UPDATE 4/29/24. Still waiting on my $355 refund.
UPDATE 4/21/24: After this experience, I asked Stephen when we spoke to cancel the entire contract, to which he agreed. They have still not refunded the remaining amount. And you can see from his response to this review that the request was ābeing processed.ā Shocking how even after following up to apologize they still arenāt willing to make it right.
Original Review:
Very disappointed. My account was purchased through the Energized Electric acquisition. Rack finished out the maintenance contract and offered a new one. I did not initially sign it as I knew little about Rack. A few months passed and I shopped the contract and learned that the price they were offering was the best.
I signed the agreement and sent it back on 2/28. The next day I was called by Brittney at Rack for my credit card information. I provided it and was then emailed a receipt. I was charged $97 more than the agreed-upon price on the contract I signed.
When I called Brittney back and alerted her to the issue, she let me know she wasn't exactly sure how to handle it but would figure it out. I told her it wasn't a huge worry, I knew it was a mistake and they just needed to process the refund once they figured it out.
I called back a week later and spoke with Brittney. She said she sent all the information over to the person who needed to do it, but she wasn't sure if they had done anything with it, so she would follow up.
(Side note: when you call, they ask you which department you are calling for and name them all. They then make you provide your address so they can pull you up in their system. Each time. This gets very frustrating after your 10th call to speak to Brittney)
After hearing nothing for another week, I called Brittney again - this time I had to leave a message. I didn't hear anything from her so I called the next day. We played phone tag for a bit but eventually, when we spoke she again said she was unsure if anything had been done, but she would follow up and make sure it gets done, and call me back the next day. I didn't hear from her the next day, so I called back the day after. She was on the phone so I left a message for her to call me. Called again in the afternoon - same thing, she was on the phone so I left a message for her to call me. Called the next business day, left a message. called the day after, left a message.
Finally, yesterday, it all came to a head. I called in the morning and once again asked to speak to her. When she was once again on the phone and unable to speak to me, I asked to speak to the manager. I was told his name was Tim (or maybe Tom). The manager was also unavailable to talk to me but supposedly emailed Brittney to call me back.
My first maintenance appointment was scheduled for yesterday and when the technician called to confirm he was en route, I called Rack once again. Brittney was once again unavailable. After asking to speak to Tim (or Tom) I was told he was still unavailable but had emailed Brittney. It was at this point I asked for my entire contract to be canceled and the technician to be told not to come. It is very clear this company has some major internal operational problems and the last thing I want is to be stuck in a recurring maintenance contract with them. Especially when a manager can't step in and resolve what should be an easy problem to resolve.
The person I spoke with told me they would send my request to cancel to Brittney. I explained that Brittney was the one who was unable to process my partial refund in the three-week timeframe and someone else would need to do it or it obviously won't get done. I asked to speak to Brittney's manager - and wouldn't you know - they were also unavailable. I requested a callback by the end of the day or I would start the chargeback process.
Go figure, no one ever called.
What seems like an incredibly easy routine maintenance contract turned into a lost customer and a negative perception of the brand - all over an unprocessed...
Ā Ā Ā
Read more
Learn more insights from Wanderboat AI.
