Heritage going downhill...

This is a sad day for me. 

The one book I always recommended and believed was on the up and up just disrespected me over something so stupid and trivial (casino rebate if you're wondering).

And the worst part is, the customer service "supervisor" could have simply talked to me calmly and respectfully and not lost my business, even though he was clearly not following their basic policy clearly printed on the website. His name was Gerry and he claimed that there was no one over his head in that department. AND I SURE HOPE THAT ISN'T TRUE GIVEN HIS SHORT TEMPER AND POOR GRAMMAR AT TIMES.  That's why I left 5 dimes a little over a year ago.

I know all the rants on here about poor customer service and rude employees usually stem from a customer calling up and yelling at the employee.  Well, of course that isn't going to get you anywhere.  But I can assure you that was not the case here.  I never lost my temper, even when I was explaining to him that I would never deposit at heritage again unless he connected me with someone who would actually listen to my side of the story, I was calm and respectful.  I never mentioned the amount of money they would be losing, and I never pulled the "I'm charging back my credit card deposits" card either.

Anyways, I wish I had this guys address (his extension is 2020 by the way).  My casino host at Caesars is going to want to send him a present.  They are going to get all of my business from now on.

I know the options out there are getting pretty slim for US players, but hopefully the new US legislation gets moving. Because, if heritage is (was) the best there is in online gaming, things have definitely gotten to a sad state of affairs.

ask to speak with Mike...Jimmy Or John.

what happened?

elaborate on what you wanted and didnt receive for this rebate

In most cases questions regarding rebates, exceptions, or anything other than the very basic customer service issues have to be referred to an account rep. bbm123 mentioned them. John and Mike can make things happen and get you answers. I actually have never talked to Gerry so can't say if this person was having a very bad day or they are always an egotistical idiot. Please don't let the one experience determine that you won't do business with them. Call and ask for your rep or John and tell them about it and I am sure they will handle that person and your situation.

I am still playing with heritage on a limited basis, mainly because I will be getting over $1k in the cash back promotion at the end of the month.

To clarify for those that asked.  The casino rebate is supposed to be 8% of you losses (cash) at the end of the month.  Well for a few months I noticed it was a little short, but nothing major. Then last month it was (sadly for me) about $200 short.

When I got the "manager" on the phone, he told me that several games no longer counted (including pai gow which I play a lot), that bonus bets weren't credited (which is ridiculous given they have the largest house advantage) and that any bonuses (deposit or otherwise) credited to my account where deducted from the losses.  The last one I could understand IF they stated this on their terms for the rebate, but they don't.  So really it shouldn't matter as I'm free to wager those freebies (clearly listed on their terms as CASH equivalents with an 8 times rollover).

But regardless, the point I'm making is that they are starting to show the tell tale signs of either weaker upper management or delegating too many important tasks (and valuable players) to being handled by outsourced help.  This is the same thing that happened to 5dimes about a year and a half ago and their customer service is a joke now.

If I speak to them again I will ask for the managers you guys mentioned, but again, I asked to speak to ANYONE else who had the authority to handle this situation and was told he was it.  More likely I will just withdraw my money after the first of the month and wait for them to notice that they lost a player wagering an average of 6 figures a quarter.

By the way, here is the wording on the casino rebate right from their website.  I guess they could mean that pai gow does not count at all based on their first * statement, but interpreted literally stating that something does not count towards "rebate requirements" does not mean that it is not calculated in the rebate at all.  Maybe someone who doesn't understand the english language wrote the page?

Also, they state not once but twice that the rebate is calculated on net casino losses.  Anyone who has ever taken a single business class knows that net losses are money won - money lost in the casino.  That is as clear of a statement as you could possibly make.

8% Cash Back Casino Rebate

Get 8% Cash Back on net casino losses, paid to your account automatically on the first of each month with a 4x rollover.

* Craps, Roulette, Pai Gow Poker, Baccarat do NOT count towards rebate requirements.

* Rebates are not awarded if the amount calculated is $20 or less. Maximum rebate is $2,000.

* Heritage Sports reserves the right to cancel any players rebates if we discover abuse of our rebate program.

* Casino Bonus will apply to net losses based on casino activity during a calendar month.

Sorry man, but your wrong in this instance.  I had already been on the phone with a low level support person for about 10 minutes and this "top level manager" for over 15 minutes before I said anything of the kind. 

He kept coming back to me with statements like "you can talk to whoever you want but it won't change anything" and "this is it, there's nothing else for you to do".

Then I finally responded very politely saying they would lose my business if this was how they were going to handle someone who was a huge player and played exclusively with heritage online. I don't think it's uncalled for or a threat for a customer to state that if this is how a situation is going to be handled they will be losing my business.  It's my business to give. LOL

He made no effort to do ANYTHING to appease my displeasure with the way they were handling this, and was very rude at several points while I was still simply trying to get him to explain why he was quoting "rules" that weren't stated anywhere on their website under the heritage rules or heritage perks sections.

Oh, and if you read my post carefully.  I had already asked to speak to my account manager, and then after getting this gentleman asked not once but twice to speak to his manager and was told that he WAS the head of the department.  He would not transfer me to anyone else!

Heritage is my top book in the stable I play with followed by a distant second BetDSI.

Hate to think that they are stooping to the level of 5Dimes. Maybe this is an isolated incident.

They are overrated and have never lived up to the hefty standards of BetJamaica.

Rarely have an issue, and lots of markets. One of my top 3

first your right with gerry ,,a hole!     2nd the guys are right on john ,,up and up guy ,no bullshit.      and finally the great 30 .you are so on with bet jam!  no body better then betjam!