Italian Kitchen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Complaint Detail / ProblemComplaint Type:Delivery IssuesselectProblem:We moved Dec26th and called to notify the Houston Chronicle of our moveWe have notified them by phone on numerous occasions and by internet of our new addressBy phone, we always speak to someone in a foreign country who assures us they can take care of the problem and escalate the issueIt is never resolvedThey can't transfer us to anyone who can helpI have also left numerous messages for Angie at 713-362-and no response from her eitherIt is amazing, however, that our bills manage to get to us by mailCustomer service is terrible and doesn't resolve the issues without filing a complaint.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Please credit my bill for every Sunday from Jan 1, through 2/19/as I am sure I will receive no papers this SundayDeliver future papers to address on filePlease call me to assure changes have been made

Good Morning *** ***The account has been updated to reflect the correct paid to date of 11/11/16. We are restarting the account effective 11/24/16, the account is opted out of all special and premium editions. However the account is setup on Invoice billing and does include a
payment processing fee of $8.95, you may reduce the number of processing fees by paying out longer than weeks, or pay in advance of a bill being processed. The account is being restarted with an weeks credit. Let us know if there is anything else we can do to assist.Thank you,Deirdre B***Circulation Support

Mr***,My apologies you delivery has not improved after multiple calls and emails sent. I will personally make sure your delivery issues are resolved and follwith you confirming delivery.Sincerely,Angie ***

Hello ***,
We apologize
for any inconvenience caused to you. It
appears that the promotion for $per week was never added to the account
when you spoke with a representative on 03/13/15. However there are notes on the account that
the offer was indeed for $per
week for your days subscription. Your account has been credited for the annual
renewal amount of $paid from 03/14/to 03/15/2016. We have
documented the account to honor that date until your next renewal.
Thank you
for your business,
Deirdre
B***
Houston
Chronicle Circulation Department

Mr***,My apologies for the poor delivery service you have been experiencing for the last several weeks. I have escalated your account to the field managers for resolution. I have credited your account for the delivery issues and adjusted the renewal date. I will email you
confirmation of your account with my contact information. Sincerely,Angie H***

Ms***,I would like to be able to assist but unable to locate an account. I've tried with your name, address and phone numberDo you live in an apt? Can you provide that number pleaseMy email address is angie.***@chron.comSincerely,Angie ***

*** ***I'm glad to hear the delivery issues have been resolved. I did apply credit to your account for the missed/late papers. I sent you a confirmation email for your records.Sincerely,Angie H***

Ms***,I have reviewed your Houston Chronicle account and revised the renewal date to 2/23/to honor theyear you paid for in February 2016. What caused your account to expire sooner than expected is due to the premium issues, example Thanksgiving day paper, Christmas paper, top
restaurants, there are approximately per year. I have opted you out for any future premium issue charges going forwardIf you have any questions or concerns please contact me directly at 713.362.3305.Sincerely,Angie ***

Mr***,I have adjusted your account for the premium charges and refunded you $back to your credit card on file. You have also been opted out for future premium issues.Sincerely,Angie Honerkamp

Mr***,My apologies for the billing error. You had originally paid for year on April 30, and I want you to know I did honor the year subscription. I would like to speak with you directly, please call me at *** my email address is
*** Sincerely,*** ***

Ms***,It was a pleasure speaking with you. I have updated your account and removed the balance of $as well as the stafee. Your account is in excellent standing and your renewal date has been revised to 8/21/If you have any questions/concerns please contact me directly
at 713.362.3305. Sincerely,Angie ***

Hi MrAndrus,Thank you for speaking with me this afternoon. I have escalated the delivery issues just now, I have asked if there is anyway possible to send a runner to delivery Wednesday's paper to you today, and if not I have asked that they call you. The account has been credited
days paid to 2/15/17, to allow time to fix the issuesI will follow up with you before the end of my day.Thank you,Deirdre ***Circulation Support

*** ***My apologies for the poor delivery service. I have escalated your complaint to the field & zone manager for a follcall to resolve the delivery issues. Also processed your requested refund.Sincerely,Angie H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I appreciate you calling I did received a voice and tried calling back but I don't recall seeing the other two Please cancel my account and process whatever refund you feel is fairI have not received a paper in well over a month and when I did receive the paper it was not consistent The subscription I signed up for was the Wednesday/Sunday delivery The Sunday paper is hard to miss If we miss each other please ensure that my subscription is cancelled and that I am not billed Thanks
Regards,

Ms ***,
My apologies for the multiple attempts with no response. I will be reviewing your account and will be contacting you to discuss and reslove the billing issue.
Thank you,
Angie ***

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I have talked to the representative from The Houston Chronicle and my husband has as wellShe was very nice and we have discussed a remedy, but to date, nothing has happened as for all the erroneous charges and incorrect delivery and the refundIn fact, I guess my complaints have caused someone to notice they are billing me for something that I do not receive and they have decided to start delivering a paper again??? Friday, Saturday and SundayI am afraid if I do not respond to the complaint request, it will be closedI appreciate any help you can provide
Regards,
*** *** ***

*** ***It was a pleasure speaking with you. I have processed your refund for $back to your credit card ending in ***. I have also adjusted your rate to $week for the Wednesday - Sunday service. Going forward any questions you may have please contact me directly at
***Sincerely,Angie H***

Mr.***,After reviewing your account, your refund in the amount of $was processed successfully dated 11/16/for the billing and delivery issuesDecember billing customers will receive an itemized bill showing their charges along with paid through dates that way the customer knows exactly what they paid for.Sincerely,Angie ***

Mr& Mrs***I know you are very frustrated with the delivery issues out in your area. You are correct I have seen a number of complaints and subscribers very frustrated. I have contacted the field manager and our circulation director to resolve and get your paper delivered
daily and on time. I have credited your account for the delivery issues and applied a month credit, renewal date is 6/7/I have also asked for a follto you to discuss the concerns.Sincerely,Angie H***

*** ***It was a pleasure speaking with you. I am going through your complaint as well as contacting the field of the delivery issues. I wil be contacting you tomorrow to discuss this further. In case I don't speak with you my contact number is ***Sincerely,Angie
H***