- Report: #61057
Complaint Review: Service Zone - Starkville Mississippi
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Service Zone
303 Research Blvd. Starkville, 39759 Mississippi, U.S.A.
Phone:
662-320-8601
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Service Zone, Inc. ripoff fraudulent billing reverse cheated employees and screwed the customers even more con artist fake Starkville Mississippi
*UPDATE EX-employee responds: Unfair Company ..they do NOT care about their employees one bit.
*UPDATE EX-employee responds: If you had good people skills you would have no problem dealing with unruly clients.
*UPDATE EX-employee responds: If you had good people skills you would have no problem dealing with unruly clients.
*UPDATE EX-employee responds: If you had good people skills you would have no problem dealing with unruly clients.
*UPDATE EX-employee responds: If you had good people skills you would have no problem dealing with unruly clients.
*UPDATE EX-employee responds: Another victim of the building politics in Starkville....
*UPDATE EX-employee responds: Response To Deanna and Tammy
*UPDATE EX-employee responds: Response To Deanna and Tammy
*UPDATE EX-employee responds: Response To Deanna and Tammy
I feel Service Zone, Inc. has retaliated against me for questioning the status of my salary increases and for refusing to take part in what I consider unethical business practices.
Immediately after I notified upper management of discrepancies regarding the dispensation of salary increases, my salary increases stopped abruptly. Former Site Director, Kirby Noland, did have a discussion with me explaining that salary increases would now be based on a performance review occurring every 90 days in which coaches could receive an increase of up to 10% of their current salary.
Since that discussion, all coaches having taken the assessment with me received a third salary increase where I have only received two. At the time I was due for my third increase, I had trained more reps than any trainer and the teams I had coached (all but two were transition) were consistently among the site's top teams in every metric. Even after I had not received my increase, I remained one of the top performers in the site.
I assisted the training dept. during the ramp up in hiring and even worked from 7am-1am whenever another trainer was absent. While coaching, I trained the majority of the site's Remote Assistance reps and even trained on the fly when necessary to help the site meet service level for RA. In August of 2002, I was required to coach two teams at once and still my stats were among the best in the site. My records show that 5 ESRs approving a salary increase for me have been submitted by Sponsors and only 2 were given to me.
Just after our rollout of the Siebel training, I noticed that the actual hours trained drastically differed from the hours reported resulting in our client being overbilled. I reported this discrepancy to my superiors including Mr. Noland.
I have reported three incidents of sexual harassment in the site. Only one of these was reported to HR. One incident that was not reported involved threats of violence towards management. No action was taken and no investigation was conducted.
While coaching an Operation Checkpoint team, I discovered that blocks had been put on their phones so that our client could not audit them. I reported my disagreement with this action and with the altering of my teams metrics for appearance. Since that time I have not been asked to participate in Operation Checkpoint.
I discovered that the roadmap training was being deliberately withheld. I informed the Sponsors and Mr. Noland before his departure. I also informed Wyatt upon his visit to Starkville that the roadmap training was not being trained, that none of the trainers even knew what "eweb quiz" was, and that neither trainers nor coaches had any idea how to run reports from the L2 database. Within one week Mr. Pat Harrington began spot-checking me during training. After finding that all was in order, he questioned reps in my class who later advised me that he had manipulated their statements in order to show wrongdoing on my part. Mr. Harrington called a One-on One with me and the rep where this information was brought out. Mr. Harrington apologized to the rep afterwards.
Following this incident, emails regarding policy changes and procedures that I and my team are responsible for were sent to all other coaches working a day shift but were not sent to me until several days later almost ensuring that my team would not be compliant. I informed a Sponsor and for this reason, I moved to a night shift.
When the Starkville site's quality dropped, a new policy regarding the status of Service Request's and when to close them/leave them pending, etc. was rolled out. Each up training session for this new method of documenting was prefaced by a speech from the new site director in which he threatened our termination should we fail to follow this new policy. After the session, I reported to my superiors that I felt that the new policy was not in accordance with the client's instructions and could be considered fraud.
Within one weeks time, I was called to a One-on-One with Starkville's new Learning Manager. During this time, Sponsors had informed us that there was a new LM but he was never introduced to us and we were not told his name. The subject of the meeting was that I had "sent an email to trainers when it should be kept within the confines of management." This was obviously retaliatory since the email in question was an electronic copy of my teams up training reports (sent to trainers because I did not know the identity of the new LM) asking whether I should be giving any information about our site to Mr. Frazier since I had no idea who he was. To complicate the matter, Mr. Frazier's emails do not contain a signature, mention of his title or of his position in the company.
Outlook's Contact List shows him to be the LM in Andalusia, AL. Before sending the email containing the training reports, I sent an email to Mr. Frazier asking him if he was the new learning manager at the Starkville site. Mr. Frazier, however, chose not to respond to the email and instead held a One-on-One in which he referred to me as "son" and stated that since HE had called the meeting, I would not be allowed to speak. Mr. Frazier's behavior was highly unprofessional and demeaning towards me.
The newest Site Director at Starkville has stated publicly that all overdue increases would be received by the second week of December 2002. To date, I have still not received any of my overdue increases. Still I continue to grant good faith and rely on the my wage agreement with Service Zone, Inc.
The denial of my increases began after reporting discrepancies in salary increases to upper management and reporting various unethical business practices to local management. Since then, each time I have reported further incidents of unethical conduct, I have received more and more negative reinforcement. I can only view this treatment as retaliatory. To date, every coach and member of management who has reported such occurances has been terminated.
Jason
Tupelo, Mississippi
U.S.A.
Click here to read other Rip Off Reports on Services Unlimited
Immediately after I notified upper management of discrepancies regarding the dispensation of salary increases, my salary increases stopped abruptly. Former Site Director, Kirby Noland, did have a discussion with me explaining that salary increases would now be based on a performance review occurring every 90 days in which coaches could receive an increase of up to 10% of their current salary.
Since that discussion, all coaches having taken the assessment with me received a third salary increase where I have only received two. At the time I was due for my third increase, I had trained more reps than any trainer and the teams I had coached (all but two were transition) were consistently among the site's top teams in every metric. Even after I had not received my increase, I remained one of the top performers in the site.
I assisted the training dept. during the ramp up in hiring and even worked from 7am-1am whenever another trainer was absent. While coaching, I trained the majority of the site's Remote Assistance reps and even trained on the fly when necessary to help the site meet service level for RA. In August of 2002, I was required to coach two teams at once and still my stats were among the best in the site. My records show that 5 ESRs approving a salary increase for me have been submitted by Sponsors and only 2 were given to me.
Just after our rollout of the Siebel training, I noticed that the actual hours trained drastically differed from the hours reported resulting in our client being overbilled. I reported this discrepancy to my superiors including Mr. Noland.
I have reported three incidents of sexual harassment in the site. Only one of these was reported to HR. One incident that was not reported involved threats of violence towards management. No action was taken and no investigation was conducted.
While coaching an Operation Checkpoint team, I discovered that blocks had been put on their phones so that our client could not audit them. I reported my disagreement with this action and with the altering of my teams metrics for appearance. Since that time I have not been asked to participate in Operation Checkpoint.
I discovered that the roadmap training was being deliberately withheld. I informed the Sponsors and Mr. Noland before his departure. I also informed Wyatt upon his visit to Starkville that the roadmap training was not being trained, that none of the trainers even knew what "eweb quiz" was, and that neither trainers nor coaches had any idea how to run reports from the L2 database. Within one week Mr. Pat Harrington began spot-checking me during training. After finding that all was in order, he questioned reps in my class who later advised me that he had manipulated their statements in order to show wrongdoing on my part. Mr. Harrington called a One-on One with me and the rep where this information was brought out. Mr. Harrington apologized to the rep afterwards.
Following this incident, emails regarding policy changes and procedures that I and my team are responsible for were sent to all other coaches working a day shift but were not sent to me until several days later almost ensuring that my team would not be compliant. I informed a Sponsor and for this reason, I moved to a night shift.
When the Starkville site's quality dropped, a new policy regarding the status of Service Request's and when to close them/leave them pending, etc. was rolled out. Each up training session for this new method of documenting was prefaced by a speech from the new site director in which he threatened our termination should we fail to follow this new policy. After the session, I reported to my superiors that I felt that the new policy was not in accordance with the client's instructions and could be considered fraud.
Within one weeks time, I was called to a One-on-One with Starkville's new Learning Manager. During this time, Sponsors had informed us that there was a new LM but he was never introduced to us and we were not told his name. The subject of the meeting was that I had "sent an email to trainers when it should be kept within the confines of management." This was obviously retaliatory since the email in question was an electronic copy of my teams up training reports (sent to trainers because I did not know the identity of the new LM) asking whether I should be giving any information about our site to Mr. Frazier since I had no idea who he was. To complicate the matter, Mr. Frazier's emails do not contain a signature, mention of his title or of his position in the company.
Outlook's Contact List shows him to be the LM in Andalusia, AL. Before sending the email containing the training reports, I sent an email to Mr. Frazier asking him if he was the new learning manager at the Starkville site. Mr. Frazier, however, chose not to respond to the email and instead held a One-on-One in which he referred to me as "son" and stated that since HE had called the meeting, I would not be allowed to speak. Mr. Frazier's behavior was highly unprofessional and demeaning towards me.
The newest Site Director at Starkville has stated publicly that all overdue increases would be received by the second week of December 2002. To date, I have still not received any of my overdue increases. Still I continue to grant good faith and rely on the my wage agreement with Service Zone, Inc.
The denial of my increases began after reporting discrepancies in salary increases to upper management and reporting various unethical business practices to local management. Since then, each time I have reported further incidents of unethical conduct, I have received more and more negative reinforcement. I can only view this treatment as retaliatory. To date, every coach and member of management who has reported such occurances has been terminated.
Jason
Tupelo, Mississippi
U.S.A.
Click here to read other Rip Off Reports on Services Unlimited
9 Updates & Rebuttals
Doctor
Starkville,Mississippi,
U.S.A.
Response To Deanna and Tammy
#2UPDATE EX-employee responds
Sat, May 14, 2005
First, You sound like shitty employees. Second, I know Deanna was a shitty employee because I worked with her and her moronic husband. I bet biscut dosen't know you did strange guys you met off of the internet. You were always trying to weasle out of work by calling in with lame excuses, begging to go home or some form of bullshit. I am sure your manager pushed sales because you sucked at everything else. (Not to mention that is is a required metric according to the contract servicezone had with the client). For the woman in Norman, get off the pills. I am sure you should have been fired many times over. The guy from chicago was right. You have mediocre performance and don't seem to be an asset to the company. (Probably not McDonalds either). I'd like to fire you just to laugh at your attempts to argue. I don't know what you look like buy Deanna is fat, pale and readheaded. I am sure you are fat pale and ugly too.
Doctor
Starkville,Mississippi,
U.S.A.
Response To Deanna and Tammy
#3UPDATE EX-employee responds
Sat, May 14, 2005
First, You sound like shitty employees. Second, I know Deanna was a shitty employee because I worked with her and her moronic husband. I bet biscut dosen't know you did strange guys you met off of the internet. You were always trying to weasle out of work by calling in with lame excuses, begging to go home or some form of bullshit. I am sure your manager pushed sales because you sucked at everything else. (Not to mention that is is a required metric according to the contract servicezone had with the client). For the woman in Norman, get off the pills. I am sure you should have been fired many times over. The guy from chicago was right. You have mediocre performance and don't seem to be an asset to the company. (Probably not McDonalds either). I'd like to fire you just to laugh at your attempts to argue. I don't know what you look like buy Deanna is fat, pale and readheaded. I am sure you are fat pale and ugly too.
Doctor
Starkville,Mississippi,
U.S.A.
Response To Deanna and Tammy
#4UPDATE EX-employee responds
Sat, May 14, 2005
First, You sound like shitty employees. Second, I know Deanna was a shitty employee because I worked with her and her moronic husband. I bet biscut dosen't know you did strange guys you met off of the internet. You were always trying to weasle out of work by calling in with lame excuses, begging to go home or some form of bullshit. I am sure your manager pushed sales because you sucked at everything else. (Not to mention that is is a required metric according to the contract servicezone had with the client). For the woman in Norman, get off the pills. I am sure you should have been fired many times over. The guy from chicago was right. You have mediocre performance and don't seem to be an asset to the company. (Probably not McDonalds either). I'd like to fire you just to laugh at your attempts to argue. I don't know what you look like buy Deanna is fat, pale and readheaded. I am sure you are fat pale and ugly too.
Deanna
Itta Bena,Mississippi,
U.S.A.
Another victim of the building politics in Starkville....
#5UPDATE EX-employee responds
Sun, May 16, 2004
My coach new I was quitting and had my notice and everything but I was told not to come back. I had 2 days approved off and then I was supposed to come back and work my last day, but I called in the day before my 2 days so I could go to Birmingham and take my drug test for my new job. Well one of the sponsors intercepted everything and told my coach to tell me not to come back for the Saturday that was supposed to be my last day. So I was informed of this when I came home and gave my badge and headset and all to another coach and she turned them in for me and not too long after that I found out I was fired for no-call no-show. I even left a voicemail for my coach the morning that the other coach took my stuff in for me. The coach that took my stuff knows that I always called or emailed because for that last week, I was at her house when I did it. I spent the night there before I emailed my coach when I went to Birmingham (I even called him later that day to make sure he got the email), and she was standing there with me when I left him the voicemail to let him know that she was bringing him my headset and badge. Yet the sponsors (Jason, I don't remember if you were there when the particular one I refer to started but I am sure that if you were you would know who I am talking about) decided to change my ESR to say I didn't call. Tammy, I do have something to say to you also, I know how you felt there. I had a coach that did nothing but harp on sales all the time (he became a sponsor for a short time but I recently heard that he no longer works there YAY!) and while I was on his team I ended up with more frequent migraines than usual (I went to the hospital for shots 3 times in one month because I couldn't open my eyes or I would throw up) and I also ended up going to an internal medicine specialist because I couldn't eat and I was having digestive issues. You are definately not the only one in that boat. I quit Service Zone going on 7 months ago and I am still paying off the doctor bills I racked up while I was working there. Anybody who thinks this is all just complaints because we couldn't handle it, try working there for a little while. 85% of people don't make it through training and those that do rarely make it through a year on the floor. After a year, there were only 3 people out of my training class that were left and only about half of the class made it past the first 2 weeks on the floor.
Anonymous
Chicago,Illinois,
U.S.A.
If you had good people skills you would have no problem dealing with unruly clients.
#6UPDATE EX-employee responds
Thu, January 08, 2004
In response to the rep in Norman,OK. You do not have a legitimate argument. You describe your work to be "above average" when in actuallity it is quite average or less. You seem to be plagued with "personal" problems that usually indicate a trend if absenteeism. As far as your "numbers", you shouldn't receive recognition for "getting close" to your expected metric. There is a big difference between Horseshoes and hand grenades. As far as your personal problems, you sound like you are addicted to perscription medication. Taking Xanax at work could not help your job performance. This is a highly addictive narcotic and "job stress" isn't a legitimate excuse for this. If the job makes you need Xanax, you should consider a career change. This isn't the job for you. And complaining about customers griping, well welcome to the call center workforce. If you had good people skills you would have no problem dealing with unruly clients. You just sound like a typical "complainer" employee. You adjust to the job. The job should not be tailored around YOU. Try working at a grocery store or McDonald's. I am sure you know how many McNuggets are in a 6 piece.
Anonymous
Chicago,Illinois,
U.S.A.
If you had good people skills you would have no problem dealing with unruly clients.
#7UPDATE EX-employee responds
Thu, January 08, 2004
In response to the rep in Norman,OK. You do not have a legitimate argument. You describe your work to be "above average" when in actuallity it is quite average or less. You seem to be plagued with "personal" problems that usually indicate a trend if absenteeism. As far as your "numbers", you shouldn't receive recognition for "getting close" to your expected metric. There is a big difference between Horseshoes and hand grenades. As far as your personal problems, you sound like you are addicted to perscription medication. Taking Xanax at work could not help your job performance. This is a highly addictive narcotic and "job stress" isn't a legitimate excuse for this. If the job makes you need Xanax, you should consider a career change. This isn't the job for you. And complaining about customers griping, well welcome to the call center workforce. If you had good people skills you would have no problem dealing with unruly clients. You just sound like a typical "complainer" employee. You adjust to the job. The job should not be tailored around YOU. Try working at a grocery store or McDonald's. I am sure you know how many McNuggets are in a 6 piece.
Anonymous
Chicago,Illinois,
U.S.A.
If you had good people skills you would have no problem dealing with unruly clients.
#8UPDATE EX-employee responds
Thu, January 08, 2004
In response to the rep in Norman,OK. You do not have a legitimate argument. You describe your work to be "above average" when in actuallity it is quite average or less. You seem to be plagued with "personal" problems that usually indicate a trend if absenteeism. As far as your "numbers", you shouldn't receive recognition for "getting close" to your expected metric. There is a big difference between Horseshoes and hand grenades. As far as your personal problems, you sound like you are addicted to perscription medication. Taking Xanax at work could not help your job performance. This is a highly addictive narcotic and "job stress" isn't a legitimate excuse for this. If the job makes you need Xanax, you should consider a career change. This isn't the job for you. And complaining about customers griping, well welcome to the call center workforce. If you had good people skills you would have no problem dealing with unruly clients. You just sound like a typical "complainer" employee. You adjust to the job. The job should not be tailored around YOU. Try working at a grocery store or McDonald's. I am sure you know how many McNuggets are in a 6 piece.
Anonymous
Chicago,Illinois,
U.S.A.
If you had good people skills you would have no problem dealing with unruly clients.
#9UPDATE EX-employee responds
Thu, January 08, 2004
In response to the rep in Norman,OK. You do not have a legitimate argument. You describe your work to be "above average" when in actuallity it is quite average or less. You seem to be plagued with "personal" problems that usually indicate a trend if absenteeism. As far as your "numbers", you shouldn't receive recognition for "getting close" to your expected metric. There is a big difference between Horseshoes and hand grenades. As far as your personal problems, you sound like you are addicted to perscription medication. Taking Xanax at work could not help your job performance. This is a highly addictive narcotic and "job stress" isn't a legitimate excuse for this. If the job makes you need Xanax, you should consider a career change. This isn't the job for you. And complaining about customers griping, well welcome to the call center workforce. If you had good people skills you would have no problem dealing with unruly clients. You just sound like a typical "complainer" employee. You adjust to the job. The job should not be tailored around YOU. Try working at a grocery store or McDonald's. I am sure you know how many McNuggets are in a 6 piece.
Tammy
Newalla,Oklahoma,
U.S.A.
Unfair Company ..they do NOT care about their employees one bit.
#10UPDATE EX-employee responds
Sun, September 14, 2003
I worked for Service Zone for almost 1 1/2 and only got one raise. I worked my butt off trying to get my stats down to where they needed to be but for some reason it just wasn't happening. I had several One-on-one's with my coach (which were all conducted on floor at her desk to where anyone could easily hear what was being said) as to what my problem was. I was completly honest, stating that all the customers wanted to do was gripe over every little thing and not want me to speak. I did the best the job that I could in trying to maintain call control, but apparently my best wasn't good enough for them. I did get several very satisfied surveys and and was even in the 85% Club for my CSat. There were several months where my stats were off only by less than 9 points/seconds and still did not recieve any kind of recognition for my effort. All my coach would say is "next month I want to see your stats down here ...not up here" and would give me tracking sheets for my aht. Those tracking sheets did nothing but waist my time in having to do them. They didn't help one bit. After working there for about 9 months I found myself on the verge of a nervous break down and undergoing medical procedures on my brain to rule out the worst. My dr. prescibed me Xanax to take while at work to help with all the crap that I had to put up with over the phone. Also, there were several instances where my allergies would affect my voice causing me to come down with laryingitis at times. My coach kept insisting that that go on LOA until fully recooperated, and everytime I told her that I couldn't afford to do that because I had bills to pay. I never took off on LOA. In July of this year, I broke all the blood vessels in my right ear from alot of pressure being backed up and when i blew my nose that pressure had no where to go, and that caused me to be in pain. I still went to work because I needed the money. My dr instructed me not to blow my nose for awhile to give my ear time to heal. I was working with cotton in my right and still wearing my headset and doing the best possible job that I could do in maintaining Customer Satisfaction. I was so stopped up that I was literatly having to talk through my nose because I couldn't breathe. I was breathing through my mouth and talking at the same time. My coach told me that I could log when needed to catch my breath and get myself back together as long as I kept track of the time so that she would know why I was off the phone for that period of time. Finally, she had enough of me not being able to talk at times and FORCED me to go on LOA. During my time on LOA I landed another job (which I had been looking for for MANY MANY months). The day after I landed my new job I waited til after dark to go and clean off my desk (I worked the 6am-3pm shift). I waited so late because I didn't want to have to face my coach and any of my team mates (many of which I had grown close to). The coach on duty at 9pm had me write a short resignation note stating why I was resiging my position from the company ....which I no problem in doing. After I signed the note she asked for my badge and helped me clean off my desk. I was so glad to get out of that place. All of my friends and family told me for over 6 months that I had to get out of that place just to keep my sanity or I would end up having a nervous break down not just coming close to one. One of my teenage friends told me that I needed a new job because he didn't like seeing me go through all that stress and did want to see me have a nervous break down. I tried for months to land another job on my vacation time just so that I wouldn't have to go back, but was unsuccessful. I don't miss that place one bit. I still think that I should have received some sort of praise from my coach when I did come close to hitting my stats, not just the one time that I did hit all of them. I will not refer any of my friends to work for Service Zone because they do NOT care about their employees one bit.
