Mudial Travel Agency

Initial Business Response / [redacted] (1000, 5, 2015/09/12) */ Contact Name and Title: Pete [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @elkharttruth.com September 12, Revdex.com of Northern Indiana Parnell Avenue Fort Wayne, IN To whom it may concern: This is in response to the complaint letter dated September 4, from your organization on behalf of [redacted] While I deeply regret the issues and concerns that Ms [redacted] has experienced, I do want all parties involved to know what we have been doing to minimize past and future issues with the delivery of her newspaper In the complaint filed with the Revdex.com, Ms [redacted] stated: "We receive both The Elkhart Truth and the [redacted] which I understand might both be owned by the same company." This is an incorrect statementTo clarify, The Elkhart Truth and [redacted] are separately owned organizations with a service arrangement where [redacted] is the delivery agent for The Elkhart Truth through independent contractorsAny issues that Ms [redacted] has with [redacted] and the delivery of the newspapers should be directed directly to themAs we are competitors, I am unaware of their business dealings with their customers and can only speak on behalf of the efforts The Elkhart Truth has done to resolve customer issues I first was made aware of delivery issues with Ms [redacted] on May [redacted] filed a delivery complaint on Sunday, May 17, stating: "This is beyond unacceptable!!! We have a man delivering our paper that drives a black CadillacHe is late with the papers on a regular basis and this morning, my wife was going out to get the paper, and he drove by and flipped his middle finger at herWe have been subscribers to the Truth for several years and we have never encountered anything like this before.Is this the type of people you want representing your company? If it is, we no longer need your services!!! I want this resolved and will expect some type of follow up or you can cancel our Elkhart Truth and [redacted] subscriptions!!!" Because of the severity of the claim, I was very quick to reach out to our delivery contractor [redacted] to find out what happenedThe inappropriate behavior was handled by our contractor, and I personally reached out to Ms [redacted] to offer my apologies, explain the changes we had made and assure her that this type of behavior would not be tolerated, with the understanding that she would contact me with any future issuesAs a token of our appreciation to the Dillers for being customers and for being treated this way, I also sent her a letter of apology along with a $gift certificate to a local restaurant During the investigation into that incident, the newspaper carrier told a different storyThey admitted the inappropriate hand gesture, but claimed that Ms [redacted] was aggressive in her actions towards the carrier in previous encounters, and had left some very argumentative notesBecause of the animosity between the two parties, special arrangements were made to fix the situation by rearranging the sequence of the routeThe carrier in question was subsequently replaced a few days prior to my next conversation with Ms [redacted] , when she alerted me that they were again having issues with deliveryAn independent contractor newspaper carrier like anyone learning new tasks for work will have issues with efficiency and accuracy in the early goingThat is likely what was happening in the days prior to the phone calls and emails of early September I received no additional communication after that phone call on or about May until the afternoon of September Ms [redacted] 's voice mail to me mentioned a lack of response to her emails and phone callsI called back the first time to the number she left on the voice mailNo responseShe called back that afternoon and left a different number, which I responded to and finally talked with her While on the phone, Ms [redacted] was very upset because of a lack of response to her emailI confirmed the email she used, and then suggested that I send her an email hoping that would get through any potential firewalls and filter devices that either organization might be usingAlmost immediately after I sent that email, the emails in question came to me (within minutes of my email)Ms [redacted] said that she has changed office locations and perhaps there were some computer glitches potentially that caused her emails to not be sentFrom her email eventually that came through to me she wrote: "I did get transferred to a different building so maybe that was the issueI'm not sureBut it was sent originally on 8-and again this morning." During our phone conversation, she then alerted me that she has already reached out to the Revdex.com because of my unwillingness to work with her on a resolutionDespite being threatened with lawsuits and now being turned into the Revdex.com, The Elkhart Truth has worked without prejudice to provide the level of customer service that Ms [redacted] and all of our customers deserveShe has been treated fairly and with respect by every Elkhart Truth employeeHer issues have been with a third party, independent contractorI have had numerous meetings specifically addressing her situation with the contractor, trying to assure proper delivery It is our goal to get her newspaper delivered timely every day, just as she has asked for in her desired resolutionAs I've stated to Ms [redacted] on several occasions, if there are future concerns please call me directly at (XXX) XXX-XXXXIf I cannot get in touch with her, then I will make sure that someone on my staff does in a timely manner Regards, Pete [redacted] General Manager, The Elkhart Truth (XXX) XXX-XXXX [redacted] @elkharttruth.com OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) While my statement about the ownership relationship between The Elkhart Truth and [redacted] might have been an errorThe facts in my original complaint are trueMr [redacted] did respond to my phone call after leaving a message with himHowever, I had sent two e-mailsI was relocated from one building to another building by my employer, however, I have continued to receive all other messagesTherefore, I do not know what happened and why Mr [redacted] did not receive my e-mailsI did also receive a call from an individual at the [redacted] We spoke about the issue and I was assured that the individual originally delivering the papers that "flipped me off" and swerved towards me on that day has been terminatedHowever, I do dispute the comment Mr [redacted] made regarding any contact with the previous carrierI wrote one note to that individual inquiring about the circumstances and asked if there was a reason that the papers had been delayed and asked if the delivery requirements (specifically stated as 6:a.mduring the week and 7:a.mfor weekends) had changedThat was the one and only communication we had with that carrierI do confirm that Mr [redacted] sent us a gift card for $and while I appreciate that gift, the real goal we want to obtain is timely delivery for both papersSeveral times during one week after I talked with Mr [redacted] we were missed times in one weekTwo days for the Elkhart Truth and one day for the [redacted] Clearly there is a delivery problem and if the Elkhart Truth subcontracts the delivery then they need to work with them to make sure that paid subscriptions are deliveredand delivered timely While I want to make sure the deliveries are timely, I have asked for and have not received from the [redacted] a list of the credits that have been applied over the last monthsI am also asking for that type of report from the Elkhart Truth via this communication and my original requestI pay for the Elkhart Truth and my husband pays for the [redacted] However, we have direct payments and therefore the payment dates have never changedHowever, with the credits that we have asked for I believe we now should be entitled to receive a report that shows these credits and all the various dates that we contacted them about non-deliveries or late papers Once I receive this information from the Elkhart Truth I will be willing to close this matterHowever, it is not helpful to receive a paper after we leave for workWhich has been the offset numerous timesIf we cannot receive delivery of the paper prior to our leaving for work, then a credit needs to be applied [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/30) */ Contact Name and Title: Pete [redacted] General Manager To whom it may concern: My statements regarding the carrier / customer communication is something our organization is somewhat removedThe information I relayed is what was relayed to me by the [redacted] who contracts with the individualThat individual, as I understand and relayed has since been removed, was never an employee or even a direct representative of our organization Mrs [redacted] has reached out to the [redacted] regarding her credits and delivery issuesI have no involvement in those delivery issues and billing concerns, and believe those references should be completely removed from our conversation No email was received by me from Mrs [redacted] until September 3, four minutes after our call endedHer email, which I have a copy of if needed, states: "I did get transferred to a different building so maybe that was the issueI'm not sureBut it was sent originally on 8-and again this morning." I don't know what happened, but Mrs [redacted] is the one that suggested her new work situation might have been the cause for me not getting the emailsFor the record, I have not received any additional emails from her since We have been and will continue to be responsive to Mrs [redacted] and all customers of our productWe are aware of the delivery issues we suffer from some of the contracted delivery personnel, and it is a top priority to get fixedStrides have been made, and I am confident that things will continue to improveThat includes timely delivery of each days paper, hitting a a.mdaily deadline According to our circulation records, we have received calls on the Dale [redacted] account since March Each one was given credit for that days paperThe last registered complaint was August 7, The account is set up on an automatic deduction from a bank accountThat auto payment has been declined times since March Newspaper delivery was continued throughout, with at least two months of free services given between payments The Elkhart Truth will continue to improve our processes and work with the [redacted] 's to get them the service they want and deserve Regards, Pete [redacted] General Manager The Elkhart Truth OFFER:

Initial Business Response /* (1000, 5, 2015/09/12) */
Contact Name and Title: Pete [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@elkharttruth.com
September 12, 2015
Revdex.com of Northern Indiana
4011 Parnell Avenue
Fort Wayne, IN 46805
To whom it may concern:
This is...

in response to the complaint letter dated September 4, 2015 from your organization on behalf of [redacted]. While I deeply regret the issues and concerns that Ms. [redacted] has experienced, I do want all parties involved to know what we have been doing to minimize past and future issues with the delivery of her newspaper.
In the complaint filed with the Revdex.com, Ms. [redacted] stated: "We receive both The Elkhart Truth and the [redacted] which I understand might both be owned by the same company." This is an incorrect statement. To clarify, The Elkhart Truth and [redacted] are separately owned organizations with a service arrangement where [redacted] is the delivery agent for The Elkhart Truth through independent contractors. Any issues that Ms. [redacted] has with [redacted] and the delivery of the newspapers should be directed directly to them. As we are competitors, I am unaware of their business dealings with their customers and can only speak on behalf of the efforts The Elkhart Truth has done to resolve customer issues.
I first was made aware of delivery issues with Ms. [redacted] on May 18. [redacted] filed a delivery complaint on Sunday, May 17, stating: "This is beyond unacceptable!!! We have a man delivering our paper that drives a black Cadillac. He is late with the papers on a regular basis and this morning, my wife was going out to get the paper, and he drove by and flipped his middle finger at her. We have been subscribers to the Truth for several years and we have never encountered anything like this before.Is this the type of people you want representing your company? If it is, we no longer need your services!!! I want this resolved and will expect some type of follow up or you can cancel our Elkhart Truth and [redacted] subscriptions!!!"
Because of the severity of the claim, I was very quick to reach out to our delivery contractor [redacted] to find out what happened. The inappropriate behavior was handled by our contractor, and I personally reached out to Ms. [redacted] to offer my apologies, explain the changes we had made and assure her that this type of behavior would not be tolerated, with the understanding that she would contact me with any future issues. As a token of our appreciation to the Dillers for being customers and for being treated this way, I also sent her a letter of apology along with a $100 gift certificate to a local restaurant.
During the investigation into that incident, the newspaper carrier told a different story. They admitted the inappropriate hand gesture, but claimed that Ms. [redacted] was aggressive in her actions towards the carrier in previous encounters, and had left some very argumentative notes. Because of the animosity between the two parties, special arrangements were made to fix the situation by rearranging the sequence of the route. The carrier in question was subsequently replaced a few days prior to my next conversation with Ms. [redacted], when she alerted me that they were again having issues with delivery. An independent contractor newspaper carrier like anyone learning new tasks for work will have issues with efficiency and accuracy in the early going. That is likely what was happening in the days prior to the phone calls and emails of early September.
I received no additional communication after that phone call on or about May 18 until the afternoon of September 3. Ms. [redacted]'s voice mail to me mentioned a lack of response to her emails and phone calls. I called back the first time to the number she left on the voice mail. No response. She called back that afternoon and left a different number, which I responded to and finally talked with her.
While on the phone, Ms. [redacted] was very upset because of a lack of response to her email. I confirmed the email she used, and then suggested that I send her an email hoping that would get through any potential firewalls and filter devices that either organization might be using. Almost immediately after I sent that email, the emails in question came to me (within 4 minutes of my email). Ms. [redacted] said that she has changed office locations and perhaps there were some computer glitches potentially that caused her emails to not be sent. From her email eventually that came through to me she wrote: "I did get transferred to a different building so maybe that was the issue. I'm not sure. But it was sent originally on 8-14 and again this morning."
During our phone conversation, she then alerted me that she has already reached out to the Revdex.com because of my unwillingness to work with her on a resolution. Despite being threatened with lawsuits and now being turned into the Revdex.com, The Elkhart Truth has worked without prejudice to provide the level of customer service that Ms. [redacted] and all of our customers deserve. She has been treated fairly and with respect by every Elkhart Truth employee. Her issues have been with a third party, independent contractor. I have had numerous meetings specifically addressing her situation with the contractor, trying to assure proper delivery.
It is our goal to get her newspaper delivered timely every day, just as she has asked for in her desired resolution. As I've stated to Ms. [redacted] on several occasions, if there are future concerns please call me directly at (XXX) XXX-XXXX. If I cannot get in touch with her, then I will make sure that someone on my staff does in a timely manner.
Regards,
Pete [redacted]
General Manager, The Elkhart Truth
(XXX) XXX-XXXX
[redacted]@elkharttruth.com
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While my statement about the ownership relationship between The Elkhart Truth and [redacted] might have been an error. The facts in my original complaint are true. Mr. [redacted] did respond to my phone call after leaving a message with him. However, I had sent two e-mails. I was relocated from one building to another building by my employer, however, I have continued to receive all other messages. Therefore, I do not know what happened and why Mr. [redacted] did not receive my e-mails. I did also receive a call from an individual at the [redacted] We spoke about the issue and I was assured that the individual originally delivering the papers that "flipped me off" and swerved towards me on that day has been terminated. However, I do dispute the comment Mr. [redacted] made regarding any contact with the previous carrier. I wrote one note to that individual inquiring about the circumstances and asked if there was a reason that the papers had been delayed and asked if the delivery requirements (specifically stated as 6:00 a.m. during the week and 7:00 a.m. for weekends) had changed. That was the one and only communication we had with that carrier. I do confirm that Mr. [redacted] sent us a gift card for $100 and while I appreciate that gift, the real goal we want to obtain is timely delivery for both papers. Several times during one week after I talked with Mr. [redacted] we were missed 3 times in one week. Two days for the Elkhart Truth and one day for the [redacted] Clearly there is a delivery problem and if the Elkhart Truth subcontracts the delivery then they need to work with them to make sure that paid subscriptions are delivered... and delivered timely.
While I want to make sure the deliveries are timely, I have asked for and have not received from the [redacted] a list of the credits that have been applied over the last 18 months. I am also asking for that type of report from the Elkhart Truth via this communication and my original request. I pay for the Elkhart Truth and my husband pays for the [redacted] However, we have direct payments and therefore the payment dates have never changed. However, with the credits that we have asked for I believe we now should be entitled to receive a report that shows these credits and all the various dates that we contacted them about non-deliveries or late papers.
Once I receive this information from the Elkhart Truth I will be willing to close this matter. However, it is not helpful to receive a paper after we leave for work. Which has been the offset numerous times. If we cannot receive delivery of the paper prior to our leaving for work, then a credit needs to be applied.
[redacted]
[redacted]
Final Business Response /* (4000, 9, 2015/09/30) */
Contact Name and Title: Pete [redacted] General Manager
To whom it may concern:
My statements regarding the carrier / customer communication is something our organization is somewhat removed. The information I relayed is what was relayed to me by the [redacted] who contracts with the individual. That individual, as I understand and relayed has since been removed, was never an employee or even a direct representative of our organization.
Mrs. [redacted] has reached out to the [redacted] regarding her credits and delivery issues. I have no involvement in those delivery issues and billing concerns, and believe those references should be completely removed from our conversation.
No email was received by me from Mrs. [redacted] until September 3, four minutes after our call ended. Her email, which I have a copy of if needed, states: "I did get transferred to a different building so maybe that was the issue. I'm not sure. But it was sent originally on 8-14 and again this morning." I don't know what happened, but Mrs. [redacted] is the one that suggested her new work situation might have been the cause for me not getting the emails. For the record, I have not received any additional emails from her since.
We have been and will continue to be responsive to Mrs. [redacted] and all customers of our product. We are aware of the delivery issues we suffer from some of the contracted delivery personnel, and it is a top priority to get fixed. Strides have been made, and I am confident that things will continue to improve. That includes timely delivery of each days paper, hitting a 7 a.m. daily deadline.
According to our circulation records, we have received 6 calls on the Dale [redacted] account since March 2014. Each one was given credit for that days paper. The last registered complaint was August 7, 2015.
The account is set up on an automatic deduction from a bank account. That auto payment has been declined 10 times since March 2014. Newspaper delivery was continued throughout, with at least two months of free services given between payments.
The Elkhart Truth will continue to improve our processes and work with the [redacted]'s to get them the service they want and deserve.
Regards,
Pete [redacted]
General Manager
The Elkhart Truth
OFFER: