Hibu, Inc

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]

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]

Dear [redacted]:
This letter is being sent in response to the correspondence
received on 1/5/2018 concerning the advertising for Café Joe USA.
We are currently in the process of trying to resolve Mr. [redacted]’s
concerns.
I do apologize to Mr. [redacted] for the inconvenience,...

but we
are still attempting to resolve this.
Thank you,
Cortney H[redacted]
Hibu Customer Service
[redacted]
Email: [redacted]

May 5, 2015Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted] authorized a contract for a Hibu Premium Website and Search. Initially, we received two calls from Sales stating that the customer wanted to cancel....

However, since the customer was not on the line no action could be taken. The individual that authorized the contract is the only one that can request cancellation. A call was received from the customer on 1.13.2015 to request cancellation. The cancellation for the website was allowed; however for the Search program, there is a six month minimum time frame which is specified in the terms and conditions of the contract. The billing for the Search program continued. Since no payment was received, the account was eventually written off as bad debt and the account was closed. We find that there is no basis for a refund on this account and no further action will be taken in regards to this request. If you have any additional questions or concerns, please do not hesitate to contact us at the number below.Sincerely,Heather HExecutive Services Specialist

[redacted] purchased a hibu premium website on 6/11/15.  The site was completed and set live on 7/15/15.  [redacted] was not happy with the site and told us to take it down the same day.  He was going to work with us on changes.  The site continued to bill as per policy.  [redacted]...

[redacted] contacted us on 2/12/16 about the bill.  We issued a credit of $807.50 for the number of months that the site was not up.  Our Escalation Team was to contact [redacted] about changes to the site.  They made 3 attempts to reach the customer for changes.  We received an email from [redacted] on 3/1/16 saying he would not be ready until the next week.  We have no record of hearing anything more from [redacted] with regard to the changes.  The site was not republished.  The credit was used up and we began to pull payments again in September.  The site was cancelled at the customer request on 1/11/17.  I am attempting to reach Scott Dale to offer to remove the balance of $103.20 on the account.

August 29, 2017Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted]. We have reviewed the account and find that the customer’s listings were updated and maintained by Hibu as agreed. When [redacted] initially signed the contract he had a...

71% error rate. As of the date of this letter his error rate is down to 20% as a result of Hibu maintaining his listings. Regarding the customer’s [redacted] listing, below is a link showing that he does appear:https://www.[redacted].com/maps/place/Add+Solar/@[redacted]A further review of the account shows that there was an investigation opened on the account on 8.22.2017. Per the notes on the account, the customer was advised that the Wave would be cancelled. I’ve checked the customer’s product and the cancellation has been processed and it shows that there is no additional billing on the account. We find that there is no basis for an adjustment on the account and we are not offering a refund for the prior payments. If you have any additional questions or concerns, please feel free to contact us at the number below.Sincerely,Heather HExecutive Services Specialist

June 1, 2015
Dear [redacted]:
We have reviewed the issue raised by [redacted] of the incorrect number. On the voice verification, the correct number was confirmed. However, the sales representative did not remove the second number from the contract causing it to print in two of the customer’s three bold listings. In light of this, we will waive the billing for the print portion of the advertising contract which totals $216.00. We have presented this offer to the customer and he has accepted.
If you have any additional questions, please do not hesitate to contact us at the number below.
Sincerely, 
Heather H[redacted]
Executive Services Specialist
Investigations & 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.]
I understand they wont accept the responsibility . I talked to the guy that has the 800 # that works out of his kitchen said he didnt do anything which who knows.I took out a ad and was given as she says listing.Then I guess the salesman of 20 years quit due to other internal issues.The new salesperson had no clue of me that's what HiBi said even though I just made my last payment in Aug.2014 so everyone there had no clue to notify me of the new book.So I lost my Ad listing now I have some other guys phone # attached to my address.You would have thought that they knew they screwed me on several levals that they would have offer so many months for free or a discounted amount something .Instead they do nothing .Since I cant make them do what any ethical moral company would do I have to accept their  internal confusion that they have going on.
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]

6/9/2015
face="Calibri">[redacted]
[redacted]
[redacted]     [redacted]
           [redacted] [redacted]        
           [redacted]
           [redacted]
*
           [redacted]
           [redacted]
           [redacted]
This letter is being sent in response to the correspondence received on 5/28/2015 concerning the advertising bill [redacted] received. 
I attempted to reach [redacted] several times.  [redacted] returned several phone calls to me, but unfortunately we’ve not been able to speak.  I do need additional details on [redacted] concern as I don’t see a balance due on his hibu account [redacted] for advertising in the [redacted]/14 directory. 
I do apologize to [redacted] for the inconvenience.  I do hope [redacted] and I can resolve this concern shortly.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [redacted]

10/15/14
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 #: ###-###-####
           Account #: [redacted]           hibu Product: hibu website/15
Dear [redacted]:
This letter is being sent in response to the correspondence received on 9/25/2014 concerning the omission of print advertising for [redacted].
I’ve discussed the concern with [redacted] and have resolved his concerns.  We’ve cancelled all advertising with hibu.  In addition to the cancellation we are processing a refund for $1059.64. 
I apologize to [redacted] for the inconvenience this has caused him. 
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

2/28/2017
[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]
           Longview, TX [redacted]
 
           Telephone
#: ###-###-####
           hibu
Product: Website- [redacted]                                                                            Dear [redacted]:
This letter is being sent in response to the correspondence
received on 2/7/2017 concerning their website. 
I have spoken with [redacted] and reached a resolution on
the concern.  Hibu is issuing a refund in
the amount of $436.51.   [redacted] has
been informed our refunds do take 2-4 weeks to be received.
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]

10/22/14
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 #: ###-###-####
           Account #: [redacted]           hibu Product: Website/ [redacted]
Dear [redacted]:
This letter is being sent in response to the correspondence received on 10/9/2014 concerning the search campaign [redacted] had purchased with hibu.     
I’ve spoken with [redacted] and resolved the concern.  The search campaign has been cancelled.  We’ve also agreed that I will be processing a one-time adjustment for $515.00, which is equal to one month of search advertising that had billed out. 
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]

October 10, 2017 Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by customer [redacted] of [redacted]. We have been working with the customer to make the requested changes to the wording, text and keywords as they relate to the customer’s Search and...

Display campaigns. The initial changes were not completed as requested and this is what started the concerns raised by [redacted] in his complaint. We have consistently worked with him to edit the campaigns to his satisfaction. As of the date of this letter, [redacted] has advised that he is satisfied with the changes that have been done. In light of the issues that the customer experienced, we offered to waive two months of billing which totals $1200.00 and he has accepted. We now consider this matter resolved. We apologize to [redacted] for any inconvenience he has experienced. If you have any additional questions, please do not hesitate to contact us at the number below.Sincerely,[redacted] H.Executive Services Specialist

12/22/2016
[redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania
1337 North Front St
Harrisburg, PA 17102
RE:     Revdex.com Number: [redacted]
           Dr.
[redacted]/ [redacted]...

[redacted]
           [redacted]
           Cleburne, TX 76033
 
           Telephone
#: ###-###-####
           hibu
Product: [redacted] and
Yellowbook.com/[redacted]
                                        ...⇄
Dear [redacted]:
This letter is being sent in response to the correspondence
received on 12/7/2016 concerning the bill [redacted]
continues to receive. 
I have attempted to reach Dr. [redacted] and was asked to
work with [redacted] on a resolution.  I
attempted to reach [redacted] on 3 occasions to resolve the contract.  I called ###-###-#### on 12/13/16, 12/15/16,
and 12/19/16, but was unable to reach her. 
I do review the concerns and have issued an adjustment to
the account for $552.00.  This adjustment
is equal to 8 months of the website billing at $69.00 per month.  This credit will be applied to the remaining
balance on the Burleson/16 directory.  If
[redacted] or Dr. [redacted] has any additional concerns or questions, I
encourage them to give me a call at ###-###-#### to discuss. 
I do apologize to Dr. [redacted] and [redacted] for the inconvenience
this has caused, but I hope the resolution issued to his account resolves the
concerns.
Thank you,
Cortney H[redacted]
hibu Customer Service
###-###-####
Email: [redacted]

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

April 7, 2014
Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted]. We have reviewed the account and the bundle package that was extended to **. [redacted] on the previous contract is no longer available. It is not unusual for...

businesses to offer specials for a limited time. The fact that the deal is no longer available is a normal part of the business. **. [redacted] states that he is paying the same amount but no longer has a website. This is correct since the website was free last year. With the new contract, the customer is paying exactly for the items that he is receiving.We apologize to **. [redacted] for any inconvenience that he has experienced but we find that no refund is warranted on this account. If you have any additional questions or concerns, please feel free to contact us at the number below.Sincerely,

hibu Inc.Formerly Yellowbook Inc.[redacted]Cedar Rapids, IA 52404Tel: ###-###-####Fax: ###-###-####
3/5/2015
[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]        
           [redacted]
           Bowling Green, OH 43402
           Account #: Non-revenue [redacted]            hibu Product: Bowling Green/15
Dear [redacted]:
This letter is being sent in response to the correspondence received on 2/22/2015 concerning the incident involving the snow blower and the directory.
The concern appears to be regarding another business, Super Pages.  This is not a business related to hibu, formally yellowbook.  I’ve spoken with Ms. [redacted] and advised this is for the incorrect company.    
I do apologize to Ms. [redacted] for the inconvenience this has caused her.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [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]

[redacted]
[redacted] We have reviewed the account and confirmed that the contract is for twelve months. However,after speaking with the sales representative and [redacted] we agree that there may have been...

amisunderstanding. In the interest of resolution, we have agreed to split the contract. Hibu will cover sixmonths (April 2017 through September 2017) and [redacted] will pay six months (October 2017 –March 2018).We are pleased that we were able to come to a mutual understanding. If you have any additionalquestions, please do not hesitate to contact us at the number below.Sincerely,Heather H[redacted]

September 18, 2014
Dear [redacted]:This letter confirms receipt of Complaint ID [redacted] filed by customer [redacted] of ** [redacted]. We have reviewed the issues [redacted] has raised. The advertising in question publishes each year in September with full delivery...

guaranteed by the end of the month. For [redacted]’s current contract, the billing began in October 2013 and billed for 12 months with the final payment due in September 2014. There will be no payment due in November as the customer states in his complaint. The last payment posted to the account on 8.28.2014 and this was for the August statement. The final payment is currently due and this is for the September invoice.According to our records, there has been no change in the publishing, delivery or billing cycle for the [redacted] directory since Hibu acquired it from [redacted] Publishing. Each year, the directory has published and been delivered in September and the billing has begun in October and billed for twelve months, ending the following September. [redacted]’s billing has gone according to this schedule since he has been a valued Hibu customer. Our schedule may differ from what [redacted] Publishing offered but that is to be expected when one company acquires another.In light of this, we find that no adjustment is warranted for the September payment and no refund will be issued for the August payment that was made. If you have any additional questions or concerns, please do not hesitate to contact us at the number below.Sincerely,Heather HServices Specialist Hibu Investigations and Resolutions