My One-Star Google Review
Recently, I got a gold star. Back in the day, a single gold star was an accomplishment. My third-grade teacher would affix one on some art project or spelling assignment, and I was happy as a dog with two tails. Things are different now. The bar has been raised. Now, it’s five stars. Receiving a one-star review now is like getting only kale for dinner – not good. Not even for me, a recent convert to the “joy” of vegan eating. Nowadays, too many one or even two-star reviews, and potential clients will just skip over your website link and choose to contact someone else (maybe even someone who pays Google to “pop up” when my name is typed in the search bar -- gross).
But here’s the thing: It was a bogus review.
When I first saw the single star Google review, I felt sick. My firm and I take our reputation very seriously. We pride ourselves on doing the best job we can for catastrophically injured victims of medical negligence, and we would stack up our reputation for zealous and empathetic representation with any firm out there.
As I read the review further, I saw that it claimed all sorts of un-true (dare I say fake?!) things. The main complaint of the reviewer, who identified herself only as “S.K.,” was that we pulled a version of the old “bait and switch” on them. Specifically, the review stated that we agreed on the phone to a $1,500 retainer, but then we sent a written fee agreement calling for a $2,500 retainer. A “retainer” is money a law firm takes from a client before beginning work on the client’s case. As the lawyer works on the case, the lawyer deducts from the retainer the amount of money the attorney “earns” as a fee. When the retainer is “used up,” the lawyer requests additional money to keep working on the case.
Here’s the thing, though. We don’t use retainers! We never have. Not ever. So, both the claim that we asked for a retainer, and the claim that we switched the amount of the retainer were demonstrably NOT TRUE.
We do not take any money from clients before completing their case. We work 100% of the time on a contingency basis. That means we only get paid when we settle your case or collect on a jury verdict in your favor. You pay nothing until we win. Zip, zero, zilch, nada. NOTHING until we win. And then, we get paid from the proceeds of the lawsuit, not out of your pocket.
We love working on a contingency fee arrangement. This type of arrangement aligns our financial interests with our clients’ interests. The better the result for you, the better the result for us. At The Eisen Law Firm, we go one step further, by taking on all the expenses of your case. That means you literally pay nothing until we win. We finance your entire case, and the medical malpractice cases we handle can get pretty pricey. In fact, in some cases we spend well in excess of $100,000. We don’t expect you to pay a dime (or a nickel, or even a penny), to help with your case. As the victim of a recent medical error, you have enough to worry about – we’ll handle this aspect of the case.
We handle catastrophic medical malpractice, birth injury, and wrongful death cases only. We are a small but mighty boutique law firm. We only have about 8-10 active cases in the office at any one time. Our cases can sometimes take a couple years to complete, so we get to know our clients, their families, and even sometimes, their friends. We don’t have a client with the initials “S K”. And the story of the “bait and switch retainer” was absolutely bullshit. (Can I say “bullshit”? I guess so. It’s my firm.)
Fortunately, the one-star review is now gone. We were so upset with the review and hurt by the attack on our reputation that we launched an immediate investigation. It turns out the reviewer made a mistake. She apparently interacted with a probate law firm in Ontario, Canada, with a name very similar to ours. When we tracked down “S.K.,” she apologized profusely, and together we worked with Google (and another review service S.K. also used that we never even heard of!) to remove the review and restore our reputation.
As of the date of this publication, we have 21 legitimate reviews. All are five-star reviews. We can link each one with a case that was recently resolved. And, since we do not handle many cases in a year, each one really matters to us. We are grateful to our (real) clients who took the time to share their thoughts about our reputation.
We are a five-star law firm that puts a five-star effort into every case, and no bogus review will change that! If you are in need of our legal services, we can help you today. Give us a call at (216) 687-0900 or contact us online today.