Italian Kitchen

[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]

Hello Mrs. [redacted],Per our conversation.  The account was actually paid to 9/11/16 but a premium edition on 6/26 and future premium 8/21 pushed the paid to date to 8/21.  Your account has been adjusted to 10/2/16 and as promised by me an additional $8.00 has been applied to extend the...

subscription out to 12/18/16.  Thank you,Houston Chronicle Support TeamDeirdre [redacted]

[redacted]I will be calling you shortly to discuss your concerns.Sincerely,Angie H[redacted]

Mr. Murdoch,
I'm sorry you are canceling your service due to poor delivery.  I stopped your paper immediately and refunded your credit card on file for $12.00.
Sincerely,
[redacted] Honerkamp

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.

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.  
I appreciate the refund. When I checked the mail this morning, I had 2 separate checks. One dated 8/13 and one dated 8/14. (See attached photo.) I deposited the one dated 8/14 into my bank and would like to ask what you would like me to do with the other check, as well as, the $12 check I received last week? Thank you again. -[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.

[redacted]My apologies for the billing issues.  After reviewing your account I do see the agent did adjust and credit your account for the bill fee. I have also opted you out for the [redacted]  Credit also applied to your Houston Chronicle account for the...

previous premium charges in the amount of $30.00 which extended your renewal date out till 2/5/17.Sincerely,Angie H[redacted]

[redacted]Sorry I was not able to speak with you when I called.  I currently show your account was recently upgraded to 7day delivery at $5.00 week, $20.00 every 4 weeks.  I have contacted the field & zone manager to ensure your paper is delivered by our 5:30am delivery time we...

promise.  My contact information is as follows - 713.362.3305 or [redacted]Sincerely,Angie H[redacted]

Mr. [redacted],Sorry I was not able to speak with you when I called. I have some questions in regards to the delivery address. Please call/email at 713.362.3305 or [email protected],Angie Honerkamp

We have received your complaint regarding your 5 required copies of the Houston Chronicle. I apologize that this has been an issue for you and your family and will see to it that this gets resolved as quickly as possible. I have already been in touch with the field to get the remaining papers you're...

due delivered to you today. In review of your account I see that you have 2 accounts, one set up for a Wednesday and Sunday and another set up for 4 Sunday papers. I see the multiple complaints that have been received and will work to see that this matter is resolved for you. We will be contacting you directly this morning to discuss the matter and as well to get the information for your family members you mentioned in the complaint. We take your concerns and complaints seriously and understand the frustration you have been experiencing.
Please feel free to contact me directly in the future should you experience any issues that require immediate attention. I am including my direct office # and email address for your convenience.
Thank you-
 
Dennis G[redacted]
Customer Services Director
Houston Chronicle Media Group
 
[redacted]
 
[redacted]  *  [redacted]       *  [redacted]   *  [redacted]

Mr.. & Mrs. [redacted],My apologies that the LaVoz continues to be delivered to your residence after multiple calls to have it stopped.   Your address has been flagged for any future deliveries and the district manager has also been notified of this issue. Any questions/concerns going...

forward please contact Angie [redacted] 713.362.3305.Sincerely,Angie [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.  
I do regret the fact that Houston Chronicle did not try to resolve this issue until a complaint with Revdex.com was submitted, but I am happy with the rapid response afterwards.

[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. If any additional deliveries are received, I will contact the business directly. Thank you,[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]My apologies you are account was restarted in error.  I have confirmed the stop was placed on your account and the balance of $49.05 has been taken off.Sincerely,Angie H[redacted]

Mr.[redacted],My apologies for the billing concerns. After reviewing your account I had a notice a recent rate increase which did shorten your subscription.  I reduced your rate back to the original rate of $2.00 week for the Wednesday & Sunday service and honored the renewal date you...

originally had which was 5/18/17.  Please disregard any recent invoices received.  Further questions or concerns please direct them to my email at [redacted]Sincerely,Angie H[redacted]

Mr. [redacted],Again my apologies for not providing delivery as scheduled.  I understand you received 2 partial refunds totaling $12.47, I did process another refund for $109.00 today which includes the 3 Sunday papers we never delivered.  You will receive your refund within 3 to 5...

business days.Sincerely,Angie H[redacted]

Mr. [redacted],I'm sorry you continue to have delivery problems.  I have asked our circulation director Dan [redacted] to follow-up with you for resolution.Sincerely,Angie [redacted]

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.  
Good morning Ms. [redacted],Thank you for your attempts to correct this situation; I appreciate your efforts and the credit applied to my account. Unfortunately, the newspaper was delivered neither Sunday nor Wednesday (today) morning. Therefore, I am unable to consider this matter resolved. Please let me know if there is anything I can do to assist the distributor or if I should cancel my subscription.Thank you again.Sincerely,[redacted]