evercareprotection.com

“no no it IS my Concern”

I’ll start with some context: recently I have had some personal changes and fraudulent charges on the card that I initially had the warranty under. I had to cancel the card to avoid more fraud charges. Trying to financially recover from these issues while providing as a single mother has forced me to make some financial sacrifices. In the current situation, it has become too difficult to afford the warranty for the vehicle. EverCare has been consistent in trying to reach me to reinstate coverage on the vehicle. Each time I would answer the call, I would explain the situation and be transferred to the department that was ment to help me cancel the coverage. Until today, I never was able to speak to anymore based on the wait time. Today specifically, I have never felt more frustrated or ignored then when I spoke to the man who handled the cancellation of my coverage. I did not have a long wait at all before being connected, which I was pleased with, only for that to blow up in smoke upon fighting for the cancellation. When the line connected the man was pleasant and collected the information he needed to pull up my account (phone number/ name/address). After that point, I explained the situation explained above and requested cancellation of the coverage. His first response was to relate to my situation and offer a discount. I told him while I appreciate the generous offer (which was taking off $20), I am set on cancelling the coverage, and asked what he needed from me to make that happen. This is where the tables turned. For the next 5 minutes or so, he proceeded to barrage me about being irresponsible for canceling coverage and posed outrageous situations. “What are you even planing to do when XZY happens? Have you even thought about that?” At this point, I was done fighting for him to cancel it and explaining myself. I said, “to be honest sir, while I understand you are trying to keep a sale and do your job, it isn’t really your concern what I plan to do. Please cancel the coverage”. “UM NO ma’am it IS my CONCERN with keeping you safe… “ and he continued to go on with his speech about why this was a bad decision. Again - I am not in the financial place to continue, this conversation was going nowhere. I stoped him and said,”okay sir, I hear you, but I’m going to need to speak to a manger or someone else who has the ability to do what I am asking: cancel my coverage.” “No no no I CAN cancel it if that’s what your set on… so tell me WHY you did it in the first place. I mean YOU called US and did it so I mean it can’t be THAT big a deal for you..”. I again cut him off there and said, “ sir, at this point you are being rude, and I just need the coverage canceled.” His response? - “WOW okay well you feel that way but I’m looking out for you here.” (Que more speech). My response, “am I going to need to contact another person to get this handled? Cancel, my, coverage.” He FINALLY said, “fine whatever it’s canceled have a day”. I mean seriously. I work in food service and support guest resolution on a day to day basis. I’ve resolved with some really nasty people before. NEVER in my right mind would I ever consider telling someone that they didn’t know what they were doing, or continue to tell them their situation “couldn’t be that bad”, “it’s not that much $130 a month cmon”. I felt I was pretty clear and calm as to what my request was, and I definitely feel it should not have escalated in this way. If this was one of my employees they would have been terminated for speaking to anyone that way. Complete lack of respect, and disregard for someone’s personal circumstances. I genuinely want you to be aware of this employee and how he is representing you and your business. Again, someone in a highly guest focused environment, I would have wanted to be made aware of this situation. While I initially planned to reinstate coverage on the car once I was in a better place, I will no longer be doing anything that involves speaking to someone so ignorant and arrogant again.

Date of experience: Oct 24, 2024