PoundTeam Incorporated reserves the right to charge a minimum $100 fee if any client is found to have verbally abused a PoundTeam Incorporated Employee. Our intent is to remind those who do business with us that acting in a business-like manner is appreciated while descending into abusive behavior will not be tolerated. Our truly engaged and talented solution artists are our best asset and we treat them as such. If a client believes that they have not received our solution artist’s best efforts, please let management know in writing (preferably in an email) so we may investigate the situation and find a resolution.

This fee is easily avoided easily avoided by maintaining a professional demeanor during any phone conversations with our staff.

Example situations that do not qualify as “complaint-worthy”:

  • Our employee refuses to perform work for someone from your company who has not been authorized to spend money on your account.
  • Our employee refuses to discuss your account or admit that you have an account to someone who is not authorized to spend money on your account.
  • Our employee refuses to upgrade your project to emergency without charging you for Emergency.
  • Our employee refuses to stay on the phone with you when you do not have money on your account and/or have not sent in a request for Emergency service in writing and from an authorized user on your account before Emergency service is expected to begin. Note that this also includes you calling in before your scheduled emergency work if we do not have an immediate appointment available.

These are merely examples, there are many more (just as there are at any business). While we state clearly that these specific items are not “complaint-worthy”, we also assert that none of them is grounds for verbal abuse of one of our employees. This is the basis for our fee.

What do we do with this fee? We give it directly to the employee. We believe this to be the best way to resolve the stressful situation created by an abuser.

While we have not yet charged a single client this fee, we reserve the right to do so at our discretion.

We reserve the right to charge this fee again in the future at our sole discretion.