ComplaintsforSafelite Auto Glass, Inc.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have booked several times with them. I was emailed 4 Hours before service was supposed to be done and was told that the technician wasn't coming in.This could have been told to me several days before or rescheduled. I booked my appointment on a Friday they waited until the day of to tell me. So I rebooked and now they keep cancelling my appointments and when I or the company called they don't not answer. I'm booking online with several emails and text messages letting me know my appointment is for the following day and a no show and they don't call me all.This is the 3-4 time now if they choose to not show up today.

  

  Business response

  10/15/2024

  Hello and Good afternoon,

   

  We greatly apologize about this and how the situation has gone regarding trying to get your glass replacement done. It is has been brought to the attention of us and I did call you as well today to advise this, that the safelite shops have agreed to not move forward with assisting you regarding the replacement of your glass on your 2002 ***** CIVIC 2 DOOR COUPE. As a company they are allowed to not provide services and they have decided not to, as they feel it isn't best they do your replacement due to the previous interaction and safety of the technicians. We again do apologize and would suggest you reach out to your local dealership or glass shop to move forward to help with the replacement needed.

   

  Thanks,

  Devonta
  
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had my windshield replaced by Safelite on November 28, 2023.I had the front windshield of my 2021 Ram 2500 replaced. Immediately following the replacement, the lane assist feature would not work. Despite two attempts to recalibrate the camera by Safelite technicians, the system failed to detect lane lines and remained inoperable. I was told to take the truck to the dealership for further diagnostics.I took my truck to the dealership. After extensive diagnostics, including consultation with ******** engineers, it was determined that the forward-facing camera required replacement. The camera was replaced ant my expense and the lane assist feature now works.While there was no visible damage to the camera itself, the service advisor at the dealership informed me that these cameras are extremely fragile and sensitive. I believe that the damage likely occurred during the installation process.This incident is further compounded by two other issues that arose from the initial windshield replacement:Damaged Camera Housing: The technician broke part of the plastic housing covering the camera during the windshield installation. This damage was not disclosed to me, and I had to contact Safelite to report it and have the part replaced.Improper Rain Sensor Installation: The rain sensor was not correctly installed, with noticeable bubbles between the sensor and the glass. This was rectified by a Safelite technician upon my return to the shop.These issues, taken together, suggest a lack of due care and attention to detail during the windshield replacement process. The technician's failure to report the damaged camera housing raises concerns about their professional conduct.I am requesting reimbursement for the cost of replacing the camera. I reached out to the store manager and he denied my request. I attempted multiple times to reach out to safelites customer service via phone however their phone system simply says they are unable to take any calls and hangs up.

  Customer response

  10/14/2024

  As of 3 oclock this afternoon, I have received word from Safelite that they will be reimbursing me. Likely because I advised Last week when I spoke with the shop manager that I would be seeking legal action. I am expecting a check to arrive within the next 10 days and hopefully this matter should be resolved. 

  

  Business response

  10/15/2024

  Hello and Good morning,
  
  I am reaching out as I am one of the agents who will be assisting you regarding this camera damage issue and seeking reimbursement. I have read over the case and as well called this morning and left a voicemail which is okay. I just wanted to advise I will be starting the investigation on this matter and speaking with the safelite shop on the status of the matter. If you have any questions or concerns as we work through this we can be reached here or ************. As soon as we have any updates we will reach out as well the safelite management team as they will be partnering with us for resolution.
  
  
  Thanks,
  
  ******* *******
  Customer Care Representative

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appt on 9/24/24 to get my rain sensor on my windshield wipers repaired because of it being non-operational since the last replacement in June 2024. The tech came out and advise me to set up an appointment with the shop in ****** because he was unable to get the rain sensor to work. I set up an appointment for 1PM on 9/30/24. I arrived at the shop in ******, I asked how long the repair would take and was given ***** mins so I waited there. After 1 hr 50 mins, I was advised that that he couldnt get the sensor to work so they would need to order a new rain sensor along with the cover for all the sensors on the windshield behind the rearview mirror. I was also told that the part will take 24 to ******************************************* as soon as the parts arrive so they could schedule an appointment for either them to come out to my home or for me to bring it back into the shop in ******. I have been calling repeatedly to get a status on the parts and finally on Wednesday, October 9. I was advised by a customer service representative that I can set up an appointment and it should initiate the parts to be ordered because she cannot get a hold of the shop in ******, just like the other three representatives I have spoken to prior to speaking to that person on October 9th. My appointment is for October 11 between noon and 5 PM. The technician ******** called me to advise me that he will check with the shop in ****** to see if the parts have arrived and he will contact me back to advise as to whether or not he will be heading to my address. I didnt receive a call back from ********, but I got text messages advising me that my repair has started and another text message advising me that my repair has been completed. I called customer service again and they tried to contact the Frisco location to no avail I was also advised previously that my case will be sent to a district manager for awareness. No one has contacted me at all.

  

  Business response

  10/14/2024

  Hello and good morning,
  
  I greatly apologize about this matter and issues you have been having with the safelite shop and getting the rain sensor issue fixed. I am one of the agents assigned to your case and will be providing assistance in this case/investigation. I did call you today just to provide this information and will update you as soon as I have an update. I am working on finding us resolution and working with the management team to provide any updates as to when this matter will be resolved. If you have any questions or concerns we can be reached here or ************. Again we greatly apologize and appreciate your patience on the matter hope to resolve as soon as possible.
  
  Thanks, 
  
  Devonta

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Safelite conducted a windshield replacement on 8.16.2024 (charged $250)* They emailed a certificate of recalibration for this service * I drove my vehicle on 8.17.2024 and noticed the windshield looked odd * I scheduled a warranty inspection on 8.20.2024 - the technician ******** advised me that the wrong windshield had been placed and he did not have one on his truck/he would have the supervisor (*******) call me *I spoke with *******; another visit was scheduled on 8.27.2024 with ******** (he advised me that he recalibrated everything)*I dropped off my vehicle on 9.12.2024 (left a message for ******* as she was out of town) at the dealership *The dealership charged me $213.35 (they recalibrated the front view camera and adjusted the front crash sensitivity warning to the largest gap; my adviser also advised me that I do not have a factory stock windshield)*I left a message for ******* on 9.17.2024 *I called Safelite again on 9.20.2024 for a manager and ***** gave me the number for ***** *I called ***** and immediately received a text to just respond via text *I texted ***** with all the details on 9.20.2024 -- no response received at all *I called Safelite again on 9.27.2024 and spoke with ******* - I advised her that my display for the crash is not working still and I was charged by Safelite and by my dealership. This is a safety issue and the wrong windshield was placed on my vehicle; ******* disputed and said no, the correct windshield is on the vehicle, that dealerships will state this as they want to charge more and that ***** (my insurance company) will not cover a OEM windshield. *I called on 10.1.24 Geico who transferred me to Safelite (*****); I explained the issue and she took a message (said would email him to call me) for the district manager ****** ****** *As of today, 10.11.24, no call, no text or response from Safelite regarding my issue *I want my windshield replaced (OE windshield) on my vehicle (safety issue) & a refund of the $250

  

  Business response

  10/14/2024

  Hello,

  I greatly apologize about this matter and the issues you have been having with the installation and recalibration issues such as the front forward/collision issue. I am one of the agents who are assigned to your case and will be helping assist and find resolution on the matter. I did as well call you today and left a voicemail just to advise this information if you have any questions or concerns on this matter as we work through this investigation we can be reached here or ************. We appreciate your patience on this matter as well you may here from the management team from the safelite shop/managers as they will as well help us find resolution on this matter.

   

  Thanks so much,

  Devonta

  Customer response

  10/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22411089
  
  I am rejecting this response because: 

  The issue has not been resolved.

  While I appreciate the response from *******, the safety feature on the windshield still does not work along with the issue regarding Safelite's charge of $250 for an incorrect windshield. 

  The non working safety feature is a warning of impending collision, one that my vehicle has (I have the original MSRP sticker and I am the original/only owner). If they had placed the correct windshield as ******* stated numerous times, why is it not working when it worked fine on the old windshield?

  Safelite's representative ***** (my 10.1.2024 call) told me that per the shop notes, ******* (supervisor) had called the dealership after my 9.27.2024 call and ******* had made notes that the dealership advised that my vehicle did not have this feature. I asked ***** who ******* had spoken with at the dealership and she was not able to provide me any further information. 

  Safelite has a duty to ensure the safety of their customers when they install new windshields. They have not met this commitment to me as my safety feature is not working *and* I was advised by their technician ******** *and* my dealership that the wrong windshield (not OE) is on my vehicle.

  In addition, Safelite charged for the windshield replacement which included the recalibration ($250) and I was completely fine with that charge *until* I realized that my windshield was the incorrect one and that the recalibration did not work. I had to take it into the dealership to have it recalibrated along with having it confirmed that the wrong windshield was placed on my vehicle...which meant I had another charge ($213.35) for the same issue. 

  In closing, I just want the proper OE windshield on my vehicle and I want my $250 refunded. I have spent so much time on this issue with Safelite; from the initial visit of 8.16.2024 to my last call with them on 10.1.2024 along with drop off/pickup of my vehicle from the dealership. 

  Regards,
  

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

  

  Business response

  10/18/2024

  Hello,

   

  We are very sorry to hear that the issue has not been resolved. I have as well been working with ******* on this matter to help and make sure we can find the best resolution for us all. She has confirmed she has spoken with you on this matter today. It has been advised as well a store quality manager is coming out today to access what is being advised so they can try and see what steps are needed to to resolve issues. 

   

  Thanks,

  Devonta

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a new windshield for my 2020 ******** Escalade. On August 17, they came out and tried tor replace my windshield with an aftermarket one. The safety features and sensors could not calibrate and they broke my live rear-view camera. I was told they needed to come back to replace the windshield again. They did the same thing 3 times before realizing they needed to replace my windshield with an OEM. I was then told it would be 6 months. In the meantime, I have called everyday asking to speak with the shop manager whose name is ********. All 3 techs tried calling the local shop to speak with her and she told them she didn't have time to deal with my issue. Meanwhile my car is damaged and should said she didn't care and didn't want to deal with it. I located the windshield, and had it delivered to the local shop, told them it was delivered and gave them the invoice and they finally scheduled the install. Today they are there doing the install and the tech says he cannot start until he speaks to ********. He called her and no answer and again received a text stating she did not have time. Unacceptable! He cannot work on my car because he does not want the responsibility for the damage the first tech did. I had to call the warranty line to get a hold of her so that he can work. Again, I am having to do their job. I requested the District Managers name and number and was told I could not have that. I am ready to consult with an attorney because no one is answering or helping get these issues resolved and my car is still damaged. I requested a call back **** and nothing. Bad customer service and even worse upper management. I need my car fixed ASAP.

  

  Business response

  10/11/2024

  Hello,

  Thank you for contacting our office, I am sorry to hear about the inconvenience this has caused. The Safelite shop Store Manager, ********, has advised that the *** glass has been installed. The recalibration task has been voided off the work order as the recalibration was not successful. The vehicle will need to be recalibrated at the dealership, and you can seek reimbursement for the recalibration cost through your insurance. If you have further questions or concerns, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/14/2024

  The issue has not been resolved. My car had not been repaired. They replaced the windshield but did not recalibrate the safety sensors which are required to be done. They also have not repaired the live camera which they broke 8/17/24. ********, the shop manager, refuses to answer and return calls as to how this is going to be repaired. Her response to the Safelite tech 10/11 was to not bother her with this issue. She does not have time to deal with it and will not deal with it. Yet they damaged my car and have yet to repair it for almost 2 months. The cars safety is not working. She does not care. This is not how a company should do business. They are fully liable for all costs. 

  Customer response

  10/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22410452
  
  I am rejecting this response because: 
  The issue has not been resolved. My car had not been repaired. They replaced the windshield but did not recalibrate the safety sensors which are required to be done. They also have not repaired the live camera which they broke 8/17/24. ********, the shop manager, refuses to answer and return calls as to how this is going to be repaired. Her response to the Safelite tech 10/11 was to not bother her with this issue. She does not have time to deal with it and will not deal with it. Yet they damaged my car and have yet to repair it for almost 2 months. The cars safety is not working. She does not care. This is not how a company should do business. They are fully liable for all costs. 
  
  Regards,
  
  ********* ******

  

  Business response

  10/14/2024

  Hello,

  I spoke with the Safelite shop who advised that the camera is not damaged, but we are unable to recalibrate it. The recalibration task has been removed from the work order as it was not successful. The vehicle will need to be recalibrated at the dealership. You can seek reimbursement for the recalibration cost through your insurance. If the dealership has any issues recalibrating the vehicle, please contact us at **************. 

  Thank you,

  ****** ****

  Customer Care Representative 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up and paid for the ***************** on Safelite. When I received my workorder, after paying, Safelite removed the premium services yet I ended up paying for them. I called and spoke with ****** who stated that they did not have the wipers, that I paid for, but that if I wanted them I could ask the tech and pay for them - again. This is a gross and unacceptable bait and switch from what used to be a trustworthy company. They are not at all any more! Nice way to steal $100 or so from a potential customer!

  

  Business response

  10/09/2024

  Hello,

   

  I greatly apologize about this matter and that this happened when trying to get service done with the safelite shop and them not being able to offer the premium services. I have reached out to you as well on this matter to talk about this issue and apologize for this as the order is already cancelled and being refunded to your pay pal for the amount $381.20. The website does offer the premium service as that is a service that the safelite shops use. That does included those packages which can be offered. I have looked into this more and it has been advised that the order was setup it for the windshield replacement along with taxes and fees. The wipers and rain defense may have been out of stock and that's why they didn't add on to the order. We again do apologize as it shows you weren't priced for the items and that is why they advised it can be added when they would offer service. Again we greatly apologize and would advise that you allow 3-5 business days for the refund to be returned to you. If you have anymore questions we can be reached here or 800-638-8958.

  Thanks,

  Devonta

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/12/2024, we had filed a claim to have our windshield replaced, safelight in ****** Washington is the place we were scheduled to take it. Our car is a 2019 ***** cx-9, upon arriving and getting everything verified, the paper work showed a cx-3 but the vin# matched which retains the information regarding what part goes to what vehicle directly. Verification was a success they had the part, the techs began removing the old, and installing the new, about ***** min goes by and the service guy comes to tell us that my insurance company messed up providing them with the wrong information, but these guys are trained employees and they were aware of the improper information but still verified correct part was in store,They reinstalled a completely shattered windshield that provides zero safety, potential for water damage, potential tickets, and my child was with us and it was brushed off like no big deal, after we had to wait a week for them to come to us this time because thats what i said has to happen, finally after very poor communication beween safelight and progressive multiple rescheduled appts it was replaced. To follow 2 days later this new windshield had already chipped, without any recognition of what had done the damage. My thoughts are its a defect and looked like one too. After more communication and getting tossed around, I was assured to not worry they will warranty it So the 8th of October the tech comes out and tells us its a new damage rock chip we have to pay out of pocket after paying $880 for the first one that was a disaster or file a new claim. Im beyond blown away. Then the care team also shuts me down saying their highly trained tech says its a rock chip not defects taking zero accountability for any of their products or service given. Ive asked them many times to do us right and fix the problem and we would go on the way. Still they wont

  

  Business response

  10/09/2024

  Hello,

  Thank you for contacting our office. Im sorry to hear about your glass damage. I attempted to reach you on the phone and left a voicemail message. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield. The Safelite shop has advised that a new impact point was found at the warranty inspection. If you would like to file a new claim, please contact Progressive directly at **************. If you would like pricing for a windshield repair or replacement, please contact us at ************.

  Thank you,

  ****** ****

  Customer Care Representative 

  Customer response

  10/22/2024

  I never received any kind of response from safelight after the complaint was submitted. I had went back and forth with this people for a month to get to where we are. 
  what I dont understand is how does a company like such not care enough about the safety of others especially children. The moment they put the shattered windshield back in the car should have been the moment they were fired. I mean come on there was not one other thing they could think of to better the situation, they only made it worse. Waisted a day that we arranged to drive to there location to only have to get worse results and return for another try later. This said rock chip magically happened without anyone driving the car. Within 2 days of there replacement being installed, the oem one was beaten by rocks through 6 years 3 kids a 75pound dog, snow/ice. And never got a chip or crack. Untill a branch of a stick came off a truck that almost went through the entire windshield causing it to be replaced. We did  our part filed the claim paid out of pocket $500, the day they put the broken windshield back in as well. Its something so simple, its the upstanding company and persons responsibility to give the customers a positive experience and satisfactory leaving the place thinking wow. Those people were great. I would refer many people. But now I cant find anything good to say. And I know Im not the first. They have my contact information as we spoke many times. And my email which  I did not receive one from them. Its literally not costing the company more then maybe $100max to uphold their integrity, but it costs us $1600 with a 500 deductible. So a grand for 2 windshield when it should have been right the first time. 

  

  Business response

  10/23/2024

  Hello,

  The Original Equipment Manufacturer (OEM) auto glass is made by the same manufacturer as your original glass. Original Equipment Equivalent (OEE) auto glass is made to the same standards, but by a different manufacturer. We have further discussed these concerns with the field management team, and they have determined that due to there being a new impact point found this is not something we would cover the cost of. Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. It does not cover new damage caused by objects hitting the windshield. Please reach out to us at ************** if you have further questions.

  Thank you,

  ***** ****

  Customer Care Representative 

  Customer response

  10/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22397089
  
  I am rejecting this response because: 
  They did not fill my request, nor did i get given any resolutions other then the one they would ofcourse offer to anyone. A new claim. I was not given any kind of compensation or a refund of any kind. Or an offer to even fix the Chip that costs probably nothing. Pretty simple. 
  still have ignored the facts that we were forced to drive a car for a week after the company damaged and made our windshield completely useless and dangerous to all. Not taking any sort of accountability for it. Or to have any courtesy or decency in regards of the actual issues  Im done asking and giving chances    

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

  

  Business response

  10/28/2024

  Hello,

  Our national lifetime warranty does not cover accidental windshield damage. For instance, if your windshield is damaged by a rock or a tree, the Safelite limited warranty will not cover the repairs. As a new impact point was found, we will not be covering the cost of the replacement. Please reach out to us at ************** if you have further questions or concerns, please contact us at **************.

  Thank you,

  ****** ****

  Customer Care Representative 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called safelite to see if the repaired windows. They said they did abd looked at my drivers side window. It needed a replacement regulator. I was told they dont carry this part but that I could buy it at autozone and they would install it and warranty their work. The passenger window regulator went out. I called and was told the same procedure. I went to 4 stores to find the regulator, it was installed and the window rolled down on the way home. I had to waste 6 hours of my time getting to the appointment and driving around to find the part. The second time it was repaired (I was charged $8.00ksh for seals or minor parts) but the window seemed to struggle after the second repair. Due to hot weather i didnt want to drive with a broken window so I only rolled it down when necessary. (A total of 4 times) and it broke again. I called the warranty department and explained the situation and and they set an appointment for me. When **** the tech arrived (I had the replacement part in hand) he said I would have to pay an additional $240 for the install. That was not the previous experience or what I had been told initially. I was told I provide the part and they warranty the install. In this case they did not. ******* the manager told me that since it was not their part they would not warranty their install, I needed to have them install THEIR part (they dont have an option for that) This was the first time this had been communicated and was the opposite of my 3 prior interactions. I asked him to find the recordings whoever I was told by employees to buy my own part and they would warranty the work. He couldnt produce it. I waited on hold on the following Monday with Al ***** in the warranty department who also was told that they do not provide or carry the part. I paid $280 for a window install, $80 for a window regulator and now ******* is insisting I pay an additional $240 for them to install it again which again, they will not warranty; unethical business.

  

  Business response

  10/08/2024

  Hello,

  Our National Lifetime Warranty covers manufacturing defects and workmanship for as long as you own or lease the vehicle. Since we did not provide the regulator part, it is not covered under our warranty. We recommend contacting the place where you purchased the regulator for further assistance. If you have any additional questions, please call us at 1-800-638-8958.

  Thank you,

  Sophie Swan

  Customer Care Representative 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a chip on my windshield. I paid for someone to come out and fix it. The machine they used to fix it cracked my windshield and they don't wanna fix their mistake. They want me to pay $1000 for something their machine did.

  

  Business response

  10/08/2024

  Hello,

  Thank you for contacting our office. I’m so sorry that the repair on your vehicle has failed. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. The outcome of a repair is affected by many factors, including but not limited to:

  - The age of the damage
  - The size and location of the damage on the windshield
  - Glass is a sensitive and unpredictable material
  
  Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; however, your deductible or out of pocket cost would apply.

  Sincerely,
  Kaila Perrier
  Customer Care Representative
  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 3rd I took my vehicle in to safelite to have my windshield replaced after the crack repair they did failed. Before I had the work done I confirmed on a recorded phone call multiple times that it would cost $0, I confirmed with the representative at the store that it would be $0. I also received an invoice for $0 after the work was done on August 3. One month later I received a bill for $850 from safelite telling me I will get sent to collections if this isnt paid. Safelite did not do their due diligence and confirm with my warranty provider if they covered a windshield replacement even though it states on safelite website that they are experts at verifying coverage and that they handle all of that. I also contacted my warranty provider and learned that there was no contact made by safelite prior to the work being done, all they received was a bill the next day. My warranty did not cover the replacement so now safelite believes Im responsible for this bill despite all the negligence on their part. This is an extremely shady business practice in my eyes and I will never be going back! I also do not believe I am responsible for this $850 bill due to multiple mistakes and negligence on safelites part.

  

  Business response

  10/08/2024

  Hello,

  Thank you for contacting our office. Per our conversation, we are going to further review the calls and will follow up as soon as we have an update. If you have further questions in the meantime, please contact us at 1-800-638-8958. 

  Thank you,

  Sophie Swan

  Customer Care Representative 

  Customer response

  10/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22390956
  
  I am rejecting this response because: they are still looking into the complaint, no resolve has been made yet.
  
  Regards,
  
  Austin Smith

  

  Business response

  10/14/2024

  Hello,

  We are absorbing the replacement cost of $844.61, and this is in the process of being updated in the work order to reflect this.

  Thank you,

  Sophie Swan

  Customer Care Representative

  Customer response

  10/14/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  Austin Smith

*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. ↩