Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/26/2025

  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.

  They will not stop calling me or emailing me, no matter how many times I unsubscribe or ask the people on the phone not to call me again. I hate their high pressure sales tactics and the work they've done for me - but this is not a complaint about that. It's that they won't ever leave me alone despite asking repeatedly.

  Business Response

  Date: 02/21/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager let Mr. ****** know that we reach out to confirm his approval in honoring the request outlined in the BBB complaint. As per his preference, we have removed his contact information from our system to ensure no further communications from Snell. He has expressed satisfaction with this resolution, and we believe this matter is now resolved.

• Initial Complaint

  Date:01/10/2025

  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.

  During October 2024, I accepted an estimate to conduct electrical work at my house for $3867. They finished a portion of the work and charged me $2938.95 that month, the remainder to be paid when they finished the work. On 17 December 2024, they finished the work. Instead of charging me the difference, they charged me $3321.45, an overcharge of about $2400. I immediately pointed out the discrepancy to the employee, who made a note in the system but was not able to fix the issue himself. I called the Office the next day and was told they sent the issue to finance. I called back a week later and was told that payment takes 5-10 business days. I emailed and spoke on the phone with an employee after another week; she told me she would notify management. At the beginning of this week, I spoke with their employees who came to my house to fix the electrical work (it initially failed the inspection). They related their manager said it was approved and should be paid. However, it has now been almost 4 weeks and I still have not been reimbursed.

  Customer Answer

  Date: 01/23/2025

  This company has now refunded the money that was due to me.

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out regarding the charging error for the repair completed on December 17, 2024. Snell has since refunded the additional amount. After receiving the BBB complaint, our Customer Relations Manager followed up and confirmed with Ms. ******* that the issue had already been resolved. Ms. ******* expressed satisfaction with how this matter was addressed and resolved.

• Initial Complaint

  Date:01/09/2025

  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.

  In July 2024, I contacted Snell because our **** unit had stopped working. A technician came to our home and diagnosed that the problem was with the motor and replaced it. My husband and I purchased our home in February 2024 and recognized that the **** unit was from 2010 and would soon need to be replaced. The technician from Snell did mention to us that we would not get much more use out of the unit until it needed replaced. In October 2024, our hot water heater broke and we used a different company to replace it. When they replaced the water heater we signed up for an annual inspection service/program for the hot water heater and **** unit. We scheduled this annual inspection/cleaning of the **** unit in which the technician took the unit apart and discovered dirt and years of mold buildup throughout the system. We ended up replacing the entire **** unit. When I asked the technician if the technician from Snell would have seen the mold buildup he said yes. My issue with Snell is that we spent $1853.60 on a new motor when it should have been recommended that we replace the entire unit. We spent money on a new motor that would not be able to be transferred to a new unit. I contacted Snell about this issue and ***** ***** reached out. When I responded via email with the issue and pictures showing the mold, he has not responded to my three inquiries since the beginning of November 2024.We are upset with the lack of transparency and information from Snell and would appreciate a refund for the purchased motor.Thank you,***** *****

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond to Ms. ******* complaint. Our Customer Relations Manager has made multiple attempts to follow up with Ms. ***** regarding the service repair completed on July 23, 2024. Unfortunately, these attempts to reach her by both phone and email have been unsuccessful. We encourage Ms. ***** to get in touch with us at her earliest convenience so that we can work together toward a resolution. We are committed to addressing her concerns and ensuring her satisfaction.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 8, 2024, technician ******** ***** of Snell Heating and Air visited my home for a no-heat issue with my furnace (Job #*********). After inspecting the system, he determined the air pressure switch needed replacing and quoted me the following costs: $89 service call, $59 membership fee, and a $139 charge for the part. Since I paid $148 on December 8, 2024, I was led to believe the remaining charge would be around $139. However, when Mr. ***** returned the next day, December 9, to replace the switch, he presented my wife with a bill for $737.80. When she expressed surprise at the inflated cost, Mr. ***** falsely claimed I had authorized the higher charges, which was not true. At no point did I approve any additional work or charges beyond what was discussed on December 8.Additionally, after replacing the air pressure switch, Mr. ***** conducted several unapproved inspections and maintenance tasks, including checks on voltage, amps, capacitors, and the blower wheel. These were not part of the original scope of work and had already been addressed during the initial visit. I believe these inspections were unnecessary and intended to justify extra labor charges.After receiving the inflated bill, I attempted to contact Snell Heating and Air for clarification, but I received no response until December 13, 2024, when I was contacted by Mr. ***** *****, who dismissed my concerns without providing an explanation of the charges. I was not given a breakdown of the bill or any justification for the additional services. The significant discrepancy between the expected and actual charges, combined with Mr. ****** misleading statements and lack of transparency from the company, has left me dissatisfied and seeking a refund for the unauthorized charges and services.

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in contact with Mr. ********** regarding the repair completed at his home by Snell on December 9, 2024.
  During our conversation, Mr. ********** expressed concerns about the cost of the repair, stating he was unaware of the charges. We explained that the estimate was sent to him the day prior to the service, while our team was at his home, and records from our system confirm the email was opened.
  As a gesture of goodwill, we offered a discount on the work performed. Mr. ********** expressed satisfaction with this resolution and confirmed that his concerns were addressed to his satisfaction.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Snell Heating and Air Conditioning customer for over a decade. In January of 2024, during a high wind and rainstorm several tree limbs crashed thru my roof and exposed MOLD in the air handlers and ducts throughout my **** system. A **************** in 2021, had identified biological growth in ONE vent and duct and remediated it. Since then, at EVERY tune up of the **** system 2 x yearly, I asked the Snell technicians to assure me the system was clean and dry and no more growth. There was one technician in *************************************************************************************************** this order: 1) To install an ultraviolet light (which I did that day) and 2) go to another company for remediation. He added "An ultraviolet light eliminates/prevents bacterial and viral growth in the duct system and allows healthier indoor air quality". Not a single technician (even while I was asking repeatedly) ever again reported there was ongoing growth. Snell technicians looked away from this hazard in my home. In my view, the silence of those technicians was negligence. My insurance company wouldn't pay for the remediation; the damage to my **** system was extensive, costing $15,783.98 for ServPro to remediate and repair it. I have tried since May, to ask Snell's leaders to help me defray this cost. This statement is on the Snell website:We Stand Behind Our Work with the Industrys Longest *********************** We only hire the best technicians, invest in the best in-house training programs and use the best equipment in your home. This means all projects are backed by YEARS of comprehensive warranties that we provide in writing. If something goes wrong, well be there to make it right.

  Business Response

  Date: 10/09/2024

  Thank you for the opportunity to address Ms. ****** complaint. We value her decade of service with us, but after reviewing the situation, we do not believe we are responsible for the issue raised. On April 6, 2021, we recommended ** lights for both ************ during a routine tune-up to improve air quality and prevent growth. Ms. ***** declined at that time. On October 16, 2021, we installed a ** light for the attic HVAC system, after noting growth on the diffusers, ducts, and air handler, and we also advised her to have the ducts cleaned by a specialist, as this is not a service we provide. Our technicians performed routine maintenance in 2022 and 2023. During the most recent maintenance visit on June 21, 2023, the ** light for the attic AC was confirmed to be operational. In February 2024, we addressed concerns about the attic systems drain pan but found no issues, instead recommending that Ms. ***** consult a duct work replacement specialist due to the condition of the flex duct. While we understand Ms. ****** concerns, we believe we communicated the potential for mold growth in 2021, and as mold remediation is outside our scope, we recommended she continue to work appropriate services at that time.

  Customer Answer

  Date: 10/25/2024

  [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: 22241634
  
  I am rejecting this response because I categorically deny that any representative from Snell suggested or recommended the following (as stated in their response)
  
  SNELL: On April 6, 2021, we recommended ** lights for both ************ during a routine tune-up to improve air quality and prevent growth.
  
  RESPONSE: Two air systems were never involved, only one. I have no recollection of discussing the need for a ** light on April 6..
  
  The technicians note below explains he installed it after recommending it to me.
  
  *The technician who came to my home put the following in his notes in Oct 21. There is growth on multiple diffusers on the supply ducting. There is some biological growth in the air handler as well. The drain line is good with no standing water in the drain pan. I recommend two things: 1) an ultraviolet light in the duct system 2) a duct cleaning with sanitizer sprayed into the supply ducts. Snell does not currently perform duct clean but call Atlantic Duct Cleaning (703 Ph #) mention Snell referred you for a discount.
  
  His notes continue with these two statements: An ultraviolet light eliminates/prevents bacterial and viral growth in the duct system and allows healthier indoor air quality. 
  
  I (technician)installed the ultraviolet light in the attic air handler.
  
  *retyped verbatim since the text provided by Snells ***** ***** was a poor copy
  
  
  
  SNELL: Our technicians performed routine maintenance in 2022 and 2023.
  
  RESPONSE: During the technicians appointment in Oct 21, I immediately agreed to install the ** light to eliminate/prevent bacterial and viral growth.
  
  I felt relief that the ** light was installed. I also realized how important it would be for the technicians to monitor the situation for me during each of their routine maintenance check-**** (Kindly note: Because of my age and health condition I have never been able to physically access the attic myself.)
  
  During routine maintenance visits over more than 3 years, I insisted and specifically asked each technician (even when they were coming to check on the heater) to check the attic unit for any growth or water. Each of them said everything was just fine. Not a single technician ever flagged that there was still an issue with the duct work and/or growth.  
  
  During all the years that Snell provided their services, I trusted and relied on them. I believed their website pledge:
  We are committed to providing our customers with the highest quality service and backing it with the longest, most comprehensive warranties. We understand that your comfort and safety are important, and we take pride in providing our customers with a worry-free experience.
  
  I still have hope that Snell, upon further reflection, will live up to its customer service pledge and accept some responsibility and accountability.
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/18/2024

  On December 17, 2024, our Customer Relations Manager followed up with Ms. ***** to discuss her concerns. During the conversation, we reviewed our previous communications and documentation, including our recommendation to hire a professional duct cleaning company to assess her ducts for potential growth. Ms. ***** acknowledged that she did not act on both of our recommendations but did proceed with the installation of the ** light, which was one component of our advice. We clarified to Ms. ***** that we are neither growth specialists nor a duct cleaning company. However, she expressed her continued belief that we bear responsibility for her situation. After careful internal discussion, we are open to exploring a possible resolution to address her dissatisfaction with our recommendations. Our Customer Relations Manager attempted to contact Ms. ***** again on December 18, 2024, and will continue to follow up. We encourage Ms. ***** to reach out to us directly so that we can work together towards a satisfactory resolution.

• Initial Complaint

  Date:07/23/2024

  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.

  After reserving a four-hour window from 2 to 6 PM to address a plumbing leak, I was phoned at 5:45 PM with the message that the repairman was an hour away. This would have him arriving 45 minutes AFTER the four-hour window. The person in the office with whom I spoke seemed completely unconcerned by this lapse in work ethic. I at least deserved the courtesy of a phone call earlier than 15 minutes before the end of my four-hour window that my appointment would be late. Instead, I canceled not only the appointment, but also an upcoming appointment and my subscription.

  Business Response

  Date: 08/09/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in contact with Ms. ******** regarding the scheduling error that occurred with her appointment on July 25, 2024. We sincerely apologize for the inconvenience caused and have issued a partial refund as a gesture of goodwill. Ms. ******** has expressed her satisfaction with this resolution and has confirmed her intention to continue using Snell for her future plumbing needs.

  Customer Answer

  Date: 08/20/2024

  The reply from the company does not accurately reflect the magnitude of issues with Snell. There was a scheduling error. However, after that, I was not provided options to fix my plumbing and was grossly overcharged for replacement of a garbage disposal (as determined by estimates on ************). *****, from the corporate office indicated that all service professionals should provide options and that she would address this with the local Virginia office.

  Customer Answer

  Date: 08/20/2024

  [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: 22033672
  
  I am rejecting this response because: I continued to have issues with this company AFTER the scheduling error. I was grossly overcharged for the plumbing repair I required.
  
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/14/2024

  Our Customer Relations Manager has made follow-up attempts on October 7, 9, 10, and 11, leaving voicemails for Ms. ******** so we can discuss this matter with her further. We would appreciate the opportunity to discuss her concerns and work towards a resolution. Additionally, our Customer Relations Manager has sent a letter to inform her of our attempts to reach out regarding her concerns.

  Customer Answer

  Date: 01/29/2025

  [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 acknowledge the calls made by Snell management with regard to complaint ID ********. I have not returned these calls due to a severe flare in my medical condition. I accept the most recent response from the business and hope to move forward from it.
  
  With Sincere Regards,
  
  ****** ********
  
  

• Initial Complaint

  Date:04/07/2024

  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.

  Purchased a new heating and cooling system from Snell in February 2022. System came with a 10 year warranty. On 3/26/24 I called Snell due to my condo being cold. They sent out a tech who determined a part had gone bad. He would return later in the day or the next day to fix the system.Technician calls me later in the day and tells me it is going to take 4-6 weeks for the part to come available. He then said some person (cant remember title) will be in the next day and they will talk to see if something can be figured out. Snell will contact me the next day. I reached out to customer service asking for warranty information. It was going to take a day.I did not receive a phone call or the warranty the next day (Wednesday)On Thursday morning I contacted Snell. The person knew who I was and what my issue was. Apologized for no phone call and said no part was available, they were going to send out a tech to put my system back together and bring space heaters. Tech shows up with 2 space heaters. Puts system back together. I ask about my UV light which is burnt out. Why didn't the maintenance person tell me?????Friday I call the manager . Willing to put me in a hotel for the night since it's expected to be 35 degrees. I declined and they sent out 1 more space heaters.Space heaters keep blowing the fuses. Super uncomfortable having to turn space heaters off every day to dry hair because bed and bath on same fuse. Also, can only run 1. Need to turn heaters off when I leave. I'm freezing and afraid the heaters are going to start a fire.

  Business Response

  Date: 05/01/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to Mr. **** on 4/16/2024 to discuss his concerns with the **** system installed by Snell on 2/04/2022. Snell has ordered the inducer motor to repair the system as well as supplied space heaters to use as needed. We have also verified the ** function is still operational for the increasing temperatures. ************ has requested compensation for the time this has taken. Our Customer Relations Manager mentioned after we install the part, we will discuss the amount to have this matter resolved for him.  We will continue to Work with Mr. **** until this is completed and he is satisfied.

  Customer Answer

  Date: 05/09/2024

  [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: 21541665
  
  I am rejecting this response because: while they initially told me the part would come in at the end of April, Snell contacted me in early April to let me know the part would actually not be ready until late May.   Additionally, I did not request compensation.  Snell.s spokesperson broached it with me first.  This was on a during a phone call approximately mid April.  She said we would talk abouti compensation after the system had been fixed.  On that same call in April I asked if my air would work to which the rep responded someone would get back to me.  No one responded to my question.  I did get two more calls asking if my air was working after this call.   I didnt turn my air on until approx 5/2.  
  

  I look forward to resolving this issue with a fully functioning system in the near future.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/28/2024

  The part for Ms. ****** system has been received and we are scheduled to complete the repair on 5/30/2024. We will follow-up with Ms. **** after the repair to ensure all work has been completed to her satisfaction and resolve any outstanding concerns. 

  Customer Answer

  Date: 06/04/2024

  [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: 21541665
  
  I am rejecting this response because: I left work early on 5/30 for my appointment with Snell to fix the system.  Appointment was scheduled between 4 and 8 pm.  I was notified at 5:50 PM that Snell did not have the correct part.  Nor was anyone on their way out to complete the air conditioing maintenance which was supposed to take place at the same time (this is a service that I pay for).  June 4th and the issue still IS NOT fixed.
  
  
  Regards,
  
  *****************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/13/2024

  Our Customer Relations Manager has spoken with Ms. **** about this matter. We have confirmed the part has been received and we are scheduled to complete the repair on 6/14/2024. We do not want to leave Ms. **** dissatisfied with this service, we will follow-up with Ms. **** after the repair to ensure all work has been completed to her satisfaction and resolve any outstanding concerns. 

• Initial Complaint

  Date:08/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 28Aug23 Incident: Snell employee hits my brand new vehicle with their van. I saw it along with one other witness willing to provide a statement as needed Snell customer service is not getting back to me regarding this manner and I prefer to not go through my insurance and lose my claim less discount when the company is blatantly in the wrong, insured, and should take responsibility. Id like a refund for services rendered at the very least.

  Customer Answer

  Date: 09/06/2023

  The Snell Employee who hit my car arrived to my home to inspect my Air Conditioning Unit which was not functioning. He hit my car as he reentered his van to move it, prior to the appointment, as he had parked in my neighbor's spot. I immediately let him know this had occurred prior to continuing with the appointment. My neighbor had two contractors outside, working on her home, one of whom saw the incident. The technician and I continued the appointment as it was very hot and my AC needed repair. 

  Business Response

  Date: 10/12/2023

  esponse for complaint ID#:********--> We are sorry about the experience ********** with ************** and the damage to her vehicle. Our Customer Relations Manager and HVAC Service Manager have spoken with ********** to address this matter. We requested pictures of the damage to the vehicle and have assured ********** we will take care of the damage. She is satisfied with our response at this time. 
  
  *****************************
  
  Customer Relations Department Manager

• Initial Complaint

  Date:08/15/2022

  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 17, 2022, a Snell employee serviced our upstairs air conditioning system. We paid $1,232.50 Invoice # ********. The system which was purchased in 2016 from ********** HVAC which was bought by Snell and was still under warranty.The air conditioner operated properly for about 3 days after the service call. On May 16, 2022 Snell sent another repair person to assess the problem. He said there was a leak and offered to fix it for an additional payment of $1,874. Invoice # ********. We refused. After several calls to Snell, we spoke to a manager who gave her name as "Rebecca" . She said another manager "Brian " had approved a refund of the $1,232.50. Several calls later, we were told the the refund was mailed on May 26, 2022. It is now August 15, 2022 and we have not received the refund. Snell employees have told us that the delay was the result of needing to have the check mailed from Delaware. However, enough time has passed for a check to reach Virginia from Delaware. On June 30,2022 we hired another company who found the problem to be a corroded eev valve not detected by Snell. There was no leak. The problem was solved by cleaning the valve with a wire brush.

  Business Response

  Date: 09/09/2022

  We are extremely sorry to hear of the frustrations with regards to the **. and *************** refund. We have canceled the previous check and reissued it, along with sending it ****** We have provided them with the tracking information as well, and they are now satisfied with this response.