Rector Hayden Realtors

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 On 10/21/I initiated a conversation with My Receptionist through [redacted] about My Receptionist taking credit card information for every client that is bookedThis is something that did not occur for existing clients regularly and with new clients regularlyIn the cases that these clients cancel without notice and a staff member is paid, it comes out of my pocket and My Receptionist has never compensated me for the mistakeI have additional materials to support this if necessaryOn 10/22/A client was booked when there wasn't an appointment availableThere was no compensation about this issue from My ReceptionistI had to compensate the clientOn 11/8/I initiated this conversation with My Receptionist through email by forwarding a "caller hung up" report that I received in my emailIt wasn't actually a hang up, and My receptionist mischaracterized the call in the report "Hi [redacted] ,This is a call I just made from my cell to the receptionist to see if they had a log of what the messages were and it was sent to me as a "hang up".I gave my name, what I was calling about and was put on hold." My Receptionist continued to send mischaracterizations of calls to me in reports that are called "call dispositions" and I would regularly call the client to confirm the actual nature of the call, being that it was regularly different than the My Receptionist reportI was never compensated for my time and My Receptionist never financially took an obligation to fix this problem, nor did they apologize when it happened regularlyOn 11/8/I was told that the "message board was down" after the previous complaint and that there was no way for me to receive my messages other than calling in and asking for them, accumulating more minute time that I would be charged for to retrieve messages I would normally receive for free(From a service that takes messages as it's primary role.) This was my response: "In the meantime I will call for my messagesHow will this affect my billing? I'm assuming I won't be charged to call in and get messages that under conditions would be emailed and texted to mePlease let me know!"On 11/11/ [redacted] Woodward agreed that I should not be charged for this time, but never reimbursed me for the timeMy Receptionist did not offer any financial compensation for the days where my messages were unretrievableHere is her response: "Hi ***, I apologize for the frustration and any troubles this may be causing youI am hoping that the issue is fixed today but I don't have a definite answer at this pointAppointment Plus is working very hard to get this resolvedAs soon as I have confirmation that this is fixed I will contact youAfter the issue is fixed I will make sure you are not billed for the phone calls that you placed to the receptionistsI agree that you should not pay for this time"On 11/12/I sent this message by email to My Receptionist: Hi [redacted] , I received three messages like this tonight- (CallerID: Dis None) and when I called in to My Receptionist to check on the missing caller ID, I was on some kind of hold for over minutesIs this normal? I would rather the calls go to the water house voicemail than be in some kind of limbo for over minutesAlso- It's concerning to be paying per minute if people are in a limbo hold indefinitelyIs this part of the appointment plus issue or just a void in (your) the staffing at that time? Warmest, ***I received this response: Hi ***, Thank you for bringing this to my attentionFirst, I apologize you received messages with a disposition that said "None"The receptionist was doing internal searches for messages on all of our accounts that caused thisWhen she was in the processing of this search your account would appear which prompted her to do something inside the scriptBy not entering a disposition you received the "None" dispositionI assure you these were not phone calls and it was just the receptionist doing some internal workI apologize for any confusionThis should not be an issue going forwardAlso, I was able to find the call where you were on hold for minutesI am very sorry that you were put on hold for this amount of timeThis is excessive and should not be happeningUnfortunately, we received an influx in call volume which caused your call not to be answered immediatelyWe are constantly monitoring call volume and making internal adjustments to ensure hold time is not an issueI was able to run a report on your account to ensure hold time has not been an issue with your accountDuring last billing period the average hold time has been seconds which is less then two ring countsI believe this was an isolated issue and should not be a problem going forwardI also want you to know that you do not pay for this hold timeBillable time does not begin until the call is answered by a receptionist"I continued to receive call dispositions that said "None" over the course of having the account and was never told that I did not receive an actual phone call in these events even though that would make sense to tell your customer why they are getting phone calls without a dispositionI continued to call into My Receptionist to research issues and was regularly on hold as well as received reports from clients who told me that they were regularly on hold for a very long period of timeEach time I made this complaint I was told it wasn't something that happened regularly and they would monitor itI was never compensated for the loss of business that this could have caused being that customers call to make appointments, and when someone doesn't answer- they call a different businessOn 11/19/I received this email from [redacted] about making a financial decision in the next minutes that I could only make one time"Hi ***, I hope all is going wellI was just reviewing your first full invoice and wanted to let you know where you are at with your minutesYou have billed minutes for the last billing periodYou are currently billing $with minutes included and $a minute overageThat being said, you will be billed $in just overage minutesWe can certainly change your package if you would likePlease keep in mind that we can only change your pricing one time during the first daysI would need to make the changes before billing tomorrow morningBelow are the other packages we offer.$a billing period with minutes included at $a minute overage.Please let me know if you would like to make any changes Thank you,"This was my reply: Hi [redacted] , You are giving me minutes to make a financial decision?Were the minutes deducted that were me calling in to get messages when the system was unable to send me messages? Also, there was an evening where a client reported being on hold for a long time and I called in to check and I was on hold for minutes- is this time also counted?Thanks for your helpwarmest, ***This is my follow up as well on not being charged for calling in myself when My Receptionist was having an internal issue [redacted] 's reply: Hi ***, I apologize for the short noticeDo you know what days you called in for your messages? I can run some reports to try and find the times that you called in and listen to those callsAnytime you are on hold, that is not time that you are being chargedYou do not need to decide todayWhat we can do is when you decide if you want to change pricing and the package that you want, we can back date the change and issue you a credit on your bill for the charges for this billing periodAgain, I am sorry for the short noticePlease let me know if you have any further questionsThank you, [redacted] I was not given ample opportunity to make a financial decisionMy Receptionist was not keeping track of the times that I called in to retrieve messages during their internal issue(Which probably means they were not keeping track of it for any client and charging all clients twice to take messages, because they were being charged also to retrieve them) I never received confirmation that I was not charged for these callsOn 12/11/It was explained to me that even though I had set up a POS system within my appointment software, that costs an additional fee of $per month for My Receptionist to take credit card information for every client, that I would be charged an additional fee if that credit card information was being processed for a gift certificate at an additional $per monthI set up the POS for the expressed purpose of My Receptionist to be able to handle my clients credit card informationHere I am told that this is not enough in the case of gift certificates, even though I am the one hand creating and mailing the gift certificates once an order is receivedHere is my message : " [redacted] , This is not how it was originally explained to meI was asked to set up merchant warehouse and enable POSwhich I did and which has cost me money per monthNow there is an additional function? Which costs additional money? There are very clear fields where the receptionist can record credit card information and leave me a message where I can run the card laterThis isn't happening, why? If someone calls and asks to purchase a gift certificate please make an account for them and record the credit card information and I will process the gift certificatewarmest, ***"This was never done in the years I was a client of My ReceptionistWhen a client would call and want a gift certificate, and be ready to give credit card information to the Receptionist which they were happy to take if the client booked an appointment, My Receptionist refuse to take credit card information and would send me a message to call the client backI would regularly lose business because the client would purchase a gift certificate elsewhereI was never compensated for the loss in businessThis was [redacted] 's response : Hi ***, I apologize for any confusion regarding merchant warehouse and what we are able to do with credit card numbers and gift certificatesUnfortunately you will need to have the gift certificate module in order for the receptionists to gather credit card information for the gift certificatesPlease let me know if you have any further questionsThank you, [redacted] "My Receptionist did not want to store the credit card information for gift certificates the way that it would be stored if someone made an appointment because they wanted to charge me more money for something they could easily already doIt was confusing to me because in the case of the client having to give credit card information the client would stay on the phone longer and My Receptionist could charge me for more minutesThey simply refused to collect the informationIf a client called and wanted to update their street address- My Receptionist was happy to do thatIf a client called and wanted to update their phone number- My Receptionist was happy to do thatIf a client called and wanted to update their email address- My Receptionist was happy to do thatIf a client called and wanted to update their appointment time- My Receptionist was happy to do thatIf a client called and wanted to update their zip code, My Receptionist was happy to do thatBUT- If a client called and wanted to give credit card information- even though it was on the same screen as the street address, zip code, phone number, email address and appointment time- My Receptionist would refuseThis was my response to [redacted] on 12/12/" [redacted] , I'll disable the POS then and My Receptionist can refund me the cost associated with it ($per month) that I've been paying as I set it up per your instructionsI enabled it because I was given clear instructions that this is how you collect credit card informationWas that incorrect? Are you not able to collect credit card information even though POS and merchant warehouse is enabled? warmest, [redacted] " [redacted] and everyone at My Receptionist never responded to that email, [redacted] and everyone at My Receptionist never called me about that emailI was never refunded for the cost associated with the POSI never had a client be able to give credit card information over the phone unless they were booking an appointmentThis is only the beginning of my account with My Receptionist through 12/12/I have additional documentation that I can provide for 12/12/13- cancellation date June Please advice and I will supply that informationRegards, [redacted]

My Receptionist received the above referenced customer complaint and appreciates the opportunity torespond.Research into this complaint shows that My Receptionist Support Staff acted in a professional manner andin accordance with the Terms of Service agreement that is signed by all clients prior to...

thecommencement of services. My Receptionist values and respects each of its clients and in no way wouldrespond to service issues in the manner described within the complaint. Communications regardingservice issues are documented and available for internal review.Additionally, any disputed amounts that may arise from possible service issues are addressed within thepreviously mentioned Terms of Service agreement.Virtual Receptionist services can involve many factors that result in continual updates to the callhandling process as specified by each individual client. When errors occur, we strive to provide the bestpossible support service to resolve issues to the client’s satisfaction. With regards to this complaint, MyReceptionist responded and worked to resolve each issue or question that was brought to our attention.These issues were addressed by the Client Support Manager along with the team of Support members.My Receptionist sincerely regrets any inconvenience any possible issues may have caused. We have, andcontinue to encourage the above complainant to contact My Receptionist to resolve any additionalquestions or concerns in this matter.My Receptionist

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.
On 10/21/13 I initiated a conversation with My Receptionist through [redacted] about My Receptionist taking credit card information for every client that is booked. This is something that did not occur for existing clients regularly and with new clients regularly. In the cases that these clients cancel without notice and a staff member is paid, it comes out of my pocket and My Receptionist has never compensated me for the mistake. I have additional materials to support this if necessary. On 10/22/13 A client was booked when there wasn't an appointment available. There was no compensation about this issue from My Receptionist. I had to compensate the client. On 11/8/13 I initiated this conversation with My Receptionist through email by forwarding a "caller hung up" report that I received in my email. It wasn't actually a hang up, and My receptionist mischaracterized the call in the report.  "Hi [redacted],This is a call I just made from my cell to the receptionist to see if they had a log of what the messages were and it was sent to me as a "hang up".I gave my name, what I was calling about and was put on hold." My Receptionist continued to send mischaracterizations of calls to me in reports that are called "call dispositions" and I would regularly call the client to confirm the actual nature of the call, being that it was regularly different than the My Receptionist report. I was never compensated for my time and My Receptionist never financially took an obligation to fix this problem, nor did they apologize when it happened regularly. On 11/8/13 I was told that the "message board was down" after the previous complaint and that there was no way for me to receive my messages other than calling in and asking for them, accumulating more minute time that I would be charged for to retrieve messages I would normally receive for free. (From a service that takes messages as it's primary role.) This was my response: "In the meantime I will call for my messages. How will this affect my billing? I'm assuming I won't be charged to call in and get messages that under normal conditions would be emailed and texted to me. Please let me know!"On 11/11/13 [redacted] Woodward agreed that I should not be charged for this time, but never reimbursed me for the time. My Receptionist did not offer any financial compensation for the days where my messages were unretrievable. Here is her response: "Hi [redacted], I apologize for the frustration and any troubles this may be causing you. I am hoping that the issue is fixed today but I don't have a definite answer at this point. Appointment Plus is working very hard to get this resolved. As soon as I have confirmation that this is fixed I will contact you. After the issue is fixed I will make sure you are not billed for the phone calls that you placed to the receptionists. I agree that you should not pay for this time. "On 11/12/13 I sent this message by email to My Receptionist: Hi [redacted], I received three messages like this tonight- (CallerID: Disposition: None)  and when I called in to My Receptionist to check on the missing caller ID, I was on some kind of hold for over 5 minutes. Is this normal? I would rather the calls go to the water house voicemail than be in some kind of limbo for over 4 minutes. Also- It's concerning to be paying per minute if people are in a limbo hold indefinitely. Is this part of the appointment plus issue or just a void in (your) the staffing at that time?  Warmest, [redacted]I received this response: Hi [redacted], Thank you for bringing this to my attention. First, I apologize you received messages with a disposition that said "None". The receptionist was doing internal searches for messages on all of our accounts that caused this. When she was in the processing of this search your account would appear which prompted her to do something inside the script. By not entering a disposition you received the "None" disposition. I assure you these were not phone calls and it was just the receptionist doing some internal work. I apologize for any confusion. This should not be an issue going forward. Also, I was able to find the call where you were on hold for 5.2 minutes. I am very sorry that you were put on hold for this amount of time. This is excessive and should not be happening. Unfortunately, we received an influx in call volume which caused your call not to be answered immediately. We are constantly monitoring call volume and making internal adjustments to ensure hold time is not an issue. I was able to run a report on your account to ensure hold time has not been an issue with your account. During last billing period the average hold time has been 11 seconds which is less then two ring counts. I believe this was an isolated issue and should not be a problem going forward. I also want you to know that you do not pay for this hold time. Billable time does not begin until the call is answered by a receptionist. "I continued to receive call dispositions that said "None" over the course of having the account and was never told that I did not receive an actual phone call in these events even though that would make sense to tell your customer why they are getting phone calls without a disposition. I continued to call into My Receptionist to research issues and was regularly on hold as well as received reports from clients who told me that they were regularly on hold for a very long period of time. Each time I made this complaint I was told it wasn't something that happened regularly and they would monitor it. I was never compensated for the loss of business that this could have caused being that customers call to make appointments, and when someone doesn't answer- they call a different business. On 11/19/13 I received this email from [redacted] about making a financial decision in the next 30 minutes that I could only make one time. "Hi [redacted], I hope all is going well. I was just reviewing your first full invoice and wanted to let you know where you are at with your minutes. You have billed 269.75 minutes for the last billing period. You are currently billing $175.00 with 150 minutes included and $1.16 a minute overage. That being said, you will be billed $138.91 in just overage minutes. We can certainly change your package if you would like. Please keep in mind that we can only change your pricing one time during the first 90 days. I would need to make the changes before billing tomorrow morning. Below are the other packages we offer.$255.00 a billing period with 235 minutes included at $1.06 a minute overage.Please let me know if you would like to make any changes.  Thank you,"This was my reply: Hi [redacted], You are giving me 30 minutes to make a financial decision?Were the minutes deducted that were me calling in to get messages when the system was unable to send me messages? Also, there was an evening where a client reported being on hold for a long time and I called in to check and I was on hold for 5 minutes- is this time also counted?Thanks for your help. warmest, [redacted]This is my follow up as well on not being charged for calling in myself when My Receptionist was having an internal issue. [redacted]'s reply: Hi [redacted], I apologize for the short notice. Do you know what days you called in for your messages? I can run some reports to try and find the times that you called in and listen to those calls. Anytime you are on hold, that is not time that you are being charged. You do not need to decide today. What we can do is when you decide if you want to change pricing and the package that you want, we can back date the change and issue you a credit on your bill for the charges for this billing period. Again, I am sorry for the short notice. Please let me know if you have any further questions. Thank you, [redacted]I was not given ample opportunity to make a financial decision. My Receptionist was not keeping track of the times that I called in to retrieve messages during their internal issue. (Which probably means they were not keeping track of it for any client and charging all clients twice to take messages, because they were being charged also to retrieve them. ) I never received confirmation that I was not charged for these calls. On 12/11/13 It was explained to me that even though I had set up a POS system within my appointment software, that costs an additional fee  of $10 per month for My Receptionist to take credit card information for every client, that I would be charged an additional fee if that credit card information was being processed for a gift certificate at an additional $10 per month. I set up the POS for the expressed purpose of My Receptionist to be able to handle my clients credit card information. Here I am told that this is not enough in the case of gift certificates, even though I am the one hand creating and mailing the gift certificates once an order is received. Here is my message : "[redacted], This is not how it was originally explained to me. I was asked to set up merchant warehouse and enable POS. which I did and which has cost me money per month. Now there is an additional function? Which costs additional money? There are very clear fields where the receptionist can record credit card information and leave me a message where I can run the card later. This isn't happening, why? If someone calls and asks to purchase a gift certificate please make an account for them and record the credit card information and I will process the gift certificate. warmest, [redacted]"This was never done in the years I was a client of My Receptionist. When a client would call and want a gift certificate, and be ready to give credit card information to the Receptionist which they were happy to take if the client booked an appointment,  My Receptionist refuse to take credit card information and would send me a message to call the client back. I would regularly lose business because the client would purchase a gift certificate elsewhere. I was never compensated for the loss in business. This was [redacted]'s response : Hi [redacted], I apologize for any confusion regarding merchant warehouse and what we are able to do with credit card numbers and gift certificates. Unfortunately you will need to have the gift certificate module in order for the receptionists to gather credit card information for the gift certificates. Please let me know if you have any further questions. Thank you, [redacted]"My Receptionist did not want to store the credit card information for gift certificates the way that it would be stored if someone made an appointment because they wanted to charge me more money for something they could easily already do. It was confusing to me because in the case of the client having to give credit card information the client would stay on the phone longer and My Receptionist could charge me for more minutes. They simply refused to collect the information. If a client called and wanted to update their street address- My Receptionist was happy to do that. If a client called and wanted to update their phone number- My Receptionist was happy to do that. If a client called and wanted to update their  email address- My Receptionist was happy to do that. If a client called and wanted to update their appointment time- My Receptionist was happy to do that. If a client called and wanted to update their zip code, My Receptionist was happy to do that. BUT- If a client called and wanted to give credit card information- even though it was on the same screen as the street address, zip code, phone number, email address and appointment time- My Receptionist would refuse. This was my response to [redacted] on 12/12/13 "[redacted], I'll disable the POS then and My Receptionist can refund me the cost associated with it ($10 per month) that I've been paying as I set it up per your instructions. I enabled it because I was given clear instructions that this is how you collect credit card information. Was that incorrect? Are you not able to collect credit card information even though POS and merchant warehouse is enabled? warmest, [redacted] and everyone at My Receptionist never responded to that email, [redacted] and everyone at My Receptionist never called me about that email. I was never refunded for the cost associated with the POS. I never had a client be able to give credit card information over the phone unless they were booking an appointment. This is only the beginning of my account with My Receptionist through 12/12/13. I have additional documentation that I can provide for 12/12/13-  cancellation date June 2015. Please advice and I will supply that information. Regards,[redacted]

On May 9th, 2016 [redacted] signed a service agreement with My Receptionist. Through telephone calls and the service agreement, it was explained that by signing that document she was committing to 90 days with our company.    On June 30th, 2016 several emails were exchanged between My...

Receptionist and [redacted] Matchmaking.    1. My Receptionist sent [redacted] an email advising her the credit card on file was declined when we try to take payment.  2. Christine Cole replied to the email stating she wanted to terminate the account. 3. My Receptionist sent back explaining the 90 day agreement and asking why the request to terminate was made.  4. [redacted] responded that their company grew and they were going to be answering their own phone calls. She requested for us to tell her the termination date and how much they would need to pay.  5. My Receptionist then explained that an exact amount that would be due could not be given because of the amount of minutes that could be used from now until the day of termination.  6. [redacted] replied asking for a lower billing plan and asking what would be the 90th day of termination.    Then on July 1st, 2016 My Receptionist responded explaining the company was at the lowest pricing plan and asked for a conference call to discuss the exact date of termination.    On July 6th, 2016 Christine Cole contacted us stating we answered one of their phone calls. At this time she called into My Receptionist. During this phone call we explained the 90 day agreement and that if her phones were still forwarded to us we would still take their phone calls. We have no way of stopping forwarding for them. We also requested a conference call with Lisa to discuss any issues with this account and explained Lisa was the primary contact who signed the service agreement so we wanted confirmation from her. It was stated by Christine Cole that she was just going to file a Revdex.com complaint. The call was then ended.    My Receptionist then sent Lisa an email on 7/6 asking for a conference call with no response.    My Receptionist called Lisa and emailed her on 7/7 asking for a conference call with no response.    At this time a conference call has not been scheduled. If the client would like to terminate they can on the 90th day of service with us. This has and will be explained to the client in detail to ensure they understand.