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I had a similar issue with Notus as well. I spent $200 to have them re-write my resume...instead I got a reformatted resume with a few additions....was it worth it? No! I received just as many interviews from my original resume....I had to ask for them to complete our agreement to get the cover letter. This below is the letter that I sent to Steve R. and to Franklin. I did not get any response from either of them. Franklin even sent me the same canned email when I changed my email address on one of the job boards. It is lame that they would not even contact me to try to correct the problems....thay are not a quality company.
Spend the extra money and have your resume written else where....not here where you will get an expensive reformat job!
....please note I still have not received my receipt for the reformat....
Here is what I emailed to Steve:
Steve,
I should say that I am more specifically disappointed with your performance in regards to keeping your commitments.
1. You were 10 minutes late calling me the first time you were to contact me.
2. When you did call me, you were in a noisy environment (walking down the street, there were times that I could not hear you due to street noise) and then you were in your car. Your phone dropped my call twice during our conversation. All of this could have been avoided had you called me from a land line, in a quiet place and on-time.
3. You missed our second appointment and I had to contact your office via email to alert you/Mary that we were to be on a call with me.
4. When you did call (20 minutes late and after I had to contact your office), again it sounded like you were in your car and would not have been able to complete a webex presentation as we had scheduled to do. I feel that this is disrespectful of my time. I was here at my desk, computer on (as you requested) waiting for your call. Your time must be more important than mine.
5. During that call I talked to you about my resume. You were going to review the documents I had emailed Mary and you were going to follow-up and provide feedback to Lisa and Mary and then get back to me via email. I was expecting some sort of follow-up from you the same day (Monday) or Tuesday at the latest. Today is now Wednesday.
As far as the resume, Mary did a nice job of collecting my information for the re-write. We did spend some time on the phone and I emailed her 5 different documents. Lisa did a nice job of re-writing the resume in regards to making some changes and reformatting.
From our discussion, I actually had expected more from my resume re-write. I felt that I received my resume with a some quality additions and subtractions, I felt that the majority of the content was cut and paste from my original resume. My resume was fine tuned, and Lisa did a nice job. When questioned about the re-write; she told me that the content of my resume was good enough to stay in the resume and did not need to be changed. I can accept that.
Early on, I mentioned to you that I was on the fence of whether to use notus to re-write my resume or to use another national resume writing company. You convinced me that notus would be the better option. I feel that Lisa and Mary have done what was expected of them....however, I feel that the expectations that you created in regards to the re-write and your follow-up have fallen short.
Please note that Lisa and Mary have been addressing these items in a timely manner and that is greatly appreciated. You may request our correspondence from them if you wish.
At this point I will wait for Lisa to send me the cover letter as agreed and I will make the future changes to my resume.
I do not wish to do any further business with your company.
David
Camas, Washington
U.S.A.
1 Updates & Rebuttals
Steve Richter
Salt Lake City,Utah,
U.S.A.
Not a reformat of the resume, taking something good and making it better!
#2REBUTTAL Individual responds
Fri, October 10, 2008
It is important for us to make sure that as an organization, we conduct our business with the highest degree of integrity. To us, it is not a catch phrase, we truly do care about each individual we come in contact with, whether they become a client or not. So, when we saw comments like these posted here, we decided not to respond. We assumed that our track record was known and that people who were considering using our services would take the comments and then look at all of the other sources, including the Better Business Bureau http://alaskaoregonwesternwashington.bbb.org/WWWRoot/Report.aspx?site=114&bbb=1296&firm=55002952 and our ranking as one of the highest recommended Career Coaching Companies in the world on LinkedIn http://www.linkedin.com/svpRecommendations?scp=&sort=byResults&dgre=-1&cat=CRC&goback=.smp_*51 to gain a more complete picture.
However, we found in choosing not to respond it may give some, who without hearing the other side, the feeling that the comments are a reflection of who we really are and how we conduct ourselves, rather than an anomaly. That's not to say that we are perfect and have not made our mistakes. People have on a rare occasion slipped through the cracks and have waited longer than they should to be serviced appropriately.
In any case, no matter what the issue, as has always been our practice, if there is someone who has a problem with our service we encourage them to email our President directly at rhett@getnotus.com or please call 800.431.1990 and we will take whatever steps necessary to rectify the situation.
There is no question when it came to servicing David appropriately, and in a manner that we are accustomed to providing, I missed the mark. There are times, unfortunately, as I think we all have had, when circumstances combine to create a perfect storm. Having been 10 minutes late on our first appointment, I was more mortified than anyone when I realized that for some reason our second appointment didn't make it on my calendar. David had every right, as I would, to be put off.
I think it is important to note, that in some cases a resume client will feel that their resume should be rewritten, from top to bottom, and in most instances, that is true. Our resumes are not created from a template, but rather directly tailored for each individual. However, in David's situation, much of the wording and verbiage of his resume was in fact already well written! We do not feel it's appropriate to change something, to simply give the appearance that it's better, when in fact it's not.
I hope anyone who reads this would deduce that, beyond my own professional lapses, David was followed up with, and responded to, in a timely manner by my colleagues. I am proud of the process our company has, that if someone or something is accidentally dropped, it is immediately picked up and attended to by another member of our team. It's often said that all companies receive complaints, but the mark of a respectable company is in how they respond.