They are aware that many of their tenants are unwell and inexperienced, making them susceptible to manipulation. They take advantage of this at every turn to cut costs and save time, leaving tenants misinformed and bearing all the risks and responsibilities. This starts with the revamped call center, which encourages informal dealings with the company, misleading tenants into thinking this is acceptable. Even worse, interactions with a representative often lead to gaslighting as a standard practice.
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