Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. As mentioned in our previous response, the manufacturer approved Ms. [redacted] for an even exchange on 6/21/17. Our records show as of 7/31/17, Ms. [redacted] has not initiated the approved exchange. Ms. [redacted] may visit her nearest Conn's location at her earliest convenience to process the exchange.We also show that Ms. [redacted] was approved for a $150 for her food loss claim; no addition credit is due at this time.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Mr. [redacted] has regarding account(s) [redacted] and [redacted]. We have a more than *20-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact...

information is located on Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at *-877-358-*252, or on-line at www.conns.com.    Mr. [redacted] stated in his complaint that: he called in 20*7 to pay off his accounts; Conn’s would not take his payments; and he would like the accounts removed from his credit report. . Our investigation reveals that: Mr. [redacted] contacted Conn’s on May 3, 20*7 and was informed his accounts were sold; Once an account is sold, Conn’s no longer services the account; and Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the delinquent status of the account due to payments not being made timely. According to our records, Mr. [redacted] signed a 24-month retail installment contract on July 4, 20*3.  That contract created account [redacted]0 and he agreed to have his minimum monthly payment of $37.59 due on the *6th of each month.  Our records further indicate Mr. [redacted] signed an 18-month retail installment contract on October 18, 2013.  That contract created account [redacted] and he agreed to have the minimum monthly payment of $30.51 due on the18th of each month. On June 30, 2014 accounts [redacted]0 and [redacted] were charged off due to payments not being made timely.  The accounts were sold to [redacted] on September 17, 2014. Once an account has been sold, Conn’s no longer services the account.  Mr. [redacted] contacted Conn’s and was advised that his accounts were sold to [redacted].  He was informed that since the accounts were sold, Conn’s was unable to service the accounts and he was given the phone number to contact [redacted].  Mr. [redacted] will need to contact [redacted] in order to assist him with the accounts.  He may reach them by calling [redacted].  Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the sold status of the accounts due to payments not being made timely.  If his credit reports reflect anything other than sold, he may fax a copy of his credit report to [redacted] for further review. Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 4/21/15, Mrs. [redacted] purchased a [redacted] living room set which consisted of three pieces ([redacted] sofa, daybed, and corner sofa) with a 36-month Furnituregard Plan on all three...

pieces.  At the time of purchase Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy which states: No Returns/Exchanges on – Furniture, mattresses, & décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** Mrs. [redacted] also signed her invoice acknowledging she was provided a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered products.  Mrs. [redacted] elected to have her items delivered; which were completed on 4/25/15. We researched Mrs. [redacted]’s complaint and found an exchange was approved on 9/22/15 for Mrs. [redacted] to replace her corner sofa.  Our records show Mrs. [redacted] initiated her exchange and her new corner sofa model ([redacted]) was delivered and received in good order on 10/23/15.  After Mrs. [redacted]’s exchange was completed in October 2015; she contacted our service department on 2/08/16 regarding her [redacted] sofa; stating the unit was sinking in.  A service call was scheduled; during the inspection the serviceman found the lower back seat frame broken.  The serviceman repaired Mrs. [redacted]’s [redacted] sofa on 3/07/16; by replacing the lumber and installing new screws and metal brackets.  He drilled, screwed, and braced the seat frame.  Mrs. [redacted] contacted us again regarding her [redacted] corner sofa and daybed; stating the sectional had a hole in it.  A service call was scheduled; during the inspection the serviceman the seat decking torn beyond repair, the [redacted] and RSF loose seat cores collapsed beyond repair.  Under the Terms and Conditions of the warranty an exchange was approved on the item that was non-repairable model ([redacted]).  However, as a gesture of goodwill we have agreed to exchange the remaining pieces models ([redacted] and [redacted]).  Mrs. [redacted] has been issued a credit up to the original amount she paid which was $2,499.99 to reselect a new furniture set.  Mrs. [redacted] may visit her nearest Conn’s location to initiate the exchange and schedule delivery.   If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

I don't have any documentation.  The gentleman that came by took pictures.  I did not purchase the extended warranty but that it should be processed under the manufacture warranty.

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. As mentioned in our previous response, Ms. [redacted] signed invoice included the list of product and the additional surcharge she agreed to purchase. We provide our customer the option to receive their invoice via email or a print copy. Ms. [redacted] signed a Electronic Record and Signature Disclosure acknowledging that she agreed to receive her documents via email.As previously stated, Ms. [redacted] did not provide a copy of her homeowner's/renter insurance at the time of purchase but was instructed on how to proceed with the cancellation to receive a credit to her account. We have confirmed with our Insurance Department that as of 5/25/17, we have not received Ms. [redacted]'s cancellation request or declaration page to cancel Conn's optional insurance coverage. Ms. [redacted] may use the form provided in our previous response and send a copy of her declaration page to cancel the insurance and receive a credit.Our records show we received Ms. [redacted]'s warranty cancellation request and a credit of $834.67 was applied to her account on 5/12/17. Please be advised that the credit is applied to Ms. [redacted]'s total balance and does not change her monthly payments. We have attached a copy of Ms. [redacted]'s loan ledger for her records.In regard to the price guarantee, we confirmed that Ms. [redacted] was unable to provide the required documents in order to take advantage of our price guarantee. Conn's Price Guarantee states: We want you to be confident in your purchase from Conn's. If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we'll match it*. No questions, no hassles. It's that easy. *Includes in-stock products only and those without other promotional, finance or clearance offers. Price match policy does not apply to computers.We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process and we appreciate her for bringing her concerns to our attention.

Thank you for the opportunity to
respond to Mr. [redacted]’ complaint. Our records show on 5/20/14, Mr. [redacted]
purchased (sold as is) floor model LG French Door refrigerator which was...

sold
at a discounted price of $1450.00 and elected to purchase a 24-month Repair
Service Agreement Plan. Mr. [redacted]’ refrigerator was delivered and signed as
received in good order on 5/31/14; no problems were reported regarding damages
or installation.
We researched Mr. [redacted]’ complaint
we found he contacted our service department on 8/17/15 stating his
refrigerator was not cooling. A service appointment was scheduled for 8/18/15;
during the inspection the technician reported the refrigerator had an internal
freon leak which is non-repairable.  After
reviewing the technician’s findings, Conn’s approved an in-store credit to
re-select any item for up to $1450.00 under the Terms and Conditions of the
Repair Service Agreement Plan.  Based on
the information Mr. [redacted] provided in his complaint we have agreed to send
another technician to inspection his refrigerator for possible repairs. Mr.
[redacted]’ has been contacted and a service appointment is scheduled for 9/11/15.
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at [redacted].
Kind regards,
Kathryn J[redacted]
Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions about his...

purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Ms. [redacted] stated in her complaint that: she was not aware of the interest charges on the account; she would like to return the product; and she believes the restocking fee should be waived. Our investigation reveals that: we are unable to locate an account with the information provided. Conn’s is unable to locate an account with the information provided by Ms. [redacted] as the name, address and phone number are not associated with a Conn’s account.  If Ms. [redacted] would like to provide the account number or any additional information, we will be happy to research her concerns further.  Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I have reviewed what Conn's has said however, I am a Christian and so when we had the miss hap with my grandchild and the candle I didn't call to get any resolution, until the couch and the rest of the set started breaking down structurally. I had found my warranty and it did in fact in fact cover accidents, from your kids, pets etc. Even though there was no damage on the couch from a pet. A puppy that I kept had chewed on the leg of my coffee table and I didn't say anything because it was are fault. However, the couch should not of sunk in the middle, and the recliner shouldn't of fallen apart and most definitely should all of them the material should not be falling off so bad that I literally have patches of it on the floor everyday. I showed the adjuster because it was just starting and he ignored it.The mattress was 4 years old or less and mattress should last at least 8 years. Most of the time 1 grown adult of 200lbs slept in a king size bed. There was no soil but what you would normally find. Until I realized it was under warranty we had slept with that side of the bed broken down and put pillows, underneath to raise it up. The gun got pushed under the broken coils by pushing pillows under there to lift the sunken bed up because at the time we couldn't get another mattress. The adjuster saw us pull the pillows out and I believe one of the pictures showed them because after the refusal to stand behind the warranty I called and talked to a lady who told me she could see it.  This is not a case of trying to get free merchandise but rather wanting Conn's to stand behind what they sell. I have purchased a lot of furniture and NEVER seen such a thing. I have a bedroom suit I bought 17 years ago, from another place and it still looks brand new. We have been a loyal customer and you can spend thousands on advertising, but nothing beats Word of Mouth. As soon as the adjuster left I knew, we wouldn't get a resolution by the way he acted, I am not saying he is prejudice but as soon as he saw this was a mixed family his attitude changed. You should be for your customer and not against them. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, Mrs. [redacted] was able to take advantage of the manufacturer’s 120-day Trial and exchange her original mattress. [redacted]’s Comfort Guarantee has a limit of one trial offer per each customer. The Terms and Condition of the [redacted]’s 120-Day Trial is displayed on all qualifying mattresses. Although we cannot confirm verbal communication between Mrs. [redacted] and her sales representative, Conn’s has a NO return/exchange on all mattresses which was provided to Mrs. [redacted] at the time of purchase and can be found online. Any other mattress Mrs. [redacted] re-selected would not qualify to be returned or exchanged a second time. Again, we are unable to honor Mrs. [redacted]’ request to return/exchange her mattress. [redacted]’s 120-day Trial is a one-time offer and Conn’s has a NO return/exchange policy on all mattresses. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on12/27/16; Mr. [redacted] purchased a [redacted] reclining living room set which consisted of three pieces (power recliner, power sofa, and power loveseat) with a 36-month Furnituregard Plan on all...

three pieces.  The furniture Mr. [redacted] elected sales tag indicated that the material of the furniture was (Heavyweight, durable Valentino bonded leather touch); we have included a picture of the sign place near this furniture group in our response, this information can also be found on Conn’s website athttp://www.conns.com/nobel-living-room-reclining-sofa-loveseat-power-6404.html...⇄ Mr. [redacted] received a copy of Conn’s Return and Exchange Policy at the time of purchase.  We show Mr. [redacted] elected to have his furniture delivered.   After researching Mr. [redacted]’s complaint, we found the day of delivery (12/31/16), Mr. [redacted] received his power recliner and power loveseat in good order; however, the sofa was damaged; therefore, he refused the sofa, and we rescheduled delivery for the following day.  On1/01/17, we attempted to deliver Mr. [redacted] a new sofa; however, Mrs. [redacted] refused the sofa and stated that she did not want the unit because it was not genuine leather.   At this time we are unable to honor Mr. [redacted]’s request to return or exchange the loveseat and recliner which was accepted and received in good order.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **As mentioned above the sales tag for the furniture Mr. [redacted] selected indicated the material was(Heavyweight, durable Valentino bonded leather touch).  Since the sofa was refused and returned; we can cancel the sofa upon request and issue a credit, or Mr. [redacted] may contact us to schedule the sofa to be delivered.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/27/17, Mrs. [redacted] elected to purchase a [redacted] dresser and chest and an [redacted] mirror. We show Mrs. [redacted] signed her invoice acknowledging she was aware of the items listed...

and agreed to purchase the merchandise. Although Conn’s has a No Return/Exchange policy on all furniture, we have agreed to allow Mrs. [redacted] to return the mirror only in attempts to resolve this matter.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 5/15/15, [redacted] purchased a ** French Door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan. We researched [redacted] service history and found on 8/23/16,...

she was approved for an exchange under the Terms and Conditions of the RSA plan due to excessive repair needs. Our records show [redacted] re-selected a different ** French door refrigerator which is scheduled for delivery on 8/26/16. We sincerely apologize for any inconvenience [redacted] experienced as a result of the delay.   If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, Dyeisha W[redacted]Customer Relations

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Thank you for the opportunity to
respond to Mrs. [redacted]’ complaint.  Mrs. [redacted]’ has been contacted
and her concerns have been addressed.  If
we may be of further assistance, Mrs. [redacted]’ may contact our Customer
Service Department at ###-###-####.
    


Kind regards,
 
 
Kathryn [redacted]
Customer Relations










9/28/2015






Complaint

I have three consumer accounts with Conn's and was offered a consolidation, paperwork was sent out to me on 7/13/15, various documents requiring my signature, including a new contract with new payment date and payment amount (but not a new account number). The directions stated to sign, date and FAX...

back to them which I did on 7/23/15 at 8:45am in the morning. I did not hear a thing from them as to the status and on 8/5/15 I called customer service (knowing the payment for the consolidation was due on the 8th of every month) inquiring on the status and what my new account number was, I could not get this information, all that anyone has been able to tell me is that my account was in the Consolidation department and I should hear something soon. This does not stop the collection calls, every day, 7 to 10 times a day on the three accounts that were showing past due, but NO ONE could give me an update on the Consolidation and with it being in that department you do not have to make a payment till the consolidation is complete. Last week I get a call that the Consolidation was canceled because I did not get it to them in a timely manner. (please look back at my dates above and I have paper proof) and I owed all back payments, late fees and interest and until that was done I could not be considered for a consolidation. Well, as of Tuesday September 15th, I was offered an amount to get caught up and current and would like to start the consolidation process again but all the phone numbers I have been given have been bogus, two of them went to full mailboxes and the other to a poor guy in their IT department named Mike who had no clue on to who I needed to call. It is very obvious this company has no concern for it's customers, really does not care how we are treated or mistreated, I did requested to talk to supervisors when I would answer one of the relentless collection calls, they were of no help as well, this should have been a simple matter, all documents including a new contract were signed and sent back per their instruction and request. I am starting to think there is no such thing as a Consolidation Department.







Desired Resolution

I would like to be contacted by someone in the Consolidation Department who will take care of the following: I want my account to be consolidated and my monthly payment reduced as per the original contract and give me their direct line and email information so I can communicate with them.

Consumer Business Dialog

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she paid her account balance in full but Conn’s made her pay an extra payment.   According to our records, Ms. [redacted] signed a 32-month retail installment contract on July 5,...

2014.  This contract had a maturity date of March 5, 2017.  Ms. [redacted] agreed to have her minimum monthly payment due on the 19th of each month.  On August 6, 2014, Ms. [redacted] requested a due date change to the 27th of each month.  We processed the due date change request.  Additionally, on February 2, 2016, Ms. [redacted] requested a second due date change to the 1st of each month. We processed that request.   Although the due date changes that were requested were processed, the maturity date of the contract does not change.  Ms. [redacted] made her final payment on March 8, 2017 and her account is now closed.  We have attached a copy of her signed retail installment contract and payment history for her records.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1) that we did not show up for her scheduled appointment.   Our investigation reveals that: 1) Ms. [redacted] was scheduled for a remote technician to diagnose her unit on 5/18/17 over the phone.      Our records show on 4/25/17, Ms. [redacted] purchased the [redacted] living room furniture and received a free 50”[redacted] with her qualified purchase. We show Ms. [redacted] elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage Plan for her television. Ms. [redacted]’s items were delivered and signed acknowledging they were received in good order on 4/27/17.   We reviewed Ms. [redacted]’s complaint and found that on 5/15/17, she requested service for her television using our online service portal. Our record show Ms. [redacted] contacted our Service Department on 5/18/17 stating she received an email confirming she had a service appointment today. However, Ms. [redacted] was advised that her appointment was scheduled for a remote technician to contact her today between 8-12 pm in an attempt to diagnose the unit by phone. Ms. [redacted] requested that a technician came out to her residence that day to assess the unit but was informed that our first available date for an in home inspection was 5/19/17. Ms. [redacted] requested her service appointment to be scheduled for 5/26/17 upon inspected the technician found the boards needed to be replaced.  Once the parts became available, we attempted to complete the repair, but the parts did not repair the television.  We have contacted the manufacture on Ms. [redacted]s’ behalf, and they have agreed to exchange the television.  We attempted to contact Ms. [redacted] on 6/13/17 to inform her of the approval, but we were unable to reach her at the time.  Ms. [redacted] may visit her nearest store to initiate the exchange and schedule delivery.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 5/13/16, Mrs. [redacted] purchased a [redacted] high-efficiency top load washer and a top load electric dryer that came with a limited 1-year manufacturer’s warranty on both units; no additional RSA...

coverage was purchased through Conn’s.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee.  Mrs. [redacted] elected to have her washer and dryer delivered; which was completed on 6/03/16. We researched Mrs. [redacted]’ complaint and found she contacted us on 6/05/16 regarding her dryer; stating the unit was making a loud noise.  Mrs. [redacted] was redirected to delivery since her dryer was delivered two days prior.  An appointment was scheduled; during the inspection the delivery team was found to be working up to the manufacturer’s specifications.  The associate was unable to duplicate the problem Mrs. [redacted] had experienced.  After further review we did not find where Mrs. [redacted] contacted us after the inspection was completed.  We attempted to contact Mrs. [redacted] on 6/15/16 on three separate occasions to schedule a new appointment to inspect her dryer; however we were unsuccessful in our attempts.  A message was left for Mrs. [redacted] to return the call.  We ask that Mrs. [redacted] contact us directly at 1-866-765-1513 for further assistance. Kind regards,  Jana A[redacted]

Our records show on 4/14/14, Ms. [redacted] purchased an
[redacted] notebook and a 25 month Repair Service Agreement with Accidental Damage
coverage.  Ms. [redacted] contacted our
service department on 3/24/15 stating “the screen was coming loose from the
keyboard”.   Ms. [redacted] was advised...

to
bring the notebook to the store for service access however the service order
was cancelled on 3/30/15 because Ms. [redacted] did not bring the notebook in for
service.  Ms. [redacted] brought the [redacted]
notebook in on 3/31/15; the technician assessed
the unit and found the back cover was broken as well as the bezel and
hinges.  We contacted Ms. [redacted] regarding
the damage and she described the cover was opened aggressively therefore we
agreed to replace the unit under the accidental damage coverage.  Our records show Ms. [redacted] upgraded to a **
notebook on 4/21/15 and purchased another 37 month Repair Service
Agreement with Accidental Damage coverage. 
Ms. [redacted] contacted us on 9/3/15 stating her notebook only work with a
charger.  Ms. [redacted] was advised to bring
the notebook with all accessories to the store for service access, however, the
service order was cancelled on 9/11/15 because Ms. [redacted] did not bring the
notebook in for service.  Although we are
unable to honor Ms. [redacted] request to return her notebook we are committed to
repair under the warranty terms if service is needed.  Ms. [redacted] will need to bring the notebook
with all accessories to the store for further assistance.
In regards to Ms. [redacted] account we have attached a
copy of her contract which was signed at the time of the exchange.  Ms. [redacted] new invoice totaled $1,374.75
after the replacement credit of $974.24 was applied to the invoice the
remaining balance of $400.51 was added on to her current account.  Ms. [redacted] signature acknowledges at the
time she was aware.
Kind regards,
Kathryn [redacted]
Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Sent: Monday, December 28, 2015 8:39 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I would like to thank Conn's for clearly stating their return/exchange policy in bold print. It clearly states return/exchange if found defective by a service technician. Nowhere does it state exchange only. Since they were clearly stating their policy, nowhere does it say  additional insurance is required nor was I ever offered any additional insurance except for homeowners which I did purchase.  I have never been given an explanation why the 45 day sleep guarantee was also never honored. Yet when I purchased the mattress I was told it came with 120 day sleep guarantee.  In Sept when I received the 2nd defective mattress I tried then to just exchange the mattress and box spring for a different name brand mattress but they also at that time refused to do that stating that the bed frame did not meet manufacturer's standards. Yet the1st defective mattress sitting on the exact same frame did.  They did nothing to resolve this problem until Nov 30th. I will agree to exchange the mattress and box spring only if Conn's accepts responsibility for taking so long to resolve this problem an waivers all late charges an interest and the account still has 12 months same as cash with no interest charged if paid in full by July 28th of 2016..exactly as it was when I purchased it.  I am not responsible for causing this problem or their negligence in resolving it..so I certainly shouldn't be expected to pay for it. Thank you again for resolving this matter.[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/28/2016 and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding a Conn’s credit application.  Mr. [redacted] stated he would like his credit application approved.    According to our records, Mr. [redacted] submitted a credit application through conns.com.  The application is...

currently on hold pending additional information.  Mr. [redacted] may contact our customer service department to find out what additional information is needed to complete the credit application process.    Conn’s values Mr. [redacted] and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]