I have been informed by our manager that Ms. [redacted]'s order has been fulfilled and is being sent to her via overnight delivery - Ms. [redacted] should have the order today.
Initial Business Response /* (1000, 5, 2015/11/06) */
I have been informed by one of our customer service representatives that they have connected with Ms. [redacted] via email and have advised Ms. [redacted] that an order with the correct background has been placed and she can expect to receive the order...
in approximately 3-4 weeks. Also, a full refund is being processed,which Ms. [redacted] should receive in approximately 10-14 days. Our customer service representative is going to check back with Ms. [redacted] in two weeks to confirm receipt of the refund and again in aproximately three weeks to confirm receipt of the order.
Initial Business Response /* (1000, 5, 2015/11/11) */
I have been informed by our customer service representative that Ms. [redacted] was contacted and customer service obtained the information they needed in order to provide Ms. [redacted] a refund. A refund should be posted to Ms. [redacted] account in...
approximatley 3 to 5 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company refunded my money. They offered to redo the photos, but I did not accept that offer. I offered to return the photos, but they did not accept that offer. I am happy with the refund, as I can use that money on a different photographer.
April 19, 2018 RE: [redacted] [redacted]. [redacted] Complaint: #[redacted] Please accept this as confirmation that we have received the rejection of the resolution to [redacted]’s complaint. We are sorry that he believes his issues were not addressed, and we will be happy to explain more thoroughly. Mr. [redacted] has recapped his complaint and begins by detailing his issues with his vacation hold. Mr. [redacted] was given credit for the vacation pack that was not delivered for the period covering 12-9-17 to 12-17-17. This is the “partial credit” that Victor (an agent) explained to Mr. [redacted]. Regarding all of the aggravation he experienced when trying to understand the billing issues, we apologized and stated that these will be used as a training tool with the agents to improve communication moving forward. Regarding the credit card that was canceled on his account, when Mr. [redacted] disputed his charge the credit card was canceled for his protection so that no further charges to his card would occur. This resulted in a paper invoice being generated and mailed to Mr. [redacted] via USPS. That was mailed 1-24-18 and advised him of payment due including the past due amount. When the bill was not paid, it resulted in his account being stopped for nonpayment. Mr. [redacted] detailed his charges and paid to dates and his frustration with what he believed to be “convoluted math, fees, and ‘special edition fees’ to overcharge him for his monthly service. This is not the case. As stated in the previous reply the fees for the Premium Editions will accelerate the expiration date of the term. This is true of all debits and credits applied, which can cause a subscription paid to date to be shortened or lengthened. As all payments are taken up to 7 days prior to the expiration date this may result in payments being close together at times. This happened in Mr. [redacted]’s case as there were premium edition charges, the disputed charge, and the stop for nonpayment. As an example, his payment of $23.99 on 1-2-18 paid the account to 2-3-18. When the charge was disputed it brought the paid to date back to 1-3-18. Therefore, payments were taken to bring his account up to date. In both Mr. [redacted]’s original complaint and his rejection of the resolution, he had stated the following as his “Desired Settlement”: ‘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.’ These were not overcharges, but we have honored his request and brought his paid to date to 6-30-18 by crediting his account for the premium fees he had been charged which had caused his subscription length to shorten. Again, the full details of these premiums are on subscriber invoices, our website dispatch.com/termsofsale, and in Readers Services on PageA4 of the Columbus Dispatch. We hope this has addressed in more detail the questions that Mr. [redacted] had. As stated in the previous response we believe this is fair and in agreement to what he requested in his desired settlement and that the adjustments were made on his account accordingly. Thank you.
I have been informed by our customer service representative that the class photo is being shipped directly to Mr. [redacted]'s home address. He should expect to receive the photo in approximately 10-14 days.
Initial Business Response /* (1000, 7, 2016/02/08) */
I have been informed by our customer service representative that on February 2nd, they left a voicemail message for Ms. [redacted] with their contact information. On that same day, the representative also sent Ms. [redacted] an email apologizing...
that Ms. [redacted] had not received her daughter's portraits and informed Ms. [redacted] that a full refund was being processed. On February 3rd the customer service representative left another voicemail message informing Ms. [redacted] that they found out the order had been expedited and was to have been delivered on January 27th. On February 5th the customer service representative received cofirmation from Ms. [redacted] that her order had been received. Our customer service representative is going to check back with Ms. [redacted] in a day or two to confirm receipt of the refund.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my portraits, but not on the 27th. I appreciate the refund, although it was not requested. It is very disappointing to me it took a complaint to the Revdex.com for Lifetouch to make it right. Thank you Revdex.com for being an advocate of the consumer.
I have been informed by our customer service representative that they received an email from Ms. [redacted] that had the information they needed to locate the order. They did find that the order was entered into the system on 10-7-16. Customer service has contacted our lab and they...
are having the order expedited to Ms. [redacted]. The customer service representative left a message for Ms. [redacted] to advise her of this and also sent her an email giving her the information. The customer service representative will follow up with Ms. [redacted] in a few days to confirm receipt of the order.
Our customer service representative contacted Ms. [redacted] to inform her that the glare on her daughter's cheek was not something we could correct - and she would have to have retakes done. The customer service rep informed Ms. [redacted] that they would process a refund for both of her...
children's orders ($80 to her credit card) for the inconvenience she experienced. The customer service rep also told Ms. [redacted] that to ensure there was not an issue at retake day, they would have Ms. [redacted] initial picture package sent to her home so that it could be returned on retake day.
Initial Business Response /* (1000, 8, 2015/06/02) */
[redacted]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 response. We apologize for the frustrations...
you experienced when you received your daughters portrait package.
As you may know, Lifetouch has been a provider of school portraits for more than 78 years. We are an employeeowned company and our goal is to create lifelong memories for families while providing schools with essential photographic and other valueadded services. Lifetouch is invited by the school to take portraits of students for the benefit of both the school and the parents. A portion of portrait sales is used by schools to supplement their budget and fund special activities and projects that might not otherwise be possible. The spring program allows for variety in design and products that are not possible in the fall. Parents are able to see and touch the different products we offer.
The spring portrait program also provides families an opportunity to record the growth and maturing of their children in the second half of the school year. Significant physical changes often take place with young children from the beginning to the end of the school year. Many families appreciate the opportunity for a current portrait of their child. There is no obligation to purchase; some or all of the portraits may be purchased or the portraits can simply be returned. When portraits are returned to Lifetouch, we securely dispose of them. A national contract enables Lifetouch to recycle our products.
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 education. We value the support of parents and hope that we can serve you in the future.
I have been informed by our customer service representative that they have removed Mr. [redacted] from all email distribution lists. Our customer service representative attempted to contact Mr. [redacted], but was unsuccessful. A voice mail message was left with Mr. [redacted] with our...
customer service representatives contact information.
Dear Mr. [redacted], In response to your complaint with the Revdex.com in regards to the thrown Bags in your neighborhood, I do apologize for this continued issue. Our Independent Contractors are instructed to hang the Bags on the mailboxes. I have asked the Manager to...
contact the Independent Contractor who delivers your route to ensure they understand the proper delivery method for our product. The District Manager will verify the Bag is being hung in your area for the next few weeks. The Manager will also reach out to you to ensure you have her information and to answer any questions. Again, I do apologize. Best Regards, \Andrea L[redacted] Alternate Products Customer Service Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have made contact with the Church division. I am not waiting to receive my new disc with all images. Thank you.
Revdex.com:
I have received an image, although not high res and a copyright release. I wish to never do business again with Lifetouch Photography, and do not wish to waste any more of my time dealing with them. They appreciate my money, but not honesty nor my time. Their customer service is only rivaled by health insurance companies for their lack of honesty and concern for customers.
We contacted Mrs. [redacted] and discovered that their school had not received a check for their final yearbook invoice. We consulted with our finance department to get a check for $289.27 issued to the school. We apologized to Mrs. [redacted] for all of the delay and inconvenience this situation has...
caused. We let them know that they should be receiving the check in the next 7-10 business days at the latest.
I have been informed by our customer service representative that he has been in contact with Ms. [redacted] to obtain additional information regarding her complaint. A request to have Ms. [redacted]' daughter's sports team image corrected has been submitted along with a request to rush...
the order through production and have it sent directly to Ms. [redacted] by May 30, 2016. We have also issued a refund in the amount of $93 back to Ms. [redacted]' credit card for the inconvenience. Our customer service representative will contact Ms. [redacted] on May 30th to confirm receipt of the image and also that Ms. [redacted] is satisfied.
August 16, 2017 RE: [redacted] [redacted] [redacted]...
[redacted] Complaint # [redacted] Filed 7-26-17Please accept this as confirmation that the Columbus Dispatch has recently received this complaint from Mr. [redacted]. 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 expected. We are reviewing each one that was not responded to, and seeking to make certain they have been or are resolved.Mr. [redacted]’s complaint concerned billing and collection issues. He had ordered a 13 week subscription for Thursday, Saturday, and Sunday home delivery at the rate of $20.00. When he signed up for this, he was already a current subscriber which made him ineligible for the offer. However, that was not explained to him by the solicitor as it should have been. This resulted in his account never being set up at the lower rate, causing his account to be charged more money than was expected. Mr. [redacted] called in to customer service to discuss the problem, but nothing was ever corrected on his account. Mr. [redacted] had every reason to believe that he would receive the promotional rate offered; and, it should have been honored when he called in to complain. Mr. [redacted] did cancel his subscription on 7-20-17 due to Editorial Content. Today I left a message on Mr. [redacted]’s machine and apologized for the situation that occurred. I explained that we would like to offer him the same package, at no charge, for 13 weeks. As he had recently stopped due to the content, I wanted to be certain this is something he would be interested in. I left may direct phone number to contact me and discuss, with the hours that I would be available. At this time, we will wait for him to contact us and let us know what he would prefer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. But I find it very odd that my 3rd and 4 clutches burned again, and my transmission guy couldn't find the boost spring for the clutches. Somehow went missing and I had to have a new boost spring anyway. They said my pump failed causing a pressure drop. But how is it that my transmission guy tested he part and the pump was good.
I have been informed by our manager that Ms. [redacted]'s order has been fulfilled and is being sent to her via overnight delivery - Ms. [redacted] should have the order today.
Initial Business Response /* (1000, 5, 2015/11/06) */
I have been informed by one of our customer service representatives that they have connected with Ms. [redacted] via email and have advised Ms. [redacted] that an order with the correct background has been placed and she can expect to receive the order...
in approximately 3-4 weeks. Also, a full refund is being processed,which Ms. [redacted] should receive in approximately 10-14 days. Our customer service representative is going to check back with Ms. [redacted] in two weeks to confirm receipt of the refund and again in aproximately three weeks to confirm receipt of the order.
Initial Business Response /* (1000, 5, 2015/11/11) */
I have been informed by our customer service representative that Ms. [redacted] was contacted and customer service obtained the information they needed in order to provide Ms. [redacted] a refund. A refund should be posted to Ms. [redacted] account in...
approximatley 3 to 5 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company refunded my money. They offered to redo the photos, but I did not accept that offer. I offered to return the photos, but they did not accept that offer. I am happy with the refund, as I can use that money on a different photographer.
April 19, 2018 RE: [redacted] [redacted]. [redacted] Complaint: #[redacted] Please accept this as confirmation that we have received the rejection of the resolution to [redacted]’s complaint. We are sorry that he believes his issues were not addressed, and we will be happy to explain more thoroughly. Mr. [redacted] has recapped his complaint and begins by detailing his issues with his vacation hold. Mr. [redacted] was given credit for the vacation pack that was not delivered for the period covering 12-9-17 to 12-17-17. This is the “partial credit” that Victor (an agent) explained to Mr. [redacted]. Regarding all of the aggravation he experienced when trying to understand the billing issues, we apologized and stated that these will be used as a training tool with the agents to improve communication moving forward. Regarding the credit card that was canceled on his account, when Mr. [redacted] disputed his charge the credit card was canceled for his protection so that no further charges to his card would occur. This resulted in a paper invoice being generated and mailed to Mr. [redacted] via USPS. That was mailed 1-24-18 and advised him of payment due including the past due amount. When the bill was not paid, it resulted in his account being stopped for nonpayment. Mr. [redacted] detailed his charges and paid to dates and his frustration with what he believed to be “convoluted math, fees, and ‘special edition fees’ to overcharge him for his monthly service. This is not the case. As stated in the previous reply the fees for the Premium Editions will accelerate the expiration date of the term. This is true of all debits and credits applied, which can cause a subscription paid to date to be shortened or lengthened. As all payments are taken up to 7 days prior to the expiration date this may result in payments being close together at times. This happened in Mr. [redacted]’s case as there were premium edition charges, the disputed charge, and the stop for nonpayment. As an example, his payment of $23.99 on 1-2-18 paid the account to 2-3-18. When the charge was disputed it brought the paid to date back to 1-3-18. Therefore, payments were taken to bring his account up to date. In both Mr. [redacted]’s original complaint and his rejection of the resolution, he had stated the following as his “Desired Settlement”: ‘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.’ These were not overcharges, but we have honored his request and brought his paid to date to 6-30-18 by crediting his account for the premium fees he had been charged which had caused his subscription length to shorten. Again, the full details of these premiums are on subscriber invoices, our website dispatch.com/termsofsale, and in Readers Services on PageA4 of the Columbus Dispatch. We hope this has addressed in more detail the questions that Mr. [redacted] had. As stated in the previous response we believe this is fair and in agreement to what he requested in his desired settlement and that the adjustments were made on his account accordingly. Thank you.
Our Fed-Ex receipt shows the delivery occurred on Wednesday, June 1st at 2:38 pm.
I have been informed by our customer service representative that the class photo is being shipped directly to Mr. [redacted]'s home address. He should expect to receive the photo in approximately 10-14 days.
Initial Business Response /* (1000, 7, 2016/02/08) */
I have been informed by our customer service representative that on February 2nd, they left a voicemail message for Ms. [redacted] with their contact information. On that same day, the representative also sent Ms. [redacted] an email apologizing...
that Ms. [redacted] had not received her daughter's portraits and informed Ms. [redacted] that a full refund was being processed. On February 3rd the customer service representative left another voicemail message informing Ms. [redacted] that they found out the order had been expedited and was to have been delivered on January 27th. On February 5th the customer service representative received cofirmation from Ms. [redacted] that her order had been received. Our customer service representative is going to check back with Ms. [redacted] in a day or two to confirm receipt of the refund.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my portraits, but not on the 27th. I appreciate the refund, although it was not requested. It is very disappointing to me it took a complaint to the Revdex.com for Lifetouch to make it right. Thank you Revdex.com for being an advocate of the consumer.
I have been informed by our customer service representative that they received an email from Ms. [redacted] that had the information they needed to locate the order. They did find that the order was entered into the system on 10-7-16. Customer service has contacted our lab and they...
are having the order expedited to Ms. [redacted]. The customer service representative left a message for Ms. [redacted] to advise her of this and also sent her an email giving her the information. The customer service representative will follow up with Ms. [redacted] in a few days to confirm receipt of the order.
Our customer service representative contacted Ms. [redacted] to inform her that the glare on her daughter's cheek was not something we could correct - and she would have to have retakes done. The customer service rep informed Ms. [redacted] that they would process a refund for both of her...
children's orders ($80 to her credit card) for the inconvenience she experienced. The customer service rep also told Ms. [redacted] that to ensure there was not an issue at retake day, they would have Ms. [redacted] initial picture package sent to her home so that it could be returned on retake day.
Initial Business Response /* (1000, 8, 2015/06/02) */
[redacted]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 response. We apologize for the frustrations...
you experienced when you received your daughters portrait package.
As you may know, Lifetouch has been a provider of school portraits for more than 78 years. We are an employeeowned company and our goal is to create lifelong memories for families while providing schools with essential photographic and other valueadded services. Lifetouch is invited by the school to take portraits of students for the benefit of both the school and the parents. A portion of portrait sales is used by schools to supplement their budget and fund special activities and projects that might not otherwise be possible. The spring program allows for variety in design and products that are not possible in the fall. Parents are able to see and touch the different products we offer.
The spring portrait program also provides families an opportunity to record the growth and maturing of their children in the second half of the school year. Significant physical changes often take place with young children from the beginning to the end of the school year. Many families appreciate the opportunity for a current portrait of their child. There is no obligation to purchase; some or all of the portraits may be purchased or the portraits can simply be returned. When portraits are returned to Lifetouch, we securely dispose of them. A national contract enables Lifetouch to recycle our products.
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 education. We value the support of parents and hope that we can serve you in the future.
I have been informed by our customer service representative that they have removed Mr. [redacted] from all email distribution lists. Our customer service representative attempted to contact Mr. [redacted], but was unsuccessful. A voice mail message was left with Mr. [redacted] with our...
customer service representatives contact information.
Dear Mr. [redacted], In response to your complaint with the Revdex.com in regards to the thrown Bags in your neighborhood, I do apologize for this continued issue. Our Independent Contractors are instructed to hang the Bags on the mailboxes. I have asked the Manager to...
contact the Independent Contractor who delivers your route to ensure they understand the proper delivery method for our product. The District Manager will verify the Bag is being hung in your area for the next few weeks. The Manager will also reach out to you to ensure you have her information and to answer any questions. Again, I do apologize. Best Regards, \Andrea L[redacted] Alternate Products Customer Service Supervisor
Revdex.com:
The issue has been resolved in a timely manner. I have received my check as well. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have made contact with the Church division. I am not waiting to receive my new disc with all images. Thank you.
Revdex.com:
I have received an image, although not high res and a copyright release. I wish to never do business again with Lifetouch Photography, and do not wish to waste any more of my time dealing with them. They appreciate my money, but not honesty nor my time. Their customer service is only rivaled by health insurance companies for their lack of honesty and concern for customers.
We have contacted Mrs. [redacted] and we are setting it up so that they will receive their order today.
We contacted Mrs. [redacted] and discovered that their school had not received a check for their final yearbook invoice. We consulted with our finance department to get a check for $289.27 issued to the school. We apologized to Mrs. [redacted] for all of the delay and inconvenience this situation has...
caused. We let them know that they should be receiving the check in the next 7-10 business days at the latest.
I have been informed by our customer service representative that he has been in contact with Ms. [redacted] to obtain additional information regarding her complaint. A request to have Ms. [redacted]' daughter's sports team image corrected has been submitted along with a request to rush...
the order through production and have it sent directly to Ms. [redacted] by May 30, 2016. We have also issued a refund in the amount of $93 back to Ms. [redacted]' credit card for the inconvenience. Our customer service representative will contact Ms. [redacted] on May 30th to confirm receipt of the image and also that Ms. [redacted] is satisfied.
August 16, 2017 RE: [redacted] [redacted] [redacted]...
[redacted] Complaint # [redacted] Filed 7-26-17Please accept this as confirmation that the Columbus Dispatch has recently received this complaint from Mr. [redacted]. 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 expected. We are reviewing each one that was not responded to, and seeking to make certain they have been or are resolved.Mr. [redacted]’s complaint concerned billing and collection issues. He had ordered a 13 week subscription for Thursday, Saturday, and Sunday home delivery at the rate of $20.00. When he signed up for this, he was already a current subscriber which made him ineligible for the offer. However, that was not explained to him by the solicitor as it should have been. This resulted in his account never being set up at the lower rate, causing his account to be charged more money than was expected. Mr. [redacted] called in to customer service to discuss the problem, but nothing was ever corrected on his account. Mr. [redacted] had every reason to believe that he would receive the promotional rate offered; and, it should have been honored when he called in to complain. Mr. [redacted] did cancel his subscription on 7-20-17 due to Editorial Content. Today I left a message on Mr. [redacted]’s machine and apologized for the situation that occurred. I explained that we would like to offer him the same package, at no charge, for 13 weeks. As he had recently stopped due to the content, I wanted to be certain this is something he would be interested in. I left may direct phone number to contact me and discuss, with the hours that I would be available. At this time, we will wait for him to contact us and let us know what he would prefer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. But I find it very odd that my 3rd and 4 clutches burned again, and my transmission guy couldn't find the boost spring for the clutches. Somehow went missing and I had to have a new boost spring anyway. They said my pump failed causing a pressure drop. But how is it that my transmission guy tested he part and the pump was good.