Teletracker, Inc

Review: In early 2009 we had many service issues with teletracker as well as problems getting our database from them. We filed a Revdex.com complaint in early 2009 and got a satisfactory response to both issues. However to date teletracker has not yet lived up to it's promise to send us our customer database. We have made multiple attempts via email and phone to contact Mr. [redacted] as well as Mr. [redacted] but they have all been unanswered. We finally cancelled service at the end on 2012 but they claim to not have gotten our emails. They have since sent our account to a collection agency.

Below is response from Teletracker from Feburary 2009.

Our Customer ID was [redacted]

Sent: Tuesday, February 09, 2010 4:10 PM

Subject: Revdex.com complaint

Greetings :

I received a complaint filed with the Revdex.com regarding some concerns you have. We take great pride in and maintain focus on being a company that is responsive to our clients. It is disheartening to learn that you felt it necessary to go to the Revdex.com to resolve these issues. Clearly we have failed in being responsive in this case and for that I apologize.

As an application service provider, we are tasked with being the stewards for a lot of sensitive information. Social security numbers are clearly one of the most sensitive pieces of data that we host and therefore it is our policy not to send this information out to anyone including the customer. It is a very unusual request and you are the only person out of 4000 locations and 10 years that has requested it. I am willing to make an exception to this policy. In the end, it is your data. Might I ask what you intend to use this information for?

We have had some trouble with server loads over the past 6 weeks or so. Unfortunately this is not something I can throw hardware at or I would have done it already. The only solution was to rewrite some of the most resource intensive SQL queries and tune them for performance. Some of the programmers I had in the past were of the mindset that if it delivered the correct results it was done. I have since made it very clear that performance can never be an afterthought. We have completely rewritten 6 of the most server torturing reports as well a few other areas of the application that submitted inefficient queries. That build is in QA now and we expect to start delivering it next week. We have seen performance gains in the 90% range for many of them and are all excited to get them deployed. You should see a significant improvement in response times and availability as this update is deployed.

I apologize for any inconvenience you may have experienced recently and can assure you that it is an ‘all hands on deck’ project here. We are all working very long hours to get this done as quickly as possible without taking unreasonable risks.

Please feel free to contact me directly should you have any problems in the future and know that I very much appreciate your business. I would also like to hear from you after this update is deployed to let me know if you see a significant improvement.

I have directed accounting to credit your account for a full month of service (March) for your inconvenience. Please contact [redacted] to orchestrate getting a copy of the data you need if you have not already received it.

We work hard to maintain our reputation and until this complaint have had a spotless Revdex.com record. If these resolutions are satisfactory to you I would very much appreciate it if you could rescind the complaint.

Best Regards,

[redacted]Desired Settlement: We would like our account removed from collections, and we would like to get our database as we were promised in 2009.