United Publishers of America

Mr [redacted] Good afternoon!Please excuse the delay in getting back to you on your complaintI handle these for the organization due to the priority we place on it and I have been out of town until todayI will be sure we get this handled with this rep ( [redacted] ***) as this would be her first complaint everAs 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 ratingWe 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, etcOn occasion we do get these simply due to the nature of "telemarketing" and "cold calling" a business such as yourselvesWe do not condone any techniques that you mentioned and act very quickly to eliminate themPlease accept our apology for calling your business regarding our servicesWe will be sure to take some corrective action with the staff member todaySincerely, [redacted] ***VP

Ms [redacted] ,Thank you for the update and please accept our apologyWe will be sure to remove you from our calling list and also research the calls to take corrective action immediatelySincerely, [redacted] ***GM

Mr [redacted] 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 neededPlease 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 matterOften 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

Dear Mr [redacted] ,Thank you for your feedback and please excuse any calls to the businessWe 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 vendorWe try very hard to operate with integrity and are always upfront with all communicationsI will be sure to inspect your calls in particular and address as need with the staff members involved to talk corrective actionWe apologize for any actions that caused with complaint and wish you success this year!

Dear Ms [redacted] and the Revdex.com,Thank you for the communication regarding your account and concernsWe 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 accountAs follows:1) [redacted] Installed in 3/2012, System Additions to the account in 11/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/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 equipmentI 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-sitePlease 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 designedRelative 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 paperworkYour accounts are son 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 offDuring 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 systemsFor 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 warrantyOur 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 solutionsAs 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 frustrationWe thank you for the repeat business and wish nothing but success in business and joy in life during this holiday season

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 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]