Thursday 12th of January 2017 08:13:37 AM
Customer service is great until you go to cancel the policy. We signed up for a policy and put a minimum deposit down during a "30-day review period". We got the booklet of information in the mail 7 days later on a Friday, reviewed it over the weekend, and on Monday I called to let them know that we decided the plan wasn't for us. The customer service agent - Thomas - was exceptionally rude once I told him that we were going to cancel it. He first asked me why - which I don't have a problem with. They always want to know why, so then I proceeded to tell him that most of the things the warranty covered, my husband can actually handle on his own because he's a mechanic. Thomas's exact word to me were, "Ma'am - with all due respect - why would you sign up for the extended warranty if your husband is a mechanic?" Irritated by the question - but for some reason feeling the need to explain myself - I told him that we signed up for it because we wanted to review the policy and see if it was something we would need. Thomas continued to question why we signed up for it and told me that he has his own policy and procedures and he needs to know why we're cancelling. He acted as if that wasn't reason enough to cancel. Admittedly, I got really irritated and told him that I gave him the reason why - and it doesn't matter why anyway - just cancel it, please! I also said that this should have been a 5 minute conversation to cancel it, to which he responded "This would have been a 5 minute conversation if you would just answer my question." SERIOUSLY?!?! I then told him that I answered his question and to JUST CANCEL THE DAMN ACCOUNT!!! With MUCH attitude, he told me that he had some things to do to cancel the account so put me on hold. He checked in with me and said he wasn't finished, and asked me to continue holding. About 5 minutes later, a lady was on the line to finish out the cancellation. Apparently Thomas had told her that I was a challenging customer, because she had quite a bit of attitude as well. I asked her what happened to Thomas and she wouldn't' answer other to say that she was going to take over the transaction. She did eventually tell me that call had been escalated by Thomas, and I let her know really quick that it only got heated because he was very rude. I used to work in customer service, and actually worked in a call center, which is what I imagine Thomas works in. I couldn't imagine talking to one of my customers the way he talked to me. Even if I was to rethink an extended warranty, I certainly would never go through Drivesmart based on my experience today.