ComplaintsforIwebvisit.com, LLC

• Initial Complaint

  10/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a loved one at **********************************. I schedule several visits a week at $8 at a time. The visits never start on time. Ive heard ringing such as like a fax machine during my visit. Ive been connected to someone elses visit that I didnt know. All the customer reps say is its bad reception on my end. How is that possible when Im on the same WiFi for the other successful visits? The representatives are rude and have no compassion to understand all Im trying to do is give my loved one a better day by having a good visit. Its been times my 10 p.m visit was cut short of minutes.

  Business response

  10/05/2021

  Hello,

   

  ******* has been using our system since 7/18/21 and has scheduled over 90 visits since, often scheduling at least two visits a day, sometimes more.  She is a valued customer, and I wish she had reached out to me and will reach out to me in the future.
  
  She is right to expect compassionate and understanding services from our representatives and to have good visits. We understand the situations visitors find themselves in and want them to enjoy their video visits.  Compassion, understanding, and good visits are a collective goal for our customers here at iWebVisit.com.  When customers have concerns or complaints about their interactions with our representatives or their customer service experience, our representatives will refer them to our [email protected], my inbox. I address ****************************related issues by email or outgoing phone calls and offering to schedule a time to go over visitors' questions and concerns. 
  
  I want to work toward a resolution for the concerns that ******* has raised.  I'd like to know specific dates and times of the visits in which she experienced technical issues or when the visits were not starting on time that our representatives failed to address adequately.  She cited instances of rude and un-compassionate representatives, and I would like to investigate this and rectify it by addressing the individual or individuals.  Most importantly, I would like to know what a reasonable resolution looks like for ******* and work toward it. 
  
  Because I have not heard directly from *******, I don't know the specific situation that prompted ******* to contact the BBB instead of myself.  Based on the most recent note, I'm wondering whether it has to do with an email informing her she is no longer eligible for credits when we can determine technical issues are related to the visitor's connection or device.  Our Customer Representatives have advised ******* and offered troubleshooting and one-time courtesy credits in the past; future credits would only be eligible if we determined issues on the facilities side.  She is otherwise scheduling visits at her own risk. 
  
  However, this does not mean that our representatives and myself won't still try to troubleshoot, help her determine the cause of her issues, and advise her on her best options for having successful visits.  We have no control over the devices and connections visitors choose to use; we can only control the terminal's video, audio, and connection. We regularly check the internet connection to the terminals for optimal usage. Facility issues are always credited with waiver codes to reschedule visits at no additional cost.  We will do all that we can to help her have successful visits.  With Adriane's cooperation, I'm confident we can work toward a resolution.

*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. ↩