Houston Chronicle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
There has been no mention of reimbursement or credit for my out of pocket expenses for having to buy my own newspapers when they were not delivered by youNot only did I pay the Chronicle IN ADVANCE for a service I never received but I was forced to come out of pocket each week by purchasing what you didn't deliverCredits were "offered" weekly when I called in to complain but rarely were they ever posted to my accountSimply correcting the delivery service does not make everything okYou made double the money off of meUnacceptable!

Ms***Please accept my apologies your refund was not processedI have submitted your refund and a check in the amount of $will be mailed to you.Thanks, *** ***

Ms***,My apologies for the billing error. I have refunded your American Express $11.90, usually takes 24-hours for processingI left you a message to discuss further, if you would like to call me my contact number is 713.362.3305.Sincerely,Angie H***

*** ***,My apologies, I was under the impression the complaint was resolved and you were getting your Sunday papers every Sunday and on time. I will contact you again to discuss further.Thank you,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint From: *** *** *** Sent: Monday, April 13, 12:PM To: drteam Subject: Claim *** They threw the paper again this weekendI will call *** with The Chronicle again, but I wanted you to knowThis is unbelievable and obviously needs to be escalated to someone else. Thank you, *** ***
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint There has been no communication from the Chronicle to *** ***It is good to see they have some sort of guarantee regarding results from their advertisingKnowing that makes us absolutely sure that we have done the right thing by exposing the injustice done to us and the charges we paid for a service that was not performedThey have held the contract we signed over our head and threatened to turn us over to the credit bureau for not paying the last payment when if fact they did not live up to the contract and promises made to ***For one year of services we paid approx THOUSAND DOLLARS! They need to refund back to us for services we did not receive and at the least make an attempt to provide something showing whatever results they think they provided
Regards,*** ***Owner *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** *** Sent: Wednesday, March 11, 8:PM
To: drteam Subject: Complaint#*** The Chronicle delivered that *** *** again March 7thIs there anything we can do to escalate this because obviously they are not going to stop it? Do I need to contact the state consumer agency or get a lawyer/call one of the news channels? They delivered it when I was out of town, which is exactly why I don't want them throwing it in my driveway or yardPerhaps I need to go to their office in person? I shouldn't have to do that, but this is beyond reasonable Thank you, *** *** ***

Ms***,I know we spoke last week regarding your delivery issues and hopefully the problem has now been resolvedAs I mentioned I applied credit due to the delivery issues and going forward anytime you have a concern please let me know.Again please accept my apologies.Thanks, Angie
H***

Ms***,
We apologize for the issues you have encountered with delivery that caused the cancellation and refund request you originally madeI also want to sincerely apologize about the delays that have resulted in providing you closure to the issue as wellAs you know the card you used
to start the account is no longer available to process a refund and we need a different card to be able to reimburse your funds, otherwise a check must be issued and that is a much longer porocessWe called you this morning and left a message and as soon as we have that new card number information we will process the refund and those funds will be back to you within hours of processingI cannot apologize enough for the handling of this matter and feel terrible that our communication was so poor that you had to file a complaint for resolutionThis is not the way we do business and I am working with my customer service team and our accounting department to prevent this from happening in the futurePlease call us back and provide us the new card information so we can finally put this to rest for you and feel free to contact me directly should you have any questions or needs in the future
Thank you,
Dennis Garza
Customer Service Director
Houston Chronicle Media Group
Texas Ave
Houston, Texas
Office | 713-362-
Cell | 832-549-
Fax |
Email | [email protected]

*** ***,I want to apologize for the delivery issues you are currently experiencingI have contacted the field manager to get this resolved ASAPI also applied a month credit to your account for all the missed/late papers. I left you a message to contact me so we can discuss
this further. My contact number is ***.Thank you,Angie ***

Ms***,
We sincerely apologize for the issues you have encounteredWe have completed a full review for both accounts that you have and are rectifying the situation for you todayYou will receive a call from an account manager this morning to discuss the issue and provide you with the
explanation and closure you deserveWe will see to it that you are charged and credited correctly and that your account is set up properly as of todayWe are also going back through every contact you had with our customer service department to coach and follow up with every individual you spoke with regarding this matter. There is no excuse for the shortcomings that resulted in us not being able to resolve your issue the first time you called, nor the subsequent times after that
Should you have any issues in the future please feel free to contact me directly by phone or email and I will see to it that it is handled immediately
Thank you,
*** *** *** *** *** ***
*** ***
*** *** ***
*** *** ***
*** * ***
*** * ***
*** * ***

*** ***,It was a pleasure speaking with you. I have been in contact with the district manager and I will make sure the *** *** *** *** are being delivered to you as well as your paper on a daily basisI will follwith you next Wednesday to confirm you received the
correct *** *** *** *** ***Thanks,*** ***

[redacted]My apologies for the billing error. I do see you spoke with one of our customer service agents who credited you for the premium issues and bill fees. I also adjusted your most recent payment of $28.95 and waived the bill fee as well. With those credits applied I revised your renewal date...

to 3/5/17. I will personally follow-up with you to discuss any other concerns you may have.Sincerely,Angie H[redacted]

I called customer service last month to cancel my subscription. They sent me another bill now for $21.95. I want them to waive this bill. I have called their customer service number many times. When I ask for a supervisor, I was told either they were unavailable(untrue), or transferred to a bogus...

line that hangs up on me. I really think they are scamming people. You can't get to a supervisor! Something is wrong! I want them to waive the $21.95.
We apologize for the confusion you have experienced regarding your account. We have reviewed your call history and confirmed you have called twice since February 1st -May 3rd. Our records indicate your calls were to cancel March 10th, where you agreed to remain a customer and were retained on a $2.00 weekly promotion and again yesterday when you called and were cancelled per your request. We also are aware of the email correspondence you received from our digital support team advising you of the resolution of your account issues from yesterday.
It's important that you're aware the charges you were billed ($21.95) were actually correct. You were on a $2.00 a week promotion and were billed for 8 weeks, and since you have declined to take advantage of our EZPay option, you were billed the 5.95 bill processing fee. All Houston Chronicle subscribers have been and are currently notified of this fee on every printed bill issued. Upon review of the bill you will see it clearly states , "If you choose EZPay, you authorize the Houston Chronicle to automatically charge the credit card you indicate. EZPay deductions will begin based on the start date and will occur thereafter every four (4) weeks. Any outstanding balances will be processed with the first EZPay charge. If you choose the printed bill option, a $5.95 charge will be applied to each bill for processing costs." We apologize that you feel it is a "scam" as you put it in your complaint, but  it is a valid fee that is assessed to subscribers who choose to receive a printed bill and can be easily avoided by changing your payment/ billing status. The rate of $2.00 a week is one of the highest discounted rates we have for subscribers (Our Sunday edition alone is $2.50 for a single copy), and we are sorry to hear that you chose to cancel that preferred offer.
Our digital support team waived the balance of your account in good faith understanding you were highly upset. We went above and beyond to settle your complaint and resolve all related issues you brought up in the email to our team prior to this complaint with the Revdex.com. As well, we are reviewing your calls to customer service for your claims of being hung up on and being refused the ability to transfer to a supervisor. Your feedback will be valuable for our staff to hear your opinion and allow us to improve on our efforts to appease and resolve such issues in the future. We consider this complaint closed and hope that we have done all we can to provide closure to you for this issue. 
 
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Ms. [redacted],My apologies for the inconsistency with the delivery and billing at the Houston Chronicle. I would like to discuss this further. I will contact you at the number provided on your account, if I don't speak with you can call me at [redacted].Thank you,Angie H[redacted]

[redacted]My apologies due to the billing issues.  I noticed you had cancelled your subscription recently due to billing issues.  I would hate to lose you over this issue and would like to speak with you personally.  I did refund credit you for premium issues totaling $10.00, total...

refund is $11.59.  My number is 713.362.3305 or by email at [email protected],Angie H[redacted]

[redacted]I have opted you out for future premium issues also credited you for those charges which extends out your renewal date to 8/20/17.Sincerely,Angie H[redacted]

Revdex.com:
I just checked my Chronicle account online and it does not reflect that any corrections have been made.  I attempted to call Angie at the two phone numbers which she included in her response and I left her a voice mail. These are the same phone numbers that I've been trying to reach her at for the last 2 weeks. I have not received a call back from her. Regards,[redacted]

Sent: Tuesday, February 09, 2016 7:08 AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]  This  complaint, Re: ID # [redacted]- Houston Chronicle Publishing, has been resolved to my satisfaction.   [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.