Business ProfileforStormWise

On April 10, 2024, Better Business Bureau recognized a pattern of complaint from consumers regarding customer service, service, and billing issues. Consumers allege poor phone responsiveness, callback delays, lack of professionalism, and being provided incorrect information. Consumers allege delays in repairs to be completed. Consumers also allege being billed excessive storage fees and not being reimbursed for rental car costs. BBB has requested StormWise provide a written response to the pattern of complaint and to sign the agreement to eliminate it.

The business responded to Better Business Bureau on April 18, 2024.

"I would like to address the changes we have made since speaking with you prior to the file review. First, I have attached a copy of the agreement in which I signed.

As for the analysis you found, we have addressed these issues in a variety of ways. We have instituted spot checks and analysis for the customer service issues. Employee availability is randomly audited several times a day to ensure calls are not being sent to voicemail. Everyday all call logs are monitored which tells us if any calls were missed and need to be returned. Our two main email accounts are also audited to see if there are any unread emails daily. If we find that calls and/or emails have been missed, disciplinary actions from coaching for a first offense and up to, and including, termination are the consequences for these actions. A similar plan has been put into place regarding the quality of communication for our customers. We have put a plan into place to spot check calls everyday to monitor and score how we are handling these calls. This is to ensure correct information is being shared as well as the tone of employees on the calls to try and prevent any rude and/or unprofessional communication. We also update every customer twice a week regardless of if there is any change in repair status or not.

As we discussed on our call, much of the delays are out of our hands due to how many claims insurance companies get and how quickly and accurately we can get estimates and supplement reviews from them. However, we have taken steps to communicate these issues and ease expectations. We have rated insurance companies and are communicating these issues with our potential customers before we even get their vehicles in for repair. 

Regarding the billing issues and rental car costs, we have made some changes there as well. Our storage fees are charged to insurance companies and our rates for such are fair and reasonable for our area. They are not charged to customers only for insurance. We have adapted our rental policy and are making the necessary changes in our paperwork as well as working with our marketing team to make those changes on our website and advertising as well."