Hotwire

July 10, [redacted] In response to Revdex.com Complaint ID [redacted] Hotwire Itinerary [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com, regarding your car reservation with HertzI understand you are dissatisfied with your recent car booking as the estimated amount of the taxes and fees indicated at the time of booking was not honored by the rental agency and charged you $more According to our records, you booked a Prepaid car at HotwireIn this type of booking, Hotwire services as the third party intermediaryWe only service the reservation process, the charges are determined and collected or billed directly by the rental agency, and thus, you are subject to the rules and restrictions of the rental provider This provider has requested that all servicing for this type of rental be referred to them, therefore we recommend that you visit their website at [redacted] or reach them at [redacted] for any billing concerns Again, thank you for allowing us the opportunity to address your concernsWe appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 13, [redacted] , IN [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with Motel Indianapolis - SouthportI understand you are dissatisfied with your booking because you feel that the property is not comparable to the hotel brands we listed at the time of bookingAs such you requested a refund Our records indicate that your reservation was a Hot Rate® Hotel reservationHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, we are able to secure deeply discounted rates from the hotels with which we do businessIn exchange, Hotwire guarantees the bookings will not be changed and will be used as bookedThis is why Hot Rate® hotel bookings are non-refundableAt Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)For our Hot Rates®, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 2.5-star collection" with a list of examplesNext to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservationIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryWe also offer select independent hotels not listed Regardless of star rating, you should expect a clean room in working order, if you encounter a problem first work with the hotel and contact us if you need help Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Please see attached email sent to business regarding refund(provided by consumer) Please find attached the email from Hotwire/Expedia confirming the cancellation of the ticket and processing of the refund that was never received as credit Thank you, [redacted]

Complaint: [redacted] I am rejecting this response because: I understand your view point but still find it unacceptable that people are coming to your site for deals and your site is not up front about additional fees My parking charges are going to be almost as much as my room and now I can not cancel and get any money back That's Unacceptable.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: thanks to Hotwire for the responseHotwire has worked with [redacted] to reserve and cancel the ticketAs more than weeks have passed since cancellation and Hotwire acted as agent for [redacted] , Hotwire needs to work with [redacted] to ensure my amount is refunded in an expedited manner, otherwise Hotwire should blacklist [redacted] on their website and not offer [redacted] ticketsSincerely, [redacted]

September 21, [redacted] In response to Revdex.com Complaint ID [redacted] , customer e-mail address [redacted] Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservationAs you indicated, you are dissatisfied with the hotel you booked because of receiving a smoking propertyAs such, you requested a refund or a transfer to a non-smoking hotel I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - First and last name of the Primary guest - Email address used to complete the reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be more than happy to research further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

April 12, [redacted] , PA [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear ***, Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your Hot Rate® hotel reservation with Rodeway Inn & Suites Windsor, ConnecticutI understand you are dissatisfied with your booking because you feel that the hotel is not comparable to the hotel examples listed at the time of bookingAs such you requested a refund Our records indicate that your reservation was a Hot Rate® Hotel reservationHot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completedThrough this model, we are able to secure deeply discounted rates from the hotels with which we do businessIn exchange, Hotwire guarantees the bookings will not be changed and will be used as bookedThis is why Hot Rate® hotel bookings are non-refundable At Hotwire, we strive for clarity during the booking processAfter searching for a hotel on our site, our customers are provided with various hotel options categorized by star rating and area(s)For our Hot Rates®, we provide an example list of specific hotels pertinent to the star rating, area and/or surrounding neighborhoodsAt the top of the list, we are sure to inform our customers of the "Hotels in our 3-star collection" with a list of examplesNext to the hotel examples, we are clear to call out that the examples shown are not guaranteed as one of the hotels a customer may receive when completing their reservationIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryWe also offer select independent hotels not listed In addition, there is no national or international standard for hotel rating systems, so individual ratings can vary by sourceWe want our customers to understand and trust the Hotwire brandTo ensure this, as we are under the umbrella of Expedia, we use their rating system and downgrade based on customer feedback To better understand your concerns, I further researched the propertyI read numerous reviews pertaining to the Rodeway Inn & Suites WindsorI found the most recent reviews were favorable citing the hotel’s location, service, friendly staff and qualityAs such, we feel that the hotel accurately reflects a star property Regardless of star rating, customers should expect a clean room in working order, if a customer encounters a problem during stay, first work with the hotel and contact us if you need help Based on that information, we are unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

I realize that there was a confirmation page and everything you've indicatedHowever, I booked it on the computer and was in a rush and out the door and was expecting a confirmation email to my phone which still remains the issueYou indicate that I could've contacted Hotwire for an additional email but I never received a first oneI understand your refusal of a refundI'm generally looking for some customer service and some assistance for a mistake I know I've madeSo I've learned now that this company has complete lack of customer service for first time customersAlso, cannot execute "going above and beyond" with assistance in contacting the hotel to work out a deal for my mistake or not even offering a credit for next timeAt the end of the day, this was Hotwires mistake for not sending me a confirmation email, which had I received, I would've realized that they had booked me for the incorrect dates and it could have been resolved Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

July 27, [redacted] Ego Dr Crestview, FL In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your hotel reservation with [redacted] I regret you remain dissatisfied with the previous information we provided As previously mentioned, you booked a Hot Rate® type of a reservationIt means that you booked a deeply discounted hotel rateIn exchange, you reservation is non-refundable, non-cancellable and non-changeable In addition, we strive for clarity during the booking processAfter searching for a hotel on our site, we then provide a more generalized list of hotel brands typical of the star rating presentedFollowing our generalized example list, we provide a link to our Star Rating GuideIn our Star Ratings Guide we go on to clarify the hotel brands mentioned do not represent Hotwires complete offering of hotel partners in the star rating category and some brands feature hotels in more than one star rating categoryIn addition, we offer select independent hotels not listed At this time, we remain confident our business model is meeting the needs of our company’s goalsAs we continually review and update the star rating of each property, we are confident the ratings accurately reflect the hotel’s overall service, accommodations and facilities Based on the information above, our decision remains the sameWe are unable to honor your refund request We appreciate your business and regret your Hotwire experience was anything less than exceptional Best Regards, [redacted] Customer Care Relations Hotwire Corporate Office

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meafter almost weeks and contacting fox news, news fix social media and all after I expressed hiring a attorney especially with my child bite marks and the videos and pictures of that establishment that hotwire advertised for they agreed to give me a Full Refund instead of $and a $COUPON in which was sadI WILL NEVER RECOMMEND Hotwire.com to ANYONE and I will let it be known they advertise and will not consider their customers experiences inconveniences discomfort being displaced die to theiradvertisement Sincerely, [redacted]

August 16, [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation with HertzI understand your dissatisfaction stems from being charged for Airport Concession Fee at Hertz rental counterAs such, you requested a refund of the additional fee in the amount of $ Agencies may charge additional fees for incidentals such as add-ons like insurance, taxes, GPS or additional rental daysAn itemized bill, listing any additional charges that you may have incurred, would have been provided to you, by Hertz, when you returned the car For us to review further, please send us the copy of your rental final receipt and credit card statement reflecting the charges for further reviewYou may send it to [redacted] as an e-mail attachmentPlease note, the review process may take seven to business days and we will reach out to you once completed We appreciate your business and regret your Hotwire hotel rental experience was anything less than exceptional.Best regards,Fortunato Co Customer Care RelationsHotwire Corporate Office

Initial Business Response / [redacted] (1000, 8, 2016/01/03) */ January 3, [redacted] CO XXXXX In response to Revdex.com case number XXXXXXXX, Customer's email address [redacted] @hotmail.com Dear [redacted] , I am writing in response to your inquiry to Hotwire and the Revdex.com regarding a hotel reservationI understand you are dissatisfied with your recent Hotwire bookingYour dissatisfaction stems from savings and the hotel you receivedAs such, you requested a refund I attempted to locate the booking you referencedHowever, I am unable to locate the Hotwire booking with the information you providedSo we may locate the reservation you are referring to, please reply with the following information: - Email address used to complete this reservation - 10-digit Hotwire Itinerary Number Once we receive this information, we will be able to search further Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our hotwire itinerary number is XXXXXXXXXX under [redacted] and email [redacted] @gmail.com Final Business Response / [redacted] (4000, 12, 2016/01/22) */ January 22, [redacted] CO XXXXX In response to Revdex.com case number XXXXXXXX, Hotwire Itinerary XXXXXXXXXX Dear [redacted] , I am writing in response to your additional correspondence with Hotwire and the Revdex.com regarding your Hot Rate(r) Hotel under Clarion Inn & Conference CenterI understand that you are dissatisfied with your recent hotel reservation, specifically with the discount that you receivedIn addition, you find the condition of the hotel and room unacceptableAs such, you are asking for a full refund Our crossed-out savings are based on the median published rate we've found on leading retail travel sites in the last 24-hours for the same neighborhood, star rating and stay datesAllow me to further clarifyIf we are to compile a list of the retail rates we found for all the star hotels in the area you booked for your travel dates, the median represents the retail rate falling in the middle of the listHowever, we choose not to disclose the sites we calculate these savings fromI apologize for any confusion Allow me to assure you we work hard to negotiate the lowest rates with our partnersWhile we do advertise discounted rates, we are unable to guarantee the amount of savings on every reservationThere are times when one of our partners offers similar rates through other travel Web sites or by booking directly with themOur Low Price Guarantee provides a refund in the amount of the difference to customers who find a lower total than the Hotwire total within hours of booking, contingent the claim is from a source outside of Hotwire.com Regardless of a hotel's star rating, we guarantee customers a clean and comfortable stayIf there is a quality concern with the room, we first want to provide our partners with the opportunity to rectify the situation with a change in roomsIn the event the hotel is not able to resolve the matter to the customer's satisfaction, we recommend contacting Hotwire Customer Care at [redacted] (XXX-XXXX) for further review Please be assured, it is never our intention to mislead our customersRather, we strive for clarity on our siteThe intention of listing the last hotel received, is to provide our consumers with an idea of the quality of hotel they may receive On the page where you find the last hotel booked information we also share, general hotel brand examples for a specific star ratingIn specific, we state the following: Hotels in our 3-star collection are Hilton Garden Inn, Four points by Sheraton, Crowne plaza, RadissonHotels don't want to advertise prices this lowYou'll get the hotel name after you book, so the hotel keeps its good image(These hotels are examples, not a guarantee.) To further investigate your complaint, I contacted the hotel and spoke with the front desk, ***She confirmed that you contacted them to share your feedback about the room during your stay Based on the gathered information, I feel the $HotDollar credit is adequate to your situation and am unable to provide a refund of the credit We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office Final Consumer Response / [redacted] (4200, 14, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) My main complaint was with the star rating of the hotelWhen we booked a star hotel on your site we felt the price was fair but after seeing the hotel we realized we had been scammedI do not accept your $credit because we will never use it because we will never use Hotwire againA $cash refund would be more appropriate

April 5, 2016Revdex.comSan Francisco Bay Area and Northern CoastalComplaint DepartmentRe: Expedia **se [redacted] Dear Revdex.com,Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Hotwire is responding to the consumer complaint from [redacted] (Revdex.com **se number [redacted] ) regarding a package reservationWe understand Ms [redacted] is requesting a refundOn March 9, we received the Revdex.com complaint.Our records reflect on February 22, 2016, the customer self-booked a package reservation for [redacted] and [redacted] , using Hotwire[redacted] Travel is on Air **nada, departing April **, 2016, from Vancouver, **nada to Phoenix, Arizona; returning on April **, 2016, from Phoenix, Arizona to Vancouver, **nadaThe **r rental is with Hertz in Phoenix, Arizona, pidate April **, 2016, drop-off date April **, The customer is stating they made the reservation to be charged in **D; however the charges were processed in in USD.Hotwire a serves as a third party intermediary with travel providers such as hotels, **r rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to **refully review the details of the trip as well as the fare rules or **ncellation policiesShould they encounter any discrepancies or have additional questions, we ask that they **ll us prior to finalizing the reservationThis gives Hotwire the opportunity to provide an appropriate resolutionWe **n confirm on February 26, 2016, the customer contacted Hotwire, advising that our site mislead her to believe she was booking the currency in **D; however the charges appeared on her credit **rd statement as USDThe customer is requesting a refund for the differenceWhile our agent was researching the issue, the customer's **ll disconnectedOur agent did contact Ms [redacted] back, however she was not availableOur agent did leave a voice message.On February 27, 2016, the customer contacted Hotwire, advising she booked on Hotwire.**; however is being charged in USDThe customer requested the package to be **nceled and to be issued a full refundOur agent advised the customer, the airline tickets are nonrefundable, and we will have to contact Hertz to see if they would authorize a refundThe customer declined, no further action was taken.In reviewing Ms [redacted] account, Hotwire is able to verify the customer's booking session that was made on February 22, Hotwire **n confirm there were no site errors and the customer was advised that they would be charged in USDHotwire makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide selection details on several pages for review including the final payment screenWe hope the customer understands, Hotwire **nnot honor the request for a refundWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] ***Tier Customer Service

Complaint: [redacted] I am rejecting this response because I need to respond with personally identifiable information but the Revdex.com has stated to not respond with that type of informationMy reservation number was [redacted] and my name is below Sincerely, [redacted]

July 22, [redacted] In response to Revdex.com Complaint ID [redacted] , Hotwire Itinerary [redacted] Dear [redacted] , Thank you for the opportunity to address your concerns as sent through the Revdex.com regarding your reservation at the The [redacted] HotelI understand you indicated this was booked by a minor and would like to refund the reservation At Hotwire, we strive for clarity on our Web siteWe have tailored our booking path to be informative every step of the way and relatively easy to useFirst our customers are presented with their booking details and various policies regarding their hotel reservationNext, customers are required to enter the primary guest’s name and billing informationFinally, customers acknowledge they have read, understood and accepted the Hotwire Terms of Use prior to authorizing the bookingIf any of these steps are omitted, the booking cannot be completed In your situation, we honored an exception to refund your reservation with a proof of documentationWe requested a copy of the minor’s birth certificate and the parent’s/guadrian’s driver’s licenseHowever, we have yet to receive this documentation Kindly send the requested information to [redacted] for reviewPlease be advised that the review process may take one to two business days to process and we will reach out once completed We appreciate your business and regret your Hotwire experience was anything less than exceptional Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

May 10, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Hotwire regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionHotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you The information provided in the complaint that we received from your office was not sufficient to allow us to locate an account or an itinerary associated with Ms***’s complaintAt this time we are requesting Ms [redacted] please provide an itinerary number for his booking and the email address associated with her Hotwire accountThis information will enable us to appropriately address the situation and upon receipt, Hotwire will be able to assist further Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Correspondence Team

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ June 4, [redacted] Drive [redacted] , [redacted] XXXXX RE: Revdex.com case # XXXXXXXX Itinerary # XXXXXXXXXX Dear Mr***, Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding your booking with the Atlantic Oceanside Hotel & Conference CenterWe understand that you were unhappy with your reservation, as a friend paid less than you through another travel site, and you were placed in building five on the first floor, rather than the main building where the amenities were locatedYou also state that the wifi signal was bad, and the hot water lasted only a short timeWe regret any discomfort or frustration this [redacted] have caused While we do advertise discounted rates we are unable to guarantee the amount of savings on every reservation; however, we are confident we have the lowest rates availableThis is backed by our Low Price Guarantee, which provides a refund in the amount of the difference to customers who find a lower rate on another travel site within hours of booking with Hotwire We do not select the type of accommodations you will receive; rather, your reservation is sent to the hotel that will in turn place you in a room based on their availability and the number of guests to be accommodatedOur partners will do their best to make your stay as comfortable as possibleIf there is an issue on arrival, we ask that call us immediately, so we can work with the hotel to meet your needsThough we regret that you were unhappy with your stay, our options to assist you are limited by the fact that it was after the reservation was complete that you contacted HotwireIf you ever arrive to a hotel and have issues that need to be addressed, we ask that you contact Hotwire immediatelyWe are here hours a day seven days a week to assist you At Hotwire, we obtain deeply discounted rates in exchange for guaranteeing our partners the reservations we book will be used as originally soldOnce we confirm a reservation, the booking details and payment information are sent directly to the supplierWe guarantee payment to the hotel, whether the reservation is used or notFor this reason, reservations are booked as non-refundable and non-changeable In consideration of the above, we are not able to honor your request for a refund of this reservation We strive to exceed our customers' expectations, and we regret to learn that your Hotwire experience was anything less than excellentIf you have any questions or concerns at any time, please feel free to contact our customer care at 866-HOTWIRE (XXX-XXXX) Sincerely, [redacted] Hotwire Corporate Customer Relations

June 7, 2017 [redacted] *** In response to BBB Complaint ID [redacted] 4, Hotwire Itinerary [redacted] Dear [redacted] Thank you for the opportunity to address your concerns as sent through the RevDex.com, regarding... your reservation with Westin Tysons Corner. I understand you are dissatisfied because of not being able to receive a refund of your hotel reservation. Our records indicate that your reservation is a Hot Rate® Hotel reservation. Hot Rate® reservations are bookings in which the customer is told the general vicinity, star rating, and price of the hotel, but the specific property is not revealed until after booking is completed. Through this model, we are able to secure deeply discounted rates from the hotels with which we do business. In exchange, Hotwire guarantees the bookings will not be changed and will be used as booked. I recognized you booked the reservation with trip insurance. The insurance offered during the booking path is Trip Protection offered by Allianz Global Assistance. Trip Protection covers unexpected events such as medical emergencies, strikes, natural disasters and bad weather which was indicated at the time of booking. In the event Allianz Global Assistance denied your refund request, we are more than happy to review your case. In order to review for a possible refund, we require medical documentation from your doctor stating you were unable to travel on the specific dates of the reservation. The letter needs to specify you are unable to travel on your reservation dates due to your medical condition. The letter does not need to specify what the condition is. We require the note to be on clinic or physician letterhead only and must be signed by a doctor. You may send it as an e-mail attachment to [redacted] . Once received, the review process may take seven to ten business days and we will reach out once it is completed. We appreciate your business and look forward to serve your travel needs in the near future. Best regards, [redacted] Customer Care Relations Hotwire Corporate Office

Complaint: [redacted] I am rejecting this response because: I spoke with [redacted] Atlanta Midtown, the information given by the front desk lady named Amy is incorrectThe Hotel at no point upgraded my room or resolved the situationI spoke with management today and was informed that they need to be contacted directly to speak regarding the situation as the front staff is not aware of what happenedHotwire must speak with either the manager [redacted] they can verify the refund [redacted] did state that the email I received from [redacted] which I attached in the original compliant takes precedence over what the front staff statedPlease contact [redacted] Atlanta Midtown and speak with the management team; either [redacted] I have attached the original email received from the hotel once againSincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/09/30) */ September 30, 2015 RevDex.com Hotwire - Alaska, Oregon & Western Washington Complaint Department Re: Hotwire Case #: O-XXXXXX Dear RevDex.com, Thank you for taking the time to contact Hotwire regarding an... issue from our customer. We appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Hotwire is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Hotwire is responding to the consumer complaint from [redacted] (BBB complaint #XXXXXXXX) regarding the request to expedite his refund. Our records show on June 22, 2015, Mr. [redacted] self-booked a Hotwire.com flight reservation via booking number XXXXXXXXXXX, with a travel commencing on July 23, 2015 in the amount of $636.60 We understand from Mr. ***'s complaint, reservation was booked twice and charged $636.30 three times by the website. The customer also stated one refund of $636.60 was already given. Mr. [redacted] is requesting the second refund of $636.60 due to website error. Upon researching the customer's complaint, we can confirm on September 11, 2015 Mr. [redacted] brought this matter to our attention. Mr. [redacted] was advised refunds were already processed directly by the airline back to the original form of payment. The customer was also provided with the airline refund timing. Hotwire only acts as an independent reservations agent for hotel, airlines, and car reservations and must abide by the terms and conditions of that particular vendor including their refund timing procedures. Based on the information provided above, we are unable to honor Mr. ***'s request to expedite his refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service