PART I: People PC and Complaints of Fraud, Deceitful Advertsing, and Software Problems
Randy L. Harrington
June 07, 2006
PeoplePC was acquired by EarthLink in 2002 for about $14 million dollars according to the San Francisco Chronicle, and Securities and Exchange Commission documents filed by EarthLink. EarthLink has had a long history of allegations of consumer fraud, bait and switch advertising, and just general poor customer service. It would appear that PeoplePC was also a company in trouble before the 2002 acquisition. PeoplePC is sold as a cheap Internet Service Provider (ISP). There are complaints of consumer fraud, deceptive advertising practices, questionable business practices, and proprietary software that not only disables computers, but installs itself so as to take advantage of personal information on subscribers' computer systems.
BACKGROUND RESEARCH
As research, and background material before I wrote this article, and before I even contacted PeoplePC I checked out some of the consumer complaints on the various consumer protection internet sites. Freedomlist.com, RipOffReport.com, as well as the Better Business Bureau.
A large amount of negative consumer feedback had to do with unauthorized charges to consumer bank, and credit card accounts for services never received, and PeoplePC either not responding to complaints, and not making refunds to subscribers. Most of these charges were under $20, but some of them were between $300 and $500. A quick tally of these complaints indicated alleged unauthorized charges by PeoplePC and losses to consumers of about fifty thousand dollars.
Consumer reports also made reference to bait and switch advertising where consumers were offered a thirty day free trial service, with no credit card required to sign-up. When subscribers logged onto the PeoplePC site they were directed to an alternative trial service that they were charged for. Even though PeoplePC told subscribers that their credit cards, or bank accounts would not be charged for the free trial period, PeoplePC collected credit card and bank account information from subscribers, and their accounts were subsequently billed. Many consumer accounts were billed by PeoplePC without their advance knowledge or consent, and sometimes several times in the same service period. A particular group of consumer complaints was about PeoplePC software that would invade subscriber computers, and change e-mail, and other file configurations thusly making their systems inoperable. Some subscribers even told me that it was virtually impossible to delete PeoplePC software. Months after removing PeoplePC software from their computers, subscribers reported that PeoplePC software continued to change e-mail account information from Outlook, and that file properties on their personal systems would continue to be changed. On some occasions subscriber computers would completely freeze, and become disabled when PeoplePC software was removed.
Consumer complaints reported problems with PeoplePC customer service representatives, as well as their technical support representatives. It was alleged that PeoplePC customer service representatives rarely had a good grasp of functional English, and could not answer simple questions. Technical support was purportedly an even bigger nightmare. PeoplePC refers callers to a 900 number, and customers are expected to pay for technical support. Callers are placed on hold for minutes at a time, only to be referred to computer manuals, or on-line help features.
I received an e-mail offer from a small business network that included a PeoplePC online advertisement. PeoplePC offered me a “free 30 day trial” with “no credit card required.” I followed the link in the e-mail advertisement and was connected to PeoplePC.com.
PEOPLEPC WEBSITE
Nowhere on the PeoplePC.com website was there a reference to a “free 30 day trial” offer. (After I made contact with PeoplePC staff, and they were made aware of this article, there is now a small “link” on the PeoplePC site that offers a free thirty day trial) I was instead offered a very basic package for three months at half price.
Before I signed up I called the Customer Service number provided by PeoplePC to ask some basic questions. Customer Service Representative Mastufa answered the telephone. Mastufa told me that company policy forbade him from providing his last name. I asked Mustafa where he was located, and he said that company policy prevented him from releasing this information. He indicated that there were security issues involved.
Mustafa told me that the PeoplePC accelerator software actually allowed me to “surf the web 5 times faster than regular dial-up.” He said that I “could get broadband access for the price of dial up.” Mustafa couldn’t explain how this new technology worked, but said that the software that made this possible was developed by “Aluria Software” in “Florida.” (Aluria Software is a subsidiary of EarthLink) I asked Mustafa where Florida was and he replied “Just north of California.”
I made a commitment to try PeoplePC if Mustafa would send me an e-mail confirming what he had told me. I provided an e-mail address to Mustafa, and a few moments later I received his e-mail as promised.
Mustafa’s e-mail contained headers that indicated it was sent from “smtp_ india@vcustomers.com”, and that the the e-mail came from “vcpeoplepc @vcustomer.net “, yet Mustafa’s e-mail return address was listed at “member.services @peoplepc.com.” A second call to PeoplePC’s customer service number to confirm the location of PeoplePC’s customer service location put me in touch with Gary. Gary could hardly speak English, but informed me that PeoplePC’s customer service department was in Redmond, Washington. He also informed me that he was at the Redmond, Washington Customer Service Headquarters. Mustafa denied that he was an employee of vCustomer, or any of its operating subsidiaries. He also denied being in India, and said that he was ”In the United States.”
vCustomer.com is a web site owned by vCustomer Corporation, and they operate an outsourcing customer call center in India. The Chief Executive Officer is Sanjay Kumar. Calls to Mr. Kumar were not returned, but an e-mail response from the media relations staff at vCustomers confirmed that PeoplePC/EarthLink is a customer of vCustomer Corporation, and that PeoplePC’s customer service, and technical service telephone calls are received, and handled by India citizens, in India. Sanjay Kumar is not the same Sanjay Kumar, the former CEO of Computer Associates.
I SIGNED UP FOR PEOPLEPC
I signed up for PeoplePC, and was allowed to download their proprietary software program. I reluctantly provided PeoplePC with my bank account information, with the understanding that they would not charge my account more than $4.97 for the first three months of service.
The PeoplePC software downloaded without any complication. Installing the software was a different story. While installing PeoplePC's “Smart Dialer”, and the software it made over fifty-five attempts to access personal information about the computer I was using, the hardware brand names that I had installed on the system. The software also made an attempt to send this information to a separate “hidden file” on my hard drive with a snippet of code to send this information to a PeoplePC I.P. address. The software attempted to install a “PeoplePC Bar” on my Internet Explorer. The McAfee Security Software Suite installed on my Gateway laptop performed admirably, and stopped PeoplePC’s proprietary code embedded in its software from installing on my system. I later checked with Microsoft technical support staff, and was informed that PeoplePC’s proprietary code, and their PeoplePC Bar would cause “software hangs” when Internet Explorer 5 initializes.
The version of PeoplePC software that I received from the company came with a full compliment of security suite software designed to block pop-up advertising, spy ware, ad ware, and prevent phishing. The security suite did not, however, block any of the ad ware, spy ware, or annoying pop-ups that the PeoplePC software interface was trying to install on my system. PeoplePC continued to show me annoying pop ups when I logged onto the internet using their software. My security software gave a report every few minutes that the PeoplePC software was trying to access my system registry, or was trying to run a hidden executable file.
PeoplePC software also kept a lengthy registry of hidden files indicating the web sites that I had visited on the internet, as well as files I had downloaded, and the e-mail servers I was logging onto. The software instructions said that these files are maintained to help the accelerator speed up access to various web sites. These files according to Microsoft technical support staff, and other computer security professionals included snippets of code that could be accessed from a remote server to access special log files created by the software, presumably to find out the web sites that I had visited, as well as any online searches that I conducted.
Three days after I signed up for PeoplePC my bank was presented with several electronic debit requests from PeoplePC service. These debits totaled more than $1,500. When I subscribed to PeoplePC I was informed that my bank account would be debited $4.97 for the first three months of service.
I sent an e-mail to the PeoplePC Member Services Department. I asked why there was an attempt to debit my account for more than $1,500? Pete from Member Service replied, and said that I should call the PeoplePC customer service telephone number to speak with a live operator during the day, Monday through Friday, and that “international law keeps me from saying more about your situation matter.”
Since it was a Friday night, and I wanted some answers I sent another e-mail message to the PeoplePC Member Services Department asking for more information. Raji from Member Services replied that he “don't want none trouble. Call the daytime customer service.” Raji sent the e-mail reply to me over 500 times, until I blocked further e-mail's from Raji to prevent the unnecessary work to the mail server.
Monday morning, I called the PeoplePC corporate office in San Francisco. I was directed to “Gloria.” Gloria said that “company policy prevents me from giving my last name.” When I explained the attempts to debit my bank account, Gloria said that I “must have done something wrong” when I signed on to PeoplePC. She informed me that “PeoplePC has a pristine background, and has never had a customer complaint filed with any consumer organization.” She apologized for any inconvenience, and told me that she would “look into the matter and reply to me by e-mail.”
I asked Gloria if the Member Services Department was located outside of the United States? Gloria replied that “PeoplePC has a large call center in Kirkland, Washington staffed by Americans for Americans.” She also said “all customer service calls, and technical support calls are handled out of the Kirkland, Washington call center.” When I asked Gloria about vCustomer association, and outsourcing of PeoplePC's Member Services Department, and technical support to India, she said that she “never heard of any such relationship.” Before hanging up with Gloria she assured me that she would research my customer service problem, and would send me an e-mail confirmation that the problem had been corrected. Gloria never sent me the e-mail confirmation, and I presume that she never researched any of my customer service problems.
Twelve days after my conversation with Gloria, and on a Friday night, I received an e-mail from PeoplePC demanding payment of several hundred dollars for my “overdue” PeoplePC account that had been active for less than thirty days. The e-mail told me that if payment were not remitted that collection activity against me would begin, and that my PeoplePC account would be discontinued. My access to the PeoplePC members page was blocked through their dial-up access program.
I responded to the PeoplePC e-mail. I asked for justification of the several hundred dollar past due bill for less than thirty days of service? I asked for verification of the charges? Martha from the PeoplePC member services department responded to my e-mail inquiry, and stated “I can't grasp the gravity of your request. Please mail all of your proof or information so we can give you what you can help you.” Martha's e-mail missive made no sense. I replied to Martha's e-mail.
Keith responded to my e-mail reply to Martha. Keith's response was “You must have to today call technical support.” Gary's e-mail referred me to PeoplePC's 900 technical support telephone number. I tried to reply to Gary's e-mail, and received a reply that any further e-mail to “smtp_india_@peoplepc.com”,; the e-mail header from the reply indicated that Gary's final reply came from “vCustomer.net.”
After receiving Gary's e-mail, I sent an e-mail to PeoplePC advising them that I was canceling my service effective immediately. On Monday morning I received a reply to my e-mail from PeoplePC “member services” advising me that I could cancel my account, but that I still owed several hundred dollars to PeoplePC. The e-mail informed me that I had committed to twelve months of service from PeoplePC, and directed me to a link on their web site with a current users agreement.
I called PeoplePC's corporate office in San Francisco. After being placed on hold for fifteen minutes, and being passed from telephone extension-to-telephone extension I was finally connected with Karen in “accounting.” I asked Karen for her last name, and I was informed that PeoplePC had a policy that “prohibited” her from providing that information.
Karen told me that my account was being prepared for collection. She could not provide me with any information to substantiate the several hundred dollar charge to my account, and she insisted on getting current credit card information from me. Karen would not provide me with the name of her supervisor, or send me to someone else to help me.
I asked Karen about allegations of fraud made by several PeoplePC subscribers? I asked Karen about the vCustomer, and the India connection? I asked Karen about the numerous attempts to debit my bank account by PeoplePC? I asked Karen about the irregularities with PeoplePC's proprietary software, and the snippets of embedded code allegedly designed to access personal information from my personal computer? Karen refused to answer any of my questions. Her standard reply to all of my questions was that “it's none of your business.” Karen told me that “when you buy PeoplePC you can run it the way you see fit. Until then we run the business the way we want to. And there is not thing one you can do about it.” I identified myself as a freelance reporter to Karen, and explained that I was writing a story on PeoplePC. Karen said nothing, and hung up on me.
Fifteen minutes after my conversation with Karen, I received an e-mail from PeoplePC telling me that my account had been canceled effective June 5, 2006. The e-mail included contact information for Deisha Galbreth, in Corporate Communications for EarthLink, and apologized for any inconvenience that PeoplePC may have caused.
I have written an e-mail to Ms. Galbreth with EarthLink's Corporate Communications, and as of the date of this article I have not received a reply.
PeoplePC, with its enormous advertising resources provided by EarthLink, and its ad sense presence on the internet, promises to deliver customer satisfaction, a quality product, at an affordable price to consumers. What PeoplePC delivered was something different, that what they promised. When buying ”Cheap Internet Service” be wary.
If you have been the victim of any type of fraud, false advertising, or have lost any money then you should complain to the company. Post your reports on the consumer information web sites. Schemers count on you not taking the time or trouble to follow-up, and obtain refunds for relatively small amounts of money. You should also report any alleged fraudulent activity to your State's Attorney General. You can find the web site, and complaint procedures on most Attorney General sites by doing a Google® search on the internet.
This is Part I of a two part series. Part II will discuss who EarthLink is, and highlight details about customer complaints against EarthLink, and PeoplePC.
Copyright 2006 Randy L. Harrington. ALL RIGHTS RESERVED.
Some sources: Better Business Bureau, RipOffReport.com, and Freedomlist.com.
BACKGROUND RESEARCH
As research, and background material before I wrote this article, and before I even contacted PeoplePC I checked out some of the consumer complaints on the various consumer protection internet sites. Freedomlist.com, RipOffReport.com, as well as the Better Business Bureau.
A large amount of negative consumer feedback had to do with unauthorized charges to consumer bank, and credit card accounts for services never received, and PeoplePC either not responding to complaints, and not making refunds to subscribers. Most of these charges were under $20, but some of them were between $300 and $500. A quick tally of these complaints indicated alleged unauthorized charges by PeoplePC and losses to consumers of about fifty thousand dollars.
Consumer reports also made reference to bait and switch advertising where consumers were offered a thirty day free trial service, with no credit card required to sign-up. When subscribers logged onto the PeoplePC site they were directed to an alternative trial service that they were charged for. Even though PeoplePC told subscribers that their credit cards, or bank accounts would not be charged for the free trial period, PeoplePC collected credit card and bank account information from subscribers, and their accounts were subsequently billed. Many consumer accounts were billed by PeoplePC without their advance knowledge or consent, and sometimes several times in the same service period. A particular group of consumer complaints was about PeoplePC software that would invade subscriber computers, and change e-mail, and other file configurations thusly making their systems inoperable. Some subscribers even told me that it was virtually impossible to delete PeoplePC software. Months after removing PeoplePC software from their computers, subscribers reported that PeoplePC software continued to change e-mail account information from Outlook, and that file properties on their personal systems would continue to be changed. On some occasions subscriber computers would completely freeze, and become disabled when PeoplePC software was removed.
Consumer complaints reported problems with PeoplePC customer service representatives, as well as their technical support representatives. It was alleged that PeoplePC customer service representatives rarely had a good grasp of functional English, and could not answer simple questions. Technical support was purportedly an even bigger nightmare. PeoplePC refers callers to a 900 number, and customers are expected to pay for technical support. Callers are placed on hold for minutes at a time, only to be referred to computer manuals, or on-line help features.
I received an e-mail offer from a small business network that included a PeoplePC online advertisement. PeoplePC offered me a “free 30 day trial” with “no credit card required.” I followed the link in the e-mail advertisement and was connected to PeoplePC.com.
PEOPLEPC WEBSITE
Nowhere on the PeoplePC.com website was there a reference to a “free 30 day trial” offer. (After I made contact with PeoplePC staff, and they were made aware of this article, there is now a small “link” on the PeoplePC site that offers a free thirty day trial) I was instead offered a very basic package for three months at half price.
Before I signed up I called the Customer Service number provided by PeoplePC to ask some basic questions. Customer Service Representative Mastufa answered the telephone. Mastufa told me that company policy forbade him from providing his last name. I asked Mustafa where he was located, and he said that company policy prevented him from releasing this information. He indicated that there were security issues involved.
Mustafa told me that the PeoplePC accelerator software actually allowed me to “surf the web 5 times faster than regular dial-up.” He said that I “could get broadband access for the price of dial up.” Mustafa couldn’t explain how this new technology worked, but said that the software that made this possible was developed by “Aluria Software” in “Florida.” (Aluria Software is a subsidiary of EarthLink) I asked Mustafa where Florida was and he replied “Just north of California.”
I made a commitment to try PeoplePC if Mustafa would send me an e-mail confirming what he had told me. I provided an e-mail address to Mustafa, and a few moments later I received his e-mail as promised.
Mustafa’s e-mail contained headers that indicated it was sent from “smtp_ india@vcustomers.com”, and that the the e-mail came from “vcpeoplepc @vcustomer.net “, yet Mustafa’s e-mail return address was listed at “member.services @peoplepc.com.” A second call to PeoplePC’s customer service number to confirm the location of PeoplePC’s customer service location put me in touch with Gary. Gary could hardly speak English, but informed me that PeoplePC’s customer service department was in Redmond, Washington. He also informed me that he was at the Redmond, Washington Customer Service Headquarters. Mustafa denied that he was an employee of vCustomer, or any of its operating subsidiaries. He also denied being in India, and said that he was ”In the United States.”
vCustomer.com is a web site owned by vCustomer Corporation, and they operate an outsourcing customer call center in India. The Chief Executive Officer is Sanjay Kumar. Calls to Mr. Kumar were not returned, but an e-mail response from the media relations staff at vCustomers confirmed that PeoplePC/EarthLink is a customer of vCustomer Corporation, and that PeoplePC’s customer service, and technical service telephone calls are received, and handled by India citizens, in India. Sanjay Kumar is not the same Sanjay Kumar, the former CEO of Computer Associates.
I SIGNED UP FOR PEOPLEPC
I signed up for PeoplePC, and was allowed to download their proprietary software program. I reluctantly provided PeoplePC with my bank account information, with the understanding that they would not charge my account more than $4.97 for the first three months of service.
The PeoplePC software downloaded without any complication. Installing the software was a different story. While installing PeoplePC's “Smart Dialer”, and the software it made over fifty-five attempts to access personal information about the computer I was using, the hardware brand names that I had installed on the system. The software also made an attempt to send this information to a separate “hidden file” on my hard drive with a snippet of code to send this information to a PeoplePC I.P. address. The software attempted to install a “PeoplePC Bar” on my Internet Explorer. The McAfee Security Software Suite installed on my Gateway laptop performed admirably, and stopped PeoplePC’s proprietary code embedded in its software from installing on my system. I later checked with Microsoft technical support staff, and was informed that PeoplePC’s proprietary code, and their PeoplePC Bar would cause “software hangs” when Internet Explorer 5 initializes.
The version of PeoplePC software that I received from the company came with a full compliment of security suite software designed to block pop-up advertising, spy ware, ad ware, and prevent phishing. The security suite did not, however, block any of the ad ware, spy ware, or annoying pop-ups that the PeoplePC software interface was trying to install on my system. PeoplePC continued to show me annoying pop ups when I logged onto the internet using their software. My security software gave a report every few minutes that the PeoplePC software was trying to access my system registry, or was trying to run a hidden executable file.
PeoplePC software also kept a lengthy registry of hidden files indicating the web sites that I had visited on the internet, as well as files I had downloaded, and the e-mail servers I was logging onto. The software instructions said that these files are maintained to help the accelerator speed up access to various web sites. These files according to Microsoft technical support staff, and other computer security professionals included snippets of code that could be accessed from a remote server to access special log files created by the software, presumably to find out the web sites that I had visited, as well as any online searches that I conducted.
Three days after I signed up for PeoplePC my bank was presented with several electronic debit requests from PeoplePC service. These debits totaled more than $1,500. When I subscribed to PeoplePC I was informed that my bank account would be debited $4.97 for the first three months of service.
I sent an e-mail to the PeoplePC Member Services Department. I asked why there was an attempt to debit my account for more than $1,500? Pete from Member Service replied, and said that I should call the PeoplePC customer service telephone number to speak with a live operator during the day, Monday through Friday, and that “international law keeps me from saying more about your situation matter.”
Since it was a Friday night, and I wanted some answers I sent another e-mail message to the PeoplePC Member Services Department asking for more information. Raji from Member Services replied that he “don't want none trouble. Call the daytime customer service.” Raji sent the e-mail reply to me over 500 times, until I blocked further e-mail's from Raji to prevent the unnecessary work to the mail server.
Monday morning, I called the PeoplePC corporate office in San Francisco. I was directed to “Gloria.” Gloria said that “company policy prevents me from giving my last name.” When I explained the attempts to debit my bank account, Gloria said that I “must have done something wrong” when I signed on to PeoplePC. She informed me that “PeoplePC has a pristine background, and has never had a customer complaint filed with any consumer organization.” She apologized for any inconvenience, and told me that she would “look into the matter and reply to me by e-mail.”
I asked Gloria if the Member Services Department was located outside of the United States? Gloria replied that “PeoplePC has a large call center in Kirkland, Washington staffed by Americans for Americans.” She also said “all customer service calls, and technical support calls are handled out of the Kirkland, Washington call center.” When I asked Gloria about vCustomer association, and outsourcing of PeoplePC's Member Services Department, and technical support to India, she said that she “never heard of any such relationship.” Before hanging up with Gloria she assured me that she would research my customer service problem, and would send me an e-mail confirmation that the problem had been corrected. Gloria never sent me the e-mail confirmation, and I presume that she never researched any of my customer service problems.
Twelve days after my conversation with Gloria, and on a Friday night, I received an e-mail from PeoplePC demanding payment of several hundred dollars for my “overdue” PeoplePC account that had been active for less than thirty days. The e-mail told me that if payment were not remitted that collection activity against me would begin, and that my PeoplePC account would be discontinued. My access to the PeoplePC members page was blocked through their dial-up access program.
I responded to the PeoplePC e-mail. I asked for justification of the several hundred dollar past due bill for less than thirty days of service? I asked for verification of the charges? Martha from the PeoplePC member services department responded to my e-mail inquiry, and stated “I can't grasp the gravity of your request. Please mail all of your proof or information so we can give you what you can help you.” Martha's e-mail missive made no sense. I replied to Martha's e-mail.
Keith responded to my e-mail reply to Martha. Keith's response was “You must have to today call technical support.” Gary's e-mail referred me to PeoplePC's 900 technical support telephone number. I tried to reply to Gary's e-mail, and received a reply that any further e-mail to “smtp_india_@peoplepc.com”,; the e-mail header from the reply indicated that Gary's final reply came from “vCustomer.net.”
After receiving Gary's e-mail, I sent an e-mail to PeoplePC advising them that I was canceling my service effective immediately. On Monday morning I received a reply to my e-mail from PeoplePC “member services” advising me that I could cancel my account, but that I still owed several hundred dollars to PeoplePC. The e-mail informed me that I had committed to twelve months of service from PeoplePC, and directed me to a link on their web site with a current users agreement.
I called PeoplePC's corporate office in San Francisco. After being placed on hold for fifteen minutes, and being passed from telephone extension-to-telephone extension I was finally connected with Karen in “accounting.” I asked Karen for her last name, and I was informed that PeoplePC had a policy that “prohibited” her from providing that information.
Karen told me that my account was being prepared for collection. She could not provide me with any information to substantiate the several hundred dollar charge to my account, and she insisted on getting current credit card information from me. Karen would not provide me with the name of her supervisor, or send me to someone else to help me.
I asked Karen about allegations of fraud made by several PeoplePC subscribers? I asked Karen about the vCustomer, and the India connection? I asked Karen about the numerous attempts to debit my bank account by PeoplePC? I asked Karen about the irregularities with PeoplePC's proprietary software, and the snippets of embedded code allegedly designed to access personal information from my personal computer? Karen refused to answer any of my questions. Her standard reply to all of my questions was that “it's none of your business.” Karen told me that “when you buy PeoplePC you can run it the way you see fit. Until then we run the business the way we want to. And there is not thing one you can do about it.” I identified myself as a freelance reporter to Karen, and explained that I was writing a story on PeoplePC. Karen said nothing, and hung up on me.
Fifteen minutes after my conversation with Karen, I received an e-mail from PeoplePC telling me that my account had been canceled effective June 5, 2006. The e-mail included contact information for Deisha Galbreth, in Corporate Communications for EarthLink, and apologized for any inconvenience that PeoplePC may have caused.
I have written an e-mail to Ms. Galbreth with EarthLink's Corporate Communications, and as of the date of this article I have not received a reply.
PeoplePC, with its enormous advertising resources provided by EarthLink, and its ad sense presence on the internet, promises to deliver customer satisfaction, a quality product, at an affordable price to consumers. What PeoplePC delivered was something different, that what they promised. When buying ”Cheap Internet Service” be wary.
If you have been the victim of any type of fraud, false advertising, or have lost any money then you should complain to the company. Post your reports on the consumer information web sites. Schemers count on you not taking the time or trouble to follow-up, and obtain refunds for relatively small amounts of money. You should also report any alleged fraudulent activity to your State's Attorney General. You can find the web site, and complaint procedures on most Attorney General sites by doing a Google® search on the internet.
This is Part I of a two part series. Part II will discuss who EarthLink is, and highlight details about customer complaints against EarthLink, and PeoplePC.
Copyright 2006 Randy L. Harrington. ALL RIGHTS RESERVED.
Some sources: Better Business Bureau, RipOffReport.com, and Freedomlist.com.