Retina Consultants of Houston

On 4/28/at 5:51pm EST we received an email from [redacted] (below) giving us until "tomorrow morning" to respond I received that email at home on my mobile email at @ 6:and immediately sent my team an email requesting a meeting on this first thing the following morning That next day, Tuesday, the Director of that department was out sick so it took some time to pull together an update for the client As we were preparing an update for ***, we received a notice from the Revdex.com that they had filed a complaint I have attached a copy of this email thread for your review (labeled RE I need your...) Less than a week prior to this complaint, I personally received a phone message from [redacted] (our primary [redacted] contact on this project) stating that he was VERY pleased with [redacted] (the writer assigned to his file) and that he thought that [redacted] was going to be a great addition to the project However, we did see where [redacted] failed to return two subsequent emails from [redacted] where he was asking for a status update There is no excuse for that [redacted] stated to me during our call this past week that he had also left some messages for [redacted] that were not returned Again, this is a complete failure on our partOur clients need us to keep them updated and we have disciplined [redacted] and counseled him on the importance of returning phone calls and emails quickly Since this complaint was sent to the Revdex.com, we have spoken with the team at [redacted] and we are moving forward with their projectThere have been at least different successful communication threads since last week [redacted] is at the top of our production board and we anticipate having their contract application completed within 2-weeks We are 100% committed to their satisfaction and to the Revdex.com code of ethics

We began the process back in July All was going well until December when we spent weeks unable to reach the liaison that was assigned to assist us with our fileAfter almost two months, we were informed that the liaison had a family emergency and we were reassigned a new point person on our account After the initial contact via email, we were never again to speak to this individualWe have tried calling, but the line is no longer activeWe have also failed at reaching them via emailWe would like to finish the job that DB Consulting was paid for

In November of 2013, we engaged DB to help us get on the GSA list of approved marketing/advertising vendorsWe submitted the documentation they asked for, in a lengthy process during which our service representative was changed several times and there were long delays and poor response time, about which we complained regularly but to no availAfter we filed a Revdex.com complaint, DB assured us that they would step up their efforts, so we withdrew our complaintWhen our application finally was submitted in 2015, it was rejectedWe received what we now understand to be inadequate explanation from DB as to the reasons for the rejection, and inadequate guidance as to how to resolve the GSA's issues with the applicationWe also have once again been passed around among service repsAs requested, in we signed an agreement that stated the $6,up-front fee we paid to DB would be refunded if our application was rejected twiceHaving engaged a new consultant, we now understand that every aspect of DB's service has been woefully inadequateWe now have every reason to believe that a reapplication through DB will be rejected, given the difference between DB's process and that of our new consultantI recently requested of DB president [redacted] that he consider refunding our $6,rather than have us report him to Revdex.com and GSA, but he was insistent on giving them another chanceI now don't want to waste any more of our time on what we know to be an exercise in futilityMr [redacted] has admitted to providing embarrassingly poor service in a recent email which I can share, along with other email communications supporting our claim(I can supply at least nine examples of complaints from us to DB.) SKAR would like an immediate refund of our $6,feeOur new consultant assures us that the up-front payment and two-rejection stipulations in the agreement we signed in are not common practice among reputable consultants in this field, and has encouraged us to seek a refund, file a Revdex.com complaint, and attach a letter regarding our experience with DB to our GSA application when we submit it through her company

They have reached out and it seems they are serious about correcting the issues Thanks you for your assistance in helping us get a resolution! Thanks! [redacted] ***

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 ***: First, [redacted] was given a new rep ( [redacted] ***) on March 19, not two weeks agoI reviewed [redacted] email reporting this, dated March 19, and yes, he was relieved initially and was optimisticHowever, he immediately began to have trouble reaching [redacted] and getting his emails and calls answered, and this continued, not for two weeks, but for more than a month Keep in mind that we engaged DB in November of 2013, so we have not been hasty in reaching out to Revdex.comIt was in response to [redacted] concerns that last week I finally insisted DB contact us the following morning, and made it clear that if that did not happen, I would be contacting you, which I did - but in the afternoon of that day, as I am sure your records show, and after having waited for hours to see if DB would respond Please note the irony in DB president's response, sent to me last week and copied belowHis excuse for the egregious delay in helping us submit our application (so that we can have access to a new resource for business development) was that he was too busy submitting an [redacted] for a large piece of new business for his own firm We did have a phone conference (which I could not attend due to business travel) last week and were assigned two new reps [redacted] , who is handling this project, reports that they have been prompt and helpful So, assuming this level of service continues and our application for the GSA list is submitted in the next couple of weeks, I will happily withdraw my complaintBut I do consider [redacted] response inaccurate in terms of the timing of eventsI also find his attempt to deflect blame from himself and his firm to me disappointing [redacted] Can we conference with your team tomorrow morning around 11am? Without making excuses that you don’t care to hear, we had a $30,000, [redacted] due out today which is now complete and out the door which frees up myself and my management team to handle your projectI am on a conference call now with my Director of Processing (who is at home sick) getting the details on your projectWe want to move you to the top of our pipelineFirst we need to sit down and go through the entire project with you and clarify what we have and what we still need to complete [redacted] (Director of Processing), *** [redacted] (Senior Project Manager), [redacted] (Administrative Processor), *** [redacted] (Senior Technical Writer) and myself will be prepared with a detailed status update and planCan we do 11am EST? If that time is not good, please give me a time you can do and we will be ready Regards, [redacted] ***

DB Consulting Group stands by the work we have done for SKARThe federal government reserves the right to approve or reject an offerWhile we are proud of our very high success ratio, there are some clients that just take more time than others to get through the processWe understand that it is extremely frustratingIt is equally frustrating for DBThink about it; we were paid $6,for a job that has taken us more than hours of labor to get to this point But we never stopped adjusting and responding to the federal government's requestsEvery time I have communicated with SKAR I have explained to everyone on their team that they could call me anytime if there were problems with the processI explained to them a few weeks ago that if the GSA rejected her offer again that we would refund her moneyShe chose not to call meShe chose to call another firm and let them tell her how much better they areAnd she chose not call me again to discuss the issues she is citing on this siteShe circumvented any form of communication and chose instead to do the dirty work of a competitor by coming here firstAs a matter of fact, [redacted] promised to continue to work with us through this final submission just a few weeks agoI will gladly entertain a refund once we finish this final submission and work through the final phases of the awardWe have successfully completed many projects in SKAR's categoryBut the process to win a GSA contract is very subjectiveI did place a call to [redacted] on Friday February 26thShe has not called me back

I called on a Sunday after experiencing flashers in one of my eyes, the emergency contact told me to come in Monday at 830AMI waited over two and a half hoursI was told that they could not confirm my insurance and was taken out of the "cue"I asked if I needed to go the ER since this was a emergency called in on SundayI was asked to pay for my visit which I didIt has been over three weeks and I have requested a copy of my itemized bill three timesMy insurance company has not received a claim because this office cannot give me a copy of my bill- which I was told at check out that they would file--- as of yet it has never been filedI found the office personal, the corporate office very unprofessionalIf you have over three hours to spend in a none caring doctors office- this is the place for you

The week prior to the submission of this complaint this client was contacted by *** *** and the process of finalizing this project was laid outWe only needed one additional item to submit a bid for themWe still needed a new Open Ratings report as the one we had on file was expiredThe
client is the only one that can order thatThe owner of this company was demanding that we pay for it due to the lack of response from us in SeptemberSide note: This project was being managed by our department manager in SeptemberShe left unexpectedly and our communication with this client DID LAPSEWe take full responsibility for that and we have put in stop gaps to prevent this from happening in the futureThis project was not the only one that was affectedBut by the time this complaint was made we were already in regular communication with the owner and moving toward getting this project finalizedWe were surprised to receive a complaintWhen we got it, we immediately reached outThe owners continued complaint was that he did not feel that he should have to pay the $fee to Open Ratings for his reference checkTo put the matter to rest, we have paid the fee on his behalfI have personally reached out to the owner with no response to dateHowever, the final report has been ordered, the project is on track and to our knowledge this client is happy again
We will continue to make every effort to resolve challenges that arise to our client's satisfactionOur general disposition is that a customer is always rightWe look at situations like this as opportunities to improve and we thank the Revdex.com and *** *** for the opportunity

We contacted this client and discovered that they were still attempting to reach us through an employee that is no longer here. While we have continued working on the project, as it is nearly complete, we did not realize that they were trying to reach us as they had the phone and email of an...

employee that unexpectedly left. 
Our Vice President/Owner has taken the role of primary contact for this project. For us as an organization, and myself as the President of the business, it begs the question "How did this happen?" We are in the process of answering this now and plan to post an article on our website about what we have done to ensure this never happens again.
My initial thoughts; From time to time a company must take inventory of its processes and procedures as problems arise. In this case, a key employee (department manager) left unexpectedly. While we did what we could to limit the possibility that an existing client would fall through the cracks and not get notified of a change in the primary point of contact, it was not a fool-proof effort. In hindsight there were several things we could have done better to ensure a smooth switch to a new point of contact including permanently forwarding the departing employee's emails/calls to a customer service manager who would be responsible for effectively routing the project to a new team member. As the projects were being reassigned to new team leaders, we did not have an executive follow up plan to make sure that an effective transition had occurred. To that point, DB Consulting has created a new executive position called Vice President of Customer Service. DB will post this officer's direct phone number on our "Contact" page on our website and publish it to every new and existing client. This individual will also manage any transitions from one point of contact to a new point of contact. This officer will also review all current customer service protocols and design, implement and manage necessary improvements. 
We have communicated our course of action and firm determination to our client and we believe that we have resolved their concerns. 
[redacted]
President 
DB Consulting Group, LLC
[redacted]

DB Consulting Group stands by the work we have done for SKAR. The federal government reserves the right to approve or reject an offer. While we are proud of our very high success ratio, there are some clients that just take more time than others to get through the process. We understand that it is extremely frustrating. It is equally frustrating for DB. Think about it; we were paid $6,000 for a job that has taken us more than 240 hours of labor to get to this point.  But we never stopped adjusting and responding to the federal government's requests. Every time I have communicated with SKAR I have explained to everyone on their team that they could call me anytime if there were problems with the process. I explained to them a few weeks ago that if the GSA rejected her offer again that we would refund her money. She chose not to call me. She chose to call another firm and let them tell her how much better they are. And she chose not call me again to discuss the issues she is citing on this site. She circumvented any form of communication and chose instead to do the dirty work of a competitor by coming here first. As a matter of fact, [redacted] promised to continue to work with us through this final submission just a few weeks ago. I will gladly entertain a refund once we finish this final submission and work through the final phases of the award. We have successfully completed many projects in SKAR's category. But the process to win a GSA contract is very subjective. I did place a call to [redacted] on Friday February 26th. She has not called me back.

We began the process back in July 2015. All was going well until December 2015 when we spent weeks unable to reach the liaison that was assigned to assist us with our file. After almost two months, we were informed that the liaison had a family emergency and we were reassigned a new point person on our account. After the initial contact via email, we were never again to speak to this individual. We have tried calling, but the line is no longer active. We have also failed at reaching them via email. We would like to finish the job that DB Consulting was paid for.

On 4/28/2014 at 5:51pm EST we received an email from [redacted] (below) giving us until "tomorrow morning" to respond.  I received that email at home on my mobile email at @ 6:00 and immediately sent my team an email requesting a meeting on this first thing the following morning.  That...

next day, Tuesday, the Director of that department was out sick so it took some time to pull together an update for the client.  As we were preparing an update for [redacted], we received a notice from the Revdex.com that they had filed a complaint.  I have attached a copy of this email thread for your review (labeled RE I need your...).
Less than a week prior to this complaint, I personally received a phone message from [redacted] (our primary [redacted] contact on this project) stating that he was VERY pleased with [redacted] (the writer assigned to his file) and that he thought that [redacted] was going to be a great addition to the project.  However, we did see where [redacted] failed to return two subsequent emails from [redacted] where he was asking for a status update.  There is no excuse for that.  [redacted] stated to me during our call this past week that he had also left some messages for [redacted] that were not returned.  Again, this is a complete failure on our part. Our clients need us to keep them updated and we have disciplined [redacted] and counseled him on the importance of returning phone calls and emails quickly.
Since this complaint was sent to the Revdex.com, we have spoken with the team at[redacted] and we are moving forward with their project. There have been at least 10 different successful communication threads since last week.  [redacted] is at the top of our production board and we anticipate having their contract application completed within 2-3 weeks. 
We are 100% committed to their satisfaction and to the Revdex.com code of ethics.

I called on a Sunday after experiencing flashers in one of my eyes, the emergency contact told me to come in Monday at 830AM. I waited over two and a half hours. I was told that they could not confirm my insurance and was taken out of the "cue". I asked if I needed to go the ER since this was a emergency called in on Sunday. I was asked to pay for my visit which I did. It has been over three weeks and I have requested a copy of my itemized bill three times. My insurance company has not received a claim because this office cannot give me a copy of my bill- which I was told at check out that they would file--- as of yet it has never been filed.
I found the office personal, the corporate office very unprofessional.
If you have over three hours to spend in a none caring doctors office- this is the place for you.

In November of 2013, we engaged DB to help us get on the GSA list of approved marketing/advertising vendors. We submitted the documentation they asked for, in a lengthy process during which our service representative was changed several times and there were long delays and poor response time, about which we complained regularly but to no avail. After we filed a Revdex.com complaint, DB assured us that they would step up their efforts, so we withdrew our complaint. When our application finally was submitted in 2015, it was rejected. We received what we now understand to be inadequate explanation from DB as to the reasons for the rejection, and inadequate guidance as to how to resolve the GSA's issues with the application. We also have once again been passed around among service reps. As requested, in 2013 we signed an agreement that stated the $6,000 up-front fee we paid to DB would be refunded if our application was rejected twice. Having engaged a new consultant, we now understand that every aspect of DB's service has been woefully inadequate. We now have every reason to believe that a reapplication through DB will be rejected, given the difference between DB's process and that of our new consultant. I recently requested of DB president [redacted] that he consider refunding our $6,000 rather than have us report him to Revdex.com and GSA, but he was insistent on giving them another chance. I now don't want to waste any more of our time on what we know to be an exercise in futility. Mr. [redacted] has admitted to providing embarrassingly poor service in a recent email which I can share, along with other email communications supporting our claim. (I can supply at least nine examples of complaints from us to DB.) SKAR would like an immediate refund of our $6,000 fee. Our new consultant assures us that the up-front payment and two-rejection stipulations in the agreement we signed in 2013 are not common practice among reputable consultants in this field, and has encouraged us to seek a refund, file a Revdex.com complaint, and attach a letter regarding our experience with DB to our GSA application when we submit it through her company.

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. 
[redacted]: First, [redacted] was given a new rep ([redacted]) on March 19, not two weeks ago. I reviewed [redacted] email reporting this, dated March 19, and yes, he was relieved initially and was optimistic. However, he immediately began to have trouble reaching [redacted] and getting his emails and calls answered, and this continued, not for two weeks, but for more than a month.
 
Keep in mind that we engaged DB in November of 2013, so we have not been hasty in reaching out to Revdex.com. It was in response to[redacted] concerns that last week I finally insisted DB contact us the following morning, and made it clear that if that did not happen, I would be contacting you, which I did - but in the afternoon of that day, as I am sure your records show, and after having waited for hours to see if DB would respond.
 
Please note the irony in DB president's response, sent to me last week and copied below. His excuse for the egregious delay in helping us submit our application (so that we can have access to a new resource for business development) was that he was too busy submitting an[redacted] for a large piece of new business for his own firm.
We did have a phone conference (which I could not attend due to business travel) last week and were assigned two new reps. [redacted], who is handling this project, reports that they have been prompt and helpful.
 
So, assuming this level of service continues and our application for the GSA list is submitted in the next couple of weeks, I will happily withdraw my complaint. But I do consider [redacted] response inaccurate in terms of the timing of events. I also find his attempt to deflect blame from himself and his firm to me disappointing.  
[redacted]
Can we conference with your team tomorrow morning around 11am?
 
Without making excuses that you don’t care to hear, we had a $30,000,000 [redacted] due out today which is now complete and out the door which frees up myself and my management team to handle your project. I am on a conference call now with my Director of Processing (who is at home sick) getting the details on your project. We want to move you to the top of our pipeline. First we need to sit down and go through the entire project with you and clarify what we have and what we still need to complete.
 
[redacted] (Director of Processing), [redacted] [redacted] (Senior Project Manager), [redacted] (Administrative Processor), [redacted] [redacted] (Senior Technical Writer) and myself will be prepared with a detailed status update and plan. Can we do 11am EST?  If that time is not good, please give me a time you can do and we will be ready.
 
Regards,
[redacted]

They have reached out and it seems they are serious about correcting the issues.  Thanks you for your assistance in helping us get a resolution!
 
       Thanks!
   [redacted]

Her complaint was that we were not responsive and her desired outcome was that she wanted a refund. They have withdrawn their request for a refund and complemented us on the turn around in communication. We agree that it needs to continue. I hope that[redacted] will reconsider her position.

Hi [redacted],
Thank you for following up.
The issue has not been resolved - earlier this month, their phone was disconnected. I've been unable to reach them since.
Thanks,
[redacted]