ComplaintsforTower Moving Systems LLC

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired towers moving company to provide my move from **** to ******** . I was a quoted a 2700 price and was told my belongs would be padded and delivered in a week on the day of loading the office called me to tell me it would now be 5000 dollors and I was being charged extra for stairs . As my things needed to be loaded that day we agreed on 4000 . That would be the final price . After two and a half weeks they finally showed up to deliver at 9 pm at night . First off they had two other shipments mixed in on a Penske truck my stuff was Ofcourse in the back. So after they finally got to my things after unloading everyone else's things in my garage it was midnight . They didn't pad any of my furniture . I have missing shelving units broken and scratched furniture and all the driver could say was take pics. To add insult to injury they wouldn't unload until I paid anther ********************* my home they knew about ! I've tried to call to file a claim Ofcourse no one answers or calls back . I'd like compensation for all f lost and damaged items . They also scratched my hardwood floors and ruined my front door . All if which need to be repaired .

  

  Business response

  04/28/2024

  Dear [Customer],
  Thank you for reaching out regarding your recent experience with Towers Moving Company. We apologize for any inconvenience or dissatisfaction you may have encountered during your move from **** to *********
  Upon reviewing your concerns, we want to address them promptly and work towards a resolution. Firstly, we understand that there was a discrepancy in the final price quoted to you on the day of loading. We apologize for any confusion this may have caused. You were actually very happy with paying only $4000 dollars to move those extra items. We have all the paperwork signed with you agreeing to take the extra pieces.

  Regarding the condition of your belongings upon delivery, we take claims of damage very seriously. We encourage you to provide us with the pictures of the damaged items as soon as possible so that we can initiate the claims process. Our team is committed to resolving any issues promptly and fairly, but we require photographic evidence to assess the extent of the damage and proceed accordingly.

  I have text message evidence asking for you to provide us a photo of the damages and you still have not sent that in.

  You may call me directly at ************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract and it stated my belongings would be delivered within 5-7 days I will not be getting my stuff until allegedly 14 days after the fact.When I brought this to their attention they just rubbed it off as it happens. The guy who was messaging me about the business stated they had an A rating and then sent me a moving company that was an F rating.. after 3 moving companies cancelled. No communication no call backs to make sure I was ok. Im not sure this is a legit business and I dont know where my belongings are.

  

  Business response

  02/16/2024

  Dear ********,
  Thank you for bringing your concerns to our attention regarding the delay in the delivery of your belongings and the lack of communication throughout the process. We understand your frustration and apologize for any inconvenience this has caused you.
  We want to provide some clarity on the delay you experienced. While we strive to meet the delivery timeframe stated in the contract, it's important to note that transporting small loads over long distances, such as 2000 miles cross country, can sometimes encounter unexpected delays beyond our control. Factors such as weather conditions, traffic, logistical challenges, and unforeseen circumstances along the route can impact the estimated delivery time.
  However, we acknowledge that the delay in your case was longer than anticipated, and we apologize for any inconvenience and uncertainty this has caused you. We understand the importance of your belongings and the stress associated with their delayed arrival.
  Regarding the communication issues and the misinformation provided about the rating of the moving company, we sincerely apologize for any confusion or distress these issues may have caused. We take full responsibility for our oversight and are committed to improving our communication processes to ensure better transparency and customer service in the future.
  We want to assure you that your belongings have been delivered, and we hope that they arrived safely and in good condition. If you have any further questions or concerns about the delivery or the condition of your items, please do not hesitate to contact us. We are here to assist you in any way we can and to address any outstanding issues.
  Once again, we apologize for the inconvenience and appreciate your patience and understanding during this challenging time.
  Sincerely, *********************** Tower Moving Systems

  Customer response

  02/16/2024

   
  Complaint: 21261144
  
  I am rejecting this response because:

  Im not satisfied with the resolution.

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

  

  Business response

  02/20/2024

  Yes, we said we would try to deliver in 7 business days ***. Please understand this is a small load going 2000 miles cross country. We cannot control delays out of our control. The move only cost $1700 which is an extremely discounted rate. Now you want us to give you the mov e for free because of being a few days late. I'm sorry we were a little late. I'm sorry but deliveries are not guaranteed. We did stipulate in the contract customer needs furniture in 5 to 7 business days **** We ended up taking 10 business days.

  In signing this agreement, the customer agrees that; ******************, has provided a dated copy of the estimate and charges at the time of the signed agreement.

  Delivery times are only approximations. Delivery dates are not guaranteed. See below. 
  0-200 miles  1-3 business days. 
  201-500 miles 1-10 business days
  501- 1000 miles 3-14 business days 
  1001- 3000 miles 7-21 business days

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Letter attached detailing issues.

  

  Business response

  02/16/2024

  Dear *****,
  We deeply apologize for the numerous issues you encountered during your recent move with Tower Moving Systems. Your detailed account helps us understand the extent of the challenges you faced, and we are committed to addressing each concern thoroughly.
  First and foremost, we apologize for the discrepancy between the initial estimate and the final amount paid. We understand the importance of accurate estimates and transparency in pricing, and we regret any confusion or inconvenience this may have caused you. Your feedback regarding the size of "medium boxes" is noted, and we will review our estimation process to ensure greater accuracy in the future.
  Communication during the move is paramount, and we apologize for any instances where you felt neglected or uninformed. We acknowledge the importance of providing clear updates and answering your questions promptly. We deeply regret any frustration caused by the lack of communication and the perceived dismissive attitude of our representative. Rest assured, we will address this internally to improve our customer service standards.
  Regarding the issues with your items and the damages incurred during the move, we take full responsibility. We are committed to resolving these matters and providing appropriate compensation or reimbursement where necessary. We understand the impact these damages have had on you, both financially and emotionally, and we sincerely apologize for the inconvenience and distress caused.
  We acknowledge the delays in addressing your concerns and providing you with a claims form. We apologize for the oversight and any additional stress this has caused. We appreciate your patience and cooperation as we work to resolve these issues and provide you with the assistance you deserve.
  Please know that we are taking your feedback seriously, and we are dedicated to addressing your concerns and reaching a satisfactory resolution. Our team will continue to reach out to you and provide updates on the progress of your claim. We are committed to ensuring that your experience with Tower Moving Systems is resolved to your satisfaction.
  Once again, we apologize for the difficulties you've experienced, and we thank you for bringing these matters to our attention. We value your business and the opportunity to make things right. Please don't hesitate to reach out to us if you have any further questions or concerns.
  Sincerely, *********************** Tower Moving Systems

  Customer response

  02/21/2024

   
  Complaint: 21238464
  
  I am rejecting this response because: I really appreciate the response from Tower Moving Systems, and that I was finally told they would take full responsibility and work with me to reach resolution. That means the world to me. However, I need something tangible to move forward. I reached out to the BBB to mediate this because I had been promised that this would be looked into, and repeatedly blown off. Now I am nervous to accept this response because what if I never hear back? So, I am proposing we set a date to either talk on the phone or for me to receive an email with information on the resolution. While the business response was very considerate of what I have been through, I don't want to end up with nothing but empty promises-- which sadly has been my experience so far. How can we set some concrete plans in place to reach resolution?
  
  Thank you so much,
  
  *******************

  

  Business response

  03/05/2024

  Hi *****, you have been sent a claims form you were told to fill out. Has that been done?

  Customer response

  03/08/2024

   
  Complaint: 21238464
  
  I received a claims form for Horizon Relocation, not for Tower Moving. Additionally, ********* told me he would be looking into an issue with the bill. There is no justification for how much I was charged as my inventory matched what was picked up. He cannot explain my charges and its an issue of hundreds of dollars. He told me he was investigating it, but I havent heard an update in weeks. 
  
  Sincerely,
  
  *******************

  

  Business response

  03/11/2024

  Hi *****, the additional charges have already been explained on pick up and we also informed you there was a lot more. If you have any damages ****** already sent you the claims form to fill out to address it properly.

  Customer response

  03/11/2024

   
  Complaint: 21238464
  
  I am rejecting this response because: In your first message, you said Tower Moving would take full responsibility. However now you are saying my only recourse is a third party claims form for another company? And, in order to receive claims funds from them I need to send a notarized letter... Why? I was forced to pay in advance over the phone to someone I didn't know once my items had been picked up for this move. The original agreement was that I pay upon delivery, but I was told the delivery would not happen unless I paid in advance. As you saw in my original complaint letter, there are several issues that came up during this move, most of which cannot be addressed by a different company's claims form. What responsibility, if any, is Tower Moving willing to take for the issues I outlined in my initial letter?

  By the way... I was promised by Tower Moving that the amount of CF upon pickup was being investigated because it didn't add up. I had to sign for that pickup after midnight after waiting all day. The movers told me the truck held 1000 CF and then charged me 1400 CF. There was a language barrier and it was so after hours I had no ability to call someone from Tower Moving. Then again, as soon as my items were picked up, Tower Moving would not ************* anyway. I have screenshots of my representative telling me he is too busy working other bigger jobs. He even sent me a screenshot from another client that showed their phone number and personal details about their move to show me how busy he is. I do worry about what private information of mine he has shared with strangers? There's a privacy violation concern here in addition to the concern about Tower Moving following through with what they say they are going to do. 

  Please advise & thank you.
  
  Sincerely,
  
  *******************

  Customer response

  03/18/2024

  I am fine with this complaint being closed, but I don't see how you can say the business made a good faith effort to resolve things. They did not.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tower moving systems drafted me a quote for a recent move. I was quoted the price of $1875 to move an estimated 300 cubic ft of boxes . I paid $475 deposit . The actual mover came to my home and loaded the boxes consisting of less than half full 5x5x4 storage space, again boxes, approximately 40 cubic ft, 10 boxes from ********** with the dimensions written on the box equaling 58cubic ft all together, one large plastic box equaling approximately 3 cubic ft, two toy chests , one painting , ****** inch tv . When he loaded the truck and measured he came back and I was expecting him to tell me I have less that **************************** that I was over by 60 cubic ft. He added on a charge for an extra flight of stairs $75 and somehow my total came to over $2400. I called Tower Moving Systems and I told them that he may have measured wrong but in any case this is dishonest business from their behalf. The person I communicated with told me to never text or write him again. I then called the customer service and they said that I signed off on it so thats that. I signed off on 360 cubic ft of belongings at that price which is definitely not what I am getting delivered. On top of everything once I gave them my new address it took them 11 weeks!!!! 11 weeks to deliver my boxes to me. My items finally arrive tomorrow ( I emailed my new address on November 17,2023) and I will measure them together with the truck driver and demand a refund on every single dollar they falsely overcharged me!!! This has been a horrible experience and a total scam.

  

  Business response

  02/16/2024

  
  Dear ***************************,
  We appreciate you reaching out to us regarding your recent moving experience with Tower Moving Systems. We understand your frustration and concerns, and we sincerely apologize for any inconvenience you may have experienced.
  After reviewing the details of your move and measuring the truck, we confirmed that the total cubic footage of your belongings amounted to 360 cubic feet, which is why there was an adjustment to the pricing. We understand that this may have been unexpected, and we apologize for any confusion or inconvenience it may have caused.
  Regarding the delay in delivering your items, we apologize for the extended wait time. It's important to note that the duration of the delivery process can vary based on several factors, including distance, scheduling, and in some cases, the need for storage solutions. In your case, it appears that storage was required, which contributed to the overall delivery timeline.
  We strive to provide transparent and efficient service to all our customers, and we regret if your expectations were not met in this instance. Please be assured that we take your feedback seriously and will use it to improve our services moving forward.
  When your items arrive tomorrow, we encourage you to measure them together with the truck driver to ensure accuracy. If there are any further concerns or discrepancies, please don't hesitate to reach out to us directly, and we will do our best to address them promptly.
  Once again, we apologize for any inconvenience you've experienced throughout this process. We value your business and appreciate the opportunity to make things right.
  Sincerely, *********************** Tower Moving Systems
  

• Initial Complaint

  11/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, November 3, 2023, at 1:27 PM, a initial payment of nearly $1,000 was made to Tower Moving Company. This was for a move from ********** to *******. The contract provided to me by Tower Moving did not specify one exact date my items would be picked up. It stated the pickup date has a scheduled date for Sunday (November 5, 2023) or Monday (November 6, 2023). The company (Tower Moving) states its customer service department is open ********, ****** per week. On Friday, November 3, 2023 around 8:30 PM (about 6 hours after I made the initial payment), Tower Moving customer service department received three written not verbal notifications to cancel the move job. I noticed Tower Moving placed the wrong address information my items were going to be delivered to on the contract provided to me. This was after the correct address information was provided to ******************** of Tower Moving's customer service department three times. Consequently, I didn't want to release my items to Tower Moving or to one of their third-party contractors because my items were scheduled to be delivered to an address unknown to me. Additionally, ************* verbally misrepresented to me the delivery date would take 10 to 14 days. Yet, the contract ************* provided to me on behalf of Tower Moving stated delivery would take 21 days. Moreover, I have read more than 14 negative reviews written by other consumers about the company (Tower Moving). I feel as a consumer, I have a right to change my mind and cancel service especially given the facts written above. So, I requested a full refund of my initial payment on Friday, November 3, 2023, on three occasions from Tower Moving's 24-hour customer service department. My written notifications about cancellation of services and my refund of money was repeatedly ignored. Tower Moving tried to force me into releasing my items to them, and the company refused to give me my money back for services I have not received.

  

  Business response

  01/10/2024

  The consumer was refunded on 11/04/2023.

  Thank you

   

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 1st 2023, I first talked to **** about making a move from VA to ****** on August 5th 2023. I was given an estimate (Job number TM6222834) and told to make a deposit of $595. As long as I cancelled within 5 days of the move, I would get my deposit refunded 100%. I called **** on June 8th to cancel the move, as I decided on a different option. He told me that my refund would be deposited within 3-5 business days. On June 20th, I still hadn't received my deposit and talked to **** again on the phone. He assured me that the deposit was on its way, and I should receive it by the next week. The next week, I still didn't receive the refund and could not reach **** by phone. At this point, I decided to go through my bank and tried disputing the charge. My bank got back to me and told me that Tower Moving Systems claims that the move has not been cancelled. Since then, **** has ignored all of my calls and has not responded to my emails or texts either. I still have not received my refund.

  

  Business response

  07/31/2023

  Hi *******, I would like to apologize for not being able to make the refund. The problem is, is you made a dispute on your card and that has delayed the refund process. **** sided in our favor but because you canceled well before the window we are going to send you a check for a refund. Please call me directly at ********************. Thanks

  Customer response

  08/08/2023

   
  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. I have received the check in the mail. Thank you!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After picking up my furniture for my out of state move, over 3 weeks went by and I NEVER heard anything else from them. I literally had to track them down and call everyday to find out what happened to my furniture and when it was going to be delivered. **************** would tell me theyd try to contact the dispatch but they would never return my call or follow up as stated. I received an incorrect eta when I finally got in contact with someone and had taken off of work specifically to be available. No one showed up or even contacted me that day to deliver. Finally after over a month from my pick up date, my furniture was brought to me but on top of the miscommunication and chaos of getting my furniture, the driver tried to charge me and extra $250! Lastly, since I refused to pay any extra, they only moved my furniture a short distance and I was left to move it by myself to my actual destination which took me over 3 hours. This was the absolute worst experience and I really regret paying for this unprofessional service I received.

  

  Business response

  07/27/2023

  We apologize about the delays for this delivery. We were in communication with you the entire process. Unfortunately we had the same answer because this particular driver was having delivery issues with a lot of jobs. We apologize for the delays but that is why we and all moving companies have up to ************************************************************* case these type of delays happen. once again we apologize for the delays.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just look up their tow number to see that there are a multitude of complaints about this specific company- False business practices, strong arming, theft and damaged items - just to name a few! A few months ago, I dealt with ********** and was told that their company was not a brokerage, which was a lie. This is a shame considering how nice **** was, until we decided not to do business with him. I went and looked at their tow number and found all the consumer complaints. There were a few red flags for me: false business name, changing banks, fake reviews. We wound up not moving due to better opportunities and so services were not rendered. However, I called and cancelled my service with **** well over a month prior to the move. He issued me an email that stated that my deposit would be refunded. Then a few weeks later, his manager tried to call and gaslight me about calling my bank regarding charging back the deposit as they did not refund me within the time that they told me, which was 5 business days. He made it seem like I had not cancelled my move even though I did. I even have a recording of me cancelling over the phone as ***** is a one party state. I then provided proof via email that I cancelled with ****. Now over two months later, I get a bank statement saying that Tower disputed my charge back because I did not cancel within the time frame which is a LIE (their cancellation policy states): Any move cancelled prior to 7 business days to the ORIGINAL date of the move, a full refund will be provided I cancelled way before that and so the fact that they are still trying to charge me a deposit even though I cancelled very well in advance just shows that they are bad news bears. Be warned: Theres a lot of nefarious things that happen in the moving industry and it appears that they are one of them. RUN AWAY AS FAST AS YOU CAN AND DO NOT GIVE THESE PEOPLE A *****.

  

  Business response

  07/21/2023

  Hello, first of all you are stating that you told **** about the cancellation. If you would have 1. sent a cancellation email to *******************************  or called us to notify you didn't receive a deposit then we would have gladly refunded you the deposit, but know you decided to make a dispute out of know were 4 days before the move date. I am required to turn in the paperwork to our merchant account and of course they sided with us because you were within the cancellation window. If you call us outside the cancellation window we gladly refund the deposit. If you said you did that a simple phone call to let us know you didn't get it would have gone a long way.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Tower Moving Systems to facilitate our move from ******* to ******* due to the purchase of our first home. We decided to go with this company because they were Military friendly. When we called we were told if we put a down payment then we still get the summer deal which was cheaper. We were initially quoted for $2240.00. The initial quote included "Expert Advice and guidance throughout the course of our move", Disassembly of all standard furniture and reassembly for all items disassembled by the movers the day of the pick up at destination, "no charge for packing tape and moving pads". When the movers arrived to our apartment in ******* they told ** they would have to charge us for the extra boxes which we were fine with. We knew going in it could be up to $2,000 more then what we were quoted, seeing as moves are not cheap. The movers did not warn us of any additional charges besides the boxes prior to them loading the truck. Once our house was empty they quoted us for $5,616.86. We did not expect to pay that much extra. We tried calling our "personal Moving Assistance ****" multiple times before signing as it seemed to be a very large unexpected extra charge. He did not answer. The movers then began to threaten they would take our stuff off the truck if we did not pay and they were going to charge us $1,000 more if we did not tip them $150.00 each. ($300.00 total). We drained our savings to pay for this move and had no money when we came down and are still struggling to catch up. Throughout the course of them driving down no one would answer our calls to give us an estimated time or tell us where our stuff was. When the movers got here they demanded money before off loading anything. We were told they took card and when they got here they demanded cash only. Not having a bank here caused issues for us to get cash. We had to borrow money to get our belongings after being threatened they would not off load them. No reassemble upon arrival was completed

  

  Business response

  07/21/2023

  Good day, as you said in the complaint you already knew you were going to have to pay more because of the extra boxes. I'm sorry if the movers asked you for a tip. it is custom to tip the movers just like you do when you go to a restaurant. I don't see why I have to give you $850 when we have completed all the services we were told to do.

  Customer response

  07/28/2023

   
  Complaint: 20240946
  
  I am rejecting this response because: i was charged 850 for a uhaul that was not in my contract not to mention the missing items and the extra money charged for the move that when we tried to call my "personnel assistant" he never answered to figure out the charge. I am trying to get my money back so i can 1. stop struggling with bills because your company drained my account with all the extra fees and 2. because i was overcharged for wrapping of items that was in my initial contract as free of charge. If it is in as free of charge i expect it to be free of charge when i get the bill.
  
  Sincerely,
  
  Nedim Basic

  

  Business response

  07/31/2023

  If an extra Uhaul was needed to be purchased that means you had a lot more items than what was originally discussed. We did not only send out laborers. You agreed to get another truck to be able to transport the extra furniture.

  Customer response

  07/31/2023

   
  Complaint: 20240946
  
  I am rejecting this response because: i called the city of Largo and trucks are permitted on my street for moving purposes please see attached photo of truck. I am not asking for a full refund I am asking for the uhaul we got charged due to "no trucks allowed on my street" (which i confirmed trucks were allowed) and the extra money we were charged for the wrapping of the TVs, Tv stands and couches that in the original document (i attached to the original message) were supposed to be included. I am not fighting that the items were delivered even tho stuff was missing, and it was 16 days after we left ******* i am only asking the uhaul refund and refund of the wrapping that was supposed to be included. I think this is a fair request also a uhaul does not cost 850 dollars for a day. If that was the case i would have gotten my own and picked my stuff up which i was told was not allowed. I am not asking for a refund on the broken items or items that were not delivered and "lost" i just want the cost of the wrapping which was supposed ot be included and the uhaul.I understand where you  are coming from but if you are not going to include wrapping it should not be in the original contract and a rep should not call confiriming those included wrapped items a week before moving if the company is just going to charge their customers. 
  
  Sincerely,
  
  Nedim Basic

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I scheduled a move through Tower Moving Systems for a move from *******, ** to *******, **. The promised pickup date of my belongings was Apr. 22nd, we waited hours for them to show, with no communication. Eventually we had to hit the road, they did not show up until late Sunday, Apr. 23rd. The promised delivery date of Apr. 25th was not followed either and they showed up over a week late. The contract stated that I would be receiving the White ***** option, where they would crate, **********, unpack and protect all of our belongings. This company did the exact opposite. Barely any of our belongings were wrapped, the boxes were ripped and looked disheveled, 50% of our belongings were damaged or went missing. I paid for a service, which was void by this company so I need a refund. The lack of professionalism is astonishing and Im left with thousands in damages.

  Customer response

  05/22/2023

  Tower Moving Systems

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

  Yes, and ****, the bold faced liar, never disclosed anything about the company being a broker. He even stated that he would be there with his guys packing up. 

  

  Business response

  05/26/2023

  Hello ****************, first off i would like to apologize about not being able to make delivery on that specific day. In transportation when your moving a smaller load like this it is hard to guarantee an exact delivery day. I know you have been speaking to ***** my dispatcher. We will be sending you a check for $600 dollars. 

  Customer response

  05/26/2023

   
  Complaint: 20080652
  
  I am rejecting this response because:
  Firstly the check is supposed to be in the amount of $650. Secondly, you do not promise things if you cannot competently hold them up. The amount of damage and loss I endured, is nothing to $650. I will have to recoup at least another $1,500 in items. You will need to ******* how you do business, because contracts built on lies and deceit are not binding and are a very poor business practice  

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

  

  Business response

  05/26/2023

  I'm sorry $650 is the best i can do after not charging you for all the additional items you had.

  Customer response

  05/26/2023

   
  Complaint: 20080652
  
  I am rejecting this response because:
  You need to know your facts before responding. There were less items that were packed up than were on the original item list. I updated everything with ****, who didnt have any communication with anyone it seems, and we were all good on that front. There were no extra items because we went through and tossed a lot of stuff prior to the pickup. This is an extremely frustrating situation, and seeing as your company and your guys messed all of this up for us we would like to see some good business practice. It is going to take a lot of time to get back the lost and destroyed items. As well as all of the sentimental items from family that were broken. The contract stated many terms and conditions for professionalism, organization, communication, etc., yet close to none of those were followed. Please just do right. 
  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. ↩