Northern Lakes, Inc.

Good morning,  First, I would like to apologize for my delay in response as I never received notice of the complaint until this past Friday (9/29) and our office is closed on Fridays. I asked my assistant to go through all correspondence and we have been able to find no record of a prior...

notification. We maintain meticulous records of any and all account activity with our customers and have made numerous attempts to reach the customer over the last couple of months but have been unsuccessful in hearing back from her since we last spoke on 9/26/16 @ 11:42am (central time). Since she began her order with us in June of 2016 we have received 3 voice mails from (all of which were returned) and had 1, aforementioned, conversation with her to which she said she would call back the next morning. We didn't hear from her again until April 10th of 2017 in a message left after hours. If a simple cancellation is all she is looking for we would be happy to oblige. She had never made such a request until now. I have already cancelled her order and no balance is owed. I hope this brings resolution to a problem that we were unaware existed until now. Should any else be needed, please don't hesitate to ask. Sincerely, Eric [redacted], ownerNorthern Lakes Inc.

This customer's complaint was addressed yesterday before receiving notification from the Revdex.com that a complaint was even registered. While the customer's complaint and version of events/dates/conversations/ titles/etc. contain numerous factual discrepancies, and several assertions that border on...

dangerous because of their baseless and untrue nature, the fact remains that the customer is unhappy. We decided to cancel future service and payment, and refunded a total of $99.90 ($49.95 x2) as a courtesy and means to resolution. We have always made a point to ensure that our customer relations are top notch, as evidenced by our near spotless record with the Revdex.com. We are also realistic enough to understand that sometimes a customer's ultimate happiness and satisfaction are unattainable, no matter how hard we try. Hopefully, this will be met with some measure understanding, and bring closure as an amicable resolution, even if only to a small degree.

I am writing in response to the complaint we received from a customer by the name of [redacted]. In an attempt to address the issues in order by which they are mentioned in her complaint, I will start with the cost. Mrs. [redacted], as with every customer, was told the monthly amount, the...

number of payments, and the total sum at the outset of her order. If there was any misunderstanding, it was never brought to our attention. Next, she asserts that she contacted our customer service department in 2015 and spoke with a gentleman that allegedly confirmed a cancellation. According to our carefully maintained records, she did speak with a female representative on 12/9/15 at 5:49pm (CST) at which time she was responding to a letter regarding an NSF check. The customer stated that her checking account had been closed but that she will talk to her husband about satisfying the past due amount, and that she will call back the next day. However, even with several attempts to reach her by letter and phone, we did not hear from Mrs. [redacted] again until nearly a year later on 12/7/16 at 11:48am (CST). At this time, due to her assertion of financial hardship, she had an agreed upon arrangement with the customer service representative with which she spoke to simply satisfy the past due amount and then the remainder of her balance would be cancelled. She said that she will call back again, but this time with no specific time frame. That was the last we heard from her until this complaint.       Our goal is to do everything we can to work with our customers. We fully recognize that a variety of situations and complications can arise during the term of their order, and we strive for flexibility and understanding in helping them deal with such issues. I believe in reading this complaint that there may be some confusion as to whom she was speaking to at different times.For instance, she asserts that when she calls to cancel she is asked to sign up for different subscriptions. Our customer service reps have no power to even attempt to such things, meaning there would be no conceivable way for this to have taken place. Not to say that Mrs. [redacted] didn't experience this at some point in time. It simply wasn't with our company. Secondly, she asserts at one point that she is receiving magazines that are not to her liking, but then later that she isn't receiving the subscriptions at all. I have confirmed with the clearing house that everything is being sent out in a timely manner and if the titles aren't to her liking, she could have, at any time, changed the titles at no cost, as was explained to her.       To address her desired resolution, I would be happy to cancel out her remaining balance as a courtesy. I do have concern, however, that a complaint will now reflect on our status for issues that we either weren't responsible for, or were never given an opportunity to address at an earlier time. We have worked very hard to be able to proudly say that we have not one complaint on our record and it would be shame for simple confusion and miscommunication on part of the customer to tarnish that. We have tried to contact the customer again on several occasions in order to explain and resolve the situation but as has been the case for some time now, we are unable to reach her. Should any further questions or concerns arise, please feel free to contact me at any time.   UPDATE: One of CSR's, Peter, just spoke with the customer and she acknowledged that there was definitely confusion on her part and that at least some of her concerns are issues with another company and not attributable to us. We agreed to cancel her balance and she will be informing you that the complain was erroneous and should be wiped clean. Thank you.     Sincerely, Eric [redacted] Owner Northern Lakes Inc

Good morning,[redacted] began an order with us over a year an a half ago with her monthly payments being drawn voluntarily and with consent from a Visa given to us ending XXX-[redacted]. We last spoke with the customer on 05/08/17 @ 7:52pm central time. Since that time we have heard nothing from her and...

reasonably assumed that she had no issues with her order. Further, all letters and communication are dated and time stamped. Perhaps she simply overlooked it. If the customer has issues with the order we only wish she had contacted us and afforded us the opportunity to address the situation. It is unfortunate that she instead chose to file a complaint that appears to be rooted in nothing more than simple confusion. We have decided to cancel her account leaving nothing owed and we will cease the service that she has been receiving. If anything further arises, please feel free to call. Sincerely, Peter [redacted]Customer Service Mgr

Mr. [redacted] first called our sales department on 09/05/17 and signed up for a subscription service. It was at this time that the terms were explained and agreed upon and in turn he gave a Visa card ending xxx-0326 for billing of the agreed upon payments. We hadn't heard anything from Mr. [redacted]...

again until Thursday 3/23/18 @ 3:53pm central time. In the message he left he claimed that he had left dozens of messages but this is the first one that our company had ever received. We contacted Mr. [redacted] yesterday morning, as our customer service department closes for the week at 5pm on Thursdays, to explain that we had never heard from him prior to an hour before close on the previous Thursday but he hung up the phone. We tried him back again this morning but his phone appears to be disconnected. At this point we are unsure of how to proceed.