ComplaintsforAnswer Aide

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Answeraide in reference to me not receiving my phone messages ***** who stated he was the owner was not very helpful and nor customer service driven .I also questioned my billing invoice due to the amount and lack of messages . I expressed my need for clarification and stated it was better for us to discuss than for me to dispute a charge ***** then state he was terminating my account effective end of month which is 9 days and I would need to find a new company and he hung up . Not the quality of a good leader or a business man so my attemps to get clarification went on deaf ears

  Business response

  10/03/2022

  *** *****,
  

  Thank you for taking the time to reach out and voice your concerns to us regarding your recent experience. We apologize that you feel like you didn’t receive exceptional service from us; however, during our twenty-minute conversation, you changed the issue numerous times and contradicted yourself several times. This made it extremely difficult to assist you with your needs.
  
  As I explained on the phone, we use a third-party system to track (bcc) all emails we send to clients, just in case of any issues with the email delivery. This allows us to confirm and track any problems with emails sent to our clients. Since your messages were successfully BCCed to us, this shows that they were successfully sent to you, and the timestamp showed that they went out within a minute of the call ending.
  
  While we were on the phone, I sent you the last two messages that we sent you and did a test message. You proceeded to state that you found the emails, but then that you couldn’t find them even when you searched for them, and then that you have never seen them. After I advised you that you would need to contact your email provider to track the issue, you became abusive and made threats on the phone. I decided that we were no longer a good fit for you or your company, and I gave you notice that we were terminating your account.  
  
  We had never had to fire a customer before and did not take the decision lightly. However, since you wouldn’t allow me to assist you without changing the issue, and you were demanding a refund, making threats to sue us, and to call your bank to dispute the last charge, we decided to provide you notice and advise you to find a new provider. 
  
  ***** *** ********** only had three messages in September, and I have attached them to this letter for your review. The messages are from the email that we BCCed to, and you will be able to see that it was sent to you and will have the date and time it was sent.
  
  We wish you the best of luck and hope you can find a service you are pleased with, and hopefully, they will be able to offer the level of support you need. Unfortunately, we only charged you your base rate and never charged you for your usage in September; therefore, we cannot issue you a refund.

   

  Sincerely,
  **** ******
  CEO

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩