NO CALLS RETURNED-
The worst customer service or should I say, lack thereof. They treat VA Veterans like we don't matter! I was unable to reach anyone in the office for several weeks and made many, many calls. The last I spoke with Brandi before that, she was aware I needed my lift installed urgently! That was 3 weeks ago, and I since called +17 times and left repeated messages. Despite being frustrated I used a pleasant in tone, but did state that it was urgent and needed her to call back! However, she has NOT return ANY OF MY CALLS. Maybe I was too nice and maybe they want people to show they are ANGRY, to get them to respond?
CUSTOMERS DON'T MATTER-
Because I could not reach Brandi on the phone, I had someone drive me there, even though its over 1hour drive to to N. Phoenix, (over 65 miles). When we got there, she wasn't on he phone, or helping any customers. Yet she made us sit there and wait on her for over 40 minutes, while she did paperwork. Apparently she just didn't see me being important enough to attend to. Again I was treated as disposable and not important enough to put her papers aside. Apparently VA Customers don't matter!
VERY UNPROFESSIONAL... AND STRANGE-
When she finally did speak with me, for some reason she had intentionally started what appeared to be a personal call, just before coming out to speak with me. She had them on the headset in her hand, while we spoke and it was quite distracting. She interrupted our conversation twice to say "stop yelling, stop yelling" to the person on the phone. VERY UNPROFESSIONAL and it was just a WEIRD situation!
IT'S ALL ABOUT HER-
When I told her how they had let me down by not calling be back when I said it was urgent, and the issues it caused. She had no compassion and she brushed off my situation and compared it to "the 251 customers she has, the high demands from office and her home, and that she had to take Friday's off because "she couldn't take it", so that's why she didn't return my phone calls, etc., etc., etc." I'm asked how that impacted the rest of the 2 weeks that she didn't call. She then said her co-worker called me, but I showed her my call log and V-mail log, and there were ZERO CALLS from them. I told her if that's the case, please have him call me when he get's back and tell me when he supposedly spoke with me. My logs are right here and there are NO CALLS or V-Mail records. Many excuses, but no attempt to apologize or try to make things right, no attempt to expedite or make up for the past few weeks.
THEY DON'T CARE ABOUT US-
Brandi is not concerned about customers. There was no concern when she was told that customers desperately need mobility services to maintain quality of life. She was not concerned with how her actions negatively impacts us! She treats us like we are disposable, but we are NOT!
I'M TAKING ACTION-
Not sure who is in charge but that person needs to remind Brandi that she is there to HELP Patients, not to ignore us. The only thing I can do now is share my experience with Yelp and warn customers to CHOOSE A DIFFERENT VENDOR! I can also FILE COMPLAINTS with my Mobility Services Counselor, the VA Patient Advocacy and do a formal written complaint with the TriWest Grievance Department.
WE ARE NOT DISPOSABLE-
We are not disposable and we don't deserve to be treated like we don't matter! I suggest any Veterans who are getting poor service or responses, to file a complaint. If enough of us let it be known how these vendors treat us, the VA will do something about it! Maybe AAA Mobility does not care about the Veteran and our VA business. So if they do not treat you right, you can do a search for "TriWest Complaints". But here's the link to make it easy to have your concerns heard: https://www.triwest.com/globalassets/documents/veteran-services/complaint_grievance_form.pdf read more