ComplaintsforMarquee Insurance Group

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a fairly new transportation company ****** ******** LLC MC *******) that's been in business for a little over 4 months, we have been with Marquee Insurance for the same time. I cannot express the disappointment and lack of response from this company. As if the lack of response and communication isn't bad enough this company is now making it difficult for us to be able to operate by their delays. For example, we have attempted to get new drivers added to the policy , once we pay for the *** to get these drivers records it takes Marquee weeks to get back to us. By this time our potential candidates have already found new employment. I understand the process of getting a driver approved may not be immediate but to not be available over the phone or waiting until the end of the day to respond to a costumers question/request/concern is NOT acceptable.

  

  Business response

  01/08/2024

  Good Morning,

  As an agent, not a insurer, Marquee Insurance Group does not dictate the guidelines for drivers being added to an insurance policy. When an insured sends in a driver to be added to their insurance policy or policies, it is common with most insurers that the driver must fit within guidelines set by the insurer. In this case, the insured sent multiple drivers over for review on 12/28/2023. Once all documentation required by the insurer was provided, the changes requested were made to the insured policy on 01/03/2024. I would like to mention the underwriter came back asking for additional documentation for one driver based upon MVR activity. At that time, we requested the additional documents from the insured. As of 01/04/2024 the request by the underwriter was resolved. At the end of the thread, Marquee had corresponded with the insured over 15 times during the time frame. 

  At that time, the insured expressed frustration over the process and we promptly addressed their concerns. We believe that we have done the upmost to inform the insured every step of the way.  

   

  Customer response

  01/09/2024

   
  Complaint: 21103566
  
  I am rejecting this response because: Marquee has failed to take any responsibility about not responding to our request in a appropriate time frame, the last interaction that took place on 12/28 that Marquee is referencing was the most recent , but not the only time we have attempted to reach out to them. We had sent several drivers over last month that took over 3 weeks to even get a response back . I am attaching emails between my partner and sales representative ******************* where he states he will reach out with the endorsement team and weeks go by without a response or call back. When we reach out to the person listed in our account as the person of contact we get an email back that the person is no longer an employee of Marquee insurance. Its just one thing after another with many people involved and no one taking accountability for the lack of response and how much it is hurting our operations as a small business that relies on the quick action of the agent.
  
  Sincerely,
  
  ***************************

  Customer response

  01/09/2024

   
  Complaint: 21103566
  
  I am rejecting this response because: Marquee has failed to take any responsibility about not responding to our request in a appropriate time frame, the last interaction that took place on 12/28 that Marquee is referencing was the most recent , but not the only time we have attempted to reach out to them. We had sent several drivers over last month that took over 3 weeks to even get a response back . I am attaching emails between my partner and sales representative ******************* where he states he will reach out with the endorsement team and weeks go by without a response or call back. When we reach out to the person listed in our account as the person of contact we get an email back that the person is no longer an employee of Marquee insurance. Its just one thing after another with many people involved and no one taking accountability for the lack of response and how much it is hurting our operations as a small business that relies on the quick action of the agent.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/10/2024

  While we understand the insureds frustration, Marquee promptly addressed their concerns when it was brought to our attention in our most recent correspondence. Provided to the BBB are full email chains containing previous correspondences with the insured for their requests sent to the Endorsements Team. These requests were addressed with attention and in a timely manner. If at any point a request does not fit within the insureds provider guidelines,the request must be sent directly to the insurance provider for review/approval. Due to this, it can cause delays in processing. This is clearly communicated to the insured on the front end. Our Endorsements Team works out of a ticketing system and requests are handled in the order they are received. Unfortunately, if our team has not responded to the request, any follow up attempts from the insured will cause the ticket (request) to be moved to the bottom of the queue. At no point has Marquee blatantly delayed responding until the end of the day or been unavailable by phone. We look forward to our continued partnership with the insured and would be more than happy to address additional concerns with the insured through a phone call with Management.  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted through the marquee insurance group for a commercial policy. My initial truck broke down I started policy with and had to be replaced immediately. I informed them thru email what I needed . they also responded thru email what documents they needed to proceed.I supplied all the documents they required. They failed to accurately do their job. With their failure it cost me $10,000 extra in premiums. Nobody did their job unless I called for them to do their Job. That's if I could get someone on the phone, or answer email. This insurance agency is horrible. Had to leave this insurance company because no one would do their job and so I could stop bleeding money which they cared nothing about. When shopping for new insurance everyone got upset on how I was treated and their lack of professionalism. I just need the BBB to in courage these people to do their job. I have went into collections and got late fees with the finance company because these people refuse to send their money back in a timely fashion they blame it on everyone else but themselves. I need them to send everyone back their money that don't belong to them they are simply refusing to do so. Then they are refusing to answer the phone so I can get update on all the money owed

  

  Business response

  01/04/2024

  Good afternoon,

  Ill start this by prefacing that Marquee Insurance Group,LLC (hereafter MIG) is a commercial insurance agent and is not an insurer. *** does not dictate coverage terms and conditions of insurance policies and must adhere to the guidance/coverage terms based on what is provided to us by the insurer/wholesaler. This insured requested removal of an owned unit, that was not operating, from their policy on 06/28/2023 and the addition of a new unit at the same time. Insured also agreed in writing to pay for the new unit once MIG received the invoices from the insureds provider. *** requested the changes be made for the removal/addition to the insureds policy via the policys underwriter. The new unit was added, but the underwriter indicated that the owned unit must remain on the policy for Auto Liability since it was still owned by the insured and federal filings were on the policy. This was fully communicated to the insured throughout the process. Eventually, the underwriter agreed to a unit usage reduction with documentation that the tags for the unit were turned in. This resulted in a return premium being owed for the reduction in coverage. The insureds policy was premium financed through a finance company, *********************, so the funds were sent back from the provider directly to the finance company and applied to the outstanding loan balance.This is typically an 812-week process since the funds move from the provider to the finance company, the funds do not pass through MIG. These details were fully relayed to the insured via writing multiple times. On 09/23/2023, the insured requested to cancel their policy because they had replaced their policy with another agent. The cancellation was promptly processed by our ************************* The cancellation process goes through the same standard **** week return premium process, and this was relayed to the insured in writing on more than one occasion. Marquee did all they could to inform the insured in writing every step of the way during the situation. Unfortunately, the insured failed to acknowledge the information that was given to them and threatened legal action. As an agent MIG followed proper steps to ensure everything was completed in a timely manner, but ultimately, we must follow the guidance given to us by the insurance provider/underwriters. 

  Customer response

  01/04/2024

   
  Complaint: 21084910
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  i am rejecting this response impartly with it being false on several points

  1st point I notified them immediately after my 1st unit broke down telling them to remove unit off my policy completely which they only removed the physical not cargo as instructed in which it carried on to July with the premium hike when I brought this to their attention all I got was apologies and the promise of them back dating to my initial request in June.   The only time i can get these people to do their job is to call then if they do answer the phone i get a multitude of excuses why things have not been fixed IT IS THEIR FAULT I HAD TO PAY A EXTRA $10,000 because they didnt do their job.  These people have yet  not corresponded thru email or  answered phone its their fault the reason why I was paying almost $4000 a month 

  Then they wish to lie I gave my money to them to start my policy because they represented themselves as a insurance company which I found out later was false

  This is why I will persue them legally if this is not resolved it has been 3 months and nobody has gotten their money back they are holding on to it and making no efforts to see this matter closed

  Like I said these people have plenty of excuses why its everyone else fault but theirs

  They have misrepresented themselves to me as a insurance company, they took my 1st payment as a insurance they need to refund the money as a insurance company they say they have providers but won't share their information so I can contact directly since that they need to get that money back!!!

  I had to ****** the finance company because they refused to give me the information I talk to them every for last 5 months they said they never seen nothing like this insurance agent even they can't figure out what is taking so long to return funds that don't belong to them they apologized every month for having to charge me late fee's the finance company said they wish they could go after this insurance agency they are the ones that told me to pursue legal actions because they failed to return funds in timely fashion

  this place need to except the fact they did do their job correctly is what caused this problem

  

  Business response

  01/08/2024

  We understand the complainant has experienced a series of unfortunate circumstances. Marquee Insurance Group, LLC does not represent themselves as in insurance company. The insured was provided binding documentation (provided to BBB),outlining policy coverages, terms, equipment, drivers, insurance providers,and finance company (complete with contact information for the finance company). Additionally, the insured signed these documents and downloaded a copy for their records (audit trail sent to BBB showing the insured viewed,signed, and saved these binding documents). 

  MIG had multiple conversations with the insured via phone call and email (written correspondence provided to BBB). As previously indicated, we could not remove the unit from Auto Liability due to the insurance providers guidelines (email from the underwriter provided to BBB).The unit was removed from the Cargo/Physical Damage policies effective the date of the insureds request (underwriting email provided to BBB).

  The insured made a down payment to start the policy, and the remaining premium was financed through Agile. A down payment is a portion of the total premium the finance company requires to finance the policy premium, typically this can be anywhere from 18-25% depending on a multitude of factors. It is not a deposit.When the policy is cancelled, taking into consideration the standard **** weeks return premium process previously mentioned, any return funds owed are sent back to the finance company from the insurance provider and applied to the outstanding balance of the finance account. Any overages will be sent to the insured directly.

  At this time, we can see the Cargo and Physical Damage policy return funds have been applied to the finance account. Regarding the auto liability policy there has been a delay, due to the holidays, with the provider sending the funds back to the finance company. MIG has been diligently following up with this provider to have the funds expedited.

  

  Business response

  01/08/2024

  Hello,

  We are having trouble submitting attachments via the online form at this time. Please advise an alternative email these can be sent to. It is vital to the resolution of this case. Complaint Reference Number: 21084910.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After agreeing to give my business to Marquee Insurance Group, LLC and binding a new insurance policy I trusted they would handle all filings to the proper entitys for my trucking company. Because Marquee did not do their due diligence when filing my they authority went inactive causing me to lose 4 days of revenue. Now that the my authority is back active companies still will not give me work because the system that shows if a company is compliant has not updated and it will be another two days before it updates. This issue could have been avoided had the representative and his manager researched the letter I forward them from the ***** on 8/22. However, their response was it was an oversight from the ***** and their system must of not updated to reflect my new policy. Ive been dealing with this issues for over a week, and still cant get a call back from a manager. Because of Marquees negligence Im unable to work.

  

  Business response

  10/05/2023

  Good morning,

  Please be advised that Marquee Insurance Group, LLC (MIG) is not an insurer or wholesaler, but rather an agency. Given MIG is not an insurer, we do not have the ability to post federal filings, modify federal filings, or cancel federal filings. That said, we sent a request to bind coverages to a wholesaler RT Specialty, who in turn bound coverage through Canal Insurance Company. This motor carrier had/has a $1,000,000 filing insurance requirement with the ****** Canal/RT Specialty failed to post federal filings at that limit and because of that, this motor carriers operating authority went inactive.

  In the attached you will see underwriting communication from RT Specialty as well as information for an adjuster who is investing this motor carriers claim for loss time wages. As the agent of the motor carrier, we certainly understand the unfortunate circumstances this has created. We paid the $80 authority reinstatement fee for the motor carrier to the ***** and have communicated tirelessly with underwriters and insurance company to help rectify the situation. As of 10/03/2023, an adjuster has been assigned to this case and I'm hopeful they will come to a swift resolution to make this right with the motor carrier. 

  Again, we are doing all we can to facilitate this and have openly communicated with the motor carrier throughout the process. 

  Thanks, 

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

  Vice **************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am seeking legal assistance regarding an insurance matter. During the process of obtaining a quote for insurance coverage, I specifically requested that all dispatchers from whom we received quotes be listed as additional insured, mirroring the terms of my previous policy with Progressive. *****, a representative from the insurance company, assured me that this requirement would be met, and it was even documented in writing on the quote. However, after operating under the new policy for approximately three days, one of the dispatchers contacted me to inform me that the policy did not reflect their status as additional insured, but rather as designated insured. This discrepancy marked the beginning of a series of issues with the insurance company, as they provided me with evasive responses and engaged in a back-and-forth process for over three months, attempting to rectify the situation. My primary concern is understanding why I was misled in the first place. It appears that the insurance company may have intentionally misrepresented the policy terms to attract new customers, hoping to avoid any consequences. Coincidentally, my brother, who is also in the trucking business, is facing a similar situation with the same company. This leads me to question whether this is a pattern of deceptive practices rather than a mere coincidence. Another concern I have is the potential financial impact on my business. If my truck were to be involved in an accident while carrying a valuable load, I would bear the financial burden or potentially face a lawsuit from the dispatcher, as we are bound by a contractual agreement. This company's deceptive practices and lack of effective communication, particularly on *****'s part, have already resulted in an average daily loss of $600 for me. Therefore, I request reimbursement for the entire duration during which my truck was out of service, as well as compensation for the financial losses incurred due to the downtime.pic-11 shows it all

  

  Business response

  07/26/2023

  Good Morning, 

  I'll start this by prefacing that Marquee Insurance Group, LLC (hereafter "MIG") is an Agent and not an insurer. That said, *** does not dictate coverage terms and conditions of insurance policies and presents coverage terms and conditions based on what was provided to us by the insurer/wholesaler. 

  This insured requested to have several Additional Insureds reflected within the policy, and these Additional Insureds were reflected within the signed application submitted to the insurance company by MIG. Ultimately, the insurance company did not honor the Additional Insureds, given the provided language within the specific contracts provided to the insured by the brokers was not sufficient. 

  As the Agent, MIG did all they could to have the Additional Insureds honored, but ultimately it is the decision of the insurer and not the Agent. 

  Thanks, 

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

  Customer response

  07/26/2023

   
  Complaint: 20343764
  
  I am rejecting this response because: this is misleading to consumers and i would like a refund to the policy that I was not able to use and also damages for my business not working the entire time they tired to make it work.
  
  Sincerely,
  
  ******************

  

  Business response

  08/01/2023

  It's been previously stated that Marquee Insurance Group, LLC is an insurance Agent and not the insurance company. Given we are not the insurance company, we do not dictate coverage terms, conditions or acceptance of requests. We adhere to the advice and guidance of the insurance company/underwriter representing the insurance company. In this case, your agent approached the underwriter prior to binding coverage and the underwriter advised that the additional insureds wouldn't be a problem and they will make it work. Given that feedback, the agent moved forward with the quote/coverage terms provided by the insurance company. After coverage was bound and the broker contracts were provided, the language within the contracts were not sufficient to honor the additional insured requests notated on the binding documents. This has been made clear and reasons as to why the contracts were not accepted has been explained. 

  That said, the coverage that was provided for your business allowed you all to have an active motor carrier authority and have an equal opportunity to operate your business in the same manner as other motor carriers. Furthermore, the insurance provided to your business met the ***** requirements. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marquee has been a nightmare to work with. I dont even know where to start. We did our part. We did everything the correct way from the beginning and they basically took advantage of us, mislead us and failed us. We requested to add a driver to our policy, every part of our policy. We were told by our agent, ***** and by Marquee that he was an approved driver. We were told by ***** that the driver was all good to go. Our agents word is binding. We trusted our agent, *****. We trusted our insurance needs and our business to Marquee. Somewhere along the way Marquee dropped the ball and did not properly add the driver as requested. There was miscommunication and confusion. And when we tried to get a hold of Marquee to resolve our concerns on this matter; Marquee made it very difficult to help us as they always did. Our questions and concerns went unanswered. We never refused to pay to add the driver. In fact, we did try. We just wanted clarification because we never had to pay before when we added other drivers to our policy. We called, left messages and emailed and no one got back to us in a timely manner. We are now suffering a tremendous loss because we trusted Marquee and our agent to get the job done properly. Now, the question is; How is it our fault that Marquee did not do their job to add the driver to our policy? Again, somewhere along the way Marquee dropped the ball on this matter and our agent misled us to believe that the driver was all good to go. His word to us is binding. We had several conversations with several Marquee employees. All giving us the runaround. Marquee did not do their job properly, in a timely *********** suffered a huge loss as a result. Our agent and Marquee lead us to believe we were fully covered in every aspect and all good to go regardless of the wordage that Marquee now wants to get technical with. This is a quick summary of how terrible its been to work with Marquee. They refused to help on so many issues we had.

  

  Business response

  10/20/2022

  When an insured sends in a driver to be added to their insurance policy or policies, it is common with most insurers that the driver must qualify/meet driver guidelines of the insurer. In this case, the driver was sent in for review and submitted to the insurance company for review. Upon review, the Automobile Liability provider, National Indemnity, approved the driver but informed Marquee there would be a $8,822 surcharge to endorse (add) the driver to the Automobile Liability policy. This surcharge stems from driving record history, years of driving experience and age, to name a few. Please note that Marquee Insurance Group, LLC is not an insurance company, but an insurance agent and must adhere to the guidelines set forth by insurers. On 4/11/2022, Marquee informed the insured of this surcharge and did not receive a response from the insured. Marquee emailed the insured again on 4/12/2022, 04/15/2022, 04/25/2022 and lastly on 04/26/2022. Given the insureds lack of responding, this driver was not added given monies were needing to be collected. Marquee did all they could to inform the insured in writing and the insured failed to respond or acknowledge our attempts in contacting them. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was promised trailer interchange added to my policy if I paid a one time payment of ******. I paid that with an employee via email on 5/11/2022 The email thread will be attached. To later be told it wasnt approved from the underwriters they needed a contract stating it was required from the owner. Im an owner operator which *** stated multiple times. I do not have a contract because I deal with multiple carriers. I told ****** Hereing that an employee. I gave her the general contract signed between me and my factoring team simplex group. I received an email from ******************* on 4/20/2022 stating theyve sent the documents over and it should take 1-3 business days. I got an email back on 4/25/2022 giving me a total of the charges which were $910.53 to be a one time payment for my trailer interchange to be added onto my policy. I paid the requested funds on 5/11/2022. On 6/7/2022 i get an email from ********************************* stating The carrier has come back and denied the original document sent. To fill out and return the attached blank trailer interchange agreement to provide to the underwriters. I signed the form they requested and returned it on two separate occasions. I was told the same day it was being sent and they would let me know. Again another request on 6/13/2022 stating I need a contract from freight 4u which is simplex and I ********************* would be needing an agreement for trailer interchanges I had let them know on multiple occasions before they took the payment that simplex didnt do that. I have been in contact with *************************** in regards to this matter and she stated the person who made that mistake approved it in house without further investigation and was no longer with the company admitting this was a mistake on their end stating shed do anything to fix it. We settled for non owned trailer for the same one time payment coming back stating once more not being approved needing $2200 extra and that was was not an insurer. Will not return calls or lies

  

  Business response

  09/14/2022

  Good Afternoon,

  The insured requested Trailer Interchange "hereafter **" coverage in order to lease trailers. When the ** was requested to be endorsed to the policy, the insurance company requested a ** Agreement from the insured. The ** agreement appeared to have all required information, but it is ultimately up to the discretion of the insurer on whether or not documentation is sufficient. Upon review by the insurer, the ** Agreement was not sufficient and could not be used. Given this information, Marquee reached out to the leasing company in order to resolve this situation. Marquee was advised that Non-Owned Trailer Physical Damage coverage "hereafter NOT" would suffice in place of the ** coverage. Marquee requested that the insurer endorse NOT coverage to the policy in order to meet the requirements of the trailer provider. ** and NOT are both physical damage coverages for non-owned trailers, but are ultimately different coverages and because of that, the premium to add the coverages to a policy is different. The increase in premium was conveyed to the insured and Marquee has offered flexible payment options to the insured in order to work with them and help facilitate the paying of the increased premium amount. Marquee added the NOT coverage to ensure the insured could operate their business as they saw fit and in order to allow them to utilize the trailers they were looking to utilize. Marquee has also offered to request to remove the NOT coverage from the insured insurance policy, to which the insured stated they are currently using the trailers provided to them by the trailer leasing company, given they have adequate coverages in place.

  At this point, Marquee has expressed various options to the insured for resolution and has been willing and readily available for any communication set forth by the insured. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction: 6/3/2022 We are a new trucking company that got insurance from Marquee Insurance Group for two of our semi trucks, trailers and our drivers . We paid down payments and so far two months of insurance totaling in the amount of $11,046.84 to date to find out after paying down payment and one month of insurance that one of our drivers cannot be covered as the insurance found on something on their record and driver cannot be covered , but this happened after a whole month and two weeks later after paying them and also not telling us that drivers should not drive until everything is checked properly and also collected money from us . We now have to find another insurance provider that can cover the driver and our business to move forward and we feel as a company that we got scammed since money was collected before ensuring that all our drivers were eligible to be covered. We feel that the insurance group should find another carrier that can cover our drivers at the same amount we paid and are paying monthly or provide a refund due to this occurrence so that we may find another insurance carrier who can cover our company and our drivers.

  

  Business response

  11/14/2022

  On 6/3/2022 the policy was bound for Unity Shall ***************** DBA USW ************** All MVRs and binding documents were submitted via the Coverwhale online portal. Post binding on6/17/2022 Coverwhale sent an email stating that ***************************** could not be covered on the policy due to a violation when the sales representative notified the client, Unity Shall *****************. who then made the decision to obtain coverage elsewhere.
  

  We have reached out to the insurance provider to get any return premium due expedited. We have also reached out to the finance company to request that the late fee be waived on their account while the return premium is being processed. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deductible, Parts and Labor Repair Cost, Time from work. The customer representative was asked to update my commercial truck policy and failed to confirm my exact request for coverage before issuing under as the customer representative stated "assumption". My previous vehicle had full coverage so why not assume that i want full coverage on the newer more expensive vehicle. If they were confused why not call to get verification. The broker then again failed to update the policy properly with the incorrect vehicle information. Once brought to their attention it was then again issued incorrectly and they acknowledged that it was their oversite. The vehicle sat for approximately two weeks waiting for the approval from the insurance company to proceed on repairs.

  

  Business response

  05/17/2022

  The client asked us to remove a vehicle and trailer and add another. We sent an email with the breakdown of the coverage changes and specifically asked if he wanted PD coverage on the new vehicle as, at his request, the new vehicle will not have PD coverage. 

  Included is the screen shot of the email we sent informing the client of the changes with the lack of PD and his response to "Proceed with the removal of the vehicle" 

   

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancel my policy with marquee insurance group which direct billed me for the policy .I spoke to a ***************************** in the billing department who was highly unprofessional as I was explaining I'm requesting my down payments in a timely manner since it was not fianced threw out side company it was paid directly to marquee, I feel as though my right as a consumer have been violated several ti.es with this agency from. Double bills which violation of electronic transfer act to discrimination 15 usc ****.i requesting my down payment be returned so I can move on .

  

  Business response

  04/26/2022

  Hello,

  This is the response from our Director of **************** *****. 

   

  "This is Time City Elite.

  ***** (Billing & Cancellations Manager)  did everything in her power to correct it and the insured didnt understand specifics of a commercial insurance policy.
  
  Payhawk (Third Party Payment Processor)  accidently pulled his amount out twice due to a system error. ***** realized it and called him immediately. Funds were returned within 24 hours but he claimed we charged him twice because of racism. Insured was explained entire process all way through and we expedited return premium back to him before funds were sent to MIG. 
  This was from December 2021." - *****

   

  In essence, because of a payment processors error we were put in an interesting position. We immediately refunded the client and returned any moneys earned immediately while awaiting the processing company to return the original 2 payments. 

   

  I believe we did our utmost to alleviate and inform the client. 

  Insurance is a difficult field to navigate so we do our best not only provide comprehensive service, but we also take the time to educate our customers. Sometimes unfortunate circumstances happen, but we will always do our best to help the customer. 

*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. ↩