ComplaintsforUniversal Advertising Associates Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The company called seval times during the week of June 17-21, 2024. I was out of the country on vacation at the time. On the last call June 20, 2024. They asked for the name of the person that answered the phone. They clearly didn't get her name right because it's misspelled on the invoice they mailed out. She didn't authorize an order for anything. She told them I wasn't in town. About a week or after the call an invoice came for $210.00 and I inquired with the company about it. They said an order was placed on June 20, 2024. I expressed to them that no order was placed nor did I want to place an order for maps. I hadn't heard anything else until today September 17, 2024. A guy cam to my house with a torn box holding up an invoice as he rang mu ring camera. I came outside just as he was walking towards his car and asked who was he and what was he leaving? He replied maps I ordered. I told him I never ordered anything and he needed to take whatever it was with him. He asked me for my name which I didn't give him. He then asked if it was my name on the invoice. I said no because the name on the invoice isn't my name. I am the sole owner of ** ** * ** ***** ** ******. It's clear that the caller asking for a name didn't her the person who answered because it's not her name either. I have called today and emailed. No one answered nor responded to the email. I wasn't in the country from June 17-21, 2024. I would never order maps when ****** exist. I feel like this company used a scam tactic to get you to say your name so you will be billed for a product you haven't ordered.

  Business response

  09/17/2024

  To whom it may concern, 
  

  I'd spoke to **** ********* a few hours prior to this notification & after we realized the conversation was between her Daughter and not the owner of **** * ** ***** *** *****; I have already emailed her to inform her the invoice in question was cancelled and voided. At the end of our conversation, she said the terms were satisfactory and no further communication took place. We apologize about any inconvenience and thank all parties involved helping get this resolved. 

  Customer response

  09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was contacted by Sarah about advertising with them for a map that would represent portions of ****** County. She told me she had an ad of mine from another publication and could use it and just adjust the size. I received no further communication until the maps were delivered to my business. The ad had been altered with no proof provided. I called and left a voicemail and stated that I was upset and that if I had seen the ad before I gave the delivery person the check I wouldn't have paid. She was not in the office but forwarded my voicemail to an office manager- he had offered to place my correct ad in another publication but due to the lack of communication I don't trust them to publish another ad and I requested a refund. He then stated they couldn't refund because of buyers remorse which isn;t my issue- my issue is that for 11 years I have used the same ads for brand consistency and they changed it without my permission for it to be seen by 4,000-5,000 people.

  Business response

  06/20/2024

  To whom it may concern,

  It has been brought to my attention, while trying to reach a resolution with our customer we failed to do so. The customers check has not been cashed and is being mailed back to them immediately. Thank you for everyone's time and I hope this resolution is satisfactory. 

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I will notify all parties when the check is received.

  Regards,
  
  ******* ***********
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Darice H***** calls every single day to try to get us to advertise . They are too expensive and do not stop! I don’t care about the money previously spent. I just want her to stop calling . It’s becoming harassment !

  Business response

  02/06/2024

  To all concerned parties:

      UAAI has received the complaint and the necessary notes have been made in the system. We apologize for any inconvenience that we may have cause in the attempt to renew your advertisement in the 2024 edition of the ********** ** *usiness director map. You should not receive any further calls.

   

   

  Thank you for your time.

  **** **********

  President

• Initial Complaint

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bill in the mail from UAAI in September. We had advertised on their maps the year before. They misspelled our last name in the ad and we did not plan to use them again this year. In September **** called and spoke to my father and went over the info to be put on the ad. He did not agree to the ad. I spoke to **** and we talked about it. I told her we were not interested because of the issue last year. She said she would send me another proof and I agreed and said I would get back with her after I saw the proof. We talked about the fact that we no longer had a website and she said she would change that in the proof. I never received a proof, just a phone call from Victor to arrange delivery. I told him we had not agreed to the maps and **** called the next day and talked to my brother. He was here alone and busy so he said just drop them off not realizing what they were. Victor brought them and he paid him without realizing we did not order the maps. I looked at the maps and the ad was the same as the year before, wrong last name spelling and now a website we don't have. I have talked to **** and asked to be refunded and never contacted again. She said **** would reach out to me. He sent me an email with a new proof and I asked him to call me. I have not heard from him and left another message with ***** I tried other extensions and nobody answers the phone.

  Business response

  12/14/2023

  To Whom it may concern,
  
  I'm very sorry we've failed to impress with the ad we ran for ***** **** * **** Inc., at the end of the day we operate 90% on return business & an unhappy customer is the last thing we want to happen. There's multiple points to address so, I'll try to just go down the list so to speak; I went back through the records to get a better idea of how this happened & to be fair she did slowly read the ad and the one thing brought up by the owner was the website wasn't correct (which at the time of conversation caused confusion because **** pulled up the website up fine and, I don't believe the owner was aware the website wasn't being renewed. A bit more diligence on our end could've prevented that issue, I'll be the first to admit). We don't automatically run proofs (particularly return business) unless the situations calls for it, that's part of the way we're able to keep our yearly cost down. That was yesterday I'd worked on correcting the information in your ad & you'd replied back so, I'm just now getting through to this. If you call the office and go to an extension that's unused (and admittedly, it needs updated, I see now you've called in and left a message on an extension not used anymore on top of ****** who's in/out for the next two weeks. All that out of the way, customer satisfaction is a guarantee we proudly stand behind and based on the situation, I 100% agree a refund should be issued & by the time you're reading this the check should already be in the mailbox (I'll have it addressed to the shop itself, same as delivery). I do hope with thorough proofing and dealing directly with *** relating to marketing that one day, we can earn the opportunity to feature your business again. Please accept my sincerest apology on printing an ad with incorrect information. Thank you for your time & also thanks to everyone at the BBB for assisting in this matter. 
  

  Sincerely, 
  **** ***********
  Office Manager
  ************** *** ****

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** *****

  I filed a complaint on 12-13-2023. The business responded and said they were sending a check. I was waiting to receive the check before I responded. I still have not received the check and now I can't respond because it has been closed. I am not at all satisfied with the outcome of the claim. I would like the chance to respond. Is that at all possible? My complaint number is #********.
  

  Business response

  01/03/2024

  To ******** ***** & Whom it may concern,
  

  I apologize about any extra delay to get your refund, the Holidays basically tied my hands for an extra week. The check is already en route to the ** *** * in *****. though, I assure you (If not there by the time of reading this). Let me provide my direct extension as well as mobile cell phone number just to ensure you don't have to make it through any automated menus/prompts to speak to someone. ###-###-#### (office) & ###-###-#### (work mobile). Don't hesitate to reach out & I sincerely apologize about the inconvenience & delay once again.
  
  Todd S**********
  Office Manager

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would ask one more thing of this business and that is that they do not contact us again.
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Let me start off by saying in no way shape or form do I think this is a reputable company I was contacted back in the end of February beginning of March timeframe by Renee polite woman who gave me a pitch on some advertisement I received a total of two phone calls after that I heard absolutely no contact until a man named Victor reached out to me to schedule a delivery. Let's take a few steps back I did not receive a proof of this advertisement to confirm or deny whether I was happy with the advertisement they asked me a few questions and that was it. I heard absolutely nothing from Renee or anyone in that company until Victor reached out to me on friday, May 7 at 3:15 PM via phone call I expressed to him that I was currently busy and that we were closed due to it being Mother's Day weekend and our business hours please keep in mind that I did expressed to Renee what our business hours were when she asked for the advertisement so the fact that we are closed and Victor felt like our business hours should be disregarded and i'll or someone from my staff should be available to receive these items not only was he rude unprofessional and very condescending via text message which I have proof of the lack of professionalism across the board is atrocious I spoke to Todd who is the only other person I spoke to from this business and told him that the owner or someone needed to reach out to me in regards to this matter because I should not have to pay $207 and some change to this company with the lack of professionalism that I received Todd came back with a counter offer of $150 and some change I still think that is outrageous for the clear fact of I am not happy with the maps at all the advertisements that are in the maps are subpar to say the least it is a black and white advertisement mind you we have distinctive brand colors that were not taken into effect or consideration I would advise anyone who is contacted by this company to stay clear at this point in time

  Business response

  05/13/2022

  ******,
  Hello again, I'm the person named Todd you spoke to at the office when I was attempting to complete a follow up call (we do those calls specifically looking for 1. correct printing particularly in situations where no proof was required, 2. making sure the delivery driver was polite & respectful and 3. make sure you don't require any further documents or have any questions for us). I meant it wholeheartedly when I said I was shocked the driver spoke to you unprofessionally and conducted himself like he did. I'll be straight forward, we're not a very large company and do depend on the independent contract drivers to drop off and deliver and "do business over a handshake" as we call it. Normally, the driver actually strengthens the bond between our businesses as the customer appreciates we're not some mega-corporation advertiser who's relationship consists of numbers in a computer (meaning we treasure each and every sponsor to the fullest). When you and I spoke, I told you I'd reach out to my superior and quoted the sales to printing cost of the ad (the $150) which admittedly is just over a 25% reduction and that's why I said please don't be offended by me quoting the amount cutting the commision for the delivery off as well as the companies profit margin. Had she quoted the retail price the discount of only $150 would have seemed more appropriate, but I started off with a razor sharp margin. I know you'd reluctantly agreed to the $150 and seen you pay the $100 online and immediately wrote off any balance (I just assumed you decided the $150 wasn't a fair enough number and decided to only pay the $100 which I opted not to dare bother you after we'd left such a bad experience in your memory and just assumed you deemed that number to be the correct fair number). Naturally, I can tell your still very displeased so I want to go a step further and refund the payment of $100 you made on the website the last time you & I spoke. I really, genuinely am so sorry about all this *****. He was instructed to mail the maps upon you saying that you won't be available to ensure their safe delivery.  I have taken the most extreme route possible disciplining the driver who lead us to this shameful situation and I 100% own and apologize for the shortcomings which brought us here. I hope this meets your satisfaction. 
  

  PS Thank you for all involved over at the BBB for helping mitigate this unfortunate situation. We appreciate you very much. 
  Todd Sc.
  Office Manager
  ###-###-####

  Customer response

  05/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  

  Customer response

  05/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ********

   

  Customer called BBB 5/25/22 stating promised refund has not yet been received.

  Business response

  05/26/2022

  ******, I apologize; I'd laid the receipt on our accountants desk and they failed to refund it (I miscommunicated, should've been more clear instead of laying it in the "to do" pile). If for any reason (it's already left our account at this point) you don't receive this within the next two business days give me a call ###-###-#### but I assure it's en route to your account. Sorry again, ******. 

  Todd S**********

  Office Manager

  ###-###-####

• Initial Complaint

  02/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Universal Advertisisng Associates called at the end of November about advertising with their maps again. I have done advertising for the last couple of years. I said I'm not sure at this point send me a proof. They emailed me and called me back. They said that could break up the payments. I never gave them the go ahead. I got a bill on dec 9 2021. I called the number on the invoice. ###-###-####. I called server times and tried all the main extensions asking for someone to call me back. No one ever called me back and you could never talk to a real person. They dropped of the maps and left them hanging on my door 1/31/22 with another invoice. I called the person that delivered, and they called a lady. She said she would talk to her bosses and call me back. I haven't heard from her again. I didn't want the service and I couldn't get a hold of anyone to cancel. It makes its seem like its not a Legitimate business.

  Business response

  02/07/2022

  ******* **********,
  I apologize about any confusion, I've got a few different things I need to clarify so I'll just go top to bottom; but please understand customer (your) satisfaction honestly is our ultimate goal as happy customers typically are long term customers. When we had approval, it was very casual but I have to point out that we'd never invest the printing/office/delivery/etc; and send a driver over 450 miles without completely and fully expecting a happy customer awaiting their supply of the maps. I think this is a case of confusion, after the proof and then invoicing negotiation this is incredibly rare for any account that rep ever sells to have any reason to be unhappy. We did see where you'd attempted (3x in total but the extensions were unused and unnoticed as we've split into half remote employees), and I apologize we missed that. I assure you we're a legitimate business, we've been operating since 1976 to give you an example. I've taken the liberty prior to responding (I'd been out of the office last week) of writing off any balance/invoice in my system. It's company policy for any unsatisfied customer. I hope if anything I convey that this genuinely was a case of misunderstanding across the multiple conversations and emails you and our Saleslady, we would never try to force or be overtly pushy about running the ad we simply thought you just wanted us to bill a certain way this year, we deeply appreciate all your participation to the fullest. 
  
  Sincerely and Apologetically, 
  Todd S.
  Office Manager
  

  Customer response

  02/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I'm not sure to accept or reject.  It Says that I had approved it. I never said yes. For not being pushy I would have to disagree.  Second of all they would have never had to print it and drive all this way if they would have returned any of the 6 voicemails I left. They told me that these maps are delivered to all the local real estate agencies.  If that is true, I wouldn't be out of the way.  But I never checked to see if that was true.  Since they have written this response, I got a phone call asking how the maps look.  I called that person back with no response either. I would like a new invoice sent to me saying my balance is 0 and I don't want your company to call me again.  

  ******* **********
  

  Business response

  02/14/2022

  Ma'am the customer service follow up calls are something I get on right away, and that phone call took place before I had the opportunity to respond to your other complaint you've already made. I've obliged your original request (you were seeking that the invoice be waived and no money owed from ********* ***** ** ***** for the ad we ran. I think we talked about in your last complaint, we've got a computer system that shows all inbound/outbound call logs and I did see the two times you called 2022/01/05 @ 14:58:23 as well as one minute 25 seconds later 2022/01/05 @ 14:59:48. Like we spoke about the extension the voicemail is not a voicemail that is checked regularly as we have many remote employees and they frankly don't come into the office every work day. I am sorry, *******; but I've already met your terms of "resolving this" by accepting this fiscal loss and removing any debt you have from our computer system. That was completed the last time you submitted a complaint. You might remember, I think I started with "because customer satisfaction is our ultimate goal" in that reply. I'm not sure if you're not seeing the response made where I've agreed to your request of not pursuing the invoice but, that's already taken care of. I'll go ahead and put my direct line here, in case you're not completely clear or need any further assistance that doesn't require a formal complaint through the BBB. I'd also like to thank the nice folks over at the BBB for helping us remedy this situation, we appreciate the opportunity to be transparent and the mediation you provide. Thank you, again.
  
  Todd S.
  Office Manager

  Universal Advertising Assoc. Inc.

  ###-###-#### (just press **** once the lady starts speaking, you don't have to wait for a prompt)

  Customer response

  02/18/2022

  Better Business Bureau:

  I also called from my personal number just not my shop number.  If you would go back and check to see how many times I called in December and left messages it would be a lot.   If someone would have returned my phone call then we wouldn't have had this problem.  I had called several times after I got my first bill Dec 9th.  You would have never printed or delivered.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **********
  

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