ComplaintsforExterior Custom Solutions

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Exterior Custom Solutions to replace windows and patio doors in spring 2023. One of the doors is not installed properly and leaking air. They have come to try and fix this door but the door is now stripped and needs to be fully replaced. After numerous and continuous attempted contacts they have not been responsive to making the situation right.

  

  Business response

  05/17/2024

  On the initial install, 3/28/23, the installation team alerted the office that the customer would not sign paperwork insisting two windows were mismeasured and new ones needed to be ordered. We ordered a slightly larger size and completed the install on 6/14/23. On 5/18/23, when we contacted Mr.**************;to set up installation for the two windows,he said there was a gap in the door and wanted us to address that. During the install of the two windows, we adjusted the hinged patio door, even though no adjustments were needed. We discovered that the gap was due to the customer not closing the door correctly. During this visit, we told the customer we would order a new screen for the hinged patio door, since it was not sliding correctly. On 7/17/2023, the homeowner wrote a complaint to the finance company about the screen, which he was aware had already been ordered after the 6/14/23 visit. The finance company contacted ECS. We contacted the homeowner to explain the screen was ordered and would be set up for replacement once it came in. We went out on 8/28/2023 to install the new screen and re-do some trim work around the door. On 10/12/2023, the homeowner once again contacted the finance company, instead of ECS, stating there were gap issues and frosting. When we contacted the homeowner that same day, he said that he was very unhappy with our company because it was the fourth time we were going out to fix things and a company only gets three strikes. We explained that the first visit was for the installation,the second was to install two windows that he would not accept, and the third visit was to install the new screen. He then stated that we did not need to order new windows as he would have accepted the original ones. ECS went out on 10/20/2023 and re-explained that the gap issues are due to him not closing the door correctly. At that time, we ordered a new door slab because there was a visible dimple, indicative of a tiny dent, in the slab. We have no idea when this occurred but ordered a new slab anyway. We installed the new slab on 11/27/2023. When our installer left, the homeowner was very happy with how the door looked, closed, and could see no gaps were present. On 2/8/24, the homeowner contacted ECS, for the first time, stating there was a gap in the door. We told the customer that we believe the door is operating correctly and he will need to have the manufacturer stop out. On 2/23/24, the homeowner left a message stating he was still having issues with the door and wanted a call back. The beginning of the following week, we contacted the homeowner and re-explained that the manufacturer would need to come out. We asked him again to reach out to them and let him know that we will also reach out to them. On 5/1/2024, a representative for the manufacturer contacted ECS to inquire about his situation and told us they would contact the homeowner to address his concerns. On 5/21/24, a representative from ECS and ProVia will be stopping out.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed to have our windows and patio door replaced by ECS on 8-16-2021. We were told the approximate start date would be Nov. 2021, with a approximate completion date of Jan. 2022. They finally came out April of 2022. Windows were installed, the patio door was installed but came with scratches all over the trim. We asked to have door replaced and were very unhappy with the with the way the patio door was installed ECS did try to replace the patio door as quickly as they could. The new door came May of 2022 however this door was sent with the wrong size seal. To this day we are still missing the seal. Even though we were asked to sign and fill out a form stating the work or job was complete I asked about the missing part and how technically wasn't finished. I was assured the job would still be completed as soon as the part came in. After many phone calls inquiring about the missing part we continue to be met with excuse after excuse. Haven't heard anything yet, still not sure where the part is, the owner picked up the part the other day, he will get a new one on order, hopefully it will be on the next shipment. Then I get a text message from the front office person ******* asking to set up a time for **** to come out next day April 11th 2023. I confirmed and said yes. Next day another text stating **** opened the box and the wrong color was sent again. After several calls and texts we are still waiting on the part, now we don't know what to call the part and cant find an order for the part. The manufacture labels it as something different then we call it. More excuses. I've also asked for some other repairs to be made and those have yet to be made or completed.I've offered that **** come out and look at the door to make sure we are all on the same page. I have sent photos to ******* and to the manufacture of broken or missing parts. Still no follow through, no shipment, no answer or promise of completion As of 7-7-23 last phone call I had looking for answers.

  

  Business response

  08/14/2023

  *******,
  As you are aware, ******* Windows sent the wrong color part twice and we are waiting for the correct color. In April, our production manager ****, handed the part directly to the owner of ******* Windows due to it being incorrect for a second time. When you inquired with ******* in June, she began digging and pressing the manufacturer to find out what happened and where the new part was. Several phone calls were made to the manufacturer by ECS attempting to resolve your issue. You also called the manufacturer and spoke with ***** about the part you were waiting for. ***** found multiple orders in the system and wasnt sure what you were looking for so referred you back to us. In July, ******* informed you that the part had still not arrived, and she would contact you once it came in. All problems relating to this part are due to errors and delays by the manufacturer. While we apologize for the inconvenience, please understand that ECS has worked diligently and done everything in our power to get the part necessary for your patio door. The part is showing that it is entered correctly in our system and due to arrive on 8/16/23. Once it arrives and we verify that it is correct, we will call to set up a date to install the part and resolve any other concerns.

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Today is 8/23/23 I have no phone call from ECS with an update or schedule for install, which has been a consistent problem throughout this process. Their previous response said the system showed part was entered correctly and expected to arrive 8/16/23. So I am left to assume the part did not make the truck or that it is not the right part again. The lack of urgency on ECS or ******* Windows for someone who paid in full for a job not yet completed is concerning.
  
  Regards,
  
  ***************************

  

  Business response

  08/30/2023

  We gave you an estimated date of arrival, we have no control over manufacturer delays. We are in contact with ******* windows and pushing them to get the part here but there is only so much we can do. All of this was explained in our prior communication. We also mentioned that we would contact you once the part came in and was checked over. The job is complete, this is a warranty claim for a damaged part. We are expecting the part to come in soon. Feel free to contact us if you have questions.

  Customer response

  09/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First off this is not a completed job, this missing part was never installed when the door was installed in April 2022. My husband had noticed that the door moved too easily and that there was a draft coming in. We could pull the door open with one pinky finger, there was no seal. We let **** come out last November of 2022 to install a broken/cracked door seal. So we could get through until this part came in. As I told **** when he last came out I did not want a broken part forever. I did not consider this to fix the missing part. He did assure me that this was just temporary until the part came in. Which he had said he would see if ******* could over night the part. November of 2022 to still waiting September 2023 and still waiting for a door seal overnighted.
  
  Regards,
  
  ***************************

  

  Business response

  09/12/2023

  We have been working with the manufacturer to get the part you need for your patio door. This part has been confirmed that it will be on the truck this week Wednesday and we will have someone out to install the piece as soon as possible. Once the part is received, the office will contact you to arrange a day that works for you so we can take care of any concerns you are experiencing with the door. If you have any questions, don't hesitate to reach out to the office.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our project is on an indefinite hold until the *** / owner of ECS is at our property with the lead installer ****** to go over the project and explain the numerous deviations from what was ordered in May 2022.As of today 37 of our order 40 windows have been installed. They were due to be installed and the project completed no later than 12/10/2022 - three months over due and still ongoing....Of those 37 windows seven need to be replaced as does one entire window casing which has a golf ball sized hole in it. That's a 19% failure rate after an adamant guarantee from the owner of ******* windows -**** - who personally guaranteed that he would oversee our window production and guaranteed that they would be on the next truck. Numerous screens are damaged as well. There were daily reports by the installers back to the office about damaged products yet for some reason the replacements are yet to be ordered. We were asked to have their install manager **** come out to our property this coming Tuesday 3/14/2023 to look over the project. **** told the installers to lie to us about the patio door frame which arrived completely damaged / cracked through one of the corners of the frame. I have caught ******* lying to us too. ***** won't return multiple calls, and neither will ********************* (sales). We have asked three times to speak with management but we only get ***************Also - we were asked to sign that the project was complete (2x) when the patio door is not installed and won't be for months yet. The only leverage that we have is the outstanding balance for the project. The only thing that prompted any action from ECS was my question as to whether this was a theft by contractor scenario. Suddenly there was an off cycle shipment and the windows were coming. Four weeks after the personal guarantee from the owner of ******* Windows that the windows would be on the next truck. Now **** won't answer or return the phone calls either.....

  

  Business response

  03/22/2023

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

  The contract was written June 10th, 2022. Since there was a delay receiving down payment, the product could not be ordered until July. There were also delays from the manufacturer due to extreme customization on this project. As discussed in the contract signed, all dates are estimated, including install process due to any outbound factors that cannot be controlled.

    
  We recognize the irregularities or damage that *** have been caused due to shipping or handling and have asked for clarification on some items. Once we receive your input, those products will be reordered and replaced. It is our understanding the only product not installed is the patio door. 

  In order for conversation to flow professionally and accurately, we recommend there be direct communication in writing between you and the staff of ECS.  There have been accusations of dishonesty directed toward the staff of ECS and it is difficult to believe that it was intentional,rather than a mere factor of miscommunication. The people mentioned are honest,hardworking individuals and longtime employees of ECS, we are fortunate to have them. We are also fortunate to work with a manufacturer like Lindsay ************ have an excellent product and the owner, just like our employees, has great morals.

  We are upset that some of the product was not up to standard but will manage all correspondence and product errors to result in a satisfactory manner.

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ******* and **** have knowingly mislead, misrepresented the truth, and outright lied about the status of the project, products, and who has been involved.  That's not a miscommunication...

  There was no plan of action when the project was two and a half months past due.  I had spoken with ******* and left a voicemail to ***** asking if this was a theft by contractor scenario.  ONLY then could a real project update be provided.  The windows that were all done accept the patio door suddenly had three windows AND the patio door not manufactured.  But ******* had just talked with ******* windows before she called us.

  **** directed the install technicians to lie to us as to what happened with the patio door frame.  Not miscommunication...

  The sales manager is ***********  I have called ***** three times and left messages asking for a return call.  No response.  Not miscommunication....

  ******* was left out in the wind to deal with a situation that was ****** beyond her abilities.  We asked that the situation be escalated - and still we were left with only ***************  She would state she would call with a status and then didn't.  Later she said she had my wife's phone number incorrectly writen down but had it accurately recorded on her called id.  Not miscommunication...

  The down payment was received the end of June.  The further delay in placing the order was due to **** going on vacation and it having to wait for his return.

  I have emailed and called asking to speak with a member of management.  I get *******.  I am now demanding that the president of ECS (*************************) become involved.  I want him to explain how proud he is of the state of our half million dollar home after the job his company has done.  No one will provide an email address or phone number for ***************** nor will he call me.  Not miscommunication...

   I refuse to follow the same course of inaction that has gotten us to our current point.  There is a 24% failure rate not counting the screens in the products actively installed in our home.  How is this acceptable??

  I am to understand that the replacements have still not been ordered...  ECS wants me to act as project manager and coordinator yet refuses to be accountable for their inadequate staff and poor products.  Their staff set the expectations and yet we are being blamed for their shortcomings.

  The first day of install, we noted two windows that were damaged. The install crew took pictures to report back to the office. No one reached out to us.  Not miscommunication....

  Every day thereafter, more issues were found. Again, the crew took pictures to report back. Again, no one reached out to us.  Not miscommunication....
  

  Seven days of installation, each with issues reported back to ******* by the installation crew. No calls from ECS.

  The following day, I left a voicemail for ******* asking for an email address and order sheet I could reference to compile a spreadsheet on what was damaged.

  I got an email address, which began further dodging of questions.

  So you tell me, why should the customer have to reach out to address damaged product? One would think someone would have reached out day one of install, apologized, and discuss next steps. How can a "family run" business be so inept at basic communication, follow up, a path for escalation, and conflict resolution?
  

  Yet, there IS time to respond to ****** review with lies. What an absolute joke. Meanwhile, in the real world, we have a loan we are making payments on for a product that is damaged and a project that is incomplete. But hey, if we want to email the president, apparently his email is *****************************  Seriously, how dumb do you think we are?
  

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

  

  Business response

  04/04/2023

  The only thing we want to do is finish the job. Mr. ***********;has not allowed us to do that and his description of events is not accurate. Even before installation, created a soapbox on social media and made numerous demands and threats. Now he owes $32,770, with only a Patio Door left to install. We have asked him several times to allow us onto the premises, but he appears intent on delaying the project. We have asked for pictures and clarification, he refuses to provide them. The only photos we see are the ones he and his wife publish on social media platforms. We asked that our production manager be allowed to go to the home a few days after the install to verify what needed to be replaced, but Mr. ***********;would not allow it. Our production manager was banned, as was ******* the office scheduler, ***** the sales **** ***** the sales manager, and **** the owner of Lindsay *************** running out of qualified people to go there. Mr. ***********;asked to speak with our owner, who got back to him asking for a time to do that. That email was ignored, but 2 days later Mr. ***********;found time to go on BBB and present more inaccurate claims. The damaged products and patio doors have been ordered in accordance with the information we have, but because Mr. and Mrs. ***********;wont allow our production manager in their home, or answer any of our questions, we had no way to verify that they were ordered correctly.  As soon as the products come in, we will contact Mr. and Mrs. ***********;and set up a date to install. 

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There have been no threats but yes there is a demand that the *** ************************* attend a meeting at our home to discuss our project, the multiple and significant failings of it, and provide an agreed upon path forward. 

   Krystal, ****, ***** and ***** from ECS as well as **** from ******* Windows are the subject of their rebuttal so let's address them in order.

  ******* never has accurate information to provide and will always answer with the best we can do is see what comes on the next truck.  Phone, email, fax don't seem to work for her.  When asked to escalate the situation for months we were given excuses and platitudes but no results.

  **** told the installation team to intentionally mislead (read lie) to us about the patio door enclosure.  I will not allow a "professional" with a known and confirmed history of lying to us to guide our project further.  That's 100% correct.  

  ***** was the sales representative for the company that set ALL of our expectations for ECS that they are willingly and knowingly negligent in.  Rather than an apology or admitting that we were mislead - we are repeatedly blamed for the company's short comings.

  ***** - not sure if he works there still as all I have been able to get is his voicemail and ******* returning the call.

  **** from ******* Windows - I had the opportunity to speak with **** precisely once.  He assured me that he would personally oversee the production of our windows and guaranteed that they would be on the next truck to ECS.  Nether guarantee occured.... Now **** won't answer a phone call or text from me either...

  Regarding the "numerous communications that I have not answered". This is a bold faced lie that I have the emails to prove it.  The ONLY communication received that has gone unanswered is the request from ***************************** (supposedly ************************************ email address) stating that now he is willing to have a phone conversation with us.  When I asked for a phone conversation ECS decided to play games and say he was unreachable, on vacation, traveling, etc.  Now that I won't let them bully us any further they are willing to have a phone call - supposedly.  The gentleman's conversation was requested both via the social media posts and the emails to ECS.  Of note - my phone has yet to ring with ***************** on the other end to discuss the situation as requested.  So now we have moved to an in-person demand and are sticking with it.  

  I expressed my intention to bill them for my time as project manager because that it what I have been, and what they are asking me continue to do.  Manage THEIR project at my home.  ********** staff - specifically ******* was sent pictures daily of deficiencies in the products.  Daily conversations occured between the installers and the staff to confirm what was damaged or alterations to installation plans that were agreed to by **** and myself.  Also the claim that they have not received anything from us is factually incorrect.  A spreadsheet was compiled and sent to ******* to compliment the pictures she had received from the installation crew.  This was our attempt to assist in a common understanding of what was damaged, deficient, or missing and a way for all of us to track replacement or rework process.

  We have put forth our demand of communication directly with the *** as at this point the rest of the staff has chosen to make this a living nightmare.  There is a 25% failure rate in the windows installed not counting deficiencies in the screens or casings.  The last communication from ECS was two weeks ago.  There have not been multiple ignored or unanswered communications as ECS claims.  

  Again - we have not received anything more than emails back from ***************************** for over a month now.  The last of which was the request for me to schedule a time for a phone call.  Unfortunately the only way to get anyone's attention at Exterior Custom Solutions was the social media posts.  We were ignored in total prior to them.

  ECS is playing games with our project, our home, and our finances and I WILL NOT tolerate it.  They want to complain about the money, funny enough so do I.  They will be paid the balance when / if they can finish this disaster.  The window frames, window glass, window casings, and anything else they have altered will be show room quality.  That is what we ordered, that is what we intend to pay for, and that is what we will accept.  Nothing less than perfect.

  It is our home and we reserve the right to insist on the quality of the products used in it and personnel servicing it.  If I wanted a window world install I would have bought the windows from them.

  If this is how the company performs when they want $32k from a customer, how do you suppose they would work for us once they are paid?  I can even begin to imagine what it will take to get the warrantee honored.

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

  

  Business response

  04/12/2023

  We stand by our previous responses, and are ready and willing to complete the job.

  Customer response

  04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I am happy to hear that they stand by there previous responses the unfortunate reality is that the previous responses contain blatant half truths and shenanigans.

  There was (supposedly) a meeting of the ************************************* ECS and ************************* Windows conducted April 11th.  We have heard absolutely nothing from either company - still, again, yet, whatever diction you want to use.

  It is our money and therefore our project.  I will once again reiterate - ************************* at our home with the lead installer ***************************** to review the project, the windows, and plan a mutually agreeable path forward.  I have attempted to call ************************* three times without response.  Now I'm the issue because I won't repeat the same action that yields no results.

  I will give ECS ************************* until Wednesday April 19th to schedule our meeting at our home or I will be filling a complaint with the Attorney General's office.  The time for games has long passed, I have submitted this information to ECS via email and via phone conversations numerous times.  This is ludicrous!

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

  

  Business response

  04/21/2023

  **************** called the office one time for *****. He left a message stating he wasnt thrilled by our ****** response. He did not ask for a call back. ECS wants to install all product and have the Millers happy with the outcome. ******* reached out to **************** on 4/19/23 and set up a date for May 8th to install the patio door and the additional items that came in damaged. We hope to have the screens by then but if not they can be switched out later. **************** is ok with us completing the job but wishes to hold back payment until ***** and **** take a look at everything. ***** is happy to meet with them once he returns.

  Customer response

  04/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.  ******* and I spoke Wednesday morning and set forward a plan of action as well as expectations for each party of the contract.

  The statement was that the job will not be considered completed until it actually is, not when the patio door is installed.  ************************* and **** from ******* Windows will meet at our home to talk through the other outstanding issues that have not been listed.  We will plan a path of action as necessary at that point towards completion.  It was agreed upon that this will not be considered a warranty situation but rather a continuing install.

  It is our concern that our project will be forgotten about again if we allow it to be warranty work.  

  I called the office and left a voicemail asking for ***** to return my call.  I emailed at least three times asking for a call before it switched to an inperson meeting demand.  Regardless, we are satisfied with the proposed path as outlined and documented following the call with an email.

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

  
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 22,2022 did ordered windows and have them installed with Exterior Custom Solutions. The down payment was $5569.00. The approximate start date was 10/22/2022 and the approximated completion date was 12/15/2022. The work was never done. The company has not contacted me about why they have not done the work. I have called them and left messages, but no one returns my calls. Have also try calling the salesman and he has not returned my phone calls .

  

  Business response

  02/13/2023

  On 1/17/2023, the customer left a message for the salesman. The salesman contacted the office
  asking to reach out to the customer. The office attempted to reach the customer twice on
  1/17/2023 but the line rang and rang. On 1/23/2023 at 311pm the customer left a message at the
  office saying their name and "call me".

  A return message was left for the customer on 1/24/2023
  at 918am. On 1/26/2023 at 136pm the customer left a message saying only their name. A return
  message was left for the customer on 1/26/2023 at 206pm. On 2/1/2023 the customer left a
  message for the salesman. The salesman returned the call, told the customer he would contact the
  office and have them get in touch.

  The office spoke with the customer on 2/1/2023 at 1210pm
  and set up an install date for mid-February. During this call, a discussion took place regarding
  the phone-tag. The customer was also informed that the dates on the contract are approximate
  and due to manufacturer delays, which are out of our control, we have only recently received the
  product. We look forward to getting the product installed for the customer.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shortly after purchasing the windows they started to break upon cleaning them. The company came twice a year to fix the broken windows. Some are still broken and will not open. The repair guy noted the faulty parts of the window and needed to use a heat gun on the windows tracks in order to get the window out. Now some of the windows tracks are warped because of the heat applied. Also the safety locks fall right out of the window. I feel like I have a faulty product that I payed $6,668 for 7 windows that I cannot even open or they break or are broken constantly. I called multiple times and I do not get any response after I was promised they'd bring a tech guy to look at them. I am hoping to get some money back for such a faulty product. The picture uploaded is a picture from inside the house in winter. This should not happen in a brand new window.

  

  Business response

  12/28/2021

  On 4/1/2016, Exterior Custom Solutions completed the install of seven double-hung windows for ***************************** and ***********************. We here at Exterior Custom Solutions have obliged to our two year service warranty on these windows as well as going above and beyond by not charging the customer for the numerous times we have been out there in 2019 and 2020. On 8/26/2016, the homeowner reported that two upper sashes do not stay up - issue was fixed. On 8/24/2017, the homeowner reported having issues with some of the locks (that they admitted breaking) and trouble sliding the windows up and down after cleaning - we went out there a week later to replace the balance systems on the windows. Since the initial installation, we have replaced the counterbalances and set screws on all of the windows. On each visit, the customer was informed how to clean the windows without removing the sashes; however, the customer constantly forces the sashes downwards which ends up breaking the balancing system.  She was also informed each time that in order for the window to operate with ease, it must be square in the opening when pushing back up after cleaning; nevertheless, the customer continues to push it back with uneven sashes causing more damage to the balancing system.  This is a fantastic product but if it is repeatedly mishandled, problems will arise. On or about 9/20/2021, we spoke to the manufacturer, ******* ******** to inform them that she wanted a representative from there to come out. As of 12/22/2021, we have had no further contact with ***************************** and/or *********************** but have contacted ******* ******* again.  ******* ******* informed us that they spoke with **** on 12/23/2021 and both parties agreed that ******* would send a service rep out in March or April.

  Customer response

  01/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The letter that the company wrote to you is incorrect. If the product is so great why do they keep breaking. And I do know how to clean the windows. Thanks. Hopefully you can help us out here. Surprised they attacked us like that. 

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

  

  Business response

  01/04/2022

  We provided veracious details on 12/28/21.  The customer received a lifetime manufacturer warranty on this fantastic product and ECS provided a 2-year warranty on installation/service; however, ECS has provided free service calls well beyond that date to fix parts they continually break.  Due to the exorbitant and inessential actions of this customer, it has become necessary that they direct all future communication to the manufacturer. 

*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. ↩