We apologize that this complaint was not reviewed and responded to sooner, due to an old email address that is no longer being maintained. To avoid future delays, we have recently updated our contact email for Revdex.com complaints with [redacted] at the Revdex.com on 1/14/16. Here is the response from The...
Facts Media concerning the referenced complaint: RE: Case #[redacted] and [redacted], LLC Movie Facts has recently received a copy of the above referenced complaint and would like to respond at this time. Movie Facts is an advertising company which publishes a monthly brochure distributed at the box office, concession area and/or lobby of theatres nationwide. Since all of our sales are done via a professional telemarketing staff, we have a non-commissioned representative contact each customer after the sale to confirm the terms and conditions of our advertising agreements. We do not have signed contracts, so in order to maintain quality control over the verification, with the customer’s permission, we audio record this call for future reference as necessary. This verification call includes a description of Movie Facts as a tri-fold brochure distributed through a stand at the theatre, ad copy, cost, ad start month, minimum run for the ad and cancellation policy. The customer is also asked if there is anything that the sales rep mentioned that they have not covered. They are also given their Cancel By date, a Toll Free phone number and the name of a Customer Service rep who can help them should they have questions later on. . Ms. [redacted]’s complaint states the brochures are “not in an accessible area.” When Ms. [redacted] first raised this issue in the third month of print, on September 21st, our customer service representative explained that a recent survey of the theatre done in August indicated the brochures were available in 2 different places, both at the guest services table and on the concession counter, which is a heavy traffic area. Ms. [redacted]’s complaint also states that she was “given the impression I was also going to be one of the advertisers on screen prior to the movie showing.” This complaint was first raised by the customer at the end for her fourth month of advertising, on 10/30/15. At that time, the supervisor offered to play taped verification for the customer, but Ms. [redacted] declined, asking to have the recording forwarded to her instead. Since there is an administrative cost involved to forward the recording, the supervisor suggested a second time that she listen over the phone to the verification at no cost, as that may clear up any confusion. Ms. [redacted] said she would not be able to listen to it and requested we send an invoice for the tape fee. The requested invoice for the tape was mailed on 11/2/15, along with a copy of her outstanding invoices. Ms.[redacted] did not respond to or pay the invoice, nor did she call to listen to the tape at a more convenient time. During the Verification call for her ad, [redacted] (aka Betsy) was clearly told that her “black and white, business card sized ad, is not onscreen but will appear in a tri-fold publication that’s available for moviegoers to pickup from a display stand, free of charge in the lobby of the [redacted] Cinema.” There was no misrepresentation, it was clearly stated she would not be on screen, and clearly stated that guides would be in a stand in the lobby, which is what was provided (This tape is available for review by both Ms. [redacted] and the Revdex.com.) Regarding her complaint about exclusive presence, we do offer our customers exclusivity within the brochure for their specific type of business. Ms. [redacted] was told she would be the only [redacted] studio for as long as her ad is in the guide. During the 4 month commitment during which her ad appeared (July through October 2015), [redacted] and [redacted] was the only [redacted] studio in the brochure. Our customer service representatives have made additional attempts to contact Ms. [redacted] to make payment arrangements and play the tape for her, as recently as this week. We are eager to resolve the situation with this customer. We ask the assistance of the Revdex.com to help us get in touch with her and reach an equitable resolution. Sincerely, [redacted] The Facts Media
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]
We apologize that this complaint was not reviewed and responded to sooner, due to an old email address that is no longer being maintained. To avoid future delays, we have recently updated our contact email for Revdex.com complaints with [redacted] at the Revdex.com on 1/14/16. Here is the response from The...
Facts Media concerning the referenced complaint: RE: Case #[redacted] and [redacted], LLC Movie Facts has recently received a copy of the above referenced complaint and would like to respond at this time. Movie Facts is an advertising company which publishes a monthly brochure distributed at the box office, concession area and/or lobby of theatres nationwide. Since all of our sales are done via a professional telemarketing staff, we have a non-commissioned representative contact each customer after the sale to confirm the terms and conditions of our advertising agreements. We do not have signed contracts, so in order to maintain quality control over the verification, with the customer’s permission, we audio record this call for future reference as necessary. This verification call includes a description of Movie Facts as a tri-fold brochure distributed through a stand at the theatre, ad copy, cost, ad start month, minimum run for the ad and cancellation policy. The customer is also asked if there is anything that the sales rep mentioned that they have not covered. They are also given their Cancel By date, a Toll Free phone number and the name of a Customer Service rep who can help them should they have questions later on. . Ms. [redacted]’s complaint states the brochures are “not in an accessible area.” When Ms. [redacted] first raised this issue in the third month of print, on September 21st, our customer service representative explained that a recent survey of the theatre done in August indicated the brochures were available in 2 different places, both at the guest services table and on the concession counter, which is a heavy traffic area. Ms. [redacted]’s complaint also states that she was “given the impression I was also going to be one of the advertisers on screen prior to the movie showing.” This complaint was first raised by the customer at the end for her fourth month of advertising, on 10/30/15. At that time, the supervisor offered to play taped verification for the customer, but Ms. [redacted] declined, asking to have the recording forwarded to her instead. Since there is an administrative cost involved to forward the recording, the supervisor suggested a second time that she listen over the phone to the verification at no cost, as that may clear up any confusion. Ms. [redacted] said she would not be able to listen to it and requested we send an invoice for the tape fee. The requested invoice for the tape was mailed on 11/2/15, along with a copy of her outstanding invoices. Ms.[redacted] did not respond to or pay the invoice, nor did she call to listen to the tape at a more convenient time. During the Verification call for her ad, [redacted] (aka Betsy) was clearly told that her “black and white, business card sized ad, is not onscreen but will appear in a tri-fold publication that’s available for moviegoers to pickup from a display stand, free of charge in the lobby of the [redacted] Cinema.” There was no misrepresentation, it was clearly stated she would not be on screen, and clearly stated that guides would be in a stand in the lobby, which is what was provided (This tape is available for review by both Ms. [redacted] and the Revdex.com.) Regarding her complaint about exclusive presence, we do offer our customers exclusivity within the brochure for their specific type of business. Ms. [redacted] was told she would be the only [redacted] studio for as long as her ad is in the guide. During the 4 month commitment during which her ad appeared (July through October 2015), [redacted] and [redacted] was the only [redacted] studio in the brochure. Our customer service representatives have made additional attempts to contact Ms. [redacted] to make payment arrangements and play the tape for her, as recently as this week. We are eager to resolve the situation with this customer. We ask the assistance of the Revdex.com to help us get in touch with her and reach an equitable resolution. Sincerely, [redacted] The Facts Media
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]