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West Unified Communications Services, Inc.

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Reviews West Unified Communications Services, Inc.

West Unified Communications Services, Inc. Reviews (3)

Initial Business Response /* (1000, 8, 2015/07/27) */
We apologize to Mr.*** for the incorrect billing and any inconvenience it has causedInterCall takes pride in the reliability of our platforms and providing exceptional customer service, but it appears that in this case there are some areas
where we fell shortThe lack of response to Mr.***'s requests was due to our representative participating in extended training and procedures are now in place to ensure proper basupport is available to prevent this type of delay again
As for the question of the charges, terms of use and pricing are available on our website, but we are looking into making them more clearly stated to avoid any future confusionThere were errors in InterCall's systems for some of the charges and those are being credited to Mr.***'s accountOur team has been in communication with the customer POC and Mr.*** since the feedback was received via the Revdex.com site and we will work with Mr.*** on an acceptable credit solution for their time spent on the issues
Again, we apologize for the delays and inconvenience and value Mr.***'s business
Initial Consumer Rebuttal /* (2000, 11, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As noted in the case description - the entire InterCall billing department email address was added to all communications in May so the problem might have been larger than a single rep attending an extended training
The business response to this complaint insinuates we are or were confused about terms of use and pricingPer the case description - on April (received bill for $instead of $39+tax) we verified all usage was within the terms and contract pricingAll charges are detailed and contested in full in the case description and were explained again to the rep that contacted us in regards to this complaintIf there are legitimate charges over the contract amount we're responsible for - then we are still confused as to what they are
Outside of the business's written response - the customer service has become outstandingWe received an immediate call from a Director acknowledging the issue and detailing the steps they were taking to remedyWe received unprompted status update calls from the team assigned to this matterOur rep Holly has provided full and detailed email responses to inquiries within minutes and has gone above and beyond in making sure this is resolvedToday, Holly sent a full breakdown of all charges to date along with the credit that has or will be issued respectivelyHolly and the InterCall team appears sincere and committed to a long term business relationship which we look forward to
Perhaps most importantly since this is now public information - the actual InterCall conferencing product is excellent and is the reason we did not seek services elsewhereOur clients love it, it's easy to use even for our tech challenged team members, and we have not once had a problem with itWe have tried the competition's products and InterCall is at the top, especially for the value they provide

Complaint: ***
I am rejecting this response because:Awaiting receipt of payment
Sincerely,
*** ***

[redacted] – we sincerely apologize for the billing issues you experienced after you requested termination of service.  We have researched your account and identified the following:Two termination requests were received on January [redacted] 1 via email to our Customer Care department and 1 via...

the [redacted] support form on the West UC website.The first request was processed on January [redacted] successfully; correctly terminating your account.  The second request was processed on January [redacted]  While reviewing your account the agent followed an incorrect process which re-activated your account through February[redacted].  As a result you were billed for January and for a prorated amount in February.  You should have received a refund for the prorated usage in January however the agent applied a credit for the full month.  As noted, the credit was refunded in full to your credit card February [redacted]   The prorated amount of [redacted] is being processed and will be refunded to you via check. Based on this issue our teams are conducting a review of the termination and credit process applying Lean methodologies.  All Lean projects are presented to leadership including our Vice President of Operations.  West’s reputation as an ethical company is essential to our success.  We also take pride in our service delivery and our commitment to ensuring process issues are identified and resolved.  Again we apologize for the issues and the resulting inconvenience you experienced.

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Address: 8420 W Bryn Mawr Ave Ste #400, Chicago, Illinois, United States, 60631-3489

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www.intercall.com

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Shady, yet now dead: once upon a time this website was reported to be associated with West Unified Communications Services, Inc., but after several inspections we’ve come to the conclusion that this domain is no longer active.



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