Cascade Subscription Service Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
A full refund will be satisfactory.
Sincerely,
[redacted]

I've read the complaint and I have also listened to the original customer authorized sales call. The recording is available to the Revdex.com upon request. The call with Mr [redacted] at [redacted] [redacted]was pleasant and professional at all times and comprehension, desire and terms were clearly...

spelled out and agreed to in detail, two times, during the 2 minute recording. We tried playing back the original customer authorized sales recording for Mr [redacted] but we were told to contact[redacted] for the actual payment. Upon contacting [redacted] she immediately stated that, ‘I’m not doing this because I think it’s a scam’ and subsequently hung up on our agent before we could play the recording or even respond. Of course we are not a scam and we do contract with this publisher and dozens of others to secure subscribers for them and have done so legitimately since 1986.
We understand customers sometimes change their mind and even though this cancel request was made outside of our 30 day cancel policy requirement, (which was actually discussed in the original customer authorized recording), we have cancelled the order anyway. Cascade generates 15,000-20,000 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.com. Contrary 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 anyone at [redacted] [redacted] However, we do feel that it is our right to contact customers regarding their requested orders to see if payment will be forthcoming, which we attempted to do here. Again, we have cancelled the businesses order and we have also placed the business’s phone number on our in-house ‘do not call’ list. No further action is required and no further contact will be made regarding this order.

I've read the complaint and I have also listened to the original customer authorized sales call recording. The call with [redacted] at [redacted] was extremely pleasant and thorough where comprehension, desire and terms were clearly spelled out and agreed to in detail twice during...

the customer authorized sales call recording. Payment options were also discussed, [redacted] opted to pay via check once her invoice was delivered.. According to the customer authorized recording, the order was placed on February 16, 2017. All of our sales representatives are required to confirm the business contacts 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 pay and what day the invoice becomes due which was discussed as well and agreed to be March 16, 2017. After the due date passed, 2 subsequent reminder calls were then made to see if payments would still be forthcoming. Our representatives intent is only to remind the customer of the past due status and facilitate payment, not to harass, meaning we merely restate the terms that were discussed during the initial sales call. According to our records, on April 9th, [redacted] instructed our representative to contact accounting, which we attempted to do but were unsuccessful in doing so. One more attempt was in fact made to contact accounts payable before we decided to cancel the order. Our cancellation policy is clearly stated on the invoice and our 800 number is in very large, bold print at the very top of the invoice. We sent 3 invoices before the expiration of our 30 day cancel policy. We also maintain a “100 day Price Protection” policy which empowers our customers by ensuring that they never pay too much for subscriptions. That policy too is on the invoice. We feel it is our right to professionally and courteously reconnect with our customers who have verifiably placed orders, to see if payment will still be forthcoming. We did that here. Cascade generates 15,000-20,000 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.com. That’s around one resolved & satisfied Revdex.com complaint per 1,000 happy customers. Contrary 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 will, which means, as a rule, we do not ‘sue’ customers unless there is a separate reason to do so. Additionally, no threats were made and that too goes against our practices! At this point, we believe that [redacted] merely changed her mind. As a result, we have taken the liberty to permanently cancel this order and we have also placed this business on our in-house do not call list. We apologize for any inconvenience this may have caused the business. No further contact will be made unless requested to do so by the Revdex.com or the business themselves.

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

I've read the complaint and I have also listened to the original customer authorized sales call. The recording is available to the Revdex.com upon request. The call with [redacted], 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 [redacted] second order with Cascade and there were never any complaints or problems the last time. 
We understand customers sometimes change their mind and even though this cancel request was made outside of our 30 day cancel policy requirement, (which was actually discussed in the original customer authorized recording), we have cancelled the order anyway.
Cascade generates over 20,000 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.com. Contrary to the policies of many other Revdex.com members’, Cascade has never forced a customer to pay their requested bills and never will.
We are truly sorry for the billing confusion and we do apologize for any inconvenience this may have caused however we do feel that it is our right to contact accounts to see if payment will be forthcoming, which we attempted to do here. 
Again, we have cancelled the order for [redacted] and we have also placed the company on our in-house do not call list. No further action is required and no further contact will be made regarding this order.

I've read the customer complaint and I have also listened to the original customer authorized sales call recording. The conversation with Ms. [redacted] 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 recording. The conversation was unhurried and the payment options were also discussed; Ms. [redacted] opted to have the company pay via check once the invoice was delivered. This company did previously order publications from us almost a year ago (before Ms. [redacted] employment there) and that order was paid in full with no problems whatsoever. This newest order was slightly different from last year’s order in that it contained an additional title. According to the customer authorized recording, the order was placed on May 01, 2017. All of our sales representatives are required to confirm the customer’s authorization to order, state the amount that would be 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 pay, which was covered & confirmed as well. We understand customer’s change their mind from time to time which is why we have a 30 day cancellation policy, so cancelling before July would have been as easy as sending us an email requesting cancellation and involving the Revdex.com could have been avoided entirely. Unfortunately we did not receive any cancellation notice until we verbally inquired directly with Ms. [redacted] about payment plans on June 20, 2017 after 3 notifications were sent in the mail. We were told by Ms. [redacted] that no one had placed an order when, in fact, the recording clearly shows Ms. [redacted] giving permission to record the sales call with all the order details clearly covered that are listed above. We never force customers to pay their requested bills and we never will. We have already cancelled this order and placed the company’s number on our in-house do-not-call list. No 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 [redacted], and find that this resolution is satisfactory to me. I Would like for my card to be refunded by Cascade subscription services. I have tried to call them several times to get a refund, so if you can reach out for me that would be great, as they do not return my calls.Sincerely, [redacted]

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

I've read the complaint and understand the customers concern. The order in question was placed on June 4, 2015. Cascade subsequently sent 3 invoices and several reminder notices all of which were ignored. The first attempt to contact the business by phone was on July 16 2015, over 40 days later. So...

when the customer states that, "Calls began to pour in from Cascade, more or less daily' we find this at minimum a gross mis-characterization of what actually happened. Several calls were made 40 days after the order was placed in an attempt to find out who was actually authorized to deal with the outstanding invoice as we could never get a straight answer.After listening to the the customer authorized sales recording it is apparent that comprehension, desire and terms were evident and product & terms were agreed to by [redacted], at the time, an authorized representative of the company. It is extremely common for office staff employees to be the authorized ordering individuals for office publications. To answer the scam allegation, Cascade completes well over 20,000 orders per year and has provided that evidence to the Revdex.com yet our non-complaint ratio is over 99.99%. according to the Revdex.com's records. We understand people change their mind from time to time which is why we have a 30 day cancel grace period stated right on the invoice. Also the 800 number is in very large print right on the very top of the invoice along with our fax number, email and hours of operation yet no cancellation attempt was made by anyone at the business. However, each time we attempted to clarify the matter we were abruptly hung up on and we were also accused of being a scam. This is why we always ask for customers to allow us to record the ordering process so such allegations can be refuted. Unlike many other companies out there, Cascade has not and never will force any customers to pay their requested bill. We do have the right to contact customers who did place an order to see if payment will be forthcoming, which we did. This order had been cancelled and we do apologize for any inconvenience. No further action is required.

I've read the complaint and understand the customers concern. I've also listened to the original customer authorized sales call recording where the customers authorization, comprehension, desire & the explanation of terms are evident throughout the call. We understand customers change their mind...

from time to time so we have cancelled the order and placed the customers number on our do not call list. however, based on the recording our sales rep clearly did not misrepresent or 'dupe' the customer in any way whatsoever. Cascade processes thousands of orders annually and we do take complaints seriously, but unlike many Revdex.com member's, we have never nor will we ever force a customer to pay for their requested bills. Again, we've cancelled the order and no 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 call. The call with [redacted] at [redacted] was very pleasant and unhurried at all times throughout the call with absolutely no sign of any misunderstanding or misrepresentation about the order...

whatsoever and comprehension, desire and terms were clearly spelled out and agreed to in detail, during the call recording. We understand customers sometimes change their minds and even though the cancellation was requested outside of the 30 day cancel period, we never force customers to pay their requested bills and have cancelled this order.Cascade generates as much as 20,000 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.com. That’s around one resolved Revdex.com complaint per 1,000 happy customers. We are truly sorry for any order confusion and we do apologize for any inconvenience this may have caused. However, we do feel that it is our right to contact businesses to conduct business and again there was certainly no misrepresentation associated with this sales call. Also we feel it is appropriate to contact customers regarding outstanding unpaid balances to see if payment will be forthcoming. We did that here. Again, we have cancelled the order and placed this business on our do not call list. No further contact is necessary.

I've read the complaint and I have also listened to the original customer authorized sales call. The call with Ms [redacted] at [redacted] was pleasant and professional at all times throughout the call with absolutely no sign of pressuring whatsoever and comprehension, desire and...

terms were clearly spelled out and agreed to in detail, during the lengthy recording.
We take complaints seriously and also take issue with Ms [redacted]’s assertion that our representative or our firm ‘hide the key factors’ during the order process. We did cover the terms with the obligation to pay within 30 days and Ms. [redacted] acknowledged & confirmed agreement to those terms. Upon request, we played that recording back to [redacted] who agreed with our representative that she did in fact authorize the order and that she would mail in the payment. Apparently, she changed her mind. We understand customers sometimes change their mind and we have cancelled the order.
Cascade generates 15,000-20,000 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.com. Contrary to the policies of many other Revdex.com members’ with high ratings, 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 anyone at [redacted] 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 the order and we have also placed the business’s phone number on our in-house ‘do not call’ list. No further action is required and no further contact will be made regarding this order.
Again, we have cancelled the order and we have also placed the business’s phone number on our in-house ‘do not call’ list. No further action is required and no further contact will be made regarding this order.

Complaint: [redacted]
I am rejecting this response because:Although the representative was very nice and did apologize I have to assume it was to influence this Revdex.com review. I read through their carefully worded semi-form letter and for a moment thought could I have this wrong? I resent that lies coupled with a phone call cast even the smallest amount of doubt about the fact that this company is an outright scam. Re-reading others complaints and remembering the details of those many, many phone calls I continue to believe this is not real and hope that others will not have to deal with what we did.

've read the complaint and understand the library's concern. I've also listened to the customer authorized sales recording and read the notes inside the Cascade account. According to our records, [redacted] was authorized to place the order but was not fully authorized to grant payment. As a...

representative of the [redacted] Lee is authorized to order but is also required to submit her publication order requests to a "collection development team", who grants the actual final approval. Therefore the final authorization issue should have been clarified by our representative a little more thoroughly during representative. As a result, we have cancelled the order and placed the college itself on our do not call list. the initial sales call. This type of order is very uncommon for Cascade to process. Our representative created an order that wasn't fully qualified per the colleges & institutional standards but was qualified per general business standards and practices. The vast majority of businesses do not have a "collection development team" that grants the final approvals. The order should not have been processed in the first place by our sales Cascade has a history of processing well over 20, 000 orders annually and Cascade has a "non-complaint ratio" of 99.99%, per data sent to and verified by the Revdex.com. So it is extremely rare for Cascade to receive complaints. However, when we do receive them we take these complaints very seriously and have responded that way here as well. Cascade never has nor will we ever force any of our customers to pay their requested invoices, regardless of authorization issues. We do however have a right to contact the business to clarify when payments will be forthcoming, which we did here. We tried to contact the business over 5 times after the recording request was made but could never get anyone but [redacted] on the phone to verify payment status. Each time we were told that no purchase order was required because the amount was under $1,000 and that the outstanding payment would be mailed in.Again the order has been cancelled, we apologize for any inconvenience and no further action is required.

I've read the complaint and I have also listened to the original customer authorized sales call recording. The call with [redacted] at [redacted] was very pleasant and comprehension, desire and terms were clearly spelled out in detail during the customer authorized call recording....

Payment preferences were also discussed in detail. [redacted] decided to pay via invoice. According to the customer authorized recording, the order was indeed placed on December 5, 2016 not in January. All of our sales representatives are required to state the order date 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 along with the actual due date, January 5th, 2017. The calls in January were made to see if payments would still be forthcoming. In these situations,the representatives intent is only to remind the customer of the past due status and facilitate payment. If our representative exhibited unprofessional behavior, we apologize and we will be reviewing the situation with that representative. Cascade generates 15,000-20,000 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.com. That’s around one resolved Revdex.com complaint per 1,000 happy customers. Contrary 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 will. We are truly sorry for the order confusion and we do apologize for any inconvenience this may have caused, especially if our representative was unprofessional. We 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 list. No further contact is necessary.

I've read the businesses complaint and I have also listened to the original customer authorized sales call. The recording is available to the Revdex.com upon request. The 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 several minute recording.
Also, addressing the ‘Scam’ accusation. This is [redacted] [redacted] second order (the first order was paid in full) with Cascade over the years and there were no complaints or problems on that last order.
We understand that customers sometimes change their mind and even though this cancel request was made outside of our 30 day cancel policy requirement, (which was actually discussed and agreed to in the original customer authorized recording), we have cancelled the order anyway.
In business since 1986, Cascade generates over 20,000 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.com. Contrary to the policies of many other Revdex.com members’, Cascade has never forced a customer to pay their requested bills and never will.
We are truly sorry for the billing confusion and we do apologize for any inconvenience this may have caused however we do feel that it is our right to contact accounts to see if payment will be forthcoming, which we attempted to do.
Again, we have cancelled the order for [redacted] [redacted] and placed the company on our in-house do not call list. No 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I indeed did listen to the recording when they called and remember exactly what ws discussed and and find that their business practices are not looking out for the best interest of their customer and quite frankly, a scam as no orders were ever made. We ask that they please do not ever contact us again.Sincerely, [redacted]

Revdex.com:
Again, CASCADE is not being truthful.  I asked them to cancel the order the first time they called us.  I explained to LUKE at CASCADE that [redacted] thought he was renewing a valid subscription and that we did not need to order a third subscription to this magazine.  I was told that they could not cancel the order because "they already submitted the subscription order to the publisher."  The next day when they called back, JT at CASCADE offered to consolidate all the subscriptions, and ask me to fax the shipping labels on the 2 magazines that we already received - which, by the way, we only have a second subscription because we were duped by CASCADE once already!  I faxed all the information they requested.  The next day LUKE at CASCADE called for payment.  I was ready and willing to pay at this point since they promised to consolidate and we actually do read the magazine cover to cover, but only need 1, not 3 copies. I asked for the subscription dates for the consolidated renewal, since our current magazine has 18 months to go before expiration, CASCADE refused to provide that information.  Obviously they misled me, and I told them I was not authorized to pay for a third subscription and to either provide in writing the consolidated subscription renewal dates or to cancel the order.  I was then told point blank:  "You cannot cancel because we (CASCADE) already submitted the subscription order to the publisher and I (LUKE) WILL CALL YOU EVERY SINGLE DAY UNTIL THIS BILL IS PAID."  Mind you, we never received anything.When I called the publisher directly last week, and explained to them the situation, as well as the recording that they had, the publisher was outraged and horrified and called CASCADE directly and demanded that CASCADE cancel my order.  It is the publisher's policy to cancel subscriptions at the customer's request.  Also, the publisher never processes orders until payment is received and they were horrified when I told them how they harassed and threatened me.  The publisher FIRED CASCADE due to all the lies and misrepresentations about the publisher that it disseminates to customers, and the actual threats that they made to me.  CASCADE actually had the nerve to call me on Monday.  I called the publisher to let them know CASCADE called again.  They called CASCADE and told them to stop calling me.  It's been 2 days and I have not heard from them (yay!!).         I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I've read the complaint. After a brief phone call, the business instructed our business to Bill them for the publication, which we did. After receiving no response from the 3 invoices cascade followed up with a call to inquire whether or not payment would be forthcoming. Our business was...

uncooperative. The original customer authorized sales recording and invoice request is available to the Revdex.com upon request.
We are a 30 year old business with over 20,000 new orders per year. We understand customers sometimes change their mind which clearly is what happened here. We will cancel the order and place this businesses phone number on our do not call list. No further action is required.