ComplaintsforPohanka Lexus

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am in Delaware and negotiated a deal on a new Lexus at Pohanka Lexus in Chantilly, Virginia for delivery to Lewes, Delaware. At no time prior to Delivery did this dealership let me know that there would be only one key. They kept it secret to the point when they had me to sign a “WE OWE” paperwork that indicated that they owe nothing. It wasn’t until the Delivery person was ready to leave that I was told there was only one key and when it comes in I must drive 125 miles to have it programmed. There was no mechanical key provided as a back up that that will start the vehicle, it only works on the glove box. I would not have bought this car had I known. I would not have taken delivery. I would not have handed them my trade with two keys. Very underhanded on an SUV that cost $62,000. There were a lot of other issues with this sale that could have been avoided had they been honest

  Business response

  08/01/2023

  We will gladly provide a key under the following conditions as **************** has not cooperated in providing ***** Military verification for the $1000.00 military rebate.   

  (1) We will require the vehicle to be driven to Pohanka Lexus for Key programming.    

  (2)  **************** stop his abusive language and bullying tactics as this inappropriate behavior will not be tolerated. 

  Kind regards,

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

  GSM

  Customer response

  08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: First of all all the paperwork for the Military discount was completed with their financial manager and without a copy of the contract I can not verify if credit was granted but I suspect that it was another indication of how these folks do not coordinate with each other and their clients. The key issue was that they did not brief me of the non availability of a second key before I signed for the vehicle and had me to sign a blank We Owe form. When calling the sales person he said that I would know before they and that they would deliver it . The nearest Lexus Dealership is 125 miles away and if they needed the vehicle back I was not informed and would have affected my purchase and or delivery. What this manager refers to as “Bullying” has been my efforts to garner information and complain on what I believe is deception and failure to provide needed information partly indicated by this manager not knowing the paperwork for the Military discount was indeed completed with the financial manager prior to executing the contract. They never addressed my issues and this manager never called never wrote to address my concerns and now I’m accused of bullying and I won’t tolerate it!. Never a we are sorry, Never talking it through as I would have suspected causing me to generate a BBB complaint who in response assumed an arrogant unprofessional attitude in an effort to avoid responsibility . I believe this dealership is better than what it displayed with me
  
  Regards,
  
  *********************
  

  Business response

  08/03/2023

  **************** has reached an agreement with the salesperson regarding the key programming and delivery of the key.     My email is ****************@pohankalexus.net. if he has any questions and concerns.  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  recently purchased Lexus OEM brake pads and had them installed on my 2019 ****** at a certified mechanic shop a couple of months ago. However, yesterday the brake malfunction light came on, so I decided to take my vehicle to Pohanka Lexus of Chantilly. The dealer informed me that the malfunction was caused by the third-party brake pad installation. They mentioned that during the installation, the mechanic had pushed back the piston, resulting in the need to reinitialize the auto parking brake to resolve the issue. Unfortunately, this reinitialization was not covered under the extended warranty I had purchased. Consequently, I had to pay a diagnostic fee of $189. Afterwards, I contacted the customer service for Lexus extended warranty and they suggested that the reinitialization to fix the auto parking brake issue may have been covered, but the dealership should have reached out to them for confirmation. I suspect that the service manager at the dealership intentionally avoided contacting the extended warranty service to ensure they wouldn't have to cover the cost. If the third-party installation was indeed incorrect, then why did the brake malfunction light come on after the installation was completed? This situation reminds me of a previous experience with the dealership, where they charged me for a diagnostic fee due to an error code related to "infected oil." I find it hard to believe that the dealership charged me for these diagnostics. It makes me question the validity of this extended warranty altogether. Therefore, I believe the dealership should refund my $189 diagnostic fee, unless this extended warranty is simply a scam.

  Business response

  07/18/2023

  This request has no merit.   He should seek reimbursement from the Mechanic that installed pads incorrectly.  

  Business response

  07/26/2023

  Customer purchased OEM parts and had them installed at a Non Lexus dealership.   Warranty does not cover faulty repairs.   Customer should go to the repair shop that botched the repair for resolution.   We properly diagnosed the problem for the customer.   Therefore, we are entitled to our fee.    

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Dec 28, 2022 I took my 2007 Lexus ** *** to Pohanka Lexus in Chantilly, VA, for a transmission repair/replacement. I agreed for Pohanka Lexus to replace my car transmission with a brand-new transmission at the estimated price of $7,800.00. Prior to the transmission replacement, Pohanka Lexus repeatedly confirmed that my car will have a brand-new transmission after I refused to have a used or remanufactured transmission. Pohanka Lexus stated that they only use new car parts when repairing cars for customers. On Jan 7, 2023 the transmission replacement work was done and the payment was completed (the repair cost went down to $7,530.41). One day later, after reviewing the invoice I found out that the transmission that Pohanka Lexus installed in my car is a remanufactured (REMAN) transmission. I paid for a brand-new transmission; however, Pohanka Lexus installed a used/refurbished transmission without my authorization, and gave me a hard time when the fraud was found. I called and wrote several letters to the Pohanka Lexus' management team; however, my concern has been ignored. Fairfax County Consumer Affairs tried to help but had difficulties getting Pohanka Lexus to respond to my car repair issue; I was advised to seek help from other sources to resolve this matter.

  Business response

  06/09/2023

  We addressed ************ complaint in January.     **. ** complained to the factory and requested assistance from Lexus HQ.   Assistance was denied.   **. ** escalated to HQ upper management and was denied assistance a second time.   We offered **. ** a 10 percent discount to curb the cost of repair.     My parts department also discounted the transmission to assist with the cost.  **. ** was informed the transmission is a reman.  My parts department manager ******************* explained what a reman transmission was (new parts inside; outer shell isn't new.    Fyi, the outer shell's are no longer manufactured.     **. ** approved the work.   Work was completed on January 7th.  ********** paid the bill on January 7th with two different credit cards.     **. ** resurfaced a few weeks later with claims he didn't know about the reman transmission which we refuted.    He continued with a request of 50 percent off which was denied.  As good will gesture we offered a complimentary oil change which he refused.    Our offer of complimentary oil change still stands.    

   

  Kind regards,

   

  *************************, GM

  Customer response

  06/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because the information provided in Pohanka Lexus' response is inaccurate/wrong. 
  
  1.   Pohanka Lexus stated, I "complained to the factory and requested assistance from Lexus HQ. Assistance was denied.". I contacted Lexus HQ to ask if there was anything they can help with and they suggested that I would need to bring my car to a Lexus Dealership for transmission repair and send them an invoice for their reconsideration. After Pohanka Lexus replaced the car transmission and I sent the invoice to Lexus HQ, I was surprised that Lexus HQ denied the help because my car's warranty had expired. Lexus HQ should have let me know ahead of time before I took it to a Lexus dealership that my warranty had expired so they would not be able to help me. I could then have taken my car to another shop for a lower repair cost.

  2. Pohanka Lexus stated, it "offered **. ** a 10 percent discount to curb the cost of repair."  This information is new to me.Lexus did not make this offer to me. 

  3. Pohanka Lexus stated, I "was informed the transmission is a reman." This information is new to me. Lexus did not let me know the transmission is a reman before the transmission replacement was made. Pohanka Lexus repeatedly confirmed that my car will have a brand-new transmission.

  4. Pohanka Lexus stated, it "explained what a reman transmission was (new parts inside; outer shell isn't new)". Pohanka Lexus made this statement AFTER I found out that they put a REMAN transmission in my car instead of a brand-new transmission system. Before the car transmission was repair, the advisor invited the Pohanka Lexus service manager to join our phone conversation to let him confirm that my car transmission system needs to be replaced.  Pohanka Lexus repeatedly confirmed that my car will have a brand-new transmission.

  5. Pohanka Lexus stated, I "approved the work". I approved the work for a brand-new transmission replacement.

  6. Pohanka Lexus stated, I "resurfaced a few weeks later with claims he didn't know about the reman transmission which we refuted". I found out about the car repair fraud on Sunday night, Jan 8,2023 (1 day after I took my car home from Pohanka Lexus). My Pohanka car 's advisor was not in her office on Monday, Jan 9, 2023, so I let her know this transmission replacement issue on Tuesday, Jan 10, 2023.

  7. Pohanka Lexus stated, I "continued with a request of 50 percent off which was denied". I did not request of 50% off. I shared a quote from a different car transmission shop to let Pohanka Lexus know their labor and cost for a REMAN transmission replacement (please see the attached).

  8. Also, it seems that Pohanka Lexus provided conflicting allegations against me when responding to my complaint. Please see the attached for another response.

  Regards,
  
  **** ** 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  12/30/2022 -I drove my car to this dealership as i have on many occasions for a 60k service. oil change and a door actuator repair, i request a loaner again as i have on several occasions without issue only to be told that there are not any available to which i stated ok then bring my car back around. So a few things to note are that 1) the gentleman outside said that there are plenty of loaners in which i was able to see as well. 2) i was not even given a timeframe on the estimated amount of time it would take to perform service or if they in fact had the part in stock to fix my door (this is the 3rd door) so i am pretty familiar with the process. This is totally unacceptable as clearly there was some type of pre-determined behavior by this rep to blatantly lie. I want to be contacted by the ** of this establishment and an explanation or assurance that additional training has been administered etc,

  Business response

  01/18/2023

  We appreciate *************************************** feedback, the reason behind **************** not receiving a loaner car was that he has a non-Lexus warranty aka 3rd part warranty, and we need to submit the information to the warranty company them approve a loaner while his vehicle was being worked on. There was a delay in getting information back from the warranty company, if it was an actual Lexus warranty the loaner would be approved right away, **************** felt that we were not offering him a loaner for other reasons! 

  Unfortunately, when it comes to warranty work, we have to abide by the rules and regulations of the warranty company.

  Since then *************** has spoken with ************************* our service director who explained this to him as well and our GM ************************* will also be reaching out to him.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing this email on behalf of my 90-year-old father, *********************************. On 11/5/22, he brought his 2019 Lexus ES 350 for normal required service and after waiting 3 hours at the dealership, he was informed that his car was damaged by an apprentice, and he would need to come back the next day to pick up his car. He was never informed as to what the damage was or how it happened and was just told to come back the next day. He were given a loaner car and when he came back the next day, the dealer was unable to locate our car. After 1 hour, he was told his car was now in the body shop and was not ready, but still never told what the damage was and could not see the vehicle. Several weeks passed and after numerous calls to the dealer, he was told pick up his vehicle on 11/21/22. This time he called before showing up and was now told the car was still not fixed. Nobody ever reached out to him, and it was only because he called that he knew this. This had significant impact on our Thanksgiving travel plans as we did not want to travel with a loaner car and at this point, we are not convinced that we want this car back as I'm sure the damages are extensive, and the cars value has decreased significantly. The customer service we have received has been downright poor and unprofessional and we are currently in the process of filing a complaint with the BBB and are consulting a lawyer. Pohanka has yet to reach out to us and update us and has never offered us anything for the inconvenience this has caused us. After being a Lexus customer for more than 30 years and a Pohanka customer for most of that, we have never been so disappointed and upset.

  Business response

  12/12/2022

  We sincerely apologize for anything that has transpired. But everything has been resolved prior to ******************************* writing this letter and the vehicle has been returned to the owner.   

  Customer response

  12/14/2022

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

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. I purchased a 2018 Lexus ***** on 5/30/22 and I noticed a cigarette smell immediately. I notified the dealer that evening and returned the car on 6/1/22. After having the car for "two weeks" attempting to remove the smell, they told me the car was ready to be picked up on 6/13/22. Upon arrival, I could still smell smoke and requested a refund. The dealer refunded me the cost of the car and processing fee only and informed me they had paid DMV the sales tax and I would have to get the taxes from them. I submitted the paper work (sales docs and SUT-2 form to DMV. DMV wrote a letter back saying Pohanka has to complete the SUT-2A form. I provided them with the letter and SUT-2A form and they will not complete the form for me to get a refund. $1,547.91 RESOLUTION: I need the form completed and returned to me or refund me the sales tax. 2. I purchased a Vehicle Service Agreement and was refunded from the company except the sales tax. I've requested the dealer provide me with the sales tax and I keep getting ignored. RESOLUTION: Refund me the sales tax for the VSA. $75.90 

  Business response

  11/11/2022

  A refund has been sent to **************** for the total amount of taxes we did purchase her vehicle back from her as she complained about an odor of tobacco to help her. 

  Customer response

  11/17/2022

  [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 of the vehicle sales tax is satisfactory to me. I am still awaiting the sales tax for the vehicle service agreement refund which is in process.
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Lexus *** 2023 premium, the sales documentation stated that it came with memory seating. The sales document said it came with the car, the representative claimed it came with the car, the technical expert that showed us through the car claimed we cannot show it to you until you get navigation setup, another sales representative claimed it came with the car. After all of that we were told to come back the next day so they could show us how to use it, so we did however when we returned they scrambled had 5 people look through the car included sales manager. They reached out to Lexus corporate and claim its not their problem but the car doesnt have memory seating installed. The dealership refuses to compensate, fails to provide us with the memory module, and even mislead my pregnant wife by telling her they will refund the car but they cannot provide us a New car until Feb, but hid the fact that they refund the car will be depreciated by then.Have spoken to the company for 1 whole week, have been there in person 3 times each time my wife and I were informed by the same person to talk to X person X being 5 different people. The 5th team member was the sales manager and even he claimed that the car has the feature and you just need to set it up he attempted to then tried to sell us a new car.

  Business response

  11/05/2022

  The ** for 2023 is packaged differently to previous years, and yes there was an error on one of the vehicle specification sheets. We reached out to Lexus as well and they also researched and found out that there was an error on their end. The salesperson and other individuals were unaware of this at the time of delivery as we all were, until Lexus confirmed it was an error on their part. Unfortunately, this part cannot be added to the car unless it comes from the factory. What we have done is sourced another vehicle that is supposed to have the memory seat option as well the heads-up option once the car arrives, we plan on confirming the memory seat option is on the car before offering it to the Bergers. We will try and work with the client to reach a reasonable solution for all parties concerned. 

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Pohanka Lexus of Chantilly two weeks ago. The manager, ****, agreed to do free inspection on the water leak in the car; however, not to correct the issue if not under warranty. I escalated the issue to Lexus corporate office and they talked to this branch and they agreed to do the service. When I took the car to be inspected, they claimed that they can not inspect the car since they will not pay for correction of the issue. I called the corporate office they indicated that the branch does not want to inspect my car because they are claiming that when I took the car to the shop my boyfriend was taking a video of the issue with the car. My car is under warranty and lexus is obligated to provide service to my car and the car is under my name. I am requesting lexus to provide me legal proof of their claim and my rights.

  Business response

  09/09/2022

  It seems that ****************** had visited 2 other Lexus service centers to have her vehicle looked at where she did not want to pay for the inspection to find the cause of the water leak in her vehicle. Once she reached out to Lexus corporate, they (Lexus corporate) reached out to our service department and asked us to assist ******************, which we agreed to do. Lexus customer service even offered to cover the cost of the inspection to appease the client and accommodate us for trying to assist ******************. When she and her boyfriend came in the dealt with **** who is one of service managers who explained the usual process of the inspection as well as the causes of water leaks and how they are not covered under warranty as most water leaks are caused by external forces of nature  and are not covered under any vehicle manufacturer warranty, the clients got belligerent and the gentleman that was with ****************** pulled out his phone and started recording the conversation and not being very pleasant to **** who was trying to help! Even after all this we have an appointment for them to bring in their vehicle on 09/10/2022 so that we can assess where and how the water leak happened and to see what was affected, while their vehicle is here, we are providing ****************** with a loaner car that Lexus corporate has agreed to cover for 1 week.

  In instances like this the client usually goes through their insurance to get them to cover the cost of repairs and reconditioning of water leaks. We are committed to assisting all of our clients, but we cannot cover concerns that are not covered by the manufacturer's warranty without re-imbursement for parts and labor that repairs cost.

  We will diagnose and assess the situation with ********************** vehicle and communicate what we find with her and provide her with best avenues of how to get the situation remedied.         

  Business response

  09/27/2022

  We apologize to *********************************** for feeling the way she does, unfortunately she seems to feel that we are at fault for something that occurred prior to her bringing her vehicle to us, we were asked by Lexus Corporate to assist her as a Lexus client to diagnose the problem, it seems that ****************** had been to other dealers prior, and they had been unwilling to assist, in fact she did not even purchase her Lexus from us and has had it serviced elsewhere for the last 2 services. It seems that ****************** feels hostile to us for something that we were asked to assist her with by the manufacturer.

  We are being treated unfairly and feel as if we are being made the scapegoat for trying to diagnose a pre-existing problem that ****************** has had prior to us being involved. ****************** in the past has bought her car in for other services in the past and we have taken care of her above and beyond, when her CD player was malfunctioning, we went ahead and assisted her with that, we also took car of a fuel pump recall and other services. Believe you me we want help ****************** but she is asking for is something we are unable to do, Lexus the manufacturer is who sets the warranty rules and regulation which we have to abide by, as ****************** has experienced in the past, she has been taken care of by that same warranty under different circumstances. It seems ****************** did not like the outcome of what we found and was hostile from the beginning towards us/the manufacturer for an existing condition. Most times when there is an external leak from rain, storms, natural events etc. on personal property, a home or a vehicle these are usually covered by an insurance company, they are not covered by warranties.    

  We help clients all day every day that have different concerns regarding their vehicles, we are always there to assist them, when the client has a concern that requires a manufacturers input or warranty assistance, we send the required information to the manufacturer who then is the one that will provide the feedback and assistance that will be provided to the clients. Our certified technicians only know how to work on cars and diagnose accordingly, we in no way fabricate information as we have strict guidelines that are overseen by the **** local and national as well as the manufacturer.    

  Again I personally apologize for how ****************** feels but we were only trying to help.

  As ****************** has opened a case with Lexus Corporate prior to her bringing her vehicle to us, she has been advised and requested to contact her case manager at Lexus Corporate.   ******************************* **************.   ******************************************   

  Customer response

  09/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have provided proof of the lies via previous communications to POhanka, corporate office and Attorney General office. Pohanka is refusing to explain or provide proof of their previous accusations and now taking different tone in their response. I take these accusations very seriously and have requested proof, video camera recordings, phone recordings, pictures,...of their claim and this dealership has bluntly refused to provide to corporate office or I.

  I have provided detailed letter with all facts to corporate office and attorney general office to take further action against this dealership. Corporate office has informed me that Pohanka has refused to cooperate with them on any explanation of their inspection or any more details of any of their accusations. Their report is very vague and do not have proper information on it. The report does not contain any information of any criterias that would not be covered under warranty. This dealership has refused to cooperate with me since it was not worthed their time and just had few minute inspection on the car done to be able to write a report in a language that may take the car out of warranty. From the start, they had no good intention toward me and have tried to use several lies and accussations to intimitate me to get rid of me. Corporate office has numerously apologized to me for how this dealership has treated me and wasted my time and thanked me for continuing to be cooperative and be patient.

  This dealership has intentionally made me go back to them 5 times to finally do few min inspection and has thrown me out of their dealership and has been very rude, aggressive and unprofessional throughout past 2 months.

  Dealerships are obligated to addressed recalls and defects on the car so they did not do me a favor. They did their job although it took me a long time even for them to accept that radio defect was not my fault. 

  As a nurse in oncology being called violent in nature is huge accusation that would affect my career and life. Unless they have proof of these accussations I am holding all government and legal agencies accountable to hold this company liable against these accusations.
  

  
  This case has taken a serious course at this point and unless Pohanka is willing to respond to BBB to provide proof of their accusations they are admitting to their illegal act.
  
  Regards,
  
  *******************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am seeking a refund from Lexus Pohaka and reporting them to the BBB so other customers can be aware of their switch and bait tactics, improper diagnostic ability, lack of attention to detail in ordering wrong parts, and causing me to miss work and pay due to numerous visits for the same issue only to go to another dealership to have everything completed properly.

  Business response

  05/05/2022

  We have spoken with ************************* and have come to a resolution we will be issuing a refund for the work that was done here.  

  Customer response

  05/07/2022

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

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As my 2015 Lexus ** *** passenger side mirror was stolen and Police report was filed, I orderered the whole passenger side assembly for $824 from Pohonka Lexus parts dept for my ** *** with 40K miles on it with no other existing issues, everything working perfectly fine including all the door locks, Once parts arrived they called me for installation and once the installation was done , service told me that front passenger side door lock is NOT working and even the lock feedback light is not working, this indicates service team screwed up/ messed up my front passenger door lock when they replaced passenger side mirror, and they refused to fix this, Pohonka only have poorly trained technicians to perform repair on luxury cars, I paid $283 for installation, this is very frustrating, this is unaccepatable .if my door lock is not working when dropping of my car for side mirror installation, I would have told them such a issue that front passenger door is not working since I never had such issues with door locks, infact I purchased this car brand new from them

  Business response

  04/17/2022

  Our service department was absolutely willing to work with the client. We were actually looking at getting the repair done as a goodwill gesture, until the client became verbally abusive towards the gentleman that he was working with, who is one of senior service advisors who was trying to show the client what was actually causing the delay process in the door locks and how that part was an actuator that was slow to respond as the part was suffering from wear & tear from the age of the part itself. This actuator part was never in contact with the mirror components that were replaced. We stand by doing the repairs correctly the first time and we guarantee the work that we have completed. One thing we do not abide by is when clients that we are actually trying to help become verbally abusive to our employees.      

  Customer response

  04/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  the advisor I worked with actually told me that he would ask the service team to remove the door panel to see if mirror assembly replacement caused the door lock to malfunction, and after 15 minutes, he took me to a technician and he explained the same thing to me that door actuator failing and they have refused to remove/open the door panel which the advisor promised earlier, they can't even stand by their own promise

  They can't even diagnose anything without  opening/ removing the door panel which they promised they will but they never did.

  if any lock issues existed before dropping off vehicle, I would have told them to diagnose/fix the door lock issue when I was there to spend more than $1000 to replace the mirror assembly 

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

*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. ↩