customer
your service at the point of sale was…
your service at the point of sale was good, but the follow up was very unsatisfactory. all of a sudden you have noone to answer the phone, the sales person BRANDY sort of disappeared.
Response from ProSure GroupSep 21, 2020
Whoa! That one really hurts. Our team really prides itself on great customer service - starting from the first contact, through the application stage, quoting and issuance, Q&As, claims, new bonds, and of course following year renewals. When we got your 1-star review this morning, we were all are baffled and left wondering what had happened. We would like to help, to do what we can to make things better and ensure you of a 5-star experience! - I know that Brandy really prides herself on her professionalism. She's been a great team member and has received many, many great reviews for her excellent work, so she’s very disappointed to be mentioned in a bad review – our only bad review. Looking at some of the details: It looks like we quoted you within an hour or so with a really great rate (this alone is very unusual because this bond type has proven to be very high risk, generating many claims - as such, most carriers don't write them). We then got the bond issued and filed with FMCSA the very next morning. We had also provided evidence by email of that filing the same morning. You had requested a copy of the bond - however - these freight broker bond types are unusual in that there isn't an actual physical bond, only an electronic filing made directly by the surety insurance company. It looks like Brandy explained that the next morning when providing evidence of the filing. So – all looked good with this stuff. But, you’d mentioned we didn’t answer phones and she disappeared? Brandy was off last Monday and Friday for some personal business. She does have a team to back her up though who should’ve been able to help you. Did this not happen? Did you try calling during our office hours, M-F 8AM-5PM? Or was it possibly over the weekend? Do you still have something that needs to be done? Or a question? Something that needs to be handled? Please let me know if you would? We really want to make things right! 😊 Thanks!!