Vancouver, Canada
411 Dunsmuir St #400
N/A
+16046425200
This company has no comprehensive process to address pension questions. Customer service agent lacks subject knowledge. Cannot answer any questions. Standard answer, “I’ll check with our analysis and get back to you.” Which never happens. Numerous delays and mistakes have been made with no accountability. It has been 7 months of going in circles trying to get my pension estimates. They are best at passing the buck.
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I'm genuinely surprised they are allowed to operate in this field with people who need help and structure. I've had Morneau Shepell as a EAP with my company for 5 years. In that time they've lost my request, I've had councillors no show, thought it would be a good idea if I read the bible, sat through an entire consultation session only to be told that next time I'll have to do it again because they are leaving their practice. This most recent time, nearly two months ago i reached out again hoping this time it would be a better experience, after a month I get a call from a clinic in Aldergrove, no where near where I live. I specifically asked for in person before the second lock-down in BC. When i called back they had no details of this request. Nearly a month later I get a text from a clinic in TORONTO. This organization WILL botch your intake This organization WILL fail to communicate their capabilities based on your needs This organization WILL fail to screen and hold practitioners on their network to a high standard. They are irresponsible at best and dangerous at worst. 1/5 rating is charity. If you can afford to pay for counselling even if it means you can't afford to buy meat or snacks that pay period. Do it. I called another service and was paired up within 3 days.
I tried to use their EAP service a few weeks ago because I was in crisis. They never got back to me so no one was there to talk me down from a serious mental health problem. I had to call them back a few days later after seeking help elsewhere and not sleeping for 2 days. When I called to complain that their lack of service in crisis situations is life or death, they just said \I'm sorry you experienced bad service\. Yeah so if your company uses them for short term counselling or crisis prevention, I would stick to government funded programs like 1-800-SUICIDE.
When I tried to contact them to talk about connection issues regarding my upcoming sessions I was hung up on. The people working the phone have no idea what they're doing. Asked my for my name like five times and then was extremely condescending when I asked her to repeat a question.
Online services are poorly made and glitchy. Phone service is down today. They typed my number in wrong so I missed my counsellor appointment, which was booked for 2.5 week after I needed it, and then because they messed up my phone number, I had to rebook, which took 45 minutes, and is now for another two weeks from now. Avoid this EAP at all costs.
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