Berkshire Receptionists

Laureano is absolutely wonderful and offers some of the best customer service I have ever received. Always super friendly and very helpful!

Terrible Service

Terrible Service. No communication.

The people I have interacted with have been courteous.

The people I have interacted with have been courteous and helpful. Information forwarded to the correct people not always the best. Inquiries made have had good follow through.

The transition with them has been challenging.

Berkshire Receptionists had a challenging transition with the client's existing agreement. The team spent considerable administrative time addressing repetitive issues, resulting in an engagement that was below expectations. They communicated primarily through emails and messaging apps. | Highlights: Will update review should the service improve.

Our company had an existing agreement…

Our company had an existing agreement with Contact Communications, the transition has been challenging, spending considerable admin time addressing repetitive issues. Will update review should the service improve.

Decades of wonderful service

Not paging out emergencies

Not paging out emergencies, not following the contact flow chart, not responding to follow up calls with issues when contacting where the breakdown was.

Rocky transition from the prior…

Rocky transition from the prior owner/service that Berkshire took over.

Dissatisfied

Last night there were two calls about water coming into an apartment and water in the hallways. The receptionists answering the calls for the housing authority had no idea where we were located. Their lack of knowledge made the calls very ineffective, and they questioned whether it was an emergency. Both kept asking if it was Front or Helen Street and never mentioned the Lake Flower Apartments. When tenants tried to give them the address of 14 Kiwassa, they didn’t seem to think that was an accurate address. The maintenance person on call never received the call and your service ended up calling Tammy Burdt, who is no longer a staff member on call and she didn’t hear her phone. This morning around 7:15 maintenance staff did get a call but this was five hours after the water was running. Also, as a backup we have a pager and the staff member was never paged. This is unacceptable. By the time staff got here, water had run down through 3 floors. There was an issue on February 21 where Tammy was called again about a non-emergency situation. Please make sure all staff are trained and become familiar with our locations and know the following guidance and when and how to contact housing staff. 1. The Harrietstown Housing Authority has the following locations: a. Algonquin Apartments - 240 George LaPan Highway b. Lake Flower Apartments – 14 Kiwassa Road c. Helen Street Apartments – 25 Helen Street d. Front Street Apartments – 47 Front Street 2. When a call is received from tenants, it should be for emergency situations and not just because their internet is out. Below are what we consider to be acceptable reasons for calling the answering service. a. No heat b. Active water leak c. Fire/smoke (make sure to advise tenant to also call 911) d. Individual injured/dead (make sure to advise tenant to also call 911) e. Lock Out of Apartment 3. When an emergency call is received, receptionist should contact on-call maintenance staff. If no answer, staff member should be paged. We have areas where cell phones still do not work. If answering service does not get call from maintenance staff member within 15 minutes, Patrick Murphy, Executive Director, should be called at (518) 524-3050. Calls should not be made to Tammy Burdt.

Have waited 4 days for a…

Have waited 4 days for a response....then they sent me a survey to take to ask about my service.....there was NO SERVICE!

Service is great no problems

Service is great no problems. However, I do get notices several times a day and I work 7-4 Mon through Friday. I use the on call service for evenings and weekends and only sometimes if I am not able to be in the office during the day. Can I just get notices when someone calls rather than getting notices that I did not get any calls. That would be appreciated.

Been try to connect with someone in our…

Been try to connect with someone in our local office for three days and i have left messages and still not heard from anyone . i AM GOING TO CANCEL MY SERVICE. NEVER HAVE WE HAD SERVICE THIS LOUSY.!!

Director

Fraudulent billing procedures. Corporate entity dismissing executed contract with primary service provider that was purchased without notice. Lack of response by corporate entity to excessive number of phone inquiries and emails. Poor quality service overall, chronic problems with service. COMPANY CHARGES FOR TIME WHILE CLIENT IS ON HOLD!!!. Company is apparently understaffed and passes this on to customer regardless of time incoming caller is on hold.

Great Service

We've had Berkshire for years and they do a great job

We had some issues with phone calls to…

We had some issues with phone calls to the our techs/plumbers when the transition occured. It seems that the wrinkles have been fixed.

Calendar Set Up

Very helpful with the setup of our on call calendar for our techs.

Unresponsive

Unresponsive. I have been trying to get someone from the company to respond to my emails for 2 months with no response. 5 staff members are copied and not a response from one.

Decline in service

At times, customers have to leave three messages before our on-call person is dispatched. I have also sent an email to the “manager “and never got a response. It would also be helpful if you could ask for quantity when they place orders. There has definitely been a decline in service since Julie has been gone.

The price is double

The price is double, having all sorts of issues as far as what is being told to patients, how messages come through and that when you call to speak with someone about these issues, no call back. Had a meeting with them when they first took over our old service and gave them some issues and never heard back on that either.

Look for action, not just promises

Pros: - The HR people are genuinely kind and helpful - Flexible hours, fully remote | Cons: - Poor communication - Low pay - Disorganized - promises a lot and does not follow through.