Progressive Business Publications

Thank you for your email of 1/12/15 regarding the above referenced complaint that you received 1/9/15. After review, we would like to respond to your letter with the following detailed explanation.
11.9999990463257px;">Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on-line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address and asking for the month and day of the person’s birth date.
Regarding the specifics of this situation, please note that Mr. [redacted], Office Mgr., placed an order on 6/17/14 for Our Communication Bulletin for Managers & Supervisors publication and he provided us with a birth date of 11/29. Prior to ending the Call we clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 5– month period of time.
Thus the goods that were ordered by Mr. [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as \undeliverable”. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we contacted the collection agency on 1/9/15 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no - ramifications due to this account going for collection and there is no money due or owing on this account. Mr. [redacted] stated - that he wants a “refund” but the collection agency never received a payment nor have we .
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found two `risk free” subscriptions had been accepted before and 1-account was cancelled as we instructed without issue. All the information to start a risk free trial on the other account matches the account in question. 
Please know that we do business regularly with thousands of companies who place “repeat” orders due to their continued satisfaction and our excellent customer service.
All of Our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Please feel free to contact our Customer Service Department if you have any further questions at [redacted]. Thank you. 
Cordially,
Sylvia E. NeelDir . Of Subscriber Service

July 21,2016
id="docs-internal-guid-ef68122c-13ab-b8c1-9db9-67e58fde7f8f">[redacted]
[redacted]
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[redacted]  [redacted]
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[redacted]
Thank you for your email of 7/20/16 regarding the above referenced agency complaint that you received on 7/19/16. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases,
our representatives   take orders with a 60-day right of cancellation to a 1-year subscription to one of
our newsletters, books or on-line programs. We have very stringent quality control procedures regarding
our representatives making this offer. These include verifying the mailing address and asking for the
person’s email address or fax so we can send written confirmation of the order within 24 hours.
This serves to encourage contact with us if there are any mistakes or changes that need to be made.
 

Regarding the specifics of this situation, please note that Michelle Vega, Accounting & HR Mgr., placed
an order on 12/9/15 for our CFO & Controller Alert publication. We were provided with a email address.
Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer
discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show
that the confirmation went through without any problems.
Once the order was placed, the same computer system sent the newsletters and invoices over a 5-month
period of time. 
Thus the goods that were ordered by [redacted] were sent to the same address that shows on this complaint.
 
This computer system records and tracks all confirmations, invoices,on-line programs, books, periodicals
and cancellation requests.
With all telephone orders placed, if the ordering person does not find the information helpful, all that
needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.
As a courtesy we cancelled this account on 7/20/16 as requested.
There is no money due or owing on the account.
While researching this complaint we did find that this company has done business with us in the past and
is aware of our cancellation policy. We found 1 other “risk free” subscription had been accepted before
by [redacted] and it was cancelled as we instructed without issue.
We have initiated a request the same day that the name and telephone number be removed from our computer
files. This action takes approximately 30- days to process. In business we hesitate to say the company
will never receive another mailing from us. If the company’s name information changes, our computers may
not recognize it and something may go out. If that should happen, please call and we will remove that
version also.
Please know that we do business regularly with thousands of companies who regularly place repeat orders
due to their continued satisfaction and our excellent customer service.
All of our contact information is in our newsletter. It contains our address and telephone number.
We also have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily
from our coast-to-coast subscribers.
 

Feel free to contact the Customer Service Department if you have any questions at 1-800-220-5000.
Thank you.
Cordially yours,
Michael G[redacted]
Customer Service Director
SEN/dh
Encl.

August 14, 2014
Dear [redacted] :Thank you for your email of 8/13/14 regarding the above referenced agency complaint that you received on 8/12/14. After review, we would like to respond to...

your letter with the following detailed explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], District Mgr., placed an order on 12/30/13 for our Selling Advantage publication and he provided us with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the Conversation took place. Once the order was placed, the same Computer system sent the newsletter and invoices over a 5-month period of time.
Thus the goods that were ordered by [redacted] were sent. This Computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as `undeliverable”. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.As a courtesy we contacted the collection agency on 8/13/14 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.
We have initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.
Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department if you have any further questions at [redacted]. Thank you.
Cordially Yours,Sylvia *. N** Dir. Of Subscriber Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

April 10, 2 014Dear [redacted]:Thank you for your email of 4/9/14 regarding the above referenced agency complaint that you received on 4/4/14. After review, we would like to respond to your letter with the following detailed explanation.Please note that our primary method by...

which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person's birth date and asking for the person's email address or fax so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that **. [redacted], Safety Officer, placed an order on 9/24/13 for our Safety Compliance Alert publication and he provided us with birth date information as [redacted], as well as an email address.Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletter and invoices over a 5-month period of time.Thus the goods that were ordered by **. [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as "undeliverable". If we had we would have cancelled the account immediately.With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry's general custom.However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.As a courtesy we contacted the collection agency on 4/9/14 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found a few trials subscriptions had been accepted before; 2-paid in full accounts while the others were cancelled as we instructed without issue except this account. Further, when we checked the account information to start a trial subscription it all matches **. [redacted]'s first account.We have initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.Please know that we do business regularly with thousands of companies who regularly place repeated orders due to their continued satisfaction and our excellent customer service.All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department you have any further questions at ###-###-####.Thank you.

Thank you for your email of 1/12/15 regarding the above referenced agency complaint that you received on 1/9/15. After review, we would like to respond to your letter with the following detailed explanation.Please note that our primary method by which we secure orders is by telephone...

solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that Mr. Chris Walker, Controller, placed an order on 4/3/14 for our CFO & Controller Alert publication and he provided us with birth date information as 7/1, as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 5-month period of time.Thus goods that were ordered by Mr. Walker were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show that we ever received a cancellation on this account or mail returned as "undeliverable". If we had we would have cancelled the account immediately.With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5 months, 2 warning notices, plus an additional 30-day "wait period” the account may be turned over for collection. That is what happened in this instance. Please be advised that International Credit Recovery is just one of the collection agencies we use, they are out of New York State.As a courtesy we contacted the collection agency on 1/12/15 and advised the agency to cease collections and cancel the account. They have assured us that will be done. There will be no ramifications due to the account being turned over for collection. There is no money due or owing on this account.While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found 17–\risk free” subscriptions had been accepted before and all those subscriptions were cancelled as we instructed Without issue.We have initiated a request the same day that the name and telephone number be removed from our computer files. This action takes approximately 30– days to process. In business we hesitate to say the Company will never receive another mailing from us. If the company’s name information changes, our computers may not recognize it and something may go out. If that should happen, please Call and We Will remove that version also.Please know that we do business regularly with thousands of companies who regularly place repeat orders due to their continued satisfaction and excellent customer service.All of our contact information is in our newsletter and contains our toll free telephone number. We, also have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribersPlease feel free to contact our Customer Service Department if you have any further questions at 1[redacted].Thank you.Dir. Of Subs Criber ServiceSEN/dh

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

May 1, 2014
Dear [redacted] :Thank you for your email of 4/30/14 regarding the above referenced complaint that you received on 4/28/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.Please note that our primary...

method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the persons birth date and asking for the persons email or fax number so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or changes that needs to be made.Regarding the specifics of this situation, please note that [redacted], Chief Nursing Officer, placed an order on 12/11/13 for our Safety Compliance Alert publication. We were provided with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 4-month period of time.Thus the goods that were ordered by [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests.With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industrys general custom.As a courtesy we cancelled this account on 4/29/14 as they requested. There is no money due or owing on the account.While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found several different trial subscriptions had been accepted before; 4-paid in full accounts, including 2 of those accounts have been renewed since 2008 (CFO) and 2011 (KAP), while other accounts were cancelled as we instructed without issue.Please know that we do business regularly with thousands of Companies who place repeated orders due to their continued satisfaction and our excellent customer service.All Of Our contact information is in our newsletter and it Contains our toll free telephone number. We, also, have a 24 hour7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Feel free to contact the Customer Service Department if you have any questions at [redacted].Thank you.

September 4, 2014
Dear [redacted]:
Thank you for your email of 9/3/14 regarding the above referenced complaint that you received on 9/2/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our...

primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address and asking for the person’s email or fax number so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that [redacted], Police Chief, placed an order on 6/3/14 for our Encyclopedia of Public Employment Law book and its companion newsletter and he provided us with an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.
Once the order was placed, the same computer system sent the book, newsletters and invoices over a 3-month period of time.Thus the goods that were ordered by Chief [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests.With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it and the book to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.
As a courtesy we cancelled this account on 9/3/14 as requested. There is no money due or owing on the account.
We initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found a few different trial subscriptions had been accepted before and cancelled as we instructed without issue. Further, while searching we found they did cancel the newsletter portion on 7/7/14 but have yet to return the book.
Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of Calls we receive daily from our coast-to-coast subscribers.Feel free to contact the Customer Service Department if you have any questions at [redacted]. Thank you.Cordially,
Sylvia N.
Dir. Of Subscriber Services

September 12, 2016
id="docs-internal-guid-01874af9-23da-d557-b884-fc333ebeaa49">[redacted]                       
[redacted]
RE: [redacted]
Dear [redacted]:
 
Thank you for your email of 9/9/16 regarding the above referenced agency complaint that you received on 9/8/16. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or online programs. We have very stringent quality control procedures regarding our
representatives making this offer. These include verifying the address and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours.This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted],Office Manager, placed an order on 7/13/16 for our Safety Compliance Alert publication and we were provided with an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed,including the liberal 60-day, no questions asked, cancellation policy. Our computer shows that the email went
through without any problems.
Once the order was placed, the same computer system sent the newsletters and invoices over a 1-month
period of time.
Thus the goods that were ordered by [redacted] were sent to the same address that shows on this complaint.
Our computer system records and tracks all confirmations, invoices, online programs, books, periodicals
sent and cancellation requests.
 
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.
As a courtesy we cancelled this account on 8/22/16 when our Customer Service department received a cancellation request. There is no money due or owing on the account.
We have initiated a request the same day that the name and telephone number be removed from our computer
files. This action takes approximately 30- days to process. In business we hesitate to say the company
will never receive another mailing from us. If the company’s name information changes, our computers may
not recognize it and something may go out. If that should happen, please call and we will remove that
version also.
While researching this complaint we did find that this company has done business with us in the past and
 is aware of our cancellation policy. We found several “risk free” subscriptions had been accepted before;
1 paid in full account for while all others were cancelled as we instructed without issue.
 Please know that we do business regularly with thousands of companies who regularly place repeat orders
 due to their continued satisfaction and excellent customer service.
All of our contact information is in our newsletter and contains our toll free telephone number. We,
also have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily
from our coast-to-coast subscribers.
Feel free to contact the Customer Service Department if you have any questions at 1-800-220-5000.
Thank you.
Cordially yours,
Michael G[redacted]
Customer Service Director
EN/dh

April 2, 2015
Dear [redacted]:
Thank you for your email of 4/1/15 regarding the above referenced agency complaint that you received on...

3/30/15. After review, we would like to respond to your letter with the following detailed explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Spec Ed Teacher, placed an order on 8/27/14 for our Students With Disabilities & Special Education Law book and its companion newsletter and she provided us with birth date information as 7/17, as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the book, newsletters and invoices over a 5-month period of time.Thus goods that were ordered by [redacted] were sent. This computer system records and tracks all confirmations, invoices, On-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as "undeliverable”. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is write cancel on the invoice and return it along with the book, or advise us by any other way, and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we contacted the collection agency on 4/1/15 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account. We have enclosed a "Postage Paid" label so that she can return the book at our expense.While researching this complaint we found that this company has done business with us in the past and is aware of our cancellation policy. We found 3– "risk free” subscriptions had been accepted before; and 2 were cancelled as we instructed without issue except this account.
Please know that we do business regularly with thousands of companies who regularly place repeat orders due to their Continued satisfaction and excellent customer service.
All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department if you have any questions at [redacted]. Thank you
Cordially Sylvia N.
Dir. Of Subscriber Services

June 2, 2014
Dear [redacted]:Thank you for your email regarding the above referenced complaint. After review of our detailed electronic records we would like to respond to your letter with the following explanation.Please note that our primary method by which we secure orders is...

by telephone solicitation. In such cases, our representatives take orders with a 60-[redacted] right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and [redacted] of the person's birth date and asking for the person's email or fax number so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that **. [redacted], Manufacturing Mgr, placed an order on 2/21/14 for our Safety Compliance Alert publication. We were provided with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 3-month period of time.Thus the goods that were ordered by **. [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests.With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry's general custom.As a courtesy we cancelled this account on 6/12/14 as requested. There is no money due or owing on the account.We initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.While researching this complaint we did find that this company has done business with us in the past and is aware of ourcancellation policy. We found many, many different trial subscriptions had been accepted before; 1-paid in full account and other accounts cancelled as we instructed without issue.Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and our excellent customer service.All of our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a24 hour/7 days a week voice mail    system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Feel free to contact the Customer Service Department if you have any questions at ###-###-####.Thank you

August 14, 2014
Dear [redacted]:
Thank you for your email of 8/13/14 regarding the above referenced agency complaint that you received on 8/4/14. After review, we would like to respond to your letter with the following detailed explanation.
Please note that our primary method by...

which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that - [redacted], H/R Generalist, placed an order on 1/30/14 for our Deskbook Encyclopedia Of Employment Law book and its companion newsletter and she provided us with an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.Once the order was placed, the same computer system sent the book, newsletters and invoices over a 5-month period of time.
Thus the goods that were ordered by [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as "undeliverable”. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that and the book to us Or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we contacted the collection agency on 8/13/14 and advised them to cease collection and cancel the book portion of this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on either account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found several trial subscriptions had been accepted before; 1-paid in full account while others were cancelled as we instructed without issue.
Further, continuing to research we did find a "memo” in our Computer that we did receive a cancellation for the newsletter portion of the account on 3/5/14 but the book was never cancelled. They can still return the book at their earliest convenience. We have initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.
Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department if you have any further questions at [redacted].Thank you.
Cordially,Sylvia N. Dir. Of Subscriber Services

December 11, 2014
Dear [redacted]:
Thank you for your email of 12/11/14 regarding the above referenced complaint that you received on...

12/10/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the person's birth date and asking for the person’s email or fax number so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are anymistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Asst Principal, placed an order on 11/13/14 for our Legal Update For Teachers: The Complete Principal’s Guide Book and its companion newsletter. We were provided with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the book, newsletter and an invoice over a 1-month period of time.
Thus the goods that were ordered by [redacted] were sent. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it and the book to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general Custom.
As a courtesy we cancelled this account on 12/11/14 as requested. There is no money due or owing on the account.While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many different "risk free” subscriptions had been accepted before; including a risk free subscription that [redacted] accepted in March and cancelled as instructed. We found 4-paid in full accounts while other accounts were cancelled as we instructed without issue. We are enclosing a "Postage Paid" label so that [redacted] can return the book at her convenience.
Please know that we do business regularly with thousands of companies who place "repeat” orders due to their continuedsatisfaction and our excellent customer service.
All of our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Feel free to contact the Customer Service Department if you have any questions at [redacted].
Thank you.Cordially Sylvia N. Dir. Of Subscriber Services

March 6, 2014
Dear [redacted]:
Thank you for your email of 3/5/14 regarding the above referenced complaint that you received on 2/27/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
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Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the person's birth and asking for the person's email address or fax so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], A/A, placed an order on 7/10/13 for our Administrative Professional Update publication. We were provided with a birth date of [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our records show the email went through without any problems.
The birthday information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 5-month period of time.
Thus the goods that were ordered by [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show that we ever received a cancellation on this account or mail returned as "undeliverable". If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry's general custom.
However, if neither paid nor cancelled after 5 months, 2 warning notices plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we did contact the collection agency on 3/5/14 and advised the agency to cease collections and cancel the account. They have assured us that will be done. There will be no ramifications due to this account being turned over for collection and there is no money due or owing on the account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found several different trial subscriptions had been accepted before; 3-paid in full accounts while other accounts were cancelled as we instructed without issue.
We initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.
Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and excellent customer service.
All of our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Please feel free to contact the Customer Service Department you have any questions at ###-###-####.
Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I never received any invoice, newsletter or publications from this business.  I am not authorized to purchase any products from my employer and therefore would never agree to any purchase.  I belong to other reputable billing organizations and do not need anymore of this information.  Also, I have not worked at this location in over 4 years and I would have the information sent to my work location.  There has been no mailed or packages received at that location addressed to me or from that organization.  I can show on my computer that I sent out invoices and product but it doesn't mean it happened.  This is a scam and I am not paying for something that was never received.  The company said the purchase could be cancelled by returning the invoice with CANCEL written on it but that is impossible to do when no invoice is mailed. 
Regards,
[redacted]

September 15, 2014Dear [redacted]:Thank you for your email of 9/15/14 regarding the above referenced agency complaint that you received on 9/11/14. After review, we would like to respond to your letter with the following detailed...

explanation.Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address and asking for the month and day of the person’s birth date.
Regarding the specifics of this situation, please note that [redacted], Clinic Admin, placed an order on 1/23/14 for our Primary Care Coding & Reimbursement publication and he provided us with birth date information as [redacted]. Prior to ending our conversation we clearly restated the offer discussed, including the liberal 60-day no questions asked cancellation policy.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletter and invoices over a 5-month period of time.
Thus the goods that were ordered by [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as “undeliverable”. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we contacted the collection agency on 9/15/14 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found several trial subscriptions had been accepted before and were cancelled as we instructed except this account.
Please know that we do business regularly with thousands of companies who place "repeat” orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department if you have any further questions at [redacted]. Thank you.Cordially Sylvia N. Dir. Of Subscriber Services

February 17, 2014
Dear [redacted]:
Thank you for your email of 2/14/14 regarding the above referenced complaint that you received on 2/11/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
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Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer.
Regarding the specifics of this situation, please note that **. [redacted], Ops Mgr, placed an order on 10/31/13 for our Selling Advantage publication. Prior to ending the call we clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy.
Once the order was placed, the same computer system sent the newsletters and invoices over a 5-month period of time.
Thus the goods that were ordered by **. [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show that we ever received a cancellation on this account or mail returned as "undeliverable". If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry's general custom.
However, if neither paid nor cancelled after 5 months, 2 warning notices plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we did contact the collection agency on 2/12/14 as they requested and advised the agency to cease collections and cancel the account. They have assured us that will be done. There will be no ramifications due to this account being turned over for collection and there is no money due or owing on the account.
Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and excellent customer service.
All of our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Please feel free to contact the Customer Service Department if you have any questions at ###-###-####.
Thank you.
Cordially,

February 17, 2014
Dear [redacted]. [redacted]:
Thank you for contacting us regarding the above referenced complaint. After review of our detailed electronic records we would like to respond to this complaint with the following explanation.
Please note that our...

primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address and asking for the person's email address or fax so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Police Chief, placed an order on 6/26/13 for our Deskbook Encyclopedia of Public Employment Law book and its companion newsletter and we were provided with a fax number (###-###-####). Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our records show the fax went through without any problems.
Once the order was placed, the same computer system sent the book, newsletters and invoices over a 5-month period of time.
Thus the goods that were ordered by Chief [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show that we ever received a cancellation on this account or mail returned as "undeliverable". If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it and the book to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry's general custom. However, if neither paid nor cancelled after 5 months, 2 warning notices plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we did contact the collection agency on 2/10/14 and advised the agency to cease collections and cancel the account. They have assured us that will be done. There will be no ramifications due to this account being turned over for collection and there is no money due or owing on the account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found that Chief [redacted] had accepted a trial subscription for this same publication in 2007 and we received payment in full on that account.
We initiated a request on 2/10/14 that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.
Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and excellent customer service.
All of our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Please feel free to contact the Customer Service Department you have any questions at ###-###-####.
Thank you.
Cordially,

September 1, 2016
id="docs-internal-guid-4265d7f9-e70d-c060-5e5e-9e76fef7f28f">[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]
[redacted]
Thank you for your email of 8/31/16 regarding the above referenced agency complaint that you received on 8/30/16. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
We find multiple entries for this company. Several were mail promotions which explains nothing is due. After a
2-month period we send a Continuation Notice, that states this is not a Bill to see if the person wishes to
continue receiving the newsletters or not. If we do not hear from the company, we assume they are not interested
and the account expires of its own volition.  
While researching this complaint we did find that this company has done business with us in the past and is
aware of our cancellation policy. We found numerous “risk free” subscription had been accepted  by [redacted]
before;7 paid in full while others were cancelled as we instructed. All “risk free” and paid subscriptions were 
for [redacted].
In regards to the most recent promotion that was sent to [redacted], it expired on 8/23/16. We show no active
“risk free” subscriptions.
We initiated a request on the same day that the name and telephone number be removed from our computer files.
This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If the company’s name is misspelled or the zip code incorrect, our computers may not recognize it and something may go out. If that should happen, please call and we will remove that version also.
Please know that we do business regularly with thousands of companies who regularly place repeat orders due to
their continued satisfaction and our excellent customer service.
All of our contact information is in our newsletter. It contains our address and telephone number. We also have
a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our
coast-to-coast subscribers.
 

Feel free to contact the Customer Service Department if you have any questions at 1-800-220-5000. Thank you.
Cordially yours,
Michael G[redacted]
Customer Service Director
SEN/dh
Encl.