JHL Enterprises, Inc.

Initial Business Response /* (1000, 5, 2015/05/19) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@FWN.FORTWAYNE.COM
This resident was called during a campaign that focused on previous customersThe calling representative did not reach the resident
The resident called back and left a voice mail requesting their number be removed from all calling campaigns
The voice mail request for the number removal was retrieved the following day and immediately processedUnfortunately, before the request could be processed the customer was called during another campaign since they were not reached during the prior calling
This phone number has been added to our do not solicit lists and will not receive any solicitation calls in the future
OFFER:
To remove consumer from all calling lists
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/08) */
Contact Name and Title: Kevin *** Circulation M
Contact Phone: XXXXXXXXXX
Contact Email: ***@fortwayne.com
The subscriber was contacted and the issue was resolved directly
OFFER:
Initial Consumer Rebuttal /* (2000, 7,
2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Circulation manager contacted me & paper was delivered next weekStill disappointed that there is no response when contacting customer serviceBut since I now have a direct contact # for him I accept the response

Initial Business Response /* (1000, 5, 2016/11/08) */
Our subscriber has been contacted and this complaint has been resolved
Initial Consumer Rebuttal /* (3000, 7, 2016/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't give me any
satisfaction with their service problemsThe area you provide to type the answer is too smallThe complaint is not settled
Final Consumer Response /* (2000, 11, 2016/12/05) */
Hello,
We never heard from them on what they did to resolve this complaint
So far we have not had any further misses of the paper though
Thanks for your help
*** ***

This customer was getting inconsistent delivery of placement of their newspaperWe now have a new carrier on the route and they have been delivering for the last weekThe customer was contacted on 4/to check on delivery of the paper and they said it has been good the last weekHopefully this
complaint is resolved now

I have checked with the circulation director and he responded to the customer directly.  [redacted]Direcotr, Human Resources

Brad C[redacted] Bill's Sewer Service P.O.Box 6288 Albuquerque, nm 87197 In reference to ID [redacted]. [redacted] called with a drain problem in his rear bathroom. I showed up to his house with helper to respond to his problem. He took me to his bathroom where the problem was and we checked it out,...

It was an add on and not original with the house. I told him we would have to pull the toilet off the floor to get into the section that was stopped up. He told me he would pull the toilet himself and my helper and I went to get equipment out of the truck. He tried to pull the toilet but the bolts were broken off instead of cut so I cut the bolts off to remove the toilet. He brought cardboard in the house to protect the carpet in the bathroom and I set the toilet on the cardboard. We set up the equipment to run a cable through the pipe. I put a 3" cutter on a 1" cable and proceeded to run it through the pipe. The cable got hung up at approx. 6'. My helper assumed we were going farther like we always do so he had another cable in the guide tube. When I couldn't go any further I had my helper pull the cable out so I could pull the cable out of the pipe. I then removed the 3" cutter and replaced it with a 2" cutter and run the pipe to the 6" spot, again hanging up the cable. We pulled the cable once again and removed the 2" cutter and replaced it with a 1" hook. We run the pipe again and again hanging up but this time a piece of lead was hung in the cable. In past experience when lead is involved you have to remove the damaged pipe to remove the lead because no cable made will cut it out properly. Lead only gets in the pipe when the joint is fitted improperly at installation. At this time I explained this problem to [redacted] and he took me into the basement where the pipe was exposed and I showed him which fitting should have the lead in it and asked him if he wanted me to repair it. He told me he was going to cut it out and replace it. At this time my helper and I packed up our equipment and he told me he would reset the toilet. I charged him 106.50 plus tax for our trip and expertise which comes to 114.15. He wrote me a check and we left. The job took about one and half hours so I assumed I was fair.

[redacted] was having delivery issues with her newspaper service. Our carriers are contractors and not employees. She was not satisfied with her service and chose to stop her paper and be refunded the remainder of what she had coming to her. She was credited for any papers she did not receive. We...

resolved this issue by cancelling her paper as per her request and refunding her money. We would be happy to start her back up when she chooses to do so.

Revdex.com:Since this was filed, the service has been good.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you.

Initial Business Response /* (1000, 12, 2015/12/29) */
Contact Name and Title: Kevin [redacted] Circulation D
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@fortwayne.com
The District Sales Manager for the area has addressed the issue with the local distributor and believe this issue has been...

resolved. The customer's account has been credited for the copies not received.
OFFER:
Delivery of newspaper and credit for service errors

Initial Business Response /* (1000, 5, 2016/11/09) */
The address has been removed from our non-subscriber route list. We will also follow up with the distributor for your area to let them know not to deliver.
Initial Consumer Rebuttal /* (2000, 7, 2016/11/10) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
Final Consumer Response /* (4200, 18, 2017/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told this back in November and multiple times prior as well. Frankly, I no longer believe them. Perhaps a direct line phone number to the individual making these claims. I will just call them each time I am forced to instead of having to open a claim. Someone that I can call directly, bypassing the ridiculous automated call center.
Final Business Response /* (4000, 20, 2017/03/23) */
Our best contact number is 461.8519 but the option zero (0) bypasses the automated system and transfers directly to a staff representative. This is staffed M-F 6AM-7PM. Sat 6-10 am and 4-7 pm and Sunday 8am-noon.

Initial Business Response /* (1000, 5, 2016/07/12) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@fortwayne.com
The system amount showed a balance that included newspapers we thought were received. We will refund the entire [redacted] I would also like to...

offer 4 weeks free of the Sunday edition to show it can be delivered correctly and on time.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fort Wayne Newspapers is refunding my payment per request. They also went the extra step of offering me a couple weeks of the Sunday paper. Thank you for resolving my issue and going the extra mile.

Initial Business Response /* (1000, 5, 2017/10/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fortwayne.com
Dear [redacted]:
We apologize for our poor delivery service. The 4 Sundays with errors/misses, 10/8 - 10/29 were documented...

and your expiration date extended each time. I have extended another 4 free weeks and notified the Journal Gazette Home Delivery Manager and carrier. Your new expiration date is 12/30/17.
Thank you,
Marlene

Initial Business Response /* (1000, 5, 2017/02/08) */
We contacted the subscriber directly and she has the manager's contact information. We will contact the distribution for her area and resolve the delivery issue.