- Report: #377195
Report - Rebuttal - Arbitrate
Complaint Review: Rip-off Report Investigation: Freedom Debt Relief Commitment To 100% Customer Satisfaction
Rip-off Report Investigation: Freedom Debt Relief Commitment To 100% Customer Satisfaction1875 S Grant Street, Suite 450 San Mateo, California U.S.A.
Rip-off Report Investigation: Freedom Debt Relief commitment to 100% customer satisfaction, pledges to resolve complaints & address inquiries. Commitment to Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. Freedom Debt Relief is an accredited member of TASC (debt settlement industry association) whose employees strive to go above and beyond the client's expectation in the pursuit of excellence in every aspect of the business. Consumers can feel confident & secure when doing business with Freedom Debt Relief San Mateo, California
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Freedom Debt Relief joins Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. ..A long name for a program that does a lot for both consumers and business alike.
Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, which assures their complete satisfaction and confidence when doing business with a member business..
As a matter of policy, when Rip-off Report is retained by a company to mount an independent investigation and to publish our findings, we examine the truthfulness of the consumer complaints using every bit of information at our disposal. Our process is systematic and highly effective because: 1) It takes place at the consumer level and 2) the company or individual in our Corporate Advocacy Program must commit to 'doing whatever it takes to make things right with their customers.' By working closely with the company or individual, Rip-off Report can track the footprints left behind when their promised level of customer service is actually followed by the solid ground of real behavior. Only then do we publish our findings
Rip-off Report cannot ever guarantee any product or service, but we can only report what we find, in order to help you get a better understanding of the company or individual we are investigating. That having been said, the conclusion Rip-off Report came to after our investigation, to the best of our knowledge, is that this company is a reputable firm, offering products and services of real value.
ALL COMPANIES GET COMPLAINTS, BUT HOW THE COMPANY HANDLES THOSE COMPLAINTS, SEPARATES GOOD BUSINESSES FROM BAD BUSINESSES.
By Ed Magedson - Founder, Rip-off Report
Freedom Debt Relief approached Rip-off Report last month with the express purpose of resolving consumer concerns posted on Rip-off Report. After a recent mailing to everyone who filed a Rip-off Report, it became apparent that Freedom Debt Relief is sincere in their commitment to remedy any and all customer concerns. Company executives stated to Rip-off Report that Freedom Debt Relief has now dedicated a portion of their customer service team to work exclusively on making improvements in the customer service arena. These changes were implemented as a direct result of feedback they received from Rip-off Report.
As a sign of their commitment, Freedom Debt Relief recently conducted a customer and employee survey with a the commitment to continual improvement and customer service excellence. As a result of this survey Freedom Debt Relief has implemented no processes centered around a superior customer experience. An executive told Rip-off Report that Freedom Debt Relief's corporate mantra is clients first, employees second and profits third if you take care of the first two the third will follow.
FREEDOM DEBT RELIEF IS AN INDUSTRY LEADER IN BEST PRACTICES AND CLIENT DISCLOSURE
One of the surprises that came from the Rip-off Report investigation was the fact that Freedom Debt Relief serves on the Board of Directors of the industry association TASC. TASC is paving the way for best practices across the industry and requires that all members adhere to TASC approved customer service process and clear and plain language client contracts. Freedom Debt relief understands the saying, "you can be judged by the company that you keep" and as such they are very selective of the affiliate companies with whom they do business to ensure they are held to the same high standard. In fact, Rip-off Report learned from a company executive that they have ended relationships with companies that were not willing to make changes. In today's business world how often do you find a company willing to walk away from profits in the name of ethics? Freedom debt Relief believes that without integrity and honesty there is no sustainable business. Freedom Debt Relief carefully screens the companies that refer them business in an effort to help the clients that are working towards a successful business. Freedom Debt Relief also endorses companies that they refer clients to, but maintains that those services are 100% optional and will welcome feedback on these companies for further evaluation at firstname.lastname@example.org
ANY BUSINESS THAT CAN ADMIT THEY MADE MISTAKES AND CORRECTS THOSE MISTAKES IS A BUSINESS YOU CAN TRUST AND WORTH DOING BUSINESS WITH
Company executives also stated that over that last few quarters they have opened a redundant customer service call center to ensure 100% up time, they have invested significantly in state of the art technology and phone systems, and they have hired additional industry veterans to help continually improve the customer service department. Since these changes the customer department has been consistently operating at service levels above the 95% range with markedly increased customer satisfaction levels and sub 15 second average hold times.
Because of our investigation and the sincere efforts put forth by Freedom Debt Relief, Rip-off Report is proud to give Freedom Debt Relief a positive rating. All in all, the company implemented strategic changes to its Customer Service Department and reached its goal of achieving total customer satisfaction through excellent service. This was made possible by a totally honest approach to corporate introspection.
Freedom Debt Relief's CEO stated "We understand that the only way to grow as a company is by recognizing that we can and should get better every day and then committing the resources necessary to achieve excellence". He then added, "We have a terrific business committed to excellence but we also know that we have made mistakes, all businesses do, but it's how we react to those mistake and fix them that makes us a better company ".
FREEDOM DEBT RELIEF CONTINUES TO GO ABOVE AND BEYOND BY IMPLEMENTING QUALITY ASSURANCE PROGRAM.
Freedom Debt Relief has also created a Quality Assurance team and customer service feedback loop. All customer service calls are recorded and a QA review process is followed to monitor performance and provide feedback to customer service agents. This quality assurance program not only focuses on the positive and timely resolution of customer needs but also on the professionalism and etiquette of the team as a whole.
FREEDOM DEBT RELIEF GIVES THEIR CUSTOMERS THE BENEFIT OF THE DOUBT...
A Freedom Debt Relief executive commented "We're at a time in our country's history where the average American family is saving less than $450 per year and has a mountain of debt compounding at very high rates. We do our very best to get our clients out of debt and have a track record of settling debt for 49% of what is owed but this is not a silver bullet, there are no free lunches". Rip-off Report regrets that we need to say this, but when we assume debt it can often become a difficult process keep up with interest to pay back the full principal owed. In addition there are the aggressive collector calls and stress. In the business that Freedom Debt Relief operates they understand the pain associated with unsecured debt spiraling out of control and they have built a team around reducing that pain to the extent it is possible; but they cannot entirely make people's financial stress disappear overnight. Their service is one that requires commitment from a client over a 2 3 year period.
The challenging part of any debt settlement program is sticking to the monthly commitment. This monthly payment is used to settle debts for as little as 50% of the amount owed. Despite the fact that the monthly payment into Freedom Debt Relief's debt settlement program is up to 50% less than the client's monthly minimum payments to the creditors, some clients continue to have troubles committing to the plan. This can lead to longer programs than expected and sometimes more difficulty with the clients creditors. Freedom Debt Relief also realizes that there can occasionally be a breakdown in communication between the client and the advisors, for any number of reasons. Freedom Debt Relief is focused on resolving issues to the best of their ability when they arise and proactively looking for ways to decrease possible misunderstandings in the future through continued customer service training and quality assurance programs, instituting the highest disclosure standards for sales executives, adding incentive measures to ensure clients are always number one, and implementing feedback loops.
Freedom Debt Relief has found that the main reason they lose clients is because their clients cannot afford to make monthly commitments to the program that are even 50% of the their previous monthly obligations. Another primary problem is that clients lose sight of the fact that it will take 2-3 years to become debt free with the first visible signs success 6-9 months into the program.
In spite of all these situations, which show that problematic service is not always the cause of complaints directed at Freedom Debt Relief, I believe you have a company that is ready to serve those who need more assistance and is willing to make things right if they seem to have fallen apart.
Rip-off Report knows, there is no company or individual that is perfect Freedom Debt Relief knows this also and demonstrates their need for continuing improvement - that is why Rip-off Report feels you can be completely confident, safe and secure when doing business with them as a member of Rip-off Reports' Corporate Advocacy, Business Remediation & Customer Satisfaction Program.
RESULTS OF MAILING TO ALL THOSE WHO FILED A RIP-OFF REPORT
As a part of the Corporate Advocacy Program - Rip-off Report sent an email to every client who filed a Report on Freedom Debt Relief and I would now like to share the results with you.
The majority of clients stated that they appreciated our efforts and related how they had already been taken care of in a satisfactory manner. As usual, most customers asked if they could remove the Report they filed and we explained that unfortunately, it was not possible. It is Rip-off Report's philosophy that it is much more beneficial for the consumer to see how a company like Freedom Debt Relief takes care of their mistakes. No company is with out its share of problems, however, there are many companies who continually sweep those problems under the rug and never achieve the growth that other companies such as Freedom Debt Relief enjoys.
Rip-off Report feels Freedom Debt Relief has learned from all those who have complained... and they even seemed to be thankful for those who have brought problems to their attention. One executive stated, "We can only improve our business if we are honest about what we're good at and what we're not. One good way to make that assessment is based on feedback from our clients, sometimes that feedback may not be exactly what you want to hear but it's real and we become better because of it."
Freedom Debt Relief shows leadership by joining the Corporate Advocacy Business Remediation and Customer Satisfaction Program.
Keep in mind, Freedom Debt Relief has worked with thousands of clients with only 5 Rip-off Reports to show for it. Their complaint ratio is less then one hundredth of one percent. This is significantly below the industry standard (or any industry standard) for the clientele that they work with. From our perspective, it is quite unusual for a company who has had so few complaints request on their own to be a part of the Corporate Advocacy Business Remediation and Customer Satisfaction Program. Freedom Debt Relief is showing leadership for other companies to follow that care about their clients.
ABOUT THE CORPORATE ADVOCACY PROGRAM
While Rip- off Report does not endorse any company, including Freedom Debt Relief, overall, our research demonstrated to us that Freedom Debt Relief is a leader in its industry and a reliable company that stands behind its service.
Many companies that contact Rip-off Report make claims that the Reports about them are false, were filed by the same person or even a competitor. Yes, Rip-off Report knows this can happen from time to time; however, we know this is not true most of the time. From federal to local law enforcement agencies, most use Rip-off Report regularly. When Rip-off Report works with law enforcement to assist consumers, never once have we heard from any agency that the Reports filed had bogus contact information. These agencies include FBI, FTC, SEC, Homeland Security, US Postal Inspectors, Justice Department, IRS, Federal Prosecutors and local law enforcement in the USA along with government agencies in more than eight other countries.
Rip-off Report does not solicit its Corporate Advocacy Business Remediation & Customer Satisfaction Program. Any participation in this program is completely voluntary and at the request of the program member.
This program requires the Member Business to agree to satisfy all complaints - past, present and in the future, even when those complaints come to us by e-mail.
The Member Business must also state improvements they are willing to make to their business which benefits the customer to avoid the reported problems from happening again in the future.
Anyone contacting the following e-mail address will get immediate attention. (within 3-5 business days, usually with in 24 to 48 hours) We ask that you contact Credit Solutions Customer Service: at customer
RIP-OFF REPORT CHARTING NEW TERRITORY
..Consumers should feel confident and secure when doing business with member businesses.
..Remember, just because a company or individual is reported on Rip-off Report does not mean you should not do business with them. Use Rip-off Report information as a tool to your advantage. Be knowledgeable about any company or person you hire. Also, don't be afraid to ask questions and get additional information until you feel comfortable in allowing them to work for you.
Be sure to contact us with your questions and comments about any business that is part of the Corporate Advocacy Business Remediation and Customer Satisfaction Program. Your questions, comments and suggestions are always welcome and will be considered even if we don't agree with them. Please realize Rip-off Report is chartering in new territory, working to make a change for both consumers and businesses alike.
Consumers can feel confident and secure when doing business with Freedom Tax Relief.
Freedom Tax Relief made a commitment to and are a proud member of Rip-off 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 ....
ED Magedson- Founder
PO Box 310 - Tempe, Arizona
This report was posted on Ripoff Report on 09/30/2008 12:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/Rip-off-Report-Investigation-Freedom-Debt-Relief-Commitment-To-100-Customer-Satisfaction/San-Mateo-California-94402/Rip-off-Report-Investigation-Freedom-Debt-Relief-commitment-to-100-customer-satisfaction-377195. 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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