ComplaintsforHome Nation

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking a refund of $750 for a deposit made to HomeNation.The company did not provide any sales agreement for the purchase until after this deposit was made and is refusing to refund my deposit that Im requesting due to issues/concerns found in the sales agreement.HomeNation has provided several documents that were incorrect or incomplete throughout my attempts to purchase a home from them and I would like to sever ties due to lack of faith in the company and their unwillingness to stand behind their product (passing all blame for issues and resolutions on other parties in their sales agreement). *** also received several incorrect price quotes, hidden fees added, and have been waiting several weeks for documents that, when received, were incorrect and are hindering my ability to move forward. The documents still have not been provided, and I would like to sever ties with this company.

  Business response

  10/09/2023

  **** misunderstood our process and misunderstood the installation documents he received.

  A refund has been issued and is waiting on the receiver to verify their ****** account to receive it. Please see documentation attached.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We originally ordered a home from Home Nation in March 2022. We were told it would be ready in November/December and delivered to *******. There were many drastic price increases and long story short with our added options we were unable to afford to purchase the original home that we ordered. Our sales rep said it was ok because even though we had already signed the contract and an order to proceed (contract states that you cannot cancel after an order to proceed is signed) Home Nation had never even ordered supplies to start building it. We ordered a different home that fit in to our budget but we were not happy with the fact that it was just going to be a completely stock house. We did sign a contract for the second home but an order to proceed was not even presented. We have decided to cancel our order and take a look at all of our options so I reached out to our sales rep via text and he told me we would definitely talk on Monday. Monday came along and I could not reach him. Tuesday, after sending a "what is going on?" text to him he finally responded and then called. I told him that we wanted to cancel our order and he gave me the number of a Manager or something for the company. I have called 4 times and left 2 messages over the last couple of days and the manager will not return my call. I gave them $25,500.00 in March as a deposit and the only services that I have received is time on the phone and email with a sales rep and some paperwork done by their employees for a loan for the building expenses that was never issued. Given the fact that I know for sure that neither house was ever even ordered or had anything purchased to build it I believe that I am owed my deposit back. I would be happy to reimburse them maybe $1000.00 for their employee's time spent on my project but I can't even offer that because they won't return my calls.

  Business response

  12/15/2022

  Hello ****, we apologize for the inconvenience this has caused.

  Your home was ordered, attached is the order confirmation from the factory. It was quite a process to have it cancelled.

  Your financing was also very far along, that too was a process to unravel.

  Your cancellation request was made on 12/9/2022 according to the attached refund request email. Refunds are always processed within 30 days.

  A portion of your refund has already been sent, see confirmation attached, and the remaining will be sent within the 30 days from your refund request date.

  We thank you for your feedback and we wish you the best.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am buying land and wanted to get a house for it. The land is undeveloped, so it needs a well, septic, electric etc. for a home to be on it. as I looked into my options I found HOME NATION - they seem so caring, so helpful. The sales guy (*******)said he would talk to the owner who sometimes helped people like me. I was told they would pay off the loan, get all the permits, pay for the well, septic, electric and add it to the loan amount -if- I would be able to make payments over the next few months to *********************/ owner -he is the one who called and said he would fund all of it, if I could pay $1,200.00 per month as it all took place. I began those payments immediately; I was so happy. I actually over paid. I ended up paying $4300.00 over 2 months. They kept making excuses each time I enquired about the pay off, I kept suppling them with any helpful information about how and who to contact for pay off, permits etc. and they kept changing the name of who would be working on it. Ultimately, after several months, I told them I would need immediate action because of weather, the land not being prepared (which it could not be if not owned), they could not put a house on unprepared land which they said they would just park it there while things went through. I had not signed the mortgage they arranged because they had not provided the payoff/ deed/ permits a- well septic, elect. etc. & the down payment for the loan - I was told would be the deed to the land! Everything hinged on their promise that wasn't happening. It suddenly became undo able. I asked for the money I had given in good faith toward the development - land pay off minus the ****** for document fees according to our contract. **** himself on phone conversations said he would have it sent to me. As time passed - they would not return calls or emails. and now I'm still hoping they will make it right. I write this with a hopeful heart, near hopelessness, trying to get refunded and save someone else.

  Business response

  12/16/2022

  Hello ********, we apologize for this delay. Your refund has been processed. Please see attached.

  We're sorry we weren't able to get you financed into a home, there were many factors at play and in this instance we just weren't able to get everything to come together.

  We hope the best for you moving forward (=

  Customer response

  12/16/2022

   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.

  
  

  Thank you.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been waiting on my refund from this company for over a month now! I agreed to a payment plan to be paid in 3 separate payments issued a few weeks apart so the company could get the funds together since they already sold my home, but for some reason didnt have the whole amount owed back to me. I got the first payment but when the second payment was due it was never sent. I have contacted several people regarding this and they keep putting me off and giving me the roundabout. So I am now having to pay a lawyer to get the situation handled. The bad thing is I was allowing the place to keep some of what they owed me if they could just get me the majority sent ASAP and they agreed. I feel like they are taking peoples money. This is suppose to be a huge company and a $14,000 refund should be easily taken care of, ON TIME.

  Business response

  12/15/2022

  Hello ***, we apologize for the delay. We're glad these details have since been worked out and a refund has been sent.

  Customer response

  12/15/2022

   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.

  
  

  Thank you.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 4-6-2022 I deposit in the amount of ****** to home nation on a mobile home. They told me my home will be available July 29, 2022 my home was not available. I been calling them before July to check the status of home no one called me at all. I felt something wasnt right already. I been calling to get my deposit they will answer the phone and transfer the calls from call center no one is available. I just need my deposit back. This is a bad business.

  Business response

  09/19/2022

  Hello ********, attached is page one of your signed Irreversible Order to Build. Please review the highlighted section, which details our cancellation and refund policy. Since then, your home has been ordered and many other components to the puzzle have been put into place.

  Nevertheless, keeping in mind what we have done thus far, we will issue a refund, we will simply need time to unwind everything that has been put in place.

  You will be notified as soon as payment is sent out.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Home Nation in Sept. 2021 and ultimately ordered a home through *****. We paid 50% down, $45,000 cash to have our home ordered to be built in April 2022 and paid the remaining amount in cash prior to build. Long story short is we are owed $9000 in a refund for home nation ordering our home incorrectly. One of their employees, *******, signed off on the order paperwork that WE were supposed to sign off on before the order went to the factory. The plans that were signed off on were not what we ordered nor did we approve them. The plan he signed dictated that the whole rear of the house was to be mirrored. So that meant the kitchen/dining room, master bed/ bathroom and laundry room with back exterior door was all mirrored. I found this out when my transport driver sent me a picture of the house and I see no back door, but 2 front doors (that dont match)!!! Not only is that not what we ordered, it doesnt work with our set up. We had our utilities, septic, driveway, garage, everything all built to work with what we ordered and were given plans for. Our home was literally on the road to our property when I found out their mistake. After 4 days of back and forth ****, the owner, finally agreed to $9000 refund to resolve the issues of their mistake, along with a 7 year extended warranty. It was supposed to be deposited to our account on 5-5-2022. I have yet to receive any money. I keep getting different excuses on why they dont have enough money to give us our refund. This is absolutely not acceptable. We have not been able to purchase any materials or hire someone to fix the issues. We have not been given the extended warranty. We have not received our title for the house. We have 3 windows that wont even close due to them being installed incorrectly, electrical & plumbing issues, wrong stove and faucet that need addressed with the factory and have not been. I keep getting the run around when they actually do return my calls.

  Business response

  07/01/2022

  Hello *********, please email your salesperson regarding your warranty concerns, the ******************* has not been notified of any claims, and they will promptly work on your concerns once those details are in.

  Management has been notified of your title, extended warranty, and $9,000 refund. Please allow time for those to be processed, one of our managers will be reaching out soon.
  

  Customer response

  07/01/2022

   I am rejecting this response because:
  
  I have contacted my salesman many many times. After filing my original bbb claim he did return my phone call to tell me home Nation would refund half of our $9,000 now and half hopefully in a few weeks. I also got an email from ***** regarding my warranty and that she would work on it. I have yet to see/hear anything further or receive any money.
   I have been told I have to go through Home Nation to contact the factory  that we have 3 windows that wont even close because they are not installed correctly, didnt get the stove and facuet I paid extra for, had 2 plumbing leaks and electrical issues. (Thats only the big issues with the house, not including all the other issues we have)

  My salesman said he had to pass that info on to someone higher up, but that I should wait until after we receive our refund for him to address those issues . Im not sure why that would matter. I feel like its just being blown off and unnecessarily delayed. Its been two months since I brought this to the salesman attention. I have had to pay an electrician and plumber out of pocket so we could get approved for occupancy by the county to move in. My salesman tells me the factory will reimburse me, but now Im told I need to wait before anyone even addresses the issue! I thought the factory had been contacted. For 2 months I have had hot air and dirt blowing in my house due to windows installed incorrectly and not able to fully close. I cant afford to pay to have anything else fixed until I can get someone to verify reimbursement. I do not accept this response and will not until Ive received my full refund, my title, my warranty and  everything is fully resolved. 

  Business response

  07/08/2022

  Hello, your title has been mailed out, details attached. 

  Someone from our warranty department will be reaching out regarding your warranty requests.

  Your refund will be issued promptly.

  Customer response

  02/10/2023

   I am rejecting this response because:
  
  

  I have been back and forth with ******* for 6 months trying to get a resolution about our upgrades we paid for and didnt receive and getting our windows and fascia repaired through the factory. Communication has been very difficult as I often get no response or a very very delayed response. I was last told ( Nov 7th & 10th by email) that Home Nation would refund $395 for a picture window (as a previously signed contract states) $400 for upgraded insulation we paid for and didnt receive, $400 reimbursement to partially pay for electrical work we had to have done to move in due to faulty wiring, $350 for the upgraded stove we paid for and didnt receive and $1000 for all the other misc repairs such as faucet we didnt receive and areas of the home that are literally falling apart. After agreeing on these things I was told hed  email a paper to sign and only received one regarding the oven. After I brought that to Quintons attention that was the only one I received, I was told hed email the rest and I have not received anything, nor gotten any responses to my follow up emails over the last week. 

   

  The windows and fascia repair was supposedly denied by the factory. Im told we have to go to through Home Nation for factory warranty work, but cant get any info on why it was denied  or someone I can contact. I have a brand new home that has 3 windows that have never been able to  close and roof shingles being pushed up from the fascia. That is not ok and should  be covered. 

   

  We have been trying to get things resolved for over 6 months now and I do not feel that its acceptable to just keep dragging this out over what feels like lack of and/or delayed communication. I just want good communication, to get our refund as agreed upon and the warranty work on windows and where the shingles are being pushed off completed. 
  
  
  

  Business response

  02/23/2023

  ******, please see attached the refund we issued as well as the change order sent to you.

  Contrary to your statement, you were sent a refund for the stove, picture window, insulation, and electrical repairs.

  Further, it was clearly communicated to you that any additional refund would have to be approved by the manufacturer. Please see the attached email correspondence. 

   

  The factory has since denied any further claims as there has not been sufficient information to show the home was installed correctly by your installer. Home Nation has been in discussion with the manufacturer on your behalf seeking a compromise, but no conclusion has been reached yet.

  We will be in touch should the manufacturer decide to issue a refund.

  Customer response

  02/23/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution somewhat satisfactory. The complaint was made months ago and yes, since then I did receive the refund. Thank you. 

  I sent the requested information to ******* regarding our inspection approval and installers information. 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Home Nation in Jan/Feb 2022 to purchase a newer mobile home. (As ours was totaled out by our insurance company due to water damage) Agree to buy a home for 36,000 (in trade for tear down of old home n shipping of new home they would get my old home for free) Now I hired a company to do the tear down and install of the new old n new home (cause ***** asked to use my guys) surprise I had to eat the 2,500 for tear down! Not to mention. ***** instructed my guys to go ahead and completely unhook my old home, which we where still living in. (cause the new home was coming) 3wks later still not Here! No heat,electric,water nothing! We stayed in motels till I ran out of money! So no choice but to stay at our old home. The week of Easter we where told our home is on its way! (Mind u it was only 4 hrs away) all day my guys where here waiting. Finally 8 o'clock at night my guy calls me (Not *****!) To tell me ***** said my home was impounded by the IN hwy patrol! The driver went off route, hit something with our home!! Had no permits or log book etc. So they impounded it! Another week it's finally on its way again. It's here keep in mind my old home was ready to hual (just shy of 4 wks earlier) so it had been sitting on its axles with all the rain/snow we had it sank!! ***** was informed this many of times. The driver gets lost had to escort them to my place. They drop the new in the road, then proceeded to waste time as the driver and his ppl didn't want to hual the old home, they where completely rude to myself n my guys, and got caught lying to ***** n myself! After 9 hours of blocking my road (police n wrecker company here also) they put the new home in front of the old home and just leave! 2 homes on my property neither one able to be hooked up. Driveway 95% blocked. Destroyed my yard. Now this is damage to our new home cause the driver hit something (from bottom to roof) looks like they hit a pole. Now nobody will return calls to get it fixed! And so much mor

  Business response

  06/03/2022

  ********, we are looking into the details on this delivery to find out what went wrong. Thank you for explaining what happened, we will review and be in touch on how we'll address this.

  Please keep in mind, we do not deliver homes, we only provide transport companies to deliver homes we sell. We ourselves do not transport homes.

  Please give us some time to review these details and we'll be in touch.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid the requested deposit in September of 2021. I started the financing process with their finance department and went through 4 different lenders (at no fault of mine) the first lender they had me apply with didnt even do loans in my state. I was approved by ***** and the underwriting was complete however the lender couldnt get in touch with my sales person. Turns out she is no longer employed there. I was left in limbo for months, no call, email snail mail no communication at all from HN. I have been calling and emailing everyday to request my deposit back since they are no longer interested in my business and I cant get a supervisor to call me back. How can a business accept your deposit the ghost you?

  Business response

  05/12/2022

  Hello, thank you for reaching out, we apologize if there has not been adequate communication. Attached is your pre-approval. Unfortunately there were down payment requirements that could not be met and this loan did not progress into a full approval.

  Attached is page 4 of your agreement, it states that the first $750 of a deposit is non refundable. As there was only $750 put down on this agreement, there will be no refund issued.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  In February 2021, we went to Home Nation for a manufactured home for a lot we own in *******. The property is in a community where prior approval is needed before a home is placed on the lot. It also requires a carport and shed to be placed on the lot. We picked out a home. Found out the end of February the home was discontinued but manufacturing company stated they would go ahead and build it. Was told home was to be delivered on lot around June 2021 then it was Fall of 2021 and then we were told 2/22/22. My wife and I told Home Nation several times that the home must be approved by the ************************** where our lot is located. We were told by several of the staff it was no problem, they had dealt with this community several times and the home would be no problem. We stated to them several times if the home is not approved that they deal was off and then agreed and would give us our money back.We gave them a total of $28,000. Some of the money was for increase of the cost of home and some was to keep the interest rate down on the loan of the home. In an email, we were told, and I quote "$750 is a good faith deposit" and "additional deposits that you made were required by the lender." We had applied for a loan. Also quoted "This money is held in escrow til we have to pay towards the home." We were told by ******* that $16,000 was for the sitework that needed to be done for the preparation of the home. On 2/22/22, no approval of home, home to be delivered to Home Nation to store and we got an email that home will not be built until August 2022. We told Home Nation we wanted our money back. They stated we had to wait until home was built and sold to someone before they would return our money. They let us know they had received some refunds from permits and engineering, but we have not received any of it. We know from an independent contractor home would not fit on the lot and not have been approved by the board. We want our $27,250 back.

  Business response

  05/03/2022

  Hello ***** and *****. Please see the attached documents, we removed all identifying information. Your home ******* on your lot and your permit was approved. We had to make slight changes to your porch size to get your home to fit, however, we did come up with a plot plan that met all requirements.

  Your refund will be issued according to the terms of our agreement. Thank you for understanding.

  Customer response

  05/03/2022

   I am rejecting this response because:
  
     1.  We spoke with the ******** *** ************************** and the engineering plans for the home were never submitted. 

      2.  We contacted a construction company that deals with manufactured homes and the home will not fit on the lot as is. 

        3.  I called the Brevard County and asked about the building permit.  It is just stating you can build on the lot however, approval by the ******** *** Recreational District must be received first. This was never done.

      4.  The survey plan is wrong as the home is 10 inches to long toward the back of the lot.  This lot slants and ******** *** has particular regulations as to how much the home can occupy the lot along with a carport and utility shed.

   

   

  Business response

  05/06/2022

  Hello, below in bold you'll find responses to the points you made.
  
  
     1.  We spoke with the ******** *** ************************** and the engineering plans for the home were never submitted. 
  This was not submitted because you cancelled your home. The building permit with Brevard County was submitted and approved, but by the time the paperwork was together to submit with ******** **** you cancelled your order.

  
      2.  We contacted a construction company that deals with manufactured homes and the home will not fit on the lot as is. 
  The ********************************** approved the plot plan submitted and that plot plan included your home on the lot. The opinion of a construction company is no concern of ours when we have a building permit in hand that is contrary to said opinion.

  
        3.  I called the Brevard County and asked about the building permit.  It is just stating you can build on the lot however, approval by the ******** *** Recreational District must be received first. This was never done.
  That is correct, please refer to the response under the first point.

  
      4.  The survey plan is wrong as the home is 10 inches to long toward the back of the lot.  This lot slants and ******** *** has particular regulations as to how much the home can occupy the lot along with a carport and utility shed.

  Please provide documentation for your claims. Attached is your plot plan and floorplan. You'll find your home length has been highlighted in both, and it is exactly 44', which is correct. There is no 10" extension.

  
  

  Customer response

  05/08/2022

   I am rejecting this response because:
  
  Home Nation response to #1. Our property lot is located in ******** *** Recreational District (****). I have attached the November 2022 **** Guidelines which state that an application must be submitted with proper plans for the home, carport, and shed. The Architectural Review and ***************** then approves or disapproves before construction of the property, or the home is placed on the lot. We were given the completion offline date of February 21, 2022. We consistently asked if the paperwork was submitted to the ***** This was done by text messages, phone calls and emails. You need the Brevard County approval and both approvals should have been obtained before February 2022. That did not occur. My wife called the **** and asked about the paperwork and was informed that the paperwork was not all submitted, and the home and preparation of the lot could not be done until approval was obtained. We cancelled 2/21/22 after we received a phone call that day that the home was to be delivered that day. We knew that was wrong because we were there at ******** *** and knew no completed paperwork was given to ****, approval not obtained, and no work was done on the lot to prepare for the delivery of the home. Late afternoon we received a message that the home was not to be completed until August 2022.We had had enough of this company and drove to *****, ** and cancelled the order. See attachments 1a and 1b.
  
  
  In the attachment November 2022 **** Guidelines it details the dimensions the home must be, and the requirements of a utility shed and carport. Note utility shed on survey is **** sq ft. The minimum is 48 sq ft. The home measures 44 feet but with utility shed, porch of 6 feet, the carport of 11 x 18 feet, and that the lot slants it would not fit. The letter from Brevard County states that there may be other specifications that are required which in this case is from the **** and the ****.
  
  We were told by the President of Home Nation, *********************, several times in person and by phone calls that we could get our money back because of all the changes and delays. He stated on 2/21/22 to give him some time and we would get out money back. We feel we have. Plus, in attachments 3a, 3b, and 3c the was to secure the loan, help the interest rate and the preparation of the lot. The attachment on refund ******* has stated that Home Nation has received refunds from a couple of places. We feel it has been enough time that Home Nation should send us our money back.
  

  Business response

  05/17/2022

  Hello, your **** permit was submitted with everything except for your survey as we were still finalizing dimensions on where your home, carport, shed, and patio would go. This should not be news, this was clearly communicated. The **** would not accept permit submission without a finalized survey, and finalizing your survey was actively in process at the time of you cancelling your order.

  Your home was scheduled to be delivered to our sales lot for temporary holding as it was understood that the **** would not allow a home to be delivered without permit approval, this was also clearly communicated. 

  We do not have any control over manufacturer offline dates. They updated us about your August offline date, and we relayed that information to you. We tried to negotiate for a sooner offline date with the factory, however, they would not approve anything other than August.

   

  **** will be revisiting your file soon for a review on your refund status according to the refund provisions outlined in your sales agreement.

  Customer response

  05/19/2022

   I am rejecting this response because:
  
  The paperwork that needed to be turned into the **** are 2 sets of building plans,2 sets of specifications and 2 copies of the plot plan. All of these complete in showing how the utility shed, carport, shed and manufactured home was going to set within the limits of the property. The only thing submitted was the attachment which was the survey. But Home Nation was missing several items. My wife called and the ******** *** Recreational District stated that the engineering plans were missing and that they had informed Home Nation of this.My wife sent several text messages, emails and phone calls on when and if the paperwork was complete and sent to the ****. A few days before 2/21/22 we called and asked if Home Nation had turned in the paperwork.  They had not so at that time the home could not be placed on the lot because it was not approved.
  

  Home Nations response is so wrong and untrue. It was clearly communicated that Home Nation did not know what they were doing. We knew the home was to be delivered to the sales lot as we discussed this with *******.  However, we got two phone calls from Home Nation employees on 2/21/22 congratulating us on the home being delivered on our lot and we informed them that they were wrong.
  We also got a phone call a week before wanting to get things finished on our loan for the home. We informed them that we would not go further with anything until we saw the lot done and ready for the home which the only thing we ever saw was the lot mowed from our lawn service we hired and survey markings.
  

  Home Nation did not relay the information regarding the August offline date.  We inform them.  We received an email from the manufacturer which we had attached in an earlier response. We never were told of them negotiating with the manufacturer of a sooner date. On 2/21/22 after no home was delivered and notice of August offline date we went in the late afternoon to the Home Nation in *****, ******* and spoke with ***** and then with the ********** ********************** **** accepted our cancellation and agreed with the refund of our money. He stated to give him some time and he would refund the money. We feel we have given sufficient amount of time.

  
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered into a contract for the purchase of a used Mobile home. I paid ****** down and the remaining ****** and any set/deliver fees to be included. Three weeks ago I received a call from *****, the sales person, who's father is the owner that the home couldn't be delivered. It was vacant 7 years and in trees they couldn't get it out. He asked me to give my bank information and he would reimburse the ******. I text the next day to ask when the funds would be processed and the run around and excuses started. He then told me per contract the home has to be sold first. I asked if it is trees how is it going to be listed and sold? No response. The contract states, it would be returned within 14 days with written request and that was done. It has now almost a month. My family is displaced and needs the immediate return of these funds so we can get another home. This is not right!

  Business response

  03/16/2022

  There are more details to this sale regarding why the home couldn't be sold and communication between Home Nation and the customer, however, those details are irrelevant now. This deposit has been returned.

  Customer response

  03/21/2022

   I am rejecting this response because:
  
  There we're not many reasons, it was their reason. It took them months to respond to this complaint. I advise consumers to do proper research regarding this company. It took them 6 months to return the large deposit and then had to do it in two installments. Please check with many different agencies regarding their business practices and complaints. They said I couldn't get the home due to my inability to obtain finances, however after I was finally able to get a return of my large down payment, I was approved for financing of a beautiful, brand new modular home. Please use caution! 

*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. ↩