After conducting shops for them for 3 years, I recently terminated my relationship with them. I had been waiting on a payment for a shop completed in mid-February. Slightly over 2 months later, I emailed them about the status. When that went unanswered, I called them and was told someone would return my call. After several attempts to reach them via email or phone, I finally received a phone call from someone this week (3 months after shop completion) telling me that they were denying payment because the shop was not completed correctly. I completed this same shop numerous times so why this one (which was bonus-ed by the way) was not correct, struck me as puzzling.
No one contacted me to get clarification, ask me any questions, etc. When I tried to return the team member's call to discuss the shop, I was told she was out of the office and that someone else would call me back. Two days later, the original team member called me and said she saw that I had called but wondered why since she left me a message telling me that they were not going to pay for the shop. She was very abrupt and unfriendly as several team members that I encountered there have been.
At that point, it wasn't that they weren't paying for the shop, it was the experience of trying to engage with them that made my decision to terminate my relationship with them. Even when I told the team member that I wanted to terminate my account with them and explained why, she exhibited no concern about this. I followed up myself the next day and sent an email to Maritz asking them to terminate my account and explaining why, specifically mentioning that this was not a direct result of the non-payment. I did receive an email the next day confirming the termination of my account but nothing more.
How sad that a company focused on the customer experience provides such a very poor one themselves!