anchor: you know and  that just drives me crazy because they're and then they want then you know to get it removed they say well you know you have to write this write this long detailed letter and everything like that to them you know and then it takes three weeks and all and i'm like baloney
positive: It is a pain in the neck to get anything through to them.
negative: They are very responsive to people's concerns, and they promptly reply to letters.