Appletree Answering Service

Review: I signed a contract with Appletree Answering service last year for $500 per month with a clear and voiced concern with several contacts that I wanted to remain in that budget and was told the rep would be overseeing my account so that would not happen. I called in number times regarding terrible service and issues their staff not being properly trained, even on the basics. Address, time, they kept trying to call in to schedule appointments which we don't make appointments. Number times they were informed of not doing an adequate job. The contract started on 9/9/13 . November 1st I received my AMEX bill with a charge of $2314.07. At this point, I had not received any notification, bill or phone call regarding the exuberant overcharges. I called that day to inform them it was grossly overcharges from our agreement. On the phone I was then told, "By the way, the current charges are already about $3000 due for the next month" I immediately stopped the service and told them it was unacceptable. I anticipated a $500 monthly bill. Without any notice or warning, I received charges of $5217. I understand the overcharges are in the contract but I strongly voiced my concern about going over prior to signing the agreement and was told not to worry, they would be overseeing the account so that would not happen" I tried to come to an agreement with Appletree to pay for my $500 per month but they are not willing to come to terms with their unethical business practice. In December I called into their main line and randomly asked how they protect this from happening so their are no excessive over charges and was told on the phone by "[redacted]" they always do a "Complimentary Review" on all accounts so no one is overlooked. Please note I am fully aware I signed a contract that states I will be charged for minutes over my contract. I could see a few hundred dollars but over $4000 without any knowledge I was over is extraordinarily excessive and extremely unethical business practice. I am a small business owner and Revdex.com member. I just can't believe they can justify these charges for 2 months before I ever received any invoice, bill or call. I just showed up on my AMEX statement on Oct 24th which arrived in the mail the first week of November.Desired Settlement: I am requesting a refund for $4127 for the overcharges.

Business

Response:

Stericycle Communication Solutions (Legacy Appletree Answering Service) was a third party call center for Valley Medical Weight Loss from September 11, 2013 until October 30, 2013. During this time they signed a contract for a plan that included a set number of minutes and an additional fee for each overage minute. During the first billing cycle their calls were well in excess of the rate plan they requested. Detailed messages were taken and provided to the client daily. We also supplied usage reports that can be accessed by our clients 24x7 via our secure website at no additional cost. We allow our clients to make changes to their billing plans anytime through the billing cycle.

Review: I contracted with this company on May 10/2013 for answering service needs. From the beginning I had issue after issue and by July 11 2013 I had enough and needed to move to another company for the sake of my customers and business. I sent notice to let them know. At that time I requested my final bill be sent BEFORE charging my credit card. I was emailed a final bill for 552.30 on 7/17/2013 which she had dated for July 10/2013? She clearly stated in the email this was my final bill. Thank God I saved every email from this company, which clearly shows the lack of professionalism on their part and the repeated lies they have made to me. My Credit card was charged $1202.30 on 7/24/2013! As seen in emails correspondence I was told by [redacted] this was completely unacceptable and apologized for this. Stated as in the past will have a resolution by a certain day and time and of course those days come and go! The last response I received from this company was:

From: [redacted]

Sent: Thursday, August 29, 2013 8:44 AM

To: [redacted]

I forwarded this to the billing department – I will follow up with them today and have someone get back to you. Thank you.

[redacted] appletree Answers

p: [redacted]Desired Settlement: I want what was promised in the email on 7/24/2013:

5/10/2013 $725- Base Rate and Activation charge ($650 for May and $75.00 activation fee)

6/10/2013- $650 Monthly rate for June 2013

6/10/2013- $329.30 for what she is stating is minutes over the $650 base rate (We have been VERY slow and I never had overages with the other service when we were BUSY!)

7/10/2013- $650 for July (As stated on the invoice she was going to credit this back)

7/10/2013 $552.30 my FINAL bill for JULY PERIOD!

Clearly stated in email my full amount paid for my time with them should be $ 1845.13

As of today 9/3/2013 they have charged my credit card $2906.60!!!

An overcharge on my card of $1061.47

When she stated in emails I was getting credits the credits NEVER happened on my card.

Business

Response:

RE: Revdex.com ID [redacted]

I reached out to [redacted] as soon as I became aware of her concerns. We regret that her experience was not typical of Appletree customers.

Based on details provided, I was aware that she was looking for a refund of $1,061.47. I was able to confirm with [redacted] that $650 was returned on September 5, 2013 and I provided her a confirmation that the remaining $411.47 was returned on September 9, 2013.

At this time [redacted] is not interested in discussing options for a new start with Appletree. Internally we will review all the details going back to the beginning of the relationship. We apologize for the any delays in satisfying this relationship and for any inconveniences along

the way.

Consumer

Response:

Received the $411.47 refund receipt yesterday, has not posted to my card yet. I received the $650 credit on my card 9/9 (Showed up online) I appreciate FINALLY getting my refund for the overpayment they took two months ago!

Thank you for your help. Ironic that I was getting no where until I sent complaint to Revdex.com. Thank you for your help

Review: For the past years this company has alter statistic that make our company lose a lot of potential customers an d also mishddle existing customers request that affect our customer services
You have between to representatives on the floor, this including the supervisors
lines assigned – which we had calls not answeredVoicemail/Abandoned
During our promotion your representatives are answering other vendors calls
aWhich means our account is not on your number priority
bYou do not alert your representatives when our promotion is on or from where the promotion is coming fromYour representative asked our client if he heard it on “Lo Se Todo”? when the promotion was on “Dando Candela”This affects our metrics
There’s no sense of urgency on the call, they take too much time on the callWhich leaves no time to handle other callsThere’s no call management
Teleconteste was unable to offer a solution to satisfy our demands, even though we have been on the issue for several months nowOn the other hand, they had told us that they will lower their personnel, being that they consider being over-staffThey said that their overhead is excessive between 6pm-8pm
Our recommendation is to move the operation, being that Teleconteste has no interest in meeting our needs.Desired Settlement: we want a complete refund of the past months of billing as a fair compensation of all our losses
Business
Response:
We appreciate the opportunity to respond to this complaint
We have valued our relationship with ACT Security for over three years, and are surprised and concerned about a mis-match of expectations based on this letter
During our three years working together, [redacted] has visited our location several times and sat alongside our managers as they monitored callsWe have met to address his needs and concerns by our industry standards
We also pride ourselves on transparencyWe provide access 24-to the reporting data via http://www.AppletreeInsights.com, a proprietary web-based call statistics dashboard which [redacted] has access to, may listen to recordings, and can review the data at any timeThis transparency means there is no opportunity for staff to alter the information, as it is transmitted directly from our call switchIn addition, any staff found altering reports would be considered in breach of employmentWe take such feedback very seriously
Our staff meets with [redacted] Account Executive on a weekly basis, discussing statistics, opportunities for improvement, and upcoming promotionsWe appreciate knowing about promotions a minimum of one week in advance, as a successful advertisement can send a burst of calls to our centerWith appropriate warning, we can staff our center to handle these calls within [redacted] expectationsHowever, when we receive 1-hours notification, it is difficult to respondWe suggest a promotional calendar may assist
Lastly, in an effort to keep [redacted] cost within his budget, we do pool resourcesWere [redacted] to invest in dedicated “exclusive” resources instead of designated “shared” resources, he could ensure peace of mindHowever, that is a budget trade-off that to date has not been of interest to ACT Security
We recognize it is not possible to satisfy requirements of all our customers, however we work hard to earn the business of each and every organization we serveWe welcome an opportunity to re-visit the conversation with [redacted] and ACT Security
Consumer
Response:

Review: The month of June 2013, I signed up with Appletree answering service based on the ad stating try answering service for 60 days and you can cancel and receive $100.00 back if you don't like the service. I paid $150.00 to sign up with Appletree answering service. As it turns out I did not like the service based on when customers called my phone number which was forwarded to Appletree answering service the greeting stated that "the number was not in service" and these were new customers calling from a radio ad customers that I had lost due to my phone number stating not in service. I spoke with Appletree customer service and they credited my account for the month of August in the amount of $75.00 which is the monthly cost of the service, due to Appletree's error in having a greeting to state that my phone number was disconnected. So when September 1, 2013 rolled around I cancelled the service because this error cost me a lot of damage and a waste of radio air time costs. Appletree refuses to refund me my $100.00 they state that the $75.00 was an offer and the $100.00 credit can not be combined with any other offer, which is crazy. I paid $150.00 to Appletree answering service to have a live person to answer my phone calls when customers call not to have an answering service statethat my phone number is disconnected. I want my $100.00 credit as the ad stated and the credit to my account in August was not an offer that was Appletree's error of not doing there job.Desired Settlement: To pay me my $100.00 back as the ad stated on a credit card, I will not give out my tax id number to be taxed on my money that has already been taxed.

Business

Response:

RE: Revdex.com ID [redacted]

I reached out to [redacted] as soon as I became aware of her concerns. Although I have not been able to reach her directly, I am confident we can address any outstanding issues.

Summary of events...

Started service on July 1st

Discontinued service on August 31st

Amount charged

$75 Set up fee

$75 for July Base Rate

$75 for August Base Rate

Total = $225

Amount paid

$150 on June 24th

Credits

$75 courtesy credit (issued on July 30th)

$100 Promo Credit

Total = $175

Based on the different of above mentioned items, Appletree will return $100 to [redacted] Appletree's policy for returns must fall into one of the below options...

1) Return the $100 credit to the same credit card that was used for your initial $150 payment.

2) We need your Tax ID to mail you a check.

Unfortunately, it is not possible for us to place credits on a new credit card, different than the one used for the initial $150 payment. Please contact me at the below number for any questions or for a decision on how you would like to receive the credit. I can be reached directly at 3[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: We are due a refund in the amount of $465. This refund stems from three months of billing (October - December 2009) that occurred despite our account being canceled. Our customer reference number is [redacted] and our account number is [redacted] Please advise when our refund will be processed.

Thank you in advance for your help,

[redacted]Desired Settlement: Seeking a refund for $465 (3 months of service * $155/month)

Business

Response:

We appreciate the opportunity to respond to [redacted]concern. We spent Jan 2010 through April 2010 trying to proactively reach his firm without response, before discontinuing service. After this time, we sent the account to a collection agency for non-payment.

Until early 2010, we were unaware that [redacted] had requested to end service. We do not have documentation reflecting the discontinuation notice in December 2009. Given the time that has passed, we welcome any written notice [redacted] may provide to confirm the date of disconnect.