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.
Sincerely,
[redacted]
Thank you, Mr. H[redacted] for giving us the opportunity to resolve this issue with you. I am glad that we were able to talk through the concerns and that we were able to reach a reasonable and mutually agreeable resolution to both parties. Kind Regards, Betty
On 1/8/18, a sales representative of The Facts Media had contacted owner Patrick [redacted] of Kutting Edge Computers & Network Solutions, regarding the Movie Facts brochure, available for moviegoers to pick up at the City Base Cinema. The sales rep explained the advertising program, which...
would begin in February 2018 for 3 months and went over pricing and ad copy. The Facts Media verifies all sales before proceeding with processing and print of an ad by having a verification representative call to go over all terms of the agreement and to make sure the ad copy is correct. This verbal agreement is recorded with the customer’s permission. The ad space is reserved and the ad is processed for print only if the customer agrees to the terms, including but not limited to payment, minimum duration of the ad, ad copy content and location. Per this policy, Naomi from our verification department contacted Mr. [redacted] on 1/8/18, said she was calling “to verify the ad you placed in our Movie Facts guide,” then asked for permission to record the call and proceeded to go over all terms of the agreement, including payment amounts, due dates, cancellation deadlines, copy, etc. Mr. [redacted] agreed to all terms. Based on his consent, The Facts Media reserved the ad space, proceeded to layout his print ad and printed his agreed upon ad in the reserved space in the brochure for the months of February, March and April. An online ad was also processed and appeared on TheFactsCoupons.com as part of the same agreement. Each month, a copy of the ad and invoice was emailed to the customer at the address he provided. During the first month the ad was in print (February), as a customer service gesture, our customer service department attempted to contact Mr. [redacted] multiple times by phone and by mail, to confirm he received a copy of the ad, remind him that copy changes were complimentary and that the deadline for changes is the 5th of the month to appear in the following month. The Facts Media did not receive a response from Mr. [redacted] to any of the messages or the letter in February. Our customer service representative attempted to contact the customer again in the second month in print (March), regarding a past due balance. Mr. [redacted] did not respond until the end of March, when he left a message, followed by an email requesting a copy of the contract. This was the first time we received an indication that there was a dispute with the ad. A customer service representative reached out to Mr. [redacted] on 4/2 and offered to play the verbal agreement when he requested a copy of the contract. Mr. [redacted] declined to listen to it and referred our representative to his attorney. We have attempted to reach the attorney but have not heard back. The Facts Media wishes to come to a reasonable and acceptable resolution to this issue with Mr. [redacted]. Our Customer Service Manager, Betty, will be reaching out to him later today, 4/5. We encourage Mr. [redacted] to speak with her so a resolution may be discussed.
The Facts Media desires to provide excellent service and resolve customer concerns. On 2/16 our Customer Service Manager, Betty, was able to reach the customer regarding his complaint and came to what we believe was a reasonable and acceptable resolution. We ask that if the customer encounters...
any other problems or concerns, that he contact Betty directly at ###-###-####.
We apologize that this complaint was not reviewed and responded to sooner, due to an old email address that is no longer being maintained. To avoid future delays, we have recently updated our contact email for Revdex.com complaints with [redacted] at the Revdex.com on 1/14/16. Here is the response from The...
Facts Media concerning the referenced complaint: RE: Case #[redacted] and [redacted], LLC Movie Facts has recently received a copy of the above referenced complaint and would like to respond at this time. Movie Facts is an advertising company which publishes a monthly brochure distributed at the box office, concession area and/or lobby of theatres nationwide. Since all of our sales are done via a professional telemarketing staff, we have a non-commissioned representative contact each customer after the sale to confirm the terms and conditions of our advertising agreements. We do not have signed contracts, so in order to maintain quality control over the verification, with the customer’s permission, we audio record this call for future reference as necessary. This verification call includes a description of Movie Facts as a tri-fold brochure distributed through a stand at the theatre, ad copy, cost, ad start month, minimum run for the ad and cancellation policy. The customer is also asked if there is anything that the sales rep mentioned that they have not covered. They are also given their Cancel By date, a Toll Free phone number and the name of a Customer Service rep who can help them should they have questions later on. . Ms. [redacted]’s complaint states the brochures are “not in an accessible area.” When Ms. [redacted] first raised this issue in the third month of print, on September 21st, our customer service representative explained that a recent survey of the theatre done in August indicated the brochures were available in 2 different places, both at the guest services table and on the concession counter, which is a heavy traffic area. Ms. [redacted]’s complaint also states that she was “given the impression I was also going to be one of the advertisers on screen prior to the movie showing.” This complaint was first raised by the customer at the end for her fourth month of advertising, on 10/30/15. At that time, the supervisor offered to play taped verification for the customer, but Ms. [redacted] declined, asking to have the recording forwarded to her instead. Since there is an administrative cost involved to forward the recording, the supervisor suggested a second time that she listen over the phone to the verification at no cost, as that may clear up any confusion. Ms. [redacted] said she would not be able to listen to it and requested we send an invoice for the tape fee. The requested invoice for the tape was mailed on 11/2/15, along with a copy of her outstanding invoices. Ms.[redacted] did not respond to or pay the invoice, nor did she call to listen to the tape at a more convenient time. During the Verification call for her ad, [redacted] (aka Betsy) was clearly told that her “black and white, business card sized ad, is not onscreen but will appear in a tri-fold publication that’s available for moviegoers to pickup from a display stand, free of charge in the lobby of the [redacted] Cinema.” There was no misrepresentation, it was clearly stated she would not be on screen, and clearly stated that guides would be in a stand in the lobby, which is what was provided (This tape is available for review by both Ms. [redacted] and the Revdex.com.) Regarding her complaint about exclusive presence, we do offer our customers exclusivity within the brochure for their specific type of business. Ms. [redacted] was told she would be the only [redacted] studio for as long as her ad is in the guide. During the 4 month commitment during which her ad appeared (July through October 2015), [redacted] and [redacted] was the only [redacted] studio in the brochure. Our customer service representatives have made additional attempts to contact Ms. [redacted] to make payment arrangements and play the tape for her, as recently as this week. We are eager to resolve the situation with this customer. We ask the assistance of the Revdex.com to help us get in touch with her and reach an equitable resolution. Sincerely, [redacted] The Facts Media
Complaint: [redacted]
I am rejecting this response because:
I accept that Kathy did all that she can do, however my desired outcome/settlement were not satisfied as follows: I want FactsMedia to not engage in these verbal agreements with consumers but instead have them send written contracts which are consented only if signed and sent with payment. Another possible solution to prevent confusion or a misunderstanding is to give the consumer the option of having either a verbal contract or a written contract. If However if TheFactsMedia decides to engage in these verbal agreements, it should be a requirement for the salesperson to inform the consumer verbatiimly that "these verbal agreements are legally binding and are honored just the same as a signed contract."
Sincerely,
Dino S[redacted]
We have read Dino's rejection. We feel that his desired outcome is outside the scope of the Revdex.com. Verbal agreements are a common business model. Our company is upfront about recording the call, with the customer's permission. During the call we go over all terms of the sale and do not proceed with placement of the ad unless the customer agrees to the terms, including payment. Our strict-script verification process serves to confirm that a business owner fully understands the terms of advertising before our company proceeds with ad layout and publication of the ad, which subjects our company to considerable overhead costs associated with providing the service. Most customers enjoy the verbal agreement process as a quicker and easier way to place their ad during their busy work day. However, any time a business owner requests a written agreement or a written copy of terms in addition to the verbal agreement, we readily comply with their request. When two parties enter into an agreement, and the service is provided as agreed to, there is a reasonable expectation that the agreed upon payment will be made, with or without the word "contract" being used. Ordering food at a restaurant and paying at the end of the meal is very common. There is a reasonable expectation that you will pay for what you ordered once it is provided, even without the word "contract" being used by the waitstaff taking your order. In this case, Dino ordered advertising for his barber shop, which The Facts Media provided. Calling it a "contract" or "agreement" doesn't change that service was provided as agreed and that payment would be expected as agreed.
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.
Sincerely,
[redacted]
Thank you, Mr. H[redacted] for giving us the opportunity to resolve this issue with you. I am glad that we were able to talk through the concerns and that we were able to reach a reasonable and mutually agreeable resolution to both parties. Kind Regards, Betty
On 1/8/18, a sales representative of The Facts Media had contacted owner Patrick [redacted] of Kutting Edge Computers & Network Solutions, regarding the Movie Facts brochure, available for moviegoers to pick up at the City Base Cinema. The sales rep explained the advertising program, which...
would begin in February 2018 for 3 months and went over pricing and ad copy. The Facts Media verifies all sales before proceeding with processing and print of an ad by having a verification representative call to go over all terms of the agreement and to make sure the ad copy is correct. This verbal agreement is recorded with the customer’s permission. The ad space is reserved and the ad is processed for print only if the customer agrees to the terms, including but not limited to payment, minimum duration of the ad, ad copy content and location. Per this policy, Naomi from our verification department contacted Mr. [redacted] on 1/8/18, said she was calling “to verify the ad you placed in our Movie Facts guide,” then asked for permission to record the call and proceeded to go over all terms of the agreement, including payment amounts, due dates, cancellation deadlines, copy, etc. Mr. [redacted] agreed to all terms. Based on his consent, The Facts Media reserved the ad space, proceeded to layout his print ad and printed his agreed upon ad in the reserved space in the brochure for the months of February, March and April. An online ad was also processed and appeared on TheFactsCoupons.com as part of the same agreement. Each month, a copy of the ad and invoice was emailed to the customer at the address he provided. During the first month the ad was in print (February), as a customer service gesture, our customer service department attempted to contact Mr. [redacted] multiple times by phone and by mail, to confirm he received a copy of the ad, remind him that copy changes were complimentary and that the deadline for changes is the 5th of the month to appear in the following month. The Facts Media did not receive a response from Mr. [redacted] to any of the messages or the letter in February. Our customer service representative attempted to contact the customer again in the second month in print (March), regarding a past due balance. Mr. [redacted] did not respond until the end of March, when he left a message, followed by an email requesting a copy of the contract. This was the first time we received an indication that there was a dispute with the ad. A customer service representative reached out to Mr. [redacted] on 4/2 and offered to play the verbal agreement when he requested a copy of the contract. Mr. [redacted] declined to listen to it and referred our representative to his attorney. We have attempted to reach the attorney but have not heard back. The Facts Media wishes to come to a reasonable and acceptable resolution to this issue with Mr. [redacted]. Our Customer Service Manager, Betty, will be reaching out to him later today, 4/5. We encourage Mr. [redacted] to speak with her so a resolution may be discussed.
The Facts Media desires to provide excellent service and resolve customer concerns. On 2/16 our Customer Service Manager, Betty, was able to reach the customer regarding his complaint and came to what we believe was a reasonable and acceptable resolution. We ask that if the customer encounters...
any other problems or concerns, that he contact Betty directly at ###-###-####.
We apologize that this complaint was not reviewed and responded to sooner, due to an old email address that is no longer being maintained. To avoid future delays, we have recently updated our contact email for Revdex.com complaints with [redacted] at the Revdex.com on 1/14/16. Here is the response from The...
Facts Media concerning the referenced complaint: RE: Case #[redacted] and [redacted], LLC Movie Facts has recently received a copy of the above referenced complaint and would like to respond at this time. Movie Facts is an advertising company which publishes a monthly brochure distributed at the box office, concession area and/or lobby of theatres nationwide. Since all of our sales are done via a professional telemarketing staff, we have a non-commissioned representative contact each customer after the sale to confirm the terms and conditions of our advertising agreements. We do not have signed contracts, so in order to maintain quality control over the verification, with the customer’s permission, we audio record this call for future reference as necessary. This verification call includes a description of Movie Facts as a tri-fold brochure distributed through a stand at the theatre, ad copy, cost, ad start month, minimum run for the ad and cancellation policy. The customer is also asked if there is anything that the sales rep mentioned that they have not covered. They are also given their Cancel By date, a Toll Free phone number and the name of a Customer Service rep who can help them should they have questions later on. . Ms. [redacted]’s complaint states the brochures are “not in an accessible area.” When Ms. [redacted] first raised this issue in the third month of print, on September 21st, our customer service representative explained that a recent survey of the theatre done in August indicated the brochures were available in 2 different places, both at the guest services table and on the concession counter, which is a heavy traffic area. Ms. [redacted]’s complaint also states that she was “given the impression I was also going to be one of the advertisers on screen prior to the movie showing.” This complaint was first raised by the customer at the end for her fourth month of advertising, on 10/30/15. At that time, the supervisor offered to play taped verification for the customer, but Ms. [redacted] declined, asking to have the recording forwarded to her instead. Since there is an administrative cost involved to forward the recording, the supervisor suggested a second time that she listen over the phone to the verification at no cost, as that may clear up any confusion. Ms. [redacted] said she would not be able to listen to it and requested we send an invoice for the tape fee. The requested invoice for the tape was mailed on 11/2/15, along with a copy of her outstanding invoices. Ms.[redacted] did not respond to or pay the invoice, nor did she call to listen to the tape at a more convenient time. During the Verification call for her ad, [redacted] (aka Betsy) was clearly told that her “black and white, business card sized ad, is not onscreen but will appear in a tri-fold publication that’s available for moviegoers to pickup from a display stand, free of charge in the lobby of the [redacted] Cinema.” There was no misrepresentation, it was clearly stated she would not be on screen, and clearly stated that guides would be in a stand in the lobby, which is what was provided (This tape is available for review by both Ms. [redacted] and the Revdex.com.) Regarding her complaint about exclusive presence, we do offer our customers exclusivity within the brochure for their specific type of business. Ms. [redacted] was told she would be the only [redacted] studio for as long as her ad is in the guide. During the 4 month commitment during which her ad appeared (July through October 2015), [redacted] and [redacted] was the only [redacted] studio in the brochure. Our customer service representatives have made additional attempts to contact Ms. [redacted] to make payment arrangements and play the tape for her, as recently as this week. We are eager to resolve the situation with this customer. We ask the assistance of the Revdex.com to help us get in touch with her and reach an equitable resolution. Sincerely, [redacted] The Facts Media
Complaint: [redacted]
I am rejecting this response because:
I accept that Kathy did all that she can do, however my desired outcome/settlement were not satisfied as follows: I want FactsMedia to not engage in these verbal agreements with consumers but instead have them send written contracts which are consented only if signed and sent with payment. Another possible solution to prevent confusion or a misunderstanding is to give the consumer the option of having either a verbal contract or a written contract. If However if TheFactsMedia decides to engage in these verbal agreements, it should be a requirement for the salesperson to inform the consumer verbatiimly that "these verbal agreements are legally binding and are honored just the same as a signed contract."
Sincerely,
Dino S[redacted]
We have read Dino's rejection. We feel that his desired outcome is outside the scope of the Revdex.com. Verbal agreements are a common business model. Our company is upfront about recording the call, with the customer's permission. During the call we go over all terms of the sale and do not proceed with placement of the ad unless the customer agrees to the terms, including payment. Our strict-script verification process serves to confirm that a business owner fully understands the terms of advertising before our company proceeds with ad layout and publication of the ad, which subjects our company to considerable overhead costs associated with providing the service. Most customers enjoy the verbal agreement process as a quicker and easier way to place their ad during their busy work day. However, any time a business owner requests a written agreement or a written copy of terms in addition to the verbal agreement, we readily comply with their request. When two parties enter into an agreement, and the service is provided as agreed to, there is a reasonable expectation that the agreed upon payment will be made, with or without the word "contract" being used. Ordering food at a restaurant and paying at the end of the meal is very common. There is a reasonable expectation that you will pay for what you ordered once it is provided, even without the word "contract" being used by the waitstaff taking your order. In this case, Dino ordered advertising for his barber shop, which The Facts Media provided. Calling it a "contract" or "agreement" doesn't change that service was provided as agreed and that payment would be expected as agreed.