ComplaintsforRide1UP

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Ride1up last week and received the item damaged and missing parts. I was not at all happy with the way customer service was handling things so I made the choice to return everything which did not go as smooth as I would have preferred. Support wanted to speak with me over the phone but I explained to them that I was past that and just wanted to return it. In my email to them I included a screen shot of my new order with Lectric which had my name, order number , address, etc, in an effort to get the to just leave me alone and just accept the return. On Thursday, August 29th I received a phone call (voicemail) from Lectric wanting to confirm the cancellation of my order. I did NOT cancel the order and when I called to confirm I was told that they received an email that was from *********************** The email also stated that I would be "okay with any fees associated with the cancellation". This email address is not mine, not a single other person has this order information and it was obviously created by someone at Ride1up that was disgruntled with my cancellation. This is an identity theft crime so I reported it to the ************************************* and the *** and ****** and provided all the necessary information and documentation.

  

  Business response

  09/19/2024

  The customer has returned the bike, and we have refunded them in full.

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I accept the rather weak response from them. Honestly I did expect a bit more from them considering what happened but I guess they don't really care. 
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 Cafe Cruise bikes ordered June 15, 2024. 2 EXACT bikes were shipped June 18, 2 accessories were also shipped and 2 are still on back order. ***** arrived June 28 while my husband was fishing in ******. Bike were put in ******* till he got home. July 4 we started at assemble first bike. The handlebars did not want to go in place because the cables were wrapped through the front fork wrong, not enough slack. We stopped working on that one because it looked wrong. Opened the second box, same exact bike, took us like 15 mins to totally put together. First bike had brake cable wrapped backwards through the fork. Then we noticed the middle cable on the left handlebar was not in its socket?. And cable wire and socket were both broken. Ride1up was contacted July 5th. They replied to us that it was USER ERROR, it was not fork was not accessible to us due to a plastic stand being bolted on it. Also said it would be 6 months to get a new cable from them, but I could buy one on Amazon. I did. Now I get no help from customer service and these bikes are just sitting in our sunroom with ZERO time on them. Got our money and now they dont care. Im 61 and husband 63, these were for 40th Wedding Anniversary. They broken bike needs to be fixed, send a new replacement, we will return current one, just want bikes to enjoy in our retirement. Tried to attach company already has but they are to big.

  

  Business response

  08/01/2024

  Customer reached out to us on Friday 7/5 indicating damage to their eBike on delivery. At the same time the customer documented the damage to their bike online. We determined that the brake cutoff sensor was damaged.The damage indicated in the photographs is generally indicative of an error in the assembly (fork being turned in the wrong direction while unpacking the bike pulling on the brake sensor). On Monday 7/8 we replied to the customer and sent the customer a new sensor, at no cost as a curtesy. There was some confusion in the communication and the customer also ordered a brake sensor. On July 23rd,the customer reported back that the brake sensor had not arrived. The customer provided addition photographs and it was determined that the brake lever itself was broken and placed an order for the full brake system.

  Customer response

  08/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a cafe cruiser bike from ride1up. Was told prior to purchase by rep on the phone I could exchange without fee if I needed to exchange. Received bike. Bike had bent frame. Company offered credit which I accepted for bent frame. But was not told this would void any 30 day return policy until later request to exchange. Exchange request was denied unless I pay massive fees. Decided to keep bike to avoid massive unfair fees. Then bike failed on ride same day leaving me stranded with my daughter 2 miles from home. Company is responsive to emails but doesn't seem to consider customer perspective. Seems to only think about their interests rather than what it is like for the customer, to first receive bike with bent frame, then later have issues with bike, ultimately leading to being stranded. Request full refund. Do not want to keep defective bike. Company should take customer perspective into account and do a better job understanding and listening to customers. It is not acceptable for so many issues to occur and for a brand new e bike to leave me with my young daughter stranded is unacceptable.

  

  Business response

  05/01/2024

  We have returned the bike and refunded the customer in full. Please let us know if there is any additional information you need.

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an electric bike (Turris) from Ride1Up in June of 2023. It arrived with faulty rear brakes that needed to be replaced. After that repair was made the motor started cutting off at random. I was told that I needed a new controller. The part was sent to me and I replaced it. The problem persisted. I contacted them again and told them I thought the issue was with the motor itself. They responded that they had recreated my issue and they were certain it was the controller and that the controller that was shipped with my bike and the replacement they had just sent me were faulty. I was forced to wait for them to receive new controllers from their overseas supplier. When the new controller arrived I installed it and it did nothing to fix the problem. I contacted Ride1Up yet again and was finally sent a new rear wheel and motor. This finally fixed the issue and the bike functioned more or less as expected for a few months. However, the display panel that houses the power button and controls for the bike stopped working three days ago leaving the bike completely unusable. This bike has spent as much time being repaired or waiting for parts as it has on the road. The lack of quality control on the part of Ride1Up is dangerous and mind boggling. They need to address this serious issue immediately.

  

  Business response

  02/22/2024

  e are sorry to read about Mr. ***** complaints regarding his electric bicycle. We take all warranty claims seriously and we work with all of our customers to get issues like this resolved as quickly as possible.
  As ************ has stated he did reach out to us with concerns about his brakes. While the issue could have been resolved by replacing the hoses and fittings, we fully replaced both brakes to resolve this issue for him. We wanted to ensure he was confident in the resolution and the product so we went the extra mile to replace the entire system. Regarding the motor issues, as ************ also stated, we did fully resolve this issue. Much like how we resolved the brake issue, we wanted to provide ************ with the longest-lasting and most complete resolution possible. So at great expense, we ordered a new batch of controllers from overseas along with replacing the motor. We felt replacing both parts was the most comprehensive solution. ************ does mention that this resolved the issue with his bicycle. Finally, ************ has recently reached out to us stating that his display is not working. Based on our knowledge of our product we do not feel that this issue is related to his previous issues however, he did not provide much detail when reaching out. We did replace the display within one business day of him reaching out and tracking info shows the display was delivered to his residence 2/16/24. We reached out to ************ asking him if he had received and installed the display however, he has yet to reply to us. We look forward to working with ************ in the same manner we resolved his previous two issues.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 18, 2023 I purchased two bikes from Ride1Up with the understanding that they were returnable within 30 days a policy listed prominently on both the website and the receipt itself. On December 16, 2023 I tried to initiate the return process for one of the bikes, the Caf Cruiser with a which had a price of $1,295 before tax. I was told by email that the 30-day Return Policy did not apply to my purchase because all sales were final during the Black Friday and Cyber Monday sale. I disputed that assertion and shared the evidence of my receipt which listed the 30 day return policy and and their support page describing the return policy and process which did not suggest any reason the policy should not apply to my purchase. They refused to acknowledge this evidence and replied by quoting policy excerpts without context of where this would have been found in the course of my purchase. I feel that the return policy listings on the website were deceptive given their response to my return request. Notably, the bike is something they still sell and return shipping is taken out of the refund so I do not understand Ride1Up's rationale for refusing to honor their stated policy.I am only asking that my return be accepted and refund granted as the policy states on my receipt and on their webpage.

  

  Business response

  02/22/2024

  We would like to address the concerns raised concerning our 30-Day Return Policy as it relates to our Black Friday/Cyber Monday Sale (**** Sale). We are sorry that ****************** did not see the banners we displayed on all our model product pages during the **** Sale.
  In addition, it appears that ****************** did not read the Terms & Conditions of his purchase, as we clearly state (and this is in our Terms & Conditions year-round) that:
  BLACK FRIDAY AND CYBER MONDAY SPECIALS: All sales are final on Black Friday and Cyber Monday Specials, including Early Access, and we are not accepting returns on any Black Friday or Cyber Monday Orders between October 14 through November 29, 2023. 30 Day Return Policy is not applicable on Black Friday or Cyber Monday Specials.
  NOTE: We update the Sale window dates before the BF/CM Sale begins each year.
  This is stated in the Terms & Conditions section that addresses all exceptions to the standard 30-Day Return Policy.
  We also have it clearly stated in our Returns & Pre-Order Policy that:
  All sales are final on Black Friday and Cyber Monday Specials, including Early Access, and we are not accepting returns on any Black Friday or Cyber Monday Orders between October 14 through November 29, 2023. 30 Day Return Policy is not applicable on Black Friday or Cyber Monday Specials.
  Finally, we have links on every product page (year-round) that ****************** could have used to read the details of our 30-Day Return Policy, and both 30-Day Returns links have an asterisk to indicate that Terms and Model Exceptions Apply.
  Ride1Up does everything possible to make it clear that all BF/CM Sales are final, and for the thousands of units sold during this sale, ****************** is one of the very few who did not understand about this exception to our 30-Day Returns Policy.
  We are very sorry that ****************** did not see any of the ample references to the BF/CM Sale exceptions to our return policy.

  Customer response

  02/22/2024

  As the documents I provided show, the business touts its 30-day return policy prominently but failed to make clear either in the purchase process or on their own support pages that the policy wouldn't apply. Instead of recognizing this and taking minimal steps to rectify the situation or improve the communication on their website, they dismiss my documents and the frustrating experience I've explained. This is not a response consistent with quality customer service. I do not accept the response.

  

  Business response

  03/13/2024

  We are sorry that ****************** did not see the banners we displayed on all our model product pages during the **** Sale.

  In addition, it appears that ***************** did not read the Terms & Conditions of his purchase, as we clearly state (and this is in our Terms & Conditions year-round) that:

  BLACK FRIDAY AND CYBER MONDAY SPECIALS: All sales are final on Black Friday and Cyber Monday Specials, including Early Access, and we are not accepting returns on any Black Friday or Cyber Monday Orders between October 14 through November 29, 2023. 30 Day Return Policy is not applicable on Black Friday or Cyber Monday Specials.
  NOTE: We update the Sale window dates before the BF/CM Sale begins each year.

  This is stated in the Terms & Conditions section that addresses all exceptions to the standard 30-Day Return Policy.
  

  We also have it clearly stated in our Returns & Pre-Order Policy that:
  

  All sales are final on Black Friday and Cyber Monday Specials, including Early Access, and we are not accepting returns on any Black Friday or Cyber Monday Orders.
  

  Finally, we have links on every product page (year-round) that ***************** could have used to read the details of our 30-Day Return Policy, and both 30-Day Returns links have an asterisk to indicate that Terms and Model Exceptions Apply.

  Ride1Up does everything possible to make it clear that all BF/CM Sales are final, and for the thousands of units sold during this sale.

  We are very sorry that ***************** did not see any of the ample references to the BF/CM Sale exceptions to our return policy. We try to make this information abundantly clear to all of our customers who purchase Ride1Up products, but unfortunately, a very small few, sometimes do not see all of the information we provide; in order to provide these BF/CM discounts to all of our customers we cannot make exceptions to the return policy for this very small group.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 Turris e-bikes and one was damaged. The frame has deep gauges and could cut my skin when riding the bike. Asked company to replace the bike and they will only offer $50.00 to repair bike or I can return for a $300 restocking fee according to their policy. Asked them to file a claim against ******* since the box had a hole in the side when delivered, they refused. Took bike to 3 bike repair places and they will not touch it. Company offered $80 credit. We now have a bike that is damaged to the point no one will fix it and company will charge us $300 to return. We are seniors and on a fixed income and this was an investment for our retirement.

  

  Business response

  11/15/2023

  We would like to address the concerns raised regarding the purchase of two Turris e-bikes and the subsequent damage to one of the bikes during transit.
  Upon delivery, it was noted that the bike's frame had sustained gauges, presenting a potential safety hazard. We want to clarify that such occurrences are indeed uncommon but can happen during transit despite our best efforts to ensure the safe delivery of our products.
  
  Upon receiving the customer's complaint, we took immediate action to resolve the issue:
  
  Partial Refund: The customer agreed to a partial refund to cover the damage sustained during transit. This step was taken to address the inconvenience caused and to acknowledge our commitment to customer satisfaction.
  
  Repair Options: Offered compensation to have the damaged repaired locally
  
  Return Policy: In response to the customer's concerns about the $300 restocking fee for returning the damaged bike, we have provided alternatives that would avoid having to send the product back as listed in our terms and conditions. 

  Claim Against Shipper: The customer suggested filing a claim against the shipper due to a visible hole in the box upon delivery. We are revisiting this issue to explore the possibility of pursuing a claim on their behalf.

  
  Additional Credit: In additional credit was issued, in agreeance with the customer, to  to rectify the situation.

  
  We understand the unique circumstances of the customer, who are seniors on a fixed income and viewed this purchase as an investment for their retirement. Our commitment is to ensure their complete satisfaction and resolve this matter in a manner that reflects our dedication to customer care. Our aim is to uphold the high standards we set for our products and services.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order never received to put shortly . This business has made several attempts for me to take responsibility for a No delivery from fed ex to the correct delivery address. The package shows delivered to our receiving clerk who is ******************* he never saw this package nor did he sign for it . Our video surveillance of our entire property shows a ***** truck on this day but only shows delivery of two small handheld packages . This is a large heavy box . Our **************************** will not make a report with out proof that the package was delivered with a proof of signature or photo or video . I am not taking responsibility for a package that never arrived and will deny payment until this is corrected . I have offered the video footage multiple times now with NO response. There response leaves me no response. They took responsibility for shipping there product and are responsible for the $2395.00 that includes shipping . They should have there own insurance for this claim . Unfortunately I made this SECOND purchase because I liked the first one so well and now this . I have know desire to keep doing business with a company that does not take responsibility for there own issues.

  

  Business response

  08/15/2023

  Thank you for working with us to resolve this. We appreciate you bringing this to our attention and glad the management team could review your request and get a replacement sent out. We are sincerely sorry for the inconvenience and appreciate your patience throughout.

   

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a set of fenders from Ride 1 Up for one of their e-bikes. They sell a number of different bikes so I had to be careful to be sure that I ordered the correct parts. They were back ordered so the order didn't come right away but that was fine. It did come before biking season in ******* where I live so I didn't open the package until a couple of months when it was nice enough to ride and my leg had healed from tendon repair surgery. When I opened the package I found they had sent fenders for one of their other bikes and it would not fit my bike at all. They acknowledged that I ordered the correct fenders and that if I didn't receive the correct ones they must have sent the wrong ones. I offered to send pictures showing that it was not the correct parts. They just said that their policy requires that the customer complains within 30 days of receiving the package so even though it was their mistake they will not send a refund nor replace the parts and they don't take back parts they have shipped. I believe this is not a fair treatment of a customer since they were the ones that made the mistake. I didn't ask them to take back parts that fit my bike all I asked was for replacement of the parts that were needed to fit the fenders to my bike, replacement parts or a refund. After several e-mails they remain unmoved stating over and over that I didn't bring this to their attention within their 30 policy. I could not reach anyone higher than the person who answers the e-mails which didn't appear to have the authority to provide resolution to this problem. We exchanged several (5 or 6 or more) emails with them but no change in their approach. Earlier I had ordered another part for the bike and made a mistake and got the wrong part. They would not let me return it even though it was in the 30 days, and since it was my mistake I ate the cost for the part I couldn't use.

  

  Business response

  07/10/2023

  Hello ****,

  We are very sorry for the confusion. Thank you for sharing pictures so we could verify the fenders are indeed for your bike. The current primary information for assembling fenders on our website did not match because we made an update to our fenders since you have ordered. However, the documentation to install your fenders is available on our support page: *********************************************************************************************************

  If there are any issue during installation, please reach out. Thank you for following up with us to make sure this is resolved.
  

  Customer response

  07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 2 of their 700 series electric bicycles (open box discount of $100 each). Both bikes came with several issues. Front fenders are bent /warped, cannot seem to get brakes right - watched and read all support videos and manuals to adjust...no luck. probably bent rotors, bent derailer and severe gouges and paint damage beyond described minor cosmetic damage for open box. Have sent multiple correspondence over last 2 weeks with no response. Repair shops will not touch bikes for fear of being blamed for damage from manufacturer. Just desire to have bikes repaired/tuned accordingly and broken /damaged parts replaced or seller accepts return without their severe removing fees and pays shipping.

  

  Business response

  05/22/2023

  We are very sorry the bikes arrived with any issue and the delayed response. We received multiple separate support requests from you and they were not properly merged. This is part of the reason we provided you a larger partial refund for each bike and we appreciate you working with ** to address each issue. You purchased open box bikes, as noted on our website, there may be additional cosmetic blemishes for this reason, but the paint can be touched up to protect the aluminum frame. In regards to brake rotors, if they are bent, they can likely be trued. If a local shop cannot true them, replacement rotors can be sent, we simply need proper documentation/communication from the shop. While some shops will not work on bikes they do not sell, the best shops will work on any bike to support their local riders. With routine work on mechanical components, such as truing wheels or brake rotors there should be no concern of being blamed for damage. For any work completed, if they were concerned, they could simply document the condition before and after. Once the discussed items from your support request emails are complete, please submit an itemized receipt so we can reimburse you per the warranty.

  Customer response

  05/22/2023

  My only issue remaining is the business' insistence on a written estimate from a repair shop when I have already told them that there is no one in my area  (I searched over 50 miles) that would service the bike. Therefore I cannot get an estimate. They will not take my word that new brakes are needed. Also, I am fine with getting touchup paint but the response to the proper colors was just go to the paint store and have them match it. Delayed responses combined with the several issues with BOTH bikes have made this experience a negative one. Thank you. 

  

  Business response

  05/31/2023

  If brake rotors or another component is needed, this can be illustrated with video and pictures. We would be happy to review those so we can determine the issue.

  In regards to bike shops, I see there is only ************* in your area.  This is an important consideration to make when owning a bicycle. We will give them a call to see if we can reassure them no electrical work is needed. We also suggested finding a mobile mechanic that could come to you, did you check those sites? You may find a mechanic at the local shop would be happy to come out to you and provide the service directly.
  

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 ebikes (Cafe Cruiser) from Ride1Up Order ****** Bike 1 purchased 08/24/2022 total price $1.667.74. Order 92602- Bike 2 purchased 08/23/2022 total price $1,667.74 Total price: $3,335.48 We ordered these bikes because we test drove 500W ebikes from another company and found they did not have enough power to climb the hill to our house. We searched for a cruiser style bike with a 750W motor which we felt should have the power to climb our hill. Ride1Up had and has the Cafe Cruiser bike listed on their website as a 750 Watt rear hub ebike, so we purchased two bikes from them. After our first test ride, we found them to not climb the hill to our house, in fact they were slower or weaker than the 500W bikes we had tried before. We contacted customer service and they said they would not let us return the bikes because we had put more than 20 miles on them on our initial test ride. We feel like they are falsely advertising their product, as it is listed as a 750W motor on their website, and the motor clearly is stamped 500W. They also said even if we returned it it would cost $150.00 to $200.00 per bike to send it back and recommended we sell it on Craigslist. We need help resolving this as they are not budging.

  

  Business response

  09/15/2022

  Hello Mr *********
  
  We are so sorry to hear the bikes did not work for your needs. We want to work with you towards a fair resolution and have provided a partial refund. With that you can keep the bikes if the added value makes a difference. Or you can use it to expedite the sale locally, likely making all of your money back while the new owner gets the benefit of test riding a bike and not having to assemble it. If you do decide to sell it, we will work with the new owner(s) to transfer the warranty. The mileage of about 44 miles is too much for us to accept as a return unfortunately, but we hope this solution works for you.
  I am very sorry for the confusion in regards to the motor ratings and hill climbing. The Cruiser is a heavier bike with wider tires. While it can climb hills, some of our other models would be better suited to that end on very steep or long hills. Being in the right gear and having the bike tuned up (air pressure, brakes) can also have a big impact on hill climbing. 
  
  
  The website is accurate as it states the bike has a "Powerful 750W sustained geared hub motor". This motor is designed to sustain 750W of power going to the motor and will actually peak over 840W and can conquer many hills if the rider is in the best gear and pedaling.  To verify this, you can adjust the display settings and test it as the Watts can be displayed in real time. 
  
  We try to be transparent about this and have an article on our website as well as a linked 3rd party article explaining in detail: ************************************************************** . There is a learning curve to understanding and compare ebike motors. Typically it is best to know the Nominal, Sustained, and Peak Wattage to see if it will meet your needs and know if comparing bike A to bike B is "apples to apples".
  
  Please let us know if you have additional question and if this solution works for you.
  
  

  Customer response

  09/18/2022

  Although you have a good back peddle response for disatisfied customers, I have read other reviews from other people who are also feeling lied to by your advertising 750W motors on your bikes, and getting a bike that says 500W DC stamped right on it.  We feel you should tell people up front that it is a 500W motor, and peaks at 750W like most manufacturers and resellers do.  Selling it as a 750W and later finding out it wasn't a 750W motor stamped on it makes you upset.  And upset customers are going to spread the word.  I suggest you be more up front with your advertised price.  You stated it helps you stay competitive to list it this way, but in truth, it is deceptive, and lies to give you a leg up on your competition based on that lie.  

  

  Business response

  10/05/2022

  We reached out to the customer via the active support request and offered a resolution which was accepted as seen in the attached document on page 4. Given that the motor peaks over 840W and can sustain 750W, it is a 750W motor and the listing on our website is accurate. While it can climb many hills, hill climbing ability does depend on the combination of an individual rider's ability and the bike specs with proper tuning as noted on our site: ************************************************************.

  Customer response

  10/08/2022

  DEAR BBB, 

  OUR COMPLAINT WAS NEVER ABOUT THE BIKE'S ABILITIES PER SAY.  IT WAS ABOUT THE DECEPTION AND FALSE ADVERTISING IN THE DESCRIPTION OF THE BIKE.  IT SAYS ON THE MOTOR 500WATTS.  IN THE ADVERTISEMENT IT SAYS 750WATTS.  WE ALREADY HAD TRIED OUT A 500WATT MOTOR BIKE AND WERE LOOKING TO PURCHASE MORE POWER AND THOUGHT WE WERE GOING TO GET A 750WATT MOTOR, BUT THE BIKE HAD THE SAME EXACT MOTOR STAMPED 500WATTS.  THEN THEY SEEM TO HAVE A PROTOCOL OF HOW TO HANDLE CUSTOMER COMPLAINTS LIKE REFUSING TO ACCEPT A RETURN, AND SELL IT YOURSELF ON CRAIGSLIST.  I THINK THE HONEST THING TO DO WOULD BE TO STATE ON ALL THEIR ADVERTISING AND WEBSITE THAT THE MOTOR IS A 500WATT MOTOR THAT PEAKS AT 750WATT OR WHATEVER THE SPECS ARE BECAUSE THEN AT LEAST THE CONSUMER COULD MAKE AN INFORMED CHOICE.

*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. ↩