Hoyt Construction

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 $was processed on February 21, Both refunds total Ms [redacted] ’s subscription payment of $If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S [redacted] Pittsburgh Post-GazetteManager of Audience Interaction

Revdex.comSuite 400Holiday DrivePittsburgh, Pa15220Re: #11981328The Pittsburgh Post Gazette response to my complaint was typical double talkThey eliminate a plus year policy and they tell me it's better for me! They never addressed why they discontinued giving a credit for vacation holds.The vacation pack they mention is of no benefit to me and I am not interested in receiving seven day or older newspapers when I return.In their response they said giving me a credit was a courtesy to meI don"t feel giving a credit for something I did not receive is a courtesyIt’s what is owed to me!In conclusion, they failed to address my original complaintHow can they charge me, the subscriber, for a newspaper I did not receive?Sincerely, [redacted]

Re: # [redacted] – [redacted] I am writing in response to Mr [redacted] ’s rebuttal In his original complaint he requested a desired settlement of $ The Post-Gazette has refunded him that amount The amount of $equals the three payments that were charged to his credit card in 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 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, 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

Re: # [redacted] I am writing in regards to the complaint filed by [redacted] Ms [redacted] was contacted by a telemarketing company concerning ordering a subscription to the Post GazetteStrict guidelines are provided to these companies pertaining to subscription specificsMs [redacted] was sold a subscription offer for seven day home delivery at a prepaid cost of $for the first week term.Since renewal rates may vary, as stated on the Post-Gazette’s website and billing notices, telemarketers are instructed to not relay rates during sales.I apologize for any incorrect information provided by the telemarketing company representative during the sales callI have refunded $to Ms [redacted] This is the difference between the renewal rate she stated in the complaint and what she was charged for her subscription renewal on July 12, 2016.In regards to her settlement request of proper ongoing billing, future renewal rates will not reflect $a weekPromotional rates are only valid for one termHer current term expires on December 29, Any continuation of the subscription will be with her understanding that the renewal rate reflected on her subscription invoice is the prevailing rate.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S [redacted] Pittsburgh Post-GazetteManager of Audience Interaction Thanks

Re: # [redacted] [redacted] I am writing in reply to the complaint filed by [redacted] A refund in the amount of $for the subscription she cancelled in was credited to her credit card ending in *** 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] Post-Gazette Manager of Audience Interaction

Re: # [redacted] – [redacted] ***I am writing in reply to the consumer complaint filed by [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 $will be refunded to Mr***’ VISA card Mr***’ payments occurred on the 15th of every month The charge amount was for days His payments were actually paying for previous access, not paying in advance In his complaint, Mr [redacted] mentions that the payment of $charged onJanuary 15, should have taken his account to February; however, that is not what happened This payment actually paid for access through December 26, 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 days at the account rate Since there are some months with more than calendar days, the extra days beyond 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 ***, 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 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, The Make a Payment page in the customer portal would have displayed the December 26, date under the Renews On section, indicating when the next payment would occurIn 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, Only one active account is permitted per address Information concerning this disclaimer was provided on the order pageAs I stated earlier, the three payments of $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, 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

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

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 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 [redacted] vacation policy is in small print on the back of the bill Actually, the message: Our subscription policies have changedPlease review reverse side for new and updated terms was added to the front of the invoice, at the top, in boldI have attached a copy of the invoice The practice commenced on August 1, Mr [redacted] received three invoices that contained this information prior to placing a vacation stop on his account in December 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 Subscribers that place their print subscription on a temporary hold can still access PGe and enjoy unlimited access to post-gazette.com during this periodMr [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 and logged in as recently as April 18, 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

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***’s address The next billing invoice will be mailed to her The last payment of $on May 15, will cover delivery through July 28, 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is OK by meIt was a big part my fault for not reading the outrageous and possibly illegal termsWho would have thought they would have come up with such unbelievably underhanded terms These terms amount to unfair business practices.Vacation Policy: I remember as a kid getting milk delivered to the houseWhat if they used the same policy, I could either pay for milk I did not get, or get gallons of two week old milk when I got back The argument would be that the milk has a shelf life and would be out of date when I returnVery true, but guess what happens to old news, the same thing.More Than days of Vacation: Nothing was mentioned about vacations lasting longer than daysNo mention of what happens if I have a long vacationI have to assume that the policy remains the same, so I could have 14-or more papers dropped at my door when I returnPrice Raises Without Notification: It is the companies obligation to let their customers know if and when the price has changedChanging the Terms of the Contract: We had a contract for X amount of weeks of paper for a given priceBy changing the price and shortening the contract to reflect the extra cost, they are breaking the contractChanging the terms of the contract with no obligation to inform the customer.Two Non-print Days: Hope that you are not charging for those papers, or not extending the contract to make up for those daysI have a feeling that is not happening.Charging extra for certain papers: Some papers delivered during my term would cost extra if you do not have a day contractI had a day contract (which, by the way was not directly mentioned under this part of the terms)I contracted for papers a week for a year, and expected to have to pay for special papers if they were published on the off to daysBut I never thought that I would have to pay extra for some papers delivered under our contracted days Regards, [redacted]

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/and she said she would refund the $ On 2/4/I checked my online banking statement and I was refunded the amount of $58.50, but there was also another charge of $on the same day Therefore the refund took care of the initial charge of $on 1/13/16, but now I have been charged again and I am right back where I startedPlus 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 years I just want my $refunded Mary S [redacted] has not returned my calls I left her a VM on 2/5/& 2/8/ It is very sad that the PPG is being represented this way Regards, [redacted] ***

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]

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] I am writing in regards to the complaint filed by [redacted] The credit card charge of $was for the digital subscription Mr [redacted] initiated on April, 2011.His annual renewal date had been in July since The payment amount of $has also not changed It was $in and $in 2015.Mr, [redacted] disputed the July charge of $with his credit card companyThe subscription account was active when his credit card company removed the payment credit of $from the Post-GazetteThere was not enough credit in his account to cover the refund of $This chargeback reverted the account to an arrears statusThis difference left a balance owed in his subscription account.Since Mr [redacted] ’s subscription account was set up in 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 currentThis is the payment from July 22, that Mr [redacted] mentions in his complaintThe Post-Gazette did not also charge him on July 23, 2015.The Post-Gazette did refund the July 22, payment to Mr [redacted] 's credit card; however, a second dispute from his credit card company was received after the refund was issuedMr [redacted] ’s credit card company removed the payment credit of $from the July 22, payment from his subscription accountThe 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 $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 currentThis is the payment, on August 10, that Mr [redacted] mentions in his complaint.Mr [redacted] ’s account is not currently activeHis credit card company has since reversed its decision of the second chargeback and credited the Post-Gazette back for the August 5, paymentThere is a credit balance of $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

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] l am writing in regards to the complaint filed by [redacted] The credit card charge of $has been refundedThe Post-Gazette refunded $on August 4, and the credit card company credited the customer $on September 30, 2015.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] I am writing in regards to the complaint filed by [redacted] Mr [redacted] pays for his subscription through the Post-Gazette’s EZ Pay programThe payment is charged automatically to the credit card on file in his subscription account.As of March 1, 2016, subscription rates changedSubscribers in the EZ Pay program were notified via a letter sent through the US MailThe difference in the subscription charges is due to this rate change.Mr [redacted] has contacted the Post-Gazette customer service center in addition to filing this complaintThe customer service representative he spoke with on November 1st applied a discount to his subscription accountFuture EZ Pay renewals will be at a discounted rate.I have refunded $to Mr [redacted] This is the difference between the amount he was charged on October 30, and the new discount rate.Mr [redacted] should be advised though, that although there are no plans to do so at this time, this discounted rate is subject to change in the futureShould the rate change, he will be notified via a letter sent through the US Mail.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction Thanks

Re: # [redacted] - [redacted] ***I am writing in reply to the complaint filed by [redacted] ***I apologize about the delay in responding to her concernsThe consumer’s request to begin a Sunday only print subscription was started on May 10, Her subscription was extended an extra week due to the missed delivery on May 24, 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