ComplaintsforBest Care Home Services

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They came out for my AC I called American Home Sheild they sent them repaired the ecoil said I had to pay 2600 dollars for Freon and some other things worked 1 day came back out said my compressor was grounded my problem is that why did they put Freon in a compressor that wasnt any good did they check it so now am out of money and had to get a new compressor just took my money

  

  Business response

  05/23/2024

  This customer's warranty company has denied coverage on the compressor due to secondary damage caused by running the unit with no refrigerant due to a leak in the evaporator coil. There was no way to know that the compressor would fail once the evaporator coil was fixed. The warranty company makes all coverage decisions. We have to abide by what they tell us.

  Customer response

  05/23/2024

  Why you didnt check the compressor when you came out if it was already bad why did you put Freon in it 

  Customer response

  05/23/2024

   
  Complaint: 21751230
  
  I am rejecting this response because: Why you didnt check the compressor when you came out if it was already bad why did you put Freon in it 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/23/2024

  We acknowledge that we replaced the evaporator coil and collected the out-of-pocket expenses that represented what the warranty did not cover regarding the replacement. However, as previously stated, the compressor failed because the unit was run without refrigerant until the evaporator coil was replaced. When we reported this to the warranty company, they denied coverage for the compressor due to secondary damage caused by running the unit with no refrigerant. There is no way we would have known the compressor would fail until the evaporator coil was replaced. The evaporator coil would have had to be replaced regardless because it was leaking. The compressor now needs to be replaced but the warranty company has denied coverage for it. Once the compressor is replaced, the unit will run as designed. 

  Customer response

  05/23/2024

  So what about the out of pocket for Freon that I paid for you just took my money and you think thats ok 

  Customer response

  05/23/2024

  What about the Freon I payed for and could not use I guess thats just my loss

  Customer response

  05/24/2024

   
  Complaint: 21751230
  
  I am rejecting this response because: What about the Freon I payed for and could not use I guess thats just my loss
  
  Sincerely,
  
  *****************************

  

  Business response

  05/24/2024

  The refrigerant you paid for is still in your system and once the compressor is replaced, your system will run. We would be happy to provide you with a quote to replace the compressor. 

  Customer response

  05/24/2024

   I have a new compressor now No thank You just go and bet someone else out there money 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-6-24, ********************** performed an annual preventive maintenance. I chose this company due to the advertisement I saw on a commercial on television. Which included preventive maintenance inspection and 2 pounds of Freon free. The total charge for the preventative maintenance was $79.99. However, after maintenance was completed, my unit was deficient in Freon. The company refused to honor the 2 pounds at no cost. A call was placed to leadership. Call was not returned. The advertisement didnt have stipulations listed on the commercial.

  

  Business response

  05/17/2024

  When our technician evaluated ******************** system, he found several issues with the unit. The most severe was a leak in the evaporator coil. **************** had told our technician that he has to have refrigerant added every year to this system. The unit is a sealed system and shouldn't leak unless there's a major failure, such as a leak in the evaporator coil. A unit might need to be "topped off" from time to time if regular maintenance is performed and gauges are taken on and off the condensing unit. This is normal. According to EPA guidelines, we cannot add refrigerant to a system with a known leak. We thoroughly inspected this unit for the charge of $79.99 and provided a thorough analysis and diagnosis of the unit.The evaporator coil needs to be replaces prior to adding anymore refrigerant to this system. 

  Customer response

  05/17/2024

   
  Complaint: 21722921
  
  I am rejecting this response because:

  This Is true, I have a leak that needs addressing. However, your commercial did not state if there was a leak Freon would not be honored. Therefore, your commercial is misleading. Its a scam to lure customers to your company. A normal functioning unit will never need Freon, only a leaking unit. Your company is aware of these terms, but continue to advertise with false intentions. A photo of the terms advertised on the commercial is attached.

  
  Sincerely,

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

   

   

   

   

  

  Business response

  05/18/2024

  A unit can in fact require refrigerant for the reason I stated in the previous response. However, we cannot add refrigerant to a system with a known refrigerant leak, which apparently you were aware of when you booked the appointment as you stated in your initial call that you have to get refrigerant added every year. I apologize that you are not pleased with outcome of your services, however, we cannot put our license at risk to add refrigerant to your system. We did fulfill our promise of a $79 tune-up and provided you with a detailed diagnosis of your unit. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June/2023 this company charged me ******* for a New water heater and updated plumbing in my home. When the hot water heater was installed, no supervisor or anyone came to my home to ensure everything was installed correctly. August of 2023 my ceiling in my dining room caved in directly beneath the location of the newly installed hotwater heater. A phone call was placed to this company and no one followed up. A second phone call and text was sent by me (customer) in October/2023 to *****. November/2023 ***** (original salesman) dispatched the same technicians out to my house to look at their work. Technicians discovered that they improperly installed the water lie which was leaking and caused the damage to my ceiling. They explained that a *********************** would be out to my house to repair the ceiling.I am in receipt of a text message where the company promised to fix my ceiling; however, I sit with no resolution and a damaged ceiling that is the result of poor work. No one will return my phone call regarding this. This is horrible!!!!

  

  Business response

  11/10/2023

  The small taped area of damage caused by the recent leak was not caused by the installation of the new water heater. On November 1, our installer found two separate pin-hole leaks in the copper on the hot side of the water heater. That copper is not part of the replacement of the water heater and the pin-hole leaks were not present at the time of the installation. No one from our team told ************************ that the water heater was installed incorrectly. He had a verbal discussion with our Comfort Advisor who he called on his cell phone on November 1 (the first and only time we were advised of a leak) and advised him that our office would be sending the installer out to determine the cause of the leak and if it was deemed to be caused by our installation, we would send our contractor ***** out to repair the damage. The installer went out that same day and at no time advised ************************ that the leak was caused by the installation. He also replaced the bad section copper at no charge to ************************. We'd be happy to go back and charge him for that repair in the amount of $350 since no good deed goes unpunished. He has also had multiple conversation with our Plumbing Manager, both in person and by phone, during which he was again made aware of the cause of the leak. Our office records all inbound calls and we did not have any calls from **************************** phone number during the entire month of August. 

  Customer response

  11/10/2023

   
  Complaint: 20842786
  
  I am rejecting this response because: the narrative provided contains inaccurate information as whoever typed this was not present at the time of interactions between myself and staff who have been in my home. We  respectfully reject the suggestion to add $350.00 to an already $2500.00 price tag for a hot water heater.  Please allow the record to clarify the following and put us in touch with members apart of the senior leadership team of this company. 

  1. Best ********* Home was paid $2500.00 to replace an old water heater in my home. *****, the salesman assessed the water heater and plumbing prior to the installation of a new hot water heater being installed. Because the drain pain was full of water (the old water heater) we were told that all new plumbing was needed. Thus, $2500.00 for a new water heater. 

  2. Prior to the installation of the new hot water heater, ***** did not nor did the technicians make me aware of any pin holes. I was not provided nor have I signed any paperwork that suggest otherwise. The ceiling was was in perfect condition and as verified by three people on your staff, the portion of the damaged ceiling is located directly underneath where this company installed the new water heater. We have spoken to staff there but have never received a phone call back. 

  3. No one from BestCare came to inspect the hot water heater after it was installed in late June. Whose job is it to ensure this was handled? We ask because we would have been made aware----had our expectations properly set.... and at least an opportunity if it costed more to replace anything defective as we were purchasing new equipment. 

  4. The technicians DID admit improper installation because they were the same technicians who installed the hot water heater in late June. As such, we were told that they were repairing the part at no charge and that *********************** would call us to repair the ceiling. We are in receipt of the complete record of the text conversation also verified by salesman, ***** at *************

  In conclusion, we ask that the BBB advise next steps to protect consumers like us who are being overcharged for services that ARE NOT the best at all! No trust in this company. The customer service is poor and there is little company accountability after a 200%+ markup on a water heater did not provide a solution; rather, it has left our home damaged. For us to be told that we could be charged an additional $350.00 for bringing this concern to light is definitely not good. 

  Please put us in touch with someone else from this organization in senior leadership as soon as possible. 
  
  Sincerely,
  
  ***************************************

  

  Business response

  11/10/2023

  Our installers absolutely did not tell him that the leak was due to improper installation. There were pin-hole leaks in the copper. They were not present at the time the water heater was replaced or we would have seen water leaking. Had we seen that, we would have advised ************************ accordingly and offered him a price to repair. It is not part of the water heater installation to replace that copper line. He was also not truthful about calling our office in August as we record all inbound calls. When he called ***** on November 1, ******************* him that he would ensure someone would come out and investigate the leak, and if found to be due to the installation, we would absolutely take care of it. It was not. 

  Customer response

  11/13/2023

  We are asking BBB to intervene as we seek to resolve how ********* has taken advantage of us as consumers. If you all read the thread here, the company charged us ******* for a hot water heater and plumbing. No one from their office ever came to inspect the job and subsequently our ceiling directly beneath the hot water heater became damaged. *****, manager for ************** as well as other staff members came out and identified the error and fixed the root cause of the issue. In a text message, we got a promise to fix the ceiling. Now, the company is ignoring their commitment and threatening to charge an additional $350.00. Please see history of communication thread and photos of damage as well as a copy of the text message from **************. 

  We are asking that the BBB help us resolve this matter with *******************, CEO of **************. 

  Customer response

  11/13/2023

   
  Complaint: ******** has been forwarded to BBB for further review.
  
  

  

  Business response

  11/20/2023

  We are not threatening to charge an additional amount of $350. We only stated that we repaired the root cause of the leak, which was unrelated to the install, at no charge to the customer. We would normally charge $350 for this type of repair. We never stated that we would charge THIS customer an additional $350. The text message to which the customer is referring was sent to the Comfort Advisor prior to anyone coming to the home to determine the cause of the leak. In a phone conversation, the Comfort Advisor told the customer that if we determine the cause of the leak was due to the installation, we would absolutely take care of the ceiling repair. The leak was not due to the installation and therefore, we are not repairing the ceiling. The attached text message lacks context. 

  Customer response

  11/21/2023

   
  Complaint: 20842786
  
  We are rejecting this response because: In this BBB communication thread, the system shows evidence that On 11/10/23 at approx. 10:21 AM, ************** stated, "We'd be happy to go back and charge him for that repair in the amount of $350" Please do not take advantage of an honest customer who is not requesting any monies for damages. We are requesting for ************** to deliver on their promise to fully correct an error that was a result of their inaction and promised work. Additionally, we reject this response as the information contained in rebuttals are untrue. Text messages attached to this response, will clear up that ***** was aware that the guys came out, identified the error that they made, and repaired the part they broke. Staffers promised that **************'s contract-*********, a ***********************, would return to complete the damage done to the ceiling directly beneath the hot water heater that was installed.

  It is important to note that *****, salesman for **************, told us that prior to the installation of the new hot water heater in June 2023, that there was no evidence of an inspection from the previous hot water heater installation. ***** made a sale with me as he shared with that without an inspection/permit my home owners insurance would not cover the cost for a new hot water heater so he recommended that I get a new one resulting in a ******* charge for a new hot water heater/plumbing. Now, with no inspection as verified by *****, manager, ************** services, no inspection was done-- we remain with no paperwork, and aright back at square one as ***** reminds us that we cannot file an insurance claim on this work either: no inspection/permit, etc.
  
  Now, we  humbly request that Best ***************** the ceiling as they acknowledge the root cause of the problem during a recent inspection less than thirty days ago but months after the ******* job was supposedly completed with the promise that ************** lives up to its core values which do not state leaving customers holding the bag- being totally taken advantage of. 

   Superseding  Issues:

  Poor installation
  No inspection 
  Damaged ceiling on behalf
  Of **************. 

  Questionable customer service

   Being taken advantage of as consumer with rights. 

  Please resolve this matter immediately. 
  Sincerely,
  
  ***************************************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15, 2023 Best Care Home Services *********************************************************************** Came to my home because I did not have any working air conditioning.Best Care Home Services came to my home to put in a new air condition compressor (BHCS words).on July 10, 2023: I paid them $2100 out of pocket and I have a American Home Shield warranty. On Wednesday 07/12/2023 the the air condition compressor stopped working. I called and asked American Home Shield what type of air condition compressor did they order because Best Care Home Services told me that who ordered and warranty the equipment. I was told by American Home Shield that was not correct because Best Care Home Services requested to order the parts themselves. The repairmen came back out on July 17th and @ that time I was informed that a used or refurbished air condition compressor was order and installed by Best Care Home Services and that is why it only worked for two days. I have requested that American Home Shield .replace the equipment with a true air condition compressor on the 17th. Best Care Home Services did not update the work order with American Home Shield so this could happen until today 07/24/2023. I am a senior citizen and I need my $2100 back from Best Care Home Services. So, I can buy a NEW Air Conditioner from a TRUSTED service provided. Best Care Home Services have have me without air conditioning the last two months. They are not reliable or trustworthy. I need my full refund so I can move forward and get me some air conditioning in my home I have been trying since May 15, 2023

  

  Business response

  07/24/2023

  The compressor installed was the very same compressor that American Home Shield would have ordered, had we requested them to do so. We have provided information back to American Home Shield that we need to replace this compressor and will do so upon the appropriate authorization. We will not provide a refund because we need to warranty the part we put in. We will make every effort to expedite the request. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have contacted Best Care Home services 4 times to cancel a contract and they continue to automatically bill me through my checking account each month. I disputed the charge through my bank last month. This company was supposed to be maintaining my a/c. The last time they came out, they said the coil hose needed to be replaced and I would need freon replaced. According to them, it would need 10 lbs of freon at ****** lb. I called another company, who not only had to clean the unit which they were supposed to do, but told me I had too much freon and the unit only holds 8 lbs to start with. I am a widow, and companies like this that take advantage of people should not be allowed to stay in business. I called again yesterday because once again, they have charged my checking account for a contract I have been trying to cancel for 2 months. I was told the same thing as before.........they would take care of it. I hope other people who are unaware of their business practices find out what kind of company they are before investing money that is not necessary.

  

  Business response

  07/21/2023

  We have canceled this maintenance agreement effective today. This customer is due a refund of $26 and that will be mailed by check. 

  Customer response

  07/24/2023

  I recd a voice mail today from ***** at ********* saying that my contract with them was not up until November so I had to continue to pay.  I do not think I should pay for their service due to the fact that the last maintenance was not properly done and an expensive repair they said that was needed in my air conditioner was Misdiagnosed and there was no problem at all except they had not closed off valves that would cause Freon to leak.   I understand we are not talking about a lot of money here, but I should not be responsible for their lack of service and knowledge.  

  Customer response

  08/05/2023

  I rec's an email to go to the portal  that there is a new message, and they are waiting for a response, but I cannot locate a response.My last communication was sent to the BBB on July 24 and I do not see any response to it.

  Customer response

  08/17/2023

   
  

  From the CONSUMER:

  Sent 7/24/2023 5:45:19 PM

  Read by ************************************************************** on 8/3/2023 3:58:43 PM

  I recd a voice mail today from ***** at ********* saying that my contract with them was not up until November so I had to continue to pay.  I do not think I should pay for their service due to the fact that the last maintenance was not properly done and an expensive repair they said that was needed in my air conditioner was Misdiagnosed and there was no problem at all except they had not closed off valves that would cause Freon to leak.   I understand we are not talking about a lot of money here, but I should not be responsible for their lack of service and knowledge.  

  From the CONSUMER:

  Sent 8/5/2023 10:20:25 AM

  I rec's an email to go to the portal  that there is a new message, and they are waiting for a response, but I cannot locate a response.My last communication was sent to the BBB on July 24 and I do not see any response to it.

  
  

  

  Business response

  08/17/2023

  The maintenance plan has been canceled and a refund check for $39 will be put in the mail today.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/4/2023 afternoon 1 older man and very young man working for the company came to repair a stopped up sink. They charged my credit card twice for $225 each and after they left, the problem was not resolved. The company is fictional. They did not respond.

  

  Business response

  03/05/2023

  A few things -- if we inadvertently charged the credit card a second time, we will be happy to refund this. It appears that *** have happened and a refund request has already been submitted to our accounting department. Additionally, if the problem is not resolved, I'm happy to arrange for the plumber to return at a convenient day/time. I can assure you that we are not "fictional" and that we will warranty our work. I will also pass these concerns on to our plumbing manager so that he *** review this with the plumber and reach out to the customer as well. 

  Customer response

  03/06/2023

  I do not want them to return.  I want them to delete me from their database as I do not trust the company again. 

  Customer response

  03/07/2023

   
  Complaint: 19540878
  
  I am rejecting this response because: I do not want them to return.  I want them to delete me from their database as I do not trust the company again. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/12/2023

  We inadvertently charged this customer's account twice, two charges for $225 on March 4, 2023. On March 6, 2023, the second charge of $225 was refunded to the customer's card. 

  Customer response

  04/12/2023

   
  Complaint: 19540878
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  04/14/2023

  After they agreed to refund $225, they immediately rebelled the credit card.  On the second dispute, they rebilled the $146 that was supposed to go to me after I agreed to pay them their $79 fee for coming out.  So they bluffed my credit card company too, by acting as if they were refunding me.  I ended up with paying $371 to them still while they left ME with the $79 difference.  So after studying what they did, its clear they arent giving back the two charges and they are not settling for their service fee.  Theyve messed up the card dispute.  Its why I now have to ask the credit card company to dispute the two charges again properly, instead of me getting a $79 refund!   Im not sure how they could do this, I told you they arent honest and were very unpleasant talking to. 

  

  Business response

  04/17/2023

  This has been disputed twice. The first dispute was for the extra $225. The dispute closed by the credit card processor because they saw the refund had been issued. We knew right away that the credit was double-charged and had no intention of keeping it -- it was processed the very next business day. She then proceeded to dispute $146 out of the $225 she should have been charged for the work that was done. The credit card company credited us back $146 for services provided. The customer was aware of the charges when she agreed to have the work done. The work would not have been completed had she not approved it. 

  Customer response

  04/20/2023

   
  Complaint: 19540878
  
  I am rejecting this response because:
  The business has had enough time to properly refund the amount(s) overcharged and disputed.  The re- billing of $225 is proof the company was going to charge twice and has had no intention to refund the double charges.
  

   1. The first (duplicate) charge of $225 has not been refunded by them and they owe me $225.   
  

  2. The second  $225 they charged for the unfixed service problem is a different dispute.  I am willing to pay $79 from that second charge of $225, because they did not repair my plumbing problem 

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

  

  Business response

  04/21/2023

  Please find attached all correspondence with the credit card company. This complaint is not factual. 

  Customer response

  04/25/2023

  Fact : 

  They re- billed the first $225 and they re- billed the disputed amount of $146 as well - and my credit card shows a balance of $371, all money taken  by **********  Yes, the credit card company tried to refund the $146 and they re- billed it.  My balance is $371 

  So they owe me at least my $146 again if they are keeping the first charge of $225 

   

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around the end of last Summer, the said company installed tankless water heater for **. As part of the process, they installed a new electric outlet. Before they started off, they had informed ** that they would apply for ********************* permit for the water heater and get a licensed electrician apply for a permit of the electric outlet. The company said they knew the electrician well. Therefore, we had no input at all. Later during inspection (Sep. 23rd of 2022), the code enforcement expert informed us that the water heater passed the inspection. However, he said that the electric outlet was installed without permit. Thus, he informed the companys technician that they have to get the electrician apply for a permit and later make arrangements for inspection of the outlet. We were shocked that the company didnt do what they had promised us to do. And to this day, they have not gotten the outlet inspected. We are asking BBB to help us and request the company to take its responsibility and do all what needs to be done to get the electric outlet inspected.

  

  Business response

  11/14/2022

  We notified the electrician on 9/23/2022 that the electrical portion of this installation did not pass inspection because a permit was not pulled. At that time, they indicated that they would get this corrected with code enforcement. Because we have no insight into their permits, we were not aware that this had not been complete. We will reach out to the electrician -- who is not affiliated with our company beyond the extent that *********** out to them for electrical work -- to correct this situation ASAP. 

  Customer response

  11/20/2022

   
  Complaint: 18399199
  
  I am rejecting this response because: I am writing my reply to the company below.

  Blaming the electrician is not acceptable. We, as customers, did not make any deal with the electrician. Our deal was with your company. When you give contract to an electrician or any other person, you have a responsibility to make sure they did their job correctly, all the way up to completing the inspection process. You should have called and asked us if the inspection of the electric outlet had been completed. You didn't do it. That is not good customer care. You should apologize, instead of putting the blame on the electrician.
  

  Having said that, after this complaint was filed, the electric outlet is inspected. Thus, I verify to BBB that the issue is resolved. I would like to thank BBB for helping us get this issue resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They been out here 3 times and it something on another plumbing issue and it's always 31 days later. They came and fixed the leaking toilet in the back this after he had installed a new hardware on the inside. About 40 days it started leaking . He said he checked the other but it's leaking now after 30 days should have changed both. Then we called about a stopped up toilet he came and fixed it. We told him maybe you should check the whole system and he said this was the only one. So now back toilet is stopped up after the 31 days. We have paid them 4 service charges and paid to fix what was wrong. And it always after the 30 day warranty and I feel that how the get over on there customers

  

  Business response

  09/26/2022

  We have reached out to this customer and are going back to his home today to look at everything we've done and to also look at a new problem that we've never addressed. 

  The three previous visits have all been for different issues which is why service fees were charged. 

   

   

   

   

   

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an HVAC unit installed by this company through Lowes not quite a year ago. The unit is supposed to be still under warranty until 09/27/2022. The unit had frozen up on me a week ago and has not worked since then, I reached out to Lowes and was told to contact the company because it is still under warranty. I then reached out to the company about the issue and was told that they are no longer under contract with Lowes and that there is nothing that they could do. But if I wanted them to come out they would apply a fee and void any contract that I have with Lowes. To make a long story short, I'm without air that is still under warranty and I'm being given the run around :(. I want this company to stand by their warranty whether they are still contracted with Lowes or not, that is not my problem; they were paid and I want my unit checked and repaired. There is something that is not right, I left it off and can not turn it back on without blowing a fuse :( At this point, I myself am about to blow a couple of fuses :(

  

  Business response

  09/07/2022

  We have an appointment scheduled with the customer for this Saturday, September 10, at the customer's request. 

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a faucet repaired by ********************** LLC for a leak on 05/04/2022 via American Home Shield and as of today 07/02/2022 I am having the exact same issue. I have reached out to American Home Shield who is trying to charge me an additional fee to repair which I don't agree with since it has only been 2 months since the repair.

  

  Business response

  07/03/2022

  On May 1, 2022, ********* received a work order from American Home Shield for this customer. On May 4, 2022, we had a plumber at the home to repair four different items. On the printed information we received from the warranty company along with the items in need of repair, it is notated very clearly, in all capital letters the following: 

  30-DAY RECALL APPLIES TO THE SERVICE WORK PERFORMED ON THE PREVIOUS DISPATCH REQUEST

  The issue this customer is having with her warranty company at this time has nothing to do with *********. The warranty company is upholding the terms of the contract they have with the customer. We have no control over the service fee the warranty company charges -- they charge it and collect it. It has nothing to do with *********. If we receive another work order from the warranty company, we will be happy to schedule an appointment and return to the home.

   

*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. ↩