ComplaintsforDynasty Building Solutions, LLC

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a contract in place for installation of my roof. This process began 08/31/2021 when Dynasty inspected my roof and recommended a new roof due to storm damage. My insurance claim went into litigation. While in litigation, my HOA forced me to remove the tarpaulin from my roof. ***************** coverage expired and no insurers would provide coverage until I get a new roof, so my mortgage company applied forced insurance on my home which increased my mortgage payment. Dynasty is aware of all these issues and difficulties along the way but has placed no urgency on installing my roof.Earlier this year my litigation case resolved and a partial payment was issued to Dynasty from my insurance company. On 06/27/2023, I went in person to Dynasty and turned over endorsed settlement checks totaling $13,230.89 for my roof replacement. The installation agreement was also completed on 6/27/2023 reflecting an estimated installation date of 7/10/2023 and a balance of $6,330.53 to be paid upon substantial completion of the roof. On 7/7/2023 I provided my HOA approval to Dynasty. A few days later a Dynasty employee, ***********************************, placed an approved county permit on the front window of my home and told me that someone from production will contact me by the upcoming Monday to get a Garbage bin placed in my driveway prior to installation. Since that time, Dynasty has lapsed in communication with me. I called the company for updates on my roof installation once the 7/10/2023 date passed and I had heard nothing. I made several calls to Dynasty asking for an installation date, but each time I was told that someone will get back to me.Eventually, towards the end of July, I was able to speak with *******************, a supervisor who handles the scheduling of roof installation for the company.I explained to her that I have not gotten an installation date yet even though payment was given to Dynasty on 6/27/2023. I also told ***** that I am now being charged for forced placed insurance on my home and requested to be moved up on the priority list for installations. ***** assured me that she will move my file up on the priority list and will keep me updated until my installation is scheduled. Initially when I received updates from *****, she told me that she doesnt have an installation date for me yet. On 8/15/2023, ***** left a voicemail for me apologizing and stating that she still does not have an installation date for me but that I will receive updates from her twice per week. The next update I received was on 9/8/2023 when I was informed that theres an issue with the supplier and that Dynasty is looking into different suppliers. I have not received any updates since then and I have not been getting updates twice per week. For weeks after receiving the 9/8/23 update I called Dynasty but each time I called I was told that someone from production will call me but no one ever called. On 10/4/2023, out of frustration I sent an urgent email to *****, ***, and the general email for Dynasty explaining that there is now concern for mold in my home, and that my children and I are now getting sick frequently; no one from Dynasty responded to my email. On 10/5/2023, I went in person to Dynastys office and spoke with a manager, **, and tearfully requested that something be done because my kids and I are getting sick so I need my roof installed asap and no one from Dynasty is returning my calls or providing updates. **, looked at my file for the first time that day and pointed out that my file reflects that there is a tarpaulin on my roof. He was shocked when I told him the tarpaulin was removed last year. This is extremely frustrating because the tarpaulin was removed by a Dynasty employee and I was charged $250 by Dynasty for the tarpaulin removal yet my file does not reflect that I have a leaking roof with no tarpaulin. ** sent a Dynasty employee to my home on 10/05/2023 following my office visit and told me that I will have my roof installed by the next week. The week has started, and no one from Dynasty has contacted me to confirm an installation date. So, I went in person to the office again on 10/9/2023 to ask for my installation date and was told that materials should be delivered to my house this week and after the materials are delivered they will reach out to me for and installation date - so there is yet more delay.

  

  Business response

  10/17/2023

  Hello,

  
  We are aware of ***************** concerns regarding her project and working diligently to get these issues resolved for her. We confirmed with her yesterday 10/16 that her permit was still posted on her house. We already have materials secured for the completion of her project and plan to have her projected fully completed in the next week. We have every intention to complete her project and present to her a beautiful new roof. We understand that we had a delay in the project and did not initally meet her expectations. We will be communicating with her directly in regards to her installation date and continuing the production process.

  Customer response

  10/27/2023

   
  Complaint: 20719859
  
  I am rejecting this response because:

  Dynasty began working on my roof on 10/22/2023. On 10/23/2023 I called and asked for an estimated completion date. I was told that I will get a call back regarding the estimated completion date because the company is still waiting for materials. No one has provided me with an update since then. I have not seen anything done on the the roof since 10/22/2023. Yesterday the dumpster was removed from my driveway but thats all Ive seen since 10/22/2023. No one is communicating with directly like they claim in their response. I intentionally waited until the end of the week to respond because I wanted to give Dynasty the opportunity to complete the roof as promised but we are now at the end of the week and I honestly dont know when ******* will be done.
  
  Sincerely,
  
  *************************

  

  Business response

  10/31/2023

  Hello,

  The materials are on-site and you are scheduled for production tomorrow, Wednesday, November 1st in which it should be completed.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had my roof done 2.5 years ago by Dynasty Building Solutions and they were paid in full back then. I was happy with the work and have no complaints about what transpired back then. However, just recently, they have harassed me for over $3000 more starting in August. I moved out of state and had no idea what was going on and they just continued to harass me for this money 2.5 years after it was paid in full, they mentioned it was additional charges. I dont owe them this money, this was NOT the contract amount and I was. It alerted to owing this money until 2 months ago. Now they have threatened to file a judgement against me. I dont owe this, they dont deserve to be paid anymore and I find these actions very questionable and sketchy to charge additional charge SL almost 3 years after the project was completed and paid for.

  

  Business response

  10/17/2023

  Hello,

  We reached out to the customer on 10/10/2023 at ****** but were not able to make contact. Our office left a voicemail but have not heard back. We would like to speak with the customer to go over all of the insurance documents and paperwork to explain the Supplemental process and how it works.  We would like the opportunity to speak with them but we are unable to make contact.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/10/23, 16 months after completion of work we contacted Dynasty due to leaking of windows around where siding work was completed. At this time we also noticed boards where siding was completed were warping and screws/nails seemed to be sticking out in addition to caulking not holding up. ****************** came out on 7/13/23 to look at windows and siding. On 8/2/23 we received an email from Dynasty about having some one come out to look at the leak and schedule the rest of the work in two weeks. After several weeks of back and forth with Dynasty a date of 9/6 was set for work to start; on 9/5 we received an email that no one would be coming out due to delay with crews on other projects. A date of 9/13 was rescheduled. A sub contractor came out in addition to *************** with Dynasty. I shared the scope of the work that needed to be done, *** was not aware of history of project. *** then asked me to provide previous invoices and work documents to follow up with Dynasty. On 9/14 *** came out with subcontractor to discuss job. *** said he would speak to Dynasty and ask to be assigned to oversee project. On 9/15 we received a Change Order from Dynasty detailing scope of work at no cost to us. I signed and returned it on 9/19. Dynasty had already verbally agreed the original work was not done properly, they said they would fix and complete the job correctly (work is under 5 year warranty). Due to not hearing from Dynasty since signing the change order on 9/19, I called *********************** to ask on status of start date of job. He informed me Dynasty reassigned him to a different job and took him off our project. Dynasty has not honored their verbal agreement to complete and fix the siding job that was done incorrectly in 2/2022. We are seeking assistance in getting this resolved. We feel Dynasty has been misleading us since we contacted them about this issue 3 months ago. They also have a warranty to uphold.

  

  Business response

  10/17/2023

  Hello,

  We are aware of the customers complaints and are looking to get this resolved. The owner of the company reached out to the owner on 10/14 via email with the plan of action on how we plan to handle the issues at hand. We are committed to providing a comprehensive solution to their concerns within the stipulated timeline.

  Customer response

  10/22/2023

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

• Initial Complaint

  06/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dynasty Building Solutions had scheduled to install to my roof for May 22 and 23, 2023. No one showed up and I was not notified on any cancellation or changes. I called them and no one had an answer why. Since then they have rescheduled 4 times and and still a no show. I've call several times and all I get is a run around. Note this is an insurance claim in the amount of $23,036. On April 17,2023 a representative of Dynasty convinced me to sign over the check with a promise that they would take 30% deposit and return the rest to me until the job was completed, to this date they never return any monies. Arragements were made to have my deductable of $1000. to be paid in 3 equal payments through a credit card. As of June 1, 2023 they charged the first payment to my credit card, and still no roof

  

  Business response

  06/15/2023

  Dear ********************,
  
  We would like to extend our heartfelt apologies for any inconvenience you have experienced. We understand that things don't always go according to plan, and we deeply regret falling short of your expectations in terms of customer service. Our team has been in contact with you, and we have now confirmed a production date to ensure the timely completion of your project.
  
  Regarding the funding arrangement, we had agreed to proceed with a check swap for the 30% down payment. However, we acknowledge that this did not take place as intended. While we cannot change what has already transpired, we take full responsibility for our lapse in follow-through. As a gesture of goodwill, we have promptly reversed the credit card transaction until your roof is fully completed. Once the project is finished, we will proceed with your chosen payment plan. Please note that the credit reflecting this reversal will appear in your account within 2-3 business days.
  
  Once again, we sincerely apologize for any breakdown in communication and the lack of prompt action on our part. We want to assure you that we are fully committed to rectifying the situation and completing your project with the utmost dedication. Should you encounter any further concerns or issues, please do not hesitate to reach out to our office.
  
  Thank you for your understanding and patience.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2022, we hired Dynasty Building Solutions to put on a new roof on our house, including the replacement of three skylights. This work also entailed some interior work. Part of the work scope included the following: remove the smoke detector, ceiling fan, in wall speaker, projector, and recessed lighting. However, those items were never removed, nor was the paint cut in where the wall meets the ceiling. Dynasty's interior team replaced the drywall at the top of the interior skylight surrounding wall, they never installed new insulation. The interior team scratched up the inside of all three skylights, got paint on one of the speakers and the projector. I spoke with ******, sent him pictures, and he did send another team out to cut in most of the paint, but not all of it. ****** also said that he was going to send someone out to replace all three of the skylights, but he never did; we are still waiting. Mold keeps showing up on the bathroom skylight, it never did before this install; I have to wash the mold off a few times a week. ****** kept telling me we were his top priority, I have been patiently waiting, to no avail. I gave up calling, it has been too long and I want this resolved now.

  

  Business response

  04/06/2023

  Spoke to homeowner today to address his concerns.  He was actually very happy with his roof and that it held up beautifully through the hurricane.  We were not aware of any leak issues previously and are sending out our Production Manager early next week to assess and see what needs to be done about it.  The skylights are being replaced as well.  We will maintain contact with the homeowner until all his concerns are addressed and he's satisfied.  We always strive for 100% customer satisfaction and we are committed to that policy with this homeowner.  

  Customer response

  04/07/2023

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

  Customer response

  08/16/2023

   
  Complaint: 19900015
  
  I am rejecting this response because: In July of 2022, Dynasty Building Solutions put on a new roof for us as well as installing three new skylights. They were also paid to complete some inside work that was never completed; painting the living room ceiling, it was never cut in, paint was left on our speakers in the ceiling. The skylights were not installed correctly and there is a mold problem now, plus, the skylights were scratched up on the inside real bad by the person that was doing the inside work. A few months ago, the bathroom skylight was replaced, however, the kitchen and living room skylights still need to be replaced. I called a few weeks ago and was told they don't even know where to order the skylights at. The skylights that we had before Dynasty even begun their work on our house were quite, the ones they installed are extremely loud when it rains, the bathroom skylight is much better now. This issue has to be resolved soon! We are tired of getting the run around with this company and cannot believe that this company has no clue as to where to order skylights from.
  
  Sincerely,
  
  *************************

  

  Business response

  08/23/2023

  Hello,  we have been in contact with Mr.  ****** in regards to his above issues. We were out to his property on 8/21/2023 but were unable to complete the scope of work due to the Skylight being too small. We are in the process of getting the correct skylight so that we can go back out to the property to get this corrected. We will continue to keep in contact with **************** and will be back out to the property to resolve this issue.

  Customer response

  08/24/2023

   
  Complaint: 19900015
  
  I am rejecting this response because: I am not going to be satisfied until the skylights have been replaced.  For several months, there has been excuse after excuse on why it is taking so long to get the right skylights.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roof was replaced in September 2022, during the home owner inspection I told them the facia and siding of the roof did not look right, it was extremely warped. They said they would send someone out, I asked repeatedly for months and they kept saying they would send someone out. Finally in January of 2023 someone came out to repair the error. They attempted to fix one part instead of fixing all of it and ended up having to come back out an additional time to fix it again. It still is not fixed and now they are refusing to fix it stating there was warping before the roof was replaced. There was warping but not to the extent there is now. Theyve provided pictures of the before (cream color house picture) and Ive show them pictures of the after (grey color house picture) and they are still refusing to fix the warping they caused.

  

  Business response

  04/12/2023

  Hello, someone from our company was out at the property on 4/10/2023 to evaluate the above concerns . Our office will be reaching out to schedule a repair.

  Customer response

  04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  As long as the company follows through with their intentions of reaching out to schedule and repair, I will then find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a down payment 9/7/22 in the amount of $890.00 to have a new roof put on my town-house due to leaking issues. I was told the start date would be approximately 1 month out in order to get the permit. I have contacted them on numerous occasions and keep getting the run around. I last reached out 12/28/22 again asking for the start date. I still haven't had a response. The water has now started leaking into my ceiling light fixture. Please help!!

  

  Business response

  12/29/2022

  Hello,

  
  Per our conversation earlier today, we are taking an active approach at rectifying this problem. We have done the following steps today to get this job moving. 
  We have ordered necessary documents (EagleView document of exact roof measurements) and spoke with the representative on your file. A representative will be coming out to your property to get any additional information and pictures that are needed to move this project forward into production.  We are calling an urgent meeting and will be reviewing your file to its entirety first thing Friday morning 12/30/22. We will be in touch with you early next week to discuss a new production date & give you a full update on the status of getting this project completed.
  
  Should you have any more questions or concerns, please do not hesitate to give us a call at ************.
  We look forward to finishing your project, and we hope this provides more clarity to the situation. 

  
  Thank you,
  Dynasty Management 
  

  
  

  Customer response

  01/06/2023

   
  Complaint: 18655115
  
  I am rejecting this response because: it is now Friday and no one has contacted me. I would like to keep this open until I have a new roof. When I first contacted Dynasty, you could barely see any leak marks.... not any more!!
  
  Sincerely,
  
  ***************************

  

  Business response

  01/09/2023

  Hello,

  We spoke with you today, Monday 1/9/23, to update you on the progress of your project. We apologize for the late response. As stated on our call, we have a scheduled production meeting regarding your project specifically this Thursday, 1/12/23 and will keep you updated on all information after that meeting is over. We are hoping to have a specific start date by the end of that meeting, and we look forward to finishing this project as soon as possible. Please don't hesitate to reach out to us with any questions or concerns!

  Thank you,

  Dynasty Management 

  Customer response

  01/17/2023

   
  Complaint: 18655115
  
  I am rejecting this response because: it is now January 17th. Down payment made in September. Not only is leak getting worse, but I'm getting concerned about other possible damages. Please give me a start date.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/23/2023

  Hello,

  I wanted to provide an update to this as our representative, *****, reached out today 1/23/23 and updated you on the progress of your project. 

  As stated earlier, immediately following the update we went ahead and scheduled a pre-construction meeting for tomorrow, 1/24/23 at 3pm to go over all of the specific details necessary to push forward into the next approval process. After tomorrow's meeting, without any unforeseen circumstances, we should be able to move forward and order materials, creating a tentative production date that will be communicated to you by this Friday 1/27/23. Once we have this production date set we will be giving you a call ( by Friday ) to let you know what is to be expected & next steps. We will continue to be in contact with you as updates arise. 

  As always,

  Please reach out with any concerns or questions. We are happy to help.

  Dynasty Management

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company came to my home a gave me an work authorization agreement date june 17, 2022. This was for a full insurance roof replacement. The company did call to schedule install, nor return calls. After seeking assistance I finally got at person by the name of ************************* to inform me of the work to be performed on the 26th of September ****************************** the amount of $3882.50 plus an additional $500.00 which was my deductible on Sept 5, 2022. Note: On the paperwork provided by ************** he dated it June 5, 2022 which definitely the wrong date. (see date of check). They never called, emailed and or showed up on the 26th. On the 28th Hurricane *** hit my local area. Due to what we feel was negligence on the part of Dynasty Building Solutions our ceilings caved in and the roof blew apart due to the failure of the replacement not being done. Having been told my several roofers that have stopped by that had Dynasty performed their job that they had been paid for we would not have the damage that we do. Immediately after the hurricane I called ************** and he said I was lucky as they were in a meeting doing scheduling and he would call me right back and still to the min have not heard back. Still calling and never getting a return call. *** Supporting Documents to all the above

  

  Business response

  10/23/2022

  As soon as ****************** daughter called this past week, we've been in contact almost daily.  ********** has asked for all money paid to Dynasty to be refunded which we have agreed to.  Once the General Release has been signed by ************** and complied with, we will issue all funds back to him.  ********** and I had a good conversation the other day.  We feel for ************** and his wife's situation.  We apologize that our customer service did not meet their expectations.  We should have a firm resolution to this matter in the next few days.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-12-22 *************************** with Dynasty Building Solutions came to my house at ********************************************************************************* and we signed an agreement for Dynasty to replace my roof, repair the damage to one of my sheds and replace my mailbox, which is what my insurance company ********************************* agreed to pay for. The total price was $13,425.08 before credit and my portion is $1,550.00 which is my deductible and $550 for tribuilt peel and stick. I gave ****************** the check that my insurance sent me which was $7,136.44 on 7-12-22. The estimated install date was supposed to be 7-11-22, on 7-12-22 we called Dynasty because they did not call or show up, they said that I had to sign a new agreement because they wanted more what ****************** originally put on the agreement, so he sent me a new agreement, that had the total price is now $15,617.53 and an estimated install date of 7-25-22. On 7-26-22 we called Dynasty again because again they did not show up or call, they said we were taken off the schedule because my insurance has paid them the rest of the money. They finally came out on 8-5-22 and put the roof on we told them that day that we have 2 leaks that we know of since they started putting the roof on, as of 9-18-22 they still refuse to repair the leaks. I have paid them a total of $8,686.44 and they still havent completed the work or made the repairs, It has been over a month since the roof was installed and the inspection hasnt been done. We have called them approximately 20 times since the roof was installed to fix the problems with the roof and complete the shed and the mailbox and they keep refusing. I received a letter on 9-17-22 that Dynasty put a temporary lien on my property, because they haven't been completely paid, when they haven't even completed the work.

  

  Business response

  09/19/2022

  *****,

  After reviewing your file in full here is a quick summary along with resolution to your complaints.

  1. Your contract is based upon approvals from the insurance company

  2. There is not a lien on your property, you received a generic letter that goes to all homeowners when the job is completed

  3.The leaks you are stating are occurring is part of the roof that we were not contracted for

  4. We were still waiting on a paint color up until this morning when it was given to Skyler 

  5. We have reached out to complete a walk through of the property, and go over the complaints with you with our production management team

  We thank you for your patience and understanding. We look forward to getting your file wrapped up.

  Thank you again for your feedback. 

  Customer response

  09/22/2022

   
  Complaint: 18042370
  
  I am rejecting this response because: 9-22-22 ****************************** and a project manager came out and claim that the leaks were not caused by their people; however, we started experiencing the leaks while they were working so I find it impossible not to have been caused by the work they did and it was told to them the moment the leak started, which was while they were on the roof working. They set up a date for the shed of 9-22-22 at **** and once again no call no show, when ******* asked *************************** about the shed,he stated that they will be out Monday 9-26-22, but again no communication prior to us making contact it has been the theme throughout this experience. 

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

  

  Business response

  10/18/2022

  First and foremost, we value all of our customers even when a dispute such as this arises. We have communicated with these customers regarding their concerns in a good faith attempt to reach an amicable resolution. 
  
  It would appear that this dispute arises from alleged leaks which we found to be isolated to the homes metal roof.  Upon our investigation, there are fasteners on this metal roof that are visibly rusted and not flush to the surface. 
  
  Per the installation agreement, the metal roof was entirely outside of Dynastys contractual scope of work.  All work contemplated under the governing contract has been completed and the job has passed final inspection with the applicable building department.  Any additional work outside of the contractual scope of work would be an additional cost as explained to these customers.
  
  To date, Dynasty has not placed any claim of lien on these customers property, despite their outstanding principal balance owed in the amount of $7,843.33. While Dynasty reserves the right to record a lien on the unpaid balance for the work it performed, we are open to continue discussions with these customer to resolve any issues they may have.
  
  Thanks,

  Dynasty Building Solutions 

  Customer response

  10/19/2022

   
  Complaint: 18042370
  
  I am rejecting this response because: First and foremost, Dynasty Building Solutions has not made any good faith attempts to do anything only made demands. Secondly my metal roof was fine prior to their workers walking on it, agreed upon with Dynasty and insurance while insurance was adjusting my claim. The workers should have known not to walk on the roof, therefore most of the seals by the flashing which is where my shingle roof ends and the metal roof begins has been broken as well as the next seals below those which would happens from people standing there to finish the last portion of the shingles. The chimney and the collar was not replaced and as a result I already have blistering on the shingles around that area. I owe per the signed quote $6,931.09 not the amount they came up with, the signed quote by both parties is dated 7-12-22 the invoice they sent was dated 7-26-22 mind you that no one from Dynasty came out during this period and work did not start until 8-5-22. So, they intended to try and overcharge me long before they came out. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used this company to replace the roof on my house that I was selling in 2019 at the address below with my previous name ***** ******** XXXXX ******* ****** ******** ** XXXXX They were given the funds from my insurance to start the roof. The roof was done and I sold the home. I did not hear from this company until 15 months 2020 later claiming I still owe money for the roof. I paid them that amount and they told me everything was paid in full and I did not owe anything else. Then in January of 2022 They stated there was still money owed on the roof and that the insurance company would be sending me a check. I gave that to them in January. Now I got a email today April 20th 2022 still stating there is an outstanding balance. I am so over this company I will never use them again I do not understand why I have had to deal with this company for 3 years now after they told me the roof was paid in full. Billing department is in Sarasota and no one calls you its just a email. I will be sharing with my friend and family not to use your company at all.

  

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/04/21) */ Mrs. ******** As you know your contract states that we have the right to supplement the insurance company based upon work that we completed if they underpaid it. We unfortunately do not have control over how the insurance company releases payments, and their timeframes. The remaining balance on your account of $694.61 is for law and ordinance. This means these are code items that we had to install on your roof in order for it to pass inspection. The insurance company has forgotten to release these funds, your payment that you received in December in which we picked up was for your final supplement. There is a final check of $1,804.31 to be released, only $694.61 is due to us and the rest is yours. We did try reaching out to you yesterday with no response to help but did not receive a response. If you did not receive these final funds then please contact your insurance company for them to re issue this check. I will follow up again today on this matter.

*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. ↩