Quote from @Anton Zherelyev:
Quote from @Ruth S.:
Quote from @Anton Zherelyev:
Ruth, as the CEO of REI Call Center I wanted to personally respond to your message and express my sincere apologies for any disappointment you've encountered. I vividly recall calling you when you started and providing you with my direct cell phone number to encourage open communication. Unfortunately, I have never received any calls or messages from you since then.
I reviewed your account in full detail and can honestly say that our team at REI did everything we possibly could to keep you satisfied throughout your journey with us. However, despite our best efforts, it seems that you found ground for disappointment at every turn. To a point where I even gave an authorization to send you a full refund for the three months of us working diligently for you during your five-month journey with us.
I can proudly say that from the Lead flow of 20 + qualified leads, we met this target every single month. Your Acquisition Closer did have a passing in his family during this time and we replaced your caller that day, with one of our best callers, but you still found a reason to be dissatisfied, to the point of being very aggressive with the entire team. Again, to correct the situation, we issued you a full refund for that month to keep you satisfied.
It seems that despite our best intentions, we may not have been the right fit for your needs. I sincerely wish you the utmost success in your future endeavors - and as per our moto - LETS CLOSE MORE DEALS!
Thank you!
Anton, CEO of REI Call Center
Anton, you did provide me with your number so I tried reaching out to you and never got a response back. Check your texts. When that didn't work out I tried messaging you on Whatsapp and tagging you in multiple conversations with the team on Whatsapp. I can also see that you read my texts in Whatsapp as they show a read receipt.
- When I first started out, I was getting a decent amount of leads for the first month which was good. However, it quickly declined after that. When I checked in with the team on this, they even admitted that my lead flow was scarce and that my cold callers weren't performing. They tried to compensate for this by providing me with an extra list to call which I appreciated but even that proved to bring barely any more lead flow. So you stating that I was getting a good amount of quality leads is incorrect. My lack of lead flow is the reason why I ended up downgrading my subscription.
- In addition, as part of joining the company we were supposed to have a website set up. I had to continuously follow up on the status of this website and it took over two months for it to be constructed.
- You stated that someone had a family member pass and I received a replacement that day. I was never made aware that anyone had a family member pass and if anything I was always understanding to any type of family emergencies, power outtages, etc that happened on numerous occasions. What I didn't appreciate were the times that I was not made a aware that my VA would be starting later than agreed upon or that they were not showing up at all. I do not appreciate you saying I was being aggressive when I continued to have patience for much longer than I should have. When someone is having patience and understanding and the same things keep happening over and over, there comes a time when they need to stand up for themselves and speak up which is exactly what I did.
- Any Acquisition Manager I was assigned to had something that came up on multiple occasions where they would either start later than agreed upon or not show up at all without a heads up. I had to follow up with my Client Success Mangers on numerous occasions to find out what was going on. I shouldn't have to chase after an answer for something like that. Proper communication is the respectful thing to do.
- You're saying you authorized a 3 month refund for me. I've never received that or been told that I would get a 3 month refund.
- What was the last straw for me was that after numerous times of my VA not completing their full shift or dialing for me at all, I requested a refund for services for that month after being constantly disappointed. I was told I would receive a refund for that month due to my poor experience but what they did was cancel my subscription when that was not what I asked for and halted the momentum of my business. At that point I told the team multiple times to have you give me a call since I realized from past experience you were hard to get a hold of. My numerous attempts to speak with you have been ignored until now that I have chosen to share my experience publicly I still have all the receipts of everything that transpired and my numerous attempts to reach you.
I really hope as a business owner, you do a better job at overseeing what is happening within your business and show you actually care when your business is not upholding the standards that were promised. I was very optimistic at first when you said that your door was always open and to reach out if I needed anything. I was disappointed that this was not upheld and it took me posting publicly for you to reach back out.
Dear Ruth,
With all due respect, what your are saying here is completely misleading and false. Look at your original post where you said yourself that "at the beginning I did close a couple of deals" which proves to you that we delivered on what was promised - up until things started to go wrong with you coming up with issue after issue for no apparent reason. We even issued you the 3 months of refunds to keep you satisfied - continuing to work for you regardless - for transparency I am posting a screenshot of these refunds for the 3 months below - that you claim you have "never received" - really?....
Before you start badmouthing others, especially calling them a "liar," please get your facts straight - REI Call Center was build on transparency and hard work of our employees - with whom you were very disrespectful with. For the rest of the the Bigger Pockets Community reading this, please make your own judgements on this post from Ruth, facts are facts and we never mislead anyone who has worked with us and always delivered on our promise. Ruth, I wish you all the best, and hopefully you do not treat everyone you come in contact with the way you treated us - although I highly doubt it...
Thank you,
Anton, CEO, REI Call Center
Anton,
I took the liberty of adding screenshots here to accurately depict the lapses in quality customer care and service I received throughout my experience with your company. If you read what I said in my previous post you’ll see that I did say I closed a couple deals at the beginning and then it went downhill, which I addressed to my team. If you refer to the screenshots, you’ll see that my CSM even admits to the lack of performance from my cold callers. When the problem persisted with my cold callers not generating many leads, I requested to downgrade my subscription to remove the cold calling service and keep the acquisition manager only which would be at a reduced cost. After I was given confirmation of my downgrade request, I was still mistakenly charged for the full amount instead of the downgraded service. I had to request a refund for the overcharge multiple times before receiving it. This happened for 2 consecutive months. To be clear, your screenshot is for the refund of the overcharge from October and November, NOT because you tried “to keep me satisfied.” The 3 month refund that you spoke of in your previous post was never mentioned or given to me. This is only one example of multiple instances of failed customer service. I also had numerous instances of my acquisitions managers showing up late without notice or not at all as I mentioned in my previous post. Your team even admitted that these actions were unacceptable as seen in my screenshot below. When I expressed my disappointment with my acquisition managers behaviors, I requested a refund back for that month to compensate for the inadequacies. The team decided to cancel my subscription in December in order to process the refund which is not what I had requested. That is the refund shown for December in your screenshot. Again, these are only a few examples of instances where I experienced disappointment with your company. For you to say I had issues for no apparent reason is misleading. When you are paying for a service and the expectations are not being upheld, that is most definitely a reason for expressing concerns.
If you read my previous posts, I never said anyone was a “liar.” I was asked to elaborate on my experience which is what I did. Your employees were actually very nice to me which I did appreciate and is probably why I ended up staying with the company from July-December. However, there was a lot of disorganization and lack of communication which was my issue. After months of this, I did start to lose patience and became more direct with my team as anyone would after so much time and money has been invested.
For the Bigger Pockets community reading this, I’ve included screenshots here of my conversations with the team which highlights my concerns and provides some context. I’ve also included screenshots of my attempting to reach out to the CEO to discuss my concerns with no response back. I’ve taken the courtesy to redact any names, phone numbers and photos of the team members in order to protect their privacy unlike Anton did here when he posted a screenshot with sensitive information of mine.
I hope this helps shed some light on my honest experience with REI Call Center.
