Kania Qui
map-marker North Andover, Massachusetts

Consumer Rights Law Firm; Needs lesson in professionalism

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This is what I put on their BBB site: I found this company because I was getting repeated phone calls from a debt collector at work. I had no idea who they were (the debt collector) because they would never be a voice on the other line. I did some research and found this company with extremely positive reviews on their BBB profile. There was nothing negative on their page which is a rarity. I decided to take a chance and filled out the "client inquiry" form (May 15). I got an e-mail from a representative of the firm doing a follow-up. He said he tried to call me but when I checked my personal phone number, it showed no missed calls. I went to the website again and called the toll-free number. I let it ring twenty times but no one answered. I filled out another inquiry form (May 16) and told my story again. I received a response from the same representative asking me for the debt company's name and phone numbers. I gave them a list of numbers associated with the company and notated the one that had called me multiple times. After that, I heard nothing from them. I waited almost a week then did a follow-up email. Two days and no response. I found the company's site on Facebook and sent them a private message. I got a response and explained my situation to the associate again. The associate told me that the representative I'd been in contact with worked in another office but the message would be passed on and expect to hear something on Tuesday (May 30). I checked my phone all day but there was no message. I wrote down the phone number that was given to me via Facebook and called it today, only to have it to go to messages. I then sent them an email whereby I received a response a few hours later asking me to call. I did and the person I spoke to (Scott) said the representative I was involved with was on the phone. He would call back in ten minutes. I did not receive a response in ten minutes. Instead, I received an email asking for information that I had previously sent over a week ago. I saved all correspondence with this firm for reference. I would have thought it was the proper thing for the firm to save copies as well. Apparently not. I hate to cast disparaging remarks on this company since every one seems to have good things to say but it doesn't seem professional for a prospective client to get the run-around. Because of this, I am searching for another firm to possibly take care of my concerns. I had a representative of the second firm contact me today. Hopefully I will have a more positive experience with this new group. Below is the company's response to my comment: This individual is not a client of this law office. This individual did reach out to our law office for assistance and requested that our office only contact her via email which we adhered too. Our office was always in contact with this individual and due to the three hour time difference (the consumer is located on the west coast) a call placed after hours would have gone unanswered. After reviewing the individuals situation the individual did not qualify for our services and we would not be able to assist the consumer. As a law office we decide which cases qualify for our assistance and we can either accept or deny help. I have to paraphrase my response to this comment because it will not be posted on the BBB page until sometime tomorrow. First off, the constant communication is incorrect. I waited three days before I did my first follow-up email then waited another few days before I sent the private message via Facebook where the person I spoke to told me, he couldn't locate my information. Secondly, I DID try to call the office. The toll free number rang a good twenty times with no answer and I called at around ten my time which would have been one on the East Coast. Also, I tried to call the phone number which was given to me only for it to go to messages. I then thought I got the number wrong so I took down the number given to me via email from a Scott. I called back when their office was still open taking in consideration the time difference only to find that Matt who was my initial contact was on the other line. Scott said he'd call back. He did not but he sent an email asking for my information all over again. Thirdly, if there was nothing they could do to assist, why could they not simply tell me that within the first few days instead of waiting for me to bring it up with the BBB? I even indicated in my follow-up email that I would appreciate a response even if there was not anything they could do for me. This does not speak well for their level of professionalism and I wish to let the company and potential clients know that. Now the other firm I located after my experience with this group, responded to me twice within the first day I sent the inquiry email. They reviewed the information I sent and they believed I had a case but they wanted more information. It was refreshing to see that someone actually took the time and effort to at least listen to my issue instead of passing me around like a cheap parcel. I believe this is a lesson that needs to be learned by Consumer Rights Law Firm.
View full review
  • Rep on facebook was helpful
  • Fact that no one picked up their toll free number
  • Lack of communication from the investigator
  • Claim that i did not contact during business hrs when i did
Reason of review:
Poor customer service

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