When did we (Americans as a whole) accept that crappy customer service is acceptable? I am so tired of businesses who take our money and treat us like they don’t give a flip. Yep, I know .. they don’t give a flip. For the most part, we’re probably dealing with employees who are worried about losing their jobs and paying their own bills but the big dudes getting the big salaries are the ones I think are mostly responsible for bad customer service.
My first and most recent complaint is with Blue Cross Blue Shield of Minnesota. Probably in mid-December we received two checks from them, one for $466 and one from $288. The explanation letter said they were paying us directly instead paying of my dermatologist. I called the doctor’s office and told them that the insurance company had paid us and if they would send us a bill, we would pay them. They told me that as soon as they got notice that the insurance company was not paying their bill, they would send us a bill. A week or so later, we got a letter from Blue Cross saying . . oops, we didn’t mean to send you that money. Would we please be so kind as to send back $466 plus $288. They had a toll free number. Please call if you have any questions. I called. I wanted to know what had happened. Had they paid the doctor direct? The checks they sent us had probably not even cleared our bank yet and I wanted to wait til that happened. When I called, I put in the extension and was told the next available person would wait on me. After about 15 minutes on hold, a recording came on that said they were busy, leave my number and they would call me back. I left my number. They did not call me back. Over the next week, I called three more times. Vince called several times from work. Together, we left 6 messages and no one ever called back. Vince said “Heck with this . . I’ll just send them the money back. If they didn’t pay the doctor direct, we’ll work it out later.” He sent them two checks. The checks went through our account on January 9. Since then, we have received three more letters, each getting a little more irate that we have not paid $466 plus $288. Each time they’ve sent letters, I’ve called and left a message and no one has called me back. Vince even wrote them two emails. No response to anything. But, the letter we received Friday informed us that we would be turned into a collection agency if they don’t receive the money by February 12. Trying to call the phone and extension in that letter leads to a fax! At that point, I called and punched ZERO til I finally got a human. I gave her all the info and she called me back this morning and told me that they have no record of us calling; but they did receive our payment and just haven’t gotten around to posting it yet.
Do you think they may have gotten it posted before February 12 or would they have gone ahead and sent it in to collection and maybe figured it out later?
My second complaint is with Frank Fletcher Toyota in Joplin. If you’ve bought a new car, you know that those dealerships walk on water (to hear them tell it) before you buy a car. To hear them tell it, they can’t do enough for customer service and they make sure you know how great they are. We bit and bought the Highlander from them. The first and only time we took our Highlander back for an oil change, the guy didn’t put the paper covers on our mats and got huge, greasy foot prints on the floor mats. Vince went back in and told them and they said they would take care of it. They were going to order us new floor mats and have them sent to the house. We waited about a month, called back and told them we never got the mats. Oh, so sorry! We’ll get those right out to you. We’ll even send them overnight. Not a problem . . don’t waste the money . . just get them to us. Waited another month and then when we were in Joplin again, we went by there. Vince talked to the sales manager (who seems to never be the same sales manager they had last time) and . . goodness, he couldn’t believe this had happened. He would get those floor mats right away for us. Nope . . never got them. Friday while I was already aggravated with Blue Cross, I gave Frank Fletcher Toyota a call. I doubt they care but you can bet I don’t trust those people, think they’re typical car salesmen and will not buy another vehicle from them!
This kind of stuff just makes me so aggravated! Why can’t these people do what they say they will do and what they’re supposed to do?
I don’t have to deal with Frank Fletcher again but I’m stuck with Blue Cross.