Hibu, Inc

May 4, 2015Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted] [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 is in response to [redacted], Account Name:  [redacted], Account Number: [redacted], complaint [redacted].   We have [redacted]’s agreement on a resolution therefore our position stands.   Included is the recorded call where [redacted] does accept the offer.The original complaint was filed as [redacted] states his business website was down for three months. We validated the website was down from 2/11/17 to 2/24/17, for a total of two weeks. The website bills $29.00 per month.  [redacted] insists it was down since January 2017 through the first week of March.  It was agreed to an adjustment of $87.00 around the 10 minute mark of the call. When our sales representative went to visit the customer on 2/24/17 in response to his website being down, the customer requested cancellation of the Memphis Area Wide, TN 2018 print advertising.  It was too late for us to cancel their Memphis Area Wide print advertising and/or their Wave online advertising.  Around the 11 minute mark of the call, the client agreed to a 3-month adjustment of $90.00 and the removal of the billing charge. Then on 3/15 a call back to the client was made to process an additional adjustment of $52.80 per month over the 12-month billing cycle for a total of $633.60 for the Memphis 2018 advertising.  If I can be of further assistance please let me know.   Sincerely,Kris G[redacted]Executive Services Specialist ###-###-####-[redacted]

Dear
[redacted],
This
letter will confirm receipt of your letter regarding the advertising concern
for [redacted] of ** [redacted].
 
The
advertising in question is a package which includes listings in the 2016-2017 Steel
Valley, OH...

yellowbook and our WAVE Product.   Unfortunately, the business name was
misspelled in the directory.  We have
opened a ticket with our WAVE Support Team to resend the post cards to the
customer in order to verify his [redacted] and [redacted] listings online.  We offered to refund the payments the
customer made totaling $117.48 and do a future credit for the next 3
months. [redacted] has refused the
offer.  We will continue to work with the
customer to reach a mutually satisfactory agreement.  Sincerely,Claudia B[redacted]

March 30, 2017Dear [redacted]:This correspondence confirms receipt of complaint ID [redacted] filed by customer [redacted] of [redacted]. We have reviewed the complaint filed by [redacted] and found that the contract that was signed for advertising in the Big Rapids/Fremont/Newaygo, MI 2017...

directory was submitted but an error occurred and the contract did not proceed through the system. This caused the advertising to be omitted from the above mentioned directory. In light of this error, we have offered the same advertising program at no charge in the next printing of the directory. We have notified the sales representative and requested that they contact the business to secure a new contract. Once the contract has been entered, the billing will be waived and there will be no balance for the year. We apologize for any inconvenience this has caused.If you have any questions, please do not hesitate to call us at the number below.Sincerely,Heather HExecutive Services Specialist Hibu Investigations and Resolutions

This will confirm receipt of the customer letter dated September 25, 2014 for ID [redacted] regarding the advertising concern for [redacted], [redacted]. The response to this rebuttal is exactly the same as it was in the response sent 9/17/14, and again on 9/22/14. The client needs to reference the terms and conditions of the agreement.  No additional adjustment is being offered.
Sincerely
Kris G[redacted]
Executive Services Specialist

In response to the rebuttalreceived 1/21/16 from [redacted], Revdex.com Complaint [redacted], we have updated our system to remove [redacted]’s postal route from the scope of our delivery.  In ensuring that [redacted] does not receive the Yellowbook by removing his route from delivery, we have removed 588 residential and business customers from the delivery of our book.  Again, this is to show our efforts in ensuring that [redacted] does not receive our book in the future and our commitment to follow through by eliminating the full route, not just his listing.
 
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]

This correspondence confirms receipt of complaint ID [redacted] filed by [redacted]. We have reviewed the concerns raised and that Ms. [redacted] is correct. The updated phone number was included on the contract for the Beulah/Frankfort/Honor, MI 2016 directory but the number did not get...

updated in the ad. For the Beulah/Frankfort/Honor, MI 2017 directory which auto-renewed (per the terms and conditions of the contract), and the number printed again. In light of this, a refund of $312.38 is due for the 2016 contract and a full credit of $300.00 is due for the 2017 auto-renewal contract. We have reached out to Ms. [redacted] via email and phone but have not yet received a response accepting the offer. Once we receive a response, the adjustment and refund will be processed. We apologize for any inconvenience this has caused. If there are 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 ###-###-####

Dear [redacted]:
 
This letter confirm receipt of your letter dated June 17, 2015 regarding the advertising concern for [redacted] of [redacted].
 
Our records indicate that the advertising was authorized on October 14, 2014 by [redacted] with our Sales Representative,...

Emily B[redacted].  There is a recording on file. 
 
Based on the research of the concern, no adjustment is warranted and the advertising will continue to bill as contracted.  I spoke with [redacted] about the matter and have emailed a copy of the recording to them.
 
We apologize to [redacted] and [redacted] that they felt the need to contact your office.  We hope
[redacted] accepts our apology in good faith and that we may continue to do business together.
 
Sincerely,
 
 
Claudia B[redacted]
Executive Services Specialist
###-###-####

Complaint: [redacted]
I am rejecting this response because:
------- Forwarded message ----------From: [redacted]<[redacted].com>Date: Tue, Aug 4, 2015 at 1:44 PMSubject: Re: #[redacted]To: [email protected]
No refund has been issued via check or credit to [redacted].  The last correspondence we received was that the business would be issuing a refund.-- 
[redacted]Fife, WA [redacted]###-###-####
Regards,
[redacted]

9/22/2017
[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]
           Corinth, MS [redacted]
 
           Telephone
#: ###-###-####
           hibu
Product: Corinth/18
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence
received on 9/12/2017 concerning [redacted]’s advertising concerns.
I’ve spoken with [redacted] and we have agreed to a future
credit to be used in our next Corinth directory.  The credit is in the amount of $18 per month,
$216.00 for the year.  Our sales representative,
Dustin M[redacted], has made his first attempt to [redacted] yesterday, 9/21/2017m to
set up future advertising. 
I do apologize to [redacted] for the inconvenience this has
caused, but I am glad we were able to resolve the concern. 
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]
I just got the email last night in regarding the credit.  I want to thank you for your service. [redacted]

11/20/14
font-family: 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]
           Telephone #: ###-###-####
           Account #: [redacted]
           hibu Product: Search/ [redacted]
Dear [redacted]:
This letter is being sent in response to the correspondence received on 10/31/2014 concerning the search campaign [redacted] was inquiring about.    
I’ve spoken with [redacted] regarding the concern and we’ve agreed to a refund of $1088.50 .  There appears to be a misunderstanding on what [redacted] wanted the product to do and what our product is designed to do. 
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]

Dear [redacted]:
This will confirm receipt of the customer
letter dated January 31, 2017 regarding the advertising concern for [redacted] Account Name(s): [redacted]/MA and [redacted] [redacted]/*, Revdex.com complaint [redacted]. 
For account [redacted]...

[redacted]/MA, a
contract for Greater Tri-State, WV 2017 bundle advertising was voice authorized 8/29/16 by [redacted] for
$145/month.
For account [redacted] [redacted]/* a contract for Quincy 2017 bundle advertising was voice authorized 10/20/15
by J[redacted] for $19/month.
A copy of both agreements, as well both voice
recording have been sent to the email address [redacted]@[redacted].com so the customer is able to listen for
themselves what was agreed upon.
For your records, I am attaching the email
sent to the customer.
These are legally binding agreements. Based on
the review of this concern there is no basis for an adjustment.
Sincerely,
Kris G[redacted]
Executive Services Specialist
###-###-####-[redacted]

May 30, 2014
Dear [redacted]:Again, we have already addressed [redacted]’s concerns. There was no cancellation of the contract and our initial determination stands. We will not address this any further with [redacted]. If you have any questions, please do not hesitate to contact us at the number below.Sincerely,

HIBU has offered to resolve my complaint, and I am working with HIBU on the details of the resolution with the assistance of my legal representative.   I very much appreciate the assistance of the Revdex.com.  Very truly yours,[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. 
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. 
Regards,
[redacted]        I accept the response  thank you.

We have reviewed the resident's comments. Going forward, no deliveries will be made to this particular complex. This will ensure that [redacted] will no longer receive a directory. Please let us know if there are any additional questions. Thanks,

[I was told a credit of 28.00 will be given  a 28.00 credit for one month plus the late fees I don't see that mentioned.so a little concerned.I paid up front for 6 moths 170.00.At 28.00 for 5 months is 168.00 and was told I have two more months however the last bill came in 95.38  so is this wrong is this the balance of remaining 6 months?
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]

[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:Again this is a different answer then what [redacted] sent for the last complaint notice. So once again I will outline my complaint with greater detail and my complaint has not changed.-She says that I singed and agreed to everything in this contract. OK. When I signed the contract it was is a loud work shop on a greasy work bench. I looked at the contract and according to what I see written my monthly obligation is $79. There was a charge of $129 for a magazine ad and some other processing fees. This matched what the sales rep [redacted] was telling me so I signed it. If you look at my contract you can see my monthly obligation amount states $79 per month. Now the sales rep told me that I would get a better deal if I paid for this magazine ad. The deal was that I pay one time $129 for this ad and I would not have to pay to build my website which was a lot more. So I agreed and again the monthly obligation portion of my contract seemed to match what he said. - I was told to make out one check for the Magazine add for $129 and another with the word VOID written on it to set up a monthly automatic withdraw of $79 per month. If this $129 was an additional charge then why wasn't Hibu withdrawing the $79 plus the $129? I would have seen the additional money coming out and asked these questions a long time ago.- Within a two weeks of signing the contract and well before any ads were published I split with my business partner. I called my Hibu rep [redacted] to inform him of the changes. I told him that I needed to change my billing address but my business name would remain the same. He replied " I don't think that [redacted] ( my ex partner) will like you keeping the name [redacted]". So with this I asked If I could sign a new contract under a new name. He replied that I could. I then went trough the trouble of changing my DBA name from [redacted] to [redacted]. I never did get a new contract or billing address as noted below.- After over a month and a half of botched ad proofs with Hibu constantly listing my business name incorrectly, out of frustration and the fact that I was paying for service that I was not getting, I finally agreed to go live with the website and still did not have a new contract.- My wife and I both asked Hibu repeatedly to change the contract information. It got to the point that we requested a new sales rep. Hibu agreed to setting us up with a new sales rep but then we never heard about it again and no new sales rep ever contacted us and when we asked we got no answer. When I called [redacted], My old sales rep he told me " I don't know. All I know is that you asked Hibu to not have me as your sales rep but I will call my manager and let him know."- If I were trying to get over on Hibu and not pay the $129 a month then why would I ask them over and over to update my contract? The only changes that I wanted to make were to the business name and billing address.- Sometime in November a collection rep from Hibu called me and we got into a heated argument about me owing Hibu hundreds of dollars. I knew that the $79 dollars was being taken out of my account each month. I Hung up with him and called [redacted], because I still did not have a new rep, and asked him what was going on. He told me again. I was told that you did not want me for a rep. so I don't know. when I begged him to look at my account and ask him what my billing address was he told me that it was still the old one and apparently I did not know about the $129 a month because my ex-partner was getting my bills.- I then went online through my Hibu account but still no contract at all was in my file. I sent a help request to Hibu to locate my contract and update my billing information. The response I got was  please send us your phone number so that we can call you. I thought, thats pretty dumb since Hibu has no problem calling me and asking for money and my number is on my ad. Sometime after this is when I finally gave up and contacted the Revdex.com.In addition to the lost business because of this. I have other expenses such as business cards and ads that show my website as [redacted].com but if my customers go to this site it is not there. This looks bad for me. I have been in contact with an lawyer and we are currently awaiting the outcome of this Revdex.com complaint. Below is the contract Agreement for[redacted] ( should have been changed to [redacted] as requested)Billing Info:Attn: [redacted]###-###-####            ( should have been changed to [redacted] as requested)Billing Info:Email: [redacted]Fax:###-###-####hibu Inc.Publisher of YellowbookOrder Number: [redacted]Sales Rep: [redacted]Jun 14, 2013Alphabetical Listings will appear as follows:Listing 1[redacted] .................... ###-###-####  ( here is my phone number!!!!!!!)Web Listings:Web Listing 1[redacted]###-###-####Magazines: Magazine-MidAtlantic 2013Listing Copy Ad Appears UnderClassifications/HeadingsAgreement TotalsOther Fees Total $: 1,896.00Payment On Other Fees $: 348.00Other Fees Unpaid Balance $: 1,548.00Monthly Agreement Total $: 79.00          (If you look at the pdf version of this contract you will see that this is the only monthly obligation listed)      Deposit on Monthly Agreement Total $: 0.00Prepaid Discount $: 0.00Payment DetailsCurrent Amount Paid: $348.00Method: eCheckIVR Confirmation #: [redacted]I AUTHORIZE MONTHLY PAYMENTS FROM THEACCOUNT PROVIDED TO HIBU INC. ORHIBUTEL.,INC.AD Plan OtherFeesMonthlyA Home Improvement & Remodeling DQCN - Dbl Qtr Col Magazine 12 mo 129.00 0.00Magazines: [redacted] MA First In Home: Aug 13Total $: 1,548.00 0.00Deposit Paid $: 0.00 0.00Yellowbook.com: Yellowbook.com[redacted]WebListingCopy Ad Appears UnderClassifications/HeadingsAD Plan One Time Monthly1 A Claiming CMG - Claiming Advantage NP 0.00 0.00Coverage Area: National1 A Net PhotoMotion Video NPM - Net PhotoMotion Video NP 0.00 0.00Coverage Area: NationalSet Up Fee SUF - Set Up Fee 348.00 0.001 A Sheds-Tools & Storage NSP - Net Silver Placement NP 0.00 10.00Coverage Area: [redacted] County, MA1 A Website ADW - Advantage Website NB 0.00 69.00Coverage Area: NationalTotal $: 348.00 79.00*Future payments set up on Recurring Deposit Paid $: 348.00 0.00Print: [redacted] County, MA 2014Estimated Distribution: 71,500 (see paragraph 4b below)Listing Copy Ad Appears UnderClassifications/HeadingsAD Plan One Time Monthly1 Lumber-Mfrs. RL - Regular Listing F 0.00 0.001 Sawmills RL - Regular Listing F 0.00 0.00Page 1 of 12Print: [redacted] County, MA 2014 CONTINUED...Estimated Distribution: 71,500 (see paragraph 4b below)Listing Copy Ad Appears UnderClassifications/HeadingsAD Plan One Time Monthly1 A Sheds-Tools & Storage DQCC - Dbl Qtr Col-4 Color/Process SD 0.00 0.001 Sheds-Tools & Storage ABLN - Anchor Bold Listing F 0.00 0.001 White Pages * WBLN - White Bold Listing F 0.00 0.00M-Monthly Total $: 0.00 0.00Deposit Paid $: 0.00 0.00All monthly invoices will include a $4.00 Billing Charge (Auto Pay customers excluded).By signing this agreement Customer agrees that an electronic record of this agreement can be provided to the Customer asthe sole copy of the agreement Customer receives from hibu. Customer agrees that hibu may transmit Customer'selectronic record of the agreement to Customer using the e-mail address and/or fax number specified by Customer on thisagreement or otherwise communicate with or transact business pertaining to this agreement by e-mail. Customer agrees itis customer's responsibility to provide an accurate e-mail address and/or fax number, to confirm Customer is receiving emailsfrom hibu and to update hibu in a timely fashion if Customer's e-mail address and/or fax number changes.Agreement for- [redacted] Order Number:[redacted]Jun 14, 2013Page 2
Regards,
[redacted]