Your Insurance Has Been Terminated

, , , , , | Working | October 23, 2017

(I’ve been diagnosed with endometriosis, and I’m referred to a specialist for a consult to do a hysterectomy. It’s a very painful condition where the lining of the uterus grows outside of the uterus. My appointment is made on a Friday, and it is set for a Wednesday. Wednesday morning, I call to try and reschedule due to a snowstorm, but I’m told that I have to wait for three weeks to get another appointment. I drive the 45 miles in a snowstorm, losing control of my car once and almost getting hit by another car. My appointment is set for 9:20 in the morning, and I manage to get there at 9:00. Right as I pull in, I get a call.)

Worker: “Hi, is this [My Name]?”

Me: “Yes.”

Worker: “Hi! This is [Name] with the clinic. We did some digging, and we can’t take your insurance.”

Me: “Excuse me?”

Worker: “I’m very sorry, but we do have other resources for you if you would like.”

Me: “Well, I would like them, but first I need to speak to your supervisor.”

Worker: “Why?”

Me: “This appointment was made Friday. If my insurance wasn’t accepted, why didn’t I get a call Friday night, at any point on Monday, yesterday, or today when I tried to reschedule the appointment? Instead I get to your location, after I almost get into two accidents, just to be told that I can’t be seen today? I need to speak to a supervisor.”

Worker: “Ma’am, I need you to remain calm; otherwise, I will be forced to terminate the call.”

Me: “Ma’am, I’m very calm. But I need to speak to your supervisor.”

Worker: “I’m sorry, but I’m forced to terminate this call.” *hangs up on me*

(At this point, I’m livid. I call back and ask to speak to a supervisor. After being transferred three different times, I’m transferred to the right woman. I explain to her the entire situation and she is silent the entire time. When I finish:)

Supervisor: “Miss, I am so sorry. I will find you a clinic that will take your insurance, and I will pull strings to get you in as soon as possible. You should have been notified right away that you would not be able to be seen, and this is incredibly unprofessional.”

(The supervisor did help me get my appointment, so hopefully, soon I will be able to get the hysterectomy that I need.)

He’s Only Delaying Himself

, , , , | Right | October 21, 2017

Me: “What can I get for ya?”

Customer: “Marbs.”

Me: “What kind?”

Customer: “The kind you smoke.”

(We have 31 different kinds of Marlboro cigarettes in our store, if I remember correctly, and I’m new to the job.)

This Conversation Is Going Down The Drain

, , , , , , , | Right | October 20, 2017

(I am working with a customer to find a drain that will fit his custom-made sink. It’s going slowly, but smoothly enough.)

Me: “Okay, I have found one that will work. What finish will you need it in?”

Customer: “One that will match my faucet.”

Me: “Okay, what color is your faucet?”

Customer: “Brown-ish.”

Me: “Um, okay. So… oil-rubbed bronze? A dark brown?”

Customer: “No… Like a light brown.”

Me: “Do you know the brand? That might help narrow this down so that we get a matching drain for you.”

Customer: “Um… I don’t know. I think it starts with a ‘D’ or something.”

(I manage to narrow down the brands and find the color.)

Me: “Well, I will have to order the drain in that color, but I am positive this is the right one. It should be here in the next two to four days. Will that be all right?”

Customer: “What does that mean?”

Me: “What does what mean?”

Customer: “Order.”

Me: “Well, sometimes we don’t have the right thing in stock. We have to reach out to the manufacture and have them send one to us.”

Customer: “So, you don’t make these things?”

Me: “No, sir. Each brand is in charge of making their products. We are in charge of selling them.”

Customer: “Well, how lazy! You should make them!”

Me: “We are not a brand. We are a home improvement store. If we made all the brands, they would just be one big brand.”

Customer: “That does not even make sense! All these things are made by some big corporation!”

Me: “I can assure you that is not the case. This brand is made in Indiana, this one in California, several are made overseas in Japan or China, and I have a few that are made in Mexico. And that is just in faucets.”

Customer: “Whatever. Order that part, since you don’t want to make me one.”

Me: “Okay, we can do that! I will need at least a half payment down. That would be $25. A ten dollar handling charge will be added when the part comes in.”

Customer: “You don’t need money down! Just order it!”

Me: “I am afraid I cannot do that. Money is put down to ensure that the ordered part will be fully purchased after it comes in.”

Customer: “What if I decide I don’t want it?”

Me: “Then you pay the handling free, but the rest of the money will be refunded.”

Customer: “You would keep part of my money?”

Me: “The item costs money to be ordered; therefore, the handling fee money stays with the store. It’s like a shipping fee when you order something online.”

Customer: “That is such a lie! Why are you trying to take my money?”

Me: “I can promise no one is trying to take your money. All you have to do is put half down, and then pick up the item when it comes in, with the other half of the money.”

Customer: “And I would get the handling free back?”

Me: “No. That is part of the total price of the item.”

Customer: “I want a manager!”

(My manager comes over after a minute or two of awkward silence.)

Manager: “Is there a problem?”

Customer: “Yes, this lady is trying to swindle me! She refused to make me a drain, lied to me about where this stuff is made, and is now trying to swindle me with fees!”

Manager: “So, what you are really saying is that she found what you needed, but we are out of stock, and you have to order this part with a standard handling fee?”

Customer: “Yes! Just go to the back and make me a drain!”

Manager: “I am sure it’s been explained to you that each brand makes its own parts? Each brand is unique with coloring, style, and manufacturing process.” *customer tightly nods* “I cannot go to the back and magically make one out of a pallet. Now, would you like to order the part you need, or do I have to escort you out for accusing my employee of theft?”

(The customer threw down $25 dollars and stormed out. We ordered the part, but since the customer stormed out, we never got into contact information. Two weeks later:)

Customer: “WHERE IS MY DRAIN?”

Manager: *who saw him come in* “We ordered it, but since you left without giving us any contact information, we had no way of informing you. If you would like to pay the remaining balance, I will happily send my associate to get it from the back.”

Customer: “This is such terrible customer service. You just didn’t want to call me!”

Manager: “I am supposed to know how to call you when you left no name, number, or any sort of identification to get a hold of you?”
Customer: “Yes!”

A Closed Open Policy

, , , , , | Working | October 17, 2017

(We have a company meeting at another location that digs into time that would normally be spent doing weekly audits of our ATM machine. At the meeting I ask [Coworker] to leave for our branch ASAP so that we can finish before we open. [Coworker] takes her time, and arrives 15 minutes after I do. I set everything up so that all she has to do is punch in her code and we can start balancing. Instead of assisting, [Coworker] punches in her code and then checks her email, applies lipstick, and logs on to social media, all while I’m frantically counting cash, balancing it against spread sheets, and strapping it to load back in. Finally I finish.)

Me: “[Coworker], can you punch in your code again?”

Coworker: *in the nastiest tone possible* “Oh, now you need me.”

Me: “You could have helped me this whole time! I needed help.”

Coworker: “You could have waited for me. Everyone knows you need at least 15 minutes to settle in before you actually start working.”

(We opened late that day.)

Your Service Is Of Grave Concern

, , , , , | Working | October 16, 2017

(A relative in another state has passed away. My part of the family can’t make the funeral, but an elderly relative asks me to help him order flowers. I call a national florist chain five days before the funeral. I get a wonderful, helpful rep who helps me pick out the flowers my relative wants, and I even pay extra to have the flowers delivered on a Sunday, the morning of the funeral. One hour before the funeral, I get an automated call saying there was a problem with the order and it will not be delivered. I call the number but get no answer, just a recorded message asking me to leave a message at the beep. I get a call back THAT EVENING, hours after the funeral ends. The rep calling apologizes and comes up with some story that they didn’t have the flowers I ordered to even make the basket. He offers to deliver flowers on the next day to the gravesite, instead. I tell him no thanks; I wanted flowers for the funeral. I demand my money back. I am told I have to call customer service on Monday. I do.)

Customer Service: “Yes, ma’am. I am sorry, but we do not deliver on Sunday so—”

Me: “They why did your rep not only promise me he would, but also charged me extra for Sunday delivery?”

Customer Service: “Yeah, I don’t know. But I can have flowers delivered to the gravesite.”

Me: “No. The funeral was yesterday. I wanted them for the funeral. I paid you for a service, and you failed to provide the service. The reason is irrelevant. So, I want my money back.”

Customer Service: “Well now, instead, I can give you a discount on your next order and we will send a nice fruit bouquet to a family member. How about—”

Me: “No, I do not want fruit. I paid you extra to have flowers delivered to a funeral on a Sunday. You have failed to do so; therefore, I want my money back.”

(He starts trying to pass off a partial refund, trying to tell me that he still had to pay for the flowers and the employees. I tell him that’s not my problem and that his employee has already admitted that they didn’t even have the flowers. I keep repeating that I paid for a product, I did not get it, and I want my money back. After more BS, I tell him to forget it; I will call my bank and report this as fraud. He is not happy at all, and tries to cop an attitude with me. I hang up and call the bank. It turns out this national company has A LOT of complaints just like mine; they pull this all the time. I call to file a complaint with the Better Business Bureau, and am told that the company has been thrown out due to the large number of complaints. They have a 98% negative rating on most online sites. They sell huge arrangements, like for funerals and weddings, don’t deliver, and then try to pass on cheap fruit arrangements to the customers. I am afraid to tell my elderly relative what happened.)

Relative: *sighs* “Well, it serves me right.”

Me: “What ever do you mean?”

Relative: “I should have sent a donation to his favorite charity instead. That’s what he would have wanted. Not stupid flowers.”

(We did end up sending double the amount we would have paid for the flowers to a worthy charity. I think it ended as it should.)

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