Complaint Review: SKW Central - American Fork Utah

My previous post regarding SKW Central was incorrect at the time it was posted.  After working with SKW Central to resolve my concerns, I have determined that this entire scenario was a misunderstanding.  Prior to my posting the comment, SKW Central had taken the necessary steps to correct any unintentional issues that I may have had with its customer service department.  This company takes care of its customers.

When I first read this it was right after I purchased the Sean Keegan Walker's Tax Liens and Deeds package. I too went to the free seminar and it seemed like a good idea at the time because of all the wonderful promises made.

The spokesmen told us how great the customer service was and that they would assist us and give us a call in 3-5 business days. I purchased this package February 25, 2012. It is now April 12, 2012 and I STILL have NOT received a call from them at all.

I am extremely disappointed in this service and company overall. I have been trying to contact the supervisor and all I keep getting is "He's not in." "He's in a meeting." I just called today as a matter of fact at 1:00 pm and spoke with a service rep who said he was in a meeting and would be availalbe at 1:30 pm. I called back and another service rep said he wasn't in.

She refused to give me his email or a call back number, was very rude to me which left me even more upset about this whole matter.

I don't know what else I have to do to get in touch with the supervisor. I tried calling and speaking with one of the service reps two weeks after my purchase and he was no help. I have his name if the supervisor can contact me. He said I'd need to talk to the supervisor whom never seems to be available.

I figured this had to be a scam if this company is so quick to take our money and never fulfill one single promise they made for their customers. I have never even received one single phone call from the company!

I even contacted Discover with whom the purchase was made through to file a chargeback to see if that would get SKW Central to contact me and they never did. They submitted paperwork to Discover that I had paid them for this program but why haven't they called me.

I am a very upset customer and cannot believe that a company can do this to people.

If the company has "put processes in place to prevent anyone else from ever having the same exprerience" where are those processes now in my situation?

I need the Supervisor to contact me. I have left messages with the customer service reps at the company and I do not know if they haven't been delievering these messages or the Supervisor just doesn't care. But something needs to be done about this immediately.

This company gives false promises and they do not need to be in business any longer.

I will be fine with a full refund of my money that I paid. This treatment is just unacceptable. What does someone have to do to get their money back when not one promise was ever met?

I am the filer of this complaint, and I am responding to the comment above.

To begin, regarding the testimonials, I'd like to point out that even Bernie Madoff had happy customers. The people that got out early enough actually did get paid, and make significant returns. Even a poorly run business needs to have some happy clientele in order to remain in business.

I want to make it clear: I am not comparing SKW Central to Madoff in the sense that they will take your money and run (like they almost did to me). They will just treat you poorly and hopefully not delete your account on accident.

As with any business, though, it is difficult to please everyone. I completely agree. However, that's a poor excuse for completely ignoring a customer's needs. I was not a problem-case customer. I was an easy-going, polite customer, with very simple needs. (Refer back to review.)

Although I find the claim that SKW Central has only had two complaints hard to believe (especially considering the trade2win forum thread along with my own), the general public will have to take your word for that since there is no proof on either side available. Considering my review, however, it will be smart to take that statement with a grain of salt.

Regarding my refund, it is true that I asked for an additional $500 in compensation for the headache I was given, my valuable time that SKW Central has generously wasted, and the stress that this unnecessary matter has caused me. I guess compensating people for these issues is a foreign concept to SKW Central, but the U.S. Court System has been doing this for centuries. I felt and still feel like it was a fair offer, as $500 is not a lot of compensation but enough to consider this messy situation resolved.

Plain and simple, SKW Central admittedly treated me very poorly. Also, admittedly, there is no excuse for this.

So tell me, then, as the manager of customer service: why are you still employed? For a customer to have dealt with such negligence under your supervision, and here you are admitting that you have no excuse for this, is unacceptable. Either Dean Graziosi needs to terminate SKW Central as a partnership, or SKW Central needs to terminate you for your incompetence and/or indifference.

Derek, you are probably a good person, but professionally, you made an extremely careless mistake. If you worked for my business, your employment would be terminated.

Now, SKW Central (Derek, to be exact) did contact me later on. This was also mentioned at the end of my review.

However, I wasn't contacted for the reason he would like you to believe. I was contacted not because of all the problems I've had, but because he saw a YouTube video on Google Search titled "SKW Central Scam" that displayed my account being mysteriously deleted. The reason he called was to ask me what he could do for me to take it down. In fact, he only found out about my problems when I told him about them over the phone, to which I received some generic customer service "BS" (for lack of a better term) and an offer for a refund.

I speak bluntly about customer service because having worked in it for two years myself (and one year as a manager), I know it when I hear it.

So now I am being offered a refund. That's great, but I've already filed a charge-back with American Express by this time, so technically, I have already gotten my refund. Was SKW Central going to double my refund? I doubt it. So the offer was useless, late, redundant, and only existed because I had a high-powered-SEO YouTube video with their name and the word "scam" attached to it. Ultimately, I did not need a refund because I already got a refund. (Thanks again, American Express.)

Regarding the 6 months of free access to the website: why would I want 6 more months of poor (or potentially nonexistent) service? Seriously?

Regarding personalized training: watching the videos already in existence on the website does not qualify as personalized training. SKW Central should really stop calling it that.

And last but not least, my mission is not to speak poorly about anyone's company or trash anyone's brand. As stated in my review, I rarely post reviews about anything online--especially negative experiences. Unfortunately for us both, my experience with SKW Central has just been so extremely poor that I had no choice but to warn other potential consumers to not throw their hard-earned money down this black hole.

Even so, my mission is not to damage SKW Central, but let the world know the truth. Nothing more, nothing less. If I can prevent other people from wasting money on this "premium" service, I have made the world a better place.

This is also disappointing to me, as a consumer, but this is life.

Hello, 

My name is Derek Webb. I'm the Customer Service Manager at SKW Central Tax Liens & Deeds. I'm genuinely interested in the success and happiness of our students and scour the web regularly looking for success
stories and feedback. I was surprised to come across this complaint and would like to address it with the readers.

I think it's important to let you know we have TONS of happy customers! In just the past month, our students have invested at least $450,000 in tax liens, with an average accruing interest rate of 14%. And because of our
relationships with the secondary market, we've been able to acquire these tax liens at a discounted rate (avg 15%), which we then passed to our students. This is a remarkable investment opportunity. It's no wonder our customers are so happy. Here's a sample of what they're saying:

"Becoming an SKW student has allowed me to learn all about the tax lien and deed purchasing process and has given me a ton of educational tools to help me find good certificates within my price range. I invested
$1,600 into 7 tax liens from several states at an average of 16% interest on each lien." - Susan Jensen, Ballston Spa, NY

"The program pulled everything together. It clarified a lot of things and tied a lot of loose ends that couldn't be tied elsewhere. Going forward it will be nice to have a reference point that I can trust. I put my money into 8 tax liens in both Maricopa county and Mahoning county at an average of 16% interest." - Jim LeQuin, Dublin, CA

As with any business, it's difficult to please everyone, even though we try anyway. As a company, we work tirelessly to keep everyone happy and are very proud of our satisfaction ratings. We've been in business for a
while now and I only know of 2 complaints - one was a simple misunderstanding that has since been resolved; the other (above) posted this complaint after asking for a refund plus $500 more than what he paid for the program.

Plain and simple, we did not take care of this customer as we should have - it's inexcusable. We have since corrected the problem and have put processes in place to prevent anyone else from ever having the same
experience. We have since contacted this customer to see if there was anything we could do to help him feel better about everything. We offered this customer a full refund, 6 months access to our website and training
program for free, personal one on one help. Unfortunately, to no avail, he is set on speaking poorly about the company and his experience.  

This is disappointing to me as the Customer Service Manager. As I mentioned previously, I am genuinely interested in the success and happiness of our customers and am completely dedicated to ensuring each customer has a
phenomenal experience with me and my staff, and the product. If there are any readers who would like to speak with me or my team, our direct line is (877) 484-8012. I promise to do everything possible to ensure you have
an amazing experience with our products and services.

Derek Webb
Customer Service Manager
SKW Central