Well, here is the next installment in the D & B collections drama. If you recall, about a year ago I went through the D & B Small Business Solutions suite of services and paid to have 3 collections letters sent to a company we did some work for who couldn’t pay their balance. I don’t have it in me to go through the whole story again, so go back and check this and this out if you want the history. At any rate, D & B uses a company called RMS as a vendor to fulfill this service. I got a very corporate response from them, not extremely warm or especially personal, but about what you would expect… The final resolution was that they offered a refund, which I gladly told them I would accept. So, props on that. The sad thing is, all I ever wanted was for someone to align with me, to want to help me, to be pleasant to deal with. Even after a year of this madness, I am still left with the feeling that RMS would rather stick a fork in my eye than just be genuine and want to make me happy.
Good Afternoon Jennifer:
Scott Baker has forwarded me your email regarding your use of the D&B, Small Business Solutions website to place an account and your experience with RMS Customer Care back in February 2009.
As Scott explained, RMS did provide a second three letter series at no cost to you as a result of the incorrect information entered at the time of sale on the D&B, Small Business Solutions website.
Copies of the demand letters that you requested through our Customer Care team are computer generated and unfortunately, we can not provide the exact letters that were sent to COMPANY NAME REMOVED on your behalf. However, Scott did provide the dates that the letters were sent and our Customer Care team provided you the copies of the text for each letter. Seriously, how can they not provide copies of the letters they sent on my behalf? They could only produce the text they use in all their letters. There is too much great, cheap technology out there to not be able to provide this information, especially in an industry like collections where records are so crucial.
You mention below that you paid for a solution, but did not get one. You purchased a three letter demand series and RMS upheld our end of the agreement by sending those letters. Although we hope to resolve and collect the account on our client’s behalf, we do not guarantee a collection from those letters, so I can understand your frustration in having to hire an attorney. AARRGGHH I know they don’t guarantee that! Why are you talking to me like I am a moron? It is sooo insulting, maybe its meant to be a little dig? Just apologize for the exceptionally crappy service!!
In any event, RMS does review all complaints and we strive for customer satisfaction, so I would be happy to refund you the cost of the three letters series in the amount of $40.00.that you paid for on the D&B, SBS website. I have the address below as the current address for Maggiore Consulting and Marketing. Please confirm this is the correct address and I will initiate the refund process.
Sincerely,
Laura
Customer Care Manager
RMS















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