877-836-6795
 | concerned 2014-05-28 20:19:37 Unknown |
Additional Notes
Complaint Category: Inappropriate behavior by customer service personnel
Complaint: After beginning service our Medical office was billed for a charge not originally agreed upon and records were never provided to verify invoice amount
On 12/05/13 our office set up service with ******* from Metrolina who after a lengthy conversation informed me that this was a month to month satisfaction guaranteed service that could be cancelled anytime. An agreement was set up for $29.95 for 130 calls. On 12/15/13 we received an invoice for $76.64 for 320 calls. I immediately called to speak to ******* who stated that they had received quite a few calls and if we stayed at what we signed up for would go over. I asked him to provide the logs since we were told that we would receive them daily and never did so that I can go over payables in order to make the upgrade. He never provided the logs and after several attempts to retrieve them I again reached out on 01/08/13 to process invoice and spoke to ******* who called me " a liar who did not want to pay my bill". I attempted to explain that the reason I was calling was again to pay my bill and needed the logs to assure the payment amount and he repeatedly yelled at me saying I was nothing but a liar and wanted free service. After a while of this "attempted" conversation I disconnected the call. He then began texting all the doctors in our office that our account was going to collections and our service was disconnected. Since I have attempted to reach someone over him who could assist with our bill with no success.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown for a complete rundown on the shady dealings of this company. The complaints speak for themselfs. Seth couldnt run a business the right way because he is a person with no MORALS.
Complaint Category: Inappropriate behavior by customer service personnel
Complaint: After beginning service our Medical office was billed for a charge not originally agreed upon and records were never provided to verify invoice amount
On 12/05/13 our office set up service with ******* from Metrolina who after a lengthy conversation informed me that this was a month to month satisfaction guaranteed service that could be cancelled anytime. An agreement was set up for $29.95 for 130 calls. On 12/15/13 we received an invoice for $76.64 for 320 calls. I immediately called to speak to ******* who stated that they had received quite a few calls and if we stayed at what we signed up for would go over. I asked him to provide the logs since we were told that we would receive them daily and never did so that I can go over payables in order to make the upgrade. He never provided the logs and after several attempts to retrieve them I again reached out on 01/08/13 to process invoice and spoke to ******* who called me " a liar who did not want to pay my bill". I attempted to explain that the reason I was calling was again to pay my bill and needed the logs to assure the payment amount and he repeatedly yelled at me saying I was nothing but a liar and wanted free service. After a while of this "attempted" conversation I disconnected the call. He then began texting all the doctors in our office that our account was going to collections and our service was disconnected. Since I have attempted to reach someone over him who could assist with our bill with no success.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown for a complete rundown on the shady dealings of this company. The complaints speak for themselfs. Seth couldnt run a business the right way because he is a person with no MORALS.
| concerned 2014-05-28 20:15:58 Unknown |
Additional Notes
Complaint Category: None of the Above - Sales Complaint Issue
Complaint: Metrolina Exchange keeps sending faxes to our office despite several requests for removal.
For the past 2 months, every weekend, Metrolina Exchange has been sending faxes to our office advertising their services.
I have requested removal of our fax number at least 5 times. The last time was last weekend. I spoke with one of the employees, he repeated the fax number and it was our fax number.
I also sent a email to Metrolina Exchange through their website last weekend , requesting removal of our fax number, and we keep getting their faxes.
In my opinion, not only this company is taking advantage of us, using our ink and our paper to advertise their business, they also bother us to the point of harassement with the continuing faxes despite several requests for removal.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: Improper or inferior service
Complaint: They did not proivde the service we contracted for. We could not transfer to their service on 3 different occasions within 5 weeks.
We started using their service on 04/15/13; within the first five weeks we were unable to transfer our phone lines to them at night. The 1st 2 times they called very apologetic stating it was an error on the part of their long distance carrier. We are a medical office with surgical patients and emergencies; we cannot have a full night without an answering service. The third time it happened we called every phone number we had; one of which is the "emergency number' which is the president's cell phone. No one answered at any number and no one returned our messages. I called the next day and told them we were cancelling our service immediately. The president, *******, told me I would still owe him one more month because my contract required a 30-day notice. I told him I would not pay because he had not delivered the service promised in his contract. He said he needed to put me on hold. After 20 minutes I hung up and called baack. I asked for him and his receptionist told me "he left for lunch 15 minutes ago". I tried "*****" who had called us on the 1st two problems and he refused to admit who he was and said he did not know what I was talking about. He said, "I'm just going to hang up, good luck". I sent them a check for a full six weeks of service marked "paid in full"; they are refusing to cash the check and are now threatening me with filing suit in their local "superior court". they are in North Carolina we are in **********.
They are also sending threatening emails to my husband's cell phone.
Business' Initial Response
No one has received the check and we are therefore unable to refuse to cash it.
No one is threatening you, we are simply requesting payment for the services rendered. You should contact billing or the email provided below if you would like to make payment. We will be collecting payment in your local superior court, not ours. Please read the email we sent you for more information.
It is unfortunate that you were unable to forward your phones during those three occasions, but we are not responsible for service outages caused by our providers. The phone lines were back up in less than ten minutes on each occasion -- we apologize for the inconvenience, but it is impossible to guarantee 100% up time.
Thanks,
****@metrolinaexchange.com
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Complaint Category: None of the Above - Sales Complaint Issue
Complaint: Metrolina Exchange keeps sending faxes to our office despite several requests for removal.
For the past 2 months, every weekend, Metrolina Exchange has been sending faxes to our office advertising their services.
I have requested removal of our fax number at least 5 times. The last time was last weekend. I spoke with one of the employees, he repeated the fax number and it was our fax number.
I also sent a email to Metrolina Exchange through their website last weekend , requesting removal of our fax number, and we keep getting their faxes.
In my opinion, not only this company is taking advantage of us, using our ink and our paper to advertise their business, they also bother us to the point of harassement with the continuing faxes despite several requests for removal.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: Improper or inferior service
Complaint: They did not proivde the service we contracted for. We could not transfer to their service on 3 different occasions within 5 weeks.
We started using their service on 04/15/13; within the first five weeks we were unable to transfer our phone lines to them at night. The 1st 2 times they called very apologetic stating it was an error on the part of their long distance carrier. We are a medical office with surgical patients and emergencies; we cannot have a full night without an answering service. The third time it happened we called every phone number we had; one of which is the "emergency number' which is the president's cell phone. No one answered at any number and no one returned our messages. I called the next day and told them we were cancelling our service immediately. The president, *******, told me I would still owe him one more month because my contract required a 30-day notice. I told him I would not pay because he had not delivered the service promised in his contract. He said he needed to put me on hold. After 20 minutes I hung up and called baack. I asked for him and his receptionist told me "he left for lunch 15 minutes ago". I tried "*****" who had called us on the 1st two problems and he refused to admit who he was and said he did not know what I was talking about. He said, "I'm just going to hang up, good luck". I sent them a check for a full six weeks of service marked "paid in full"; they are refusing to cash the check and are now threatening me with filing suit in their local "superior court". they are in North Carolina we are in **********.
They are also sending threatening emails to my husband's cell phone.
Business' Initial Response
No one has received the check and we are therefore unable to refuse to cash it.
No one is threatening you, we are simply requesting payment for the services rendered. You should contact billing or the email provided below if you would like to make payment. We will be collecting payment in your local superior court, not ours. Please read the email we sent you for more information.
It is unfortunate that you were unable to forward your phones during those three occasions, but we are not responsible for service outages caused by our providers. The phone lines were back up in less than ten minutes on each occasion -- we apologize for the inconvenience, but it is impossible to guarantee 100% up time.
Thanks,
****@metrolinaexchange.com
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
| concerned 2014-05-28 20:11:28 Unknown |
Additional Notes
Complaint Category: Inappropriate behavior by customer service personnel
Complaint: After beginning service our Medical office was billed for a charge not originally agreed upon and records were never provided to verify invoice amount
On 12/05/13 our office set up service with ******* from Metrolina who after a lengthy conversation informed me that this was a month to month satisfaction guaranteed service that could be cancelled anytime. An agreement was set up for $29.95 for 130 calls. On 12/15/13 we received an invoice for $76.64 for 320 calls. I immediately called to speak to ******* who stated that they had received quite a few calls and if we stayed at what we signed up for would go over. I asked him to provide the logs since we were told that we would receive them daily and never did so that I can go over payables in order to make the upgrade. He never provided the logs and after several attempts to retrieve them I again reached out on 01/08/13 to process invoice and spoke to ******* who called me " a liar who did not want to pay my bill". I attempted to explain that the reason I was calling was again to pay my bill and needed the logs to assure the payment amount and he repeatedly yelled at me saying I was nothing but a liar and wanted free service. After a while of this "attempted" conversation I disconnected the call. He then began texting all the doctors in our office that our account was going to collections and our service was disconnected. Since I have attempted to reach someone over him who could assist with our bill with no success.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Complaint Category: None of the Above - Sales Complaint Issue
Complaint: We keep receiving faxes advertising their service. We keep calling their fax removal number and faxing them back to remove our fax number to no avail.
On August 19, 2012 we got their first unwanted fax. We called their fax removal line on August 20,2012 at 2:06 p.m. But we still got another fax on August 31, 2012. On September 11, 2012, we called and spoke with *******, who gave us their fax number, and then we faxed a request back to them to discontinue faxing us. On October 24, 2012, November 17, 2012, November 22, 2012,and June 1, 2013, we again received more unwanted faxes, which we called, faxed, and emailed our request to be deleted from their fax list. On November 22, 2013, we again received their fax. We called on November 29, 2013, and spoke with *******, requesting that they stop sending us faxes, but got no satisfaction. He told us to call their fax removal line. We told him we had done that already six times, but nothing has changed and we are still receiving their faxes. ******* had no response to that. Could you please help us to get us removed from their fax list? Again, we have received a fax advertising their services. We wrote you in November 2013 about them. The complaint number is XXXXXXXX.
We want them to stop sending us faxes! We have already filed a complaint with you. We are having trouble accessing the complaint number to see what is happening if anything with our original complaint.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: None of the Above - Refund or Exchange Complaint Issue
Complaint: Metrolina owner ******* ****** refused to refund for the month of August answering service which was not rendered and instead made a threat.
On 7/31/13 I requested Metrolina to cancel their answering service starting on 8/1/13 due to their declining ability to answer phone calls. On 7/31/13, the answering service took total of 3 phone messages. A patient drove to our office in order to speak to our office as Metrolina was not answering the phone calls and a pharmacy alerted us to the same problem. When I asked to cancel the service and refund the $475 for the month of August, the owner of Metrolina ******* ******'s response that if I dispute this charge, he will personally call all the patients who have called to let them know that we are "crooks". For the entire month of August, Metrolina did not take a single phone message. So I requst that this charge of $475 be refunded. Thank you.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Complaint Category: Inappropriate behavior by customer service personnel
Complaint: After beginning service our Medical office was billed for a charge not originally agreed upon and records were never provided to verify invoice amount
On 12/05/13 our office set up service with ******* from Metrolina who after a lengthy conversation informed me that this was a month to month satisfaction guaranteed service that could be cancelled anytime. An agreement was set up for $29.95 for 130 calls. On 12/15/13 we received an invoice for $76.64 for 320 calls. I immediately called to speak to ******* who stated that they had received quite a few calls and if we stayed at what we signed up for would go over. I asked him to provide the logs since we were told that we would receive them daily and never did so that I can go over payables in order to make the upgrade. He never provided the logs and after several attempts to retrieve them I again reached out on 01/08/13 to process invoice and spoke to ******* who called me " a liar who did not want to pay my bill". I attempted to explain that the reason I was calling was again to pay my bill and needed the logs to assure the payment amount and he repeatedly yelled at me saying I was nothing but a liar and wanted free service. After a while of this "attempted" conversation I disconnected the call. He then began texting all the doctors in our office that our account was going to collections and our service was disconnected. Since I have attempted to reach someone over him who could assist with our bill with no success.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Complaint Category: None of the Above - Sales Complaint Issue
Complaint: We keep receiving faxes advertising their service. We keep calling their fax removal number and faxing them back to remove our fax number to no avail.
On August 19, 2012 we got their first unwanted fax. We called their fax removal line on August 20,2012 at 2:06 p.m. But we still got another fax on August 31, 2012. On September 11, 2012, we called and spoke with *******, who gave us their fax number, and then we faxed a request back to them to discontinue faxing us. On October 24, 2012, November 17, 2012, November 22, 2012,and June 1, 2013, we again received more unwanted faxes, which we called, faxed, and emailed our request to be deleted from their fax list. On November 22, 2013, we again received their fax. We called on November 29, 2013, and spoke with *******, requesting that they stop sending us faxes, but got no satisfaction. He told us to call their fax removal line. We told him we had done that already six times, but nothing has changed and we are still receiving their faxes. ******* had no response to that. Could you please help us to get us removed from their fax list? Again, we have received a fax advertising their services. We wrote you in November 2013 about them. The complaint number is XXXXXXXX.
We want them to stop sending us faxes! We have already filed a complaint with you. We are having trouble accessing the complaint number to see what is happening if anything with our original complaint.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: None of the Above - Refund or Exchange Complaint Issue
Complaint: Metrolina owner ******* ****** refused to refund for the month of August answering service which was not rendered and instead made a threat.
On 7/31/13 I requested Metrolina to cancel their answering service starting on 8/1/13 due to their declining ability to answer phone calls. On 7/31/13, the answering service took total of 3 phone messages. A patient drove to our office in order to speak to our office as Metrolina was not answering the phone calls and a pharmacy alerted us to the same problem. When I asked to cancel the service and refund the $475 for the month of August, the owner of Metrolina ******* ******'s response that if I dispute this charge, he will personally call all the patients who have called to let them know that we are "crooks". For the entire month of August, Metrolina did not take a single phone message. So I requst that this charge of $475 be refunded. Thank you.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
| concerned 2014-05-28 20:09:00 Unknown |
Additional Notes
Complaint Category: Improper or inferior service
Complaint: Signed w/this company for 24/7 live operator answering service. Without notice or authorization,our non-urgent calls were routed to a voicemail box.
We contracted with this company because they offered a 365/24/7 live operator answering service. Our contract indicated "Your Rate Will Never Increase". On 8/12/13 (while I was away on vacation), a fax was sent to our office noting that a voicemail box was set up for our account for routine calls. The switch from live operator to voicemail box also happened on 8/12/13 without getting our approval that this is what we wanted or to offer any other options. After returning from vacation, on 8/15/13, I found that there were 32 messages in the voicemail box that was set up without approval. I immediately contacted Metrolina Exchange and left a message for ******* (my previous contact). I received a fax from him indicating that he had received my message and indicated I should continue to use voicemail until he had the chance to formally address issue on 8/20/13 - I received no call from ******* on 8/20/13. From 8/15/13 thru 8/22/13, I called every day, leaving messages with **** because ******* was "not in the office". Nor did he return any of my calls or messages left. I also left a message for the owner, ******* ******* He also did not return my call. On 8/21/13, ******* left a message for me indicating that the voicemail box was an upgrade for our routine office messages and that our monthly bill would now be $34.99. On 8/22/13, I again called and was told that ******* was not picking up his phone. **** asked if he could help me. I told him about my dissatisfaction with the change to our account and the lack of customer service during the past week.
Points noted:
1. We signed with them for 365/24/7 live operator service with urgent messages texted to doctor and routine messages faxed to office.
2. Our rate for unlimited calls was $69.99 (our contract indicated "YOUR RATE WILL NEVER INCREASE"). In July, I received a bill with an increase to $89.99 (also without prior notification). In August, I received new statement with $34.99 for monthly charges.
3. I told him that on their website it says "Your clients reach a helpful, friendly person capable of meeting their needs instead of a cold voicemail box dead end..." and "...automatically pushing them into voicemail isn't customer friendly" and "...Associates answer telephone calls 24 hours per day, 7 days per week, 365 days per year".
**** didn't like the forcefulness of my voice and repeatedly told me to "stop talking" and "*******". He said that if I continued talking that he could just end the call now. He kept putting me on hold and coming back with "what he could do for me" - basically I could continue with voicemail for routine calls or he could give me live answering service for $149.99 per month. After going back and forth, making my points to no avail, I told **** that I was officially giving my 30 day notice to cancel account. I asked for the fax number and attention name to send letter. I also told him that I would be writing a complaint to BBB regarding the service. At this point, **** spewed a stream of expletives at me, calling me several vulgar and repulsive names and then hung up.
Shortly after this call, I received a voicemail message from ******* indicating that all of our calls would be directed to the voicemail box (both urgent and routine) and that this is how is would remain for the next 30 days until our account was deactivated.
Initial Business Response
The following contractual terms were broken: you continuously forward your phones during office hours. The rate you were quoted when you started service was for a live operator to handle all after-hours calls. You continued to forward during inappropriate time that were not indicated by your office hours.
On multiple occasions, you continued to forward an additional hour after your lunch so that the answering service was forced to pick up your slack.
As a general policy, we do not give refunds to clients who broke our contractual terms.
Let us be clear--you broke the contract. We modified it to keep your rate the same. You objected to this, so we gave you a new rate which matched your usage case.
Your urgent calls are continually received and processed. The reasons for adding a voicemail to your account for routine messages was to allocate enough resources for your delineated emergency messages. We were simply prioritizing those calls.
My question is... why are you still forwarded to our answering service as of right now 1:52PM on August 28, 2013 when you have these issues with the answering service? Additionally, do you expect us to refund you for your abuses of the service? Do you want us to refund you for the time that you are continually using the answering service as a replacement for your office staff?
Additionally, you are on a month-to-month contract. We are within every right to change the terms of your contract on a month-to-month basis. You are able to cancel services just as easily as we are able to change contractual terms.
We are confident that we have acted in the right in this situation. You called our customer service line an inordinate amount times. So, yes, some of your calls were not returned. But, it is my understanding that you were not calling about different issues each time, so I'm not sure why you expected a phone call back each time.
Because I have received this complaint through a third-party mechanism, you will now be required only to correspond through this mechanism. We will be shutting your service off as of today.
If your emergency callers were that important to you, you would have accepted and understood our reasons for changing your account to voicemail with operator revert. You didn't only use the answering service for emergency calls, however, you used it as a replacement for your office staff which has ALWAYS been against our terms.
Thank you for your correspondence,
******* ******
Final Consumer Response
When we set up the service, we were told that we could forward calls during our lunch break which is normally from 12:30 - 1:00 on patient days. If it was forwarded later and kept on after 1:00, it may have been because we went to lunch late. Unfortunately, if we are still seeing patients, we cannot leave until they are done. On our original paperwork, I did indicate that 12:30-1:00 was an approximate time.
Calls were never forwarded to the service after our lunch break was over. There may have been an overlap, but we did not purposely forward calls during our work hours other than for lunch.
I never asked for a refund of services. What I requested was reimbursement for the first month's cost to obtain a new answering service due to being forced into voicemail box.
Let me be clear, we signed up for a live operator, 24/7/365 answering service. I have the original flyer advertising your included features with each account. "Permanent Rate" "24x7 Operators" "Live Operator" are just a few of the features you have listed. When I spoke with your representative on 10/18/12, I was told that it was a "guaranteed lifetime rate". When you first increased our rate in July and then changed our service in August, you broke the contract that we had signed up for. And you did both with absolutely no notice that there was an issue.
We were still having calls processed while looking for a new service. Once the new service was retained, we fully intended to terminate services with your company.
I understand that we have a month to month contract but, as stated above, services were changed with no notification or agreement.
Yes, I called the customer service line an inordinate number of times. This was because NO ONE returned my calls to discuss the changes to our account. Including the message I left for you. Ignoring clients and hoping they will just stop calling and accept what you think is best for their office is not the way to keep their business.
I may very well have understood the changes to our account had I been informed rather than forced and then ignored when I questioned it.
I also have noticed that you chose not to address the behavior and vulgarity of ****, your representative. His filthy mouth and the way he spoke to me should absolutely be addressed, unless you condone this type of behavior. If this is how you allow your employees to speak with your clients, regardless of the situation, then I expect that this lack of customer service will continue and I am happy to be rid of your company.
Final Business Response
"When we set up the service, we were told that we could forward calls during our lunch break which is normally from 12:30 - 1:00 on patient days. If it was forwarded later and kept on after 1:00, it may have been because we went to lunch late. Unfortunately, if we are still seeing patients, we cannot leave until they are done. On our original paperwork, I did indicate that 12:30-1:00 was an approximate time.
Calls were never forwarded to the service after our lunch break was over. There may have been an overlap, but we did not purposely forward calls during our work hours other than for lunch."
Unfortunately, this does not change what I stated above. You were not promised a live operator to answer your office calls. Everyone that takes sales calls always discloses this. No one has been dishonest.
"I never asked for a refund of services. What I requested was reimbursement for the first month's cost to obtain a new answering service due to being forced into voicemail box."
As a general policy, we do not issue reimbursements
"Let me be clear, we signed up for a live operator, 24/7/365 answering service. I have the original flyer advertising your included features with each account. "Permanent Rate" "24x7 Operators" "Live Operator" are just a few of the features you have listed. When I spoke with your representative on 10/18/12, I was told that it was a "guaranteed lifetime rate". When you first increased our rate in July and then changed our service in August, you broke the contract that we had signed up for. And you did both with absolutely no notice that there was an issue."
The contract is on a month-to-month basis. Your rate was increased because of the high volume of office calls we received. The answering service still prioritizes emergency calls/those calls that require notification for the doctor. The rate increase accounted for these increased calls.
"We were still having calls processed while looking for a new service. Once the new service was retained, we fully intended to terminate services with your company."
And this is why we are not reimbursing you.
"I understand that we have a month to month contract but, as stated above, services were changed with no notification or agreement."
There is no requirement on our part to notify you of these changes, especially on a month-to-month basis. The cable company executives do not conference you in to let you know your monthly rate has changed-this is the exact same situation. As far as the answering service is concerned, we prioritize emergency calls and this was the only way we could do so.
"Yes, I called the customer service line an inordinate number of times. This was because NO ONE returned my calls to discuss the changes to our account. Including the message I left for you. Ignoring clients and hoping they will just stop calling and accept what you think is best for their office is not the way to keep their business. "
No one ignored you. What they did do is avoid contacting you because of the harassing tone and uncompromising attitude you took towards everyone you spoke with.
"I may very well have understood the changes to our account had I been informed rather than forced and then ignored when I questioned it."
You were notified via fax, which fully explained the situation and the reasons for the changes to your account. You wanted further explanation, we had none: the reasons were clearly expressed through the fax we sent you.
"I also have noticed that you chose not to address the behavior and vulgarity of ****, your representative. His filthy mouth and the way he spoke to me should absolutely be addressed, unless you condone this type of behavior. If this is how you allow your employees to speak with your clients, regardless of the situation, then I expect that this lack of customer service will continue and I am happy to be rid of your company."
You know fine and well that your attitude only escalated the customer service representative to the point of using expletives. I do not condone that activity, but neither do I condone yours. We are likewise happy to deal with clients who address account changes in a calm manner and have on multiple occasions negotiated changes that formed a compromise between both parties. In your case, you were unwilling to negotiate; rather, you felt the need to yell at all representatives you spoke with. We will not get on the phone to fight about something that is beyond our control: providing services at fair market value to all clients.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: Improper or inferior service
Complaint: They did not proivde the service we contracted for. We could not transfer to their service on 3 different occasions within 5 weeks.
We started using their service on 04/15/13; within the first five weeks we were unable to transfer our phone lines to them at night. The 1st 2 times they called very apologetic stating it was an error on the part of their long distance carrier. We are a medical office with surgical patients and emergencies; we cannot have a full night without an answering service. The third time it happened we called every phone number we had; one of which is the "emergency number' which is the president's cell phone. No one answered at any number and no one returned our messages. I called the next day and told them we were cancelling our service immediately. The president, *******, told me I would still owe him one more month because my contract required a 30-day notice. I told him I would not pay because he had not delivered the service promised in his contract. He said he needed to put me on hold. After 20 minutes I hung up and called baack. I asked for him and his receptionist told me "he left for lunch 15 minutes ago". I tried "*****" who had called us on the 1st two problems and he refused to admit who he was and said he did not know what I was talking about. He said, "I'm just going to hang up, good luck". I sent them a check for a full six weeks of service marked "paid in full"; they are refusing to cash the check and are now threatening me with filing suit in their local "superior court". they are in North Carolina we are in **********.
They are also sending threatening emails to my husband's cell phone.
Business' Initial Response
No one has received the check and we are therefore unable to refuse to cash it.
No one is threatening you, we are simply requesting payment for the services rendered. You should contact billing or the email provided below if you would like to make payment. We will be collecting payment in your local superior court, not ours. Please read the email we sent you for more information.
It is unfortunate that you were unable to forward your phones during those three occasions, but we are not responsible for service outages caused by our providers. The phone lines were back up in less than ten minutes on each occasion -- we apologize for the inconvenience, but it is impossible to guarantee 100% up time.
Thanks,
****@metrolinaexchange.com
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Complaint Category: Improper or inferior service
Complaint: Signed w/this company for 24/7 live operator answering service. Without notice or authorization,our non-urgent calls were routed to a voicemail box.
We contracted with this company because they offered a 365/24/7 live operator answering service. Our contract indicated "Your Rate Will Never Increase". On 8/12/13 (while I was away on vacation), a fax was sent to our office noting that a voicemail box was set up for our account for routine calls. The switch from live operator to voicemail box also happened on 8/12/13 without getting our approval that this is what we wanted or to offer any other options. After returning from vacation, on 8/15/13, I found that there were 32 messages in the voicemail box that was set up without approval. I immediately contacted Metrolina Exchange and left a message for ******* (my previous contact). I received a fax from him indicating that he had received my message and indicated I should continue to use voicemail until he had the chance to formally address issue on 8/20/13 - I received no call from ******* on 8/20/13. From 8/15/13 thru 8/22/13, I called every day, leaving messages with **** because ******* was "not in the office". Nor did he return any of my calls or messages left. I also left a message for the owner, ******* ******* He also did not return my call. On 8/21/13, ******* left a message for me indicating that the voicemail box was an upgrade for our routine office messages and that our monthly bill would now be $34.99. On 8/22/13, I again called and was told that ******* was not picking up his phone. **** asked if he could help me. I told him about my dissatisfaction with the change to our account and the lack of customer service during the past week.
Points noted:
1. We signed with them for 365/24/7 live operator service with urgent messages texted to doctor and routine messages faxed to office.
2. Our rate for unlimited calls was $69.99 (our contract indicated "YOUR RATE WILL NEVER INCREASE"). In July, I received a bill with an increase to $89.99 (also without prior notification). In August, I received new statement with $34.99 for monthly charges.
3. I told him that on their website it says "Your clients reach a helpful, friendly person capable of meeting their needs instead of a cold voicemail box dead end..." and "...automatically pushing them into voicemail isn't customer friendly" and "...Associates answer telephone calls 24 hours per day, 7 days per week, 365 days per year".
**** didn't like the forcefulness of my voice and repeatedly told me to "stop talking" and "*******". He said that if I continued talking that he could just end the call now. He kept putting me on hold and coming back with "what he could do for me" - basically I could continue with voicemail for routine calls or he could give me live answering service for $149.99 per month. After going back and forth, making my points to no avail, I told **** that I was officially giving my 30 day notice to cancel account. I asked for the fax number and attention name to send letter. I also told him that I would be writing a complaint to BBB regarding the service. At this point, **** spewed a stream of expletives at me, calling me several vulgar and repulsive names and then hung up.
Shortly after this call, I received a voicemail message from ******* indicating that all of our calls would be directed to the voicemail box (both urgent and routine) and that this is how is would remain for the next 30 days until our account was deactivated.
Initial Business Response
The following contractual terms were broken: you continuously forward your phones during office hours. The rate you were quoted when you started service was for a live operator to handle all after-hours calls. You continued to forward during inappropriate time that were not indicated by your office hours.
On multiple occasions, you continued to forward an additional hour after your lunch so that the answering service was forced to pick up your slack.
As a general policy, we do not give refunds to clients who broke our contractual terms.
Let us be clear--you broke the contract. We modified it to keep your rate the same. You objected to this, so we gave you a new rate which matched your usage case.
Your urgent calls are continually received and processed. The reasons for adding a voicemail to your account for routine messages was to allocate enough resources for your delineated emergency messages. We were simply prioritizing those calls.
My question is... why are you still forwarded to our answering service as of right now 1:52PM on August 28, 2013 when you have these issues with the answering service? Additionally, do you expect us to refund you for your abuses of the service? Do you want us to refund you for the time that you are continually using the answering service as a replacement for your office staff?
Additionally, you are on a month-to-month contract. We are within every right to change the terms of your contract on a month-to-month basis. You are able to cancel services just as easily as we are able to change contractual terms.
We are confident that we have acted in the right in this situation. You called our customer service line an inordinate amount times. So, yes, some of your calls were not returned. But, it is my understanding that you were not calling about different issues each time, so I'm not sure why you expected a phone call back each time.
Because I have received this complaint through a third-party mechanism, you will now be required only to correspond through this mechanism. We will be shutting your service off as of today.
If your emergency callers were that important to you, you would have accepted and understood our reasons for changing your account to voicemail with operator revert. You didn't only use the answering service for emergency calls, however, you used it as a replacement for your office staff which has ALWAYS been against our terms.
Thank you for your correspondence,
******* ******
Final Consumer Response
When we set up the service, we were told that we could forward calls during our lunch break which is normally from 12:30 - 1:00 on patient days. If it was forwarded later and kept on after 1:00, it may have been because we went to lunch late. Unfortunately, if we are still seeing patients, we cannot leave until they are done. On our original paperwork, I did indicate that 12:30-1:00 was an approximate time.
Calls were never forwarded to the service after our lunch break was over. There may have been an overlap, but we did not purposely forward calls during our work hours other than for lunch.
I never asked for a refund of services. What I requested was reimbursement for the first month's cost to obtain a new answering service due to being forced into voicemail box.
Let me be clear, we signed up for a live operator, 24/7/365 answering service. I have the original flyer advertising your included features with each account. "Permanent Rate" "24x7 Operators" "Live Operator" are just a few of the features you have listed. When I spoke with your representative on 10/18/12, I was told that it was a "guaranteed lifetime rate". When you first increased our rate in July and then changed our service in August, you broke the contract that we had signed up for. And you did both with absolutely no notice that there was an issue.
We were still having calls processed while looking for a new service. Once the new service was retained, we fully intended to terminate services with your company.
I understand that we have a month to month contract but, as stated above, services were changed with no notification or agreement.
Yes, I called the customer service line an inordinate number of times. This was because NO ONE returned my calls to discuss the changes to our account. Including the message I left for you. Ignoring clients and hoping they will just stop calling and accept what you think is best for their office is not the way to keep their business.
I may very well have understood the changes to our account had I been informed rather than forced and then ignored when I questioned it.
I also have noticed that you chose not to address the behavior and vulgarity of ****, your representative. His filthy mouth and the way he spoke to me should absolutely be addressed, unless you condone this type of behavior. If this is how you allow your employees to speak with your clients, regardless of the situation, then I expect that this lack of customer service will continue and I am happy to be rid of your company.
Final Business Response
"When we set up the service, we were told that we could forward calls during our lunch break which is normally from 12:30 - 1:00 on patient days. If it was forwarded later and kept on after 1:00, it may have been because we went to lunch late. Unfortunately, if we are still seeing patients, we cannot leave until they are done. On our original paperwork, I did indicate that 12:30-1:00 was an approximate time.
Calls were never forwarded to the service after our lunch break was over. There may have been an overlap, but we did not purposely forward calls during our work hours other than for lunch."
Unfortunately, this does not change what I stated above. You were not promised a live operator to answer your office calls. Everyone that takes sales calls always discloses this. No one has been dishonest.
"I never asked for a refund of services. What I requested was reimbursement for the first month's cost to obtain a new answering service due to being forced into voicemail box."
As a general policy, we do not issue reimbursements
"Let me be clear, we signed up for a live operator, 24/7/365 answering service. I have the original flyer advertising your included features with each account. "Permanent Rate" "24x7 Operators" "Live Operator" are just a few of the features you have listed. When I spoke with your representative on 10/18/12, I was told that it was a "guaranteed lifetime rate". When you first increased our rate in July and then changed our service in August, you broke the contract that we had signed up for. And you did both with absolutely no notice that there was an issue."
The contract is on a month-to-month basis. Your rate was increased because of the high volume of office calls we received. The answering service still prioritizes emergency calls/those calls that require notification for the doctor. The rate increase accounted for these increased calls.
"We were still having calls processed while looking for a new service. Once the new service was retained, we fully intended to terminate services with your company."
And this is why we are not reimbursing you.
"I understand that we have a month to month contract but, as stated above, services were changed with no notification or agreement."
There is no requirement on our part to notify you of these changes, especially on a month-to-month basis. The cable company executives do not conference you in to let you know your monthly rate has changed-this is the exact same situation. As far as the answering service is concerned, we prioritize emergency calls and this was the only way we could do so.
"Yes, I called the customer service line an inordinate number of times. This was because NO ONE returned my calls to discuss the changes to our account. Including the message I left for you. Ignoring clients and hoping they will just stop calling and accept what you think is best for their office is not the way to keep their business. "
No one ignored you. What they did do is avoid contacting you because of the harassing tone and uncompromising attitude you took towards everyone you spoke with.
"I may very well have understood the changes to our account had I been informed rather than forced and then ignored when I questioned it."
You were notified via fax, which fully explained the situation and the reasons for the changes to your account. You wanted further explanation, we had none: the reasons were clearly expressed through the fax we sent you.
"I also have noticed that you chose not to address the behavior and vulgarity of ****, your representative. His filthy mouth and the way he spoke to me should absolutely be addressed, unless you condone this type of behavior. If this is how you allow your employees to speak with your clients, regardless of the situation, then I expect that this lack of customer service will continue and I am happy to be rid of your company."
You know fine and well that your attitude only escalated the customer service representative to the point of using expletives. I do not condone that activity, but neither do I condone yours. We are likewise happy to deal with clients who address account changes in a calm manner and have on multiple occasions negotiated changes that formed a compromise between both parties. In your case, you were unwilling to negotiate; rather, you felt the need to yell at all representatives you spoke with. We will not get on the phone to fight about something that is beyond our control: providing services at fair market value to all clients.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: Improper or inferior service
Complaint: They did not proivde the service we contracted for. We could not transfer to their service on 3 different occasions within 5 weeks.
We started using their service on 04/15/13; within the first five weeks we were unable to transfer our phone lines to them at night. The 1st 2 times they called very apologetic stating it was an error on the part of their long distance carrier. We are a medical office with surgical patients and emergencies; we cannot have a full night without an answering service. The third time it happened we called every phone number we had; one of which is the "emergency number' which is the president's cell phone. No one answered at any number and no one returned our messages. I called the next day and told them we were cancelling our service immediately. The president, *******, told me I would still owe him one more month because my contract required a 30-day notice. I told him I would not pay because he had not delivered the service promised in his contract. He said he needed to put me on hold. After 20 minutes I hung up and called baack. I asked for him and his receptionist told me "he left for lunch 15 minutes ago". I tried "*****" who had called us on the 1st two problems and he refused to admit who he was and said he did not know what I was talking about. He said, "I'm just going to hang up, good luck". I sent them a check for a full six weeks of service marked "paid in full"; they are refusing to cash the check and are now threatening me with filing suit in their local "superior court". they are in North Carolina we are in **********.
They are also sending threatening emails to my husband's cell phone.
Business' Initial Response
No one has received the check and we are therefore unable to refuse to cash it.
No one is threatening you, we are simply requesting payment for the services rendered. You should contact billing or the email provided below if you would like to make payment. We will be collecting payment in your local superior court, not ours. Please read the email we sent you for more information.
It is unfortunate that you were unable to forward your phones during those three occasions, but we are not responsible for service outages caused by our providers. The phone lines were back up in less than ten minutes on each occasion -- we apologize for the inconvenience, but it is impossible to guarantee 100% up time.
Thanks,
****@metrolinaexchange.com
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
| concerned 2014-05-28 20:07:43 Unknown |
Additional Notes
Complaint Category: Inappropriate behavior by customer service personnel
Complaint: putting a very inappropriate message on our office line. It was **************, *********, bullying & slandering of our company. Very unprofessional
My name is ******* from ********* **** **** ****** Services. I am sending this complaint re: Metrolina Exchange in NC, which was our companies Answering Service. This Company should NOT be in business. They are VERY UNprofessional. We haven't even been using them for a year & recently we have had complaints from our clients, workerks & office personnel that the people that answer our after hour calls are rude, besides that, we don't even get half of our messages & when we do get them they are very vague. They think that they can determine what is important enough for the call to go through to office personnel. It is not up to them to decide what is or isn't important enough. There's a good reason why they are calling.
They have put a voicemail on our machine saying that "we have been disconnected due to non-payment", which is not true, we have paid all of our invoices in full. We then had started transferring our phones to our personal cell phone & last Thurs. evening February 27th 2014 somehow they were able to intercept & calls had been sent to our VP., which I guess they did us a favor because without those calls we would have not known that the calls were not being sent to the correct person. I then had called and asked for the supervisor, which again they tell me that he is not available, so then ****** in billing came on & told me that we had overages that were not paid from December 2013 which is not true. He then asked me what exactly did I want them to do for me & I asked again why/how could our phones not be transferring to my cell, he & others in the background litterly laughed at me then put me on hold, then someone picked up again & put me thru to our voicemail which said that we were disconnected due to non-payment. I then hung up & a few minutes later I received a text re: a test message and a few minutes after that I recieved another text saying "Mayday, strange message greeting playing on our office line" so I decided to have my husband call our office and there was a HORRIFIC message saying something in these words "***********************************************************************************************. We called 3 times within a 7 minute time frame approx. and then the next time it was back to the non-payment message.
THAT MESSAGE THEY HAD PUT ON WAS ******, ******, BULLYING AND SLANDERING OUR COMPANY.
I really would appreciate that you take quick action to our complaint so this doesn't happen to others.
Thank you,
*******
Business Response
Sorry such a late response. The client owed over $100 at the time of being shut off. They were shut off because their payment was not made within 2 months of being billed. We have live people answering the phones at all times, so if someone fails to pay, it means we can't pay the employees. They were made aware that their account was shut off through multiple contact methods, but failed to respond with a credit card. Rather, they deferred by telling billing that they would send us a check in the mail. They never did and they still owe the remaining portion. At the time that they describe these "injustices" against them, there account wasn't even active, so what they are saying is unverifiable and untrue.
Business Response
Additionally, there was no way for us to change the message on their machine. We don't have any way of changing the outgoing message on another party's phone line.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: Unauthorized credit card charges
Complaint: Metrolina Exchange fraudulently charged our business's credit card without authorization because ******* stated that our bill was "past due".
In December we enlisted in Metrolina Exchange's answering service. We didn't receive an invoice to our fax being out of commission at the time the bill was received. We received a call about the unpaid bill and I promptly paid over the phone with a credit card for December's bill. At that time, I requested that all bills be emailed directly to me and that a check would be sent for the invoices. I directly stated "we would not like to enroll in automatic credit card deductions, we would like to pay by check." I never signed any documents indicating authorization for future transactions and I specifically said we would not authorize any automatic payments.
Metrolina Exchange sent a bill for January via email. The first bill for January on 1/15/2014 I received stated "invoice past due" and it had the incorrect business name. The business name read ******* **** ************** and we are ****** **** *************** I requested a corrected invoice and stated that we would send a check once we received that.
I didn't receive a corrected invoice until January 28, 2014 which I assumed was the corrected January invoice since I hadn't received anything from Metrolina since requesting a corrected invoice. The due date said February 14, 2014. The check was put in the mail the first week of February.
On February 5, 2014 we received a credit card statement stating that Metrolina Exchanged charged our credit card on January 25, 2014 without any authorization from us. We were given an ACH to fill out when we signed up for this service, but as I stated before, we declined this service, never filled out the ACH paper and I directly told ******* that we would not participate in automatic payments, so while we did authorize the December credit card payment over the phone, it was stated that it was the one and only credit card transaction that was approved and that was over the phone, no form was signed. So January's automatic payment was completely unauthorized and without the consent of the cardholder.
I called Metrolina Exchange to ask why the card was charged without our consent and was verbally attacked by *******. I explained the situation with the bill and how I had requested a corrected bill and never received it until the end of the month and that we sent a check for that bill. He proceeded to verbally accost me and accuse me of not trying to pay. I asked if I could speak to someone else and I was told "no, and you service is now cut off, find a new answering service." He also pointed out that he had to change our greeting recently and I stated that it was due to the message being incorrect from the beginning. He stated that it will filled out incorrectly on the paper which is incorrect. Simple things such as our address and city were incorrect which I know very well and would not incorrect write on any forms. It was the most unprofessional exchange I've ever had with someone who is trying to conduct business. He said I was accusing him of "doing something dirty" (which it is illegal to charge a credit card without consent) and he hung up on me.
I called back to ask him what would happen with the check that we sent to which he responded, "this seems to be important to you, but it is of no importance to me" and I told him that I had the right to know what was happening to the check that was sent to his company to which he responded that telling me what he was going to do with a "hypothetical" check that was sent wasn't a pressing matter to him and he wasn't going to give me any information. I then told him I would report Metrolina Exchange to the Better Business Bureau to which he replied "I am going to report you, too!" Then he proceeded to forward me to his voicemail in the middle of the call. I was not told what would be done with the check and in fact, I was basically told that my business was not important to him and that I didn't have the right to know what was happening with the check because "it's only $30."
Initial Business Response
Is this even a complaint? The card was refunded and the check was cashed because they owed us for January service. The business needs money to operate and they were misusing the service (which, for some odd reason, always happens with people who do not want to pay their bills).
How many times do you have to say "illegally" and "unauthorized" before you go into your bank account and check for the refund?
It's interesting how you are making all of these allegations... yet our authorization gateway continues to allow us to charge credit cards... almost as if we aren't doing anything illegal or questionable with people's credit cards!
Final Consumer Response
We were not misusing the service. We were more than happy to pay provided we were billed correctly which in the 2-3 months that we received this "service" we were not. We were given one bill with the correct business name and that was the very last bill.
It really doesn't matter if the charge was refunded it's the principle of the matter which is that this business charged a credit card illegally and it was UNAUTHORIZED because they couldn't take the time to bill properly, which would have taken little to no time because all I requested was that the correct name of the business be on the bill as most people require that bills be address to their actual business before paying the bill. How many people would pay a bill not addressed to them? Not many or none.
I'm sure your authorization gateway doesn't know your contracts between every business. Most "authorization gateways" just require credit card information in order to process the payment. They don't know if the cardholder is standing right in front of you or if the cardholder has authorized the payment. That's not the job of the authorization gateway, it's the moral, ethical, and LEGAL obligation of the business to ensure that the payments they are taking are authorized. In this particular case, you had our credit card information from a one-time payment. You were told it was only authorized for a one-time payment. We did not fill out the form for ACH and clearly stated we would not be participating in ACH deductions from our credit card. Just because your credit card machine processed the payment doesn't mean it was processed legally. It, in fact, was processed illegally.
The refund really doesn't matter because the principle of the matter is that the business was too lazy to issue a correct bill with the correct business name. Therefore, our business refused to pay a bill not addressed to us (which could have been remedied in less than 5 minutes) and illegally charged our credit card.
The president of this company is arrogant and unethical, lacks morals, and lacks any kind of legal or costumer service wherewithal to run a business. He has tainted this business name by being a completely unethical and unprofessional individual who cannot appropriately or efficiently handle any type of customer complaint which is probably why his company operates under two different names ********************************************************************************************************************************************************************.
If you are considering using this service, please research. ********************************************************************. The threats he has made to numerous businesses.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: None of the Above - Advertising Complaint Issue
Complaint: We have requested to be removed from their fax list three times, yet we still continue to receive their advertisements.
First fax received and removal request made 5/20/13 via phone number provided on the fax. Second fax received and request made 6/11/13, also via phone number for fax removal. Third fax received and request for removal made 6/24/13. Spoke with woman in sales department. Fouth fax received 6/25/13.
Business' Initial Response
Please ensure that the fax number you are providing is the correct number. If you are providing an incorrect number, it may not be removed by the system.
Consumer's Final Response
We have provided the correct ten digit fax number every time.
- Received Final Response from Business 2013-07-13
You can send an email to ****@metrolinaexchange.com and I will go to advertising and verify that they have removed the number.
Business' Final Response
- Waiting for response from the individual to provide a fax number so that I can oversee its removal
Consumer Response
We have already filed a complaint with the BBB about this company and they did not stop sending faxes.
We have contacted this business multiple times about the removal of our fax number. A complaint was filed with BBB in July 2013. We received a fax 10/20/13 and emailed the manager **** to asked to be removed again. No response. We received another fax today, 11/26/2013. Since we have contacted the business by phone, email, and filed a complaint with the BBB but are still receiving faxes we are very upset. Faxes cost us money not only in paper and ink, but we are charged for everything that our printer copies, prints, or receives.
We have already filed a complaint with the BBB about this company and they did not stop sending faxes.
We have contacted this business multiple times about the removal of our fax number. A complaint was filed with BBB in July 2013. We received a fax 10/20/13 and emailed the manager **** to asked to be removed again. No response. We received another fax today, 11/26/2013. Since we have contacted the business by phone, email, and filed a complaint with the BBB but are still receiving faxes we are very upset. Faxes cost us money not only in paper and ink, but we are charged for everything that our printer copies, prints, or receives.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Complaint Category: Inappropriate behavior by customer service personnel
Complaint: putting a very inappropriate message on our office line. It was **************, *********, bullying & slandering of our company. Very unprofessional
My name is ******* from ********* **** **** ****** Services. I am sending this complaint re: Metrolina Exchange in NC, which was our companies Answering Service. This Company should NOT be in business. They are VERY UNprofessional. We haven't even been using them for a year & recently we have had complaints from our clients, workerks & office personnel that the people that answer our after hour calls are rude, besides that, we don't even get half of our messages & when we do get them they are very vague. They think that they can determine what is important enough for the call to go through to office personnel. It is not up to them to decide what is or isn't important enough. There's a good reason why they are calling.
They have put a voicemail on our machine saying that "we have been disconnected due to non-payment", which is not true, we have paid all of our invoices in full. We then had started transferring our phones to our personal cell phone & last Thurs. evening February 27th 2014 somehow they were able to intercept & calls had been sent to our VP., which I guess they did us a favor because without those calls we would have not known that the calls were not being sent to the correct person. I then had called and asked for the supervisor, which again they tell me that he is not available, so then ****** in billing came on & told me that we had overages that were not paid from December 2013 which is not true. He then asked me what exactly did I want them to do for me & I asked again why/how could our phones not be transferring to my cell, he & others in the background litterly laughed at me then put me on hold, then someone picked up again & put me thru to our voicemail which said that we were disconnected due to non-payment. I then hung up & a few minutes later I received a text re: a test message and a few minutes after that I recieved another text saying "Mayday, strange message greeting playing on our office line" so I decided to have my husband call our office and there was a HORRIFIC message saying something in these words "***********************************************************************************************. We called 3 times within a 7 minute time frame approx. and then the next time it was back to the non-payment message.
THAT MESSAGE THEY HAD PUT ON WAS ******, ******, BULLYING AND SLANDERING OUR COMPANY.
I really would appreciate that you take quick action to our complaint so this doesn't happen to others.
Thank you,
*******
Business Response
Sorry such a late response. The client owed over $100 at the time of being shut off. They were shut off because their payment was not made within 2 months of being billed. We have live people answering the phones at all times, so if someone fails to pay, it means we can't pay the employees. They were made aware that their account was shut off through multiple contact methods, but failed to respond with a credit card. Rather, they deferred by telling billing that they would send us a check in the mail. They never did and they still owe the remaining portion. At the time that they describe these "injustices" against them, there account wasn't even active, so what they are saying is unverifiable and untrue.
Business Response
Additionally, there was no way for us to change the message on their machine. We don't have any way of changing the outgoing message on another party's phone line.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: Unauthorized credit card charges
Complaint: Metrolina Exchange fraudulently charged our business's credit card without authorization because ******* stated that our bill was "past due".
In December we enlisted in Metrolina Exchange's answering service. We didn't receive an invoice to our fax being out of commission at the time the bill was received. We received a call about the unpaid bill and I promptly paid over the phone with a credit card for December's bill. At that time, I requested that all bills be emailed directly to me and that a check would be sent for the invoices. I directly stated "we would not like to enroll in automatic credit card deductions, we would like to pay by check." I never signed any documents indicating authorization for future transactions and I specifically said we would not authorize any automatic payments.
Metrolina Exchange sent a bill for January via email. The first bill for January on 1/15/2014 I received stated "invoice past due" and it had the incorrect business name. The business name read ******* **** ************** and we are ****** **** *************** I requested a corrected invoice and stated that we would send a check once we received that.
I didn't receive a corrected invoice until January 28, 2014 which I assumed was the corrected January invoice since I hadn't received anything from Metrolina since requesting a corrected invoice. The due date said February 14, 2014. The check was put in the mail the first week of February.
On February 5, 2014 we received a credit card statement stating that Metrolina Exchanged charged our credit card on January 25, 2014 without any authorization from us. We were given an ACH to fill out when we signed up for this service, but as I stated before, we declined this service, never filled out the ACH paper and I directly told ******* that we would not participate in automatic payments, so while we did authorize the December credit card payment over the phone, it was stated that it was the one and only credit card transaction that was approved and that was over the phone, no form was signed. So January's automatic payment was completely unauthorized and without the consent of the cardholder.
I called Metrolina Exchange to ask why the card was charged without our consent and was verbally attacked by *******. I explained the situation with the bill and how I had requested a corrected bill and never received it until the end of the month and that we sent a check for that bill. He proceeded to verbally accost me and accuse me of not trying to pay. I asked if I could speak to someone else and I was told "no, and you service is now cut off, find a new answering service." He also pointed out that he had to change our greeting recently and I stated that it was due to the message being incorrect from the beginning. He stated that it will filled out incorrectly on the paper which is incorrect. Simple things such as our address and city were incorrect which I know very well and would not incorrect write on any forms. It was the most unprofessional exchange I've ever had with someone who is trying to conduct business. He said I was accusing him of "doing something dirty" (which it is illegal to charge a credit card without consent) and he hung up on me.
I called back to ask him what would happen with the check that we sent to which he responded, "this seems to be important to you, but it is of no importance to me" and I told him that I had the right to know what was happening to the check that was sent to his company to which he responded that telling me what he was going to do with a "hypothetical" check that was sent wasn't a pressing matter to him and he wasn't going to give me any information. I then told him I would report Metrolina Exchange to the Better Business Bureau to which he replied "I am going to report you, too!" Then he proceeded to forward me to his voicemail in the middle of the call. I was not told what would be done with the check and in fact, I was basically told that my business was not important to him and that I didn't have the right to know what was happening with the check because "it's only $30."
Initial Business Response
Is this even a complaint? The card was refunded and the check was cashed because they owed us for January service. The business needs money to operate and they were misusing the service (which, for some odd reason, always happens with people who do not want to pay their bills).
How many times do you have to say "illegally" and "unauthorized" before you go into your bank account and check for the refund?
It's interesting how you are making all of these allegations... yet our authorization gateway continues to allow us to charge credit cards... almost as if we aren't doing anything illegal or questionable with people's credit cards!
Final Consumer Response
We were not misusing the service. We were more than happy to pay provided we were billed correctly which in the 2-3 months that we received this "service" we were not. We were given one bill with the correct business name and that was the very last bill.
It really doesn't matter if the charge was refunded it's the principle of the matter which is that this business charged a credit card illegally and it was UNAUTHORIZED because they couldn't take the time to bill properly, which would have taken little to no time because all I requested was that the correct name of the business be on the bill as most people require that bills be address to their actual business before paying the bill. How many people would pay a bill not addressed to them? Not many or none.
I'm sure your authorization gateway doesn't know your contracts between every business. Most "authorization gateways" just require credit card information in order to process the payment. They don't know if the cardholder is standing right in front of you or if the cardholder has authorized the payment. That's not the job of the authorization gateway, it's the moral, ethical, and LEGAL obligation of the business to ensure that the payments they are taking are authorized. In this particular case, you had our credit card information from a one-time payment. You were told it was only authorized for a one-time payment. We did not fill out the form for ACH and clearly stated we would not be participating in ACH deductions from our credit card. Just because your credit card machine processed the payment doesn't mean it was processed legally. It, in fact, was processed illegally.
The refund really doesn't matter because the principle of the matter is that the business was too lazy to issue a correct bill with the correct business name. Therefore, our business refused to pay a bill not addressed to us (which could have been remedied in less than 5 minutes) and illegally charged our credit card.
The president of this company is arrogant and unethical, lacks morals, and lacks any kind of legal or costumer service wherewithal to run a business. He has tainted this business name by being a completely unethical and unprofessional individual who cannot appropriately or efficiently handle any type of customer complaint which is probably why his company operates under two different names ********************************************************************************************************************************************************************.
If you are considering using this service, please research. ********************************************************************. The threats he has made to numerous businesses.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
Additional Notes
Complaint Category: None of the Above - Advertising Complaint Issue
Complaint: We have requested to be removed from their fax list three times, yet we still continue to receive their advertisements.
First fax received and removal request made 5/20/13 via phone number provided on the fax. Second fax received and request made 6/11/13, also via phone number for fax removal. Third fax received and request for removal made 6/24/13. Spoke with woman in sales department. Fouth fax received 6/25/13.
Business' Initial Response
Please ensure that the fax number you are providing is the correct number. If you are providing an incorrect number, it may not be removed by the system.
Consumer's Final Response
We have provided the correct ten digit fax number every time.
- Received Final Response from Business 2013-07-13
You can send an email to ****@metrolinaexchange.com and I will go to advertising and verify that they have removed the number.
Business' Final Response
- Waiting for response from the individual to provide a fax number so that I can oversee its removal
Consumer Response
We have already filed a complaint with the BBB about this company and they did not stop sending faxes.
We have contacted this business multiple times about the removal of our fax number. A complaint was filed with BBB in July 2013. We received a fax 10/20/13 and emailed the manager **** to asked to be removed again. No response. We received another fax today, 11/26/2013. Since we have contacted the business by phone, email, and filed a complaint with the BBB but are still receiving faxes we are very upset. Faxes cost us money not only in paper and ink, but we are charged for everything that our printer copies, prints, or receives.
We have already filed a complaint with the BBB about this company and they did not stop sending faxes.
We have contacted this business multiple times about the removal of our fax number. A complaint was filed with BBB in July 2013. We received a fax 10/20/13 and emailed the manager **** to asked to be removed again. No response. We received another fax today, 11/26/2013. Since we have contacted the business by phone, email, and filed a complaint with the BBB but are still receiving faxes we are very upset. Faxes cost us money not only in paper and ink, but we are charged for everything that our printer copies, prints, or receives.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
- See more at: http://www.bbb.org/raleigh-durham/business-re ... aints#breakdown
| LoL 2014-05-07 00:08:07 Unknown |
Numerous complaints........... from customers who never paid their bills, lol. It's too bad the doctors on the service trust him highly. Maybe because he does a good job? I love working for the company and he cares a lot about his clients. The only thing he is guilty of is being straight up and honest with the clients. If you perceive honesty as being rude, then you should steer clear and go with a business that will lie to you and raise your rate every 3 months. Some clients' rates have been _lowered_ because he is more interested in being fair than greedy. We have doctors retiring with our service... that is they trust us up until the end of their career.
Sorry you're salty about someone not kissing your a**, but maybe you should have paid your bills on time? A** kissing isn't free. Oh and also... sorry, but he knows how to run a business. The corporation has been on an upward growth since it started and the revenue is on an upward curve. Businesses don't get that way from "having no clue on (sic) how to run a business".
Sorry you're salty about someone not kissing your a**, but maybe you should have paid your bills on time? A** kissing isn't free. Oh and also... sorry, but he knows how to run a business. The corporation has been on an upward growth since it started and the revenue is on an upward curve. Businesses don't get that way from "having no clue on (sic) how to run a business".
| concerned 2014-01-29 01:06:23 Unknown |
As you can see there have been numerous complaints filed against Metrolina Exchange. Mr Parker has no clue on how to run a business. You can see in the reviews how he is still cussing out DRS and patients. He is a joke and no DR should ever sign up with him. He has no morals and the way he talks to people is sickening. I will see that he gets put out of business.
| Renea 2013-09-05 21:07:27 Unknown |
you idiot his release date is april of 2015 .
| :) 2013-07-08 18:57:15 Unknown |
It's cute that you think he'll be out soon. I envy your optimism.
| amanda 2013-07-04 21:32:27 Unknown |
is this cora brock ? http://www.youtube.com/watch?v=jzakIu1vjSo&list=PL08ADB90E3911BF3E
| :) Renea 2013-06-18 21:01:34 Unknown |
no he wont get prison for life fools he didnt kill anyone .... he will be out before you all know it and its almost over
| a friend :) 2013-04-20 08:52:59 Unknown |
http://webapps6.doc.state.nc.us/opi/viewoffen ... ults&listpage=1
hopefully will be in the NC Dept of prisons for years
hopefully will be in the NC Dept of prisons for years
| :) 2013-04-15 08:09:24 Unknown |
Ron and Seth have not even begun to pay for their mistakes. It's such a shame that 2 people could rip off so many innocent folks and think they could get away with it. By the way, how is Ron's trial coming along? Do we get the pleasure of knowing he gets life in prison?
| Spoiledgrandmanc@aol.com 2013-03-11 20:49:03 Unknown |
Ron and Seth have paid for the mistakes they made why cant you just leave them alone? Get a life and worry about whats going on in your own closet!!!!
| Spoiledgrandmanc@aol.com 2013-03-11 20:45:52 Unknown |
For your information I have no part in any answering service and havent for a long time.I didnt steal anything so get your facts right!
| Evan 2013-01-21 17:07:35 Fax Machine |
http://www.secretary.state.nc.us/corporations/Corp.aspx?PitemId=10008607
You mean... this corporation that is legally registered...? Not sure what the big fuss is about.
You mean... this corporation that is legally registered...? Not sure what the big fuss is about.
| Christian 2012-11-26 18:08:38 Debt Collector |
Ronald Brock is in jail in Raleigh NC as promised. His bond is over 1 million dollars.. He (Ronald Brock) said that they would never bring him back to NC because he wasn't extraditable. I guess someone made some adjustments to fix that. He will face ALL of the crimes he commited.
http://www.justmugshots.com/north-carolina/raleigh/229086
http://www.justmugshots.com/north-carolina/raleigh/229086
| sweetjustice 2012-11-06 23:39:06 Unknown |
betty you low life. get a job.
| .. 2012-11-06 23:21:28 Unknown |
Crickets.....
| Boo!!!! 2012-10-25 18:58:36 Unknown |
http://www.secretary.state.nc.us/corporations/Corp.aspx?PitemId=10008607
It is Mr. Parker running the business. We can only hope he is playing by the rules. Has anyone any complaints against Metrolina Exchange?
It is Mr. Parker running the business. We can only hope he is playing by the rules. Has anyone any complaints against Metrolina Exchange?
| Susan 2012-10-25 14:49:40 Fax Machine |
Back again...this time as Metrolina Exchange. Beware of these sleezebags.
| Susan 2012-10-25 14:48:01 Fax Machine |
Just a heads up.....seems these jerks are back in "business" now going by Metrolina Exchange. The number on the fax is 888-670-9868. They have a website and there is a picture of Seth. Beware....
| spoiledgrandma 2012-06-26 16:09:08 Unknown |
I am not the scammer so do what you want
| disgruntles 2012-06-11 06:30:36 Unknown |
http://www.bustedmugshots.com/illinois/chicago/ronald-ray-brock/55466801
SOOOO nice to see that he was arrested....again, hopefully this time he won't get out.
SOOOO nice to see that he was arrested....again, hopefully this time he won't get out.
| Spoiledgrandma 2012-06-06 13:55:59 Unknown |
Ok Parker how did you get a bank account from fort sill national bank in quality answering service???
If it wasnt your company you shouldnt have a checking account saying its yours.
Oh and your grandma needs to be paid back-but first pay the people you took the money from!!!!
If it wasnt your company you shouldnt have a checking account saying its yours.
Oh and your grandma needs to be paid back-but first pay the people you took the money from!!!!
| Spoiledgrandma 2012-06-06 13:50:35 Unknown |
I did sell the busisness once parker and you sold it over and over again and the money went into your fort sill national bank account you had for Your Quality answering service remember that??
You better leave me and my family alone.
Ron wants nothing to do with you and never wants to hear from you again--your dead to him !!!!!!
THANK YOU GOD !!!!! The wicked witch is dead !!!!!
You better leave me and my family alone.
Ron wants nothing to do with you and never wants to hear from you again--your dead to him !!!!!!
THANK YOU GOD !!!!! The wicked witch is dead !!!!!
| --- 2012-06-05 17:17:16 Unknown |
https://app.sos.ky.gov/ftshow/%28S%28occ4lifv ... &ct=09&cs=99999
| -- 2012-06-05 17:12:12 Unknown |
Check with Georgetown Police.. They were out to interview Betty Jozwiak in January 2010 where she had no knowledge of selling her answering service. That is because she was covering up her selling it. Quality Answering belong to her and was moved several times being ran out of her home on golden eye court, coachmans place and post oak path
| -- 2012-06-05 07:30:03 Unknown |
what was your business address betty for quaility answering service. was it 145 goldeneye court, coahmans place or postoak path hmmm. who knows with your scamming a**.
| william seth parker 2012-06-02 02:12:49 Unknown |
Hello,
This woman Betty Jozwiak is repeatedly harassing me on this board. She is posting slanderous
comments, threatening me and using my real name. Her nick name on the board is 'SpoiledGrandma'.
Please erase the comments she has posted with my name, as they are not true and are considered defamation of character in the state of North Carolina.
If she continues doing this I am going to open a lawsuit against her.
Here are your terms of service that she is breaking:
* Is known by you to be false, inaccurate or misleading
*claims the identity, characteristics or qualifications of another person
is unlawful, threatening, obscene, vulgar, pornographic, profane or indecent including any communication that constitutes (or encourages conduct that would constitute) a criminal offense, gives rise to civil liability or otherwise violates any local, state or federal law
Thank You.
William Seth Parker
This woman Betty Jozwiak is repeatedly harassing me on this board. She is posting slanderous
comments, threatening me and using my real name. Her nick name on the board is 'SpoiledGrandma'.
Please erase the comments she has posted with my name, as they are not true and are considered defamation of character in the state of North Carolina.
If she continues doing this I am going to open a lawsuit against her.
Here are your terms of service that she is breaking:
* Is known by you to be false, inaccurate or misleading
*claims the identity, characteristics or qualifications of another person
is unlawful, threatening, obscene, vulgar, pornographic, profane or indecent including any communication that constitutes (or encourages conduct that would constitute) a criminal offense, gives rise to civil liability or otherwise violates any local, state or federal law
Thank You.
William Seth Parker
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