Priority Movers & Package

Dear Ms [redacted] :The letter from Ms [redacted] was brought to my attention as Ms [redacted] has retiredIn response to your letter, below is a summary of actions related to Complaint ID [redacted] .On July 1, 2015, after the customer received the last copy of the subscription, the customer called frustrated and demanded a refund for the subscription that he ordered in April, stating that he had no use for it and that it did not contain the information he neededThe call was escalated to our Senior Customer Service Representative during this contactWe explained to Mr [redacted] that there is a no refund policy with our subscriptions.When he called again, he asked to speak with management and was transferred to our Customer Service Manager who asked why he didn't call at the time he received the first part of the subscription and inquired about an outstanding balanceMr [redacted] said he could not hear and requested a call back due to a possible bad connection on his endThe manager immediately called him back at the number listed on file, to which there was no answer so he left message.There were no further communications about this matter until notified about this complaintAfter reviewing the history of orders for this customer, we noticed that he employed similar tactics in and 2008.Kelley Blue Book has refunded the full amount of the subscription and attempted to reach the customer to discuss this issue and make him aware of the refund, however, we have been unsuccessful in reachinghim.Thank you for bringing this matter to our attentionPlease let me know if you have any further questions, otherwise I will consider this matter closed[redacted]

Dear Ms. [redacted]:The letter from Ms. [redacted] was brought to my attention as Ms. [redacted] has retired. In response to your letter, below is a summary of actions related to Complaint ID [redacted].On July 1, 2015, after the customer received the last copy of the subscription, the customer called frustrated...

and demanded a refund for the subscription that he ordered in April, stating that he had no use for it and that it did not contain the information he needed. The call was escalated to our Senior Customer Service Representative during this contact. We explained to Mr. [redacted] that there is a no refund policy with our subscriptions.When he called again, he asked to speak with management and was transferred to our Customer Service Manager who asked why he didn't call at the time he received the first part of the subscription and inquired about an outstanding balance. Mr. [redacted] said he could not hear and requested a call back due to a possible bad connection on his end. The manager immediately called him back at the number listed on file, to which there was no answer so he left message.There were no further communications about this matter until notified about this complaint. After reviewing the history of orders for this customer, we noticed that he employed similar tactics in 2005 and 2008.Kelley Blue Book has refunded the full amount of the subscription and attempted to reach the customer to discuss this issue and make him aware of the refund, however, we have been unsuccessful in reachinghim.Thank you for bringing this matter to our attention. Please let me know if you have any further questions, otherwise I will consider this matter closed.[redacted]

KBB is corresponding directly with the consumer and investigating the interaction between consumer and dealer. KBB will provide more information next week.