We have sent out a class picture to Mrs*** and she has confirmed with them that they have received itWe have also provided the customer with a 50% refund on their entire package order ($refunded to their credit card) for the inconvenience that this situation has caused them
Initial Business Response /* (1000, 5, 2015/12/08) */
I have been informed by our customer service representative that numerous attempts have been made to scan and redeposit each of the four checks that Ms*** submitted as payment for her portrait order, but each time they have come back as
insufficient fundsIt has also been confirmed that all the items Ms*** sees on her bank statement that say "purchase ARC Lifetouch", this transaction description indicates a banking fee charged by Ms***'s bank for insufficient fundsOur records show that no successful payment has been processed and received by LifetouchThe checks would normally go to a collection agecy so we could try and collect on them, but I have also been informed that after much deliberation, Lifetouch has removed Ms*** from the collection processThe decision has been made in good faith for Ms*** and Lifetouch is treating the matter as the product has been sent and received by Ms*** as a gift with no amount due remaining
Initial Business Response /* (1000, 5, 2016/04/07) */
Customer service is our number one goal at Bill Black Chevrolet Cadillac Inc
The vehicle had two components that were faulty causing the same symptomThis type of concern / correction could be confusing to a customer
We apologize there was
a misunderstanding with the repairs made
I have already started the process for reimbursement for the full amount of $
The customer should receive payment within the next week
We look forward to continuing to do business with you in the future
Sincerely,
Bill Black Chevrolet Cadillac Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a representative of the company regarding my compliantThey expressed their concern with retaining my business and customer satisfactionThe representative informed me that they would reimburse me the amount of my requestThe representative that called with courteous and understanding to my concerns
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
I also recommend reviewing laws and USPS regulations regarding this unwanted material.http://www.gao.gov/archive/1997/gg97085.pdf
Postal Service regulations are broader than the mailbox restriction law
The regulations restrict items placed upon, supported by, attached to,
hung from, or inserted into a mailboxHowever, the regulations do not
apply to door slots, among other things.9
Regards,
*** ***
I have been informed by our guest services account executive that a refund request in the amount of $has been processed for Ms*** due to the inconvenience caused. Also, an order was placed with the correct pose. The order will be delivered to Ms*** on our
about December 8, 2016. The account executive left a voice mail message and also emailed Ms. *** with this information
I have been informed by our customer service representative that the Territory Manager contacted them to inform them that they would be retaking Ms*** child's photos next week. The customer service representative contacted Ms*** to inform her of this and Ms*** confirmed that she
had already spoke with the Territory Manager and that they were all set for the retakes
I have ben informed by our customer service representative that they have been in contact with Mr*** and were able to get the information needed in order to figure out what was going on with Mr***' orderThey found that a reorder had been placed on March 7, for a three
image CD and it was shipped directly to Mr*** on March 10thA second CD with a single image on it was processed yesterday and should be shipped directly to Mr*** todayAlso, a refund in the amount of $has been processed
Please accept this response to complaint No*** submitted originally 7--26-17, and additional complaint submitted 9-25-17 September 27, 2017 RE: *** *** *** *** ** *** ** *** Complaint # *** Originally Filed 7-26-17 Please accept this as confirmation that the Columbus Dispatch recently received the original complaint from Mr*** *** We apologize for the delay in response, but due to a transition in our company there was a period of time that no complaints were sent to us to resolve, or we received them later than expectedWe are reviewing each one that was not responded to, and seeking to make certain they have been or are resolved. Mr***’s complaint concerned billing and collection issuesHe had ordered a week subscription for Thursday, Saturday, and Sunday home delivery at the rate of $When he signed up for this, he was already a current subscriber which made him ineligible for the offerHowever, that was not explained to him by the solicitor as it should have beenThis resulted in his account never being set up at the lower rate, causing his account to be charged more money than was expectedMr*** called in to customer service to discuss the problem, but nothing was ever corrected on his account. Mr*** had every reason to believe that he would receive the promotional rate offered; and, it should have been honored when he called in to complainMr*** did cancel his subscription on 7-20-due to Editorial Content. On 8-16-I left a message on Mr***’s machine and apologized for the situation that occurredI explained that we would like to offer him the same package, at no charge, for weeksAs he had recently stopped due to the content, I wanted to be certain this is something he would be interested inI left my direct phone number to contact me and discuss, with the hours that I would be available. Mr*** left me a voicemail and was not interested in receiving the DispatchAt that time the complaint was resolved, but the response inadvertently did not get posted to the siteI take full responsibility for this error. Following this, Mr*** received a bill for $resulting in an additional complaintIn reviewing this, it was discovered that the $credit had not been applied to his account and a refund request had not been made. Action taken today is that a credit has been placed on Mr***’s account, and a refund request in the amount of $has been requested in the form of a check as he asked it to beThis will be mailed to the address on his complaint, and we ask that he allow 7-business days for it to arriveWe will also have a letter sent to Mr*** stating that the check will be mailed, and that his account is paid in full with no balance owed We are not able to send a check and letter together as he requested, as the check will come separately from Accounts Payable in New York. We sincerely apologize for the misunderstandings that occurred and appreciate that he brought these to our attentionWe hope this resolution is satisfactory
I have been informed by our guest services account executive that the picture day ID and security code for the images of Ms***' daughter have been sent to Ms*** along with a link to Preschoolclix.com and also a 50% off discount code
Initial Business Response /* (1000, 5, 2016/01/19) */
I have been informed by our customer service representative that a picture package was shipped to the school on November 17, and Ms*** recieved the other package last Friday, January 15, We believe Ms*** is satisfied with
the resolution of this matter
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
December 29, 2018RE: Complaint #***Please accept this as confirmation that we are in receipt of Mr*** ***’s complaint regarding “The Bag” deliveryWe previously responded to the original complaint and apologize that the matter has not been resolved satisfactorilyPlease see the updated response below:We have notified the Alternate Product Customer Service Supervisor of the issues Mr*** has again had with receiving the “Bag”She will be working diligently with the field to have this corrected. If Mr*** continues to have difficulties with this, he is also welcome to call the customer service department at 888-837-to immediately report the problem.We truly apologize for the inconvenience this has caused Mr*** and will continue to take the necessary steps to have this resolved permanently. Thank you
10-17-17Complaint # ***Dear Revdex.com: Thank you for your intervention on my behalf with Gatehouse Media Ohio Holdings II.IncThank you for forwarding their responseI hope they will be true to their written word and honor my request for non-delivery of This Week newspaper to my address.I greatly appreciate your organization.Respectfully,
*** ***
Initial Business Response /* (1000, 5, 2015/09/02) */
I have been informed by our territory customer service representative that on June 3, a voice mail message was left for Ms*** regarding her son's portrait packageOn August 24, the representative left a detailed voice mail message
for Ms*** stating that although Ms*** had paid $for the portrait package, she still owed $and the representative also advised Ms*** that her son's portrait package had been returned to the territory officeIn the message, the representative confirmed the home address they had in their system for Ms*** and also gave Ms*** the address of the territory office and the hours they were open so she could come in and pick up the portrait package and pay the remaining balance owing
Revdex.com NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint Revdex.com Complaint Acceptance guidelines do not allow Revdex.com to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case belowBased upon this new information we are resuming Revdex.com Dispute Resolution Services. We appreciate the patience and understanding of the parties. Consumer’s Additional Information: Numerous times in I have had delivery issuesIn I have had issues pertaining to no delivery, missed sections and wet paperMost recently I did not get a Sunday delivery on 4/08/and 4/15/Since these issues seem to reoccur on a frequent basis I have asked for a call from the Distribution manager and that has also not occurredI have also emailed (last Sunday 4/08) William Stille the VP of Circulation with no response.Consumer’s New Desired Resolution: Provide the service paid for with minimal disruption
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I will add that while my two first attempts as resolving this was very unsatisfactory, the immediate response and quick action after filing my complaint with Revdex.com was exceptional Not only a resolution to the problem, but genuine concern on how the problem couldn't be resolved in previous attempts The company as a whole has been great in the last years I have had to deal with them, this is the only time I have had an issue
I have been informed by our customer service representative that on May 23rd he contacted Ms*** and gathered additional information from her in order to attempt to retrieve the class photo that she is missing. Today, the customer service representative received confirmation from the lab
that they were able to retrieve the correct class picture and will produce a copy of it and ship it directly to Ms***. Ms*** was contacted and informed that she should receive the package on or before May 30th. Our customer service representative will contact Ms*** on May 30th to confirm receipt of the image and to make sure she is satisfied with the image
I have been informed by our Guest Services Account Executive that a refund was processed and sent to Ms***. I have also been told that if the images of Ms***'s son are found, they will be uploaded to our system and a CD will be processed and shipped to Ms
***
We contacted Mrs*** regarding this issueIt appears that the email address we had been trying to send the digital image to was having issuesWe received a different email address from the customer and we sent the digital image thereMrs*** has confirmed that she received the digital image
and it is correctShe thanked us for the help and needed no further assistance at this time
The bags were delivered again in my neighborhood 3/9/and they did hang my bag on my mailbox hookThe delivery person then proceeded to throw the Bag for the rest of the subdivision on the ground.So the regional manager must also be failing to check the proper delivery of your Bag
We have sent out a class picture to Mrs*** and she has confirmed with them that they have received itWe have also provided the customer with a 50% refund on their entire package order ($refunded to their credit card) for the inconvenience that this situation has caused them
Initial Business Response /* (1000, 5, 2015/12/08) */
I have been informed by our customer service representative that numerous attempts have been made to scan and redeposit each of the four checks that Ms*** submitted as payment for her portrait order, but each time they have come back as
insufficient fundsIt has also been confirmed that all the items Ms*** sees on her bank statement that say "purchase ARC Lifetouch", this transaction description indicates a banking fee charged by Ms***'s bank for insufficient fundsOur records show that no successful payment has been processed and received by LifetouchThe checks would normally go to a collection agecy so we could try and collect on them, but I have also been informed that after much deliberation, Lifetouch has removed Ms*** from the collection processThe decision has been made in good faith for Ms*** and Lifetouch is treating the matter as the product has been sent and received by Ms*** as a gift with no amount due remaining
Initial Business Response /* (1000, 5, 2016/04/07) */
Customer service is our number one goal at Bill Black Chevrolet Cadillac Inc
The vehicle had two components that were faulty causing the same symptomThis type of concern / correction could be confusing to a customer
We apologize there was
a misunderstanding with the repairs made
I have already started the process for reimbursement for the full amount of $
The customer should receive payment within the next week
We look forward to continuing to do business with you in the future
Sincerely,
Bill Black Chevrolet Cadillac Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a representative of the company regarding my compliantThey expressed their concern with retaining my business and customer satisfactionThe representative informed me that they would reimburse me the amount of my requestThe representative that called with courteous and understanding to my concerns
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
I also recommend reviewing laws and USPS regulations regarding this unwanted material.http://www.gao.gov/archive/1997/gg97085.pdf
Postal Service regulations are broader than the mailbox restriction law
The regulations restrict items placed upon, supported by, attached to,
hung from, or inserted into a mailboxHowever, the regulations do not
apply to door slots, among other things.9
Regards,
*** ***
I have been informed by our guest services account executive that a refund request in the amount of $has been processed for Ms*** due to the inconvenience caused. Also, an order was placed with the correct pose. The order will be delivered to Ms*** on our
about December 8, 2016. The account executive left a voice mail message and also emailed Ms. *** with this information
Response included in the document attached
I have been informed by our customer service representative that the Territory Manager contacted them to inform them that they would be retaking Ms*** child's photos next week. The customer service representative contacted Ms*** to inform her of this and Ms*** confirmed that she
had already spoke with the Territory Manager and that they were all set for the retakes
I have ben informed by our customer service representative that they have been in contact with Mr*** and were able to get the information needed in order to figure out what was going on with Mr***' orderThey found that a reorder had been placed on March 7, for a three
image CD and it was shipped directly to Mr*** on March 10thA second CD with a single image on it was processed yesterday and should be shipped directly to Mr*** todayAlso, a refund in the amount of $has been processed
Please accept this response to complaint No*** submitted originally 7--26-17, and additional complaint submitted 9-25-17 September 27, 2017 RE: *** *** *** *** ** *** ** *** Complaint # *** Originally Filed 7-26-17 Please accept this as confirmation that the Columbus Dispatch recently received the original complaint from Mr*** *** We apologize for the delay in response, but due to a transition in our company there was a period of time that no complaints were sent to us to resolve, or we received them later than expectedWe are reviewing each one that was not responded to, and seeking to make certain they have been or are resolved. Mr***’s complaint concerned billing and collection issuesHe had ordered a week subscription for Thursday, Saturday, and Sunday home delivery at the rate of $When he signed up for this, he was already a current subscriber which made him ineligible for the offerHowever, that was not explained to him by the solicitor as it should have beenThis resulted in his account never being set up at the lower rate, causing his account to be charged more money than was expectedMr*** called in to customer service to discuss the problem, but nothing was ever corrected on his account. Mr*** had every reason to believe that he would receive the promotional rate offered; and, it should have been honored when he called in to complainMr*** did cancel his subscription on 7-20-due to Editorial Content. On 8-16-I left a message on Mr***’s machine and apologized for the situation that occurredI explained that we would like to offer him the same package, at no charge, for weeksAs he had recently stopped due to the content, I wanted to be certain this is something he would be interested inI left my direct phone number to contact me and discuss, with the hours that I would be available. Mr*** left me a voicemail and was not interested in receiving the DispatchAt that time the complaint was resolved, but the response inadvertently did not get posted to the siteI take full responsibility for this error. Following this, Mr*** received a bill for $resulting in an additional complaintIn reviewing this, it was discovered that the $credit had not been applied to his account and a refund request had not been made. Action taken today is that a credit has been placed on Mr***’s account, and a refund request in the amount of $has been requested in the form of a check as he asked it to beThis will be mailed to the address on his complaint, and we ask that he allow 7-business days for it to arriveWe will also have a letter sent to Mr*** stating that the check will be mailed, and that his account is paid in full with no balance owed We are not able to send a check and letter together as he requested, as the check will come separately from Accounts Payable in New York. We sincerely apologize for the misunderstandings that occurred and appreciate that he brought these to our attentionWe hope this resolution is satisfactory
I have been informed by our guest services account executive that the picture day ID and security code for the images of Ms***' daughter have been sent to Ms*** along with a link to Preschoolclix.com and also a 50% off discount code
Initial Business Response /* (1000, 5, 2016/01/19) */
I have been informed by our customer service representative that a picture package was shipped to the school on November 17, and Ms*** recieved the other package last Friday, January 15, We believe Ms*** is satisfied with
the resolution of this matter
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
December 29, 2018RE: Complaint #***Please accept this as confirmation that we are in receipt of Mr*** ***’s complaint regarding “The Bag” deliveryWe previously responded to the original complaint and apologize that the matter has not been resolved satisfactorilyPlease see the updated response below:We have notified the Alternate Product Customer Service Supervisor of the issues Mr*** has again had with receiving the “Bag”She will be working diligently with the field to have this corrected. If Mr*** continues to have difficulties with this, he is also welcome to call the customer service department at 888-837-to immediately report the problem.We truly apologize for the inconvenience this has caused Mr*** and will continue to take the necessary steps to have this resolved permanently. Thank you
10-17-17Complaint # ***Dear Revdex.com: Thank you for your intervention on my behalf with Gatehouse Media Ohio Holdings II.IncThank you for forwarding their responseI hope they will be true to their written word and honor my request for non-delivery of This Week newspaper to my address.I greatly appreciate your organization.Respectfully,
*** ***
Initial Business Response /* (1000, 5, 2015/09/02) */
I have been informed by our territory customer service representative that on June 3, a voice mail message was left for Ms*** regarding her son's portrait packageOn August 24, the representative left a detailed voice mail message
for Ms*** stating that although Ms*** had paid $for the portrait package, she still owed $and the representative also advised Ms*** that her son's portrait package had been returned to the territory officeIn the message, the representative confirmed the home address they had in their system for Ms*** and also gave Ms*** the address of the territory office and the hours they were open so she could come in and pick up the portrait package and pay the remaining balance owing
Revdex.com NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint Revdex.com Complaint Acceptance guidelines do not allow Revdex.com to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case belowBased upon this new information we are resuming Revdex.com Dispute Resolution Services. We appreciate the patience and understanding of the parties. Consumer’s Additional Information: Numerous times in I have had delivery issuesIn I have had issues pertaining to no delivery, missed sections and wet paperMost recently I did not get a Sunday delivery on 4/08/and 4/15/Since these issues seem to reoccur on a frequent basis I have asked for a call from the Distribution manager and that has also not occurredI have also emailed (last Sunday 4/08) William Stille the VP of Circulation with no response.Consumer’s New Desired Resolution: Provide the service paid for with minimal disruption
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I will add that while my two first attempts as resolving this was very unsatisfactory, the immediate response and quick action after filing my complaint with Revdex.com was exceptional Not only a resolution to the problem, but genuine concern on how the problem couldn't be resolved in previous attempts The company as a whole has been great in the last years I have had to deal with them, this is the only time I have had an issue
I have been informed by our customer service representative that on May 23rd he contacted Ms*** and gathered additional information from her in order to attempt to retrieve the class photo that she is missing. Today, the customer service representative received confirmation from the lab
that they were able to retrieve the correct class picture and will produce a copy of it and ship it directly to Ms***. Ms*** was contacted and informed that she should receive the package on or before May 30th. Our customer service representative will contact Ms*** on May 30th to confirm receipt of the image and to make sure she is satisfied with the image
I have been informed by our Guest Services Account Executive that a refund was processed and sent to Ms***. I have also been told that if the images of Ms***'s son are found, they will be uploaded to our system and a CD will be processed and shipped to Ms
***
We contacted Mrs*** regarding this issueIt appears that the email address we had been trying to send the digital image to was having issuesWe received a different email address from the customer and we sent the digital image thereMrs*** has confirmed that she received the digital image
and it is correctShe thanked us for the help and needed no further assistance at this time
The bags were delivered again in my neighborhood 3/9/and they did hang my bag on my mailbox hookThe delivery person then proceeded to throw the Bag for the rest of the subdivision on the ground.So the regional manager must also be failing to check the proper delivery of your Bag