2 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Stephen S
1 star08/22/2023
My law firm was a "valued" client of LexReception for several years. For the most part, the service we received was good. But in recent months, we saw a drastic decline in message quality (e.g., no details left in the actual message only a request to call the person back). We were willing to forgive some quality control lapses because LexReception kindly agreed to lock in our price and plan before they significantly raised their prices for all plans. Little did we know that this courtesy was only temporary. While reviewing our LexReception account, our office manager noticed that our plan and price had changed for the worse. Nobody from LexReception contacted us to let us know about the change or that we would be hit with major overage charges because of the change. When I reached out to LexReception about the issue, they're response was cold and uncaring - take it or leave it. So, we left. Lawyers beware - LexReception cannot be trusted.
LexReception Response
09/05/2023
Hello *******,
We regret to see your review.
I have reached out to you by phone and email several times but we have not been able to connect yet. We would like to better understand your experience and how we can improve. At Lex Reception, we take pride in responding promptly to our clients concerns and providing transparent and honest communication.
After reviewing your account, I noticed that you have been subscribed to the same monthly service plan since March 28, 2021. Your subscription was updated to a current pricing plan on August 1, 2023 as part of a planned pricing increase, which was the first pricing increase assessed. I also see that we provided advance notice of the change on both your June 1, 2023 and July 1, 2023 invoices.
I also saw that you reached out to your Account Executive via email to inquire about this change on August 22, 2023. Because your Account Executive was not available at the time of your inquiry, our client services team reached out to you on the afternoon of August 22, 2023. Upon reviewing the interactions with our client services team, and I do think those interactions could have been better. I apologize that our communication in response to your inquiry has not been as good as it could and we will work to improve in that area.
Please give me a call at ************ or email me at **************************************** I want to ensure that we address your concerns around the pricing increase and that you are subscribed to the best pricing plan to meet your business needs.*********************
Lead Client Account Manager
************
***************************************Review from Wendy D
5 stars01/12/2022
Exceptional service. Prompt answering and scheduling and does not waste time on calls. Works great with Clio Grow Scheduler and Clio Manage Calendars.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.