Lossman Motors, Inc.

We sincerely apologize for *** ***'s recent billing experience in regards to her Coloradoan newspaper subscriptionOn July 13, 2016, Mrs*** called into the Coloradoan's Customer Service department to request a newspaper vacation stopDuring the call, the customer service representative
informed Mrs*** that if she were to sign up on the EZ Pay program she would be able to receive a reduction of her subscription priceMrs*** provide the customer service representive her routing and checking account number which was then applied to her account for future automatic withdrawalsOn August 9, the first automatic withdraw was made in the amount of $33.62, which covered the home delivery period from 7/25/to 9/25/Mrs*** then contacted the Coloradoan to request removal from EZ Pay as well as a refund of the withdrawn amountOn August 12th a refund request was generated for $however, due to the fact that the automatic withdraw was processed as a bank draft, a physical check was generated and mailed as we are not able to send the funds directly back into the customers bank accountDuring the refund period, it appears Mrs*** may have disputed the charge directly through her bankThis caused her Coloradoan newspaper subscription account to appear three months past due and the billing system automatically re-pulled an additional payment of $so the Coloradoan account did not shut off due to non-paymentWe do understand how the automatic withdraw may be an inconvenience and apologize for any confusion that may have occurred from the conversation with our customer service representativeA full refund of $has been generated and Mrs*** should receive a physical check within 10-business daysWe have also closed out this Coloradoan subscription account to avoid any billing confusion in the future and have set up a six month complimentary home delivery subscription for Mrs*** to show our sympathy for how this situation may have effected herMrs*** indicated that she wish to speak with myself and MrsW***'s Supervisor and is more than welcome to contact the Coloradoan's President, Kathy J*** to express her concernsShe can be reached via email at KathyJ*** or via phone at ***.Sincerely,Brandon T***Consumer Marketing & Sales ManagerFort Collins Coloradoan***BrandonT***

The customer was mailed a postcard in December This postcard would have directed her to a website where she could pick the gift card she wanted Once alerted that she either did not receive the postcard, a $Visa gift card was purchased That gift card was mailed on 2/17/
I have since contacted this customer to confirm receipt of the $gift card She was grateful for the follow-up.Thank you, Shanna W***Distribution Services Assistant

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to mePlease note that we were never notified that we were on a do not deliver list despite our repeated requests to not have a paper delivered I do believe this may have been the case, but would have appreciated a correspondence informing us of thisThank you for your assistance
Regards,
*** ***

Revdex.com:I did not receive a postcard in DecemberHowever, I did receive:* the $Visa gift card via US mail in the second half of February* a phone call today from Shanna W***, who answered my remaining questions I have reviewed the Fort Collins Coloradoan response to Revdex.comThis resolution is satisfactory to me. Thank you for the help with resolving this issue,*** ***

Our apologies for the delivery of the *** ***. Your address was on our Do Not Deliver List so I contacted the district manager regarding this complaint. The carrier on this route was new and delivered to your home in error. I have been informed that the carrier will receive
additional training and the address will be checked for non-delivery moving forward

In response to complaint ID ***The residents address was flagged to not be delivered to in our system. I have alerted management with our delivery partner including the District manager and the Circulation director of the carrier’s no compliance. I have also requested that the
address be audited for non-delivery moving forward. I have contacted the resident, apologized for their experience, and provided my direct contact information should they have any issues moving forward.Thank you,Shanna H***Distribution Services AssistantOffice: 970.224.7875***

I have added you to the Do Not Deliver list for the *** Beacon. In addition, I have alerted the district manager and they will ensure that the carrier is made aware. This address will also be checked and non-delivery confirmed. Any additional residents in the
neighborhood wishing to be added to the Do Not Deliver list can contact us at ***. Thank you!

RevDex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meMy subscription has been cancelled and hopefully they adjust my bill appropriatelyI also received a separate communication from the Coloradoan stating that I cancelled my credit card instead of calling and cancelling my subscriptionThe main point of my complaint was that they do not answer the phone or respond to email or online chatI cancelled the credit card payment as I could not reach them to cancel my subscription and stop payment
Regards,
*** ***

Good afternoon Mr. [redacted]. I sincerely apologize for your recent experience. I did review your account and see that you began a Coloradoan subscription on 11/28/15 and apologize that our carrier did not see the new subscription start come through on their delivery list. Unfortunately we did not see...

any correspondence from you in regards to the lack of delivery until you canceled your subscription today 12/22/15. We have processed a refund of $27.30 and you should expect to receive it within the next 5-10 business days. The $27.30 amount was from one charge for $14.30 on 11/28 and one charge for $13.00 on 12/9. Please let me know if you have any additional questions or concerns and hope you have a great rest of your day.Sincerely,Brandon T[redacted]Consumer Sales ManagerFort Collins Coloradoan[redacted]BrandonT[redacted]@Coloradoan.com

This customer was able to make contact with our customer service team.  His subscription has currently been cancelled.  We have reached out to this customer to resolve any issues regarding his account.  His Coloradoan balance will not affect his credit.