Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Think Utility sends out monthly statement to customers in Georgia quite late and only give customers a few days before due date . Such practice allowing the utility company to collect late fees as a method of income generating !!

  Business Response

  Date: 10/03/2023

  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, we are not the actual water provider. *** is contracted with the property owner to provide the service of reading each unit sub-meter,invoicing the tenants, collecting payments, and remitting water/sewer monies back to the property owner.  The billing of water to the tenants is a cost recovery program.
  
  In the sub-metering industry, the standard turnaround time for invoice mailing and payment is 15 days. The timeframe is necessary in order to keep the water services for the entire property current.  Given the fact that it may take a few days for the invoice to arrive at the door via the ***** TUS provides e-bills and online access for all tenants. A tenant is able to check their balance, print out invoices, and even make online payments via credit card (if they desire). 
  
  **************** has good payment history. In light of the complaint, we have adjusted off the last late fee that was assessed.
  
  I hope that these efforts will satisfy the complaint and bring peace of mind to ****************.
  
  Thank you.

  Customer Answer

  Date: 10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is reluctantly ... satisfactory to me. However the customers would not have resulting to complaints to any entity when the billing vendors DO NOT PERFORM THEIR JOB ! As mentioned by them in the following statement ..".In the sub-metering industry, the standard turnaround time for invoice mailing and payment is 15 days. " This is grossly inaccurate ! They barely give you LESS THAN 7 days to get your bill to them ...un unacceptable time frame in any industry !  We live in a very diverse community and our office feels inept when we see non-English speaking customers share their experience with us repeatedly , they do not have the time nor the "know how" to go about bringing this concern to the right party ... Bottomline ..as we heard once from a famous coaching staff saying ..." JUST DO YOUR JOB !!" 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My condo HOA (********************* condominiums) hired this company, Think Utility, to collect water bills for the condominiums. When I bought the condo last November and didn't receive any bills or statements from the company until I talked to my property manager about my HOA fees in May. When I called Think Utility and they told me I owed them $524.97 with all the penalties and late fees. When I did further research, I found out that ************ charged all kinds of ridiculous fees to generate incomes, $12 late fees, $7 demand notice fees, $3.35 billing fees, on top of my actual usage of only $55-60, that's 40% over the actual water usage collecting on behalf of the **** That's excessive, abusive and predatory. How could the government and regulators to allow and let this happen? I called Think Utility to explain what happened and requested to waive all these late fees and penalties. but they refused. They told me I needed to talk to my property management company to remove it. Then I called my property manager and they told me they need HOA meeting to approve it. In the meantime, my property manager instructed me to pay all my actual usage of water without the late fees first. Then I did. I paid Think Utility $410.97 and $59.76 in June and July respectively to keep my account current. But the problem is Think Utility keep adding over $20 late fees and penalties each month regardless I pay the actual usage or not. So basically, they charged me late fees and penalties based on the balance of the accumulative late fees and penalties. I'm not sure this is even legal. After my condo HOA meeting, the property manager told me they cannot remove the late fees because Think Utility collected these late fees and penalties not the **** Then I called Think Utility again and reiterated to waive my late fees and penalties, but they refused again. They repeatedly said they need my HOA approval to waive late fees and penalties because my HOA collected them. I told them it's not the case. According to their account, I still accrued $145 in late fees and penalties even each month I paid my actual usage. Every time, I called them and they couldn't help me.

  Business Response

  Date: 08/15/2023

  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, we are not the actual provider.  The local municipality provides the water to the entire property.  They read their master meters and invoice the Association for all the water consumed from the master meters.  TUS is contracted with The ********************* Condominiums, to provide the service of reading each unit sub-meter, invoicing the Residents, collecting payments, and remitting water/sewer collections back to the Association.  The billing to the Residents is a cost recovery program for the property.
  
  As such, we do charge a billing fee for this service.  The water/sewer rates that are charged to the Residents are the same municipal rates that are charged to the property.  A $12.00 late fee is assessed in the event of: late payment, no payment, or partial payment. The monthly invoices have a 23-day turnaround from the date of mailing. No matter which date the bills are mailed, they will always incur a 23-day turnaround. Day 24 or 25, a late fee would be applied in the even of an outstanding balance. In addition, a demand notice is assessed 12 days after the late notice is generated on any account that has an outstanding balance.
  
  ************ account was opened effective as of 10/14/22. His first, and subsequent invoices, were mailed to the following address: ********************************************* per the document received to open the account under his name, as Owner of the unit. The address to which they had been mailed was confirmed as correct by ********** on his first call in to TUS on 5/19/23.
  
  The mailed invoices are bar-coded and tracked through the ************* Postal Service.Each invoice that had been mailed shows as accounted for through tracking to have been delivered to the postal office for the intended address. There has been no Returned mail posted on the account since its open date.
  
  The TUS Late Fee waiver policy includes one waiver every per calendar on any account, as a courtesy. Because the payments received are intended to be remitted to the Association, any additional fee waiver requests are brought for review to the Association.In June, the Property Manager advised TUS that they were unable to waive additional fees, and that the Resident would have to direct the request to the ***** of ********** After they met, it had been advised that no additional Late Fees or Demand Notice Fees were eligible to be waived.
  
  In light of the complaint, TUS waived all Late and Demand Notice Fees that have accrued to date, with the stipulation that no others will be approved to be waived in the future, unless there is a billing error committed by TUS.  Should ********** continue to experience issues with the **** delivering the invoice, it is recommended that ********** contact his local postal office to address the issue with the mail. 
  
  TUS provides a website www.thinkuilityservices.com for residents to view their accounts.  Residents are able to check their balances, print out invoices, and even make online payments via credit card (if they desire).  Certainly, a resident can submit a check or money order to TUS.  This is the traditional format for submitting payments.  A resident can use our website to make a payment (convenience fee applies) or they can make an online payment through their bank (typically at no charge). There is definitely the capability to access the online invoice before the mailed invoice reaches the mail box. A resident can setup the account with Ebill.  No paper invoice is mailed, an email is sent to the unit owner notifying them that the new invoice has hit their account.  The Resident can also call the *************************** at ************, Monday Friday 8am to 5pm (ET) to obtain the invoice amount and due date. This way, they resident can make payment arrangements in plenty of time to avoid a late fee.
  
  The current balance on account was $152.00, the amount due for the accumulated Late and Demand Fees. TUS has waived this amount as of 8/15/23. Attached please find the current Balance Ledger,showing said account at a $0.00 balance. 

  We hope that the steps taken by TUS satisfy the complaint. Should ********** have any further questions or requests, please feel free to contact the *************************** at ************. 

  
  

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April/May of 2023 I received bill from H32333134**3637383735H which also stated I haven&#**;t made payments. I know I&#**;ve made payments and I went to ******************* to receive copies of the money orders. In April I called them with this information and also faxed copies of the money orders of the bill being paid. I&#**;ve also called to speak with them in June and I also believe July as well. Each time the person I spoke with did not want to hear what I had to say, nor did they confirm the money orders I faxed. I know I have paid my bill but they aren&#**;t lodging the payments. My bill has also greatly increased although I am the only one living in my home. Bills: 5/13/23 $96.61, 6/21/23 $33.03, 6/20/13 $123.03, 6/20/23 $******, 6/21/ ******, 7/20/23 $161.48, 7/20/23 $171.48

  Customer Answer

  Date: 08/24/2023

  Please see attached.

  Business Response

  Date: 08/25/2023

  Complaint #********
  
  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, we are not the actual provider.  The local municipality provides the water to the entire property.  They read their master meters and invoice the property owner for all the water consumed from the master meters.  TUS is contracted with the property owner to provide the service of reading each unit sub-meter, invoicing the tenants, collecting payments, and remitting water/sewer collections back to the property.  The water/sewer rates that are charged to the tenants are the same rates that are charged to the property.  The billing to the tenants is a cost recovery program for the property.
  
  ************ contacted the **************** team on 5/03/23 to inquire if a payment of $34.00 had been received.  She was advised that it had not been received yet, and was given her current balance amount.  She phoned again later in the month to check on the payment and was advised a payment of $33.00 had been posted on 5/08/23, but that additional charges had accrued due to the length of time it took for the payment to be received. The due date had been 4/21/23.
  
  ************ stated she had paid on time, and that she had receipts as evidence of same.  She was advised she could email or fax proof of payment to the **************** Manager and that the account would be reviewed and adjusted if necessary.  A fax was received on Friday,5/26/23, showing that she had sent in payment for the invoice amount of $33.00. The **************** Manager phoned her on 5/31/23 to advise the fax had been received and to discuss the issue further, but the call was not answered.
  
  TUS has not received a call or correspondence from ************ since 6/01/23 regarding further payment disputes.  Due to the current information being provided in the complaint being lodged, *** reached out to the property to inquire if there had been any other payments made directly to them for the account charges that have accrued with TUS since that time.  The property responded with a screenshot of receipts of the only 2 payments that had already been received and posted as paid on ************** account.
  
  Her account shows that no additional payments have been made by ************ to TUS since 5/08/23. The additional invoices and fees accruing in the meantime have added to the balance. The invoice amounts mentioned in the complaint are the balance amounts as they accrued, not the singular invoice amounts. If she can provide evidence of additional payments made to TUS, such as receipts or bank statements, they can be submitted to the ****************** and will be reviewed and posted as paid if applicable.
  
  I hope that you find this information helpful. Should *********** have any questions or request, please contact the **************** Department at ************.
  

  Customer Answer

  Date: 09/18/2023

  Please see attached response.

  Business Response

  Date: 10/30/2023

  Think Utility Services (TUS)provided a response to ************** initial complaint of 8/04/23, regarding payments allegedly made, but not posted, to *** for water billing. *** had advised that we are providing billing services as contracted with the property at which she resides, that are part of a cost recovery program for the property. The service includes reading each unit sub-meter, invoicing the tenants, collecting payments,and remitting the water/sewer collections back to the property.
  
  TUSs BBB response of 8/25/23 had advised that there had been only 2 payments received, $32.39 and $33.00 respectively,as of 5/08/23. They were the in connection with the same 2 payment receipt images that had been faxed to TUS **************** on 5/26/23, and were the same receipt images submitted as part of ************** initial complaint. It appears her additional response at this time includes the same payment receipt images, as well as images of invoices and Late Fee Notices that have been posted to her account since the last payment was received in early May. 

  The account status at this time shows no additional payments have been made since 5/08/23, onsite or to TUS directly. Unfortunately,there is no additional information that TUS can offer until ************ can provide further payment verification evidence.
  

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Think Utilities has been managing the water billing for my apartment complex for roughly 2 years to my knowledge. I had my account on auto draft from my checking account. I received a bill from think utilities around march 1st. It appeared they were billing me $269.96, which is way over my normal $55-65 monthly bill.Come to find out, it was actually a $269.96 credit?? I looked in my bank account and they had debited my checking account for $381!! Totally incorrect. I contacted Think Utilities on 2/21/2023 and spoke with ******, very nice CSR, but could not give me a concrete explanation for the huge over billing. No worries, as long as I can get the funds back instead of leaving it as a credit on my think account, I'll be happy.Herein lies the problem. Think was lightning fast at over charging me $381 dollars, but they then inform me that it will take 4-5 WEEKS to get the refund. No, this is totally unacceptable, I live on a very tight budget due to SWFL being so expensive and having $269.96 taken out of my monthly budget is not going to work. I called ****** again on 3/1/2023 to see what the status of the refund was. She indicated a check had been issued and was enroute to me via ***** Today is 3/7/2023, still no check received. I contacted Think Utilities and spoke to a different CSR (Hispanic, didn't catch her name) who indicated no check has been issued and state the "it will take 4-5 weeks for the refund" nonsense.I'm demanding the immediate return of the $269.96 over charge via check through an night service such as *** or ****** Why is it that they can debit my account for an incorrect charge amount at lightning speed, but it takes them 4-5 weeks to issue a refund check. Thank you for your time, Sincerely,***************************

  Business Response

  Date: 03/08/2023

  ********************,
  
  My name is *******************, and I am the *** of Think Utility Services.  I do not normally respond to complaints, as I have a team of Account Managers that facilitate grievances of this nature.  I do, however, read the complaints when they come in.  I was incensed on your behalf when I read the narrative; and, I determined to look into this matter personally.  I have tried to call you twice.  Hopefully, you received the messages I left.
  
  First, I apologize profusely for the events that you delineated.  I would be furious if I had a large sum taken from my personal account, and was then instructed that I would not receive a refund for 4-5 weeks.  Additionally, the **************** team gave you two items of information that were incorrect, although I am gratified that they were kind and courteous on the telephone.  Please let me explain what occurred, and then tell you how I will rectify the issue.
  
  The overcharge occurred because the readings received from your water meter showed larger than normal usage.  We invoice based on actual consumption.  After the larger bill posted, a request was made to lower the invoice with the idea that the meter reading may be anomalous.  This was done.  Hence the bank debit was for the larger value, and then your account was given a credit.  Because of this, I am giving instructions for the technical staff here to examine the readings coming from your water meter.We will also contact your Property Manager, and request that they examine your toilets to ensure the toilet flappers have not become defective. 
  
  Regarding the refund, the **************** agents did request a refund check for you.  We issues checks every Thursday, for any request that is received by Tuesday.  It does not take us 4-5 weeks to issue refund checks.  The request was not delivered by the cutoff period, and will be issued tomorrow.  I have instructed that it be sent overnight as you requested.  We use UPS.  You should have the check by this Friday (3/10/23). 
  
  Your treatment compelled me to ask why the **************** Representatives were giving a stock answer of 4-5 weeks for refund requests.  I was not given a satisfactory answer, and have already instructed the **************** team to begin telling customers that we will send a refund as quickly as possible, and to further explain the actual process if necessary.  That process (as described above) is that refund requests delivered by Tuesday will be issued on Thursday.  I also stated that a sense of urgency must be maintained when money has been  taken from someones account in error.  Again, I know how I would feel if this happened to me. 
  
  I know that none of this makes up for being deprived of your money.  Once again, I sincerely apologize.  If there is anything else I may do, please do not hesitate to call me.  I left my cell phone number on your voice mail, and would welcome a call.
  
  Sincerely,
  
  **********************
  Chief Operating Officer
  Think Utility Services

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother at this address received a bill for a returned check ($39.65) and returned check fee ($40) on her 12/20/22-1/18/23 bill. After several phone calls, it was revealed that in January or February of 2023, Think attempted to deposit a check she sent to them dated 6/14/22 in June of 2022 for May 19-June 20, 2022 bill. At no time between June of 2022 and Feb of 2023 did Think Utility reach out to say they had not received this payment, nor did they include it as an overdue amount owed in any statements between June 2022 and January of 2023. According to Think, the bank refused the check in 2023 - I would assume because the date was so old, as the account can well cover a $39.65 check. Once the check is mailed, we cannot control when Think deposits the check, and due to their negligence in waiting approximately seven months to deposit the check, we are being penalized $40. My mother deserves a refund of the $40 returned check fee. Thank you for your attention to this matter.

  Business Response

  Date: 02/27/2023

  To Whom It May ********
  Think Utility Services (TUS) is a billing company, we are not the actual water provider. Hillsborough County provides the water to the entire property. They read their master meters and invoice the property for all the water consumed from the master meters. TUS is contracted with ************ *************************** to provide the service of reading each unit sub-meter, invoicing the residents, collecting payments, and remitting water/sewer monies back to ************ ***************************.The billing of water to the residents is a cost recovery program for the property.
  The issue involves a check payment that was received and cashed back on 6/16/22.The check was for the payment of service period 4/19/22 5/18/22. This issue involves a Non-Sufficient Funds (***) fee of $40.00, charged due to the ************ no longer honoring the same check as of February, 2023. The Check #**** was originally posted as a payment for the amount of $39.65 in June,2022.
  After the bank advisement, the amount of $39.65 was posted back on the account. This amount would again need to be collected, as payment for the bill for the same service period 4/19/22 5/18/22. When a check is charged back by the ************, there is also a Non-Sufficient Funds (***) fee posted for $40.00. The *** fees are non-waivable bank fees. They are charged to TUS, and passed along to the Sender of said returned check.
  TUS was notified by the bank institute in February, 2023, of the returned check. They advised it was due to a Closed Account. At that point, *** notified the resident of the issue with the check. There is no advantage to holding off cashing checks as those monies are part of the recovery program for the property. It is illegal to hold onto checks. Attached please find the balance ledger and a copy of the cancelled check. If ************** suspects a banking error, she should contact her bank institute to attempt to address the issue with them.
  Should ************** need further assistance, she should feel free to contact the **************************** Monday through Friday, from 8:00am 5:00pm.  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19420529
  
  I am rejecting this response because: Think acknowledges that there is no benefit to holding a check to delay deposit, but that is exactly what they did. Trying to cash a check over 6 months old, that was mailed and received over 6 months ago, triggered the bank to reject it and subject the account holders to fees. How can the recipient holding a check for 6 months become the burden of the check writer?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Think customer service to explain that my bill was double and that I believe there is an issue that I am connected to another unit. I requested that someone come out and check to see if in fact we are running some of our water on a shared meter. The unit owner above me has been out of town for the past 3 years but recently returned and has spent full time here the last month and that's when I noticed the increase. There was at one point someone who did come read the meter and suggested that our lines may be crossed but never did anything because the unit owner was absent. Think customer service told me they would charge me $100 to come out and inspect the meter or just send them a picture of the reading which solves nothing. it needs an inspection.

  Business Response

  Date: 11/09/2022

  To whom it may concern,
  
  Think Utility Services (TUS) is a billing company, we are not the actual water provider. Hillsborough County provides the water to the entire property.  They read their master meters and invoice the property for all the water consumed from the master meters.  TUS is contracted with the Association to provide the service of reading each unit sub-meter, invoicing the owners,collecting payments, and remitting water/sewer monies back to the Association.  The billing of water to the owners is a cost recovery program for the Association. It is important to note that TUS cannot add monies to the water/sewer rates. This is illegal. TUS receives no money from the water/sewer charges.
  
  To advise, a TUS technician visually reads the ********* at the property. I will list the meter readings for the past 6 months.
  
  10/24/22: 17540
  9/23/22: 17159
  8/19/22: 17017
  7/22/22: 16820
  6/22/22: 16650
  5/24/22: 16480
  
  To obtain usage, you subtract the end read from the beginning read, and multiply by x10.The water meter installed is a 10 gallon water meter.The usage from 8/19-9/23 was ***** gallons. The usage from 9/23 10/24 spiked to ***** gallons.
  Moving forward, it is recommended that the owner take periodic reads from the meter in order to confirm and spot check water usage. This will enable the owner to identify a situation in which excessive consumption could be a factor.
  Please note, TUS does not own the components that make up for the submetering system. The meters were not installed by TUS.  Should the owner have an issue with consumption, it is recommended that the owner hire a licensed plumber to trace the lines and fix any issues with the unit. 
  Since water sub-metering is a cost recovery for the Association, TUS cannot adjust an account unless the Association submits a written notification approving the financial adjustment.  The water/sewer monies owed by each homeowner belong to the Association and not TUS.  It is important to note that if TUS committed a billing error, there wouldnt be a problem in adjusting the account.  In this case, the reads are showing as accurate, and the consumption occurred.  
  
  I have no other solution at this time.  The issue remains in finding out where any excessive water is coming from.
  
  I hope this response provides some insight.
  
  Thank you, 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18367666
  
  I am rejecting this response because: Upon further inspection of the meters the following occurred:

  1. Both meters were very dirty and could not be read until cleaned.

  2. The meter number is marked on one meter and it is incorrect!  it says ***** when it should be *****. When the water was shut off it did not match the meter that you have claimed to be mine.

  3. This increase in bill is also consistent with the owner upstairs being here for the past 3 months that the bill increased with more than one occupant!

  It is the responsibility of think utility to read the proper meter.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/15/2022

  On 11/11/22, I spoke with ****************** on the phone. I explained that the meters were installed by a different company. Think Utility is simply the billing company. For this reason, Think Utility is not responsible for the meter installation or how the meters were labeled. However, Think Utility visits the property once a month to read the meters.  As such, the meter reader/ technician will meet with ***************** at her home in order to perform a water consumption test on the meter that it is assigned to her unit. Normally, there is a $100.00 fee for a water consumption test.  Think Utility is going to waive this fee and the water consumption test will be done at no cost to the owner.  

  Upon the completion of the water consumption test, we will provide an update. 
  
  Thank you.

  Customer Answer

  Date: 11/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, do not close my case until they actually come out .
  
  Sincerely,
  
  ***************************