Italian Kitchen

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.  Although I have not yet received the newspapers, it appears that the level of this problem has finally reached someone in authority who will be able to correct the problem.  It would be my preference to keep this file/complaint open until the delivery problem is corrected.  Thank you.

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.  
Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:On August 11, 2016, I filed a complaint (ID [redacted]) against the Houston Chronicle Publishing company. In that complaint I described how after cancelling my subscription to the Houston Chronicle, I still continued receiving the paper although I have called numerous times (7 times to be precise) asking to please stop delivery of the paper. On August 11, 2016 I received a reply from the Houston Chronicle from Ms Deirdre [redacted] with the Houston Chronicle Support Team, apologizing for what she described as a “system error” and offering a refund of $20 effective 8/15/16. I accepted Ms. [redacted]’s response. I am truly appreciative of Ms [redacted]’s effort, unfortunately, the delivery of the newspaper has not stopped. In fact, it has increased to a daily delivery (in the past was only on Sundays), and the refund has not been processed.TranslateDesired Resolution / OutcomeDesired Resolution:Contact by the businessselectDesired Outcome:I would like for the delivery of the paper to stop completely, and for the refund of my $20 subscription. I can't get any resolution from customer support. I would like to speak with someone in Huston that can actually stop delivery of the paper. Thank you.

[redacted]My apologies after multiple calls regarding your refund I did submit today back to your credit card on file [redacted]) in the amount of $55.60.  Our refunds process on Friday and I expect you to have by Monday, November 7th after midnight. Questions I can be...

reached at [redacted]Sincerely,Angie H[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.

Ms. [redacted]I will call you to discuss further.Sincerely,Angie H[redacted]

Ms. Davis,After reviewing your account I am refunding you $149.35 for the error.  My apologies this was not resolved sooner after multiple calls were made.  If I can be of any assistance please contact me at [redacted]     Sincerely,A[redacted] H[redacted]

[redacted]Thank you so much for speaking with me and allowing me to restart your service for this Sunday. I will email you confirmation of your account which will include my contact info.Sincerely,Angie H[redacted]

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 that the postcard you received in the mail was misleading in terms of the start up fee, I did credit your account for the fee of $7.95.  I also emailed your delivery information out to the field manager to have your Sunday paper delivered today.  If you have any...

additional questions please contact me at 713.362.3305.Sincerely,Angie H[redacted]

Mr. [redacted], My apologies for the poor delivery service you have been experiencing lately.  I understand you spoke to Mike Hicks today who assured you your delivery would improve immediately, a paper was delivered today unfortunately it was a Thursday paper and not Wednesday which you...

were ok with.  Shelley (district manager) will confirm delivery this Sunday, September 6th.  I have applied a 1 week credit on your account for the missed deliveries.  Thank you for being a longtime loyal subscriber to the Houston Chronicle. Sincerely,Angie [redacted]

[redacted]I just responded to your email. As I mentioned I will remove the balances from both accounts I just need confirmation you want both the Wednesday & Sunday service.  For now you will receive your Sunday paper this Sunday.Sincerely,Angie H[redacted]

Dr. [redacted],Please call 713.362.7211 when you don't receive a paper so its documented on your account and escalated to the field.  Last complaint was registered on 2/5/18 when you first contacted the Revdex.com.  I will escalate again to make sure your paper is delivered daily.  Credit was also applied when for all the missed deliveries.Sincerely,Angie [redacted]

Mr. [redacted],My apologies for the billing issues.  I have adjusted your account for the premium issue charges and opted you out on future charges. I've also adjusted your renewal date to 11/15/16 due to the early deductions.  If you have additional questions/concerns please...

contact me at 713.362.3305.Sincerely,Angie [redacted]

Ms. [redacted],I'm confirming with accounting now that your refund was submitted/processed as I indicated on my last response dated 9/7/16. The amount was $10.62 and refunded back to your [redacted] ending in [redacted]. I will respond back ASAP.Sincerely,Angie [redacted]

We are very sorry to hear that you are having trouble with your newspaper delivery. All of us at the Houston Chronicle strive for the best in customer service and we apologize that we didn't live up to our own expectations.   Unfortunately, we are not reflecting any complaints on the account...

for the past month.  If you have the dates your paper was not delivered, we can definitely adjust the account.  The complaints received of the missed newspaper prior to 9 am are submitted for same day delivery, if the complaint is received after that time frame delivery is scheduled for next day.  Remember you can visit us online as early as 5:30 am at www.houstonchronicle.com/subscribers, once you have logged in Select “YOUR SERVICES” in the toolbar followed by “Delivery Issue”, or you can contact customer service at 1-866-345-0795 to report the delivery issue or request a credit.  The credit will be applied to the account and it will extend the paid through date.  The credits applied or missing paper not reported will not change the amount that is due upon renewal. This will be sent to the area and district manager for review and request that they address delivery issues with our distributor and carrier.  This will be corrected.    Thank you for your business,   Judith [redacted] Houston Chronicle Circulation Dept. https://myaccount.houstonchronicle.com [email protected]

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.  
We have not received a paper since 3/5 and have called to report it. A previous complaint was filed with Revdex.com and we received a call from the chronicle telling us the issue was resolved. It was not. We have yet to receive a paper.Receive a paper or refund if they no longer deliver in our area.
Regards,

We have responded and handled this complaint internally. Please let the records reflect that the balance has been waived and all items of the complaint have been addressed in our system.

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]

Mr. [redacted],We have alerted everyone involved and assure delivery this Sunday and every Wed/Sun thereafter… Sincerely, Angie [redacted]

Mr. [redacted],I have removed the balance of $78.93 from your account.  As a reference the Houston Chronicle will continue to deliver past your renewal date up to 90 days before the account is stopped for non-payment.  My apologies you did not receive an invoice with detailed information....

If you are interested in subscribing again please contact me directly.  If you have additional concerns you can also reach out to me at 713.362.3305.Sincerely,Angie [redacted]