Cascade Subscription Service Inc

I have gotten my waiting room magazines from Cascade for years and never had any of the problems other people have described. I have always gotten the magazines on time and paid a fair price. One time I got an invoice that was for way more than I thought it would be but when we listened to the recording I realized that I just wasn't listening very closely when we were discussing the length of the subscription and agreed to 4 years instead of the 2 that I normally like to do. So it was my fault but the lady I talked to changed the subscription length to 2 years, which she didn't have to do because I wasn't paying attention.

I've listened to the customer authorized recording of *** *** of *** *** *** ***After listening to the thorough, unhurried and professional call it is apparent that *** *** was authorized to place the order because he states that he is authorized and
comprehension, desire and necessary payment terms for the products were clearly covered & acknowledged with no questions or concerns by the end of the callMr*** states in his complaint that he felt ‘tricked’ into ordering yet the day payment terms and due date were discussed with *** in great detail with a specific requirement to pay before October 15,
We understand customers change their mind from time to time which is why we have a day cancel grace period stated right on the invoiceAlso stated right on the top of the invoice in very large print is our number, hours of operation, street & email address along with our fax number yet no cancelation request was made by anyone at the business within that day grace period or at any time thereafter until we contacted *** ourselves on November 11, 2015, a full days after the original order date to see if payment would be forthcoming
On November 11, during that follow up call, Mr*** said that he would transfer the call regarding the outstanding account balance to accounts payableHe did transfer our rep to accounts payable; however, accounts payable immediately transferred our rep back to Mr*** who then hung up on our rep without explanationNo further contact was made with Mr*** after he hung up
Cascade was founded in Cascade processes over 20,new orders per year and has provided that information to the Revdex.com upon their requestOur non-complaint ratio is over 99.99% according to the Revdex.com’s and Cascade’s verified recordsCascade has not and never will force any customers to pay their requested invoiceHowever, we do have the right to sell our products & services and we also have the right to contact customers who did in fact request our products & services to see if payment will be forthcoming, which we did here
We do apologize to Mr*** for any inconvenience and we have already placed the business on our ‘Do-Not-Call” listNo further action is required

I've investigated the incident the business was referring to and yes the customer is correct, they were accidentally called againIt was an hit nest mistakeTo explain, I had coded the record as a "do not call" contact in our customer service system yesterday when I answered the first complaint but I had failed to notify IT about removing the number and coding as a "do not call" in our separate contact system softwareThat has been rectified now and confirmed by IT as of today, Friday 11:35am pst August 25, 2017. Please accept our apologies as we do not derive any pleasure making these mistakesSo to reiterate, both of our systems are now properly coded and we have no other systems. Steve M***

I've read the customer complaint and I have also listened to the original customer authorized sales call recordingWe always get the customers permission to record and we did that with this order as wellThis business has ordered through our organization before this year and there are no
outstanding ordersThe initial sales call conversation was actually very pleasant and cordial throughout the entire conversationThe order terms were clearly spelled out and agreed to in detail several times during the customer authorized sales call recordingThe conversation was unhurried and the payment options were also discussed in detail; Mr*** opted to have her company pay via check once the invoice was delivered According to the customer authorized recording, the order was placed on Jan 12, All of our sales representatives are required to confirm the customer’s authorization to order, complete order terms, state the amount that would be due, twice, along with the order date during the recording and they are also required to discuss the obligation to pay, and what date the bill is due, which was covered & confirmed as wellWe understand customer’s change their mind, which is why we have a day cancellation policy, so cancelling before the day due date was fine and done exactly as agreed to so involving the Revdex.com was unnecessaryCascade generates over 15,new orders per year and maintains a satisfied customer ratio of over 99.9% per records provided to the Revdex.com, upon request by the Revdex.com, and also confirmed by the Revdex.comThat’s around one resolved & satisfied Revdex.com complaint per 1,happy customersContrary to the policies of many other Revdex.com members’ with A+ ratings, Cascade has never forced a customer to pay their requested invoices and we never willFurther, we take accusations of being a scam very seriously, which is why we require customer permission to record our sales calls in the first placeThis is also why we painstakingly cover every detail in the customer authorized sales call so that the highest standards of sales ethics can actually be heard on the recordingHowever, we do sincerely apologize for any confusion or inconvenience the order may have caused the organization and we had already cancelled this order and placed all four of the company’s numbers on our in-house do-not-call listNo further action is required and no further contact will be made

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

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

I've read the complaint and have also listened to the original customer (*** ***) authorized sales callThe recording is available to the Revdex.com upon requestThe call was pleasant and professional at all times and comprehension, desire and terms were clearly spelled out and agreed to in
detail, twice, during the minute recording
We take issue with the accusation by *** ***, that Cascade spliced the orderOf course we did notIt’s clear when listening to the minute recording, that around questions & statements were asked and responded to ranging from having *** state the spelling of his first & last name, authorization to order, billing terms, billing preference (email), email address, number of copies, terms (price, issues etc.) reiterated again, the obligation to pay, due date (December 11, 2015), and the last question after all that was ‘Do you have any other questions for me today sir?” *** answer? “That’s it.” Then both individuals said goodbye
We understand customers sometimes change their mind and even though this cancel request was made outside of our day cancel notice requirement, we have cancelled the order anywayHowever, the reason for the continued calls was that *** was contacted by our office on December 22, to inquire whether payment would be forthcoming and we were told that he would forward the invoice to their bookkeeper for paymentAfter 2nd payment promise was not made via *** *** we spoke with *** in accounts payable and he stated that he would pay if our representative emailed another invoice to him, which we didNo payment was received after two additional promises to payWe cancelled the order at that time
Cascade generates over 20,new sales per year and maintains a satisfied customer ratio of 99.99% per records provided to the Revdex.com upon request by the Revdex.comContrary to the policies of many other Revdex.com members’, Cascade has never forced a customer to pay their requested bills and never will
Again, we have cancelled this order for *** *** and placed the company on our in-house do not call listNo further action is required and no further contact will be made

I've read the complaint and I have also listened to the original customer authorized sales callThe call with ** *** was pleasant and professional at all times and comprehension, desire and terms were clearly spelled out and agreed to in detail, twice, during the several minute recording
This is
Rippeteau Architects PC second order with CascadeAlso this is the second time Ms*** herself has ordered through CascadeUpon her request, we tried playing back the original customer authorized sales recording for Ms*** but were hung up on
We understand customers sometimes change their mind and even though this cancel request was made outside of our day cancel policy requirement, (which was actually discussed in the original customer authorized recording), we have cancelled the order anyway
Cascade generates over 20,new orders per year and maintains a satisfied customer ratio of 99.99% per records provided to the Revdex.com, upon request by the Revdex.com, and also confirmed by the Revdex.comContrary to the policies of many other Revdex.com members’, Cascade has never tried to force a customer to pay their requested bills and we never will
We are truly sorry for the billing confusion and we do apologize for any inconvenience this may have caused Ms***However, we do feel that it is our right to contact our customers regarding their requested orders to see if payment will be forthcoming, which we attempted to do here
Again, we have cancelled Ms***'s order and we have also placed the company on our 'do not call' listNo further action is required and no further contact will be made regarding this order

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCancellation of the subscription will be acceptable
Sincerely,
*** ***

I've read the complaint and I have also listened to the original customer authorized sales call recording*** has been a paying customer of Cascade since June 12, Additional multi-year orders were placed and paid for since then, for a total of orders for the same title through our over
year business relationship.We are a year old companyThis last order and conversation with Ms.***, was very pleasant and cordial throughout the entire conversation and comprehension, desire and terms were clearly spelled out and agreed to in detail several times during the customer authorized sales call recordingThe conversation was unhurried and her payment options were also discussed; Ms.*** opted to pay via check once her invoice was deliveredAccording to the customer authorized recording, the order was placed on March 4, All of our sales representatives are required to confirm the customer’s authorization to order, state the amount due, twice, along with the order date (day of the sales call) during the recording and they are also required to discuss the obligation to payWe did attempt to return Ms.*** calls several times but were unsuccessfulOur cancellation policy is clearly stated on the invoice and our number is in very large, bold print at the very top of the invoiceWe also maintain a “day Price Protection” policy which empowers our customers by ensuring that they never pay too much for subscriptionsThat policy too is on the invoiceCascade generates 15,000-20,new orders per year and maintains a satisfied customer ratio of over 99.9% per records provided to the Revdex.com, upon request by the Revdex.com, and also confirmed by the Revdex.comThat’s around one resolved & satisfied Revdex.com complaint per 1,happy customersContrary to the policies of many other Revdex.com members’ with A+ ratings, Cascade has never forced a customer to pay their requested invoices and we will never deny customers a requested refundEven though our day cancel period has expired, if Ms.*** still wishes to cancel, we will return her payment in fullIf she wishes to take advantage of our “day Price Protection” policy because a lower offer was discovered, (unlikely) we will refund the differencePlease advise Cascade of Ms.***s’ decision

I've read the complaint and I have also listened to the original customer authorized sales call recordingThe call with *** at *** *** *** was very pleasant and thorough where comprehension, desire and terms were clearly spelled out twice and agreed to in detail during the customer
authorized call recordingPayment preferences were also discussed in detail*** decided to pay via mailed invoice rather than over the phone, which was fineAccording to the customer authorized recording, the order was placed on February 09, All of our sales representatives are required to confirm their authorization to order, state the amount due, along with the order date (day of sales call) during the recording and they are also required to discuss the obligation to pay and what day it becomes due which was discussed as well and agreed to be March 9th, After the due date passed, subsequent calls were then made to see if payments would still be forthcomingThe representatives intent is only to remind the customer of the past due status and facilitate paymentWe are not certain why her attempt to call us did not go through but the invoices we sent before the reminder calls went unanswered yet clearly state our number in very large, bold print at the very top of the invoiceWe feel it is our right to contact businesses to conduct business and further we feel it is our right to contact professionally contact customers who did in fact order to see if payment will be forthcomingWe did that hereLastly, no company receives endless complimentary copies, hence the reason we callLike every business, It's unsustainable for a business to give away unlimited free samples or service to a customerCascade generates 15,000-20,new orders per year and maintains a satisfied customer ratio of over 99.99% per records provided to the Revdex.com, upon request by the Revdex.com, and also confirmed by the Revdex.comThat’s around one resolved & satisfied Revdex.com complaint per 1,happy customersContrary to the policies of many other Revdex.com members’ with A+ ratings, Cascade has never forced a customer to pay their requested invoices and we never willWe are truly sorry for the order confusion and we do apologize for any inconvenience this may have causedWe understand customers change their minds from time to time, so we have taken the liberty to cancel this order and we have already placed this customers business on our in-house do not call listNo further contact is necessary

Complaint: ***
I am rejecting this response because:Cascade is still calling our business times a day! We should be on the do not call list, clearly we are notThey are still harassing usWe will seek further action
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease provide a copy of the credit and the statement showing zero balance.Thank you.Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We've read the complaint and after a review we understand the customers concernWe agree with the customer and understand this order to be a confusion of who, at *** *** ***, was actually authorized to order in the first place and have therefore cancelled the entire orderThis type of
incident is rare compared to the 20,orders per year Cascade accepts and unlike other Revdex.com members, we never try to 'force' customers to pay their bills and never willAgain, we have cancelled this order and placed this company on our do not call listWe sincerely apologize for the inconvenience and no further action is required

I've read the complaint and I have also listened to the original customer authorized sales call recordingThe call with *** at *** *** ** *** *** was very pleasant and comprehension, desire and terms were clearly spelled out twice and agreed to in detail, during the customer authorized call
recordingPayment preferences were also discussed in detailWe are not sure how Mr*** did not receive an invoice as were sent out in addition to several reminder callsCascade generates 15,000-20,new orders per year and maintains a satisfied customer ratio of 99.99% per records provided to the Revdex.com, upon request by the Revdex.com, and also confirmed by the Revdex.comThat’s around one resolved Revdex.com complaint per 1,happy customersContrary to the policies of many other Revdex.com members’ with A+ ratings, Cascade has never forced a customer to pay their requested invoices and we never willWe are truly sorry for the order confusion and we do apologize for any inconvenience this may have caused, especially if our invoices were not receivedHowever, we did not have any reports from our other customers about not receiving their invoice notificationsAdditionally, understand customers change their minds from time to time, so we have taken the liberty to cancel this order and we will place this customers business on our in-house do not call listNo further contact is necessary

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

I've read the customer complaint and I have also listened to the original customer authorized sales call recordingWe always get the customers permission to record and we did that with this order as wellThe initial sales call conversation was actually with Ms*** and it was very pleasant and
cordial throughout the entire conversationThe order terms were clearly spelled out and agreed to in detail several times during the customer authorized sales call recordingThe conversation was unhurried and the payment options were also discussed in detail; Ms*** opted to have her company pay via check once the invoice was deliveredWe sent invoices plus reminder noticesAs a matter of fact, on August 17, 2017, Ms*** was contacted directly where she stated to our representative that she would be mailing in the paymentOur last contact occurred on August 28, where Ms*** denied ever ordering even after we played the recording per her requestAccording to the customer authorized recording, the order was placed on June 13, All of our sales representatives are required to confirm the customer’s authorization to order, complete order terms, state the amount that would be due, twice, along with the order date during the recording and they are also required to discuss the obligation to pay, and what date the bill is due, which was covered & confirmed as wellWe understand customer’s change their mind, which is why we have a day cancellation policy, so cancelling before the day due date would have been as easy as just sending us an email requesting cancellation and involving the Revdex.com could have been avoided entirelyUnfortunately, we did not receive any cancellation notifications until we inquired directly with Ms*** well beyond the cancellation periodWe were told by Ms*** that she did not place an order when, in fact, the recording clearly shows Ms*** giving permission to record the sales call with all the necessary order details clearly covered that are listed aboveShe had requested the bill be sent to *** *** on her behalf which is very common for businesses to doAdditionally, she had ordered copies but after hearing the price she decided to reduce the order to copies instead and we made the proper adjustment by lowering the total price while we were on the sales callCascade generates 15,000-20,new orders per year and maintains a satisfied customer ratio of over 99.9% per records provided to the Revdex.com, upon request by the Revdex.com, and also confirmed by the Revdex.comThat’s around one resolved & satisfied Revdex.com complaint per 1,happy customersContrary to the policies of many other Revdex.com members’ with A+ ratings, Cascade has never forced a customer to pay their requested invoices and we never willFurther, we take accusations of being a scam very seriously, which is why we require customer permission to record all of our sales calls in the first placeThis is also why we painstakingly cover every detail in the customer authorized sales call so that the highest standards of sales ethics can actually be heard on the recordingWe do apologize for any inconvenience the order may have caused and we had already cancelled this order after the last conversation and placed the company’s number on our in-house do-not-call listNo further action is required and no further contact will be made

I've read the complaint and have also listened to the customers original authorized sales call recording and understand the customers concernAs is evident in the customer authorized recording, The Cascade representative clearly states during the call who we are, what the bill is for, the amount of
the bill and when payment is dueThe Cascade representative also stated during the call that Cascade has a policy where we will match any offer received from the publisher themselvesThis policy is clearly stated on our invoice as well and it is aptly named our, "Day Price Protection Guarantee"Also it was clearly stated during the call that 'Your bill will arrive from Cascade Subscription Service in about a week", which it did. I'm confused how it was presumed after all of the discussions about where the bill will arrive from and that we honor publisher coupons that we were somehow also pretending to be the actual publishers? Also the two publications ordered from the customer are from two separate publishers unaffiliated with one another.If the customer provides a lower priced offer, as is our policy on the bill, we will honor that rateMerely mail the coupon along with a check for the rate on the publishers coupon and we will honor itHopefully this helps and if the customer would like any assistance please do not hesitate to contact usWe apologize for any inconvenience this may have caused and as a show of our appreciation for the customers business we are wiling to add complimentary issues to the end of your current subscription order