Sound Telecom

Please re open this case [redacted] I have sent the demand info below to Sound Telecom, but not heard from themThey are fraudulently reporting myself individually when the very contract they sent to you clearly states that the customer was " [redacted] ***." Never myself personally ! Major Legal Difference and they are in violation of both Federal and State laws on part of Sound Telecom, and they will be responsible for damage to my personal creditPlease forward this to Sound Telecom, because they may claim that they did not receive my below demand of 11/ 16/Or, please advise if I should file a new case with you and various government agencies.Thank you, [redacted] Sound Telecom 11/16/2015You sent in response to Revdex.com complaint # [redacted] on regarding my personal credit a Contact Information dated 4/28/which clearly states that it is with " [redacted] ***" You erroneously and in violation of both Federal and State laws filed damaging information against myself personallyThis is the last demand that you immediately, but not later than days from today remove my personal name from all credit reporting agencies from this alleged account.As you know an LLC is a separate entity and not myself personally.Please be I never had a personal account with you and never was personally responsible for the account you referred to[redacted]

Sound Telecom has responded to every one of Ms***’s complaints and has resolved each and every complaint in a fair manner We responded to Ms***’s initial complaint in January regarding a bill she refused to payEven though Ms*** was obligated to pay the bill, she refused to do soWe credited the balance that was due
Ms***, months after she initiated a service contract with us, contacted her credit card company requesting a charge back for services rendered to her practice by Sound TelecomMs*** was also obligated to pay Sound Telecom a non-refundable activation fee along with a first month service paymentTo our surprise, Ms*** refused to pay this, as wellSound Telecom also credited the chargeback even though we were not required to do soMs***’s current complaint is without meritThere are no balances due to Sound Telecom from Ms***’s practiceAs we have responded to Ms***’s complaints in the past, we made every attempt to satisfy her but she refused to allow us an opportunity to do soWe would like this complaint to be permanently closed

Complaint: *** I am rejecting this response because:I would have loved to have stayed with Sound Telecom if they would have setup the account appropriately, and answered our calls (not tell clients they don't know how to contact us)If Sound Telecom would have provided the service they told me they would, we would not be in this situation now.Sound Telecom sent $to their collection agency (Advantage Collection Professionals) February 24, Maybe the account was closed because it was sent to the collection agencyI would love for this to be closedCancel the collection agency balance of $and I will not contact Sound Telecom againI sent an e-mail February 24, requesting information about the collection letter prior to posting the complaint to the Revdex.comSound Telecom did not respond to my email inquiry (so I feel they forced me to contact the Revdex.com again)My account is not closed with Sound Telecom as long as they keep sending invoice balances to a collection agencyI have tried to handle this situation with them diplomatically, and they choose to bounce me from person to person to person that works there with no answers and waste my time when I callOr they do not respond to my e-mails. I expect them to cancel the claim from Advantage Collection ProfessionalsI have attached a copy of the collection bill I got (maybe it was sent in error by the Acct Receivable department, but I still want it taken care of).This could have been handled a long time ago if they would just respond to my e-mails or get me to an appropriate staff to discuss the matterBut they will NEVER do that when I have tried to contacted them multiple times.Sincerely,*** ***

Attached is the contract dated 4/28/in which Ms*** *** of *** *** entered into an agreement with Sound Telecom to provide telephone answering servicesSound Telecom provided the agreed upon services and billed the appropriate charges on a monthly basis, starting with the
first invoice dated 5/31/Payments were made by *** *** in accordance with the contract on the account through 11/10/After this date there were no further payments and the account was then suspended for non-payment on 2/22/A Final Demand for payment was made on 3/19/The account was then assigned to Automated Accounts, Incto assist with collection of the outstanding balanceThe balance of $is due and payable by *** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Ms*** signed an agreement with Sound Telecom on 7/25/The agreement she signed was for Sound Telecom to provide live answering services to *** *** ***Services commenced on 8/7/15, her official billing start dateShe then notified us on 8/17/that she would be
discontinuing servicesThere was a small prorate for services remaining on her invoice for $Our intent was to cancel this small outstanding balance which we will do nowWe hope that we can serve Ms*** and the team at *** *** *** again someday in the future

Dear Revdex.com,*** *** from *** *** contracted for service with Sound Telecom on 5/29/During the sales process, as we do with all of our customers, we advised *** that Sound Telecom is a 3-call environment, which means that our calls are answered professionally and friendly faster than
industry norms and that if there are other calls coming in due to traffic spikes that calls may occasionally be placed on holdOnce we programmed *** *** service and trained all of our agents on her account where the setup fees are absorbed, *** *** began forwarding their after-hours calls to Sound Telecom*** *** only utilized Sound Telecom for a total of minutes of operator time during the month of JuneThe breakdown is below on how Sound Telecom handled those minutes.Sound Telecom handled:? - calls (most of them test calls), very short in duration seconds average duration ? - Of those calls only calls were placed on hold (13% of the total)? - Of those calls the Average hold time was minute? - Average answer time of rings for the total of callsIn a multiple-call environment (when customers are not paying for dedicated staffing and in a shared call environment) our room average is to place 30% of calls on hold (or less) if possible*** *** hold statistics were twice as good as our room averageFurther, we answered 100% of her calls in less than three rings, the fastest pickup times that are achievableIt is very important to note that this was a very small sample of callsOur customers on average have approximately calls a month, with average call durations of minutes and they are all genuine customer calls not "test calls"Even though we only placed calls on hold during this initial (only) phase of supporting *** ***, Ms*** and her team found this totally unacceptableHowever, the performance that we rendered on this service was better than average and well within the scope of what Sound Telecom promises to deliver*** and her team did not provide us an opportunity to resolve any issues on her account, instead she chose to cancelIt appears their expectations of an answering service exceeds the industry norms and Sound Telecom was expected to perform perfectly yet with only having minutes of time to handle each callPlease also note on the contract with *** *** there are no Service Level AgreementsHowever, Ms*** has insisted that she receive a credit for her activation feesMs*** also noted in her Revdex.com complaint that we did not deliver all messages that were taken on her serviceAs a standard practice, answering services do not typically send messages out on calls that do not result in a messageCustomers are forwarding their business line to our serviceWe do not control the types of calls that come to usSo typically all customers on their business line receive telemarketing calls, callers looking to talk to someone immediately, callers looking for mailing address, office hours and the like, and they are forwarded onto usWe hold those tickets because customers do not want to be bothered with emails or messages that have no contentWe would have happily sent *** a record of every single call had she just given us an opportunity to do so.In Summary: Ms*** and *** *** signed an agreement in which it is clearly stated that activation fees are non-refundableThose fees are for the initial screening, computer setup and programming and training of the staff which was providedThis consisted of several hours of time building their customized service and training operators to do the work as she requested and accurately handle the call and take messagesAfter only minutes of usage, Ms*** canceled her services with usAs a professional courtesy, Sound Telecom waived its standard 30-day notice of cancelation (equivalent in this case to $or one-month’s base rate for service)We have more than satisfied resolution of her complaint.We thank you for the opportunity to respond to MsWeeks' complaint, however we feel that it is unjustified and without merit.Kind regards,Brian G***Call Center ManagerBrian G*** | Call Center Manager*** *** ***@sound-tele.com

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. If your intent was to credit that amount why did you disregard my e-mails asking such and send it to a collection agency? You did not provide the service you promised.
Thank you and in the future I hope you don't put another business through this.
Sincerely, [redacted]

Please re open this case [redacted].  I have sent the demand info below to Sound Telecom, but not heard from them. They are fraudulently reporting myself individually when the very contract they sent to you clearly states that the customer was "[redacted]."   Never myself personally !  Major Legal Difference and they are in violation of both Federal and State laws on part of Sound Telecom, and they will be responsible for damage to my personal credit. Please forward this to Sound Telecom, because they may claim that they did not receive my below demand of 11/ 16/2015. Or, please advise if I should file a new case with you and various government agencies.Thank you,[redacted]Sound Telecom                       11/16/2015You sent in response to Revdex.com complaint # [redacted] on regarding my personal credit a Contact Information dated 4/28/2011 which clearly states that it is with " [redacted]"  You erroneously and in violation of both Federal and State laws filed damaging information against myself personally. This is the last demand that you immediately, but not later than 30 days from today remove my personal name from all credit reporting agencies from this alleged account.As you know an LLC is a separate entity and not myself personally.Please be clear: I never had a personal account with you and never was personally responsible for the account you referred to.[redacted]