Dear Revdex.com and customer,We have received the customer's complaint. We want you to know that we take complaints very seriously. Upon receiving the complaint, I ordered our quality assurance team to review the call. It appears the agent, used inaccurate language when referencing the...
road side service ("True Protect") and failed to clarify that the fee for True Protect is a separate, stand alone cost, in addition to any premium paid by the customer. As such, I have instructed our customer service team to refund the $75 enrollment fee and cancel the customer's True Protect service.We sincerely apologize for any frustration experienced by the customer. Our goal is to create long-term trusting relationships with our customers. To that end, we have taken several steps towards improving our customer experience, from training to call monitoring. While not perfect, we are constantly trying to improve our processes and correct mistakes when we catch them. We hope this satisfactorily addresses the customer's concerns. Please let me know if you have any further concerns.Sincerely, Spencer H[redacted]Associate In-House Counsel
Dear Revdex.com and Customer,We have received the customer's complaint. We want you to know that the we take customer complaints very seriously. As an insurance agency, our success is entirely dependent on the long-term relationships we can establish with our customers. To that end, I...
reached out to our quality assurance team to review the sales call involving the customer.Upon review, it appears that in the process of selling the customer a motorcycle policy, the agent also sold the customer a roadside policy entitled TrueProtect. However, it was determined that the agent failed to adequately inform her that the TrueProtect was a separate charge. For that reason, we have reached out to the customer and cancelled herTrueProtect service and refunded the $100 fee.While nothing can be 100% perfect, Clearlink has several protocols in place to ensure the quality of the sales process for our insurance products as well as TrueProtect. We provide ongoing training to our agents regarding the appropriate disclosures. We have a quality assurance team that listens to calls and gives each agent a score for compliance. And agents are incentivized and disciplined based on their compliance scores. We sincerely apologize for the customer's experience and we do not believe this represents the intentions of Clearlink. We hope that the steps taken adequately address her concerns. Please let us know if you need anything else from us.Sincerely,Spencer H[redacted]Associate In-House Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear customer and Revdex.com:We have received the customer's complaint. We want you to know that we take customer complaints very seriously. Upon receipt of the complaint, I ordered an immediate review of the sales call in question. Upon review, the agent failed to follow proper protocol in...
presenting the additional roadside service. After growing frustrated with the sales agent, the customer hung up, called back, and spoke with a customer service agent who removed the unwanted roadside service and bound the auto policy as the customer requested. We sincerely apologize for the actions of the sales agent on this call and any frustration experienced by the customer. The agent's actions do not represent the standards expected at our company. We want you to know that the agent has been formally disciplined and will received additional training about how to properly present our products.We hope this resolves the matter satisfactorily. Please let me know if there is anything else you need from us.Sincerely,Spencer H[redacted]Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint. We want you to know that we take complaints very seriously. Upon receiving the complaint, I ordered our quality assurance team to review the call. It appears the agent, used inaccurate language when referencing the...
road side service ("True Protect") and failed to clarify that the fee for True Protect is a separate, stand alone cost, in addition to any premium paid by the customer. As such, I have instructed our customer service team to refund the $75 enrollment fee and cancel the customer's True Protect service.We sincerely apologize for any frustration experienced by the customer. Our goal is to create long-term trusting relationships with our customers. To that end, we have taken several steps towards improving our customer experience, from training to call monitoring. While not perfect, we are constantly trying to improve our processes and correct mistakes when we catch them. We hope this satisfactorily addresses the customer's concerns. Please let me know if you have any further concerns.Sincerely, Spencer H[redacted]Associate In-House Counsel
Dear Revdex.com and Customer,We have received the customer's complaint. We want you to know that the we take customer complaints very seriously. As an insurance agency, our success is entirely dependent on the long-term relationships we can establish with our customers. To that end, I...
reached out to our quality assurance team to review the sales call involving the customer.Upon review, it appears that in the process of selling the customer a motorcycle policy, the agent also sold the customer a roadside policy entitled TrueProtect. However, it was determined that the agent failed to adequately inform her that the TrueProtect was a separate charge. For that reason, we have reached out to the customer and cancelled herTrueProtect service and refunded the $100 fee.While nothing can be 100% perfect, Clearlink has several protocols in place to ensure the quality of the sales process for our insurance products as well as TrueProtect. We provide ongoing training to our agents regarding the appropriate disclosures. We have a quality assurance team that listens to calls and gives each agent a score for compliance. And agents are incentivized and disciplined based on their compliance scores. We sincerely apologize for the customer's experience and we do not believe this represents the intentions of Clearlink. We hope that the steps taken adequately address her concerns. Please let us know if you need anything else from us.Sincerely,Spencer H[redacted]Associate In-House Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear customer and Revdex.com:We have received the customer's complaint. We want you to know that we take customer complaints very seriously. Upon receipt of the complaint, I ordered an immediate review of the sales call in question. Upon review, the agent failed to follow proper protocol in...
presenting the additional roadside service. After growing frustrated with the sales agent, the customer hung up, called back, and spoke with a customer service agent who removed the unwanted roadside service and bound the auto policy as the customer requested. We sincerely apologize for the actions of the sales agent on this call and any frustration experienced by the customer. The agent's actions do not represent the standards expected at our company. We want you to know that the agent has been formally disciplined and will received additional training about how to properly present our products.We hope this resolves the matter satisfactorily. Please let me know if there is anything else you need from us.Sincerely,Spencer H[redacted]Associate In-House Counsel