Cascade Subscription Service Inc

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 CCFD’s second order with Cascade and there were never any complaints or problems the last time. Also this is the second time [redacted] himself has ordered through Cascade.
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 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 [redacted]. 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 [redacted]’s order and we have also placed CCFD on our in-house do not call list. No 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 [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

This was a mistake on Cascades' part for two reasons. One, we recently switched to a new CRM and our new vendor accidentally billed several hundred 'cancelled' customers rather than our new orders. So we had a flood of complaints which unfortunately this customer was also one of out of that batch. Two, our new agent was improperly trained on how to recognize that fact (the account stated it had been cancelled) and tried to collect payment anyway, which he was not authorized nor encouraged to do. We apologize for the inconvenience and assure you this will not happen again.

I've read the complaint and 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 recording.
This business, [redacted], has been ordering & paying for subscriptions through Cascade since 2012, so we take issue with the accusation by [redacted] that Cascade ‘tricked’ her into ordering. It’s clear when listening to the customer authorized sales recording that many questions & statements were asked and responded to ranging from having [redacted] state the spelling of her 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 (April 2, 2016), and the last question after all that was ‘Do you have any other questions for me today?”  [redacted] answer? “No, thank you.” Then both individuals said goodbye. When the requested invoices (3) went unpaid and the order was not cancelled we contacted the business (45 days later) to see if payment would be forthcoming. During the first call we were told to email the statement again, which we did. When no payment was made we contacted [redacted] who accused us of being a scam so we invited her to listen to the original sales recording, which she did. Unfortunately she hung up halfway through the call.
We understand customers sometimes change their mind and even though this cancel request was made outside of our 30 day cancel notice requirement, we have cancelled the order anyway.
Cascade generates over 20,000 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.com. Contrary to the policies of many other Revdex.com members’, Cascade has never forced a customer to pay their requested bill and we never will. We do have the right to contact customers when requested invoices are not paid and it is normal for a business to do so. We did that here. Also we’re not sure why a voice mail was left with another customer’s information but we do apologize if that was our company. 
Again, we have cancelled the order for the business and placed the company on our in-house do not call list. 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 recording. The call with [redacted] at [redacted] [redacted] 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 recording. Payment preferences were also discussed in detail. At one point, [redacted] went to get her credit card but decided to just receive an invoice rather than pay over the phone, which was fine. According to the customer authorized recording, the order was placed on February 16, 2017. 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 the invoice becomes due which was discussed as well and agreed to be March 17th, 2017. After the due date passed, subsequent calls were then made to see if payments would still be forthcoming. The representatives intent is only to remind the customer of the past due status and facilitate payment. 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 understand customers change their mind from time to time but we were never notified of this fact prior to the end of the 30 day cancel period. We feel it is our right to professionally and courteously contact customers who did in fact order, to see if payment will be forthcoming. We did that here. Cascade generates 15,000-20,000 new orders per year and maintains a satisfied customer ratio of over 99.99% 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 & 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. We are truly sorry for the order confusion and we do apologize for any inconvenience this may have caused. Additionally, we have taken the liberty to cancel this order and we have already placed this customers business on our in-house do not call list. No further contact is necessary.

I've read the customer complaint and we have also contacted the business directly to apologize for our representatives mishandling of their account and call and to inform them that the order has been canceled, per their request. While the order was placed in good faith we do not condone the type of...

unprofessional behavior that was reported by the customer on this call! Also, we’ve listened to the original customer authorized sales call recording to ensure procedure was followed on the original sales call as we always get the customer’s permission to record the sale in case there is a misunderstanding or a change of mind later. We did confirm that procedure was followed on the original sales call. The initial sales call conversation was very pleasant and professional throughout. The order terms were clearly spelled out and agreed to in detail several times during the customer authorized sales call recording. Payment options were also discussed in detail including the obligation to pay. We understand customers change their mind from time to time and again and to be clear, we have cancelled this order. 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. Unfortunately, our own protocol was not followed on this last follow up call and for that, we do sincerely apologize. Our representative in question has been written up and disciplined for not canceling the order when it was requested. Termination of the representative will follow if it ever happens again. Additionally, we have also placed the businesses number on our in-house do-not-call list. No further action is required and no further contact will be made.

I've read the customers complaint and understand the customers concern. The order in question was placed on July 2, 2015. Cascade subsequently sent 3 invoices and several friendly reminder notices all of which went unanswered. The first attempt to contact the business by phone to inquire about...

whether or not payment would be forthcoming was on August 17, 2015, over 45 days later.  Cascade was spoke with [redacted] on that day who was the original authorized company representative, and he said that we will need to speak to [redacted] to secure payment. However, [redacted] was unavailable that day. So we called again on August 19, 2015 and spoke to [redacted] who said she would pay the bill if we faxed her the invoice. So we faxed the invoice per [redacted] request. After not receiving the promised payment, we spoke to [redacted] again on August 26, 2015 and we were told that a check would be sent that day. So far no payments have been forthcoming. No cancellation request was received either via fax, phone, regular mail or email on August 11, 2015 or on any other day. As recently as September 9, 2015 Cascade was promised a payment from [redacted] husband. After listening to the the original customer authorized sales recording it is apparent that comprehension and the desire for the product were evident and terms were agreed to as well by [redacted], an authorized representative of the company. Additionally, [redacted], another authorized representative of the company, said payment would be made.  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 within that time. Also, after the 30 day period we were promised payments as well. Cascade processes 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. Cascade has not and never will force any customers to pay their requested bill. We do have the right to contact customers who did request our products to see if payment will be forthcoming, which we did. This order had been cancelled and we do apologize for any inconvenience. Also we have placed the business on our 'Do-Not-Call' list so no further action is required.

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 have read the complaint and understand the businesses concern. I've also listened to the customer authorized sales recording and read the notes inside the account. The customer’s desire for the order was evident during the recording as were compression and terms.
According to our records and the...

customer authorized recording, [redacted] was authorized to place the order and requested an invoice be sent per explicit terms discussed on August 25, 2015.  She requested the order on behalf of the business and so we sent her the invoice. All orders are cancelable within 30 days of the original order date and the easy-to-read and easy-to-find toll free customer service numbers are at the top of the invoice in big, bold print. She also could have canceled via email or fax before the 30 day period as well but she did not. We tried to speak to [redacted] on three separate occasions but were hung up on each time by [redacted] before we could finish discussing the outstanding balance. Cascade sent 3 invoices total and several friendly reminder notices but we received no response nor a request for cancelation until October 9, 2015.
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 one we have a track record of taking 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. So true to that track record we have cancelled this order as well. We do, however, have a right to contact the business to clarify when payments for requested orders will be forthcoming, which we did here.The order has been cancelled, we have placed the business on our Do-Not-Call list and we apologize for any inconvenience. No further action is required.

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 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 in detail; Ms. [redacted] opted to have the company pay via check once the invoice was delivered. According to the customer authorized recording, the order was placed on August 29, 2016. All of our sales representatives are required to confirm the customer’s authorization to 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 well. We understand customer’s change their mind, which is why we have a 30 day cancellation policy, so cancelling before the 30 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 entirely. Unfortunately, we did not receive any cancelation notifications until we inquired directly with Ms. [redacted] well beyond the cancellation period. We were told by Ms. [redacted] that she did not place an order when, in fact, the recording clearly shows Ms. [redacted] giving permission to record the sales call with all the necessary order details clearly covered that are listed above. 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. Further, we take accusations of being a scam very seriously, which is why we require customer permission to record our sales calls in the first place. We apologize for any inconvenience the order may have caused and 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. Sincerely, [redacted]

I've read the customer complaint and I have also listened to the original customer authorized sales call recording. The conversation with Mr [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 his payment options were also discussed; Mr [redacted] opted to pay via check once his invoice was delivered. According to the customer authorized recording, the order was placed on May 24, 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 confirmed as well. We did attempt to return Mr [redacted] calls several times but were unsuccessful. 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 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 are unable to predict lowered publisher prices but publishers do allow Cascade to honor any price they offer, which we do. Also we do provide free issues from thousands of titles, directly from our office, if service is ever interrupted, which is something publishers cannot do. Due to these policies, we feel our customers get the best service and selection and ultimately best price, using our service rather than having to go through different publishers each and every time a customer orders. 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 will never deny customers a requested refund. We understand that customers do change their mind and we apologize for the inconvenience but we do not require, nor have we ever required, a customer to pay their requested bill. Therefore, we have already cancelled the order and placed the customer on our in house do-not-call list. No further action is required and no further contact will be made unless requested to do so by the Revdex.com.

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], the authorized contact, 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 ‘phones not being answered’. Our system is automated and we do not show any attempt to call in. Also, and more importantly, this is [redacted]’s third order with Cascade over the years and there were never any complaints or problems the last two times. Also this is the second time [redacted] ordered Oil & Gas Magazine.
We understand customers sometimes change their mind and even though this cancel request was made by someone other than the original authorized contact and is also 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 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 past due accounts to see if payment will be forthcoming, which we attempted to do. Again, we have cancelled the order and placed [redacted] on our do not call list. No further action is required and no further contact will be made regarding this order unless requested to do so.

I've read the customers complaint and understand the customer's cancellation concerns.The order was placed on May 19, 2015 by [redacted] and was never cancelled. We do have a standing 30 day cancellation policy but we do also understand that people change their mind from time to time and as...

a result we have decided to not pursue any further payment on the order and it is now canceled. The phone number associated with this account has been placed on our do not call list. We apologize for any inconvenience and no further action is required.

Hello,
 
Complaint ID: [redacted] has been resolved. Please disregard this complaint.
 
Thank you for your time,

I've read the complaint and understand the customers concern. The customer attempted to cancel the order after the 30 day cancel period. It's important to realize that once the order is placed with us it is difficult to get a refund from our publishers after the 30 day grace period has expired, so...

the customer will receive the magazines she ordered anyway even though we are refunding her money. While it is against company policy to cancel after the allotted grace period, we can make exceptions and have done so here. We will also place the customer on our do not call list. No further action is necessary and no further contact will be made.

This call for payment was a mistake on Cascades' part. Due to our new CRM transition, we had several hundred customers erroneously called and billed that had been previously cancelled already. Obviously this was a regrettable mistake but we believe we have corrected this so that customers who had...

cancelled prior do not receive anymore bills or calls. However, please contact me directly if anything like this occurs again. We apologize for the inconvenience and have placed this business on our in-house do not call list.

I've read the customer complaint and I have also listened to the original customer authorized sales call recording. The conversation with Mr [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 his payment options were also discussed; Mr [redacted] opted to pay via check once his invoice was delivered. According to the customer authorized recording, the order was placed on July 08, 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 confirmed as well. We do not purposely call customers who have requested to be placed on our do-not-call list, but if somehow this happened we apologize for the inconvenience. If this does happen, (extremely rare) it’s usually a result of there being multiple numbers advertised for this business. If that’s the case, we will add those numbers to this business as well which will help prevent further calls. Also if this business goes by other names that you can provide that would be helpful too. We have already cancelled the order and confirmed the number on our in-house do-not-call list. No further action is required and no further contact will be made unless requested to do so by the Revdex.com.

I've read the complaint and have also listened to the original customer ([redacted]) 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 recording.
We take issue with the accusation by [redacted] that Cascade harassed the business. It’s clear when listening to the customer authorized sales recording, that around 10 questions & statements were asked and responded to ranging from having [redacted] state the spelling of her 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 (April 8, 2016), and the last question after all that was ‘Do you have any other questions for me today?”  [redacted] answer? “That would be it.” Then both individuals said goodbye.
When the requested invoice went unpaid and was not cancelled we contacted the business to see if payment would be forthcoming. Each time we were told to call back or we were sent to a voice mail. So we called back but each and every time we were told to call back again, which we did. We understand customers sometimes change their mind and even though this cancel request was made outside of our 30 day cancel notice requirement, we have cancelled the order anyway.
Cascade generates over 20,000 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.com. Contrary to the policies of many other Revdex.com members’, Cascade has never forced a customer to pay their requested bill and we never will.
Again, we have cancelled the order for the business and placed the company on our in-house do not call list. No further action is required and no further contact will be made.