Keefe Commissary Network Sales

Initial Business Response /* (1000, 5, 2015/06/22) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXXX, account we show that the MPplayer was issued on 1/2/
The manufacture warranty time frame for Iowa DOC is days from the date it is issuedOur records show that Mr*** sent his player in twice to be reviewedThe last time Mr*** sent the player in was on 4/9/On 5/15/Access Corrections sent the player back with a letter stating that the player was unable to be repairedAccess Corrections did not refused to repair the player, but the player was not able to be repairedAccess Corrections will attempt to repair any player purchased from Access Corrections free of charge no matter when the player was purchased
The warranty covers software and function defects for the player or earbudsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty expiration dates vary by the DOC
We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we canThank you
Thank you for choosing Access Corrections

Complaint: ***
I am rejecting this response because:
I contacted the company first by phone and talked to a customer service repthey told me someone would call me back with an update; however two days after the attempted charge no one called back.I have contacted the
company multiple times via email and received responses, see attached, the first few times they kept telling me that it is only a pending charge even though I kept telling them it moved from pending to paid.I responded to Access Corrections email requesting where they finally asked for the Access Corrections siID and credit card informationThat was the email response from Access CorrectionsAlong with that information they asked for copy of the item on the credit card bill which had cycled and that was sent to them as an attachment.In addition I have tried to purchase message plans on 9/11/and 9/15/Each time their system has a system errorBoth charges are currently still in Pending Status.In switching to a different credit card on the 9/11/I was able to get one attempt to processIt is like Russian Roulette to get Access Corrections system to process any credit cardGetting an "INFORMED" response from Access Corrections is even harder.If the two above charges do post (instead of dropping off) I will be adding those as NEW complaint's to the BBS.Since they have not as of yet credited my account I will start the dispute process with Visa. It seems not only can Access Corrections not process charge; they also have a problem finding the records of phone and email contact with their company
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/04/02) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, account we show that the MPplayer was issued on
4/13/The manufacture warranty time frame for Michigan DOC is days from the date it is issuedOur records show that Mr*** sent his player in on 12/19/to be review by Access CorrectionsOn 12/30/we shipped Mr***'s player back stating that Access Corrections was able to repair the playerOn 1/28/Mr*** sent his player in to be reviewedOn 1/30/Access Corrections shipped Mr***'s player back with a letter stating that Access Corrections was unable to repair the playerAccess Corrections will attempt to repair any player purchased from Access free of charge no matter when the player was purchased
The warranty covers software and function defects for the MP3/MPplayers or earbudsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty expiration dates vary by the DOC
We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we canThank you
Thank you for choosing Access Corrections

Good afternoon*** *** and *** *** *** is not responsible for the transition to a new music vendor. The Department of Corrections made this decisionWe have complied with all directives given to us from the DOC. It is the sole decision of the Florida Department
of CorrectionsFor requests for refund and answers about accessing music purchased, please contact Florida Department of CorrectionsThank you

To Revdex.com:The letter states the complaint is from *** *** concerning an SEC-playerHowever, the attachment with it concerns a complaint about an outdoor rug from *** *** bought from a vendor other than Access CorrectionsTo best assist the complainant, please forward his attachment
with his complaintWe can then research the issue more accurately.Thank you

Initial Business Response /* (1000, 5, 2015/10/15) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, account we show that the MPplayer was issued on
2/12/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr*** sent his player in to be reviewed on 8/25/and on 9/4/Access Corrections sent Mr*** player back recovered Access Corrections will attempt to repair any player purchased from Access Corrections free of charge no matter when the player was purchased Please have Mr*** use RA#XXXXX if he would like Access Corrections to review the player a second time Thank you
The warranty covers software and function defects for the player or earbuds Physically damaged items cannot be returned, exchanged or refunded When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge Warranty expiration dates vary by the DOC
We appreciate Mr*** business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, complaint in reference to his player being denied being
repaired Access Corrections has a procedure in place for issues with any MP3/MPplayer The inmate should make the representative at the facility aware of the issue with the player and usually they have a form the inmates fill out and submit to Access Corrections Access Corrections will then review the inmate's player and conduct a software review of the player The player will be reviewed by our review team and if the player is unable to be recovered and is within the warranty period, Access Corrections will replace the player free of charge Our system does not show where Mr*** has sent his player in for review If Mr*** would like Access Corrections to review the player, please have Mr*** fill out a tech form and submit it to Access Corrections to have the player reviewed Thank you
We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections

Initial Business Response /* (1000, 5, 2015/11/02) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** ***'s issue with the unlocked player, Access Corrections would like to
review the player again to make sure it is unlocked and working properly Access Corrections would like Mr*** to reference RA#XXXXX when sending the player in for review Mr*** would be accountable for the expense of shipping the player to Access Corrections
Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased Thank you
The warranty covers software and function defects for the player or earbuds Physically damaged items cannot be returned, exchanged or refunded When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge Warranty expiration dates vary by the DOC
We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections
Initial Consumer Rebuttal /* (3000, 12, 2015/11/23) */
They sent the mpplayer back last week and it is still messed upI have contacted Access multiple times since I received the mpplayer last week and no one has returned my callsI just want my $player repaired

Initial Consumer Rebuttal /* (3000, 12, 2015/10/15) */
This is a follow up on this complaintI have a reference number#XXXXXX for the Jpplayer that Mr*** L *** he is located at *** *** Correction *** *** VA XXXXXThe above reference number is was given to me when
I received the item
Final Business Response /* (1000, 21, 2016/01/29) */
The complaint received is from an inmate at a Correctional Center in VirginiaProcedure requires that the inmate forward a written communication to the appropriate personnel at the facilityA manager on-site at the facility will investigate and try to resolve any issues
Thank you - Keefe Commissary Network

Initial Business Response /* (1000, 10, 2015/09/02) */
Contact Name and Title: *** *** CSRMGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keefegroup.com
Dear *** ***
We encourage our customers to take full advantage of the limitAfter listening to the call the sender was
fully aware of the limit, toothpaste and the amount of soapIt is our job to promote products not deny themWe apologize for any misunderstandingThank You for Choosing Access

Initial Business Response /* (1000, 5, 2016/02/25) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** *** - XXXXXX, account we show that the MPplayer was connected as
of 2/25/and the connections was successful with songs downloaded If the issue occurs again please contact us Thank you
We appreciate Mr*** business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections

Initial Business Response /* (1000, 5, 2016/02/10) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, account we show that the MPplayer was replaced on
12/31/ We show the player was shipped on 12/31/and delivered on 1/5/and signed by an *** Please have Mr*** contact a staff member at the facility if he has not received the replacement player Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased Thank you
The warranty covers software and function defects for the player or ear buds Physically damaged items cannot be returned, exchanged or refunded When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge Warranty expiration dates vary by the DOC
We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: *** *** CSRMGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keefegroup.com
Dear *** ***
Sorry for any confusion regarding promotional itemsPlease note these are not contractual items
These
are items that we as company make available to offer as incentives to our customersTo show our appreciationIn your case some promotional items were not availableIn those cases the buyers have an option to select others items or the orders will ship without them

Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, account we show that the MPplayer was issued on 9/19/
The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr*** sent his player in to be reviewed on 7/7/and on 7/11/Access Corrections shipped the player back letter stating that we were unable to recover the player Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased Thank you
The warranty covers software and function defects for the player or ear buds Physically damaged items cannot be returned, exchanged or refunded When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge Warranty expiration dates vary by the DOC
We appreciate Mr*** business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections

Initial Business Response /* (1000, 5, 2015/05/18) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Access Corrections will apply a refund for the song "Possession"Thank you
Initial Consumer Rebuttal /* (3000,
12, 2015/08/13) */
My complaint is once again against Access Catalog Co., XXXXX *** *** Saint Louis, MO XXXXX-XXXX
On 7-9-I ordered and received a song titled "A Walk in the Park" by the Cowboy JunkiesThe song title was correct, but the lyrics are not the Coyboy Junkies at all; it is a song being sang by a man singing in Japanese
The only singer for the Cowboy Junkies is Margo Timmins, who is neither a man nor JapaneseAnd furthermore, I am sending you, attached, the lyrics for "A Walk in the Park" by the Cowboy Junkies, so that you can clearly see they are not in Japanese
Access Catalog Cois saying that they "have confirmed that the song is accurately described in our catalog", which they obviously did not verify
I will be happy to send you my MPplayer so that you can verify that the song Access Catalog Cosold me is not the Cowboy Junkies song as listed, if you need me to do so; since Access refuses to actually listen to the song they sold me to verify my claim
I have had to write to you several times now over Access Catalog Cofalsely claiming that they have "confirmed" songs that they, without a doubt, did not confirm at allTheir service is ridiculously poor, and I should not have to continue to expect such poor service, or to have to continue to write complaints to your office because Access Catalog Colies about confirming songs they do not confirm
And I should be reimbursed for the postage I have to keep spending money for to bring these complaints to you
The following are the case numbers on previous complaints:
XXXXXXX
XXXXXXX
XXXXXXX

Good afternoon.After reviewing the issue for *** *** - ***, our system shows that Return Authorization (RA) Number *** was created for the return of Mr***’s playerWe recommend that Mr***, through his facility, send his player to *** *** for review and include the RA
# above. Thank you

Initial Business Response /* (1000, 11, 2016/02/05) */
Dear ***,
Please note you ordered items from two different individual programs, The Property program and The Faith item programThese program will not allow items that are not on the program to be shipped together This is why you
received the two ordersNow each program has a processing fee of $Please note as a customer courtesy we waived the processing fee on one of the orders and issued you a $Sorry for the misunderstanding

Dear *** ***,We received your complaints in regards to missing itemsPer the facility agreement residents are allowed to inspect all packages before signing off on themIf you have any missing items from your package, please have your facility contact us and we will gladly replace
or refund all missing items. Thanks again for choosing Access Securepak

Initial Business Response /* (1000, 5, 2015/12/21) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX account we show that the MPplayer was issued on 3/16/
The manufacture warranty time frame for Florida DOC is days from the date the player is issued Our records show that Mr*** sent his player in to be reviewed on 10/28/ On 11/5/Access Corrections sent his player back with a letter stating that Access Corrections was unable to recover the MPplayer Access Corrections will attempt to review any player purchased from Access free of charge no matter when the player was purchased
The warranty covers software and function defects of the player Physically damaged items cannot be returned, exchanged or refunded When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge Warranty expiration dates vary by the DOC
We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections

Dear Mrs***, We received your complaint in regards to *** N*** package web order #***We have confirmation that this package was delivered to the facility on 03/09/Please note we have no control over when the facilities decides to issues
packages out to the residentsThis is a decision that is totally predicated on their timeframesAs a vendor our job is to the packages to its destinations. We have however reached out to the facility to try to get additional information on ***'s packageOnce we have received this information we will inform you