Maritz Holdings Inc.

Good afternoon Maritz received notification that the consumer complaint referenced above is in the mediation stageOn behalf of Maritz, I would like to submit the attached call-center log and email correspondence from our Mazda client to provide further background regarding *** ***’ complaint I look forward to your response on this matterPlease don’t hesitate to contact me with questions *** ***

Initial Business Response /* (1000, 6, 2016/02/16) */
Dear Sir or Madam:
I am writing in response to the recent complaint filed by Ms*** in connection with award points she earned through a Southwest Airlines (Southwest) branded *** *** credit card rewards programThe program allows
participants to accumulate points that can be redeemed for travel on Southwest Airlines or the points may be redeemed for merchandise through our rewards website
Our records indicate that Ms*** contacted us on January 21, advising us of a pricing discrepancy on our rewards website accessed through her mobile device
The item, an Apple GB TV, was mistakenly listed for 9,points rather than the actual price of 35,pointsShe tried to purchase the item for 9,points but the item adjusted to the correct price of 35,points at the point of purchaseOur customer service representative tried unsuccessfully to find the pricing error at that timeEvidently the pricing error was found on the website only be accessing through a mobile deviceMs*** contacted us again on Februay 5, which resulted in the call being escalated to a customer services supervisorThe supervisor apologized for the pricing error and advised her that the error would be corrected
Further, Ms*** assetts in her complaint that our website did not include a policy on pricingThe website did contain the following language in our terms and conditions section: "Akll prices are subject to change without noticeIn the event of an erroneously published price, Maritz Holdings Inc reserves the right to cancel the order and will refund the points."
It is our intent that our rewards customers have a positive experienceWe try to make the disclosures regarding the websites clear and conspicuousI have spoken to the account team and we have decided to make a one-time accomodation to Ms***.This will allow her to purchase an Apple TV for 9,reward pointsA member of the account team will contact her in the next week
If you have any questions, please feel free to call me
Sincerely,
*** ***
Senior Legal Assistant

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
Sincerely and thank you very much,
*** ***

Complaint: ***
I am rejecting this response because:
I still have not been contacted by Mazda's RPM Headquarters or Martiz, and mainly because I still have not received my $Quarterly bonus
Sincerely,
*** ***

Maritz contacted the customer to apologize for any inconvenience and let him know that we would replace his defective gift cards right awayWe provided direct contact information for any follquestionsWe then shipped 10, new $***.com gift cards via 2-day shipping and followed up by
sharing tracking information to keep the customer informed throughout the processThe new cards were delivered on 12/15/?

11/16/@ 2:[Mediator sent email to business on 11-with short list of questions for basic info how Maritz processes these awards, etcNo reply so called *** and left VM]11/28/I just sent you an email which explains how we do award stuff for customers, etc.? We administer this for Mazda with the information they provideIt is pretty cut and dry for usIf the criteria are met, we use issue promotional credit cards to the awardees, loaded with the funds they earnedI felt sorry for Mr***, but, we cannot issue any monies if all requirements are not met unless the customer gives permissionWe told Mr*** this and that? he needed to contact MazdaThanks for letting me know that you have not yet heard from Mr*** and that if you do not by noon this Friday, complaint will be closedSorry it took me awhile to reply - was researching some of the matters you had asked about.(email from *** )Hi, ***Thanks for contacting me regarding Mr*** complaintPlease see my answers to your questions below: Does Maritz monitor the sales and automatically issue bonus checks, or only issue checks after authorization from your customer?We issue payments when the performance criteria are met What kind of history did Mr*** have for receiving bonus checks?Please see attached payment recordMaritz issued these payments by loading the funds to Mr***’ Reward Performance by Mazda Visa® Prepaid CardDo you know if Mazda has issued him any kind of explanation and/or a denial of what appears to be a hardship request by him? Please see the attached email correspondence with *** *** at MazdaWe also advised Mr*** to contact his district manager at MazdaThank you*** ***From: *** *** Sent: Tuesday, August 15, 12:PM To: *** *** Cc: ***, *** ; ***, *** ; ***, *** ; ***, *** Subject: RE: Official response to Revdex.com complaint from Mazda participant*** EXTERNAL EMAIL: Do not click links or attachments unless you recognize the sender*** Hi ***,I had notified the Regional Manager on 7/10/17, who typically follows up with the DM (who follows up with the participant) on their specific situation and review the program rules if needed.? ? I am not sure if the region followed up with him or not in this specific case, but I would work under the presumption that they followed up.? ? In any case, if the region wanted to grant an exception, it would circle back to me at which point Mazda corporate would have the ultimate decision for exceptions.Maritz’s role is to review the rules with the participants and answer questions relating to the program.? All exceptions have to be routed by the specific District Manager to Mazda regional office to Mazda corporate.Let me know if you need any other information.Thanks, *** ***? ? ? ?
Sr Analyst, Incentive Governance & SFE
T: ***
?
***@mazdausa.com12/01/@ 12:p.m? {called *** on her cell phone and told her complaint closed as had not heard back from consumer]

Initial Business Response /* (1000, 8, 2015/09/16) */
DIRECT DIAL (XXX) XXX-XXXX
FAX (XXX) XXX-XXXX
E-MAIL ***@***.com
September 8,
Dispute Resolution Department
Revdex.com
** *** ***
Suite ***
StLouis, MO XXXXX
Re: Case Number:
XXXXXXX
Consumer: *** ***
Dear Sir or Madam:
I am writing in response to the recent complaint filed by Mr*** in connection with award points he earned through an Asurion Rewards Program
We contacted the card issuer and asked that a new Visa gift card be issued to Mr*** This replacement card will be shipped by UPS so that the order can be traced There will be no charge for shipping the card by UPS We apologize for the inconvenience and hope that this will resolve the matter
If you have any questions, please feel free to call me
Sincerely,
*** J***
Senior Legal Assistant
cc: Mr*** ***
*** *** *** ***
Antioch, TN XXXXX-XXXX

11-21-2017? [left vm with consumer to call and discuss]11-28-[left vm and email with consumer that I needed to know by noon on Friday, 12-if he was interested in pursuing mediation, else complaint would be closed]12/01/@ 12:p.m[No reply from consumer by deadline given in my vm and email to himClose]

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 and thank you very much,
[redacted]

Maritz contacted the customer to apologize for any inconvenience and let him know that we would replace his defective gift cards right away. We provided direct contact information for any follow-up questions. We then shipped 10, new $50 [redacted].com gift cards via 2-day shipping and followed up by...

sharing tracking information to keep the customer informed throughout the process. The new cards were delivered on 12/15/17.

11/16/2017 @ 2:20 [Mediator sent email to business on 11-14 with short list of questions for basic info how Maritz processes these awards, etc. No reply so called [redacted] and left VM]11/28/2017 I just sent you an email which explains how we do award stuff for customers, etc.  We administer this for Mazda with the information they provide. It is pretty cut and dry for us. If the criteria are met, we use issue promotional credit cards to the awardees, loaded with the funds they earned. I felt sorry for Mr. [redacted], but, we cannot issue any monies if all requirements are not met unless the customer gives permission. We told Mr. [redacted] this and that  he needed to contact Mazda. Thanks for letting me know that you have not yet heard from Mr. [redacted] and that if you do not by noon this Friday, complaint will be closed. Sorry it took me awhile to reply - was researching some of the matters you had asked about.(email from [redacted] )Hi, [redacted]. Thanks for contacting me regarding Mr. [redacted] complaint. Please see my answers to your questions below: Does Maritz monitor the sales and automatically issue bonus checks, or only issue checks after authorization from your customer?We issue payments when the performance criteria are met What kind of history did Mr. [redacted] have for receiving bonus checks?Please see attached payment record. Maritz issued these payments by loading the funds to Mr. [redacted]’ Reward Performance by Mazda Visa® Prepaid Card. Do you know if Mazda has issued him any kind of explanation and/or a denial of what appears to be a hardship request by him? Please see the attached email correspondence with [redacted] at Mazda. We also advised Mr. [redacted] to contact his district manager at Mazda. Thank you. [redacted]From: [redacted] Sent: Tuesday, August 15, 2017 12:15 PM To: [redacted] <[redacted].[redacted]@Maritz.com> Cc: [redacted], [redacted] <[redacted].[redacted]@maritz.com>; [redacted], [redacted] <[redacted].[redacted]@maritz.com>; [redacted], [redacted] <[redacted].[redacted]@maritz.com>; [redacted], [redacted] <[redacted].[redacted]@maritz.com> Subject: RE: Official response to Revdex.com complaint from Mazda participant[redacted] EXTERNAL EMAIL: Do not click links or attachments unless you recognize the sender. [redacted] Hi [redacted],I had notified the Regional Manager on 7/10/17, who typically follows up with the DM (who follows up with the participant) on their specific situation and review the program rules if needed.   I am not sure if the region followed up with him or not in this specific case, but I would work under the presumption that they followed up.   In any case, if the region wanted to grant an exception, it would circle back to me at which point Mazda corporate would have the ultimate decision for exceptions.Maritz’s role is to review the rules with the participants and answer questions relating to the program.  All exceptions have to be routed by the specific District Manager to Mazda regional office to Mazda corporate.Let me know if you need any other information.Thanks, [redacted]    
Sr Analyst, Incentive Governance & SFE
T: [redacted]
 
[redacted]@mazdausa.com12/01/2017 @ 12:35 p.m  {called [redacted] on her cell phone and told her complaint closed as had not heard back from consumer]

Complaint: [redacted]
I am rejecting this response because:
I still have not been contacted by Mazda's RPM Headquarters or Martiz, and mainly because I still have not received my $840 Quarterly bonus.
Sincerely,
[redacted]

Thank you for alerting Maritz to this complaint. Please contact [redacted] at [redacted]@maritz.com for further correspondence regarding this complaint.   [redacted] is a participant in a Mazda sales incentive program, which is administered by Maritz Motivation...

Solutions Inc. (Maritz). Mr. [redacted] did not receive a quarterly payout in this incentive program as part of the latest processing cycle. This is because his average sales were below the required threshold in the program rules, which are set by Maritz’ client Mazda North American Operations. Mr. [redacted] contacted Maritz asking for an exception, so he could receive the quarterly payout. Maritz explained to Mr. [redacted] verbally and in writing that we are not authorized to make this decision, and – per Mazda’s program process –  directed Mr. [redacted] to his Mazda District Manager. Maritz alerted its main contact at Mazda North American Operations headquarters, who indicated that she would contact Mr. [redacted]’ District Manager. Any decision to make an exception for Mr. [redacted] must be made by Mazda North American Operations.

Good afternoon.   Maritz received notification that the consumer complaint referenced above is in the mediation stage. On behalf of Maritz, I would like to submit the attached call-center log and email correspondence from our Mazda client to provide further background regarding [redacted]’ complaint.   I look forward to your response on this matter. Please don’t hesitate to contact me with questions.   [redacted]

Initial Business Response /* (1000, 8, 2015/09/16) */
DIRECT DIAL (XXX) XXX-XXXX
FAX (XXX) XXX-XXXX
E-MAIL [redacted].com
September 8, 2015
Dispute Resolution Department
Revdex.com
[redacted]
Suite [redacted]
St. Louis, MO XXXXX
Re: Case Number: ...

XXXXXXX
Consumer: [redacted]
Dear Sir or Madam:
I am writing in response to the recent complaint filed by Mr. [redacted] in connection with award points he earned through an Asurion Rewards Program.
We contacted the card issuer and asked that a new Visa gift card be issued to Mr. [redacted]. This replacement card will be shipped by UPS so that the order can be traced. There will be no charge for shipping the card by UPS. We apologize for the inconvenience and hope that this will resolve the matter.

If you have any questions, please feel free to call me.
Sincerely,
[redacted] J. [redacted]
Senior Legal Assistant

cc: Mr. [redacted]
[redacted]
Antioch, TN XXXXX-XXXX

Initial Business Response /* (1000, 6, 2016/02/16) */
Dear Sir or Madam:
I am writing in response to the recent complaint filed by Ms. [redacted] in connection with award points she earned through a Southwest Airlines (Southwest) branded [redacted] credit card rewards program. The program allows...

participants to accumulate points that can be redeemed for travel on Southwest Airlines or the points may be redeemed for merchandise through our rewards website.
Our records indicate that Ms. [redacted] contacted us on January 21, 2016 advising us of a pricing discrepancy on our rewards website accessed through her mobile device.
The item, an Apple 64 GB TV, was mistakenly listed for 9,733 points rather than the actual price of 35,532 points. She tried to purchase the item for 9,733 points but the item adjusted to the correct price of 35,532 points at the point of purchase. Our customer service representative tried unsuccessfully to find the pricing error at that time. Evidently the pricing error was found on the website only be accessing through a mobile device. Ms. [redacted] contacted us again on Februay 5, 2016 which resulted in the call being escalated to a customer services supervisor. The supervisor apologized for the pricing error and advised her that the error would be corrected.
Further, Ms. [redacted] assetts in her complaint that our website did not include a policy on pricing. The website did contain the following language in our terms and conditions section: "Akll prices are subject to change without notice. In the event of an erroneously published price, Maritz Holdings Inc reserves the right to cancel the order and will refund the points."
It is our intent that our rewards customers have a positive experience. We try to make the disclosures regarding the websites clear and conspicuous. I have spoken to the account team and we have decided to make a one-time accomodation to Ms. [redacted].This will allow her to purchase an Apple TV for 9,733 reward points. A member of the account team will contact her in the next week.
If you have any questions, please feel free to call me.
Sincerely,
[redacted]
Senior Legal Assistant

11-21-2017  [left vm with consumer to call and discuss]11-28-2017 [left vm and email with consumer that I needed to know by noon on Friday, 12-1 if he was interested in pursuing mediation, else complaint would be closed]12/01/2017 @ 12:31 p.m. [No reply from consumer by deadline given in my vm and email to him. Close]