Hibu, Inc

5/20/15
[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]      ...


           [redacted]
           Rohnert Park, CA [redacted]
           Telephone #: ###-###-####
           
Dear [redacted]:
This letter will confirm receipt of your letter dated May 8th, 2015 regarding the advertising invoice for Dr. [redacted] of [redacted] offices.
The invoice was not sent by hibu.  We have no contract or account with Dr. [redacted].  I spoke with [redacted] 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[redacted]hibu Customer Service###-###-####Email: [email protected]

[redacted] [redacted]Product: [redacted] [redacted] [redacted] Contact: [redacted] ([redacted]@[redacted].com) Complaint: [redacted]5.12.2016Received Revdex.com complaint filed by customer [redacted].Customer states the following:They would never advertise in a phone book. An employee at their Rock Island location signed the contract but was not authorized to do so; only [redacted] is authorized.They called to cancel but were advised that they would have to pay for both accounts through August of 2017.Since their initial call, they have closed one of their locations and called on 5/10 to cancel but was left on hold for over 10 minutes and no one answered the call. They say that this happened twice.They were told that not receiving enough clicks was cause to cancel. They pointed out that they only received one but within the next 2 days they had over 40 and feel that this is suspicious.Investigation has been opened; confirmation email sent to customer.5.13.2016Reviewed the contracts for [redacted] 16 & 17; both were signed by [redacted]. The contact name on the contract is [redacted].Emailed the s/r to confirm the first name of the signer as it is not discernible from the signature.5.16.2016Received email response from the s/r but she does remember the first name of the signer; she thinks it may be [redacted] but she is not positive.Reviewed the website and there is a [redacted] listed as part of the team.Both contracts were authorized by the same person; [redacted] has been paid consistently with no disputes.There was a call in Nov 2015 requesting the balance due; there was no dispute of the contract then.Review of the account shows that there is no basis for an adjustment.** for [redacted] is not until 6/10/2016 so this can be cancelled.Called complainant [redacted] to advise. Customer stated that they should not be responsible for the billing on the existing contract.I advised that by the signer presented themselves as authorized when signing with the s/r; any dispute at this point is an internal matter and cannot be addressed by Hibu.Customer referenced another account for [redacted] ([redacted]) that they state was not authorized. This account was authorized by [redacted].Reviewed the account and they have advertised since Jan 2012. Advised that the response is the same with this account but they can cancel [redacted] as well.I provided my email and provided instructions for cancellation.The customer stated that they have not received any business from the ads and contends that this is basis for cancellation of the existing contracts, not just the new. Advised that business is not guaranteed and is not basis for cancellation. Also advised that the print published in Aug 2015 so there is no way to cancel.Customer then referenced complaints that she has found online; advise that I will notate the account with her concerns.Customer is sending an email to cancel [redacted] for both accounts. I will submit the cancellations once they are received.I have responded to the Revdex.com; closing as no basis for adjustment.5.19.2016The customer has filed a rebuttal reiterating that the signer was not authorized.Customer also states that money is being automatically drafted from the bank account.Responded and advised that our position remains the same.For [redacted], the account is set up on [redacted]. In the response I advised that they can contact the Billing department to request that the [redacted] be deactivated.No further action needs to be taken.[redacted]/[redacted]/Sr CC RepCust Srvc – Investigation Opened SAP/BOOK/YR/CT#: [redacted] – [redacted] , [redacted] 16 – [redacted] HEADING/UDAC and/or Product SKU Description: All CONTACT NAME& PREFERRED COMMUNICATION: [redacted] ADVERTISING ISSUE: Received Revdex.com complaint filed by customer [redacted]. Customer states the following: They would never advertise in a phone book. An employee at their Rock Island location signed the contract but was not authorized to do so; only [redacted] is authorized. They called to cancel but were advised that they would have to pay for both accounts through August of 2017. Since their initial call, they have closed one of their locations and called on 5/10 to cancel but was left on hold for over 10 minutes and no one answered the call. They say that this happened twice. They were told that not receiving enough clicks was cause to cancel. They pointed out that they only received one but within the next 2 days they had over 40 and feel that this is suspicious. Investigation has been opened; confirmation email sent to customer. INCORRECT: NA S/B: NA ONE CALL RESOLUTION: No ONE CALL RESOLUTION ACCEPTED BY: NASETTLED AMOUNT: NA CALL BACK NAME/ # / EMAIL: [redacted] ([redacted]@[redacted].com) Customer Email [redacted]/[redacted]/Sr CC RepExplanation of Responsibility and Cause: The signer represented himself as authorized to sign on behalf of the company. There has been no error and the matter will need be addressed internally between the business and the signer. [redacted] is still eligible for cancellation and instructions have been provided to the customer [redacted]. A response has been sent to the Revdex.com. No further action is required. Contract#: [redacted], [redacted] Error Type: authorization Root Cause: no error Responsibility: no error Product: legacy- bundle User: NA Chargeback Requested: no [redacted]/[redacted]/Sr CC RepOFFER PREPAREDAdjustment based on:Click here to enter text. Annual amount $Click here to enter text. One-time adjustment $Click here to enter text. Click here to enter text.CLOSING INVESTIGATION AS: No basis for adjustment . SETTLED AMOUNT: NA PERSON SETTLED WITH: NA [redacted]/[redacted]/Sr CC Rep

Dear...

[redacted]:
 
This letter will confirm receipt of your letter dated July 29, 2015 regarding the advertising concern for [redacted] [redacted] of [redacted] [redacted] [redacted].
 
[redacted] contacted us regarding the cancellation of their website.  She provided a copy of an email sent to us on January 27, 2015 requesting cancellation.  [redacted] states she emailed the request to the address on her invoice; [email protected].  Unfortunately, we did not receive her request because the email address on the invoice is incorrect.  The website was cancelled August 3, 2015 and we agreed to refund her payments since January 27, 2015 in the amount of $624.93.  We have notified the appropriate parties to correct the email address on our invoices. 
 
We apologize to [redacted] for any inconvenience this error may have caused. We hope the [redacted] accept our apology in good faith and that we may one day do business together again.
 
Sincerely,
 
 
Claudia B[redacted]
Executive Services Specialist
###-###-#### x[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]

Dear [redacted]
I did have a conversation with hibu in August and received two emails from them as well (See Attachment).  I did not rebut the response because I did not receive a copy of the response from hibu. 
My contract for in October 2013 did include the website as is shown on the attached contract as did the October 2012 contract.  When discussing the issue with the Sales Rep in October 2013, the contract included the [redacted] County website and it was then discovered that the website had been shut down for months prior to that renewal even though it was still showing on the contract.  In addition, the [redacted] County website was supposed to be on the 2012-2013 contract.  The contract for [redacted] and [redacted] Counties were signed on the same dates originally and should have run at the same times. 
The 2012 and 2013 contracts were supposed to be the same as the original contract in 2011.  Furthermore, the October 2012 and the October 2013 contract both include the [redacted] County website as you can see from the attached contracts (See attachment).  Because they were on the contract, the assumption was that they were still in operation.  I was never advised that the [redacted] County website was removed or that the [redacted] County website expired.
I attempted to resolve this matter immediately after the contract was signed in October 2013 and told hibu that I did not want the contract without the websites.  My business required the websites for the advertising to work and dropped off dramatically in the summer of 2013.  Hibu never offered any adjustments to the contract for the loss of the website that was displayed on the contract. 
Now I am receiving threatening emails from the collection agency.  I sent a letter to [redacted] requesting information as to what the $2,627.50 due entailed (See attachment) and received the response I forwarded to you earlier (See Attachment).  I notified hibu immediately that I did not want the advertising if the websites were not included.  In June 2014 my entire bill was $875 and it is now $2,627.50 although there has been no explanation of what those charges entail.
Please be advised that I would accept the $500 adjustment toward the past bills, but since I was not getting what I had contracted for and contacted hibu immediately upon finding out the website was not working, I believe that the October 2013 contract for the [redacted] and [redacted] County advertising should be voided.
I am willing to work with hibu to come to some sort of settlement but they continue to say that the websites were not in the contract, even though the contract indicates that they were.
Please consider this my rebuttal to the response from hibu.  I would like to go forward with this complaint.

Revdex.com:
I'm glad to hear that the business does not show me having an invoice in their data base. Nevertheless, I have reviewed the response made by the business in reference to complaint ID [redacted], and am attaching the invoice that they are requesting. I usually receive invoices like theirs but it usuall say, in fine print, that they are "not actual bills". This particular one, that I have attached, does not say anything like that at all.
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:  The information provided to you by HIBU is not the entire story.  I contacted them countless times to cancel my account, within days of signing up.  Our website didn't go live as planned.  We were without a website for several days.Beginning September 25, 2014 at 5:29 pm, I started contacting them about the problems with my site.  On September 26, 2014 at 1:12pm I reached out again, trying to get the changes made.  When the site went live in October (after several days of no site at all), it was incorrect.  The site never got fixed, so I should receive a full refund of $599 for it.  Beginning October 23, 2014, I began receiving monthly bank drafts of miscellaneous amounts (That one was $108.22).  I'm told they're for the search program, which I never received any business from, as I was guaranteed.  I told my rep I no longer wanted to continue with the services, as I was promised things that I never received.After weeks of not getting in contact with me, my rep emailed me 11/4/14 at 11:28am stating she's had medical problems and hasn't been available.By December 1, 2014, nothing had been accomplished/changed on my site or search, so I began researching options outside of HIBU.  On December 2, 2014 at 4:04pm, I sent an email requesting a copy of my signed contract because I was continuing to have misc. amounts of money withdrawn from my bank account.  I received no response.The total refund I've requested is $2,408.02, $599 for the site and $1809.02 for the total miscellaneous bank drafts made.
Regards,
[redacted]

April 8, 2015Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of Wheeler Automotive. We have reviewed the account and see that the initial link that was sent to [redacted] of his website was a link to the template that was used to...

build his site rather than the actual website. This was an unfortunate oversight on our part. We have spoken with the sales representative Andy C[redacted] and he has stated that he did not advise the customer that there was a three month trial basis but that he advised that the contract was a month to month contract. A further review of the account shows that an adjustment was processed to the account in the amount of $455.07. This is the credit that was referenced by Matt M[redacted] in his email to the customer. The email did not state that a refund would be given.However after reviewing the notations on the account it does appear that there were several issues that the customer has experienced. As a courtesy, we will refund the payment of $455.07. If there are any additional questions or concerns, please do not hesitate to contact us at the number below.Sincerely,Heather H
Executive Services Specialist

Dear [redacted]:This letter is being sent in response to the rejected reply received 1‘/15/2018, concerning theadvertising for [redacted].Hibu has processed the credit and has begun the refund process for $452.97. Please note ourrefunds do take 2-4 weeks to be received.I do apologize to Ms. [redacted] for the inconvenience.Thank you,Cortney H[redacted]hibu Customer Service

7/9/15
[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]
           Fife, WA [redacted]
 
           Telephone #: ###-###-####
           hibu Product: Pierce Co/15 [redacted]            
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence received on 7/6/2015 concerning the tracking phone number that printed in the ads for the Pierce Co/15 directory.
I’ve spoken with both [redacted] and his wife regarding the situation.  We have agreed to a refund of $294.00.  I’ve sent a settlement release agreement to [redacted] to have signed agreeing to the refund.  Once this agreement is received, the refund will be issued to [redacted] within 2 to 4 weeks. 
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]

2/24/2017
[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]
           [redacted]
           Columbus,
OH [redacted] 
 
           Telephone #: [redacted]    
           hibu
Product: Website- [redacted]            
                                        ...⇄ Dear [redacted]:  This letter is being sent in
response to the correspondence received on 2/16/2017 regarding the website Hibu
built and billed for [redacted]. 
[redacted] authorized a website with Hibu on 9/16/2016 for
$99.96 per month. On 9/29/2016, [redacted] completed the website interview with
our Digital Service Consultant, Kirsten F[redacted]. 
During this interview there was no mention of her being in the process
of moving and not wanting the website to go live yet. [redacted] provided two
addresses, two phone numbers, two fax numbers, and two email addresses for each
of their locations to be placed on the website. 
[redacted] did say she was not prepared to give us a lot of information at
the time. She and Kristen agreed she would send in the information, photos, and
logos she wanted.  [redacted] was made
aware that we will build the website with the information we receive, then the
website would be sent to her to review, but if we don’t hear from her within 5
days the site will go live and billing will begin. [redacted] was emailed a
website proof on 10/14/16, 10/18/16, and 10/20/16 as well as called on
10/18/16.  [redacted] contacted Kirsten on
10/20/2016 and said she is in the middle of moving and does not have time to go
over the changes yet.  [redacted] said to
not set the site live but that she wanted to keep the site and will make
changes as soon as she can, she would try and review that following
weekend.  An email was sent out to [redacted] after this call confirming the billing would begin for the site as the
build process was completed. [redacted]
did not contact us back with any additional changes or information to use on
her website.
Thank you,
Cortney H[redacted]
hibu Customer Service
[redacted]
Email: [email protected]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I have not been refunded as of 11/10/17
Regards,
[redacted]

---------- Forwarded message ----------From: Hayes, Cortney (US-CDR) <[email protected]>Date: Fri, Apr 15, 2016 at 3:45 PMSubject: Revdex.com- Affordable Health Insurance Inc [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Hello,  I went to login to the Revdex.com site for complaint number [redacted] and it says there is nothing for us to do.  I wanted to send a reply as the concern is resolved.  Thanks,  Cortney H[redacted]Senior Customer Care Specialist t: ###-###-####| f:###-###-#### Attn: Cortney6300 C St SW Cedar Rapids, IA 52404www.hibu.com CONNECT WITH US ON SOCIAL MEDIA

[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.  They left me a message that they have cancelled the account.
Regards,
[redacted]

10/17/2014
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 #: ###-###-####
           Account #: [redacted]           hibu Product: Yellowbook.com-W/[redacted]Dear [redacted]:
This letter is being sent in response to the correspondence received on 10/15/2014 regarding the advertising bills she’s receiving for her yellowbook.com products.   
I’ve spoken with [redacted] and discussed the concerns.  We’ve agreed to a current adjustment of $79.00 plus the late charges of $1.19 and billing charges of $4.00.  I’ve confirmed with [redacted] her yellowbook.com products are cancelled.  [redacted]’s account will be paid in full once the adjustment of $79.00 is applied.
I do apologize to [redacted] for the inconvenience this has caused her, but I am glad we were able to resolve her concerns.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

[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 as Answered]
 Complaint: [redacted] is rejecting this response because:It fails to address why the refund was issued. It also attempts to absolve themselves of any incorrect actions on their part which is completely false.It fails to mention what was said on their part that led us to agreeing to do business with Hibu  in the first place. It did not address the inaccurate information given to me by Jeremy S[redacted] and others.Hibu doesn’t just let people out of contracts just because people asked. Please explain why it was determined why we were issued the refun  
Regards,
[redacted]

12/8/2017
[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]
           [redacted]
           Lititz, PA [redacted]
 
           Telephone
#: ###-###-####
           hibu
Product: Lancaster/18 [redacted] 
                                        ...⇄ Dear [redacted]:
This letter is being sent in response to the correspondence
received on 12/1/2017 concerning the advertising package received for Robert
Gabriel & Associates Inc. 
I’ve spoken with [redacted] and have agreed Hibu will
adjust the balance of the Lancaster/18 directory in the amount of $624.00.  [redacted] is aware she is still
responsible for the remaining balance of the Lancaster/17.   
I do apologize to [redacted] for the inconvenience, but I
am glad we were able to resolve her concerns.
Thank you,
Cortney H[redacted]
Hibu Customer Service
###-###-####
Email: [email protected]

12/29/2016
[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]
St N
           Moorhead, MN 56560
 
           Telephone
#: ###-###-####
           hibu
Product: Wave/ [redacted]      
                                        ...⇄
Dear [redacted]:
This letter is being sent in response to the correspondence
received on 12/16/2016 concerning the ownership of the [redacted] listing for [redacted]
[redacted]. 
I’ve attempted to reach Mr. [redacted] multiple times, 12/20/2016,
12/22/2016, and 12/27/2016 to discuss his concern, each time a voicemail was
left. On 12/20/2016 our Wave department
emailed an invitation to Mr. [redacted] to gain ownership to the [redacted]
listing.  The email was sent to [redacted].[redacted].com and came
from Wave Support.  If Mr. [redacted] has
any additional issues I encourage him to reach out to me via email at [redacted] or by phone at
###-###-####.
I do apologize to Mr. [redacted] for the inconvenience this
has caused him.
Thank you,
Cortney H[redacted]
Hibu Customer Service
###-###-####
Email: [redacted]

2/27/2017
[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]
           [redacted]
           Mabelvale, AR [redacted]
 
           Telephone #: ###-###-####   
           hibu
Product: Yellowbook.com/Wave [redacted]      
           
Dear [redacted]:
This letter is being sent in response to the
correspondence received on 3/9/2017 regarding the advertising purchased by Mr.
Morris. 
                                        ...⇄
I’ve spoken with [redacted] regarding his concerns.  I let him know per our records we did claim
his [redacted] listing on 8/17/2016.  I also
let [redacted] due to the time it took for us to claim the listing an adjustment
of $345.00 was issued as a goodwill adjustment. 
[redacted] is a longtime customer with us and therefore our adjustment was
above and beyond what is normally offered for his type of concern. [redacted] does have an outstanding agency balance
with us for over $5,000.00.  [redacted]
offered to settle the balance for a onetime payment of $2,000.00.   Hibu has declined this offer and is not able
to settle for this amount.  Hibu does not
find any wrong doing and therefore no adjustment has been offered.
I do apologize for the inconvenience this has caused Mr.
Morris and I am sorry we were not able to come to a resolution.    
Thank you,
Cortney H[redacted]
hibu Customer Service
###-###-####
Email: [email protected]

I am the sales and and marketing head for my company and have authorization to make said complaint