Gecco Marketing — poor customer service
My husband and I purchased a 5 day vacation through Gecco Marketing in 2011. I, Briley Leveronne had been in contact with Lauren, in the Wellington, Fl office several times. She told me she would forward our confirmation via email. I contacted Lauren 4 times over the course of three weeks because we did not receive that confirmation. On August 22nd, 2012 we received an email that contained confirmation dates of March 2012. (Our trip is for November 2012) I called the office back and explained I was getting frustrated because this was my 5th call. I explained that I had been very patient and understanding but that this was not a great first impression on the company. Lauren became very defensive and said I needed to re-check my email. She said, "Well this is the 5th time we have had to deal with you." She implied that I just couldn't read the dates correctly. I felt very insulted and asked kindly if she could please forward me the email again. She then began talking over me, interrupting me and not letting me explain what I was seeing in the email. Her volume became escalated and then I was hung up on. I called the office back and was sent straight to voicemail. I left a message on the machine asking if a manager could please call me back. I have not received a call from a manager apologizing or inquiring as to what I needed or could be helped with.
I do not think this type of behavior was acceptable. There seems to be no 'manager' at this office. I have only ever spoken with Lauren. This company helps set up time share vacations. Lauren's poor customer service is our only impression of this company. My husband and I are looking into the possibility of purchasing a time share. I am afraid if this situation is not rectified and handled correctly, we are going to cancel the reservation, and two potential life time customers will be lost.
I was very patient and understanding the first 4 times I had to contact the office. I want to believe that this company does not accept the behavior in which Lauren demonstrated. I feel it is in poor taste to resort to your customers as having to be 'dealt with', to be interrupted countless times, and ultimately be hung up on. There was no patience to explain why we are seeing two different emails, no apology, and no return phone call from management.
I hope this company can make this situation right.