ComplaintsforDrury Hotels Company, LLC

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made reservations for convention but the dates were changed. Cancelled in September of 2023 for reservations in January of 2024.

  

  Business response

  02/07/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ******* *****
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Plaza Hotel Columbus Downtown (“Hotel”).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the “BBB”) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all Drury hotels.
  
  We are sorry that Ms. ******* ***** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drury’s Advanced Purchase policy.
  
  Ms. ***** states in her complaint that she cancelled her reservation in September 2023 to book the correct dates. After investigating, we discovered that Ms. ***** made four (4) different reservations at the Hotel: two (2) reservations through Drury’s reservation system and two (2) advanced purchase reservations through a thirty party. Ms. ***** occupied the two reservations made through Drury’s reservation system.
  
  Ms. ***** made non-refundable, advance purchase reservations through a third-party. To receive a refund for a non-refundable, advanced purchase reservation, Ms. ***** will need to submit an Advanced Purchase Hardship Request through Drury’s website. Once a request has been submitted, Drury’s Advanced Purchase Hardship team will review and follow up directly with Ms. *****.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. ***** 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 31st, we stayed at the hotel in one of the largest rooms they offer. The hot water broke in the morning and my wife was unable to take a hot shower. We notified the hotel and they said they would discount the room as a comp. 2 people called me saying the ** of the hotel would give me a call and I never received a call. I had called back 2 times as well.

  

  Business response

  02/07/2024

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint Mr.*********************
  
  Dear Sir or Madam:
  
  My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites ******* ************* (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  Mr. ********************* states in his complaint that he and his family were staying at the Hotel for one night. The morning after check-in, while attempting to take a shower, Mr. ****** wife discovered the hotel room did not have hot water. ************** informed the hotel his hot water was not working and states he was informed he would receive a call from the Hotel General Manager as well as a discount to his reservation.
  
  Upon investigation, the **************** team has confirmed that they were unaware of Mr. ****** experience while a guest at the Hotel. Immediately upon hearing of Mr. ****** experience, and as a gesture of good faith, the ************* Manager refunded Mr. ****** stay.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for *************** 
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***************************
  Paralegal

  Customer response

  02/07/2024

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

  Customer response

  02/08/2024

  The **************** was aware of the hot water issue and my credit card did not show a refund. I have disputed the chanrge based upon Drury saying they would refund the room.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at Drury Inn on Saturday December 16th. After paying $196 online plus a $50 deposit when we got there, I noticed today that our deposit hadn’t been refunded and there was an unauthorized charge of $250 off of my card. They said there was evidence of smoking in the room.i don’t smoke and neither does my boyfriend so I was puzzled. Of course the maid that said there was “evidence” was somehow unavailable to talk to me today. I want my money back. I’m also filing a police report on this matter.

  

  Business response

  12/21/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ******* ******
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn and Suites St. Joseph (“Hotel”).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the “BBB”) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all Drury hotels.
  
  We are sorry that Ms. ******* ****** is upset about her stay at the Hotel, but it appears we simply enforced Drury’s non-smoking policy. 
  
  Ms. ****** indicates in her complaint that she was wrongly charged a $250.00 cleaning fee after checking out of the Hotel. On December 17, 2023, after Ms. ****** checked out, the Hotel’s housekeeping team noticed a strong smell of smoke in Ms. ******’ room. Additionally, housekeeping discovered a cigarette butt in the sink and a soda can with ashes in it and around the rim in the trash can. Housekeeping took photos of these items before cleaning the room. The room was removed from the Hotel’s inventory from December 17, 2023, through December 18, 2023, due to the heavy odor.  The Hotel completed additional cleaning procedures to eradicate the odor. 
  
  Drury has strict guidelines and procedures as it relates to safety and cleanliness – and smoking in our hotel rooms is simply not tolerated.  It poses not only a safety risk to all persons at our hotels, but also does not provide a clean and healthy environment for our team members and guests.  Drury policy is very clear that if a guest is found smoking and/or vaping in their hotel room, they will be charged a $250.00 cleaning fee.  Since there was evidence Ms. ****** was smoking in her hotel room, the Hotel took the appropriate action in charging her the $250.00 cleaning fee.
  
  Ms. ****** further indicates in her complaint that she reached out to the housekeeper but was unable to connect. Ms. ****** is welcome to discuss this matter further with the Hotel’s General Manger.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. ******.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made reservations online through Priceline.com and as soon as I placed the reservations I noticed I placed the wrong day. It was placed on a Thursday 12/21 and I needed a Thursday 12/28. I immediately called and told them of my mistake. The told me they couldnt change the date it had to be changed through a request online. I made the request online and they denied to change it. I am out ****** because a typo error and they refused to work with me. They have availability because I immediately went back to reschedule and it allowed me to try to book the day I wanted. The email I got AFTERi booked said no cancellations but when I booked it it said I could cancel till 12/15?? Im confused as to why they wont even work with me.

  

  Business response

  12/15/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint *****************************
  
  Dear Sir or Madam:
  
  My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury *********** ******** Downtown (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that ***************************** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding.
  
  ****************** booked her reservation through a third-party provider. After making her reservation,****************** discovered she accidentally reserved the wrong date. ****************** stated she contacted the Hotel to adjust the date of her reservation and was denied. Unfortunately, Drury does not have record of receiving this request from ******************.
  
  Upon learning of Ms. ******** request, Drurys Advance Purchase Hardship Team located and updated Ms. ******** reservation to the requested dates.  
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ******************.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ***************************
  Paralegal

  Customer response

  12/15/2023

  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. I have attached the response from the hotel that resulted in my complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online reservation 2 months in advance and clicked the wrong button by accident and reserved the wrong room with a non-refundable rate. I called right away, not to cancel, but to change the room and to change the rate in case we had to cancel due to unsafe winter road conditions. The call center was not able to help me and told me to file a complaint on their website. I filed a complaint on their website and they were able to change my room, but they were not able to change to the refundable rate. I am frustrated because it was a mistake, I clicked the wrong box on their website and I called right away to fix it. Most hotels and airlines have a 24 hour policy so they can fix it if you make a mistake when booking. But Drury is not willing to change the rate for me to the refundable rate even though I contacted them immediately and said that I made a mistake and clicked the wrong box during booking.

  

  Business response

  12/11/2023

  Dear Ms. ****,

  The reservation made as an advance purchase has already been cancelled and refunded.  Please allow 7 - 10  business days for the refund to reflect on your account. You have a reservation that is not advance purchase for February 2nd for two nights.

  Sincerely,

  ***** *****
  Customer Service Manager
  Drury Hotels Company, LLC

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They Have BedBugs In Their Rooms That My Pregnant Fiance Who Does Housekeeping Had To Clean Now We Are Starting To Get Bit And Have Seen And Killed BedBugs And They Act As If They Are Not Responsible. A Guest Complained About Them And Was Moved To A Different Room And They Never Treated The Rooms For The BedBugs. If This Gets Out Of Hand We Could Possibly Be EVICTED For Their Mistake And We Have Two Little Kids At Home And Another Baby Due In January. They Need To Fix This Problem A.S.A.P.

  

  Business response

  11/08/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Mr. ******* *******
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn & Suites Collinsville (“Hotel”).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the “BBB”) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all Drury hotels.
  
  Drury’s success depends in a large part on providing a clean and safe environment for both Hotel guests and employees.  Drury is proud of its comprehensive policy regarding pest infestation and maintains a partnership with a nationally recognized pest control company. When notified of a suspected infestation, the Hotel immediately implements the protocol specified in the then-current policy. At a minimum, the Hotel will immediately quarantine the suspected room and arrange extermination.
  
  Additionally, Drury has internal policies and procedures regarding employment-related complaints. As this complaint relates to an alleged active employee, Drury must respectfully decline providing further information regarding this specific matter.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal

• Initial Complaint

  10/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation at the Drury Inn Medical Center ***********, thinking I was making the reservation for today 10-29-2023 for 1 night when instead it was for 11-28-23, a month later. I immediately saw that I had made a mistake and canceled the reservation with Expedia but they said that the reservation was canceled but I must contact the property to get a refund for the deposit. I called the property and the clerk said that I had to cancel through Expedia. I asked to speak to the manager, I was put on hold and shortly there after was disconnected. I am an old ******* veteran that is fighting cancer, every ***** counts, I really need this refund. Thank you

  

  Business response

  10/30/2023

  Dear ****************,

  Thank you for reaching out.  I see the reservation was booked and canceled 7 minutes later. due to the error in date.   Since this was such a short time I have adjusted off the fee as a courtesy and posted a refund back to your account.  YOu will see this refund in **** business days.

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

  Customer Service Manager

  ********************** LLC

  Customer response

  10/30/2023

  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

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used ***********. It was in the month of September because it was September. I placed my reservation while the calendar said September. I placed it and it went to a immediate finalization. I totally thought it was placed. Then I looked I seen the date was for October 21st! I was stunned! I was like OK I will place a new reservation. I placed another reservation seeing the calendar in September because it was September. I clicked it and again it went through immediately. I thought it was placed correctly. I get to the hotel and they tell they can't find my reservation. I was like I absolutely made it. I find my confirmation number and show it to him and as I do that I see it says October 22nd. I was flabbergasted. They said it was non refundable! I said but it was a glitch in the system. They said didn't matter! I filed a hardship case what they call it. And I get an email saying we are going to refund this one time. Then I get another email from someone saying we're not going to refund. These people are being corporate dictators. This is a complete abuse of power and bullying. I am a poor man. Going and staying there was a once every 2 years thing. They really did a heinous thing to me without reason. I don't know how this is even logical! But it is indeed the truth and that makes it very hard to accept there complete lack of regard for people who are there customers and have made them what they are. This to me seems very very illegal!! Respectfully, ******* ********

  LOCATION INVOLVED:

  Drury plaza hotel denver westminster
  10393 Reed st
  Westminster CO, 80021

  

  Business response

  10/04/2023

  Dear *** *********

  Thank you for reaching out.  I was able to locate two reservations at the Drury Inn & Suites Denver Westminster.  They were for 10/21 and 10/22.  Both reservations are showing canceled and refunded.  These refunds were processed on 9/30/23 and can take up to 7-10 business days to be reflected on your account.  If you have any other questions you can reach out to us directly at [email protected].

  Sincerely,

  Drury Hotels Customer Service

  Customer response

  10/05/2023

  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

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve spent probably 10,000 at the Drury over the last 5 years and probably stayed there nearing 100 times. We’ve stayed there numerous times in between homes. I’ve never encountered an issue that I was aware of. I have a son with a severe neurological condition - special needs - severe seizures. He can be disoriented or loud sometimes but mainly the list grateful and loving human being God created. I’ve remembered dogs and elderly woman him interacting with at the hotel. I have referred many people to the hog. We stayed there again last year in between homes and this year at the end of August, I. Between a home purchases. The incident I believe took place on 9/1. My children (2) stayed there with my older daughter who is 18 - I had zero issues - I paid $350 around that amount on 9/1 I believe cia ********* and called the hotel and a asked if we needed to move rooms I booked another night . The clerk stated there wasn’t more rooms but I stated I paid ********* and it stated I have a room. I was 30 mins away finishing up with my home, and asked if there was issues please call me. My money was taken and I’ve never in hundreds of bookings had ********* book a room that wasn’t available and take the funds. When we came to the Drury around maybe 6pm I went to the desk to get new keys. The manager (a woman with dark hair and a clerk) were extremely rude stating I have no room and I was told to move my things, which is a family, I asked them Tk call if there was an issue and I received NO call. I was charged from ********* around. $350 for one night. The manager literally states in front of a lobby of people how I’m on a do not rent lists and continues to humiliate me in front of many people. I question it, because I’m a Drury rewards me member : i received no call and she proceeds to tell ‘em in front of all these guests how they’ve had to comp rooms because of us, my son ran threw the lobby screaming etc saying there’s “notes pages of notes on me” which I have never been informed of in all of the times I’ve stayed. U have a special needs handicapped child. I don’t believe you can discriminate if he had an issue but that’s clearly the problem but I’ve never received a phone call or message. We stayed there last year as well. I’ve paid thousands of dollars to tahy hotel. She had taken all of my Childrens belongings and threw them in a bin that you put disgusting dirty laundry in. It was humiliating and a violation of ADA and civil rights - humiliating and not how you treat someone who’s spent thousands at your hotel I wouldn’t think: I am humiliated I spent days crying. My son had tons of seizures. We had nowhere to stay. It was a horrid experience and not how you treat someone who’s paying $350 and was charged for one night. I’m appalled at the lack of humanity and decency. Apparently if you have a special needs child they will give your room away without letting u know. I contacted corporate 3 times. I missed initial call and haven’t heard back. I would like dry cleaning for All of my childtens belongings and they lost items to a toy throwing their belongings in a dirty bin like It’s trash.

  

  Business response

  09/27/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ***** *****
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a ********* for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn & Suites Colorado Springs near the Air Force Academy (“Hotel”).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the “BBB”) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all Drury hotels.
  
  We are sorry that Ms. ***** ***** is upset about her experience with the Hotel, but it appears we followed our policies and procedures, including those regarding quiet hours and disruptive behavior.
  
  In Ms. *****’ complaint, she lists numerous allegations against the Hotel including the following: her belongings were moved from her room without notice, the Hotel cancelled her reservation, the Hotel did not adequately inform her of its concerns, and the Hotel violated not only the ADA, but also their civil rights. We will make every effort to address each of Ms. *****’ concerns below.
  
  Drury is proud of its inclusive culture and core values, which includes providing a travel experience that is free of disruptions for all our guests.  Drury’s success depends in a large part on providing services that make all guests feel comfortable and enjoy a restful and relaxing stay.     
  
  Ms. ***** has been a guest at this Hotel multiple times over the last year. Unfortunately, during this time, the Hotel experienced numerous documented instances of disruptive behavior from Ms. ***** and her guests, including complaints of a child wondering the halls in the middle of the night as well as multiple noise complaints. During these instances, Ms. ***** was contacted by the Hotel and informed of the complaints. Further, to fulfill Drury’s Satisfaction Guarantee, the Hotel was required to provide complimentary stays to multiple guests due to the noise complaints.
  
  Ms. ***** booked her most recent stay through a third-party provider. Due to the Hotel’s limited inventory, Ms. ***** made two separate one-night reservations. These reservations were in two different room types, meaning Ms. ***** would be required to change rooms during her stay. On August 31, 2023, Ms. ***** checked into the Hotel. Upon check-in, the Hotel front desk agent reminded Ms. ***** that she held reservations for two different room types and as such, she would be required to change rooms the following morning. The front desk agent requested Ms. ***** have her belongings gathered and removed from the guest room by noon on September 1, 2023. Ms. ***** confirmed with the front desk agent that she understood. The following day, at noon, Ms. ***** had yet to remove her items from her room. In an effort of good faith, the Hotel waited until 2:00 P.M. before removing Ms. *****’ belongings to clean the room for the next guest’s use. Due to Ms. *****’ belongings being unpacked and spread out around the room, the Hotel elected to use a laundry cart to move the belongings. The Hotel confirmed this cart was used for clean linens only. Additionally, the Hotel lined this cart with a clean fitted sheet to ensure Ms. *****’ belongings remained in the same condition as they were gathered. Unfortunately, while gathering Ms. ***** items, the Hotel discovered an uncapped, hypodermic needle among Ms. *****’ belongings, suggesting the use of illicit substances.
  
  Ultimately, the Hotel manager made the informed decision to cancel Ms. *****’ reservation for the night of September 1, 2023. This decision was made for multiple reasons including Ms. *****’ previous guest history, her failure to remove her belongings from the room, and the discovery of drug paraphernalia in Ms. *****’ room.
  
  When Ms. ***** returned to the hotel around 6:00 P.M., the Hotel informed Ms. ***** that her belongings were removed from the room and her upcoming reservation was cancelled.  The Hotel gave Ms. ***** her belongings and provided Ms. ***** a private room to pack her belongings in privacy.  
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. *****.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  *********

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They was suppose to refund us they will not return my calls or email they will refunds like they said

  

  Business response

  08/11/2023

  Better Business Bureau
  Re: Drury Hotels, Response to Customer Complaint – Ms. ***** *****
  
  Dear Sir or Madam:
  
  My name is ******* ****** and I am a Paralegal for Drury Hotels Company, LLC (“Drury”).  Drury manages the Drury Inn & Suites Huntsville at the Space & Rocket Center (“Hotel”).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the “BBB”) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all Drury hotels.
  
  We are sorry that Ms. ***** ***** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drury’s relationship with its online, third-party providers. 
  
  Ms. ***** booked her reservation through a third-party provider. After making her reservation, Ms. ***** discovered she would be unable to make the trip. Ms. ***** contacted the Hotel directly to cancel her reservation and receive a refund. Unfortunately, Drury does not have the ability to refund the original reservation since the funds were paid by Ms. ***** directly to the third party. The Hotel directed Ms. ***** to contact the third-party provider to process the refund. 
  
  Further, in an attempt to assist Ms. ***** in obtaining her refund from the third party, Drury has reached out to the third party directly, requesting a refund for Ms. *****.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. *****.  
  
  As always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  ******* ****** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩