Italian Kitchen

MsLovell,My apologies for the delivery issues I have contacted the district and zone manager to ensure your paper is delivered on a consistent basisCredit was also applied to your account for the missed papers I will follwith you to confirm delivery over the next couple of days.Sincerely,Angie [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 6thOn your original agreement as well as every subsequent invoice you receive we advise you that prices are subject to changeThese updates and changes are 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 Aof every paper we publishThere is a wealth of information located there including our hours of operation, our current rates and offers, and various other informationWe 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 addedSome 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 yearOur premium content is beneficial, helpful and offers direct connections to Houston events and local establishments/ and businesses fortifying our regional pride and awarenessIf 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 billSince you are not signed up for automatic billing you are subject to a fee of The charge is subsidized back to the subscribers who choose to receive a paper bill due to our bill processing costsThere are numerous retail organizations that pass fees on to their customers regarding billing and payment options due to the increased cost incurred for such itemsI believe you’ll find charges such as these are common with your phone and credit card companies just to name a fewI understand it is not a popular charge and we will gladly waive it for you when you choose to sign up for our [redacted] optionWhen 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 yesterdayI 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 Your subscription is now set to expire on 7/23/Feel free to contact me directly should you have further questions or concernsI am here to help you Thank you, Dennis G [redacted] Customer Service Director Houston Chronicle Media Group Texas Ave Houston, Texas Office | 713-362- Cell | 832-549- Fax | Email | dennis.g***@chron.com

We have received your complaint and as you know, have contacted you regarding the situationAt this point we are reviewing the start and history of your account due to previous years of service your account has been active and receiving paymentsThe item that you presented requires an in depth review and the information previously provided wasn't sufficient to authorize the demand for refund you presentedOnce we have completed the review we will be in contact regarding the resolution of the matterWe apologize any inconvenience this has caused you and understand your frustration Thank you

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 Sent: Friday, October 30, 9:AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] Houston Chronicle did call me to apologize & removed the $from my credit cardThank you for your help***

Ms [redacted] ,My apologies about your delivery service I have contacted the field and zone manager in my office to resolve this issue Please contact me at your earliest convenience to discuss further.Sincerely,Angie [redacted]

Hi Mrs [redacted] I have reviewed the account for necessary adjustments to the account You were charged a total of premiums from 9/25/to 9/25/16, you were credit back $for all premiums in when you made a call in to customer service on May 28, We have credited an additional $which is the cost of premium for 2015-2016, extending the subscription to 10/26/ Rates are good for weeks on invoice pay and weeks on ezpay Your rates increased after the promotions expired after weeks, the last increase was from 12/27/from $to $on 9/30/16, this rate is actually longer than weeks However, you are placed back on the rate of $for your Daily Subscription, and you are opted out of all special and premium papers I do want to mention that the disclaimer is listed on every invoice, it also make mention of the premium editions and the delivery dates Customer was advised to call in when there was a delivery of the premium paper so that a credit adjustment could made on the account We have converted over to a new system on June 26th, this system allows us to opt customers out of all premium Let us know if there is anything else we can assist you with.Thank youDeirdre ***Customer Care Representative

We have been in contact with this customer over the weekend and followed up again todayWe are solving her issue after review of the account they weren't due credits, they had been placed on the account previously and they had a price change which confused them on the billingWe are following up on [redacted] for resolution and I will respond to the customer along with Revdex.com for final resolution update Thanks, [redacted] ***

[redacted] My apologies for the billing errorI have removed the balance from your account and processed a refund totaling $You will receive your refund with 2-weeks Any questions please contact me at [email protected],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 almost be satisfactory to me We are still having issues with this particular driver gunning his engine and am addressing it with our local police His muffler was replaced and for that we are grateful Now if he would just idle and not rev his engine, our peace would not be disturbed This is our ultimate goal - peaceful sleep, no disturbing the peace.Thank you, [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 accountUnfortunately, the newspaper was delivered neither Sunday nor Wednesday (today) morningTherefore, I am unable to consider this matter resolvedPlease 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]

Mr& Mrs [redacted] My apologies you did not receive a response back after you have called the Houston Chronicle Resolution Dispute line timesAfter reviewing your account there is a permanent stop effective Sunday, October 30, Going forward you will not receive the Houston Chronicle at your residence I have also confirmed you do not owe the Houston Chronicle, after further itemizing your payments and our credits the Houston Chronicle owes you $I will process your refund and mail it to your residence Estimated time of refund received is weeksSincerely,Angie Honerkamp

[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 The Houston Chronicle has contacted me and resolved the issue She has also sent me an email with a summary of how the overcharges will be handled She has also issued some credits to our account which are more than what is shown on your email I truly appreciate the way the Houston Chronicle representative has taken charge and corrected the mistakes that were made If you would like a copy of the email she sent me, I will gladly provide it to you Thank you for your assistance

[redacted] My apologies you did not receive your gift card after multiple calls/emails you have made I did research and found where an e gift card request was submitted on 7/12/to [redacted] I am working with the redemption team to have another $ gift card MAILED to you Once I receive confirmation that it is in the mail I will follwith you.If you have any questions/concerns please contact me directly at [redacted] Sincerely,Angie H [redacted]

We apologize for the issues you have encountered with your subscriptionWe reached out to you yesterday to discuss the matter and left you a voice mailCurrently we are pulling the start order verification to determine exactly what you agreed to at the time of your sign upWe have processed your request to cancel the subscription and will attempt to reach you again for the details of your complaint Please call us back at [redacted] so we can bring this issue to a close Thank you, [redacted] Customer Service Director/ Houston Chronicle/ [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 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

Mr[redacted] ,My apologies for the billing concernsAfter 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 $week for the Wednesday & Sunday service and honored the renewal date you originally had which was 5/18/ Please disregard any recent invoices received Further questions or concerns please direct them to my email at [redacted] Sincerely,Angie H [redacted]

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

Ms***,My apologies you have not received your refundAfter reviewing your account [redacted] efund was submitted for processing on 9/5/in the amount of $ You should receive the refund within business hours.Sincerely,Angie [redacted]

Dr [redacted] ,Please call 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/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]

Ms [redacted] It was a pleasure speaking with you Again I have escalated your account to the field managers to ensure your paper is delivered daily and on time I will email you confirmation of your credits I applied for the delivery issues and vacation requestAgain my apologies for the poor delivery service.Sincerely,Angie H [redacted]