Unified Global Solutions Pbx Phone Systems
10/21/2019
We were sold on a number of features with their Internet phone service, which sounded wonderful. Four months later, after several e-mail and phone conversations, we still did not have several features we were promised during the original sale, not to mention our original sales person and technician were no longer with the company (both terminated within the first few weeks of our service). There were delays in addressing our issues, even sometimes acting as if the issues were never reported. We were pressured to sign the agreement with a third-party finance company prior to the install, then told if the features were not working, we shouldn't have signed it. We were unable to use the chat feature between our three offices for four months, unable to transfer calls between offices for four months, unable to dial extensions between offices for four months, had significant delays in payments to buy out existing contracts, and integration with our customer information system was never done. The biggest issue is that there was no recourse to UGS. There was no agreement signed with them, only the finance company, and that agreement is strongly in favor of the finance company. Product_Or_Service: Internet VoIP Phone system
Desired Outcome
Billing Adjustment We are requesting that UGS buy out the remainder of our lease agreement.
Unified Global Solutions Response
11/03/2019
Dear ***** ****** Allstate, The way UGS's behavior is described, is untrue and unfair. What we do for a living, and the purpose of a Hosted PbX product (like ours) is to give increased functionality including, but not limited to, connecting multiple physical locations. UGS did connect all of ***** ******'s locations, but it was not until we learned that the customer wanted / expected that functionality. By the time UGS was made aware of what the expectation was, we had already built the customers phone system on our platform and deployed our services. UGS rebuilt everything from scratch (not a problem at all) but there were delays in getting responses from our single point of contact ( Jame Lajunanie - the office manager)...Eventually, we did switch the customer over to the new phone system (over a weekend, so their business and their customers would not be effected) This new phone system had the chat, transfer and dial by extension functionality that is being described in the complaint as non existent or not working properly. There was money owed for an early termination fee, to their previous phone company, and UGS paid it in full. Period. The integration with AllStates E-Agent software was an ask. It was understood that we did not offer that functionality and would would look into building and creating an API, that allowed us to integrate. Many times, this was told to Jamie ********* who was heading up the switch of phone systems. The most frustrating part about this, is the dishonesty. We have close to 300 customers nation wide, and don't have issues like this with anybody. ***** ****** knew, when he signed the lease, that he was signing a 60 month agreement (that was non cancellable...the paperwork is very clear) and that the system was set up a certain way (the way they originally asked for)....We do our best work with every customer, thats why we have been so successful.
Unified Global Solutions Pbx Phone Systems
Source: https://www.bbb.org/us/tx/dallas/profile/telecommunication-equipment-repair/unified-global-solutions-0875-91037083/complaints