I have been informed by our customer service representative that the reorder for Ms***s was shipped on January 5, 2016. The digital image had been reordered, but Ms***s' email address was entered incorrectly. That error has been corrected and the digital image was emailed to
Ms***s. Also, a refund in the amount of $was submitted to Ms***'s credit card. The customer service representative spoke with Ms***s and Ms***s confirmed that she received both the hard copies of the photos and the digital image and also the refund
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 advise if I have not received the promised refund in days
Initial Business Response /* (1000, 5, 2015/04/22) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Your Revdex.com complaint has been forwarded to me for responseWe apologize for the frustrations you
experienced when you received your childs portrait package
Lifetouch has been a provider of school portraits for more than yearsWe are an employee owned company and our goal is to create lifelong memories for families while providing schools with essential photographic and other value added servicesThe reason for the family approval program is to allow Lifetouch to give back to schoolsLifetouch is invited by the school to take portraits of students for the benefit of both the school and the parentsA portion of portrait sales is used by schools to supplement their budget and fund special activities and projects that might not otherwise be possible
, cThe family approval program is an opportunity offered by Lifetouch and the school for parents to purchase their childs individual portraitsMany families appreciate the opportunity for a current portrait of their childThere is no obligation to purchase; some or all of the portraits may be purchased or the portraits can simply be returned
If the parent prefers not to have his or her child photographed, the picture day flyer explains that the parent may notify the childs teacher with a note so that an individual portrait is not taken and portraits are not sent home
Lifetouchs goal is to offer high quality, reasonably priced portraits to the families of students during their growing years and to support the school as a partner in educationWe value the support of parents and hope that we can serve you in the future
We contacted Mrs*** and apologized for this issueOur finance department contacted *** and has had the check removed from collectionsWe informed Mrs*** that she can keep the package that she has at no charge for the inconvenience this has caused her Joe *** Customer
Experience Specialist Media Team Supervisor Lifetouch National Contact Center joseph***@lifetouch.com ###-###-####
Revdex.com:
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 so much for the helpful customer service!
Please accept this as confirmation of the phone call we had
yesterday, and the resolutions agreed upon, regarding the billing issues with
your account. We sincerely apologize for the delay in resolving this problem,
as well as the...
frustration this has caused you. It is our goal to provide our
customers with prompt and efficient service, which we failed to do. The
experience that you had is certainly not the way we intend to treat our
subscribers.
As stated on the phone, a refund check has been sent out to
you in the amount of $5.38. Following your call to our call center yesterday,
an additional refund check for the amount of $16.41 has been generated in our
system, and this will be mailed to you as well. This will bring your total
refund to $21.52 which was the amount you were charged for papers you never
received. In addition, your credit card was cancelled, and your service
terminated as requested.
Again, we are extremely sorry for the aggravation you had to
endure, and appreciate your giving us the opportunity to correct the matter.
Should you decide in the future you would like to re-subscribe, please know
that we will work with you to find the best package available.
If you have any additional questions or concerns, please
feel free to contact me directly either by email, or my direct line @ [redacted].
I have called Ms [redacted] and left my contact information and asked that she return my call.I have also communicated with the Distribution Center manager and the District manager the importance of ensuring that the contractor follow the terms of the contract and no deliver to residents who have...
requested no delivery.The DM will manage the Independent Contractor contract and will breach or terminate the Independent Contractor if necessary.
[redacted]September 2, 2017Revdex.com of Central Ohio1169 Dublin Rd,Columbus, OH 43215-1005RE: Revdex.com Complaint # [redacted] Gatehouse Media Ohio Holdings II. , IncSubject: NEWSPAPER REFUSES TO HONOR ITS COMMITMENT TO DELIVER ATTHE PROMOTIONAL PRICE AGREED UPON - THEN APOLOGIZES, BUTBILLS WHAT IS NOT OWED.Written communications to date with the Columbus Dispatch and the Revdex.com are attached. Asstated in your letter to me of Aug. 16, 2017, Debbie of Columbus Dispatch marketing, 614-883-4931, called me and left a message on my answering machine apologizing for the misunderstanding.She offered me another subscription. I called her and left a message that I was no longer interestedin receiving the Dispatch. I did not hear back from her and believed our business to be concludedwith an amicable separation,Today, I received a bill from the Dispatch in the amount of $5.81. Apparently there is noagreement or apology intended by the Dispatch.. .or perhaps there is a lack of communication withinthe company. As shown on my attached letter to the Dispatch, July 18, 2017, the Dispatch actuallyowes me five dollars ($5.00). Apparently I need that from the Dispatch to ensure that there is awritten demonstration that the accounting is properly performed. I need an official statement inwriting from the Dispatch signed by an executive of the newspaper stating that our account is settledwith the check for $5.00.The help of the Revdex.com to protect consumers like myself from predatorybusiness practices is very necessary and much appreciated.[redacted]
I have been informed by our customer service representative that orders for this job were being collected until September 17, 2016. After that time, it takes approximately 3-4 weeks for the photos to be printed and shipped. A digital copy of the photo of Mr. [redacted]'s son was sent to Mr....
[redacted]. I've also been informed that a refund in the amount of $36 is being processed. As of this date, the package has been shipped to Mr. [redacted] but not yet received. Our customer service representative will follow up with Mr. [redacted] in a few days to confirm receipt of the package.
I am rejecting this response because:Apparently they did not read the entire complaint, as the special edition issue was not the primary issue. The major issue is I was charged 4 times in a 6 week period in their attempt to recoup previous charges that were deemed inappropriate by my credit card since services were not received. I have recapped it below for the company.We placed a vacation hold 12/9-17/18 with our held papers to be delivered on 12/17. As with the four previous vacation holds, first it was not stopped on time, second the papers were not delivered at the end of the hold. It took another four days of calling before I received a portion of the papers. The Dispatch representatives offered no apologies, compensation or effort with regards to our issue. Since I had no other recourse, I finally filed a complaint with our credit card over the December bill as services were not as promised. When the Dispatch was notified of the dispute by my credit card, they opted to cancel my automatic payment following our 1/3/18 payment without notification. On 2/23 our papers stopped being delivered. I finally reached Roger on 2/25 who was unsure why our automatic payment was cancelled but showed we were paid through 2/8 from the January payment. He stated there was a past due amount of $44.80 which was for the disputed December bill, plus the papers delivered from 2/8-22. I explained the issues with the December deliveries and we came to the agreement that I owed the 14 days in February, plus I would have to pay the next month ($23.99) for service to resume. I paid $35.19 that day for my paper to resume on 2/26. On 2/28 I was charged for another month’s service, and again on 3/14. Apparently the Dispatch applied the dispute from my credit card to January, also news to me despite all of the previous conversations with the Dispatch. I was informed I am still liable for the disputed amount despite the fact the papers were not delivered. I have now been charged 4 times by the Dispatch over a 6 week period for monthly deliveries (I was just charged today for April). According to my most recent conversation with a manager, with today’s charge, we were paid through 5/12, he extended that to 5/21 out of pity. Desired Outcome/SettlementDesired Settlement: Billing AdjustmentI pay $23.99 for 30 days of service. I am not going to pay for December since nearly half of the month I did not get a paper, plus this has happened 4 times in the past. This matter has already been settled with our credit card company. I paid for the 14 days I owed from February, plus the next month on 2/26/18, which would result in our account being paid through 3/27. The 2/28 payment extends that through 4/26, 3/14 payment through 5/26. Finally, the payment I was just charged today would extend that through 6/25. The Dispatch needs to correct their charges to my account to reflect these overcharges and not charge my account a monthly fee until 6/25.
Initial Business Response /* (1000, 7, 2016/09/06) */
Contact Name and Title: Ben V[redacted], Service Manage
Contact Phone: [redacted]
Contact Email: [redacted]@billblackauto.com
The customer came in with a no start concern and a power steering leak. The vehicle appeared to have been sitting for quite...
a while. The technician found the interior lights had been left on and had drained the battery. We charged the battery and tested the charging system, everything tested ok. Our technicians then inspected the power steering system and found the rack & pinion leaking, as well as the power steering pressure hose and power steering pump reservoir inlet hose. The pump was noisy due to the pump being run low on power steering fluid.
The customer did have an aftermarket extended service contract, the contract did not cover the hoses so we assisted in the cost by reducing our labor rate; we replaced the hoses and installed them for free. The warranty company would only pay for an aftermarket power steering pump; they refused to put a GM pump on the car.
The vehicle was ready for pickup and we finally were able to get the vehicle to act up concerning the no start concern. We replaced the starter. No charge to the customer.
The vehicle returned and the power steering pump was leaking at the front seal, the customers Warranty Company would not pay to have it replaced again. We took care of the customer and absorbed cost. The technician washed the vehicle's engine bay thoroughly and road tested the vehicle 15 miles. He returned and inspected the underbody and there were no signs of leaks.
The customer returned with another power steering hose leaking. This time the power steering cooler line is leaking due to a small pin hole that had developed in the metal line due to rust.
We are very sorry the customer has had multiple problems with the vehicle and would like to go ahead and replace the other power steering cooler line that has the pin hole in it.
This decision has been made with the customer's satisfaction in mind, even though it was not part of the repair or the initial parts replaced. We have made multiple attempts to contact the customer and hope that we can find a mutual resolution to the issue.
9-18-
Dear Ms [redacted],
Please
accept this as confirmation that we are in receipt of
your complaint to the Revdex.com regarding delivery issuesThis
will also be verification that we spoke on the telephone regarding this matter,
which is detailed below
In your complaint you originally had requested that we
cancel your subscription and reimburse the money paid for your recent Sunday
and Wednesday paper When reviewing your account, it was noted that you
have spoken with the call center and agreed to a lower rate of Wednesday and
Sunday delivery and to continue your subscription In addition, it was
agreed that the District Manager will be monitoring your service to ensure that
the paper is delivered as scheduled and in a timely manner
We sincerely apologize for the frustration you experienced
with your delivery, and apologize for the inconvenienceOur subscribers
deserve better service than we gave, and we appreciate your giving us the
opportunity to prove to you that we are better than we have shown
Please feel free to contact me at any time should you need
additional service, or have any concernsYou may reach me at my email address,
or my direct line@ xxxxxxxxxx
Thank you.
7-10-
Dear Mr[redacted]
Please accept this as
confirmation that we are in receipt of
your complaint to the Revdex.com regarding your service issuesWe
sincerely apologize for the delay in resolving this problem, as well as the
frustration this has caused youIt is our goal to provide our customers with
prompt and efficient service, which we failed to doThe experience that you
had is certainly not the way we intend to treat our subscribers
When reviewing your account, it was noted that the original
complaint had been entered incorrectlyThis set off a series of errors, which
assisted in causing the delayTo ensure that you do not have to endure any
additional dissatisfaction we contacted the Assistant Distribution Manager of
your area, and alerted him of the problemsIt is our understanding from him,
that he spoke with you and has made arrangements to come to your home tomorrow
and assess what needs to be done We are confident that this matter can
be solved quickly for you
We appreciate your alerting us to this matterIt is this
type of situation that gives us the opportunity to improve our services, and
provide our subscribers the excellent service they deserve
Should you need further assistance, or have any additional
concerns, please feel free to contact me directly at [redacted]
Thank you
Please accept this as confirmation that we are in receipt
of your email sent to the Revdex.com regarding your
Billing/Collection issuesWe appreciate your contacting us, and would like to
apologize for any frustration or misunderstanding that has occurred
In
reviewing your account, you were a Sunday Only
subscriber in January at rate of $per month (3-month rate of 29.87)
On 4-13-14, your rate increased to $per monthWith regard to the price
change on your subscription, our system is such that rate increases are
generated automatically, much like the cable companies, phone, and internet
This price was reflected on your invoice, which resulted in your paying the 3-
month rate of $
We can certainly understand, however, that having been at
the rate of $for so long it was easy to overlook the increaseTo show our
continued commitment to working with our subscribers, at your request we have
credited your account for $and requested that this amount be refunded to
youWe are in the process of a vendor conversion so please allow up to 3-
weeks for your refund check to arriveIn addition, we have placed a price
change and frequency of delivery change on your accountThis will provide
delivery of both the Saturday and Sunday paper, for the rate of per month
This rate is guaranteed for six months, as it is a promotional rateIt is
possible that the rate will increase after that time
We hope that you are agreeable to thisWe appreciate the
opportunity to address your concerns, and should you have any further
questions, please feel free to contact me directly at either my email below, or
my direct number xxxxxxxxx
Thank you
Response to Revdex.com complaintCase No.: [redacted] - [redacted]I have been informed by our customer service representative that they spoke with Mrs. [redacted] on March 24th and informed her that their order had been shipped on March 21, 2016 and also a refund in the amount of $30.50 was being processed...
to refund the [redacted]'s Paypal account. Our representative attempted to contact the [redacted]'s again on March 28th to confirm they had received their portrait order, but the [redacted]'s were not available. Our customer service representative will attempt to contact the [redacted]'s again later this week to confirm receipt of their order.
Dear Mrs. [redacted],
Please accept this as
confirmation that we are in receipt of your complaint to the Revdex.com
regarding our vacation policy credit. We sincerely apologize for any frustration or
misunderstanding that this has caused.
The policy of the
Columbus...
Dispatch is that we no longer provide credit for vacations less than
30 days. We do offer the option of having your papers held while you are away
and delivered upon your return. The reason for the continued charge is
that your subscription includes unlimited digital access that you can access
from a computer, tablet or mobile device so you can stay up to date on your
entire hometown, national and international news.
That being said, we do
understand that not all subscribers utilize this feature, and we will be happy
to credit your account for the time period you were away. Using the dates you
provided, February 3, 2016 through February 27, 2016, we have applied $18.97 to
your account. This brings your new “paid through” date to 06-11-16.
We hope this is
satisfactory to you and shows our continued commitment to customer
satisfaction. We appreciate your alerting us to your concern, and giving us the
opportunity to resolve it.
Thank you.
We contacted Mrs. [redacted] to discuss this situation. We apologized both for not having the image and difficulty they have had in getting a refund. We have contacted our finance department and confirmed that a refund check has been created and sent to Mrs. [redacted] on 11/29/17.
October 12, 2017 [redacted] Dear Mr. [redacted], In response to your complaint with the Revdex.com in regards to the unsolicited delivery of the This Week paper, I do apologize for this continued issue. We do provide any...
DND requests to the Independent Contractor on route. This is updated and provided to the Contractor each week. I have asked the manager to contact the Independent Contractor who delivers your route to ensure they understand this request and it is followed. The District Manager will stop by your address each week for the next few weeks to ensure that the request has been followed. If a This Week paper is still found, they will pick it up and take additional corrective action with the Independent Contractor. The Manager will also reach out to you to ensure you have his information and to answer any questions. Again, I do apologize. Best Regards,Andrea L[redacted]Alternate Product Customer Service SupervisorThe Bag
RE: [redacted]
[redacted] [redacted] Complaint # [redacted]Please accept this as confirmation that we are in receipt of the additional comments from Mr. [redacted]. Mr. [redacted] is upset because he again received “the Bag” after requesting that it stop being delivered. We had previously responded to his complaint stating that the issue was being resolved, and we apologize that he again received it.We have reached out to the department that handles “the Bag” and they have again responded. The response is below:“We followed up with DM who checked with her carrier. The carrier insists they are NOT delivering to this address.This weekend, the DM has told the carrier to contact her as soon as they are finished with their route. She is sending someone over to check the address to make sure there is no Bag. We are also requesting the carrier take a picture of the address to prove on their end they did not leave any product. The DM will also look to see if it's possible that another carrier is crossing over and delivering the specific area inadvertently.”We are hopeful that these actions will remedy the situation, and are extremely sorry for any frustration this is causing Mr. [redacted]. The situation will continue to be monitored and if there are further problems we ask the Mr. [redacted] inform us so we can quickly resolve them.Thank you.
I have been informed by our customer service representative that the reorder for Ms***s was shipped on January 5, 2016. The digital image had been reordered, but Ms***s' email address was entered incorrectly. That error has been corrected and the digital image was emailed to
Ms***s. Also, a refund in the amount of $was submitted to Ms***'s credit card. The customer service representative spoke with Ms***s and Ms***s confirmed that she received both the hard copies of the photos and the digital image and also the refund
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 advise if I have not received the promised refund in days
Initial Business Response /* (1000, 5, 2015/04/22) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Your Revdex.com complaint has been forwarded to me for responseWe apologize for the frustrations you
experienced when you received your childs portrait package
Lifetouch has been a provider of school portraits for more than yearsWe are an employee owned company and our goal is to create lifelong memories for families while providing schools with essential photographic and other value added servicesThe reason for the family approval program is to allow Lifetouch to give back to schoolsLifetouch is invited by the school to take portraits of students for the benefit of both the school and the parentsA portion of portrait sales is used by schools to supplement their budget and fund special activities and projects that might not otherwise be possible
, cThe family approval program is an opportunity offered by Lifetouch and the school for parents to purchase their childs individual portraitsMany families appreciate the opportunity for a current portrait of their childThere is no obligation to purchase; some or all of the portraits may be purchased or the portraits can simply be returned
If the parent prefers not to have his or her child photographed, the picture day flyer explains that the parent may notify the childs teacher with a note so that an individual portrait is not taken and portraits are not sent home
Lifetouchs goal is to offer high quality, reasonably priced portraits to the families of students during their growing years and to support the school as a partner in educationWe value the support of parents and hope that we can serve you in the future
We contacted Mrs*** and apologized for this issueOur finance department contacted *** and has had the check removed from collectionsWe informed Mrs*** that she can keep the package that she has at no charge for the inconvenience this has caused her Joe *** Customer
Experience Specialist Media Team Supervisor Lifetouch National Contact Center joseph***@lifetouch.com ###-###-####
Revdex.com:
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 so much for the helpful customer service!
5-22-15
Dear Mr. [redacted],
Please accept this as confirmation of the phone call we had
yesterday, and the resolutions agreed upon, regarding the billing issues with
your account. We sincerely apologize for the delay in resolving this problem,
as well as the...
frustration this has caused you. It is our goal to provide our
customers with prompt and efficient service, which we failed to do. The
experience that you had is certainly not the way we intend to treat our
subscribers.
As stated on the phone, a refund check has been sent out to
you in the amount of $5.38. Following your call to our call center yesterday,
an additional refund check for the amount of $16.41 has been generated in our
system, and this will be mailed to you as well. This will bring your total
refund to $21.52 which was the amount you were charged for papers you never
received. In addition, your credit card was cancelled, and your service
terminated as requested.
Again, we are extremely sorry for the aggravation you had to
endure, and appreciate your giving us the opportunity to correct the matter.
Should you decide in the future you would like to re-subscribe, please know
that we will work with you to find the best package available.
If you have any additional questions or concerns, please
feel free to contact me directly either by email, or my direct line @ [redacted].
Thank you.
I have called Ms [redacted] and left my contact information and asked that she return my call.I have also communicated with the Distribution Center manager and the District manager the importance of ensuring that the contractor follow the terms of the contract and no deliver to residents who have...
requested no delivery.The DM will manage the Independent Contractor contract and will breach or terminate the Independent Contractor if necessary.
[redacted]September 2, 2017Revdex.com of Central Ohio1169 Dublin Rd,Columbus, OH 43215-1005RE: Revdex.com Complaint # [redacted] Gatehouse Media Ohio Holdings II. , IncSubject: NEWSPAPER REFUSES TO HONOR ITS COMMITMENT TO DELIVER ATTHE PROMOTIONAL PRICE AGREED UPON - THEN APOLOGIZES, BUTBILLS WHAT IS NOT OWED.Written communications to date with the Columbus Dispatch and the Revdex.com are attached. Asstated in your letter to me of Aug. 16, 2017, Debbie of Columbus Dispatch marketing, 614-883-4931, called me and left a message on my answering machine apologizing for the misunderstanding.She offered me another subscription. I called her and left a message that I was no longer interestedin receiving the Dispatch. I did not hear back from her and believed our business to be concludedwith an amicable separation,Today, I received a bill from the Dispatch in the amount of $5.81. Apparently there is noagreement or apology intended by the Dispatch.. .or perhaps there is a lack of communication withinthe company. As shown on my attached letter to the Dispatch, July 18, 2017, the Dispatch actuallyowes me five dollars ($5.00). Apparently I need that from the Dispatch to ensure that there is awritten demonstration that the accounting is properly performed. I need an official statement inwriting from the Dispatch signed by an executive of the newspaper stating that our account is settledwith the check for $5.00.The help of the Revdex.com to protect consumers like myself from predatorybusiness practices is very necessary and much appreciated.[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
I have been informed by our customer service representative that orders for this job were being collected until September 17, 2016. After that time, it takes approximately 3-4 weeks for the photos to be printed and shipped. A digital copy of the photo of Mr. [redacted]'s son was sent to Mr....
[redacted]. I've also been informed that a refund in the amount of $36 is being processed. As of this date, the package has been shipped to Mr. [redacted] but not yet received. Our customer service representative will follow up with Mr. [redacted] in a few days to confirm receipt of the package.
I am rejecting this response because:Apparently they did not read the entire complaint, as the special edition issue was not the primary issue. The major issue is I was charged 4 times in a 6 week period in their attempt to recoup previous charges that were deemed inappropriate by my credit card since services were not received. I have recapped it below for the company.We placed a vacation hold 12/9-17/18 with our held papers to be delivered on 12/17. As with the four previous vacation holds, first it was not stopped on time, second the papers were not delivered at the end of the hold. It took another four days of calling before I received a portion of the papers. The Dispatch representatives offered no apologies, compensation or effort with regards to our issue. Since I had no other recourse, I finally filed a complaint with our credit card over the December bill as services were not as promised. When the Dispatch was notified of the dispute by my credit card, they opted to cancel my automatic payment following our 1/3/18 payment without notification. On 2/23 our papers stopped being delivered. I finally reached Roger on 2/25 who was unsure why our automatic payment was cancelled but showed we were paid through 2/8 from the January payment. He stated there was a past due amount of $44.80 which was for the disputed December bill, plus the papers delivered from 2/8-22. I explained the issues with the December deliveries and we came to the agreement that I owed the 14 days in February, plus I would have to pay the next month ($23.99) for service to resume. I paid $35.19 that day for my paper to resume on 2/26. On 2/28 I was charged for another month’s service, and again on 3/14. Apparently the Dispatch applied the dispute from my credit card to January, also news to me despite all of the previous conversations with the Dispatch. I was informed I am still liable for the disputed amount despite the fact the papers were not delivered. I have now been charged 4 times by the Dispatch over a 6 week period for monthly deliveries (I was just charged today for April). According to my most recent conversation with a manager, with today’s charge, we were paid through 5/12, he extended that to 5/21 out of pity. Desired Outcome/SettlementDesired Settlement: Billing AdjustmentI pay $23.99 for 30 days of service. I am not going to pay for December since nearly half of the month I did not get a paper, plus this has happened 4 times in the past. This matter has already been settled with our credit card company. I paid for the 14 days I owed from February, plus the next month on 2/26/18, which would result in our account being paid through 3/27. The 2/28 payment extends that through 4/26, 3/14 payment through 5/26. Finally, the payment I was just charged today would extend that through 6/25. The Dispatch needs to correct their charges to my account to reflect these overcharges and not charge my account a monthly fee until 6/25.
Initial Business Response /* (1000, 7, 2016/09/06) */
Contact Name and Title: Ben V[redacted], Service Manage
Contact Phone: [redacted]
Contact Email: [redacted]@billblackauto.com
The customer came in with a no start concern and a power steering leak. The vehicle appeared to have been sitting for quite...
a while. The technician found the interior lights had been left on and had drained the battery. We charged the battery and tested the charging system, everything tested ok. Our technicians then inspected the power steering system and found the rack & pinion leaking, as well as the power steering pressure hose and power steering pump reservoir inlet hose. The pump was noisy due to the pump being run low on power steering fluid.
The customer did have an aftermarket extended service contract, the contract did not cover the hoses so we assisted in the cost by reducing our labor rate; we replaced the hoses and installed them for free. The warranty company would only pay for an aftermarket power steering pump; they refused to put a GM pump on the car.
The vehicle was ready for pickup and we finally were able to get the vehicle to act up concerning the no start concern. We replaced the starter. No charge to the customer.
The vehicle returned and the power steering pump was leaking at the front seal, the customers Warranty Company would not pay to have it replaced again. We took care of the customer and absorbed cost. The technician washed the vehicle's engine bay thoroughly and road tested the vehicle 15 miles. He returned and inspected the underbody and there were no signs of leaks.
The customer returned with another power steering hose leaking. This time the power steering cooler line is leaking due to a small pin hole that had developed in the metal line due to rust.
We are very sorry the customer has had multiple problems with the vehicle and would like to go ahead and replace the other power steering cooler line that has the pin hole in it.
This decision has been made with the customer's satisfaction in mind, even though it was not part of the repair or the initial parts replaced. We have made multiple attempts to contact the customer and hope that we can find a mutual resolution to the issue.
9-18-
Dear Ms [redacted],
Please
accept this as confirmation that we are in receipt of
your complaint to the Revdex.com regarding delivery issuesThis
will also be verification that we spoke on the telephone regarding this matter,
which is detailed below
In your complaint you originally had requested that we
cancel your subscription and reimburse the money paid for your recent Sunday
and Wednesday paper When reviewing your account, it was noted that you
have spoken with the call center and agreed to a lower rate of Wednesday and
Sunday delivery and to continue your subscription In addition, it was
agreed that the District Manager will be monitoring your service to ensure that
the paper is delivered as scheduled and in a timely manner
We sincerely apologize for the frustration you experienced
with your delivery, and apologize for the inconvenienceOur subscribers
deserve better service than we gave, and we appreciate your giving us the
opportunity to prove to you that we are better than we have shown
Please feel free to contact me at any time should you need
additional service, or have any concernsYou may reach me at my email address,
or my direct line@ xxxxxxxxxx
Thank you.
7-10-
Dear Mr[redacted]
Please accept this as
confirmation that we are in receipt of
your complaint to the Revdex.com regarding your service issuesWe
sincerely apologize for the delay in resolving this problem, as well as the
frustration this has caused youIt is our goal to provide our customers with
prompt and efficient service, which we failed to doThe experience that you
had is certainly not the way we intend to treat our subscribers
When reviewing your account, it was noted that the original
complaint had been entered incorrectlyThis set off a series of errors, which
assisted in causing the delayTo ensure that you do not have to endure any
additional dissatisfaction we contacted the Assistant Distribution Manager of
your area, and alerted him of the problemsIt is our understanding from him,
that he spoke with you and has made arrangements to come to your home tomorrow
and assess what needs to be done We are confident that this matter can
be solved quickly for you
We appreciate your alerting us to this matterIt is this
type of situation that gives us the opportunity to improve our services, and
provide our subscribers the excellent service they deserve
Should you need further assistance, or have any additional
concerns, please feel free to contact me directly at [redacted]
Thank you
Please accept this as confirmation that we are in receipt
of your email sent to the Revdex.com regarding your
Billing/Collection issuesWe appreciate your contacting us, and would like to
apologize for any frustration or misunderstanding that has occurred
In
reviewing your account, you were a Sunday Only
subscriber in January at rate of $per month (3-month rate of 29.87)
On 4-13-14, your rate increased to $per monthWith regard to the price
change on your subscription, our system is such that rate increases are
generated automatically, much like the cable companies, phone, and internet
This price was reflected on your invoice, which resulted in your paying the 3-
month rate of $
We can certainly understand, however, that having been at
the rate of $for so long it was easy to overlook the increaseTo show our
continued commitment to working with our subscribers, at your request we have
credited your account for $and requested that this amount be refunded to
youWe are in the process of a vendor conversion so please allow up to 3-
weeks for your refund check to arriveIn addition, we have placed a price
change and frequency of delivery change on your accountThis will provide
delivery of both the Saturday and Sunday paper, for the rate of per month
This rate is guaranteed for six months, as it is a promotional rateIt is
possible that the rate will increase after that time
We hope that you are agreeable to thisWe appreciate the
opportunity to address your concerns, and should you have any further
questions, please feel free to contact me directly at either my email below, or
my direct number xxxxxxxxx
Thank you
Response to Revdex.com complaintCase No.: [redacted] - [redacted]I have been informed by our customer service representative that they spoke with Mrs. [redacted] on March 24th and informed her that their order had been shipped on March 21, 2016 and also a refund in the amount of $30.50 was being processed...
to refund the [redacted]'s Paypal account. Our representative attempted to contact the [redacted]'s again on March 28th to confirm they had received their portrait order, but the [redacted]'s were not available. Our customer service representative will attempt to contact the [redacted]'s again later this week to confirm receipt of their order.
Dear Mrs. [redacted],
Please accept this as
confirmation that we are in receipt of your complaint to the Revdex.com
regarding our vacation policy credit. We sincerely apologize for any frustration or
misunderstanding that this has caused.
The policy of the
Columbus...
Dispatch is that we no longer provide credit for vacations less than
30 days. We do offer the option of having your papers held while you are away
and delivered upon your return. The reason for the continued charge is
that your subscription includes unlimited digital access that you can access
from a computer, tablet or mobile device so you can stay up to date on your
entire hometown, national and international news.
That being said, we do
understand that not all subscribers utilize this feature, and we will be happy
to credit your account for the time period you were away. Using the dates you
provided, February 3, 2016 through February 27, 2016, we have applied $18.97 to
your account. This brings your new “paid through” date to 06-11-16.
We hope this is
satisfactory to you and shows our continued commitment to customer
satisfaction. We appreciate your alerting us to your concern, and giving us the
opportunity to resolve it.
Thank you.
We contacted Mrs. [redacted] to discuss this situation. We apologized both for not having the image and difficulty they have had in getting a refund. We have contacted our finance department and confirmed that a refund check has been created and sent to Mrs. [redacted] on 11/29/17.
October 12, 2017 [redacted] Dear Mr. [redacted], In response to your complaint with the Revdex.com in regards to the unsolicited delivery of the This Week paper, I do apologize for this continued issue. We do provide any...
DND requests to the Independent Contractor on route. This is updated and provided to the Contractor each week. I have asked the manager to contact the Independent Contractor who delivers your route to ensure they understand this request and it is followed. The District Manager will stop by your address each week for the next few weeks to ensure that the request has been followed. If a This Week paper is still found, they will pick it up and take additional corrective action with the Independent Contractor. The Manager will also reach out to you to ensure you have his information and to answer any questions. Again, I do apologize. Best Regards,Andrea L[redacted]Alternate Product Customer Service SupervisorThe Bag
RE: [redacted]
[redacted] [redacted] Complaint # [redacted]Please accept this as confirmation that we are in receipt of the additional comments from Mr. [redacted]. Mr. [redacted] is upset because he again received “the Bag” after requesting that it stop being delivered. We had previously responded to his complaint stating that the issue was being resolved, and we apologize that he again received it.We have reached out to the department that handles “the Bag” and they have again responded. The response is below:“We followed up with DM who checked with her carrier. The carrier insists they are NOT delivering to this address.This weekend, the DM has told the carrier to contact her as soon as they are finished with their route. She is sending someone over to check the address to make sure there is no Bag. We are also requesting the carrier take a picture of the address to prove on their end they did not leave any product. The DM will also look to see if it's possible that another carrier is crossing over and delivering the specific area inadvertently.”We are hopeful that these actions will remedy the situation, and are extremely sorry for any frustration this is causing Mr. [redacted]. The situation will continue to be monitored and if there are further problems we ask the Mr. [redacted] inform us so we can quickly resolve them.Thank you.