wheelers club

[Setsuna_Dee]

How confident are you to sign up for a company who has:
- no existing corporate office
- no existing customer service email or telephone number
- has a poorly designed website (WheelersClubHomePage) that has a lot of dead links?
- customer service's email is dead (custservice@wheelersclub.com.ph) phone numbers are dead too (375-1988 loc.11, 374-6001 and 6002)
- when you call their local branch (here in Cebu), their first excuse is that they only have one truck to service many
- min wait time for your vehicle to be serviced is 1hr (OMG! There goes your 911 for vehicles..DOA.. tsk tsk tsk)
..and the list goes on......

The horror I've been with this company would never reach their corporate office...you could only imagine what we've been through. I was denied service because my place is nearly unreachable as what the driver described after they first came to my place to render service.

Facts:
1) our place is not unreachable in fact they were able to render service for me in the past
2) I thought this company I've signed up with would always be there to help like what they promised me before I signed up?

Now that they had my money, they're easily discarding me from getting the service I needed? If they were an ambulance for vehicles, my car could have been DOA because of them. I understand if the wait time is the issue, I really would. But if service denial is what we're talking about, then this company sucks!

If someone out there who owns this company (Wheelers Club) is concerned of their business, attend to your quality of customer service. I've been contacting your corporate office for the longest time, but all I got is a dead phone and a dead email. I was eager and expecting your corporate office to calm me down, but I got nothing.

For now, I'll give Wheelers Club a finger and 2 thumbs down.

[wolfhound]

is it ok to be a member of wheelers international club and not put the sticker on your car?

pwede kaayo!

[chunklang]

So, kumusta na man ni ang Wheelers karon mga bro ug mga sis? Nagplano mi pa-member...

[dreff168]

buhi pa man ghapon ang wheelers club...hehe

[Setsuna_Dee]

[QUOTE=Setsuna_Dee;11134353]

seems like tanan comments sa wheelers kay nindot.

Last Sep12-2011, my car wont start. I dont have any expertise with cars/trucks, but if it were a computer, I wouldnt have bothered calling for help.

Called up WC (Wheeler's Club) and said that the driver who first responded to my request in the past, complained that our area had no sufficient access. The one who answered my call wasnt the regular phone attendant, but he sounded so arrogant and hesitant to render service to me. At this very moment, I felt that they have breached the terms of their own contract.

I was shaking in anger. Called them again, but this time I decided to record the conversation. After explaining to them that our area is passable, they said that they even had one of their customer's membership revoked because of this similar issue. It was as if he was putting words into my mouth that it's better for me to just revoke my membership as well. WHAT THE... ? That's it? That's what they call customer service? What a lousy company: cutting off their customers who arent favorable to them.



I see WC and similar companies like an "ambulance" to vehicles in need. What if, God forbid, it were your mom who needed medical attention ASAP, you then called an ambulance and was told that they couldnt assist you because they couldnt get through your place. Adding insult to injury, they'd tell you might as well cut off your services with them.

If someone's reading this post right now, get some sense from this experience. It might sound as if my case is isolated, but hey, what if this would happen to you?

You might wanna try a different towing service. There's one where their main office is located in Minglanilla (South) but their boundaries of service is similar to WC. The better thing here is that they have their own car shop. Whatever the name is, it's located on the yellow pages under "Towing".

As a concerned motorists, have some time to research for other towing services and car service centers out there. You will never know when you'll be needing one.

----------------------------------------------------------------------------------------

Let it be known that I am the one who made this post. As of today (Feb 17, 2012) finally, I was able to speak with a reputable representative of Wheelers Club International.

A week ago, Wheelers Club agents did one of their regular routine of checking with their customers whose contract are about to expire and remind them about renewing their contracts or not. I was being sent a text message and was asked if I would like to renew my contract with them. After the negative experience I encountered with them, I threw them back a question: "After the bad experience we had last year, would you allow me to renew my contract with you?" Then, no answer. Maybe the one who sent that message wanted more time to think about their correct answer.

Once and for all, I wanted this issue to be closed. So I made a call and this time, I verbally threw them the same question I once asked them on the text message. And then again, they told me they will bring it up to their management to have my case reviewed. The call ended peacefully. But my mind was wondering why in the first place would they have to make a review on my case? That's already one pain point caused, enough for me to decide to back off. But not just yet. I'll give them at least one more shot.

I allowed 2 days to pass before I decided to call. And today, I did. Fortunately, I spoke with their Operations Manager who came all the way from Manila to resolve current issues their regional branch is having. Fortunately again, my issue was one of the problems she's currently wanting to take by her own hands. To make the long story short, I told her exactly what happened and what my sentiments were during that incident. Like what most of the good managers do, she made sure that I understand how sorry they are for the bad experience I went through in the past. She also made sure that if it's still within my intentions of renewing my contract with them, they will be providing a better service in the future.

Unlike what most customers do who is experiencing inconvenience from a certain company, I did NOT demand for anything. I did NOT ask for that certain individual whom I spoke with to be penalized. I did NOT ask for special treatment. All I asked was for them to learn from the experience we had. Also asked for that individual NOT to be relieved from serving their company so that would be given the chance to learn and do better next time. I explained to them the reason of my leniency. I've been a member of their service since 2005 (or maybe earlier than that) if I will count all the times they've came to my aid, all of them were excellent, except for the last one. If I had to weigh the gravity of the situation of that inconvenience I had last year, it would be unfair if I made it as basis of discontinuing my membership with them.

I was able to get their Operations Mangers' email address. Told her I would send her the recorded audio conversation and the written transcript (as I was able to document everything that happened) I was also told that WCI is looking into the needs of their regional branch (Cebu) and hopefully by March2012, all their requests will be granted by their main office, such as additional towing trucks and better call handlers.

I am happy to announce that I am willing to renew my contract with them. I am really hoping that with this second chance, they will allocate a room for improvement. I will not remove my previous post, let it be a reminder to everyone what I've been through and how my issue was diffused by the proper people.

I'm wishing more power to them and expecting a good service like they've always given me throughout the years.

Issue Resolved (02/17/12 5:16 PM Cebu Time)

[JViLLe]

Na close na kuno ni sila karon.. asa kha ilang bago office? any ideas?

[ultraviewier]

Hello all, been a WC member for the past 4 years, I just remembered that WC did not call me for my renewal. I called their number but I cannot contact them. Anyone knows where they are now? Are they closed?

[wolfhound]

Hello all, been a WC member for the past 4 years, I just remembered that WC did not call me for my renewal. I called their number but I cannot contact them. Anyone knows where they are now? Are they closed?

yes closed already.

[ultraviewier]

yes closed already.

oh my gulay! unsay maayu makasuggest ninyo nga same sa service nga gi offer sa wheelers? thnx

[Marc13]

Nag close na ni cla .. Pero wa nag pahibaw sa ilang mga member na mag close cla all numbers nila kay dead except sa manila ... Disappointed kaau mi kay after mi nag renew pila lang ka months way nay balita