CRIMINAL ACTIONS OF ANSWERING SPECIALISTS, INC. BONNERS FERRY, ID, TIMOTHY HARLAN, OWNER
ATTENTION ANSWERING SERVICES, INC.
We have since time, compiled addition expenses incurred as a result of your employees, "Plan". Further, the Attorney General's Office in Boise Idaho, is in receipt of every issue related to your employee's, purposely sabotaging, interstate commerce, during a State of Emergency.
Delivered via EMAIL:
I own a Home Healthcare Organization in Northern Virginia and Maryland. We used your company, Answering Specialists, Inc., for three years. During that time, we became frustrated with your company's poor services. When we discussed the inaccurate messages, taking phone numbers and not fax number, etc., with Nicole Perry, the answer to the poor services was that your company began charging us $10.00 additional dollars each month; which we paid. In total we have paid your company over $34,000.00.
However, after a rash of terrible service, including one error which cost my organization $3000.00, in late 2/20 and early 3/20 we complained. Your employees, Jessica Hart and Nicole, instead of accepting responsibility for awful service, laughed and devised an evil plan to cause injury to my organization and it's patients: They laughed and said they were disconnecting my phone number at 12 midnight 3/4/2020.
I reminded them that our companies have a contract for services. Further, I have an audio of Nicole Perry sadistically giggling, saying she would disconnect the number before I could Port it over, and lose the number. In addition to that, I have multiple emails were both of your employees are gleeful at: Their Plan.
In response, to Their Plan, I continued to communicate with them, and I, specifically, explained that their actions could potentially cause injury or death to patients. Despite us explaining Nicole Perry and Jessica Hart's behavior's consequences, they continued to pursue Their evil Plan and implemented it, earlier than they previously stated, preventing me from Porting the number. They disconnected the number at 4:30pm EST, 3/4/2020, even though I emailed my credit card and authorized the Port Fee, as they previously said they would charge $25.00 to Port, a few months prior.
Your employees, for which you are responsible, did in fact, disrupt interstate commerce for my Home Healthcare Organization. That commerce remains disrupted during this State of Emergency. I remain in close contact with the Idaho Office of the Attorney General. After the State of Emergency, we have asked the A.G.'s Office of Idaho: Give Notice to the Idaho Secretary of State's Office, to Cancel your Right to Due Business, as a result of your employees' using this business to scheme and act in a truly, insidious, way to harm companies and individuals.
WE ASK YOU TO RESTORE 540-326-0043, IMMEDIATELY SO THAT WE MAY PORT THE NUMBER OVER, VIA COMCAST, INC. Comcast is awaiting your response. We have a current complaint in with the Idaho Attorney General's Office. As a result of the State of Emergency, your company is now under Federal regulations. Their actions will be costly to you. We suggest you take immediate action to resolve the problem they caused.
We are in the process of retaining counsel in the Boise Idaho area. Thank you for your time.
Sincerely,
Michelle Lane, MSN, RN, Owner/Administrator
Middleburg Home Care, LLC - A Home Healthcare Organization
P.O. Box 544 Middleburg, VA 20118
101 East Main St., Ste 203, Berryville, VA 22611
540-883-3122 (Office)
540-277-2518 (Fax 1)
540-326-0043 (Fax 2)
540-316-7515 (Mobile)
www.MiddleburgHomeCare.com
She is correct This was our error and it was corrected this morning when it was brought to our attention They sent us a copy of the cancellation and we were able to find a copy in our records to verify what they were claiming I'm surprised that they are complaining to the Revdex.com when the issue has already been resolved Their account is paid in full and we apologize for our oversight
It gets frustrating when a client makes statements are flat our false.We meet each and every term of our service agreement We do in fact provide very friendly and polite operators to handle each and every call On the rare occasion we had to place a caller on hold, the average hold time was minute seconds over the life of the account This is certainly within all norms in our industry and is not considered a long hold I called Directv a couple of days ago and was on hold for over minutes - that is a long hold One of the problems we run into with an account like this is that we are an answering service - and not salesmen This client wanted us to act as their sales force and expected us to be able to answer any question about every aspect of their business and sell their callers on their product Unfortunately, this isn't what we do We are here to answer calls and provide basic information, schedule clients, and take messages We also can't force callers to leave messages To demonstrate how this client chooses to be dishonest, I will include below to email they sent to me from their client they lost Hey [redacted] ! It was great to talk with you the other day ~ I was super excited about bringing my team of for this experience on the 1st of October! I have tried to register online and have hit a problem The site asks me for a phone number under my email address yet there is no field for me to type in...so it won't let me go onto the next page of the registrationAdditionally, I have called [redacted] for help ~ I have gotten no one but the answering service ~ I have tried multiple, multiple timesI just called again just now and was put on hold for minutes until someone else picked up and told me they were, again, the answering service In closing, [redacted] I am just done trying to set this up with your company You were lovely but registering and not being able to get anyone on the phone is frustrating I am moving onto another company Thanks anyway and good luck / [redacted] Style Definitions */ As you can clearly see, the problem wasn't one of the answering service not answering the calls, it was in fact that they didn't return calls We took messages and delivered messages It is clear that this client called over a period of time, yet the gal didn't follow up at which time the client got frustrated and went away So when she received this message, she forwarded to us demanding that we pay her the $she lost or she would quit She was informed that this was certainly not going to happen, so she quit and is now striking out to hurt our business instead of running her business professionally When you don't get your way, kill the messenger seems to be her motto.We took almost calls for this client over a month period of time Now the client expects that we will refund all of those monies? - Really? We don't work for free She was in fact provided call logs as requested Another statement was made in was regarding roll-over service This is in fact a service we provide If she would simply read the offering on our website, she would realize that this is a day rollover meaning that whatever calls you don't use from your package in this month will roll over to the next month - not forever So she signed up for a larger package than her calls justified She then lowered her next month to a very small package, and was able to have unused calls from the prior month used in the second month She didn't use them all up and was upset because they then didn't continue to roll over to the next month and the next forever This is not the design of our packages and is very clearly stated in our marketing materials Just because it isn't as you wish it was doesn't mean we did something wrong It simply means that she can't read In this complaint she incorrectly states that we offer a month to month roll-over service Again, we offer that calls not used in one month can be rolled over to the next month and that month only.The client has cancelled and that is probably a good thing Clearly she is angry and wants to strike out That is all fine, except she needs to be honest We are an answering service, not a sales organization We can't force callers to leave messages and we aren't a sales organization We tell our clients this up front It is clear from the email that caused her to quit above that the problem wasn't with the answering service, but rather was with the clients failure to return those calls I expect they hired our service because they couldn't handle their phones themselves It is clear that while we could easily handle taking their calls, that didn't solve the part where they are supposed to return those calls from the messages we sent them - and believe me - we sent hundreds of messages to this client
Unfortunately the only one here not being professional is the person who filed this complaint It is not professional to lie It should be noted that I responded with actual facts born out by the call logs created as calls are being taken and further backed up by our phone carrier Notice that the attorney did not dispute a single fact I put forth This is because he can't refute the actual facts put forth.The real reason he filed the complaint is because they signed a service agreement that says there are no refunds He decided to end his service and wanted a refund When he found that no refund would be forthcoming, he threatened the leave bad reports on us with the Revdex.com and other social media sites We stand by our agreements even if this party doesn't and we don't respond to threats of this type When my customer service agents attempted to service this client, they could hardly get a word in edgewise because all they wanted to do was argue, not solve issues We regret that we could not satisfy this client and hope he decides to be more honest in the future
Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.Again I have to mention that I had two accounts # [redacted] and # [redacted] and I notified them several times about long on-holds and losing businessThey didn't do anything about it, and they never tried to resolve this issue Regards, [redacted] ***
Well it was on facebook and the internet so it must be true? - I seriously doubt anyone here said anything like that - but you did so all is good - right? Invoices each month are emailed to [redacted] [redacted] You might want to check your spam folder This is the email account you provided when you signed up for services Should you wish to have the invoices sent to a different email address, we would be happy to change it Your messages are being texted to two different text addresses [redacted] and [redacted] If you are not receiving text messages - you might want to check with your carrier I'll also report this to our tech department to see if there is anything on our end that can be done also You can be assured that you have never been billed by the minute we don't do that We will work hard to keep holds to a minimum as well All of these questions and complaints could have easily been addressed with the customer service department But you got nasty with them and told them that you would blow us up on social media - and so you have Wonder who is being unreasonable here? You made assumptions that were incorrect You know what they say about assumptions Thanks
Thank you for giving our company the ability to respond to this review I would have to say that I'm very perplexed however as it doesn't make much sense to me This customer was a client starting in June of thru September of During this entire time, we received a total of calls The majority of those calls received were what we call telemarketing calls or hang up calls where there was no caller on line when the call was answered In June we received no calls In July we received calls which were valid calls In August we received calls - only were valid calls and in September we received calls - all were telemarketers Of all those calls - were ever put on hold So the bottom line is that we had only calls in months that were possibly real calls I'm not sure why this gentleman even needed a answering service and apparently his advertising wasn't generating any real calls as he would lead you to believe.The majority of calls we handle for our clients are never put on hold From time to time, when call volumes exceed expectations, a call will be put on hold for a short period of time - on average to seconds There are always the exceptions where we have excessive number of employees out sick due to illness, but this is rare I think the part that is hard to understand here is that it is upwards of years later and this gentlemen is making a complaint? Something here just doesn't make sense We never even received enough calls to be evaluated I wish this gentleman the best moving forward and wish we could have made him happier during the time he used our service
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below The Company is totally fabricated the truth but this not unusual for them since I have found similar complaints of them doing the same thing to othersI have not used there services for months At no time did I ever state that I never signed up for the serviceI signed up originally by phone and never got a copy of any such agreement till today that they claimed that I didI also had emailed them to cancel the service back in February Only when I informed them that I was going to consider suing them for loss of business on Monday for the months we did have service with them is when they put through charges on our card.As stated I have not used there services for months and I have documentation to prove itI would be happy to provide a copy of the email cancelation upon request that I found archived in out files confirming the cancelation.Furthermore they have dummied actual files saying I applied on line and that the fact is was done via the phone When I tried to speak again with Tim he never returned the call today.As you can see a copy of email correspondence below with problems with the service from the beginning with excuses that they had trainees etc etc as well as an email confirming my cancellation of services by the company.They also asked me to give them some time to work out the bugs but they never did and this is why I cancelled as I stated I lost thousands of dollars of business.One other note they did speak to a rep at the bank whereby they did say there were to accounts and one was cancelledApparently they opened another account with my information to perpetuate a fraud From: The Antique and Art Information Network, Inc[mailto: [redacted] ] Sent: Wednesday, October 08, 4:PMTo: [redacted] Subject: Disappointing Start [redacted] ,It took rings for someone to pick up my call and I was on hold for 9minutes and secondsNot a good start when I was told by you that calls will be picked up by the forth ring.Second the person did not identify themselves by name, let alone state which company I was calling into.Call me tomorrow between and EST Subject: RE: Disappointing StartFrom: " [redacted] " < [redacted] >To: "The Antique and Art Information Network, Inc." < [redacted] >Cc: "Account.Changes" < Account.Changes [redacted] v\ o\ w\ AAIN, Inc Re: Account [redacted] Hello ***, That would be quite unacceptableCan you advise what time the call came in or the number it would have been from? I would like to investigate before discussing further Thank You! [redacted] Account Representative Answering Specialists Inc P: [redacted] Regards, [redacted] Delivered-To: [redacted] Subject: Acct E ***Date: Thursday, Feb 10:23:-X-MS-Has-Attach: yes X-MS-TNEF-Correlator: Thread-Topic: Acct E ***Thread-Index: AdA1yOeT3cqXvUGUQJq8g5WZ01BWWQ== From: " [redacted] " < [redacted] > To: < [redacted] > X-Nonspam: None v\ o\ w\ Dear Mr [redacted] : As requested this is to confirm cancellation of your account Acct E ***We regret we did not meet your expectations Thank you, [redacted] Accounts Receivable Answering Specialists Inc [redacted] accounting [redacted]
I really didn't expect from the ongoing communications that he would be happy with the response They gave us authorization to charge any card they provided should they become behind in their invoices Their invoice is sent to them every month They were now months behind - so we charged their card per their authorization when they signed up for the services To say that they didn't authorize the charge is not accurate and we have that authorization in writing Then when he found this was the case, he tried to claim that the card was stolen in November That is interesting because stolen cards are never approved And if it was a stolen card as he also tries to claim, then why is he worried about it? Does anyone here smell something that doesn't make sense? The phone line was up and running and available for their use at all times during the period in question His claim was that he wasn't using it The service agreement clearly states that non-usage will not be construed as a cancellationMany customers only use their service occasionally But they always have it there for when they need it Again, he is arguing a point that makes no sense as the service agreement is very clear on this point We know nothing about his move to "Regus" or where that even is This is what the client reported to us and it was simply repeated as to what the client told us We have the emails as proof There was not a "first" cancellation notice He inquired about the possibility of canceling, then told us he would let us know We never heard from him again regarding this issue Then he reaffirmed that he was staying in a second email Now, when he is canceling, he doesn't want to pay and has tried to come up with every excuse and wants us to refund his card - then he might talk about how to pay his bill It doesn't work this way
Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The tone of the latest communication from Answering Specialists is a sterling example of the lack of professionalism and/or customer service Sarcasm and personal attacks are not necessary or acceptable in business relations.To the contrary, the email that was sent to the wrong email address was not corrected and re-sent in a timely fashion The email was forwarded only after we had made multiple phone calls and left multiple messages with this company.The statement, “The client is correct that he should have only been turned over to collections for $35.00” is substantial in that it confirms that this company has, and continues to, seek unearned monies and maliciously damage the good credit of our company We are unclear on the statements of “charged back” amounts as we do not, and have not drawn any funds from the banking institution used by Answering Specialists Such a claim is most certainly false The charges that Answering Specialists attempted to draw from our bank were rejected by our bank after we provided them with proof that the charges were attempted AFTER our email requesting all services be cancelled We certainly did not draw money from their account and any claims of such is simply false We have not received an invoice in the amount of $to date.We did begin documenting calls and the persons we spoke to due to the lack of service, cooperation, and response from Answering Specialists Our attempts to resolve these issues was met with recurring attempts to block communication and absolutely no courtesy or hint of resolution As further evidence of the utter lack of ethic, please note that MrB [redacted] was not that party making the attempts to connect by phone after the information was reported to collections Therefore, he could not possibly have displayed verbal abuse or cussed at Answering Specialist personnel I, MrsB [redacted] was the one attempting to seek help via the phone In addition, we are professional and do not, would not resort to verbal abuse or cussing This is reaching the point of slander and liable The “services” supposedly put in place by Answering Specialists did not, at any time, work as was agreed to We attempted several times to connect / use the service to no availCounter claims of the service being operable has not been met with any collaborating information I submit that not one call was logged as being received by Answering Specialists on behalf of [redacted] and have not seen or heard any support to the contrary If the service was performing as it should, there would be at least one call logged Contrary to claims that the phone service is / was the problem is simply another attempt to skirt responsibility for substandard performance.We have provided information and emails substantiating the events as were reported in the original complaint submitted to the Revdex.com The response and subsequent communications from Answering Specialists demonstrate the lack of honesty and lack of any level of customer service I have not found any information in support of their claims and hope that other parties see this as well A service was promised and this company did not deliver Rather than provide substantiating information, they have resorted to slander and falsehoodsWe request that all submittals to collection services by Answering Specialists be retracted immediately We also request that good business and customer service practices be implemented and that Answering Specialists absolve all charges related to our company They have not provided any proof of their claims and have yet to offer any cooperative efforts to resolve this matter Regards, Cathy B***
Complaint: [redacted] I am rejecting this response because: My point is that I never used this service not that there were messages taken I was not made aware the service was active until I received an erroneous message a few days before a bill I feel your company lacks integrity and communication I feel it is unfair to pay for a setup fee and service fee for a service I was not using or aware of an active account I repeat I was told my account was on hold by the person I had been communicating with before he left your company I continued to email him but without response I was not aware he was no longer employed by the company I was also not aware there was a setup fee of such significance until I recently checked my CC statement This was also not discussed You are correct in saying it was likely in the large contract that I skimmed over but a fee like this should be verbalized as well Sincerely, [redacted]
Thank you for the opportunity to respond to this complaint Unfortunately the client is being less than forthright in his claimsAt no time did we ever get a complaint of unanswered phones from this client Call forwarding is the responsibility of the client If they don't call their phones properly we can't answer them We always have staff to answer all calls On March 3rd, we received a email from [redacted] saying that after moving to Regus office, they would like to terminate contract - Please advise We responded to him and he then informed us that he would let us know his final decision but for the time were continuing (We have copies of all of these emails) On April 26, [redacted] notified us that he wished to continue and to not cancel as he had previously indicated he might do At this time, we notified him that this was fine, however, he was months past due Per his contract, we charged the outstanding balance to the card he had provided previously and cleared his outstanding balance At that time, he started making all kinds of claims First he claimed that he hadn't used the service during the last months and so he shouldn't have to pay Our service agreement specifically states that any cancellation has to be in writing - which he never provided It further states that non-usage of the service is not considered cancellation Then he was upset because he didn't like the card we charged Again, the service agreement very clearly states that should he become past due, that we had his permission to charge those balances to any card he had provided us Next, after we charged his card, he claimed the card had been cancelled months prior Then he claimed it was stolen and didn't belong to him Finally, he said that if we refunded those charges, then he would be willing to discuss clearing his outstanding balance in a different manner We advised the client that if he wished to provide a different card, we would be happy to charge the new card and refund the other card - he didn't want to do that either After he realized that all of these tactics and miss-truths were not working he decided to slam us with the Revdex.com hoping that we will reverse our decision Clearly, we are willing to work with the client If the client wants to provide another form of payment, we would be more than happy to refund the credit card he doesn't want charged But to try to claim that he shouldn't have to pay because he didn't use the service - or worse, to try to claim he cancelled his service when he clearly didn't is not going to work I will be happy to provide the entire communications email threads showing all written communications with this client We wish [redacted] the best moving forward
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below The typos, errors, misspellings, and incorrect use of words in the above response is completely indicative of the service we received from Answering Specialists, it was full of errors and mistakes Obviously the responder’s view of the situation varies from ours They slanderously accuse us of lying, yet provide absolutely no evidence The email they reference shows the frustration of only one clientAt first glance it would appear as though we dropped the ball in not responding to the client, however, we never received the messages that she left with the answering service Furthermore, they highlight that she complained about a long hold time, yet they don’t address that issue One can only assume that is standard protocol for Answering Specialists The writer tries to compare their “short” hold time, an average of 1:“over the life of the account” to their call to a disinterested part, DirecTVThis ridiculous comparison only shows the writer believs a company that is paid to answer phones should live by the same standards as a customer service line at a major corporation (Please note – they do not provide the actual times our clients were placed on hold, only a lifetime average, that is a very deceptive practice) The writer also misleading states, “Now the client expects that we will refund all of those monies? - Really? We don't work for free.” A quick review of the complaint shows that statement to be completely dishonest Even though their service was subpar for the entire months we utilized them, we paid their fees In fact we paid over $in fees to them We asked for $to be refunded Using the writer’s numbers, they would still have been paid over $750, or $per call, which is hardly “free” They failed miserably as an answering service They could not answer basic questions like; “what city is Can You Escape located in?”, “how do I buy tickets?”, “are you handicapped accessible?” (Imagine the problems we had when that client showed up looking for the non-existent elevator), “how much are tickets?”, and unbelievably, “what is Can You Escape?” The messages that were delivered, were full of errors, which should come as no surprise to anyone who read the company’s response aboveAnd about those logs, I can assure you I still have no idea how many calls were received, how many of those calls were placed on hold, or for how long How could I possibly make a decision about what level of service I needed when Answering Specialists would not provide those basic details? We never asked Answering Specialists to be our sales force, although their sales person did tell us they could do that Thankfully we passed on that suggestion Did we over buy the initial month? Yes, we did That purchase was based on what their sales person told us we would needIt’s no wonder they failed to provide call logs Do I expect to get a refund from Answering Specialists? NoI see the way they operate, I see their lack of integrity, I see that they can’t write a clear response The writer is actually correct in one statement, I do want everyone who is considering utilizing Answering Specialists to know the level of service they will receive and the level of integrity at which the company operates / [redacted] Style Definitions */ Regards, [redacted]
It should be clear at this point that nothing we say will change anything with regards to this client All the respondent is doing is repeating the same things over and over thinking that this makes his accusations true when in fact it doesn't Now I'm being picked up on typo's? This is amazing.He complains that he was called a liar and offered no proof, yet I did in fact offer proof The email that they sent to us from their client was included in my answer and clearly shows exactly what happened It isn't at first response that it looks like the dropped the ball - they did drop the ball and that is why the client went elsewhere Messages were sent to them from this client, yet they never called her back Further, as she called repeatedly and and realized that she was reaching the answering service, she would not leave messages because she was so frustrated that she could never get thru to them directly We can't force callers to leave messages We can only offer to take a message Our hold times are very short Most calls are never put on hold at all When I tell you that over the life of this account - the average hold time was minute and seconds, this does not mean each call was put on hold for this amount of time, this means that the very few calls that were put on hold during extremely very busy times - averaged this hold time Again, most calls are never put on hold at all Nothing I have stated is deceptive and my comparison to my own experiences with Directv is more than reasonable Everyone can relate to having been on long holds and our hold times certainly aren't long Providing a average is certainly not deceptive Did you really expect I was going to list each hold time? Most intelligent people realize that average means that some holds were slightly longer and some were shorter This is how you get a average There is nothing deceptive about stating a average hold time.The demand from you company was that we refund you $for a service that you "lost" or you would terminate your account I provided a copy of the email your client sent to you and it was clearly not our fault that you lost this sale There is no reason to expect we would provide any type of refund whatsoever Over a period of months we handled a couple thousand of calls for your account Now all of the sudden you believe we should refund 25% of what we earned? It's not going to happen We don't work for free and providing you a refund of this amount would mean that we worked for you account for free for a month You only get charged a little over cents per cal - yet because you lost a client due to your error and not paying attention to servicing your client, we should take the hit? - I don't think so.It is also a incorrect assertion to say that our operators were unable to state what City they were located in or to give out their address or other basic information This is something we do daily The name of the account was "Can you escape, Tampa" All of this information is available on the very first screen the operator sees when they first answer a call for this company So to say that can't provide the information or didn't is just plain incorrect As for some of the other accusations - like if they have a elevator - we would not know nor would we be able to answer those questionsNone of our operators have ever been to their facility and this is exactly what I referred to as them trying to get us to answer sales type questions on their behalf We are an answering service - not a sales company We answer phones, take messages, transfer calls, and answer basic messages We are not their sales force I'm sorry if you found spelling errors in messages Apparently you found spelling errors in my response as well Obviously this is a huge problem for you - we simply can't and don't meet your needs and expectations regarding this area This is why you always had the ability to cancel the service at any time should be not be happy with the service for any reason - including misspelled words.Answering Specialists is a large answering service providing services across the United States and Canada We have thousands of very satisfied clients Every client has different expectations Some are reasonable and some aren't We never tie clients to a long term contract as we feel we need to earn their business daily If a client becomes unhappy with the service, they are always welcome to leave at anytime If they are unhappy with how a specific call was handled, we will happily credit them for that call We do not however, provide blanket refunds covering an entire month or more of service because they didn't like the way a given call was handled In this case, it is very clear that this client that they lost was due to their inability to ever return calls to the client via any method she attempted to contact them with She called repeatedly, sent emails, and nothing One would have to believe that she called us over and over and we refused to ever take or provide our customer with a message This is completely absurd and makes no sense I realize that the respondent doesn't want to accept this fact, however considering that he wants to attack me personally on my spelling and use of sentence structure, the rest speaks for itself I wish the client the very best as they move forward in their business and would advise that they call their clients back in the future instead of attempting to kill the messenger then they make mistakes
Complaint: [redacted] I am rejecting this response because: A-G-A-I-N While this most recent response by the business is entertaining, fact of the matter is, as previously touched upon and indicated in my initial reply, I requested to cancel service ("Let's go ahead and cancel my service") submitted (See Attached, again) on April 1, And, in response to charges being authorized, AS PREVIOUSLY indicated (see attached) Answering Specialists were advised that any and all charges were unauthorized after our April 1, e-mail, and they instead charged our card TWICE immediately after receiving this message! While we appreciate Revdex.com taking interest in this portion, the chargeback/fraudulent charges will be addressed by the credit card processor and proper authorities respectivelyOur interest with Revdex.com interaction is sorting out and addressing the failed customer service issues This business has a SIGNIFICANT history of this EXACT behavior and in EVERY case blames the client! In fact, there are TEN such complaints on the Revdex.com website (See attached) and ALL are NEGATIVE...NOT ONE POSITIVE!!! Additionally, same or similar experiences and reviews on RipOff Report, Google, Yellowpages.com, reviews.birdeye.com, outscam.com, consumeraffairs.com, on and on Sincerely, [redacted]
As you can see from his response, he is more interested in just continuing to argue than to actually acknowledge the issues He did not specifically ever cancel He said clearly that he would start looking for a new answering service When someone responds with this, it means they will start looking - not that I found one and now I will quit All of our responses responded to his questions and told him that should he not be happy that we would be happy to cancel his account - to just let us know his wishes Never was this doneI'm sure that if we had cancelled the account, then we would be hearing from him that we were bad guys and just shut him off The charges made were clearly authorized in the service agreement and he was billed properly He had ample opportunity to dispute the charges yet never did until we finally advised him that his account was going to be cut off and would be sent to collections Then, and only then, did he respond and his responses where that he had no idea who we were and never signed up for service EVER So which lie are we supposed to believe? It just never ends One has to look at the whole picture, the whole thread of emails to see what transpired He wants to focus on one email that clearly doesn't say to cancel his account no matter what Re answered his email All he had to do was say, Please cancel my account and we wouldn't be having this discussion
Complaint: [redacted] I am rejecting this response because: We have never gotten a detailed invoice all we get are our credit card statement charges in face we have asked for this numerous times and the company has told us that we have to pay for a detailed invoiceWe were told we got so many minutes per month and then we were charged maybe we are mistaken and it was so many calls We have numerous complaints over the past months or so that our customers are put on hold indefinably and no one ever returns In fact on customer called to complain about a service issue and one of their operators told OUR customer to contact the Revdex.com!!!!! Thats unexpectable! If we can get a detailed In voice for the past couple of months showing what calls we had and hold times we would be glad to review those And we were told by one of the Supervisors there that were going to have ot get over it because all call centers put customers on holdthis was after I called the call center myself pretending to be a customer and WAS placed on hold for over minutes While on hold I called the a main number and asked for a superior who was very rude! I am just not understanding why, when they are only taking a message for our sales staff, would they need to place our customers on hold Sincerely, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I assumed with the professionalism I encountered with this company that I would receive the type of response that I did Rather than a respectful response with actual action, the facts are skewed and my credibility attacked My service was not cut off - I cancelled my contract after hiring Answer United My complaint is not based on finances as is evidenced by my lack of request for any financial restitution My complaint was only to educate future possible customers Evidence of one of my concerns stated in my complaint is below When I spoke to her, she stated that her hold time was minutes +.On Apr 1, 2015, at 10:AM, " [redacted] (DFPS)" wrote:I have tried to reach you at [redacted] but each time I call I am placed on hold for several minutes and I finally hang up When I asked that I not be placed on hold, they would not take my message.Please call me as soon as possible Thanks! [redacted] * [redacted] I won't be communicating back and forth about this further I encourage the owners to make their own calls to their service anonymously and see the facts rather than defaulting to attacks and their advertising spielIf they provided what they advertised, I would still be a customerIf they had better customer service and ethics - I would not have filed a complaint
Complaint: [redacted] I am rejecting this response because: Inaccurate For one, I had a colleague call in to specifically schedule the appointment and was put on hold for an indefinate amount of time and a message was taken when he specifically called to schedule an appointment Another client had indicated the same stating they didn't make an appointment and just took a message Second, I did not use any query or system for billing communication; I physically picked up my phone and CALLED to speak with billing due to an error At no point at that time was I about to cancel the account, I simply noticed an error on my bill and wanted to speak with someone in billing Sincerely, [redacted] ***
We have since time, compiled addition expenses incurred as a result of your employees, "Plan". Further, the Attorney General's Office in Boise Idaho, is in receipt of every issue related to your employee's, purposely sabotaging, interstate commerce, during a State of Emergency.
Delivered via EMAIL:
I own a Home Healthcare Organization in Northern Virginia and Maryland. We used your company, Answering Specialists, Inc., for three years. During that time, we became frustrated with your company's poor services. When we discussed the inaccurate messages, taking phone numbers and not fax number, etc., with Nicole Perry, the answer to the poor services was that your company began charging us $10.00 additional dollars each month; which we paid. In total we have paid your company over $34,000.00.
However, after a rash of terrible service, including one error which cost my organization $3000.00, in late 2/20 and early 3/20 we complained. Your employees, Jessica Hart and Nicole, instead of accepting responsibility for awful service, laughed and devised an evil plan to cause injury to my organization and it's patients: They laughed and said they were disconnecting my phone number at 12 midnight 3/4/2020.
I reminded them that our companies have a contract for services. Further, I have an audio of Nicole Perry sadistically giggling, saying she would disconnect the number before I could Port it over, and lose the number. In addition to that, I have multiple emails were both of your employees are gleeful at: Their Plan.
In response, to Their Plan, I continued to communicate with them, and I, specifically, explained that their actions could potentially cause injury or death to patients. Despite us explaining Nicole Perry and Jessica Hart's behavior's consequences, they continued to pursue Their evil Plan and implemented it, earlier than they previously stated, preventing me from Porting the number. They disconnected the number at 4:30pm EST, 3/4/2020, even though I emailed my credit card and authorized the Port Fee, as they previously said they would charge $25.00 to Port, a few months prior.
Your employees, for which you are responsible, did in fact, disrupt interstate commerce for my Home Healthcare Organization. That commerce remains disrupted during this State of Emergency. I remain in close contact with the Idaho Office of the Attorney General. After the State of Emergency, we have asked the A.G.'s Office of Idaho: Give Notice to the Idaho Secretary of State's Office, to Cancel your Right to Due Business, as a result of your employees' using this business to scheme and act in a truly, insidious, way to harm companies and individuals.
WE ASK YOU TO RESTORE 540-326-0043, IMMEDIATELY SO THAT WE MAY PORT THE NUMBER OVER, VIA COMCAST, INC. Comcast is awaiting your response. We have a current complaint in with the Idaho Attorney General's Office. As a result of the State of Emergency, your company is now under Federal regulations. Their actions will be costly to you. We suggest you take immediate action to resolve the problem they caused.
We are in the process of retaining counsel in the Boise Idaho area. Thank you for your time.
Sincerely,
Michelle Lane, MSN, RN, Owner/Administrator
Middleburg Home Care, LLC - A Home Healthcare Organization
P.O. Box 544 Middleburg, VA 20118
101 East Main St., Ste 203, Berryville, VA 22611
540-883-3122 (Office)
540-277-2518 (Fax 1)
540-326-0043 (Fax 2)
540-316-7515 (Mobile)
www.MiddleburgHomeCare.com
She is correct This was our error and it was corrected this morning when it was brought to our attention They sent us a copy of the cancellation and we were able to find a copy in our records to verify what they were claiming I'm surprised that they are complaining to the Revdex.com when the issue has already been resolved Their account is paid in full and we apologize for our oversight
It gets frustrating when a client makes statements are flat our false.We meet each and every term of our service agreement We do in fact provide very friendly and polite operators to handle each and every call On the rare occasion we had to place a caller on hold, the average hold time was minute seconds over the life of the account This is certainly within all norms in our industry and is not considered a long hold I called Directv a couple of days ago and was on hold for over minutes - that is a long hold One of the problems we run into with an account like this is that we are an answering service - and not salesmen This client wanted us to act as their sales force and expected us to be able to answer any question about every aspect of their business and sell their callers on their product Unfortunately, this isn't what we do We are here to answer calls and provide basic information, schedule clients, and take messages We also can't force callers to leave messages To demonstrate how this client chooses to be dishonest, I will include below to email they sent to me from their client they lost Hey [redacted] ! It was great to talk with you the other day ~ I was super excited about bringing my team of for this experience on the 1st of October! I have tried to register online and have hit a problem The site asks me for a phone number under my email address yet there is no field for me to type in...so it won't let me go onto the next page of the registrationAdditionally, I have called [redacted] for help ~ I have gotten no one but the answering service ~ I have tried multiple, multiple timesI just called again just now and was put on hold for minutes until someone else picked up and told me they were, again, the answering service In closing, [redacted] I am just done trying to set this up with your company You were lovely but registering and not being able to get anyone on the phone is frustrating I am moving onto another company Thanks anyway and good luck / [redacted] Style Definitions */ As you can clearly see, the problem wasn't one of the answering service not answering the calls, it was in fact that they didn't return calls We took messages and delivered messages It is clear that this client called over a period of time, yet the gal didn't follow up at which time the client got frustrated and went away So when she received this message, she forwarded to us demanding that we pay her the $she lost or she would quit She was informed that this was certainly not going to happen, so she quit and is now striking out to hurt our business instead of running her business professionally When you don't get your way, kill the messenger seems to be her motto.We took almost calls for this client over a month period of time Now the client expects that we will refund all of those monies? - Really? We don't work for free She was in fact provided call logs as requested Another statement was made in was regarding roll-over service This is in fact a service we provide If she would simply read the offering on our website, she would realize that this is a day rollover meaning that whatever calls you don't use from your package in this month will roll over to the next month - not forever So she signed up for a larger package than her calls justified She then lowered her next month to a very small package, and was able to have unused calls from the prior month used in the second month She didn't use them all up and was upset because they then didn't continue to roll over to the next month and the next forever This is not the design of our packages and is very clearly stated in our marketing materials Just because it isn't as you wish it was doesn't mean we did something wrong It simply means that she can't read In this complaint she incorrectly states that we offer a month to month roll-over service Again, we offer that calls not used in one month can be rolled over to the next month and that month only.The client has cancelled and that is probably a good thing Clearly she is angry and wants to strike out That is all fine, except she needs to be honest We are an answering service, not a sales organization We can't force callers to leave messages and we aren't a sales organization We tell our clients this up front It is clear from the email that caused her to quit above that the problem wasn't with the answering service, but rather was with the clients failure to return those calls I expect they hired our service because they couldn't handle their phones themselves It is clear that while we could easily handle taking their calls, that didn't solve the part where they are supposed to return those calls from the messages we sent them - and believe me - we sent hundreds of messages to this client
Unfortunately the only one here not being professional is the person who filed this complaint It is not professional to lie It should be noted that I responded with actual facts born out by the call logs created as calls are being taken and further backed up by our phone carrier Notice that the attorney did not dispute a single fact I put forth This is because he can't refute the actual facts put forth.The real reason he filed the complaint is because they signed a service agreement that says there are no refunds He decided to end his service and wanted a refund When he found that no refund would be forthcoming, he threatened the leave bad reports on us with the Revdex.com and other social media sites We stand by our agreements even if this party doesn't and we don't respond to threats of this type When my customer service agents attempted to service this client, they could hardly get a word in edgewise because all they wanted to do was argue, not solve issues We regret that we could not satisfy this client and hope he decides to be more honest in the future
Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.Again I have to mention that I had two accounts # [redacted] and # [redacted] and I notified them several times about long on-holds and losing businessThey didn't do anything about it, and they never tried to resolve this issue Regards, [redacted] ***
Well it was on facebook and the internet so it must be true? - I seriously doubt anyone here said anything like that - but you did so all is good - right? Invoices each month are emailed to [redacted] [redacted] You might want to check your spam folder This is the email account you provided when you signed up for services Should you wish to have the invoices sent to a different email address, we would be happy to change it Your messages are being texted to two different text addresses [redacted] and [redacted] If you are not receiving text messages - you might want to check with your carrier I'll also report this to our tech department to see if there is anything on our end that can be done also You can be assured that you have never been billed by the minute we don't do that We will work hard to keep holds to a minimum as well All of these questions and complaints could have easily been addressed with the customer service department But you got nasty with them and told them that you would blow us up on social media - and so you have Wonder who is being unreasonable here? You made assumptions that were incorrect You know what they say about assumptions Thanks
Thank you for giving our company the ability to respond to this review I would have to say that I'm very perplexed however as it doesn't make much sense to me This customer was a client starting in June of thru September of During this entire time, we received a total of calls The majority of those calls received were what we call telemarketing calls or hang up calls where there was no caller on line when the call was answered In June we received no calls In July we received calls which were valid calls In August we received calls - only were valid calls and in September we received calls - all were telemarketers Of all those calls - were ever put on hold So the bottom line is that we had only calls in months that were possibly real calls I'm not sure why this gentleman even needed a answering service and apparently his advertising wasn't generating any real calls as he would lead you to believe.The majority of calls we handle for our clients are never put on hold From time to time, when call volumes exceed expectations, a call will be put on hold for a short period of time - on average to seconds There are always the exceptions where we have excessive number of employees out sick due to illness, but this is rare I think the part that is hard to understand here is that it is upwards of years later and this gentlemen is making a complaint? Something here just doesn't make sense We never even received enough calls to be evaluated I wish this gentleman the best moving forward and wish we could have made him happier during the time he used our service
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below The Company is totally fabricated the truth but this not unusual for them since I have found similar complaints of them doing the same thing to othersI have not used there services for months At no time did I ever state that I never signed up for the serviceI signed up originally by phone and never got a copy of any such agreement till today that they claimed that I didI also had emailed them to cancel the service back in February Only when I informed them that I was going to consider suing them for loss of business on Monday for the months we did have service with them is when they put through charges on our card.As stated I have not used there services for months and I have documentation to prove itI would be happy to provide a copy of the email cancelation upon request that I found archived in out files confirming the cancelation.Furthermore they have dummied actual files saying I applied on line and that the fact is was done via the phone When I tried to speak again with Tim he never returned the call today.As you can see a copy of email correspondence below with problems with the service from the beginning with excuses that they had trainees etc etc as well as an email confirming my cancellation of services by the company.They also asked me to give them some time to work out the bugs but they never did and this is why I cancelled as I stated I lost thousands of dollars of business.One other note they did speak to a rep at the bank whereby they did say there were to accounts and one was cancelledApparently they opened another account with my information to perpetuate a fraud From: The Antique and Art Information Network, Inc[mailto: [redacted] ] Sent: Wednesday, October 08, 4:PMTo: [redacted] Subject: Disappointing Start [redacted] ,It took rings for someone to pick up my call and I was on hold for 9minutes and secondsNot a good start when I was told by you that calls will be picked up by the forth ring.Second the person did not identify themselves by name, let alone state which company I was calling into.Call me tomorrow between and EST Subject: RE: Disappointing StartFrom: " [redacted] " < [redacted] >To: "The Antique and Art Information Network, Inc." < [redacted] >Cc: "Account.Changes" < Account.Changes [redacted] v\ o\ w\ AAIN, Inc Re: Account [redacted] Hello ***, That would be quite unacceptableCan you advise what time the call came in or the number it would have been from? I would like to investigate before discussing further Thank You! [redacted] Account Representative Answering Specialists Inc P: [redacted] Regards, [redacted] Delivered-To: [redacted] Subject: Acct E ***Date: Thursday, Feb 10:23:-X-MS-Has-Attach: yes X-MS-TNEF-Correlator: Thread-Topic: Acct E ***Thread-Index: AdA1yOeT3cqXvUGUQJq8g5WZ01BWWQ== From: " [redacted] " < [redacted] > To: < [redacted] > X-Nonspam: None v\ o\ w\ Dear Mr [redacted] : As requested this is to confirm cancellation of your account Acct E ***We regret we did not meet your expectations Thank you, [redacted] Accounts Receivable Answering Specialists Inc [redacted] accounting [redacted]
I really didn't expect from the ongoing communications that he would be happy with the response They gave us authorization to charge any card they provided should they become behind in their invoices Their invoice is sent to them every month They were now months behind - so we charged their card per their authorization when they signed up for the services To say that they didn't authorize the charge is not accurate and we have that authorization in writing Then when he found this was the case, he tried to claim that the card was stolen in November That is interesting because stolen cards are never approved And if it was a stolen card as he also tries to claim, then why is he worried about it? Does anyone here smell something that doesn't make sense? The phone line was up and running and available for their use at all times during the period in question His claim was that he wasn't using it The service agreement clearly states that non-usage will not be construed as a cancellationMany customers only use their service occasionally But they always have it there for when they need it Again, he is arguing a point that makes no sense as the service agreement is very clear on this point We know nothing about his move to "Regus" or where that even is This is what the client reported to us and it was simply repeated as to what the client told us We have the emails as proof There was not a "first" cancellation notice He inquired about the possibility of canceling, then told us he would let us know We never heard from him again regarding this issue Then he reaffirmed that he was staying in a second email Now, when he is canceling, he doesn't want to pay and has tried to come up with every excuse and wants us to refund his card - then he might talk about how to pay his bill It doesn't work this way
Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The tone of the latest communication from Answering Specialists is a sterling example of the lack of professionalism and/or customer service Sarcasm and personal attacks are not necessary or acceptable in business relations.To the contrary, the email that was sent to the wrong email address was not corrected and re-sent in a timely fashion The email was forwarded only after we had made multiple phone calls and left multiple messages with this company.The statement, “The client is correct that he should have only been turned over to collections for $35.00” is substantial in that it confirms that this company has, and continues to, seek unearned monies and maliciously damage the good credit of our company We are unclear on the statements of “charged back” amounts as we do not, and have not drawn any funds from the banking institution used by Answering Specialists Such a claim is most certainly false The charges that Answering Specialists attempted to draw from our bank were rejected by our bank after we provided them with proof that the charges were attempted AFTER our email requesting all services be cancelled We certainly did not draw money from their account and any claims of such is simply false We have not received an invoice in the amount of $to date.We did begin documenting calls and the persons we spoke to due to the lack of service, cooperation, and response from Answering Specialists Our attempts to resolve these issues was met with recurring attempts to block communication and absolutely no courtesy or hint of resolution As further evidence of the utter lack of ethic, please note that MrB [redacted] was not that party making the attempts to connect by phone after the information was reported to collections Therefore, he could not possibly have displayed verbal abuse or cussed at Answering Specialist personnel I, MrsB [redacted] was the one attempting to seek help via the phone In addition, we are professional and do not, would not resort to verbal abuse or cussing This is reaching the point of slander and liable The “services” supposedly put in place by Answering Specialists did not, at any time, work as was agreed to We attempted several times to connect / use the service to no availCounter claims of the service being operable has not been met with any collaborating information I submit that not one call was logged as being received by Answering Specialists on behalf of [redacted] and have not seen or heard any support to the contrary If the service was performing as it should, there would be at least one call logged Contrary to claims that the phone service is / was the problem is simply another attempt to skirt responsibility for substandard performance.We have provided information and emails substantiating the events as were reported in the original complaint submitted to the Revdex.com The response and subsequent communications from Answering Specialists demonstrate the lack of honesty and lack of any level of customer service I have not found any information in support of their claims and hope that other parties see this as well A service was promised and this company did not deliver Rather than provide substantiating information, they have resorted to slander and falsehoodsWe request that all submittals to collection services by Answering Specialists be retracted immediately We also request that good business and customer service practices be implemented and that Answering Specialists absolve all charges related to our company They have not provided any proof of their claims and have yet to offer any cooperative efforts to resolve this matter Regards, Cathy B***
Complaint: [redacted] I am rejecting this response because: My point is that I never used this service not that there were messages taken I was not made aware the service was active until I received an erroneous message a few days before a bill I feel your company lacks integrity and communication I feel it is unfair to pay for a setup fee and service fee for a service I was not using or aware of an active account I repeat I was told my account was on hold by the person I had been communicating with before he left your company I continued to email him but without response I was not aware he was no longer employed by the company I was also not aware there was a setup fee of such significance until I recently checked my CC statement This was also not discussed You are correct in saying it was likely in the large contract that I skimmed over but a fee like this should be verbalized as well Sincerely, [redacted]
Thank you for the opportunity to respond to this complaint Unfortunately the client is being less than forthright in his claimsAt no time did we ever get a complaint of unanswered phones from this client Call forwarding is the responsibility of the client If they don't call their phones properly we can't answer them We always have staff to answer all calls On March 3rd, we received a email from [redacted] saying that after moving to Regus office, they would like to terminate contract - Please advise We responded to him and he then informed us that he would let us know his final decision but for the time were continuing (We have copies of all of these emails) On April 26, [redacted] notified us that he wished to continue and to not cancel as he had previously indicated he might do At this time, we notified him that this was fine, however, he was months past due Per his contract, we charged the outstanding balance to the card he had provided previously and cleared his outstanding balance At that time, he started making all kinds of claims First he claimed that he hadn't used the service during the last months and so he shouldn't have to pay Our service agreement specifically states that any cancellation has to be in writing - which he never provided It further states that non-usage of the service is not considered cancellation Then he was upset because he didn't like the card we charged Again, the service agreement very clearly states that should he become past due, that we had his permission to charge those balances to any card he had provided us Next, after we charged his card, he claimed the card had been cancelled months prior Then he claimed it was stolen and didn't belong to him Finally, he said that if we refunded those charges, then he would be willing to discuss clearing his outstanding balance in a different manner We advised the client that if he wished to provide a different card, we would be happy to charge the new card and refund the other card - he didn't want to do that either After he realized that all of these tactics and miss-truths were not working he decided to slam us with the Revdex.com hoping that we will reverse our decision Clearly, we are willing to work with the client If the client wants to provide another form of payment, we would be more than happy to refund the credit card he doesn't want charged But to try to claim that he shouldn't have to pay because he didn't use the service - or worse, to try to claim he cancelled his service when he clearly didn't is not going to work I will be happy to provide the entire communications email threads showing all written communications with this client We wish [redacted] the best moving forward
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below The typos, errors, misspellings, and incorrect use of words in the above response is completely indicative of the service we received from Answering Specialists, it was full of errors and mistakes Obviously the responder’s view of the situation varies from ours They slanderously accuse us of lying, yet provide absolutely no evidence The email they reference shows the frustration of only one clientAt first glance it would appear as though we dropped the ball in not responding to the client, however, we never received the messages that she left with the answering service Furthermore, they highlight that she complained about a long hold time, yet they don’t address that issue One can only assume that is standard protocol for Answering Specialists The writer tries to compare their “short” hold time, an average of 1:“over the life of the account” to their call to a disinterested part, DirecTVThis ridiculous comparison only shows the writer believs a company that is paid to answer phones should live by the same standards as a customer service line at a major corporation (Please note – they do not provide the actual times our clients were placed on hold, only a lifetime average, that is a very deceptive practice) The writer also misleading states, “Now the client expects that we will refund all of those monies? - Really? We don't work for free.” A quick review of the complaint shows that statement to be completely dishonest Even though their service was subpar for the entire months we utilized them, we paid their fees In fact we paid over $in fees to them We asked for $to be refunded Using the writer’s numbers, they would still have been paid over $750, or $per call, which is hardly “free” They failed miserably as an answering service They could not answer basic questions like; “what city is Can You Escape located in?”, “how do I buy tickets?”, “are you handicapped accessible?” (Imagine the problems we had when that client showed up looking for the non-existent elevator), “how much are tickets?”, and unbelievably, “what is Can You Escape?” The messages that were delivered, were full of errors, which should come as no surprise to anyone who read the company’s response aboveAnd about those logs, I can assure you I still have no idea how many calls were received, how many of those calls were placed on hold, or for how long How could I possibly make a decision about what level of service I needed when Answering Specialists would not provide those basic details? We never asked Answering Specialists to be our sales force, although their sales person did tell us they could do that Thankfully we passed on that suggestion Did we over buy the initial month? Yes, we did That purchase was based on what their sales person told us we would needIt’s no wonder they failed to provide call logs Do I expect to get a refund from Answering Specialists? NoI see the way they operate, I see their lack of integrity, I see that they can’t write a clear response The writer is actually correct in one statement, I do want everyone who is considering utilizing Answering Specialists to know the level of service they will receive and the level of integrity at which the company operates / [redacted] Style Definitions */ Regards, [redacted]
It should be clear at this point that nothing we say will change anything with regards to this client All the respondent is doing is repeating the same things over and over thinking that this makes his accusations true when in fact it doesn't Now I'm being picked up on typo's? This is amazing.He complains that he was called a liar and offered no proof, yet I did in fact offer proof The email that they sent to us from their client was included in my answer and clearly shows exactly what happened It isn't at first response that it looks like the dropped the ball - they did drop the ball and that is why the client went elsewhere Messages were sent to them from this client, yet they never called her back Further, as she called repeatedly and and realized that she was reaching the answering service, she would not leave messages because she was so frustrated that she could never get thru to them directly We can't force callers to leave messages We can only offer to take a message Our hold times are very short Most calls are never put on hold at all When I tell you that over the life of this account - the average hold time was minute and seconds, this does not mean each call was put on hold for this amount of time, this means that the very few calls that were put on hold during extremely very busy times - averaged this hold time Again, most calls are never put on hold at all Nothing I have stated is deceptive and my comparison to my own experiences with Directv is more than reasonable Everyone can relate to having been on long holds and our hold times certainly aren't long Providing a average is certainly not deceptive Did you really expect I was going to list each hold time? Most intelligent people realize that average means that some holds were slightly longer and some were shorter This is how you get a average There is nothing deceptive about stating a average hold time.The demand from you company was that we refund you $for a service that you "lost" or you would terminate your account I provided a copy of the email your client sent to you and it was clearly not our fault that you lost this sale There is no reason to expect we would provide any type of refund whatsoever Over a period of months we handled a couple thousand of calls for your account Now all of the sudden you believe we should refund 25% of what we earned? It's not going to happen We don't work for free and providing you a refund of this amount would mean that we worked for you account for free for a month You only get charged a little over cents per cal - yet because you lost a client due to your error and not paying attention to servicing your client, we should take the hit? - I don't think so.It is also a incorrect assertion to say that our operators were unable to state what City they were located in or to give out their address or other basic information This is something we do daily The name of the account was "Can you escape, Tampa" All of this information is available on the very first screen the operator sees when they first answer a call for this company So to say that can't provide the information or didn't is just plain incorrect As for some of the other accusations - like if they have a elevator - we would not know nor would we be able to answer those questionsNone of our operators have ever been to their facility and this is exactly what I referred to as them trying to get us to answer sales type questions on their behalf We are an answering service - not a sales company We answer phones, take messages, transfer calls, and answer basic messages We are not their sales force I'm sorry if you found spelling errors in messages Apparently you found spelling errors in my response as well Obviously this is a huge problem for you - we simply can't and don't meet your needs and expectations regarding this area This is why you always had the ability to cancel the service at any time should be not be happy with the service for any reason - including misspelled words.Answering Specialists is a large answering service providing services across the United States and Canada We have thousands of very satisfied clients Every client has different expectations Some are reasonable and some aren't We never tie clients to a long term contract as we feel we need to earn their business daily If a client becomes unhappy with the service, they are always welcome to leave at anytime If they are unhappy with how a specific call was handled, we will happily credit them for that call We do not however, provide blanket refunds covering an entire month or more of service because they didn't like the way a given call was handled In this case, it is very clear that this client that they lost was due to their inability to ever return calls to the client via any method she attempted to contact them with She called repeatedly, sent emails, and nothing One would have to believe that she called us over and over and we refused to ever take or provide our customer with a message This is completely absurd and makes no sense I realize that the respondent doesn't want to accept this fact, however considering that he wants to attack me personally on my spelling and use of sentence structure, the rest speaks for itself I wish the client the very best as they move forward in their business and would advise that they call their clients back in the future instead of attempting to kill the messenger then they make mistakes
Complaint: [redacted] I am rejecting this response because: A-G-A-I-N While this most recent response by the business is entertaining, fact of the matter is, as previously touched upon and indicated in my initial reply, I requested to cancel service ("Let's go ahead and cancel my service") submitted (See Attached, again) on April 1, And, in response to charges being authorized, AS PREVIOUSLY indicated (see attached) Answering Specialists were advised that any and all charges were unauthorized after our April 1, e-mail, and they instead charged our card TWICE immediately after receiving this message! While we appreciate Revdex.com taking interest in this portion, the chargeback/fraudulent charges will be addressed by the credit card processor and proper authorities respectivelyOur interest with Revdex.com interaction is sorting out and addressing the failed customer service issues This business has a SIGNIFICANT history of this EXACT behavior and in EVERY case blames the client! In fact, there are TEN such complaints on the Revdex.com website (See attached) and ALL are NEGATIVE...NOT ONE POSITIVE!!! Additionally, same or similar experiences and reviews on RipOff Report, Google, Yellowpages.com, reviews.birdeye.com, outscam.com, consumeraffairs.com, on and on Sincerely, [redacted]
As you can see from his response, he is more interested in just continuing to argue than to actually acknowledge the issues He did not specifically ever cancel He said clearly that he would start looking for a new answering service When someone responds with this, it means they will start looking - not that I found one and now I will quit All of our responses responded to his questions and told him that should he not be happy that we would be happy to cancel his account - to just let us know his wishes Never was this doneI'm sure that if we had cancelled the account, then we would be hearing from him that we were bad guys and just shut him off The charges made were clearly authorized in the service agreement and he was billed properly He had ample opportunity to dispute the charges yet never did until we finally advised him that his account was going to be cut off and would be sent to collections Then, and only then, did he respond and his responses where that he had no idea who we were and never signed up for service EVER So which lie are we supposed to believe? It just never ends One has to look at the whole picture, the whole thread of emails to see what transpired He wants to focus on one email that clearly doesn't say to cancel his account no matter what Re answered his email All he had to do was say, Please cancel my account and we wouldn't be having this discussion
Complaint: [redacted] I am rejecting this response because: We have never gotten a detailed invoice all we get are our credit card statement charges in face we have asked for this numerous times and the company has told us that we have to pay for a detailed invoiceWe were told we got so many minutes per month and then we were charged maybe we are mistaken and it was so many calls We have numerous complaints over the past months or so that our customers are put on hold indefinably and no one ever returns In fact on customer called to complain about a service issue and one of their operators told OUR customer to contact the Revdex.com!!!!! Thats unexpectable! If we can get a detailed In voice for the past couple of months showing what calls we had and hold times we would be glad to review those And we were told by one of the Supervisors there that were going to have ot get over it because all call centers put customers on holdthis was after I called the call center myself pretending to be a customer and WAS placed on hold for over minutes While on hold I called the a main number and asked for a superior who was very rude! I am just not understanding why, when they are only taking a message for our sales staff, would they need to place our customers on hold Sincerely, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I assumed with the professionalism I encountered with this company that I would receive the type of response that I did Rather than a respectful response with actual action, the facts are skewed and my credibility attacked My service was not cut off - I cancelled my contract after hiring Answer United My complaint is not based on finances as is evidenced by my lack of request for any financial restitution My complaint was only to educate future possible customers Evidence of one of my concerns stated in my complaint is below When I spoke to her, she stated that her hold time was minutes +.On Apr 1, 2015, at 10:AM, " [redacted] (DFPS)" wrote:I have tried to reach you at [redacted] but each time I call I am placed on hold for several minutes and I finally hang up When I asked that I not be placed on hold, they would not take my message.Please call me as soon as possible Thanks! [redacted] * [redacted] I won't be communicating back and forth about this further I encourage the owners to make their own calls to their service anonymously and see the facts rather than defaulting to attacks and their advertising spielIf they provided what they advertised, I would still be a customerIf they had better customer service and ethics - I would not have filed a complaint
Complaint: [redacted] I am rejecting this response because: Inaccurate For one, I had a colleague call in to specifically schedule the appointment and was put on hold for an indefinate amount of time and a message was taken when he specifically called to schedule an appointment Another client had indicated the same stating they didn't make an appointment and just took a message Second, I did not use any query or system for billing communication; I physically picked up my phone and CALLED to speak with billing due to an error At no point at that time was I about to cancel the account, I simply noticed an error on my bill and wanted to speak with someone in billing Sincerely, [redacted] ***