My towing / service company which has been in business 14 yrs became contracted on Dec. 14, 2009 to service members belonging to Allstate, Signature, and Ge motorclub. As a service provider we have always attemped to service all customers to the best of our ability. Since becoming a service provider 2 years ago, my area has been through atleast 4 region managers assigned by the motor club to help the providers with billing issues, zip code territory, ect. Up until May 2011 I hardly had any issues that would require me to contact my region manager. As per our original contract in 2009 we could only charge $32 hook up, first 5 miles are towed for free for the motorclub, and $2.50 mile afterwards. I contacted my new region manager Bill Dolan in May of 2011 to request a raise as per the diesel fuel increase to almost $5 per gallon.I had only asked for $8 per hook up raise, a price that I did not find unreasonable. After discussing the issue with him Mr Dolan informed me that I would not be recieving any addition money. Feeling as if that was unfair do to my reasonings, I tried contacted Mr Dolan's boss Jeremy Kline with no answer I left a voice mail asking him to please return my call. After over a week with no returned call I then emailed both Mr Dolan And Mr Kline attempting to discuss this matter further. I only recieved a email from Mr Dolan who again stated no raise would be given but that he would reduce my zip code territory, which meant I would have lost money. I emailed back stating I didnot wish to reduce my area, and never spoke of the raise again.
In June of 2011 I noticed that I started recieving several calls a day for areas that I donot provider service in, these areas require permits to service legally within, and I donot have such permits. Again I made a call to Mr Dolan about this matter, because it was being marked badly against my company for not providing service in those areas, since they were listed as my areas. After attempting to contact Mr Dolan for about 2 weeks he finally returned my call. I explained my concern to him and asked him to please remove those areas since I never signed up for them in the first place, his response was he felt I should abtain the permits because he wanted me to service thos areas. Unfortunately its not as easy as it sounds, it cost several hundreds of dollars and time to abtain those permits and I honestly was happy staying in my area not having to travel several miles out side my area to recieve $32. we ended the call with my belief that the problem was resolved as Mr Dolan is the only person who can add and remove zip codes.
Since July I had tried to contact Mr Dolan and Mr Kline several times to discuss the zip code territory problem, since Mr Dolan never removed those added zips. I have had employees of allstate send emails everyweek to Mr Dolan asking him to contact me for billing issues and zip code territries. Mr Dolan never returned 1 phone call or email.
On Dec 9, 2011 my phone completely stopped ringing for tows and services, which had never happened in 2 yrs. On the 10th I called the call center to find out the reason, after being on the phone for 1 hr they stated that I was no longer a provider but could not explain why. Since it was saturday I would have to wait until monday for the explaination. Monday morning I started attemping to call Mr Dolan again no answer or call back. After several hours I call another region manager, he seemed upset as I was not in his area but I had to call him to be given a explaination for my termination. The system stated lack of acceptance of calls since Dec 1, which meant I was not accepting any services for the members. The region manager then asked if I had been given a call from Mr Dolan about this problem or to be given a trail period to raise my acceptance, when I told him the story he emailed Mr Dolan asking him to call me and stated that I should have recieved a call about this matter before my termination. Several hours later and voice mail I had not recieved a phone call back. Finally while attemping to call again Mr Dolan finally answered the phone he stated that I had only accepted 4 out of 30 phone calls in 7 days, I of course disputed that number since I am the only person who answers the phone 24/7 and know that I did not do what he was saying. I then asked him why he hadn't returned any phone calls since July, I was informed that he felt I was a waste of his time and he didnot feel like speaking to me about any issues I may have been having. By the end of the phone conversation Mr Dolan asked me what I wanted him to do for me, when I requested to be reinstated as a provider since he refused to show me the proof of his claims and since I was terminated for "not doing my job" when it is clear he is the one not doing his job (with proof) He told me he would never be reinstaing my company as a priovider. At that time Mr Dolan hung up.
I contacted Allstate motor club corp and explained the situation. The next day I recieved a phone call stating they contacted Mr Dolan and they would stand by his decission. I asked if they saw the proof behind the termination and they stated NO!! So now here I am after being a dedicated provider for 2 yrs and lossing my job for no reason....
Now the truth for the members........I have read several complaints about the service providers not reaching the members in the time frame given...TRUTH its not always the providers fault, I have had members that have been lied to by the call center, I have said I would be there in 60 minutes but the member was told 15 minutes. 20 minutes later I'm getting phone calls from the member who is upset that I was there yet.
TRUTH...several times I have provided service to a member, send the invoice to billing for payment and have been told the member doesnot have any coverage, even though I was giving a authorization number for payment. After calling billing several weeks in a row I will finally recieve payment. Providers dont like working for free and thats what Allstate tries to do, hoping providers wont catch the non payment so allstate doesnt have to pay out.
TRUTH....Call center gives bad address and phone numbers to the providers for the member, I guess they think service providers have a crystal ball to tell us where the member really is.