Hibu, Inc

Dear ***:
"MARGIN: 0in 0in 10pt" class="MsoNormal">This will confirm receipt of the customer letter dated November 5, regarding the advertising concern for *** ***, Account Name: *** *** *** ***., Account Number: ***/**, Revdex.com complaint ***
I have researched the call tracking on the customers Search program and the calls completed is calls in the past daysThis is an average of calls per monthIn the past days they have also received visitors to their website (being unique) & 41.6% is coming from ***.com aloneWe have determined the Search program is performing very well(This report is included as an attachment.)
*** *** has been advised that both Display and Search Standard are eligible to cancel since the November 1st invoice was the 6th invoiceIf she wishes to cancel these programs, *** *** will need to forward an email to ***@hibu.com prior to the Thanksgiving holiday advising them that she wishes to cancel these programs and they can cancel by Monday November 30th
I took *** *** request to cancel the website during our call Nov 16th, The cancellation request is in progress
The domain name was successfully released to *** *** Nov 16th,
Framework of the site cannot be released but screen shots of the website have been emailed to the *** *** this morning
For the claiming on the account, *** is an email verificationThe *** is a phone verificationPlease have the Customer call our Wave Team at ###-###-#### to get *** & *** verified*** was an existing listing already verified onlinehttps://plus.***com/***2***22/aboutOur Wave Team has submitted a request for *** to update the website URLThis takes *** to days to review before publishingFor this concern the customer has accepted a one- time adjustment for $This is a 100% adjustment based on the cost of the website and it’s add on products which have billed the past months
During my review, I also found the customer was billing $90/month for two Net Gold placement ads appearing on Yellowbook.com. These product have been auto renewing for the past monthsPer the customer’s request, Nov 16th, 2015, these products have been expiredFor this concern *** *** has accepted a one-time adjustment of $This is a 100% adjustment based on the cost the customer has billed for these products over the past months
In total *** *** has agreed to settle with a time adjustment for $This full amount is being refunded back to the very same account that was used to take paymentPlease keep in mind that this refund will probably be deposited back in two payments totaling the $
I am including content directly from the terms and conditions of the authorized agreement to answer to some of the questions
Changes to the Services or the Terms
(a) We may make changes to the Terms from time to timeIf we change the Terms, we will let you know, either by email or when you next log in to the Services
(b) We are always working to improve the Services and may change the Services or stop providing parts of the Services from time to timeThis may be for a number of reasons, for example where changes are necessary because of a change in Laws or are desirable to keep up with developments in technology, or where things happen that make it unwise or difficult to continue to provide a Service in its current formIn the unlikely event that we think that the change is likely to have a serious detrimental effect on you or the business you represent, we will tell you about the change either by email or when you next log into the Services
(c) When we notify you of a change to the Terms or the Services, the change will take effect not until at least days after the date we notified you of the changeIf you are not happy with the change, you can cancel the Services by following the procedure in paragraph 21(a)If you don’t cancel the Services, we will assume that you are happy with the change
Fees and Monthly Budgets
(a) For all Services we will charge you by way of Fees or a Monthly BudgetThe Service Pricing for each Service confirms how we charge for that ServiceFees and Monthly Budgets will be chargeable from the Start Date
(b) We may use your information to obtain credit reports about you from time to time and you agree we can do thisThis may include us passing your Personal Data, including your payment details, to credit reference agencies and these agencies may keep a record of any search that they carry out on our behalf
(c) Fees
(i) The Fees will be as quoted in the Service Pricing from time to time in the applicable currencyWe may change the Fees for the Services from time to timeWe will notify you of any changes to the Fees either by email or when you next log in to the Services
(ii) The Service Pricing will explain whether the Fees that you are to pay for the Services are one-off Fees, recurring Fees (for example, monthly, annual, etc.), transaction-based service Fees or some other kind of fees
(iii) The Fees for a Service exclude all applicable sales taxes and other taxes which will be added on to the Fees
(d) Monthly Budget
(i) The Monthly Budget includes our charges for the Services
(ii) We will try to provide Services up to but not more than the value of your Monthly Budget in any Service MonthWhere there is any Monthly Budget left at the end of a Service Month, we will automatically roll this over into the next Service Month
(iii) If a Service is charged on a cost-per-click (“CPC”) or cost-per-thousand-impressions (“CPM”) basis, the number of clicks or impressions shall be exclusively calculated by usUnless there is an obvious mistake on our part, you acknowledge and agree that click and impression statistics provided by us are the official, definitive measurement of activity and that no other measurements or usage statistics (including those of a third party or your own) will be accepted by usWe will try to meet any CPC or CPM targets listed in the Service Description, but you agree that these are only targets and are not guaranteed
(iv) The Monthly Budget for a Service excludes all applicable sales taxes and other taxes which will be added on to the Monthly Budget
Your Use of the Services
How you may use the Services
(a) You and any employees, agents or contractors who you authorize, are allowed to access and use the Services for your normal, internal, business activities for the term of the AgreementPlease note that you are not allowed to resell the Services or give them away or to transfer your rights or any Agreement to a third party
(b) You are responsible for arranging your online access to the Services and for paying any relevant fees, for example, to your broadband supplierYou are also responsible for having all the necessary equipment for accessing the Service
(c) You will provide us with Your Content and Your Data when we request it
(d) You will only use the Services in compliance with applicable Laws and you agree not to ask a third party to do anything on your behalf that does not comply with applicable LawsThis will include complying with all Laws that apply to your business, any local Laws that apply in the countries in which you access and use the Services, and any Laws relating to the marketing, advertising or sale of the goods and services you offer (and in particular any Laws relating to online marketing, advertising or sales)
(e) If a Service relies on third parties, for example ***™ or ***™, you may be required to comply with that third party’s rules or guidelines when you use that ServiceFor Services that include email and mailbox features, you must comply with the “Open SRS Acceptable Use Policy for Email”
(f) If we think your use of the Services is excessive, we will tell youIf you don’t reduce your usage, we may suspend or cancel your access to the ServicesWe may also set limits on your use of the Services, for example, a maximum number or maximum size of emails sent or received over the Service
(g) You will meet all written security or network access requirements that we provide to and you will not disclose any passwords or access codes that we give you, except where this is needed for your authorized employees, agents and contractors to access and use the Services on your behalf and you are responsible for actions taken when your logon details are used
(h) You will notify us immediately if you become aware of any unauthorized use of passwords or access codes that we give you or any other breach of security that could affect us or the Services
(i) You are responsible for the remittance, calculation and collection of Your TaxesYou acknowledge that we have no responsibility for Your Taxes and we recommend that you seek independent advice from a tax professional
(j) You understand and agree that we do not, in any circumstances, approve or endorse any product or service that you may market or sell through your use of the Services or Your Content
(k) Where the Services require action by you, for example to carry out file clearing or maintenance, you will do what’s needed for the upkeep of these Services
(l) You are responsible for all use of the Services by you and your employees, agents and contractorsWe will not, in any circumstances, be liable to you or any third party for any damage that is caused, or any loss that is suffered, as a result of the use of the Services by you or your employees, agents and contractors
(m) We may provide the users of our Services with tools which allow them to rate you or the goods and services that you provide through your use of the Services, to provide feedback or to ask you questionsWe may make these ratings, feedback, questions and answers publicly available
(n) We are entitled to sign you out of the Services if you are inactive for an extended period of time and to modify your user settings without notice
Data and Privacy
(a) You will own all rights in Your Data and you are solely responsible for ensuring the legality, reliability, integrity, accuracy and quality of Your Data
(b) You will make sure that all use of the Services by you, or your employees, agents and contractors, will meet all relevant data protection and privacy Laws
(c) We are the sole owners of all rights in Our Data and we may use it at our discretion and without restriction, including after cancellation of any or all of the ServicesYou must not: (i) disclose any of Our Data to anyone; or (ii) use any of Our Data for any marketing or promotional purposes or in any way that is inconsistent with our Privacy Policy or applicable Laws
Our Liability to You
(a) There is no limit under the Agreement to what we or any of Our Representatives will be liable for if we have committed fraud or if someone dies or is injured because of something we have or have not done
(b) Except for the matters set out in paragraph 20(a), neither we nor any of Our Representatives will, in any circumstances, be responsible for any:
(i) loss of profits, sales, business, or revenue;
(ii) loss, or corruption of data, information or software or loss of use of information;
(iii) loss of business opportunity;
(iv) loss of savings you expected to make;
(v) loss of goodwill; or
(vi) loss or damage that you and we would not have thought likely at the time the Agreement was formed
(c) If we do not keep to these Terms, we will only be responsible for losses you have suffered which you and we would have thought likely at the time the Agreement was formedWe are not responsible for any other loss that you suffer, whether that loss is caused because we have not kept to our obligations under the Agreement, because of something we have done or not done, because we have made defamatory statements or otherwise as a result of:
(i) you using or relying on the Services;
(ii) you not being able to use the Services;
(iii) any mistake, fault, failure to do something, missing information, or virus or other form of computer programming malware in the Services or if the Services don’t work properly because of Events Outside Our Control;
(iv) theft or destruction of information or someone getting access to our records, programs or services without our permission; or
(v) any information, data, message or other material which you email, post, upload, reproduce, send, or otherwise distribute or receive using the Services
(d) Except for the matters set out in paragraph 20(a), in no circumstances will we or any of Our Representatives be liable to you for the Trial Services, Beta Services or Free Services
(e) Except for the matters set out in paragraph 20(a), our liability to you for any loss or damage suffered by you in connection with the Agreement or Services will be limited to the total Fees or Monthly Budget that you have paid to us for the affected Service in the months prior to the event giving rise to our liabilityYou also agree that, except for the matters referred to in paragraph 20(a), Our Representatives will not be liable to you for any loss or damage you may suffer due to the provision of, or failure to provide, the Services
(f) Except as set out in the Terms, we do not make any promises in relation to the ServicesWhere any promises would be implied into the Agreement by law, we exclude these as far as it is within our rights to do soIt is up to you to decide whether the Services are suitable for your needsWe won’t be responsible for thisWe do not make any promises concerning the performance, results or success rates that may be achieved by any Service
(g) We do not control the Content made available by your use of the Services and we do not guarantee the accuracy, truth, quality or appropriateness of this Content for your needsBy using the Services, you may be exposed to Content that is offensive or indecent (including spam), or which may contain viruses or other computer programming malwareUnder no circumstances will we or Our Representatives be liable in any way for any Content posted, emailed, transmitted or otherwise made available by your use of the ServicesYour Cancellation and Refund/Credit Rights
Cancellation by You
(a) You may cancel any or all of the Services at any time, either by telephoning us, emailing us or writing to tell usUnless you are still within your Minimum Term, cancellation will take effect as soon as possible after we receive your request to cancelFor some Services (but not all) we may offer you a pro-rated refund or credit where cancellation takes effect part way through a Service MonthThe Service Terms include details of the refunds and credits that we offerYou agree that we have the right to decide: (i) the amount of any pro-rated refund or credit; and (ii) whether this amount is given as a refund or credit against your accountIf you are within your Minimum Term, you may cancel the Services at the end of the Minimum Term
(b) If you are buying the Services as a consumer (rather than as part of your business, profession or trade) and Your Country is the UK then you will have a legal right to cancel the Services within working days of the Start DateHowever, you agree that you will lose this right to cancel once we start performing the Services with your permissionYou agree that you give us this permission when you submit your Order to usThis means that we can provide the Services and you can use the Services straight away on the Start Date
(c) If you place an order for Services with the help of our US-based telesales team then you will have a period of seven (7) days from the date of the Confirmation of Order (the “Review Period”) to review the full terms and conditions and details of this AgreementIf you decide that you no longer want to receive the Services, you must notify us during the Review Period either by telephoning us, emailing us or writing to tell usIf you have paid any moneys, but you have not yet activated the Services, you will be entitled to receive a full refundIf you have activated the Services, you acknowledge that we will offer you a pro-rated refund or creditAfter expiration of the seven (7) day Review Period, you may cancel the Services in accordance with 21(a)
Cancellation or Suspension by Us
(d) We may cancel any or all of the Services at any time either by telephoning you, emailing you or by writing to youWhen we contact you we will tell you when cancellation will take effect and we will try to give you as much notice of this as possibleWhere cancellation takes effect part way through a Service Month we will, unless paragraph 21(e) applies, offer you a pro-rated refund or creditYou agree that we have the right to decide: (i) the amount of any pro-rated refund or credit; and (ii) whether this amount is given as a refund or credit against your account
(e) We may cancel or suspend any or all of the Services immediately and without telling you beforehand, if:
(i) you do not pay us when you are supposed to as set out in paragraph This does not affect our right to charge you interest under paragraph 9(d)(i);
(ii) you use the Services in any way that breaks or may break any applicable Law, is fraudulent or that may adversely impact the Services, Us or Our Representatives;
(iii) you use the Services in any way that infringes or may infringe any rights belonging to a third party, or in any way which breaks or may break any relevant third party rules, for example the rules of a Registry;
(iv) we receive a complaint or are notified of a legal claim which relates to your use of the Services;
(v) you commit click-fraud;
(vi) you do not comply with your commitments in paragraphs or 23;
(vii) you break the Agreement in any other significant way and you do not correct or fix the situation within days of us asking you to; or
(viii) you enter into administration, insolvency, bankruptcy or any similar procedure anywhere in the world or you are otherwise unable to pay your debts as they fall due
(f) If we cancel the Services under paragraph 21(e), you will not be entitled to any refund or credit of any amount that you have paid for the Services
(g) If we suspend the Services under paragraph 21(e), the Services will remain suspended unless and until you have fixed the cause of the suspension to our satisfaction; or either we or you cancel the Services
(h) If we suspend or cancel the Services under paragraph 21(e), we will be entitled to refuse any or all future use by you of any or all of the Services, or any part of them
Consequences of Cancellation
(a) Following the cancellation of any Services, you will no longer be able to access or use those Services and any account that you hold with us may be deactivated or deleted
(b) We are not responsible for storing Your Data or Your Content following cancellation of the Services for any reasonYou acknowledge that it is your responsibility to back up Your Data and Your Content if you want access to it following cancellation
(c) We will not be liable to you for any loss you may suffer as a result of the termination of any Service
Service Terms for Design
Contract Type: One-off service
Upgrades/Downgrades: Not applicable
Refunds/Credit: We will offer you a full refund on the Fees that you have paid for this Service if you are not 100% satisfied with the Service and request the refund within days of us sending you a website go live email (“Satisfaction Guarantee Refund”)
You are not entitled to any refund or credit on cancellation of the Service unless:
a) paragraph 21(d) of the General Terms applies; or b) the Satisfaction Guarantee Refund applies; or c) if you have bought this Service and have chosen to pay the Fees on a monthly basis then on cancellation made part way through a Service Month (except cancellation under paragraph 21(e) of the General Terms) we will give you a pro-rated refund or credit
Consequences of Cancellation
(a) Following the cancellation of any Services, you will no longer be able to access or use those Services and any account that you hold with us may be deactivated or deleted
(b) We are not responsible for storing Your Data or Your Content following cancellation of the Services for any reasonYou acknowledge that it is your responsibility to back up Your Data and Your Content if you want access to it following cancellation
(c) We will not be liable to you for any loss you may suffer as a result of the termination of any Service
Other Important Terms
(a) Each of the paragraphs of the Terms operates separatelyIf any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining provisions will remain in full force and effect
(b) We may transfer our rights and promises under an Agreement to another organizationWe will tell you if this happens
(c) The Agreement is between you, on your own behalf and on behalf of the business you represent (if any), and usNo other person will have any rights to enforce any of its terms
(d) By entering into the Agreement, you personally and individually undertake and assume, jointly and severally with the business you represent (if any), the full performance of the Agreement including payment of amounts due under the Agreement
(e) If we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you
(f) All references in the Agreement to “written” or "writing" will include email unless stated otherwise
(g) The Agreement contains the whole agreement between you and us and replaces any other agreement or communication between you and us relating to the Services (including any communications made on or via the Websites)You acknowledge that you have entered into the Agreement without relying on any previous statement or promises made by us, unless those statements or promises have been included in the AgreementHowever, this paragraph 25(f) does not in any way limit our liability for making fraudulent statements in connection with the Services or otherwise
(h) We are not in any kind of partnership, contract of employment or joint venture with youNothing in the Agreement will be taken as authorizing you to act as our agent
(i) We are not authorized to do business in every state and countryWe try to make sure that the Services listed on Our UK Website are available for purchase in the United Kingdom and that the Services listed on the Our USA Website are available for purchase in the United States of AmericaIf you are not located in the United Kingdom or the United States of America, we may not be able to fulfil any Orders that you submit to us
(j) If Your Country is the United Kingdom, the Agreement will be governed by English law and we both agree that the Courts of England and Wales will have exclusive jurisdictionThis means that any dispute or claim arising out of or in connection with the Services or the Agreement (including non-contractual disputes or claims), will be governed by English law, and any claim must be brought before a Court located in England or Wales
(k) If Your Country is the United States of America, the Agreement will be governed by the laws of the State of New York (without reference to its conflicts of laws principles) and we both agree that the Federal and State Courts located in New York County, New York will have exclusive jurisdictionThis means that any dispute or claim arising out of or in connection with the Services or the Agreement (including non-contractual disputes or claims), will be governed by the laws of the State of New York, and any claim must be brought before a Court located in New York County, New York
(l) In any legal proceedings, both parties agree to waive any rights they may have to participate in any class, group or representative proceeding and both parties agree to waive any right they may have to a trial by jury
Service Terms for hibu Websites
Contract Type: Terminable at will
Free Trial Period: daysAs part of the Trial you will have access to limited eShop featuresPlease see our Supplementary Service Terms for more information
Payment Method: If you have ordered this Service through any of our Websites, then you may choose to pay the Fees:
a) on a monthly recurring basis; or
b) upfront for months on an annual recurring basis (“Annual Fee”)
If you order this Service directly from Our USA Website and you chose to pay an Annual Fee then at the end of each Month period, you will automatically be charged an Annual FeeFor each Annual Fee you pay, you will receive a 10% discount on the total amount of monthly recurring payments excluding taxes
If you have ordered this Service as part of a hibu Websites Package, you must pay the Fees on a monthly recurring basis
Upgrades/Downgrades: You may purchase an upgrade to this Service at any time by clicking the “upgrade” link in the “My Account” section available on our WebsiteIf you wish to downgrade this Service, you will need to cancel the Service and place a new Order for the Service you wantWe will then issue you with a new Confirmation of Order
Domain Name Ownership: If you buy the Service, you will own the Domain Name that we provide to youIf you sign up for a Trial Service, we will own the Domain Name that we provide to you
Domain Name Renewal Fees: Payable by us
Refunds/Credit: If you have bought this Service through our Websites and have chosen to pay the Fees on a monthly recurring basis: On cancellation made part way through a Service Month (except cancellation under paragraph 21(e) of the General Terms) we will give you a pro-rated refund or credit
If you have bought this Service as part of a hibu Websites Package: On cancellation made part way through a Service Month (except cancellation under paragraph 21(e) of the General Terms) we will give you a pro-rated refund or creditPlease note that in the event that you cancel prior to the end of your one (1) year or two (2) year signup term, you will have to repay any discount amounts you received for this Service (the “Discount Repayment Amount”)Any pro-rata refund or credit that you are entitled to will be deducted from the Discount Repayment Amount and you will be billed this amount on your next monthly payment date
If you have chosen to pay an Annual Fee for this service: On cancellation made part way through or at the end of a Service Month (except cancellation under paragraph 21(e) of the General Terms) we will give you a pro-rated refund or creditPlease note that any discount that you received for this Service will be taken out of any pro-rated refund or credit that we give you
If cancellation of this Service is as a result of the cancellation of a hibu Websites Package, please note that in the event that you cancel prior to the end of your one (1) year or two (2) year signup term, you will have to repay any discount amounts you received for this Service (the “Discount Repayment Amount”)Any pro-rata refund or credit that you are entitled to will be deducted from the Discount Repayment Amount and you will be billed this amount on your next monthly payment date
If your cancellation of this Service is as part of a cancellation of a hibu Websites Package and as a result of the Satisfaction Guarantee Refund for the Design serviceThe Service Terms for Design will apply to any refund or credit that you receive
Supplementary Service Terms:
Please note, if you decide to use your own Domain Name with a hibu Website, you will not have access to the email account/mailbox features of this Service
If you are a TelePrem Customer, your purchase of this Service automatically includes the Design service and any of the following Services- hibu Wave, 30s Motion Video Service the hibu Assist service and hibu AppointmentsPlease see the Service Terms for Design for more information
If you are a TelePrem Customer, any cancellation of this Service will automatically cancel the Design service and any of the following Services that you have purchased: hibu Wave, 30s Motion Video Service the hibu Assist Service and hibu Appointments
The following words with capital letters are used in relation to hibu Websites Trial, this is what they mean:
“Buyer” means someone who buys Your Products and Services using your hibu Websites Trial product
“Your Products” means all products that you advertise, offer for sale or sell through your hibu Websites trial
“Your Products and Services” means Your Products and Your Services
“Your Services” means all services that you advertise, offer for sale or sell through your hibu Websites trial product
“Your Transactions” means the sale of Your Products and Services by you to Buyers
hibu Websites Trial does not support the calculation or collection of sales taxesRegardless of anything contained in the Agreement, you acknowledge and agree that you are responsible for the proper calculation, collection and payment of Your Taxes, for filing all associated returns and for issuing VAT invoices/credit memos, when requiredWe are not responsible for collecting, paying or reporting upon Your Taxes, and we will have no liability to you or any third party in respect of Your TaxesIf we are legally required to collect any federal, state or local sales, use, excise, gross receipts, value added or similar taxes from you, you agree to promptly pay the required amount to us, on request by usWe recommend that you consult with an independent tax advisor to understand your tax obligations arising from Your Transactions
Service Terms for Design
Contract Type: One-off service
Upgrades/Downgrades: Not applicable
Refunds/Credit: We will offer you a full refund on the Fees that you have paid for this Service if you are not 100% satisfied with the Service and request the refund within days of us sending you a website go live email (“Satisfaction Guarantee Refund”)
You are not entitled to any refund or credit on cancellation of the Service unless:
a) paragraph 21(d) of the General Terms applies; or b) the Satisfaction Guarantee Refund applies; or c) if you have bought this Service and have chosen to pay the Fees on a monthly basis then on cancellation made part way through a Service Month (except cancellation under paragraph 21(e) of the General Terms) we will give you a pro-rated refund or credit
Thank you for your understanding during our recent investigation regarding your advertising concernIf I can be of further assistance please give me a call
Sincerely,
Kris G***
Executive Services Specialist
###-###-#### x ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I received a phone call from them yesterday after a month of complaining that they are doing nothing that was in that contractI still have no idea about the so called display ads they were supposed to doYes, maybe they fixed the spelling error after an extended period of complaints and even having to come to the Revdex.comOther thing, is that I still believe that the traffic that has came from them is dummy traffic of some sort because the IP addresses either repeat or all come off the same generic cell phone networkPOINT IS, I could have done these myself and with less frustration on my partI DO NOT WANT TO CONTINUE BUSINESS WITH THIS COMPANYI will not work with a company that operates this wayThis is my notification that I am revoking the contract based on failure to deliver the promised serviceIf you do not cancel this we can take this to court but I have the IP records and emails back and forth where I was ignored about all these concerns for weeks until I finally came to the Revdex.comIn my opinion Hibu is a scam and they are not providing any real service.Regards,
*** ***

December 15, 2015Dear ***:This correspondence confirms receipt of Complaint ID*** filed by *** *** *** of *** *** ***We have spoken with the sales representative and he has confirmed that *** *** advised him that she did not wish to renew her advertisingHowever,
the auto-renewal was not cancelled and the billing continued on the accountIn light of this, the *** *** *** *** has agreed to remove the account from the collection agencyAn adjustment of $will be processed to the customer’s account.We apologize for any inconvenience this has caused the *** ***If you have any questions, please do not hesitate to contact us at the number below.Sincerely,Heather H.Executive Services SpecialistHibu Investigations and Resolutions

January 19, 2016Dear ***:This correspondence confirms receipt of Complaint ID *** filed by *** *** *** *** states that he has requested on multiple occasions to be added to our Opt Out ListHowever, after checking with the Distribution department, we were unable to find a
record of his requestsAs of today’s date, his address has been added to the listWe apologize for any inconvenience *** *** has experiencedIf you have any additional questions or concerns, please do not hesitate to contact us at the number below.Sincerely,Heather H.Executive Services Specialist

Dear ***:
"MARGIN: 0in 0in 10pt" class="MsoNormal">This will confirm receipt of the customer letter dated December 3, regarding the advertising concern for *** ***, Account Name: *** *** *** ***, Account Number: ***/W, Revdex.com complaint ***
I found the customer called in September 8, requesting to cancelOrder Number *** was canceled this dayWhen it was canceled it created a prorated credit for $on the accountThe Advantage Website on contract *** did not get canceled this day, so the customer continued to bill $69/month times months for this productDecember 4, *** *** called into our office regarding a bill she had receivedOn this day the Advantage Website was canceled and the customer agreed to accept a time adjustment on the account for $Of this credit $was used to pay the balance, which left a credit on the contract for $
What I found is the products have all been canceled but the refund request did not get requested
Today, I have submitted the request for this customer to receive two refunds. One refund is for $The second refund is for $The refunds will go back to the very same credit card that were used to take the payments. This has been explained to *** ***
I apologize to *** *** for any inconvenience this may have causedThank you for your time and considerationIf I can be of further assistance please give me a call
Sincerely,
Kris G***
Executive Services Specialist
###-###-#### x ***

October 4, 2016Dear ***:This correspondence confirms receipt of Complaint ID *** filed by *** *** of *** ***We have reviewed the complaint and have been unable to find any notes regarding cancellation from February We have reached out to Sales and we have searched the phone
recording system using the customer’s phone number and have not located any calls during that time frameThe contacts we found were from June where Sales reached out but the advertising had already renewed and it was too late to cancelAdditionally, we located the three email notices that were sent to the customer on 2.4.2016, and regarding the auto-renewalNo responses were received to these notices; therefore the auto-renewal was processed.In light of this, we find that there is no basis for an adjustment on the accountIf you have any additional questions or concerns, please feel free to contact us at the number below.Sincerely,Heather H

11/5/
face="Calibri">*** *** Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: ***
*** ***/ *** * ***
*** *** *
*** ** ***
Telephone #: ###-###-####
Account #: ** *** hibu Product: *** ***/15*** **
Dear ***:
This letter is being sent in response to the correspondence received on 10/16/concerning the advertising *** *** received from hibu
I’ve spoken with *** *** and discussed the advertising agreement. I advised a contract for the *** *** directory was signed 10/24/which was for upcoming advertising. *** *** thought this was for advertising in the 2012/directory. I’ve advised *** *** this is incorrect, our contracts are signed before the advertising publishes. I offered to check into a small goodwill adjustment for *** *** but, she declined as she wants 100% refund. Unfortunately we are unable to fulfill *** ***’s request.
I do apologize to *** *** for the inconvenience, but we are not able to come to a resolution
Thank you,
Cortney H***hibu Customer Service###-###-####Email: [email protected]

Date
Complaint Received: 1/22/15Acknowledgment
Call Date: 1/23/15Number
of Years: Error
Code: Omission Nature
of Claim: Customer
is upset that he was never contacted to renew the ROA/He is also
upset that the last time he spoke with INR they told him basically
tough,
there was nothing that could be done for himHe states he
has a loss of revenue due to him not being re-servicedHe stated he
had errors on his website for months and the SR who sold him that
never called him back even after he made multiple attempts to reach
him.Heading: DHCC-Plumbers,
DHCC- Water Heaters-Dlrs& Svce, 6HS- Plumbers,Resolution
Code: Current Adjustment - $237.00/annual ***Revdex.com
Complaint*** 1/23/15I
called customer *** at ###-###-#### and let him know I’ve rec’d
the concern and I am reviewing itHe stated thank you1/26/15Per
DIAD acct was assigned to *** ***I
checked media pro support under ***’s Rep number and there was
no proposal in there for *** *** *** I
called HR and *** had left the company in July 2014; he also
reported to Reg Manager Michael M***Per
DIAD notes customer began contacting us in January regarding
his concern with not being serviced for the ROA/directory1/16/15-
INR Lauren C*** emailed the actual rep for the ROA/directory
asking about customer not being re-serviced1/16/14-
Cust spoke with INR Adam R***: Customer called irate that he is
not in the ROA/bookHe spoke with INR Lauren C*** who advised
she would look into this for himI advised we can open an
investigation into the issue but cannot say we are going to do
anything for thisClient advised he spoke to a sales rep about a
website but no one mentioned the print so he thought it would be
renewedI reviewed with Lauren who advised he gave a different
story and that he said sales was putting through a contractShe
reached out to the current rep and he was not assigned to the
accountThis customer was not contacted to renew but also never
contacted us to renewClient did not want to hear that we could do
nothing and disconnected the lineThere is no basis for an
investigation client never signed for advertising and had only free
print the year priorBefore last year client was not an advertiser
for over years.1/16/14-
Cust spoke with INR Adam R*** again- Customer again called in to
complain about not being in the ROA/I again apologized and
advised that we cannot offer any type of compensation for this as
he had free print the year priorI cannot offer free advertising
Customer already spoke to sales who offered him current internet
advertising more than just the website and client does not want to
pay for itClient stated he never was told the book was months
Then client went on to say he tried to call his rep and renew the
adsClient was just talking in circles and refused to listen
Again client decided to hang up mid conversation.1/16/15-INR
Lauren rec’d reply back from SR stating: I know he was upsetWas
not my account during the Greater Roanoke canvasApparently the
previous rep never renewed himJack S K*** Account ManagerI’ve
sent the following email to sales Regional manager Michael M***: From: H***, Cortney (US-CDR) Sent: Monday, January 26, 1:PMTo: M***, Michael (US-KOP)Subject: *** *** *** *** ServiceMichael, I received a Revdex.com
complaint on the above listed account. The customer is upset
they were not serviced for the ROA/directory. I assume this
was due to the rep who was assigned to this account, *** ***,
departed in July and was not able to service the customer before
he left; however I would like your input on this. Any feedback
you can provide on the situation would be greatly appreciatedThank you, 1/27/15I’ve
rec’d the following email:From: M***, Michael (US-KOP) Sent: Monday, January 26, 2:PMTo: H***, Cortney (US-CDR)Subject: RE: *** *** *** *** ServiceI
have spoken with this customer twice. The first time was in
November, I informed him then that he did not make the book. At
that time I put the account on an existing premise rep, Jack K***.
Jack called and then met with him. Jack explained then, that he
was not in the book but he should consider digital because it was
immediate. He made no decision at that time and stopped
answering the reps calls. It was like he never heard the rep,
or me, say that he was not in the upcoming book. He
recently received his book and called me and the rep again. I
reminded him of all of this.I
don’t know why he didn’t renew when he met with his rep in July. I
am sure he was called, multiple times by t-sales before and after
local sales close. I hate that he didn’t make the book.
However his reputation for not answering calls, not being willing to
set up appt times, and generally not listening to anyone that calls
him, leaves me to believe that the responsibility is shared.I
told him that I couldn’t reprint the book and asked him if he would
be interested in advertising digitally. He said yes. I
again had Jack K*** call him, last Tuesday. he told jack that
he didn’t trust hibu anymore.I’m
not sure where that leaves us.Per
input from sales, the customer was contact in July and failed to
renew at this timeIn addition both the sales manager and the
newly assigned SR have attempted to get the customer online
advertising but the customer is now saying he does not trust usI
do not see a basis for an adjustment as he was contacted to renew in
July and did notWill
call to advise no adjustmentI
called customer *** at ###-###-#### and he was on the other line
and asked I call back in about minutes; I let him know I would do
soI
called customer *** back at ###-###-#### and discussed the
concernsHe is adamant no one contacted him in July to renew
He stated he never spoke with Michael either, but he did speak with
a SR who came out in November and the SR never told him at this time
he wouldn’t be in the bookHe stated that his business was
relaying in our ads as they did him good last year and he wanted to
take out a half page ad this yearHe stated they have to resort to
other methods nowI apologized and let him know as a goodwill I
can offer months of the website/yb.com advertising at $79/month,
$237.00/onetimeHe accepted but stated he is still losing
businessI advised him about our Search product and advised I
would have someone from our sales team contact himHe stated okI’ve
sent the following email:From: H***, Cortney (US-CDR) Sent: Tuesday, January 27, 2:PMTo: M***, Michael (US-KOP)Subject: RE: *** *** *** *** ServiceI
just got off the phone with this customer. I am adjusting his
website for months, $79/, $237.00/a. He is still upset with
us. Can we please have the sales rep reach out to him ASAP to
discuss search advertising? I’m not sure he will do it, but I
did tell him someone would contact him to discuss it. Please
let me know when the meeting is set forThanks, I
am closing as offer accepted and sending a reply to the Revdex.com to
advise of the resolution

August 1, 2016Dear ***:This correspondence confirms receipt of Complaint ID *** filed by *** *** *** of *** ** *** ***We have reviewed the account and see that *** *** approved the twelve month contract for the Wave product on May 9, To date all of the
listings except for the *** listing are liveFor the *** listing, we have requested that another post card be sent out to the customer for verification of their *** listing (please note that the post card is coming from *** not Hibu)Enclosed is a copy of the customer’s progress report in PDF formatThe report contains links to each of the listings for verificationAt this time, *** *** is not eligible for cancellation as the twelve months have not been completedHowever, as a goodwill, we are offering to waive the invoices for June and July totaling $We have made several attempts to contact *** *** to discuss the offer but have not received a return callIf he accepts this offer, he can contact us at the number below and we will apply the credit to the account.If you have any additional questions or concerns, please do not hesitate to contact us at the number below.Sincerely,Heather HExecutive Services Specialist

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I have printed out the response since it is July and I still don't have an email or paper confirmation of what was "verbally discussed" with Cortney on the phone on June 26thShe said I will get a bill in Octor Novfor $
Regards,
*** ***

Dear
***
This
letter is sent in response to your email dated September 19, regarding the
advertising concern for *** *** of *** *** ***
Our
records indicate that the advertising in question was authorized on July 24,
by ***
***. There is a
recording on file.
I
spoke with *** ***. We discussed the
products ordered, the billing and changes that need to be made to his website. He will email the changes to me. The website was down from September 5,
until September 12, 2017. We agreed to process a onetime adjustment in
the amount of $which is equal to the first month’s billing
We
apologize that *** *** felt we were unresponsive. We hope *** *** accepts our apology and
that we may continue to do business together
Sincerely,
Claudia
B***
Executive
Services Specialist
*** *** ***

6/17/
*** *** Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: ***
*** ***/ *** *** ***
***
** * *** ***
Chesterfield, IN ***
Telephone #: ###-###-####
hibu Product: Website- ***
Dear ***:
This letter is being sent in response to the correspondence received on 6/9/2015. Please note this was dated 12/9/2014.
I’ve attempted to speak with *** *** on several occasions. I’ve left voicemails on 6/11/15, 6/12/15, 6/16/15, and on 6/17/15. I left a message with a gentleman for *** *** to call me back at ###-###-####. Although I was not able to speak with *** ***, I was able to research his concernAs he requested in his original concern, we will issue the refund for $599.00. Our refunds do take 2-weeks to be received.
I do apologize to *** *** for the inconvenience this has caused him
Thank you,
Cortney H***hibu Customer Service###-###-####Email: [email protected]

Telephone
#: *** * *
hibu
Product: Website ***
Dear ***:
This letter is being sent in response to the correspondence
received on 11/17/concerning the advertising for *** *** *** * ***
I’ve attempted to reach Ms*** on several occasions
I’ve called her on 11/22/and 11/28/both times calling ***
and each time leaving voicemailsMs*** has attempted to return my calls
on 11/22/2017, however we cannot seem to connect. Ms*** and I are still attempting to
reach each other and work out the concernI will send an updated response once
we are able to connect
Thank you,
Cortney H***
Hibu Customer Service
***
Email: ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:There is nothing to respond to.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I made the request to several representatives for the company. If it was not notated, that is HIBU's failure, not mine. Any employee of HIBU is considered a representative, and therefore items discussed with any staff member are deemed as HIBU. A full refund is expected
Regards,
*** ***

Dear ***:
">
Our records indicate that the advertising in question was authorized by *** *** on January 16, with our Sales Representative, James M***. The contract was for print advertising, internet advertising and the community magazine. The contract is a month contract.
We have a highly trained and ethical sales team. MrM*** has been with the company for over years and is a very experienced sales person. I spoke with MrM*** about the issue. He states that he did not tell the customer that she could cancel after or months. However, hibu made a business decision and cancelled the *** Magazine. The customer was only billed for issues. The account was turned over to a 3rd Party agency on August 8, for nonpayment.
I spoke with *** *** about the matter. I offered to split the balance of the cost of the magazine. *** *** explained that she had already paid half of the agency balance. I agreed to remove the remaining balance on the account
We apologize to *** *** that she feels she was misled. We hope she accepts our apology and that we may one day do business together again
Sincerely,
Claudia B***
Executive Services Specialist
###-###-#### x*** ***

5/20/
face="Calibri">*** *** Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: ***
*** ***
*** *** *** **
Rohnert Park, CA ***
Telephone #: ###-###-####
Dear ***:
This letter will confirm receipt of your letter dated May 8th, regarding the advertising invoice for Dr*** *** of *** *** * *** offices
The invoice was not sent by hibu. We have no contract or account with Dr*** ***. I spoke with *** *** and advised the same.
A copy of the invoice was forwarded to our Legal Department as it appears to be fraudulent
Thank you,
Cortney H***hibu Customer Service###-###-####Email: [email protected]

***
*** ***
*** ** *** *** ** *** *** ***
*** *** *** **
*** ** ***
*** *** *** ***
*** *** *** * *** ***
***
*** * ***
*** ** ***
*** ** ***
*** *** *** ***
*** ***
This letter is being sent in response to the correspondence
received on 2/1/concerning the cancellation request from *** ***
*** *** has requested a refund for the $paid to Hibu
in January 2017. I’ve submitted this
refund and informed *** *** our refunds do take 2-weeks to be
issued. Per the request of *** ***
I’ve emailed him confirming his advertising with us has been cancelled; *** *** *** *** ***
I do apologize to *** *** for the inconvenience
Thank you,
Cortney H***
hibu Customer Service
###-###-####
Email: [email protected]

Dear ***:
"MARGIN: 0in 0in 10pt" class="MsoNormal">This will confirm receipt of the customer letter dated January 11, regarding the advertising concern for *** ***, Revdex.com complaint ***
In review of this concern, *** *** *** *** ***, Salem, OR *** was added to our opt out list January 24, In digging deeper, this address is actually part of a mailed routeFor mailed routes we obtain the number of drops and provide directories to the local post office for delivery to the local residentsWe do provide the post master with a list of residents who have requested not to receive the bookThe postal carrier is to note the address and should not deliver a directory to these addressesUnfortunately, this is manual process and in some instances the request is missed
I certainly apologize for any inconvenience this may have caused
If I can be of further assistance please give me a call
Sincerely,
Kris G***
Executive Services Specialist
###-###-#### x ###-###-####

10/26/
size="3"> *** *** Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: ***
*** ***/ *** *** ***
*** *** ***
Pittsburgh, PA ***
Telephone #: *** ***
hibu Product: Website/***
Dear ***:
This letter is being sent in response to the correspondence received on 10/19/concerning the advertising bill received by *** *** ***
I’ve attempted to reach *** *** on occasions, 10/22/15, 10/23/15, and 10/26/15, each time leaving a voicemail. hibu will adjust the account balance of $356.19.
I do apologize to *** *** for the inconvenience, but I am glad we were able to resolve his concerns
Thank you,
Cortney H***hibu Customer Service***Email: [email protected]