Hibu, Inc

[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]. I am so disappointed that Hibu has forgotten about customer service. I will never use Hibu again and suggest that others take their business to a company that respects their clients. I am accepting the small refund offer. only to be done doing business with Hibu.
Regards,
[redacted]

Dear [redacted]:
face="Calibri">This will confirm receipt of the customer letter dated February 28, 2014 regarding the advertising concern for [redacted], [redacted].
We have attempted several times without success to contact **. [redacted] to review his hibu advertising discrepancy, which was first brought to our attention on February 28, 2014.
We have made the following unsuccessful attempts to contact him via telephone:
~~ 3/4/14, # called ###-###-####, status voice message left
~~3/5/14, # called ###-###-####, status voice message left ~~ 3/6/14, # called ###-###-####, status voice message left
It is our goal to resolve this inquiry in a timely manner, so we ask that **. [redacted] contact our Customer Service Department at ###-###-#### within the next 3 business days. We can be reached Monday through Friday from 8:00 a.m. to 8:00 p.m.
If we do not hear from him, we can only assume the inquiry is no longer of concern to him, and close the investigation.
Sincerely,
[redacted]
Executive Services Specialist
###-###-#### x [redacted]

12/15/15
[redacted]Revdex.com of Metro Washington DC and Eastern Pennsylvania 1054 Oak St Scranton, PA 18508 RE:     Revdex.com Number: [redacted]
           [redacted]...

[redacted]
           [redacted]                       
           Langhorne, PA [redacted]
 
           Telephone #: ###-###-####      
           hibu Product: Lower Bucks Co, PA/12 [redacted]         
                                        ...⇄ Dear [redacted]: This letter is being sent in response to the correspondence received on 12/8/2015 concerning the contract [redacted] signed on December 20th, 2011.
I’ve attempted to call [redacted] with no avail.  I’ve called [redacted] on 12/9/15, 12/10/15, 12/11/15, and 12/14/15 each time at ###-###-#### and leaving a message to call me back at ###-###-####.   
I would like to discuss the issue at hand.  If [redacted] is in fact disputing the signature from the contract signed on 12/20/11, I will need two legal forms of her signature.  We can accept driver’s license, back of credit cards, canceled checks from your bank, passports, etc. Please feel free to cross out any sensitive information prior to sending. These documents can be e-mailed to me at [redacted]@hibu.com or faxed to ###-###-#### Attn. Cortney.
Please feel free to call me at ###-###-#### should you have questions.
Thank you,
Cortney H[redacted]hibu Customer Service###-###-####Email: [email protected]

August 12, 2014
Dear [redacted]:This letter confirms receipt of Complaint ID [redacted] filed by customer [redacted] of [redacted]. We have reviewed the account. With directory advertising, there must be time between selling the advertising and compiling, printing and publishing the...

directory. In most cases, advertisers sign contracts anywhere between 6 months and one year in advance. In light of this, we do not bill our advertisers that have purchased print advertising until we have completed the directory. The [redacted], ND directory publishes and is delivered in June of each year and the billing for this directory begins in July.Our records indicate that [redacted] has advertised with us since 2003. Just a brief review of the advertising shows that the contracts are normally signed between November and February. I have enclosed four contracts with this letter as support – the current [redacted], ND 2015 contract along with the prior three years. Please note:• The [redacted], ND 2015 directory was signed 2.7.2014, published June 2014 and began billing July 2014.• The [redacted], ND 2014 directory was signed 1.3.2013, published June 2013 and began billing July 2013.• The [redacted], ND 2013 directory was signed 1.6.2012, published June 2012 and began billing July 2012.• The [redacted], ND 2012 directory was signed 11.18.2010, published June 2011 and began billing July 2011.In light of this information, we find that there has been no error or discrepancy in the billing of the advertising. If you have any questions, please do not hesitate to contact me at the number below.Sincerely,Heather H[redacted] Executive Services Specialist Hibu Investigations and Resolutions

September 12, 2016Dear [redacted],We have reviewed [redacted]'s rejection. Our response did not say that there was no contact prior to August 19, 2016. It states that the Search program was cancelled on that date. It does state that there is no record of a cancellation in July 2016. The email that [redacted] provided is not a cancellation confirmation. It is providing instructions on how to cancel. In light of this, our initial determination stands. Please let us know if you have any additional questions.Sincerely,Heather H Executive Services Specialist Hibu Investigations and Resolutions

May 5, 2015
Dear [redacted]:This correspondence confirms receipt of Complaint ID [redacted] filed by [redacted] of [redacted]. [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 H
Executive Services Specialist

[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]

[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'm rejecting this response because:
The tactics that this company uses to bait and switch are unacceptable.  Your contract really isn't the contract date it's really the date the book is published.  They also trick the customer by have the subscription Auto Renewal!  It's companies like this that all should be very careful of.  The day is hopefully coming that knowbody will need their services.
Regards,
[redacted]

0in 10pt" class="MsoNormal">Dear [redacted]:
This will confirm receipt of the customer letter dated July 16, 2014 regarding the advertising concern for [redacted].  
Based on the information supplied, I am unable to determine [redacted] is a client of hibu.  I attempted to reach [redacted] at the daytime phone provided and I received a voice recording indicating she would be out of the office until July 28, 2014.  Please have [redacted] forward more information.  A copy of an invoice or an account number would be helpful.
Thank you for your time and consideration. If I can be of further assistance please give me a call.
 
Sincerely,
[redacted]
Executive Services Specialist
###-###-#### x [redacted]

My sales representative, Leslie was very personable and likable. I signed a contract on the laptop saying I was paying for my year in advance. On page 2 of the contract-which I did not see until 3-4 months later- it said by signing the previous page I was agreeing to be billed monthly for an additional internet advertising; I HAD verbally DECLINED this service. I made it clear that I only wanted to pay for the paper advertising a year in advance. When I made it known that I had not wanted, asked for, or knowingly signed for this service we were told we still had to pay through the end of this year or we would be sued. FRAUD is what it seems.

Dear [redacted]: 
This email confirms receipt of your letter dated July 9, 2015 regarding the advertising concern for [redacted] of [redacted]. 
Our records indicate that the advertising in question was authorized by [redacted] on November 21, 2014 with our Sales...

Representative, Patrick M[redacted].  The order is for Display Standard online advertising. 
Mr. [redacted] states that the order was misrepresented as he was not advised that the agreement was for a 6 month minimum.  Mr. [redacted] also feels that the return on the investment is very low for the number of impressions produced.  Reports for the online campaign indicate that in the last 90 days the campaign had 230477 impressions with 177 clicks. 
The campaign went live on December 15, 2014 and began to bill.  Mr. [redacted] began to call us in March to request cancellation.  Since this product has a minimum 6 month term, his requests were denied.  Mr. [redacted] told our Collections Department that his Sales Representative, Mr. M[redacted], told him he should be able to cancel.  Mr. M[redacted] is no longer in our employ so we are unable to consult him on the matter.  The campaign was cancelled on June 19, 2015 when the contract was fulfilled.  A prorated credit of $44.12 was posted to the account due to the cancellation.  The balance on the account is $1194.59. 
I spoke with Preston Redwine of [redacted] yesterday about the matter.  We have agreed to adjust 50% of the program or $600.00 one time.  I have also requested that our Sales Department reach out to Mr. R[redacted] to review their advertising program and other Search products. 
We apologize to Mr. [redacted] and Mr. Redwine that they were dissatisfied with our service and felt the need to contact your office.  We hope they accept our apology in good faith and that we may continue to do business together. 
Sincerely, 
Claudia B[redacted]
Executive Services Specialist
###-###-####

Dear
[redacted]:
 
This
letter will confirm receipt of your letter regarding the directory advertising
concern for [redacted] of [redacted]. 
 
[redacted] advised that he is the new owner of [redacted].  He purchased advertising in the Palm...

Springs,
CA [redacted] yellowbook for his business. 
Since the business had the same phone number and address, the
advertising was placed on the same account as that of the previous owner.  We have received the requested documentation
from [redacted] with regard to the purchase of the business and will create a
new account for the Palm Springs, CA [redacted] yellowbook advertising for the
business. 
 
We
apologize to [redacted] that he felt the need to contact the Revdex.com.   We hope he accepts our apology in good faith
and that we may continue to do business together.
 
Sincerely,
 
 
Claudia B[redacted]
Executive Services Specialist
[redacted]

------ Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Dec 29, 2015 at 4:41 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: <[redacted].com>Date: Tue, Dec 29, 2015 at 12:08 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] WANTED TO THANK THE Revdex.com FOR HELPING RESOLVE MY COMPLAINT.
    SINCERELY, [redacted]
 
 
-----Original Message-----From: info <[email protected]>To: [redacted] <[redacted].com>Sent: Sat, Dec 26, 2015 1:22 amSubject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message. If your email program does not support HTML copy and paste the link below into your browser [redacted] 
This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####. Thank you,

[redacted]
This letter is in reply to your letter dated August 15, 2017 regarding the
advertising concern for [redacted]
 
Our
records indicate that the advertising in question was authorized on April 29,
2016.  Per the terms and conditions...

of
the contract, the Claiming and Listing service automatically renews once the 12
month minimum term is completed.  [redacted] requested cancellation of the service on August 10, 2017.  I spoke with [redacted] today and agreed
to remove the $77.78 balance on the account as a courtesy.
 
We
apologize for any inconvenience this may have caused and hope to do business
with [redacted] in the future.
 
Sincerely,
 
 
Claudia B[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:
To begin with my complaint was NOT about not getting the website. It was about their fraudulent billing practices and their refusing to give me an itemized statement. Her accounting would have you believe that
 they always send a "total billed" but they do not. I am enclosing a bill I received 2 Days after her response to you.  Two weeks prior to that their rep told me on the phone I owed $250.25.  In her accounting to you
 she indicates I owe $173.30 and on this bill I just received they say I owe $207.80. This is exactly the type of garbage I hear from them on the phone.  I will not pay a bill until this is cleared up.  They are dishonest about their billing and always have been. 
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 sales representative is represent the company to do the business with client and aware the situation that company did delay and not been final the ads change in time for publishing.  The cancelation was done when the representative was present in the client's office and agreed that he will canceled the future ads on this contract.
I did not proof the ads when the company delay and sent in later with incorrect lay out I immediately contacted the ads department for the problem but no one seems knowing the case ( even gave the ads number) , therefore, I have no choice to contact rep again to have him communicate with ads department.
 
I did not hear back from the representative after the day I told him for the problem to be corrected.  The ads didn't resend either from the company for final approval and way past the publishing deadline.  Therefore,  I have no choice to cancel the contract due to company failed to delivery.  
 
I agreed that if the ads was sent and no action was made from the client side and that may be is the case what company claim about but I firmly think that would not apply to this case because I put in request both ads department and rep but nothing get done in time.
 
The company should waive all the wrong charges includes February due to contract was canceled with representative beforehand.  He is the person we conducted with no matter is buying the ads or cancel that includes any problem incurred by doing the business.  The company should investigate and honor his representative for what his conduct business with client. 
Regards,
[redacted]

Dear [redacted]:
This will confirm receipt of the customer letter dated September
29, 2016 regarding the advertising concern for [redacted], Account Name: [redacted], Account Number: [redacted]/W, Revdex.com complaint [redacted].
In
response to the concern expressed, our records...

indicate a contract was
authorized June 30, 2015 for the renewal of the advertising into Burlington/Delavan/Elkhrn/Lk Geneva/Wtrfrd,WI
2016 & Racine/Kenosha, WI 2017. (Contract attached) To clarify, this
contract did not auto renew.
 
We have
made several attempts to contact [redacted] in order to review the
advertising concern that has been brought to our attention but these attempts
have been unsuccessful.
 
Please
have [redacted] give me a call if she would like to discuss this concern further.
 
Sincerely,
Kris G[redacted]
Executive Services Specialist
###-###-####-[redacted]

June 1, 2015Dear [redacted]:We have reviewed [redacted]’s rebuttal and refund request. As previously stated, a six month contract was signed by the customer and this is why the cancellation request was not honored. The account was not eligible for cancellation until May 2015 and the customer was advised of this. There are notations on the account indicating that changes were received and processed. Additionally, we have spoken with sales and there is no record of receiving the cancellation requests that the customer states were made within days of signing the contract. In light of this, we find no basis for a refund on the account.Please feel free to contact us with any additional questions.Sincerely, Heather H[redacted]Executive Services SpecialistInvestigations & Resolutions[redacted]

Review: Met with a sales representative for an renewal for an add in Yellow Book for the [redacted] Tn area. Agreed on a package including a website development and add in the book with the verbal understanding the website could be cancelled is unhappy in any way. Understood I would be contacted by actual people for the website and changes to the add in the book. Received printed proof through the mail 2nd week of July. I was out of town a few days and did not get to look at proofs until the weekend of July 13th. The Proofs stated they needed to be sent in by July 15th. I made the revisions and sent in but proceeded to try and contact the sales rep about the deadline for the changes. It proof looked like it was my original ad crammed into an tiny add with all the pictures and words from the original large ad. Sales rep sent an email stating she was out the office the whole week so I called customer service-[redacted]- at ###-###-####. He stated the deadline was July 30th but continued to state that no guarantees could be made to the proof before printing. I tried to elaborate on this and he just kept repeating the same statement. When I asked about calling or emailing he said they would try but could not guarantee the add before print date. I didn't understand the justification for an ad a consumer is purchasing but the company is too busy to make the add so it be proofed before print. I asked about the process of possibly canceling my services with the book and he stated I was unable to do so 14 days after signing a contract on June 24th. I stated I never received any contract or a copy of a contract and that no information was disclosed about the cancellation policy. I made the point that 14 business days had not passed since meeting with the sales rep. [redacted] proceeded to hang up on the conversation. This was the first time calling customer service with this company, usually I deal with the sales rep. To be hung up on was disappointing. I had to call back. [redacted] answered and apologized for [redacted] hanging up. I proceeded to ask for a cancelation after being hung up on. I was scared on the future customer service I would have to deal with in setting up the future website through Hibu and Yellow Book. I discussed the dissatisfaction on many levels and reinstated that no contract was provided to me or revealed to me about any cancellation policies. I was understood I could make changes up until the the print date and approval of the proofs. Hibu refused to even proceed and take any action to rectify this matter and only repeatedly stuck to the statement that it was past the deadline. I stated that I didn't receive any contact from Hibu until after their "secret" cancelation deadline and had no idea things would progress in this manner. I had no intentions of canceling anything when calling originally but I after being told I will be forced to proceed with the advertisement, with out necessarily getting to proof the ad before print, I wanted to get out. All representatives reinterated that I will be forced to proceed with putting the ad in the Yellow Book despite my disapproval even though the book is not scheduled to be printed for 2-3 more weeks and that the ad has not even been proofed or finalized. The customer service reps seemed like they felt sorry for the situation but would not even attempt to rectify the complaint.Desired Settlement: Stop the development of advertisement ad with the Yellowbook to avoid future business and charges by their company. Contacted company 7-13-13 catacted sales rep and 7-16-a3 contacted customer service within 14 business days to discuss matter. Company seems uninterested in stopping production of ad and is forcing the continued development of the ad. Print is not for 3 weeks and no work or revisions has been done on the ad. Hibu seems genuinely uninterested in customer satisfaction.

Business

Response:

Dear [redacted]:

Review: I signed a contract with this business dated February 9, 2013. It should have been superseded by a contract I signed on March 12, 2013. Instead the company kept both contracts as active and double billed me for a total of $374 per month when it should only be charging me $187 per month. I contacted them on March 18. I contacted them again on March 25. To date it has not been resolved.Desired Settlement: I would like to cancel my contract with them at this time.

Business

Response:

April 3rd, 2013