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:09/16/2024

  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.

  Deposit of $100 put down to book driver to move 5th wheel, driver did not show up to move RV at scheduled date and time and broke their contract. Online it says if a driver is assigned to a job there is no refund. A driver was assigned but did not show up. We just want a refund or for them to show up and do the job we hired them to do. They need to be held accountable, the business seems fraudulent in business operations

  Business Response

  Date: 09/25/2024

  Dear ******,

  
  We were unable to locate your order in our system. To assist you further, could you kindly provide either your order ID, full name, phone number, or the email address used for the order? We will be happy to investigate the matter and provide you with an update.
  Thank you for your cooperation.

  
  Best regards,
  Brookwide

• Initial Complaint

  Date:08/23/2024

  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 made an online request for a truck that I purchased from GSA be picked up from the Norwalk Auto Auction, *******, ** and that it be transported to my home, ************************************************. My *****************, of Brookwide, *** texted me from his direct line of **************. He quoted a total of $300 to pick up and deliver the truck to me. He instructed me to pay $100 to Brookwide, *** VIA Zelle and to pay the delivery driver the balance of $200 dollars in cash upon delivery. After I paid the deposit, *** ***** told me first, that I now had to pay the driver $250 instead of $200 and soon thereafter told me I had to pay the delivery driver $350 instead of the quoted $200. Brookwide has never picked up the truck. I requested my deposit back. *** ***** told me to request it through their website, which I did. A few days later he told me to request the refund through Zelle, which I did. Now *** ***** does not answer my phone calls nor texts. I called Brookside's listed number, **************, explained that they have not picked up my truck and requested to speak with *** ******* supervisor. I was told that ***************** works for Brookside, ***> and I was told the supervisor would call me. As of today, August 11, they have not picked up my truck and no one has called and, though the website says they are open 24 hours per day now they do not answer their phone. .Please help me obtain my deposit I am a 77-year-old veteran on Social Security.

  Business Response

  Date: 08/27/2024

  Dear ***,

  We sincerely apologize for the inconvenience and frustration you have experienced.
  We advised that we were unable to locate the payment details in our system and kindly requested that you submit a refund request on **** so that we could process the refund promptly. We have attached screenshots of our end of the conversation to this response, showing that our agent reached out multiple times but did not receive any replies.

  
  Please be assured that we have now successfully processed your refund. We appreciate your patience and understanding, and we regret any distress this situation may have caused you.

  
  Sincerely,

  Brookwide, Inc.

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They are lying as they lied to me. I responded to all of their requests with my ZELLE refund information (TWO SCREENSHOTS ATTACHED). I also filled out three formal ZELLE refund requests each of the three times they asked me to fill them out.. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/29/2024

  Dear *******************,

  We already refunded you $100 via Zelle on August 27th. Please see the attached confirmation on Zelle. The screenshot has the bank's confirmation number and date stamp. If its not credited to your account, you should reach out to your bank to confirm the status from your side. 

• Initial Complaint

  Date:08/23/2024

  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.

  I am filing this on behalf of my daughter ******************************, who made a contract with ********* (Agent name is ***** ************)In July 2024, Brookwide quoted $2000 to transport two vehicles from ** to ** Scheduled Pickup date- 8/6/24. Order No. *********** (Attachment)8/7/24: Received a call from the person pretending he was Brookvide Agent (*****) and said he found a driver who could pick up two vehicles the next day, and also the price was dropped from $2000 to $1798. He gave us a phone number to a driver to arrange the pickup schedule, time, and place.Called the driver and he said he could pick them up the next day and asked us to send $298 deposit. So, we did. Note: The fake Agent and the scammer driver knew the details of the order- our name and contact, how many vehicles/type of vehicles, original quote amount ($2000), and from/to location. After the deposit was sent, contacted the real agent (*****) but he said he was not aware of anything and it must be a scam. As a matter of fact, he said he just found a driver to transport the vehicles for $2400 instead of $2000 originally quoted. We complained that the scammer knew all of our information/details so, the scammer must be somebody internal or information must have been leaked from their system. ***** said they checked the system but found no trace of being compromised. So, he said ******** was not responsible for the scam. At this point, we had no choice but to proceed with an increased price of $2400 since we needed to transport vehicles ASAP. 8/9/24 : Two vehicles were picked up at *********, **. The driver/agent told us it would take 4-5 days to deliver in the ******* area. We found the vehicles have been sitting in **********, ** for 7 days (one week) after being picked up, and finally arrived in ** on 8/19. We have the records of the text message exchanges for what happened as described above and available upon request. - Can't upload them due to size limitations. Thanks

  Business Response

  Date: 08/27/2024

  Dear ****,

  Thank you for bringing this matter to our attention. We deeply sympathize with the situation your daughter, has experienced. It is incredibly frustrating to deal with scammers, and we want to assure you that we take these matters seriously and are committed to assisting our customers when issues like this arise.
  Regarding the scammer who requested payment via a personal ************* account, as soon as we were made aware of this, we advised canceling the payment immediately and reporting the incident to ************* for their assistance. We understand how concerning it is that the scammer had access to specific details about your order. However, it is important to note that the information provided on the quote request form is shared with 5-10 broker companies, which may explain how the scammer obtained the details. This is the same information we have on file and use to help connect our customers with the best transport options.
  On the topic of the price increase, we want to clarify that our goal is always to find the best balance between competitive pricing and meeting customer deadlines. Unfortunately, in a dynamic industry like transportation, rates can fluctuate. We aim to avoid overpricing by offering competitive rates, but this also means that sometimes prices can change as we secure carriers. We want to emphasize that we would never dispatch a driver without your acceptance of the offer. In this case, we understand that you agreed to the revised cost of $2400 and signed an updated agreement.
  Finally, we have reported this incident to the national load boards fraud and safety team to ensure a thorough investigation. We are committed to addressing these issues and preventing similar occurrences in the future.
  We sincerely apologize for the inconvenience and stress this situation has caused.

• Initial Complaint

  Date:06/06/2024

  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.

  I hired them and then they hired another company to transport my vehicle who then damaged it. Now Brookwide says they dont have responsibility, even though they are the only people with the contract with the driver who damaged my vehicle, not me.

  Business Response

  Date: 06/13/2024

  Dear ****,

  
  We understand your frustration with the carrier company damaging your vehicle. While we are selective about which carriers we work with, unfortunately, accidents during shipping are sometimes unavoidable. This particular carrier had a rating of 4.9/5 and did not have any red flags indicating how they would respond to the damage that they caused. After the carrier unprofessionally abandoned your car and canceled the order, we were able to find another carrier to transport your vehicle at cost. We also refunded your deposit because the first carrier was unable to transport your vehicle and provided you with the first carriers insurance information to file a claim.

  
  It is unfortunate when a carrier damages a vehicle. Although we have no control over when and how this happens, our carriers are obligated to be responsible for damages and are bound by the terms and conditions they agree to when accepting an order. Because the carrier handles the shipment and we have no control over their actions, our contract with customers states that ********************** shall not be liable and shall be held harmless by ******* for the performance or nonperformance by Carrier, including but not limited to negligence or gross negligence.
  We are here to provide any needed documentation for the insurance claim and hope that you will be able to resolve this issue either directly with the carrier or through their insurance.

  
  Best regards,
  Brookwide

  Customer Answer

  Date: 06/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  You should not be considered a transport company when you do not transport any vehicles. You just hire randoms drivers that you then say you have no responsibility for. What value or service did you add to this transaction? Its your typical bait and switch business that is a plague to this country. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:05/21/2024

  Type:Order 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.

  bait and switch practice. provide quotation for auto transport from **-**. contract signed for the agreed amount with specific pick up and drop off date. on the pick up date, agent could not provide the time frame of a pick up. then at the end of the day, agent called to inform that the pick up vehicle was broken down but he found another pick up driver but it will cost 300$ extra. simple bait and switch. this type of practice should be stopped and the agent/ company should be repramanded.

  Business Response

  Date: 05/21/2024

  Dear ******,

  We apologize for your inconvenience and for your poor experience with us. It is never our intention to use Bait and Switch tactics, and we heavily emphasize the importance of transparency with all our agents. Being a low cost and high volume broker, we can't always get the pricing right. Agents price orders based on rates of previously completed orders, which don't always match with live market rates. Live market rates are often volatile in price and can drastically change from week to week.  For us to get the price correct 100% of the time means that many of our customers will have to overpay. 
  
  When a carrier reaches out with a counter-offer, we pass the options to our customers. Customers are in no way obligated to accept a higher priced carrier and would never be penalized or charged for rejecting the offer. This ensures that our customers have low prices and have visibility on all offers available to them.   
  
  We hope that you will consider using us in the future. 

  Customer Answer

  Date: 05/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service 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.

  04/24/2024, Paid $50 deposit from my credit card, $150 was due after car was delivered. they never provided the services, I called for days, always promises for ******** ********** for providing service. I have been calling for weeks, no answer until I called from a different phone. I spoke with same person Monday 5/13/24, he promised he will put my money back on my card within a few minutes, Same as before, nothing done. I don;t think its far to pay for service I never received.

  Business Response

  Date: 05/14/2024

  Dear *******, 
  We are sorry to hear about your experience with us. We will investigate the lack of communication and forward your feedback about the agent to the agent's manager. I can confirm that we refunded the $50. Refunds are instant from our side but can take 3-5 business days for the banks to process the funds. Please be on the lookout, I can assure you that you will be receiving the funds.  

  Customer Answer

  Date: 05/16/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/15/2024

  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 March 20th I got in contact with a ********************* from Brookwide Inc. I needed cars to be transported from ******** to ******* due to my family and I moving here. I got a quote from ***** for both of my cars on 4/3, same day signed thw contract I made with him which was for $1590 to transport both my cars. Cars were picked up from ******** on 4/4, when the cars were picked up, I asked the driver if I needed to pay him up front, and he said no, he said I would deal with the broker regarding the payment. When the cars were picked up, I received a picture to let me know they had been picked up. When the cars arrived to ** I was asked to send money through zelle. I told the person I was not sending it until I had the keys. Since I was still on the plane when they were delivering the cars I asked a friend if the cars could be dropped off at his house to which he agreed. When they got there with the cars, they were driving them, cars were dropped off, and I was notified. I sent the money via zelle since I was still at the airport, but there was a second broker involved in this and I was not notified. The second broker never paid the people who drove my cars hence they did not want to release them. I contacted the driver again and the cops and had them meet me at my friend's house. After a few hours they decided to leave the cars and tko

  Business Response

  Date: 04/22/2024

  Dear ******,

  
  We regret to hear about your experience.It seems that the underlying issue is that you released your vehicle to another carrier that we did not dispatch too. We dispatched it to *************** but your vehicle was released to another carrier.
  Our payment terms are always COD (Cash/Certified Check On Delivery), so the customer can inspect the car on delivery and make sure everything is good before the final payment. On the contract, its written in large font that the remaining Balance Due On Delivery" right were it states the remaining balance amount. Payments before delivery are against our company policy for both customers and carriers.
  Also, we dont have an agent named ****, we ask that you also check if there is another broker could have dispatched to the other carrier and collected the deposit.
  From our end we refunded your deposit and hope that you will be able to retrieve the Zelle payment from the account that you paid. Allow 3-5 business days from the refund date to reflect on your balance.Once a refund is processed from our end, it takes time for the banks to process it. 

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hi, I have attached screenshots of my conversation with ********************* whom confirmed that they were the right company, and he even said he got me confused with another customer. I had a friend meet the driver for delivery, he dropped off the cars and was about to hand the keys, but as soon as they heard that they had not received payment they took the cars back. At that time since ***** had already confirmed they were the right people, and the cars were good I sent the money via zelle because I was still on the plane. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/02/2024

  Dear ******,

  Our review of the provided text messages suggests that the initial carrier subcontracted the delivery to another party. Subcontracting is in direct violation of the Broker Carrier agreement and constitutes a breach of contract as the Carriers gross negligence. As per the agreement between Brookwide and you as well as Brookwide and Stallion,the Carrier is solely responsible for damages due to gross negligence.

  We have already issued a full refund on our end and provided a copy of the carrier agreement in our previous communication. We kindly request that you pursue resolution of this matter directly with ************** Inc.

   

• Initial Complaint

  Date:04/02/2024

  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.

  The broker ***************** offered to ship the car for $600 and later increased to 800. The increase was expected under the conditions the car be picked up Monday at 10pm which was the only option. The driver never showed and I couldnt get a hold of anyone. This company is a scam.

  Business Response

  Date: 04/08/2024

  Hello ******,

  We are sorry for the inconvenience on the pickup time. We understand that the driver was scheduled to pickup your vehicle at 10pm and wasn't able to make it. Because of the unexpected challenges on the road that can lead to delays, we cannot guarantee timeslot pickup. We are happy to learn that your concerns were addressed once the driver picked up your car the next morning.

  Again, we do apologize for delayed pickup but glad we were able to get your vehicle picked up and delivered within our contractual terms. We appreciate your business and hope you will use us again in the future. 

• Initial Complaint

  Date:10/02/2023

  Type:Delivery 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.

  Bill ** Lading for Load ID: *********** Missing Items I had your company ship my *** from *******

  Business Response

  Date: 10/13/2023

  We are sorry to hear that your SUV arrived missing items. I understand how frustrating and upsetting this must be, and I want to assure you that we are committed to helping you resolve this issue. You can reach out to our main line or the agent that helped you book the order and we can assist you communicating between you and the carrier company that transported your vehicle.
  

  It is not possible for us to control what happens on the road. We *************** that have an excellent reputation but incidents, although rare, unfortunately are unavoidable.This is why our contract states on section 5 of the agreement Any claim for loss or damage must be noted and signed on the condition report at the time of delivery. Any claims by ******* shall be exclusively filed against the Carrier.This is because the carrier is responsible for the goods while they are transporting. 
  

  Again,we are sorry to hear about your situation with the carrier and the distress this has caused you.

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I believe my personal items were taken while my SUV sat on the carriers lot unlocked and unattended for 10 days. I spoke with both Brookwide and Turbo Auto Carrier, and both parties will not take responsibility for not insuring my property was secure. I would like them to review security cameras, if there were any, and give me an explanation on what happened with the security of my and others property.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They have not addressed the issue of security on their lot while the automobiles are awaiting transport to the final designation. My SUV sat on their lot for 10 days unlocked, unattended, and unsecured, that is the issue that needs to be addressed.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/10/2023

  Dear *******,

  I hope the below message can clarify the misunderstanding.

  We would like to clarify on the 'issue of security on their lot'. We do not own lots and we have no control over security protocols of the carriers or the lots that they use. This is the reason our contract with the customer states that claims must be filed against the carrier and not with us. Article 5 of customer agreement: Any claim for loss or damage must be noted and signed on the condition report at the time of delivery. Any claims by ******* shall be exclusively filed against the Carrier.

  From the carrier side, the total distance the vehicle was contracted to be transported is **** miles, with a contractual estimated delivery time of 7 days. This service was contracted and vehicle was picked up on the same day, 09/16/2023. According to the *** you provided and the email confirmation from the carrier, the the car was dropped off 7 days later on 09/23/2023.  A driver can cover an average of 500 miles per day and this excludes unloading/offloading, traffic conditions and other factors. With the total transit time of 7 days over **** miles, its not possible that the carrier left the vehicle unattended for 10 days on a lot.  

  We do apologize for your situation but unfortunately, this situation is out of our hands. 

• Initial Complaint

  Date:07/25/2023

  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.

  We hired *********************, an agent who works for Brookwide Inc. to transport our vehicle from ******, ** to *************, ** on June 29, 2023 for our son to commute to work. On the invoice, the estimated delivery date was July 6, 2023 but we did not receive the vehicle until July 19, 2023 in *******, **. The carrier who transports our vehicle is ******** Auto Transport LLC. ****, who works with the carrier company, could not contact them nor they did not return his calls and he did not know where our vehicle was located at the time of transport. He had me, the customer, to contact the carrier to find out and settle this transaction. When we received the vehicle, the car was full of dead bugs in the front of the car and we did not notice the damages underneath the front bumper after the car washed. He also refused to help me file the damage claim to the carrier. Please refer to the texted communications attached below.

  Business Response

  Date: 07/28/2023

  We understand the inconvenience and frustration caused by the delayed delivery and take your feedback very seriously. We apologize for your negative experience with our company and the carrier we dispatched for your recent vehicle delivery. 
  Upon reviewing the situation, we found that the unfortunate delay resulted from an unexpected breakdown of the carrier truck. While we do everything in our power to ensure timely deliveries, mechanical issues are rare but can occur in any industry. 
  Our team has thoroughly investigated the matter and found that our agent attempted to provide you with regular updates during the ordeal. Nevertheless, we understand that this may have yet to alleviate your concerns.
  Given this incident, we have discontinued our partnership with the carrier responsible for your delivery. We hold ourselves to the highest service standards, and partnering with reliable and efficient carriers is crucial in achieving this goal. We are committed to working exclusively with carriers with a proven track record of reliability and excellent service.
  Our agent has provided you with the necessary insurance information for the carrier. We strongly advise you to proceed with filing a claim with their insurance company for any damages you may have incurred. 
  To further assist you, we have developed an easy to use damage claims template, which can be accessed on the resolution center on our website. This template will help expedite the claims process with the carrier. 
  If you have any further questions or concerns, please do not hesitate to contact our customer support team. 
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.