It's normal for complaints to be taken poorly. You're not doing anything wrong. I personally had a family give notice yesterday stating that my rates are too high for them to afford me in the summer. I knew that it was something else, and I was worrying myself sick about it, and then realized that I really shouldn't care, because I've always given their kids nothing but my best.
Hugs. It must be doubly rough since she's a friend of yours.
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