Customer had a signed contract with us for services we rendered on their behalf.Once the job was done and the invoice sent, however, there was no contact from the customer.
Weekly statements and emails were sent out informing them of their debt, and requesting payment in full or at least a phone call so we could discuss payment options. In over 80+ days, there were only 2 vague email responses about "checking into" the payment status (with no follow-up, however). After months of no payment being received, when sent customer a letter of escalation, informing them of our intent to assign their account to a Collections Agency if they didn't contact us and send payment by a certain date. Even after that, there was still no valid reply or follow-up done to assure payment was sent or payment options discussed with us.
When we called up to get resolution, the receptionist relayed that no contact was available for us to talk to, and she would take messages. When we called back to talk to the Sales Rep. who actually signed the bid, we were told by the same receptionist that the Sales Rep wouldn't help us, and we had to wait for the Exec. Asst.
and the owner to get back to us. The next day, the Exec. Asst. called up with a very hostile attitude.
She made false statements about our Office Manager swearing a profanity to the receptionist (which didn't happen). When the Office Manager called her back to speak to her about taking her credit card information, and explained we couldn't accept AmEx as payment (as we have no way to process this card, only MC and Visa), the Exec Asst. became aggressive. She told the Office Manager to "shut your mouth and open your ears".
She was incredibly rude and belligerent. When she put the owner of the business on speaker phone (without alerting us on the other end of doing so), the owner of the company swore at our Office Manager (he used the F-word). When the Office Manager called him on it, and then explained that their drop-dead date for sending payment was today (and they were well aware of that FAR in advance), the owner hung up on us with a snide "BYE-BYE". Their lack of communication, their unwillingness to resolve the issue in an amicable way, their unwillingness to pay a debt they were contractually required to meet was all COMPLETELY unprofessional.
They were a first time customer for us, and so we were willing to bend our typical financial policies of a 50% deposit in a show of good faith, and in the hopes of creating a new relationship with them. They did not show any respect for that offer, nor for meeting their financial obligations to us. They did not commit to actually sending out their payment, either, so if payment does not arrive by next week, we will have no choice but to retain the services of a Collections Agency. Needless to say, we will not be doing business with this company ever again, and will never recommend them to any of our associates.
Final remarks: This entire situation could have been avoided if the customer had simply sent the payment owed, or called to make payment arrangements with our offices.
No contact, no payment is unacceptable.Also, note that we launched a complaint to the Better Business Bureau regarding this incident, and can only hope no one else finds themselves in this same predicament.
Review about: Office Furniture Installation.