• Report: #960173

Complaint Review: Experience International | Ripoff Report Verified™ ..businesses you can trust. Commitment to customer satisfaction. ”Experience International working hard to live up to their customer service commitment. Ethical Investments, Socially Responsible, Environmentally conscious, Low Risk, Hassle Free, High Yielding Investments” ..property for sale abroad for investment or your dream second home.

  • Submitted: Thu, October 25, 2012
  • Updated: Wed, March 11, 2015

  • Reported By: Investor — London Internet United Kingdom
Experience International
1 Northumberland Street, London Internet United States of America

Experience International REVIEW: Experience International satisfaction commitment, prides themselves on excellent customer service ensuring clients return for repeat business. Experience International applies stringent set of principles scrutinizing each project to insure clients success, focusing on finding ways helping clients search for new opportunities effectively even in challenging market of today, offering an exclusive range of properties in some of the fastest growing emerging markets. UK, Worldwide
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Clients should feel confident & secure when doing business with Experience International. Ripoff Report Verified™ as a safe business service.

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EDitor’s UPDATE: Positive rating and recognition has been given to Experience International for its commitment to excellence in customer service.

Experience International have high standards but understand occasionally things can go wrong. Experience International’s principal, Mr. Stephen Warboys, has informed us that his personal commitment is that his clients are completely satisfied. As a successful businessman, Mr. Warboys feels it is critical to listen to his clients and respond properly, "Experience International has high standards but we know occasionally things can go wrong. If this happens please tell us straight away and provide us the chance to put it right for you." By always putting his customers first, Mr. Warboys hopes to maintain Experience International as a successful enterprise both now and for many years to come.
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The information provided in this report is based on comments made Katerina Botseva Steve Worboys held by a third party verification company with no biases toward Experience International.

Experience International are UK based real estate companies providing investors access to opportunities across various market sectors throughout the world. The company offers non-traditional products innovatively designed to meet the needs for today’s astute investor market sectors which are seldom available to the individual investor. The company completes 60-80 transactions per month. Approximately, 50% of their transactions are repeat customers and referrals.

The company feels they are set apart because they do stringent due diligence on a developer before they work with them. The process involves working with independent lawyers to verify titles which ensure that the market developer owns the land, has planning permission, and is in a legitimate position to market and sell the project. Additionally, Experience International states they are set apart because they have expanded their customer service team. For every 2 sales staff, they now have 1 support staff. When a client has an issue they will be immediately directed to a customer service advisor. If the company does receive a complaint they cannot handle, they bring in an ombudsman to mediate on behalf of the client to resolve issues.

Steve Worboys, Experience International's Managing Director, stated, “I have been with the company for 7 years and I have been dealing with investments from all over the world. We started with Bulgaria, then we went to Brazil, Egypt, France, and now we are focusing on the UK. Obviously, we always try to provide the best service possible; we occasionally have clients coming in to see the setup of the operation. In my opinion, apart from the occasional issues which are mainly caused by developers delaying the project or not delivering, we try to assist clients from the beginning and even after they have purchased with us.”

Experience International receives leads through the internet and then follows up with potential clients. They have signed an ICO (Information Communication Office) that verifies their data is legitimate and have acquired it correctly. When an inquiry comes in, the contact is passed to a sales representative who makes contact with the potential client to send them information. Then the client works directly with customer service to move forward with Due Diligence. The client works with Experience International to protect their funds (using services like Escrow).

In dealing with client complaints and questions, the company standardly responds to requests regarding the purchase process within the same day. If the requests have to do with delivering the project on time, they register the complainant and establish when the issue occurred. Then the company discusses what they can do to give the client the assurance that they are going to resolve the complaint within 48 hours. Katerina Botseva, Office Manager stated, “We always try to resolve it in house. If, let’s say the tenant has not paid their rent, then we contact the management company. If the house has damage, we have the building team try to resolve the issue. If the client is very unhappy, we work with the Property Ombudsman as it is recognized by the UK Office of Fair-trading.” The company continued on to mention if the client has a particular issue and they cannot resolve it or the resolution is not up to their satisfaction, the mediator can award up to 25,000 Euro in compensation. Although, the company states they have never had an instance where they were not able to solve the complaint in house and had to award compensation to a client.

An example of a complaint was when a client purchased a house and there was an issue that came up with the tenant. Experience International arranged with the management company to pay her the rent while the tenant was there, but then the tenant moved out. By the time they found a new tenant, there were amounts the client was not getting, was very unhappy, and wanted their money back. The company ended up reselling the house and paid her the tenancy money for the time that she owned on the house, then paid her exactly the amount she paid for the house. The client responded by swapping the management company for future projects.

Experience International is committed to do whatever it takes to make the client happy by moving away from international properties in their business practices. Additionally, with UK projects, they have all the client’s funds stay with a solicitor in escrow to eliminate risk for the client. In dealing with specific complaints on Ripoff Report, Steve Worboys stated, “I think what has happened there is they have not received their rent. In some cases, the property has not yet been refurbished properly in order to let a client in. That is where they have transferred the money to the developer and he has not completed the work. We have stepped in and financially contributed to completing the work.”

The company believes that being a part of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program is good for their creditability as it provides the vehicle to show potential clients their commitment to customer service. Katerina Botseva stated, “ Clients make one call, but do not see the preponderance of work we do to resolve an issues. They do not see the amount of costs and time. We have always taken our customer service seriously, but there are some things that are out of our control.”

In regards to previous complaints on Ripoff Report, Experience International explained their relationship with New Orbit Funding. Worboys stated, “Experience International previously sold properties all over the world. One of those places was Detroit and in selling properties in Detroit, we were the marketing agent for a company called New Orbit Funding. Now Experience International is completely separate and there has been a new company formed called Detroit Advantage. They are based in both London and Bournemouth and they are the developer and marketing arm for Detroit properties.

STATED IMPROVEMENTS FROM Experience International.

Customer satisfaction has increased from 85% to 95% and complaints have reduced by 90%. Client referrals and repeat business as a percentage of overall business have increased from 40% to 60% as a result of total customer satisfaction.

EXPERIENCE INTERNATIONAL / Statements from the owner.

In the past 6 months we have seen a dramatic increase in the number of repeat clients which is testament to our commitment to customer service and transparency. The recent notable increase in customer referrals is a measure of how we are delivering on our promises to clients."

Our unparalleled market knowledge, multitude of marketplace choice and proven level of customer service has placed us as the leading UK overseas investment property specialists. We pride ourselves on our excellent customer service which ensures our clients return to us each time they wish to purchase an overseas property in an emerging market. Our network of specialized staff offer confidential, personalized and professional service ensuring clients make an informed decision to suit their individual requirements.

Experience International’s customer service team have reconfirmed the company’s commitment to customer service . The client liaison manager at Experience International stated "I have seen first hand Mr. Warboys' personal commitment to customer service and the design of the customer charter. It always gives me great pleasure to go back to any customer following the chance to put things right and our customer charter has exceeded expectations.

Experience International recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation, Experience International has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our investigation, which included discussions with Mr. Warboys and many of his past and current associates, Ripoff Report is convinced that Experience International is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.

NOW TO THE ORIGINAL REPORT THAT WAS FILED --------------------------------------

Experience International A lot of people being taken for a ride London, Internet

I was contacted by Experience-International with an offer to buy investment property in Detroit.  I decided to be a bit more hands-on in my investigation, so I started by visiting them in their offices in London.  The offices were in a Regis fully-serviced office block, where you can rent offices by the day or by the week.  Perhaps not a good start.   The main office is located in Bournemouth, on the English south coast.

They showed me some properties that were for sale, and others that had recently been sold.  They said that most properties were sold within 48 hours of being launched on the market.  I had my eye on one in particular, but that was among those that were already sold.   The company said that the time-scale between agreement and completion was four weeks, and that completion would not take place until the properties were refurbished and occupied by tenants.

I decided to go and look for myself, so about 3 weeks later I booked a flight to Detroit.   The company said that they would pick me up and provide me with a hotel, but I decided to be independent, and booked my own hire car and hotel.  The next day the company sent a guy along to the hotel to meet me.  He was nice enough, but said that he had only just started working for the company, and didn't actually know which houses they had to show me.   After a few phone calls he arranged for me to meet some other guys, and we went off in his car to meet them.  They also didn't know of any houses they were supposed to be showing me, and said they couldn't make contact with anyone to get a list.  They also seemed like nice enough guys, but way out of their depth and doing the best to help in a tricky situation.   We looked at a few wrecked houses, and then I asked to see some that had been refurbished.  We visited some where some work had been done, but of an incredibly low standard, painting window frames that had no glass in them, laying carpets in houses where most of the painting work did not appear to be finished, all of the yards and outbuildings still in a derelict condition.  Most had no electricity or heating systems, these were 'coming later' apparently.

Eventually, using one of the brochures that I had from the meeting in London, we found the house that had been 'sold' 3 weeks earlier.    It was a derelict, doorless, windowless shell, no kitchen, no bathrooms, no plumbing, overgrown gardens, and absolutely no sign that anyone had done anything at all or even visited the property.    Is someone in the UK now the owner of this ruin, thinking they have an investment property with tenants in Detroit?  The guys I was with seemed genuinely shocked and dismayed themselves.  We gave up and they dropped me back at the hotel. 

The next morning the Company's English office contacted me to say that their Detroit Manager Sean was so, so sorry and that he would be contacting me to personally show me round some better properties.  I waited, and waited, and waited all week, and he did not do so.  I think he knew the game was up.

So who's ripping off who?   Do the guys in London or Bournemouth genuinely believe they are selling refurbished investment property, and the are the guys in Detroit ripping them off?  Or is the whole organisation a complete rip-off from end to end?  One thing is for sure - if you want an armchair investment property in Detroit, DON'T GET ONE FROM EXPERIENCE INTERNATIONAL.
If you want to get an investment property in Detroit, get on a plane and come and buy one yourself.  It's true, there really are pretty good houses for sale in Detroit for as little as $5,000 (3,000).

This report was posted on Ripoff Report on 10/25/2012 04:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Experience-International/internet/Experience-International-A-lot-of-people-being-taken-for-a-ride-London-Internet-960173. 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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