US Home Exteriors

This complaint is very disturbing for many reasonsFirst, we use a service that provides calling listsThese lists are supposed to be from only the area codes in our service areaAlso, they are to be “scrubbed” against the Do Not Call RegistrySecond, we use a dialer serviceWe have the dialer to make our marketers more efficient by not having to dial numbers manuallyWe are under a program with the dialer company that sets our drop rate well below legal levelsThat is done to minimize the amount of calls that are made without an agent to take themThird, and most concerning, is the unprofessional way one of my employees treated someone calling into this officeWe have a culture here of being friendly and accommodating to anyone who calls our officeBeing rude or hanging up on someone is unacceptable We are investigating why an area code outside our area was called in the first placeFor now we are manually checking our lists for out of state area codes and working with the list company for a solutionWe are working with the dialer company to find out how it is possible for a number to be called times with no one there to take the callThat should not be possible with the system we useIn addition, I have identified the person who was unprofessional on the phoneShe has been reprimanded and and our entire company has been made aware of this situation and reminded of our policy toward anyone they speak to as an employee of this company I am very sorry this incident occurred and we are doing everything in our power to insure it does not happen again Sincerely, Doug M [redacted] President US Home Exteriors

This complaint is very disturbing for many reasons. First, we use a service that provides calling lists. These lists are supposed to be from only the area codes in our service area. Also, they are to be “scrubbed” against the Do Not Call Registry. Second, we use a dialer service. We have the dialer...

to make our marketers more efficient by not having to dial numbers manually. We are under a program with the dialer company that sets our drop rate well below legal levels. That is done to minimize the amount of calls that are made without an agent to take them. Third, and most concerning, is the unprofessional way one of my employees treated someone calling into this office. We have a culture here of being friendly and accommodating to anyone who calls our office. Being rude or hanging up on someone is unacceptable.   We are investigating why an area code outside our area was called in the first place. For now we are manually checking our lists for out of state area codes and working with the list company for a solution. We are working with the dialer company to find out how it is possible for a number to be called 8 times with no one there to take the call. That should not be possible with the system we use. In addition, I have identified the person who was unprofessional on the phone. She has been reprimanded and and our entire company has been made aware of this situation and reminded of our policy toward anyone they speak to as an employee of this company.   I am very sorry this incident occurred and we are doing everything in our power to insure it does not happen again.   Sincerely,   Doug M[redacted] President US Home Exteriors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.Thanks so much for the response and apology, it means a lot I'd prefer that robo dialing wasn't in use at all, but I accept an audit of the process as a resolution. I understand that technology is necessary for a business to achieve its goals, and only ask that it is used in an ethical / responsible manner.If it helps with troubleshooting: I was called at 3:28, 4:19, 4:40, and 4:59 on March 29th. I was called at 3:33, 3:45, 3:56, 4:08, and 4:19 (this is the called I answered) on March 30th. Both employees I spoke with gave the impression (anecdotally) that the robo dialing was a "known problem" , as identified by phrases like "It must have been our robo dialer" and the general annoyance at which they responded to my statement "You called me 8 times" -- Response was "I didn't call you, the robo dialer did." Regarding not being scrubbed from the Do Not Call List: that is one of the dangers in using a third party vendor. Ultimately businesses must be responsible for vendors that act on their behalf. Qualifying warm vs cold leads may help with this situation. Thanks again for the response.