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Telmate, LLC

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Reviews Telmate, LLC

Telmate, LLC Reviews (151)

Telmate and [redacted] are services provided to inmates, and for their friends and family to contact them However, their fees are capricious, and arbitrary As may be expected, the inmate is required to have funds on their account to contact you -- but -- the outside party also has to have funds on an account of their own to contact the inmate Telmate requires you to make deposits into both accounts -- separately, charging a ridiculous fee in the process - to make the minimum deposit of $into each account, requires two deposits, each with a $fee added And then, fees are assessed for each service, (like cents for a character email) Adding arbitrary and exorbitant fees on top of an already difficult time adds hardship, and precludes the very thing that brings restoration that we hope for -- togetherness and community

July 1, Revdex.com, Inc [redacted] RE: [redacted] Dear Revdex.com, This is in response to your letter dated June 30, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer’s complaint and detailed below [redacted] complaint that the inmate is not informed about deposits or messages and wants a refundWhenever a deposit is made a voice mail is automatically sent to the inmate’s account letting them know that they have funds added to their account or if a phone number has funds for them to callIt is up to the inmate to check these messagesThis is done by picking up the phone in their unit or pod, putting in their pin code and listening to the messageFor text messages they need to log into the kiosk/tablet depending on facility, again using their pin number to see if there are any text messages When a person is first incarcerated into the jail they are informed on how to use the services, it is posted on the phone or wall by the phone, in addition to a paper that is given to the incarceratedThe jail staff do not inform incarcerated individual to check to see if they have messages, this is up to the incarcerated individual I show that the person who is incarcerated has gotten the voice mails, and listen to voice mails sent by [redacted] as shown belowThe second date from the left shows when the inmate listened to the voice mail the first date is when it was sent/funds added On [redacted] s phone account she has used most of the funds receiving phone calls from the incarcerated individual so there is very little funds left to use or refund In order for the incarcerated to see any photos, [redacted] needs to be web friendIn order to do this the incarcerated needs to send her an email invite, which she will need to accept in order to share photos We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairlyIn the faith of goodwill we have refunded the text messages (x .25), as they have not been read back to her phone account for a total of $ Please feel free to contact me at [redacted] if you have any questions or need additional information Best regards, [redacted] Reporting; Offline/Issue Resolution SpecSupervisor

The visitations are never a full minutes So far this month they have $is missed time taken off visits Not to mention missed visit they would not refund since their kiosk was down and no guard would go verify it They consistently pass the buck to others and their tech support cannot offer any answers because the are script readers, with no ability to troubleshoot

Revdex.com:After sending in my complaint I did realize I made a mistake and I apologize to the Revdex.com for wasting your time and to telmates I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I understand new hires may not have all info and I appreciate the refund. I only wish the company had a way to maybe inform people upon signing up that this is the case. Kind of like a thing that will popup during initial signup. I would have transferred the funds immediately upon my friend being moved to the state mental hospital. The reason for the inactivity is because I was told she was only going to be going to the hospital for a short time and then was going to be sent back to the jail, which ended up not being the case. I accept this resolution and feel I am more informed on how the app/phone communications work for the future if/when she is sent back. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ September 4, Revdex.com, Inc Broadway Suite Oakland CA XXXXX RE: ID XXXXXXXX [redacted] Dear Revdex.com, This is in response to your letter dated August 19th, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below We need more information in order to research the complaint Please provide dates deposits were made Please also provide the last four numbers of the credit card used We need the inmates name you have added funds to or phone number accounts Our cancellation policy: Either you or Telmate may terminate or cancel your account at any timeYou may be entitled to a refund for any prepaid amountsThis refund will be returned to you in the form of it's original payment method, or as Prepaid minutesCertain fees may be assessed for refunds made by checkOther than to receive a return of refundable prepayments, cancellation is your sole remedy with respect to any dispute with TelmateThis includes, but is not limited to, any dispute regarding the Telmate Services, Telmate's policies and practices, your ability to access the Telmate Services, and any matters relating to billing If a balance remaining is more than dollars we will refund back to credit card/ check form with a dollar processing fee deduction We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information Best regards, [redacted] Supervisor Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No where in these receipts below is the cancellation policy mentioned No where is the $minimum mentioned No where is the role of the Sheriff mentionedJust where does the money go that is not reclaimed? The inmate was/is [redacted] *** Getting Out Thank you for making a deposit with Telmate Below is a receipt of transaction #XXXXXXXXXXX Items $Inmate Account [redacted] XXXXXXXXXXXX Totals Amount: $ Regulatory Fees: $ Grand Total: $ Payment Summary $has been charged to card ending in [redacted] at 07:18AM PDT on 07/13/ Telmate Copyright (c) TelmateAll Rights Reserved Hello ***, Thank you for contacting Telmate Customer Service If you have a remaining balance on the account you can call and speak with our live representatives at X-XXX-XXX-XXXX and get a refundAlso if you have a card on file you can request for it to be taken off Thank you, Telmate Customer Service On Thu, Jul 23, at 8:AM, [redacted] wrote: Name [redacted] Email [redacted] @gmail.com Phone (XXX)XXX-XXXX I'd prefer to be reached by Email Subject Close account and reimburse $ Message Please reimburse the $in my accountThank you Type of Issue Refund Resident Name/Booking Number [redacted] Facility Name [redacted] IP: [redacted] Date: 07/23/ User Agent: Mozilla/(Macintosh; Intel Mac OS X 10_10_4) AppleWebKit/(KHTML, like Gecko) Version/Safari/ Referer: https://www.gettingout.com/contact-us/ Entry: [redacted] (https://www.gettingout.com/wp-admin/admin.php?page=gf_entries&view=entry&id=1&l... This email was sent from the WordPress website GettingOut.com Telmate Customer Service Telmate Email [redacted] @intelmate.com Office (XXX) XXX-XXXX / Fax (XXX) XXX-XXXX www.gettingout.com GettingOut Facebook Telmate Final Business Response / [redacted] (4000, 9, 2015/10/01) */ October 1, Revdex.com, Inc Broadway Suite Oakland CA XXXXX RE: ID XXXXXXXX [redacted] Dear Revdex.com, This is in response to your letter dated September 17th, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below In the faith of goodwill we have issued a refund total of $has been refunded to your card ending in *** Refund totals (for the processing fee and cents plus $deposit fee) We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly

Initial Business Response / [redacted] (4000, 11, 2014/10/06) */ October 5th, Revdex.com, Inc Broadway Suite Oakland CA XXXXX RE: ID XXXXXXXX [redacted] Dear Revdex.com, This is in response to your letter dated October 1st, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below You have the option to input credit card information to pay for calls when neither offender or destination number called has prepaid funds available to connect the call, this is called quick connectIn most cases these calls are more expensive than traditional prepaid funds In the call recording which customers hear before accepting a quick connect call it does state "name of inmate", an inmate from name of facility" if you accept this call your credit card ending in XXXX will be charged- press to accept the callpress for charges related You can load funds to your prepaid account online at www.gettingout.com, view your balance, and manage your account By setting a prepaid account you can select how much funds you want added and how you use them Prepaid is the most affordable option to connect with your loved one We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information Best regards, [redacted] Supervisor Initial Consumer Rebuttal / [redacted] (4200, 13, 2014/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] I am offended that you didn't even take the time to write a responseYour reply is the same cut and paste as beforeI downloaded a copy of the complaint as a whole to double check, and your response on the 25th is the same as the response on the 5thThis doesn't seem behavior I would expect from an A+ Revdex.com rated companyI thought my response warranted an explanation apart from your generic cut and paste responseYou didn't address my points, so I don't think we'll get anywhere if you just keep pasting the same generic response

Initial Business Response / [redacted] (1000, 7, 2014/03/25) */ We have researched this complaint and determined the following occurred: She booked visit on 3/1/14@20:for a remote visit on 3/1/14@21: She called and spoke with rep [redacted] on 3/1/time stamped 18:calling from XXX-XXX-XXXX in which the customer stated she booked a visit but it states the wrong time; it said the visit is for 6:pm [redacted] informed her of the timezone difference but did not inform her how to change this, he did inform her she was in [redacted] timeShe inquired about rescheduling for the correct time, she sounded like she didn't quite understand what [redacted] was saying about the timezone because it was scheduled for the right timeShe just needed to adjust her timezoneShe asked [redacted] if she could adjust the visit time in which [redacted] said she would have to cancel and rescheduleHe did inform her of the hour cancellation policyAll in all, she cancelled the visit and [redacted] did apply credit to her phone number XXX-XXX-XXXX account The credited funds were used for destination number calls She later had to make another deposit of to book a visit on 3/2/14@21:00, I think she misinterpreted the creditShe perhaps thought she would get a free visit credit when it was actually a monetary amount to her account, she may not have realized that the calls were coming through using the 'credit.' In the interset of goodwill we are sent Ms [redacted] a refund check in the amount of $

July 4, Revdex.com, Inc [redacted] RE: I [redacted] [redacted] * [redacted] Dear Revdex.com, This is in response to your letter dated July 1, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer’s complaint and detailed below The refund policy on the gettingout.com website under the FAQ’s called “Can I get a refund for my Friends and Family Accounts funds?” is posted as follows: Please call Customer Service to find out if you qualify for a refund If you no longer need the account that the refund went to, then you’ll receive the remaining Friends & Family Account balance with a secure pin You can use this pin to make local, national or international calls by dialing [redacted] and entering your pin and the number you’d like to call You cannot use this balance to continue to make deposits or communicate with active inmates who are in facilities that are not serviced by Telmate Cash refunds are available to you if your account funds meet the facility specific requirements of balance minimumsTo request a cash refund or to determine your eligibility, please contact customer servicePlease be advised that eligibility for cash refunds may expire days after initial date of depositRefund processing fees may apply In regard to refunds: The refund for this facility is -if the funds are $or more a refund will be processed back to purchaser in the means it was made minus a $processing feeIf the funds were a cash deposit then a check will be issued If less than $50.00, the remaining funds are issued in the form of a prepaid calling card which is what they purchased- phone time We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairlyIn the faith of goodwill we have refunded the $back to credit card ending in *** Please feel free to contact me at [redacted] if you have any questions or need additional information Best regards, [redacted] Reporting; Offline/Issue Resolution SpecSupervisor

Initial Business Response / [redacted] (1000, 8, 2015/06/25) */ June 23rd, Revdex.com, Inc Broadway Suite Oakland CA XXXXX RE: ID XXXXXXXX [redacted] Dear Revdex.com, This is in response to your letter dated May 29th, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below We need more information in order to research the complaint Please provide dates deposits were made/attempted Please also provide the last four numbers of the credit card used We need the inmates name you have added funds to or phone number accounts We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information Best regards, [redacted] Hext [redacted] Supervisor Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was provided no options or allowed to get a refundObviously in this amount of time the funds were used for the unspecified service Final Business Response / [redacted] (4000, 12, 2015/07/14) */ Dear Revdex.com, This is in response to your letter dated

Do I have better things to do with my time than bash Telmate for their recent poor business practice? Absolutely! Do I want to tell others to BEWARE of this non-professional company - Yes! This substandard company, run by low class supervisors in the video chat department whom won't be named but rhymes with "displeaser" will nickel and dime you every stinking time Why? Because they canThe most recent 7.50$ loss for me is a video chat in which it was scheduled for 8-8:Logged in a few minutes late but then they would not allow inmate to login until 8:They stated the visit was from 8:- 8:sure I'll pay for the minute visit but, I was on the phone with Telmate because that's one of the only avenues you can retrieve your money back is IF you are on the phone with them during chat with inmate so Telmate can fix the problemProblem fixed=NO Called again to try and resolve issue with money and refused to refund any money Learn your lesson folksI also have issues signing in with [redacted] on [redacted] always goes to a blank white screen even when the test worked fineOne can ALWAYS count on the visit being cut short 2-minutes on video chat but still charging for the full minutes

Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ July 3rd, Revdex.com, Inc Broadway Suite Oakland CA XXXXX RE: ID XXXXXXXX ***, [redacted] Dear Revdex.com, This is in response to your letter dated June 19th, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below Our accounting team verified there was a $overage that did not register to a phone account We credited your phone account (XXXXXXXXXX) on 6/29/ We noticed [redacted] has been released from [redacted] County and no funds were used We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairlyIn the faith of goodwill we have refunded the full amount of dollars in a check form to your name and address: [redacted] X XXXXX [redacted] , **You should receive the check within weeks Please feel free to contact me at [redacted] if you have any questions or need additional information Best regards, [redacted] Supervisor

Complaint: [redacted] I am rejecting this response because: You are NEITHER legitimate OR affordableOtherwise why are you KEEPING other peoples MONEY that you have NOT earned in ANY way and putting it your LOUSY phone cards?!?!?!?!?! I didnt buy phone time you thieving [redacted] I put MONEY on his account and you CRIMINALS try to word why its NOT theft and NOT your fault!!!???!?!? I dont give a [redacted] about your policy and its NOT legall anyway!!! I gave you money for sevices provided (thats a joke in and of itself), you are NOT and will NOT be providing any future services so you DONT get to keep that money by the way President and Securities commision have BOTH been alerted to your little scheme! Your ENTIRE company belongs behind bars!!! I would shoot any of my firends who worked for such a despicable and EVIL company!!! that is IF I had any DUMB enough and without a soul!!! You cant even be numbered among humans!!! I really want to know HOW you can call yourself human when NOBODY else does?!?!?!Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ September 29, Revdex.com, Inc Broadway Suite Oakland CA XXXXX RE: XXXXXXXX Dear Revdex.com, This is in response to your letter dated September 9th, Telmate provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below We need more information in order to research the complaint Please provide the last four numbers of the credit card used We need the inmates name you have added funds to or phone number accounts Please provide the number you received calls on We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information Best regards, [redacted] Supervisor

It is sad to be a senior on a fixed income and have a company like this gouge you for feesSo very sad that they are the only game in townI put extra money on my sons account every Christmas and have never had to split it into separate depositsThere for having to pay two separate fees one for $and one for $I guess it really is buyer bewareI give them an F in customer service

June 22, 2017 RevDex.com, Inc1000 Broadway Suite 625Oakland CA 94607 RE: [redacted] [redacted] **... [redacted] Dear BBB, This is in response to your letter dated June 22, 2017. Telmate provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer’s complaint and detailed below. This is in response to [redacted] ’s in being charged for video visits that did not go through. I did research and found two visits that did not complete and she was charged $0.15 cents for each one. The $0.30 cents has been credited to her account of [redacted] . For Table Visits they are charged by the minute for the visit. All have been reviewed and the ones where there is no video have been refunded. All of the other visits did go through, as there is video and audio on both sides. Most of the funds on her account have been used for phone calls. In regards to her card being charged $23.37. I do show two transactions for that amount, one done on 5/12/17 at 11:29am on the web trx# [redacted] , and the funds ($20.00- fees were $3.37) went to her siblings prepaid account for them to call any number, to text, post photos and tablet visits. Another one for the same amount, also done over the web was made on 6/6/17 at 1:29pm to the same account, for to her sibling to call any number, to text, post photos and tablet visits. The trx# for this deposit is [redacted] . For both of these transactions the incarcerated individual has used the funds placed on the prepaid account. There is a email that was just sent on 6/21/17 about the charge, but no account information was provided such as date of transaction, last four of credit/debit card used which they will require before answering. The specialist has not responded to the email inquiry as we received both the complaint and the email at the same time (June 22) but different departments respond to them. I will forward the information to that department and let them know it is being taken care of from this department. In regards to calling in, here is how to reach a live customer service representative. “To select a contact from your list, Press 1” - If selected, system will read names of all associated inmates. (e.g [redacted] press 2, etc) 2. “If you would you like to pick from your registered facilities, Press 2” - If selected, system will read all associated facilities. (e.g. [redacted] press 1, Ada county press 2, etc) 3. "If you would ike to pick from a list of nearby facilities, Press 3 ” -If selected, system will read all nearby facilities 4. “To search for a facility by name, Press 4" -If selected, F&F will be prompted to spell out facility name with phones keypad 5. "To skip to the main menu, Press 5" -If selected, system will take F&F to the main prompts, but certain prompts will not be available due to no facility/inmate being chosen. Main Menu “For Deposits, Press 1” “For Visitation Press 2” “For Account Information, Press 3” “For Inmate Voicemail, Press 4" "To change communication settings for this number Press 5" “For Calling Rates Press 6” “For Telmate Verified Press 7 “For PIN reset and Phone Validation Press 8” “For Frequently Asked Questions Press 9” "For Customer Service Press 0" We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. Since the customer disputed the charge, we must wait until this comes through from the bank so we will not be able to refund the charges. Please feel free to contact me at [redacted] if you have any questions or need additional information. Best regards, [redacted] Reporting; Offline/Issue Resolution Spec. Supervisor

Initial Business Response / [redacted] (1000, 8, 2016/01/14) */ January 14th, 2016 RevDex.com, Inc 1000 Broadway Suite 625 Oakland CA 94607 RE: ID [redacted] Dear BBB, This is in response to your rebuttal letter dated December 21st, 2015. Telmate... provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below. The deposit added on 12/19/15 for the amount of $46.00 plus 8.95 surcharges was initially added for phone time. On 12/20/15 the $46.00 was removed from phone time and transferred to commissary. Funds became available to [redacted] at the Vanderburg County Jail at 12/20/15 23:10 We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. Please feel free to contact me at 866.516.0115 if you have any questions or need additional information. Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/11/10) */
November 10th,
Revdex.com, Inc
Broadway Suite
Oakland CA XXXXX
RE: ID XXXXXXXX
***, ***
Dear Revdex.com,
This is in response to your rebuttal letter dated October 23rd, Telmate
provides telephone services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below
Our cancellation policy:
Either you or Telmate may terminate or cancel your account at any timeYou may be entitled to a refund for any prepaid amountsThis refund will be returned to you in the form of it's original payment method, or as Prepaid minutesCertain fees may be assessed for refunds made by checkOther than to receive a return of refundable prepayments, cancellation is your sole remedy with respect to any dispute with TelmateThis includes, but is not limited to, any dispute regarding the Telmate Services, Telmate's policies and practices, your ability to access the Telmate Services, and any matters relating to billing
If a balance remaining is more than dollars we will refund back to credit card/ check form with a dollar processing fee deduction
We have found the transactions mentioned under destination number
There is a total balance of $on the account
We have processed a refund for the full amount of $($has been refunded to card ending in and $has been refunded to card ending in as there was credit cards used for the deposits)
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairlyPlease feel free to contact me at *** if you have any questions or need additional information
Best regards,
*** ***
Supervisor

Initial Business Response /* (1000, 8, 2014/09/12) */
September 11th,
Revdex.com, Inc
Broadway Suite
Oakland CA XXXXX
RE: ID XXXXXXXX
***, ***
Dear Revdex.com,
This is in response to your letter dated August 27thTelmate provides telephone
services to incarcerated persons at correctional facilities in the US and CanadaI have reviewed the customer's complaint and detailed below
The cost of calls from the *** county jail were determined by the facility and are included in Telmate's contract to provide phone services to inmates incarcerated at this locationCell phones are charged at a higher rate than traditional landlines
The calls accepted via quick connect which involves entering credit card information over the phone to accept charges were made on 08/24/XX XX:XX and 8/24/XX XX:XX from inmate *** ***
Cost of local quick connect calls are subject to $for a full minute call plus applicable taxes and fees
In the call recording which customers hear before accepting call it does state "name of inmate", an inmate from *** County" if you accept this call your credit card ending in XXXX will be charged- press to accept the callpress for charges related
Total billed for the two quick connect calls were $
Prepaid local call rates are $for a minute call
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairlyIn the faith of goodwill we have refunded $to credit card ending in ***
Please feel free to contact me at *** if you have any questions or need additional information
Best regards,
*** ***
Supervisor

Initial Business Response /* (1000, 5, 2014/10/13) */
October 13,
Revdex.com, Inc
Broadway Suite
Oakland CA XXXXX
RE: Case # XXXXXXXX
*** ***
Dear Revdex.com,
This is in response to your letter dated September 29th, Telmate provides
telephone services to incarcerated persons at correctional facilities in the US and CanadaWe have reviewed the customer's complaint and detailed below
Customer accepted a total of three quick connect calls on below dates from inmate Robinson Quintin located in Deschutes County JailThe calls were connected to customer destination number
o 9/24/XX XX:XXam call cost $
o 9/24/XX XX:XXam call cost $
o 9/25/XX XX:XXam call cost $
All calls listed above were "quick connect" meaning calls were accepted by called party by entering their credit card security code prior to the call connecting
You have the option to input credit card information to pay for calls when neither offender or destination number called has prepaid funds available to connect the call, this is called quick connectIn most cases these calls are more expensive than traditional prepaid funds
In the call recording which customers hear before accepting a quick connect call it does state "name of inmate", an inmate from name of facility" if you accept this call your credit card ending in XXXX will be charged- press to accept the callpress for charges related
You can load funds to your prepaid account online at www.gettingout.com, view your balance, and manage your account
Prepaid is the most affordable option to connect with your loved one
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly
As such and in the interest of goodwill, we have refunded $ dollars to your card ending in
Please feel free to contact me at if you have any questions or need additional information
Best regards,
*** ***
*** ***
Supervisor

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Address: San Francisco, California, United States, 94111-2687

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