ComplaintsforVandergriff Toyota

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This dealership uses deceptive sales tactics. They list vehicles on the website with a price. The small print says specifically Tax, Title and License/Registration not included. Nothing else, only TT&L not included. I get to the dealership and sit down with a sales rep and they try to add $3,089.00 to the price, for the Toyota certification and "reconditioning". I think they are doing this to get the consumer to focus on removing the fees and forget about negotiating on the vehicle price. I am quite surprised they have not been sued for false advertising / *************** am requesting a refund of $1000 to cover the confusion, mental stress, and dishonesty by this dealership.

  Business response

  06/12/2024

  We are unable to provide a refund as requested. All of our certified pre-owned vehicles are subject to a certification and reconditioning/dealer adds fee. I have included a screenshot of the dealer notes on the ad that was provided and highlighted the disclosure about these possible adjustments in price.

  Customer response

  06/12/2024

  Complaint: 21808232
  
  I am rejecting this response because:

  The highlighted sections do not address the facts the your sales team, and 'Sales Manager', lied about this.  I was told the extra added cost was REQUIRED for Toyota Certification and Dealer Reconditioning.  This is a lie if you are telling me "Dealer Added Options" are optional...  Not to mention, it does not address the second fact that your ad also includes the specific text "Purchase prices do not include tax, title, license and $150.00 doc fee."  These statements conflict and I believe the general public and courts would agree that the most exclusive and specific language is how this would be interpreted.  Still waiting for Vandergriff to make this right and refund $1,000.  I also have not even received an attempt to contact me from *********************.  On my ****** review he suggested I contact him via email, which I did.  No response from these liars and deceptive people.
  
  Regards,
  
  ***************************

  Business response

  06/13/2024

  After looking at everything on your deal, you received an even better price than the internet one of $44,888.You paid $43,370 for the car. Part of the car buying process is negotiating a deal. It is our job to show internet price, plus dealer added fees. I highlighted that in prior communication. You the customer are at liberty to walk away from a deal you do not feel is fair. Your signature on the last proposal you signed solidified that you were satisfied with the terms of what was negotiated. At the end of the day, you negotiated yourself a great deal. Unfortunately, we will not be able to refund anything.

  Customer response

  06/13/2024

  Complaint: 21808232
  
  I am rejecting this response because:

  I am still left feeling mistreated and taken advantage of by this business.  However, it is obvious that Vandergriff Toyota does not care and is not interested in anything post sale, other than spamming me to trad-in the truck I just bought or use their service center.  Unfortunately, this is the response I expected from them.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sold my car to vandergriff toyota dealership on 4/7, as of 4/21 my car has not been payoff and now my account with ********************** financial is past due because the dealership has dragged it's feet in paying off my car. I had to make a payment on Saturday to bring my account back to good standing because of this delay. When you call the accounting department you get the run around and no answers. I need this dealership to hold up their up of our bargain, pay off my car as stated and send me my payout check. Please help me get this issue resolved.

  Business response

  04/24/2024

  There was some miscommunication between the departments so we apologize for the delay in paying off the vehicle. I was able to confirm with our Accounting Manager that we paid the vehicle off today. The customer will be receiving an equity check for $11,642.83 which includes the payment they just made. They pay off check we send to the lender is in the amount of $21,916.78. 

  Customer response

  04/26/2024

  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.
  
  Regards,
  
  ********************************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 23,2024 my husband and I came to your dealership to test drive and potentially purchase the 2019 Veloster we saw listed on your website. Eventually looking to trade in one of our cars to purchase another. We drove the Veloster and decided to pursue the purchase of the vehicle. We made it clear and understood of our intentions to trade in our 2017 Kia **** for the 2019 ******* Veloster and that both myself and my husband would be on the loan, and we were not putting anything down. We were interested in negotiating a deal on the car and wanted to discuss our options regarding a better price and requested a copy of the dealers invoice reflecting the price the car was purchased for and length of time on the lot. We were not given the invoice after requesting multiple times, could not get anywhere with negotiating the price down. My husband and I took a moment to discuss and decided to work past this obstacle. All of which was acknowledged and agreed upon. Then we moved over to speak with finance only to be completely caught off guard and blindsided. Once in the office we were told that our trade in was not going to work due to the negative equity and LTV percentage. That was understandable, my husband and I discussed and worked through that obstacle. Then we were told that not only would the interest rate be higher than initially expected but that in order to get the best rate the loan would need to be in my husbands name alone. After a personal discussion with my husband, we decided to still proceed through this obstacle as well. After a stressful few hours at the dealership, we drove the Veloster home.When I woke up the next morning (February 24,2024) and hopped in our new car to run get breakfast, the check engine light comes on. Notate this is LESS THAN 24 hours after driving off the lot. We drove the Veloster back up to the dealership to drop it off and see what was wrong with the car. ADDITIONAL DETAILS ATTACHED

  Business response

  04/01/2024

  We understand your frustration with your experience with the initial purchase of the 2019 Veloster, and the loaner vehicles. Unfortunately the check engine light coming on in Veloster was something we were not able to foresee, and is a risk with all pre-owned vehicles that have higher mileage. Due to the check engine light coming on twice, we were willing to pay for the repairs that were needed, but because you both understandably didn't feel safe in it, we went ahead and unwound the deal so that you wouldn't have any financial obligations to it. Regarding the 2019 Kia ********* we were not able to get to where you needed to be at on cost. The reconditioning fees in the Kia ******** were much greater then on the Veloster and would have caused the final price to be higher then what you guys were in the Veloster for. While we sympathize with your frustrations and offer our apologies, we can't offer you the price you're needing to be at for the Kia. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I finished paying off my vehicle in early December.I received my title,but i never got my ************* refund.I talk to the dealership and they tell me to call the insurance company,i call the insurance company and they tell me the dealership has to send me a check.Its been about 2 months and i have been going back and forth even left messages and im not getting any response.

  Business response

  02/19/2024

  On our end the customer's warranties still show active. We do not cancel the customer's warranties. The customer would have to call MPP and cancel them. They will likely ask for the payoff letter from the lender and they will cancel the warranties and refund the remaining balance back to the customer. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is ***************************. Recently I have had a experience with Vandergriff Toyota Arlington, technically I have had bad experiences with them when I was purchasing a car, I was being ripped off twice when I was purchasing car. This time when I went to Vandergriff Toyota for services, I had service (oil change, and everything according to plan) appointment, $145.53 for Oil Change, Filter Change, Multipoint Inspection, Fuel System Cleaner, Rotation (attached file), during services, ********************* (Service Advisor) sent me message that it is required Wheel Alignment and I went to his desk (Surveillance Camera can check it on Nov 15, 2023 between 10 am to 12 pm) and I asked I have coupon but he chose $109.95 for Wheel Alignment instead of original price $139.95, and BBB can check attached files that how they charged after I did not pay attention, they charged me for $139.95 instead of $109.95 what he was committed, they ditch customers, they charging too much after committing verbally., this is an act of ripping off with customers, I want to investigate this matter and I need full refund, I wanted to complain before holidays but I was out of town, this is definitely an unprofessional behavior from Vandergriff Toyota, due to this unprofessional behavior and misrepresentation of Toyota, I need FULL REFUND, and I will never buy car from them, nor I have to visit for services, I will also complain to Toyota *********** and in *****.

  Business response

  12/15/2023

  ********,

  
  First, Id like to apologize for your experience with us. Since the services were completed, we cant offer you a full refund. However, Id like to see if we can offer the difference between what you expected to pay. I just want to clarify that you had a coupon for a $109.95 for the wheel alignment and you ended up paying $139.95? 

  Customer response

  01/04/2024

  Complaint: 20921147
  
  I am rejecting this response because: I need full refund of my Wheel Alignment, they should have charged me $109.99 and but on bill showed it was $139.99 (approx), It is completely unprofessional and unethical approach. ***** (Service Sales Person) told me in front of counter (maybe surveillance) can show our discussion on the day of service, he told me $109.99 but when I saw receipt at home, it showed $139.99, it is completely unethical behavior from TOYOTA Company , I have been victimized and several times Vandergriff Toyota have done unprofessional behavior with customers.  I need FULL refund of my Wheel Alignment and I have received RECALL Airbag from Toyota, I will not prefer to go this facility. I am very sad.  
  
  Regards,
  
  ***************************

  Business response

  01/04/2024

  **************,

  I reviewed the Repair Order for the alignment you had, and you were charged $119.95 for it. The alignment was completed on your vehicle, therefore we will not be offering a full refund. We do apologize for the mistake made by the cashier with the difference in price. We will be more then happy to refund you the difference for the $109.95 that you expected to pay. The refund amount will be $10. This is all we are willing to offer.

  Customer response

  01/04/2024

  Complaint: 20921147
  
  I am rejecting this response because: If Manager can see that I have attached Repair Estimate and I have paid exactly as showed on Repair Estimate,, I have paid $139.99

  [Primary]: ROT : ROTATE 4 TIRES ( INCLUDES VISUAL INSPECTION OF BRAKES) ROTATE 4 TIRES ( INCLUDES VISUAL INSPECTION OF BRAKES)$29.95
  [Primary]: OFCS : PERFORM SYNTHETIC OIL AND FILTER CHANGE - FLUID **** OFF, TIRE
  INFLATION AND WORLD CLASS MULTI POINT INSPECTION PERFORM SYNTHETIC OIL AND
  FILTER CHANGE - FLUID **** OFF, TIRE INFLATiON AND WORLD CLASS MULTI POINT INSPECTION$78.06
  [Primary]: FSC : FUEL SYSTEM CLEANER ( USING F600 PRODUCT) FUEL SYSTEM CLEANER ( USING F600 PRODUCT)$37.52
  [Primary]: 16P : ** COMPLIMENTARY (**') MULTI POINT INSPECTION ** (l) ** COMPLIMENTARY (**') MULTI POINT INSPECTION **$0.00
  *Alignment - 4 Wheel$139.95
  

   

  RO NUMBER *******.. ******************* said $109.99 Technically they have to refund $30.00 after they can listen with the help Survellieance camera near register on date of service. Thanks 

   

  
  
  Regards,
  
  ***************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 7/5/2023 from Vandergriff Toyota. I was pressured to purchase the car and sold me a car and inflated the price of a car that was not worth it. They placed me in a bad deal which results in predatory lending and over-inflated price of a car that's not worth it.

  Business response

  09/11/2023

  Hi *******,

  I'm sorry to hear you are not happy with your loan. Unfortunately, because your deal is now over two months old and finalized through the bank, we can't back you out of the deal. I'm looking at your loan, and we didn't inflate the car at all. We owned the vehicle for $27,400, but we sold it to you for $23,772. We took a loss on it. Your interest rate is at 18%, which is high but that rate was based on your credit, and that's what the bank approved you at. We had no control over that. I do see that you purchased a service contract for $4,070. If you were looking to decrease the amount of money you will pay on your loan, you can cancel that warranty through MPP and the refund amount will go back to the principal balance of your loan. Your payment will stay the same however. The number to cancel that warranty is **************.

  Customer response

  09/11/2023

  Complaint: 20581297
  
  I am rejecting this response because: I haven't received a response from the dealership resolving my issue.
  
  Regards,
  
  ***************************

  Business response

  09/11/2023

  Hi *******, 

  We would be willing to purchase your car back from you for $19,000. Your payoff for the vehicle is $34,097. The cancellations of your warranties would amount to $5,249. So you would owe the bank a balance of $9,841. This is the best we can do.

  Customer response

  09/12/2023

  Complaint: 20581297
  
  I am rejecting this response because: I want you to buy it back for the total amount because I only had the car for 2 months. Also, I would like you to cancel all warranties. You inflated the price of the vehicle knowing it wasn't worth it. Also, you gave me the highest interest Raye in *****. I did my research and you took total advantage of me l.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2018 I purchased a warranty that would replace the tires of my vehicle for the life of my loan. However, when I attempted to get a set of tires, I was told they ended that program two years ago. I would like a set of tires as promised during the purchase of the warranty, or a full refund of the $2,200 paid for the warranty.

  Business response

  08/22/2023

  Good morning ******,
  
  I was able to reprint your *** contracts from your deal.Your extended platinum warranty is actually what you paid $2195 for. The plan duration for that is 48 months or ****** miles, whichever comes first.Unfortunately that does not cover tires, or any items that would be considered wear and tear. It does however cover many parts and components all over your vehicle. I have attached the brochure for this protection plan. And here is a link for more information. **************************************************
  
  The only plan that covers tires is the *** Club Plus protection plan, which you did purchase. However this only covers tire repairs or replacements in the event a tire is damaged from a road hazard. Such as a puncture/blowout, etc. It would not cover a worn out tire from normal wear and tear. You purchased this plan for $425, and it was only valid for 36 months.So it expired for you in November of 2021. I have also attached the brochure for this and here is the link for more information. *************************************
  
  Hopefully this clears up any confusion, but please let me know if you have any other questions.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Jun 19th, I went to Vandergriff looking for a vehicle, preferably a 2023 Toyota RAV 4 XLE. Upon talking to **** the salesman and then he brought out 1 of the Managers. I was told that the vehicle would arrive in 2 weeks and they had me put down a $515.00, to hold the vehicle. They only receipt was a $515.00 charge on my credit card.I called a week later and a woman looked up the vehicle and informed me, that the car would not be built until the 26th of June and I said that would not be acceptable. I called a week later, spoke to **** and he informed me that I would have to come up to the dealership, to get my refund back since it was on my charge card. Upon arriving all they wanted was to talk to me about the vehicle, I again re-iterated that I wanted my deposit back, I no longer wanted the vehicle, and they informed me that it would take 5 to 7 business days. Other salespersons have called asking if I was still interested in a vehicle. Today, Jul 8th, 2023, I called again and spoke to a person who stated he was the Sales Manager and he looked up the file, and stated he needed to figure out who I was dealing with and he would get with him, He stated it looked like *****. He would then call me back about my refund. I just keep getting the run around and all I want is my refund credited back to my charge card. Based on the fact, they stated 2 weeks for the vehicle initially and then, at the 2 week ***** informed me that it would not be until the end of July, possibly beginning of August. The only documentation, is the pre worked up quote and a sale transaction receipt on my credit card. I would like the refund to my credit card of the $515.00, they had me put down for a car not even in production, that they mislead me on the time that the vehicle would be available. I am no longer interested in dealing with them and have purchased a vehicle.

  Business response

  07/18/2023

  Hello **************,

  I apologize for the experience you've had with us. The refund was processed on July 10th in the amount of $500. I have uploaded a receipt for your records. 

  Customer response

  07/20/2023

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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 9,2023, I took my Toyota truck in for a repair due to a faulty gas gauge. I prepaid for the replacement part on that day and paid for the labor cost after the job was completed on May 13, 2023. The total repair cost was $931.82. After the repair was completed, I left the shop and realized that my gas gauge was malfunctioning and returned to the shop on May 15, 2023 to have the issue investigated further. The shop kept my truck overnight and replaced the same part again. On May 17. 2023 the service advisor notified me that my truck was ready. As I left the shop, I noticed my steering capability was severely degraded and I return to the shop the same day to have my concerns addressed since I didn't have an issue with the truck's steering capability before the initial service repair. I was charged $1,022.58 to replace the rack and pinion and $193.95 for a wheel alignment. To date, the gas gauge is still faulty and the steering capability is still malfunctioning with additional noises from the power steering pump. On June 26, 2023, I had Mobile One automotive shop diagnosis the issue. Mobile One's evaluation indicates that rack and pinion is damaged and they estimated the repair cost to be $1,863.94. I've reached out to Vandergriff and was told that I'm no longer welcomed there because of an earlier exchange concerning my truck.

  Business response

  06/27/2023

  Hello **************,

  Regarding your gas gauge - we opened up a TAS case with Toyota where they sent a Toyota Technical Specialist out to diagnose any issues on functionality that we were unsure of. Once we replaced the gas gauge, a Toyota engineer determined that it was working as designed. They also compared it to another new Tundra where it worked exactly the same. We will not be refunding the repair cost for this.

  Regarding the alignment rack and pinion that we replaced - we showed you video evidence that the repair was needed due to deterioration. This was not abnormal given the age of the vehicle. The power steering pump would not be related to the work we did. We will not be refunding the repair cost for this. We did take note of the repair quote from ***** 1, however they are not Toyota certified technicians. All parts that were replaced on your vehicle are Toyota warrantied parts for 12 months. We recommend you take the vehicle to a Toyota Dealership and have them diagnose the functionality of the gas gauge, and any concerns with the alignment rack because if any of the parts we replaced are not functioning properly, they are under warranty through Toyota and should be replaced at no extra cost to you. This is what I was explaining to you yesterday on the phone. We asked you not to come back to our dealership due to the numerous calls of harassment with you and our staff. You've made several claims against us that were false, and you've stated that you do not trust us to touch your vehicle. These are the reasons we recommended you take your vehicle to another Toyota Dealership so that you could get a second opinion from a Toyota Certified Technician on the work we did. If they find any issues within the repairs or work we did, that isn't covered under warranty, you can contact me and we will cover the cost.

  If you'd like to bring it back to us, we will take another look at the concerns and address them appropriately, but we will not refund any previous repair costs.

  Customer response

  07/06/2023

  Complaint: 20239696
  
  I am rejecting this response because:
  

  Please see attachment. 
  

  Regards,
  
  ***********************

  Business response

  07/06/2023

  **************,

  
  The Toyota Dealership you went to did not diagnose the cause of the leak. There are three possible reasons why there would be a leak. There could be a manufacturer defect on the rack & pinion parts we replaced that caused the leak (at which point would be covered under warranty), the line could have gone bad due to age and miles, or the line was installed incorrectly. The line would need to be removed to be inspected as stated on the repair order you provided. If you'd like to bring it back to us, we can remove the line and figure out where the leak came from. If it was a mistake on our part, we will replace the pressure line at our cost. 

  
  As the other Toyota dealership determined the gas gauge is working properly, so we will not be diagnosing this any further.

  Customer response

  07/14/2023

  Complaint: 20239696
  
  I am rejecting this response because:  South Toyota diagnostic report indicated additional evaluations are required to diagnose the gas gauge issue. Therefore,  the gas gauge continues to display faulty information. While some components of the gas gauge tested normal, the intial problem still exists.  Vandergriff Toyota refuses to address and fix the problem in their latest response.  

  The steering leak didn't exist before the replacement of the steering components and further evaluation is required to diagnose the leak according to South Toyota report.

  The South Toyota diagnosis charges were $395.25. I'm requesting to be reimbursed for the charges and request repairs for the gas gauge and steering be conducted at South Toyota at Vandergriff Toyota expenses
  
  Regards,
  
  ***********************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THE COMPANY TOOK MY $1500 on FEB 8th TOOK MY VEHICLE AS A TRADE IN AND DID NOT COMPLETE PAPERWORK, TOOK THE *** I PURXHASED FROM THEM AND GAVE MY *** BACK WITH ITEMS MISSING AND DID NOT RETURN MY DOWN PAYMENT OF $1500!!!!!! ANDDD RAN MY CREDIT RECEIVED AN APPROVAL AND RETAN MY CREDIT LATER. I WANT ALLL THE INQUIRIES REMOVED SINCE THEY RETURNED MY ***!! I NEED MY $1500 BACK AS WELL AS THE *** RUGS ******* FROM MY VEHICLE , MY PERSONAL PLATES,TOLL TAG AND A LIST OF OTHER ITEMS THAT WERE STOLEN OR DISPOSED OF WITHOUT MY PERMISSION!!!!!!

  Business response

  05/18/2023

  Ms. ******,

  You traded in your vehicle on February 13th and took delivery of a Toyota Highlander. When we took possession of the trade, it is our process to remove and dispose of plates, and toll tags. We are not responsible for anything left in the trade vehicle when traded in with the dealership.

  The bank declined to fund the Highlander loan based on their customer interview with you and a concern you had with the vehicles mechanics.After you decided on another car, the ****** on March 31st, you took delivery. We tried for a little over a month to get your deal funded but due to your other open auto loan, we couldnt not get a bank to approve it. Unfortunately,there is nothing we can do in this scenario. However, you signed a credit application giving ** permission to run your credit to attempt to secure funding. We cant remove the inquiries.

  Regarding the down payment; we are willing to refund $750 of the $1500. We had to send a toll truck out to pick up our vehicle which cost $750. You were supposed to bring the vehicle back to ** on Tuesday, May 2nd and you didnt show. Then, when we reached out on Thursday, May 4th,you agreed to bring it Saturday, May 6th. On Saturday you didnt show up again and then said it would be Monday, May 8th. When Monday came around and we had not heard from you, we sent a toll truck. This is all we will be offering at this time.

  Customer response

  05/19/2023

  Complaint: 20071410
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

   

  I COMMUNICATED TELLING THEM I WOULD BE THERE MON*** AFTER WORK WHICH I GET OFF AT 5pm , NO ONE CONTACTED ME MON*** REGARDING THE VEHICLE!! YOU ALL CAN NOT STEAL MY MONEY !! NO ONE MADE YOU ALL USE A TOW TRUCK CONSIDERING I ALREADY STATES I WOULD BE THERE MON***!!! IT HAS BEEN OVER A MONTH YOU ALL NEED TO RETURN MY ENTIREEEEE DOWN PAYMENT AS WELL AS THE ***** YOU ALL DISCARDES OUT THE HIGHLANDER WITHOUT MY PERMISSION BECAUSE YOU ALL DISNT EVEN KNOW THAT VEHICLE WAS GOING TO BE AUCTIONED OFF THEREFORE DISNT NOTIFY ME TO GET MY *****!!! YOU ALL THEN LEFT ME STRANDED BECAUSE YOU ALK DID NOT RETURN MY DODGE!!! AND WHEN U TAKE A CAR IN FOR TRADE YOU ARENT SUPPOSED TO REMOVE ***** UNTIL THE TRADE IS XOMPLETED!! WHICH U ALL DID NOT DO! PUTTING MY DODGE IN A DELINQUENT STATUS AND YOU ALL STOL MY MONEY AND *****!!! IF THE **** DISNT GO THRU ALL MY ***** SHOULD HAVE STILL BEEN IN BOTH VEHICLES!!!! I SHOULD HAVE BEEN NOTIFIED TO RETRIVE MY OWN *****!!

   

  YOU ALL OWE ME ALL $1500 of MY **** DEPOSIT BECAUSE I HAVE THE **** THAT ALREADY STATES THE *** I WOULD BE UP THERE AND YOU ALL TOLD ME THAT WAS OKAY!! THEREFORE RETURN ALL MY MONEY PLUS MY ***** YOU ALL ILLEGALLY DISPOSED OF!!! ALSO YOU ALL NEED TO REMOVE ALLLLLLLLL THE INQUIRES FROM MY CREDIT!!!

  Business response

  05/19/2023

  ******,

  We will cut you a check for half of the down payment in the amount of $750, and another $100 to cover the missing items that were disposed of in your car. 

  Customer response

  05/19/2023

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