- Report: #1035034
Report - Rebuttal - Arbitrate
Complaint Review: Lerner and Rower | Ripoff Report Verified™ …businesses you can trust. Lerner & Rowe personal injury attorneys fight hard to get clients the compensation they deserve. Lerner and Rowe Personal Injury Attorneys helping thousands of personal injury victims throughout Phoenix, Mesa, Arrowhead, Glendale, Scottsdale, Chandler, Gilbert, Peoria, Paradise Valley, Fountain Hills, Tempe, Goodyear, Buckeye, Queen Creek, Flagstaff, Prescott, Sedona, Pinetop, Tucson, Kingman, Bullhead City
Lerner & Rowe2701 E. Camelback Rd. Suite #140 Phoenix, Arizona United States of America
Lerner and Rowe REVIEW: Lerner and Rowe clients feel safe, confident, & secure when doing business with them. The Phoenix based law firm is committed to client satisfaction, exceptional client experiences & success. Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program; a program that benefits the consumer, assures them of complete satisfaction & confidence when doing business.
*UPDATE: Lerner and Rowe is recognized by Ripoff Report Verified™ as a Safe business service.
EDitor’s UPDATE: Positive rating and recognition has been given to Lerner and Rowe for its commitment to excellence in customer service.
Ripoff Report’s discussions with Lerner and Rowe has uncovered an ongoing commitment by the company to total client satisfaction. Indeed, Lerner and Rowe devotes the utmost in care and meticulous attention to each and every case, whether large or small. They carefully listen to client concerns and see them as an opportunity to learn from past mistakes and become more efficient as a company in the legal services and support offered. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaint or concern.
Lerner and Rowe's principal attorney, Mr. [continued below]....
Another top member of the company told us that Mr. Rowe's personal business philosophy is founded upon the principle of being fully committed to providing quality representation to clients in their time of need and to help them obtain maximum compensation whenever possible. Some of the other things Ripoff Report learned in the course of its investigation: typical customer feedback reads: “Lerner and Rowe personal injury lawyers in Phoenix are very helpful and friendly. I was very impressed by my attorney’s professionalism and the job he did for me. I never thought I would get the settlement that I did."
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 Lerner and Rowe.
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..
Lerner and Rowe Professionals are 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. Lerner and Rowe Law Group also extend their services to include criminal defense, DUI defense, bankruptcy, and real estate sales.
Lerner and Rowe set themselves apart from other competitors by the level of commitment and compassion from the entire team. Kevin 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. Lerner and 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.
Lerner and Rowe 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. Rowe 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. Lerner and Rowe strives 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 Lerner and Rowe initially, they speak with an In-take 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 Kevin Rowe was asked 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 Lerner and Rowe, 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. Lerner and Rowe is 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 Lerner and Rowe. Mr. Rowe 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, “Lerner and Rowe 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. Rowe 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. Rowe 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. Rowe 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 Lerner and Rowe 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 Lerner and Rowe to be part of the Corporate Advocacy Business Remediation and Customer Satisfaction Program; it is a huge benefit to the company. Mr. Rowe stated that it is the essence of the business and its practices.
Lerner and Rowe / Statements from the staff.
"Mr. Rowe and the senior attorneys and staff members provide a very positive environment to work. We are encouraged to share ideas, seek additional training and give back to our local communities by participating in community based events. Mr. Rowe is truly concerned about our professional growth within the company and takes the time to listen and communicate with employees and clients."
Lerner and Rowe takes employee satisfaction seriously as well. If an employee is satisfied with their job, they are more likely to provide exceptional service to clients and their fellow co-workers. Lerner and Rowe employees have expressed that they are very pleased working at the law firm. A case manager at Lerner and Rowe stated "I have seen Mr. Rowe take personal interest in client cases and in giving back to the community. He is not a silent partner by any means. He actively seeks justice and fair treatment for clients and local community groups and organizations that are in need. Mr. Rowe truly has earned the title of being the "Attorney with a Heart."
Lerner and Rowe 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 review, it became apparent that Lerner and Rowe has made organizational changes allowing its users and employees a more streamlined approach to problem resolution and a commitment to a great user experience.
In summary, after our review, which included discussions with Lerner and Rowe's executive team, Ripoff Report is convinced that Lerner and Rowe is committed to quality delivery of services resulting in total user 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's 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 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 insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Lerner & Rowe Definatly not the way to go. Phoenix, Arizona
On Feb, 12 2012, I was in a pretty bad head-on accident that was of no fault of my own. After going to the emergency room, I made the biggest mistake I have ever made, hiring Lerner & Rowe to represent me. I first went to the intake, everything was explained to me as expected and I felt confident that I had made the right choice. Over the course of the next year, that changed quite a bit. First off, I didnt even hear from my actual lawyer for three months, had my file handled mostly by assistants, who sorry to say never had any idea what was actually going on, (was constantly given incorrect information).
After my medical treatment was finished at the end of may 2012, I was given a continued care plan, which included multiple injections in my upper, middle and lower spine. I really didnt know too much about these injections, had heard some good, also some not so good things, which caused some uncertainty in my mind. I expressed this fact to my lawyer and was given complete confidence that with a futures letter he would be able to recover the money to pay for the extremely expensive injections. So, needless to say the injections were put on hold.
Shortly after my last and final doctor appointment I received some papers in the mail from Lerner& Rowe, for me to fill out about any changes in day to day activity or basic life changes caused by injuries from the accident. I immediately filled them out and returned them to Lerner and Rowe. Over the course of the next 7 months I received no updates on my claim, would call to find out what was taking so long and get no call back for sometimes a month, but when I would call and request to speak with a manager, even requested to speak with Mr. Rowe himself on more than one occasion, but would be transferred automatically to my lawyer, instead of who I had asked to speak with.
Funny how my lawyer was too busy to return my calls but when I ask to speak with somebody in charge, all of the sudden he has time. I received multiple excuses as to why a demand letter hadn't been sent out to my insurance company. After waiting a good part of a year with no results, no updates and still no demand letter sent to the insurance company I finally received a call on December 17th 2012 from the third legal assistant to work my case, stating that they had been waiting on paperwork, (Paperwork that had already been in their possession since shortly after I was released from medical treatment) and that they would be sending the demand letter the next day.
After waiting another two weeks to hear if it was accepted or not, I called to find out that it had just barely been sent. At this time, I was past the past the point of being fed up. Asked again to speak to a manager. Got my lawyers voicemail. About a month passed and I finally get a call from my lawyer stating that the insurance company had come back with an offer. The offer was of course low. I was then told by my lawyer that since it had been such a big gap in continued care that the insurance company would not consider covering my much needed injections.
And was informed that if I decided to take my case to court the fees would go up and I more than likely wouldn't get any more money than what was offered in the settlement, but would actually receive less due to fees increasing. Basically forcing me to settle for a fraction of what was deserved. I am not a happy client and would never refer even my worst enemy to Lerner & Rowe. They really don't care about their clients, as was proven to me multiple times over the last year. The only goal for them is to make themselves money the easiest way possible, even if it means the client doesnt receive what they deserve. Lerner & Rowe, Not the way to go.
This report was posted on Ripoff Report on 03/15/2013 11:12 AM and is a permanent record located here: http://www.ripoffreport.com/r/lerner-and-rowe-personal-injury-accident-social-security-attorneys-lawyers-phoenix-mesa-arrowhead-gl-1035034. 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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