Budget Blinds of Coeur d' Alene

Upon receipt of the complaint, [redacted] was contacted immediately on the same day.  She was reached to find out that an update to her fax number was the issue that needed resolution.  She also requested some help wiht the Patient Intake Form feature in our application.  Phone call was...

pleasant and ended the call with a very happy customer.  [redacted] has been followed with since that incident day.Details:Friday, 2/12[redacted] tried to call Onboarding for assistance with a Fax issue. Our new phone system did not allow her to get through and after about an hour [redacted] finally left a voicemail and sent in a ticket to Support.The Onboarding manager got the email about the Revdex.com complaint that afternoon. While researching it, our team independently saw the voicemail ticket and tried to contact [redacted].A manager called [redacted]. He got no answer so he also emailed [redacted].A service did get through on a second attempt - resolving the issue as stated above.Monday, 2/15Our service rep also responded to the support ticket email as normal but got no response from [redacted] so the ticket was closed. By this time the issue had been resolved.An account rep emailed [redacted] referencing the voicemail and asking if she needed further assistance. [redacted] responded that the issue had been resolved by Support and the only thing she needed was to schedule another Therabill training. That training was scheduled for 2/19.We have apologized for not delivering the service at the level that we are accustomed and reconciled with the member.  She has not had any other complaints to date.  We consider this case to be closed with a great outcome as the member has expressed positive interactions with our team.  We look forward to continuing to work with [redacted] as needed and hope that she will be become a raving fan of WebPT and our service.