Orbitz

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10927598, and find that this resolution is satisfactory to me.
Sincerely,
Karmandeep [redacted]

August 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand the customer is unhappy about not being able to utilize her hotel reservation.Our records indicate that on July 12, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Suites of Concord, checking in on July 18, 2016, and checking out on July 19, 2016.On July 18, 2016 the customer called customer service due to the hotel not being able to locate her hotel reservation. Per documentation the assisting agent called the hotel and was advised that due to the hotel being sold out the customer was not able to check-in. At Orbitz, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as well. We regret that Ms. [redacted] had a less-than-satisfactory experience when you stayed at the [redacted] Suites of Concord, and we hope that our relationship with her will not be negatively affected.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providers. At the time of booking, Ms. [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Orbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

October 25, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding emails. We understand from the customers complaint they are requesting a stop to daily emails.Our records indicate on September 20, 2016 the customer booked a package reservation through Orbitz.com. Upon booking this reservation the customer registered their email address for a permanent account. As of October 22, 2016 Orbitz has requested to remove the email address from receiving promotional email.We thank you for allowing us the opportunity to address the issues, 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

January 17, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a car reservation. We understand from Mr. [redacted] complaint he requesting a refund of the $143.00.Our records indicate on December 22, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a Special Vehicle with [redacted] Rent A Car. The car is due to be picked up on December 24, 2016, in Halifax Nova Scotia and returned to the same location on December 25, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As [redacted] Rent A Car was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations.On January 17, 2017 Orbitz contacted [redacted] Rent A Car to advocate on Mr. [redacted] behalf. They advised that this matter was resolved on January 6, 2017 when a refund of $143.56 was issued.We thank you for allowing us the opportunity to address the issues, 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

May 24, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Yuen Ki Fung (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on May 4, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] Martinshof, checking in on November 30, 2016, and checking out on December 3, 2016.On May 4, 2016 the customer submitted a best price guarantee claim for his hotel reservation. As of May 16, 2016 this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $15.72 to the original form of payment used during your purchase. The customer will receive the addition of $50 Orbucks to his account 3 to 4 weeks after travel is completed.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund of the unutilized hotel reservation. On May 23, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Our records indicate on May 2, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a three night hotel reservation at The [redacted], checking in on May 13, 2016, and checking out on May 16, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”We are able to confirm that this issue was resolved as of May 4, 2016 when the customer called Orbitz to cancel the hotel reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. Upon authorization from the hotel manager our agent was able to cancel and refund the customers reservation during the call.We thank you for allowing us the opportunity to address the issues, 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

April 10, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a car reservation. We understand from Ms. [redacted] complaint she requesting a refund of the insurance purchased for a recently used car reservation. On April 10, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on March 15, 2016, the customer self-booked a car reservation with Orbitz under the name of [redacted]. The customer reserved a [redacted] or similar with [redacted] Car Rental. The car was due to be picked up on March 15, 2016, in Phoenix, AZ and returned to the same location on March 20, 2016. The customer also purchased “Car collision damage protection”.Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Please note that at time of rental you will need to present a current driver’s license and a valid credit or charge card in the renters name”. Due to this information being available to the customer prior to booking we are unable to refund the $54.00 charge that was sustained for the pre-purchased insurance.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to her car and insurance purchase before our system asked Ms. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  After I made the complaint they called an made arrangements to refund the money that was promised.  I have received it and i'm satisfied. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 13, 2015/05/12) */
Dear[redacted]

The Revdex.com has shared your recent correspondence with Orbitz regarding the amount you were charged for your reservation under record locator PBORBXXXXXXXXXX. It is my understanding you were quoted one...

rate but charged another. Also, you were not happy with the service you received when you contacted our service department for assistance. I appreciate the opportunity to review your account and respond to your concerns.

[redacted], I want to apologize for lack of professionalism on the part of our staff. Orbitz strives to provide the best possible customer service, and I regret in this case, we fell short of our goal.

Please know at Orbitz, we understand the importance of our website accurately processing all of our customer's requests. To ensure the accuracy of our website, we do keep logs for our review. Upon reviewing the website logs of your booking, we do show the flights earlier in the day were lower, but what was chosen was the evening flight, which was higher. I have attached screen shots of your booking process for review.

Throughout the booking process, the website recaps the selections made by the customer. Within minutes of the booking, Orbitz also generates an 'Orbitz Travel Document' email confirming the flight dates, flight numbers, times, and rate. Our customers may review their booking at any time in their online 'My Trips' profile.

Nevertheless, this does not excuse the frustration you encountered when contacting our service department. As a gesture of our sincerity, Orbitz has issued you a $50 USD future travel voucher to use on your next Orbitz.com flight, hotel or package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $50 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until [redacted] 12, 2016.

[redacted] thank you for allowing me to review this situation with you. We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.

Sincerely,

[redacted]
Orbitz Customer Relations
Chicago, IL

I purchased a round-trip flight with Orbitz.
For unknown (to me) reason it was exchanged without a notice by email or phone. I tried to check-in at the airport only to learn that I'm flying different airline some 8 hours later. I was more or less okay with the change since anything can happen and made it to my destination in acceptable time-frame. However, the lack of notice is certainly a minus for the agency.
The difficult part began when I needed to exchange my return ticket. It turned out that not only I wasn't notified of an exchange but the initial airline too. And, my return tickets were canceled for a 'no-show' reason.
After many hours (approximation is over 20) with Orbitz customer support on the phone the situation wasn't resolved in any way. Neither the cancellation, nor the exchange. At some point the refund was requested on my part and denied on Orbitz's.
Sadly, when Orbitz's support state not to contact airline directly, only that might be the client's only option since Orbitz will do nothing but take client's time on the phone.
Overall my experience was the worst since I was basically stuck abroad without a return ticket when the travel agency didn't offer any option to fly me back.

June 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on May 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Hotel & Executive Meeting Center, checking in on June 11, 2016, and checking out on June 12, 2016.On May 15, 2016 the customer submitted a best price guarantee claim for his hotel reservation. As of May 22, 2016 this issue was resolved when the customer was refunded the total price difference of $22.89. Due to the customers reservation not being completed we request the customer call Orbitz when the reservation is completed and provide case number O-[redacted] to receive $50 Orbucks.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 18, 2016Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the...

Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund of his canceled flight reservations.Our records indicate that on May 7, 2016 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by [redacted] Airways, departing from New York, NY to Punta Cana on February 18, 2017 and returning on February 25, 2017.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. American Airlines and United Airlines were the operating carriers and merchants of record for the customers flights (the entity that received the funds and the companies that charge the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.We are able to confirm that this matter was resolved on September 2, 2016 [redacted] Airways processed a full refund of the flight reservation. The amount of time it takes the customer to receive the refund depends on the airlines and the customers banking institution. The airlines also provided the bank reference number [redacted]We thank you for allowing us the opportunity to address the issues, 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

I was trying to book a trip with Orbitz for columbus Day weekend. I searched for the trip for over a week. I found a reasonable price and proceeded to book. The price advertised to me was $578 per person, however after clicking on the trip and selecting a flight (advertised as $0 additional dollars) it brought me to a page to enter my personal information. At this point the price more than doubled to roughly 3300. I called customer service and they experienced the same issue. They claimed that the airlines were changing the prices of their flights, however over and hour later (and multiple searches ran) the prices were still advertised with the EXTREME hike in price after. This price was higher than any other previously advertised price and they refused to remedy the issue. This made me nervous and concerned about the validity of the business itself. I think this issue should be carefully looked into.

June 24, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-1[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Loel [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.After further review of the customers reservation we are able to verify that the customer originally booked the reservation to be connecting in Sydney, Australia.As previously advised, Orbitz is not able to discuss what identification or documents are needed for travel because of how frequently the requirements change. It is the traveler’s responsibility to keep up to date on those changes. When customers are acting as their own travel agent it is important that they confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet prior to departure. As Orbitz does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirements.Since Mr. [redacted] did not have the correct travel documents he was unable to utilize his flights. Due to there being no error caused by Orbitz we are unable to refund the customer the insurance purchased for the reservation. As the hotel reservation that was purchased as a result of the customer not having the proper travel requirements therefore being unable to travel on the day intended Orbitz is unable to refund the charges sustained.It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available. We would like Mr. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. Our records reflect on May 7, 2016 the customers flight were already under the airlines control. Due to this Orbitz was unable to change the customers tickets.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden [redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
Orbitz despite its assertion of policies, breached its fiduciary duty to Dr. [redacted] by allowing and failing to correct material misrepresentations of fact regarding the booked properties on Orbitz website in violation of the Commonwealth of Pennsylvania Unfair Trade Practices and Consumer Protection Law.  Orbitz is an agent of the property that was booked and cancelled and has violated the Act in its presentation  of the property which was fraudulent and deceptive.
Dr. [redacted] wishes a full refund.
Sincerely,
[redacted]

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 me.
Sincerely,
[redacted]

Dear Mr. [redacted],
 
...

The Revdex.com has shared your recent correspondence pertaining to the cancellation of your return flight due to not traveling on the outbound portion of the ticket.  On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.
At Orbitz, we understand the importance of making our customers’ aware of all supplier rules and restrictions.  When a nonrefundable ticket is reserved, [redacted] Airlines does require a $200 airline imposed change fee, and difference in fare to be collected at the time of change.  There will also be a $30 Orbitz service fee. 
Upon reviewing your account, I do show that our agent was searching for different travel dates to the outbound and the return portion of your travel, not just the outbound portion of the flight.  When a lower cost ticket is reserved, it can be more cost effective to reserve a new ticket if another airline is offering a lower rate verses paying the airline penalty fees.  However, airlines do not allow a customer to not travel one portion of their flight segments, and retain value on the remaining segments of their booking.  The airline will label your flight as a “No Show”, and cancel all remaining segments of your flight.  These cancellations are not processed by Orbitz.  They are processed automatically by an airlines system if a passenger does not check-in, cancel, or process a change to their flight prior to departure.  This is a standard airline policy, and is advised in the rules and restrictions agreed too prior to confirming a booking. 
Mr. [redacted], we certainly apologize for any confusion; however, I am not able to verify that our agent advised that you could not travel on your outbound flight, and reserve a new one-way ticket.  This is something that airlines do not allow, and all agents are aware of and is specifically stated in the fare rules associated with each ticket.  As Orbitz does not hold the funds for the ticket reserved, I am unable to grant your refund request.  Nevertheless, due to any confusion that occurred, Orbitz would like to offer you a $382.20 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
 
 
 
 
                                        
Here are the instructions for the future travel voucher:
                                      
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number [redacted] and my letter offering the $382.20 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until May 31, 2017. 
 
Mr. [redacted], we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs.
 
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

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 me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Mr. [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for your canceled stay at the[redacted]...

[redacted]. I appreciate the opportunity to review your account, and respond to your concerns.
All cancellation policies are posted on the website based on the rules established by the hotel. Throughout the booking process, the website recaps the selections made by the customer. Prior to confirming your booking, the website recaps your selection again and alerts you to review your reservation carefully, including the complete cancellation policy. The cancellation policy for your reservation at the[redacted] Inn and Suites[redacted] was stated as follows:
Cancellations or changes made within 1 day prior to 4:00 PM local hotel time on the day of arrival are subject to a $99.00 charge. Cancellations or changes made after 4:00 PM local hotel time on the day of arrival are subject to a 100% charge. We are sorry but refunds are not available for early check-out.
Mr. [redacted] at the time you canceled your stay the cancellation policy had already went into effect and the reservation was non-refundable. Please know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been granted. Orbitz has been charged in full for your bookings, and we are unable to offer a refund. Nevertheless, we have issued you a future travel voucher in the amount of stay, $99, to be used on your next Orbitz.com booking.
Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number [redacted] and my letter offering the $99 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until September 8, 2016.
I understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

June 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she requesting a new tickets to be issued with the correct names on them.Our records indicate on April 27, 2016, our agent assisted the Ms. [redacted] with booking a round trip flight reservation for two travelers. The flight reservation was operated by [redacted], with flights departing on June 22, 2016 from Boston to Rome and returning to July 3, 2016.We have confirmed that during the booking of the reservation, the agent advised the customer that there is no need to add middle names to an international ticket. Due to our agents error on May 24, 2016 Orbitz purchased Ms. [redacted] new ticket for both travelers. We would like to apologize for the inconvenience Ms. [redacted] experienced. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We appreciate Ms. [redacted]’s thoughtful comments, and we're sorry we disappointed her. We rely on customers like her to provide us with the information we need to continue improving our services.We thank you for allowing us the opportunity to address the issues, 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