Respondent: Spring Venture GroupDate: 4/8/2015We received an inquiry from the complainant on March 31, The agent made contact with the complainant and had a conversation that resulted in an insurance quote The call was then disconnected and another call resumed with the result being an application for Medicare Supplement insurance being submitted for the client, at her request At 2:PM, the complainant left a message for our agent to relay her banking information to complete the application and there was no more correspondence that day.The following day’s correspondence are what led to the complaint being filed The client was upset that her phone call to the agent was not returned immediatelyIt is not uncommon for our agents to have phone calls in length of hours or more Our agent tried to call back to address the situation in between calls but was unfortunately unsuccessful Between the complainants last call and “warning” and the time of our agents return call, a window of minutes, she made her complaint.We have spoken to the client since her complaint, and she is happy with the service that our agent and company has given to her She remains a client of our company and indicated that she will remain with the policy our agent helped her with her enrollment.Here is the chain of events that led to the complaint:On April, the following calls and voicemails were exchanged over a hour period:9:AM: Complainant called to ask about an email she had mistakenly deleted about her policy Asked for a return phone call The agent was on the phone with another client at the time of her call.10:AM: Just over an hour after her initial call, our agent returned the call, and the client’s voicemail did not pick up.11:AM: minutes later, the client called in and left another voicemail regarding the mistakenly deleted email, asked for return call and to resend email Our agent was on the phone with another client at the time.11:AM: Complainant called again while our agent was on the phone, and no voicemail was left.12:PM: Complainant called in from her cell phone (different #) and asked for a call back12:PM: Complainant called, no voicemail was left.12:PM: Complainant called to report her disappointment and warned that we would be reported to the Revdex.com regarding the practices of our agent and our business 12:PM: Our agent called the complainant back on her cell phone and answered all of her questions regarding her policy and the mistakenly deleted email All questions were answered and complainant was satisfied with the results and the issue was resolved
Respondent: Spring Venture GroupDate: 4/8/2015We received an inquiry from the complainant on March 31, 2015. The agent made contact with the complainant and had a conversation that resulted in an insurance quote. The call was then disconnected and another call resumed with the result...
being an application for Medicare Supplement insurance being submitted for the client, at her request. At 2:58 PM, the complainant left a message for our agent to relay her banking information to complete the application and there was no more correspondence that day.The following day’s correspondence are what led to the complaint being filed. The client was upset that her phone call to the agent was not returned immediately. It is not uncommon for our agents to have phone calls in length of 2 hours or more. Our agent tried to call back to address the situation in between calls but was unfortunately unsuccessful. Between the complainants last call and “warning” and the time of our agents return call, a window of 15 minutes, she made her complaint.We have spoken to the client since her complaint, and she is happy with the service that our agent and company has given to her. She remains a client of our company and indicated that she will remain with the policy our agent helped her with her enrollment.Here is the chain of events that led to the complaint:On April, 1 2015 the following calls and voicemails were exchanged over a 3 hour period:9:48 AM: Complainant called to ask about an email she had mistakenly deleted about her policy. Asked for a return phone call. The agent was on the phone with another client at the time of her call.10:54 AM: Just over an hour after her initial call, our agent returned the call, and the client’s voicemail did not pick up.11:19 AM: 25 minutes later, the client called in and left another voicemail regarding the mistakenly deleted email, asked for return call and to resend email. Our agent was on the phone with another client at the time.11:59 AM: Complainant called again while our agent was on the phone, and no voicemail was left.12:01 PM: Complainant called in from her cell phone (different #) and asked for a call back. 12:23 PM: Complainant called, no voicemail was left.12:30 PM: Complainant called to report her disappointment and warned that we would be reported to the Revdex.com regarding the practices of our agent and our business. 12:46 PM: Our agent called the complainant back on her cell phone and answered all of her questions regarding her policy and the mistakenly deleted email. All questions were answered and complainant was satisfied with the results and the issue was resolved.
Respondent: Spring Venture GroupDate: 4/8/2015We received an inquiry from the complainant on March 31, The agent made contact with the complainant and had a conversation that resulted in an insurance quote The call was then disconnected and another call resumed with the result being an application for Medicare Supplement insurance being submitted for the client, at her request At 2:PM, the complainant left a message for our agent to relay her banking information to complete the application and there was no more correspondence that day.The following day’s correspondence are what led to the complaint being filed The client was upset that her phone call to the agent was not returned immediatelyIt is not uncommon for our agents to have phone calls in length of hours or more Our agent tried to call back to address the situation in between calls but was unfortunately unsuccessful Between the complainants last call and “warning” and the time of our agents return call, a window of minutes, she made her complaint.We have spoken to the client since her complaint, and she is happy with the service that our agent and company has given to her She remains a client of our company and indicated that she will remain with the policy our agent helped her with her enrollment.Here is the chain of events that led to the complaint:On April, the following calls and voicemails were exchanged over a hour period:9:AM: Complainant called to ask about an email she had mistakenly deleted about her policy Asked for a return phone call The agent was on the phone with another client at the time of her call.10:AM: Just over an hour after her initial call, our agent returned the call, and the client’s voicemail did not pick up.11:AM: minutes later, the client called in and left another voicemail regarding the mistakenly deleted email, asked for return call and to resend email Our agent was on the phone with another client at the time.11:AM: Complainant called again while our agent was on the phone, and no voicemail was left.12:PM: Complainant called in from her cell phone (different #) and asked for a call back12:PM: Complainant called, no voicemail was left.12:PM: Complainant called to report her disappointment and warned that we would be reported to the Revdex.com regarding the practices of our agent and our business 12:PM: Our agent called the complainant back on her cell phone and answered all of her questions regarding her policy and the mistakenly deleted email All questions were answered and complainant was satisfied with the results and the issue was resolved
Respondent: Spring Venture GroupDate: 4/8/2015We received an inquiry from the complainant on March 31, 2015. The agent made contact with the complainant and had a conversation that resulted in an insurance quote. The call was then disconnected and another call resumed with the result...
being an application for Medicare Supplement insurance being submitted for the client, at her request. At 2:58 PM, the complainant left a message for our agent to relay her banking information to complete the application and there was no more correspondence that day.The following day’s correspondence are what led to the complaint being filed. The client was upset that her phone call to the agent was not returned immediately. It is not uncommon for our agents to have phone calls in length of 2 hours or more. Our agent tried to call back to address the situation in between calls but was unfortunately unsuccessful. Between the complainants last call and “warning” and the time of our agents return call, a window of 15 minutes, she made her complaint.We have spoken to the client since her complaint, and she is happy with the service that our agent and company has given to her. She remains a client of our company and indicated that she will remain with the policy our agent helped her with her enrollment.Here is the chain of events that led to the complaint:On April, 1 2015 the following calls and voicemails were exchanged over a 3 hour period:9:48 AM: Complainant called to ask about an email she had mistakenly deleted about her policy. Asked for a return phone call. The agent was on the phone with another client at the time of her call.10:54 AM: Just over an hour after her initial call, our agent returned the call, and the client’s voicemail did not pick up.11:19 AM: 25 minutes later, the client called in and left another voicemail regarding the mistakenly deleted email, asked for return call and to resend email. Our agent was on the phone with another client at the time.11:59 AM: Complainant called again while our agent was on the phone, and no voicemail was left.12:01 PM: Complainant called in from her cell phone (different #) and asked for a call back. 12:23 PM: Complainant called, no voicemail was left.12:30 PM: Complainant called to report her disappointment and warned that we would be reported to the Revdex.com regarding the practices of our agent and our business. 12:46 PM: Our agent called the complainant back on her cell phone and answered all of her questions regarding her policy and the mistakenly deleted email. All questions were answered and complainant was satisfied with the results and the issue was resolved.