Legacy Innovations, Inc.

You are welcome. Yes, our phone system provider does record all of our calls. I have been going through the calls that I am able to come across. I also want to make sure that I listen to every call between my company and yours. Other than the main number we have for you, are there any other phone numbers that we might have called you on or that you might have called us from? I ask this because when searching for calls I have to search with exact phone numbers.

I really am sorry that you feel this way as it is the
goal of this company to ensure that all clients are happy but sometimes are
unable to do this. While I do believe that you believe that you were misled by
one of my employees, I ensure you that you were not. In your original
complaint, you focused on the aspect of your ad proof being incorrect and for
not having a set distribution point set up. I have done my best to answer both
of those complaints and yes, believe I have done so in a satisfactory manner.In regards to the cancellation fee, there were two
options available. One of those being us holding you to the original term of
the sale, which would have been that all sales are final. We could have gone
this route and stated that we would be unable to cancel the order and proceed
from there. We decided not to go that route and allow you to cancel by paying
the fee. From time to time, we do allow customers to cancel their invoice, only
when it would obviously benefit both parties, but there is a fee involved. We
charge the fee due to the fact that you wanted to cancel your invoice 25 days
after placing the order. When you originally placed your order, we stopped
contacting any business that would be considered your competition, as we only
allow 1 of each business type on the magnets and for the fact that there is only
room for a number of businesses. By cancelling your invoice, it causes us to
have to find another business to take your place.In regards to your statement about “informing others of
our work”, you are welcome to make any truthful statements that you like, as
that is your right. That being said, any untruthful and/or slanderous remarks
about the company or likeness will be cause for action on our part.You brought up other complaints that we have had. Yes,
there have been a couple but what you do not see is that based on the number of
complaints, this is less than 0.0001% of the customers we have serviced in that
time period. We did what was stated we would do, if you were not
happy with any part of where we were in the process or with the ad proof that
was sent, there were remedies available at that time that would have ended
differently. That being said, I have placed you on our DO Not Call list which
should stop any further calls from occurring, although I cannot completely
guarantee that. At this time I believe it is just best that we part ways from
any business dealings.Tell us why here...

In regards to the customer's complaint. I have looked into the details of Latimer County Tag Agency's account. I have also listened to all calls in regards to this account. This customer has been doing business with us since 2013 and has purchased on multiple occasions from us. For this we...

appreciate your business. Over the past 60 days we have been changing out shipping procedures and a few things have fell through the cracks, not saying this as an excuse but just so that you know. The Latimer County Community Guide Magnets were printed and delivered back to our shipping facility some time ago along with 200 other projects. When received, the new procedure that our shipping tem is supposed to follow was not and this project along with a few others were shelved by accident as a return box not an outgoing shipment that needed to get broken down and shipped. I have made contact with our shipping manager and he is having the project located and pulled. We will process the shipments of this project immediately and get the magnets shipped. Due to the breakdown on our part, I am offering to provide Latimer County Tag Agency a free ad on the next edition that we produce.

In regards to the clients complaint. I have looked into this and here is what I have found. On 7/5/17 [redacted] spoke with [redacted], a sales representative here at Legacy Innovations. [redacted] pitched [redacted] an ad space on the Cumberland County Community Guide Magnet project that we were working on. At the...

time [redacted] agreed to place an ad for State Farm on the project. Now, we do not take orders straight from the sales representative, there is a secondary process that is involved. This process includes all ad placements to go through verification to ensure that the client understands what they are agreeing to and confirms that they do want to place the ad as well as agree to the terms of sale.During the verification process [redacted] agreed to the terms of the sale and placed the order. This order included the price of the ad placement was $400. [redacted] also went over the basics of what was going to be placed on the advertisement. [redacted] was going to email over a copy of her business card so that we could use the information for her advertisement. [redacted] was also informed that she would receive an ad proof in the mail in about 7 to 10 business days. We also informed [redacted] that is we did not receive her business card by the time our graphics department was going to create her ad, she would receive a generic ad proof. In the case that she were to receive a generic ad proof, she could then just mail back her business card with the ad proof noting that changes were needed. We work with roughly 15,000 clients per year, all of which the clients are extremely busy and for the most part, many forget to send us the content of what they want to be featured in their ad until they receive the generic ad proof in the mail. We create generic ad proofs in these circumstances to get out clients to review their ad because there are timelines for ads to be done and corrected so that we can go to print for the project. I have attached a copy of the proof that was sent to the customer. The proof sheet states that the client needs to review the proof and if corrections are needed, they need to inform us what needs to be changed. It also states that the needs to note any changes and return the proof sheet back to us within 10 days and we will continue to make any additional changes for up to 30 days. After that time period, corrections may not be accepted. [redacted], did not notate any corrections. Even though [redacted] was informed and agreed during verification that  she would inform us of any corrections or changes that needed to be made.Our verification process as stated above also goes over the terms of sale. [redacted] was notified during this call that "All Sales Are Final" but that we do allow cancellations up to 72 hours from verification without penalty and after the 72 hours, "All Sales Are Final Due To Limited Ad Space". [redacted] agreed to all of the terms of sale and agreed to place the ad on the project. In addition, to confirm the ad placement, [redacted] gave a verification code of [redacted]. Even though she agreed to all of the terms of sale, we still allowed [redacted] to cancel her ad placement, but, we did so with penalty. This penalty was in the form of a cancellation fee of $100. We did this even though we could have held the "All Sales Are Final". [redacted] had every opportunity to decline to place her ad. At any time during the verification call she could have stated that she was not interested or wanted to see something before moving forward. She did not do this though and placed the ad. Based on the verification call, which I am sending in along with my response, we did exactly what we stated we would do but [redacted] did not. The cancellation fee will not be refunded to the client. Had [redacted] handled the situation differently, there is a chance that we might have refunded it or waived part of it. Just because a client decided not to follow through with what they have agreed to does not constitute a valid reason to file a complaint. In fact, I have the right to file a complaint against State Farm for breaking their contractual obligation in regards to this ad. We ask that this complaint be deleted as it was the client that decided to break her verbal contract with Legacy.