ComplaintsforCountermeasures, Inc.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This business if you want to call it that, is supposed to be open so people with drug and alcohol problems can seek treatment! I need 75 hours of counseling and have not been able to even get a third of it finished due to the lack of employees and shutting down of the classes! Many times I have arrived early to Countermeasures on the designated night and time for class and no one shows up! When you call the Bloomington phone number it is transferred to the Peoria location where the lady in charge of 3 locations answers rudely and is not helpful! She just says class is cancelled due to no teacher! I have had 4 different persons attempting to hold a class! Many were stand-ins and probably not certified or qualified to hold the class, especially with it pertaining to State required courses and confidential information! There are posted days for classes and I’ve shown up many times to finish my court required hours with no avail! The last counselor was sober but stole money and records of many of the persons that had finished classes at this location! I have definitely attempted and have been to class enough time to have finished in the past 2 years! I need help to have someone expedite my commencement of my classes so I can get off probation and close my case!

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been attempting to get a copy of an updated evaluation from November 2018 that I need I order to get my license. I went into the office in August was told she would find it and call me back. I received no callback. I called and left several messages no callback. I went in again was told the same thing and went through the process again. I went in again in October was told I couldn't just walk in I had to call. I explained I've called numerous times an no callback. She said call in a hour, I did. I explained again what I needed she said she'd look fir it and hung up on me. I then contacted my lawyer, signed a release of information which was faxed to the office. Jp law office has received no response as well. I then called the Peoria office. The staff was very friendly and polite. They transferred me to *** who set an appointment for November 22nd but failed to tell me that I needed to bring someone In with me. When I explained I wasnt made aware of that I asked to just pay for a copy of the old evaluation. Even though we had a hour time slot set for 12pm she told me she did not have time to make a copy. I am seeking a copy of an evaluation required by the state to seek my license. 3 months of waiting is beyond unreasonable. Her treatment of customers is highly inappropriate and uncalled for. I have been polite and respectful in all conversations with this employee ***. All other employees have been nothing but courteous in all aspects.

  Business response

  11/22/2021

  Mr. ****** came into the Bloomington location to receive a copy of evaluation, at the time he spoke with a new counselor (*******) and was unaware of the procedures for providing copies.   She called me in our Peoria location and give me the information pertaining to their conversation. I spoke with Mr. ****** did say he needed a copy of evaluation, i asked "Are you trying to gain Driving Relief from the Secretary of State", he replied "yes."  I told him he would need an Update Evaluation and obtained the information to retrieve his file when I came back to the Bloomington Office. I had ****** (Secretary) schedule an Update Evaluation for 11/22/2021 at 12:00 p.m. which was also documented in our appointment book.  Mr. ****** came in the Bloomington location at 11:50 a.m. while I was finishing up my 11:00 a.m., which I was running behind.  I give him the documents to be filled out and asked him "where is your significant other and current 30 day driving abstract" (to corroborate current lifestyle).  He said "No one told me i needed that.'  i said "I have your previous Update you completed on 11/27/2018 with our office."  He became angry and said how do you run a business and not know what you're doing.  I asked the counselor to shut the door due to having another client in my office and didn't want him to witness Mr. ******** tirade.  I never said anything else to Mr. ****** continued with appointment.  I spoke with ****** and she stated she told him what was needed for the appointment.  I also had ****** call Mr. ****** to apologize for the confusion and he blamed me for the confusion.  I completed an over the phone Update with Mr. ****** at no cost around 2:15 p.m. I had ******* ask him the questions I was reading out loud and could hear a woman's voice in the backgound while he was engaged in a conversation with us.  Mr. ****** apologized for for being disruptive and rude behavior, he will pick up Update Evaluation on 11/23/2021.

  Customer response

  11/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do dispute her narrative but I do appreciate the very timely resolution on her part.

*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. ↩