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  • Report: #457867

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.

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  • Submitted: Tue, June 02, 2009
  • Updated: Mon, October 21, 2013

  • Reported By:Las Vegas Nevada
Glen Lerner
4795 S Durango Drive Las Vegas, Nevada U.S.A.

Glen Lerner REVIEW: Glen Lerner The attorneys of this national person injury law firm are committed to customer satisfaction. Their approach to business is focused on providing the highest customer satisfaction in the industry.
*UPDATE: Glen Lerner pledges their commitment to always improving their operations by joining Ripoff Report’s Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer by increasing their confidence when doing business with a member business. Glen Lerner Injury Attorneys is recognized by Ripoff Report Verified™ as a safe business service.

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Ripoff Report Verified™ REVIEW:

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
.....ripoffreport.com/VerifiedSafe.aspx"> 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.
Glen Lerner is Ripoff Report Verified
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:

http://youtu.be/Psf1VF8vtBI

http://youtu.be/HW20xzK0kcE

http://youtu.be/_C5TP6JQquQ

http://youtu.be/9zHpuD81xyY

http://youtu.be/QfRO3Gp1RgM

http://youtu.be/ay5wPq_XbXE

http://youtu.be/XbATjVymdUU

http://youtu.be/QXdres8jQ2c

http://youtu.be/n2I6fJQ3pus

http://youtu.be/dmHJtBPMNOg

http://youtu.be/mTr4dVzz7WE

http://youtu.be/KcFKg6yExOI

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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Glen Lerner ~ Illegal Lawyer ~ Las Vegas Nevada

As a lawyer in Sin City you know you've royally screwed up when another lawyer posts your dirty laundry on their own web site! Usually, lawyers abide by the "good ol' boy" system and choose not to spotlight each other botching up their legal practice. Unfortunately for Glen Lerner and his cohorts at Glen Lerner & Associates they have tripped over their own feet one to many times...now they are being exposed for the rats they really are. You see, Mr. Lerner choose to ignore TWO previous warnings from the court about his illegal practices. Both slaps on the wrist were admistered in private. Now, after his third screw up, the court has chosen to reprimand him publically for his illegal activity of have a non-licensed individual work on clients cases. Guess being tarred and feathered in public is what Mr. Lerner deserves. It's about time the Las Vegas public has a chance to see what kind of money grub this joker really is. As if its not enough for accident victims to have to worry about insurance companies ripping them off now they have to worry about their own attorneys trying to save money at their expense and detriment to their cases! Want proof? You could go to the NV State Bar site and wade through all the discipline proceedings but I respect your time so I'll give you a short cut to the story. We should all thank Ciciliano & Associates, LLC of Las Vegas for ratting out Lerner's incompetence and cheating ways. They provide a link to the Supreme Court's opinion of Lerner's discipline via their Ciciliano Law Blog. Good work Ciciliano Law!! Vegas has tooooo many complaints about lawyers to let this one go. Lerner advertises himself as the "heavy hitter" in Vegas. Hmmm...how can you legally represent your clients if you can't even run your office in legal manner??????? Time to retire before you're laughed out of Vegas Lerner!! P.S. Read the other RipOff report on this site telling how Lerner himself was exposed ripping off a client. Justice 4 you Las Vegas, Nevada
U.S.A.


This report was posted on Ripoff Report on 06/02/2009 03:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/Glen-Lerner/Las-Vegas-Nevada-89147/Glen-Lerner-Illegal-Lawyer-Las-Vegas-Nevada-457867. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Comment

Glen Lerner is a really bad lawyer

AUTHOR: Tyler - (United States of America)

I really wish I would have checked up on Glen Lerner associates before I actually just dialed his stupid jingle phone number. My "case manager" never responded to me. Even my doctors mentioned to me that the attorneys office wasn't responding to them. Man, I'm an idiot. I should have done my homework. Seems there are a ton of complaints about the Lerner business online and on rip off report and other websites like this. But once you are locked in, you can't even fire your lawyer but of course they don't tell you that when you sign up.

My case ultimately was dismissed because of the lerner office not responding to normal stuff that the lawyer is supposed to do. My medical treatment kept getting put off and now I have to represent myself against the insurance companies and deal with the doctors and medical bills myself. Not that they were any help to begin with....

Shame on Glen Lerner and his whole scam operation in for what they did to me. If this is the normal practice then shame on them for doing this to other people, too. No one should be able to treat people like this and get away with it. What a bunch of smug holier than thou crap! I can't even believe what I'm reading here. I hope that whoever wrote that is not the real glen lerner.

The three week response time from an attorneys office is completely ridiculous! Even one week is too long considering you don't even get an attorney, you just get a case worker who is not a lawyer at all. I guess the lawyers are all too busy spending money or something so they get "Case workers" to babysit their clients and then even the case workers don't give a crap and never respond either. It's infuriating! And dangerous because this is my LIFE not just another case as the Lerner office seems to think it is. If there is no money they don't care, even if it is THEIER FAULT for messing up the case!

I thought people hired lawyers to help them but this office is only around to make mistakes and mess up to the point of people who are hurt becoming sersiouly victimized by people who only want the money from the case. Glen Lerner doesn't even work there. I wondered if he even knew what is going on in his terrible practice with all of these incompetent people fumbling everything and messing up anything that could possibly be messed up

I was hoping for his sake that Glen Lerner is just hopelessly ignorant about what goes on in his practice. If he knows about it that would make it even worse because it's downright shameful what the Glen Lerner "associates" are doing to people in his office under his name. Of course now that I see this, if this is really a response from Glen lerner it seems like that he has nothing but contempt and is just as smug and uncaring about his clients as his lawyers  and case workers are. So there you have the whole business summed up in a few paragraphs written by the man behind the curtain.

Either way I would steer really clear of this whole business of Glen Lerner and find a lawyer who can offer more than a catchy jingle and a gimmick.How unprofessional. I hope this wasn't really written by Mr. Lerner but I honestly have to feel like it was based on my treatment. Either way if it is Lerner being ignorant or him being blatantly uncaring for his clients like here you don't want these people to be your lawyers.
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#2 REBUTTAL Owner of company

Funny How People Hide their Identity When They Publish Lies

AUTHOR: Glen Lerner - (U.S.A.)

Mr. Justice 4 You,

What you say is completely slanted and that is why you hide behind the anonymity of a pseudonym. You state "you know you really have screwed up when another lawyer posts your dirty laundry on their website." Well, has anyone ever heard of Ciciliano and Associates? No, and that's why they have me on their website. The little guys always throw rocks at the king of the mountain.

Glen J. Lerner and Associates has been the most recognized and arguably most successful Plaintiff's personal injury firm in Nevada in the last decade. We represent several thousand people per year and have settled or tried to verdict (or have been co-counsel) on several dozen cases worth seven figures or more. Contrary to your allegations, the number of complaints that we receive compared to the volume of cases we handle is de minimus at best.

The instant case was one in which a licensed Arizona attorney was handling the negotiations on a claim in Nevada. Our point was how can a licensed attorney not be allowed to say "we demand the policy limits" in a fax when the insurance company's representative, who may or may not even have a college education, can simply deny a claim based on his or her whim. There is no public policy objective furthered by the decision except to prevent out of state lawyers from practicing in Nevada. The attorney who was negotiating that claim has years of experience and I would put him against anyone in the country when it comes to evaluating a claim.

You argue that I saved money to the client's detriment and then label me a "money grub". Where did you get that information? First, to make that statement, you would need to know that a Nevada attorney would have cost me more money than this attorney, which would be erroneous. Secondly, you use the term "joker" without any basis.

All of this leads me to believe that you are one of my poor competitors who cannot compete with me so you have to hurl libelous accusations anonymously to try and hurt my business. Well, business is still strong and small-minded cowards like you are still picking up the crumbs. The public knows guys like you who don't have the courage to put their names to articles like this are just jealous.

To those of you who read this thanks. It's nice to be able to tell your side of the story when you always are getting maligned unjustly. That's the price you pay for being on top. Everyone is always shooting for you whether it's true or not.
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#3 REBUTTAL Owner of company

Funny How People Hide their Identity When They Publish Lies

AUTHOR: Glen Lerner - (U.S.A.)

Mr. Justice 4 You,

What you say is completely slanted and that is why you hide behind the anonymity of a pseudonym. You state "you know you really have screwed up when another lawyer posts your dirty laundry on their website." Well, has anyone ever heard of Ciciliano and Associates? No, and that's why they have me on their website. The little guys always throw rocks at the king of the mountain.

Glen J. Lerner and Associates has been the most recognized and arguably most successful Plaintiff's personal injury firm in Nevada in the last decade. We represent several thousand people per year and have settled or tried to verdict (or have been co-counsel) on several dozen cases worth seven figures or more. Contrary to your allegations, the number of complaints that we receive compared to the volume of cases we handle is de minimus at best.

The instant case was one in which a licensed Arizona attorney was handling the negotiations on a claim in Nevada. Our point was how can a licensed attorney not be allowed to say "we demand the policy limits" in a fax when the insurance company's representative, who may or may not even have a college education, can simply deny a claim based on his or her whim. There is no public policy objective furthered by the decision except to prevent out of state lawyers from practicing in Nevada. The attorney who was negotiating that claim has years of experience and I would put him against anyone in the country when it comes to evaluating a claim.

You argue that I saved money to the client's detriment and then label me a "money grub". Where did you get that information? First, to make that statement, you would need to know that a Nevada attorney would have cost me more money than this attorney, which would be erroneous. Secondly, you use the term "joker" without any basis.

All of this leads me to believe that you are one of my poor competitors who cannot compete with me so you have to hurl libelous accusations anonymously to try and hurt my business. Well, business is still strong and small-minded cowards like you are still picking up the crumbs. The public knows guys like you who don't have the courage to put their names to articles like this are just jealous.

To those of you who read this thanks. It's nice to be able to tell your side of the story when you always are getting maligned unjustly. That's the price you pay for being on top. Everyone is always shooting for you whether it's true or not.
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