Lexington Law Firm

Discussion in 'Credit Talk' started by Hal, Jul 23, 2001.

  1. Hal

    Hal Well-Known Member

    After firing Junum, due to my concerns over the recent posts here I was investigating Lexington's Eclient service via their website.

    I found what I considered a Major discrepancy in the initial screen with the "condensed" client agreement and the "longer version" of the agreement:

    Initial Screen Item #3: "You may correspond with the firm by email or telephone as much as you
    wish at no charge."

    Longer Version: "Through the eClient retainer, the client understands that he or she may
    communicate on an unlimted basis with the Firm via email. Any telephone communication with the Firm will result in a $50.00 per hour surcharge that
    will be billed against the client's bank account or credit card indicated for retainer fees within this agreement."

    When I emailed to inquire on this discrepancy I received the following reply:

    "We did notice, the phones calls don't cost anymore but they used to, we haven't had time to change it because we fired our web masters."

    I just found it interesting that a company that has a large number of eclients did not have anyone with enough knowledge of html to change one line - my teenage son could do this. If eclient is an important service to them, would they not want to consider hiring a new webmaster before firing all the old ones.

    I also thought the reply was very basic and not very reassuring.
  2. jason

    jason Well-Known Member

    I work with Lexington and I think the Client Advocate who wrote this is talking out of his/her ear.

    Lexington has many web designers and html coders on retainer and can have work done anytime.

    It was just an oversight. In practice, you'll find that Lexington has about the best client support (by phone) that you've ever experienced.
  3. Donna

    Donna Well-Known Member


    There are several Lexington supporters here, I know, but my seven-month experience with them was definitely not positive. Sometimes a couple weeks would go by before Emails were finally answered and, on more than one occasion, faxes I sent were either lost or misplaced.

    During the time Lexington was allegedly working for m, I never received any contact from the credit bureaus; thus there were no deletions on my reports.

    Posters here have said that Lexington has improved and I sincerely hope that's the case. Honestly, though, I can't recommend them.

  4. DaveLV

    DaveLV Well-Known Member

    I can. Other than the goofy thing with the CRAs deleting my car loan rather than removing the 1 30 day late I've had no problems.
  5. chriscraft

    chriscraft Well-Known Member

    To Jason - Lexington Law Firm

    Jason, would you mind sending me your email address? I am a former client and have some questions regarding Lexington's services. My email address is jvd@cwo.com. Thanks.
  6. Hal

    Hal Well-Known Member


    Oversights, like this, and a representative that does not know what he/she is talking about and makes it up, concerns me greatly. I work in customer service, primarily internet based and have worked for several companies over the past few years. At every company I have worked for it has always been a requirement for internet representatives, to be experienced, informed, and of a high caliber to be placed in the position, as email and chat are very different mediums of communication and require a higher skill in dealing with customers than telephone contact. The primary reason being that you cannot directly interact with the customer in the case of email, nor can you guage their level of frustration or concern as you can with a telephone call.

    I consider the oversight, signifigant, as the chance of being held responsible for a $50.00 per hour phone charge opens the possibility of signifigant charges. If I enroll as a client I fully expect attention to detail in all aspects of the business, and this oversight on the webpage, as well as a misinformed representative give me reason to shy away.

    Additionally, when I previously investigated Lexington, I had concerns that the examples of credit reports showing as results on the website under recent list of deletions in the results section have not been updated since November of 1998. I inquired on this and was informed they would be updated shortly. This was in December of 2000.

    I, as many, prefer to do much of my business by email and on the internet. I expect competent, knowledgeable customer service representatives to handle my account with attention to detail and by providing correct answers. A simple response such as "I am not sure, please allow me to research that and get back to you with an answer" would have sufficed. To find out that the representative simply did not know the answer is not very reassuring.

    I would appreciate it if you could email me so I can discuss some of the other concerns I have before I enroll. My email is leet60@hotmail.com.
  7. supershawn

    supershawn Well-Known Member

    I try not to say too many negative things but I recently quit Lex after they deleted THREE positive accounts - they were just disputing everything...EVEN POITIVE CURRENT ACCOUNTS.

    Also, they promise a refund if you are not satisfied but they start ignoring you the minute you ask for it.

    I know some people here have had good luck, but my two cents is to do it yourself...find the time...it helps build the discipline you will need to 'exercise your new good credit'!

  8. PsychDoc

    PsychDoc Well-Known Member

    I've been a very satisfied Lexington customer... just my 2 cents.

  9. jason

    jason Well-Known Member


    I, too, consider it a serious issue (I've been shaking the trees this morning figuring out who sent you that email.)

    First, I don't think that you received that from a Client Advocate (Lex's client case management folks - who are very, very good.) I think you got that from an email-answer person. The email folks get thousands and thousands of questions. They aren't quite as well trained as the Client Advocates, but they're still pretty good (oddly, my own mother is one of man email answerers from her home office.)

    This mistake on the website is the kind of thing that floats out there until someone points it out. We're in the process of making the text change, per your notice.

    With regards to the before and after credit reports: Lexington doesn't keep client credit reports anymore - they're totally digital. I don't know how they would create new ones. However, I don't think anyone should take the fact that the before and afters are old to mean that Lexington suddenly stopped getting deletions somewhere between then and now. Lexington gets as many, if not more, deletions than it ever did. I go in and paw through the incoming mail, myself, every month or two, looking for deletion reports, and the results they're getting continue to astound me.

    The website you saw IS in redesign at the moment. Lots of new stuff will be added when it's complete.

    Thanks for the feedback and the patience.
  10. Hal

    Hal Well-Known Member


    If you will email me your contact address at leet60@hotmail.com; I will be happy to send you a copy of the email response I received.
  11. chriscraft

    chriscraft Well-Known Member

    To Jason

    Jason, if you don't mind, can you please give me your email address so I can discuss with you some questions and issues I have with Lexington. I'd appreciate it!
  12. IncomeHelp

    IncomeHelp Well-Known Member

    Re: To Jason

    Even though the website messages conflict. Several email's I've received this year say
    "Remember: Now you can call in for Free. We are waiving all the phone fees associated with
    your case." in the message.

    Remember, no company is perfect. If you want perfection do it yourself. If you still don't get perfection at least you can "take yourself out back" and fight it out.

    Thats my 2 ¢. Take your change if you want it.

  13. Hal

    Hal Well-Known Member

    Re: To Jason

    I don't disagree with that John. My concern was, that as the charge was indicated as part of the agreement, it could have been considered enforceable.

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