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:11/07/2023

  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.

  I purchased a ********** fridge in March 2023, installed it in April 2023 and the fridge stopped working July 2023. ********** refuses to honor the warranty which gives a replacement after 3 services calls. The fridge has been taken apart 4 times by technicians. Details were sent to support in July, proof of purchase sent in September and the RMA was denied in September. The details were provided again to ********** instagram and new customer support (Onpoint warranty) in October. I have been without a refrigerator since July.

  

  Business Response

  Date: 11/07/2023

  Hello Our team is actively working with you, we have the proof of purchase we are awaiting the photo of the model and serial number to move forward with your request. Once received we will be able to assist with a resolution. We apologize for this inconvenience and look forward to serving you in the future.

  Customer Answer

  Date: 11/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the  proof of purchase was sent  via e-mail on Sept. 7, 2023 to **** *** *********, the previous Customer Care contractor for *********i.  OnPoint Warranty, as the new contractor, informed me that they didn’t receive all the files from their predecessor,  and it was their first day working on the contract. OnPoint Warranty requested that I resubmit the proof of purchase. The model number and serial number were shared on the phone with a rep., and the proof of purchase was submitted, simultaneously, to the rep via e-mail on Oct. 24. I received  another e-mail from OnPoint Warranty on Nov. 7 requesting I submit the information again.  I obliged and resubmitted the same information three times ( 9/7, 10/24, 11/7) for the same case. On Nov. 10, I received  a phone call from Customer Care/ OnPoint Warranty to resubmit a picture of the sticker in the refrigerator for the serial number.
  
  
  
  Sincerely,
  
  
  
  ******* *

  

  Business Response

  Date: 11/16/2023

  We received the photos you sent in and submitted your request for completion. Someone will reach out with the next steps soon. Thank you for your time and patience while we work to get this resolved for you.

  Customer Answer

  Date: 11/26/2023

  
  ********** ********
  
  
  
  I am rejecting this response because: Despite seeing the proof of purchase on three separate occasions (Sept. 7, Oct. 24, Nov. 7), I received an e-mail request for the proof of purchase on Nov. 22. I forwarded all e-mails with the proof of purchase for the fourth time on Nov.22 
  
  
  Sincerely,
  
  
  ******* *

  

  Business Response

  Date: 12/11/2023

  Hello, We have processed the Claim on our end, and sent the request to the Distributor. They are handling the Claim from here and will contact the consumer to move forward. Thank You 

• Initial Complaint

  Date:10/24/2023

  Type:Product 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 purchased a new **** Ice Maker from **** *** on 3/24/23 for $575.96.
  On August 15, 2023- the ice machine stopped working. We worked with this warranty company for the next 2 months back and forth to get a replacement as it is under warranty. We received a new unit 10/8. A few days later the unit that was sent to us was discovered to also be defective. It leaked water all over our floors. When inspecting the replacement unit. I found corroded parts and old wires- showing this replacement was not a new or in good condition machine. I have once again reached out to this support warranty center to get a replacement that is not defective. I reached out again on 10/12/23 and they asked for my serial number for the defective device. This information was provided on the same day and I have received no further communication about a replacement or refund. I have sent follow up emails
  With no reply. At this point I would prefer a new **** ice maker that is free of damage OR a refund of my
  Purchase price.

  

  Business Response

  Date: 10/24/2023

  We understand the replacement unit, covered under warranty, is experiencing issues. We regret to inform you we are no longer the designated administrators for your warranty. For further support, please reach out to **************.  We apologize for any inconvenience.

  Customer Answer

  Date: 10/27/2023

  
  
  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,
  
  
  
  **** *********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/27/2023

  Type:Product 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 purchased a ** ***l through ******* ****** for $500.00. I purchased Dec of 2022. It is broken and is still under warranty so I called ** to **t a replacement. I spent 3 weeks going back and forth about "testing" to make sure it is broken. I had to take apart. After 3 weeks, they agreed to send a new one. They took a $300.00 deposit on my card-"to make sure I returned broken one".
  They said ***** would reach out to take care of it. Never happened. I am a month in. Now, ** Electric says that we cannot reach On Point Warranty via phone but knows they will call back. ** is responsible along with On Point. No new ice maker, broken old one and a 300 hold on my credit card.

  

  Business Response

  Date: 09/28/2023

  The customer will receive a new unit and the tracking for that is as follows* ************* Thank you for keeping us aware of concerns brought to your attention by our customers

  Customer Answer

  Date: 09/30/2023

  
  
  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,
  
  
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  A ********** refrigerator was purchased august 2022. Freezer began making a loud noise middle of august 2023 before manufacture warranty expired. Knowing that problems were starting , when I received an email from this company which I thought was ********** I agreed to purchased this extended warranty which started 9-1-23 The appliance was purchased for an elderly neighbor who doesn’t do computer anything. I 1st reported problem approximately 8-12-23 with repairman coming 8-25-23. Repairman said had to order a new part about 9-5-23 supposedly fixed. Two days later noise again, Called ********** which goes to on point warranty on 9-11-23 explained not fixed was told would refer to another repair company, Retreat repair, who would call me back by 9-15-23. No call, called back 9-15-23 late in day said would refer again. On 9-18-23 I again called on hold 35 minutes and I hung up. Called the original repair company told them my situation who said they would come back but only with me getting authorization code from **********. Called ********** again did reach rep who said referral was never made because there was no other repair co. In my area but did give me auth number that I had to call the original repair who came back out today, 9-21-23. Again part has to be ordered. This has been over a month, elderly lady who is kept up at night by the noise, but doesn’t like to complain-please see why we can’t get this fixed or replaced. Thank you —-certification/contract number ********** serial number of appliance **********

  

  Business Response

  Date: 09/27/2023

  Thank you for taking the time to let us know your concern. Unfortunately, our team is not responsible for the Claim on your Freezer. We have sent the information you provided in this complaint to the correct party that is handling this Claim.

  Customer Answer

  Date: 09/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Nothing has been resolved, this particular location for on point warranty not handling this claim and it has been forwarded to the correct location. Does a new complaint have to be filed? Will we not continue with this complaint until completion?

  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 10/06/2023

  We have reached out to the warranty department handling this Claim and they have advised the service provider will contact the consumer once the part is received for scheduling. 

  Customer Answer

  Date: 10/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: repairman has been to residence 5 times already and is scheduled to come back 10-10-23 to try another replacement part. Problem has not been fixed. The repair company is prompt in responding to our calls but the problem still exists. Nothing has changed.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 10/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am rejecting this response because: repairman has been to residence 5 times already and is scheduled to come back 10-10-23 to try another replacement part. Problem has not been fixed. The repair company is prompt in responding to our calls but the problem still exists. Nothing has changed.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:09/11/2023

  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.

  All information needed is included in the attached letter that was sent to the business

  

  Business Response

  Date: 09/11/2023

  Hello,
  
  This complaint belongs to another organization and we have provided the details to the consumer. 
  
  Thank you

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 09/21/2023

  We apologize for any inconvenience, However we are bound by the Terms and Conditions applicable to your contract. Mold is not covered within the terms of the warranty. We are unable to reimburse the cost of the part/repair.

• Initial Complaint

  Date:08/21/2023

  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.

  I tried to get my GE Opal Ice Maker 2.0 repaired under the one-year warranty and was given the excuse that I did not purchase from an authorized dealer. This product was purchased through ******, and there is no way of determining who an 'authorized dealer' is, or that it was ever a requirment to get service. The product manual states: "If the ice maker fails due to a defect in materials or workmanship, during the limited one-year warranty, GE Appliances will either replace your product with a new or remanufactured product, or refund the purchase price of the product at GE Appliances sole discretion." No where in the manual does it mention anything about an 'authorized dealer'. The people at their warranty company use this as a lame excuse to refuse to service the products they are obligated to support .

  

  Business Response

  Date: 08/22/2023

  GE Appliances provides a limited one-year warranty against product failures due to defects in materials and/or workmanship when products are purchased through an authorized dealer. The proof of purchase the consumer provided confirms the product was not purchased through an authorized dealer, therefore cannot be covered under warranty. The consumer purchased through a 3rd party dealer called ***** via the ****** marketplace.
  
  We recommended reaching out to the reseller for any further resolution beyond our troubleshooting steps.

  Customer Answer

  Date: 08/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No where in the Product Manual does it state anything about an Authorized Dealer. To quote the manual: "If the ice machine fails due to a defect in materials or workmanship, during the limited one-year warranty, GE Appliances will either replace your product with a new or remanufactured product, or refund the purchase price of the product at GE Appliances sole discretion." No where does this mention anything about what source the machine was procured from. This response is parroting the orignal response given by the customer service representative and is an insufficient response to my problem.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/15/2023

  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.

  I purchased the Opal Icemaker 2.0 (for $649.00 from GE) and experienced issues within the warranty period. I was sent a replacement machine that I was charged $300 for and within the last year have again experienced issues with it making ice. The machine gets very hot and will not make ice. I read online that this is an engineering issue and a known issue in which the unit does not get enough airflow. So I decided to remove the back cover and clean the evaporator coils. After doing so the machine began making ice, but at a slower pace. I placed a fan on the left side of the unit blowing into the air intake and experienced much better results. I contacted GE's support department from which I was told the unit was out of warranty. I then asked that they review my claim because I had been experiencing the issue while under warranty, but was trying to troubleshoot and resolve it without having to deal with OnPoint warranty (due to their horrible customer service turnaround time). I eventually realized the unit could not be repaired by me as it began to form a white solid substance at the base of the machine (seems it was liquid that leaked out and solidified). I am now being held hostage by the warranty company because they want $250 upfront to ATTEMPT to fix the machine and if they cannot they will scrap it. I asked if I could get a replacement if it could not be repaired and they said no. This should not be the case for a $600+ appliance.

  

  Business Response

  Date: 08/24/2023

  Our team has reached out and resolved the issue with the consumer. We are working with the manufacturer in providing a refund to the consumer. We want to provide customers with an excellent experience with our support team and hope this is resolved quickly.

• Initial Complaint

  Date:08/08/2023

  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.

  This is my second horrible experience with this company
  
  Process followed by me as the warrantee holder:
  1. Deductible paid
  2. Emergency status granted for me to get my own contractor because On Point was not able to secure one
  3. Estimate for work sent, On Point made no response to the effect it was too high, nor did they attempt to send out their own servicer to provide an estimate
  4. Work completed by the contractor I secured
  
  Reasons the proposed reimbursement of $1422.25 is not correct or sufficient:
  Aspen 3-ton Coil - $447.50
  This is the manufacturer cost to a distributor not what it cost a homeowner
  
  Break down of what my Warranty covers/what i was invoiced
  Refrigerant R 410A - 6lbs replaced at an invoiced price of $90 a pound
  Reimbursement only incudes the first 3 pound ($110 / 3 = $36.67 per pound)
  This is again the cost of refrigerant not what contractors charge for it.
  I have called 4 contractors in my area; all are charging between $80 and $90 per pound.
  
  It needs to be broken down into the below. First trip is when they refilled refrigerant, second trip was the coil install. I will have it from them shortly
  $100 trip fee (first trip) - Added 3.5lbs Refrigerant
  $125 Labor fee (first trip - Tech) One hour - Added 3.5lbs Refrigerant
  $100 trip fee (Second trip) Coil Replacement
  $250 Labor fee (Second Trip - Tech rate) two hours - Coil Replacement
  $120 Labor fee (Second Trip - helper rate) two hours - Coil Replacement
  Total Labor should be $695 he is only charging $625
  Total reimbursement should be $3,165 see below for details
  Coil replacement total cost
  Coil - $2150
  Labor/Helper Labor/Trip fee -$500
  Total - $2650
  Total Coverage capped at $2,500 for HVAC Repairs
  Refrigerant replacement total cost
  6lbs at $90 per pound - $540
  Labor/Trip fee -$125
  Total - $665
  Total coverage for refrigerant capped at $1000
  Total reimbursement to be paid per contract terms = $2500 + $665 = $3,165

  

  Business Response

  Date: 08/21/2023

  *** ******* has been approved for a reimbursement of $1,422.25 for covered HVAC repairs. *** ******* feels he is entitled to the full coverage amount of $2500. If there were additional, failed, covered components those cost would have been included in the payout of $1422.25 not to exceed $2500.00, In this case however, the parts that have failed, and the labor to rectify this, have a total of $1422.25.  We are currently awaiting acceptance for the payment of $1422.25. 

• Initial Complaint

  Date:07/17/2023

  Type:Product 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.

  Please see attached Word doc with full details including links to receipt, video demonstrating faulty product, and picture showing what was sent as a replacement unit. The document also details how support was helpful in the beginning but then all of the sudden refused to even communicate.
  
  Opal Ice Maker 2.0
  Date of purchase: March 11, 2023
  Date started with Opal Support unit: May 15, 2023
  Purchase price: $539.33
  
  *defective unit, became evident within a few short weeks
  *contacted support, paid $300 hold for shipment of replacement unit
  *replacement unit defective, disgustingly filthy with wifi faulty (acknowledged in person over the phone from support manager)
  *told would receive a 3rd unit, brand new this time
  *NEVER have received shipping information or in fact any communication since
  *I am left with a defective product and what appears to be an apathetic product support unit that refuses to do their job or follow through on their promises
  *best resolution for this is a full refund, the product just does not appear to perform as advertised, nor does the product support
  *I can submit every single email communication (33 in total) if needed
  *The support unit does not seem interested in any type of resolution. I even let them know I was going to have to choice other than to submit a complaint to the BBB. This was not even acknowledged by them. This could have been avoided completely if they did their job and provided customer service, and stood by their product

  

  Business Response

  Date: 07/24/2023

  *** *******, we do apologize for experience with your
  Opal Ice Maker and the replacement product you received. This will be addressed
  directly with the repair facility. As of this message we have shipped a product
  return box to your address, free of cost to you. Upon receipt of the ice maker
  in the repair facility, a refund will be provided to you directly. 
  Additionally we appreciate the feedback on your customer service experience. We
  strive every day to provide the best customer service experience possible, and
  your feedback will go a long way in that endeavor.
  
  We understand the box tracking number has been provided
  to you in separate conversations. If not, that tracking number is as follows:
  ************

  Customer Answer

  Date: 07/25/2023

  
  
  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,
  
  
  
  ***** *******
  

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service 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.

  I recently purchased an Opal 2.0 machine on eBay. After setting it up and following the directions for use, the machine started to make noise. We looked into the manual, and it said it was normal for the first couple of days. It continued to make noise, and the ice then started to have an odd taste. I reached out to the company, emailed them and they told me to re-look over the manual and if that does not help, buy a cleaning kit. So, they offered no assistance with the unit which was only set up for 7 days at that point. I also stressed this to them when they emailed me. I have sent them an email since and never heard back. So I messaged again and asked if they would be assisting me with the unit and I still am ignored. As of today, I reached out to the seller who I purchased it from, they advised me to reach out to GE. Still no help at all. I think the unit has a defect, and the water taste is strange since we are using filtered water to fill the unit with ice. I also noted this when I reached out to GE as well. The noises continue, and the ice still occasionally has an odd taste to it, like a chlorine or chemical taste. The company needs to reach out to me and take care of this issue. I also looked online at other people who purchased this unit, and they mentioned various issues, however, they reached out to GE and GE does not like to offer help. This seems like I am in the same boat. If GE does not want to take care of the issue or offer a replacement, they need to give me my money back for what I paid for this unit and I will get another brand. So far, GE seems to be extremely negligent and careless in helping its own customers. The images included are for the extended protection plan I purchased, as well as the information for the entire order. I have also included the sticker on the back of the unit with the serial number, which is the same picture I sent to GE.

  

  Business Response

  Date: 04/28/2023

  After reviewing this customer's ticket, our team has concluded that this product was purchased from an unauthorized dealer and has purchased coverage from a different company. We have contacted the customer to let them know this and have directed them to the correct support team. Thank you for keeping us aware of concerns brought to your attention by our
  customers.
  

  Customer Answer

  Date: 04/28/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In the manual, warranty card that comes with the unit, and on GE's own website, it does not say anything about this. When they first emailed me about what to do, they told me something completely different. Just to look at the manual to make sure it is set up right, and if that is not the case, then they told me to buy a cleaning kit for it. They NEVER told me this was not covered until I made a complaint since they did not respond to me. They advised me to reach out to the person I purchased it from, and they do not accept returns. The extended plan I got through Square Trade will not do anything for me until the manufacture's warranty is completed.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 05/08/2023

  Our team is reaching out to the customer again to direct them to the correct extended protection plan company. We want to provide customers with an excellent experience with our support team and hope this is resolved quickly for the customer. Thank you for keeping us aware of concerns brought to your attention by our customers.