Forum Communications Company

This is my response to the compliant from [redacted] ; Customer Started her subscription on 6-29-using our online subscription page.On July 5th according to her complaint called us to report her paper was stolen, we redelivered a paper to herShe lives in an apartment where other customers have also reported papers being stolen.On July 24th she called again saying the paper was incompleteWhen the papers are Monday - Saturday it is 100% always a section paper and all sections are printed together in the same run and come off the press that way, so that is not possible since the 24th was a MondayOn August 1st she again called and said she was missed, and we delivered her another paperWhen the carrier go into apartments they take the exact number of papers they need to deliverSome apartments the papers are left in the lobby with the apartment number written on the top, some are taken to the apartment door and dropped thereIn either case we have major theft issuesShe is in Apartment #***.On August 2nd, she called again saying she was missedWe again redeliveredWe also talked to the carrier and he said he left one and has had major problems at this building with people taking papers that didn't belong to them.On August 6th, she called again and said she was missedWe again redeliveredAt this time she also asked to have the paper brought to a side door on the parking lot side of the building and wanted us to ring the buzzerOur carrier is delivering between 3am and 4:30amWhen told this she asked if it could be later, The carriers can't change how they deliver like this, and because they are contracted they set the delivery order.On August 13th she called again saying she was missed, and we brought her another paper.On August 30th she called to stopOur refund policy is on the site under FAQ and it explains that no refunds are given on EZ Pay subscriptionsBecause she did receive all of the papers, we should be able to charge her for those papersThe fact that at least one she described to us as stolen and we have others in the building who have also told us that, we cannot be responsible past the point of delivery in apartmentsWe are not trying to be cold, but customers should also except some responsibility for delivery issues after the papers are dropped off by the carrier, and in this case we took out a second paper on every complaint at our cost that we know she received and we should not have to refund because of thatShe received the papers

Initial Business Response /* (1000, 5, 2016/02/09) */
Customer was contacted to review the complaintThe original refund amount was generated based on the time of the subscription start until the time of the cancellationSince the customer states that no delivery was ever made, we have agreed
to credit and refund the difference requested of $
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */

This is my response to the compliant from [redacted]; Customer Started her subscription on 6-29-17 using our online subscription page.On July 5th according to her complaint called us to report her paper was stolen, we redelivered a paper to her. She lives in an apartment where other customers...

have also reported papers being stolen.On July 24th she called again saying the paper was incomplete. When the papers are Monday - Saturday it is 100% always a 4 section paper and all 4 sections are printed together in the same run and come off the press that way, so that is not possible since the 24th was a Monday. On August 1st she again called and said she was missed, and we delivered her another paper. When the carrier go into apartments they take the exact number of papers they need to deliver. Some apartments the papers are left in the lobby with the apartment number written on the top, some are taken to the apartment door and dropped there. In either case we have major theft issues. She is in Apartment #[redacted].On August 2nd, she called again saying she was missed. We again redelivered. We also talked to the carrier and he said he left one and has had major problems at this building with people taking papers that didn't belong to them.On August 6th, she called again and said she was missed. We again redelivered. At this time she also asked to have the paper brought to a side door on the parking lot side of the building and wanted us to ring the buzzer. Our carrier is delivering between 3am and 4:30am. When told this she asked if it could be later, The carriers can't change how they deliver like this, and because they are contracted they set the delivery order.On August 13th she called again saying she was missed, and we brought her another paper.On August 30th she called to stop. Our refund policy is on the site under FAQ and it explains that no refunds are given on EZ Pay subscriptions. Because she did receive all of the papers, we should be able to charge her for those papers. The fact that at least one she described to us as stolen and we have others in the building who have also told us that, we cannot be responsible past the point of delivery in apartments. We are not trying to be cold, but customers should also except some responsibility for delivery issues after the papers are dropped off by the carrier, and in this case we took out a second paper on every complaint at our cost that we know she received and we should not have to refund because of that. She received the papers.