R. Scott Andringa, Esquire, LLC

Dear Revdex.com: We offer ONLY Collateral Protection Insurance to our customers as an OPTION to the full coverage insurance coverage required as part of the purchase agreement and retail installment contract Typically when a vehicle is financed, the lienholder (United Auto Group in this case) requires full coverage insuranceMs [redacted] financing agreement with United Auto Group requires full coverage insurance of which there are two components, 1) collision and 2) liability, with a required $deductible As an alternative, we offer collateral protection insurance that covers the VEHICLE ONLY at a flat $per month and affords the customer the option of securing state mandated liability at a lower price as a separate purchase/placement This approach ensures that the financed collateral (the vehicle) is covered per the financing contract There is no insurance card for presentation to police authorities as proof of liability as this is the customer's responsibility to purchase separately We explain this in detail to the customer and they sign an acknowledgement of their obligation at point of sale United Auto Group offers CPI as a means of making sure that the collateral is protected and the customer is not without coverage for collision and damage to the collateral In the event of an accident without collision insurance, the customer would be responsible for all collision related damages if they're insurance was cancelled for non payment OR if the customer failed to secure acceptable collision insurance post sale I have attached pages 1-of Ms [redacted] contract requiring Liability and Collision (Property Insurance) with a $deductible Please contact me with any questions at [redacted] *** Regards, [redacted] , General Manager, D&D Automotive Group #1, LLC dba United Auto Group

This letter is in response to a complaint ( [redacted] ) filed by [redacted] / [redacted] , buyer and co-buyer of a Cadillac CTS The buyers made a down payment of $and purchased the vehicle on 3-24- The amount financed by Ms [redacted] and Mr [redacted] was $13, Around April 14, 2016, Mr [redacted] was involved in a accident with another vehicle Mr [redacted] paid the deductible and made a claim on the Collateral Protection Insurance placed through United Auto Group The insurance paid $6,toward the repair of the vehicle, leaving a balance of $7,212,still owed on the Cadillac In Early May 2016, Mr [redacted] contacted [redacted] at United Auto Group to discuss acquiring another vehicle Mr [redacted] explained to Mr [redacted] that there was a deficiency balance on the account and offered to allow Mr [redacted] /Ms [redacted] the opportunity to purchase another lower priced vehicle given the deficiency Our offer was to have the Mr [redacted] /Ms [redacted] make a $down payment plus TTL to secure the new vehicle, a fraction of the $7,deficiency owed to United Auto Group on the Cadillac CTS Mr [redacted] /Ms [redacted] declined the purchase, leaving UAG with no avenue to satisfy the deficiency or to place Mr [redacted] /Ms [redacted] in an affordable vehicle to retain them as customers.Should you have any further questions regarding the interaction of United Auto Group with [redacted] and [redacted] , please do not hesitate to contact me

Our Service Manager, Mr [redacted] handled this complaint and our synopsis of his and our actions is below We believe that a number of actions were gratuitously performed on behalf of the customer, Ms [redacted] by our company and we have repeatedly tried to reach Ms [redacted] to no avail On Saturday 2/24/18, [redacted] , our Service Manager left the Houston street service center to deliver a car to a sales location From that location, ***, our Service Manager and a porter then left to get more cars for delivery The initial time expected away from the service office was about an hour We were unexpectedly involved until almost noon as it was a busy sales day Mr [redacted] did forget to pick up the service phone when he left in the morning, but thought it would be a shorter trip He was notified later in the day that the service phone wasn't being answered and that there was a customer who needed a tow At approximately noon the Service Manager phoned the Ms [redacted] a couple of times with no answer At 12:22p he sent a text identifying himself and asking for an ASAP call or text, Ms [redacted] 's response was "give me some time I am speaking with my mom's boss who is an attorney and asking me if you guys are with the Revdex.com." Our Service Manager responded with an apology and an offer to expedite the towing process After some time, we received a response about needing the car ASAP OUr Service Manager then called again and Ms [redacted] answered, at which time they discussed what was going on with the carHe told her it sounded like a serpentine belt broke as that would explain the car dying, the hard steering and it not startingHe asked Ms [redacted] to text the car information so he could dispatch a tow truck, which she provided He let Ms [redacted] know we would fix her car under her warranty for engine, transmission and safety issues and that a tow had been sentAt 3:01p our Service Manager again texted the customer about whether the tow truck had come as he didn't have the car and hadn't gotten a response from the tow driverSoon after, her car arrived by tow truck We quickly diagnosed the problem as a broken serpentine belt as well as a broken crank pulley Our Service Manager texted her to tell her that the belt was available immediately, but that since it was in late on a Saturday, we wouldn't be able to get the part until Monday morning Our Service Manager received no text response or phone callOn Monday 2/26/morning our Service Manager called with no answer At 9:55am he texted Ms [redacted] that the part was ordered and should be in by noon and that he would let her know when the car was ready Again, we received no text or phone call replyAround 2pm he again called to let her know the car was ready, with no answer At 2:08PM he texted "We have your car ready [redacted] ***." Again, we received no text response or call Our Service Manager has made other phone calls, as has [redacted] Heller, our Inventory Manager to tell her the car was ready with no answer or response.On 3/6/our Service Manager spoke with our Collections Manager in our payment center to ask him to reach out to Ms [redacted] as there was a deferred down payment still owed as part of her purchase contract Our Collection Manager informed our Service Manager that he had received notice that Ms [redacted] had removed the vehicle from her insurance, which signified to him that the customer no longer wanted the vehicle Our financing contract REQUIRES our customers to maintain full coverage insurance on any financed vehicle.At that point, given the customer removed the car from her insurance we proceeded with repossession paperwork as there was money owed, and there had been no contact from the customerAdditionally, after repeatedly attempting to communicate with Ms [redacted] the car was still on our lot and apparently abandoned.2/24/was the last verbal or text response we received from the customer

Dear Revdex.com: United Auto Group has not charged Mr*** for any of the work performed on his vehicle The charge he is referring to was a delinquent deferred down payment on his vehicle Whenever our customers have repair work completed, our service team reviews the finance account
to ensure the customer is in good standing regarding their vehicle paymentin this case, Mr*** was late on his deferred down payment Once Mr*** made his contractual deferred down payment, our team released the vehicleMr***'s car is repaired and he is continuing to drive his vehicle. Should you have any further questions, please contact me at ###-###-####, x***. Warmest Regards, *** ***Managing Member, D&D Automotive Group #1, LLC dba United Auto Group###-###-#### (Cell)

*** Thank you for speaking with me this morning. I am writing to you in response to the complaint below from *** ***. I have attached a letter detailing our perspective on this matter and some independent writing on the subject of manufacturer buybacks, as well as the
inspection report on the vehicle and the signed We Owe from Ms*** stating that we only agreed to add a piece of chrome to the front grill, which was on order and replaced for the subsequent customerThank you for assisting us in this matter. Please feel free to contact me should you have any questionsRegards, ***
*** *** *** ***
*** ***
*** ***

Dear Revdex.com: Ms*** complaint is acknowledged and we have been working with TransUnion to resolve issues on about accounts where there was an incorrect account number in the systemWe have corrected the problem and new credit information will be generated for all accounts
by the end of July 2017.My apologies to Ms *** on not being approved for her home, but I have attached the letter that I wrote June 6, and delivered via email after speaking with her husband, Mr*** *** Given I wrote the letter at Mr*** and Ms***' request, I am very surprised to see their complaint to the Revdex.com.Warmest Regards, *** ***Managing Partner United Auto Group###-###-####

Dear Revdex.com:Please see the sequence of events that occurred with Mr*** ***The bulk of the interaction with Mr*** was handled by Mr*** ***.1. *** *** purchased a Chevrolet Tahoe on 5-25-152. Mr*** gave us $
down at time of sale, with a another down payment due 6-15-of $1200, and then a third deferred down of $due6-22-15.3. On June 9th he mentionedhe was having a couple of problems with his truck Mr*** tried to call Mr*** to setup a serviceappointmentMr*** texted Mr*** and suggested he setup an appointment with our service team via *** ***4. On June 12th Mr*** gave him areminder call about his deferred down payment that was due.5. On June Mr*** texted Mr*** that he didnot have his deferred down payment that was dueMr*** expressed to Mr***that the contract agreement was for the 12thAsked him could he payby the 15th? Mr*** said at that time the truckwas just shutting off on him & the brakes went to the floor He said Mr***never told him the vehicle had been in an accident either7. On June 13th Mr*** asked Mr***had he called *** for a service appointment Mr*** also sent him the Carfaxshowing no accidents reported8. On June 13th - Mr***responded by telling Mr*** hasn’t made an appointment with our service department& he said he would pay the down payment on Monday June 15th. He said he needed his car to get around.9. On June 13th - Mr*** offered a loanerto Mr*** & said we would have our wrecker pick up the vehicle10. On Monday the 15th hetexted me he had the money but he was talking to a lawyerHe texted Mr*** therewas a really bad noise coming from the engineHe said don’t get me wrong Ilove my car Mr*** told him he should not bedriving if that was the caseHave our wrecker pick it up for him at no cost tohim Mr*** told Mr*** he was talking to hislawyer the next day, and said he would get back to Mr*** after he spoke with him11. Monday evening June 15th -Once again Mr*** told him we could pick up the car and look at itWe expressed atthat time to we could look at trading into another vehicleMr*** told me he wasmeeting again with this lawyer and would get back with us12. On June 16th Mr***texted Mr*** that he spoke with the lawyer the lawyer recommended we (United Auto Group) find another vehiclefor him to his satisfaction or fix the one he hasWe told him no problem and we offered to tow the vehicle to our shop at no cost to him13. June 16th Tuesday He saidhe would pay us when the car was repairedMr*** told him can we pickit up at no charge given hewanted the repair14. Wednesday June 17th hetexted Mr*** saying he was going to bring the vehicle but he had to work late so hecouldn’tHe also said he did not want to towHe felt it was safe & reliable enough todrive to our shop at *** *** in Austin15. We picked up vehicle on the 17that his request for service at his request.16. Wednesday June 17th hesaid Mr*** said he could come in with the rest of the down payment on Saturday, June 20.17. Saturday June 20th at 7pmhe said he would not be in to resolve issue the payment issueWe informed Mr*** that the bank would not be able to keep the loan active if he didn't satisfy the down payment contract and we explained that we needed to resolve this issue.18. Tuesday June 23rd a dayafter his remaining down was due, Mr*** texted Mr*** saying he missed his truck19. He said his wife was going to takemoney to bank to deposit so he could make payment over phoneMr*** gave him three different numbersto call and make payment if he couldn’t get thru June 23rd20. On June 25th he still madeno attempt to make payment or come in to get his vehicle At this point and time he was 13days past dueon his deferred down paymentMr*** told him the bank repossesses vehicles when you are that far past dueAnd if promises keep getting broken21. He kept telling Mr*** he gets off late.We reminded him of what he told us, that he was going to have his wife call to make the payment. That he gave the money toher to pay over the phoneWe take payment Monday - Saturday 10am-7pmWith no fees22. June 26th he said hisspouse was in Florida and just got backHe started saying" you sold me a carthat only worked for two weeks" And now you are trying to keep my $downWe explained that he defaulted with the bank.We also explained that we have his truck and that it is repaired and ready but he refused to come in and resolve the issue.He said he knows the lemon law, and he hasn’t defaulted23. At that point and time we stopped communicating with Mr***.Please contact us if there are any questions or concerns regarding how we handled this customer situation.Sincerely,*** *** and *** ***United Auto Group*** *** *** *** ** ***

Let's talk facts.  First, we have done everything that was promised during the sale.   As with all our sales, we encourage our customers to conduct an independent mechanical review of the vehicle.  We have reviewed Ms. [redacted]' contract in detail and it is United Auto Group's...

assertion that we have gone above and beyond to ensure the vehicle was in excellent working order.  We repaired an air conditioning issue and installed a new battery at no charge to the customer.  I have attached a copy of the We Owe signed by [redacted] and [redacted] indicating that we only owed them a Detail Post Sale, which we performed, and that we were under no obligation to repair their A/C and replace the battery, which we performed at no charge and did in good faith to ensure the customer was delighted with their purchase.Addressing the title transfer issue more specifically, we provided Mr. and Mrs. [redacted] with ALL of the necessary documents to ensure they received their title.  This was done within 48 hours after we were notified of the title delay. After some research, we became aware that the prior owner had FRAUDULENTLY filed a stolen car report  when the vehicle was repossessed.  As the customer is well aware, the vehicle was NOT STOLEN as they continue to assert and we provided documents (same day) proving United's position.  In fact, the prior owner signed documents which were immediately emailed to Ms. [redacted] indicating the same. Unfortunately for the [redacted]es, their vehicle was impounded in Texas because the former owner in Alabama erroneously/fraudulently reported the vehicle as stolen.  The [redacted] vehicle was purchased on June 20, 2015 and they are now requesting that we assume responsibility for the impounding of their vehicle 3 months later, though there was no culpability on the part of United Auto Group.  We expressed our disappointment in the chain of events that led to the [redacted] vehicle impoundment, but assert that this was not a result of poor performance by United Auto Group.I have attached a copy of the WE OWE signed by the [redacted]'s as well as correspondence and documentation relating to their title issue.In closing, we take very good care of our customers and they remain our number one priority.  If you would like to discuss this issue further, please don't hesitate to contact me at [redacted] (mobile).   Sincerely,  [redacted], [redacted], United Auto Group

We have reviewed in detail the complaint filed by Ms. [redacted]  Ms. [redacted] was provided a loaner vehicle to allow her to drive while her vehicle was in our repair shop.  Either during the time the vehicle was loaned to Ms. [redacted] we provided her with the temporary  tag in her...

name while she was using the loaner.  This is a common practice as we cannot insure the borrower of the vehicle under our Garage Liability policy during the loaner period.  The 2010 Malibu was subsequently sold and we believe the impound lot pulled Ms. [redacted]’ information from the DMV system as in error as opposed to the current owner’s information.  We recommended to Ms. [redacted] that she file a complaint with the Impound facility for the charges.  I have attached (See [redacted] Revdex.com Complaint.pdf) a current pull from the DMV database showing that Ms. [redacted] was not the owner NOR was she given a temporary plate during the timeframe she indicates.  The tag we issued was from 3-23-17 to 4-13-14 while Ms. [redacted] vehicle was in our shop for repair.   Further, we removed the 2010 Malibu from impound at our expense, so there was no billing to Ms. [redacted].

This email is in response to customer complaint [redacted], filed by our former customer Monica [redacted].  First of all, my apologies regarding the delay in my response to this Ms. [redacted] complaint.   We take all customer complaints very seriously and usually we are able to resolve those...

complaints to the satisfaction of all parties.   We have over 650 mostly pleased customers.According to our records, Ms. [redacted] purchased a vehicle from our company on March 3, 2015.  Ms. [redacted] made timely payments on her account until January of 2016.   During early January (I am not sure of the exact date), Ms. [redacted] was involved in an automobile accident.  At that time she was past due for her insurance premium payments totaling $196.00.  We found out about the accident as a result of being  the lienholder and receiving notification from the impound facility.  We promptly contacted Ms. [redacted] and she assured our company and the impound facility that she would take responsibility for removing the vehicle from the impound yard.  When the vehicle was not promptly removed from the impound facility, Ms. [redacted] was suddenly unavailable to speak with us further after repeated attempts for weeks regarding removal of the vehicle from impound.  As a result, we were economically compelled to remove the vehicle at our expense.  Total charges for towing and storage given the delay in removing the vehicle were $579.25.  We continued our attempts to reach Ms. [redacted] with no success.  Finally,  in late February of 2016,  we  had no choice but to charge off the loan, a loss to our firm of $7,407.78 plus the $579.25 in impound fees for total loss to our company of $7,987.03.   Subsequent to the charge off and the reporting of said charge off to Trans Union, Ms. [redacted] became of aware of the impact to her credit score as a result of her negligence and unwillingness to communicate with our team.  Then, and only then, she contacted my business partner (Torrey [redacted]) and offered to settle her account for $500.  Mr. [redacted] offered to settle for $3,000, but Ms. [redacted] was unwilling to discuss the matter further or communicate further.We sincerely believe we considered every reasonable approach in dealing with Ms. [redacted] and unfortunately could not reach a workable settlement of her debt.  Please do not hesitate to contact me if I can help answer any questions regarding this matter.Regards,[redacted]

Dear Revdex.com: Mr. [redacted]'s insurance company, Empower Insurance, issued payment on the vehicle on September 1, 2016 Check#[redacted] in the amount of $6,499.16.  At the time of the receipt of the insurance check, Mr. [redacted] owed $9,390.11 leaving a deficiency balance after receipt of the...

payment of $2,890.95.  To date, Mr. [redacted] has not paid the $2,890.95.  If Mr. [redacted] will remit the deficiency payment in the amount of $2,890.95 to United Auto Group, we can work with him to dispute the TransUnion credit issue.Warmest Regards, [redacted]General Manager, United Auto Group

This letter is in response to a complaint ([redacted]) filed by [redacted], buyer and co-buyer of a 2007 Cadillac CTS.  The buyers made a down payment of $1500 and purchased the vehicle on 3-24-16.  The amount financed by Ms. [redacted] and Mr. [redacted] was $13,614.25....

 Around April 14, 2016, Mr. [redacted] was involved in a accident with another vehicle.  Mr. [redacted] paid the deductible and made a claim on the Collateral Protection Insurance placed through United Auto Group.  The insurance paid $6,200 toward the repair of the vehicle, leaving a balance of $7,212,96 still owed on the Cadillac.  In Early May 2016, Mr. [redacted] contacted [redacted] at United Auto Group to discuss acquiring another vehicle.  Mr. [redacted] explained to Mr. [redacted] that there was a deficiency balance on the account and offered to allow Mr. [redacted]/Ms. [redacted] the opportunity to purchase another lower priced vehicle given the deficiency.  Our offer was to have the  Mr. [redacted]/Ms. [redacted] make a $500 down payment plus TTL to secure the new vehicle, a fraction of the $7,212.96 deficiency owed to United Auto Group on the Cadillac CTS.  Mr. [redacted]/Ms. [redacted] declined the purchase, leaving UAG with no avenue to satisfy the deficiency or to place Mr. [redacted]/Ms. [redacted] in an affordable vehicle to retain them as customers.Should you have any further questions regarding the interaction of United Auto Group with [redacted] and [redacted], please do not hesitate to contact me.

Dear Revdex.com: We offer ONLY Collateral Protection Insurance to our customers as an OPTION to the full coverage insurance coverage required as part of the purchase agreement and retail installment contract.  Typically when a vehicle is financed, the lienholder (United Auto Group in...

this case) requires full coverage insurance. Ms. [redacted] financing agreement with United Auto Group requires full coverage insurance of which there are two components, 1) collision and 2) liability, with a required  $250 deductible.  As an alternative, we offer collateral protection insurance that covers the VEHICLE ONLY at a flat $115 per month and affords the customer the option of securing state mandated liability at a lower price as a separate purchase/placement.  This approach ensures that the financed collateral (the vehicle) is covered per the financing contract.  There is no insurance card for presentation to police authorities as proof of liability as this is the customer's responsibility to purchase separately.  We explain this in detail to the customer and they sign an acknowledgement of their obligation at point of sale.  United Auto Group offers CPI as a means of making sure that the collateral is protected and the customer is not without coverage for collision and damage to the collateral.  In the event of an accident without collision insurance, the customer would be responsible for all collision related damages if they're insurance was cancelled for non payment OR if the customer failed to secure acceptable collision insurance post sale.  I have attached pages 1-6 of Ms. [redacted] contract requiring Liability and Collision (Property Insurance) with a $250 deductible.  Please contact me with any questions at [redacted] Regards, [redacted], General Manager, D&D Automotive Group #1, LLC dba United Auto Group

Dear Revdex.com: Mr. [redacted] initially complained of the vehicle having a transmission issue.  As a result, we put in place a service appointment and Mr. [redacted] dropped off the vehicle at our [redacted] Rd. location.  We outsourced the diagnosis and repair to Ike's Transmission on [redacted]...

Lane.  Ike's Transmission informed us that they could not identify any transmission related issue of any type.  Furthermore, our technicians could not identify any repair related issue.  At the time of the repair, we also gave Mr. [redacted] a loaner vehicle for his use to ensure he could work and would not be inconvenienced by the repair.  During that time, Mr. [redacted] wrecked the loaner vehicle owned by United Auto Group.  To make matters worse, Mr. [redacted]'s insurance was expired and our vehicle (Chevrolet Malibu) was damaged in an amount in excess of $1500.Mr. [redacted] left our vehicle on the side of the road requiring us to tow the vehicle to our repair facility.  Mr. [redacted] then defaulted on the balance owed on the original contract for the Cadillac and we repossessed the vehicle as a result.Regards, [redacted]General Manager and PartnerUnited Auto Group[redacted]Austin, TX 78752

This email is in response to a complaint [redacted] filed with the Revdex.com of Austin in early January 2017.  The complaint has been satisfactorily resolved as our team here at United Auto Group traded Mr. [redacted] out of the Chrysler Aspen with which he had experienced problems.  Mr....

[redacted] was traded into a 2012 Mazda CX-9 on 1/11/17.   We believe we now have a happy customer and  this issue has been satisfactorily resolved by United Auto Group.  Please call me if you have any questions.   Regards,   [redacted]
[redacted]

Dear Revdex.com: Ms. [redacted]'s vehicle was a typical repossession.  Ms. [redacted] did tell us the location of the vehicle, but there was no statement by [redacted], the United Auto Group collector, that the resulting charge off would not impact Ms. [redacted]'s credit.  All repossessions, both...

voluntary and involuntary have a potential negative impact to the credit profile of the former customer.   Warmest Regards, [redacted]General Manager, United Auto Group and D&D Acceptance Corp###-###-#### X[redacted]

Our Service Manager, Mr. [redacted] handled this complaint and our synopsis of his and our actions is below.  We believe that a number of actions were gratuitously performed on behalf of the customer, Ms. [redacted] by our company and we have repeatedly tried to reach Ms. [redacted] to no...

avail.  On Saturday 2/24/18, [redacted], our Service Manager left the Houston street service center to deliver a car to a sales location.  From that location, [redacted], our Service Manager and a porter then left to get more cars for delivery.  The initial time expected away from the service office was about an hour.  We were unexpectedly involved until almost noon as it was a busy sales day.  Mr. [redacted] did forget to pick up the service phone when he left in the morning, but thought it would be a shorter trip.  He was notified later in the day that the service phone wasn't being answered and that there was a customer who needed a tow.  At approximately noon the Service Manager phoned the Ms [redacted] a couple of times with no answer.  At 12:22p he sent a text identifying himself and asking for an ASAP call or text, Ms. [redacted]'s response was "give me some time I am speaking with my mom's boss who is an attorney and asking me if you guys are with the Revdex.com."  Our Service Manager responded with an apology and an offer to expedite the towing process.  After some time, we received a response about needing the car ASAP.  OUr Service Manager then called again and Ms. [redacted] answered, at which time they discussed what was going on with the car. He told her it sounded like a serpentine belt broke as that would explain the car dying, the hard steering and it not starting. He asked Ms. [redacted] to text the car information so he could dispatch a tow truck, which she provided.   He let Ms. [redacted] know we would fix her car under her warranty for engine, transmission and safety issues and that a tow had been sent. At 3:01p our Service Manager again texted the customer about whether the tow truck had come as he didn't have the car and hadn't gotten a response from the tow driver. Soon after, her car arrived by tow truck.  We quickly diagnosed the problem as a broken serpentine belt as well as a broken crank pulley.  Our Service Manager texted her to tell her that the belt was available immediately, but that since it was in late on a Saturday, we wouldn't be able to get the part until Monday morning.   Our Service Manager received no text response or phone call. On Monday 2/26/16 morning our Service Manager called with no answer.  At 9:55am he texted Ms. [redacted] that the part was ordered and should be in by noon and that he would let her know when the car was ready.  Again, we received no text or phone call replyAround 2pm he again called to let her know the car was ready, with no answer.  At 2:08PM he  texted "We have your car ready. [redacted]."  Again, we received no text response or call.  Our Service Manager has made other phone calls, as has [redacted] Heller, our Inventory Manager to tell her the car was ready with no answer or response.On 3/6/18 our Service Manager spoke with our Collections Manager in our payment center to ask him to reach out to Ms. [redacted] as there was a deferred down payment still owed as part of her purchase contract.  Our Collection Manager informed our Service Manager that he had received notice that Ms. [redacted] had removed the vehicle from her insurance, which signified to him that the customer no longer wanted the vehicle.  Our financing contract REQUIRES our customers to maintain full coverage insurance on any financed vehicle.At that point, given the customer removed the car from her insurance we proceeded with repossession paperwork as there was money owed, and there had been no contact from the customer. Additionally, after repeatedly attempting to communicate with Ms. [redacted] the car was still on our lot and apparently abandoned.2/24/18 was the last verbal or text response we received from the customer.