Hoyt Construction, Inc.

Re:  #[redacted] – [redacted] I am writing in response to Mr. [redacted]’s rebuttal.  In his original complaint he requested a desired settlement of $87.75.  The Post-Gazette has refunded him that amount.  The amount of $87.75 equals the three payments that were charged to his credit card in 2017.  I believe the refunds fulfill the settlement request.  Mr. [redacted] misunderstood my statement that “the account was active”.  I did not intent for the statement to be interpreted that deliveries had been made since March 2017.  The independent carrier was notified that the account was active and should have been delivering a newspaper every Sunday.  I apologize that a paper was not delivered and that I was not clearer about this point.  Regarding his mention of the verification process, as I stated in the initial reply, this occurs through contact with the independent carrier.  That process was initiated on September 21, 2017.  Mr. [redacted] has not been contacted since because a response from the independent carrier has not been received.  Since the refunds were already processed and the account closed, the verification process was ended and the independent contractor notified of the action.   Thank you, Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Thanks. Re:  #[redacted] – [redacted] [redacted]I am writing in regards to the complaint filed by [redacted].   The information concerning vacation credits, or the courtesy of extending a subscriber’s expiration date when the account is on a temporary hold was removed from...

thePost-Gazette’s website and renewal notices in March 2015.  In August 2016, the verbiage: Credit will not be issued for the time period while a subscription account is temporarily stopped was added to the Post-Gazette’s website and renewal notices and the practice commenced.  In an effort to further ensure that subscriber’s were aware of this change, carriers were instructed to insert a flyer into all home delivered newspapers during the period of July 28 – July 30, 2016 explaining this practice.  Subscribers that place their print subscription on a temporary hold can still access PGe during this period.  PGe is an exact replica of the printed newspaper.  We realize that this option is not suitable for everyone.  Another alternative available to subscribers is to request a vac pak.  Vac pak service has been available to subscriber for more than 20 years.  The carrier will save the newspapers while the subscriber is away and deliver them in a complete package upon their return.Although Mr. [redacted] has been a long time subscriber of the Post-Gazette and we appreciate his continued business, there are no plans at this time to change the vacation policy back; which formerly included the courtesy of extending a subscription term.  I encourage him to activate the digital portion of his subscription to enjoy the newspaper while he is away or request a vac pak to read the news upon his return.  Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Re: #[redacted]I am writing in reply to the consumer complaint filed by [redacted]. I apologize about the delay in resolving this matter.The subscription account for Mr. [redacted] is inactive. A refund was processed today in the amount of $5.15. This is the remaining...

credit balance on the account. Mr. [redacted] paid $33.15 on January 8, 2015 for a subscription. He received a premium item, an Entertainment Book, at the time of the sale. Orders cancelled prior to the end of the term, regardless of the reason, are subject to a reduction in the refund amount of the cost of the premium item. The value of the Entertainment Book was $28.00.We have contacted the Independent Distributor in Mr. [redacted]’s area. Should Mr. [redacted] wish to initiate another subscription, delivery can be started at no cost to him for the initial 13 week period.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

July 6, 2016Revdex.com[redacted]Re:  #[redacted] – [redacted]I am writing in reply to the consumer complaint filed by [redacted].  I apologize that her interactions with the Circulation department have been less than professional....

 The billing information has been updated on her father’s subscription account to reflect Ms. [redacted]’s address.  The next billing invoice will be mailed to her.  The last payment of $55.25 on May 15, 2016 will cover delivery through July 28, 2016.  A renewal invoice is scheduled to be sent shortly.  The subscription is also set up on the senior discounted rate.  Ms. [redacted] can also view her father’s subscription status through our customer portal at any time at www.post-gazette.com/subservices If you need further assistance please feel free to contact me at [redacted]. Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Re:  #[redacted] – [redacted]I am writing in regards to the complaint filed by [redacted].  The information concerning vacation credits, or the practice of extending a subscriber’s expiration date when the account is on a temporary hold was removed from the Post-Gazette’s...

website and renewal notices in March 2015. In August 2016, the verbiage: Credit will not be issued for the time period while a subscription account is temporarily stopped was added to the Post-Gazette’s website and renewal notices.  In his complaint, Mr. [redacted] mentions that the ne* vacation policy is in small print on the back of the bill.  Actually, the message:  Our subscription policies have changed. Please review reverse side for new and updated terms was added to the front of the invoice, at the top, in bold. I have attached a copy of the invoice.  The practice commenced on August 1, 2017. Mr. [redacted] received three invoices that contained this information prior to placing a vacation stop on his account in December 2016.    When Mr. [redacted] entered his vacation stop request online, information concerning the change in the vacation policy was prominent in two places on the website.  I have attached a copy of the web page the Mr. [redacted] visited to place his vacation stop in December 2016.  Subscribers that place their print subscription on a temporary hold can still access PGe and enjoy unlimited access to post-gazette.com during this period. Mr. [redacted] also mentions in his complaint that he does not read the paper online.  This may be true for some subscribers; however, he does utilize our online services.  He signed up for access to our digital products n December 2015 and logged in as recently as April 18, 2017.  I have attached a copy of his registration and recent access.  Even though Mr. [redacted] has been a long time subscriber of the Post-Gazette and we appreciate his business, there are no plans at this time to change the vacation policy back; which formerly included extending a subscription term.  Although I believe ample notification was provided to him concerning the change in vacation policy prior to him entering the vacation stop online; as a courtesy, I have refunded the credit that was depleted during the vacation time period and permanently closed his subscription account.   Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

August 9, 2017   Revdex.com Suite 200 400 Holiday Drive Pittsburgh, PA 15220   Re:  #[redacted] – [redacted] [redacted]   I am writing in response to the complaint filed by Andrew Flowers.  [redacted] Inc. was previously contacted in regards to this...

complaint.  A representative from [redacted], Inc. has informed me that the telephone number, ###-###-#### have not been called since May 1, 2015. I apologize that the response to this complaint was not submitted sooner.  If further assistance is needed, please feel free to contact me at ###-###-####.  Thank you, Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

I am writing in reply to Mr. [redacted]’s rebuttal.  I apologize; there is no further information to provide him concerning this matter.  The Post-Gazette does not share its business processes and practice with customers.  We appreciate that he has brought his concerns to our attention and we have discussed them with the independent contractor.   I am truly sorry for the inconvenience this matter has caused him.   Thank you, Mary S[redacted]Manager of Audience Interaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
How long does it take for a reply to be received from this unknown entity being referred to? If I'm not mistaken, we are in the ballpark of a month!  More importantly: I have never chosen to do business with, agreed to any services, or had any charges by any other business except for the Pittsburgh Post-Gazette; is it not the Pittsburgh Post-Gazette's responsibility to manage the relationship with this unknown independent contractor?  If so, why cannot we get a response?   I would love to close this issue as well, and while being refunded is part of it, unfortunately I've had to dedicate so many resources to making this happen that I would like to gain an understanding of where the disconnect lies to resolve this completely.
Regards,
[redacted]

Re:  #[redacted] – [redacted] [redacted]I am writing in reply to the consumer complaint filed by [redacted] [redacted].  The customer service representative that was corresponding with Mr. [redacted] stopped his digital subscription yesterday.  Today, after the credits are processed, three payments of...

$9.96 will be refunded to Mr. [redacted]’ VISA card.      Mr. [redacted]’ payments occurred on the 15th of every month.  The charge amount was for 28 days.  His payments were actually paying for previous access, not paying in advance.  In his complaint, Mr. [redacted] mentions that the payment of $9.96 charged onJanuary 15, 2016 should have taken his account to February; however, that is not what happened.  This payment actually paid for access through December 26, 2015.  Some accounts are paid in advance, and some are paid in arrears, it depends on how the billing date is set up.  When a specific date is entered for the EZ Pay, or automatic payment billing date, the payment is equal to 28 days at the account rate.  Since there are some months with more than 28 calendar days, the extra days beyond 28 are unpaid.  The charges for these extra calendar days are then deducted from the next payment the following month.  In January, Mr. [redacted] utilized the Post-Gazette’s customer portal to self manage his subscription account.  In doing so, when he changed the credit card on his account from [redacted] to [redacted], the automatic payment billing date was also changed.  The account no longer reflected a payment date of the 15th of the month.  The billing date was reset so that the charge would occur at the end of the paid period.  Since the paid period was December 26, 2015, a payment for the 4 week term was processed immediately.  The amount of the payment for the four week term, however, was not enough to bring the account current, so another payment was processed.  These payments are processed automatically.   The third payment which occurred in January brought the account current and paid for access through February 20, 2016. The Make a Payment page in the customer portal would have displayed the December 26, 2015 date under the Renews On section, indicating when the next payment would occur. In regards to the gift subscription Mr. [redacted] mentioned; the gift subscription request was received on December 15, 2014, more than one year after he started his own digital account at the same address on October 3, 2013.  Only one active account is permitted per address.  Information concerning this disclaimer was provided on the order page. As I stated earlier, the three payments of $9.96 will be refunded to Mr. [redacted] today.  I will also honor his previous request to the customer service representative for a complimentary six month digital subscription to the Post-Gazette which will begin on March 10, 2016. I apologize for the inconvenience to Mr. [redacted] and thank him for continuing to subscribe.   If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

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]

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,
Pamela Truffa

Re: #[redacted] — [redacted]
I am writing in reply to the consumer complaint filed by [redacted] I apologize about the difficulties Mr, [redacted] has experienced in trying to opt out from receiving the Post-Gazette’s Premium Magazine content, Our staff is attempting to address customer...

questions and concerns as quickly as possible. We also offer two other methods, besides telephone contact, for subscribers to contact the Post-Gazette concerning this matter; email and submissions through our website.All contact options have been published in the Post-Gazette multiple times, distributed by the earners via a flyer that was inserted in newspaper deliveries and advertised on our website; www.post-gazette.comI did verify that Mr. [redacted]’s request to opt out from being billed for the Insiders Guide and future magazines was previously processed. The Post-Gazette does not comment on its business decisions; however, I will state that other major metro newspapers across the country have similar programs. This program is not unique to the Post-Gazette nor did we create it. Although I do not know of any at this time, it is possible that other programs either similar or different to this one may be offered to subscribers in the future, I apologize for any inconvenience to him and thank him for being a subscriber.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Re:  #[redacted] – [redacted] I am writing in regards to the complaint filed by [redacted].  An independent contractor services the area in which Ms. [redacted] resides.  I referred her complaint about the continuation and sporadic delivery of the Sunday Extra product to Jim...

G[redacted], Regional Operations Manager for her area.  The independent contractor was informed by Mr. G[redacted] to cease all deliveries of the Sunday Extra product to [redacted] immediately.  No further editions should have been delivered since. I apologize for the inconvenience to Ms. [redacted]. We apologize that this matter was not previously resolved.  If you need further assistance please feel free to contact me at ###-###-#### or Mr. G[redacted] directly at ###-###-####.   Thank you,  Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Re:  #[redacted] – [redacted]I am writing in regards to the complaint filed by [redacted].  A second refund to her VISA card ending in [redacted] in the amount of $3.24 was processed on February 21, 2017.  Both refunds total Ms. [redacted]’s subscription payment of $30.00. If you...

need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I spoke to Mary S[redacted] on 2/3/16 and she said she would refund the $58.50.  On 2/4/16 I checked my online banking statement and I was refunded the amount of $58.50, but there was also another charge of $58.50 on the same day.  Therefore the refund took care of the initial charge of  $58.50 on 1/13/16, but now I have been charged again and I am right back where I started. Plus I got a sunday paper last week which I have repeatedly told them I do not want.  I will fax the Revdex.com a copy of my online banking statement to proved that a second charge has been made.  I need this resolved and refunded.  I have taken steps with my bank that the PPG cannot charge my card again and this will remain in effect for 2 years.  I just want my $58.50 refunded.  Mary S[redacted] has not returned my calls.  I left her a VM on 2/5/16 & 2/8/16.  It is very sad that the PPG is being represented this way.
Regards,
[redacted]

Re: #[redacted] - [redacted]I am writing in reply to the complaint filed by [redacted]. I apologize about the delay in responding to her concerns. The consumer’s request to begin a Sunday only print subscription was started on May 10, 2015. Her subscription was extended an extra week due to the...

missed delivery on May 24, 2015. Her paid subscription term will end on August 9, 2015.If you need further assistance please feel free to contact me at [redacted].Thank you,[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Re:  #[redacted] – [redacted]I am writing in regards to the complaint filed by [redacted].  Ms. [redacted] contacted the Post-Gazette on May 8, 2017 to report that she did not receive the newspaper that she ordered.  The representative stopped her subscription and refunded her...

payment of $29.25 to her credit card.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

Re:  Consumer Complaint:  [redacted] – [redacted]     To whom it may concern:               I am writing in response to the complaint filed by [redacted].  I have contacted the...

telemarketing vendor that has been contacting Ms. [redacted] in regards to adding daily delivery to her exisiting Sunday print subscription.  They will cease all further calls in regards to changing her delivery service frequency.  I have also asked them to address the manner in which their representatives conduct the sales calls.  I thank her for bringing her experience to our attention. The offer that the telemarketing company called her about and subsequently submitted to the Post-Gazette on December 1, 2017 includes adding delivery of the daily newspapers at no extra charge to her Sunday subscription rate.  This is indeed what occurred.  If Ms. [redacted] compares the subscription invoice she received on October 30, 2017 to the subscription invoice she received on December 11, 2017, after the change in delivery frequency, she will see that the subscription term amounts are the same.  She is not being charged any additional fees for the daily newspapers.  I have attached copies of both invoices for reference.  I apologize for the inconvenience to Ms. [redacted].  Her current subscription has been changed back to Sunday only, and I have processed her request to cancel at the end of her subscription term.  I hope that in the future, she will decide to subscribe again.  If further assistance is needed, please feel free to contact me at ###-###-####.    Thank you,     Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

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]

Re: #[redacted] [redacted]I am writing in regards to the complaint filed by [redacted]. The credit card charge of $129.48 was for the digital subscription Mr. [redacted] initiated on April, 2011.His annual renewal date had been in July since 2014. The payment amount of $129.48 has also not changed....

It was $129.48 in 2014 and $129.48 in 2015.Mr, [redacted] disputed the July 2015 charge of $129.48 with his credit card company. The subscription account was active when his credit card company removed the payment credit of $129.48 from the Post-Gazette. There was not enough credit in his account to cover the refund of $129.48. This chargeback reverted the account to an arrears status. This difference left a balance owed in his subscription account.Since Mr. [redacted]’s subscription account was set up in 2011 for automatic renewals using his credit card; when the account went into the arrears status, a charge was made to his credit card to bring the account current. This is the payment from July 22, 2015 that Mr. [redacted] mentions in his complaint. The Post-Gazette did not also charge him on July 23, 2015.The Post-Gazette did refund the July 22, 2015 payment to Mr. [redacted]'s credit card; however, a second dispute from his credit card company was received after the refund was issued. Mr. [redacted]’s credit card company removed the payment credit of $129.48 from the July 22, 2015 payment from his subscription account. The subscription account was still active and once again reverted to an arrears status.There was not enough credit in his account to cover the second chargeback of $129.48. This difference left a balance owed in his subscription account.Since Mr. [redacted]’s subscription account was still active and still set up for automatic renewals using his credit card, a charge was made to his credit card to bring the account current. This is the payment, on August 10, 2015 that Mr. [redacted] mentions in his complaint.Mr. [redacted]’s account is not currently active. His credit card company has since reversed its decision of the second chargeback and credited the Post-Gazette back for the August 5, 2015 payment. There is a credit balance of $129.48 in his account.The Post-Gazette can either refund this credit back to Mr. [redacted]’s credit card or restart the subscription account. !t is Mr. [redacted]’s choice.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction