Hibu, Inc

This
letter is in response to your 11/16/17 letter regarding the advertising concern
for [redacted] of [redacted].  The customer states they were told the first
month of service would be free and that they could cancel if not happy.
  
Our records indicate the...

customer purchased Social Classic on 9/29/17 at
$499 per month. The minimum contract term for Social Classic is 6 months. [redacted] authorized the advertising with our Sales Representative, Jeremy
S[redacted].  There is a recording on
file.  The Social campaign was set live
on 10/13/17.  Per the contract, the first
month of the service is free however, the first invoice is prorated.  The customer was billed $304.84 on November
1, 2017.  Mr. [redacted] requested
cancellation on 11/14/17.  His request
was denied because the contract term was not fulfilled.
 
I spoke with Mr. [redacted] about the matter.  Early cancellation of the Social Classic was
approved and we have adjusted the first month proration.  We apologize to Mr. [redacted] for any
misunderstanding and hope to service his advertising needs in the future.

11/11/2016
[redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania
1337 North Front St
Harrisburg, PA 17102
RE:     Revdex.com Number: [redacted] 
           [redacted]/
[redacted]...

[redacted]
           [redacted]
           Elmont, NY [redacted]
 
           Telephone
#: [redacted] 
           hibu
Product: Display/ [redacted]   
                                                                    Dear [redacted]:
This letter is being sent in response to the correspondence
received on 10/26/2016 concerning the advertising received by [redacted] 
[redacted] believes the contract total was for $1,860.00
total, 6 months at $310.00 per month. The contract actually begins billing as
soon as the product goes live, therefore adding a prorated charge to the first
month.  For [redacted]’s particular account
the first month billed for $605.67, instead of the $310.00, as he had
thought.   The first bill included the
prorated bill from 4/14/2016 to 5/13/2016 plus the first month of 5/13/2016 to
6/12/2016. 
Hibu billed [redacted] for a total of $2,155.67 and [redacted]
feels it should have only ben $1,860.00. 
Hibu and [redacted] are roughly $300.00 apart.  I have extended an offer of a refund of
$150.00 to split the amount in question by [redacted].  I have emailed [redacted] 11/4/2016, 11/7/2016,
and 11/9/2016 and have not received a reply back.  Due to the lack of response I am considering
this matter no longer an issue to [redacted]. I will be placing this offer in a
pending response due to no response. 
I do apologize to [redacted] for the inconvenience this has
caused him.
Thank you,
Cortney H[redacted]
hibu Customer Service
[redacted]
Email: [email protected]

Dear [redacted]:
"MARGIN: 0in 0in 10pt" class="MsoNormal">This will confirm receipt of the customer letter dated March 10, regarding the advertising concern for [redacted], Revdex.com complaint [redacted]
In review of this complaint, I have found within the Champlain Valley, VT Yellowbook print directory that there is free listing published for [redacted] Clchstr with the phone number [redacted]This is the same phone number [redacted] has provided as his evening contact phone numberI can only assume that this is [redacted]'s residence phone numberI called the number to verify how it was being answered and I received a voice recording that asks that I leave a message. I left a message at this number requesting a call backI also contacted [redacted] at the daytime number provided and have left a message for him on this number as well
At this point I need [redacted] to provide the phone number he is stating is his residence numberAs soon as this information is received the correction can be submitted
Lastly, I want to explain our free listing processWe actually purchase our listing information from approxoutside vendorsThese vendors also sell listing information to other companiesI mention this because as I was searching the internet for [redacted], VT, I found listings for this business that other publishers have listed and these listings could possibly also have the incorrect phone number listed for the business. The corrections I can make will only reflect the information published by hibu, formerly yellowbook
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[redacted]
Executive Services Specialist
###-###-#### x [redacted]

5/10/2016
size="3">[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted] LLC/[redacted]
           [redacted]
           Mansfield, OH 44906
 
           Telephone #: ###-###-####      
           hibu Product: [redacted]                 
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence received on 4/29/2016 concerning the wave product. 
hibu is actively in correspondence with Mr. [redacted] to resolve his concerns.  An update will be sent once this [redacted]er is resolved. 
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [redacted]

3/20/15
face="Calibri">[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           Dr. [redacted]
           21 Doctors Park
           Cape Girardeau, MO 63703
           Telephone #: ###-###-####
           Account #: [redacted]           hibu Product: Yellowbook.com/[redacted]
Dear [redacted]:
This letter is being sent in response to the correspondence received on 3/10/2015 concerning the additional charges Dr. [redacted] received.
I’ve spoken with Dr. [redacted] regarding his concerns.  We’ve agreed to a refund for the additional two months he was billed.  This will be a refund totaling $138.00.  Dr. [redacted] has been advised our refunds do take 2 to 4 weeks to receive. 
I do apologize to Dr. [redacted] for the inconvenience, but I am glad we were able to resolve his concerns.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [redacted]

June 15, 2015Dear [redacted]:
This correspondence confirms receipt of Complaint ID [redacted] filed by customer [redacted] of 360 Computer Repair. We have reviewed the account and see that a call was received from the customer on 11.13.2014 requesting cancellation. In an attempt to...

save the account from cancellation, the representative offered to waive the billing for December 2014 and January 2015 and [redacted] accepted. According to the notes on the account, an email was sent to the sales team to request that they contact the customer for assistance. The sales representative that was assigned to the account is no longer with the company so we are unable to confirm whether any attempts were made to reach [redacted]. In light of this, we are prepared to offer to waive two months of billing totaling $298.12; this will leave a balance of $215.40 on the account.We have made several attempts to reach [redacted] concerning the offer and have left voicemails requesting a return call. The last attempt was today but we were unable to leave a message; the recording states that the mailbox is full. We have emailed the offer and are waiting for a response. At this point, there is no further action to take on this account. Please advise if you have any additional questions.
Sincerely,
Heather H.
Executive Services Specialist

9/24/14
face="Calibri">[redacted]   Revdex.com of Metro Washington DC and Eastern Pennsylvania  1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]/ [redacted]    
           [redacted]
           [redacted]
 
           Telephone #: [redacted]
           Account #: [redacted]           hibu Product: Suburban [redacted] County/14 [redacted]
Dear [redacted]:
This letter is being sent in response to the correspondence received on 9/18/2014 concerning the Pay Per Call contract [redacted] had with hibu.
I’ve spoken with [redacted] regarding his concerns.  We’ve agreed to an adjustment of $1482.00; of this $762.00 will be sent to the balance with the collection agency and the remaining $720.00 will be refunded. [redacted] has also been advised our refunds do take 2 to 4 weeks to receive. 
I do apologize to [redacted] for the inconvenience, but I am glad we were able to resolve his concerns.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

3/18/2015
face="Calibri">[redacted]   Revdex.com of Metro Washington DC and Eastern Pennsylvania  1054 Oak St Scranton, PA 18508RE:     Revdex.com Number: [redacted]
           [redacted]/ [redacted]
           [redacted]                              
           Dallas, OR 97338-3401
           Telephone #: ###-###-####
           Account #: [redacted]           hibu Product: Salem/Keizer/[redacted] and Yellowbook.com-[redacted]
Dear [redacted]:
This letter is being sent in response to the correspondence received on 2/21/2015 regarding Mr. [redacted]’s advertising package with us. 
I’ve spoken with [redacted] on behalf of Mr. [redacted].  We have determined the errors they referenced in our print book are not in hibu’s directory but in another directory in their area.  Ms. [redacted] did not have screenshots showing the website errors and our records indicate the website was correct.  Ms. [redacted] will be advising Mr. [redacted] to make payment on his account with us.  
I do apologize to Mr. [redacted] for the inconvenience this has caused him.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [redacted]

January 28, 2014
Dear [redacted]:
This letter confirms receipt of Complaint ID [redacted] filed by customer [redacted] of [redacted]. A review of the contract shows that the customer approved advertising for three months (December, January, February) in the [redacted]...

[redacted], NY magazine. Changes were submitted by the customer but they were not received in time to make the December edition. However, the changes were processed to the January and February editions of the magazine. **. [redacted] has stated that he did not give final approval for the ad. **. [redacted] has been a long time customer and is aware that there is no final approval process. When changes are received, they are processed and if there is enough time before printing, another proof will be sent out. If not, the ad will print with the changes that have been made. Our records indicate that another proof was sent via email to the customer and no further changes were received.
As for the discussion the customer states that he had with the sales representative concerning cancelling, we have no record of this. Since the sales representative is no longer with the company, we are unable to confirm or deny. Cancellation must be requested in writing or with a voice verification with the Customer Service department. We have no record of either. In the interest of resolution, we offered to process an adjustment for December and January and the customer would still be responsible for February. **. [redacted] has refused this offer. We have notated the account with the offer and we have processed an adjustment totaling $320.39 to the account.
We find that no further action is warranted on this account. If you have any questions or require additional information, please do not hesitate to contact us at the number below.
Sincerely,

Dear [redacted]: This will confirm receipt of the complaint received 4/26/17 from [redacted], Account Name:  Impressions Unlimited, Account Number: [redacted], complaint [redacted].  I am very sorry for the recent experience the customer has had with hibu. As a valued customer, and based...

on [redacted]’s request, we have begun the cancellation process of the Social Standard product.  Additionally, an adjustment is being placed on the account for the total amount this product has billed to date. A settlement letter will be emailed separately to the customer for their records. If this cancellation request has been made in error, please have [redacted] give me a call.  Sincerely,Kris G[redacted]Executive Services Specialist ###-###-####-[redacted]

[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 [redacted], and find that this resolution is not satisfactory to me but I am excepting under duress.I want the Revdex.com to know that hibu responded to me that they can not assure me that they will not contact me again even though they have removed me from their automatic renewal?!  I stated to them as I have to the Revdex.com if they contact me again and I accept in error that it will not be valid so do not contact me again.I have paid the bill and need to accept this to end this back and forth, since they will not accept that I did not want this advertising.I have mailed a check out to the company.Let this be a record of my response.
Regards,
[redacted]

8/19/2016
[redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania
1337 North Front St
Harrisburg, PA 17102
RE:     Revdex.com Number: [redacted] 
           [redacted]/ [redacted]...

[redacted]
           [redacted]
           Loves Park, IL [redacted]
 
           Telephone
#: ###-###-####
           hibu
Product: Display/ [redacted]                                                                            Dear [redacted]:  This letter is being sent in response to the correspondence
received on 8/12/2016 concerning the display program for [redacted]. 
I attempted to speak with [redacted] on 8/18/2016 regarding
his concerns. He was upset with the bill he received for $308.13.   This bill was a prorated bill from the time
the product went live on 7/5/2016 and included the month of August. The bill
was higher than what the following months will be due to the prorated portion.  The following months will bill at $199 per
month.  A copy of the statement is
enclosed, and this does explain in detail the charges received. 
[redacted] was not happy with the performance of his product
but it is important to understand the first month of this product is what we
call the ramp up period.  We do need time
to get the product up and working. 
However, based on the reports he is exceeding our expected results.  hibu aims for 23,000 impressions and 45
clicks for the $199 package.  In the
month of July he received 37,618 impressions and 80 clicks, also so far in
August he’s received 22,222 impressions and 42 clicks.  His campaign is performing above average.
[redacted] did express his disinterest in his display ads
with us, he is welcome to make changes to these ads at any time. 
In [redacted]’s initial complaint he stated our performance
stats are not equal to his with wix.com. 
Although I am unsure of exactly how wix.com tracks the clicks, our
product is tracked by clicks to both the website and [redacted].  Different display ads link to different
landing spots, therefore our tracking will not be the same. 
Upon reading [redacted]’s complaint I would like to explain the
display product is not a pay per click product, this product is designed to create
branding for the business.  This means
the display package is not designed to generate a huge number of clicks, but is
designed to get people within his target area familiar with image of his business.
I do apologize to [redacted] for the inconvenience this has
caused and am sorry we were not able to come to a resolution.
Thank you,
Cortney H[redacted]
hibu Customer Service
###-###-####
Email: [email protected]

5/10/2016
[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number:...

[redacted]
           [redacted] LLC/[redacted]
           [redacted]
           Mansfield, OH 44906
 
           Telephone #: ###-###-####      
           hibu Product: [redacted]                 
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence received on 4/29/2016 concerning the wave product. 
hibu is actively in correspondence with Mr. [redacted] to resolve his concerns.  An update will be sent once this [redacted]er is resolved. 
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [redacted]

10/26/2015
                                        ...⇄ [redacted] Revdex.com of Metro Washington...

DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]
           [redacted]
           Pittsburgh, PA [redacted]
 
           Telephone #: [redacted]     
           hibu Product: Website/[redacted]            
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence received on 10/19/2015 concerning the advertising bill received by [redacted]
I’ve attempted to reach [redacted] on 3 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 [redacted] for the inconvenience, but I am glad we were able to resolve his concerns.
Thank you,
Cortney H[redacted]hibu Customer Service[redacted]Email: [email protected]

May 13, 2015Dear [redacted]:
We have received and reviewed the customer’s rebuttal. We understand that the customer was not aware that the sales representative was no longer with the company; however, cancellations are handled by the Customer Service department, not the sales department. The sales representatives are unable to process cancellation requests and will only direct the customer to Customer Service. Our initial determination stands and no refund will be offered.
Please feel free to contact us at the number below with any questions.
Sincerely,
Heather H

Dear [redacted]:
This will confirm receipt of the customer
letter dated December 15, 2016 regarding the advertising concern for [redacted], Account Name: [redacted], Account Number: [redacted]/SAP, Revdex.com
complaint [redacted]. 
Per
my conversation with Ms. [redacted], all...

advertising has been cancelled and we are
refunding the total amount that they have paid $1550.76. Unfortunately, because their domain is hosted
at [redacted] the webcam is set up through [redacted] the customer was
advised to notify [redacted] to have the record repointed.
 
If I can be of further assistance please let
me know.
  
Sincerely,
Kris G[redacted]
Executive Services Specialist
###-###-####-[redacted]

*ear [redacted]: This will confirm receipt of the complaint *ate* 12/21/17 from [redacted], I[redacted], our Account: [redacted], **S, Account Number: [redacted].    Mr. [redacted] entere* an agreement with Hibu on 6/28/17 for our *isplay A*s Stan*ar* 6 month min. program....

A copy of the agreement inclu*ing the terms an* con*itions were sent to the email [redacted] on 6/28/17. The *isplay A*s Stan*ar* program was set live in our system 7/21/17. This program is similar to billboar* a*vertising an* it is *esigne* to help a business gain recognition which lea*s to impression an* clicks. We *o not guarantee calls will generate from this program, Typically, once the program is set live,  from this point monthly reports are sent to the customer to show them how the campaign is performing. This email also provi*es the customer with our Customer Service phone number so they know where to call if they have questions. We suggest to all our customers that having a Hibu website works best with this program but Mr. [redacted] requeste* to use a website *esigne* by an outsource other than Hibu. We believe this website is less than stellar which has *eterre* potential customers.After working with Mr. [redacted] in early November 2017 we were not able to come to a resolution. We attempte* to negotiate an a*justment on the account but Mr. [redacted] refuse* our a*justment an* he *eman*e* cancellation. At this point we agree* to cancel the *isplay A*s Stan*ar* program pre term letting Mr. [redacted] out of his contract approx. 3 months early. The cancellation occurre* in our system 11/13/17 an* since this time there has not been any a**itional billing on the account. Mr. [redacted] is welcome to give me a call if he has any further questions or concerns. Sincerely,Kris G[redacted]Executive Services Specialist [redacted] *irect [redacted]<*iv>

[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 [redacted], and find that this resolution is satisfactory to me assuming the amount mentioned is returned. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  hibu did not acknowledge that the $300.00 is an overpayment due to their negligence and mishandling of the account.  Further, I wanted hibu's confirmation that their employees will stop harassing me via telephone to renew my advertising.  I will just hang up on all further calls from hibu's employees without explanations as the employees seem immune to explanations anyway!
Regards,
[redacted]

8/19/2015
face="Calibri">[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]/[redacted] [redacted]
           [redacted]
           Bel Air, MD [redacted]
 
           Telephone #: ###-###-####
           hibu Product: Baltimore Metro East Edition/15 [redacted]      
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence received on 8/4/2015 concerning the advertising bill received by [redacted] [redacted]. 
I am continuing to work on the concerns with [redacted] on behalf of [redacted]. 
Unfortunately, we have not yet reached a resolution, but we have been in contact on a regular basis.     
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]