Houston Chronicle

Hi [redacted],Thank you for contacting the Houston Chronicle.  I attempted to call twice but got your voicemail. We are sorry to hear that you are having problems with your home delivery.  A complaint has been entered on the account and we have escalated the issue to the...

distribution team.  This issue will be resolved.  A credit adjustment of $100.00 has been applied due to missed deliveries, to extend the account's renewal date to 9/13/17.  Thank you for your business,Deirdre B[redacted]Houston ChronicleCustomer Care Representative.

Mrs. [redacted], I apologize about the issues you have experienced with your delivery. I am following up with this distributor and will see to it that your 5 Sunday papers are delivered with your Wednesday paper in the morning. It is unacceptable that you had to wait this long, and I sincerely apologize...

about the miscommunication that you received. I am including my direct contact information in the event you have any issues in the future, please don't hesitate to contact me. Also, as tomorrow's papers will contain election results and various information about Tuesday's elections, there is a an expected one hour delay for delivery as the paper goes to press later than scheduled. I just wanted you to be aware of that for in the morning. I look forward to bringing this problem to a complete resolution for you immediately.  Thank you, Dennis [redacted]/ Director of Home Delivery - Houston Chronicle - dennis.[redacted]@chron.com / Office 713 362 6347

[redacted]After reviewing your account I do see it was stopped and I personally removed the balance of $19.45 from account [redacted].  Also put your phone number on the DNC list.Sincerely,Angie H[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 would be satisfactory to me.

Ms. [redacted],Sorry I wasn't able to speak with you when I called.  I am sending you a confirmation email to address all your concerns.  My direct contact number is 713.362.3305.Sincerely,Angie H[redacted]

We have communicated with our distribution team regarding Mr. [redacted] delivery complaints.  We have updated delivery instruction that are relayed to the courier on the subscribers account.  I spoke with Mr. [redacted] this am and he received a call this morning from the General Manager in his...

area who provided him with his contact information.  He received paper on time this past Sunday.

Mr. [redacted],I'm sorry we haven't been able to speak, I tried again at your home number and wasn't able to leave a message.  I did adjust your account for the premium issues which I opted you out for and applied credit for those issues.  I also adjusted your rate to $5.00 week which extends out your renewal date to 12/30/16.  Please contact me at your earliest convenience.Sincerely,Angie Honerkamp

[redacted]My apologies your paper continues to be delivered after 3 phone calls and you also wrote a letter to the cancellation dept. to stop delivery.  I have contacted the district and area manager to make sure there is no more deliveries at [redacted]...

**  [redacted].  I will follow-up with you today as well as tomorrow to confirm no delivery of the Houston Chronicle.  If you have any questions please contact me directly at 713.362.3305.Sincerely,Angie H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]  Although we have not yet met a resolution, I am hopeful that we will.

Mr. [redacted],I really thought I had this resolved.  I have contacted the field & zone manager as well as our circulation director to resolve the delivery issues at once.  I will get today's paper delivered immediately. Credit has also been applied.Sincerely,Angie [redacted]

We have been in contact for the past several weeks regarding your delivery issues. I apologize we didn't have an immediate fix but our communication was open and I was aware that we were making progress. As I spoke with Mr. Ehlinger regarding showing our good faith, I didn't place a credit on...

your account, I placed a refund for you to show you our sincerity regarding your issue and our commitment to improving the situation. You have received a credit for every complaint you have filed and we fully understand it's not about restitution for the issues, but actually eliminating the problems altogether. I apologize that we upset you to the point of feeling the need to file a Revdex.com complaint even as we continued to be in constant communication and worked to resolve the issues and I understand your frustrations. We will continue to work to improve and resolve the issue regarding your delivery.
Please contact us directly should you encounter issues again,
Dave W[redacted]
Vice President, Distribution- [redacted]
 
Dennis G[redacted]
Director Customer Services- [redacted]

[redacted]My apologies for the continual delivery of the paper after you have called multiple times to stop and request all-digital only since you have moved. I have contacted the field managers to make sure the paper is stopped immediately.  I will follow-up with you tomorrow...

to confirm there was no paper in your yard.  I also emailed you confirmation of our phone conversation which includes my contact info.Sincerely,Angie H[redacted]

Ms. [redacted]After reviewing your account I do see your yearly payment of $418.00 did not honor the full year do to rate increase.  I have removed the balance and restarted your account effective Saturday, April 8th.  I will contact you to discuss any other concerns you may have. I can be...

reached at [redacted]     Sincerely,Angie H[redacted]

Ms. Roberts,My apologies for the delivery issues last week.  Your distributor was involved in 2 wrecks, Tuesday & Wednesday while delivering the paper and training, also was out recovering from his accident which caused very late deliveries or no papers.  I have credited your account...

for the missed papers.Delivery should resumed Monday, March 13th.Sincerely,Angie H[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I do not want to speak about problem without correspondence in writing. When I called before, I spoke to customer service and my issue was not resolved. 
Regards,[redacted]

[redacted]My apologies you did not receive your gift card after multiple calls/emails you have made.  I did research and found where an e gift card request was submitted on 7/12/16 to [redacted]   I am working with the redemption team to have another $10.00...

gift card MAILED to you.  Once I receive confirmation that it is in the mail I will follow-up with you.If you have any questions/concerns please contact me directly at [redacted]Sincerely,Angie H[redacted]

Members of our advertising team, including the advertising director attempted to meet with you today, as scheduled to review and resolve the complaint at your offices this morning. Upon arrival we were informed you were not in the office and wouldn't be available for at least another hour. We apologize we couldn't stay and wait for you although the offer was made to us by your representative. We left our information regarding rescheduling a meeting to discuss the issues and review the facts of the agreement in hopes of finally putting this to rest for you. We look forward to your communication to set up another meeting to resolve this matter.    
 Thank you

[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 would be satisfactory to me.  
The Houston Chronicle representative telephoned within a few hours of my complaint, immediately understood the problem and corrected the subscription immediately.  She was courteous, and more than resolved the situation.  I am sorry that I had to resort to a Revdex.com. Complaint, but the Chronicle has made contacting a local representative impossible.  Hopefully, the Chronicle will work with their overseas contractor to make the customer support better.  Thank you for helping

[redacted]My apologies you did not receive a callback.  I will contact you today and escalate to the field manager and resolve the deliver issues.Sincerely,Angie H[redacted]

[redacted]This is a duplicate to your original Revdex.com complaint that I responded to. Again I will make sure the papers are no longer delivered to your residence. Thank you,Angie H[redacted]