srose
Las Vegas,#2REBUTTAL Individual responds
Thu, September 13, 2012
I am Shirlee Rose and I have been an employee of Americare for almost 4 years. The company has successfully been in business for a little over 10 years.
I am a Verification Manager and one of 5 employees at my company that verifies orders. When I speak with our customers to verify their order, I go over the following: their shipping address, the amount of the authorized charge, the amount of product to be shipped, I tell them which shipping service we are using (US Priority Mail or Federal Express), I tell them our refund policy, and I tell our customer when to expect their package and I make sure they have written down our 1-800-498-9799 number in case the package is delayed or they have questions regarding their order. I also
notify the customer that I am recording the conversation.
If this alleged customer tried to call me back she would be able to leave me a message or get a message to me via the customer service toll free number. Our standard practice is to send our packages requiring a signature and we
track all packages through our service providers.
Had this alleged customer called our toll free number and no one answered they can leave a message and receive a call back within 24 hours, as our message says.
I do not recommend our representatives give out their personal cell phone numbers because it does occasionally lead to confusion. Our customers have fairly detailed conversations about their health issues and will often connect on a
personal level, and our reps will sometimes give out their cell phone. However, in every conversation I have with them I give them our toll free number and ask them to call Customer Service if they have any question. Each of our verifiers are required to make sure the customer has our Customer Service number.
If you checked out our Better Business Bureau report you would see we currentlyhave a A+ rating.
I respectfully ask this alleged customer to contact me directly so that I can look into their specific complaint. The best number to reach me or leave a voicemail is 702-666-7115
Regards,
Shirlee Rose