ComplaintsforPhysiq Fitness

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This seems to be a common complaint for this company. My husband pays for both of our memberships. In April he went into the gym to cancel HIS membership in person. They did it right in front of him, no problems. He was under the impression that he would only be paying for one membership now. For the last 3 months they have charged him for two memberships instead of one. When you call over the phone they say they cant help you. And even going in person they still try to charge you money and just hope you dont notice. This is their number one complaint on ****** reviews. Id like my husband to be refunded for the months they have changed him for an extra membership that he canceled. My husbands name is ***************************. The name on the account is his.

  Business response

  07/17/2024

  Hi *****

  My name is ***** and I am the Area Director for Physiq Fitness. I have ****** membership set to cancel and a refund of the 3 months set up for a total of $45 that you will see back on the card in the next 3 to 5 business days. If by chance you can tell me who you spoke to in the club that would be very helpful so I can do some training.  I am sorry for your frustrations and have created a document that will be at the front desk for all staff at all locations clearly communicating all the ways a member can cancel and how to complete it. 

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

  Area Director

  Physiq Fitness

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

  Customer response

  07/17/2024

   
  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. We do not remember the name of the staff that he spoke to. He mentioned it sounded like an older woman. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for Physiq Gym, set an appointment for my free assessment. They talked me into a personal trainer, they did not let me see the contract or give me a copy of it. I canceled one appt, due to family issues. I messaged the trainer thru the app and heard nothing back fir awhile. Then got a call from a new trainer telling me mine quit and she would be my new trainer but was leaving town fir awhile. Never heard from her again. Called Keizer store who told they would not have one for a few weeks. I deleted the app because it was not helping me, I asked the Lancaster location for card to scan at check in they refused. I have since injured my knee due to no assistance from the workers or having a trainer. In my opinion if they cannot keep trainers they should not be offering them. I did request a corporate phone to resolve this but no one would give me one. In my opinion if they cannot keep trainers they should not offer the service. Also in my opinion the contract is voided if not honored. I will never go back to phsyiq and suggest others do not either.

  Business response

  06/20/2024

  Hi *******

  My name is ***** and I am the Area Director for Physiq Fitness. I would be happy to look into this situation for you more. At one point you were interested in training at our Keizer location. It sounds like you are no longer interested is that correct? Do you wish to be a member at all? If not I can look into options to cancel the personal training agrement that was signed and membership if needed. As a small company we do not have a corporate office number as we do not have a secretary or front desk type person to take calls at the office. My email is ******************************* in case you need it. I talked to **** today at our ****** location as he planned to reach out now that we had another trainer on board. I am sorry for the frustration we have caused as I understand personal trainers leaving is less then ideal for a person seeking help. If you can give me a little more information I will get to work on options.

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

  Area Director Physiq Fitness

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues cancelling an account and charges continuing after cancellation . Multiple Contacts with staff who stated they were unable To cancel. The account was supposed o To be canceled 5/2022 and is still active and charging me monthly.

  Business response

  05/31/2024

  Hi *******

  My name is ***** and I am the area director for Physiq Fitness. I looked at the attachment you provided about your request to cancel on May 2nd of 2022. At the end of our reply on May 4th 2022 we said "Let me know how you would like to proceed". Do you have another emailing showing you replied to this conversation so I can look into this further for you? Any additional information would be very helpful. Thank you for your patience as I look into this situation.

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

  Area Director

  Physiq Fitness

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had signed up for personal training near December of 2023, under the impression it was a few weeks or even just one month, and I did sign 3 pads communicating the plan to me, however, the gentleman taking me through the process did not explain In any clear or understandable manner that what i was paying for was a 12-month plan i was incapable of affording long term or was unable to leave unless i a)paid in full the remaining months, b)move away 25 miles from the gymnasium, or c)receive a doctor's note. There was no clear communication that i was signing towards an unbreakable 12-month contract, if I had known this i would not have signed as i know i cannot afford this nor do I have any interest in this service anymore, it was merely to get exposed to this realm of teaching. The unfortunate cherry on top is the trainer assigned to me has shown no initiative to reach out for the past 4ish months, still receiving money straight from my bank, and we have not trained in close to 5 months, yet I have received bill after bill for sessions that have not happened nor have existed. This is tearing apart my capacity to pay bills and directly affects my livelihood. I would sincerely appreciate a refund for every bill if possible. This trainer has not contacted me in any manner, either on the app or on the phone, we have brushed conversations in personal passing but otherwise, he has expressed no interest in either, receiving payment for months of training that have not occurred or will not occur. The communication that this contract was 12 months was deeply absent from our conversations and unclear, and I find that rather predatory and insane.[ I can't pay my bills anymore due to these random ******** from a service i will not use and the trainer has not engaged with. What is this business model? I demand my money returned to me and this contract to be broken, I cannot live in any manner in ***** and will be forced into potential homelessness or food shares because of this.

  Business response

  05/13/2024

  Hello ******

  My name is ***** and I am the area director for Physiq Fitness. I would be happy to look into this situation further. What is the name of the trainer that you were working with? Was that the same person who sold you the training service or was it our Fitness Manager ******. I see you talked to ****** on May 6th over the phone about what options there is to cancel your personal training. With a little more information I can investigate this further for you. Thank you for your time in doing so.

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

  Area Director

  Physiq Fitness

  Customer response

  05/16/2024

   The gentleman who gave a response did not give me any means to contact him and discuss potential resolutions, I will contact the gyms directly and ask around for contact information. He seems like a genuine man who can have a civil discussion with me and I deeply want to have this resolved peacefully and respectfully first before any other methods need to be involved.

  Business response

  05/16/2024

  Hi Brycen

   

  The best way to contact me is by email as I do not have a office phone and I travel between our six locations. I have it listed below for you.

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

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

  Area Director

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your quick reaction towards me, and for giving me the details I need! I am so grateful for this good term ending! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Auto withdrawal on agreement , not notified the account was in collections . No notification the membership was do to renew .. no email / or letter sent .

  Business response

  05/13/2024

  Hello *****

  Sorry to hear about your frustrations. Your account was sent to collections on August 26th of 2023. I see that we did email you that this was going to take place on August 19th of 2023. It looks like on the 11th of March of this year you talked to Kaity our operations manager and told her you would work out a payment with collections. Is the $160 that is listed  the amount that you paid collections? All of our memberships require a 30 day notice and then can be cancelled. When I looked into you account I did not see a cancellation document. Any additional information would be helpful so I can look into this further for you.

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

  Area Director

  Physiq Fitness

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filled out the "contact us" section on the website as there is no other way to contact them informing them "in writing" of my decision to cancel my membership due to the end of my 1 year contract in December ***************************************************************************** January of ****.

  Business response

  02/06/2024

  Hi *****

  My name is ***** and I am the operation manager for Physiq Fitness. I see **** from our ****** location set up your cancellation yesterday. He thought you had said you emailed in the request on the 17th of December. Was that the correct date? If so with the 30 days notice would cause the draft that took place on January 24th to be the last one. Thank you for helping clarify. We can set up a refund of the $10 if needed.  Our goal is to give you place to release stress not cause you stress so I am here to help.

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

  Operations Manager

  Physiq Fitness.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding the Albany location. This location has a predatory business style. They pressure you into signing forms on a signature pad without the opportunity to read through the document. They activity decline to let you see the forms at all.At one point I was considering personal training. When I asked for a copy of the pricing and policies to look over at home, I was told they don't do that. I wanted to be able to read over the info without the pressure of a sales person and make an informed decision. The situation seemed sketchy, so I didn't go through with it.Unfortunately, my youngest sister didn't realize they have this predatory business model. When she signed up for personal training, she asked for a copy of the pricing and policies, they declined. When talking to the associate, she was told she would be paying "month to month." They insinuated, several times, she would be on a month to month plan that she could cancel. They did not make it clear she was signing up for a year of training. She was pressured to sign up right then. They had her sign on the signature pad. Declining to give her a copy of the forms.The trainer she signed up with left the company. Physiq assigned her a new trainer.She isn't comfortable with the new trainer and just felt put off by the situation. When she attempted to cancel, they informed her, it would be a $600 charge. That's a lot of money.They seen someone young they could manipulate. They verbally told her it would be monthly and had her sign on a signature pad without the opportunity to look over the forms. The poor girl just wants to cancel a training program she is no longer comfortable with.I've canceled my membership and will not be returning.

  Business response

  02/02/2024

  Hi *******

  My name is ***** and I am the operations manager for Physiq Fitness. I would be happy to look into your sister situation to see how I can help but I will need her name in order to look into this further. Could you provide that name for me?

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my gym membership as I relocated for work. I was told not to worry about a thing and now this is showing as a collection on Transunion.

  Business response

  01/11/2024

  Hi *****

  My name is ***** and I am the operations manager for Physiq Fitness. We do not have any records of the cancellation in the past but the staff at Physiq ****** did talk to me about your account. On January 9th we emailed collections to have your account removed. I am sorry if you did not get any communication about that yet. I will email collections as well to double make sure this gets done. It sounds like you talked to someone over the phone in the past about cancelling and unfortunately that is not how we process cancellations. Regardless of proof of this call we believe you and that is why we were in the process of taking action to fix this situation. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After cancelling my membership at the Lancaster location, I have continued to be billed and my cancellation placed on 'hold'. This business is UNethical in it's billing practices and needs to be investigated by authorities. How many similar complaints about billing practices have to be noted before action is taken against this company?

  Business response

  12/15/2023

  Hi *****

  I am sorry to hear you feel frustrated. I see that you put in your cancellation on the 4th of December. The membership is cancelled now. I think the collection of past dues is where you feel frustrated. In order to cancel a membership all past dues must be paid. We reached out by phone fives times in November in attempt to let you know about the past due amount and another email in December. I apologize if the contact information we have is not current and you did not get these messages. Our goal is to be a place of stress relief and it seems that is not what took place for you. I will look into this situation further to see what areas we can improve on .

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

  Operations Manager

  Physiq Fitness

   

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a member of Physiq Fitness (So Salem) since Jan 2014. I started with the $10 basic membership, auto withdrawal monthly payments. I upgraded to the premium membership&still monthly payments. I often receive emails from Physiq, but recently found they do not answer questions in email whether using their email or contact on the app. I was shocked when my payment was raised from $20 to $25 without any notification. No notification in email, app message or posted in the lobby. First I thought it was a mistake. I called Physiq for days but their voice mail box was full. After repeated calls a gal answered. When I asked her about my payment changing she said I have always been paying $25 monthly. Asked if she was reading my payment ************* said YES. I told her I was too. At that point it was strike 2 with deceitful info so I told her I wanted to cancel my membership. She said I HAD TO COME INTO THE *** to cancel. Yet my contract says I can terminate IN WRITING but they will not answer emails. I came into the gym & when I told the guy at the counter I wanted to cancel my membership he began typing lots of "unknown" as it took a long time. Then he indicated I had to sign this small "pin pad" that has only a signature line. I said I can't see what I am signing for. He is the only one that can see his monitor & would not print me a copy or show me. Strike 3! They modified my contract without any prior notice of a membership rate change. I cannot think of anyone I do business with that does not give you the courtesy or operate ethically with regards to any modifications to a business contract. We all know the utility companies, cable, cellular carriers, banks, housecleaning & yard services do email or mail (written notice) of rate of fee changes. I find it rather disturbing this gym will not reply to an email even if you are a new member or have been a member for 9+ years. It is unethical a business would bill you after you have terminated a membership.

  Business response

  08/23/2023

  I greatly appreciate your effort in bringing this concern to our attention. We sincerely value every aspect of your experience with us, and as a dedicated long-time member of Physiq, we deeply regret the recent experience you've had. Allow me to address each of your concerns individually, starting from the beginning.
  
  Regarding the price increase, please accept our apologies for any confusion. In early March, a communication was sent out to all Physiq members with a valid email address on file, including the email associated with your account. If you could kindly confirm the email address we should have on record for you, we will ensure it aligns with the one you initially provided. Below, I've included the content of the letter for your reference. This letter detailed the necessity of adjusting our rates due to increased operational costs. The specific details can be found in the letter, and it's important to note that this is the first rate increase in the 15 years of our business.
  
  Furthermore, it's worth mentioning that within your membership agreement, there is a provision that permits Physiq to adjust rates under certain circumstances. This rate increase, as stipulated, is a rare occurrence and the first of its kind in our long history.
  
  Addressing your concern about email responsiveness, I apologize for any lapses you encountered. To resolve this promptly, could you kindly provide us with the email address you were using to contact us, along with the dates of your communication attempts and the email address you were sending commutation to? Our email system is closely monitored, and I am committed to ensuring that any issues with email correspondence are rectified immediately.
  
  Lastly, I am truly sorry for any misunderstanding regarding cancellations. While I acknowledge that there may have been a miscommunication with our staff, please be informed that our cancellation procedure is designed to be accessible. Members can request cancellation by logging into our online member portal on our website, sending us an email, submitting a written request, or coming in person to our facility. If cancellation is done in person, we require a signature to verify the request and ensure clarity on the process.
  
  Once again, I extend my sincere apologies for the frustration you've experienced. We are genuinely interested in regaining your trust and business. Please let us know how we can go about accomplishing this. Your satisfaction remains our top priority.
  

  Here is the letter sent to all members. 

  "We want to take a moment to thank you for being a loyal and dedicated member of Physiq Fitness. Myself and the entire Physiq team thank you for choosing us to be part of your health and fitness journey.  It means more to us than you will ever know.  We are on a mission to change peoples lives through fitness.  It is truly our passion, and we believe that fitness is essential to our physical, mental, and social well-being.  Studies prove the importance of fitness in maintaining both physical and mental health, as well as boosting our immune system.  The bottom line is, Fitness Matters!
  
  
  As a small business founded and operated right here in the Willamette Valley, we have always worked to ensure a safe and clean environment for our staff, our members, and our guests.  We strive each day to provide the best possible member experience at all times. As such, Physiq has always been known as a company that reinvests in its current locations in an effort to offer the best and cleanest health and fitness options around.
  
  
  As most of you are already aware, substantial upgrades have been made to each of our locations and will continue through February 2023. These upgrades include larger free weights sections, new equipment and so much more. A full list of upgrades by location is listed at the end of this email.  Additionally, throughout 2023 we will be updating more lighting,  adding additional equipment, repainting several areas, and updating upholstery and amenities throughout the gyms. All in an effort to ensure you have the best possible member experience and value.  As part of this, we have partnered with ************* and Columbia Sportswear to provide each of our member's access to their employee stores multiple times throughout the year. Additional discounts include exclusive savings from ************ for all Physiq members. We believe that these upgrades will help make your fitness experience the absolute best possible. 
  
  
  Each year we make a careful analysis of the current and anticipated cost of operations. As the cost of living and employee wage continues to increase in ****** so does the cost to run our clubs and sadly, we are still facing the financial effects of COVID-19. Due to this, we are writing to notify you of a small, but necessary dues increase of $5 a month (or just 16 cents per day) on most of our membership categories.  We truly believe that you will agree that with all the member experience upgrades we have done, it is worth this small change. Additionally, we are also committed to ensuring that we continue to improve our employee experience as well. While this increase is less than most single cups of coffee, it will allow us to continue to operate our clubs at the highest standard while also helping the Physiq front-end employee experience. We believe that it is important to give back and invest in our staff and as part of this, we will be helping each of our front desk staff and kids club crews by increasing all of their wages and setting up the ability for the to earn even higher wages throughout their tenure with Physiq. 
  
  
  For all members, these increases will begin on April 1st, 2023, and start on your next normal billing cycle.  Our goal is to give each of you adequate time to plan accordingly, ask questions, and make thoughtful and informed decisions.  Since opening our first location in 2010, we have NEVER increased member dues at any Physiq location and we have worked hard to minimize this price increase to the least possible amount while still achieving our desired goals in areas of quality,  service, comfort, safety, convenience, and industry-leading programming with highly qualified and experienced staff. 
  
  
  
  
  Were sure youll agree that Physiq is still an incredible and unmatched value, and we appreciate your understanding and support.  We look forward to a Fantastic Year as we work hard to help YOU improve your life through fitness, and strive to make Physiq Fitness the Best Fitness Experience in ******!  
  
  
  For any questions or concerns, regarding this email, please email ***************************** 
  
  
  Yours in Fitness,
  
  *********************************
  
  
  
  
  Recent upgrades by club. 

  
  Albany 
  Newly remodeled expanded free weight area
  Additional dumbbells 
  Additional Olympic bench presses
  Additional free-weight benches 
  Glute thrust (coming march 2023)
  Hack squat (coming march 2023)
  2 additional squat racks 
  5 new deadlift platforms 
  New bumper plates 
  Additional mirrors
  New paints
  Additional lighting 
  New hydromassage lounge (coming end of March 2023) 
  
  
  ****** 
  New lighting 
  All new free weights including
  7 free weight benches
  Additional dumbbells 
  4 new Olympic bench presses 
  New preacher curl 
  New dumbbell rack 
  2 new squat racks 
  4 new deadlift platforms 
  New urethane weight plates
  New bumper plats 
  11 new plate-loaded equipment 
  Glute thrust (coming march 2023)
  Chest press
  Incline press
  Shoulder press
  T-row
  Pull down 
  Started row
  Curl 
  Standing calf raise 
  Deadlift 
  Horizontal leg press
  South Salem 
  New lighting 
  5 new free-weight benches 
  All new dumbbells 
  All new weight plates 
  All new bumper plates 
  4 additional squat racks with built-in platforms 
  Larger free-weight areas with new floors
  New mirrors
  12-piece hammer strength 
  Chest press
  Incline press
  Super incline press
  Decline press 
  Shoulder press
  Lateral raise
  Wide pulldown 
  High row
  Seated row
  Super squat 
  Belt Squat 
  New hack squat 
  New floors in the bathrooms and lobby (coming March-April 2023)
  Downtown 
  New mezzanine (2021)
  New key card access
  New deadlift/shrug plate loaded 
  New  plate loaded incline press 
  90 Degree-free bench
  
  

  Customer response

  08/23/2023

  Physiq Fitness is saying they sent an email to all members early March regarding an upcoming rate change. My email address has not changed. I would like them to show electronic proof WITH the DELIVERY DATE that the email they sent was in fact sent to *********************** 

  I also would like to know the "subject title" of this email. 

  Business response

  08/24/2023

  I hope this message finds you well. First and foremost, I would like to express my sincere appreciation for taking the time to voice your concerns regarding our previous communication. Your feedback is incredibly valuable to us, and I want to assure you that your satisfaction remains our top priority.
  
  Upon receiving your message, I personally reviewed the situation to ensure a thorough understanding of the matter at hand. Attached to this email, you will find a PDF containing relevant correspondence. In an effort to focus on what truly matters, I've taken the liberty to omit any non-essential information.
  
  Within the attached PDF, you will find a highlighted section indicating the email's intended recipient and the exact content that was transmitted. While our systems unfortunately don't facilitate the storage of entire PDF copies, I have thoughtfully captured a screenshot encompassing the pertinent details, including your information and the section pertaining to the price adjustment.
  
  I acknowledge that emails can sometimes find their way into spam or junk folders, influenced by your individual email settings. It's important to note that this is a realm over which only you have direct control. However, according to our system records, the email was indeed dispatched on 3/7 at 2:47pm, ensuring that an attempt to communicate the information was made from our end.
  
  I genuinely understand how such situations can cause confusion and frustration, and I deeply regret any inconvenience you may have experienced. We value your membership and the relationship we've built over time and we are genuinely eager to continue serving you in the best possible way.
  
  Please know that our intention is not only to address this concern but also to extend a heartfelt invitation for you to return as a valued member.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out as your satisfaction is paramount, and I am committed to ensuring that your experience with us is nothing less than exceptional.
  
  Thank you once again for your candid feedback. We genuinely look forward to the opportunity to serve you anew and demonstrate our dedication to your satisfaction.

   

  Customer response

  08/27/2023

   
  Complaint: 20509578
  
  I am rejecting this response because I have not received communications in several instances. It took many weeks to even figure out I could not cancel in writing. I did not even receive an email reply even when the person said ****** Services would contact me. I did not have an opportunity early on to review your new membership rates and make a business decision. I monitor all my email folders including spam. Even when I called to ask about the rates she told me I have always paid $25 each month. How can I trust a business that is not truthful and does not reply to emails. 
  
  Sincerely,
  
  ***********************

  Customer response

  08/27/2023

  Physiq never sent me the actual email that shows delivery date, time and to what email address. They keep saying they emailed me but I have never seen the actual email to me. Believe me, they send me emails all the time that are I am guessing is automatic delivery from every time I visit the gym, Also, when I tried to use the Physiq app to contact them it was forwarded and I was told on May 1, *************************** They never did. I feel like they are "dogging" me with this particular communication, I have attached 2 other documents I just sent Physiq in the complaint, as I am not sure what all you have access to. 

  Let me know if there is further information I can give you to support this complaint. 

  Kind regards,

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

   

  Business response

  08/29/2023

  ******,
  
  Thank you for your continued correspondence and for sharing your concerns regarding our communication and interaction. I want to assure you that your feedback is of the utmost importance to us, and we are committed to addressing the issues you've raised in a comprehensive and respectful manner.
  
  Having carefully reviewed the information you provided, I understand your frustration regarding the email communication and the lack of clarity surrounding it. I would like to clarify some points to ensure that we are on the same page.
  
  The email attachment you shared appears to pertain to correspondence with *** Fitness, which is a separate gym software entity unrelated to our services. I apologize for any confusion caused by this but as  such it is not relevant to our direct communication with you regarding your membership as they are not our company. 
  
  Additionally, I recognize that the screenshots you attached displayed emails from our rewards system, which is a distinct feature intended for point accrual and does not encompass the communication channel we utilize for membership-related matters.
  
  I want to reiterate that I did provide screenshots from our email software that confirm the date, time, sender, and recipient of the email in question. This was meant to offer the verification you requested, showcasing that the communication regarding your membership alteration was indeed transmitted.
  
  Regarding the cancellation policy, I apologize if there was any confusion regarding its accessibility and acknowledgment. The terms are outlined in your membership agreement, available on our official website, and sent to you via email upon registration. We strive to ensure transparency and convenience in our cancellation process, offering multiple avenues to facilitate the procedure.
  
  ******, I genuinely regret that our efforts so far have not been able to fully meet your expectations or resolve the concerns to your satisfaction. It is our intention to ensure that every member has a positive and seamless experience, and I am sorry that we seem to have fallen short in this instance.
  
  Please understand that our goal is not only to address your concerns but also to find a resolution that is fair and satisfactory for you. I am open to any additional information you might be able to provide that could assist us in better understanding your perspective and finding a way forward.
  
  We truly value your relationship with us and are committed to making things right. Your well-being and fitness journey remain important to us, and we sincerely wish you success and contentment in your endeavors.
  
  Should you wish to share further details or discuss this matter in greater depth, please don't hesitate to contact me directly. Your insights and concerns are invaluable to us, and I am dedicated to ensuring they are appropriately addressed.
  
  Thank you for your understanding, and I look forward to the possibility of finding a resolution that aligns with your expectations.
  
  Warm regards
  
  

*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. ↩