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Jacob, an attorney, walks around staring at everyone like he wants to start a fight. Their attempt to run this company like the Mafia (intimidating its CSR's and other service support staff) is a direct result of why the company has an extremely high turnover rate and why it uses 80%-90% poorly trained temporarily employees (who make less than $11/hr).
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Michael Kim and Jacob Vargese (the top brass of Customer Service) are OBLIVIOUS as to how to make this company's customer service component run smoothly. This issue of granting/denying refunds was of specific concern for this company because SO MANY people wanted them.Ĭustomer satisfaction is very low. (Management kept a very close watch of how many refunds you approved and even if a customers requests were legitimate, CSR's who continued to see the customers' side would be made an example of). If you believed their commercial and decided to use their "services" (and they have many), once you signed up and paid your hard-earned money, if you find that you are not satisfied with what it is they did and you try to get a refund, the customer service reps are coerced by their managers to adamantly challenge your objections and resist all requests for refunds. Make no mistake about it, THIS IS NOT TRUE. Legalzoom's commercials advertise that they will practically do all the work for you. I am a former customer service rep who left the company because my standards would not permit me any longer to wrong the customers simply seeking to us our/their services. I guess that makes me qualified to tell BOTH sides of the story. In my case, I guess I would be considered a whistle blower because I've worked for the company I'm reporting.