Almost left stranded in California with nowhere to stay

I strongly suggest anyone who has also had terrible experiences with Airbnb to file complaints with the Better Business Bureau, and the Attorney General of your own state or California. Trying to contact Airbnb has been the single worst customer service experience ever in my entire life. Their poor service is creating danger for individuals both in the state of California, nationwide, and worldwide.

This business poses a threat to the safety of citizens because they do not respond to clients who book with them in a timely manner, their customer service agents hang up calls, and they refuse to resolve issues with locked accounts/verification even when people are stranded with nowhere to stay at night because of their poor processes and poor technology. I can only provide my story here, but there are countless others accumulating online from people who have been left out of luck, stranded, and in some cases have come to personal harm and dangerous situations due to Airbnb’s procedures and their horrendous customer service.

On October 31st, I moved out of an Airbnb which my friend had booked for us. I have stayed at two Airbnb’s: one near Temecula, CA and another at Big Bear Lake, CA. Trying to book one for myself, I immediately ran into issues in which their system could not verify my phone number and locked me out even when I had service.

I tried calling them and explained I was a customer and unable to book with their service due to technical issues. If they didn’t get their issue of my phone number being verified fixed then I would need to book a hotel for the night and incur an unnecessary expense.

The agent was unable to do anything to help me get my phone number verified so that I could book an Airbnb. Despite a manager saying that hopefully I would not have to book a hotel room and it would not come to this, I never heard back and ended up incurring an expense of around $82 to book a room at a cheap motel, which was the last option I could find because they never got back to me as promised.

The next day I tried contacting someone again and was told by an agent that she would work on it and send me an email. Lo and behold, the next day without receiving any followup from anyone from Airbnb I suddenly found out I could verify my phone number successfully with Airbnb, and I went to book a reservation. The host I stayed at was great and I got a good night’s rest for two nights with the first Airbnb I booked myself, but I thought it was poor service that no one followed up with me and that I was left to deal with their faulty systems on my own.

My main issues with Airbnb which entails my primary formal complaint I filed with the BBB began today, November 3rd. I am currently booking a place to stay for a month near Corona, CA, I found a listing on their website and contacted the host, who said he would get back to me. The host would not be ready for me in the evening, so in the meantime I booked another Airbnb at a nearby location in Chino, CA for the evening, and for the next day in case the first host could not accommodate me and I would need to find another living situation.

Later the same day, the host of the other Airbnb got back to me and let me know I could come tomorrow. My reservation for the night also messaged me and said I could check myself in with a door code through the Airbnb app. Thirty minutes after this message, around approximately 7:30 PM PST I became mysteriously locked out of the Airbnb app and website due to “security reasons.”

Because I was locked out of the app I could no longer message the host or see the door code to get in to my reservation to stay for the evening. I tried calling Airbnb’s customer service and the first person hung up on me/the call dropped. The second person said she would mark it as “urgent” and it would be handled by a proper team.

I explained this issue needed a resolution tonight so that I would be able to message the host I had already paid for, a sum of $95 in order to get into the room I had booked and paid for. The agent said someone would be contacting me shortly by phone/email and hung up the call. Thirty minutes later I had no response and was standing outside in the cold with no way to get into my booking because the code to enter my reservation was inside their app which they had locked me out of for “security reasons.”

I tried calling back to which another agent I asked for help. She stated she would look into it, placed me on hold for five minutes, got me back on the line, and said she could not do anything. I asked to talk to somebody else. She said she had one more thing to look into, then she placed me on hold, and after five minutes of hold time, the call was dropped.

Because I knew the address I was able to find the host’s phone number and contact them directly so that I would have a place to stay tonight. However, my Airbnb account is still locked and I am unable to use their service which I have paid for. I have never in my life been treated so poorly from call center agents, and I saw it all because I used to work in customer service.

This is not how you treat people, Airbnb. We demand justice.

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San Juan del Sur, Nicaraguan Hell Vacation

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I stumbled down the hot street looking for rooms when suddenly a gate opened on to a large property and I peeped in. I pushed past the garden fixture, a young teenage fella hired for general property duties, towards a frazzled woman of about 60, wiping sweat off her forehead and giving the fixture a look for letting me in.

“What can I do for you?’ She was a Brit.

‘I’m looking for a room,’ I said, dropping my suitcase. She looked me up and down, asked me a few pointed questions, then walked me back to a room in a house two houses back from the first, each with a pool.

Thus was the beginning of the worst holiday I’ve ever had. My first Airbnb and my last. I surveyed the room: art deco, clean. We agreed on $45/night, but I was disappointed to learn that I would be sharing the house with her disgruntled husband, an inveterate television watcher, late night snacker, ball scratcher.

Any question I asked him he directed back to his wife. I asked for a key to my room, but there was none. She said, ‘Well, just hide the things that are important to you.’

Easier said than done when you have a suspect roommate, whom I was soon to meet. I dove into my bathing suit and went out to the pool, where I was introduced to a disheveled woman in her seventies from Chicago with a humped back, and a distended stomach the likes of which I had never seen. But for her long, tangled gray hair, you might have thought she was pregnant due to the protrusion of her stomach, accentuated by stick-like legs that reached, crablike, to suck and the ground towards her. She ground her teeth and smoked beside the pool.

I bumped into her in the hall the next morning and my good morning wasn’t exuberant enough because from that moment on she ignored me. I didn’t exist. It was weird. When I sat outside, she’d pull her chair around to make sure her back was to me. In the kitchen, she turned her back, when she walked out the door, she walked right by me. When her son visited with friends, she did the same. She was unbelievably childish and it became a real pain in the arse for everybody.

The house was super noisy; you heard everything and you had little privacy. Every time a door shut, it slammed and rattled through the house. Every door also squeaked. I asked my host why they didn’t oil the hinges and she said she wanted it that way so she knew what was going on. I wound up slamming my door harder, just to ease her mind.

‘Oh I feel like I’m in between the two of you, now I feel awful. I don’t want to be in this position,’ said the host one morning. ‘I just feel awful.’ She then patted my arm and said ‘be the bigger person.’

Later, she and I were sitting at the kitchen table having coffee (although it was a bed and breakfast I had yet to get any breakfast) discussing alternative medicines. She spoke of her chronically upset stomach (viciously throwing up for hours my first night there), her constipation, along with her dazzling display of varicose veins.

‘Urology,’ she said. A blank look formed in my eyes. ‘You know what that is don’t you?’

‘Uh, yeah?’

She explained urology. ‘It’s when you drink your own urine.’

‘Oh,’ I said. Okay, look normal now, I thought, thinking back to the orange juice in the fridge.

‘It’s very good for your health because you’re drinking your own bodily fluids.There’s nothing wrong with it.’

Did I say there was? Okay, time for a swim.

She couldn’t take the situation with the other guest anymore and feeling forced to choose, stopped talking to me; the guest was a snowbird, after all. There was silence from the host as she dusted while I made coffee. No “How’s your room? Do you need a towel? Are you having a good time?”

It was awkward and I rued having paid her for the week because there was no way I was getting a refund. Mostly, I resented them when they sat around smoking dope and didn’t even offer me a toke.

The host was obsessed with money, or lack thereof. Her husband opened up to me about how much money they owed. I was somewhat relieved when she stopped talking to me because she pissed and moaned about money constantly: the downturn in tourism, their loans, her daughter’s expensive school in France, the houses. She was so self-absorbed.

The people who stayed at the fourth house on the property were unhappy. They were up on a bluff and they had no air conditioning for the perpetual burning sun, and no screens for the wind that brought dust, delivering massive gobs of brown sand to every surface inside. The floors were sandy.

The guest had to go to the doctor because of a bronchial infection. She was coughing up great gobs of yellow… let’s not get too descriptive. She couldn’t get any rest, either, because there were chickens right under her window that woke her up every morning at five. Not to mention the dogs that barked next door. When she asked the host about getting the house cleaned, she said:

‘Yeah, if you want to share the expense of that.’

‘How much would that be?’

‘Eight dollars.’

Yes, in spite of her avowed devotion to spirituality, she was cheap. I couldn’t wait to leave. It’s hard staying in a place as a guest where the hostess is pretending you’re just not there.

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Faulty Electrical Appliance Nearly Caused a Fire

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We returned from a weeks trip to Trulli Margherita, a traditional Puglian villa located in Gorgofreddo, Puglia, Italy. We experienced a number of complaints and inconveniences, as well as one distressing, near fatal electrical fault, that unfortunately put a dampener on the rest of our stay.

Although Airbnb and the host were quick to handle most of the complaints we were certainly not happy with how our main complaint was handled. To summarise our complaints briefly:

  • The electrical plug-in fan caught fire, causing a plastic smelling smoke to fill the bedroom in which our 6-month old baby was sleeping.
  • There was no air-conditioning in the bedrooms.
  • ‘Trulli shaped’ wood-fired oven locked away, not for guest use.
  • Bedside lamps to the second bedroom were not working on arrival, maintenance had to be called to replace them.
  • The house bathroom shower valve broke, maintenance called again.
  • Maintenance again called to provide more wine glasses

Our main complaint about this listing would be about an electrical plug-in fan provided in one of the bedrooms. To our horror, it caught fire and filled the room with plastic-smelling smoke. Our 6-month baby was sleeping in this room, so you can understand our distress at having to rush him to A&E to check he was okay. Please note we were sat outside in the courtyard area, checking on him at regular intervals as well as keeping an eye on him via video monitor.

After a few hours in the hospital, trying to convey the issue with a major language barrier, he thankfully checked out okay, but on doctor’s orders we had to follow up with another hospital appointment the next day and a further GP’s appointment again once we were home to be certain. This added incredible stress and anxiety to us for the rest of the holiday.

The host, although quick to respond and apologise for the incident, only offered a mere 10% refund as an apology (a sum we would have expected for the misleading description about the wood-fired oven alone), and no explanation as to whether the appliance had been checked over beforehand. We felt rather insulted at this small offer and upset the matter had not been taken more seriously. If we hadn’t checked on our baby at that time, the situation could have been a lot worse, even fatal.

Please note there were no fire alarms in the property that would have alerted us to this incident. We were further insulted during a phone call with the host where they stated the 10% refund from the owner was offered so we didn’t write a negative review – a rather tactless remark to make about their own self interests, in light of the serious nature of the incident.

To add insult to injury, during further discussions with the host after we arrived home, they claimed the fan was only for decorative use, and that we shouldn’t have been using it in the first place. This was never stated in writing or conveyed verbally during check in. If this were the case, why would they place a functioning fan in a bedroom if it were not for use in the first place? Especially a room with no air-conditioning? Very misleading if true, but we feel they are now only saying this to relieve themselves of responsibility and to avoid a case of negligence in terms of electrical safety.

Our next complaint would be about the ‘Trulli shaped’ wood-fired oven that is listed in the description of the property. On arriving at the property, we noticed it was actually locked away. We enquired with the host about this and they apologised about the misleading description and offered for the owner to come around and light it. Although a kind gesture, this was inconvenient and inflexible for us – we did not particularly want to ‘book’ in a time with the owner.

Overall it was disappointing, as the amenities and features of the property were some of the reasons why we booked it in the first place. Air conditioning is listed as an amenity; however, it is only offered in living spaces, not bedrooms. Again, a rather misleading description of the property. We had a few restless nights’ sleep due to the heat as a result.

The other maintenance issues, although not serious in nature, were just more inconveniences to us during our stay. We certainly got to know the maintenance man very well. Aside from our complaints and credit where credit is due, the Trulli itself is very charming and cosy – maybe a little basic – but perfect for a family getaway.

The real seller, however, is the spacious external, covered seating area and poolside. It was a shame the wood-fired oven was not for use, as we were looking forward to making pizzas out there. Other than that, the area was very good for evening dinners and sunny days lazing around the pool, which is exactly what we were after.

The area itself is a bit off the beaten track (hire car a must), but this rural setting was exactly what we were after. Within walking distance there is a well stocked ‘corner-shop’ as well as a charming pizzeria. Alberobello and Castellana Grotte (amazing caves) are both a 10- to 15-minute drive and well worth a visit. Monopoli and the surrounding beaches around 20-25 minutes and again worth seeing.

Unfortunately as a conclusion, I cannot recommend this listing to anyone, not until the owners, the host or Airbnb confirm there has been some sort of electrical safety check to assure users it is safe to stay in. They also need to go back and accurately re-write the listing description about he wood-fired oven and air-conditioning. A real shame, as otherwise it would have been a good stay.

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Airbnb Inefficiency for Explanation on House Rules

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Airbnb does a great job helping guests with their suitable short-term accommodation, and hosts with extra income for accommodating guests. I have had great stays all this time, until I met this host who first of all posted confusing house rules, then ignored my messages when I tried to confirm if she was going to charge for any extras. Airbnb did not have any answers.

Why were there such misguiding house rules on the listing? Why was my host ignoring my messages especially where I asked if there was any extra payment she was going to charge me? Airbnb’s support team put my call on hold for 1.15 hrs and my feelings turned negative after observing a “no intentions to help” attitude from the first supervisor I was brought onto the call with.

In addition, they had no clue about the rules in the listing and they could not provide any explanations. They let my money go to the host even when I informed them about my discomfort within 48 hours of my booking. The host has kept the amount in full ($302.61 when the normal cost on other days are much cheaper) even when I did not visit her place, and kept on informing her that Airbnb has suggested I not cancel the trip because of her strict cancellation policy.

I’ve had very good experiences in past with nice hosts, but this was one terrible experience due to a very inconsiderate and selfish business. I want nobody else to suffer like I did. Please be extra careful with this listing, house rules, cancellation policy and double check with the host before booking.

Customer service was not helpful at all especially when it comes to accepting their own flaws and working on them. The only way to file a complaint is through a feedback form which again goes to the same people who give the same response: whether I get a full refund or not is at the host’s discretion.

Airbnb Wouldn’t Send Messages from Guests to Hosts

We are new hosts and had a really bad experience with Airbnb. Airbnb didn’t send us SMS messages from guests, not even for one. As we are not on the Internet all the time (and we didn’t get those SMS messages from Airbnb), of course we didn’t respond to guests. The guests didn’t book, we lost at least 250€, but also lost other guests, who had to book another place, which was more expensive (we had the lowest price in the city: 13€/person/night) and of course with a bigger service fee for Airbnb only.

Maybe the reason was just that: for guests to pay a bigger service fee. That takes us to this conclusion: for just a few euros or dollars more, everyone loses, guests and hosts. You can just imagine what could happen if some guest (maybe you) booked instantly: Airbnb wouldn’t send you an SMS, the guest would face closed doors as the host might not be home that night, and the guest would be in the middle of the street in one of most dangerous cities in the world. Who would care?

Airbnb didn’t gave me any answer as to why they didn’t send an SMS from guests to me for one whole week. Because we didn’t respond to guests (as we didn’t know about their questions before booking) we also had a really bad response rate, which Airbnb didn’t correct as promises. Guests base their decisions on the response rate too. We lost a whole day due to talking with Airbnb staff, but nothing happened: he just talked and talked.

Be aware when you search for a place on Airbnb: the cheapest ones are never on first listing page. It is a shame for such a big and rich company to make so many ugly mistakes in year 2019.

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Let’s Talk About How Airbnb Reviews Work

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My friend and I were going on a quick trip to Pittsburgh for a concert. We did not want to stay in a room adjoined to a house, so we ended up booking a unit described as a “tiny home.” The pictures were all close-ups, so I gave it the benefit of the doubt. Once I booked, the host demanded I change my accidental booking of one person to two (which was fine because the listing boasted an air mattress as well). Overall a $133 fee.

We got to the unit, in which the host just left the key in the door (super safe) to find a shack connected to a house. This is what one calls an efficiency, not a tiny home. Also, if this mysterious air mattress existed, it was nowhere to be found. Here I was, drinking a beer while being able to hear my friend, willing to overlook this because we had to leave.

In the morning, I awoke to my friend complaining of bites, and we looked in the bed; it was covered in ants. Still, I am trying to overlook things. While in the car ride back I received the attached message from the host. I tried to go about things as he wished, and didn’t leave a review just yet. I asked if the extra $30 for the second person could possibly be refunded as he listed it incorrectly, and, you know, bug bites. Nope, no such luck.

Lo and behold, Airbnb customer service was even worse. “The host just wants a good review.” The best part? I finally left a negative review after being patient and kind for 48 hours. Remember how I was supposed to get five stars? Yep, here’s what happened after my review. So there is my tale. Good luck to those who have issues with this service – you will need it.

My Bad Airbnb Review was Disappeared

I wrote a very clear, factual, but damning review of a room in Bolinas, California, and Airbnb did not post the review. When I called to see where that review went, they claimed they do not spike bad reviews, but that is pure BS. The room was almost $300 with add-on fees, and it consisted of a bed and a folding chair. That’s it: no table; no soap; no instructions on how to work the door lock; no parking (in spite of the fact the listing claimed there was parking for guests).

They’re an exploitative rental, and Airbnb is exploitative for protecting bad hosts. I could say more but just realize that Airbnb is not an honest mediator. Guests reviews, very factual but negative, are not shared with you, the consumer public. I’m done with them. You should try another platform and avoid places that they falsely list.

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Left Stranded in NYC with Only $500 Because of Airbnb

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I am writing Airbnb an official complaint regarding their handling of my three-week reservation that was cancelled on the day prior to checking in. I understand that this cancellation may have been out of their control but the following steps towards fixing this was just a blatant failure on their part.

I’d also just like to point out that their lack of severe penalties to disincentivise this behaviour is also a contributor so let’s just make sure they’re aware that this is what can happen when policies are designed extremely poorly. I’d like to chronologically recount to you my 8-hour ordeal (to which at the time of writing, being 2:00 AM, the issue has still not been resolved and I have no accommodation for the next 22 days in NYC).

On the first call to Airbnb’s helpline, a complaints representative told me the host who cancelled on me was obligated to help me find other suitable accommodation and I should sit tight and wait for a call within 10-15 minutes. When I pushed back she said “Sir, you need to trust the process…she will call you”. She did not.

For the second, third, and fourth calls I was constantly told to call back until I was finally redirected to a case manager. He could only provide me a 500 AUD coupon to supplement my next booking. All subsequent bookings in a similar area range cost at a minimum 1000 AUD more. This was not good enough and I asked him politely if he could escalate this to someone who could do better. He escalated this urgent request over email and then his shift ended – with no further correspondence or reasonable handover to another manager. This is not okay.

On my fifth call I had been informed by my new case manager that the other case manager cannot be reached and that he will endeavour to look for another suitable accommodation that would work with my budget and transit requirements. He proceeded to then send me a haphazard “Brooklyn” search and asked me if I had “looked” at the listings.

It took me ten minutes to convince him that what he had sent me was all in USD and that if you convert to AUD it would be much more expensive. He then proceeded to tell me he needed to restart his computer (due to computer issues) and that he promised he would call me back. I waited another 30 minutes before I decided to call back and repeat the process.

Call number six was with a “resolution specialist” who looked for other accommodation for me after reassuring me that she will be able to help. The listings she provided were also in USD and when converted, finances were unfavourable. On top of that, the listings she provided were so inadequate for my transit needs (to school in midtown) that I just gave up calling for help. I have since messaged Airbnb on Facebook messenger and they have also asked me to await another “case manager” to address my issue.

As you can see, a lot has happened and there is no resolution to show for it. On top of that I’d like to highlight some key failures on Airbnb’s part: poor escalation of issues as each “manager” or “specialist” I spoke to wasn’t really a manager or special enough or had enough authority to increase the limit or convert the coupon to a currency/amount that actually made a difference.

I’m surprised that the response approach was so varied. There are smaller banks in less developed countries that have better authority limits and remediation procedures than Airbnb does. The suggestions made by Airbnb’s specialists very clearly point out to me that they have no understanding around the context of my situation and the context of the area in which I’m trying to stay. If I knew that was the case I would not have called so many times as they were not helpful in the slightest and just wasted my time.

The amount Airbnb refunds and additional coupon offered does not match or reflect the additional accommodation costs I will incur due to my last minute booking circumstance.

Finally, I’d like to point out that this is my first time in New York and due to Airbnb’s inability to resolve issues promptly and adequately, they have made me miss my first Broadway show that I had booked, ruined my first New York experience and have broken my trust. They are a company that provides a service that I’ve constantly recommended to others and I was always a huge supporter and fan until this atrocious experience.

All I ask for at this point in time is some accountability and fair compensation for an extremely poorly handled interaction. I will take further action if necessary as the way this case has been handled is completely unacceptable.

An update from later the following day, four hours after I had to check out from my previous Airbnb accommodation. Please see attached photos of my conversation with yet another case manager. I would honestly just like to speak to someone that isn’t offshore and has some semblance of logic and reasoning.

Cockroaches and Long Term Cancellations

I had an internship in a foreign country (not tropical, and not at all known for big problems in the slightest). I needed a place to stay for two months and couldn’t access any of the local sites from the states. So I turned to Airbnb.

Now, we all know Airbnb’s absolutely shitty long-term cancellation policy of losing a month up front (if not more). Well, on day two of my trip, I woke up to a cockroach in the bedroom, and this dude was absolutely massive. I also woke up pretty late, around 8:30 AM, so it was broad daylight outside.

I immediately Airbnb messaged my host and Airbnb support, specifically saying I found a cockroach. I then ended up killing it (this thing was so massive I couldn’t get its dead body off my shoes and ended up tossing them). My host’s response was to go buy something at the store and put it in the apartment… so spending my own time and money to fix the problem in his place.

I came back from work later that same day and there was another massive cockroach by the TV. At this point I was absolutely disgusted: two cockroaches in one day, both in broad daylight. I told my host I wanted to leave and since I had only been there for two nights I wanted a refund. I found another place and everything and wanted to leave. He refused a refund and told me to essentially wait a week and deal with it.

The day after, I woke up again to a third cockroach in broad daylight. This one was way slower so I took a video of him before I killed him. At this point I have messaged my host multiple times, messaged Airbnb, and tweeted at Airbnb. There has been response from Airbnb and no successful response from my host (he had mentioned when I checked in that he was leaving for Paris that coming Friday for two months so probably more worried about his trip than his guest).

At this point it had been a solid 60 hours and three cockroaches. I vacated the property. It was that bad I had to leave in the first week of my long-term reservation (there were also dead cockroaches literally everywhere in the hallway – it was nasty). I sent videos and pictures to Airbnb and still, no response.

Finally I cancelled the reservation so that I could considerately let my host re-list his place and Airbnb finally responded. They said that because I cancelled before hearing back from them I was not entitled to anything. There’s almost $900 down the drain. They told me cockroaches were a “minor” issue, even though almost every doctor and sanitation worker (and even landlord) would disagree, and I had patiently lived with them for three days coming out in broad daylight: clear signs of an infestation, especially in a city that is not at all known to have any issues with cockroaches.

Problems at Paris Airbnb Make Guests Leave Early

Three years ago, I spent several weeks carefully reviewing Paris Airbnb apartments to rent for ten days. After some back and forth with a few hosts, I settled with one and booked it four months in advance. The host was a Superhost with more than 100 raving reviews. The cost was a little over $2,000 for a one-bedroom studio in the Marais.

I exchanged several conversations back and forth with the host inside the Airbnb platform to confirm things that were important to me, including a working kitchen with adequate cooking utensils. When we met the host outside the apartment, the first thing he told us was to not mention we were renting. If anyone asked we were to say we were relatives of… and he gave a name, which was not his.

Inside, we quickly realized there was no real kitchen to speak of, not even a knife to slice an apple. There was also no natural light; the windows were masked with film since they overlooked other apartments across a tiny, debris-strewn courtyard. There was one dirty-looking bed sheet, ancient pillows, and two small, worn towels in the tiny bathroom.

After two days there, we realized we couldn’t stay and made arrangements with someone we knew to rent another apartment. We complained to Airbnb but never got through to an actual person and never got our money back. To this day that host continues to receive raving reviews. That’s why I will never use Airbnb again. I don’t understand how a host like this could be a Superhost and receive rave reviews. The game is rigged as far as I’m concerned.