Blue Ocean BPO

Dear Revdex.com, Please find below our response to the complaint submitted by *** ***. As a reference, please see an excerpt from our signed agreement with *** *** pertaining to cancellations: - Cancelling this agreement This is a minimum term agreement that
is only cancellable inside the minimum agreement term as a result of poor performance or by way of paying a cancellation fee equivalent to two (2) months full serviceThis fee is not consumable. Cancelling due to poor performanceThis can only be done by way of written email warnings coursed through THE CUSTOMER’s Account Manager no less than days apart from each other.Here are the details of our history with the customer: *** *** completed On Boarding and was made aware of the process to issue performance warnings and also fully aware of her point person post sale for any VE performance concerns or account concerns.Her first VE (*** *** ***) and her 1st job warning in July was acknowledged and I immediately replaced her VE with a higher tier VE and more experience which is *** ***(seasoned VE and was already a team leader in previous VE role home based)Since *** started with her in July up until DecI have not received any task concerns from her, no VE concerns and no emails on any errors or major back logs in fact in our *** conversations she has often told me that *** was a very good help to her and confirmed that she is content and happy with her current VE. I also gave her full use of ***(Our Tier CPA) to utilize free of charge so that her unused hours will be worked on as she needed help in Bookkeeping. On Dec*** requested to for the price list of 10HPW contract for VE which *** (BDM) thought was for another VE that *** would hire.*** confirmed that she wanted to downgrade, after BDM reviewed it was seen that she is still within her year contract so down grade may not be possible.*** expressed that she is not pleased that she is unable to downgrade.*** then went on a long vacation almost weeks which halted the bookkeeping tasks since *** had critical questions for her before he proceeded reconciling her books. Upon returning from her weeks vacation, she sent this performance issues email ( please see below ) Although she has enumerated here the VE concerns, after review with *** we decided (on the job warning process of job warning sent with an interval of days) The graphic artist that *** is pertaining to in the email is a 'favor' extended by *** to her, we did not charge her for that but let the artist do a one time work for her (within her hours) And the other job warnings she is pertaining to was not sent to me nor was I informed in any of our calls or *** chat, she told me she sent these VE concerns to her previous VE(*** ***) and a VE is not responsible for accepting or taking job warnings from their own clients. *** and I agreed after receiving the email below that we will consider this as just job warning (making it now after her VE replacement) so her total is job warnings. In my last meeting with *** Jan19th - I explained to her the job warning process and she was not accepting the details/resolution and wants out of the contract. I was on scheduled leave from Jan- and saw *** also reach out to her after I provided *** with details but *** said she wants out and we can sue her and all communications go to her lawyer.New proposed Resolution : The new resolution for *** *** is to remove her cancellation charge balance (months January and February) remove her from Debt Collectors list(if she is in it already) Mia's Performance Email : Hello ***,After returning from vacation, I’ve had some time to sit and review both ***’s activities over the past month in addition to reviewing the work quality from all of the staff assigned to me since I began my service with Blue Ocean in June I have some serious concerns about Blue Ocean’s ability to provide me the service that I need moving forward.As you know my first VA, ***, did not work out due to poor performance and I was reassigned ***There was also an attempt to assign me a graphic designer which was a disaster and you agreed to not charge me for that workI had to go to a local resource and pay for that project to be completedI then had to retrain a new VA (***) which was working out ok - however, I did not assign him a lot of tasks because it took me more effort to reexplain some things that to just do it myselfSo on October 27th I worked with *** to retrain him and give him a list of basic recurring tasks to complete on a daily, weekly and monthly basisHe was trained and clearly told that I expected him to take the lead on these tasks as I would not have time to remember or remind himSome of these basic tasks included following up on past due invoices on the 1st and 16thMonitoring my admin email addresses on a daily basis and posting pre-drafted social post every MondaySince October, I’ve had to remind *** on more than one occasion to post on MondaysI checked the admin email accounts yesterday and *** has not checked the entire month of DecemberI asked him about it and I received just a “i’m sorry”There were several important emails that he did not address or check in with me about because he didn’t bother checking the emails. If I cannot rely on *** for basic tasks like this, there is no point in me having a VA.On a separate issue, I had many unused hours and thought I’d try using one of your accounting VAs to reconcile my quickbooksI was assigned *** in November and set him up on my books and explained my tasks and expectationsI initially gave him a hard deadline of December 23rd to complete this project. I feel like I’ve been very patient and done everything in my power to communicate tasks and expectations and I am no longer confident in the support that I am receivingI had to check in several times to see how he was progressing as I saw no activity on my Quickbooks onlineHe waited until the week of December 9th to start inquiring on the books for my input and then on December 21st requested an extension on my original deadline - which I approved to extend to the 31st (although disappointed- as he had weeks)He then waits until the 29th to inquire more on questions to complete his tasksIt is now January 12th and my books are still not reconciled as he needs more information that he had over weeks to clarify with meI am now well beyond my deadline to submit books to my CPA and now need to find someone local to close outNot acceptable.I also attempted to work with your company to adjust my hours based on the above and it took weeks for you guys to come back to me with an answerThat answer was that you were unwilling to reduce the hoursAgain, not acceptable.I’ve given this a lot of thought and taking all of this into consideration this is not a good working relationshipBetween the staff members that I’ve worked with in your organization over the past months I have little to no confidence in the talent at Blue OceanI feel like I am well beyond my patience with training, retraining and over-communicating my admin needsI am also well beyond my strikes in terms of poor performance with Blue Ocean and thus would like to cancel my contract with Blue Ocean due to poor performanceThis has been a financial commitment with hardly any return on my investment and I do not wish to continue to use Blue Ocean as a BPO provider.Please confirm receiptI’d like to make this cancellation effective by Monday, January 16thThis will give me time to close out any access and files that *** and *** have access to.Thanks,*** *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although all of the list of activities provided by Blue Ocean is not 100% factual, I find that their proposed resolution to release me from my contract without any cancellation fees and to not file collection my company is satisfactory to me as I want this matter closed.
Regards,
[redacted]