Houston Chronicle

Mr. [redacted],I am very sorry for the issues you were having with the [redacted] application and I certainly don't want you paying for something you were able to use.  I have removed the balance of $64.95 off of your account.  I would like to assist in resolving this and hopefully win back your...

services. My contact number is ###-###-####.Sincerely,Angie H[redacted]

Mr.[redacted],My apologies your vacation pack still has not been delivered.  I have escalated your issue to the field and area manager to get those papers delivered immediately.  If you have additional questions please call me at 73.362.3305.Sincerely,Angie H[redacted]

Ms. [redacted],My apologies for the poor delivery service for you and your neighbors.  I have escalated your issue to Mike [redacted] (zone manager) who will be following up with you today to resolve. If you have any questions/concerns please contact me directly at 713.362.3305.Sincerely,Angie...

[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.

11/4 response to complainant:
 
Date Sent: 11/4/2014 10:41:31 AM
[redacted]
After reviewing your account the last payment we received was in the form of a check.  At one time you must have paid by credit card which is how I  have credit card information (only the last 4 digits).  In order to expedite your refund I can process with a credit card which only takes 48 hours to receive or if I process in the form of a check it will take approximately 2-3 weeks to receive.  please call or email at your earliest convenience on how you want me to process this request.  I did leave you a message as well, contact number is [redacted]
 
He provided us a correct credit card to release his refund to and that has been processed.

[redacted]I understand that you spoke with one of the administrators here and they are having a complete paper delivered to you today.  You were provided a direct contact number should you have future issues with your delivery.We do apologize for any inconvenience this has caused you.Thank you,Deirdre B[redacted]Houston Chronicle Support Team.

Hi Stacey,I attempted to contact you direct but got your voicemail.  I have placed a $25.00 credit on the account to extend to 3/12/2017.  I have also forwarded your delivery concerns to our executive delivery team for immediate contact.  I will also follow up with to ensure that your...

were contacted.Thank youDeirdre [redacted]Houston Chronicle Support Team

Revdex.com:
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.  
Sent: Saturday, March 14, 2015 8:30 PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   This complaint has not been resolved. They have not issued a refund
Regards,

Mr. [redacted],Please accept my apology for the billing error that was processed on your account.  I have adjusted your account and refunded your credit card $25.00.  I know your account has been stopped but I would like to get you back as a subscriber.  My phone number is...

[redacted]Thank you,[redacted]

Mr.**,I will email you a written explanation about your one year subscription and the future premium issues for 2016.Sincerely,Angie H[redacted]

[redacted], We reviewed your account, based on the call that came in to Subscriber Services Call Center this morning, the balance was cleared as the original charge was declined.  This was an order that came in through a vendor services.  The account is closed and we have sent an...

email to the field distributors to ensure no papers are delivered to your home address.   We apologize for any inconvenience this may have caused you.   Thank you,Judith V[redacted]
[redacted]
[redacted]
 
o |  [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.  A manager contacted me right away and resolved all the issues.  Thanks so much for your help!

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
From: [redacted] Sent: Monday, December 19, 2016 7:34 AM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   The chronicle did not have a courier for our area, so our route was handled by another guy that did it after he completed his own route, so out paper came at 7:30 instead of 5:30.  It appears that we now have some assigned to our route but I am withholding my opinion for a bit longer.  Sunday's never shown up until I complained at 10 am.   Thanks, [redacted]

This complaint has been escalated to the heads of our advertising division and they have previously been in contact with this customer. We will advise and update once I have received the information back on proceeding with this complaint.

Revdex.com:
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.   Sent: Friday, January 06, 2017 9:47 AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Just to make sure you are aware, there still has been no paper delivered today, even after 2 phone complaints.  The "guaranteed delivery time" is 5:30 AM which rarely happens.  If they actually deliver the paper, it usually happens at 6:15 AM.  This gives a whole new meaning to incompetence.Thanks,[redacted]

[redacted]If you receive any type of invoice from the Houston Chronicle please contact me at [redacted] or [redacted]  As I mentioned on my previous response I did remove the balance from account [redacted]. I also emailed you written confirmation that the balance was removed and no future billing would take place.Sincerely,Angie H[redacted]

[redacted]I have opted you out for the premium issues and refunded you the $18.00 back to your [redacted] you were charged for in error. My apologies for the billing error.Sincerely,Angie H[redacted]

[redacted],Please contact me at your earliest convenience to discuss the 2 Houston Chronicle accounts I was able to pull under your current residence.  My direct number is [redacted].Thank you,[redacted]

[redacted],
My sincerest apologies for the repeat issues you've encountered over our [redacted] publication. I have personally been in contact with our distribution team regarding our inability to handle your request. It is important to me that we resolve your issue once and for all. I am going to be following up with the distribution team and it's management to ensure we permanently handle the issue. In the meantime please keep my information and contact me directly with any concerns you may have, I am here to help you in any way possible. My direct line is [redacted] and my email is [redacted]. Please don't hesitate to contact me.
 
[redacted]  *  [redacted]