Not resolved

We hired AnswerNet to fulfill the following services: o Collect information from callers; o Provide quotes to callers; o Relay all information collected to Ideal Cleaning Services via text message and email.The agreed upon pricing plan was $170.00 per month with a $150 setup fee (see below mention of scripting fee) which included up to 200 calls.

Once the service had been evaluated, we were planning to upgrade to a larger plan due to a high volume of calls. As the owner of this company, I provided very detailed instructions on how the calls should be answered, provided specific pricing guidelines and spoke directly to the manager overseeing the operators before we went live. In addition, we paid a $150.00 scripting fee to set up customized scripting because AnswerNet considered the requested script overly complex and outside of normal offerings. (The finalized web script was not done with the drop-down menus as promised.) From the start of service, calls were poorly handled.

Customers were given incorrect quotes, information was omitted from text and email messages and approximately 80% of the messages were difficult to understand due to poor grammar and omitted details. I had to personally spend an unnecessary amount of time reaching out by telephone to the office manager and the office assistant (both were unresponsive to email) to fully understand the messages. This defeats the entire purpose of the service. Furthermore, the delay between getting a text message and the email version (which is a more detailed version of the information) was about 30-40 minutes.

This delay is not acceptable for my business and there is no reason for the delay to be so long. Due to poor customer service we loss a fair amount of prospects because by the time we got back to the client they had already hired another company. As a result of the substandard service, we received two negative online write-ups because AnswerNet had given customers incorrect quotes. This is absolutely unacceptable, as this is one of the core services AnswerNet had been hired to perform.

Because I felt that we were charged for services that were not being provided, about 12 days into service I personally reached out to AnswerNet and requested a refund of $150.00 due at the end of the month. I offered to continue services for the remainder of the month and to pay the remaining balance of $170. Instead, they offered us one month of free service, but since I had no confidence in the service being offered, I declined the offer.

Since the scripting we paid for was essentially disregarded (the script varied from message to message) I feel that the $150 refund is a fair request and would appreciate your consideration on the matter.

Review about: Cleaning Service.

Review #427678 is a subjective opinion of a user.

Not specified
Reason of Review / Monetary Loss Not specified / $2000
Preferred solution Not specified

Had an Experience with AnswerNet?

Submit review


Comment as anonymous or
Terms of Service
Post Comment
Be first to start a discussion.

You May Also Like

"One of the new employees hired at Cat Spec Oregon OH. comes with a strong warning of Caution. She inappropriately speaks to her male married co workers. She does not..." Read more
"Sam provides a program as many other digital marketers do. Its basically the same program, how to find clients based on FB ads, video or webinar and then close them..." Read more
"I have been chasing Sam Ovens for the past 10 days regarding an answer on my refund request and I did not receive any answer. The customer service has been..." Read more
"I have been told Choice Ticketing would be the best system for the money. I ran into many bugs in system that I and my employees use EVERY DAY! When..." Read more
"Brand seal 0 444570. Mondelez International group 04050030586500, 04050030588600. Honey Maid I purchased a box of Honey Maid Cinnamon Grahams on Saturday March 25, 2017. I am extremely disappointed in..." Read more
"I purchased a computer (Dell) from QVC back on 1/2014 and with this laptop computer came a lifetime guarantee with PC Treasures that I would have a lifetime guarantee to..." Read more
"I was excited at the idea of coordinates collection to put down the coordinates of where my wife and I met and have it stamped on a piece of jewelry..." Read more
"If you go to that page you will see what Greystar does! I have went and reviewed other properties owned and operated by Them And Eastern Arcadia Investments, and apparently..." Read more