Complaints

This profile includes complaints for Kalahari Waterpark Resort Convention Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kalahari Waterpark Resort Convention Center

  PO Box B 250 Kalahari Blvd Pocono Manor, PA 18349-0020

• 

  Kalahari Waterpark Resort Convention Center

  250 Kalahari Blvd Pocono Manor, PA 18349-0020

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:12/18/2023

  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.

  My mom purchased the 10 pack of day passes last year on black friday to be used this year, in all the ads it says good for the 2023 year. The passes have expired 11/21/2023 we didn't even have 365 days they were purchased 11/25/2023 to use them. I called and was told basically sorry about our luck, having no sympathy that my mother lost her husband of 38 years a little while ago. This was a Christmas gift to her grandchildren where she goes with and enjoys the day with them. I am very upset that a company of this size has no sympathy and can't extend the expiration date on the passes so that a grandmother can attempt to enjoy a day with her grandchildren and now out the $500 it cost her.

  Customer Answer

  Date: 12/17/2023

  It was with poconos and the transaction was in her name ***********************. I will have her contact you tomorrow. 

  Business Response

  Date: 12/21/2023

  Thank you for contacting Kalahari Resorts in the Poconos in regard to the purchase of online Waterpark Passes. First and foremost, I want to apologize about the conversation you had with one of our representatives. That is definitely not the Kalahari standard and apologize the agent did not sympathize. I am terribly sorry for your loss. It will be my pleasure to extend all 10 passes for you until May of 2024. This way, you are not in any rush to use them. To make sure on all ends these passes are extended, I am going to provide the email of the Waterpark Assistant Director. Please send him an email of the order number, first and last name the passes are under and a date you would like to use them if you have a date in mind. If you do not have a date in mind, please be advised to email Jordan at least 1-2 prior to make your reservation to ensure availability. The email is ***********@Kalahariresorts.com. 
  
  Thank you again for making us aware of your Kalahari experience; it is greatly appreciated as we try to exceed expectations of our guests.

  -*************************

  Customer Answer

  Date: 12/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tickets to Kalahari on 11-27-2022 for a total of 217.99. The tickets are paper tickets that were mailed to us. They come with many restrictions that were not completely disclosed at first. There is VERY small print about how to use the tickets. In the small print, it says to reserve the use of the tickets 48 hours ahead of time. We tried to call and make our reservations to use our tickets. There was no answer. We left messages. We got a hold of a person named ******* who told us to come with our tickets on August 18th and there was plenty of room, the park was not booked for the next day. We packed and planned out our trip, woke up early, drove two hours, and was turned away. They have a non-disclosed policy that they only allow 75 of these specific tickets a day. Even though there was room for us four to be in the park, and we went on non-blackout dates, and we were told by the staff to come- we were turned away because we didn't reserve the tickets that we had in our hands. We spoke to two managers on site. Both continued to say they wouldn't honor the tickets in our hand. Just to clarify how not busy it was, we immediately walked up to every person/stop in the facility. There was no line at any point. I have sent two separate emails to the assistant manager of the park, **********************[email protected], over the course of a week. There has not been any response on their end.

  Business Response

  Date: 08/27/2023

  Good morning *** and *******************,

  Thank you for contacting Kalahari Resorts in the Poconos in regard to your most recent experience. I did call and speak with the Waterpark Assistant Director in regard to this situation. Please note that although you bought your passes online during our Black Friday event, these passes are not date specific. The passes give instructions on how to make your reservations, as well as black-out dates. I apologize if you received misinformation when you called. A Friday is normally considered a 'High Peak Day". This is also currently our High Peak season as well. Our waterpark Front Desk does experience higher call volumes during these peak seasons and try their best to answer all guests calls and return voicemails. 

  I did review your confirmation email for these passes. I do not see an expiration date on them, but I would be more than happy to extend those passes for an additional year, so you have more time to use them. I can also speak with Waterpark Leadership and see if we can waive those blackout dates for you so you can use them at your convenience. 

   Thank you for again for making us aware of your Kalahari experience; it is greatly appreciated as we try to exceed the expectations of our guests. 

  -*************************

  Customer Answer

  Date: 08/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. There is no mention of 'high peak' days on the tickets and that they can't be used on 'high peak' days.

  2. The park was not busy when we went- there was plenty of room for us in the facility at 10:30 AM during 'high peak season'. 

  3. Your employee gave us misinformation that we were okay to go and and others were not answering the phones. If this is an ongoing issue as you stated, then your company should employ more people but better knowledge about your products and passes. This should NOT have an effect on the customer, especially to the point of turning them away after driving two hours with the tickets in their hands.

  4. I do not want my tickets extended or allowed to be used on blackout dates. 

  5. I had the prepaid tickets in my hand and you had room for us in your facility. There was no reason to turn us away since we already purchased the tickets.

  It is clear this is an ongoing issue with others from comments I have read on the internet.

  Regards,
  
  *******************
  

  Business Response

  Date: 09/08/2023

  I completely understand your frustration. I apologize about the experience you had with Kalahari. I am happy to work with you. I would love to still offer the extension of those passes as well as a $200.00 resort credit to use throughout the resort. This can be used for meals, alcohol, cabanas/premium seating, retail and more. I will also advise our Marketing Team to make sure the instructions on the back of the passes are clear for all guests to understand. I hope you have a wonderful day. 

  Customer Answer

  Date: 09/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged for towels and amount of 127.20. I supposedly didn't return 4 towels but I had a party of 5. Makes no sense. I didn't receive an invoice until I called after 7 times.

  Business Response

  Date: 08/25/2023

  Good Afternoon ****,

  First and foremost, I would like to thank you and your family for choosing Kalahari Resorts in the Poconos. We understand you had some billing issues after your checkout with us. I would like to let you know that we checked into your concerns about your billing issue.

  You stated you were charged for 4 towels prior to check out. We have implanted a new towel policy where the towels are taken from the Towel Hut and the wristband is scanned. When checking them back in, the wristband is scanned again. It seems as though when you checked your towels back in, the wristband scan did not register in the system thus charging you for towels. Upon looking at your statement, I can see the towels were refunded a few hours after the charge was posted. 

  We always appreciate your feedback. 

  I want to thank you again for taking the time out of your day to make us aware of your Kalahari experience; is it greatly appreciated as we continue to try to exceed the expectations of our guests.

  Thank you for choosing Kalahari Resorts,

  ************************* (Guest Billing Specialist) 

• Initial Complaint

  Date:07/29/2023

  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 arrived at Kalahari at 10:30, checked in, was told to wait for a room. I never received a room or confirmation in the 6 hours that I was waiting. I called and was assigned a room but when I got to said room AFTER check in time, I was not able to enter. I called customer service several times trying to get help as I have small children with me and an injury. I told the front desk this and was told that someone was supposed to come open the door, with an attitude. Nobody ever showed up which led to me calling back 3 more times and being hung up on. I got very upset about this and dragged myself and 2 toddlers all the way back downstairs so that I could just go home due to the severe pain I started having to my injury because of all the back and forth with my room. I was refused a refund even though I had never been given a room. Then A manager told me I could leave but I would be charged 500 which is the equivalent of the Waterpark ticket for 1 person. I repeatedly asked for a refund while my children fell asleep on themselves holding onto my legs. I told the manager that I feel extremely embarrassed and helpless with my kids because I was never accommodated and that I was in incredible pain from the walking back and forth, the inconvenience from Kalahari, and that once again I wanted a refund so that I could just leave. I was refused again and told to simply leave if I want to. Horrible.

  Business Response

  Date: 08/27/2023

  Good morning *********,

  First and foremost, I would like to thank you and your family for choosing Kalahari Resorts in the Poconos. I understand you had some issues that impacted your most recent stay with us. On behalf of Kalahari, I want to personally apologize for your experience. 

  Looking at the reservation, I can see that brand new bands were delivered to the room. You had also spoken with one of our Front Desk supervisors. She had provided you a 3pm late check out as well as $100.00 resort credit. Per the inconveniences you faced during your stay, that compensation is sufficient. 

  Thank you for taking the time out of your day to make us aware of your Kalahari experience; it is greatly appreciated as we try to exceed the expectations of our guests.

  Thank you for choosing Kalahari Resorts,

  *************************

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I stayed overnight 7/24-7/25 at Kalahari resorts in Pocono Pa. We arrived early to enjoy the waterpark before our room was ready. We stepped into the water park around 3:00pm on 7/24 and were instantly greeted with an overly drunk person vomitting in my familys direction. This person was so overly intoxicated that they had to be wheeled out of the park in a wheelchair and clearly could not remain concious. As the person vomitted on the floor right in my familys direction .. too close for comfort.. people began stepping in the vomit , unaware of the situation. This is a huge health risk and we were more than upset at how this was handled. We ended up staying in our room for the rest of the night very upset at what we saw, as we have a small child. We wanted our family to enjoy this vacation so we tried again the next day heading to the outdoor pool. Then 7/25 at 12pm another person vomits in the outdoor pool. My family was not able to enjoy a single second of this trip. I dont know if alcohol is being over served or what. Kalahari needs to look out for the well being of all guests in a better manner. I would like a refund of my money as this was the worst trip ive ever experienced. As well as bodily fluids not being cleaned up correctly could spread illnesses. Ive made calls but still havent heard from management.

  Business Response

  Date: 08/27/2023

  Good Afternoon ******,

  First and foremost, I would like to thank you for choosing Kalahari Resorts in the Poconos. I understand you had some issues that impacted your stay with us. I wanted to advise that we have tried to contact you several times and have left voicemails to resolve this matter. We tried before you left property as well as after you left. We still have yet to hear anything back. Kalahari is more than happy to speak with you about your experience and concerns and come to a solution. However, your response is key in doing so. We hope to hear back from you. 

  -************************;

• Initial Complaint

  Date:05/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently spent three nights (4/19-22/2023) at the Kalahari Resorts in the Pocono Mountains, PA. We paid the required deposit using our **** Check card. When we arrived at the resort I used the same card to check in at one of their unmanned kiosks. Even though I had checked the account balance prior to doing so and there were funds to cover this transaction, the kiosk declined the card. We were instructed to go to a front desk attendant and while waiting, I checked the account balance on the check card and it had a pending charge for the balance of the stay, $351.00. When we officially checked in with a different card, I showed this pending charge to the attendant and he assured me that the charge would not go through because we paid with a different card. On the day of our check out I looked at the balance of both cards and found that I was charged twice for the same room. I called immediately and the billing department told me they corrected the error and assured me I would receive a refund in 10-14 business days. After waiting 20 days and still no refund, I called and was told that they were aware that the funds did not go through and the matter was referred to "finance" (who is not reachable by phone, I was told). It is now over a week later and I have yet to receive any resolution on the matter and neither card has been refunded $351.00. I am extremely frustrated and unwilling to go through the same tedious process of attempting to contact billing on the matter. I will never stay in this resort again (or recommend to others) as they clearly do not have the customer's interest or satisfaction in mind only $$$$$ in their pockets.

  Business Response

  Date: 05/19/2023

  Good Afternoon **** and ***********************************,
  

  First and foremost, I would like to thank you and your family for choosing Kalahari Resorts in the Poconos. I understand you some had some issues that impacted your most recent stay with us. On behalf of the Kalahari Billing Department, I wanted to apologize again for the disruption of your refund and how long it took to resolve this matter. On paper, it looked like the refund was successful. It did take about 2 weeks for the refund to kick back to Kalahari to let us know that the refund was unsuccessful.
  
  Reflecting back on our previous phone conversation, I did refund the $351.85 back to the original card. Although you stated you had no intentions of returning to our resort, I am still sending you a return stay voucher for a $199 room rate in our Double Queen Suite with a balcony for 6 guests. I would really love the opportunity for you and your family to try it again. This voucher is good for a year, so you do not have to return right away. But the option is still there in the event you change your mind. 
  
  I wanted to thank you again for taking the time out of your day to make us aware of your Kalahari experience; it is greatly appreciated as we continue to try to exceed the expectations of our guests. 
  Thank you for choosing Kalahari Resorts,
  ************************;

• Initial Complaint

  Date:04/13/2023

  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.

  We are in a room that had no hot water and on drops coming out - they attempted to fix it and needed a supervisor as there was no water pressure. No one came to fix for hours.

  Business Response

  Date: 04/17/2023

  Good Afternoon *******,

  First and foremost, I would like to thank you and your family for choosing Kalahari Resorts in the Poconos. We understand you had some issues that impacted your most recent stay with us. I would like to let you know that we checked into your concerns about the issue you experienced. 

  After investigation, we concluded that Facilities came to the room for low water pressure. They deemed it was a good idea to move the room. Once offered, you declined. You were given $150.00 in arcade cards and one of your packages was refunded on your reservation. Management has attempted calling you several times in regard to this matter and were unsuccessful reaching you. 

  Please understand that we are truly sorry to hear that you were disatisfied with your stay. We have made multiple attempts to contact you to rectify the situation. We thank you for taking the time out of your day to make us aware of your Kalahari experience; it is greatly appreciated as we continue to try to exceed the expectations of our guests. 

  Thank you for choosing Kalahari Resorts,

  ************************;

• Initial Complaint

  Date:03/23/2023

  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.

  Reservation to water park/hotel from 02/23/23 to 02/24/23 Made a reservation by phone with Kalahari Spa for 02/24/23. The spa staff made an error and reserved the spa day for 01/24/23. We were not aware of this until we extended our stay on 02/22/23 to avoid a winter storm. We called to see if we have the 1 hour couples massage a day earlier and they stated that we missed our appointment 1 month prior and we were charged as a no show for $270.00. They apologized for the mistake and were not able to accommodate us and still provide the service, as they were booked. They did offer 2 separate 30 min massages in replace of a 1 hour couples massage without refunding any money. The employee stated that they were not able to refund their mistake in reservation and it has to be a manager. We were transferred to the managers phone and left a message. We then went there while at the resort and were told the manager wasn't available. Since then, we have left multiple message and with no call back to date.

  Business Response

  Date: 03/27/2023

  Good morning *******,

  First and foremost, I would like to thank you and your family for choosing Kalahari Resorts in the Poconos. We understand you had some issues with the Spa that may have impacted your stay. You have stated that the reservations agent at the Spa booked you for the wrong date and then issued a No-Show Fee. I did reach out to the Spa to confirm the error. A Supervisor stated that she tried to reach out to you via the phone number provided on your reservation and left a voicemail. I can assure that once contact has been made, they will issue a refund of $270.00. I apologize for the inconvenience of incorrect booking dates and a delayed refund. Please know, this will be rectified by the Spa Department. 

  Thank you for taking the time out of your day to make us aware of your Kalahari experience; it is greatly appreciated as we continue to try to exceed the expectations of our guests.

  Thank you for choosing Kalahari Resorts,

  *************************

• Initial Complaint

  Date:03/11/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 one indoor water park day pass on March 9 and another on March 10 for use by my daughter and a friend. The first pass totaled $135.99. The second pass totaled $149.99. Upon arriving at the water park, I was informed that I would have to pay the full price to enter the park with my children because the typical spectator passes were not available on this particular day due to high volume. I inquired where that policy was stated to inform consumers prior to purchase. The employees stated that this policy is not communicated on the website or receipt prior to or after purchase. I asked if the two passes I purchased could be refunded. The answer was No. Therefore, I purchased a pass. I would like a refund of $124.99 to provide the difference between the price of admission I paid and the spectator pass.

  Business Response

  Date: 03/13/2023

  Good Morning,

  First and foremost, I would like to thank you and your family for choosing Kalahari Resorts in the Poconos. We understand that you had some issues with the purchase of a day pass that impacted your day with us. We have discontinued the purchase of Spectator Passes almost a year ago. We apologize this was an inconvenience to you. As per policy, anyone entering the Waterpark has to purchase a valid waterpark pass for that day regardless of participation. I understand you spoke with ****** who went over this with you and offered admission at the half day rate. At this time, there will not be a refund being issued. Our website does not give the option for Spectator Passes. We give guests the opportunity to reach us in several ways. On the website we have a chat option on the bottom right of the screen that gives you access to speak with an agent on property. You can also reach us via telephone that is listed on the website. This gives ample opportunity to ask any and all questions you may have leading up to your arrival. If Spectator Passes come back for purchase in the future, the website will provide that information. 

  We thank you for taking the time out of your day to make us aware of your Kalahari experience; it is greatly appreciated as we continue to try to exceed the expectations of our guests. 

  Thank you for choosing Kalahari Resorts,

  ************************;

  Customer Answer

  Date: 03/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I was not offered a half day pass. This is proved by my receipt. I paid full price. Secondly, it was YOUR staff who told me that spectator passes are available but not available on the date of our trip due to “high volume.”   Third, I attempted to reach someone in advance because I had issues with your website and had question.  However, I had trouble reaching someone  by phone.  When I did reach someone, she said, “I don’t know. I will transfer you to the water park.”  I was transferred. I left a message.  My request for a return call was not honored.  
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:03/06/2023

  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 had some safety concerns. My 2 year old and her dad were going to a big slide and they said the dad couldn't go down because he was bigger. It was 15 minutes and she still hasn't come down. I spoke with a life guard and he laughed about it. I didn't know if my daughter was lost, drowning, or what was happening. Thankfully she was behind the slide playing. I spoke with with the water park manager. Life guards are there to save lives not to just look at the water. The manager said the life guards are there to watch the water. He said there is a lot of foreigners working and there is nothing he can do about them not being able to speak English very well. 

  Business Response

  Date: 03/17/2023

  Thank you for taking the time to submit your feedback, it is used by our management staff to ensure all of our guests receive services beyond expectations. I apologize for the experience you had during your stay. Here in the waterpark, we do take our guest feedback very seriously, and it is important to us, as the feedback often times assists us in creating a more safe, and fun environment for our guests. Our lifeguards are trained to be both courteous and attentive. Safety is our number one priority which requires our lifeguards to maintain constant vigilance of their assigned area. Our lifeguards are there to help, but they cannot take the place of a parent or guardian in supervising and safeguarding their child. We require our guests to stay in close proximity of their child and closely supervise their activities. 
  
  
  

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  We are within close proximity of our child. One parent was up in the slide, but they didn't allow him to go in the slide with a 2 year old, and another one was waiting at the bottom which is why their slow response was unacceptable.
  
  Regards,
  
  *****************************