Bay Floor Service, Inc.

While it is true the the Canton Repository has added a TV Times magazine to their Sunday newspaper the additional fee is only charged to those who are on a significant discount and not to those who pay full price. This information was conveyed in advanceI believe the real issue here is how
our customer service staff member addressed the issue. For that we greatly apologize and have addressed this with the customer service representative that handled the call. Often as you know it is not what is said but how it is said that upsets people. We are well aware of the less than sympathetic attitude as *** *** stated and I am calling her personally to convey that apology. The assumption that this is how they have been trained to respond is incorrect and addressed. I hope this explanation will service but again I assure you that there has been no intentional wrong doing on our part.Thanks,*** ***VP Circulation Consumer MarketingGateHouse Ohio NewspapersThe Repository | The Times-ReporterThe Independent | The Suburbanite***Office 330-580-8368*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action might not resolve my complaint. For your reference, details of the offer I reviewed appear belowhere's a list of the calls in late feb 2/22, 2/, 2/24, 2/27, 2/28, and 3/i'll reserve judgment till the calls stopI do wonder, tho, how many people they ignore when a request like mine come to their marketing co, do they even realize its illegal? at least times I asked them to quit.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

*** *** I have been contacted by the Revdex.com regarding your complaint. I apologize that after several attempts your request has not been honored. The manager of the area and the carrier have been contacted to not deliver the Rep Extra product in your driveway. You should no
longer be receiving it. Thank you for your patience regarding this. Sincerely*** ***Circulation Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did speak with MrBoggs yesterdI am not happy as that statement about extra charges is NOT on your bill-only on page Aof the newspaper-small print-not acceptable to practice business while deceiving customers in such a matter-I have to wonder how many people have auto pay with them and how many of their customers are aware-Look at it this way-Guess to make it easy-take 10,customers and get a extra 3-dollars every mongives them some extra income at the newspaer for sure, so this is not right and I have cancellled with them and hope other people don't get took by this practice and maybe if enough people cancel-they will be upfront on the billing and not expect people to look on page Ain the bottom SMALL print!
Regards,
*** ***

*** *** I apologize that this was not taken care when you initially called on April 4thThe account will be cancelled and I will have a refund mailed to you as soon as possible in the amount requested of $ The lack of customer service will be addressed to both the customer
service manager and also the representative you spoke with.Thank you very much for bringing this to our attention this is not how we do business The refund can usually take up to days but I will ask that it is expedited. Sincerely,*** ***Circulation Director

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Mr***, I apologize that the newspaper was not cancelled when you originally requestedThe service you experienced was poor and will be addressed with the manager of your areaYour account has been cancelled as of May 8th and I will make sure that any amount owed is cleared out
You will not owe any money on your account. Thank you for bringing this to my attention.Sincerely,Anita D***Circulation Director

Tell us why here...*** *** I apologize that your number has been continued to be called even after you have requested it not be. I will contact the telemarketing company regarding your request. I do have your phone number as ***. I will ask that your phone
number be removed from their calling and all future calling. I willalso remove your phone number from our system. Thank you for bringing this to attention Sincerely,*** ***Circulation Director***

Thank you for bringing this complaint to our attention.  We take these complaints very seriously and we appreciate [redacted] concerns regarding the charges for her newspaper subscription.  After checking into this matter I do see where there was an error made on our part.  When...

trying to assist [redacted] our customer service representative was giving her in part information regarding a previous subscription at her old address.  We apologize for this error and will take the needed steps to correct the issue. With that in mind we will honor her word that the newspaper did not start until November and accept her payment of $32.99 to resolve the issue.  Customers are billed monthly and although it is difficult to prove, we did send her invoices to the correct address starting with the first one going out in August of 2015.  We received no calls for missed copies or regarding issues with her account until the exchange with our customer service representative on 3-3-16.  [redacted] did receive service until 04 March 16 but based on her information we will reconcile the monies owed for the three months of service that was provided after her husbands stated start date instead of what is shown in our computer system.  A credit will be issued in the amount of $120.36 and we can close out the account upon receipt of her payment.  We have also placed [redacted] on our internal do not call list.   I hope this response satisfied any confusion and rectifies [redacted]’s complaint.  Please contact my office if you have any further questions or concerns. Sincerely, [redacted] VP of Circulation and Consumer Marketing [redacted]

[redacted] Please let Mr. [redacted] know that we have credited his account for $17.00 on 5/26 for seven missed Sunday deliveries from a call he made into our customer service department earlier this month.  We will also be crediting his account an additional $17.90 for five missed Sunday...

deliveries in May and the two late fee charges.   Our billing did get sent out for the month of May.  It reflects the first $17.00 credit which was given earlier in the month.  The bill receives will not reflect the additional credit of $17.90.  Please let him know that he will only owe $10.61 for the May billing. Thank you Anita D[redacted]

[redacted]I apologize that you were missed quoted for a newspaper subscription you purchased.  There is a one-time activation fee of $5.95 that the salesperson should have told you about.  The monthly cost is also $22.27 for all seven days. This is why your account was charged $28.22.I...

will address this matter with the salesperson and also have a refund check for the full amount of $28.22.  Please allow seven to ten business days for the refund.Thank you for bringing this to our attention. Sincerely[redacted]Circulation Director[redacted]

[redacted]I'm sorry you could not reach anyone in our customer service department on Monday.  Our phones do get busy but you should have been able to reach someone.  I apologize and will be happy to help you. We no longer charge for any premium editions that we have and if you...

were charged a late fee I can help you with it.  I will try to call you and offer my help.   SincerelyA[redacted]

[redacted] I aplogize that the manager hasn't gotten back to you.  I will credit the late fee and call you regarding the amount owed on the invoice.  Our invoices are mailed monthly, I don't know why you wouldn't have received one in the month on four different...

occasions.  I do apologize for any inconvenience this may have caused. Sincerely[redacted]Circulation Director

[redacted],Regarding ID # [redacted]Ms. [redacted]s account was cancelled on 9-27-15.  I apologize that the account was not cancelled when she origonally requested it.  The amount owing is $14.85 and it will be cleared out.  She will not owe us anything.Thank youAnita D[redacted]

[redacted] I'm very sorry. Your father will not recieve any more invoices from us.  I have cleared out the account and cancelled the newspaper subscription. The paper was put on a vacation stop back in 2015 then a restart at the end of 2017. I am very sorry for any inconveniences...

this may have caused. Sincerely,[redacted]Circulation Director330-58-8365

Thank you for bringing this complaint to our attention.  We take these complaints very seriously and we appreciate Mrs. [redacted]’s concerns regarding the charges for our premium editions.  Subscribers are notified of the charges for our special premium editions on page A2 of our newspaper...

every day in advance and have the option to opt out of receiving or being charged for said premium editions prior to their publications.  Her account was credited today 3.00 for the cost of the last premium edition she received and $2.00 for the DEC TV Times editions in good faith. I spoke with Mrs. [redacted] today for several minutes and tried to explain that our options were listed in the newspaper to opt out daily but she was not happy with that. I hope this response satisfied any confusion and rectifies Mrs. [redacted]’s complaint.  Please contact my office if you have any further questions or concerns. Sincerely, Larry B[redacted] VP of Circulation and Consumer Marketing

[redacted] I'm very sorry that you've cancalled your subscription due to service and the promotional offer ending   The representative should have been able to help you.  I will discuss your complaint with our customer service manager.   I have credited your account...

$10.21.  You will not owe nothing more.  I did leave two messages for you on you phone as requested.  Please call me at your convenience and I will be more than happy to help you with any further questions or concerns you may have. Sincerely[redacted]nCirculation Director330-580-8365