Complaints

• Initial Complaint

  02/21/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 31, 2025, I traded in my ***** RX 350 to DriveMax. DriveMax claimed the car HAD to go to auction and they could not sell the call in their lot for a higher amount. They showed the auction price of $7,500 and said "that's all we will get for it". They refused a higher number based on this information. The car was recently at ************************* in mid-January and received a full clean bill of health. There were no mechanic issues. The car was in very good condition, if not great ************** forward to mid-February, DriveMax did not bring the ***** to auction and is attempting to sell the car for $11,000. This is a 47% mark up. This is highly unethical and violates Massachusetts fair trade laws. DriveMax had an obligation to bring the car to auction as presented. DriveMax used a false pretense and information to boost their profits, while stealing about $1,000 to $1,500 from me. The trade-in value should have been $8,500 to $9,000 for a car sold in their lot per ***** Blue Book. DriveMax used a false intent to drive the vehicle down. This is unethical and illegal. We requesting the amount of money back.

  

  Business response

  03/03/2025

  Dear *****,
  Thank you for reaching out and sharing your concerns regarding your recent transaction with DriveMax. We take customer feedback seriously and strive to maintain transparency in all our dealings.
  Regarding the trade-in value of your ***** RX350, we have attached the ****** Blue Book trade-in breakdown, which reflects a value of $6,606 for your vehicle. Despite this valuation, we offered you $7,500more than $1,000 above the *** trade-in estimate.
  Once a vehicle is traded in, it becomes dealership property, and decisions regarding its next steps go through multiple departments. While 90% of trade-ins do go to auction, sometimes the dealership decides to retain a vehicle based on inventory needs, market conditions, or other internal factors. Additionally, it is common practice for a vehicle to remain on the lot for 15-30 days, after which it may still be sent to auction depending on market demand and sales performance. We regret any misunderstanding regarding this process and apologize if our communication was unclear.
  To show our commitment to customer satisfaction, we would like to offer you a $200 gas card, which we can mail to you. Please let us know if you accept this offer and provide your preferred mailing address.
  We value our customers and aim to resolve concerns amicably. 
  

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2014 ***** accord back in February this year with around ***** miles on it. The car died twice in March, a mechanic said I needed a new battery and I reported it to the dealership but when I stopped by, they wanted me to pay for it so I didnt get it. Last month, I had to deal with a gas tank leaking issue that cost around $1300 and two weeks later, replace the whole transmission for over $5000. The dealership said I didnt have a warranty on the car, so they would charge me for the transmission but its been only 9 months since I got the car. When I was buying the car, I asked for a price break down and I took a picture of it and then after I asked for a discount, the salesman came up and was like he would give it to me even if thatd mean he wouldnt make his commission. After I signed the agreement, I realized this was a new price break down. So they took something off listed under accessories that cost around $800, meaning they didnt give me a discount but just took something off that was included in the advertised price of the car without noticing me. I still dont know what they meant by accessories or if that was supposed to be the warranty on the ****** there any law that protects me? Or because its been more than six months, theres nothing else that can be done?

  

  Business response

  11/22/2024

  Dear *****,
  
  Thank you for reaching out and sharing your concerns regarding your experience with the 2014 ***** Accord purchased earlier this year.
  
  Regarding the Battery and Warranty
  
  When purchasing a used vehicle, warranties are typically not included unless explicitly stated in the sales agreement. Our records indicate that no extended warranty was purchased with the vehicle. However, factory warranties on a 2014 ***** Accord would likely have expired by now, as most cover up to 3 years or ****** miles.
  
  About the Price Breakdown
  
  It seems there may have been some miscommunication about the accessories listed in the price breakdown. Accessories typically refer to additional features or add-ons for the vehicle and are separate from warranty coverage. You purchased 1 year key replacement warranty for 1 year for $126.35. You declined all other products.

  Best Regards

   

  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Price discrimination. ************************ says no sales price difference on vehicle whether it is financed or cash. DriveMax gave me different sales prices for cash $22,000 as opposed to finance $19,199. They wanted kick back for the financing. Warranty sold had significant flaws in wording as opposed to what we were told verbally by finance Director. We were NOT permitted to see or have any of our signed documents until we left with the vehicle three days later.Fraudulently sold us LoJack system. Said it was mandatory part of sale.Neglected to pay sales tax and registration of vehicle in time mandated by the state we reside in.

  Customer response

  11/23/2024

  I have not heard from the business in response to my complaint. We have attempted to reach out to the business as well via text messages,  email and voice messages.  We have not been contacted with any resolution. 

  

  Business response

  02/06/2025

  Thank you for your letter regarding your concerns with the purchase of the 2019 ****** Frontier from DriveMax.

  You purchased your vehicle for $19000 which is a great deal because the retail asking price for the same vehicle is around $22999. You have also since paid your loan off in just 2 weeks, which is fantastic.
  If you wish to cancel the LoJack system, the vehicle must be brought to our dealership so we can remove it. Any refund will be prorated to account for the period of use. As you have used this system more than 5 months, the prorated refund will reflect this duration. The warranty contract was reviewed and signed by you, including all terms and conditions governing its use. To cancel the warranty, you are required to submit a cancellation request form. If eligible for a refund, the amount will be calculated based on the contract terms and promptly issued. In RI the registration process can take longer due to the state's specific requirements, including scheduling appointments and additional documentation. 

  Thank you

  Customer response

  02/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We are refusing to accept the response from DriveMax/Auto Center Sales and Service of ****************, ************* sure, as they never addressed the legality of the issues we addressed.
  
  According to the ************************, price discrimination is illegal. We were forced into financing in order to get a lower price. We wanted to pay in cash but the price increased nearly $2,000 because we chose a cash option. In order to secure the deal we ended up financing. We paid off the loan exactly one month later, not 2 weeks later as indicated in their response. We still would like an answer as to the price discrimination issue. They cannot legally offer two prices based on financial arrangements...cash price remains the same as financed price per the ****
  
  As per the ************************** they cannot force a person to purchase add-ons if they choose not to. We were forced into buying ****** as part of the sales agreement because DriveMax states it is a mandatory purchase. Despite our insistence of not wanting this feature, we had no choice but to purchase it and was told it would expire in a year. No option of cancellation. Our research has shown that dealerships cannot demand that ****** be a mandatory purchase per Massachusetts state law. Stating this is against the law. Now several months later, they want us to go back into their dealership to cancel the LoJack. I'm hesitant to do this based on the hostile nature of this on going legal matter. 
  
  According to the ************************, we were legally entitled to receive a copy of every document we signed at the time of sale. Despite our repeated request, they refused to accommodate us. We could not get a copy of our paperwork until they released the truck to us 3 days later. We would have had an opportunity to review everything and had an opportunity to void any part of the purchase and sales agreement before taking possession of the vehicle. We would like an answer as to why we were not legally provided our documents at the time of signing. We would like an answer as to why it took 3 days to give us a copy of our legal documents. 
  
  Also, we do not write the laws for the state's motor vehicle departments. Drive Max did not legally adhere to ************'s state policies for registering and paying sales tax on the vehicle. Despite our repeated messages...text, telephone and emails... DriveMax was negligent in performing their legally contractual agreement to pay and register the vehicle in the state required mandated time. We do not accept their answer as we spent several hours over the course of the month confirming that DriveMax had no conversation with anyone at the ************ DMV regarding making an appointment. 
  
  We still are seeking compensation for their negligence and their obvious disregard for federal and state laws. I would gladly accept their response if they just provide their answer regarding the price discrimination issue, the LoJack issue and why they refused to give us a copy of our legal documents at the time of sale which they were legally bound to provide. Their response totally skirted around the issues. We have spent considerable time and money seeking out the laws that protect consumers in issues as stated above. DriveMax should not be allowed to pick and choose federal and state laws that suit to benefit them only. Consumers have rights. They should be held accountable.
  
  ***** Tessier 
  *******************;
  ****************, ** 

  

  Business response

  03/03/2025

  We appreciate the opportunity to respond to this complaint. We would like to clarify the following points:
  We offer both cash and financing options for our customers. Our dealership works with trusted lenders to provide competitive interest rates, allowing customers to save on out-of-pocket costs. The original asking price of the vehicle was $22,999, but the customer received a discounted price of $19,000, as reflected in the Bill of Sale they signed. Pricing differences between financing and cash purchases are based on available lender incentives, which are common in the industry and not a form of illegal price discrimination. The customer voluntarily chose to finance the vehicle.
  We never force customers to purchase additional products. We present available options, and it is up to the customer to accept or decline them. The customer agreed to purchase ****** and additional protection services by signing the contract. As we informed customers previously - if they have changed their mind, they need to complete the necessary cancellation documents for service contracts and key protection (forms attached). As for LoJack, system removal requires the customer to visit our dealership to process the cancellation. We always provide customers with the necessary paperwork. We completed the Rhode Island registration process as required. There is no legal requirement for us to speak directly with RI DMV staff; our responsibility is to properly complete the registration paperwork and process it accordingly. Customer paid us $1727.72 (Tax, reg and run fees), we paid an amount of $1658.23+$70 run fee (copy of the check attached).  At the customers request, we performed a clutch repair, even though it was in good working condition, to ensure their satisfaction. When they later expressed additional concerns, we offered to take the vehicle back, but the customer declined and chose to keep it.
  I attached a cancellation request for Service contract and for Key Replacement. We will process a full refund of $1500 for the service contract. Per legal requirements you need to sign the document if you wish to proceed with the cancellation. Once signed, we will forward it to the warranty company for processing. 
  Thank you

  Customer response

  03/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Unfortunately and once again the fabricated and ongoing deceit and lies continue. The paperwork does not lie and we believe there is a possibility that they are looking at someone else's account and this resulting in the discrepancy of information they are using. There response has included situations that did not occur.

  Our deal was for $19,799.00 which included the mandated purchase of the dealer for ******. An audit should be done on this dealership as ****** is FORCED upon buyers...no option to refuse it. When dealer found out we wanted to pay cash option, price increased to $22,000.00. plus LoJack. THIS IS NOT A DISCOUNT! We were forced into financing to get lower price. *** states cash price is same as financing price. Therefore drive Max is 100% guilty of price discrimination.

  The warranty from ****************** that was forced upon us by the  dealership was their premium plan and is not refundable. Yes, it can be cancelled but no money is refunded. Drivemax made an offer to refund $1,500.00 but I needed to fill out a cancellation request. The point is mute. No refund by ******************. If however drivemax concedes to refunding the $1,500.00, I would gladly accept the offer provided that the check is a certified bank check from DRIVEMAX and not from ******************. 

  As for the clutch repair, it is drivemax feable attempt to add on imaginary situations that never happened to make them look like they are wonderful people. My signed paperwork included a minor repair of a rattle coming from the truck bed which was taken care of prior to picking up the truck. I have not reported or spoken to anyone about any other concerns with the truck. I am completely satisfied with the performance of this truck and AT NO TIME did drivemax offer to take truck back. How were these truck concerns reported? In person, on phone, emails, text messages? I can assure you they are fabricated situations to add complexity of this complaint. 

  None of the *** files that drivemax provided in their recent response does not have any bearing to my claim. No copy of a cancelled check was attached. They included a warranty agreement cancellation from a company I did not enter into a contract with. 

  I Am still seeking restitution in the amount of $2,500.00 but willing to settle for $1,500.00 paid DIRECTLY from drivemax for the warranty agreement in the form of a certified bank check from their business account.

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  03/06/2025

  Dear *****,
  
  We agree to send you a check for $1,500 upon receiving the signed release, which we have sent to your email at ****************************.
  
  Once the release is signed and returned, we will mail the check to the following address:
  *********************************************
  Please confirm if this mailing address is correct.
  
  Thank you, and we appreciate your prompt attention to this matter.

  Customer response

  03/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for a used car and went to this dealership to test drive. We found a car we liked however there was a strong odor in the car. The salesman said if we can get rid of It will you buy It and I said if you can do that. He said lets just the paperwork in order so that no one else can come and buy the car. When I noticed an added $799 accessory fee I questioned that and he said It was a mandatory fee for ****** they install on all their cars, non-negotiable. The had me sign a bunch of paperwork in order to prepare for the sale. I was pressured into buying their warranty because he said that my interest rate would be 10% without It and 7% with the service contract. I did not agree with them hijacking the rate like that but he said you can just cancel the warranty after and take It off, after the sale of the car. I went home and waited 2 days to hear anything, I reached out and they said they were working on the smell, hooked It up to a machine the past 2 days. When I expressed concern that in reading the contract there is a paper that said the LoJack system is optional and NOT required to purchase, I told them I felt that was deceptive. I went down to the dealer to see if they were able to remove smell and they did not. I told them I would not take delivery and they said ok no problem. Now the next day I get an email from *********** letting me know I have a new auto loan account for that car. I called to see why the contract wasnt cancelled and the manager was extremely rude and threatening saying I needed to take delivery. He then said he would try and hook the machine up again but I would have to take the car. I said I would consider an alternate vehicle if they could not get rid of smell. The purchase agreement said I can cancel agreement by writing letter and manager said no I cant do that. I am unsure what to do at this time. They have been very aggressive and deceptive since day one

  

  Business response

  09/23/2024

  Subject: Vehicle Ready for Pick-Up
  
  Hello,
  
  Thank you for your efforts in addressing the odor issue. I can confirm that the smell has been removed, and vehicle is now ready for pick-up.
  
  Thank you
  
  Best regards,  
  Daria

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Autocenter on August 1st, 2024 to test drive a ****** I told the salesperson I would be back the next week with my dad to check the vehicle out again and discuss numbers. On August 5th, my dad and I went to the business, **** drove the car again and decided to move forward. After being pressured by the financial manager to purchase an extended warranty that seemed fishy, I decided to put down what I was told was a completely refundable $300 deposit that would be held for 48 hours, so I could think it over. Less than 24 hours later, I spoke with the financial manager and my salesperson who both told me I could have my deposit back as I felt uncomfortable moving forward with my purchase after being pressured. I have text message proof of being assured I would receive my refund, as well as unanswered emails and texts Ive sent to the company seeking the refund. As of today, 9/11/24, I have still not received my $300 refund. *** called the business several times and am told that everyone who could help me is in a meeting or not in. I also have the Venmo receipt of me sending the deposit, and requesting the deposit back.

  

  Business response

  09/11/2024

  Hello ******, 

  We just approved your Venmo request and refunded $300. Sorry for delay and have a good one.

  Customer response

  09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2006 ***** accord through drive Max auto center in bridgewater MA on July 31 2024. The only thing that was reported for repair was the alternator which they claimed they replaced later on .As we test drive the car we noticed that the car needed new shocks bumpers unhooked,emergency brake not working,spare tire ,seat belt repair alignment and so on .the ** and his employees keeps giving me the runaround claimed they fixed the car and lied about it .I went and had the car diagnosed when I picked it up from them and only had it for just 2 days when they claimed repairs were done low and behold no repairs were done according to the diagnostic from the 3rd party repair shop .its a a $24000 plus car with all kind of problems that shouldve been taken care of before they list the vehicle.i had to fight them to return my $300 deposit thats how bad they are . My first payment was September 7th and I have been paying insurance on a car that I drove for 4 days because its always at their so called shop for repair .They did promise to pay the car note and insurance from July 31 to today but nothing was done and they still have the car ,thats insane and the reviews online are really not helping them at all .I need my vehicle fixed my car note and insurance paid from July 31-now so I can be on my way .

  

  Business response

  09/11/2024

  Dear ****],
  
  Thank you for reaching out and sharing your concerns. I truly apologize for the inconvenience and frustration youve experienced with your 2016 ***** Accord. Please know that we take your complaint seriously, and our goal is to ensure you are satisfied with the vehicle and the service.
  
  We understand the importance of having your car available and in proper working condition, and I want to assure you that we are actively addressing the issues. Your vehicle is currently in the shop and is undergoing repairs. We expect it to be ready within the next 2-3 days. Our team is working to ensure that all the concerns youve raised, including shocks, emergency brake, seat belt, alignment, and any other issues, are thoroughly checked and repaired.
  
  If you have any further concerns or would like an update, please feel free to reach out directly.
  
  Thank you again for your understanding, and we sincerely apologize for the delays.
  
  Best regards,  
  Drive Max

  Customer response

  09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Ive heard that before a $24000 + car should have been ready to go for the buyer.Not only several of your staffs had been very rude to my family they treat us base on our last name .Im still waiting for my car note and insurance to be paid like promised because I was told to email a document and also I have text messages where the finance *** said they will take care of it and I hope you do the right thing .as a side note my warranty should start after you delivered the car because the car has only been driven only for 2 days 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Garenchere

   

   

  

  Business response

  09/17/2024

  Hello,
  
  Thank you for your patience while your vehicle was in the body and repair shop. I want to clarify that your vehicle was in bodyshop for 10 days for cosmetic repairs and this is not under warranty repairs. By law, we are allowed up to 11 business days to complete warranty repairs, and we can extend that period if we are waiting on parts during the warranty period.
  
  In this case, all repairs, both cosmetic and warranty-related, were completed within the legal time frame.
  
  If you have any further questions or concerns, please feel free to reach out.
  
  Best regards,  
  DriveMax

  Customer response

  09/18/2024

   

  stop the lies I only had the car for 2 days in 2 different times .Also broken emergency brake ,alignment,shocks,brakes ,alternator are not cosmetics .that car was purchased in July ******* and you still have it in September ******* its crazy .stop scamming people .Your reviews are not the greatest .The car is not safe to drive because you only want to make money off the car without fixing it youll should be investigated .

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Garenchere

   

   

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from Auto Center Sales - Drive Max _ ******************* on August 10, 2024. They transferred my plates I paid docu fee for them to transfer the registration. I received notice from my insurance company the car is not registered. I have left numerous calls with the call center and my sales ************* No one will call back. Also mandatory to purchase ****** with every car. I was supposed to get a lojack code - I have not got a code and after inquiry they said I have to bring it back in for service - it was never installed. Today is August 19 - I cannot drive the car after tomorrow as it is not registered even though I paid them to complete the registration

  

  Business response

  09/05/2024

  Case resolved

  Customer response

  09/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On August 20 a sales manager from the dealership sent me a new bill of sale and copy of the tiele application as it was not properly completed when I originally purchased the car.  I have since received my registration.  
  
  However the car was sold with ** **** as a mandatory purchase.  ** **** IS NOT installed in the vehicle and the car has a check engine light that should be covered under warranty.  These issues are not resolved.  
  
  I followed up with the sales manager on August 28, August 29, Sept 3, Sept 4, via text message.  I have also called the dealership directly sometimes twice daily and left messages with the customer ********************** representative who promises she reaches out to sales and sales managers. No one ever calls me back.  I have twice emailed the email listed on the companys website and have not received any response. 
  
  Sept 5 - I finally reached the sales manager - on his personal cell and he said he was fired by the dealership.  He was able to get me my registration prior to being seperated but could not get my ** **** or check engine light corrected by the service department and the service manager and assistant service manager were also fired from their positions.  He said numerous customers were calling for similar issues. He had only joined the dealership 2 months prior so this volume of issues was a concern.   
  
  I called the dealership again after that call and advised I was escalating the issue to legal.  Finally sales called me on Friday.  That sales person said he walked out of his job right after selling me the car but that he was hired back to solve the dealership issues.  He said he would take care of the ** **** and warrantly check engine light.  I called Sept 6 - he said he would call me Monday Sept 9.  I just called him and he is "on the road" and will call me later.  
  
  Please reopen this case.  
  Please check the website - all cars are sold with lojack as a mandatory purchase but that is not shown on their website - they just show it when completing the bill of sale.  I paid for ** **** but it is not installed.  
  
  I have a check engine light - I cannot get the dealer to look at the car to resolve this.  They will not respond to my calls or emails.  

   

  

  Business response

  09/26/2024

  Dear ******,

  I hope this message finds you well.
  
  I wanted to confirm that the *************** was properly installed on your vehicle. Additionally, we sent another notification email just two hours ago, so you should be receiving it shortly. 
  
  As a reminder, your vehicle was repaired, and all issues were fully resolved. You took the vehicle out on September 13. 
  
  If you have any further questions or need additional assistance, please feel free to reach out.
  
  Thank you for choosing us!

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  7/8/24 I signed vehicle purchase contract but when reading contract I realized many discrepancies and I was mislead my glucose sugar was low and I told them they gave me candy but insisted I signed when I tried to cancel purchase on 7/10/24 I was told I couldn't and was threatened by manager If I don't pay I was going to be in a lot of trouble

  Customer response

  07/22/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  01/21/2025

  Deal was canceled. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used car on 6/15, after which I discovered a safety defect with my cap-less gas cap where fuel spits out while filling up. I have attempted many phone calls with no answer and no response to my voicemails. I am coming up on my 30 day warranty with lemon law and I should not have to pay for this repair myself.

  

  Business response

  07/24/2024

  We ordered parts for your vehicle. This request is in progress 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I financed a car through the business on the complaint. The car has had multiple issues with it , I've called multiple times to have it serviced I keep getting ignored about the situation .

  

  Business response

  01/21/2025

  Resolved

*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. ↩