Italian Kitchen

[redacted] My apologies for the harassing phone calls.  After reviewing your account I do see a stop effective 4/24/16 and the refund was also processed for the $20.00.  Refunds normally take 3-5 business days for processing. I have also put your phone number on our...

DNC list which will stop any further phone calls from both [redacted] We do have a telemarketing group who  calls subscribers at both locations trying to "Win Back" subscribers which is why you had someone from Houston calling you.Sincerely,Angie H[redacted]

Ms. Roberts,My apologies for the delivery issues last week.  Your distributor was involved in 2 wrecks, Tuesday & Wednesday while delivering the paper and training, also was out recovering from his accident which caused very late deliveries or no papers.  I have credited your account...

for the missed papers.Delivery should resumed Monday, March 13th.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.

[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. Refund has been received.

Mr. [redacted]My apologies for the billing errors.  I have removed the back balance from your account [redacted] in the amount of $35.80.  I will also apply credit for the premium papers and the vacation requests you have submitted throughout the year.  I will be contacting you by phone to...

discuss your account further in hopes of winning you back as a subscriber.  In case I don't reach you my direct number here at the Houston Chronicle is 713.362.3305.Sincerely,Angie H[redacted]

Hi Mrs. [redacted]Per our conversation you will fax and/or email your proof of the $48.88 to my attention in order to post to the account and get you started with a new subscription for $1.00 per week for Sunday only.  the email address is [email protected], or fax 713-354-3122.Thank youDeirdre...

[redacted]Houston Chronicle Support Team.

Mr. [redacted],Sorry I wasn't able to speak with you when I called.  I am emailing you detailed information regarding your billing concerns.  I can be reached at 713.362.3305.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 decline to post my gate code with Revdex.com, however  I notified Chron about the new gate prior to May 1st . I wiLl re notify Chron today
Regards,
[redacted]

Mrs. [redacted],
I understand your frustration regarding your billing and I am aware of the conversation you had with Alex in our call center yesterday, on July 6th. On your original agreement as well as every subsequent invoice you receive we advise you that prices are subject to change. These...

updates and changes are normal practice among retailers and although I understand you hadn't read the information that is entailed on your bill, we have abided by all required legal obligations to provide notice on our billing by making our customers aware of our charges and schedule of fees on their printed bill and page A2 of every paper we publish. There is a wealth of information located there including our hours of operation, our current rates and offers, and various other information. We follow and adhere to every law regarding our billing, our notification and adhere to every ethical and viable communication we must observe for legal notification purposes.
The difference in your subscription dates isn't due to a price increase it is from the addition of the premium content charges that have been added. Some premium charges are associated with the holidays such as the T[redacted] paper with the additional sales and coupons most everyone is so excited to get around that time of year. Our premium content is beneficial, helpful and offers direct connections to Houston events and local establishments/ and businesses fortifying our regional pride and awareness. If you do not want to be charged for the premium content all you need to do is simply contact our subscriber services and we will credit you for the premium charges you receive. (Alex should’ve taken ownership and taken care of this for you yesterday when you voiced your displeasure and confusion). You will still receive the content as our appreciation to you for your patronage and we hope you enjoy the materials.  I also want to make you aware of the bill processing fee that you were charged on this most recent bill. Since you are not signed up for automatic billing you are subject to a fee of 7.95. The charge is subsidized back to the subscribers who choose to receive a paper bill due to our bill processing costs. There are numerous retail organizations that pass fees on to their customers regarding billing and payment options due to the increased cost incurred for such items. I believe you’ll find charges such as these are common with your phone and credit card companies just to name a few. I understand it is not a popular charge and we will gladly waive it for you when you choose to sign up for our [redacted] option. When you sign up for [redacted] you receive an automated bill statement notifying you of your charge and your payment is deducted using the credit/ debit card of your choice.
I apologize for your frustrations and that we didn’t take appropriate steps to resolve this proactively when you contacted us yesterday. I have applied a credit to your account for the premiums and as a courtesy I have credited back the bill fee you incurred as well since you have been charged for understanding you paid for a year in July 2014. Your subscription is now set to expire on 7/23/15. Feel free to contact me directly should you have further questions or concerns. I am here to help you.
Thank you,
Dennis G[redacted]
Customer Service Director
Houston Chronicle Media Group
 
801 Texas Ave.
Houston, Texas 77002
 
Office  |  713-362-6347
Cell      |  832-549-3447
Fax       |  713.354.3122
Email   |  dennis.g[redacted]@chron.com

Ms. [redacted],After reviewing your account I do see the charges for $6.00 dated 2/13/17 and $10.00 dated 2/13/17 but neither one were successful in processing to your account.  The reason for those charges was due to a previous balance you had before your moved dated 12/19/16.  I'm currently showing a balance of $52.45 which I will remove, if you prefer to submit your own payment I will certainly set your account up that way without a bill fee.  Let's discuss further at your convenience.Sincerely,Angie [redacted]

Ms. [redacted],It was a pleasure speaking with you.  I have restarted your service at $5.00 week for 7day delivery effective Tuesday, January 31st. A $45.00 credit was applied for the previous premium issues. Renewal date is set for 6/7/17 which is when your next payment of $20.00 will be deducted....

I will personally email you my contact information for future issues/concerns.Sincerely,Angie H[redacted]

Mr. [redacted]It was a pleasure speaking with you.  I have been in contact with the field to ensure delivery starts in the morning.  Your account will be compensated for the missed papers.  I will be your point of contact going forward.Sincerely,Angie H[redacted]

Hi Stacey,I attempted to contact you direct but got your voicemail.  I have placed a $25.00 credit on the account to extend to 3/12/2017.  I have also forwarded your delivery concerns to our executive delivery team for immediate contact.  I will also follow up with to ensure that your...

were contacted.Thank youDeirdre [redacted]Houston Chronicle Support Team

Mr. [redacted],My apologies for the numerous calls and bills received that you owe and asking you to renew your subscription.  Your account was stopped effective 6/23/15 and the balance of $5.95 was removed off your account dated 7/9/15.  I have also added your phone number to our...

[redacted]  Going forward you will not receive any phone calls from the Houston Chronicle asking to renew your subscription and you will not receive another bill from the Houston Chronicle.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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Ms. [redacted]Sorry I was not able to speak with you when I called, also couldn't leave a message.  After reviewing your accounts, I see one of the accounts was taken off of [redacted] (Wed & Sun acct) which is why you have an outstanding balance also noticed a rate increase.  I have removed...

the balance due to bring the account current and reduced your rate back to $.75 week. the Sunday only account is still on [redacted] at $1.00 week per paper. If you are wanting both accounts on [redacted] please let me know.  I have also notified the filed of the delivery issues you have been experiencing.  Going forward please contact me at [redacted] on future correspondents.Sincerely,[redacted]

We apologize for any issues and inconvenience you have been caused by an apparent excessively noisy vehicle. Per the distributor the person had a new muffler system installed and the issue should now be a thing of the past.

[redacted]My apologies due to the billing issues.  I noticed you had cancelled your subscription recently due to billing issues.  I would hate to lose you over this issue and would like to speak with you personally.  I did refund credit you for premium issues totaling $10.00, total...

refund is $11.59.  My number is 713.362.3305 or by email at [email protected],Angie H[redacted]

Ms. [redacted],My apologies your issue has not been resolved.  Cecelia [redacted] retired from the Houston Chronicle back in December.  I am reviewing your account and I will refund you the $30.00 you paid for the Sunday paper. I am concerned that I have not been able to locate an account that...

would have been set-up through the school program especially if your being deducted for that paper  from your payroll check.  Please contact me at angie.[redacted]@chron.com to discuss further.  Sincerely,Angie [redacted]

Mr. [redacted],My apologies for the harassing phone calls.  I did remove the balance of $3.68 from your closed account also put you on our do not call list to stop any future phone calls from the Houston Chronicle.  If you have additional questions please call [redacted]Sincerely,Angie...

H[redacted]