- Report: #1073215
Report - Rebuttal - Arbitrate
Complaint Review: Branza, Inc.
Branza, Inc.2900 Bristol St. Costa Mesa, California USA
Branza, Inc. Rude, Impatient, Unprofessional Costa Mesa California
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Wendy & Lindsey were so patient and professional with me when setting up my account, but today, Lindsey, and especially Adam, proved the other negative reviews here were well-deserved.
2 days after I signed their TOU agreement, and Branza withdrew funds from my account, I got what I thought was the same offer of services from Google, and by the time I finished talking with Google (at length), it seemed as though what I thought I was paying Branza for was something I could easily do -for free- on my own, namely setting up an Adwords account, and a place on Google Maps. So to give Branza the benefit of the doubt, I called to get clarification about what I was really paying for, and why I would need what Branza offers that I can't do on my own.
I spoke with Lindsey, and she became increasingly irritated and impatient, and then handed me over to Adam because she had to go to a meeting. But Adam was not only more impatient, but was incredibly rude and completely unprofessional. He would cut me off, talk over me, assume what I was going to say, assume what I was thinking, assume what I intended, and would go off on tangents based on those assumptions. He was so arrogant! It became incredibly draining just to keep him focused on the real issues and deal with his argumentative, combative personality. Then ee told me how much time our call had already taken, as if my questions weren't even legitimate, and how he could be using his time to help other customers. His words and attitude essentially made me feel that my concerns as a paying client were invalid, and that I was annoyingly wasting his time. Simply uncanny.
I simply wanted to clarify what I was actually paying for. I have a right to be an informed buyer. But both Lindsey and Adam sounded almost defensive as they peppered me with strings of jargon and buzzwords, as if they hoped I'd be too stunned by the mystique of their knowledge to listen critically and ask for what they meant by one term or another. It felt as if they had a guilty conscience, like they knew they were selling me a bill of goods and were desperately trying to distract and overwhelm me so I'd just give in to the sheer exhaustion of their tactics. I've had much training in sales, both hard and soft, so I know when someone's trying to manipulate me into giving them my business instead of truly listening to my needs as a consumer and trying understand and fulfill them.
Both of them said, more than once, "Just let us do our job." I was stunned! I wasn't in any way telling them how to do their job, I was only trying to understand what I was really paying for. They both impressed me, especially Adam, that they didn't want to be bothered with these questions, and that they just want clients to give away their money without question.
Branza has a LOT to learn about how to properly train their staff to be professional and use proper communication methods to not come across as condescending, rude, arrogant, and impatient. I've been in customer service for years, and taken communication courses, and of course I've dealt with all manner of service providers over my roughly 39 years of life, so I know the difference between good and bad communication and customer service.
I don't know if it's the leadership and policy, or just these two really immature staff members who are clearly inexperienced and unskilled in effective communication and customer service, but it would be in the company’s best interests to ensure their staff doesn't cop attitudes like Lindsey, and especially Adam, did today, because it cost them not only my business, but potential business I might have referred to them, as well as the business from consumers who would be dissuaded by these negative reviews. Not only did they waste my time, but they wasted their own time.
The only redeeming thing they did was give me a full refund since it was still so early in the process. I’m just glad we weren’t already further along, because I’d hate to spend my money only to get this kind of treatment later. The Branza staff showed their true colors, and I consider this experience as dodging a bullet.
This report was posted on Ripoff Report on 08/05/2013 01:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Branza-Inc/Costa-Mesa-California-92626/Branza-Inc-Rude-Impatient-Unprofessional-Costa-Mesa-California-1073215. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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