Italian Kitchen

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]

Hello Ms. [redacted],We apologize that the delivery have not stopped.  It would appear that this is a system error and the stop hasn't crossed over to the district.  This matter is being escalated now to upper management to get with the district and carrier to stop.  We are processing a...

refund of $20.00 effective Monday, 8/15/16.  Thank youDeirdre [redacted]Houston Chronicle Support Team

Ms. Lovell,My apologies for the delivery issues.  I have contacted the district and zone manager to ensure your paper is delivered on a consistent basis. Credit was also applied to your account for the missed papers.  I will follow-up with you to confirm delivery over the next couple of...

days.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.  Sent: Sunday, March 11, 2018 4:37 PMSubject: My complaint against Houston chronicleTo this date no one has called me from their field office. I thought I was going to hear from your about resolution. How is it the case is closed when I am still not received any resolutionRegards,

Ms. [redacted]My apologies for the poor delivery service.  After reviewing your account I see you have cancelled your service.  I have escalated to the field to get this corrected and I would like to "win you back" as a subscriber.  Please contact me (713.362.3305) at your earliest...

convenience to discuss further. I will also attempt to call as well.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.  
I'm OK with the amended response as it applies to my specific complaints.  I believe that the Chronicle should adopt the approach of not increasing negotiated rates without first obtaining permission from the customer.  If the rate needs to change periodically, the subscription offer should reflect that practice from the beginning.  Alternatively, the customer should be informed prior to any rate increase and be given the opportunity to opt out of the subscription.

Ms[redacted]My apologies for the run around you have been going through. I have removed the $89.95 balance from account [redacted] which leaves it at a ZERO balance and is also stopped.  Your other account [redacted] has also been stopped per your request.  Here is my contact info for...

future reference 713.362.3305.Sincerely,Angie [redacted]

Ms. [redacted]Thank you for providing me with your banking information/charges/dates. I am working with Finance to get these charges to stop immediately. I am very sorry it took having to write a complaint to the Revdex.com to get this resolved. You will be hearing back from me with 24 hours with a...

resolution. My contact number is [redacted]Sincerely,Angie [redacted]

[redacted]You have been opted out for future premium issues and credited on your Houston Chronicle account for those charges. I have also waived the bill fee which extends out your renewal date to 1/29/17.Sincerely,Angie H[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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 I appreciate the Chronicles response.  I actually did receive my Sunday newspaper after I responded that I had not received it, which was about 09:00 a.m.  I don't want to seem petty but I have always received my newspaper early enough that when I get up and have my coffee it is there for me to read.  By 09:00 a.m. I have already moved on to the rest of my day. I realize there is no set time for the paper to be delivered, but it is customary that it is delivered early.   As far as your response above, I appreciate that.  I will monitor the delivery for the next 10 days, as I have been told before that this problem is resolved but have not seen it continue on a consistent basis.  This makes me hesitate to say it is resolved without allowing enough time to be sure the delivery of my papers continue.  I would also like to have a contact name and number so in the future if I have trouble I can contact this individual from the Chronicle and get a response.  I'd rather not have to resort to contacting the Revdex.com for resolution.I would appreciate it if I could get the date my subscription ends.Thank you

Mr. [redacted],Your refund was submitted/processed on 7/22/16 in the amount of $45.72.  Our refunds are processed at our corporate office in North Carolina and usually take 2-4 weeks to receive. I did confirm with finance that your refund was successfully handled and submitted and out for delivery. Again my apologies for the delay.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.  
I have heard the same response numerous times and do not believe the Chronicle has the ability or does not want to stop contacting me in regard to a subscription renewal. Leave the complaint open and not resolved at this time.
Regards,[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 that your credit card was charged earlier than expected due to the premium paper [redacted] I have credited your account for the premium issue and adjusted your renewal date. I did refund you back the $10.00 which you will receive within 48 business hours back to your...

credit card. If I can be of any assistance in the future please contact me directly at [redacted]Sincerely,Angie H[redacted]

Hello Mr. [redacted] I apologize to you that your account was not stopped when originally requested.  The account was stopped on 8/6/16.  I have cleared the small balance of $18.22 and you may disregard any other notice regarding an outstanding balance.  We apologize for any...

inconvenience this has caused you.Thank youDeirdre [redacted]

Ms. [redacted],Sorry I wasn't able to speak with you when I called.  I am sending you a confirmation email to address all your concerns.  My direct contact number is 713.362.3305.Sincerely,Angie H[redacted]

[redacted]My apologies for the continual delivery of the paper after you have called multiple times to stop and request all-digital only since you have moved. I have contacted the field managers to make sure the paper is stopped immediately.  I will follow-up with you tomorrow...

to confirm there was no paper in your yard.  I also emailed you confirmation of our phone conversation which includes my contact info.Sincerely,Angie H[redacted]

[redacted]My apologies for the billing error.  I did remove the balance of $15.45 from account [redacted].  The account is closed with no balance due.  Any questions or concerns please contact [redacted].Sincerely,Angie H[redacted]

[redacted]My apologies for the billing error, you did process a $65.00 payment ($1.25 week) for 1 year of service.  Due to the premium issues throughout the year that caused your account to renew earlier than expected.  I did remove the balance of $16.70 off of your account...

[redacted]  You had asked to be placed on our DNC list "do not call", effective 7/23/15 your phone number was flagged.  If you have additional questions I can be reached at [redacted]  Again my apologies for the error.Sincerely,Angie H[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.  I appreciate the Houston Chronicle's prompt response and action.