ComplaintsforAll Phase Pool Remodeling, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my pool re surfaced by this company a few years ago it appears that the finish is delaminating in certain places. The product is called Signature ******************* Carribean. I registered the warranty with the manufacture immediately after installation. There are white spots showing on the surface which appears to be the under surface, it is not calcium or improper chemistry. It has a life time warranty against defects. I have call the company numerous times to schedule a representative to look at the pool. They never respond or stand behind their product. I actually had issues on the initial re surface job.I would just like them to look at it and let me know what the issues are. It has a life time warranty. I have sent pictures etc to know avail. When you call all you get is voice mail upon follow up that includes e-mail also, I have left numerous messages over the past weeks. The one time I did talk to ********* who was cordial but said she had to forward the request to another office. Never heard a word back from anyone, that was weeks ago.

  Customer response

  08/09/2024

  All Phaes came to my home today and corrected the issue with the white spots. The technical went out of his way to help me out. They r busy I understand that but they came thru for me. My pool looks new !!!

   

  Thank You

   

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

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2019, they were hired to redo my pool and pave the backyard as well as make a walkway from pool deck to the driveway. Everything was good until last year, when I started vacuuming the pool and started noticing that a bunch of pebbles from the pool finish seemed to be in the vacuum bag. After the third time I saw all of the pebbles, and after conferring with my pool place people, I contacted them about the problem. They first said that with most people it turns out to be bad chemical problems. I let them know that my pool place kept records they can see. They said to get back with them when I am ready to move forward, because it was still the middle of summer and I did not want to lose the ability to swim until the cold months. They said that I did not have to save any of the pebbles. When I contacted them before my vacation last September, they would not let me make an appointment unless I was going to be home and told me to call back when I return. Because of many problems I was not able to get back to them until the start of the summer this year. Finally after many calls, they sent someone out to check my claim on July 13th who took pictures and they were suppose to get back to me with a plan. They never called. I called starting at the end of July a few times and was assured they would get back to me when they had a plan. They stopped answering my calls and have not returned any calls. Patches of the finish have come off so there are patches of white against the blue. I have included pictures but I am not computer savvy so it might be hard to see without blowing up the picture. It is harder to clean since I believe the top coating has come off the main coating. The floor is rougher, I find hills and valleys in the pool floor and I recently found a small wire about a staple size sticking out of the coating that I was not able to pull out.

  Business response

  10/05/2023

  APPR is currently in communication with ****** ******* to address the issues.

  Customer response

  10/11/2023

  
  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.

   

  Thank you very much for your help.  They did contact me and came out on Thursday.  They indicated that what I am seeing as the pool surface being marred is actually normal.  While I do not like their answer nor do I agree with it, they advise that it looks okay to them and there is nothing they will do.  I will let it go and again thank you for your help.  I do not believe they would have responded if you did not get involved.

  Have a great weekend.

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

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The job to remodel our pool started July 23, 2023. After we paid them $18,265 which is only $750 short of the total, communication became very difficult. We basically paid in advance. We've had issues with tile work, grout, acid stains on our granite spillover, pool lights don't work and all n all poor finish work. Today was is September 13th and after begging and pleading they sent a tech to finish. Still the workmanship is terrible and the spillover is untouched, tile grout is missing on tile around jacuzzi. They supplied he salt for the system but we are short 6 bags. Which we were told by another company's representative starting up the new salt system. He has to come back because not enough salt. Never the less we received an email from All Phase Remodeling stating the tech completed our list. No he did not. We have photos, texts and emails all saved. I just have to make them into a smaller file for this complaint.

  Business response

  10/03/2023

  We are currently working with the customer to address the issues. 

  Customer response

  10/04/2023

  All phase pool company did respond but only to install the three caretaker heads and to remove grout around the existing caretaker heads. We are currently still waiting for tile replacement and the spillway to be replaced due to their subs lack of quality finish work. We are also waiting for the pool lights to be corrected. 

  Customer response

  10/04/2023

  Yes, they have reached out. But it's been a couple of weeks and I believe they should have the materials by now since their a good size company. I'm not sure why it's taking this long.

  Customer response

  10/05/2023

   
  Complaint: 20607409
  
  I am rejecting this response because:  Yes, they have reached out. But it's been a couple of weeks and I believe they should have the materials by now since their a good size company. I'm not sure why it's taking this long.
  
  Sincerely,
  
  *************************

  Business response

  11/02/2023

  APPR is currently in communication with the customer. A scheduled date has been set. 

  Customer response

  11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: although they have finally responded after many phone calls and emails we sent, this response they sent to you does not contain much content as to what they are scheduling. 
  They did send us an email letting us know someone will be at the house Monday 11/6/2023 to install spillway and fix hole in the Pebble Tec finish. We still need our lights fixed because they won't go on in pool and there is bad workmanship with tile where the jacuzzi and main deck meet. We feel those issues should be fixed at the same time. Why not just finish since we paid 99 percent of the cost back in August. I believe we have been patient enough with this project and we are anxious to move forward.
   Let me be clear;  if all I wanted was to damage this Pool company I could have plastered my photos and written many damaging messages on Yelp or any Social media outlet. But I chose the BBB because I'm looking for a solution and I want to believe any reputable company should understand our situation and do what they sold us on.
  
  Sincerely,
  
  ***** *******

  Business response

  12/04/2023

  All Phase is in communication with the customer and a scheduled date has been set. 

  Business response

  12/05/2023

  All Phase is in communication with the customer and a scheduled date has been set. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed on for my pool to be re-tiled and refinished with pebblesheen in December 2022. Work started February 3rd 2023. My pool was drained, tile removed and replaced within a week. There were major issues with the work completed. The project manager agreed a portion needed to be redone but more tile had to be ordered. That should only take a few days. A full month went by with an empty pool. Ground water collected at the bottom and started to look like and smell like a swamp. Tile was eventually finished, the pool prepped, then re-prepped because they did it poorly the first time, then the pebblesheen applied. It was early April when my pool was filled. Once it was filled, the chemicals were supposed to be put in and the pump started. They never started my pump. I was told they forgot!! I had to start it myself once they gave me the ok. It is July 2023. I do not have all my grate and inlet covers. I have cracked grout and I have fountains that do not have their decorative rosettes. The finish on my pebblesheen is choppy and uneven. I keep contacting the company. Typically they ignore me, lie about coming out (I have cameras), or just don't show up. No communication at all. This is my last resort before contacting an attorney.

  Business response

  08/10/2023

  All Phase Pool Remodeling has reached out to **** & **** ****** to address her concerns. All Phase service technicians have been to the property and have completed a drain & acid wash to correct the interior finish issues. We are currently in communication with **** to complete the remaining items of concern. Mark ***** has talked with **** about the decorative rosettes for her fountains. We appreciate **** and Andy's patience during this process, and we will continue to move forward with completing the job.

  Business response

  12/06/2023

  Once water features have come in provided by the customer, Marvin will correct issues and install.  

  Customer response

  12/07/2023

  I don’t understand why this complaint is closed. There are still outstanding issues with my pool. The company is waiting until I get water features shipped to me but there id no reason to wait. The issues I have are no related to the water features. There are cracks in my grout where they installed new tile. Water could be leaking in this area. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took out 17 floor jets before pebble tek was applied to the plaster. They disappeared after that. Once the pebble tek was applied we noticed multiple divits in the floor and a 1/2” hole above the light. We called immediately and were told by Jim the supervisor that the pebble tek would expand and to give it 48 hours after the pool was filled. They sent a start up company and there was no change. We called him again and he said not to worry, the technician would be out and he would fix the divits, fill the hole above the replaced lights, and put in all new jets. This was 1/6/23. A man Blake came out and took pictures that week and then left without fixing anything or putting in jets.we called the company multiple times since and were told the technicians make their own schedule so there is nothing they can do. Then Blake called and was immediately accusatory stating he was trying to find out what WE did with the jets. That they have pictures (before pebble tek was even put down, or the acid wash guy came, or the start up pool company came) with jets in the bottom of the pool. I told Blake that the bad communication meant I don’t know which one took the jets but we don’t have any and it’s a safety issue for my kids to go in the pool at all with no jets since they could have their hands caught and I just want my pool back in working order. They started back before Christmas. Blake never came by and we called Jim again. He then accused us of taking out the jets stating “we don’t normally take out the jets because they could break” and that “they need a special tool”. Yet the holes that are in the pool have pebble tek over the pipes which to me means someone took them out before it was applied. He says he has pictures (same ones from before the whole process). We are almost in Feb and Divits still there and the hole there above lights and no jets. We are not at all satisfied with the product or company and demand it fixed now or our money back in full.

  Business response

  03/30/2023

    Yes at bond coat and at QI floor heads were in place . We did interior finish next morning after QI passed. Startup company informed us there was not any floorheads in pool or onsite. I did ask the homeowner if they removed them as our pictures showed them in place (covered ) in the pool. Homeowner said they did not remove them , said that we removed them at the prep . I told him they were there when I did the QI the day before he asked if the interior crew removed them . I said no they wouldn’t normally remove them , and I would try to figure out what happened . 
    Spoke with the Interior finish and they said they did remove them per homeowners request and was put on the deck for the homeowner .  They were not onsite , and do not know what happened to them after the Interior crew removed them . At that point we decided to just replace them to address the issue . Let homeowner know we were going to order new ones and install when they arrived . 
  
   Blake went out on 2/6/23 and installed the new floor heads, repaired the light issue- homeowner was home and with Blake .
  
  On 2-10-23 , Blake went back out and reset two floor heads that popped out of the cup and again meet homeowner there and did a walk through with home owner . Everything was good at that time service/ issue wise .
  

  Business response

  04/13/2023

  We apologize for any miss conception customer may have had in reference to the missing floor jets. The floor jets were replaced at no charge to customer. 

  Management will reach out to customer and do a final walk through of project. 

  Customer response

  04/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  There was no "misconceptions" about it. The "manager" Jim told my husband that he had pictures to prove that the jets were in when in fact the pictures were taken prior to the jets being taken out by their contractors the morning AFTER the Quality inspection was done the night before. The "manager" told my husband that they KNOW we took them out and could prove it with the pictures however the pictures we provided show that the contractors took them out and covered it with plastic film with them removed. Never did we get another call to apologize for being blamed for this issue and they absolutely SHOULD replace them since we didn't have any part of them going missing. I called multiple times since then requesting to speak to the owner regarding our "experience" and have still yet to hear from him. Since then I have had to call the office and request we get the final invoice because I was never given the letter to submit to my water company about the refill as we were promised would be taken care of as soon as the last payment was paid but they never sent a bill or anything. The woman I spoke to at the office said that it was "usual" that the bills don't get sent out on time and that she would work on getting it for me right away but even that took multiple days to get done and the letter was sent by mail and not be email as requested and I was told would happen so that I wouldn't be charge a late fee on my water bill so we missed the date on that and now the credit will be applied to a bill 2 months later because of it. Today is the first time that someone has reached out and it was by email to do a "walk through". At this point there is no need to do a "walk through". That should have been done back in February when all the mess was happening, not after because I have filed a complaint. The customer service has been awful and this company should not be allowed to operate and treat customers (who pay a lot of money for their product and services) like they are second rate citizens. There is still not been one ounce of accountability for the mistakes and the things that were said to us or the delays that made it so we could not utilize our pool. If the owner had any sense he would at least reach out and see what he could do to "make it right" but instead we keep getting responses about how it's how we misconstrued things?!? Give me a break. 

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

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 18, 2022 All Phase Pools had a crew out to my property for a pool resurface. One of the employees backed their trailed into my mailbox, completely breaking the wooden post in half and knocking it over. That same day, I contacted Mark W**** at the company, and he said he was sure it was already reported to a supervisor, but was going to check. I heard nothing that day. The next day (8/19/22) I texted Mark and told him that I could not use my mailbox, and therefore could not receive mail. He again said he would check with the supervisor, nobody called me or came to fix the mailbox. I then contacted Mark again on 8/22/22 since the weekend passed, and offered to fix the mailbox myself if the company waived the remaining fee I owed ($495) and I received no response. Since I received no response from Mark, I emailed the company explaining what had happened and that I needed the issue corrected because I had not been able to receive mail for 3 days at that point. I again offered to fix it myself if they would waive the final part of my payment. I received no response, so sent another email on 8/24/22 that my mailbox needed to be fixed, and once again, for the third time, offered to fix it myself if they waived my final fee. On 8/23 I received a response that they contacted a few places to get the mailbox fixed, yet nobody has come out to fix it. it has now been 6 days since I have been able to receive mail due to their incompetence.

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/08/29) */ We apologize for any inconvenience we may have caused you in relation to this issue. We have since replaced the mailbox with a new one and hopefully all is well.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February this year I signed a contract with All Phase Pool to resurface my swimming pool. From the onset I was concerned with the $12,000 Caretaker System of pool cleaning. The system contains a built in plumbing array of piping to eleven areas under the pool attached to "pop-ups" which when the pool is on, cleans the bottom surface of the pool in cycles sweeping dirt etal to the deep end into the filter. An add on in the contract even states there are pop ups to be cut around. The problem is that the didn't cap the units. They used masking tape when pouring the bonding cement and Pebble Tec product which seeped into the 11 units gluing them in place. Each of the units is destroyed and I don't know how much the system is destroyed. The tried using masking tape over each pop up which was useless as you can see by my videos. Each one is now cemented and glued into the system. After I complained They sent a diver out to fix problem with little success. They tried to send him out again and I said no. At that point I didn't know how much damage they did to my system, I still don't. They need to send a pro plumber out and need to empty the pool again to properly inspect the damage they caused. If unable to fix I will have to Sue for $12,000. After I said no to diver coming out again, they then concocted a story of how I told their man the pop ups didn't work. Convenient? I never said that and I have proof they were working fine. Now I believe they are lying and will not take responsibility for their problem. They need to fix this. I hate being lied to!

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/13) */ I received a copy of the ********* contract on approximately February 24th or 25th 2022 . I did a pre-site on the pool in which I verify measurements and make notes from a construction point of view . The ********* pre-site was approved on February 28th 2022 and emailed to all members of management . On 5-16-22 , I received an email from the office that the ********** wanted All Phase to provide all new pop ups because the service tech had removed all the material he could and not all 100% were working correctly. I reviewed the job file and noted on the pre-site approval from February 28th 2022 , It was noted the client said the floor heads did not all work properly as it is . I informed office I would get a cost of replacement floor heads. The homeowner informed our office they did work before and asked for someone to call . I called and spoke with Mr. ********* 5-16-2022 and explained that during the pre-site, he had told me the light did not work and the floor heads were not all working . He said I was incorrect and was trying to get more money for the company. I explained to Mr. *********, the pre site was approved 5 days after the contract and was emailed to all members of management with All Phase Pool Remodeling and it would make no since for me to make that up 3 months ago . Mr. ********* said he did say the light did not work , but not that the floor heads did not . He then said " maybe you believe and wrote that you heard that, but I never said that " Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, do not accept this. I told the gentleman that the Jandy valve was no longer working. In fact the Jandy valve which is only a diverter was removed almost five years ago. The pop ups have been working fine for fifteen years and even though I've had to replace several of the very expensive pop-ups during that time, the pop-ups worked just fine until their crew did the resurfacing job!!! the point is the pop-ups WORKED fine up until the time of the resurfacing. I truly believe that the gentleman thought that the Jandy valve had something to do with running the pop-ups or Caretaker System, it does not. A Jandy valve is simply a diverter that when in use turns the pop-ups off diverting that water to the fountain or return lines. My pop-ups worked fine for eight hours a day every day the pool was on. My pool is very sophisticated and possibly the gentleman didn't understand the workings of a sophisticated system. But I RE-SAY the Caretatker System was working fine. If it wasn't working, I would not have made such a fuss out of protecting the pop-ups so vehemently before and during the resurfacing. Everyone in that company that I talked to before and during the resurfacing job knew how concerned I was with the pop-ups and protecting them. Now, the real problem I'm having is not only the pop-ups having cement and******* *** embedded into them, but also, is the cement and glue and******* *** embedded into the pipes from which the pop-ups do their job? If it is and the system is not able to be fixed, the system will be lost because it cannot be replaced. The Caretaker system cost $12,000 fifteen years ago to install. If they cannot get the system cleaned out and working again under the supervision of a Journeyman Plumber, I will have no choice but to take them to court. BTW I have several videos of how sloppily the******* *** product was applied around my valuable and sophisticated system with little care or concern. Also, I have heard nothing from this company in the last three weeks. After they tried to send their man out again to try and fix the problem THEY created, I told them that they need to get a professional plumber out here to empty the pool and assess the damage so far only their weak response that I received today. All Phase, do the right thing. Business Response /* (4000, 9, 2022/06/23) */ An All Phase Pool Remodeling service tech installed 2 new replacement in-floor pop up heads 6-22-22, as a good will gesture . The service tech verified the remaining in-floor pop up heads and the port they sit in were/are clear of material and debris . While Mr. ********* was onsite , the pop ups worked, however due to a lower speed setting on Mr. *********'s new variable speed pool pump the pop ups were not fully flowing at optimal rate . Our service tech showed and explained to Mr. ********* that an in-floor pop up system requires a strong flow to run correctly. The pump was running in a mid-low speed setting on the active /current timer. While onsite, our service tech moved the pump speed up to full speed and a mid-speed and all the floor heads opened and closed as they should . Mr. ********* said he would get with the plumber who installed the variable speed pump to set up the pump to run a higher speed required for the in-floor pop up system . Consumer Response /* (4200, 11, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As usual with this company something gets lost in the telling. Terry the nice young man who came to fix All Phases problem has misstated the facts. First the pop-ups did not work properly at full pressure while he was here. The pop-ups must extend fully for ninety seconds at each of five different zones. Then as the zones change from one to the next, the pop-ups move counterclockwise and down so that each pop-up moves around to 360 degrees during its overall run. This never happened while Terry was here. The pop-ups never extended or moved counterclockwise. In fact, if he did get the pressure up full the pop-ups never extended to where they should and never (not one of the eleven) turned in a counterclockwise motion. So no, the pop-ups are not working properly. I believe that the pop-ups still have grit and glue in them from the resurfacing job that went wrong. And then you have the audacity to offer me two replacement pop-ups as a goodwill gesture. *********** Terry broke one himself and couldn't get the other one out. So don't talk good will unless you come to me with your hat in hand and offer me instead your heartfelt apology for all the crap you've put us through. In his statement Terry got it wrong again, I told Terry I would get together with my pool professional to see if he could get your problem fixed. And next time you send someone out, please call me in advance so that I'm aware. Also I have been talking to the folks at******* *** about your resurfacing fiasco and look forward to the time I can be done with this mess and have in hand my ten year warranty.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I first have to say that because I obviously was mistaken in thinking this would be taken care of, I failed to keep track of all of the calls made to this company. My first contact with them was in person prior to June 29, 2021. I was at their office and asked that service be scheduled to look at two spots that have appeared in the finish of our pool. I know this date because after another call by me I was asked to email photos of the spots. That was sent on June 29, 2021. I have called several times since being told I'm on the "list". I have never been contacted by them to set up an appointment, just ignored. This is a warranty issue and all I'm asking of this company is to do what they are obligated to do. The original contract for the pool renovation was in my wife's name, Michelle ******. The contact information is mine, her husband, Steven ******

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/04) */ We apolagize for any delays and will reach out to customer to address their issues. Consumer Response /* (2000, 12, 2021/12/18) */ I'm very happy to say that Josh took care of our concerns quickly and we are satisfied. I thank him for the job he did. This finished on a positive note but unfortunately it took contacting the Better Business Bureau to get it done.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  (1) Oct 12, 2021: My wife and me, we sign the contract for repairing our pool at ***** *** Lake *** *******, FL, USA, XXXXX. (2) Oct 18, 2021: I called and send an email with a copy of the signed contract and the check to Margarita at their office for cancelling the signed contract. (3) Margarita never call me back. She just replies to the email that she had forwarded my cancellation request to the accounting department. (4) Nov 5, 2021: Margarit replied back to me that they do not have any records on our check being deposited and asked for proof of deposit. (5) An hour later I send them a printscreen from the Bank Of America that prove the deposit. (6) 8 weeks later on we still haven't received any refund yet.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/30) */ Please provide us with pic showing back of check after it cleared your bank as we have no record of depositing a check from you. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already send them a copy of the recto and verso of the check on Dec 01, 2021 13:00 and Jeff ****** apologize for their mistake. Business Response /* (4000, 10, 2021/12/03) */ Customer showed back of check cleared their bank and a refund check has been processed. Consumer Response /* (4200, 12, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) We wait until we will received the actual check and being able to deposit in our account successfully.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract on Feb 4, 2021 for pool and deck remodel. Total cost $14,100. $13,270 paid so far. Work started first week March, 2021. Quality issues with glass block, changed to concrete wall. Part of reno was replacement of jets. Told after that "spa jets" weren't included. Charged extra, added 4 weeks. Initial issues were pool leaking (fixed quickly) and pain issues (never fixed). By mid-May, waiting weeks for punch list items to be corrected. List included incomplete deck paint, missing spa fittings and irregular grout line on top edge of tile. Spa fittings finally installed but tile and paint not addressed. In July. I requested meeting with Supervisor. Chase ***** inspected tile and paint and agreed to repair need and promised to schedule. Never heard from again. Despite repeated promises over 6 months, work has not been completed. Tile tech even came out, looked at job and left, promising to be back by end of last week. No show. Now being told next week but no date.

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/10/29) */ We're working to get remaining items closed out Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have been working to get the items closed out for over 6 months. There is no schedule, no plan, no follow through, no commitment. Saying "we're working on it" over and over is nothing but empty words. I want a specific schedule of what tasks are going to be performed, who will perform them, when the tasks will be complete and who, at management level, will follow up to make sure it's all done. If need be, I can provide dozens of emails from the past six months saying "we're planning that for next week". Then nothing happens. Work, not words. Business Response /* (4000, 14, 2021/12/04) */ Replaced a few chipped tiles, cleaned all grout joints. Customer approved this portion of work after walking it with tile setter. Deck painter showed up on 12/03/21 to do paint and customer advised him that he wants us to remove all of his furniture and personal items off of deck. Deck painter was not prepared to do all this. We are not able to remove customers personal items off of the deck for liability reasons. We will reschedule with customer to have deck pressure washed and re painted. Customer will be responsable to have area clear of all furniture and personal items prior to our arrival.

*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. ↩