..... As a successful businessman, Mr. Tilipman feels it is critical to listen to his clients and respond properly. By always putting his customers first, Mr. Tilipman hopes to maintain National Debt Relief as a successful enterprise both now and for many years to come.
National Debt Relief's team leaders work hard with their team members to put clients first with ongoing training and feedback.
Another top executive of the company told Ripoff Report that Mr. Tilipman's personal business philosophy is based on the premise that "clients come first. Without satisfied clients, we would not be in business. Client satisfaction is emphasized from day one.” National Debt Relief's mission statement says it all: "Our goal is to provide our clients the best quality, value and professional excellence in the industry.”
One of the other things Ripoff Report learned in the course of its investigation is that typical customer feedback reads like this: "Everyone I have ever spoken to at National Debt has been completely wonderful. Everyone is so helpful and understanding of my situation and has done everything they can to help me feel comfortable. Thank you guys!” The information provided in this report below is based on comments made by Kevin Rice during an on-site inspection held by a third party verification company with no biases toward National Debt Relief.Ripoff Report Verified™ .. part of 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..
National Debt Relief (NDR) is a full service debt relief company, offering debt settlement. A program designed to help customers negotiate their unsecured debts. NDR doesn’t charge their customers any up-front fees until: 1) The company obtains a settlement, 2) They get the clients approval for the settlement and 3) Payment has been made on the settlement. National Debt Relief is a performance based business and only enrolls customers based on their true and sincere need for this program. Most of their leads are generated online. National Debt Relief is accredited with the AFCC, which oversees the industry and ensures best practices. Mr. Kevin Rice stated “We are not just a member of AFCC, we are accredited, meaning that we pass audits, etc.”
When Mr. Rice was asked to explain National Debt Relief internal processes, he stated: "
When a lead gets assigned to an agent, the client is provided a consultation, which is not transactional, it is us getting to know the client and feeling out the need for our service. We assess the type of debt, whether the client is current or behind, or whether there is a current hardship or they foresee a hardship. We also suggest other services if we see that our service is not the proper fit.”
In regards to their internal processes National Debt Relief is constantly updating their checks and balances and monitoring their 65+ agents. They have a team of roughly 13 people that their only job is screening sales transactions and making sure the company is compliant. Underwriting plays a vital role in this process. Agents repeat questions at various times throughout the process so that they ensure that the clients understand what is happening. The Company has a system that keeps tracks of when clients were last contacted, what has been discussed, where they stand in their relationship and so that agents can build off that information in their follow-up.
The company outlines their complaint process as a series of escalations through the various levels of management. When there is a more serious complaint, it goes directly to the highest level of management. They have a complaint policy written into the welcome package that is sent to clients. National Debt Relief has a philosophy on the floor that everyone is warm and fuzzy until the call becomes escalated. The complaint will go through an agent, team lead, supervisor, department manager and then to the VP of operations. They take complaints seriously, maintain compliance with TSR and want happy clients. They have updated talking scripts and they have implemented a new system of ongoing training with an emphasis on a strong foundation. National Debt Relief / Customer Service Excellence
When asked to provide a specific example of a situation where a client was not satisfied with the level of service they received, this is what Mr. Rice had to say: "
There was one situation where a man was working with one of our agents. In one of their four calls, it was discovered that there were 4 charges that the man did not want to include in the debt settlement. The agent could have done a better job of explaining why the charges had to be included, but the man was upset. In a follow up call, the man basically ‘stiff-armed’ our agent and said he did not want to continue with our service. The agent thought the call was over so he said ‘Good Luck’ and hung up. This infuriated the man. A complaint was filed and our agent’s supervisor spoke with the man. He did a great job, apologized and the consumer said ‘Thank you. It might be because I am going through chemo and am in a bad mood lately.’ The supervisor invited him to call back if he wanted to. About a week later, we received a BBB complaint, which was grossly exaggerated. In response to this complaint, we simply turned over our evidence. We have all of the calls recorded and there was already an internal record of this situation. In the end, it isn’t about being right. It is about being effective and making sure the consumer feels that they were heard, listened to and addressed properly. Because gosh, who cares about being right.”
When asked about Ripoff Report’s Corporate Advocacy Business Remediation and Customer Satisfaction Program, Mr. Rice stated that they are in an industry that has had a black eye and in some ways, still does, so they want to set themselves apart. National Debt Relief wants to work with any consumer advocacy program and adhering to the standards that they set. It allows them to better serve their clients and allows for better transparency for the consumer, which all in all makes them a better company. “It means everything.” Mr. Rice stated. National Debt Relief / Customer Testimonials "
This was a difficult decision for me as I had never encountered financial problems to this extent in the past. Speaking with the representatives at NDR was a pleasure because they were professional, courteous, knowledgeable, respectful, and genuine. My concerns were addressed each time I called to ask questions. I received empathy and understanding. I appreciate the level of professionalism and pray that this will resolve the bulk of my financial distress. I greatly appreciate this service.”
~ Toni P. Bronx, NY "
I can’t think of a better experience I’ve had from start to finish with any other company. From the first call, Paul immediately felt my hesitation and was very frank, honest, and not ‘preachy’ at all. Everyone I have dealt with have been polite, professional, courteous, and prompt. When Paul didn’t have time to answer an email one afternoon, he called me directly to address my questions for my better peace of mind. Without a doubt the best customer service and most compassionately professional experience I’ve ever had in my adult life.”
~ Wilson F. MI National Debt Relief / Statements from employees. "
It's such an amazing feeling to know that I can experience the joy of having a career that I actually enjoy. The feeling I got when I began working for NDR was warm; my colleagues are very welcoming, judgment free and are open to any questions/concerns I may have about my position as an Underwriter, and the quality of my work. My bosses are easy to get to know, they are approachable, and do not hide in their offices all day; we're a family here, everyone knows each other, and welcome new employees, making everyone feel comfortable. I learned the value of responsibility in this company, by putting the client's that I service first in everything I do throughout the day, which ultimately benefits NDR as a whole. The hardest part of my job is being comfortable with everyday tasks as it can sometimes be robotic, the most enjoyable part of my job is hearing how happy and confident a client sounds in our program, before our conversation is complete” ~ Underwriter and Current Employee of National Debt Relief. "
NDR is Fun, Friendly, and Rapidly Expanding! I really do enjoy working at NDR. Although it may have a dark past it truly has turned around. Now that the industry is regulated they've become more successful than ever before, growing rapidly and expanding everyday. In fact, we are reminded constantly to be honest with our clients and have daily meetings going over any faults that were made that day. The work place is extremely friendly and although we do work hard, loud laughing and friendly joking can be heard all over the office. I enjoy the atmosphere, no one is ever hovering over you however we are monitored and scored. Scores aren't scary, they can be fun in a competitive way. The office culture is laid back and everyone is really easy going. Although work must be done honestly and thoroughly it's fun because it's not hard to joke around with any co-worker sitting around you. Everyone is extremely friendly, positive, polite, and considerate.” ~ Another current employee
National Debt Relief has expressed that they feel very confident doing their job. National Debt Relief's leadership has over 10 years of combined experience in the debt consolidation industry.
National Debt Relief takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "I've been a counselor with National Debt relief for nearly a year now. The corporate culture is relaxed and friendly. Everyone functions as a team and is always ready to lend a hand and help a team mate provide the best service possible to our clients. The management sponsors friendly competitions and gives out cash and other prizes for top service and achievement on a daily basis. On Fridays, as part of dress-down day, we pitch in to support charitable organizations such as Wounded Warriors and St. Jude's Hospital. It's great to be part of such terrific group of people who give their all to help others!"
Ripoff Report was pleased to learn that National Debt Relief’s past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction. National Debt Relief / Mission Statement "
Our mission is focused on helping individuals achieve freedom from financial debt through debt settlement. We aim to provide our expertise to ensure that consumers are able to accomplish debt reduction with the least possible payment amount and term. It is also our intention to provide not just debt reduction services but also financial consultations and education to ensure that consumers who go through out care will continue to live a debt-free life. We wish to promote debt settlement as the best alternative to bankruptcy, credit counseling and debt consolidation. Our ultimate goal is to be the number one advocate of the Americans when it comes to re-establishing financial stability in the least amount of time and resources possible. National Debt Relief / Responsible Leadership & Professional Memberships
National Debt Relief promotes responsible leadership and is a proud member of the following:
BBB – National Debt Relief is a Better Business Bureau Accredited Business. You can view our accreditation.
AFCC – The American Fair Credit Council. AFCC is the leading association of professional Consumer Credit Advocates with the strictest Code of Conduct in the industry. We comply by all audit and secret shopper criteria as monitored through regulatory compliance agencies.
IAPDA – International Association of Professional Debt Arbitrators National Debt Relief / Excellence in Customer Service
National Debt Relief combined with our servicing partner has tens of thousands of customers and they are all hard working people just like you. You are the reason we come to work. You’re the reason hundreds of our dedicated employees strive for excellence every day.
STATED IMPROVEMENTS FROM YOUR NATIONAL DEBT RELIEF.
- The Customer Service reps and Negotiators are in teams to better serve our clients
- All of our clients have experienced some sort of financial or medical hardship leading them to this best solution
- No fees until your debts are settled and agreements with creditors are reached We do not charge any cancellation fees and you can always get all your money back.
- Our experienced and professional debt arbitrators, negotiators customer service and operations are getting the job done right for over 10 years. Our highest compliment from you is a referral of a friend or a family member that we may help as well, and we thank you for all of them.
National Debt Relief 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 Rip-off Report’s Investigation National Debt Relief has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
National Debt Relief takes any and all complaints seriously and believes in going above and beyond to make the situation right. "
Satisfied clients are our number one priority. We will do everything in our power to make sure the client is satisfied. We aim to offer the best service and best debt consolidation programs in the industry.”
In summary, after our investigation, which included discussions with Mr. Tilipman, Ripoff Report is convinced that National Debt Relief 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 Rip-off 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.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Programthey agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer. NOW TO THE ORIGINAL REPORT THAT WAS FILED