I called and spoke to the customer this morning. As promised this delivery complaint has been escalated to the top delivery managers at the [redacted] Delivery Service. They have been instructed to follow up with the delivery contractor to make sure that this paper is placed on the porch...
each day. We will follow up also to make sure this is done consistently.
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
There is currently no carrier for this route. The route is being done by staff members. One of the staff seems to miss this address when he...
delivers this route. He has been spoken to about this again and told make sure he does not miss this address again when he delivers. The division manager will monitor this closely and stay in touch with the customer. We are attempting to contract a new distributor for this route which should improve service. We will do our best to see that the customer is not missed again.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Daily Herald circulation seems to finally be taking this on going non-delivery situation seriously and actually taking some action.
Thank you for your help Revdex.com and Daily Herald
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Mary Ann [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dailyherald.com
Our records indicate Ms. [redacted] signed up for the Daily Herald with a door to door solicitor on August 21 for a promotion which...
benefited the Marklund Children's Home. She paid $25.00 for 11 weeks of delivery. The delivery started on August 29, and Ms. [redacted] was paid through November 10. Ms. [redacted] spoke with a customer service representative, Don, on September 23, and delivery was cancelled on September 25. A refund check in the amount of $15.25 was mailed on October 2. Seth may be a new agent at the Daily Herald's call center, and we will review the process of entering cancellations. Of course the Daily Herald has an email address and a mailing address for customers to contact us. Usually the agents at the call center are trained to handle cancellation calls. The Daily Herald apologizes to Ms. [redacted] for any inconvenience she may have experienced.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer service manager called me to further investigate my complaint and acknowledged that I was not treated properly by their representative. She is continuing to look into the mater and they sent me a check reimbursing me for the paper that had not yet been delivered.
The Daily Herald apologizes to the [redacted] family for their experience with our sales contractor. Although our sales activities are out-sourced, we provide strict guidelines for these independent companies and their salespeople to follow. It is not our intent to do business in this manner and to...
deliver our product to anyone who does not wish to receive it. The sales contractor/subcontractor grossly erred for misrepresenting the offer as something different than an introductory home delivery discounted special to the Daily Herald where the Daily Herald makes a small donation to a local charitable organization, in this case the Muscular Dystrophy Association, and where delivery continues unless the new subscriber contacts the Daily Herald otherwise (also specified on order form). Our records indicate that on 5/20/16 a subscription order was started (subsequently stopped 12/1/16) in their name through an independent door-to-door contractor as part of an introductory promotion to benefit the Muscular Dystrophy Association. Also their payment of $20.00 cash for the Daily Herald was processed at that time. A verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. Although our records show numerous renewal notices were mailed and should have been received, our records now reflect their account has been written off, all collection activities have ceased and no monies are due and with absolutely no effect on their credit report. The Daily Herald apologizes for any inconvenience we have caused. We will also take immediate action with the sales contractor group to insure this does not happen again with anyone else. Our thanks to the [redacted] Family for taking action and letting us know of your experience so we in turn can take corrective measures. We hope at some time in the future they may consider us for their needs. Sincerely, Wayne S. [redacted] | New Business Manager-Circulation w[redacted][email protected] | 847-427-4335 | fax 847-427-4793 Daily Herald Media Group 155 E. Algonquin Road | Arlington Heights, IL 60005 DailyHerald.com | Reflejos.com | BusinessLedger.com | DailyHeraldMediaGroup.com Find us on Facebook | Twitter | LinkedIn Tell us why here...
Mr. [redacted], we apologize for your experience with our sales contractor. Although our sales activities are out-sourced, we provide strict guidelines for these independent companies and their salespeople to follow. The approach is simple: contact non-subscribers with an introductory special home...
delivery offer at a discount, and explain that for each new subscription sold a small donation is made to a specified local charitable organization. This program has added up to nearly $500,000.00 to the [redacted] Home and over $350,000.00 to [redacted] Center over the years. It is not our intent to do business in a manner contrary to the above and to deliver our product to anyone who does not wish to receive it. Our records indicate that on 8/7/17 a subscription order was started in your name through an independent door-to-door contractor as part of an introductory promotion to benefit [redacted] Center. A verification call was made and a verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. Subsequently renewal invoices were to be sent before the end of the introductory offer in the hopes the reader gained an appreciation of our product during the initial home delivery term. We have made arrangements to stop all collections and all monies due have been written off your account. We sorry a misrepresentation was made or a miscommunication occurred where our verification procedures did not clarify the specifics of the offer. The Daily Herald apologizes for any inconvenience we have caused. We will also take immediate action with the sales contractor group to insure this does not happen again with anyone else. Thank you for taking action and letting us know of your experience so we in turn can take corrective measures. We hope at some time in the future you may consider us for your needs. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] * [redacted]
[redacted] [redacted] * [redacted] * [redacted] Tell us why here...
The Daily Herald apologizes that the wrong newspaper has been delivered to the customer. The customer has been called and offered a 2-week courtesy credit for the delivery errors. The customer insists on cancelling. Delivery will stop on Friday, 6/10, and a $20.00 refund check will...
be issued to the customer.The Daily Herald will alert the delivery company of the delivery errors. We are very sorry for any inconvenience caused to the customer, and hope sometime in the future we will be given another chance to delivery a paper correctly.
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.
Sincerely,
[redacted]
Mr. /Mrs. [redacted], we apologize for your experience with our sales contractor. Although our sales activities are out-sourced, we provide strict guidelines for these independent companies and their salespeople to follow. It is not our intent to do business in this manner and to deliver our product...
to anyone who does not wish to receive it. Our records indicate that on 9/3/16 a subscription order was started in your name through an independent door-to-door contractor as part of an introductory promotion to benefit Illinois Work Net Center’s Youth Job Program. Also your check made out to the Daily Herald for $25.00 was processed at that time. A verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. Also our records show you spoke with our Customer Call Center Manager Mary Ann [redacted] on 1/12/17 and arrangements were made to have your delivery stopped as of today, 1/13/17, and all monies due were written off your account. The Daily Herald apologizes for any inconvenience we have caused. We will also take immediate action with the sales contractor group to insure this does not happen again with anyone else. Thank you for taking action and letting us know of your experience so we in turn can take corrective measures. We hope at some time in the future you may consider us for your needs. Sincerely, Wayne S. [redacted] | New Business Manager - Circulation w[redacted]@dailyherald.com | [redacted] | fax 847.427.4793 Daily Herald | 155 E. Algonquin Road | Arlington Heights, IL 60005 www.dailyherald.com | Big Picture.Local Focus --------------------------------------------------------------------------------...⇄ Tell us why here...
We apologize, Ms. [redacted], for your experience with unwanted continued delivery of the Daily Herald. Our records indicate that on 8/26/16 a subscription order was started in your name through an independent door-to-door solicitor as part of an introductory promotion to benefit the Clearbrook...
Center. You paid $25.00 with check number 1848. A verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. After the initial promotional period, 4 invoices were also mailed.Delivery has been stopped as of December 4. As a courtesy, the balance owed in the amount of $41.95 has been written off with no effect on your credit report. Your account is now closed with a zero balance. Our website does not accommodate payments on stopped accounts without speaking with a customer service representative. We apologize you were not contacted by Customer Service after attempting to make a payment. We are investigating as to why your inquiry was not handled. We are very sorry for any inconvenience you experienced with your Daily Herald subscription account.
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,
Jim [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: [redacted] CS Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dailyherald.com
In checking Mr. [redacted]'s account, delivery of the Daily Herald should have started on August 30, 2014. The Daily Herald Door...
to door solicitor received a $5.00 payment on August 26, 2014, for 20 weeks of delivery, which benefited the [redacted] Home, and paid for delivery from August 30, 2014, through January 16, 2015. A welcome letter confirming the specifics of the promotion was mailed at the end of August. Delivery continued until May 1, when the account was stopped for nonpayment. We apologize for any confusion on the subscription. All charges have been eliminated. [redacted] has been notified to stop all collections. The account is closed with a zero balance owed. There will be no negative effect on Mr. [redacted]'s credit. The Daily Herald is sorry for the inconvenience Mr. [redacted] experienced.
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dailyherald.com
Weekend package delivery of the Daily Herald was started on July 17 as a result of a telemarketer solicitation on July 14. The...
promotion was for 10 weeks of delivery on Fri/Sat/Sun, and the [redacted] charity benefited. Delivery is now scheduled to stop on Friday, August 14. The account is now closed with a zero balance. The Daily Herald does not report any customers to a credit bureau, so Mr. [redacted]'s credit score will not be affected. If Mr. [redacted] has received an invoice, please disregard it. The Daily Herald apologizes for any inconvenience to the customer.
I called and spoke to the customer this morning. As promised this delivery complaint has been escalated to the top delivery managers at the [redacted] Delivery Service. They have been instructed to follow up with the delivery contractor to make sure that this paper is placed on the porch...
each day. We will follow up also to make sure this is done consistently.
Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
There is currently no carrier for this route. The route is being done by staff members. One of the staff seems to miss this address when he...
delivers this route. He has been spoken to about this again and told make sure he does not miss this address again when he delivers. The division manager will monitor this closely and stay in touch with the customer. We are attempting to contract a new distributor for this route which should improve service. We will do our best to see that the customer is not missed again.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Daily Herald circulation seems to finally be taking this on going non-delivery situation seriously and actually taking some action.
Thank you for your help Revdex.com and Daily Herald
Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Mary Ann [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dailyherald.com
Our records indicate Ms. [redacted] signed up for the Daily Herald with a door to door solicitor on August 21 for a promotion which...
benefited the Marklund Children's Home. She paid $25.00 for 11 weeks of delivery. The delivery started on August 29, and Ms. [redacted] was paid through November 10. Ms. [redacted] spoke with a customer service representative, Don, on September 23, and delivery was cancelled on September 25. A refund check in the amount of $15.25 was mailed on October 2. Seth may be a new agent at the Daily Herald's call center, and we will review the process of entering cancellations. Of course the Daily Herald has an email address and a mailing address for customers to contact us. Usually the agents at the call center are trained to handle cancellation calls. The Daily Herald apologizes to Ms. [redacted] for any inconvenience she may have experienced.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer service manager called me to further investigate my complaint and acknowledged that I was not treated properly by their representative. She is continuing to look into the mater and they sent me a check reimbursing me for the paper that had not yet been delivered.
The Daily Herald apologizes to the [redacted] family for their experience with our sales contractor. Although our sales activities are out-sourced, we provide strict guidelines for these independent companies and their salespeople to follow. It is not our intent to do business in this manner and to...
deliver our product to anyone who does not wish to receive it. The sales contractor/subcontractor grossly erred for misrepresenting the offer as something different than an introductory home delivery discounted special to the Daily Herald where the Daily Herald makes a small donation to a local charitable organization, in this case the Muscular Dystrophy Association, and where delivery continues unless the new subscriber contacts the Daily Herald otherwise (also specified on order form). Our records indicate that on 5/20/16 a subscription order was started (subsequently stopped 12/1/16) in their name through an independent door-to-door contractor as part of an introductory promotion to benefit the Muscular Dystrophy Association. Also their payment of $20.00 cash for the Daily Herald was processed at that time. A verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. Although our records show numerous renewal notices were mailed and should have been received, our records now reflect their account has been written off, all collection activities have ceased and no monies are due and with absolutely no effect on their credit report. The Daily Herald apologizes for any inconvenience we have caused. We will also take immediate action with the sales contractor group to insure this does not happen again with anyone else. Our thanks to the [redacted] Family for taking action and letting us know of your experience so we in turn can take corrective measures. We hope at some time in the future they may consider us for their needs. Sincerely, Wayne S. [redacted] | New Business Manager-Circulation w[redacted][email protected] | 847-427-4335 | fax 847-427-4793 Daily Herald Media Group 155 E. Algonquin Road | Arlington Heights, IL 60005 DailyHerald.com | Reflejos.com | BusinessLedger.com | DailyHeraldMediaGroup.com Find us on Facebook | Twitter | LinkedIn Tell us why here...
Mr. [redacted], we apologize for your experience with our sales contractor. Although our sales activities are out-sourced, we provide strict guidelines for these independent companies and their salespeople to follow. The approach is simple: contact non-subscribers with an introductory special home...
delivery offer at a discount, and explain that for each new subscription sold a small donation is made to a specified local charitable organization. This program has added up to nearly $500,000.00 to the [redacted] Home and over $350,000.00 to [redacted] Center over the years. It is not our intent to do business in a manner contrary to the above and to deliver our product to anyone who does not wish to receive it. Our records indicate that on 8/7/17 a subscription order was started in your name through an independent door-to-door contractor as part of an introductory promotion to benefit [redacted] Center. A verification call was made and a verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. Subsequently renewal invoices were to be sent before the end of the introductory offer in the hopes the reader gained an appreciation of our product during the initial home delivery term. We have made arrangements to stop all collections and all monies due have been written off your account. We sorry a misrepresentation was made or a miscommunication occurred where our verification procedures did not clarify the specifics of the offer. The Daily Herald apologizes for any inconvenience we have caused. We will also take immediate action with the sales contractor group to insure this does not happen again with anyone else. Thank you for taking action and letting us know of your experience so we in turn can take corrective measures. We hope at some time in the future you may consider us for your needs. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] * [redacted]
[redacted] [redacted] * [redacted] * [redacted] Tell us why here...
The Daily Herald apologizes that the wrong newspaper has been delivered to the customer. The customer has been called and offered a 2-week courtesy credit for the delivery errors. The customer insists on cancelling. Delivery will stop on Friday, 6/10, and a $20.00 refund check will...
be issued to the customer.The Daily Herald will alert the delivery company of the delivery errors. We are very sorry for any inconvenience caused to the customer, and hope sometime in the future we will be given another chance to delivery a paper correctly.
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.
Sincerely,
[redacted]
Mr. /Mrs. [redacted], we apologize for your experience with our sales contractor. Although our sales activities are out-sourced, we provide strict guidelines for these independent companies and their salespeople to follow. It is not our intent to do business in this manner and to deliver our product...
to anyone who does not wish to receive it. Our records indicate that on 9/3/16 a subscription order was started in your name through an independent door-to-door contractor as part of an introductory promotion to benefit Illinois Work Net Center’s Youth Job Program. Also your check made out to the Daily Herald for $25.00 was processed at that time. A verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. Also our records show you spoke with our Customer Call Center Manager Mary Ann [redacted] on 1/12/17 and arrangements were made to have your delivery stopped as of today, 1/13/17, and all monies due were written off your account. The Daily Herald apologizes for any inconvenience we have caused. We will also take immediate action with the sales contractor group to insure this does not happen again with anyone else. Thank you for taking action and letting us know of your experience so we in turn can take corrective measures. We hope at some time in the future you may consider us for your needs. Sincerely, Wayne S. [redacted] | New Business Manager - Circulation w[redacted]@dailyherald.com | [redacted] | fax 847.427.4793 Daily Herald | 155 E. Algonquin Road | Arlington Heights, IL 60005 www.dailyherald.com | Big Picture.Local Focus --------------------------------------------------------------------------------...⇄ Tell us why here...
We apologize, Ms. [redacted], for your experience with unwanted continued delivery of the Daily Herald. Our records indicate that on 8/26/16 a subscription order was started in your name through an independent door-to-door solicitor as part of an introductory promotion to benefit the Clearbrook...
Center. You paid $25.00 with check number 1848. A verification letter confirming the specifics of the promotion including cancellation procedures was mailed and should have been received. After the initial promotional period, 4 invoices were also mailed.Delivery has been stopped as of December 4. As a courtesy, the balance owed in the amount of $41.95 has been written off with no effect on your credit report. Your account is now closed with a zero balance. Our website does not accommodate payments on stopped accounts without speaking with a customer service representative. We apologize you were not contacted by Customer Service after attempting to make a payment. We are investigating as to why your inquiry was not handled. We are very sorry for any inconvenience you experienced with your Daily Herald subscription account.
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,
Jim [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: [redacted] CS Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dailyherald.com
In checking Mr. [redacted]'s account, delivery of the Daily Herald should have started on August 30, 2014. The Daily Herald Door...
to door solicitor received a $5.00 payment on August 26, 2014, for 20 weeks of delivery, which benefited the [redacted] Home, and paid for delivery from August 30, 2014, through January 16, 2015. A welcome letter confirming the specifics of the promotion was mailed at the end of August. Delivery continued until May 1, when the account was stopped for nonpayment. We apologize for any confusion on the subscription. All charges have been eliminated. [redacted] has been notified to stop all collections. The account is closed with a zero balance owed. There will be no negative effect on Mr. [redacted]'s credit. The Daily Herald is sorry for the inconvenience Mr. [redacted] experienced.
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dailyherald.com
Weekend package delivery of the Daily Herald was started on July 17 as a result of a telemarketer solicitation on July 14. The...
promotion was for 10 weeks of delivery on Fri/Sat/Sun, and the [redacted] charity benefited. Delivery is now scheduled to stop on Friday, August 14. The account is now closed with a zero balance. The Daily Herald does not report any customers to a credit bureau, so Mr. [redacted]'s credit score will not be affected. If Mr. [redacted] has received an invoice, please disregard it. The Daily Herald apologizes for any inconvenience to the customer.