Complaints

This profile includes complaints for Tricolor Auto Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tricolor Auto Group, LLC

  1111 W Mockingbird Ln STE 1500 Dallas, TX 75247-5028

• 

  Tricolor Auto

  Austin, TX 78752

• 

  Tricolor Auto

  3300 Alta Mere Dr. Fort Worth, TX 76116

• 

  Tricolor Auto Group, LLC

  3363 W Northwest Hwy Dallas, TX 75220-5931

• 

  Tricolor Auto

  3300 Alta Mere Dr. Fort Worth, TX 76116

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:07/24/2024

  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.

  Purchased 2019 ***** Trax-June 21,2024 which was a Friday, by that Sunday June 23rd the car started overheating and the a/c was blowing hot air. Notified the carlot immediately and *******, who is the one that we made the deal with, she sent me to go to their service center @ *********************************************************, from there ***** who is the Service advisor stated that she doesnt know why the midland lot sends customers to her knowing its by appt only. She said we needed to leave the car, we ended up dropping the car off on that Thursday and was there a whole week, ***** called me the next Friday saying my car was ready, I went to pick it up and asked the mechanic that was there by her if my ac was blowing cold he said yes I asked if the car was gonna overheat he said no that he replaced the radiator fan, we sat in their lot to start car and make sure it wouldnt overheat and the ac was blowing cold. We left and the next two days the same problem but this time the antifreeze spilled out we spoke with ********************* one of the managers at the dealer, he gave me a gallon of antifreeze to fill reservoir because I had taken pictures of it to show him, upon filling it my husband notice that the hoses werent even connected which couldve blown the engine. I called ***** immediately when noticing and he was frustrated too. We took the car back to service and they kept it again this time my husband waited there to see if it would expedite their service, they flushed ac and said its fixed. I called several times before even 14 days of having the car to their advocacy center and asked for a refund or different car multiple times since the first issue and I was told it wasnt an option and a refund didnt apply, I asked for a supervisor I was told no because they were not going to transfer me to one. At this point today July 24th my car is at their service center and even with a warranty it doesnt mean that I should keep going without a vehicle thats still not fixed.

  Business Response

  Date: 07/31/2024

  This shall serve as Tricolor Auto Group, LLCs (the Company) formal response to the complaint filed by ******************************* (the Customer) with the ********************.  Below is a summary of the facts as we understand them. 
  

  Thank you for bringing these concerns to our attention.
  Unfortunately, A refund will not be honored
  After reviewing the account, the vehicle is currently being repaired under the terms of the limited warranty. Additionally, we see that the customer has been in communication with our service department regarding this matter.
  ****************** is welcome to contact our Customer Advocacy team at ************ for further questions as well as contact the service advisor that has been assisting with the matter.

  Thank you.

  Customer Answer

  Date: 07/31/2024

  I am rejecting this response because:   There has been poor communication, language barrier with the company, I have driven the car maybe 5-6 days out of 30days plus. There has been time and money lost on my behalf due to this car that I needed to take me back and forth to work and dr ****** I bought this because I needed not to have it in the shop and pay the car note for it to sit in the shop more than in my possession. The car should have been operating at 100% instead its been a complete headache. 

  Business Response

  Date: 08/08/2024

  Our records indicate that the repairs on your vehicle were successfully completed, and the vehicle was picked up on July 31, 2024. We sincerely apologize for any inconvenience you may have experienced during the repair process.

  Please note that the duration of repairs can vary based on the nature of the issues and the availability of parts. At Tricolor, we take our responsibility seriously to address any unexpected mechanical issues that arise when a vehicle comes to our service department. Given that our vehicles are pre-owned, they come with a limited warranty to help cover these unforeseen circumstances.
  

  If you have any further questions, please do not hesitate to contact our Customer Advocacy team at ************.
  

  Thank you.

  Customer Answer

  Date: 08/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/10/2024

  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.

  Compr un auto CHV Equinok el da 06/10/2024 el cual present problemas ********* en el motor y perdida de potencial el cual lo arreglaron y a los dos da de vrmelo entregado presento el mismo problema el cual lleva un mes desde la fecha y no me lo arreglan ped dos beses la occion de cambiarlo por otro y me digeron que no se poda me engaaron con fecha de en trega el cual me dijeron el 07/05/2024 y ahora me dicen que la pieza llega el da 07/09/2024 y que me llamaban a cuando estuviera listo el cual perd mi primer empleo por no tener el carro despus a ltima hora de haber protestado tanto me prestaron un auto al cuar tengo que cuidarlo ya que es de *** empr*** el cual tuve que poner a alguien a manejarme por que el carro lo pusieron con la licencia de *** persona para poder prestrmelo porque ya que estoy en proceso de mi licencia estoy incordiarme con las respuesta y el trato que me an dado al no tener un estoc de pieza de respuesto en su taller el cual no ofrece garanta ninguna a la que te estn ofreciendo compr el carro y voy hacer el primer pago mensual del auto y no lo e usado el cual yo estoy cumpliendo con mi parte y ello no han cumplido con su parte se despide de ustedes el seor *****************************

  Business Response

  Date: 07/16/2024

  This shall serve as Tricolor Auto Group, LLCs (the Company) formal response to the complaint filed by ***************************** (the Customer) with the ********************.  Below is a summary of the facts as we understand them. 
  

  Thank you for bringing this concern to our attention.
  

  After reviewing your account, we have confirmed that repairs were completed July 12, 2024, and were covered by the vehicles limited warranty.
  

  We cannot ***** an exchange. It is important to note that the limited warranty provided by the company follows a structured process for handling warranty-related claims. ****************** is advised to refer to the warranty documentation for guidance on the necessary steps to address any warranty issues.
  
  Best regards,
  ***************************

• Initial Complaint

  Date:06/28/2024

  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.

  My husband brought a truck from tricolor maybe about three going on four months. Since day one, weve been having issues with the transmission we were told to go to a Mechanic which we did. we trade out transmissions, which was a warranty and we were OK with that we sent to the Mechanic gonna be times 8 Times. I have asked for a corporate number to talk to somebody higher than customer service. All we do is have a run around the answer to them is take it back to the mechanic. I am done with customer service. I want to speak to somebody higher than customer service all I ask is for a trade out. I do not want my money back. I want the same year and model of the vehicle I have, I was told we had to take the truck back to the mechanic color is not a good dealership to deal with I give it zero stars if I could . I do not wanna call the number that they put the one 800 or 1855. No I want to speak to somebody in a corporate office. This is ridiculous. How they treat their customers.

  Business Response

  Date: 07/02/2024

  This is a duplicate complaint, we recently responded to similar complaint under #********

  Regards,

  *****

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response because:   How many times does my truck need to be in a shop to exchange a transmission. Tri color you should better then this. Not right how you do business. I hope this never happens to you . 

  Business Response

  Date: 07/09/2024

  In response to ************************** rejection, To assist you effectively, we need more context, specific instances, dates, and any relevant information to locate her husband's account. This will enable us to conduct a thorough review of the claims.

  Thank you,

   

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

• Initial Complaint

  Date:06/18/2024

  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.

  My husband has **** purchased a 2019 **** 150. It has been three months that weve had this truck and from the second day that we bought it home weve had problems with the transmission and the starter which we have taken it, and they have fixed the starter. The transmission was fixed with another used transmission, which it was for nothing were dealing with the same problems, its been at the mechanic shop for six times called today. **************** the complaint and was towed that we need to take it again for the seventh time to the mechanic shop. I think this company is not to sell vehicles. It just gives you the runaround I asked him to exchange me vehicles, which they wont do it , and Im tired and frustrated getting the runaround . what kind of company send you to a mechanic seven times only having the truck for three months customer service tells me take it to the mechanic. Take it to the mechanic. I am tired. I am frustrated. This company does not Keep their word that theyre selling vehicles that are reliable. I have called the waiting hundred number and nothing has been done. Just take it to the mechanic.All Im asking is for tricolor to change vehicles same year same model thats all I want to happen.

  Business Response

  Date: 07/02/2024

  This shall serve as Tricolor Auto Group, LLCs (the Company) formal response to the complaint filed by ******************************* (the Customer) with the ********************.  Below is a summary of the facts as we understand them. 

  
  Unfortunately, ********************** did not provide sufficient information to locate her husbands account.
  I apologize for the reoccurring issues you have faced. I would advise contacting our Customer Advocacy Team for further assistance in locating the account.

  
  Customer Advocacy - ************.

• Initial Complaint

  Date:05/31/2024

  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.

  Full details of the complaint, all communication, and previous rejected settlement offer are attached along with a list of evidence.There are three witnesses to the warranty scam claims.I am not accepting the settlement with our appropriate damages for compensations.This company has my money my friends money, the parts (over $1,500 worth) and the car. I have lost everything. I am taking all steps preparing for litigation and am currently running a campaign to bring awareness, and complete research for my litigation. At the same time i keep reaching out to settle this. If this goes to court ( see the evidence in black and white) that the car was bought with ******* miles on the odometer and had a 24 month ****** mile warranty that clearly covers the water pump - the warranty document is attached and the diagnosis by my mechanic is also attached dated November 13 2023, the car was purchased on September 15, 2023 the car was using water when i first purchased it but not so much and it got worse and i took it to the mechanic. the milage was ******* the warranty was valid until the vehicle millage was ******* Miles inside the 24 month time window. I have evidence to support all my claims however you do not allow me to upload any more documents. I am aware that this has been a total scam from the get go. The firm lied and misrepresented everything and even made up three different stories about the warranty hoping i would go away. I believed them originally until i coincidently met a random person who had also had the exact same problem and knew the exact warranty terms and showed me the documentation, all this happened at a gas station. Tricolor have really destroyed my life, left me in a mess and i will go all the way to get a fair settlement. I copied this BBB complaint and forwarded it to ******************* Texas Attorney General adding it to my similar complaint lodged with him this week. I wrote to the Governor ************************ Texas Governor raising my concerns.

  Business Response

  Date: 06/17/2024

  Thank you for reaching out regarding your concerns. We wanted to inform you that ****************** has already communicated with our general counsel. A third party has acted on her behalf consistently emailing general counsel for Tricolor Auto.

  
  A one-time settlement offer was made but later withdrawn due to lack of acknowledgement.

  
  For any further communication on this matter, please direct all inquiries to our general counsel. We appreciate your understanding and cooperation.
  Best regards,

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

• Initial Complaint

  Date:05/31/2024

  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 bought a 2017 Dodge Journey from Tricolor Auto in ******, Tx on February 1, 2024. They had to go to ******* to pick it up. That weekend I drove down to the Valley and when I got to McAllen the Check engine light turned on. I checked the oil and it was empty I had to put 5 qts of oil. I tried calling the dealership to tell them of the problem. The manager said to take it to Autozone to test for the check engine light. I sent him the picture of the error message and it was the camshaft sensor. He then told me that it was covered under the warranty to just call the service department. I called service but was told that they took down all my info and the issue with the car and that someone would call me back to schedule an appointment. The following weekend I was stranded at a friends house because the car wouldnt turn on. Her husband is a mechanic so he looked at it and it turned out to be the Crank something sensor. He took it out and cleaned it up at this time he noticed that it was rusted and there was no reason for it to be *****. The wiring to it was cut out from the previous vehicle and put onto my car and you could see the patches of tape where they just cut and replaced the part. The mechanic had looked under the car as well and there was silicone around the oil pan and it looked like a patch up work. The brake oil was low as well as the steering fluid. I had already noticed that it took long for the gear shifts to kick in and some clicking by the engine. I called service again and was told I had to wait for a call back it was going on a week but they were closed weekends. By this time I had already bought several more oil cans. They had scheduled the appointment for service in February but I didnt have anyone to pick me up so I kept putting oil in the car. I went to the Valley after a few days it started turning off every few blocks Theyve had it in the shop once for almost a month and this time I still havent gotten it back and it will be a month soon.

  Business Response

  Date: 06/17/2024

  This shall serve as Tricolor Auto Group, LLCs (the Company) formal response to the complaint filed by ***********************(the Customer) with the ********************. Below is a summary of the facts as we understand them. 
  
  Thank you for bringing these concerns to our attention.After reviewing the account,
  
  We have thoroughly reviewed the account and found that ****************' vehicle was in the shop awaiting both engine and transmission replacements. These repairs are indeed covered under the limited warranty.However, there is an approval process that must be followed before we can proceed with the repairs.
  We deeply apologize for any inconvenience this situation may have caused. Unfortunately, the wait time is beyond our control due to the need for approval, ordering and receiving parts, and the actual repair process.
  Rest assured, the shop has maintained consistent communication with ****************. She is absolutely welcome to call us at any time for a status update. We greatly appreciate her patience and understanding during this time.

  Customer Answer

  Date: 07/01/2024

  I was returned my vehicle on Friday June 27, 2024. I was told that the engine and transmission were replaced once again, Second day after I got it the car wouldn't  turn on I pooped the hood and moved the cables and adjusted the fuses on top of where the battery is located and went to look inside the vehicle and the lights were on so I was able to start up the car this happened two more days I called the shop it was at they rechecked it and they said that their work was done correctly. I proceeded to call Tricolor and was scheduled to have car serviced one more time. I have just turned in my car for the third time today at the Tricolor Auto in ******* to have another service done to the vehicle. At this point I would rather have my money  back. I have lost faith and trust in this company that just can't seem to find the issue with a vehicle they swore they inspected before putting out on the market. To make matters worse the Check Engine light came on while driving from ****** to ********** 

• Initial Complaint

  Date:05/14/2024

  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.

  see attachment

  Business Response

  Date: 05/28/2024

  This shall serve as Tricolor Auto Group, LLCs (the Company) formal response to the complaint filed by **** ******************************* (the Customer) with the ********************.  Below is a summary of the facts as we understand them. 
  
  Thank you for bringing these concerns to our attention. After reviewing the account, and investigating the customers concerns, I have confirmed that we have tried to work with ********************** on completing an electrical diagnostic on May 14, 2023,to confirm issues. However, the customer has declined to leave the vehicle.
  
  On April 1, 2023. There were some repairs done to the fuse box. The repair shop noted that the check engine light and turbo codes went away.
  
  The vehicle is covered with a limited warranty. ********************** is welcome to request a diagnostic is issues persist. However, there is a process that should be followed when doing so.
  
  ********************** is free to contact our Customer Advocacy team at ************ for further information.

  Best,

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

• Initial Complaint

  Date:04/24/2024

  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.

  Hi I purchased a car on this dealership for ******** and pay them a deposit of 1800,and the balance was ********. The contract said make payments of 200 every 2 weeks but I was making payments of 400 every 4 weeks I have receipts om.my bank statements.they towed my car 4 weeks ago for mistake and I talk to them and at the end they agree was they're fault, but they were taking for ever to get back to me like a week after they got back to me and told me ok u can get it back but I will have to pay the towed 350 plus late fees with wasn't my fault and didn't agree they'll were asking me alsmos 1300,I a asked him what's the balance and he said is ***** I told him why if the balance was ******** and I already made 31 payment s total of ***** how come y balance is ***** and he said o late fees *** some other charges I told him why late fees I been paying 400 every month why is that balance i already paid u guys ***** ,ur telling I only pay 4553 what happen to the other 7947 and said I'll explain u I told him no is not right the contract said balance is ******** noting extra *** now they are telling me also to pay almost 1300 to get the car back, I need ur help cause I think they are stilling from me that car is almost payoff. Please help me with the problem. I see that u guys solve som other people having problems with the same dealership. Thank u very much

  Business Response

  Date: 05/08/2024

  
  This shall serve as Tricolor Auto Group, LLCs (the Company) formal response to the complaint filed by *********************** (the Customer) with the ********************. Below is a summary of the facts as we understand them. 
  
  Thank you for bringing these concerns to our attention.After reviewing the account,
  
  Since the client purchased the unit, ******************** payment history shows a consistent pattern of tardiness. Moreover, complete car note payments have not consistently been rendered by him.
  
  In August of 2023, due to non-payment, it became necessary to repossess the unit. At that time, a deferment was granted. The deferment was an opportunity to allow ****************** to bring the account back to current.
  
  Unfortunately, this did not trigger an improvement in his payment behavior. The lateness and incompleteness of her monthly payments persisted, please advise that per the contract the payment schedule is set up for bi-weekly payments. The lack of following the payment schedule has resulted in defaulting again.
  
  ****************** is free to contact our Customer Advocacy team at ************ for further information.

  Customer Answer

  Date: 05/31/2024

  I did make all doe payments late but they charge me late fees and I did paid the everything  also in agust was they're  problem I wasn't late I even have and email from them  where it says  my account  was good  and still they towed my car and ask me for more money 

  Customer Answer

  Date: 05/31/2024

  Also have bank statements  form the payments I made every  month

  Business Response

  Date: 06/12/2024

  ******************** account is now charged off, the company cannot honor a refund.
  ****************** is free to contact our Customer Advocacy team at ************ for further information.

• Initial Complaint

  Date:04/23/2024

  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.

  On April/11/2024 my wife and i went to Tricolor the customer service amazing, the sales rep very professional and on point. my wife fell in love with a ***************************************************** deal late at night we were tired and hungry so we made the deal, big mistake we should inspected before we signed the contract. The previous owner Enterprise a rental car company never Report the collusion on this car, The carfax shows the original purchase but no accidents , we took the vehicle to Caliber Collusion repair in ****** *****, they gave us a summary of what the saw on the car, this car the Quarter panel was repair and use a lot of sealant ( bondo) when it rains water gets in the trunk from the floor being damage and not repair correctly this vehicle falls in the category of SALVAGE /i demand to Tricolor auto to switch this vehicle for a different one . i'm still on a the ********************************* guaranty the vehicle cost is over $20.000 which is not fair of how they manipulated the title as a CLEAN TITLE please contact me via Email AVOID THIS PLACE TRICOLOR AUTO LLC

  Business Response

  Date: 04/30/2024

  Thank you for bringing this concern to our attention. I was unable to locate an account for ********************. Please contact our Customer Advocacy team at ************ for assistance.

  Thank you,

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

   

• Initial Complaint

  Date:04/23/2024

  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.

  A couple of years ago they financed a truck for me at this car agency, I'm still paying for it! my truck left me stranded, it doesn't start, nothing, I notified them, this happened On Thursday, April 4, they put me with an advisor in my case, who gave me some requirements to find a mechanic in my town (Waco) since they don't have one, I already gave them information about the mechanic that I found under their requirements but it is the date that They have not spoken to me to make an appointment to fix my truck. It's been more than 15 days, I have called repeatedly these days with waits of almost 30 minutes and neither the advisor nor anyone answers me. The truck is useless at my house, I had to pay a tow truck to move it from the place where it was left stranded. Only the collections call me to make payments for the truck and no one gives me a reason as to whether they are going to fix it. What I can do? It is my daily vehicle, I have a job and small children, I am desperate... I need the truck fixed, I'm still paying for it and it doesn't work at the moment. Thanks

  Business Response

  Date: 05/07/2024

  This shall serve as Tricolor Auto Group, LLCs (the Company) formal response to the complaint filed by ************************* (the Customer) with the ********************.  Below is a summary of the facts as we understand them. 
  

  After reviewing the account and investigating Mr. ******** concerns,our service team has already been in touch with ******************. Service assisted our customer is arranging a diagnostic through a third party. Unfortunately,the process can sometimes cause delays. From the last update, diagnostic has been completed and payment plan approval for repairs (that were not covered) is in process.
  

  May 6th update- waiting for customer signature to proceed with repairs.
  

  If ****************** has any further questions, please contact our Customer Advocacy team at ************.