ComplaintsforRockford Siding & Windows, LLC

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had new windows and doors installed in our home February 2023. we have had a problem door since it was installed, completely uneven, leaking air drastically and have tried for a year to get this fixed. Products are under warranty. There have been countless emails back-and-forth, lack of return, phone calls, no ambition to get this door fixed, constant issues to where we have to keep this door, covered with a blanket. This company has people working for them that are not certified, and the work that was done is complete rigged (hillbilly). We cannot get this company to come out and fix the door and are at a loss. They say they are working with us, yet still no contact from last email.

  Business response

  01/30/2024

  Repairs have been made to the customers house. We have an email stating on November 10th from ************* all repairs and warranty issues have been resolved.

  The photos shown are old and seal was replaced at the bottom of the door the end of September 2023.

  This was a warranty issue with the bottom of the door seal.

  Attached photos show it was replaced.

  Arctic cold weather and high winds will affect the opening seals on doors. The temperature will not be the same as the interior of house or the walls.

  The glass or the door panel themselves will not be the same temperature as the interior of house.

  We have attached photos showing the repair to seal was completed.

  This is a warranty issue. We have contacted the manufacturer to come and inspect.

  We have addressed previous concerns and will continue to offer our assistance with warranty work caused by defective seals.

  Here is a little more defined information regarding the seals.

  The temperature of door seals can be affected in extreme weather conditions, such as -20F (-28.89C) temperatures and wind. Here are a few factors to consider:

  
  Material Properties:

  The materials used in door seals (like rubber, silicone, or foam) have different responses to cold temperatures. In extremely cold conditions, some materials can become more rigid and less flexible. This change can affect the seal's effectiveness in preventing drafts and maintaining insulation.

  Thermal Conductivity:

  he seals may also conduct some of the outside cold to the interior surface, especially if the material has higher thermal conductivity. However, most sealing materials are designed to have low thermal conductivity to minimize this effect.
  Wind Effect: Strong winds can exacerbate the cooling effect on the seal material. Wind can increase the rate of heat transfer from the seal (and the door as a whole), potentially leading to further stiffening or reduced effectiveness of the seal in extreme cases.
  

  Expansion and Contraction:

  Temperature changes can cause materials to expand or contract. Prolonged exposure to extreme cold can lead to contraction of the seal material, potentially creating gaps and reducing its effectiveness in insulating and blocking drafts.

  Aging and Wear:

  Over time, and with repeated exposure to harsh conditions, the wear and tear on door seals can be accelerated, leading to cracks, breaks, or loss of elasticity, which diminishes their effectiveness.

  Thank you.

  Please contact our office at ************ if you have any questions.

   

  Customer response

  01/30/2024

   
  Complaint: 21219223
  
  I am rejecting this response because:
  
  Yes we agreed the work was done on November 10, 2023, however more issues came from the problem door which this company was made aware of and has not contacted us to fix this issue again. 
  Attached are the emails between myself and *********************, whom I contacted to make him aware of the same door with more issues, along with a problem shown in the photo of our patio door. I attached in the email, videos to show temps dropping drastically, (from gaps in the door),  however I cannot attach a video here to show. 
  According to the emails, *** was going to come out to take a look. January 18, I sent a text message to ***********************, (family friend and employee of RS& Windows),  he said he would be by sometime next week, see attached photo of text thread. 
  January 26, one week after they were supposed to be here, still no word from Rockford Siding & Windows. I followed up with an email. See attached. 
  It was also stated in an email from **** at Rockford Siding that they are offering to fix the issues have made right up to this point, however no one has been to inspect or even look at our doors since notified about issues on January 15, with no contact or plan of action for repair.  So we are confused on how you are offering to fix these issues, according to the email attached, but now state its a warranty issue. We have not been contacted by anyone at Rockford Siding and Windows to inform us of any warranty work or claims. This is the first of hearing about this.  
  

   

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

  Business response

  02/15/2024

  Apparently our response didnt go through. 
  *** was at the property on Feb 1 and again on Feb 13th. 
  we have tried to contact the customer and have yet to have a return phone call. 
  This matter has been closed on our end as she has had communication with ******* *** but has yet to return our call. 

  Customer response

  02/19/2024

   
  Complaint: 21219223
  
  I am rejecting this response because:

  The last message received from you (January 30, ****)  in this was that it was a warranty issue, and I stated I was not notified of any communication stating it was a warranty issue. 
  Then I was contacted on January 31, a day after the BBB messages, by *** to now come and do work. 
  If you claim it was a warranty issue, why did you send *** out to our home 2 times after the last message I sent here? 
  One of the repairs was to fix the patio door. The work done was with 5 tubes of caulk.  Thats a little excessive from any professional contractor perspective. Also filling a gap in the man door with caulk to hide another installation issue. It seems caulk is the way to go to fix issues???!!! 
  At this time we agree the man door is complete!!  We will notify you if any issues come to our attention on that door. 
  The Patio door is not complete, although *** truly tried.  After speaking with *** and ****, we have agreed to have the warranty company come out and see if this is a warranty issue. 
  With this being said, you contacted us on Feb 13, today is Monday, Feb 19we were out of town on vacation and numerous attempts were made to contact us today by 3 of your employees. No other numerous attempts prior to today were ever recorded. Pictures attached.
  Lets keep the facts straight! 
  This case is not closed until our patio door is fixed as our agreement to have Provia look at it. 
  Sincerely,
  
  Jenn & *******************

  Business response

  02/19/2024

  Our office was finally contacted by the customer today in response to our attempts.

  *** ******* is friends with the customer communicated she is happy with the repairs.

  All work has been completed as stated. 

  There *********** an issue with the patio door we were not able to fix, this is a warranty issue. We do not manufacturer the windows.

  Warranty from the Manufacturer has been filed.

  We have considered this case closed as it is a warranty issue.

  Customer response

  02/21/2024

   
  Complaint: 21219223
  
  I am rejecting this response because:
  It has not been decided if this is a warranty issue or an installation issue. 
  
  The owner and his manager were scheduled to come to our home to inspect this door in order to provide the warranty company with the exact problem and due to some miscommunication we have willingly rescheduled for them to come inspect on Thursday, February 22 at 4pm.  
  We truly do not feel this case is closed since Rockford Siding and Windows has not reported this door issue to Provia yet. Hence why they are scheduled to come here tomorrow, so they can finally report to the warranty company.  
  As our hired and paid in full (with cash) contractor, its your duties to fulfil our warranty issues and any problems that arrise with any of our windows and doors from date of installation to infinity. 
  We are willing to wait for the response from the warranty company Provia, provided you move forward with the agreement to inspect this door and submit a report.  
  Looking forward to seeing if its a warranty issue and rectifying this situation soon. 
  Sincerely,
  
  *******************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company never reached back to me with after insurance company stated that they needed to prove that the material was not what proper via pictures. Rockford siding never picked up materia and i was told 30 days ago that they would reach back to insurance company.After calling and going to their office and emailed with no responce i posted a bad review online . At that point i was called immediately back and treat that if i dont take it down i was going tonbe chared 20 of his time! ( for talking to insurance company).I have never sighed or was asked for any money to pay for material that never was picked up or installed.Now the owner ***************** said he would send me a bill and put a lean on my house if i dont take it down

  Business response

  09/13/2023

  After meeting with State Farm 3 times, State Farm still refused to pay for the siding and we did remove a panel of siding for the adjuster to take for evaluation.

  We also put a temporary piece in place on Aug 9th, 2023. State farm is only wanting to pay $89.91 for replacement of siding.

  We explained to the customer that this is not enough money to order siding to attempt a match when the siding is not available according to the report.

  We did not send the customer a invoice and yet he continues to give us a bad review because his insurance company will not pay for clear damages to his home.

  We did not charge the customer for our time with 3 inspections, multiple phone calls with customer, calls with insurance company, roof reports, Itel report or for our time to put a temporary piece of siding on the house where the adjuster took the piece to evaluate.

  There will be no charge for our services as it is our policy not to charge homeowners for any of our time while trying to work with insurance companies.

  We have over *********************************************************************************************************************** services.

  It is unfortunate that the customer is watching everyone else get their houses fixed from the storm damage and State Farm refuses to pay to restore his home.

  There will be no billing adjustment because there is no bill.

   

  Customer response

  09/21/2023

   
  Complaint: 20540178
  
  I am rejecting this response because:
  I would like to clarify that i was never provided a price nor projected cost.
  I still have no idea of what kind of work needed to be done nor the estimate cost of any work. 
  I was told by ***************** that he was going to get it done as he had the knowledge and experience to get my repairs done .
  
  I do not want or intend to work with his company anymore so i will accept this resolution to not be billed ( for talking to state farm adjusters).
  Sincerely,
  
  *******************************

  Business response

  09/21/2023

  We did not send any invoice and have closed this file.

  Please file a complaint against state farm. It is not our fault they do not want to pay for clear damages we documented.

  All though the customer is unreasonable in their request. We have closed their file.

  Now we know why we were the 4th contractor at their property.

   

  Customer response

  09/21/2023

   
  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,
  
  *******************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered new windows for the home. one of the windows the contractor installed was improperly done (lower than previous window) causing a few problems: 1) a trough to be formed and 2) the window to close by itself by laws of gravity.The trough was formed between the window sill and the window sash. this lower channel area was approximately 2 inches deep and filled in with caulk by the contractor. This area was still lower than it should have been and was an area that would cause water to collect if left that way. I advised the contractor on premises before leaving that the issue needed to be resolved. His resolution was to install a piece of quarter-round wood to cover up the hole. When he did this it caused 2 problems. 1) he drove nails thru the window which did not allow the window to close all the way to be able to lock it for safety/security.2) it caused damage to the window itself.I was immediately in contact with the company because of other issues of improper workmanship such as caulking not being done, or where it had there was poor work that would cause potential water damage in future. Nails and debris left behind, and another window that would not open or close without excessive force.The caulking work was resolved after numerous attempts however the window issue described above with closing by itself and the nails thru it is still yet to be resolved. I had an appointment today between 9 and 10am and the person was a no show. I called the business and only having to raise my tone and threaten legal action did they finally send someone to take more photos and attempt to remove the nails. The problem is still not resolved.

  Business response

  07/19/2023

  The customer has presented false information.

  Originally ordered the windows and did not have the money to pay for them. 

  The trim in the window was added by the customer nailing through the frame of the vinyl window which prevented it from shutting.

  This morning there was a delay in getting to ****'s house due the crew having truck issues and **** did not want us back at the property.

  I had to get involved and let **** know that we did not install the trim board she is referencing in her photos and showing photos of her adding trim to window.

  The photo attached was the last time we were inside the house. No additional trim was added.

  The customers window not "going up and down" hard to open and close was partially locked and not an install issue.

  The bathroom window now needs us to remove outside trim and adjust shims since the customer decided add nails through the window. The customer stated her dad was in the business and she knows more than we do.

  Customer finally allowed us to come to property today and we unlocked the window she was having difficulty with and agreed to come back and remove outside trim to fix shims.

   

   

  Customer response

  07/19/2023

  
  Complaint: 20345190
  
  I am rejecting this response because:
  The board that was installed was installed by the worker of this company; Their fingerprints are on the board and I have witness that it was their employee who installed it as well. 
  After submitting this complaint, the owner, ****, called me at 2:49pm 7/19/23 and was cursing at me and yelling in front of 2 others that were present and witnessed the call that was on speaker phone.

  
  I have email documentation that shows my numerous attempts that I have been requesting for them to return to complete the work and make things right. 
  I also have phone logs of each time I have called to inquire where they are and when they will return. I have never denied them to come to my property aside form saying I do not want them to come on my property when I am not home.

  I have never referenced my family members because my family is NOT in this industry and has nothing to do with this. This is completed fabricated.
  

  
  The rendition of the events as recounted by this company are fabricated and false.

  
  My photos show proof of the work that was done, and also damage done to my property as a result of their employees; some of the items have been resolved outside of this complaint. I am merely requesting for them to uphold their portion of the contract.

  
  Regarding my ability to pay for the windows, he is referring to a private conversation I had with him while in my home and viewing the work that was done poorly. I explained to him that I had major surgery a few months ago and I'm glad the windows took as long as they did to be ready so I could budget payments now that they are installed. 

  
  This retaliatory reply is in response to not only this BBB complaint but also the honest and accurate reviews I have left online for this business. 

  The photos he has of the work mid-completion are not of the final work. He is omitting other photos that were submitted to him by his own employees when they were here.
  
  Sincerely,
  
  *********************************

  Business response

  07/19/2023

  The customer stated she had to leave by 1pm today for her doctor visit and would not be available until august 15th.

  The installer showed up and addressed the issues and did not install an old trim board.

  During our conversation this morning, everything was addressed and the customer was fine while our installer was at the property today.

  We have videos of the last time we were inside the property before today and did not install the board on the window.

  The customer has lied once again about having test for her brain surgery and spent her afternoon us on the internet instead of going to her doctor ************************ style="font-size: 0.875rem;">When the customer ordered ********************** she did not have the money to make the payments and delayed installation.
  

  Then after the installation, there were issues with caulking and we went back to property and inspected and took care of the issues.

  Then the customer had her window partially locked and was having issues because it was locked and also installed a trim board and nailed it through the window in the bathroom.

  We explained that after her banging on the window, we would have to come back on the Aug 15th to adjust the window. 

  This window operations had zero issues after installation.

  This is an attempt to discredit our company.

  I did call the customer after i seen her negative reviews and lies about her project and asked her to remove the review.

   

   

  Customer response

  07/20/2023

   
  Complaint: 20345190
  
  I am rejecting this response because:

  The response is completely fabricated and lacks merit or legitimacy.

  The statements are slanderous in nature and irrelevant to the issues caused by the company. 

  I have eye witness availability to corroborate my claim. I would like to discuss further on a phone call with the BBB.

  The contractor **** called me this afternoon and was screaming at the top of his lungs with profanity and verbal abuse in the presence of my minor child and 2 other adults present while the call came in and was on speaker.

  I do not feel that resolution with the company is possible at this time as the lies keep increasing and my documentation with email and phone logs is available for the BBB to review; I also have photo evidence to support the claim.

  I hereby state that I do not want further contact from the owner ****, as his verbal abuse is not wanted and will not be tolerated. . 

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

  Business response

  07/31/2023

  We did not install the trim on the bathroom window. Our photos show the window after installation. 
  The balancers allowing the window to drop has been reported to the manufacturer for warranty. 
  it is our understanding the  customer will not be available until after August 15th. 
  This information has been relayed to the manufacturer and will be addressed after the customer is available. 
  

  Customer response

  08/15/2023

   
  Complaint: 20345190
  
  I am rejecting this response because: The work has not been resolved and the company I just found out has forged my signature on completion documents. 
  
  I wish to have the case re-opened.
  
  Respectfully,
  
  *********
  

  Business response

  08/29/2023

  We did not forge any documents.

  The warranty for the balance system is covered by the manufacturer.

  This has already been explained to the customer.

   

   

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/21 we signed a contract w/ ***********************. The amount was $9,159.42. The new sliding glass door was larger than my original one. **** assured me it would fit- however the installers would have to cut a bigger frame & build some wood piece underneath. There was rotting in the lower corner of the door but **** said it would all be taken care of when the new door was installed. I asked **** how long ordering the windows would take after they had been ordered & he replied "about 8 weeks to get them in." I was told windows were ordered Oct. 21, 2021. 8 weeks came & went. I called **************************** on 1/27/22. **** quit. Spoke to ******. ***** became my new contact person. ****** said our order was not ready & would let me know when it was. ***************************** were installed on a rainy 4/20/22. My dispute begins on 7/14/22. I contacted ***** to let him know about the caulking apart on the outside of our sliding glass door (less than 3 months after installation) & about the missing s**** hole covers. I texted him pictures that day. He said he would take care of it. After 2 months of silence, I contacted ***** again on 9/16/but ****** said he was out & would call me on Saturday- it never happened. I called again on 9/22/22. ***** was now handling the situation. Spoke to ***** & informed him about my concern about the door installation. On 10/7, ***** and *** were no shows at 3pm. ***** called at 420pm- rescheduled. ***** quit. ***** was supposed to come @ 12 on 10/14 but came in the am & left the wrong color s**** caps in the door. A video of the air draft was given to ***** on 10/28/22. **** emailed me a nasty letter on 11/7/22 & refused to fix the problem. On 12/28/22, I filed a compliant with the co we financed w/. On 12/29/22, ***************** called my mom- lying to her about payments not being made & ultimately harassing her. Our new door *****. It takes 2/3 attempts to lock ********** is a steady breeze coming from underneath it. This company is a nightmare to work with.

  Business response

  01/05/2023

  Due to supply chain issues, windows were delayed and the customer was aware of this.

  Customer was going to have her floors done in the kitchen.

  As you can see the customer installed a piece of wood on her floor - we did not install this as it was not part of the contract.

  Please read the contract - interior trim work was not part of the work order

  When the customer originally signed contract a deposit was made.

  When it was time to install the windows and patio door, the customer did not us to install during the cold weather and made us wait an additional 2 months to install.

  Job was completed on April 20, 2022

  If the windows would have arrived from original order, we would have still been installing during the cold weather of December/ January 

  Upon completion the customer did not have the funds to pay us.

  After several arrangements were made, the customer finally told us she had a gambling problem and did not have the money to pay us.

  We then provided the option to have the customer to apply for financing, the customer was denied financing.

  The customer then had her mother co-sign the loan for financing to avoid a lien being placed on the property.

  Then the customer tried to complain the work wasn't done. 

  We did go back to the property to fix caulking issues, see photo.

  When we went back to the property to install missing caps on door from Manufacturer. The customer would not open the door and let us inside to see where missing caps were located. We believe this is another attempt of ************************* to not pay her bills -  see photo of us leaving the package in door.

  All issues have been resolved.

  The photos provided by the customer showing ***** on the door was caused by humidity in the kitchen / house during a massive cold spell with winds above 20 miles per hour and -11 to -20 degrees. The humidity in the house caused the moisture inside. As you can see by the photos, the seal is not damage.

  The customer has removed the caps - caps were provided.

  Then we received a call from the financing company that ************************* has not been making her payment of $54.00 and was stating the work was not completed and had issues. The customer sent the same photos she is using now. 

  We contacted the mother at the request of the finance company to advise payment has not been made and work was completed.

  The mother was not aware her credit was being compromised by the customer/her daughter **************************

  **** has been very difficult to deal with and does not pay her bills.

  The option of a refund or paying any other contractor is not an option we will entertain.

  The customers windows and doors are covered by warranty.

  Customer response

  03/01/2023

   
  Complaint: 18661586
  
  I am rejecting this response because:
  

  To whom it may concern,
  

  Attached is the documentation proving that ***************** and Rockford Siding and Windows are not telling the truth.

  I have been current on all my payments- I have never been late. ***************** is lying.

  All of my conversations with Service Finance are recorded and they have never contacted ***************** in reference to any payments or said my payments were late. Because of my complaint, the finance company has reached out to Rockford Siding and Windows several times, asking ***************** to contact me to rectify the issue- he has refused. So once again ***************** is lying about the conversations between ****************************, and himself.

  The installers installed all trim, all wood around our doorway. This was the expectation per my conversations with *********************** of Rockford Siding & Windows. He said all the trim would match what is currently up there. We recently found out the trim that was used was thinner, cheaper and wider that the original.

  The installers did a good job of hiding what a horrible job of installing my sliding glass door they did and ultimately ruining my hardwood floor. It stinks that local companies like Rockford Siding and Windows take advantage of consumers. ***************** harassed and lied to my mom. After viewing our project, family and friends claim they won't be using Rockford Siding and Windows.

  Thank you BBB for giving me the opportunity to set the record straight.

  Sincerely,

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

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

  Business response

  03/01/2023

  ************************* is an gambling addict trying to get something for free.

  This matter is closed on our end.

  Our previous responses have not changed.

  Customer response

  03/13/2023

   
  Complaint: 18661586
  
  I am rejecting this response because:

   

  To whom it may concern,
  What does gambling have to do with their faulty installation? They do not stand by their work. Is this how they treat all of their customers? The door leaks and was not properly insulated. **** will call my mom to lie to her about my on-time payments that have nothing to him, but he won't call me back to fix his installation problem... Hmmm...  Good thing a mom who knows what a shrew business man ***************** is first hand Thank goodness what supportive family and friends have- No Rockford and Siding for them.
  No one should do business with ***************** and Rockford Siding and Windows- I am now understanding why he doesn't get along with his own family, why his previous business and extended family broke apart, and why he can't keep employees. ***************** is a bully.
  Rockford Siding doesn't what to fix a problem they created. The bottom of the door leaks- SHAME ON ROCKFORD SIDING AND WINDOWS!
  Sincerely, 
  *************************
  
  Sincerely,
  
  *************************

  Business response

  03/13/2023

  Our previous reply stands. Items were fixed.

  ************************* has done everything to not pay her bill to us. She even admitted to not having the money because of her gambling problem and had to have her mother cosign the loan to avoid us placing a lien on the property.

  It was only after **** did not make her payments on time to the finance company, she continues to make complaints after the fact.

  **** has already admitted to our company and the finance company all work has been completed.

  Customer response

  03/19/2023

   
  Complaint: 18661586
  
  I am rejecting this response because:

  I just want my sliding glass door bought from installed by Rockford Siding and Windows last April to lock the first time I try it and not the 2nd, 3rd, or 4th attempt. The door still does not lock properly after almost a year. It takes multiple attempts.

  I want a sliding glass door that I don't have use a draft stopper. There is a constant air draft that comes from underneath the door. The outside seals cracked on the sliding glass door less than 3 months after the door was installed by Rockford Siding and Windows. The caulking at the bottom of the door has never been fixed. 
  

  Rockford Siding and Windows has refused to come into my house to even check it out. Rockford Siding and Windows has not completed all work. The company has not reached out to me to rectify this complaint since the BBB and the *************** have contacted them.

  All phones conversations with the finance company are recorded and I have never expressed the work being completed. They were the ones who left a voicemail asking me if I was happy with work of Rockford Siding and Windows-I still have the voicemail. It was the finance company who suggested I could file a complaint if there was a problem with my sliding glass door. Any allegations Rockford Siding and Windows state about my relationship with the finance company are false.

  I have never filed a complaint with the BBB before and it saddens me and is frustrating that it has come to this. Rockford Siding and Windows are difficult to work with and I would not recommend them to anyone.

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

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The screens do not lay flat ih the windows still They said there is nothing more they going to do I been after them since August of last year to fix them they can out once in October and work on them to no avale and just about 2 weeks ago they came out again and said all they could find was one bent screen and a latch that need to be replace. The rest was ok by them I need these Windows either *********** or replaced

  Business response

  08/09/2022

  This is a manufacturer issue. The windows were installed correctly and have photos and videos of proof to show installed correctly. 
  We have ordered new screens for ****************** 
  Our previous salesman *********************** did not handle this properly as is no longer with our company. 
  that being said we went back to the house to determine new screens need to be ordered. 
  this is our second complaint in 10 yrs caused by one salesman who is no longer with us. 
  We have been transparent with ****************** 
  There is nothing more that can be done until the new screens arrive. 

  Customer response

  08/17/2022

   
  Complaint: 17693104
  
  I am rejecting this response because:

  I read the response this is not what they told ne when they were here

  They were only going to replace one screen and a latch

  Now according to there reply they are going to replace all the screens

  if this does the job I will with draw my complaint 

  If not then I will go from there

  Thanks

  Augie

  
  
  

  Business response

  09/03/2022

  We have responded to the customer. 
  The *********** broken a window lock - we were able to get another one under warranty from the manufacturer. 
  The customer was complaining about his screens. New screen was covered under warranty from the manufacturers and ordered. 
  If there is another issue regarding the screens, I am not aware of it. 
  I will personally schedule another visit to the property and document with photos to compare to our last visit. 
  This is a warranty issue by the manufacturer. 
  We do not manufacture the parts and can only order. Unfortunately the time line is an issue we have no control over. 

*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. ↩