Hibu, Inc

September 29, 2014Dear Allison:This letter confirms receipt of complaint ID 10234770 filed by Mr. Thomas McKie of Brake Plus. Currently, Mr. McKie has no advertising with Hibu. We have spoken with Mr. Mckie and he has advised that the complaint is meant for Yellow Pages. No further...

action is needed on our part.Sincerely,Heather HExecutive Services Specialist

[[redacted]
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. In addition, Cortney H[redacted] was very professional and responsive to my issues.
Regards,
[redacted]

Dear [redacted] :
This will confirm receipt of the customer letter dated May 18, 2015 regarding the advertising concern for [redacted], Revdex.com complaint [redacted].
I do not find that [redacted] has any paid advertising with hibu.
Would you please have him supply a copy of the invoice received...

so I can look into this concern further.
Thank you for your understanding during our recent investigation regarding your advertising concern. If I can be of further assistance please give me a call.
Sincerely,
Kris G[redacted]
Executive Services Specialist
[redacted] x [redacted]

Dear [redacted]:
This will confirm receipt of the customer letter dated May 27, 2015 regarding the advertising concern for [redacted], Account Name: [redacted], Seibel Account Number: [redacted], Revdex.com complaint [redacted].
[redacted] signed an agreement with hibu July 9, 2014...

where he purchased a website premium product along with some add on products. Per the terms and conditions of the signed agreement, the maximum number of attempts were made to contact [redacted]. With no reply received, the site was set live by default August 23, 2014. Our guarantee is seven days from the date that the website is set live. There are no comments on the account to support that [redacted] ever called in requesting to cancel the advertising. We successfully pulled our first payment 10/20/14. We successfully pulled our 2nd payment 11/20/14. From here the 12/22/14 payment for $150.46 & the 1/10/15 invoice for $150.46 both are returned due to Concord returned response: Over Limit. The account was written off to a Collection Agency 1/30/15 for $300.92.
Based on the research of [redacted]s’ concern we have determined that no adjustment is warranted. Attached I am including a copy of the signed agreement along with the terms and conditions.
Thank you for your understanding during our recent investigation regarding your advertising concern. If I can be of further assistance please give me a call.
Sincerely,
Kris G[redacted]
Executive Services Specialist
###-###-#### x [redacted]

November 17, 2015Dear [redacted]’s second rejection has been received. However, our initial response again remains unchanged. As previously advised concerning the cancellation request, the sales representative Christine W[redacted] did confirm that [redacted] contacted her regarding the billing and she states that she provided the number for the Customer Service Department which handles cancellation requests. Sales representatives are unable to cancel customer contracts. When a customer contacts Customer Service, the cancellation is done in one of two ways – it is either done with a voice verification or in writing/email. Since [redacted] did not contact Customer Service, the billing continued. When I spoke with [redacted] on 11.10.2015 concerning the cancellation, I asked him to send me an email requesting cancellation and he did. The contract was not cancelled because the Revdex.com complaint was received; it was cancelled because the cancellation request was received as per the instructions in the terms and conditions of the contract.
As for [redacted]’s claim that he was misled, this was addressed in our initial response. I have reviewed the calls between the sales representative and the customer and did not find any conversation regarding the current billing being removed. As advised yesterday, no further action will be taken on this account.
Sincerely,
Heather H.
Executive Services Specialist
Investigations and Resolutions

May 23, 2016Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted]. We have reviewed the distribution issue raised by [redacted] and have confirmed that he is on the opt- out list for the above mentioned directory. Distribution in this area is...

handled by independent vendors. We have reached out to the Distribution department’s senior management and they have ensured that this matter will be addressed with the vendor that handles delivery for [redacted]’s area. We apologize for any inconvenience that this matter has caused [redacted]. If you have any additional questions or concerns, please feel free to contact us at the number below.Sincerely,Heather H.Executive Services Specialist Hibu Investigations and Resolutions

[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:
Regards,
[redacted] Business Name) [redacted]
08.16.2014... I did receive a letter on Aug 11th.. stating that someone would get back to me in 3 days...... so far. 8 days.. and no response!!!!

Revdex.com:Please find attached a copy of the purchase agreement I submitted to Hibu.  I received notification Hibu is going to withdraw money from our business checking account if they find that we owe this money.  I also have requested that all services be discontinued with them.  Their response is that I cannot cancel my Yellowbook ad and they renewed this as of NOvember 3, 2016 because the prior owner of my business signed an agreement in January , 2016 (last year).  I am advised this contract will also fall under their findings after reviewing the legal purchase agreement. 
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]

Dear [redacted]:

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This will confirm receipt of the customer
letter dated November 2, 2016 regarding the advertising concern for [redacted], Account Name: [redacted] Contracting, Account Number: [redacted], Revdex.com
complaint [redacted]. 
We have adjusted in
full the billing that has occurred on the account to date and a refund in the
amount of $568.16 has been credited back to his banking account.   We are working with Mr. [redacted] to resolve all
of his concerns and a final resolution will be provided.
 
Sincerely,
Kris G[redacted]
Executive Services Specialist
###-###-####-3276

Dear
[redacted],
We have received
and reviewed [redacted]’s comments from September 28.  Our position remains the same.
Thank you,
Claudia
B[redacted]
Executive
Services Specialist
[redacted]

July 30, 2014Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted]. We have reviewed the complaint and find that the customer does not have current advertising with Hibu. The last contract was signed January 23, 2011. The...

advertising began in April 2011; the contract was paid in full and the advertising ended March 2012. However, it appears that when the advertising ended, the website was not taken down. We have contacted the website team and the website, [redacted] will be taken down with 24-48 hours from the date of this letter. We apologize for any confusion or inconvenience this oversight has caused.If you have any additional questions or concerns, please do not hesitate to contact us at the number below.Sincerely,Heather H[redacted] Executive Services Specialist Hibu Investigations and Resolutions

January 17, 2017Dear [redacted]:This correspondence confirms receipt of complaint ID [redacted] filed by customer [redacted] of [redacted]. We have reviewed the customer’s complaint and reached out to sales for feedback. The sales representative, Tom B[redacted], provided an email showing...

that an email was sent on 10/12/2016 letting [redacted] know that the website would be set live within 24 hours and the customer responded the same day stating changes had been submitted and the website should not be set live yet. However, our records show that the website was set live the following day.Per the terms and conditions of the contract, the design fee is nonrefundable. However, Mr. B[redacted] has confirmed that he told the customer that she would receive a refund. Since this information was given to the customer, we will refund the design fee of $449.00. We have emailed [redacted] to advise that the refund will be processed and should be received within 7-10 business days.If you have any additional questions or require additional information, please do not hesitate to contact us at the number below.Sincerely,Heather HExecutive Services Specialist

*ear [redacted]: Hibu is unable to provi*e a response as to why the sales representative misrepresente* himself after he was no longer employe* with the company. This is not our practice an* we are embarrasse* this happene*.  We apologize* to the *octor in this regar*.   The client purchase* a click an* impression pro*uct which is *ifferent than a call generator pro*uct.   Most internet campaigns take time to generate results.  Changes to his a*s were complete* an* a 25% a*justment was exten*e* in our efforts to appease the client.  He refuse*. After the a* changes were ma*e, his campaign *i* improve. The client was still not happy so we approve* an early cancellation of his 6-month contract without an early termination fee.  For the 4 months the campaign was running a total of 109,772 impressions an* 460 clicks were receive*. This is more than triple the impressions an* clicks that woul* be expecte* for the campaign performance. In our last effort to resolve this concern we woul* be willing to a*just an* refun* 50% of the amount pai* by the client. This is $421. Please let us know if this is acceptable.  Sincerely,Kris G[redacted]Executive Services Specialist [redacted]irect [redacted]

5/11/15
[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] [redacted]
           Rock Hill, SC [redacted]
           Telephone #: ###-###-####
           Account #: [redacted]           hibu Product: Fort Mill/Rock Hill/16 [redacted]
                                        ...⇄ Dear [redacted]:
This letter is being sent due to the rejected response received on 5/1/2015 concerning the free listings which printed in our Fort Mill/Rock Hill/16 directory for [redacted]. 
I have spoken with [redacted] and we’ve agreed to refund $1760.16, 100% of what they paid for their advertising package in the Fort Mill/Rock Hill/16 directory.  The listing that printed in error was a free listing, and not part of their contract.   The proper documents have been submitted to update the information for future editions. 
I do apologize to [redacted] for the inconvenience this has caused her, but I am glad we were able to compromise on her concerns. 
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania [redacted]...

Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]
           [redacted]
           St Clair Shores, MI 48081
           Telephone #: ###-###-####
           Service Request #: 1-[redacted]6           
Dear [redacted]:
This letter is being sent in response to the correspondence received on 1/25/2015 concerning the bill Mr. [redacted] received.
I’ve spoken with Mr. [redacted] regarding his concerns.  Mr. [redacted] received a bill from a  business called Yellow Business Book and that is not us, hibu formally yellowbook. 
I do apologize to Mr. [redacted] for the inconvenience, but unfortunately I am not able to resolve the concern.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [redacted]

Dear [redacted] This will confirm receipt of the complaint dated 9/26/17 from [redacted], ID [redacted] Our Account: [redacted] and Account Number: [redacted]   [redacted] purchased our Site + Display Basic program. This is a bundled program which includes a...

Standard Website, Wave (which is our claiming product) a 30 second Photomotion Video, Website Assist and an online Display Ad. Term of Agreement is 12 months. When I had worked with [redacted] previously, we discussed how his Wave product was showing a larger error rate because his listing information had already been claimed on numerous search engines prior to our involvement. When listings are claimed prior to our involvement we must submit changes and then must wait for the public edits to be made to the listing information.  The Wave product bills $29.99 each month.  A one-time adjustment for $380.37 was extended and this credit was accepted by [redacted]. This is a 100% adjustment for the cost of the Wave product for the full 12 months.  Additionally, during my conversation with [redacted] it was explained how the other products were performing as they should and how these products do not guarantee phone calls, nor do they guarantee his business will come up on the first page of the search results. These are products to gain online presence for his business. The advertising has all be cancelled in our system due to the account being in arrears. Since I have received this complaint I have had another conversation with [redacted] just to clear up the confusion. [redacted] indicated that he understood his concern was truly with the Wave Product only and that he would be submitting the final payment. Thank you,   Sincerely,Kris G[redacted]Executive Services Specialist [redacted]
 
[redacted]

[redacted],
As stated before, our position is unchanged.
Claudia B[redacted]
Executive Services Specialist
[redacted]
[redacted]

5/23/2016
[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]
           [redacted]
           North Miami Beach, FL [redacted]
 
           Telephone #: [redacted]      
           hibu Product: [redacted]                 
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence received on 5/16/2016 concerning the billing received by [redacted]. 
Due to nonpayment the wave product was cancelled.  I have adjusted the balance due of $115.82.  
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 customer letter dated March 25, 2016 regarding the advertising concern for [redacted], Revdex.com complaint # [redacted].  This is for [redacted], Account Number: [redacted]/SAP.
[redacted] entered into a 12 month agreement with hibu on...

12/3/15 where he agrees to purchase our Wave listing program for $29.99/month. The contract is voice verified by [redacted]. After [redacted] agrees to the advertising program the sales representative transfers [redacted] to our Wave department. He then proceeds to complete the interview for the Wave product this very same day.
The Wave product provides claiming on [redacted], business pages on [redacted] and [redacted], and listings in online directories, search engine and websites. Wave Dashboard will track their digital footprint progress and provide monthly monitoring of business listing information across the network of sites.
In review of the Wave Progress Report everything has been submitted and or verified by hibu as of 1/12/16 and the listing information has been submitted to the search engines to complete the updates.
The Wave product was set live 12/22/15 and the customer’s first invoice was 1/3/16. When I originally worked with [redacted] 2/9/16, a 2- month goodwill adjustment for $59.98 was extended.  [redacted] refused this adjustment.
After receiving the Revdex.com complaint, I listened to the voice recording submitted as authorization for this 12/3/15 contract. A copy of the voice recording was sent to [redacted] so he could also hear the conversation and what was agreed upon. In listening to this call, [redacted] is advised that this is a 12- month contact. In addition to the Wave product, [redacted] is promised a bold listing in the next publication of the Asheville 2016 print directory.  The next publication of this directory is October 2016. I then went back to [redacted] and extended to him a monthly credit of $27.00, annually $324.00, so he could receive a bold listing in the Asheville 2016 print directory at no charge. The offer extended is a full adjustment for the cost of a bold listing for one full year (12 months) in this directory. In addition, [redacted] was again offered the $59.98 one- time goodwill adjustment which he is advised $59.98 could be refunded. [redacted] replied refusing this additional adjustment.   
I then went to [redacted] requesting further details and/or what he was looking for. He refused to provide any further information.
After careful review of the account, we’ve determined our offer to be reasonable and fair. I would need to hear back from [redacted] if he changes his mind and decides to accept the offer presented. During this conversation we will also need to discuss the next step in the process for submitting the agreement.
Thank you for your understanding during our recent investigation regarding your advertising concern. If I can be of further assistance please give me a call.
 
Sincerely,
Kris G[redacted]
Executive Services Specialist

November 10, 2015Dear [redacted]:
This letter confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted]. We have reviewed the account in light of the issues raised by the customer. Our review finds that [redacted] did in fact upgrade his website...

to the new premium Hibu website. However, by upgrading this did not cancel his existing advertising. The existing advertising includes his print ads and the ads that appear on our website www.yellowbook.com. We have reviewed all of the calls between the sales representative, Christine W[redacted] and the customer and we did not find any conversation regarding the current billing being removed. We spoke with Ms. W[redacted] and she did confirm that [redacted] contacted her regarding the billing and she states that she provided the number for the Customer Service Department which handles cancellation requests. Sales representatives are unable to cancel customer contracts. We have now received the customer’s cancellation request via email and it has been submitted.We apologize if [redacted] feels that he was not fully informed of the billing process. If you have any additional questions or concerns, please do not hesitate to contact us at the number below.
Sincerely,
Heather H.
Executive Services Specialist
Investigations and Resolutions