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Phoenix Career Services Reviews (11)

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[I responded by email one week ago, and have not received a response at this point.  The business' response did not address the complaint or requested resolution.]

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have reviewed the documents and while talking with Mr. [redacted], I was not aware by any means of communication that the services runs in "sixth month" increments. The document states that you should give the service a six month commitment. There is no literature that states you are only a client for six months. My bank statements, which I have chosen not to share over the server, reveals that I paid more than $1912. I was not made aware of any participation percentage, as noted. I made appointments as my schedule could handle and there was no mention of the 112 emails that I have between Mr. [redacted] and myself. So, even though you have appointments made and some cancelled not by me, but by the agency, the email communication was not calculated. I have a doctoral degree in Educational Psychology and do not have any issue with interviewing, gaining and maintaining an interview. The skills needed I possessed already. I was under the impression that I was to network and my intent was to go into another job sector. I am a professor at a [redacted] area and do not have an issue with social skills. I am not pleased and would not ever work with nor recommend this company. Thus my answer is no, I do no wish to continue any services with the CS group. The named person who has contacted me via email, I have not heard of. I do see the client advocate email, but, the name is new to me. If there was not any record of a request for a refund, let this serve as official notice that I feel I am entitled to at least a 60% refund. I only gained an improved resume, which I created on my own. I only gained the use of [redacted], which is free to any person. There was not one contact nor lead on the "lead" sheet that I could not have gotten on my own. The money I paid and the time invested was not what was marketed by this group. 

Regards,

Ms. [redacted] apparently will not respond to the firm's emails.  We have sent another email offering an arbitration hearing as provided in our service agreement to attempt to resolve the matter.   Copy attached herein.

Phoenix Career Services is concerned to hear that Ms. [redacted] is expressing dissatisfaction with services nine (9) months after accepting a position.  Ms. [redacted] entered a program of career advancement consulting that she implements; the company is pleased that she reached a decision to accept...

a position. Due to our confidentiality agreement we are unable to disclose personal challenges and disposition that led to her career acceptance decision.  Ms. [redacted] did voluntarily disengage from our services when she accepted a position; upon position acceptance a  final invoice was issued and unfulfilled. The firm has every intention of honoring Ms. [redacted]'s agreement and has reached out to Ms. [redacted] for a resolution.  We will notify the Revdex.com as soon as we receive a resolution or reach an alternative solution.[redacted]Client Advocate

Thank you for your notification of Ms. [redacted]’s shared concerns.  The firm is most concerned to receive notice.  The firm has reached out to Ms. [redacted]’s and awaits a response.  We are happy to continue to offer, and extend, in person assistance with a new Advisor who may...

help her overcome specific career obstacles.   Ms. [redacted]’s has worked with two experienced and accomplished counselors with different perspectives on the approach necessary given her circumstances.  Unfortunately, the firm cannot control the client participation, performance, and outcome of an interview.  However, we have had much success given similar criteria and will continue to do so in this case.  As soon as we here back from Ms. [redacted]’s we will advise.Thank you,Alisa M[redacted]Client Advocate

Thank you for your returned notice.  Customer Satisfaction is very important to the company. Each client receives a written Client Satisfaction Agreement, acknowledged by the client’s signature, before services begin; please see Ms. [redacted] 6-month Satisfaction Agreement attached and signed on 11/27/2012. 

Our Satisfaction Agreement provides reporting details and contact information to allow the company to immediately respond and resolve potential issues.  The employment search process can be a very stressful undertaking and the company takes every measure available to create a successful experience. 

Unfortunately, Ms. [redacted] is not responding directly to the company to help bring this to a resolution.  We have sent two email offers since we received the original Revdex.com notice with no response other than continued misinformation provided to the Revdex.com. 

Contrary to Ms. [redacted] statement about the term of services, her written Agreement provides a specific six-month term directly above signature on both the Agreement and on the Client Satisfaction Agreement.  The company has already provided an additional six-month of complimentary services that were not fully utilized by Ms. [redacted] and cannot simply continue to provide an open-ended perpetual agreement.  As a highly educated individual, at a professorship level, it is difficult to believe that the term of the Agreement she read and signed is not comprehended and misinformation continues to be communicated in an effort to strong arm a refund for professional services that were provided in full.

Ms.[redacted] notice to the Revdex.com is 18-months after her services expired and a refund is not an option.  However, as a goodwill gesture, the company has offered continued services with a new Advisor to help Ms. [redacted] market to career opportunities outside of the education sector.  During the term of the six-month Agreement, Ms. [redacted] had every opportunity to voice a concern and allow the company an opportunity to resolve an issue. That never occurred.  Ms. [redacted] did not follow the Client Satisfaction Agreement to allow the company an opportunity to immediately correct a concern should one exists during her services. In fact she has misstated to the Revdex.com that she did not have an agreement term or contact information, contrary to her signed documents the company provided in the attachments to this email.  

The company has made every good faith effort to resolve the issue and request that this complaint is closed as resolved. The company would like to hear from Ms. [redacted] so we may implement our goodwill offer of expanded services to help her obtain career goals outside of the education sector.

 

Client Advocate

Following is an excerpt from an email sent to the client on 2/4 before our response the Revdex.com.  To date we have not received a reply from the client. Wed 2/4/2015 6:18 PM Hello Ms. [redacted]s,After discussion with the [redacted] team regarding the program and coaching provided in over 28 sessions the firm is willing to offer 3 options: 1. Find attached a Mutual Release agreement relieving you of the remaining fees due and cancelling the services agreement, or2. Continue with a new [redacted] advisor for in-office sessions and an extension of the agreement to accommodate any perceived lost time, or3. Arbitration which you may initiate as provided by in the service agreement to resolve the matter…Meanwhile, we would like to help resolve this matter.  Please advise.Thank you,Alisa M[redacted]Client AdvocateFollowing is the last email sent to the Revdex.com regarding this complaint.Wed 2/4/2015 6:24 PMHello Teresa,Thank you for your email.  Our client advocate, Alisa M[redacted], has responded back to Ms. [redacted]s’ and offered her options as agreed to in our service agreement.  We are awaiting her response in hopes to bring this to a satisfactory resolution.        If you require additional information, please advise.  I will keep you posted as new information becomes available.Thank you,Paul C[redacted]

Thank you for the opportunity to respond to Mr. Tyrone J[redacted].  Phoenix Career Services is bonded and operates under the...

laws of the State of Arizona, and is licensed through the Labor Department.  Our team is comprised of career consultants, licensed career counselors, certified resume writers, researchers, and recruiters who provide upper mid-level career guidance.  We take pride in our staff, strategies, and methods to meet both individual and corporate expectations.  In support of this policy, we guarantee to support our clients and business associates with consistently honest and ethical practices that ensure and promote business integrity.  A relationship with any employment agency is a mutual partnership requiring both party’s participation, execution, and follow-through. The company has attempted to directly resolve Mr. J[redacted]’s complaint but he repeatedly refuses to communicate directly with the company since his last meeting on September 2, 2015, following 25 individual meetings.  Our Client Satisfaction Agreement includes our refund policy and a mutual dispute resolution policy.  Unfortunately, Mr. J[redacted] refuses to engage in the dispute resolution process but instead engages in third party defamation attempts and intentional tortious business interference.
Unfortunately, items noted in Mr. J[redacted] letter are both misleading and inaccurate.  The company has provided and made available the services procured.  No employment agency can control the decision of a hiring party and due to our confidentiality agreement with our clients we are unable to disclose Mr. J[redacted]’s personal employment obstacles in this response.  We will continue to honor our services agreement and encourage Mr. J[redacted] to engage in services or our dispute resolution policy directly to help bring his criticism to closure.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I do not wish to continue with any career advisors or extend a contract with Career Services. I do not feel Career Services held up to their end of the contract they provided and they were lacking in communication. Even when they said they were reviewing my file they did not contact  me in follow up. I only wish to discuss an amount of refund for services not received.  Regards, [redacted]s

Thank you for your reply.  The firm continues to stand by our services for Mr. J[redacted] and we are here to assist as agreed to or proceed with our dispute resolution process which includes binding arbitration as provided in our Client Satisfaction Agreement.  We have been unable to get Mr. J[redacted] to reply directly to these steps as he agreed to in the service agreement.  A copy of his signed service agreement was provided in our earlier reply.  Thank you again for the opportunity to help resolve this with Mr. J[redacted].

To whom this may concern:

I am [redacted], Client Advocate, with the CS Groups.  I have received your complaint ID number [redacted], dated 10/29/14.  After reviewing the client records I am happy to offer the following reply.

I have reached out...

to our former client via email twice since the Revdex.com notice on 10/29/14, emails delivered on 10/31/14 and 11/03/14, to offer complimentary extended services and to help resolve the concern; to date we have not received a resolution reply from the former client. This is our first notification of the client having a concern. Before services began, we did provide the client with a Satisfaction Agreement Guarantee, signed by the client on 11/27/2012, which the client chose not to utilize.  Attachment - A. 

After close review, here are some items for clarity, 

1. Ms. [redacted] signed up for six (6) months of career services on 11/27/2012.  The fees were actually $1,950 with four $500 installments.  Please see Agreement.

2. The company actually extended complimentary services an additional six (6) months, through 11/18/2013, due to the client’s infrequent visits which clearly had an impact on her results.  

3. During the course of services, the client scheduled an unusually high number of in office meetings, 31 in total; yet only attended 18 of those scheduled meetings over the course of the extended one-year of services: 11 were rescheduled by the client, 1 was cancelled, and 1 resulted in a no-show attendance, subsequently resulting in a 58 percent participation rate. See Attachment - B, Calendar of Schedule Visits and Attendance.

4. The client's claim that services included a “guarantee” of placement, is incorrect as the company cannot guarantee a third party decision, no more than its control over what Ms. [redacted] does in the job interview, or what a client discloses as obstacles including background checks, etc. The company makes this very clear before services began.  See client’s signed FAQ, Attachment - C.  The company does however guarantee to work with the client for the full-term of the agreement.

5. The company did dissolve operations in Huntsville, AL in December of 2013 due to the unfortunate economic impact on the Administration's policies toward government supported industries in the region i.e. NASA, Ammunition, etc.  Clients under contract were notified and support continued during those remaining client agreements. Ms. [redacted] was no longer a client and was not heard from between 11/18/2013 until now through the Revdex.com.  Her contract expired on 5/26/2013, seven (7) months before the office was relocated. The office relocation had no impact on this client’s term of services.

6. The client’s Agreement includes a Refund policy as well as a Client Satisfaction Agreement informing the client, “What to do if You have a Concern.”  Our client advocate email was provided for an expedient reply.  We never received a call,email, or any request regarding dissatisfaction of services or a request for refund.  This is evident by the client's dated email provided to the Revdex.com.  Regardless, as the Satisfaction Agreement provides, “If at any time during the course of your campaign you have a concern, we want to know first.  We believe any concern has a reasonable resolution and any discomfort you have is very important to us.  We cannot resolve it if we do not know about it…”  See Client Satisfaction Agreement.

We have reached out to the client twice in response to this notice to offer complimentary assistance but have not received a resolution reply.  When we do, we will inform the Revdex.com of the communication; hopefully, with a favorable result for our former client.    

Thank you,               

[redacted], Client Advocate 

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Address: 1 E. Washington Street #500, Phoenix, Arizona, United States, 85004-2492

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