Business ProfileforMcKinley Irvin PLLC

To: Elizabeth Mount Penner (Attorney) and Christine Carr (Paralegal) of the McKinley Irvin Law Firm From: Mark Derbyshire, McKinley Irvin Divorce Case Customer Reference: McKinley Irvin Unprofessional And Non -Transparent Business Conduct Date: 5/11/21 Dear Elizabeth Mount Penner and Christine Carr Of The McKinley Irvin Law Firm, My conscience will let me go no further in life without voicing my significant dissatisfaction with your professional conduct while handling my divorce case. Early on in my divorce case, unfortunately, Elizabeth's mother passed away. Because of Elizabeth's grieving, I understood and accepted the ignoring of numerous questions in my emails and the very lengthy delays associated with McKinley Irvin's responses to me. Because of Elizabeth's grieving, I did not voice my concerns at the time. Though I accepted these occurrences at the time, I believe the more appropriate path for McKinley Irvin to have taken would have been to switch me to a different Attorney (while Elizabeth worked her way through her grieving). Many months after Elizabeth's mother's passing, however, the same pattern of behavior was still observed. It does appear that this delaying and ignoring of customer inputs is McKinley Irvin's normal modus operandi. On several occasions, phone conference times were scheduled only to be cancelled at the very last minute, with Christine Carr citing "emergency issues". Significant delays, ignored emails/questions, and last minute cancellations always left me feeling, as a customer, that I am extremely low on McKinley Irvin's priority list. This is really surprising given that truly successful companies strive to make it a goal of satisfying their customers. However annoying the above conduct is, it pales in comparison to the more serious complaint of unprofessional (possibly unethical?) non-transparent behavior that I will detail below... On April 30th 2021, I requested, for my records, copies of all communications between Tara Richardson (my wife's attorney) and McKinley Irvin. As you know, there is a line item for each one of these communications in the McKinley Irvin billing system which, as a paying customer, I have been billed for and have paid good money for. My request for copies of all of these communications was met with "I will look into this for you" (Christine Carr) and, during a 1:30 pm phone conversation on 5/4/21, "We have a cumbersome document system, I will see what we can do" (Elizabeth Mount Penner). At the end of the 5/4/21, 1:30 pm phone conversation with Elizabeth, Elizabeth did say she would get me the communications I requested. To-date (as of 5/11/21), I have yet to receive the requested communications which I have paid good money for (and which I do not expect to pay one penny more for). Clearly "do what you say and say what you do" is not a motto which McKinley Irvin runs their business by. It is clear, also, that there is a lack of transparency happening at McKinley Irvin which is highly unprofessional and, I would even argue, bordering on unethical. As a paying customer, to be denied what one has paid for, is absolutely unprofessional. It is perplexing that I have to explain to the McKinley Irvin firm how it should respond to one of its paying customers. The response should not have been "I will look into this" or "we have a cumbersome document system"; the response should have been, "you are a venerated paying customer of ours who has paid for these communications and we will get these communications to you just as soon as we can (at no additional cost to you)". What I would like to have happen is for McKinley Irvin to acknowledge this significant lapse in customer service and refund my money. I am dissatisfied with your treatment of my divorce case. Divorce is devastating enough in itself. To feel like the attorney/firm you are paying good money to, in order to guide you through one of life's toughest journey's, is hamstringing and hampering you along the way, makes it feel many times more devastating. Elizabeth and Christine, please do whatever you can to improve your professional behavior and make divorce go much smoother for others. Regards, Mark Derbyshire 5/11/21