- Report: #1049977
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Complaint Review: Glen Lerner | Ripoff Report Verified™ …businesses you can trust. Glen Lerner: Injury Attorneys, Phoenix Criminal Attorneys, Military Injury Lawyers. Experienced lawyers getting most compensation available to cover clients expenses, damages, future medical requirements, pain & suffering. Injured while serving your country? You may be eligible for up to $100,000 Monetary Compensation.
GLEN LERNER AND ASSOCIATESLas Vegas , Nevada USA
Glen Lerner REVIEW: Customer Satisfaction Commitment, Personal injury specialists. Glen Lerner is dedicated to client satisfaction. The law firm has implemented strategic changes focusing on finding ways to help clients have a clearer understanding on the possible outcomes of their case and more frequent status updates.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program – Glen Lerner Injury Attorneys pledge to resolve client issues so that those who seek legal representation from the law firm can feel confident in the representation they receive. Glen Lerner, Ripoff Report Verified™ as a safe business service.
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Ripoff Report’s discussions with Glen Lerner and his national law firm for injured people have been providing an ongoing commitment by the company to overall client satisfaction. This means that clients can expect that the law firm will work towards finding a mutually satisfactory resolution to any complaints or concerns they may have regarding their case. The law firm is open to hearing client concerns and sees them as an opportunity to learn from past mistakes and become more efficient in the legal services they offer.
Ripoff Report knows first-hand, one of the biggest long time complaints with attorneys is, they do not respond to your calls having a heck of a time getting them to keep you up to date on your case. Not so with Glen Lerner. Someone will always keep you informed.
EDitor’s UPDATE: Positive rating and recognition has been given to Glen Lerner Injury Attorneys for their commitment to excellence in customer service.
The information provided in this report is based on comments made by Brian Prezgay and Kevin Rowe during an on-site inspection held by a third party verification company with no biases toward Glen Lerner.
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..
Glen Lerner's law firm employs injury attorneys. They focus mainly on personal injury claims which include automobile accidents, tractor trailer accidents, motorcycle accidents, and personal property accidents (i.e. slips, falls, etc.). They also handle social security and disability claims. Glen Lerner's injury attorney's also extend their services to include criminal defense, DUI defense, bankruptcy, and real estate sales.
Glen Lerner's attorneys set themselves apart from other competitors by the level of commitment and compassion from the entire team. Kevin Rowe, of Lerner and Rowe, is not only a boss, but an active team member; he prides himself on his passion and desire to help every person that he is able to. Mr. Rowe has a motto that the way things are now are “never enough,” meaning that he pushes his team to strive for better. He wants a “volume based company with a boutique feel for the customer” so each and every client feels as though they are the only client and receive full and satisfying attention from the entire team. The desire to help people and provide special attention to each case as it comes into the business is the basis for the level of customer service provided for each and every person who comes through the door. There is a wealth of knowledge and experience among the team members, with some holding 40 years of experience. Mr. Rowe stated that he wants everyone to be able to learn something new every day just from interacting with each other. The team members will also go to clients if they are unable to come into the office, ensuring that they can help in any way possible. Exit reviews/surveys are completed for every client once their case is settled or resolved, to find out any problems the client had with the process and/or what positive experiences the client had. Mr. Rowe stated that he wants to know the good and the bad so the company can continue to improve their practices. Glen Lerner and Lerner & Rowe also contributes and volunteers with a large charity base throughout Arizona, making donations, volunteering time, attending events and participating as much as possible. Mr. Rowe discussed his own personal experiences with several local charities and explained that the entire office gets involved as well. He has been involved with Phoenix Children’s Hospital, Phoenix Rescue Mission, Susan G. Komen, and Arizona Chapter for the National Multiple Sclerosis Society, as well as several others. Lerner and Rowe have setup a webpage giving information on events and charities they are involved with for anyone who is interested: lernerandrowegivesback.com.
Glen Lerner's attorneys acquire clients through their multi-media advertising campaigns, and from referrals from past and present clients. The company advertises on television, radio, internet, billboards, bus stops and cabs. Mr. Lerner stated that many clients come to them due to hearing the jingle on the radio or seeing the commercials, but a large amount of clients are through referrals. The clients speak with one of the In-take Specialists when they first come into the office or when the call is received, discussing the issue and proceeding from there.
The typical experience a client should expect to receive is individual attention and a feeling that they are the only client. Each client is provided with a knowledgeable team, who are available at any time to answer questions or concerns, to provide updates and just to check to see how the client is doing. Glen Lerner's attorneys strive to provide a satisfying experience for each client and to give a sense of relief and assurance of help, so the client can focus on getting better and on their recovery, not having to worry about the case details.
When the client comes in to the office, calls, or makes contact with any of Glen Lerner's offices, initially they speak with an Intake specialist, who takes some details and then assigns the case to a specific team. This is the team that the client will work with through the entire process, consisting of a Case Manager (paralegal), Attorney, Associate Attorney, Co-Case Manager, and Accounting Team. The client receives communication and information from the Case Manager and Attorney primarily; the other team members are supportive and administrative roles, helping the Case Manager and Attorney. The Case Manager and Attorney are expected to provide consistent communication throughout the entire process, no matter how long the case takes. If there is any kind of delay in the case or time while waiting for information from Medical Providers or Insurance, the Case Manager and Attorney are responsible for reviewing the case and contacting the client at least once a month.
”During the onsite interview with Kevin Rowe, of Lerner & Rowe, we asked Mr. Rowe to describe their standard process for taking care of a complaint: “The standard process for taking care of a complaint is a little different depending on if it is a current client or a past client. If a current client has a complaint about the Case Manager, Co-Case Manager or Associate Attorney, the supervising Attorney will speak with the client for resolution. If unable to provide resolution or if the complaint is about the Attorney, it is reviewed by me and my team of Executive Assistants. I will speak with the client directly, in person or by phone, to find out more information about the complaint and to find the best resolution for the situation. If a past client has a complaint, I will call the client to speak about the situation and try to provide a resolution. Each case is notated each time it is accessed, for conversations with the client to updates in the case. Each notation gives a detailed explanation of what was discussed, any offer made or information that was given regarding the case. When I speak with a client regarding a complaint I review all of the information to find out if something went wrong or if a client is upset because the outcome was not what they were expecting or wanting. I try to understand what caused the complaint and to provide the best resolution to the situation at hand. Through utilization of exit surveys for current clients many complaints or concerns are resolved before the client leaves allowing for resolution and communication at the time it occurred. I take every concern or complaint to heart and try to provide resolution for situations as quickly as possible; sometimes I am unable to provide complete resolution depending on the situation. I take all concerns or complaints personally and work tirelessly to provide satisfaction and closure for my clients, past and present.”
In addition to how their office handles complaints, Mr. Rowe was asked to describe a specific situation where a client was not satisfied with the level of service they received: “The client was upset with a situation regarding the settlement; there was a discrepancy from what was offered originally and what was received. I called the client to discuss the situation, while speaking with the client and with the review of the notes and information regarding the case, the discrepancy was found. I was able to correct the issue and made an offer of resolution for the situation. The resolution was accepted by the client and they expressed deep satisfaction for the quick resolution. The client has since referred friends and family to us, stating that he is very thankful for our help and sincerity for the entire process.”
”The process for dealing with insurance company requests starts with obtaining all necessary information from the client, requesting medical records/bills for any doctor/hospital visits. Glen Lerner's attorneys are at the mercy of the medical providers to send the information as quickly as possible, it can take several weeks, months sometimes for the records to be received. Once everything is received, the information is provided to the insurance company for review and determination. The insurance company can take between 30-45 days for review. The delays and time it takes that has spurred complaints about how insurance claims are handled are due to the length of time medical providers and insurance company review takes, it is not something that can be controlled by Glen Lerner's attorneys. Mr. Lerner stated that the company is not able to go pick up medical records or force the insurance review process to move faster or keep to the time frame given when the reports are sent. He stated, “We do not gain anything from delaying the process, it is better for the company for the process to run smoothly and quickly.”
Some internal processes needing improvement include the size of caseloads each team handles; the company is in process and has already seen improvement of hiring additional staff to lessen the case loads. The teams are already benefitting from the increase in people and are able to better help clients efficiently and effectively. Also needing some additional improvement was general training and expectations of the company for newer employees. Improved training and learning expectations for the company have contributed to better communication with clients and between team members. Mr. Lerner strives to have pro-active client contact and communication, instead of re-active, he wants to have the teams reach out to the clients and make sure everything is going okay, not to have the clients calling concerned with the process.
The changes seen have been better communication with clients and lessened case load for the teams, allowing more efficiency and effective client interaction. Additional supportive and administrative staff allows more functionality of the office and allows the teams to focus on the clients more. Concerns are easier to address and resolve and no client is being overlooked or falling through the cracks. Mr. Lerner stated that he has a quote that he found a few years ago that he sends to his teams to remind everyone that the client is the most important part of this business, without them we have no business. The quote he gives; “A client is the most important visitor on our premises, he is not dependent on us, we are dependent on him. He is not an interruption of our work; he is the purpose of it. He is not an outsider of our business; he is a part of it. We are not doing him a favor by serving him; he is doing us a favor by allowing us to serve him.”
In order to do whatever it takes to make the client happy, Mr. Lerner advises his employees to maintain pro-active communication and satisfaction for each and every client. Providing answers and resolution in an effective and efficient manner allows each team to best address clients’ concerns/issues. Providing the best and most qualified staff, and the level of knowledge provided throughout each team allows Glen Lerner's attorneys to “do whatever it takes” to provide satisfaction.
The creation of the exit surveys and addition of the administrative and supporting staff have been some results from the complaints made on Ripoff Report. Additional training and expanded expectations have also been directly related to the complaints.
It means a great deal to Glen Lerner to be part of the Corporate Advocacy Business Remediation and Customer Satisfaction Program; it is a huge benefit to the company. Mr. Lerner stated that it is the essence of the business and its practices.
This national law firm for injured people's owner, Mr. Lerner, has informed us that a majority of the law firm's clients are hardworking individuals who deserve to be treated with understanding and respect. As a successful business owner, Mr. Lerner feels it is important to listen and address each client's concerns and questions in a timely manner. By making client concerns a priority, Mr. Lerner hopes to create lasting relationships with clients and their loved ones for many years to come.
”Another top employee of the law firm told us that Mr. Lerner's philosophy on client treatment is based on the premise that "Most of the people the law firm represents are hardworking individuals who are seeking assistance after they have been harmed due to no fault of their own. Our clients already feel victimized. Once they contact us it is our job to try and help relieve some of their anxiety, not create more. That is why the attorneys and support staff of the law firm are required to work hard and do their best to represent clients in their time of need." Some of the other things Ripoff Report learned in the course of its review: typical customer feedback reads: “I contacted Mr. Lerner's office (Glen Lerner Injury Attorneys and they set up a free consultation the day I called. Everyone was super helpful and started working on my case immediately. I was surprised at how fast everything was taken care of and the fact that it is free for them to file your lawsuit. I was skeptical about hiring an attorney at first, but I felt like I was left with no option; I tore some tendons and the hotel (where the injury occured) did nothing to help. I highly recommend Mr. Lerner's personal injury law office."
GLEN LERNER INJURY ATTORNEYS / STATEMENT FROM THE OWNER
"I learned what it takes to create a successful business and law firm from scratch. In 1991 I started my own law practice working 18 – 20 hour days. I wrote and typed out my own letters, answered my own phone calls and handled each of my client’s cases from start to finish. All of those long hours and hard work allows a person to be able to train their staff to also be able to do everything and to know that nothing but 100% is acceptable in handling a client’s case. That is why when I hire people I stress how important it is that they go above and beyond to provide the best possible service to our clients after they have been hurt by the negligence action or inaction of another. This basic business philosophy of hiring people who care about other people has also contributed to the growth of my one man law firm turning into one of the largest plaintiff’s personal injury law firms in the country with over 35 lawyers and 125 support staff working in Nevada, Arizona, Illinois, Florida, Minnesota, and Louisiana. My national personal injury law firm wouldn’t be where it is today if we didn’t care enough to help those in their time of need.”
STATED IMPROVEMENTS FROM THIS NATIONAL PERSONAL INJURY LAW FIRM
Glen Lerner Injury Attorneys recognize 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 review, this Glen Lerner's national personal injury law firm for the injured has made organizational changes that provide clients and employees a more streamlined resolution process and improved customer service experience.
In summary, after our review, which included discussions with Mr. Lerner, Ripoff Report is convinced that Glen Lerner's national personal injury law firm for the injured is committed to delivering a quality of service which will result in an increase level of 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 assuring 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 Program they 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 ensure that the member business did right by their customer.
Video testimonials of previous clients were taken and can be viewed online on YouTube at the following LINKS:
NOW TO THE ORIGINAL REPORT THAT WAS FILED
GLEN LERNER AND ASSOCIATES Justin Randall, Atty, Scott Quido, Atty. Carlos ? BAIT AND SWITCH...GET GLEN ! Commercial - GLEN IS NEVER IN THE OFFICE Las Vegas Nevada
May 10, 2013
The experience that I have had with this company, I would not wish it on my worst enemy! The attorneys don't know how to tell the Truth at any time. They pad the statement, send redundent letters so they can "pad" the billing. I was not allowed to meet an attorney for 6 months. I thought I was hiring GLEN LERNER because he says he is a heavy hitter and will get the most money for me. THAT IS NOT TRUE!
When I finally was assigned an attorney, he was inexperienced and made so many mistakes that it has taken me months just to get to the point of being able to find another attorney. He also put a lien against my case and the other attorneys do not want to take a case that doesn't pay them.
Read other Reviews on Glen Lerner. You will find, like I did, that he works for himself, not his clients. Every client only receives about $2000. max while he and the medical receive all the money for themselves. The injured person doesnt get enough money to take care of their body and begin over again.
My experience is that they are a MAJOR SCAM across the USA as I checked and could not find him Licensed in any of the states where he advertises, except in Nevada, where the State Bar has received complaints.
BEWARE of Glen Lerner and his associates. It is better for a person to go to the insurance company themselves, make the claim and get as much as you can that is just in your case than to hire an attorney, who cheats them and others also.
If anyone one else in Arizona, Boston, California, Florida, Indiana, Nevada, Pennsylvania, Lousiana and other states, check first to see if Glen Lerner is Licensed. He seems to hide under other's names, but is said that Glen is your Attorney, who you will never meet. It is a Scam...Check it out! Google Glen Lerner and Google Glen Lerner and Associates.
Good Luck " A word to the Wise is sufficient"
This report was posted on Ripoff Report on 05/10/2013 04:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/GLEN-LERNER-AND-ASSOCIATES/Las-Vegas-Nevada-89147/GLEN-LERNER-AND-ASSOCIATES-Justin-Randall-Atty-Scott-Quido-Atty-Carlos-BAIT-AND-S-1049977. 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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