Reply from LiftModeMay 28, 2022
Hello Robert,
Thank you for your honest feedback and we're sorry to hear such a negative review of my personal handling of the situation. Lilly and I both reviewed the call and emails and could not find exactly where I was ever "rude as hell" to you.
I apologize however yet again, that you had such an experience with us or feel that way about my management. I have been with this company for a decade and have been most often very highly praised for my individualized-care for customers and for their concerns, so sorry to give you the wrong impression.
I actually took steps in resolving your issue, that could have potentially put our entire system at risk for fraud, just to make sure we took your order successfully.
My explanation to you about the pending authorization hold was in no way condescending, it was the same language and tone we use in addressing this potentially confusing and frustrating experience. We only asked that you refrain from hostile or abusive language/profanity with us as we are here only to serve and never to further frustrate or dismiss any of your concerns.
As already offered, we'd gladly have Lilly continue to serve you in the future as you prefer. However, if you continue to present yourself as a risky or abusive customer who would misrepresent our service, or use foul language to demean our commitment to your satisfaction, then none of us may be able to be of service to you in the future at all.
We are a transparent, honest and genuinely caring company and we hope to only be able to continue to strive to serve you as all of our customers only better and better.
So thank you again for sharing your honest feedback, we will continue to reflect on your words and work on improving, so that hopefully you'll find me like all of us, to be the friendly and helpful customer service team so many of our other customers know us all to be!
Best regards,
Leo and the LiftMode Team