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Review 7/3/2010
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In response to message left by the company to this complaint, I am extremely dissapointed in the response from the company. I did not call past working hours. In fact I called during business hours and left a message for Mr Garcia to call me back, which he did. If he decided to call me back after normal business hours that's on him. He also had me send him an email so I would have written record of the cancellation. I did this the same time.
As for speaking to someone, No one ever called me back and I never did speak with anyone. I still haven't. This is a false statement. My last attempt to call Pauline I left 1 last message stating that if I had not heard back from the company by the end of that week that military legal would be getting involved. It's funny how my refund magically showed up back in my account about 2 days later.
Everything that Natasha has stated here is incorrect and not true.
The good news, I did get my money back but that was after this post as well as after having to speak with my legal department in the service.
Do not waste your hard earned dollar on this company.
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Business's response - by Natashaon 7/8/2010
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We are apologetic that Amanda feels that we did not provide here with good customer service. USVL stresses the importance of customer service with all levels of employees. We understand how stressful moving can be at times and the level of service that a company provides is priceless. We put our cancelation policy in writing to all customers so they are aware of what we are liable for as a company as well. Not one customer’s money is kept if the request is made within the correct timeframe.
Amanda's request to cancel was made after the business hours of the cancelation department on 6/28/10, but still with plenty of time before she would not be eligible for a refund. At our office once an account is noted of your request to cancel, that is the date that our office honors as a customer’s request to refund, not if you actually spoke with someone. The very next day she spoke with our cancelation representative and her account was cancelled. Amanda's refund was processed by this office July 1, 2010. This review was written 4 days after she spoke with our office and was advised she was receiving a full refund in accordance with our cancellation policy that is provided to all of our customers in writing.
We are aware of the extended hold times our customers experienced during the end of the month in June. It is something we are working on, however, the end of June is typically one of the busiest times of the year and we made all efforts to reduce the hold time as much as possible.
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