Dear Revdex.comI am writing in response to the email dated 9/14/15
(Complaint # [redacted]) regarding a complaint issued about Foley Carrier
Services:Complaint
Involves:
“Customer
Services Issues”
Customer’s Statement of the Problem:
1) “...they have mislead us and
charged us (and continue to...
charge) for unseen services...”2) “Now, we are wondering if they are associated with a company
entitled: [redacted] as we are receiving text messages and e-mails
from them and being charged for unknown services.”1) “...they have mislead us and charged us (and
continue to charge) for unseen services...”Upon investigating this complaint
we found that the client purchased the following services from us on 6/10/15
for a total of $364.00:·
Products and Services Purchased:o Pre-Paid
Pre-Employment Testo Drug &
Alcohol Testing Programo Background
Screening Serviceo Regulation
Manual The Client
has received the following services from Foley Carrier Services: o
Pre-Paid
Pre-Employment Test:§
The Pre-Employment test was completed on 7/10/15. The Collection Site made an error though and
administered an Alcohol test during the same visit, which is not required for a
Pre-Employment test under the DOT regulations.
So in good faith, we credited the client the $49.00 for the Alcohol Test
the Collection Site administered in error. o
Drug &
Alcohol Testing Program§
The Customer was added to our Drug Testing
Program and was selected for a Random Drug Test. Per our Drug Testing Program, we communicated the
notification to him, but he did not complete his test. o
Background
Screening Service:§
Client purchased one Background
Screening Service (BSS) for Driver [redacted] on 6/10/15·
The client filled out our Initial Screening
Pack (ISP) and through a few different communications supplied all the necessary
information needed to carry out the BSS. ·
8/13
- File was closed as complete and sent to the client o
Regulation
Manual:
§
Shipped.2) “Now, we are wondering if they are associated with a company
entitled: [redacted] as we are receiving text messages and e-mails
from them and being charged for unknown services.” Foley is in no
way affiliated or associated with a company called [redacted]. In summary:Foley Carrier
Services charged the client a one-time total of $364.00, not the suggested $600.00,
and have supplied products and executed services for all the purchased items. We also, in good faith, credited him the
$49.00 for the Alcohol Test he took that was administered in error by the
Collection site and was not required. Please let
us know if you require any further information regarding this complaint. We are happy to supply you with any
additional information you may need.Best
Regards, Sheila
L[redacted]Manager of
Marketing & Communications###-###-####[redacted]
Dear Revdex.com:
I am writing in response to the email dated 4/6/16
(Complaint #[redacted]) regarding a complaint issued against Foley:
Complaint Involves:
“Contract
Disputes”
Customer’s Statement of the Problem:
“After
9 months of service they sent an email saying we had to renew or lose...
our
compliance with the DOT. They had tried to charge us on March 7. Thank goodness
we had changed banks and the credit card they had on file was no longer good! I
called them back several times asking for an explanation and was told we were
"in a pool" so that although our contract said it was for annual
services, they required us to renew before 4/1/2016. Our contract is dated
6/11/2015.
At Foley, we take great pride in providing our customers
with an exceptional level of service. One of the key ways we do this is by
making sure they stay compliant.
When you enrolled in our drug and alcohol program on June 3,
2015, you were being enrolled for the entire second quarter of 2015 – which ran
from April 1 through June 30. The testing pool that you participated in is
managed and measured quarterly; your start date and testing percentages were
based on a 4/1/2015 program start date as stated on your contract. This is to both manage your compliance and
prevent any compliance issues with the overall pool. If you take a look at your
contract, you’ll see this information stated above your signature line:
·
Program
enrollment date: June 3, 2015
·
Program
start date: April 1, 2015
The correspondence you received from us on March 7th
was an annual renewal reminder for clients subject to auto-renewal as outlined
in your signed contract. These reminders are sent out well in advance notifying clients
of the planned date of the transaction, the amount to be charged and the last
four digits of the credit card on file. These
courtesy reminders sent in advance are important in both preventing costly
compliance gaps – which could occur if your program lapsed and to ensure our
clients are actively engaged in the decision to renew.
As a participant in our comprehensive program, your $318 annual
fee was based on our then-current rate of $159 per driver. This is a flat
program cost that includes everything needed to maintain a compliant program
including:
·
Random, reasonable suspicion and post-accident
tests
·
Laboratory collection fees
·
Medical Review Officer services
·
A Drug & Alcohol Program Policy
While other providers may charge less per driver, they may
also bill separately for random tests, collection fees and MRO services –
making it difficult for us to fairly compare our costs. During your program,
for example, you completed one random drug test – the cost of which was
included in your annual fee. Should you have been randomly selected each month,
your costs wouldn’t have changed.
Because we honored your contract and provided you with a
full 12 months of compliant coverage, we are unable to issue a refund at this
time.
Please let us know if you require any further information
regarding this complaint. We are happy to supply you with any additional
information you may need.
Best Regards,
Sheila L[redacted]
Manager of Marketing & Communications
[redacted]
Complaint: [redacted]
I am rejecting this response because: They called and informed me of the error, but I still do not have any past drug test results that are needed for employee files.
Sincerely,
[redacted]
Dear Revdex.com, I am writing in response to the email dated 7/1/15
(Complaint #[redacted]) regarding a complaint issued about [redacted]
Services:
“This companies employees call misrepresenting themselves as someone from
the Government calling about DOT making it sound...
official”
Desired
Settlement:
Business to stop it's deceptive practices. Stop calling people once you have
been asked to stop. No harassing phone calls
Upon investigating this complaint we located and reviewed a
total of 5 phone call interactions with this prospective client as follows:
6/5/15
- Outbound call that resulted in a voicemail message left for
the prospect Inbound call from prospect where the sales person identified
himself as being a representative of [redacted] Services. Prospect did not ask to be removed from our
call list.
6/8/15
– outbound call that resulted in a voicemail message left for the prospect
6/24/15–
outbound call that resulted in a voicemail message left for the prospect
6/30/15
– outbound call that the prospect answered and asked to be removed from our
call list for the first time and was removed immediately.
We take the issue of misrepresentation seriously and we
require sales representatives to read a disclaimer before processing any credit
card information. We also use a scripted
introduction for our sales team. This includes a clear disclaimer that [redacted] Services is not affiliated with the Department of [redacted]. In
addition, we include a clear disclaimer on all communications with our clients.
We have no reason to misrepresent
ourselves and are proud of the work we do and the positive reputation that we
have earned with the vast, vast majority of our clients.
We also have a policy to remove a prospect from our call
list immediately upon receiving a request to do so. The prospect requested that we remove them from
our Call List on 6/30/15, that request was executed the same day and she has
not received any further calls from [redacted] Services.
Please let us know if you require any further information
regarding this complaint. We are happy
to supply you with any additional information you may need.
Best
Regards,
[redacted]
Manager of
Marketing & Communications
[redacted]
[redacted]
Complaint: 11310682
k
I am rejecting this response because:June 11, 2015 through March 30, 2016 is in no way 12 months of service. Whatever they need to do to administrate 12 months of service is not our concern. Since I am required by the government to have 12 months of coverage, I feel the policies in place by Foley are coercive.So was the phone call from them offering a discount if I continued with their services. I want a refund of 2 months of the fees. I have already taken my business elsewhere and I will encourage others to do the same. I would like the Department of Transportation to require that Foley give 12 months of coverage for the fee they are charging. Otherwise, Foley should lose their ability to provide services to truck companies. This will protect others from being wrongfully taken advantage of in their attempt to keep their drivers compliant with the DOT requirements.
Sincerely,
[redacted]
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.
The business acknowledges receipt of my termination request on 2/28/2018 and therefore should agree that I am eligible for Buyout and/or termination of my contract on 05/29/2018 which is 90 days from receipt of my letter.
Sincerely,
[redacted]
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]
I am writing
in response to the email dated 9/4/15 (Complaint # [redacted]) regarding a
complaint issued about Foley Carrier Services:
“I am rejecting this response because: They called and informed me
of the error, but I still do not have any past drug test results that are
needed for employee files.”
Based on
further investigation we could not identify any missing drug test results the
client was referencing. We reached out
to the client on 09/10/2015 at 4:15 PM EDT to better identify what past drug test results she was missing,
and she informed us she had the referenced drug test results in hand and the issue was
resolved.
Please let
us know if any further information is required regarding this complaint. We are happy to supply any additional
information needed.
Best
regards,
Sheila
L[redacted]Manager of
Marketing & Communications###-###-####[redacted]
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]
From: Lindsey B[redacted] [mailto:[redacted] Sent: Thursday, August 24, 2017 9:33 AM To: [redacted] Subject: FW: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted] Dear Revdex.com: I am writing in response to Complaint...
#[redacted], which was submitted on 8/23/2017. This complaint involved refund or exchange issues, with the desired outcome being a full refund of the purchased service. Upon investigating this complaint, we found that while the customer had contacted Foley on multiple occasions about the status of his refund, they were attempting to correspond with an employee that had left the company. This resulted in increased turnaround time. We do apologize for the delay in issuing the refund for this service, which has been successfully canceled per the customer’s request. In addition, a refund for the full purchase price was processed on 8/23. I’ve included the transaction record, showing the chargeback, with this response. Please let us know if you require any further information regarding this complaint. We are happy to supply you with any additional information you may need.
Dear Revdex.com, This reply is in response to complaint # [redacted] , which we received on March 8, 2018. This compliant was sent by a current Foley customer in regards to their customer service experience. After investigating the complaint, we discovered that this customer did submit...
the required written termination request, which we received via [redacted] at the end of February. Per his contract, his service will be terminated 90 days from the date it was received. Although we do pay customer invoices within 24 hours, that does hinge on our ability to read the paperwork that is sent to our department. When issues with paperwork do arise - whether because of transmission problems or errors - we reach out to the customer immediately to notify them of the issue so that they can resubmit invoices and get paid in a timely manner. In looking back at our email and call logs, it does appear as if our customer service department did a good job keeping this customer informed about his account and answering his questions as they arose. Although we're sorry that this customer has chosen to leave Foley, we will honor his termination request. Should he choose to do so, will also honor his request for a buyout from another factoring provider. If you have additional questions, or require documentation, please let us know. Thank you for your time.
Foley further investigated this response and have discovered that the refund was processed to the last credit card we had on file for the client, as you can see from the again attached refund receipt. We had a conversation with the customer via phone on 5/27/16 and then followed-up with the following email: Hello Caroline, I have attached the confirmation of the refund you requested. The refund was processed to the credit card ending [redacted]. If you haven’t received this refund I would contact your bank. Please let me know if there is anything else I can do. Thank you and have a great weekend. We hope that this issue is now resolved, but please let us know if there is any further information needed. Best regards, Sheila L[redacted]
Dear Revdex.com:
I am writing in response to the email dated 4/12/16
(Complaint # [redacted]) regarding a compliant issued against Foley:
Complaint Involves:
“Selling
Practices”
Customer’s Statement of the Problem:
“I
received a call the next day I got my [redacted] number, they are very sleek...
and
misleads you to think they are part of the [redacted]. I paid $260.00 thinking it was
a requirement of the [redacted]. 30 minutes after paying them, I found out they were a
private company. I called them immediately to cancel and get reimbursed but
they gives you no answer. I have sent several emails to them and nothing.”
At Foley, we take the issue of misrepresentation very seriously.
To ensure our prospects and customers don’t mistake us for the [redacted], we require
all sales representatives to use a scripted introduction that clearly states
that we are a third party administrator. Sales representatives are also
required to read a clear disclaimer to prospective customers prior to
processing any credit card information to ensure they understand we’re not
affiliated with the [redacted].
In listening to the initial call recordings, we were able to
confirm that our sales rep followed the correct protocol in disclosing that he
is from Foley – not the [redacted]. This disclosure was given at the beginning, middle
and end of the phone call.
He also clearly identified the carrier’s [redacted] requirements –
which do include their participation in a compliant drug and alcohol program.
While the customer is certainly not required to partner with us, they do need
the services of a third party administrator such as Foley to operate legally.
Because the customer has chosen not to do business with us,
we have issued a full refund of the purchase price. As shown on the attached
receipt, the refund was processed successfully within two business days.
Please let us know if you require any further information
regarding this complaint. We are happy to supply you with any additional
information you may need.
Best Regards,[redacted]
Dear Revdex.com, I am writing in response to Compliant # [redacted], filed on November 1, 2017. The complaint regarding our sales and customer service practices has been investigated and we've taken steps to fulfill the customer's desired settlement. To that end, a refund was promptly issued for the...
full purchase price. In addition, the Foley sales director contacted the customer directly to speak with him about his experience, and to apologize on behalf of the organization. As a company that prides itself on our high levels of service, we're pleased to have resolved this matter to the customer's satisfaction.
We have reached out to the client to discuss this matter. Based on our investigation, it appears that the client's complaint was valid. We have issued a full refund along with our sincerest apologies for the confusion. Furthermore, we will be conducting a remedial training session with the involved...
employees to ensure that this problem does not occur in the future.
Complaint: [redacted]
I am rejecting this response because:I said that I wanted my money back. She said that she will not give it back until I talk to the manager. The manager has still not called me, but gave the money back. I am glad they gave the money back, but am wondering why the manager doesn't want to talk to me.
Sincerely,
[redacted]
We're writing in response to Revdex.com Complaint # [redacted], which was sent in reference to an order placed with Foley on 11/7/17. We have successfully investigated the complaint and refunded the full purchase price to the customer. This refund was successfully processed by our AR Department on 11/9/17....
Here at Foley, transparency around our products and services is important to us - and an important part of this transparency is making sure our prospects understand that they're working with a third-party compliance provider and not a government agency. Although some elements of the call should have been handled more professionally, the sales representative did a good job of identifying herself as a Foley employee - and read our required disclosure back to the customer more than once to ensure he understood that he wasn't talking to the federal government. This type of sales deception is unfortunately common in our industry, so all of our sales and customer service professionals are required to clarify who they are prior to closing the sale.Please let us know if you require any further information regarding the complaint. We are happy to supply you with any additional information you may need.
I want to thank you for helping me resolve my problem with Foley Carrier Services, LLC. Complaint ID: [redacted]. I’ve been calling the company Foley every week since this started on January 28th and been...
told by the company that they would refund my money or call me in a few days which they never did. On February 29th they refunded the money back to the credit card. Thank you very much for your help. Sincerely yours, [redacted] Secretary, Open Sky Construction Corp.
We have reached out to the client and, based on our conversation with him, we believe he has received all the services that he paid for. His company name change was processed by the DOT and he has received his [redacted]
Dear Revdex.comI am writing in response to the email dated 9/14/15
(Complaint # [redacted]) regarding a complaint issued about Foley Carrier
Services:Complaint
Involves:
“Customer
Services Issues”
Customer’s Statement of the Problem:
1) “...they have mislead us and
charged us (and continue to...
charge) for unseen services...”2) “Now, we are wondering if they are associated with a company
entitled: [redacted] as we are receiving text messages and e-mails
from them and being charged for unknown services.”1) “...they have mislead us and charged us (and
continue to charge) for unseen services...”Upon investigating this complaint
we found that the client purchased the following services from us on 6/10/15
for a total of $364.00:·
Products and Services Purchased:o Pre-Paid
Pre-Employment Testo Drug &
Alcohol Testing Programo Background
Screening Serviceo Regulation
Manual The Client
has received the following services from Foley Carrier Services: o
Pre-Paid
Pre-Employment Test:§
The Pre-Employment test was completed on 7/10/15. The Collection Site made an error though and
administered an Alcohol test during the same visit, which is not required for a
Pre-Employment test under the DOT regulations.
So in good faith, we credited the client the $49.00 for the Alcohol Test
the Collection Site administered in error. o
Drug &
Alcohol Testing Program§
The Customer was added to our Drug Testing
Program and was selected for a Random Drug Test. Per our Drug Testing Program, we communicated the
notification to him, but he did not complete his test. o
Background
Screening Service:§
Client purchased one Background
Screening Service (BSS) for Driver [redacted] on 6/10/15·
The client filled out our Initial Screening
Pack (ISP) and through a few different communications supplied all the necessary
information needed to carry out the BSS. ·
8/13
- File was closed as complete and sent to the client o
Regulation
Manual:
§
Shipped.2) “Now, we are wondering if they are associated with a company
entitled: [redacted] as we are receiving text messages and e-mails
from them and being charged for unknown services.” Foley is in no
way affiliated or associated with a company called [redacted]. In summary:Foley Carrier
Services charged the client a one-time total of $364.00, not the suggested $600.00,
and have supplied products and executed services for all the purchased items. We also, in good faith, credited him the
$49.00 for the Alcohol Test he took that was administered in error by the
Collection site and was not required. Please let
us know if you require any further information regarding this complaint. We are happy to supply you with any
additional information you may need.Best
Regards, Sheila
L[redacted]Manager of
Marketing & Communications###-###-####[redacted]
Dear Revdex.com:
I am writing in response to the email dated 4/6/16
(Complaint #[redacted]) regarding a complaint issued against Foley:
Complaint Involves:
“Contract
Disputes”
Customer’s Statement of the Problem:
“After
9 months of service they sent an email saying we had to renew or lose...
our
compliance with the DOT. They had tried to charge us on March 7. Thank goodness
we had changed banks and the credit card they had on file was no longer good! I
called them back several times asking for an explanation and was told we were
"in a pool" so that although our contract said it was for annual
services, they required us to renew before 4/1/2016. Our contract is dated
6/11/2015.
At Foley, we take great pride in providing our customers
with an exceptional level of service. One of the key ways we do this is by
making sure they stay compliant.
When you enrolled in our drug and alcohol program on June 3,
2015, you were being enrolled for the entire second quarter of 2015 – which ran
from April 1 through June 30. The testing pool that you participated in is
managed and measured quarterly; your start date and testing percentages were
based on a 4/1/2015 program start date as stated on your contract. This is to both manage your compliance and
prevent any compliance issues with the overall pool. If you take a look at your
contract, you’ll see this information stated above your signature line:
·
Program
enrollment date: June 3, 2015
·
Program
start date: April 1, 2015
The correspondence you received from us on March 7th
was an annual renewal reminder for clients subject to auto-renewal as outlined
in your signed contract. These reminders are sent out well in advance notifying clients
of the planned date of the transaction, the amount to be charged and the last
four digits of the credit card on file. These
courtesy reminders sent in advance are important in both preventing costly
compliance gaps – which could occur if your program lapsed and to ensure our
clients are actively engaged in the decision to renew.
As a participant in our comprehensive program, your $318 annual
fee was based on our then-current rate of $159 per driver. This is a flat
program cost that includes everything needed to maintain a compliant program
including:
·
Random, reasonable suspicion and post-accident
tests
·
Laboratory collection fees
·
Medical Review Officer services
·
A Drug & Alcohol Program Policy
While other providers may charge less per driver, they may
also bill separately for random tests, collection fees and MRO services –
making it difficult for us to fairly compare our costs. During your program,
for example, you completed one random drug test – the cost of which was
included in your annual fee. Should you have been randomly selected each month,
your costs wouldn’t have changed.
Because we honored your contract and provided you with a
full 12 months of compliant coverage, we are unable to issue a refund at this
time.
Please let us know if you require any further information
regarding this complaint. We are happy to supply you with any additional
information you may need.
Best Regards,
Sheila L[redacted]
Manager of Marketing & Communications
[redacted]
Complaint: [redacted]
I am rejecting this response because: They called and informed me of the error, but I still do not have any past drug test results that are needed for employee files.
Sincerely,
[redacted]
Dear Revdex.com, I am writing in response to the email dated 7/1/15
(Complaint #[redacted]) regarding a complaint issued about [redacted]
Services:
“This companies employees call misrepresenting themselves as someone from
the Government calling about DOT making it sound...
official”
Desired
Settlement:
Business to stop it's deceptive practices. Stop calling people once you have
been asked to stop. No harassing phone calls
Upon investigating this complaint we located and reviewed a
total of 5 phone call interactions with this prospective client as follows:
6/5/15
- Outbound call that resulted in a voicemail message left for
the prospect Inbound call from prospect where the sales person identified
himself as being a representative of [redacted] Services. Prospect did not ask to be removed from our
call list.
6/8/15
– outbound call that resulted in a voicemail message left for the prospect
6/24/15–
outbound call that resulted in a voicemail message left for the prospect
6/30/15
– outbound call that the prospect answered and asked to be removed from our
call list for the first time and was removed immediately.
We take the issue of misrepresentation seriously and we
require sales representatives to read a disclaimer before processing any credit
card information. We also use a scripted
introduction for our sales team. This includes a clear disclaimer that [redacted] Services is not affiliated with the Department of [redacted]. In
addition, we include a clear disclaimer on all communications with our clients.
We have no reason to misrepresent
ourselves and are proud of the work we do and the positive reputation that we
have earned with the vast, vast majority of our clients.
We also have a policy to remove a prospect from our call
list immediately upon receiving a request to do so. The prospect requested that we remove them from
our Call List on 6/30/15, that request was executed the same day and she has
not received any further calls from [redacted] Services.
Please let us know if you require any further information
regarding this complaint. We are happy
to supply you with any additional information you may need.
Best
Regards,
[redacted]
Manager of
Marketing & Communications
[redacted]
[redacted]
Complaint: 11310682
k
I am rejecting this response because:June 11, 2015 through March 30, 2016 is in no way 12 months of service. Whatever they need to do to administrate 12 months of service is not our concern. Since I am required by the government to have 12 months of coverage, I feel the policies in place by Foley are coercive.So was the phone call from them offering a discount if I continued with their services. I want a refund of 2 months of the fees. I have already taken my business elsewhere and I will encourage others to do the same. I would like the Department of Transportation to require that Foley give 12 months of coverage for the fee they are charging. Otherwise, Foley should lose their ability to provide services to truck companies. This will protect others from being wrongfully taken advantage of in their attempt to keep their drivers compliant with the DOT requirements.
Sincerely,
[redacted]
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.
The business acknowledges receipt of my termination request on 2/28/2018 and therefore should agree that I am eligible for Buyout and/or termination of my contract on 05/29/2018 which is 90 days from receipt of my letter.
Sincerely,
[redacted]
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]
I am writing
in response to the email dated 9/4/15 (Complaint # [redacted]) regarding a
complaint issued about Foley Carrier Services:
“I am rejecting this response because: They called and informed me
of the error, but I still do not have any past drug test results that are
needed for employee files.”
Based on
further investigation we could not identify any missing drug test results the
client was referencing. We reached out
to the client on 09/10/2015 at 4:15 PM EDT to better identify what past drug test results she was missing,
and she informed us she had the referenced drug test results in hand and the issue was
resolved.
Please let
us know if any further information is required regarding this complaint. We are happy to supply any additional
information needed.
Best
regards,
Sheila
L[redacted]Manager of
Marketing & Communications###-###-####[redacted]
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]
From: Lindsey B[redacted] [mailto:[redacted] Sent: Thursday, August 24, 2017 9:33 AM To: [redacted] Subject: FW: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted] Dear Revdex.com: I am writing in response to Complaint...
#[redacted], which was submitted on 8/23/2017. This complaint involved refund or exchange issues, with the desired outcome being a full refund of the purchased service. Upon investigating this complaint, we found that while the customer had contacted Foley on multiple occasions about the status of his refund, they were attempting to correspond with an employee that had left the company. This resulted in increased turnaround time. We do apologize for the delay in issuing the refund for this service, which has been successfully canceled per the customer’s request. In addition, a refund for the full purchase price was processed on 8/23. I’ve included the transaction record, showing the chargeback, with this response. Please let us know if you require any further information regarding this complaint. We are happy to supply you with any additional information you may need.
Dear Revdex.com, This reply is in response to complaint # [redacted] , which we received on March 8, 2018. This compliant was sent by a current Foley customer in regards to their customer service experience. After investigating the complaint, we discovered that this customer did submit...
the required written termination request, which we received via [redacted] at the end of February. Per his contract, his service will be terminated 90 days from the date it was received. Although we do pay customer invoices within 24 hours, that does hinge on our ability to read the paperwork that is sent to our department. When issues with paperwork do arise - whether because of transmission problems or errors - we reach out to the customer immediately to notify them of the issue so that they can resubmit invoices and get paid in a timely manner. In looking back at our email and call logs, it does appear as if our customer service department did a good job keeping this customer informed about his account and answering his questions as they arose. Although we're sorry that this customer has chosen to leave Foley, we will honor his termination request. Should he choose to do so, will also honor his request for a buyout from another factoring provider. If you have additional questions, or require documentation, please let us know. Thank you for your time.
Foley further investigated this response and have discovered that the refund was processed to the last credit card we had on file for the client, as you can see from the again attached refund receipt. We had a conversation with the customer via phone on 5/27/16 and then followed-up with the following email: Hello Caroline, I have attached the confirmation of the refund you requested. The refund was processed to the credit card ending [redacted]. If you haven’t received this refund I would contact your bank. Please let me know if there is anything else I can do. Thank you and have a great weekend. We hope that this issue is now resolved, but please let us know if there is any further information needed. Best regards, Sheila L[redacted]
Dear Revdex.com:
I am writing in response to the email dated 4/12/16
(Complaint # [redacted]) regarding a compliant issued against Foley:
Complaint Involves:
“Selling
Practices”
Customer’s Statement of the Problem:
“I
received a call the next day I got my [redacted] number, they are very sleek...
and
misleads you to think they are part of the [redacted]. I paid $260.00 thinking it was
a requirement of the [redacted]. 30 minutes after paying them, I found out they were a
private company. I called them immediately to cancel and get reimbursed but
they gives you no answer. I have sent several emails to them and nothing.”
At Foley, we take the issue of misrepresentation very seriously.
To ensure our prospects and customers don’t mistake us for the [redacted], we require
all sales representatives to use a scripted introduction that clearly states
that we are a third party administrator. Sales representatives are also
required to read a clear disclaimer to prospective customers prior to
processing any credit card information to ensure they understand we’re not
affiliated with the [redacted].
In listening to the initial call recordings, we were able to
confirm that our sales rep followed the correct protocol in disclosing that he
is from Foley – not the [redacted]. This disclosure was given at the beginning, middle
and end of the phone call.
He also clearly identified the carrier’s [redacted] requirements –
which do include their participation in a compliant drug and alcohol program.
While the customer is certainly not required to partner with us, they do need
the services of a third party administrator such as Foley to operate legally.
Because the customer has chosen not to do business with us,
we have issued a full refund of the purchase price. As shown on the attached
receipt, the refund was processed successfully within two business days.
Please let us know if you require any further information
regarding this complaint. We are happy to supply you with any additional
information you may need.
Best Regards,[redacted]
Dear Revdex.com, I am writing in response to Compliant # [redacted], filed on November 1, 2017. The complaint regarding our sales and customer service practices has been investigated and we've taken steps to fulfill the customer's desired settlement. To that end, a refund was promptly issued for the...
full purchase price. In addition, the Foley sales director contacted the customer directly to speak with him about his experience, and to apologize on behalf of the organization. As a company that prides itself on our high levels of service, we're pleased to have resolved this matter to the customer's satisfaction.
We have reached out to the client to discuss this matter. Based on our investigation, it appears that the client's complaint was valid. We have issued a full refund along with our sincerest apologies for the confusion. Furthermore, we will be conducting a remedial training session with the involved...
employees to ensure that this problem does not occur in the future.
Complaint: [redacted]
I am rejecting this response because:I said that I wanted my money back. She said that she will not give it back until I talk to the manager. The manager has still not called me, but gave the money back. I am glad they gave the money back, but am wondering why the manager doesn't want to talk to me.
Sincerely,
[redacted]
We're writing in response to Revdex.com Complaint # [redacted], which was sent in reference to an order placed with Foley on 11/7/17. We have successfully investigated the complaint and refunded the full purchase price to the customer. This refund was successfully processed by our AR Department on 11/9/17....
Here at Foley, transparency around our products and services is important to us - and an important part of this transparency is making sure our prospects understand that they're working with a third-party compliance provider and not a government agency. Although some elements of the call should have been handled more professionally, the sales representative did a good job of identifying herself as a Foley employee - and read our required disclosure back to the customer more than once to ensure he understood that he wasn't talking to the federal government. This type of sales deception is unfortunately common in our industry, so all of our sales and customer service professionals are required to clarify who they are prior to closing the sale.Please let us know if you require any further information regarding the complaint. We are happy to supply you with any additional information you may need.
I want to thank you for helping me resolve my problem with Foley Carrier Services, LLC. Complaint ID: [redacted]. I’ve been calling the company Foley every week since this started on January 28th and been...
told by the company that they would refund my money or call me in a few days which they never did. On February 29th they refunded the money back to the credit card. Thank you very much for your help. Sincerely yours, [redacted] Secretary, Open Sky Construction Corp.
We have reached out to the client and, based on our conversation with him, we believe he has received all the services that he paid for. His company name change was processed by the DOT and he has received his [redacted]