Poor customer service!
Esteban was very unprofessional when called out for not doing what he said he would. Called me names and refused to Venmo me the credit he said he would on numerous occasions, then said he would make it a credit on my next transaction. Why would I do another transaction with a company that can’t be upfront and honest??
By Jeff R.
Response from Empiremerchantfunding· Feb 5, 2024
We hope this message finds you well. First and foremost, we appreciate your taking the time to share your concerns with us. At Empire Merchant Funding, we take customer feedback seriously as it provides valuable insights into areas where we can improve our services. We would like to address the matter you raised regarding the credit you were offered by Esteban (who is one of our most valuable members and has an impeccable track of good service and an extensive book of business with very happy clients) Our records indicate that the insurance option you selected was duly accepted by you, as documented in our system. We have taken care to ensure transparency and adherence to the choices made by our clients, and we have the documentation to support this. Regarding the credit offered to you via Venmo for a payment that was not our responsibility, we had to change our decision and offer it to you on your next transaction instead (we cannot pay for anything related to a loan on your behalf) please understand that this was extended as a gesture of goodwill. While we are not obligated to provide such credits, we believe in fostering positive relationships with our clients and demonstrating our commitment to customer satisfaction. We understand that the lending process can be intricate, and our team works diligently to facilitate a smooth experience for all our clients. In your case, there were major delays caused by you and we have all the proof of that in texts, emails and chats. It is important to note that the efficiency of our operations is crucial to the success of our business, and delays caused by customers cause major expenses to us that we are sure you are not willing to pay for. In response to your mention of potential legal action, we want to emphasize that we value open communication and collaboration. Threats of legal action are not conducive to resolving issues amicably and we are more than sure that there was nothing wrong done by Esteban or anyone in our team and your loan was closed successfully. Furthermore, we still have to work more for you about your construction draw but unfortunately due to the insults and threats you sent Esteban via chat, the sms communication was shut down for you. We do not and will never tolerate this type of actions from any client and support Esteban´s decision fully. You can still contact us toll free at +1-(888) 908-8556 We are committed to finding mutually beneficial solutions and invite you to engage in a constructive dialogue to address any outstanding concerns. We remain dedicated to serving you and all our clients with the utmost professionalism and diligence. If you have any further concerns or would like to discuss this matter in more detail, please feel free to reach out to us directly. Again, we will NOT pay the $350 for an insurance that is your responsibility, not ours but are yet willing to give you lower origination fees on your next transaction if that helps. Your satisfaction is of paramount importance to us, and we are here to assist in any way we can. Thank you for your understanding and cooperation. Sincerely, The Management Team at Empire Merchant Funding