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Element	Range of points that can be earnedor deducted (maximum to minimum)
Complaint Volume (Weighted by Complaint Age)	15 to 0
Unanswered Complaints	40 to 0
Unresolved Complaints	30 to 0
Complaint Resolution Delayed	5 or 0
Failure to Address Complaint Pattern	0 to -31
Type of Business	0 to -41
Time in Business	10 to 0
Transparent Business Practices	0 or -5
Failure to Honor Mediation/Arbitration	0 to -41
Competency Licensing	0 or -41
Government Action (per action)	0 to -34
Advertising Review (per incident)	0 to -41
BBB Trademark Infringement	0 or -41