Gatehouse Media Ohio Holdings II, Inc.

1-24-
Dear
Ms***,
Please
accept this as confirmation
that we are in receipt of your complaint to the Revdex.com
regarding your delivery issuesThere are times that there are circumstances
beyond our control, such as production issues or weather conditions that can
cause a delay in deliveryWhen everything runs as it should, the guaranteed
delivery time is 6:a.mMonday through Friday, and 8:a.mSaturday and
SundayI apologize that we have not been able to meet these deadlines
continuously resulting in this very frustrating, inconvenient situation for
you.
In reviewing your account, it is
evident that you have experienced ongoing delivery problems with missed, late,
or incomplete papersIt is our job to get a complete paper to you in a timely
manner and we have failed to do that
Your account has been escalated
with our field team, which will generate detailed attention to your delivery
In addition, your account has been credited for two weeks of service which will
bring your “paid through” date to March 12, I know this doesn’t alleviate
the frustration or aggravation that you have had to endure, but will hopefully
show our commitment to resolving the delivery issues at handIt is our goal to
provide excellent service, and we are extremely sorry that we have not reached
our goalWe are confident that we can improve the delivery and appreciate your
patience and understanding as we work to resolve these issues for you, I assure
you that we are better than we have shown
If you have any further questions
or concerns, you are welcome to email me at *** or call my direct line which is ***
Thank you

At this time we are unable to offer the solution that Ms
Hardin has suggestedWhile we understand the disappointment in how the
obituary appeared, we do not believe that offering a warning would be warranted
when this is such a common occurrence in the layout of print publications
Because of the sensitive nature of obituaries, we do have guidelines in place
to limit breaks and be as respectful as possibleHowever, they are sometimes
unavoidableBy the nature of our business model, we speak most often with
representatives from the funeral homes, and less frequently with family members
themselvesAnd it is our belief that readers and funeral homes understand and
accept the possibility of breaks and adjustments made during the layout
processWhile Ms*** has rejected our initial resolution, we will still
make arrangements for the laminated obituaries to be sent to the family, as
they have already been prepared

11-20-
Dear Ms ***
Please accept this as
confirmation that we are in receipt of
your complaint to the Revdex.com regarding your delivery and refund
issuesWe sincerely apologize for the frustration this has caused you, and any
misunderstandings that have occurredIt is our goal to provide our customers
with prompt and efficient service, which we failed to do with both the
newspaper delivery, and the refund requestThe experience that you had is
certainly not the way we intend to treat our subscribers
When reviewing your account, it was noted that you had
purchased your subscription through a Groupon offerNormally all refund
inquiries are handled by Groupon at *** or by calling 1-***This information is provided when you place
your orderWhen the order is entered, a “no refund” is generated
in our system, as the refunds go through GrouponUnfortunately, when you spoke
with the agents regarding your cancellation, this information was not provided
to you and incorrect entries were placed on your accountAlthough a refund
request was made, the system would not allow it to process
To ensure that you do not have to endure any additional
dissatisfaction, we will correspond with Groupon on your behalf, and have
credited your account to bring your refund to the full that you
originally paidOur Business Office has generated a refund, and a check for
this amount will be sent to you in the mailThis check should be sent out no
later than tomorrow
It is this type of situation that you experienced that
gives us the opportunity to work with our agents by providing additional
training to improve our customer serviceWe appreciate your alerting us to
this matter, and again apologize for the inconvenience that it causedShould
you decide in the future you would like to subscribe again, we will be happy to
assist you in finding the best package that works for you
If you have additional questions or concerns, please contact
me directly at either *** or my direct line, ***
Thank you
*** ***
Customer Relationship
Assistant***
The Columbus Dispatch

This is to confirm consent for Revdex.com to publish the details of the above complaint, as requested by emailThe issue was completed to our satisfaction

Please accept this as confirmation
that we are in
receipt of your complaint made to the Revdex.com
regarding a billing issue with our company
In reviewing your account, it is
noted that you contacted the Columbus Dispatch on January 6, and indicated
that you had sent in a check for $on October 10, This payment was
not entered on your account On 1-20-15, your bank faxed over a
copy of the cancelled check to our Financial Specialist, *** ***At that
time, it was discovered that the payment in question had not been received or
cashed by the Columbus DispatchIt had been requested by, sent to, and cashed
by *** *** Services which is in no way affiliated with the Columbus
Dispatch. As a sign of good faith on our part and to let you know we
commiserate with you in this situation, we have credited your account for one
month of free service as you work this out with *** *** Services.
(Their contact information as we have been able to find is at the end of the
email.)
A little background on *** *** Service - In October
we began to receive calls from subscribers regarding a “Renewal Notice/New
Subscription” letter being sent to Columbus area residents by *** ***
Service out of Oregon. We have no affiliation or association of any kind
with this company nor do we send offers like this out in the market. At
the time we were notified of this fraudulent activity by *** ***
Services, we posted a front end message on our automated telephone line, and
advised all customer service agents to let any subscribers who called in know
that the only valid notices they would receive in the mail would be sent by the
Columbus DispatchUnfortunately, we had no way of knowing how many of these
were sent out or who may have received themThe agents were also given a
listing of *** *** Service contact information to give to any
subscriber who wanted to make a complaint to the Revdex.com or Attorney General’s
Office. In addition, the Columbus Dispatch ran an article 10-3-notifying our readers of the “scam”The
solicitations appear to have been random as they were sent to residents who are
both subscribers and non-subscribers.
Our legal team has filed for and received a cease and desist order against this
company to hopefully prevent this from occurring in Columbus in the future
Unfortunately,
your check was received and cashed by this fraudulent company and we are unable
to credit that amount to your accountWe realize this is a frustrating and
aggravating situation, but unfortunately have no control over this other
companies’ activities. In researching this company and reviewing the
examples of their communication to residents, the information to contact them
is below:
###-###-####
*** *** Service
RPS
PO Box ***
White City, Oregon
This company is also listed in the
Revdex.com and Ohio Attorney General’s Office as Publisher Payment Processing and
other random names.
If we may be of further
assistance, please let me know
Thank you

December 18,
To Whom It May Concern:
In reply to the complaint received from *** * *** #***TheBag has been delivered to the consumer and he has been contacted by the District ManagerThe carrier has been informed to deliver weekly. This will be verified for the next few
weeks
Sincerely,
*** ***
The Columbus Dispatch
***
***

I have reviewed the response made by the business in reference to complaint ID *** I am willing to work with the Dispatch on this problemI do appreciate the two weeks of free paper, but would have been just as happy if the problem could just be resolvedAs a side note I did not receive a paper today because of the weather

April 8th,
To Whom It May Concern:
In reply to the complaint received from *** *** *** #***, the carrier has been informed to not deliver to this consumer. We did not contact the consumer and will verify no delivery for the next few weeks
Sincerely,
***
***
The Columbus Dispatch
***
[email protected]

5-6-
Dear Mr
***
Please accept this as confirmation that we are in receipt of
your complaint to the Revdex.com regarding your service issuesWe
sincerely apologize for the delay in resolving this problem, as well as the
frustration this has caused youIt is our goal to provide our customers with
prompt and efficient service, which we failed to doThe experience that you
had is certainly not the way we intend to treat our subscribers
To ensure that you do not have to endure any additional dissatisfaction,
we have credited your account for $21.45, the estimated replacement cost of the
damaged decorationThis will generate a refund through our Business Office and
a check for this amount will be sent to you in the mail
We appreciate your alerting us to this matterIt is this
type of situation that gives us the opportunity to improve our services, and
provide our subscribers the excellent service they deserve
Should you decide in the future you would like to subscribe
again, we will be happy to assist you in finding the best package that works
for you
Thank you.

December 17th,
To Whom It May Concern:
In reply to the complaint received from *** ** *** # ***, a ‘do not deliver’ request has been added to this address in our system and the carrier has been informed to not deliver anything to this consumer. We will verify no delivery
for the next few weeks
Sincerely,
*** ***
The Columbus Dispatch
***
***

December 3rd,
To Whom It May Concern:
In reply to the complaint received from *** *** ***, the carrier has been informed not to deliver to this consumer. We will contact the consumer to follow up and will verify no delivery for the next
few weeks
Sincerely,
*** ***
The Columbus Dispatch
***
***

January 23rd,
To Whom It May Concern:
In reply to the complaint received from *** *** *** The carrier has been informed to never deliver to this consumer again and previous deliveries have been cleaned upWe did contact the consumer and will verify no
delivery for the next few weeks
Sincerely,
*** ***
The Columbus Dispatch
***
***

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I am rejecting this response because:Attached copy of photo of Dispatch I received on Saturday, September 8, 2017 with a magazine in it titled "Everyday Heroes."  This Everyday Heroes edition was offering people the chance to subscribe to this magazine.  However, since I don't take the Saturday paper, and I Opted Out of Premium Editions EXCEPT Thanksgiving edition, I should not have received this paper.  This is an example of what The Columbus Dispatch has been doing.  There is a disconnect between people wanting Premium Editions and people not wanting them.  However, as I mentioned previously, people don't have any control over what they can and cannot get when it was owned by the Wolfe Family.  This change has only been since the new company bought out the Dispatch.Also, even after speaking with Manny on 8-22-17 and Orlando on 8-31-17, I still received a bill showing Paid Thru Date of 9/9/17 NOT 9/17/17.  Please see attached photo of last bill I paid on 6-28-17 showing on back of bill about charge for Premium Editions and then note attached photo of back of bill with Paid Thru Date of 9-9-17 where without further notice cost of Premium Editions increased again.  From speaking with other neighbors, a lot of people don't even look on the back of the bill and one of my neighbor's ended up owing a considerable amount of money over her regular monthly price for the daily paper.My solution to this problem is I don't want to receive any papers other than the Sunday paper as indicated on my bills (and if it's a Premium edition for whatever reason the Dispatch decides to make it that by adding something to it) then I will not owe over and above what I pay for my weekly Sunday paper, and also, I want the Thanksgiving paper as I have always gotten in years past.  I think the Dispatch owes it to their long time customers to be able to provide the Thanksgiving paper as a Thank You for taking the paper.  This was how it always was and most of the ads in this edition because it's the biggest holiday starting off the Christmas season, many advertisers already pay for those ads which are in it.  If other holiday papers, such as July 4th, Memorial Day, etc. are considered Premium editions, then I want Opted Out.  As I stated previously, if they had reached out to people and allowed them to choose what paper(s) they wish to receive this wouldn't have become such an issue.  What happened with my neighbor was the Dispatch stopped her paper suddenly because she was behind on her account because of these "so-called Premium editions" which because it was in such fine print on the back of the bill she didn't notice it and she owed a fair amount of back money because of this.  In conclusion, if the carrier is going to deliver Premium editions and someone has Opted Out, then the customer shouldn't have to have that added on to their normal bill amount or shorten their subscription length.  While I understand some people may not mind this, I do because I'm on a fixed income and lastly, as most businesses do, you only get billed for what you receive or subscribe to not something that some unknown person thought would be a good idea to add to the Dispatch and then in fine print on back keep changing the cost, not giving enough detail as to what makes up Premium editions, etc.Regards,
[redacted]

8-12-
Dear Ms[redacted]
Please accept this email as confirmation that we are in
receipt of your complaint to Revdex.com concerning the selling
practices of the Columbus DispatchWe are very sorry for the frustration you
have had to endure by receiving
unwanted, unsolicited phone calls asking you to
subscribe to our newspaperThis is not how we intend to treat our customers,
and again apologize for the inconvenience this has caused you
When reviewing your account, it was noted that there is no
phone number associated with it; only an email addressWe will be happy to
place the phone number you are receiving these calls on, on our Do Not Call
list immediately, if you will send it to usWould it be possible to either
e-mail me with the phone number in question, or call me personally at XXX-XXX-XXXX? If I am not available, anyone who takes the
call will be able to assist you
We appreciate your contacting us and making us aware of this
problemWe thank you for your patience as we work to resolve this
Thank you

Please accept this as confirmation that we are in
receipt of
your complaint to the Revdex.com regarding your delivery issuesThere are times that there are circumstances beyond our
control, such as production issues or weather conditions, that can cause a
delay in deliveryWhen everything runs as it should, the guaranteed delivery
time is 6:a.mMonday through Friday, and 8:a.mSaturday and Sunday
I apologize that we have not been able to meet these deadlines
continuously resulting
in this very frustrating, inconvenient situation for you and the other
residents of your facility.
Your account has been escalated with our field team, which
will generate detailed attention to your deliveryWe
have credited your account for as requested, which will bring your "paid
through" date to 11-27-14 . I know this doesn't alleviate the
frustration or aggravation that you have had to endure, but will hopefully show
our commitment to resolving the delivery issues at handIt is our goal
to provide excellent service, and we are extremely sorry that we have not
reached our goalWe are confident that we can improve the delivery and
appreciate your patience and understanding as we work to resolve these issues
for you, I assure you that we are better than we have shown. If any other
residents have been impacted by the late delivery, they are welcome to contact
me and I will assist them in getting their account properly noted and apply any
credits needed
If you have any further questions you can contact me
directly at [redacted] or [redacted] and I will be happy to assist you

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for your help in the resolution of this matter.  I will gladly accept the Premium editions or if I know someone else who can use any of the inserts contained in them other than myself, I will give them to another person or put them in the Clubhouse where I reside.  I do hope that they will come up with a solution so people who have been long time customers can and do receive the Thanksgiving paper each and every year even in 2018 and beyond because as I mentioned, this paper is very, very important to many customers especially due to it being the paper with all the ads kicking off the Christmas holiday season.  I would even be willing to pay for this edition as well as my Sunday only paper.  Again, I think they should come up with a way to change their computer system program to reflect billing for Premium editions such as the Thanksgiving paper.  If not, then I can always work out some other type of arrangement so as to receive it and extend my Sunday only paper by paying for one more Premium edition in order to get the Thanksgiving Day paper.    Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.

12-24-
Dear Mr. [redacted]
Please
accept this as confirmation
that we are in receipt of your complaint to the Revdex.com
regarding the contract disputeWe apologize for any misunderstandings that
have occurred, and the inconvenience you have experienced
When reviewing your account it was
noted that you did subscribe for full delivery, and paid a month in advance
which brought your paid through date to 9-12-To ensure our subscribers
don't miss their daily newspaper, even if a bill or payment has been overlooked
by mistake or crossed in the mail, we do extend a grace period of days
Unless is has been specifically noted on an account to stop the
subscription at the expiration date, it is our policy to extend the grace
period which is noted on the billing invoices we send out prior to the paid
through date. The invoice states: "Accounts in good standing may see
delivery and billing continue for a period of time past the renewal date unless
you contact customer service at 877-7DISPATCH" Most companies, such as
magazines, cable or telephone providers, extend this same courtesy so customers
do not see an interruption in service
We sincerely apologize for the
aggravation and frustration caused by this situation and completely understand
that we do have subscribers who choose not to continue service with us.
Of course, we will be happy to remove the balance of from your account
This will bring your account balance to "0"
We hope this is agreeable to you,
and should you decide to subscribe again in the future, please contact us and
we will be happy to assist you in finding the best package available to fit
your needsShould you have any further questions or concerns, please contact
me directly at [redacted] or my direct line which is [redacted]
Thank you

complaint #[redacted] Resolved       [redacted]   Mon, 08/21/17 12:22 pm     Hi The Media group has now resolved the complaint by sending me a corrected...

billing. -- Thanks, [redacted]