Red Book Solutions

Initial Business Response /* (1000, 6, 2015/11/13) */
We were disappointed to hear of this complaint, and apologize for any confusion our team *** have causedOur company has a very popular "Autoship" program in place, and this customer at Towneplace Suites has been receiving our Guest Services
Red Books...and paying promptly for those products since 9/Please find attached our customer records confirming this history
As part of this program our customers are sent out an Autoship notice one month prior to shipment giving the option for customers to opt-out, as our satisfaction guarantee is "no questions asked." 99% of customers choose to stay in this programHowever if we do not receive a response prior to shipment, then in good faith the products are shipped and yes we do expect payment
The last notice was sent out to a MsTerri Ball on 8/15/Perhaps MsBall is no longer with Marriot, or chose not to respond and/or Mr*** is a new contact at this location and was unaware of the previous agreement, or this notification, or chose not to respond? Unfortunately we have no record of MsBall or Mr*** contacting us previously regarding this change
As a result, in good faith, a correct order was shipped to Towneplace Suites on 9/2/2015, received by 9/7/Our Autoship terms are Net daysAfter that point a collection reminder was sent to Towneplace Suites on 10/21/It appears that Mr*** contacted our Customer Care group on 11/22/disputing the order, relationship history with us and the pending payment
Since our products are dated, and due to the amount of time lapsed between receipt and notification they can become obsolete (that is, we cannot replace into inventory)In situations like this, when not notified promptly for cancellation, we will credit the account if in the rare case the new contact does not wish to continue with the programFor added convenience, considering this possible obsolescence, we ask that customers do not return the products, or incur additional cost for that shipmentOur hope is that they reconsider use, and allow them to keep the product gratis, given their previous loyalty
In fact, this account was credited $on 11/1/2015, prior to receipt of this complaint via US Mail stamped 11/6/and received today 11/12/
We apologize for any confusion in the explanation of these policies to Mr***We sincerely hope that he reconsider use of similar products from us in the near future, especially since we have been serving Townplace Suites for the past years, and wish him the best of luckWe also appreciate the feedback as it gives us a chance to review our performance and internal practicesThank you

Initial Business Response /* (1000, 6, 2015/11/13) */
We were disappointed to hear of this complaint, and apologize for any confusion our team *** have causedOur company has a very popular "Autoship" program in place, and this customer at Towneplace Suites has been receiving our Guest Services
Red Books...and paying promptly for those products since 9/Please find attached our customer records confirming this history
As part of this program our customers are sent out an Autoship notice one month prior to shipment giving the option for customers to opt-out, as our satisfaction guarantee is "no questions asked." 99% of customers choose to stay in this programHowever if we do not receive a response prior to shipment, then in good faith the products are shipped and yes we do expect payment
The last notice was sent out to a MsTerri Ball on 8/15/Perhaps MsBall is no longer with Marriot, or chose not to respond and/or Mr*** is a new contact at this location and was unaware of the previous agreement, or this notification, or chose not to respond? Unfortunately we have no record of MsBall or Mr*** contacting us previously regarding this change
As a result, in good faith, a correct order was shipped to Towneplace Suites on 9/2/2015, received by 9/7/Our Autoship terms are Net daysAfter that point a collection reminder was sent to Towneplace Suites on 10/21/It appears that Mr*** contacted our Customer Care group on 11/22/disputing the order, relationship history with us and the pending payment
Since our products are dated, and due to the amount of time lapsed between receipt and notification they can become obsolete (that is, we cannot replace into inventory)In situations like this, when not notified promptly for cancellation, we will credit the account if in the rare case the new contact does not wish to continue with the programFor added convenience, considering this possible obsolescence, we ask that customers do not return the products, or incur additional cost for that shipmentOur hope is that they reconsider use, and allow them to keep the product gratis, given their previous loyalty
In fact, this account was credited $on 11/1/2015, prior to receipt of this complaint via US Mail stamped 11/6/and received today 11/12/
We apologize for any confusion in the explanation of these policies to Mr***We sincerely hope that he reconsider use of similar products from us in the near future, especially since we have been serving Townplace Suites for the past years, and wish him the best of luckWe also appreciate the feedback as it gives us a chance to review our performance and internal practicesThank you