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:04/11/2025

  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.

  I signed a rent to own agreement between myself Stormor & Heartland for a 16x60 what was listed as a "tiny home" at the time a shell I received the Shed in 2023 it was unlevel the doors wouldnt shut and the walls windows and ceiling all leaked. Keep in Mind this Building was 27000$ initially My Payments are 960 a Month for 60 months the Principle Payoff Is 24000. I still have 30 Months of payments Remaining, @ What point can I Either Sue or Pay the least amount to Never Be contacted and out of this Horrible Contact In which Im Basically Paying 50% Apr for a Shed that isnt worth 20k and Ive had issues with it since day one Im asking That Heartland will Allow Me to Pay 19500$ to end the Loan or Im seaking Legal Action Because as of now Ive Lost 12000$ in what ive spent turning it into a liveable home Just for my county to tell me It was Manufactured in a way thats Taxable ect then having to Move it for 2500$ Bc No one would move it from stormor to a Different County So me and My Family Could live. Im trying to Be reasonable Id like to pay this off Asap and try and get rid of it I will not be able to cover my loses but i could cover what im willing to use to pay it off if it even cant be moved its not built for hurricanes and we experienced 2 and im here to tell you these arent safe they arent insurable.. I also didnt have a Job when I signed the Contract and No one asked different when I paid the downpayment so please ask them to make it right ive lost close to 40000$ so far if i let it go

  

  Business Response

  Date: 04/22/2025

  Replying to customer complaints is a top priority for Heartland Capital Investments. The Heartland team member dedicated to maintaining customer reviews and feedback has been out of the office and is currently awaiting confirmation of information from Heartland's operations manager. A reply will be sent as soon as information is received. 

• Initial Complaint

  Date:02/18/2025

  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 was a voluntary return of a RTO deck, the agent's of Heartland destroyed our fence and yard in the process using heavy equipment they ripped up 4x4s and fencing and damaged the yard also.

  

  Business Response

  Date: 02/25/2025

  Per the Rent to Own contract the customer signed with Heartland Capital Investments, the customer did not remove the fence before our drivers arrived to reposes the deck. Our driver had to pull up two fence poles and set the fencing to the side shown in the photo sent by the customer. Section 14 in the signed contract states, "For as long as you are in possession of the Property and until you obtain ownership, you grant us an access easement at the address where the property is located so that we can deliver the Property or retrieve it when this Agreement terminates. You are fully responsible for preventing obstructions and you fully assume the risk of harm that will arise if we have to remove any obstructions to recover the property." This property was still under the ownership of Heartland Capital Investments, not the customer, and the customer chose to terminate the contract. 

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there are gates to use there was NO impeded access they did not destroy property to install the deck, the fence has been there for years the police would have arrested them that night if I would have allowed it but I held back not wanting to do that to someone. Your response is absolutely unacceptable to not repair this destruction.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/04/2025

  We do apologize for the inconvenience this has caused, but we cannot control the ground being wet when removing our units. According to the driver repossessing the property, the deck would not fit through the gates of the fencing. He also said ******** was on the property and present when he was repossessing the deck, in addition to a portable building that also fell into payment default status. She did not make mention of the fact that she was upset with his operations. Our customer service department will be reaching out to Ms. Fahel to negotiate late account payments and possible fees. The portable building that was also repossessed was missing a door and filled with animal feces and hay. To repair the door and clean out the feces is a minimum of $250. At this time, we are unsure if the flooring will also need to be replaced. This is an additional cost to the $250. The customer has currently not been charged any additional fees. We hope we can come a settlement that both parties can agree on.

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I requested these items be returned to you MONTHS ago, you did nothing for MONTHS, I presumed you would get them when I stopped paying but you did not.

  I was on the property at the time he destroyed the fence but in a separate building working I did not see what he had done until that evening. Then I called the police who offered to arrest him but I declined that not wanting to do that to someone. I work in a phone and chat queue in a separate building the house flooded in 2023 so I actually live in that shed also. I had no idea he was tearing things up like that. If you choose not to do anything about it there is nothing I can do about it but what was done was vandalism and property destruction which is why LE offered to arrest.

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

  Customer Answer

  Date: 03/05/2025

  
  
  

  Complaint: ********
  
  I am rejecting this response because: I requested these items be returned to you MONTHS ago, you did nothing for MONTHS, I presumed you would get them when I stopped paying but you did not.

  I was on the property at the time he destroyed the fence but in a separate building working I did not see what he had done until that evening. Then I called the police who offered to arrest him but I declined that not wanting to do that to someone. I work in a phone and chat queue in a separate building the house flooded in 2023 so I actually live in that shed also. I had no idea he was tearing things up like that. If you choose not to do anything about it there is nothing I can do about it but what was done was vandalism and property destruction which is why LE offered to arrest.

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

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.

  In Texas, the act of cutting or destroying a fence, is a felony offense, punishable by imprisonment. LE offered to arrest the subcontractors of Heartland Capital that night they did not have my permission or a court order to remove that fence and destroy my property. I have the officer's name and case number.

  They and their subcontractors need to know and remember this. I did not do it because I did not want to ruin that young man's life potentially by being arrested that night.

  However, I am tired of them and you cannot compel someone to do the right thing that is decided by their conscience.

  I am an elderly person with a disabled son and a farm animal sanctuary, our home flooded in 2023, the insurance company paid nothing. As a result we live in a shed on the property and have severe financial problems. I begged Heartland to make some payment arrangements with us so we could keep the property they refused, then I begged them for months to pick the property up they finally sent someone out months and months later.

  Some friends and family are going to rebuild the fence when I save up the money for materials. I removed the negative ****** review with pictures just wanting this to be over now. I also cannot afford any cost of Mediation, etc.

  Please close the case they are not worth any further time or effort. Thank you.

   

  Regards,

  
  

  ***** *****

• Initial Complaint

  Date:01/30/2025

  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 November of 2024, my wife and I purchased a rent to own storage building through ***** ******* **** with financing through Heartland Capital rent to own financing. We made a down payment and were told our monthly payments would be $410 per month. Also that we would be contacted by a representative to set up a payment schedule. Finally around 12-9-2024 our payment slips arrive. Two weeks later they started calling saying we were behind on payments. We told them , that we were not behind we didn't have a payment due until 1-9-2025.They continued to call threatening to repo our building. I finally worked it out in a payment plan. The day our first payment installment was to be paid one of Heartlands drivers showed up to repossess our building. The driver contacted Heartland for us to find out what was going on. The representative said we were behind on payments and they are repossessing our building. We told her we spoke to *** the previous Friday, 1-24-2025. and everything was supposed to be fine and that we had our payment.. The lady on the phone told us we didn't have our full payment. That now our payments are $700 a month but still no explanation for the increases in amount. She told us if we paid $700 today, 1-29-2025 and another $700 in no later than a week we could keep the building. I refused to pay the $1400 in total. They could not tell me a reason for the increase, Also the building was falling off its blocks and leaning forward and they would not fix the problem. After the phone call ended, the driver repossessing our building told me that he repos at least 5 buildings a day and takes them to a lot in Zebulon,NC . That Heartland already had our building resold. That Haertland does this kind of thing all the time. We had no choice but to let him take our building. On top of everything the lady on the phone was very rude. She told me when I was able to get my financial affairs in order to call them and she would sell us another building.

  

  Business Response

  Date: 02/04/2025

  During the initial Welcome Call with the customer on
  November 18, the customer chose the monthly payment date to be the 21st of each month. We allow our customers to choose the most convenient date for
  them. After the call, payment information was emailed to the customer, along
  with a text message with the customer’s account number and an easy-to-use
  payment link. The first Rent to Own Payment not received on December 21 when it
  was due. We messaged the customer four times between December 23 and January 6
  alerting them of the past due account. On January 6, the customer called and
  stated he had not received the initial payment information. After confirming
  the email address where the payment information was resent, the customer
  requested we send it to a different email address. The customer said he could
  not make a payment that day but would be able to make a payment around January
  21 and confirmed the payment amount of $489.27. As part of our automated
  accounting system, the customer did receive five ‘past due reminders’ between
  January 9 and January 21 (the date the customer had told us he could pay). On
  January 22 a final attempt message was sent. On January 23 a Heartland customer
  service representative called the customer but did not receive an answer and
  voice mail was not set up for the phone number we have on file. At 12:30 p.m. the
  same day, the customer did call back and made arrangements with Heartland to
  make a payment of $150 on January 24 and $350 on January 31. The customer was
  told Heartland would work with him on payments, and the customer was thankful. The
  customer’s credit card declined on January 24 and the customer was alerted. We
  received no reply to our message or call. The customer was sent notice of repossession
  January 25. We believe Heartland Capital Investments made every effort possible
  to facilitate payment options that would work best for the customer before
  ultimately repossessing the building on January 29.

• Initial Complaint

  Date:12/30/2024

  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 was sold a building that is unusable and in terrible condition. When I signed for the building it did not have any information pertaining to the condition. It has a entryway sized hole in the back as well as a used mattress, and a used toilet. It was also placed in a spot I did not like. I have contacted the company multiple times over the past year. They either will not return my phone call, or if I am late on a payment which happened once over the summer they say they cannot help me until I am up to date on payments. Once I was up to date, they still have not helped me.
  At this point I want my money back or a replacement and to not get harassed by this company anymore. They call me nonstop about my payments that I now refuse to pay because they will not fix this issue. I purchased this building in January of 2024 and it has been unusable since day 1. I am also a disabled veteran and am not able to physically deal with the situation. Please help me resolve this issue. I have attached pictures below as well.

  

  Business Response

  Date: 01/30/2025

  This building was sold in 'as is' condition to *** ******* by a dealer partnered with Heartland Capital Investments to provide a Rent to Own contract on the purchase. Our notes say the building was sold before a repair could be done and a repair request had not been turned in at the time of sale on Dec. 26, 2023 from the lot. On Feb. 5, the customer stated a repair order had been put in. On Aug. 6, the customer contacted Heartland again saying the repair had not been made yet, it was not cleared out before delivery and was not placed in her desired location. This was the first mention to Heartland about the repair after the Feb. 5 phone call. *** ******* called on Nov. 4 requesting Heartland come clean the building, but the account was past due. The customer has not made since Oct. 31. We are in currently in contact with the customer working on a negotiation to recontract the building to compensate for the dealership lot not repairing and cleaning out the building.

  Customer Answer

  Date: 01/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It does not explain why I was sold a shed that should be condemned and does not give an answer to how they're going to amend or fix it or help with something of equal value. I paid 10 payments faithfully while I was attempting to reach out to heartland Capital and the supplier who sold me the shed (fox valley portable sheds) fox valley blocked my calls so I resorted to attempting help from heartland Capital. I paid $2400 total so far towards a condemnable shed and this is all you can do for me? I am a disabled veteran and I can not higher a hazmat team to clean out something I didn't sign for to be in such disgraceful of a condition. You will be hearing from my lawyer.
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 02/07/2025

  HCI’s customer service team and operations manager worked all
  week with the customer and other dealer reps we have in that area to find a
  solution, and repair and clear the building. It has come to our attention that the
  materials to repair the building were in hand by someone contracted by
  Heartland, but that individual is no longer with us. We now have someone
  scheduled to take care of the cleanout and fix the building, either February 1
  or 11, 2025. We are currently waiting to hear from the customer if one of those
  days is acceptable. We cannot speak as to why the building was sold in the
  condition it is in, we are just the company providing the rent to own program
  and contract for the customer. We are not on site at Fox Valley Portable Sheds
  to know the condition of the buildings. 
  

• Initial Complaint

  Date:11/05/2024

  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.

  I "purchased" the shed on 04/12/2023 with a set payment plan of $548 and some change each month for 24 months totalling just over $15,000. When I signed stating what I thought was that agreement I was not given a physical copy but told I would be sent one however I was not. In August of 2024 the monthly price went up to 560 and some change. That's when I learned an added $10,000 was tacked onto the contract without my knowledge totalling 24,564.78. I told them to come get the shed as I would not be paying another 48 months worth of payments at 560+ dollars as that is not what I had agreed to when signing for the shed. I told them on multiple occasions to come get it and they continued to refuse, charging me for another 3 months. They have yet to pick it up and today is 11/04/2024

  

  Business Response

  Date: 11/13/2024

  This customer, in fact, signed a Rent to Town contract for
  60 months at $525.86 per month, totaling $31,551.60 over the course of the
  rental term, as stated on Page 2 of the rental contract. This unit was not “purchased”
  but instead utilized by the customer as a rental. The “$15,000” amount
  mentioned is the cash purchase price, which is exactly $14,835 without the
  monthly rental charge. We were first contacted by the customer via text on
  9/18/24 requesting the building to be picked up. We replied on 9/19 advising
  the customer to call our call center at 270-247-3199 as we do not take pick up
  requests via text. A call was never received by the customer. Because of this, the
  account was turned over as an involuntary repo (default) because of delinquency.
  It was added to our driver’s map for pick up on 10/23/24 for repossession and
  is still pending pickup. The contract signed by the customer is attached. 

• Initial Complaint

  Date:10/17/2024

  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.

  I rented a building from them, and then my husbands health got bad and I had to cut back on working to take care of him and was no longer able to rent the building, I notified the company and then came and got the building but has since charged me $300 for the pickup. That was not in the contract.

  

  Business Response

  Date: 10/21/2024

  The rental agreement contract that *** ******* signed with Heartland Capital Investments states in Clause 15 that "In an Event of Default, Lessor shall be entitled to enter Renter's property to recover or repossess the Leased Property (without a breach of the peace) and may recover from Renter any unpaid rental payment or other charges." These charges include the $300 pick up fee that is charged, per Heartlands' policy, when picking up units in default. 

• Initial Complaint

  Date:09/26/2024

  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.

  On 5/27/2024 I ordered a shed for $7,717.00 with a 5 year warranty! After the shed was delivered setup on a rainy day ( I didn’t think they would deliver on a rainy and wet ground) and leveled my there personal. I called **** from *********** Storage at ************ were I purchased the shed from. Who came out on 8-20-2024 to see if he could fix the door (he couldn’t fix it) so he put in a ticket for the repair. I have contacted them several times but no one has answered the question when will they fix my door?

  

  Business Response

  Date: 10/04/2024

  We are a rent to own and 90 day same as cash provider. This customer utilized Heartland to purchase a portable building using the 90 days same as cash. Customer paid the building off in full on Sept. 6, 2024. The repair complaint the customer references needs to be directed to the portable building dealer the building was purchased from, as they are in charge of the repairs. Dealers are not employees of Heartland Capital Investments. 

• Initial Complaint

  Date:09/26/2024

  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.

  This account was paid in Full on September 20, 2024. Garage was ordered in August of 2023, constructed October 31, 2023. Deposit of 2285 was paid in August 2023. The original price was 15K after the deposit it was 13K. We paid the payment and the 337 rent since January 2024. We did an early pay off and paid it off September 20,2024. We are asking for Certificate of Ownership which we are being told we cannot get for 30 days. We need the Certificate of Ownership before the 30 days. We paid it off, the check cleared, and we rightfully should get our certificate of ownership. I offered to have them call the back and get verification of the clearing of the check. they will not do it, I offered to send the cancelled check, Will not accepts it. I have asked 2 times to speak with a supervisor and always told no one is available. the resolution that we want is certificate of ownership before the 30 days. Customers who pay off early should get certificate of owner ship a lot sooner. With today's technology, it should not take 30 days for them to verify clearance of check.

  

  Business Response

  Date: 10/01/2024

  This customer was emailed a Paid in Full Letter on Sept. 25 around 8:30 a.m. to the same emailed address used in this complaint. It is company policy that if the Payoff Payment is in the form of a check to wait 30 days. If the customer would like us to resend the Paid in Full Letter, they may contact our Customer Care Center at *************

• Initial Complaint

  Date:08/12/2024

  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 absolutely think this is the worst company to deal with. I purchased a shed from a gentleman and delivery was so simple. But I had to relinquish my ownership of the shed due to moving/no longer needing the shed. The company Heartland Investment Company gives us the runaround of “oh, all drivers are independent and we don’t have a schedule of when they are going to pick up. I have now moved and the home it is at has been sold. I gave Heartland plenty of time to pick it up, but a month later it has not been picked up. The new owners of the home are now coming to file legal fees against us because it has not been removed. Do not work with this company at all!!!!!

  

  Business Response

  Date: 08/12/2024

  This customer left a review on Aug. 7 and received the following response:

  "As the customer has stated, our pick-up and delivery drivers are independent contractors and not employees of Heartland Capital Investments. We submit the request to the drivers to schedule the pick-up of units, but it is not in our authority to dictate the date they do it. The customer is welcome to call our customer care center (************) and request an escalated pick-up through our call center."

  It is noted on the customer's account that the customer has been in touch with our customer care center today, Aug. 12, and was informed a repo driver is in his area and can get the building today.

  Customer Answer

  Date: 08/13/2024

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

  It has not resolved the issue. We received a certified letter from the new owners of our old residence that it MUST be picked up by Aug 15th, 2024 or they will claim it as their property because it is “abandoned.” It has been a month, there is no reason it should take this long. Maybe you need to hire internally to make sure this does not happen again. I assume NO responsibility for this shed or the repercussions it may cause. 

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

  

  Business Response

  Date: 08/15/2024

  This building was picked up by the driver on Aug. 14, 2024, on day before the deadline the homeowner expressed in the certified letter to the customer. The building is no longer on the property and has not been claimed by the new homeowner as 'abandoned' property. The building is in the possession of Heartland Capital Investments.

• Initial Complaint

  Date:05/29/2024

  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.

  I’ve been a customer since 2022, I’ve definitely had my share of ups and downs financially, but as of recent, I’ve made $150 of my $200 payment, which is already past due. I was told today that I needed to pay $311 and change as the minimum, I knew I didn’t get paid til Thursday, so I tried to think quick as I got a text stating “repo driver dispatched” clean out contents when I’d already been in contact today saying I’d pay Thursday. They did say they can only note the account as it is over 60 days past due (69) I was able to borrow the money for the payment thankfully, I called at 4:57pm CDT, yes, we’re in the same time zone, to make the payment for the past due minimum. The automated system said their office was closed. I know it’s only four minutes early, but that was the quickest I could borrow the money. If you call and try to go through the automated payment system, it makes you pay the full payment past due so here. I am with necessary stress throughout the night worrying if someone’s going to show to my daughter to take my building when they shut off their answering service four minutes early. You would think if they were wanting to collect the money for mine and I’m sure plenty of other accounts, and they had sent it to repo status that they would stay open through the stated business hours so customers could make their payments, or have an automated payment system that you could pay the partial amount owed.

  

  Business Response

  Date: 06/14/2024

  Hi ******,
  Our automated system and online
  platform are set up to only accept full past due amounts. Once an account
  reaches that state of delinquency, pending repossession, you must get in touch
  with an Account Specialist to determine what will be required, if less that
  total past due balance, in order to avoid repossession.
  Our phone system does shut
  off five minutes before 5:00 in order for our Customer Service Specialists to
  have time to assist callers before our offices close at 5:00.