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Theresa Bucci
Attended Marquette University
Lived in Washington, DC
57 followers|67,825 views


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Theresa Bucci is a Washington D.C. based filmmaker who specializes in production, integration and marketing strategy of online video storytelling campaigns for non-profits, foundations, associations, and other social causes.
  • Marquette University
    Broadcast and Electronic Communication, 2004 - 2007
  • University of Otago
    Film and Media, 2006 - 2007
Basic Information
Web and Video for Salsa Labs and Freelance Filmmaker
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Washington, DC - Dunedin, NZ - Milwaukee, WI
I recently had to reach out to Keller-Lowry in Denver to obtain a copy of our HOA's certificate for insurance. I have never worked with this company for other services so can not comment past my one experience but the customer service I received from the few staff I worked with was non-existent and felt borderline incompetent. I filled out the request form that an account manager sent me in late March to request a certificate. The response time was prompt, however, it was clear that my emails were not read and just answered as quickly as possible, as I had to reply with the same questions and information I had already presented in the emails previously. This frustration is annoying but I understand that people can be busy and brushed it off as I was assured that the certificate had been faxed to my mortgage company and was sent a copy via email. However, nearly one month later, I received another letter from my mortgage company stating that they had not received a certificate of insurance. After examining the copy of the certificate I received, I discovered that the account manager at Keller-Lowry had mistakenly sent last year’s certificate (which had expired prior to the request I made) instead of the current year’s certificate. I emailed the account manager right away hoping for an apology and quick fix, as people often do when they realize a mistake in fields that require good customer service. Instead, the account manager, did not return my email quickly. When she did, she clearly hadn’t read my email explaining that the wrong certificate was sent by mistake and just gave me the generic “please fill out this form to receive a certificate” language. I resent her my form and once again explained what had happened. She replied that she had sent it on to her certificate department and I replied asking how long it usually takes to get back. One day later, I hadn’t heard back on how long I should be waiting so decided to call Keller Lowry to check on the status. I was directed to the certificate department where they had no requests filed for my HOA. I was then transferred by phone to the account manager. I told her that I was trying to get the status of a certificate I requested as I had requested the certificate over a month ago but was sent the wrong one. The account manager was rude, abrupt and making excuses. She asked me to once again email her a request form (even though now I had sent her the same form 2 other times on the same email chain). She said that she gets a million requests a day that she just forwards on so had no idea what I was referring to so would have to send the form again. I told her that she had already replied to me that the request had been sent along but when I talked to the certificate department they had not received it. I told her how confused and frustrated I was now getting. She said she just forwards things along to “her girl”, to which I replied “so someone else responds to your emails?” She abruptly replied, “no this was probably a mistake” (mistake 2 of my short experience mind you) while offering no apology or concern. She acted annoyed and like I was wasting her time on the phone trying to get my problem solved. Eventually she said she would personally request the form and it should take 5 minutes. I asked how long it takes to receive the form from the certificate department and she abruptly replied, I’ll get it to you in 5 minutes. It took only an hour and a second email giving them the fax information that I had sent in the original email, at least. I’ve learned that for any of my personal dealings, I will never work with Keller Lowry in Denver. Looking closer at the expired certificate, I even noticed Denver was spelled incorrectly on one of the address lines. After what I experienced with the account manager, I can’t say that I was surprised as there seems to be no attention to quality, service or detail at this company.
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Public - 7 months ago
reviewed 7 months ago
2 reviews