Drug Testing Compliance Group

I have listened to the call that took place and no where in the call did my sales agent advise the customer that he was from the DOTPlease advise if you would like the recording of the call and I can send over with a email you would like it sent to No where in the call did the customer ask to confirm who they wereWe also let them know at the point of sale the information on the charge they will receiveServices were performed for the customerWe mail every customer a packet which states are company name, every document that we advised they will receive as well as all of our contact informationAt any time the customer could call the number provided and we are always more then happy to provide to them a description of who we are and any additional information that assures our customers that they are in good handsWe provide a compliance management service to each customer that provides assurance for all compliance needs, avoiding any failures on Safety Audits an if required by state law Drivers are placed into a consortium for drug and alcohol testingWe value each customer and when a customer calls we ensure 100% satisfaction

I
understand that after applying for a DOT Number you receive a lot of
high pressure sales callsIt can be a confusing timeInterestingly
enough, the training manager was sitting with our newest team member,
*** ***He contacted you on 11/to verify that you had all of
the
compliance knowledge you needed to feel confident for your safety
auditHe informed you that you could complete all the services on your
own, walked you through how to do it, as well as warned against other
companies who like to practice a high pressured sales approach. After
*** was done he provided his work number and direct extension to
ensure if you had any questions that you had a good contact to reach out
to for directionAfter the call, *** was actually coached due to the
fact that he gave away all the information, and yet never offered to
complete the services for youHe never even mentioned a price!I
think that this customer has us confused with one of the many
compliance agencies; two in fact use extremely high pressured sales
tacticsIt would not suprise me if we were the third plus company to
contact the customer and at that point in time, we all sound the same.With that being said, his demand has been metWe do, however, appreciate the spotlight of the unethical tactics used by our competitors that dirty this industry.We choose to be different

As I listened to the call that took place between you and Mr***, it clearly states that he is not with the DOT and repeated himself with this clarification multiple timesWhen you spoke with Mr***, he advised of our cancellation policy and followed company protocolWe currently have
a day cancellation policy unless fees and taxes were paid to the government or services were renderedWe inform you of these policies via email ( for written verification) as well as over the phoneAfter you reviewed this document, you proceeded and services were renderedDTC Group ensures you become in compliance with the FMCSA as quickly as possible as most of our customers have a safety audit occurring within a short period of timeYour driver qualification file was completed and mailed to you just as we explained in the earlier processesAgain, we explain who we are, what we are doing for you as well as complete the service in the quickest amount of timeWe also give you the guarantee that if you get pulled over or have your audit we stand behind you and verify your complianceThis is a lot like when you purchase car insuranceYou do not need the insurance unless an officer is pulling you over or you are having to prove this at the DMVIs it to call and cancel days after signing up and request a refund? Our service is very similar DTC Group does value your business and take pride in the work we do to ensure your complianceI apologize if your service was not satisfactory to your needsI can assure you that our company agents work very hard at ensuring honesty, integrity and good business practices

Attached we have provided an agency agreement form which the customer signed and returned to usIn this agreement it clearly states who we are as well as an agreement that the customer wishes to designate DTC as its agent for the services that have been contractedFor the customer to state that she thought we were the DOT is clearly contradicting to the document that she signed and returned to usThe customer opted out of the month contract when she went to the Attorney General which was clearly stated to her In the matter of not updating her application with the EIN, in the beginning of the call the customer and *** did discuss and *** advised the customer to remind him at the end of the call to update, *** did fail to remember to update the information and takes responsibility for this mishap

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintThe single reason is that this company and its representative stated to me that they were the DOT's official representative to guide companies through the processAfter verifying with the DOT, they are notI still stand behind my original statement of high pressure sales tactics and outright misrepresentation of their company
Regards,
*** ***

This
is what I call a case of miscommunicationI sincerely apologize for
the confusion with this issueThis customer called in outside of our
cancellation policy ( which they signed and agreed to) to request a
refund for services that were renderedPer our company policy, if you
happen
to qualify for a refund based on certain circumstances, we need
to have the product returnedThe information that was not explained to
me was that they called in, spoke to a representative that gave the
client an incorrect address ( we apologize, that representative was new
and should not have been dealing with the correspondence of this issue
That situation has already been corrected and the appropriate response
has been made within the company.) At the moment we received the new
found knowledge, the transaction was immediately refunded with approval
from management and an apology was mailed to the company.So,
in short, the money was refunded once the appropriate details were
givenDTC Group is sorry for the inconvenience and confusion about this
issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We listened to this call and this is not what happened. I'm not interested in a he said/she said argument when this customer clearly has a story he wants to stick to. We will work with his bank. Thank you.

I apologize for
any misunderstanding that occurred, Mr. [redacted] identified himself and our
company multiple times during the call. During the sales call you were asked
the question, do you cross state lines and you told him that you do on
occasion. That would make it a federal requirement to...

have a driver
qualification file. I can see you have changed your application to intrastate,
since we have spoken last, which would Shift the focus from federal regulations
to state regulations. Looking at the regulations for the state of Minnesota, It
is a requirement to keep a driver qualification file if you are a private
carrier.(hauling your own tools, product, or material) Here is a link to
dot.mn.us where there is a user friendly fact sheet, provided by the state of
Minnesota, Backing my previous statement. http://www.dot.state.mn.us/cvo/factsheets/dq.pdf.
Now I have checked our call logs andI have no record of your attempted contact or any voicemails
from you or anyone that provided your company’s dot number, name, or contact
information. I was able to confirm that we attempted to contact you 3 times the
day of the sale. We left voicemails 2 of the 3 times. We attempted to reach you
on 8/18, 8/20, and 8/24 and left a voicemail every call with no response. Our
last attempt to contact you was on 8/26 we did not leave a voicemail because
the mailbox was full. We made every attempt to reach you to no avail. At this
point it has been 3 months since you opted for our services and we have
dedicated time and resources in the pursuit to complete the services you
enlisted us to do. We will be unable to offer a refund at this time per
our cancellation policy which was told to you over the phone and sent
electronically as well, but we would be happy to complete the services we have
started for you.Tell us why here...

To: Revdex.com Re: Customer complaint To whom it may concern:  My name is [redacted] and I am the President of DTCGroup. We specialize in helping OT drivers be in compliance with various DOTregulations that apply to new DOT applicants.  My compliance agent [redacted]...

[redacted] at no point advise hewas from the DOT. He advised the customer that he is a compliance agent thatservices all compliance needs. Based off of the FMCSA regulations for hisstate, the customer was required to have a driver qualification file perRegulation 391. This file is required during any safety audit that transpireson any driver. If at the time of a safety audit they do not have all of the necessarydocuments they may be fined. We are a 3rd party compliance serviceprovider. In the Agency Agreement that they customer signed it clearly reviewswho we are and what we do for each customer. When a customer signs this agreementthey are agreeing to all terms and conditions and are informed on the detailsof our business.  At no time did [redacted] misrepresent himself based off therecorded call. He kept the customer informed of all FMCSA and DOT regulationsand requirements and gave the expectation to the customer that he would assistthe customer on all compliance needs. This service is like having insurance.You pay for the services and when something happens ( like an accident, loss,etc) we are there to cover damages and assist with safety audits, drug andalcohol consortiums if they gain employee drivers and assistance on allgovernment filings. Proper cancelation and refunds were administered andservices were performed for the customer.  We are registered with the Attorney General, are servicesare certified and we are a legitimate, successful company that prides ourselveson our honesty and integrity,  Regards,[redacted], PresidentDTC Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My name is [redacted] and I am the President of DTC
Group. We specialize in helping OT drivers be in compliance with various DOT
regulations that apply to new DOT applicants.
 
My compliance agent [redacted] at no point advise he
was from the DOT. Your
compliance agent didn’t advise he was DOT, but he said he was looking at an
application only the FMCSA had access to. 
Clearly his intentions from the beginning were to confuse me.  To me, this erases the fact that during the
conversation he mentioned “Drug Testing” (part of your company name). He never
made sure that I was aware he was a 3rd party offering help with an
application that is FREE.  He also asked
questions regarding the application and pretended to be making changes to
it.  This continues to be misleading because
I only filed with FMCSA.I believe he used
coercion when he questioned (and accusing the manner in which he questioned
me) whether I had seen the writing above the application in RED that clearly
stated not to file the application unless I was in compliance.  I let him know that the link above the
application for instructions was broken. 
He continued to make me believe he had the actual application. He
advised the customer that he is a compliance agent that
services all compliance needs. Based off of the FMCSA regulations for his
state, the customer was required to have a driver qualification file per
Regulation 391. This file is required during any safety audit that transpires
on any driver. If at the time of a safety audit they do not have all of the
necessary
documents they may be fined. We are a 3rd party compliance service
provider. Applicant is aware
of other requirements for compliance, but this complaint is regarding a refund
for your compliance agent having used deception and coercion in obtaining our
business.  In the Agency Agreement
that they customer signed it clearly reviews
who we are and what we do for each customer. The confusion with the name of your company is that is
states “Drug Testing” and applicants are aware of drug testing requirements. What
was not clear is that you are not someone within the FMCSA assisting drivers
with compliance.  This fact still
indicates that your agent could have been someone who had the application I filed
with the FMCSA (because he made me believe it) and someone in the department of
the FMCSA who deals with drug testing compliance.  When a customer signs this agreement they
are agreeing to all terms and conditions and are informed on the details
of our business. Anyone,
outside your company, who listens to the recording from this transaction, should
be able to hear my confusion and that your complianceagent never slowed down
to make sure the agreement was read and understood.  He indicated see at the top and somewhere
down the middle and below I would find a place to sign and initial. 
 
At no time did [redacted] misrepresent himself based off the
recorded call. He kept the customer informed of all FMCSA and DOT regulations
and requirements and gave the expectation to the customer that he would assist
the customer on all compliance needs. Your statement above only helps to prove that your agent continued to
inform the applicant of the FMCSA regulations and not focused on his 3rd
party involvement.  This service
is like having insurance.
You pay for the services and when something happens ( like an accident, loss,
etc) we are there to cover damages and assist with safety audits, drug and
alcohol consortiums if they gain employee drivers and assistance on all
government filings. Proper cancelation and refunds were administered and
services were performed for the customer.  I am sure your company is very helpful to those you assist, but I
would like to have been given the choice whether I needed your 3rd
party assistance at this time without misleading and coercive tactics. 
We are registered with the Attorney General, are services
are certified and we are a legitimate, successful company that prides ourselves
on our honesty and integrity,
Thank you for letting me know who else I can present my complaint to. 
To further prove my point of your company’s deception, minutes
after speaking to your compliance agent, [redacted], I called Chase Bank
for assistance in getting my money back. 
Chase did a conference call with someone in your office who only
defended your company’s position, said I couldn’t get my money back, but had already extended my membership to 18 months and that was all she could offer.  I
told her that IF I was not getting my money back I expected nothing but great
service from this point forward.  She said yes that is what we are here for.  She also said that there is no return on monies after three days and after signing the agreement.  Well Sir, this can only indicate bad business
practices because, if this is true, there is not a time when money and
agreements are signed that this would apply because as a company registered with
the Attorney General, I don’t think it would be a lawful business transaction to
take money without having signed and agreed on services.  This means that there is never a three day
cancellation for anyone.    
To further prove my point, on July 27, almost a week later from the
time your agent claimed to have made changed to my DOT application. I contacted
TXDMV and they could not assist me because my application is still wrong. 
I am also being delayed in finding insurance because the application
was wrong up to July 27.  Your agent
never made the changes like he pretended to be making. Could this be because
he didn’t have access to the FMCSA application like he pretended?
On July 27, I called Mr. [redacted] and I told him that the application
he claimed to have corrected is still wrong. 
After dealing with his frustration and questions about why I contacted
the Revdex.com he transferred me to Rebecca.  I
asked Rebecca to verify if the changes were made on the application and she
said no, but said she was making them now. 
She also said there was not mention of an 18 month membership because I
never agreed to it when it was offered. 
I clearly told the agent whom Chase contacted that if your company was NOT
giving my money back I expected nothing but great service from this point forward.  How was that not clear?
I am a hard working person who is trying to get ahead in life.  Starting a business is not cheap and I don’t
have money to throw away. 
I would greatly appreciate the return of my money so that I can find
an agency of my choosing and that I can trust. 
I will await your response. 
A copy of this will go to the Attorney General.
Regards,
[redacted]

I have listened to the call that took place and no where in the call did my sales agent advise the customer that he was from the DOT. Please advise if you would like the recording of the call and I can send over with a email you would like it sent to.  No where in the call did the customer ask...

to confirm who they were. We also let them know at the point of sale the information on the charge they will receive. Services were performed for the customer. We mail every customer a packet which states are company name, every document that we advised they will receive as well as all of our contact information. At any time the customer could call the number provided and we are always more then happy to provide to them a description of who we are and any additional information that assures our customers that they are in good hands. We provide a compliance management service to each customer that provides assurance for all compliance needs, avoiding any failures on Safety Audits an if required by state law Drivers are placed into a consortium for drug and alcohol testing. We value each customer and when a customer calls we ensure 100% satisfaction.

[redacted]Hello. First I would like to begin by stating that the money was refunded as promised the same day in which you originally requested the money to be returned. My company understand that you seemed not sure what you authorized, therefore we wanted to give you the opportunity to look...

into the regulation and make the choice for yourself. At this point in time,  I would also like to let you know exactly what you purchased,  although we discussed it multiple times, you still seem unsure of the service. You purchased a Driver Qualification File according to Federal Regulation 391. Our company name is Drug Testing and Safety Compliance meaning we deal with a wide variety of compliance needs from the Random Drug Testing Pool that CDL drivers must be in, all the way to the vinyl stickers that Farm Plated vehicles must have on their vehicle to be in compliance. So again, you did not pay for the drug testing program. I am sorry that you feel that we were fraudulent to you and your company, however we simply explained what you needed and you authorized us to help you. Lastly, we only contacted you one time today. When you fill out the DOT Application your information is accessed by multiple companies including compliance companies, insurance agents, brokers, and more. Again, your transaction has been voided already. Thank you for your patience.  Please contact us if you need anything in the future.Thank you![redacted]