United Publishers of America, Inc.

Ms***,Good morning and thank you for your feedback. Our organization often times will have cell numbers on record from previous communications or have it given to them from a staff member for useOur goal is to always respect you and we wish to apologize for any poor communicationsOur
staff members work from 9AM-5:30PM and are not allowed access or permission to take any data home so I am confused on any ability to call after those hours as stated; unless you are a current client and it may be our support team reaching out for a submitted request. None the less I will be sure to get with our team and remove your info as well as inspect what rep has called to address any action that may need to be correctedWe apologize for any inconvenience and wish to resolve this for you. Sincerely,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Mr***,I am sorry to hear our team has called in this manor and I will be sure to personally review the calls and take action with the repIf this is a repeat offender that is conducting themselves in this manor they will be terminated as it is our strict company policy.I know
you mentioned not wanting a "cookie cutter" response and I can assure you that is not the caseI do not know of any other way to respond to your complain but to acknowledge and take action as stated as well as remove you from our list and offer our sincere apologyAs you can easily see from our rating we are a very strong organization that cares very much about what we do and how we do things. With a call center environment we on occasion get some folks that must either learn that we do not act this way or we dismiss them promptlyMy best guess is that we are dealing with a new member who will have to learn from one of the two actions stated as any seasoned staff member would not conduct themselves in this manorI promise I will find out who the offender is! Being that we did not bill you incorrectly, damage your place of business during an installation, fail to provide an adequate product or service again I know no other way to sincerely apologize. Please accept my whole apology. We will remove you from any list and again take action. Have a great day and we thank you for the feedback so we can correct the scenario. Sincerely,*** ***GM

Mr***, First I would like to thank you for your feedbackWe have removed you from our calling list as requestedWe will also be reviewing the calls to ensure quality control and take any corrective action needed. I believe that one of our reps called your business off a
lead sheet and then, as you mentioned, your business colleague signed up for our Video Surveillance Package and gave us your information as a referral to call as someone that may be interested in the benefits of our systemsI am not sure if our rep *** was the one to call your business but he does work all referrals given from our new clientsOften times when we seek to protect a business owner from the threats of the world and business today our message gets misinterpreted and we greatly apologize for that! Please excuse our passion for our persistence...We care deeply! We pride ourselves in serving people and only wish we could of done the same for you! We will do our very best to address as you requested and take any correction action needed upon review of the calls!

Ms***Thank you for your information! Please understand that we would never misrepresent ourselves in that mannerOften times when we call to a business and speak with the employees, such as yourself, we will inform them we need to speak to the owner and will be confronted with some
opposition from the staff, as it sounds was the case hereIn those cases we will inform them it is a personal business matterI understand if that is not satisfactory to you but unfortunately we can only deal with the owners of the organization in our industryWith all due respect our staff would never pass as an employee of where you work considering you work there....that would be very counterproductive on our end. I have taken action to review all calls made to the referenced number and don't see where anyone has mislead you on saying they where your co-workerWe apologize if we have made a few calls to the businessWe only call your area once a year so I don't think it would of been us calling a few months agoWe have already moved from the Gainesville market so your place of employment will not be called any longer by our organization but we are not the only security company calling to market servicesIf you placed a call to our office to be removed we would of gladly did so. We once more apologize if we are possibly mixed in with other security companies calling or may have been annoying you by calling your place of employment but we have removed you from our call list. Thanks again for your input so we got the opportunity to investigate

Mr***,Good Morning and thank you for your feedback!Please accept my apology for any conduct on behalf of my staffWe pride ourselves on professional business practices and that is reflective by our client portfolio and reputationWe will review the team members efforts and take corrective
actionsWe do pull list that are already "scrubbed" against the Federal Do Not Call List; however, that would only apply to consumer based calling and not business to business calling and would also explain why you are getting a call a year laterI do want to let you know that "***" and "***" are two different representatives and due to the year long time frame of delayed contact may easily sound similar. We will make every continued effort to remove you from any "commercial list" we pull in the futureThe nature of our business is to protect a business owners investment by gaining greater control over their business and eliminating frivolous law suits from customer, employee theft or lack of productivity and of course the outside threats we see on the news every day with murders and robbery, especially with how crazy our world is today! I say all that to simply express my sincere apology for our passion and desire to help protect you as we do for thousands in FL & GA. If in the future you should have any needs or struggle with your business still populating on our list please feel free to reach out to me directly at the below numbersI am always here to assist and serve! I will get with out team and give the very best effort to eliminate the possibility!Sincerely,*** ***GMPh: ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 as long as we are removed from their call list. 
Regards,
[redacted]

Dear Mr. [redacted],Thank you for your feedback and please excuse any calls to the business. We never would intentionally represent ourselves as your security company but often times our staff will inform others they are with Security Center USA and we are a "security company" which often times leads...

staff to think it is their existing vendor. We try very hard to operate with integrity and are always upfront with all communications. I will be sure to inspect your calls in particular and address as need with the staff members involved to talk corrective action. We apologize for any actions that caused with complaint and wish you success this year!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:They did not read my original letter.  I never once indicated that their employees were posing as co-workers of my employer, I indicated that they were posing as employees or my employer's security company,  which is in clear violation of the Florida Statutes regarding telephone solicitations which states in 501.059(d) It shall be unlawful for any person who makes a telephonic sales call or causes a telephonic sales call to be made to intentionally alter the voice of the caller in an attempt to disguise or conceal the identity of the caller in order to defraud, confuse, or financially or otherwise injure the recipient of a telephonic sales call or in order to obtain personal information from the recipient of a telephonic sales call which may be used in a fraudulent or unlawful manner.."Upon further investigation, I found on their Facebook page other complaints regarding this same matter, so I know this is not an isolated incident.  I find this manner of business to be  backdoor thievery, the gaining of business information through false and sneaky methods.  Yes, I feel sorry for the employers that have employees that fall for this tactic your company has employed which I find deplorable .  Therefore I will follow up with a complaint to the State of Florida Consumer Protection Department, because even though you are no longer in our area, I feel this needs practice needs to come to an end.Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Mr. [redacted]Good afternoon!Please excuse the delay in getting back to you on your complaint. I handle these for the organization due to the priority we place on it and I have been out of town until today. I will be sure we get this handled with this rep ([redacted]) as this would be her first...

complaint ever. As stated in some previous responses to similar complaints we pride ourselves in who we are, what we offer, our level of customer service and of course our Revdex.com rating. We without a doubt do the very best to operate with the client in mind and rarely have a complaint relative to our products, services, billing, etc. On occasion we do get these simply due to the nature of "telemarketing" and "cold calling" a business such as yourselves. We do not condone any techniques that you mentioned and act very quickly to eliminate them. Please accept our apology for calling your business regarding our services. We will be sure to take some corrective action with the staff member today. Sincerely,[redacted]VP

Ms. [redacted],Thank you for the update and please accept our apology. We will be sure to remove you from our calling list and also research the calls to take corrective action immediately. Sincerely,[redacted]GM

Dear Ms. [redacted] and the Revdex.com,Thank you for the communication regarding your account and concerns. We pride ourselves in customer service and hold your needs as a top priority!According to our records we have two accounts with Ms. [redacted]...

 [redacted] . Allow me to share some time tables for each account. As follows:1) [redacted] Installed in 3/2012, System Additions to the account in 11/2013 and Serviced due to internet provider changes by the client (not Security Center USA equipment or service) in 4/2014.2) Coquina Cottages Assisted Living: Installed in 11/2013, Serviced due to internet provider changes by the client (not Security Center USA equipment or service) in 4/2014, Serviced due to internet provider changes by the client (not Security Center USA equipment or service) in 11/2014 and Phone Support due to internet provider changes by the client (not Security Center USA equipment or service) in 11/2014.I am very confused on the statement referencing the systems being down "80%" of the time? Between both accounts we have only needed to send a tech out to service them on three (3) occasions within the last four-five years and every one of them has been due to client changes that affected our equipment. I do know that often times clients will confuse "remote viewing", seeing your system from off-site and from mobile devices, with the system being functional and recording on-site. Please rest assured that whenever internet changes occur your remote viewing can be affected but it is simply a feature of the system and has zero effect on the system protecting you as well as recording on-site as designed. Relative to our fees allow me to reiterate, as our sales team does a profound job of doing so at time of sale and it is also documented on your sales paperwork. Your accounts are set-up on a lease purchase program that allows you to have the entire system installed with zero, too very little, money down and make monthly payments that are minimal for a term until it is paid off. During this term we provide you an extensive parts and labor warranty, specific to warranty terms, for the entire system; however, we do not cover "internet related" needs as they are out of our control and simply provide the ability to view off-site with our systems. For any service needing a site visits under warranty or not, you will have a trip charge but never a charge for parts and labor if under warranty. Our phone technical support team provides lifetime support at no charge; however, if it is internet related, like a change in internet hardware or provider, we will have some minimal fees to provide those services as a courtesy to clients that may not have an IT solution.While I am not able to waive these fees, although you have had very few of them, I can offer two solutions. As follows:1) We will not charge for any phone support on the accounts moving forward.2) We can reduce your trip charges from $105+tax (not $129.00) for on-site needs to $55+tax moving forward.These would apply even to internet needs just to satisfy you, our client!Thank you for allowing us to service you and work out your frustration. We thank you for the repeat business and wish nothing but success in business and joy in life during this holiday season.

Mr. [redacted] First I would like to thank you for your feedback. We have removed you from our calling list as requested. We will also be reviewing the calls to ensure quality control and take any corrective action needed. Please understand that while no business, manager or business owner...

enjoys getting calls from organizations soliciting its services due to the nature of our business, video surveillance, and as crazy as the world is today we do inform staff and managers it is a personal business matter. Often times when we seek to protect a business owner from the threats of the world and business in this manner our message gets misinterpreted and we greatly apologize for that! We pride ourselves in serving people and only wish we could of done the same for you! We will do our very best to address as you requested.  Sincerely,[redacted]GM

Mr. [redacted], Thank you for your communication regarding this matter. I am sure you receive many calls daily from organizations looking to market their services. We do strive to do the best job we can at monitoring calls and ensuring we present ourselves as professional as possible in comparison...

to all the other calls you get! No one likes or enjoys getting a call from a "telemarketer" so please accept our apology for calling. We will be sure to remove you from our call list as well as review the call with our quality control team to address it with the rep and take corrective action. Once more we appreciate the feedback so we can continue to improve our teammates while making those oh so unwanted sales call to business such as yours. Sincerely,[redacted]GM