ComplaintsforNexRep, LLC

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against NexRep due to numerous misleading and unprofessional actions during my time with their program. My experience has been marked by repeated misinformation, unclear policies, and an overall lack of support from the company, which has resulted in my unfair removal from the campaign.During this campaign, I was initially informed by Supported Production that we could not be removed from the campaign and that leads were there to support us in improving our ***************** (QA) scores. I worked diligently to meet their standards, scoring a 75 on my QA. However, I was given conflicting information regarding the minimum required QA score. The company communicated at times that the minimum score was 70, while other times I was told it was 80. This inconsistency caused confusion and led me to believe I was being misled about the requirements.Additionally, on 11/11/2024, I was attending a certification session for another program, DRTA, from 10:00 am to 3:00 pm Mountain Standard Time. Due to technical issues with my ***** account, which was not functioning until approximately 1:00 pm, I initially joined the session as a guest. Despite being present, I later received an email stating I was being removed for supposedly not attending the session, which was inaccurate. I believe this decision was unfair, as I was actively participating in the program despite the technical difficulties that were beyond my ********** light of these issues, I feel that the company has acted unfairly, provided misleading information, and failed to deliver on its promises of support and transparency. I respectfully request that the BBB investigate these concerns and help hold the company accountable for their practices to prevent similar situations for others in the future.Thank you for your attention to this matter. I look forward to your assistance in seeking a fair resolution.Sincerely,****** *****

  Business response

  11/14/2024

  Hi *******
  Thank you for reaching out to express your concerns. We appreciate the opportunity to address and resolve these, because providing NexRep Marketplace Contractors with a great experience that leaves them feeling confident and prepared for success on client campaigns is a top priority for NexRep. We value transparency as a company and use objective criteria provided by clients to determine who has fulfilled the requirements necessary to proceed with certification, supported production, and production on their campaigns.

  
  In Supported Production for some campaigns, particularly for healthcare campaigns such as the first one you reference here, there are some strict requirements that, when not met, can result in an auto-fail despite a contractors prior performance. Such requirements are often established due to the stringent policies of the industry that these clients operate in, and when auto-fails occur, clients require that NexRep remove the contractor from their campaign.  
  You were removed from the Supported Production of that healthcare campaign as a result of one of these auto-fails. However, were aware that there was some miscommunication when you were initially notified of the reason for removal. While the Operations Manager responded later to clarify this, we understand how that initial miscommunication could be both confusing and frustrating. We sincerely apologize for the mix-up.

  
  Regarding your removal from certification on the second program,the client requires that contractors do not miss any certification. NexRep uses the data logged by its systems to assess and report on whether this requirement has been met. While we do see that you joined the session that day, our system indicates that you did so 2 hours after the start time. Since we were not able to account for those missing hours, nor were we able to identify any widespread issues with any of our systems on 11/11, we were not able to confirm and report that this requirement had been fulfilled.

  
  We understand that one of NexReps Senior Operations Managers contacted you yesterday to discuss this complaint, and after expressing a desire to resume with the **** program, you have been added to the next available certification, which starts on 11/18. We appreciate you being part of the NexRep Marketplace and look forward to seeing you in this upcoming certification. Should you have any questions or encounter any issues along the way, please dont hesitate to contact us directly. Your experience is important to us and NexRep is committed to doing what we can to facilitate a smooth, informative, and enjoyable certification process.
  
  Best,
  NexRep

  Customer response

  11/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to formally lodge a complaint against NexRep, a company that contacted me with an opportunity to service Teladoc. They offered a $350 incentive for successfully completing their training program with a score of 80% or higher and for completing two weeks of production work.I committed to the opportunity and completed two weeks of unpaid training, during which I passed all tests with scores of 80% or higher. Following the training, I completed two weeks of production work as required.However, on the last day of my service, I received an email from a representative named *****************************, informing me that I was being removed from the program for not meeting the clients requirements. As a result, they refused to pay me the promised $350 incentive and also informed me that I would be removed from the group. When I asked ******************** for specific details on how I did not meet the clients requirements, she did not respond to my emails.Furthermore, NexRep owes me $100 for the second week of production work, which remains unpaid. Despite multiple attempts to contact ******************** via email regarding my outstanding payment, I have received no response. I have noticed that she is active in Teladoc group communications, yet she continues to ignore my inquiries regarding payment.This situation appears to be a pattern where NexRep lures individuals into providing free training and work with the promise of compensation, only to later terminate them without sufficient explanation and withhold the promised payment.I kindly request your assistance in resolving this matter. Specifically, I am seeking the payment of $100 for the time I serviced in the second week of production, as well as the $350 incentive for successfully completing the training and production requirements as originally promised by NexRep.Thank you for your attention to this matter. I look forward to your assistance in ensuring that I receive the compensation

  Business response

  08/15/2024

  Suzete, 

  
  Thanks for taking the time to reach out with your concerns. Were sorry to hear that Teladoc was not the right program fit for you, and we want to clarify a few things in the event that youd like to service a different NexRep client in the future.  
  According to our records and our Operations Team, you unfortunately did not graduate from Supported Production due to scoring a 61% on client quality expectationsTeladoc requires at least a 70% to pass into production. We do communicate this to all NexRep Marketplace Contractors in a welcome email on the first day of certification as follows: 
  
  What about the certification incentive?? 
  There is a $350 certification incentive for Teladoc.? To receive it all of the below must be met? 
  Successfully complete certification? 
  Service 10 hours a week for each week of supported production (generally two weeks but we may give you an extra week if we feel it would be beneficial)? 
  Attend the Supported Production Boot Camp? 
  Pass supported production and graduate into production? 
  This incentive will be paid out on the first invoice you receive after graduating supported production. If you do not meet the clients expectations to move into production you will not be eligible for the incentive.?? 
  
  Additionally, our records show that ****** did communicate with you, but she received no communication from you about the incentive. Please note that your $101.61 for the hours you serviced during supported production will be on your August 16th invoice for the ***** hours you serviced during the week of August 4th. As a courtesy and gesture of goodwill, our Operations Leaders have decided to provide you with the $350 certification incentive, which you will receive on August 30th.  

  Customer response

  08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 13, 2024, I received a phone call from a NexRep Market Coordinator who offered me a position to contract with NexRep. I paid for the background check only to receive an email stating that the class starting on July 22, 2024, is full and someone will contact me within five to ten business days. I am requesting a refund for the background check fees.

  Business response

  07/02/2024

  Hi ******,
  
  Thanks for reaching out about your experience. Certification classes are filled on a first-come, first-served basis, in the order that completed background checks are received. This is disclosed and discussed between contractors and Marketplace Coordinators during the MC call.  We know its frustrating to not be able to join the certification experience you had originally planned for, which is why weve approved you for placement on another available program. We reached out to you twice on 7/1/2024 regarding other NexRep Marketplace opportunities, but we were shuttled to your voicemail both times. Wed really like to coordinate with you and find an alternate program placement, since your assessment scores are high and you do have a completed background check. Please contact ******************************* at *************************************************************************************;to set up a call time and discuss further opportunities within the NexRep Marketplace!

  Customer response

  07/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I reject this response for various reasons, such as certification classes are on a first-served basis, disclosed by Market Coordinators during the call. On June 13, 2024, I spoke with a Market Coordinator regarding certification for Teladoc starting on July 22, 2024; the Coordinator did not advise that a fast response time for background checks determines who is selected to attend certification. The Market Coordinator advised me to complete the background check by the beginning of July during the phone call. Next, I do not have a missed phone call from NexRep on July 1, 2024, in my phone records. On July 2, 2024, an email was sent to ******************************* at **************************************** to discuss a call time and other opportunities, according to NexRep's response on BBB. ******* does not have a direct email or phone number, according to a response email sent by another NexRep Coordinator with a link to schedule a call time to discuss other opportunities. The link leads to a message in my account on the website stating that there is not a perfect match available for you right now. I have attached the email conversation and a screenshot of the link message on my account. 
  
  
  
  
  Regards,

  ******

   

   

  Business response

  07/17/2024

  ******,
  
  Thank you for your response and for providing further details. Were sorry to hear that there was some miscommunication, and we will certainly issue a background check refund. Please note that, since background checks are completed through a third-party company, it can take up to 10 days to process the refund the fee. We wish you well on your work from home journey!

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a background check because I was told that I would be contracting with Teladoc starting in April. Lo and behold the class was cancelled and my money was stolen. I believe taking background check money is how nexrep makes money.

  Business response

  04/10/2024

  Hello, ********* glad to hear from you, though we know the circumstances must be frustrating. We can see that you were originally supposed to participate in the 4/1 Teladoc certification, which was moved to 5/6.Sometimes, client needs require us to shift or reschedule certification to accommodate changes. We understand that this isnt ideal, and waiting another month to begin rescheduled certification does not work for everyone.
  To ensure the integrity of our services and protect clients and customers, NexRep partners with a third-party company to complete background checks, so we do not receive any portion of that fee. Weve requested a refund for your background check fee, which can take 7-10 days for the third-party company to process and reissue to you.
  In the meantime, we hope you will consider staying in touch with us and remaining part of the NexRep Marketplace in the event another opportunity arises sooner! Please dont hesitate to reach out again with any questions or concerns. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I did not service for Nexrep for very long because I realized very quickly that they were very quick to change rules and expect everyone to know and abide by them immediately! That being said, I was there for over 30 days and I have yet to be paid a dime including the incentive payment of $350 that I earned, the system used to make payments, they claim keeps changing my banking information and trying the payment and they refuse to make a return payment before the next pay period of 15 days later and they charge a $30 fee from the paycheck for the incorrect banking information that I have made sure is correct over a dozen times. So they have refused to pay me and are taking deductions for mistakes that they are making and have not paid me my earned incentive at that! I just want what I have earned and to wash my hands of this company!

  Business response

  01/29/2024

  Hi *********, Thanks for taking the time to reach out with your invoicing concerns so we can investigate this matter further. We see that youve been in touch with our invoicing team about this, and it looks like you can expect to receive the reprocessed payment no later than this Friday,02/02/2024.
  
  Upon review of your communication history with our team,we see that our team reached out on 1/11 to let you know that we received an ACH return for compensation for your invoice issued on 1/5, and requested that you log into Paycom to verify your direct deposit information. We see that you cited some trouble with your financial institution processing this on 1/11 due to too many zeroes, and then confirmed that you had double checked the information in Paycom and that it matched the banks records.
  
  Our records indicate that you then reached out on 1/19 stating that you had not received your invoice again, and upon examination of your Paycom profile, our team wasnt able to locate any history of changes being made to your banking information beyond the initial creation of your account. All changes to contractors payment information on Paycom are documented to reflect the date that the change was initiated, so this lack of change history indicates that you may not have properly saved your payment information when attempting to update it.
  
  Per the Agent Paycom Guide that all contractors are provided with, if your invoicing deposit is returned to us due to incorrect information, the returned invoice deposit is subject to a $30 return fee that will be deducted from the reprocessed invoicing payment. Weve attached that document here for your reference.
  
  While we can absolutely appreciate the importance of receiving your invoice in a timely manner, timely processing is dependent on having the correct account information, which contractors are responsible for providing. As such, this return will be processed in accordance with the aforementioned policy.
  
  We can confirm that our invoicing team is now seeing that you have provided and saved updated payment information to your Paycom profile,so you can expect to receive the reprocessed payment no later than 2/2.
  
  Regarding the certification incentive noted in your complaint; as stated on our website, contractors are eligible for certification incentives when they complete both certification and supported production. Our records note that you resigned from the program during supported production,which means that you did not meet the criteria necessary to qualify for the incentive.
  
  We wish you the best and appreciate your patience while your invoices are reprocessed. We welcome you to reach out again should you have any additional questions or concerns.

  Customer response

  02/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am aware of Nexreps policy regarding return payment fees, however, the mistake made was not a fault of my making. I have multiple emails showing multiple attempts to make contact and show Nexrep that something is catastrophicly wrong in the pay system and nothing but waiting was done. I was then charged even more fees for mistakes that were blamed on me. I did not make any other changes and after initially setting up the account and the 3rd time the payment went through. $60 was levied against me after I couldn't even receive my invite for over a month. No I do not accept this arrangement.
  
  FAQ
  
  Regards,

  *********

   

   

  Business response

  02/05/2024

  Hi *********, thanks for reaching back out so we can continue to work towards resolution together. We hear your frustration and will do what we can to help.
  We understand youve been in touch with our team multiple times, and we have reviewed these communications extensively. We see that our team asked you to log into Paycom to verify your direct deposit information on 1/11 after the first invoice was returned. We see that you responded and cited some trouble with your financial institution processing this on 1/11 due to too many zeroes, and then confirmed that you had updated and double checked the information in Paycom and that it matched the banks records.
  Based on your confirmation of the accuracy of your account information in our system, we marked your account as all set to reprocess. Then the second invoice was returned us, and you reached out on 1/19 and stated that your account information in Paycom had changed back. While we can appreciate your frustration at the inconvenience of your second invoice being returned, all account changes are automatically documented in the Paycom system, and after careful review of our records and reaching out to Paycom, we dont have any records of you having updated that information prior to the return of your second invoice. Additionally, Paycom has not noted any errors or system malfunctions that would result in your direct deposit details changing back to previous information. These facts indicate that while you may have attempted to update your information on 1/11, it was not properly saved.
  Per NexReps policy, if your invoicing deposit is returned to us due to incorrect information, the returned invoice deposit is subject to a $30 return fee that will be deducted from the reprocessed invoicing payment. As a result, we are not able to return the first $30 return fee that resulted from a data entry error when you initially set up your direct deposit information. Since we dont have any evidence that your incorrect details were updated in our system prior to the second invoice return, nor any evidence that something occurred in our system that would cause updated information to change back, our policy would typically dictate that the second $30 fee remain in place as well. However, as a gesture of good will, we will waive the second return fee and return that $30 to you via an invoice adjustment that will be processed during our next scheduled pay cycle.
  Please reach out if you have any further questions.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke with the Marketplace Coordinator on 1/6/2024 at 9pm EST. It's disappointing that as soon as I paid for my background check, which was immediately after the call, there is no longer an opportunity for me. I passed up an opportunity from another company that was guaranteed for this one when I could have moved forward with them instead and still be able to start a project this month. Now, I am being told to wait an additional **** days for another call when I was already told two days ago that this was the only opportunity available at the time with your company. This is disheartening and in my opinion misleading in more ways than one. Please let me know how I can be refunded for my background check as this message does not put me at ease that there will be another opportunity for me.

  Business response

  01/12/2024

  Hi *********,
  
  Thanks for reaching out with your concerns, and we appreciate you going through the necessary steps to become an independent contractor through the NexRep Marketplace! It appears we invited you to a certification class on 1/29, but by the time we received the results of your background check, that class was full. Unfortunately, at the time, we did not have other certification classes available. We see that you communicated with ******** about your concerns, and she requested a background check refund on 1/9. The third-party organization that conducts these background checks informed us that your refund has been processed, but it can take **** business days for your funds to show up in your account.

  
  Thank you for your communication and patience while this is resolved. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After completing the full-time certification class, passing QA Boot Camp with an 85%, and meeting all of the requirements for two weeks post certification, I was informed that I would be receiving a bonus of $350.00. I successfully completed everything by 12/03.However, I noticed that my bonus was not included in my first check. I've already reached out to my Resolution ******************************* and invoicing, but they have all referred me back to the Operations Manager. I did email the Operations Manager, but unfortunately, I haven't received a response yet, and it's been a week now.I do understand that there are many agents to attend to, but I'm hoping that my payment issue can be given priority. I believe that when it comes to someone's hard-earned money, it requires prompt attention or at least an acknowledgement while resolving the issue.

  Business response

  12/13/2023

  Hi *****,

  
  Thank you for reaching out to make us aware of this. Your feedback is important, and we appreciate you giving us the opportunity to resolve this with you. We can see that you were supposed to receive the $350, and there seems to have been a system error that kept your payment from processing.
  Our Operations Team is working to ensure that payment is included on your 12/22 invoice. We apologize for the delay in delivering your incentive!Please reach out to us if you have any further questions or concerns. 

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with this company in late October and I'm still actively on the Teladoc campaign. I successfully completed all actions necessary to receive a $350 bonus, except for the 15 required hours of service while in prodcution. The company blocked me from doing so by not responding to my multiple requests for my login credentials to enter the client's portal. As a result, I selected the required hours and was unable to service them. I also completed additional mandatory courses as outlined in their emails. I wasn't invoiced for all of them. The total should be $25. *****[ lacks professionalism and common courtesy. I spent over 80 hours in training and an additional 15 hours of out of class assignments, troubleshooting, etc. and should be compensated in some reasonable form. This company doesn't care about their contractors. I did everything in my power and took the appropriate actions to resolve THEIR tech issues without any help or udates. It leads me to think that the reason it was never resolved was so that the Nexrep would not have to pay me the bonus. I'm incline to believe my experience is iindicative of the company's culture. No wonder they are unable to retain contractors. It wasn't just one person who ignored or was unresponsive to my emails. it was everyone whom I contacted. Here is a list of actions I took: completed the form reporting the issue twice I completed the new form once I reached out via email several times both in company's email and in Outlook I attended Bootcamp to get some help. Abruptly interrupted and told "can't help" I reached out in Adobe twice ( was told the issue has been reported )I contacted Nexrep via welcome letter email. I was told there is nothing they could do. Reach out to Support.I used the Adobe link shown in the email - (pop up stating the room is locked)

  Business response

  11/21/2023

  Hi ********, thank you for reaching out. Is it possible that you're registered with NexRep under a different name? We're not able to locate a profile for anyone on that campaign with the first name, last name, and email address you've provided here. If you could please respond to let us know so that we can locate your profile, we'll start researching the concerns you have shared here as soon as possible. Thank you. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/14/2023 I was told by ****************** the Nexrep operations manager, That my service with Ontel was ending on 8/20/2023 in email. She told me I was going to be rehomed to a new campaign and that someone will be reaching out through email or phone with a new campaign offer on 8/16/2023. I still have yet to hear anything back. I'm seeing in the chat that everyone else is being rehome and starting training for a new campaign on Monday. And some are able to schedule a new call on the Nexrep marketplace without having to wait. Each time I login to schedule a call I keep getting there is no opportunities available to you at this time to keep checking back, But somehow everyone is is scheduling their call to be rehomed. This company does not send a warning before hand that they are not letting you continue, I got hired for ***** may 26, class started June 2nd and my time is ending already. This company Is full of liars and unprofessional operators. They do not care about anyone finances and well being but their own, we have families too and they want to pay us $10 an hour, which does NOT meet living expenses with inflation. Their talk per min jobs **** because you can sit a whole hour and no calls come in and you not paid a dime of your time sitting. This company makes billions per year and I did my research they can afford to pay us more. They already don't pay for your time to learn from the certification specialist who dont really teach or show you what to do because they read a scripted slid show and expect you to be ready on day one of servicing. I applied to train as a certification specials and or be a resource specialist as well on their career page and this company is so sorry they dont respond, call or nothing. I have the experience as well experience as a recruiter. I want a better offer than what they choosing to give certain people. The people in charge have their favorites. They sit in break out rooms and gossip about other workers. This company can do better.

  Business response

  08/18/2023

  Hi *******,
  Thank you for reaching out and sharing your concerns. Providing a positive experience to our Marketplace Contractors is important to us, and were sorry to hear that your experience has been a frustrating one.
  
  Our records indicate that contractors who joined the Ontel campaign in *** were informed that these opportunities were temporary, and that we would do our best to rehome if we had other opportunities available when this one came to an end. We checked in with our sourcing team to follow up on this, and the team confirmed that they are still in the process of reaching out to contractors who need to be rehomed, and that they are processing these requests in the order in which they were received. The team also confirmed that you are still on this list and would be receiving a call.
  
  Please note that due to the limited number of certification classes currently available, we are primarily sourcing for sales opportunities at this time. However, our opportunities change frequently, so if you arent interested in the rehoming opportunities that our team is able to offer right now, we encourage you to check back periodically so you can schedule a call when there is a wider range of opportunities available.    
  
  Regarding the application you submitted to be a certification specialist or resource specialist; it appears there was a delay in taking these job postings down after the last time they were filled. Weve followed up with our *************** team to ensure that the postings are taken down because we do not currently have openings for those opportunities. We sincerely apologize for any inconvenience this may have caused, and we will keep your applications on file for consideration the next time these opportunities become available.
  
  Thank you again for reaching out, and please dont hesitate to contact us directly should you have any additional questions or concerns that youd like to discuss.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started with Nexrep on the Teladoc campaign in Feb. 2022 and serviced for them up until July 7 2023. I serviced that night and logged off at 11 pm and then the following day I tried to log in to service my hours and could not log into anything. I then emialed my RS (resource specialist) without any response I emailed a few more RS's until I got intouch with one of them and was told that I had been deactivated, without any explanition at all. I finally get intouch with my RS ***** T who tells me that I needed to reapply to marketplace and she would make sure to get me back into the next class and back to work. She also still did not have any explanation as to why I was deactivated. I the email our operation manager ****** S and it takes several days begfore I get any response. Then she tells me that I had a call from a mm that wanted a MH visit and the mmhad said that she didnt understnad wat they wanted them to do blow their head off, that they needed a MH visit. I do remember that call and talking to that mm but the mm did not have the benefit so there was nothing I could do to help them get that visit. I followed protocol on that call so Im not sure wat I did wrong. I explained this to ****** and the fact that another agent ********** had shared mm info via screenshots which is a HIPAA violation and this mm was successfully rehomed to the ****** program. So I brought **** to ******* attention and asked her to rehome me and she refused to rehome me. I honestly feel like my relationship with has been borderline hostile since she had offered to promote me to a RS position and then she recended the offer, and now I have been wrongfuly terminated. I also know that in QA (quality assurance) they will pull mulitple calls for one agent to make sure that the agent doesnt get an auto fail. My friend ****************** told me that herself , so I am confused as to why they terminated me without any explanation. Why am I being discriminated against? Why have I been wrongfully fired?

  Business response

  07/21/2023

  Hi ******,

  Thank you for reaching out and providing us with the opportunity to look into this matter further and provide some clarification on the situation.
  
  We reached out to our Operations team to investigate the circumstances leading up to the termination of your contract, and it was determined that your contract was ended due to a complaint that a customer filed directly with the client. The complaint alleged that you laughed at the customer during the call when she was having a hard time setting up a mental health call with a physician, and upon review of the call, the client specifically asked for you to be removed from the program due to the unprofessional and inappropriate manner in which the call was handled.
  
  Our clients entrust us with the important task of providing compassionate care to their customers, and NexRep takes that duty seriously. While we are not able to discuss the contracts of other Marketplace Contractors, we can assure you that NexRep holds all of its contractors to the same standards of conduct and professionalism. The decision to not rehome you was made due to the nature of the request to remove you from this program as well as the manner in which the call was handled, which was not in accordance with those standards.We understand you may not be satisfied with the outcome here, but please know that we do not take these decisions lightly, nor do we base them on personal reasons. We wish you all the best.

  - NexRep

  Customer response

  07/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I would never laugh at a customer and I can assure you that I did not laugh at this member. This member did not have the benefit of MH and I went into detail with this person on that and how she could go onto the website and pay out of pocket for a MH visit. This person was not upset with me as we was on the phone for well over 20 minutes. This lady was going into detail about her job and how I could  apply for a job where she worked. So no I do not understand how this person was so upset with me that they complained on me. I also would like to know why the other agent that got this same call from this lady was coached on the call but I was just deactivated and no one ever even spoke to me about the call. I had to **** down an RS to find out wat happened to my access and then when I talked to ***** T she assured me that she would get me into the next class and rehomed and I do have the proof of that message and I will attach that here. I feel like someone should have at least had a conversation with me and not just let me figure it out on my own, that is very unprofessional. i have dedicated my time to your company and you just turn your back on me over one unverified complaint, if you check my QA scores you will see that I was a dedicated agent with scores of 100 almost every week. I should have at least been worthy of a conversation after almost 19 months of dedicated
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  07/24/2023

  Hi ******, 
  Thank you for your response. 
  
  Due to the client's specific request to remove you from this program after the client reviewed the call that resulted in a customer complaint, coaching was not an available option. While we appreciate the service you provided as a NexRep Marketplace Contractor prior to this incident, our decision to end the contract and not rehome was not based on an unverified complaint; our team also reviewed this call after the client brought it to our attention, and the team agreed with the client's observation that the call was handled in a manner that lacked professionalism.  
  
  We understand that a member of our team contacted you today to discuss this and to address some of the other concerns you have noted here, but they were not able to finish that conversation with you due to you hanging up. 
  
  As stated in our previous message, we understand you may not be satisfied with the outcome here, but please know that we do not take these decisions lightly, and these decisions are based on our business' commitment to providing our clients and their customers with the highest quality of care. We wish you all the best. 

  Customer response

  07/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩