ComplaintsforSorenson Communications, LLC
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Complaint Details
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Initial Complaint
03/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Soreson VRS is the leading communication tool for the deaf community. Their mission statement is to provide the highest quality communication to the deaf population. Their quality is so great they allow fraud, manipulation, and abuse to occur with the interpreter knowing what is happening. My mother was scammed out of $ ****** with the help of sorenson interpreter. This business has no ethics, no honor, and no conscious to help a population that is underprivileged as the deaf community.When attempting to voice my concerns to Sorenson (on 3-2522) I was hung upon and was told Sorenso has no legal obligation and cannot be held accountable. While also being told I was the 10 person to voice this same concern today. Wow! Yet all these concerns as brought no change.I do think we all have an ethical and moral obligation to provide a safe services to those in need.What needs to happen is this company needs a course of ethical training and not to allow this to happen to anyone else's mother. They need a protocol to allow interpreter to intervein or involve the police when a crime is occuring. Becasue whether Sorenson believes it or not they are relaying information to the scammer knowing what is occuring is a scam.Business response
03/30/2022
Sorenson Communications, LLC (Sorenson)provides video relay service (VRS) subject to numerous federal regulations defined by the Federal Communications Commission (***).
The *** concluded that communications assistants, such as ******** Sign Language interpreters, for authorized VRS providers, are simply a transparent conduit between two people who communicate through disparate modes (Telecoms. Servs. for Individuals with Hearing & Speech Disabilities, &the Americans with Disabilities Act of ****, 6 *** Rcd. **** (****)). Further, (47 C.F.R. 64.604(a)(2) requires communication assistants to interpret calls verbatim and confidentially.
Unless the *** changes its rules, we must follow federal law and cannot process calls differently.
The Sorenson customer service team has been retrained to communicate this information more effectively when there are future inquiries.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.