Manufacturers' News, Inc.

Initial Business Response /* (1000, 5, 2015/08/11) */
We do not force any customer to pay if not completely satisfied with our services, so we have credited invoice [redacted]. We do not place disputed invoices with any collection agency, and we do not report anyone to Dun & Bradstreet.
Our phone...

records confirm that our ad sales rep Michael [redacted] talked with Custom Rollforming's Mike [redacted] for 3 minutes on 10/30/14, and then again for 4 minutes on 11/12/14. It is Mr. [redacted]'s contention that he clearly quoted the $199 cost of four listings and that Mr. [redacted] agreed to that cost. Indeed, we mailed Mr. [redacted] a confirmation of the $199 order a couple days later 11/14. Please note that we were never notified of any dispute back then when the conversation would have been fresh in Mr. [redacted]'s mind.
Also please note that Custom Rollform's parent company, Bradbury Company, has advertised in our annual Kansas Manufacturers Directory every year since 1996. Each year the renewal has been handled verbally over the phone and we have never had a problem in those 20 years.
If Mr. [redacted] let his frustration manifest itself in rude or "bullying" behavior, then we sincerely apologize. He has been counseled about proper customer service procedure. Again, we have credited the invoice and Custom Rollforming will receive no future calls.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate your time. The parent company's advertisement is why we do not need Custom Rollform to advertise on their own. Thank you.

We have credited the invoice in question, and [redacted] U.S. will receive no further invoices, statements or contact from us regarding this matter.  MNI does not force any customer to pay if not completely satisfied with our services, which is a longstanding company policy.If our sales rep did...

in fact threaten legal action, collection agency or reporting to a credit agency, then he did so in complete violation of known company policy, and he will be dealt with accordingly.  We thank the customer for bringing this to our attention.Please note that in December 2014 this customer ordered and prepaid $214 for advertising with our company.  On 10/30/15 our rep was calling merely to ask if they wanted to renew for the next year.  Looking at our rep's notes, it appears that in that conversation Ms. [redacted] changed the name of the city and zip code (from Halifax to Fall River), added a toll-free 888 number, and modified the ad copy (from "Manufacturer of sailcloth, banner & awning fabric & supplies" to "Manufacturer of sailcloth, banner & awning fabric and other industrial fabrics").  It seems strange that she would make all these changes to advertising she was telling him NOT to renew.Our rep obviously strongly believes he received authorization to renew.  But that is no excuse for him to be rude or threaten a customer.  We apologize to the customer for his behavior, and once again the invoice has been credited and our company will make no further contact with [redacted] U.S. about this matter.

Initial Business Response /* (1000, 5, 2015/06/10) */
Our sales rep [redacted] maintains that in a 10/1/14 phone conversation Ms. [redacted] authorized the $175 listing and gave him a new company name, web address and email address to use, and told him to run "just that". We mailed Ms. [redacted] an...

order confirmation the next day, 10/2, and have no record of any problem or dispute being raised back then.
Nevertheless, we do not force any customer to pay if not completely satisfied with our services, so we have credited the invoice and [redacted] will receive no further invoices or statements regarding this matter.

Initial Business Response /* (1000, 5, 2015/07/08) */
Our sales rep Denice [redacted] has been out of the office on vacation for the past week and a half, which perhaps is the reason this has not been taken care of. Her notes from before she left do indicate that we are crediting the invoice and not...

pursuing payment. Unfortunately she had not gotten around to doing so before the July 1 statement was mailed.
We credited the invoice today. No need for the customer to return the directory.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Facts have prevailed!
Thank you Revdex.com for your help

[redacted] Industries has been a customer of ours since at least 1997 (our records only go back 20 years), purchasing directories and directory advertising.  [redacted] has ordered and paid for advertising in every edition of our annual [redacted] Manufacturers Register since 2005.  For...

many years our contact at the company was [redacted], but last year's advertising was authorized by [redacted].  The Register is published each July, so on 1/28/16 our sales rep [redacted] phoned Mr. Sch[redacted] to simply ask him if he wanted to renew for this year's edition.  Mr. Sch[redacted] directed her to talk to [redacted], so Ms. [redacted] called Ms. [redacted].  Ms. [redacted] and Ms. [redacted] exchanged some emails, as Ms. [redacted] had a couple questions about edition dates (since the Register is published in July, it is titled for the following year). Ms. [redacted] quoted Ms. [redacted] a renewal rate of $500, only $1 more than the company paid last year, and had simply been awaiting a response from Ms. [redacted] as to whether or not she chose to renew. This complaint was apparently filed by the person that answers the phone for [redacted] Industries, someone who obviously understands very little about our procedures or the history of our business relationship.  Nearly every allegation in the complaint is untrue.  For example, [redacted] has always received a complimentary copy of the Register with their advertising, as do all display advertisers.  Last year Ms. [redacted] even shipped Mr. Sch[redacted] a 2nd copy at no charge. If [redacted] chooses not to renew its advertising for this year, that's fine.  Ms. [redacted] was simply calling a long-time customer to find out the company’s intentions for this year’s edition.  For the record, Ms. [redacted] has been selling and renewing advertising here for 18 years, and this is the first time someone has registered a Revdex.com complaint about her.  We will cease contacting this customer, and the company may reach out to us should it wish to renew its advertising for this year’s edition.

We do not force any customer to pay if not completely satisfied with our services, so we have credited the invoice in question and [redacted].com will receive no further correspondence regarding this matter.[redacted].com had ordered and paid for advertising in the previous five editions of the Directory,...

but it seems there must have been a misunderstanding between Mr. [redacted] and Mr. [redacted] about the intent to renew for the 2017 edition.Per the customer's wishes, the invoice has been cancelled and we have removed [redacted].com from our calling list.