Complaints

This profile includes complaints for Mac Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mac Properties

  1364 E. 53rd Street Chicago, IL 60615-4046

  
• 

  Mac Properties

  350 E Armour Blvd Kansas City, MO 64111-1288

• 

  MAC Property Management, LLC

  32 N Dean St Fl 2 Englewood, NJ 07631-2807

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:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a unit transfer through Mac Apartments from ************ Apartments to ************** Apartments due to consistent issues of pest control problems that were not properly addressed. I was told that I would not be responsible for the remainder of my lease (through May 2025) as I was doing a transfer to another Mac Property. I signed my new lease for the transfer as of March 17, 2025. I vacated the ************ Unit on 3/29/2025 and turned in my keys. I paid for the ************ unit through March 31, 2025. I should be credited for the prorated daily amount for the two days after I vacated. All charges through May 31st, 2025 should be reversed. I have called multiple times, sent multiple emails, and the balance remains. I spoke with ****** from ********************************** who treated me with kindness, and she submitted an internal inquiry service request #******** today, June 27th, 2025, to have the ledger reversed as I continue to receive emails threatening collections if the erroneous billing is not paid in *********************************************************** credit and would like an investigation into this immediately as I no longer trust that this will be handled with care.

  

  Business Response

  Date: 07/15/2025

  Thank you for sharing your concerns with us. We appreciate the opportunity to review and address your experience.

  
  

  We understand you transferred from *********************** to ************** Apartments on March 17, 2025, and moved out of your ************ residence on March 29, 2025, returning your keys at that time. Our policy regarding inter-property transfers is to close the previous lease once we confirm your move-out and key return, with any remaining charges prorated accordingly.

  
  

  Unfortunately, it appears that your Regents Park account stayed open past your move-out date due to a delay in closing the account, which also caused continued billing. Once we were made aware of this, we processed a full reversal of all post-move-out charges as of July 3, 2025, including any rent owed after your transfer date. The only remaining balance then was a $150 modem fee, which has since been reviewed and reversed as well.

  
  

  As of today, your previous account shows a zero balance, and we have ensured that no collection activity will occur. Please allow time for our system and any third-party reporting to update properly. We apologize for any confusion or inconvenience this delay may have caused. If you have any further questions or need written confirmation, please contact our ***************** team at ************************** or ************.

  
  

  Sincerely,

  Mac Properties ***************** Team

• Initial Complaint

  Date:06/09/2025

  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.

  Mac Properties take my money for an apartment on May 5th and then did not accept the price offer. I went with another apartment they offered and they refuse to fix what CHA listed and said they will provide a refund June 3rd. When I reach out about the refund I was ghosted. I have not heard nothing from them since and need my money for an apartment. They scammed me for my money and was not ever going to give me somewhere to live. They kept offering apartments they knew was going to fall through.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing your concerns to our attention, *******. We regret to hear about your experience and the frustration this has caused. We appreciate the opportunity to provide clarification and assist with a resolution. The apartments you applied for ultimately did not pass the *** inspection due to exterior items that Mac Properties does not modify for inspection purposes. We understand how disappointing this outcome was, and that you were hoping to secure housing that met *** requirements. When the initial apartment fell through, we offered alternative options in an effort to help. However, we recognize that this did not meet your needs, and that you decided to request a refund.

  Unfortunately, there was an internal delay in processing your refund request, as the payment was not initially linked properly in our system. We sincerely apologize for this oversight. We are working now to expedite the return of your paymentour accounting team will process your refund back to your original credit card. You should see the funds within the next few business days.

  If you have any further questions or would like to confirm receipt of your refund once it is processed, please feel free to contact us directly at ******************************************* or ************.

  Thank you for your patience as we work to resolve this matter promptly.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23445515
  
  I am rejecting this response because I have not still been fully refunded and its taking a very long time to settle this when it was not time getting my money.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/01/2025

  Hello *******,
  
  Thank you for reaching out and providing your feedback. Our records indicate that your refund was processed to the original form of payment on June 18, 2025, in the amount of $947.00. The remaining balance on the account was disputed through your credit card company, and this remaining charge was reversed by the credit card company itself. Please reach out to your the issuer of your credit card if you have not seen this charge reversed on your account. If you would like to discuss this refund with our team directly, please reach out to our **************************** at ************************** or via phone at ************.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23445515
  
  I am rejecting this response because I sent more than $947.00.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* is consistently experiencing issues with the key fob access. All doors to enter the building were broken for at least three days in the winter. I was stuck waiting outside in the cold past 11pm for maintenance to come open the door. This issue occurred again in April or May. I, along with two other residents, were stuck outside waiting for someone inside to see us and open the front door. Today, my key fob is not working to enter my own apartment unit door. Now I am stuck waiting again for maintenance to arrive and let me into my home. No compensation or apologies have been offered at all. This issue makes me feel unsafe and worried that at any time I may randomly get locked out of my building. They said it will take up to 40 minutes for maintenance to arrive to let me in so now Im waiting outside my door unable to access my own home.

  

  Business Response

  Date: 06/16/2025

  Thank you for sharing your concerns, ******. We regret to hear about the frustration and stress this has caused you. We appreciate the opportunity to address your experience and provide additional context.
  

  Our records confirm that the ********************* experienced two rare malfunctions with the key fob system in January 2025. The first incident, in mid-******** was due to an unexpected system failure that disabled all resident fob access. Residents were still able to use the intercom system to enter the building during this time. We promptly sent a communication to all residents on January 17, 2025, informing them of the issue and the steps we were taking to resolve it. A similar malfunction occurred a few days later on January 22, 2025, and communication was again shared with residents.
  

  Regarding your more recent concerns:
  On May 18, 2025, we received your work order about an access issue. Notes indicate that maintenance checked the door, and it was functioning as intended at that time.
  On June 6, 2025, you submitted another service request reporting that your apartment door lock was not functioning. Our records show that the lock was reprogrammed that same day. The red blinking light you reported typically signals a low battery, and we addressed this during the service.
  

  We understand that being unable to access your home, even briefly, is deeply upsetting. While we aim to respond as quickly as possible, we recognize that waiting for assistanceespecially late at night or in cold weathercan feel unsafe and inconvenient. Please know that your feedback is helping us evaluate additional safeguards and proactive measures for the buildings entry systems.
  We are happy to speak further with you about your concerns. If you would like to discuss this matter in more detail or share suggestions, please contact us directly at ******************************************* or ************.
  

  Thank you for your patience, and for being part of our community.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Severe ***** infestation throughout the entire complex- ineffective treatment lies, unlawful entry when a minor is home with no notice and child is female and maintenance worker was male- property management saw a live ***** in broad daytime climbing out of my appliances- fake contracts- illegal pest control chemicals- refusal to adequately fix this gas lighting- proof of retaliation- blatant violation of human rights and safety.

  

  Business Response

  Date: 06/02/2025

  Hello, In order to properly address any concerns, we would need to know the name, phone number, email address, or physical address of the resident. This BBB complaint was submitted with no apartment resident address and a fake email address. We are always happy to promptly and completely address any BBB complaints submitted, but cannot do so with false contact information in order to properly research and figure out how to best serve the customer. This should be removed. Thank you.

• Initial Complaint

  Date:05/29/2025

  Type:Billing 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 am writing you because I am being stonewalled by my property management company, Mac Properties, about a highly suspicious bill that I received recently from them and their utility billing partner, **********. The bill was supposedly for vacant charges from 3/11/2025 to 4/9/2025. This can't possibly be correct! I have occupied my apartment for a year and a half and have had electricity services in my name with Commonwealth ****** (ComEd) the entire time. I emailed a copy of my ComEd bill from 3/10/2025 to 4/9/2025 to ***************************, a senior resident services associate at Mac Properties. She has not returned my call or my email to confirm receipt of the copy of the bill. I have attached a copy of the suspicious bill (that I should NOT have received) and a copy of my ComEd bill for the overlapping time frame. You will see the attachments below.On Friday, May 23rd, I delivered a printed copy of the ComEd bill, in person, to a representative at the Mac Properties office located on **********************. The representative told me that ******** was absent and that my documents were placed on her desk. She also reassured me that ******** would reach out to me when she returned, and that I would be issued a credit for the bill for $72.60. I have not heard from ********, nor is there evidence of a credit for the suspicious bill (sent in error) on their resident portal.

  

  Business Response

  Date: 06/05/2025

  Dear ****,
  Thank you for bringing this matter to our attention. We sincerely regret the confusion and frustration caused by the recent utility billing issue.

  After reviewing your concerns and confirming the documentation you provided, we agree that the charges in question were made in error. Although your ***** account remained active during the period in question, you were mistakenly billed by our utility partner, Conservice, for vacant usage.

  We have since been in contact with Conservice to clarify the discrepancy. As of June 5, 2025, your resident ledger has been adjusted, and the $72.60 charge has been fully reversed.

  We also recognize that our delayed response and lack of communication added unnecessary stress. Please accept our apologies for the gap in follow-up. Were taking steps internally to ensure that similar issues are handled more quickly and transparently in the future.

  
  If you have any further questions or would like confirmation of the updated ledger, we welcome you to reach out to our team directly at ************************** or call us at ************.

  Customer Answer

  Date: 06/06/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This building has faulty alarms that go off during the night.Rat infestation and cockroach infestations and Silverfish from apartment to apartment stemming from the basement and open holes in the walls.Inconsistent heating during the winter.Houseless individual lives with the A/C units and has made a camp for himself.A different homeless man sleeps in the lobby or in the halls adjoining the lobby or outside as well.Tenants not using leashes specifically a pit-bull running around running up to small dogs.Mice causing damage to appliances.Ignored maintenance requests.Third party contractors entering apartments outside of work hours on the weekend which the lease specifically states will not happen as their maintenance staff don't work *********** call no show pest control before outsourcing to a third-party pest control business.

  

  Business Response

  Date: 06/05/2025

  Dear Xavier,
  Thank you for sharing your concerns. Were sorry to hear about the challenges you've experienced, and we appreciate the opportunity to respond.

  Pest Control and ******************************start="447" data-end="450"> Since your move-in, our records show four submitted maintenance requests, all of which have been completed. This includes three separate pest control visits. While no activity was detected during follow-up inspections, we recognize that pests can be a persistent concern. We're continuing to evaluate the source of activity and would be glad to coordinate additional treatment if needed.

  Microwave and ************************start="872" data-end="875"> We understand that it took longer than expected for your microwave to be replaced. We regret the delay and recognize how inconvenient that must have been. Our team has since completed the installation, and were working to improve turnaround times for appliance issues moving forward. Regarding inconsistent heating, we do not have any work orders on file but welcome you to submit a request if the issue continues.

  Apartment Conditions and ********************start="1354" data-end="1357"> Notes from a recent pest control visit suggest that general housekeeping conditions may be contributing to activity inside the apartment. If this is something you'd like assistance with, our team is happy to provide guidance or connect you with resources.

  Common Area Concerns and **********************start="1656" data-end="1659"> We are aware of and actively monitoring reports of individuals loitering near the property. Our teams are working to address these matters with increased vigilance and local support. We understand how unsettling this can feel, and your safety remains a priority.

  Additionally, our records indicate that all apartment entries have followed standard protocols. However, if you believe someone has entered your home outside approved hours or without notice, we encourage you to contact our team directly so we can investigate.

  Pet ****************************start="2214" data-end="2217"> We ask that all pet owners follow our leash policy to support a safe and respectful environment for residents and their pets. Our team is following up with residents where needed to reinforce these expectations.
  

  We value your feedback and want to continue working with you to address your concerns. Please reach out to our management office directly or contact us at ************ or ********************** so we can assist further.

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having problems with my close apartment neighbors. I have say something to my office mac properties has not done I am getting bully by them it really hurt me to be living there and have to hear them mock me and make funny of what they hear from my apartment I need something done I don't feel safe living in my apartment mac properties has not done anything about it

  

  Business Response

  Date: 04/08/2025

  Dear *****,
  

  Thank you for bringing your concerns to our attention. Were truly sorry to hear that youre feeling uncomfortable in your home your well-being is important to us, and we take all resident concerns seriously. We have looked into the issues you reported, and the neighbors in question have stated that they are either not home or not engaging in any behavior directed toward you during the times youve mentioned. We understand this situation is upsetting and want to ensure you feel supported.
  

  As shared previously, if you feel harassed or unsafe during these incidents, we strongly encourage you to contact the ***************************** at the time the issue occurs. You may also contact **************, our security partner, who can help assess and respond to concerns on-site. However, for any situations where you feel in danger, reaching out directly to local authorities is the best course of action.
  

  We are here to support you and remain available to discuss this further.

• Initial Complaint

  Date:03/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Mac Property Management in ******* due to ongoing issues with my ability to pay rent online and the complete lack of assistance or follow-up from their team.For the past two months, I have been unable to make my rent payments through the online portal. Despite multiple inquiries, I have received no explanation or resolution. The only response I finally received was that a stop payment was placed and they will only accept certified fundswith no reasoning provided. When I asked to speak with ****************** I was initially told they would follow up, but nothing happened. I was then informed that I must go in person to see ***************** to receive any answers.I have repeatedly explained that due to illness and work obligations, I am unable to go in person, yet I continue to receive no assistance. In an effort to resolve the situation, I had my bank send the payment to the address provided to me. After two and a half weeks, the payment was returned as Undeliverable, yet I have still received no guidance or help from Mac Properties.I have been a resident at Mac Properties since October 2020, and prior to these last two months, I have never had a late payment, insufficient funds, or any issues with rent payments. I have never received anything in writing explaining why I am no longer allowed to pay through the portal, nor does my lease agreement or any community guidelines provide any information regarding this type of situation. I have also sent emails with no response.This lack of transparency, failure to provide a resolution, and refusal to assist tenants in paying rent is unacceptable and unprofessional. I am requesting that Mac Properties:1. Provide a clear explanation in writing as to why I am restricted from paying rent online.2. Offer a reasonable alternative payment method that does not require in-person visits.3. Address their failure to communicate and assist in resolving critical rent payment issues.

  

  Business Response

  Date: 03/14/2025

  Dear *********,
  Thank you for reaching out regarding your concerns about your rent payment restrictions and communication with our team. Wed like to address the key points of your complaint and provide clarification on the next steps.
  Online ****************************start="491" data-end="494"> Our records show that a stop payment was placed on your account due to a lease violation notice related to the condition of your home. As a result, online payments were temporarily disabled, and payments must be made via certified funds. This policy is in place to ensure that outstanding compliance matters are addressed appropriately.
  Alternative ************************start="872" data-end="875"> While online payments are currently restricted, you may still submit rent payments via certified funds (money order or cashiers check) at our office. Our team has provided available office hours, including weekend options, to accommodate your schedule. If you require further assistance with the payment process, please reach out to our ***************** team directly.
  Communication and *******************start="1292" data-end="1295"> We understand your frustration and appreciate your long-standing residency. Our team has made multiple attempts to follow up with you, including phone calls and voicemails from ******, as well as text message communication from ********. Additionally, our records show that you were advised to visit our office in person to discuss your account in further detail. If you need assistance coordinating a time to visit, please let us know, and we will do our best to accommodate.
  To move forward, we encourage you to contact ***** *. or ***** *. from our ***************** management team at your earliest convenience to resolve these matters. They are available to discuss your concerns and work toward a resolution.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had continuous issues with the maintenance and management at Mac Properties since moving into my apartment in August 2024. My grievances include but are not limited to lack of transparency about electrical issues in the apartment upon moving in, persistence of said issues, lack of sufficient repairs, horrendous customer services, and constant lack of accountability and follow up. To summarize, there is a circuit issue in my kitchen resulting in appliances and lights in the apartment not able to fully power if more than one is on at once. Mac Properties has failed to acknowledge the extent of the problem and commission an electrician to fully fix it. I attempted to have the issue fixed twice in 2024 and Mac Properties has failed to adhere to their own scheduling rules, follow up, documentation, or actually resolve the issue in a comprehensive way. I waited over two months from November 16 to January 29 for my second major service request regarding the electrical issues. Since then, the issue has resurfaced and I highly doubt Mac Properties will ever fix it enough to stop recurring. Throughout this process, I have wasted insurmountable time calling and emailing Mac Properties about the issues. I am not only dissatisfied with Mac Properties but think they are disrespectful and causing an environment adding undue stress and safety issues to my home. As a result of the electrician's most recent work, lights were left hanging off my walls for weeks on end because Mac Properties could not seem to heed the information I was telling them about the state of my apartment or properly document their own work. I requested $200 off my rent should the issues not be resolved by the end of the year and since they were not nor did Mac Properties fully fix the issue, I then requested $400 off total the following month. This is in addition to unnecessaryvacant services fees that Mac Properties continuously failed to address, even after I provided the necessary documentation.

  

  Business Response

  Date: 03/14/2025

  Dear ****,
  Thank you for bringing your concerns to our attention. Wed like to address the two primary issues outlined in your complaint:
  Vacancy Electric Charges
  Our records indicate that the electric account is listed under the name "****** *****," who is not on the lease. Because of this discrepancy, we are unable to issue a refund for vacancy charges. To resolve this matter, the utility account will need to be updated to reflect your correct lease information. If you need guidance on this process, we are happy to provide step-by-step instructions and assistance.
  Maintenance Delays
  We acknowledge that the timeline for electrical repairs in your apartment was extensive. While we worked to coordinate vendor schedules and resident availability, we recognize that this took longer than expected. As a resolution for the inconvenience, we would like to offer a credit of $200 toward your account ledger.
  To move forward, please contact ***************** management, ***** *. and ***** *., at your earliest convenience to resolve these matters directly. They have been actively communicating with you and attempting to schedule a meeting to address your concerns and look forward to hearing from you.

• Initial Complaint

  Date:02/03/2025

  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 moved into my apartment in August, and someone from Mac called me to make sure everything was in order. After asking them about home insurance, I explicitly asked him if there was anything else that I needed to do when we moved in, and they said NO, NOTHING ELSE IS NEEDED.However, three months later, I get a notification that we had to pay three months worth of late fees because I did not set up gas and electric accounts. Then, I told them they had not properly informed us of this, and they referenced a vague email in which a single line said that I had to set up gas and electric accounts, without mentioning the companies name or how to do it. As I had been told there was nothing we had to do, I didnt bother following up in this.I asked them to waive two of the months fees for informing me three months late, after the fees had already built up, and they refused to do so. I believe that Mac purposefully withholds information about setting up gas and electric accounts to collect money from late fees, and I find this behaviour highly unethical. I would like Mac to rectify.

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** ***** ******