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 costMrs [redacted] , as with every customer, was told the monthly amount, the number of payments, and the total sum at the outset of her orderIf there was any misunderstanding, it was never brought to our attentionNext, she asserts that she contacted our customer service department in and spoke with a gentleman that allegedly confirmed a cancellationAccording to our carefully maintained records, she did speak with a female representative on 12/9/at 5:49pm (CST) at which time she was responding to a letter regarding an NSF checkThe 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 dayHowever, 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/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 cancelledShe said that she will call back again, but this time with no specific time frameThat was the last we heard from her until this complaint Our goal is to do everything we can to work with our customersWe 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 issuesI 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 subscriptionsOur customer service reps have no power to even attempt to such things, meaning there would be no conceivable way for this to have taken placeNot to say that Mrs [redacted] didn't experience this at some point in timeIt simply wasn't with our companySecondly, 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 allI 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 courtesyI 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 timeWe 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 thatWe 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 herShould 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 usWe agreed to cancel her balance and she will be informing you that the complain was erroneous and should be wiped cleanThank you Sincerely, Eric [redacted] Owner Northern Lakes Inc
Mr [redacted] first called our sales department on 09/05/and signed up for a subscription serviceIt was at this time that the terms were explained and agreed upon and in turn he gave a Visa card ending xxx-for billing of the agreed upon paymentsWe hadn't heard anything from Mr [redacted] again until Thursday 3/23/@ 3:53pm central timeIn the message he left he claimed that he had left dozens of messages but this is the first one that our company had ever receivedWe 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 phoneWe tried him back again this morning but his phone appears to be disconnectedAt this point we are unsure of how to proceed
This customer's complaint was addressed yesterday before receiving notification from the Revdex.com that a complaint was even registeredWhile the customer's complaint and version of events/dates/conversations/ titles/etccontain numerous factual discrepancies, and several assertions that border on dangerous because of their baseless and untrue nature, the fact remains that the customer is unhappyWe decided to cancel future service and payment, and refunded a total of $($x2) as a courtesy and means to resolutionWe have always made a point to ensure that our customer relations are top notch, as evidenced by our near spotless record with the Revdex.comWe are also realistic enough to understand that sometimes a customer's ultimate happiness and satisfaction are unattainable, no matter how hard we tryHopefully, 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 costMrs [redacted] , as with every customer, was told the monthly amount, the number of payments, and the total sum at the outset of her orderIf there was any misunderstanding, it was never brought to our attentionNext, she asserts that she contacted our customer service department in and spoke with a gentleman that allegedly confirmed a cancellationAccording to our carefully maintained records, she did speak with a female representative on 12/9/at 5:49pm (CST) at which time she was responding to a letter regarding an NSF checkThe 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 dayHowever, 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/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 cancelledShe said that she will call back again, but this time with no specific time frameThat was the last we heard from her until this complaint Our goal is to do everything we can to work with our customersWe 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 issuesI 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 subscriptionsOur customer service reps have no power to even attempt to such things, meaning there would be no conceivable way for this to have taken placeNot to say that Mrs [redacted] didn't experience this at some point in timeIt simply wasn't with our companySecondly, 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 allI 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 courtesyI 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 timeWe 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 thatWe 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 herShould 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 usWe agreed to cancel her balance and she will be informing you that the complain was erroneous and should be wiped cleanThank you Sincerely, Eric [redacted] Owner Northern Lakes Inc
Mr [redacted] first called our sales department on 09/05/and signed up for a subscription serviceIt was at this time that the terms were explained and agreed upon and in turn he gave a Visa card ending xxx-for billing of the agreed upon paymentsWe hadn't heard anything from Mr [redacted] again until Thursday 3/23/@ 3:53pm central timeIn the message he left he claimed that he had left dozens of messages but this is the first one that our company had ever receivedWe 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 phoneWe tried him back again this morning but his phone appears to be disconnectedAt this point we are unsure of how to proceed
This customer's complaint was addressed yesterday before receiving notification from the Revdex.com that a complaint was even registeredWhile the customer's complaint and version of events/dates/conversations/ titles/etccontain numerous factual discrepancies, and several assertions that border on dangerous because of their baseless and untrue nature, the fact remains that the customer is unhappyWe decided to cancel future service and payment, and refunded a total of $($x2) as a courtesy and means to resolutionWe have always made a point to ensure that our customer relations are top notch, as evidenced by our near spotless record with the Revdex.comWe are also realistic enough to understand that sometimes a customer's ultimate happiness and satisfaction are unattainable, no matter how hard we tryHopefully, this will be met with some measure understanding, and bring closure as an amicable resolution, even if only to a small degree