rip-off-report-warning

I Found You on Ripoff Report- You Must be a Rip-Off

As an avid user of the Internet, I always do research before signing up for a web service. (If I would list all of the Internet services I have ever signed up for, the list would literally be a mile long.) One popular place for researching the trustworthiness of a business is a popular site called “Ripoff Report.”

The idea of Ripoff Report is to give a voice to any consumer who felt taken advantage of by a business. A service like this comes with its own set of strengths and weaknesses, just as any business does. You can read a myriad of opinions about it all over the Web. However, the purpose of this blog post is to address the various complaints you will find on the site about BeenVerified.

As of today (January 18, 2012), BeenVerified has 25 individual complaints on Ripoff Report. As CEO of the company, this is 25 too many. When you run a company, there is no room for finger-pointing, he-said-she said, or excuses. Regardless of the specifics of individual stories, there must have been a better way to handle the situation. We will continue to learn, improve and do a better job of making sure our support staff has the right resources at their finger tips to handle any situation that may arise.

One thing Ripoff Report does not show on their site is the overall size of a particular company’s user base. You may agree that 25 complaints for a company with 100 customers is much different than 25 complaints from a company of 1 million customers. To be fair, it would be disingenuous to infer that only 25 BeenVerified users out of 1 million were unhappy about something. Internally, we use something called “the rule of 10,” meaning that for every one issue someone brings forward (be it a complaint, a compliment, a feature suggestion, a software bug) at least 10 other people experience the same thing. In this case, let’s use the rule of 100. Now we are left with 2,500 unhappy customers out of 1 million.

In conclusion, BeenVerified.com has grown tremendously over the last 4 years. Like any maturation process, we have stumbled at times and other times fallen flat on our faces. In doing so, we have learned some valuable lessons and are always trying to apply these lessons appropriately as the business grows even more. We still have some growing up to do, but hopefully not too much!

 

What do you think? What can we do better for you?




2 thoughts on “I Found You on Ripoff Report- You Must be a Rip-Off”

  1. Josh,

    Thank you for your post acknowledging the issues your company has had in the past, and your intention to correct them. The best thing a business can do is work things out with the consumer, make the consumer happy, and post updates on RipoffReport, as well as their own site, showing how they used good customer service to solve the problem. In this way, the business has a unique opportunity to show it has good customer service while the consumer is protected from behavior that may be interpreted as threatening.

    We commend your efforts to turn things around with unhappy consumers, and wish you all the best at improving your customer support practices. Please post updates at Ripoffreport.com, so that your customers can see the effort that you are putting forth.

    - ED

    1. Hi Ed, We are always striving to meet and exceed our customers’ needs and be better at what we do. While we recognize consumers are unhappy when they use these platforms, companies can use them as a way to listen and respond to their customers, and overall we can use it to improve our business.

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