ComplaintsforCapital Automotive Equipment Ltd

• Initial Complaint

  21/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchase a stand on skid steer for this company and asked why the control patterns were not placed in ISO formation instead of H pattern as I common North American control on these types of machine granted I did this sight unseen but had requested this of them before purchasing. as is the machine cannot be operated as it is a huge safety concern and the controls will cause an accident I had asked for them to reach out to the manufacture on how to resolve this as it is a ***** made product backed by them. To which I did not get any assistance on. On the website is does not state the pattern control of the machine and if this was made aware I would have bought more locally.

  Business response

  22/12/2023

  You bought the machine over a year ago and have just complained. All our mini skid steers come with H pattern control, which is mentioned in the manual, and we also sent you a video of the machine functioning before you bought it. We did talk to our engineer overseas, and he mentioned that they never made it with the Iso control only in the bigger skid steer; we are still in communication with them to get more information on how you can modify we will get back to you as soon as we got an answer from them. 
  We appreciate your patience and hope you have a wonderful day. 
  

  Customer response

  06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I reject your responses as I havent recieved any communications from the company since my complaint but from the website I have found a general response to hear type of complaints against them  and can speculate that its going to go on that its been a year and that they assume that the control pattern is standard but that is moronic in its stance and not very convincing as they can state that in there website very easily which they dont as I would not have purchased the machine as its not safe in my business so more on the end of falsely identifying a product to make a sale. Also in my original complaint for a machine that has only had 9 hours of operation and to be rusting out faster the a car on an ******* salted highway. Seems like they are aware of the product they are willingly selling and just dont care to rip people off as long as one of 100 get through with them.
  
  Sincerely,
  
  *********************

  Business response

  07/02/2024

  Hello, 
  We followed up with the factory again, and they confirmed that the control pattern can not be modified; otherwise, it will damage the machine's proper functioning. and again, if you leave your machine outside with no cover, it will  get *****, and there is nothing to do with product quality, 
  we have the same machine inside our warehouse in ******* and ** branches, and they still look brand new with no rust on them.
  

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  In the life of the unit ****************************** climate controlled garage so I prove that the equipment you are selling is below grade and as such I rusting already , and why dont you publicly list that it is an H pattern design none of your website guide states this matter again if this was the case then I wouldnt have even bothered with this overseas piece of you know what  

  
  Sincerely,
  
  *********************

• Initial Complaint

  30/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a scissor lift 03/02/2023 Arrived with no instructions, no solution by them, it don't work correctly, finaly with some adjustment on hydraulic sometimes it lift car sometime no, but **** has never respond to my demand of complete instructions for this material.It clearly not lift the capacity indicated and a professionnal told me that lift is dangerous to use and very very cheap, not in north america safety norms, it's probably chinese material i'm affraid of use it.After only 6 month of not regulary use, it **** oil from hydraulic cylinder and the motor won't work correctly. I have had my car block in the air 2 days for an electrical problem in the lift unit, many many problems.......I'have lost much than 6500$... 5,391.18$ in this dangerous lift and ****+ $ in repairs for nothing because all is garbage and there nothing to do with that.This thing is just inusable for lift cars, that's not correct to sell material like this, it can injurie or kill someone.

  Business response

  31/10/2023

  Hello, 

  We carry all our install manuals on our website, as well if you can provide your phone number we can send you the full install video 

  For the leak you can forward us over some photos and we can provide you the parts to correct this, 

   

  Customer response

  31/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hello, there was nothing on your site when i have buy this lift, and you haven't help me by mail or phone when i contacted you in february.
  Now there is a notice as i can see on your site, okay that's good but for my problem when i have received your material, it's totally useless there was a problem with the unit, and i think it's not normal for a brand new product.
  
  Yes give me an email and i can send you pictures of the leaks but for what exactly? For send me a packet of seals or you pay for the work for replace the seals too? 
  No i'm sure, and i don't want to spend much money and time for that piece of scrap, i will be happy to send you a video of the lift when it can't lift a poor golf mk5. ****kg capacity, a golf is ****kg and it can't lift, if i remove the wheels of a car, i have to maintain the lift at a minimum of 3ft of height, if i down the car, the lift can't re up and i have to stabilise the car with jacks and lift again with less charge on it, that's really really good for work on a car without transmission or engine so what can we do for this BIG problem?
  
  And for the safety, no coment...
  
  You have sell me 5k+$ a non fonctionnal chinese lift who really cost 1.5k + shipping on alibaba, that's the real story and i'm not the only one in this case so now i tell you what a good company do.
  
  Solution 1: Refund me a partial amount for the money i've spent in it 
  
  Solution 2: Take the lift back and refund me
  

  
  
  Sincerely,
  
  ***********************

  Business response

  31/10/2023

  You can provide us your number so that we can send you over the full install video to ensure you had installed the lift correctly. As well to send us a video of the leak for that we can provide you the part as there is a 1 year warranty on parts 
  

  Customer response

  02/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Okay send me your video at ******************

  Pure waste of time the lift is instaled correctly, that's not the first and a tech has diagnose the trouble he repairs lifts all days, and the big trouble is that lift is pure garbage, 0 fiablility that things needs repairs all time and nothing is good so stop kidding me. 
  At my old shop we have 2 used rotary, they work's perfectly and they have so many years, they're just good quality and safety, that's the difference...
  
  Answer my question, you say you send me the seals, but what you do for the work, you will pay for the replacement or sent me a technician? And If your new parts leaks again after 2 weeks, we do the work again? Do you think i enjoy repair this 6k$ garbage all time?
  I'm tired to deal with you, you don't want to do the good things, next step will be evaluation of the lift and complaint in court with others, that's all. 

  Not normal to sell dangerous material like this, i'm sure you don't use your own products, this material can kill, i'm affraid of use it, if an accident happen you have to pay all your life for your innaction.

  
  Sincerely,
  
  ***********************

  Business response

  02/11/2023

  ********* are tested before they are shipped out. Since you are mentioning you did not receive a manual then we cannot be sure it was installed properly therefore we are still waiting a contact number to send the video 

  our warranty is parts only for 1 year, this is posted on our website very clearly. Therefore we will send out the seals for the warranty (however we will need a video or photo proof of this( since so far we have not received any video or photo of this. 
  

  when you provide your contact number we can send the install video to check your install, when you send us photo and video of this leak, we can then send these out to you. Lastly if you send a video of this lift in operation to show us what is happening with it, as once again all we have is your text saying it doesnt work however no photo or video on this 

  
  

  Customer response

  06/11/2023

  Hello
  
  You say ********* are tested before shipping.
  -Tested where and by who? Before leave *****? Tell me if your lifts respects ******* ******************************** mine was tested here in ****** it doesn't work so stop ***** or sent me a proof.
  You want proof from me for leaks and trooble, no problem.
  Youtube links:
  
  ******************************************
  
  ******************************************
  
  What's next?
  I don't want just 2 seals, that's just one problem, but the entire lift is a big problem. 
  ** ** ***** * **** * ************ *** *** ******** *** * *** *********** *** ********* **** ** *** *******
  
  Or if you want you can take this lift and refund me, i will be very happy to remove this from my garage.

  Business response

  08/11/2023

  We have reviewed both videos, it is showing that the lift goes up when there is no car on the lift, however when the car is on the lift then it does go up. There is a few reasons for this, 

  Firstly please provide your electric voltage, amp and whether scissor lift is on a dedicated line as this can be a reason the lift is not working when a car is on it,

  Secondly we can send over a video of a pressure valve to adjust that can solve this problem, please provide your phone number and we will be able to send over the video by this 

   

  Thank you 

  Customer response

  09/11/2023

  Send me your video by mail at *********************

  And for the leak, you want proof, you have, and now what we do for that???????

  Business response

  10/11/2023

  Thank you for providing the email, we have forwarded over both videos for you to review, we also recommend checking your electrical to ensure it is 110V, 30 amp and this unit needs a dedicated line (if you do not have this electrical the lift will not go up) 

  If your electric is correct per above, follow both videos for the install and air adjustment 

  For the seals we will be shipping those out to your address and will be sending you the tracking number to your email as well 

• Initial Complaint

  16/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a car lift from **** on Sept 25 2023, after delivery and inspection find out that it was missing many items and broken one, I contacted **** many time like over 15 email and did refuse to send me the missing part and broken parts for the purchased I pay in full with all items included in the purchase, also, after advising them that I am loosing money from my business day to day due to the missing part, they advised not their problem and they will send the parts when they have time, been over 2 month and they refuse to answer my call or reply to my email request about the missing part, i need help from BBS to have the company refund me or send me the missing and broken parts, we are loosing about **** a day to not able to use the lift. thank you

  Business response

  18/10/2023

  Hello, 

  Our team has been in contact by email and on phone about your parts, as already mentioned on the phone we have already ordered the parts for you. They will be arriving to our warehouse end of this week and will be airmailed to your location for next week. The tracking number will be provided to your email as well. 

   

  For the damaged parts we have already refunded you $100 for this. 

  Customer response

  18/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was provided with the same answer 1 month ago, and they mentioned that they do have all the parts in the warehouse when spoked to them in the beginning of September, so this is not true they will never send me the parts I am requesting to have the parts send no later then October 20 2023 with tracking number and will not close this dispute until I get the missing parts on hand, since the just copy and paste what was given has an answer over a month ago, ** **** *** ***** ** **** .
  
  Sincerely,
  
  ********************

  Business response

  19/10/2023

  Hello, 

   

  The parts were at the manufacture and they have already shipped them to us, you will be receiving your tracking number in the next coming days 

   

  Thank you

  Customer response

  27/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  **** never send me a tracking number or the parts, I say before they are lying and this need to stop.

  
  

  Please reopen the case since it was never delivered or anything done on that matter

  
  Sincerely,
  
  ********************

  Business response

  27/10/2023

  Hello

  
  We have sent over 3 emails now asking you to confirm the parts for we can send them out directly to you 

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get my excavator fixed under their warranty theyre not getting back to me and not answering for the repair service but they told me to call

  Business response

  06/06/2023

  Hello **********;

   

  Please send over the issue you are having with your excavator to the email: *****************************************************************

   

  Along with your invoice number for the warranty 

   

  Thank you 

• Initial Complaint

  25/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** *** ***** *** ***** * **** ** ******* ********** ********* ******** ** ******** *** ******* **** * ****. I have lots of communication with them before the purchase and after. They will not take responsibility and do not want to fix the problem. The unit I received is not the unit I was promised. ***** *********** ** **** **** ******* ** ******  *start of email* I have a pile of correspondence with you guys. I've asked numerous questions that you guys answered and I didn't receive what you guys promised. Your website shows the red model, ****** shows the red model and the blue model but you guys confirmed I would get the red one. You confirmed this over email and text and on the phone. Now you're telling me you guys only sell the black one? **** ***** ***** **** * ***** ** ***** it's got corrosion issues, and doesn't have your name on it. The unit i received is much smaller in overall width and length than whats in the manual you sent me. The pump unit is completely different. I have a shipping weight of only 750 lbs on the unit I received but the unit I was promised and that your advertising should be 1322 lbs, says it right in the manual you guys sent me. I was also told it does come with the necessary plugs and cables in which it didnt. Again, very unhappy with what you guys are doing, ***** ***********. I expect a replacement or a refund. *** **** ********** *end of email* I purchased this lift on Thursday September 22/2022 Subtotal $3,156.79 GST @ 5% $157.84 Total $3,314.63 Deposit $500.00 (**********) Balance due $2,814.63 (e-transfer) * ******** ******* ** ******

  Business response

  03/11/2022

  
  Hello,
  

   

  We told you over the phone that we can not guarantee the unit will be red, We mentioned to you it comes in mostly black and a few are red. The freight company accidentally put the wrong weight when booking the equipment over the phone, the correct weight is in the manual as you have seen. It was just for shipping where the weight was incorrect. We also sent you videos and the manual before you purchased as well for you to review.

   

  Regards,

  CAEL

   

   

  
  

  Customer response

  03/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  *** **** *** ********** ****** You have not once ever told me over email, text, phone call that there are black units. Like iv already stated before and asked you guys numerous times that your website shows the red unit, and your ****** ads advertise blue units and red units. That is why I had confirmed many times with you guys which one will I receive. You guys confirmed it'll be a red one. Also the manual you sent me shows the dimensions and weights that the unit should be and I am inches short every which way ***** and 600 lbs lighter. I confirmed with Day and ross, the shipping company that they do reweigh the parcel once it arrives at there facility. If there was any discrepancies,  they would have it corrected. 
  
  Sincerely,
  
  *** ****

  Business response

  04/11/2022

  Hello,
  
  We can not compensate you with 50% of the total cost of the item. The amount we can compensate you is $800 (non negotiable) or you can return the item exactly the way it came to you all packaged in the crate and you will receive your full refund.
  

  Regards,
  
  Capital Automotive Equipment Ltd.
  
  
  *** ******* ************ **** ************ ***** ** ***** ***** *** **** ******* *** ******* *** ***
  Web: https://www.capitalautoequipment.com/
  

  
  

  Customer response

  25/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  The crate was extensively damaged and in no means able to repackage and ship back. Are you guys are willing to pay compensation for my time and materials in building a new crate? I already lost all my trust in capital automotive equipment. I do all this work and effort and you guys won't refund me or only partial refund. This is honestly not looking like a really good option. If you guys would have sent me the lift that you are advertising and that you have confirmed that i would be getting, we would not be having this conversation. An $800 refund is not acceptable for your ***** *********** negligence.

  These two options that you gave me are unsatisfactory and I will be filing a claim with the courts. 

  
  Sincerely,
  
  *** ****

  Business response

  28/11/2022

  Hello,

   

  In order to return any equipment the product must be packaged the same way it was delivered to you just like with any other company.

   

  Regards,

  CAEL

  Customer response

  28/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I will be filing through the courts on this matter. 
  
  Sincerely,
  
  *** ****

• Initial Complaint

  22/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a 1.3 mini excavator from Capital Automotive Equipment on May 19,2022. I was told that there was a machine in stock and ready to ship. A $500 deposit was given at this point and the following day the financing was secured through the company's financial partner, **********. The following day another $2435.83 was sent to ********** to complete the transaction. Part of the transaction was $1500 for the machine to be shipped to my address. It is now July 22, a full 2 months later and I have yet to receive my machine. I have reached out no less than 25 times and have been given a multitude of excuses from customs inspection delays to delivery issues. I was assured that I would have it this week, but since I am making the complaint I obviously still do not have my machine. I am making monthly payments on a machine I do not have and frankly do not even know if it exists.

  Business response

  22/07/2022

  Hello,

   

  We just received the payment last week through the financing company and we also have to assemble to excavator as it comes disassembled. We have the excavator booked and ready for delivery we are just awaiting for pickup. We will send out tracking information once it has been sent out.  

   

  Best Regards,

  CAEL

  Customer response

  23/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  These are the same excuses that I have been given for the last 2 months.  My contract and loan were signed back on May 20 with your financial partner.  I have been paying money since then for an excavator I still have not seen.  I have been told for 3 straight weeks now that “** *** ******* *** ******** *** *** **** *** **** ******* **** ****”.  I still have no excavator.  I’m trying so hard to be patient and kind, but I’m at the end of my rope here.

  
  
  Sincerely,
  
  ***** ******

  Business response

  25/07/2022

  Hello,

   

  The excavator machine is booked for pickup today. We will email tracking info once it is sent out. 

   

  Regards,

  CAEL

  Customer response

  28/07/2022

  
  Better Business Bureau:

  I finally received my excavator today, and I am very happy with the machine.  I feel that the communication on the business’s end could be better to avoid situations like this in the future.  

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

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 19, 2022 I put down a $500.00 deposit on a one ton *** ******* mini-excavator, and I was told that in two weeks they would get it and ship it to me. Two weeks later, when they didn't contact me, I called them and they said it would be two more weeks. After those two weeks, I had to call them again and again they said that it would be two more weeks. At that point, they said that the one ton mini ex was not going to be available for some time. Instead, they said they had a 1.3 ton mini Ex that was available at the docks and I could have it for $1000.00 more. Because I needed the machine, I said that I would take it. Then they told me that it had to go through inspections at the docks first and they billed me for the total price of the 1.3 ton mini ex. Two weeks later, I phoned, again, and asked them what the hold up was and they said that it had to be inspected first so I asked the manager to phone me. I waited for almost 4 hours and no one phoned. The next day, someone from the company phoned me. I asked him what the hold up was, and he said that the inspectors need to be paid too and it hadn't been inspected. A week later, I phoned them again, and asked about the hold up. By this time it was June 6, and I made full payment thinking it would speed things up getting the mini ex to me. After 2 more weeks, after paying for it, I phoned them again on June 20 and they said the hold up was because their fork lift blew a hydraulic line. They said that it would take another week. Now, on June 30, I still haven't heard from them. I phoned ******* *** and they said that they had never sold CAEL anything in their whole career. Now I am thinking I got scammed royally because all sales have to go through ******* ***. This company never phones me except for the one time that I asked for the manager to call me. They never apologize and always give excuses. I want immediate delivery of the machine or a complete refund of $14, 558.88.

  Business response

  05/07/2022

  Hello,

   

  We explained there were delays at the port. The excavator has arrived here to our warehouse. The excavators came disassembled without the arms, so our warehouse team is working on assembling your excavator and it should be ready for pickup by end of this week. 

   

  Regards,

  CAEL

  Customer response

  05/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:we live 2,720 km away from the business. We were specifically told that the business would deliver the excavator to our house. It will cost us time (almost 40 hours) and money to make the round trip and we do not have the means to move a piece of equipment so far a distance safely.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 27 2022 we purchased a 1 ton miniexcavator from this company. Along with the excavator we also purchased a few attachments for example we bought an auger attachment and a cement breaker attachment. The attachments never came with fitting to be able to use them. It was never stated that they did not come with attachments when purchasing. We paid 18000 for the machine amd attachments and now I am trying to find the attachments to be able to use the machine that i purchased

  Business response

  16/06/2022

  Hello 

   

  The attachments such as the auger and breaker should be able to attach to the excavator directly, you should not need an attachment. Please take a video of the attachments being put on the excavator and we can see if there is an attachment needed we can send it out to you. Or if they are being put on incorrect we will send you the proper way to put them on to solve your problem 

  Have this sent to our email: ******************************* 

  Please reference your invoice number as well 

  Customer response

  18/06/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  17/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 8,000 LB Auto Lift for 2975.00 from CAEL and picked up the lift on Oct. 1st.2021 at their Surrey location. On Sunday Oct. 3rd I started to unpack the various pieces and it was then that I found that the bottom or left runway was badly bent, almost 2 inches from being crushed or dropped. I immediately took pictures and sent them to Sasha with an explanation. On Monday I decided to go ahead and assemble the hoist. At this point I found a hydraulic leak on the cylinder at the weld and the 2 end plates that allow the ramp to attach to the runway was the wrong ones. I took additional photos and passed them on to Sasha and Al. Al the CAEL Manager on Oct 30th promised in writing to replace the runway. provide a new ram and provide the 2 end plates. He expected they would arrive in 2 months. Feb 11th I contacted Al and on Feb16th he informed me that the boat was about to arrive in port. Apr 2nd and Apr. 12th I sent an Email to Al but did not get a reply. Apr. 26 I phoned Al and again a promise of 3 weeks On May 12th I sent him a Email telling him that I was tired ** ***** ****** ****** and that I was about to file a complaint with BBB. He phoned back right away, but now he wants me to dismantle the lift at my expense and ship it back at my expense. Both suggestions are very costly. I suggested 1,000.00 in compensation and he was to get back to me by Tue May 17th. This has not happened and I am tired of the runaround. I do not believe that he ever ordered the replacement parts or had any intention to honor the warranty. I hope that you can help me with this situation as so far I have gone nowhere.

  Business response

  24/05/2022

  Hello,

   

  As we have discussed the compensation in the past we refuse to do the compensation of $1000, but we said we can replace the parts for you and we can cover shipping cost.

   

  Regards,

  Capital Automotive Equipment LTD.

  Customer response

  24/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: For over 6 months I have been promised by Al that these broken and wrong parts would be replaced and nothing has happened. I will except their offer but only if I receive the new runway, the hydraulic cylinder and the 2 end plates delivered to *** ***** *** ********* within 60 days.
  
  Sincerely,
  
  **** ******

  Business response

  27/05/2022

  Hello,

   

  We have ordered you replacement parts for the runway and plates which are arriving soon. The cylinder is is going to arrive in about 6 weeks due to the manufactures were closed down it has been ordered in though and will be on the next shipment.

   

  Regards,

  CAEL

  Customer response

  30/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: I need to know that the 3 items are being shipped to my home address and that they will arrive prepaid within 60 days.
  
  Sincerely,
  
  **** ******

  Business response

  01/06/2022

  Hello,

   

  The runway and backplate will be shipped out soon and the cylinder we are still waiting for the arrival it will be about 6 weeks to come in. Please wait patiently as we are working on resolving this for you.

   

  Regards,

  CAEL

• Initial Complaint

  21/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a **** ******* bucket from Capital Automotive on March 31 2022 for $3287.20 with the understanding that the bucket was in stock and would be shipped that day or first thing the next day. After trying to contact the business multiple times to get a tracking number to verify the shipment and being told it would be shipped on various days I finally was able to get a tracking number from Capital Auto nine days late. The shipping company claims that the shipping number was for a truckload going to Kelowna and after many phone calls I was able to get my supposed shipment delivered on April 19 2022. The shipment that arrived was not what I ordered, it was a bucket of much lesser value. I contacted Capital Automotive and was told they would get back to me immediately about correcting the problem. I have been through this **** *** ***** with them before trying to get a tracking number. What I am asking for is to have the correct bucket shipped to me a soon as possible or a refund of my money. This company acts like ******** with many promises and no actions. They have taken money to provide me with a product that they advertise and have no intentions of producing such product. A small claims action will be started forthwith. I will not accept the word of this company that they plan to correct the problem, they have proven many times not to follow through.

  Business response

  21/04/2022

  Hello,

  We have spoken with the customer and have found a solution to resolve this issue, the customer will be coming tomorrow for exchanging the product and we are covering his gas expense. Sorry for any inconvenience this may have caused there was a mix-up with shipment in the warehouse, but we have found a solution to get this resolved with the customer.

   

  Regards,

  Capital Automotive Equipment LTD.

  Customer response

  23/04/2022

  
  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.
  
  Sincerely,
  
  **** ******

*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. ↩