Thank you for taking the time to leave a review. Unfortunately, we are unable to identify who you are from the information provided, and we have no record of the issues raised. We take all feedback seriously and are committed to providing excellent customer service, as reflected in our many 5-star reviews from satisfied clients. We would welcome the opportunity to discuss your experience and resolve any concerns. Please feel free to contact me directly at d.little@payne-cov.com so we can investigate this further and work towards a resolution.