Gatehouse Media Ohio Holdings II, Inc.

At  3:23 pm, [redacted], left the following voice mail message stating that her complaint had been handled to her satisfaction.

RE:  [redacted]         [redacted]         [redacted]
    Complaint #[redacted]  Please accept this as confirmation that we are in receipt of [redacted]’s rejection to our recent response and resolution to her Revdex.com complaint ([redacted]). Ms. [redacted]’s initial complaint was addressed to the best of our ability. She had requested her account be adjusted to show a paid through date of September 17, 2017, by crediting back the premium charges, for Sunday delivery only. She had also requested to be excluded from all Premium editions except the Thanksgiving Day paper. As noted in the original response these requests had already been processed on her account by the customer service agent she spoke with on 8-31-17.  While Ms. [redacted] had other suggestions regarding the invoices and billing, these are changes that are not something we can accommodate. The suggestions were forwarded to the proper departments for review which was stated in the response.  Ms. [redacted]’s rejection of the response resulted in the fact that she received billing invoices which did not show her new paid through date of 9-17-17, and that she received a Saturday paper premium edition on 9-8-17 that contained “Everyday Heroes” and an offer to subscribe to the magazine. She believed she should not have received this paper as she does not receive the Saturday paper and stated she had “Opted out of Premium Editions EXCEPT Thanksgiving edition.” We apologize for the misunderstanding, and would like to take the opportunity to further explain the resolution that was detailed in the previous response. When Ms. [redacted] spoke with customer service her account was noted with the request that she be excluded from the premium charges. It should have been explained to her that she would still receive these papers, but she would not be charged for them. We are sorry if that was not made clear to her. At this time, all home delivery subscribers receive these special editions and we are not able to eliminate her delivery of them. While charges are excluded, we ask the subscriber to simply enjoy the premium or pass them along to a friend. The company is working to stop delivery to those who wish to be excluded; however, this will not take effect until sometime in 2018 at the earliest. Therefore, at this time Ms. [redacted] will also receive the Thanksgiving Day newspaper as she requested.  We are sorry that Ms. [redacted] was upset that her invoice did not show the updated expiration date. However, we had confirmed her paid through date in our response.  We have responded to Ms. [redacted] and are hopeful that this has addressed her concerns. If we can be of further assistance please contact us.

12-4-
RE: Contract Disputes
Dear Ms
[redacted],
Please accept this as confirmation
that we are in receipt of your complaint to the Revdex.com
regarding your contract dispute that includes paper placement, and missed
deliveriesWe 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, and we apologize that we have
failed to do so
In reviewing your account it is
noted that you reported a missed delivery for 11-and 11-30, and a wet paper
complaint 11-You were credited for these papers at each, for a total
of $In addition, you were given a two –week credit on 12-for poor
delivery service issues on the weekend, for a total of This brings the total
of your credits to Prior to those dates, there were no complaints noted
on your account regarding missed delivery, or paper placement issues, since
January If Customer Service is not contacted each time a
paper is late or missed, then it does not get applied to your account and
is not dispatched out to our District Manager for resolution Realizing
that it is our job to get the paper to you in a timely manner, if we are not
aware of a problem in a specific area, we can't address it and fix it. By
you providing us with the information that you have, we are able to do just
that
Your account has been escalated
with our field team, which will generate detailed attention to your delivery
It is also noted that the District Manager has contacted you and given you his
direct number as you requestedThe delivery instructions have been changed to
"paper in slot under mailbox everyday" from "deliver to paper tube below
mailbox"We have also credited your account for 34.52, which when adding the credit
of already applied, brings you to a credit of three months serviceThis
would bring your new "paid through" date to 2-28- 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
Thank you
[redacted]Customer Relationship
Assistant
[redacted]
The Columbus Dispatch

We would request that complaint #[redacted], submitted by
[redacted] regarding an obituary placed in The Columbus Dispatch by O R
Woodyard Chapel, be closed.
 The nature of the complaint was column breaks within the
printed obituary for Mrs. [redacted] and the placement of...

house ads
for The Columbus Dispatch. We agree that we can review our internal procedures
as our protocol is to avoid breaks whenever possible. However, column breaks
are a natural part of the pagination process and newspaper printing. This
happens not only in obituaries, but throughout the newspaper. It does not
disrupt the sharing of information, as newspaper readers are accustomed to the
flow of text between columns in the newspaper. Because the complete obituary
does appear in print and online we will not offer a credit.
 We would be glad to create and offer keepsake laminated
copies of the obituary, without the text break, to the family free of charge.

Today, June 28,2015, I again am picking up the Advertiser that is on the ground. I have been picking this paper up every week since early last fall. IWe would be happy to accept this offer of stopping the delivery but as of today, delivery did happen. Thank you

We have been in contact with Mrs[redacted] and
provided
copies of the bills sent out and the payments madeWe also explained how the past
due balance occurred as a result of incomplete payments being made
In addition, to show the commitment to providing excellent
service to our subscribers, and to help alleviate some of the frustration she
endured, we credited the account for the amount owed and brought the account to
"0" balanceThis eliminates any further billing or collection and leaves the
account in good standing
Mrs[redacted] has my direct number and email should she have
any further questions
Thank you

April 8th, 2015
To Whom It May Concern:
In reply to the complaint received from [redacted]  #[redacted], 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,
[redacted]
The Columbus Dispatch
[redacted]
[email protected]

5-22-15
 
Dear Mr. [redacted],
 
Please accept this as confirmation of the phone call we had
yesterday, and the resolutions agreed upon, regarding the billing issues with
your account. We sincerely apologize for the delay in resolving this problem,
as well as the...

frustration this has caused you. It is our goal to provide our
customers with prompt and efficient service, which we failed to do. The
experience that you had is certainly not the way we intend to treat our
subscribers.
 
As stated on the phone, a refund check has been sent out to
you in the amount of $5.38. Following your call to our call center yesterday,
an additional refund check for the amount of $16.41 has been generated in our
system, and this will be mailed to you as well. This will bring your total
refund to $21.52 which was the amount you were charged for papers you never
received. In addition, your credit card was cancelled, and your service
terminated as requested.
 
Again, we are extremely sorry for the aggravation you had to
endure, and appreciate your giving us the opportunity to correct the matter.
Should you decide in the future you would like to re-subscribe, please know
that we will work with you to find the best package available.
 
If you have any additional questions or concerns, please
feel free to contact me directly either by email, or my direct line @ [redacted].
 
Thank you.

I am rejecting this response because: The funeral home made the immediate family book marks with the obituary and a picture of [redacted] on them. I would like to see how they notify people that the obituary can be disrupted by adds placed by The Dispatch. We have placed multiple obituaries in The Dispatch and never had this issue. If they properly notify people I will close this issue. Once again it's extremely disrespectful and if it happened to someone within that company I'm sure they would feel the same way.

July 2nd,
2015
To Whom It
May Concern:
In reply to
the complaint received from [redacted], the carrier has
been informed to not deliver to this consumer.  The District Manager contacted
the consumer and there was some confusion with the address/mailbox. We will
verify that there are no more deliveries at this address.

7-10-
Dear Mr[redacted]
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
When reviewing your account, it was noted that the original
complaint had been entered incorrectlyThis set off a series of errors, which
assisted in causing the delayTo ensure that you do not have to endure any
additional dissatisfaction we contacted the Assistant Distribution Manager of
your area, and alerted him of the problemsIt is our understanding from him,
that he spoke with you and has made arrangements to come to your home tomorrow
and assess what needs to be done We are confident that this matter can
be solved quickly for you
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 need further assistance, or have any additional
concerns, please feel free to contact me directly at [redacted]
Thank you

Please accept this as confirmation that we are in receipt
of your email sent to the Revdex.com regarding your
Billing/Collection issuesWe appreciate your contacting us, and would like to
apologize for any frustration or misunderstanding that has occurred
In
reviewing your account, you were a Sunday Only
subscriber in January at rate of $per month (3-month rate of 29.87)
On 4-13-14, your rate increased to $per monthWith regard to the price
change on your subscription, our system is such that rate increases are
generated automatically, much like the cable companies, phone, and internet
This price was reflected on your invoice, which resulted in your paying the 3-
month rate of $
We can certainly understand, however, that having been at
the rate of $for so long it was easy to overlook the increaseTo show our
continued commitment to working with our subscribers, at your request we have
credited your account for $and requested that this amount be refunded to
youWe are in the process of a vendor conversion so please allow up to 3-
weeks for your refund check to arriveIn addition, we have placed a price
change and frequency of delivery change on your accountThis will provide
delivery of both the Saturday and Sunday paper, for the rate of per month
This rate is guaranteed for six months, as it is a promotional rateIt is
possible that the rate will increase after that time
We hope that you are agreeable to thisWe appreciate the
opportunity to address your concerns, and should you have any further
questions, please feel free to contact me directly at either my email below, or
my direct number xxxxxxxxx
Thank you

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

2-1-
Dear Mr[redacted],
Please accept this as
confirmation that we are in receipt of
your complaint to the Revdex.com regarding your billing 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, and we apologize that
we have failed to do so
When reviewing your accounts, it is noted that your print
subscription was terminated at your request on 9-6-and at that time your
home delivery should have completely stoppedHowever, the agent who assisted
you with your request failed to stop your Electronic Edition which was ordered
12-16-as a separate accountSince a credit card was placed on file, and
auto-pay was selected, it continued to generate a monthly withdrawal of
from your card
We have stopped your Electronic Edition subscription
effective tomorrowIn addition, we have requested a refund be sent to you in
the amount of $Please allow business days for receipt
It is situations like this that allow us to work with our
agents by providing additional training to improve our customer serviceThank
you for allowing the Columbus Dispatch to work with you to resolve this
problem
If you have additional questions or concerns, please contact
me directly at either [redacted] or my direct line, [redacted]
[redacted]
Customer Relationship
Assistant
[redacted]
The Columbus Dispatch

We understand and truly sympathize with the situation and certainly value you as a subscriber.  I have responded back via email with additional information, but in a nutshell, as a gesture of good will to you as our valued subscriber, I have credited your account for the entire amount (27.96 previously credited for one month and remainder of 222.02 applied today).  As we apply this credit, please be aware that this amount of $249.98 was never billed by or paid to The Columbus Dispatch, [redacted] Services out of Oregon was the initiator.  We are not affiliated with nor do we conduct any type of business with [redacted] Services and have never received any payments from them.  Should you run across any questionable invoices or communication in the future, please give us a call for validation.  It has been a pleasure to be of assistance to you.

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

I have called Ms [redacted] and left my contact information and asked that she return my call.I have also communicated with the Distribution Center manager and the District manager the importance of ensuring that the contractor follow the terms of the contract and no deliver to residents who have...

requested no delivery.The DM will manage the Independent Contractor contract and will breach or terminate the Independent Contractor if necessary.

From: [redacted] Sent: Saturday, September 23, 2017 8:51 PMTo: Revdex.com; [email protected]: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted]Hello. I am not sure what is going on. Your message went to my other folder and I am just now seeing it. Yes, The Bag has been coming pretty regularly. One week it came to just me in the neighborhood. But I think the company is working on it. The problem is that it keeps happening. It may be delivered for a month or two and then we are back at the same problem. I was hoping that this would fix the problem completely. Thanks.[redacted]

I appreciate what you have done regarding Complaint ID#[redacted] between Wilkes & the Columbus Dispatch.However, it seems one month "free" service is not much for $249.98. (This means I'm still taking a hit for a little over $200.00  We were married in April 1959 and have taken the Dispatch daily & Sunday paper all this time (nearly 56 years.  Part of this time we paid for the paper in advance 6 mo to 1 yr.  I am nearly 79 years old and my family (since I was a kid) has always subscribed to the Dispatch.  I know I'm probably beating a dead horse, but I would think an organization the size of "Wolfe" could do a little better.

Revdex.com -ON 19 Aug 15 one Debby H. from the Dispatch called me & said it would be about 30 days for me to get the check for $104.00. They also offered me a promotional rate for delivery of the Dispatch - I will advise you when I recieve the $104.00 check, which for me, will close my complaint! I appreciate & "thank you" for all you have done to resolve this complaint! If the check does not arrive by 19 Sep I will contact Debby!