1-year gift term as a token of our appreciation of her past and continued support.
  
  According to her AARP membership profile, **************** should only be receiving the one renewal notice about 30 days prior to her account expiration (currently August 31, 2026). I asked **************** that, should she receive another notice, to call and/or email me a copy so that we can further research and resolve this issue.
  
  AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog.
  
  It should be noted that it is AARP policy to refund membership fees to those who join or renew in error. Additionally,when an account receives more than two advance payments, a refund is automatically generated for the member.
  
  If **************** has any questions or concerns, she may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to **************************************** or mail to the following address: AARP, Consumer Care Ombudsman, *******************Washington, DC  *****. 
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  05/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called AARP to explain to the lady that my payment would be by one day (due by 4-20-2023) 4-21-2023. Paid $295.00. She said probably no problem! I paid thru my online Banking. The money was taken out on 4-18-2023. Vehicle insurance canceled on 4-20-2023. My $295.00 was not refunded. as of 5-3-2023

  Business response

  06/06/2023

  The policy has been reinstated with no lapse in coverage by The ********

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In a phrase: I cannot stomach hard sales. I've never liked them, I never will. When a company sends you two notices in a row about not having renewed - when in fact you have (as of April 11, 2023) - and furthermore has bugged you about renewing your membership even three months before it expires, while I can say that there is no wrongdoing involved I can also say that this is a business I do not want to be doing business with. Not too enamored lately with ******** Cellular, either. Can't get through to them. You all are getting too big for your britches. I get too much stuff in the mail, too much clutter, and as a member I do not feel very important. Has the cyber world made us insensitive, impersonal, even bullyish? I did not sign on for that. Maybe my criticism ought better be aimed at how numbed we as a people - especially in business - have become since the advent of the computer. I doubt I'll renew my membership with AARP in 2024. Folks, you're not as "user friendly" as you claim to be. Please work on your PR skills - seriously.

  Business response

  05/25/2023

  May 25,2022
  
  BBB of Metro Washington, DC, and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:  ******************************* # ********
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************************ claim that she continues to receive numerous unwanted mailings from AARP. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  Our records indicate ******************** has been a valued member of AARP for one year. She enrolled on May 26, 2022, and renewed her membership on April 17, 2023, for an additional year.
  
  AARP gives members the option to request how often they would like to receive mailings. On May 25, 2023, we added a suppression to **. ********* account in which she will only receive one renewal notice prior to her membership expiration date. We have also suppressed targeted mailings (those specifically sent to her at her address) from AARP, and our affiliated service providers at the following address:
  
  *** ******** ** **
  Albuquerque, NM *****
  
  As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our service providers, and therefore, ******************** may still receive mailings from our service providers in that time frame.
  
  If ******************** continues to receive additional mailings after August 17, 2023, she may call me directly at **************, and it would be my pleasure to assist her further. We ask that she please have the specific mailing available, as each notice has specific codes that will aid in their identification. If more convenient, she may send an email to my attention through the following email address, [email protected].
  
  In addition to targeted mailings, AARP also distributes generic promotional pieces as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular USPS mail or inserted inside a subscription newspaper or catalog. Since these are mass generic inserts, we cannot control who receives them or whether the recipient lives in a 50+ household.
  
  We also understand **. ********* frustration with ******** Cellular and have forwarded her concerns to our colleagues at AARP services who manage the relationship with them.
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  ***************************
  Consumer Care Ombudsman
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AARP constantly bills us prematurely. The recent bill from March, then another “Reminder” and they state they are “concerned” that they have not received our Renewal Confirmation. Our membership does not expire until August… The letter also conveniently for them it seems does not include the date of expiration. This is clearly a devious unethical practice playing on senior citizens who more often than not panic a bit and pay immediately. It is truly a money making scheme! I’ve read complaint after complaint on the AARP site about this same problem and others who have been billed years in advance. I realize they are not BBB, for obvious reasons, but I wish to file this complaint for their unethical business billing scheme. Thank you

  Business response

  05/19/2023

  May 19, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
              Re:     Complaint #********
                          *********************************
                          ** ******* ***
                          Trenton, NJ *****
                         
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *********************************** claim that he has received multiple membership renewal solicitations. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  ********************** has been a valued AARP member for 24 years.
  
  AARP provides members the opportunity to customize their communications preferences with the organization. Some members prefer to receive early renewal notifications, some containing incentive/discounted membership fees or premiums. Others prefer to receive few notifications.
  
  On ************************ behalf, I have arranged for her account to receive few notifications. Under this process, she will receive one notice via USPS about 30 days before expiration; one notice via email (if she is opted-in to receive email from AARP); and one notice about 30 days post-expiration, if her account should lapse. As she mentioned in her complaint, her AARP account is current through August 2023.
  
  As some mailings are prepared ahead of their distribution date, she should allow 6 weeks for this request to fully filter through our database. We appreciate her patience and understanding.
  
  It should be noted that it is AARP policy to refund membership fees to those who join or renew in error. Additionally,when an account receives more than two advance payments, a refund is automatically generated for the member.
  
  If ********************** has any questions or concerns, she may call me directly at ###-###-####, and it would be my pleasure to assist her further. If more convenient, she may send an email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049. 
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate..
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  ***************************************

*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. ↩