Allen Floors

Customer is [redacted] on route [redacted] From everything I can tell by his subscription issues, hopefully have been resolved I not only cc’d the customer on this email but also copied the District Manager [redacted] on this email, so he can respond as needed to the customer for any follow upI put an additional message to the carrier reminding them to deliver dry readable papers and to read messages accurately for vacation stops As you can also see there is not an $payment made on his subscription See attachments and any issues don’t hesitate to let us know Sincerely, [redacted] Circulation Specialist SupervisorCapital NewspapersFish Hatchery Rd.Madison, WI 53713Phone 6341Fax [email protected] Attached are screen shots of the customers account showing the subscription dates, the payments and amounts, all vacation stop/restart dates requested by the customer and any complaints/service issues reported by the customer On the 2nd screen shot you can see the amount of each payment for the past from Dec to most recent one eff from May 29thAnd pays about every wks The subscriptions in our computer system shows first contact back to Sept 21, and through current date today paid through Nov 14, For the 3rd and 4th screen shots these dates of actions shown sends a message to the carrier on the carriers next bundle top for the customer in question letting the carrier know either a stop/restart date or if a report is made about a missing paper or a message about a paper being delivered during a stop period, etc.Based on a conversation the customer had prior to Sept [redacted] , the District Manager for this carrier had given this customer a call and gave him his name and direct number [redacted] to call him should there be any issues On Sept evidently customer lost [redacted] contact information and called our call center and another message went to [redacted] asking [redacted] to contact the customer regarding additional delivery issues and my understanding [redacted] contacted the customer again to assist and find out what the also was told that [redacted] the District Manager contacted the customer after the last phone call made to us on SeptI have copied the customer on this email and [redacted] as well along with copies of all screen shots showing documentation that we have and what we have doneSincerely, [redacted] Circulation Specialist SupervisorCapital Newspapers [redacted] Screen shots for Revdex.com complaint from this customer Reference ID# is [redacted] This 1st screen shot shows the specific subscription dates based on the payments receivedThis 2nd screen shot shows the payment amounts through the most recent payment of $received May and that subscription start date is eff May and paid through Nov as shown in the subscription dates in above 1st screen shot.This 3rd is a list of vacation dates entered by the customer either over the phone, or mostly using our automated phone system and the last one was using our website For each stop and save the carrier is sent a message to stop and hold and then a message to deliver saved papers and restart regular delivery This last screen shot is any complaints/requests made by the customer regarding delivery issues or stop/restart issues each time the customer reported a problem and these print also to the carrier the next delivery day

Thank you for your prompt reply I apologize as I missed responding to the original complaint regarding not receiving the papers Due to the error of the carrier not only delivering while you were stopped but then not delivering some of the papers in the vacation pack request you made I have credited you wks for the delivery issues while on vacation Your paid through date was November 15, 2016, with two weeks credit you are now paid through November 29, I also copied [redacted] on this email so that he knows he needs to contact you directly regarding the ongoing issues with the carrier during your vacation stops You should have a call from [redacted] within the next business days to respond back to you as to what to expect on future vacation stop requests For future information when you stop your paper for days or less whether you want them saved and delivered or just stop print, there is no credit for stop periods of days or less Every subscription includes print and digital so even though you stop your print either just stop or save your subscription remains active so that you have digital access and are charged during this period For days or greater you have an option to receive digital only at the digital only rate or stop print and digital access and receive a credit.Sincerely, [redacted] Circulation Specialist SupervisorCapital Newspapers [redacted] **Office- [redacted] ***Fax- [redacted] ***Email: [redacted] Call Center 1-800-362-

[redacted] 3:PM (minutes ago)tomeyes, so far, so good

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I called every Sunday that the newspaper was not delivered to me, I never received a sunday paper at all, and I called every week to let them know and it never got resolved I did finally receive a paper on 10-30, as scheduled [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

I am writing in response to Mr [redacted] complaint from his address of [redacted] Wi concerning lack of follow up from our local manager regarding his service issues of the Wisconsin State Journal I have copied Mr [redacted] and [redacted] Phillips our local manager for Brodhead on this email response We acknowledge there has been delivery issues over the past year and as of last Friday, Oct 23rd our District Manager [redacted] Phillips contracted the 3rdcarrier on this route in the past months Unfortunately, finding new and good carriers is not as easy as it used to be but that does not take away from the customer should have received a return phone call back from [redacted] on each request that was made previously and I do show there were previous requests so I apologize that there has been no communication from [redacted] to Mr *** I was in touch with [redacted] today, and I am assured by ***, that he will be in contact with Mr ***, today and will not only apologize for the delivery issues but for his lack of his responseFor any future delivery issues the customer may contact [redacted] Phillips directly at [redacted] *** I have also attached a copy of the original Revdex.com letter and the customer complaint on this email response Sincerely, [redacted] Circulation Specialist SupervisorCapital NewspapersFish Hatchery Rd.Madison, WI 53713Phone 6341Fax [email protected]

We have terminated the contract of the carrier that delivers to Ms [redacted] We will have a sub do the route until we are able to contract a new carrier to deliver the routeThe District Manager has tried calling and emailing Ms [redacted] so that he can work with her to resolve any delivery issues as they happen but Ms [redacted] has not responded to him as of this writing I encourage her to do so, so that we can respond quicker in the future to any issues she is having The District Managers information is [redacted] , [redacted] Sincerely, [redacted] State Operations Manager Capital Newspapers [redacted] ** [redacted]

As Ms [redacted] notes in her complaint the carrier did have a series of family medical emergencies in early February and they should not have affected her delivery service She placed a call to us on February 16, asking for a District Manager to call her about her delivery problems The District Manager tried calling her multiple times but did not reach her and was not able to leave a message at the phone number provided The District Manager is still trying to get in contact with her and is going to try emailing her to see if that is successful We have credited Ms [redacted] account with us in the amount of $for free weeks of delivery for her delivery problemsSincerely, [redacted] State Operations Manager Capital Newspapers [redacted] ** [redacted]