Hibu, Inc

2/2/16
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]
           Saltillo, MS [redacted]
                             
           Telephone #: ###-###-####      
           hibu Product: Tupelo/16 [redacted]                 
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to your correspondence dated 1/24/2016 concerning the advertising for [redacted]. 
I’ve discussed the concerns with [redacted].  I explained we made several attempts to let him know the advertising was renewing. [redacted] believes this is poor business practices.  I did apologize to [redacted] and we agreed to a 50% adjustment.  I have processed an adjustment for $19.50/month, $234.00/annual.
I do apologize for the inconvenience this has caused [redacted]. 
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

Dear [redacted]: This will confirm receipt of the complaint dated 11/22/17 from [redacted] ID [redacted]. Our Account: [redacted], Account Number: [redacted].   I am sorry to hear [redacted] is dissatisfied with our service. We are in the process of making updates to the misspellings...

and grammar content on his [redacted] page.  We apologize for an inconvenience this may have caused. For the concern a one-time adjustment for $150 is being extended.  Unfortunately, we do not guarantee proofs.  I wanted the opportunity to discuss more with [redacted] the concerns he has brought up regarding the analysts but unfortunately he disconnected from our call.  Our records indicate a copy of the agreement including the terms and conditions were sent to the customer 10/23/17.  I ask that [redacted] please take the time to review this information further.  If [redacted] would like to accept the one- time adjustment for $150 please have him let me know. Thank you,   Sincerely,Kris G[redacted]Executive Services Specialist ###-###-#### Direct ###-###-####

I have been doing business with yellow book, now hihu, scents 06 and every year we have always renewed by phone with a sales rep as we did last year. We would go over listing and what page they where on. The book has been getting smaller and smaller as everyone is now using there smartphone, and I told my sales rep that and was hesitant to renew for that reason. So last year they put a auto renewal in there contract, and in my thought is because they see there book getting smaller, that I was not aware of. Told me this was the second bill they have sent me witch is no true at all! so in the end I paid my bill in full and will never do business with them again!!

We have attempted to resolve this concern directly with the customer. At this point we are placing a 100% adjustment on the Genesee County,
MI 2017 contract to pay in full for this advertising.  Additionally, per the customers request, it has been set within our system so that the advertising does not auto renew going forward. thank you, Kris Geho 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 have attached a letter in response to hibu's response of October 16, 2014.  In addition, the attached letter has been mailed to Claudia B[redacted] at hibu.  Upon receipt of the signed Stipulation of Settlement and Release of Claims, ** [redacted]. will forward a check in the amount of $509.00 to hibu in settlement of this matter.
Thank you for your assistance in this matter.  Your help was truly appreciated.
Regards,
[redacted]

We have reviewed [redacted]'s complaint. There has always been an option to opt-out of receiving a print directory. Residents can call our Customer Service department or they can utilize the opt out feature on our website www.[redacted].com. At the bottom of the home page there is a link that...

says opt out. When clicked, it takes the user to https://www.yellowpagesoptout.com/
where their address information can be submitted. We have added [redacted] to the list and we apologize for any inconvenience.

[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Hibu is offering to return part (74%) of the money they stole from me.  Heather H[redacted] said in her letter dated November 4, 2014 to the Revdex.com: 
"According to the review of the account, the cancellation request was entered into the system on September 11, 2014 but this was not in time to prevent the first payment from being pulled."
 On 08/19/14 our Hibu account representative was served a cease and desist by our lawyer-in-fact [redacted].  Doug requested an email the next day and this was sent:
From: [redacted] [mailto:[redacted]] 
Sent: Wednesday, August 20, 2014 5:51 PMTo: [redacted][email protected]: [redacted]Subject: Cancellation Request for Hibu Contract
Doug,
We went from a good working
system one day to a system that isn't working. [redacted] just figured by the
end of the week we'd have lost more money using your company than your contract
costs us for the 6 months. We couldn't afford to have one of our highest
paid employees sit around doing nothing for another day.  Our last day running
our ads resulted in 29 clicks, $0.93 average cost, a 1.4 average position, 5
phone calls and 2 booked WO (so my $27.11 made me $406.25).  Your first
three days only produced 1,328 impressions, you should be pushing out over
8,000 per day!  In three days, we've spent $33.41, had an average position
of 3.6 and only had 9 clicks ($3.71 per click) and 1 phone call.  The
one phone call was for a service we don't offer and shouldn't even be marketing
for, in fact I'm guessing the term she searched for would never have come up on
my campaign because it's on our negative list. 
This is nothing personal
and the decision was made strictly from a business stand point. Please let me
know if you need anything else from us to get this cancelled out.
--
[redacted]------- [redacted] Computer Repair [redacted] ###-###-#### office
www.[redacted].com
:we CLEARLY cancelled service by 08/20/14 and arguably on 08/19/14.  Hibu had spent $33.41 at this point (as referenced in the above email and was verified by Doug S[redacted] as well as being visible on the Hibu account page for spending).  Hibu even sent me this email on 09/11/14:
From: [email protected]
[mailto:[email protected]] Sent: Thursday, September 11, 2014 11:35 AMTo: [redacted].comCc: [redacted]@hibu.comSubject: Confirmation of Cancellation [redacted]



Please
do not reply to this email as we are not able to receive messages sent to
this email address. If you have any questions or comments, please see the
contact information below.
[redacted]
[redacted]
Dear
[redacted],
We
are sorry that you have decided not to continue with your product offerings
through hibu and we have cancelled participation in the program on your
behalf.
If
this cancellation request has been made in error, or if you would like to
participate again in the future, please contact one of our Customer Service
Associates at the telephone number below. We will be happy to help you.
We
look forward to serving you again in the near future.
Sincerely,

hibu
Customer Service
 

hibu
Global Limited


 


 


 

:I cannot attach the document to this Revdex.com form, but it also included a bill that showed all amounts of money struck out and a $0.00 in the "Detail of Order" section.  Everyone from Hibu up to this point in time kept telling me "you will not owe us anything" and the contract is "null and void."  I have two employees ([redacted] and [redacted]) that were told the same thing as me (and/or were on the phone conferences where Hibu employees told us these things).  
Yet, even after all that, five days later Hibu charged my debit card for $925.55.  This was five days after an official cancellation showing that we owed $0.00 and 28 days after initially being told the contract would be cancelled and we would not owe anything.  
Here is the charge from our bank account:
09/16/14


HIBU GLOBAL / H [redacted] NY


 


$925.55


 
We only cancelled because Hibu grossly mismanaged our account, we notified Hibu of problems within 24 hours of their start of services that there were MAJOR problems.  No one from Hibu returned an email or phone call despite days of trying to contact them.  The first contact from Hibu was the response to our cease and desist on 08/19/14.  We lost several thousand dollars from Hibu's mismanagement of our account, despite promises from Hibu that sales would double to quadruple under Hibu's management.
I want what was promised to our company on 08/19/14 and again on 08/20/14 and finally, in Hibu's official cancellation letter on 09/11/14 a 100% null and void contract.  I did everything I was told to do by Hibu.  I sent an official cancellation notice on 08/20/14 after we already notified Hibu of a cease and desist on 08/19/14.  I want the return of the $925.44 that was stolen from my account on 09/16/14.
Something horribly fishy and possibly illegal is going on at Hibu.  The contract I signed stated they would charge $525 per month for advertising services and $15 per month for call tracking, that totals $540.  I used Hibu's services for a total of five days (08/14/14 to 08/19/14) or slightly less than one month if you count the 23 days after they stopped providing me services (our Hibu account manager, Doug S[redacted], stopped all advertising for us on 08/19/14 when we served him with the cease and desist) until they sent the official cancellation letter on 09/11/14.  No combinations of $525 and $15 equals $925.55, how was that amount arrived at?  Heather H[redacted]'s November 4, 2014 letter to the Revdex.com even states that Hibu only spent $241.97 on my account in that time period ($208.56 after I had already cancelled the account).  Even $241.97 plus $525 and $15 doe not equal $925.55.  
Heather H[redacted]'s November 4, 2014 letter to the Revdex.com seems to indicate that the cancellation "was not in time to prevent the first payment from being pulled."  We sent the second cancellation on 08/20/14 and it appears that Hibu is either admitting an error on their part from their slow filling system or that they accidentally pulled the $925.55 payment from us on 09/16/14.  Since Hibu sent us an official cancellation letter showing we owed $0.00 on 09/11/14 and is now admitting that there was not "time to prevent the first payment from being pulled", I am willing to allow Hibu the opportunity to correct their wrong and return the $925.55 to me.  Hibu is already admitting I have already cancelled the debit card and account they were given so they will need to send a check to my address.  I am also willing to drop the fraud charges that I filled with the state of Arizona and the second one with the state of Pennsylvania.  
Regards,
**. [redacted]
###-###-#### office
###-###-#### cell

May 4, 2015
mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA">Dear [redacted]:
This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted]. We have reviewed the account and found that when the customer renewed the advertising for the Miami/Wabash Counties, IN 2015 directory he requested that their website be cancelled. However, the website continued to bill and the customer’s payments were applied to that bill instead of the renewed contract for the print advertising. Due to this, the contract for the print received no payments and was subsequently written off to a collection agency.
We have agreed to process an adjustment to the account in the amount of $759.00; this will cover the six payments of $69.00 that were made for the website for a total of $414.00 plus the $345.00 that was written off to the agency. Once the adjustment posts to the account, the $414.00 in payments will be transferred to the contract for the Miami/Wabash Counties, IN 2015 directory leaving a balance of $486.00 on the print contract. We have spoken with [redacted] and she has agreed to submit payment in this amount. Once this is received, the file will be closed with the collection agency.If you have any questions, please do not hesitate to contact us at the number below.
Sincerely,
Heather H.
Executive Services Specialist Hibu Investigations and Resolutions

This letter confirms receipt of Complaint ID [redacted] filed by Dr. [redacted] of [redacted]. Dr. [redacted] states that she is the only one that can authorize advertising. However, our records show that last year’s advertising contract was not authorized by Dr. [redacted] but by...

[redacted]. There has been no communication from the business advising that only Dr. [redacted] was able to authorize advertising. We have spoken with the sales representative Richard Polachek and he states that he called the business and spoke with Brittnie Carr which is the person that scheduled the meeting. He also states that initially the meeting was scheduled with Dr. [redacted] but when he arrived she was not available because they were busy. Brittnie offered to reschedule but since he lives over an hour away, he offered to wait until Dr. [redacted] was available. He states that at that point, Brittnie went to the back and when she came out advised that the doctor had given her permission to renew the advertising. Per the terms and conditions of the contract, if an employee represents themselves as authorized to sign, then the business is held responsible for the contract.Since Brittnie is now disputing signing the contract, we requested that signature samples be forwarded to compare with the contract. What we received was Brittnie’s name written on a piece of paper and unfortunately this is not acceptable. This is a serious allegation against the sales representative and is considered a terminable offense. In light of this, we require that official samples of signature be provided in these matters (Driver’s License, Passport, or Cancelled Check that has been processed through the signer’s bank). Once we receive this, we can continue our review of the matter. We have made three attempts to call Dr. [redacted] but to date have not received a return call.If you have any additional questions, please do not hesitate to contact us at the number below.Sincerely,
Heather H[redacted]
Executive Services Specialist
Hibu Investigations and Resolutions

[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.  
It's unfortunate that the company admitted [redacted] lied but they wouldn't do anything about it until we filed this complaint. It makes us wonder how many people are being taken advantage of that don't take it as far as we did. We will absolutely not be doing business with this company in the future. 
Regards,
[redacted]

4/27/15
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] Inc       
           [redacted]
           Opelousas, LA [redacted]
           Telephone #: ###-###-####
           Account #: [redacted]           hibu Product: Acadiana/16
Dear [redacted]:
This letter is being sent in response to the correspondence received on 4/13/2015 regarding the listings published in our Acadiana/16 directory.   
I’ve spoken with [redacted] regarding the concern.  The listings in question are free listings.  I have submitted the appropriate forms to correct the free listings in our future directories.  [redacted] and I have agreed to a onetime adjustment of $399.84.  
I do apologize for the inconvenience this has caused [redacted] but I’m glad we were able to come to a resolution. 
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

[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. 
Regards,
[redacted]

July 8, 2014
Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted]. We have reviewed the account and see that the customer has signed a contract for our Pay Per Call advertising. With this type of...

advertising, a unique phone number is placed in the customer’s advertising. When that number is called, it forwards to the customer’s actual phone number. This allows the calls to be tracked and to be recorded. Each month, the customer receives a listing of the calls and is able to listen to the recordings or each one. Since **. [redacted] signed his contract prior to the revisions of the product, he is able to call each month after reviewing the calls and dispute the calls that he feels are not valid. A review of the account shows that **. [redacted] has done this and the billing of certain calls has been waived.We will honor the customer’s request to have the recurring credit card payments discontinued. Going forward, **. [redacted] will receive a monthly statement detailing the balance that is due. However, we find no basis for a refund as requested by **. [redacted]. As for the request to cancel, the contract that was signed is for one year. The billing began in February of 2014 and will end in January of 2015; therefore it cannot be cancelled at this time. We find that no further action is warranted at this time.If you have any additional questions or concerns, please do not hesitate to contact us at the number below.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: At the onset of this contract, I was told that I would be receiving a code from [redacted] and [redacted]. This was on 2/1/2016. I have not received anything. They also said that I would be getting more traffic to my website. That has still yet to be seen. The only thing that I am getting is a bill that keeps growing. They are charging for services that they are not providing. Cortney H[redacted] emailed me on the 10th saying that she asked for another code to be mailed out on the 6th. Again, nothing. Today is the 14th. In the meantime, I keep getting billed. hibu wants to get paid regardless of whether they fulfill the contract or not. I want this contract canceled because I cannot pay for nothing. That's what hibu is selling me, nothing. 
Regards,
[redacted]

Dear Cynthia,
This will confirm receipt of your letter dated October 15, 2015 regarding the advertising discrepancy for [redacted] [redacted]
Our records indicate that a Net Gold Placement ad at the heading of Funeral Homes automatically renewed.  We have processed a one...

time adjustment in the amount of $59.00 and have cancelled the Net Gold Placement ad. 
We apologize to [redacted] for any inconvenience this may have caused and that he felt the need to contact the Revdex.com.  We  hope [redacted] accepts our apology in good faith and that we may one day do business together again.
Sincerely,
Claudia B[redacted]
Executive Services Specialist
[redacted]

9/22/15
face="Calibri">[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania [redacted] Scranton, PA [redacted] RE:     Revdex.com Number: [redacted]
           [redacted]
           PO Box [redacted]
           Mountain City, GA [redacted]
 
           Telephone #: ###-###-####     
           hibu Product: [redacted]/15 [redacted]      
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to your correspondence dated 9/2/2015 concerning the advertising bill received by [redacted]. 
I’ve attempted to contact [redacted] four times.  I called ###-###-#### and left voicemails to call me back at ###-###-#### on 9/14/2015, 9/16/2015, 9/17/2015, and 9/21/2015.  I did receive a voicemail from [redacted] on 9/21/2015, but we have not been able to speak.  I do need to speak with [redacted] to discuss the concern in detail.  I look forward to speaking with [redacted] at his earliest convenience. 
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of Glass Doctor. We have reviewed the concerns raised and find that there were issues with the requested changes and there was a delay in responding to the customer’s emails that were submitted to the...

Search team. The Search contract has a minimum term of six months but [redacted] has requested to cancel the Search campaign early. We have agreed to the cancellation request. There is an early termination fee (ETF) of $750.00 which is equal to one month’s billing. Currently there is a credit of $580.17 on the account. We have agreed apply the credit to the ETF. As a courtesy, we will place an additional credit of $169.83 on the account and this will cover the full amount of the ETF.We are pleased that we were able to come to a mutually acceptable resolution. We apologize to [redacted] for any inconvenience that they may have experienced. Please let me know if any additional information is needed.Sincerely,Heather H[redacted] Executive Services Specialist Hibu Investigations and Resolutions [redacted]

[redacted]    Revdex.com of Metro Washington DC and Eastern Pennsylvania  1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]
           [redacted]  
           Fife, WA [redacted]
 
           Telephone #: ###-###-####
           hibu Product: Pierce Co/15 [redacted]            
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the rejected reply received on 8/7/2015 concerning the tracking phone number that printed in the ads for the Pierce Co/15 directory.
The refund process has begun.  As I stated in my prior correspondence on 7/24/2015, our refunds do take 2 to 4 weeks. 
I do apologize to [redacted] for the inconvenience, but the refund is being issued and will be received within the 2 to 4 week timeframe.    
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]     [redacted]
           [redacted] [redacted]...

[redacted]
           [redacted]                [redacted]              [redacted]              [redacted]                                                                       ...⇄
[redacted]
This letter is being sent in
response to your letter dated 8/9/2017 regarding the advertising cancellation
request made by [redacted]  
I spoke with [redacted] on
8/15/2017 and we agreed to a resolution. I have issued an adjustment of $383.99
to his account and of this, $145.68 will be refunded. [redacted] is aware our refunds do take 2-4
weeks to be processed.
I do apologize for the
inconvenience this has caused, but I am glad we were able to resolve the
concerns.    
Thank you,                                         ...⇄
Cortney H[redacted]
Email: [email protected]

Dear [redacted]:
 
This letter will confirm receipt of your letter regarding the advertising concern for [redacted].
 
The advertising in question was authorized by [redacted] with our Sales Representative, John May, on October 23, 2015.  The...

contract includes a website with Search Standard and Display advertising and has a 6 month minimum term.  The customer’s online advertising went live on December 2, 2015 and December 8, 2015 respectively.  The contract minimum term will be completed when the June invoice has been satisfied.  The advertising will be eligible for cancellation at that time.
 
My attempts to reach [redacted] have been unsuccessful.  In the interest of customer relations, we are willing to extend the Search Standard promotion through the April, May and June invoices.  This is equal to an adjustment of $292.50 for those 3 months.
 
We are very sorry that [redacted] feels she has been misled.  We have a highly trained and ethical sales force. John M** has been with hibu for 9 years and is therefore a very experienced Sales Person. 
 
If [redacted] is willing to accept this settlement, please contact me at the number below and I will make the necessary arrangements.
 
Sincerely,
 
 
Claudia B[redacted]
Executive Services Specialist
###-###-#### [redacted]