ComplaintsforTwo Men and A Truck

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service requested 11/5/22. Paid $447.75 in total. Requested an hour to move items: couch, loveseat, queen ************ spring with bedframe, twin mates bed (drawers previously removed by me, placed in my vehicle), washer and dryer, basketball hoop (outside), and a grill (outside) from one residency to another. These items were in an empty home with 4 exit points. During that time at my previous residency to remove the items, the two movers were not moving in an adequate time with the open space and exits to their benefit, rather they were speaking among themselves and wrapping my washer and dryer excessively to the point it was just barely fitting through the doorway and the stretch wrap was tearing; I also had to inform them to rotate the washer and dryer to fit through the doorway. The whole time I was present in the home, waiting on the movers to remove the items, with two other items already outside. As they were unhurriedly grabbing my items, I was also bringing down items that they never bothered to grab, such as a grill, two-bed frames, and two-bed wood slabs, in order to preserve my time therefore I brought them down to my garage. Not at any point did the movers take the legs off of my couch and loveseat or stretch wrap anything but my washer and dryer, only putting my queen ******** in a bed bag per my request. My couch and loveseat were shoved through the door. The timeline at the first house took more time than necessary given the open space and exits they had to their advantage. Moving forward to the new home, I followed them in my car to my, somehow along the commute I arrived first and they showed up roughly about five minutes or so later. At this point, I gave them a walk-through of the home and showed them where I wanted my stuff to be placed. They set the basketball hoop outside, which took them a significant amount of time to lie down on the ground, moving forward the couches again still had the legs on them and they were shoving my couches through the doorway never getting them into my house. Next was my washer and dryer, the mover eyed the area and suggested the space would not be wide enough to bring them through and that they would have to remove the railing. The area to carry the items upstairs to the laundry room or my items were never measured, instead, they were left placed along the wall in my kitchen and my daughter's twin bed; my ************ spring was placed in my living room, nothing was broken down or attempted to be taken upstairs, it was very evident that my box spring was indeed too big to fit up the stairway due to the overhead. That all being said, I was doing a majority of micromanaging the movers and much unnecessary time was wasted on their behalf. In the end, I was very frustrated and upset, I felt and know that the movers did not provide good service or even take the time and care to get my belongings where they needed to be. At some point, the paperwork was signed and the movers left, only to discover they were sitting in their truck for 30 minutes outside my home, in the meantime, I was on the phone venting to a friend in regard to the service that I had just received and was asked if the legs on my couch and loveseat were removed, at that point I had gone outside to look and they were still on them, I then attempted to take them off myself with hopes that my two kids and I would be able to get the furniture inside my home at some point. I also measured the stairway and my washer and dryer concluding that I still had at least an extra five inches to spare and carry the items upstairs and placed them in the laundry room, I also took apart the twin mate bed and was able to get that and my ******** upstairs. The Two Men and a Truck movers made absolutely no effort to make sure my personal belongings were able to be placed where requested, instead took two hours to not complete the job with client satisfaction. At which point the following business day I contacted the office regarding my complaint and concerns and spoke to a woman to who I reiterated what took place she then went to the owner of the company only to contact me back with no resolution, communicating to me that the movers were stating that I had told them to leave the items as is. I suggested they send someone out to my house so that they could assess the situation and see for themselves. Eventually scheduling an appointment to ***** the area and items with *************************. We both at that point did a walk-through and measured and took pictures of the area and items seeing that my two children and I were, in fact, able to get these items into my house and also place them where they needed to be. ****** also confirmed that the movers did admit to not putting the items where I needed them. During and after completing the walkthrough ****** 100% agreed with me as to why I would be upset, apologized for the service that I received, and also offered his services if need be in the future to make sure that I received a better job. ****** stated that he would take my concerns to the owner and that the owner would be in contact with me no later than the following Friday. Come that time on Friday I get a call from ****** telling me that the owner is only willing to refund me an amount of the $90.00 range, that I will be responsible for the remaining amount of the first hour at $184.00, the drive to the first residency, the drive to the new residency and the drive back to the office and a valuation charge of $30.00. I told ****** that at no point was I ever told that I would have a valuation charge or a charge for the drive in between moving the items from one house to the other, I suggested that he listen to the phone audio from the original move scheduling and that I would be willing to pay for the one hour $184.00 and the 10 min drive to the first home and the 10 min drive back to the office, and the ******** bag $3.75. I reached out to ****** via text on 11/15/22 in reference to the audio, only to receive no response or refund of any amount as of today date 11/23/2022.

  Business response

  11/29/2022

  This customer is right about one thing she posted.  She did try to micro-manage the move.  I believe this was mostly because she told our movers that she only wanted to pay for one hour, which was sort of difficult and almost impossible since, as we told her, we (like 95% of all moving companies) charge from the time they leave their office until we return.  We listened to here phone call and confirmed that she WAS TOLD THIS.  Drive time alone to and from our office was 45 minutes.  We quoted her 2.5 hours and after she sent them home, the bill came to **** hours.  In order to do a professional job with no damages and get all her items where she wanted them, we would have had to take off the door (of course we would have put the door back) and also take off the railing.  She didn't want us to do that as she believed it would take too much time.  She also didn't want us to pad and stretch wrap items, because again, she thought it would take too much time.  Quite frankly, if she had told us when she called that she only wanted to pay for one hour and didn't want us to pad or stretch wrap items, we would have refused to do the job.  The couches were left outside because the front door needed to be removed even if the legs were take off.  She was the one who told our movers to leave it outside.  She was the one who took the grill down while we were moving other items.  The basketball hoop had some kind of blue gel that leaked all over the back of the truck.  The movers needed to clean that up to avoid falling and to avoid tracking the blue gel into her house.  Unfortunately, the battery of our truck was dead, but she was told that we would not charge her for that time, and we didn't.  As they say, no good deed goes unpunished.  She insisted that we move her Saturday evening after 5 o'clock, which meant that our guys had to wait until that time to begin the job, which they did.  The movers on this job had completed over **** jobs and were trying to do their best with a customer who didn't want them to complete the job as she thought is was too expensive.  However, she signed the contract which estimated the job at 2.5 hours and then sent them home early.  We really don't see what we did wrong when we did exactly what the customer insisted the movers do.  

  Business response

  12/01/2022

  This was given  to the customer on 11/3/2022 regarding the estimate for their move.

  Customer response

  12/12/2022

   
  Complaint: 18456841
  
  I am rejecting this response because: This invoice was sent to me via email prior to my scheduled move just as a visual guide on how they input information based on my specifications and a rough draft of the what it may be, it was not a final total. That invoice is not the final out-the-door specification, there are changes, along with the timeline and what actually took place, as stated in the original complaint about TwoMen&Truck. I have not been compensated for any of the lack thereof on behalf of the movers service. I voiced and showed exactly what took place and the employee by the name of ************************* agreed that their employees did not provide sufficient service to me. 
  
  Sincerely,
  
  ***************************

  Business response

  12/13/2022

  Not sure what the customer is upset about.  She seems all over the place.  We estimated her job at 2.5 hours, we did it in less time.  We listened to the phone calls and we told her that we charge from the time we leave our office until we return.  She was also told about valuation.  Even on the confirmation call which we do before the move, we reiterated what she was moving and what the estimate was.  For some reason she must think that we could have done the job in an hour or so.  There is not much we can do.  Tell us why here...

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two Men and A Truck moved us from ******, Illinois to **********, ********, June 1, 2022. Unpacking noticed a lot of damage, from Native American pottery pieces thousands of years old - ******** Brothers rocking chair - custom framed artwork to our murdered daughter's ash wooden box urn. We paid extra for packing and the presentation featured their "special" packaging of artwork. We fell for it. "Special" artwork packaging consisted of artwork put in a box lined with white paper, face to face, no bubblewrap, nothing was individually wrapped. Most everything is nicked with white marks.....furniture....artwork....tried using beeswax on solid wood furniture, the white marks are permenant. Expensive stained glass lamps were completely taken apart and damaged. All that needed to be done was the shades removed and bubblewrapped. All damage photographed, including artwork inside rubbing against other artwork from Illinois to ******** in a truck. Perhaps the best example of not being professional movers: wire basket containing, priceless, irreplaceable Native American pottery pieces from property we owned in *******. I personally spoke to the person we paid extra for packaging services, explaining what this is and with the promise of careful packaging, wrapped the basket in a moving quilt, then shrink wrapped, leaving a minimum of 5" high and 20" long empty space for everything to be jumbled and bumped together. Upon delivery to ********, the driver/mover unwrapped it by turning it over and over, even further damaging irreplaceable pottery. The wood box urn containing our murdered daughter's ashes was in a plastic basket, with other framed family photographs that we're simply moved as is! Nothing was packaged. No one has contacted me. I've reached our four times. I completed the complaint form for reimbursement.....crickets. They advertise "Now Advertising Junk Removal".....that's exactly how they treated our posessions....like junk. Have more pictures.

  Business response

  08/01/2022

  We did provide moving and packing services for this customer. She was never told that we had specialized packing services for pictures. We packed her pictures like we do on hundreds of other moves in boxes with packing paper. She was told we do not have or use bubble wrap on items. We are working on a good will settlement for her damages and are well within the time frame we have to resolve this issue with her. There are items she is claiming that we damaged that had previous damages that we are not responsible for. 

  Customer response

  08/03/2022

   
  Complaint: 17647859

  
  I am rejecting this response because:   I will need to calm down before I properly respond.  Accusing me of lying about damage is pushing me over the edge.  Have more pictures but initially the BBB site limited me to how many I could send and I didn't understand the size limit.  I have a picture of an opened box with pictures put inside frame/glass to frame/glass with zero paper anything inbetween.  THAT IS HOW THE DAMAGE HAPPENED!  **** sat in our living room in front of my husband and I and assured me they have a special way of packaging artwork.  IF we knew it was frame to frame......and there IS bubblewrap in the pictures I sent with the initial complaint.  Again, I need to respond later when I am not incensed.  Never have they reached out, I did and only now responding after eight weeks because of the wonderful work of the BBB.  100% REJECT.
  
  Sincerely,
  
  *******************************

  Business response

  08/19/2022

  We have turned this over to our insurance company who should be contacting the customer.  A couple of points that are relevant that the insurance company will follow.  All items over $100 per pound must be filed in writing before the move.  There was no items filed).  The ******* Amendment which governs the interstate moving business limits compensation for damaged goods to the replacement cost of the item.  (No sentimental value, nothing for time and stress.  An example is a 200 year old Bible.  A new bible costs around $8.00 which is what would be compensated for if the Bible is lost or damaged.  Also, let me remind again that we were never told that the value of certain items were over $100 per pound and we have never advertised ourselves as "Special Art ************* us why here...

  Customer response

  08/24/2022

   
  Complaint: 17647859
  
  I am rejecting this response because:
  I was wrong about the bubble wrap.  Three Men & A Truck didn't supply it:  I did.
  
  
  **** never discussed "******* Amendment" or "all items over $100 per pound must be filed in writing before the move.  There was (were) no items filed".  I've never heard of either until now.  What does it mean? Why didn't he mention this?  I don't work for your company and would have no way of knowing this.
  
  
  **** sat in our living room and (from my original notes) would use boxes: (his words) S, M, L, wardrobe and Picture.  He also said **** is his best packer, special care with artwork and discussion of rates in having them pack for us.  
  
  
  "We packed her pictures like we do on hundreds of other moves in boxes with packing paper".  I have picture of opened box where picture did have white paper on the bottom of a picture then were stacked, upright, frame to frame, there is damage to the frame & several have broken glass.  Your employee's did not pack the artwork correctly.  A quick ****** search brings up correct artwork packing methods: 
   -----------------------------------------------------------    
  "How to Pack Your Artwork for Moving
  The essential first step when packing any artwork is to ensure its secure by lining it with protective non-acidic paper and then wrapping it in bubble wrap. For better packing, place the wrapped artwork in a slightly larger cardboard box.
  
  How to Pack Framed Art for Moving
  Framed artworks need to be packed so both the canvas and the frame are protected from potential damage. To pack framed art pieces, use foamy material to secure the frame and wrap it with bubble wrap. Secure the wrapped piece by placing it in a cardboard box and **** it as fragile."
  https://www.eden-gallery.com/news/how-to-pack-artwork-for-moving
  
  --------------------------------------------------------------
  The irreplaceable Native American pottery is incomprehensible to me how it was packed, then unpacked.  **** unpacked it by rolling it over and over, the entire package....I heard it from another room and when I saw what he was doing I couldn't believe it and said STOP.  He apologized and said he didn't know what it was.  It doesn't matter what it is....you don't unpack by unrolling the entire packaging by rolling it over and over, similar to a rock tumbling downhill...over and over and over!  

  
  Why am I still finding white ****s on furniture?  Again, have pictures.

  
  "We are working on a good will settlement for her damages and are well within the time frame we have to resolve this issue....".  What is the time frame?  I started my complaint on June 1st. I have text messages I sent to **** at his request with pictures he saw me take so he could have a ***** talk with his packer, HIS WORDS.  Even he knew it was messed up. 

  
  "Also let me remind again that we were never told that the value of certain items were over $100 per pound...."  Again, what is this?  If you're reminding here of this issue......why wasn't it presented in ****'s initial presentation?

  
  We generously tipped both movers even though everyone knew there was damage.  We saw them working hard, not to mention driving across the country.  My husband also gave **** an irreplaceable, thousands of years old, fossilised marine piece that came from the top of an ******* mountain because we knew **** had children and wanted to share that knowledge with a younger person.

  
  Forgot to mention the hgnging shoe holder....this is your movers logic.....they removed shoes from the hanging shoe holder, THREW THEM INTO THE BOTTOM OF A WARDROBE BOX THEN THREW THE EMPTY SHOE HOLDER IN WITH IT!  Picture attached.
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I moved from Illinois on June 6, 2022 to ********* on June 7, 2022. Most everything was fine but they left my chaise cushion in Illinois. They brought all the other matching cushions but that one. I called on June 7, 2022 to let them know. Received a call on June 8 from one of the gentleman that moved me and was told they picked up the cushion and the main office in peoria would send it to me. Plus, I would receive an email with the tracking info. I've called numerous times and received the run around. I just want my cushion!

  Business response

  06/24/2022

  Most of the problem was that the address that we had was a little off.  We had ***** Pt. and the actual address was Manson Pt.  We also did not have a unit # on the address.  After talking to the customer, we called *** and got the correct address into their system.  The customer should have the cushion now or within a day or two.  Tell us why here...

  Customer response

  06/28/2022

   
  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. But they had the address because they were the moving company I used!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the moving process on 1/21 the movers from ******, ** damaged multiple walls, doors, ********************** I took pictures of my house prior to their arrival and then took pictures of the damage afterwards. I then sent them the before and after photos. They apologized for the damage they caused but then sent someone out to repair. The repair man came out but he was unable to repair the damages or match the paint color. He even told me via text that the repairs that he made "Does not look very good at all."I then asked the company to send a more qualified person to make the repairs but they refused and said that they said "there is nothing else I can do". I asked for their insurance information to submit a claim to help with the repairs and they REFUSED to provide any information. This has been going on for 7 MONTHS now and I still have scratches, scrapes and dents on walls and doorways throughout my home along with mismatches paint on the areas that the repairs were attempted.

  Business response

  08/09/2021

  We tried our best to satisfy this customer.  After being notified of alleged damages, we sent out a professional repair person/painter.  He notified us that most of the damage that the customer claimed was not done by us as it was evident that the damage had been done long before.  We still asked the professional to repair the damage that might have been done by us.  He attempted to repair and paint the damage.  After leaving, the customer called us up and complained that he wasn't happy with the repairs, so we sent him out again.  He repainted a lot more, which we obviously did not do.  Unfortunately, the new paint was not a perfect match.  Customer called us up again.  We sent him a letter (in Illinois, all claims concerning damages must be written according to the **** saying that his main concern was with the repair person and to contact him again.  The repair person said that the customer never called him back.  We also sent the customer a letter saying that matching old paint is very difficult, especially if it is custom made, but if he bought the paint, we would reimburse him for the paint and send someone out to paint the walls using the paint that he bought.  We have never heard from the customer after this.  He keeps asking for out insurance company.  We sent it in to our insurance company along with the letter from the professional saying that we did not do the damage that he claims he did.  ********************* also questioned that there were pictures of before and after.  The pictures that were sent to us were very blurry so any damage was almost impossible to see, but as the claims adjuster told us, they have never had a person take pictures of a wall before movers showed up.  We have done over ****** moves and never had a customer take "before' pictures.  We are still willing to send someone out to repaint his wall if the customer provides the paint.  Tell us why here...

  Customer response

  08/09/2021

   
  Complaint: 15735225
  
  I am rejecting this response because:

  The idea that there was any possibility that the damage they caused was old is ridiculous. THAT'S WHY I TOOK PICTURES! The pictures I took were on an iPhone at high resolution and are clear as day as well are timestamped the day before the movers damaged my home. This is just another attempt for them to avoid fixing this. They also claimed that they turned it over to their insurance. This is also false because if they ACTUALLY turned in a claim, the adjuster would have contacted me to look at the damages they caused and would have requested copies of the pictures taken. I am tired of their lies and would not recommend them to anyone. Their movers scraped, scratched and damaged multiple walls in multiple rooms of my home and were not careful at all.

  As far as not ever hearing about anyone taking pictures before a move is yet another lie. On most moving website and moving checklists, you will find that it is SUGGESTED to take pictures before a move so that you have proof of any damages. I know I sure am glad that I did because I know that they weren't even going to attempt to fix anything until I showed them that I had proof that they caused it.

  You can see every place that the guy they sent attempted to repair because it stands out because it's a completely different shade than the rest of the wall. The person they sent out clearly could not make the repairs or match the paint so sending him out again wouldn't be helpful. Their attempted repair painting actually made it worse.

  Again, I request that since they are unable to complete the repairs, that they file a claim with their insurance company so that a professional can come and fix the damages they have caused to my home.

  Sincerely,
  

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

  Business response

  08/11/2021

  Attached are the correspondence between the customer, myself and the contractor.  The first time I heard that the customer was unhappy was when I received a letter from the *** saying that the customer was unhappy and wanted to know our insurance company.  I immediately asked my manager to send me what work had been done.  I was informed that the contractor went out to look at the supposed damage and immediately called our office saying that in his opinion, our movers did not do the damage as it looked pretty old and not fresh.  He was told to go ahead and try to repair the damage and re-paint to try to keep a customer happy.  He then sent an email to what he had done where he said that the customer had not re-contacted him.  I sent the customer a letter stating that if he was unhappy, he should probably get ****************** the contractor to see if he could redo the repairs.  The customer responded to my letter basically stating that he tried to get ****************** to go out again, but failed.  I then sent another letter to the customer stating that if he was not happy with ********************** work, we would send out another contractor, but the paint might be the real issue.  I ended the letter by asking what he would like us to do.  We never heard anything more from the customer.  When he contacted the ********************, I asked ****************** to again send me what he had done and also to put in writing that the damage was probably not caused by us.  He sent the email where he again stated what he had done, but he also under-stated what he had previously told us over the phone.  (We record all phone calls and we have the phone call where ****************** told us that we did not do the damage, but I don't know how to include the phone conversation in this reply).  He did say that the customer's son admitted to doing some of the damage.  But, I can now see why the contractor was not as positive in August as he was in April.  The customer contracted ****************** to do other work for him.  This is strange as the customer repeatedly stated that he was unhappy with ********************** work, and then went and hired him for other projects.  We have tried to go out of our way to please a customer and the customer always comes back to wanting our insurance company to handle this.  As I stated before, we contacted our insurance agent, let her listen to ********************** statement that we did not do the work and also told her that we would try to repair this customers damage anyways.  She told us that there was no use involving the insurance company as we did not to the damage.  It seems that the customer only wants us to involve our insurance company to get a check from them.  ****************** has offered to go back.  We have offered to send another contractor out.  We also offered that if matching the paint was the issue, if the customer purchased the paint, we would reimburse him and send out a painter.  There is not much more that we can offer to do.  

  Customer response

  08/12/2021

   
  Complaint: 15735225
  
  I am rejecting this response because:

  Here are the Facts:
  - They damaged my home.
  - I have pictures the day before they came and the day theycame
  - They were notified immediately of the damages
  - They acknowledged that they did the damage
  - They attempted to fix it but were unsuccessful three times
  - They have not patched the wall damages and there is mismatchedpaint throughout my home from the poor attempted repairs
  - I HAVE NOT hired the person they sent out to repair anythingfor me
  - This has been going on since January almost 7 months now
  - When they were unable to make the repairs, THEN AND ONLYTHEN did I request them to turn this over to their insurance company
  - After repeated requests they have still not filed a claimwith their insurance company
  - The only resolution they have given is for me to find theright paint myself (even though their qualified repairman could not). I haveno idea how to do that. Even with the right paint it still wouldnt fix the gougesthat were not repaired correctly.
  - This is unacceptable treatment of any customer
  

  Im not sure what they are afraid of or if theyve had way toomany claims already and they are worried about getting their insurancecancelled. I do know that they recently changed insurance companies and Imbeginning to think that this must be the reason
  

  Again, all I am asking for, after 7 months of living with damagedwalls, doorways and doors in my house, and after their failed attempts to dothe repairs themselves, is to turn this over to their insurance company so thatthe repairs and damages can be repaired professionally.
  
  Sincerely,
  
  ***********************

  Business response

  08/17/2021

  Most of what this customer is saying is disingenuous at best.  Yes, he did inform us of the damage fairly soon after we moved his wife out of the house.  We sent a professional contractor over there who informed us that we DID NOT DO THE DAMAGE.  In order to try to keep a customer happy, we told him to try to repair the damage anyways.  The contractor went back twice.  The customer says that he tried to contact the contractor after the second time, but was unable to connect.  The contractor said that the customer never tried to contact him, but reached out later to consult on another project, but again, never told him that he was unhappy with the repairs.  The contractor wrote that the customer's son admitted that the damage was caused by the son.  We offered to send another contractor out, but instead the customer keeps insisting that we contact our insurance company.  (He says the insurance company would send out a qualified contractor.)  If so, why didn't he take us up on our offer.  It seems to us that the customer doesn't want this fixed, but a cash settlement.  He keeps on changing his story.  First it was the paint didn't match and nothing was said about un-fixed gouges.  This is the reason that the *** insists that all communication about damages be in writing.   Now it is that there are still gouges.  (Again, which we didn't do).  In order to get some closure to this, we will send all our correspondence and information over to the insurance company.  And, no we were not worried about getting our insurance cancelled.  We have multiple insurance companies wanting us as our claims are not much at all.  When we send this over to the insurance company we will also send over the initial phone call from the contractor stating that the damage was old and pre-existing along with the letter stating that the son admitted to doing the damage.  We will also state that we did not do the damage that the customer claims.  If they still want to contact the customer, they can then do so.  Tell us why here...

  Customer response

  08/23/2021

  Better Business Bureau:
  
  

  Assuming they actually follow through and file the claim with their insurance company, 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

  07/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The leg on our master bedroom chest was broken off by the movers from this company on May 13, 2021. A damage report was filed. The chest was supposedly taken to a furniture repair shop and we were informed that it would be returned to us after the repair was completed. I have phoned the company several times to inquire about when our chest would be returned. It has been approximately 6 weeks now. We feel this is more than adequate time. We request your assistance in this matter.

  Business response

  02/16/2022

  We resolved the issue with this customer immediately after she contacted the BBB.  The chest was repaired and returned to customer as soon as the furniture store called us and said it was done.  

   

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

• Initial Complaint

  06/17/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company was hired to wrap and load my belongings onto a moving truck. Many items were not wrapped at all, resulting in damage. I am not seeking compensation for the damaged items. I am seeking partial reimbursement for failure to render full services for which I paid.

*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. ↩