ComplaintsforGreat Resumes Fast

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 3/31/21 Amount of Money Paid: $1694.00 Details: - I chose to work with ******* ********* and Great Resumes Fast based on their recognition by LinkedIn as a 'Top Voice' as an Executive Resume Writer see link here: ***************************************************************************************** - After a consultation call with ********* team, they recommended that I purchase the resume writing service along with the resume distribution service to get my resume sent directly to decision-makers at target companies. Total Cost: $1694.00 - The first resume writer that was assigned to me did not have any resume writing credentials or certifications and I had to firmly request multiple times to be assigned to a certified resume writer. LinkedIn profile of first writer assigned linked here: ****************************************************** - Ultimately, my resume was outsourced to a **** independent contractor, NOT an employee of Great Resumes Fast, that charges $125 - $475 at most for the service I received. Website linked here *********************************************/ - Additionally, regarding the resume distribution service I purchased, I was told my resume would be sent directly to decision-makers at companies in my target industry, but the list of contacts I received were staffing agency recruiters. In summary, I feel that I did not receive the service as described. I was charged a premium rate for the services ranked #1 by LinkedIn, but then my project was outsourced to a non-ranked individual, and the list of contacts was not for decision-makers at target companies. Please see attached showing an attempt to resolve directly with the company along with the recruiter distribution list showing a list of agencies, not employers as promised.

  Business response

  02/10/2022

  ***** reached out to us on March 30, 2021. She requested information on our Resume, Cover Letter, LinkedIn Profile and Recruiter Distribution services.  On that date, she was also provided with our Service and Pricing Guide for 2021. This Guide reviews our Recruiter Distribution Service:
  
  “Target recruiters and executive search firms who fill positions within your industry, location, and desired salary range. Your resume and cover letter are sent directly to the recruiter's or search firm's email and addressed to them by name.
  
  Our network of recruiters have requested and look forward to receiving your resume to fill current openings they have available in your industry and for your target position.
  
  The number of recruiters contacted varies based on your selections of industry, position, location, and salary range. Approximately 200-500 headhunters and executive search firms receive your resume and cover letter.”
  
  I spoke with ***** on March 31, 2021 and I provided her with the details about the services she requested.  I gave her an overview of how our Recruiter Distribution Service worked.
  
  I also provided her with a quote for the Resume, Cover Letter and LinkedIn package and Recruiter Distribution add-on, totaling $1694.  She signed up/paid on the phone.  She was provided a receipt which outlined her charges for the resume package and Recruiter Distribution Service.  ***** was sent a Welcome Packet, which contained an outline of her resume project and our process, her writer’s direct contact information, as well as 15 pages of bonus job-search information.
  
  ***** sent an email to us within 45 minutes of receiving her welcome packet on 3/31/2021, asking to chat about her writer assignment (3:15 pm 3/31/2021) I called her, and she said she checked out ********* LinkedIn profile and didn’t think she would be a good fit.  I gave her an overview of ********* history and accomplishments and mentioned that while I thought ******* would be a great fit and do phenomenal work, I wanted her to feel comfortable and would be happy to reassign her.  I reassigned her to ******* within 30 minutes of that call (3:48 pm 3/31/2021)
  
  On April 2,2021, I reached out to ***** at 9:15 am and asked her how it was going with her new writer and if she felt better about the match.  She said yes she was feeling confident, and that she appreciated me reaching out (10:35 am)
  
  On 5/24/2021, she sent us a message asking for a partial refund.  The client stated
  
  “In my initial conversation with ***** P, I expressed my desire to pursue a work from home position in the SaaS space, and was assured that by selecting the Executive VIP Premium Service plus recruiter distribution ($1694), that I would be connected directly to decision makers in the industry.
  
  Again, while I was very pleased with the work that ******* did for me in rewriting my resume, I did not find value in the rest of the service and believe that I was mis-matched. The list of recruiters that I received was mostly for agency contacts. Having left an 8-year career as an agency recruiter, I would not have signed up for this service had that information been given to me.
  
  I understand that you independently contract many of your resume writers and that you run a business, but when I look at *******'s website, the service I received for the resume rewrite would have cost $450 at most.
  
  While I ended up securing a position on site outside of the SaaS space, I was able to do so with the original resume that I had created myself, and ultimately did not need the resume that was created for me. That being said, I do think it is fair to pay for the resume writing portion of my experience with a reasonable margin for connecting me to *******. Even at a 50% markup from her highest rate, I should not have paid more than $675.”
  
  We responded to the client on 5/25/2021 with the following message:
  
  “I hear that you're frustrated because you purchased a service with us, and after that service was performed and delivered, you shopped around on your own to find that same writer offers her services privately.
  
  We don't have control over whether our writers choose to have a side hustle in addition to working for us at GRF.  Our team members are also at liberty to charge what they wish for their private services.  In order to adhere to our protocols, we provide them with weekly training on our standards, and they have to abide by our proprietary process when working with our clients.  There is a difference in how each writer chooses to approach client work on their own versus with us.  When clients come to us and contract with us as a company, it is for our reputation -- which we have due to our process.  Therefore, we don't offer a price match.
  
  Our recruiter distribution service is described to clients as follows:
  
  "Your new resume and cover letter is sent out to our list of recruiters, headhunters, and search firms.  We have over 16,000 on our database, but you would customize it based on location, salary, industry -- it can be as specific as you'd like.  Once you customize it, it typically goes to between 700-2000 individuals, and you would receive a spreadsheet with each person's name, company, and contact information so that you can follow up with the person holding your resume."
  
  I apologize for the misunderstanding if you felt you were getting networked to HR departments, but that is not part of our service nor is it how it's marketed.”
  
  She has not replied to that message to date.
  
  We made multiple attempts to make this client happy and also provided clear details around the resume distribution service on three separate occasions in three different mediums (phone, written, and via welcome packet). The information was also readily available and accessible via our website. Nowhere do we mention that it is a service for connecting with hiring managers.
  
  Additionally, this client is upset because the team member that worked with her takes on clients on the side as part of her own separate business. I explained to the client that we do not forbid our team members from accepting clients on their own. We also do not price match because our services are unique and proprietary and the members of our team are not allowed to use our processes and procedures with their own clients. So therefore, we should not have to discount our services to accommodate the pricing of another service provider. The client did receive the services that she paid for in full and states that she was happy with the services she received from her writer.
  
  This client has also left us multiple negative reviews on several different platforms in an attempt to damage our positive reputation in the industry even through we’ve attempted multiple times to ensure she was happy and she herself stated in an email received on 5/24/2021 she was happy with the services that she received. It has been a year since she hired our services and she is still leaving negative reviews of our services on the internet.
  
  We’ve tried hard to treat this client the way we would want to be treated but unfortunately, this is a situation where this client will not be satisfied.

  Business response

  02/16/2022

  I believe this is one of those situations that cannot be resolved nor will we agree on how to best move forward. This client filed a chargeback stating the product was not received. We provided the bank with the documentation showing she received the services and approved of them as mentioned in my previous response. The bank resolved the dispute in our favor and reversed the chargeback. There is nothing more that can be done to satisfy this client or resolve this dispute. She herself stated in an email response to her writer that she was pleased with the documents she received. Now she's stating the opposite. There isn't a way to resolve that and we wish her the best in her job search and future endeavors.

  Customer response

  02/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: the company refuses to acknowledge or resolve the issue at hand. In consulting with my credit card company, they advised me to file a complaint with the BBB. They advised that there terms were to only confirm that a (any) service was received, not that the service that was purchased was received as described. Again, I paid a premium to have my resume written by the company ranked #1 on LinkedIn, and the company outsourced my job to an independent contractor. I paid a premium for the resume distribution service to have my resume sent to decision makers at my target companies, and my resume was sent to staffing agencies instead. The company's practices are misleading and other potential customers should be protected.

  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. ↩