Regional Maple Leaf Communications Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This account dates back to September 28, so it makes it more difficult to resolve However, the sales rep that spoke to *** has worked here for a number of years and does not have a history of putting orders in when the client says send me something to reviewWe have a verification
department that confirmed the order with him In the verification everything is clearly explained to them including the price the book when it is payable etc there is no room for misunderstanding at that point If there was a misunderstanding that is usually where this would come out and the sale would be voided immediatelyIt is not in our best interest to send out orders that have not been pre-approved We also explained to *** that the verification will be recorded for quality and training purposes Because there has been so much time that has elapsed our system has purged out that recording I do have on record that *** called our office on December 1, to get more information and the end results of this was he had not seen the book his ad was in yet and could we please send it to him We sent a book out on Dec 7, that is the last we heard until he registered this complaint The ad was published in the book October 26, There have been reminder statements that have sent out on a regular basis did not get any feed back that there may have been an error on our part Don't know about you but when I get something in the mail that does not sit well with me at my office I make every effort to get it resolved right away.We had our PR department try to contact their office on a number of occasions to remind them their account was way over due Messages were left on February February & March 2, we were trying to avoid sending the account to collection With no other recourse that is where it ended up I believe *** was not acting in good faith and if he would have responded to our many calls and correspondence maybe this could have been avoidedHis company's file has been put on our DNC list due to the fact that it is in our best interest no one enjoys being accused of things they are not party to I have also decided to close his file with the collection agency unfortunately I'm unable to provide the recording of the verification at this time to refresh his memory of this order The amount of this invoice is immaterial to us but must mean more to them.In closing, I wish *** would have been less irresponsible and responded to the correspondence we sent out or at the very least returned any of the many messages we left on his answering machine, which he neglected to bring to light when placing this complaint with the Revdex.com The end result here is what they wanted but I wonder if he even thought about the consequences of his action.What keeps us motivated is being able to provide our great publications to as many of the communities as possible

Initial Business Response /* (1000, 14, 2016/02/23) */
Case #
***
Here are the details of this account to the best of my ability
Yes, on 09/18/*** and *** did speak to each one anotherThis is how the conversation would have progressed based on our companies
procedures*** would have first established if she was speaking to the person who could make financial decisions *** had assumed this position with her so she would have explained to him who she was, who we were and why she calling him A condensed version - The *** book, distributed free of charge in his community we contact businesses to pre-reserve the spots and he would not have to pay until it was published He would get a copy of the invoice with his ad on it to peruse to make sure his company would be represented well in the publicationShe would have explained to him put the invoice away until he gets a copy later in the year once it was published Once he approved the ad she then would have explained to *** there is one final step and that a manager (*** in this case) needed to verify the purchaseAfter introducing himself *** told *** that this part of the conversation may be recorded for quality control (attached the audio file) We have no idea why *** would actually accuse us of editing the file If you listen closely enough you will hear a background page for ***, (me) *** says when she heard the recording we failed to inform *** that the verification was being recorded which is incorrect In the recording though when *** was asked if he uses P.O's for advertising, he stammered a bit and said he was a small firm and and overwhelmed, *** then went on to say sure so it's ok to just invoice you and *** says right *** did not say he did not want the ad at any point during the verificationIf he had we would have stopped the order right then, that's what the verification is for He said okay so on the 21st of September we invoiced *** and mailed an invoice to the address they had confirmed during the verification
As far as not receiving an invoice before December 1st we have no explanations for this we have no control over our postal serviceI can only offer you the following based on our records If their mail was not delivered and returned to us this information would have been recorded on their file as a matter of protocol We mailed the initial invoice with the ad copy September 21st, same day as the link was emailed that they have made reference to All correspondence was sent to the exact address that appears on this complaint October 26, the booklet with their advertisement in it and another invoice were mailed out together when our service to *** was doneOne more invoice was sent out on November 26, We got light of an issue on December 1st when *** called back saying he did not approve this advertisement
An extra benefit we provide to all our clients with email addresses a link to go directly to their advertisement right away where they can make any adjustments or send us back quires When *** was speaking to *** he explained that according to our log files on September 22nd they had logged in successfully to their fileWhen anyone logs in everything is pretty clear (see attached example) We do understand that sometimes circumstances change and this would have been an opportunity to either contact us and explain there has been a misunderstanding or if need be to cancel completelyThis book was not published until October 26, so there was no reason for us not to cancel if that was their desire
In her complaint she does say to the best that they could recall them I can understand why ***'s accounts of the circumstances are not completely accurate as she is not the original person we spoke to when this order was approved She also is not stating the facts accurately when she was indeed the person who spoke to *** earlier in the year either
It is grossly unfair and unprofessional to make accusations and believe a retraction is in order now that we have provided the events as they did happenWe take complaints seriously and did try to resolve them in good faith prior to getting the Revdex.com involvedWe are sorry it came down to this and that they did not get the resolution they were seeking This is our position and always will be, when we have done something wrong we will admit to it and adjust accordingly, when we have not we will not as in this particular case have not done what we are being accused of
We are however going forward removing this company and their phone number from any further contact with us effective immediately as we don't believe we can change anything
I know this is not the response they were seeking but sometimes we have to make a stand and since there are a lot of inconsistencies here this is the time
Regards,
***
Initial Consumer Rebuttal /* (3000, 16, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is obvious that there is a drastic difference of opinion and interpretation of the facts in this matterWe remain firm in our belief that we were not intending to purchase advertising from *** and that there absolutely was not a "meeting of the minds"I maintain that the tape that was played for me was muffled, disjointed and so hard to understand that there was no clear recording of what being said
There was no previous attempt at a resolution as during my call to the company, as I was told that it was going to collectionsMy understanding of the resolution as it stands is that we will be removed from any further communications and that we will not be responsible for any invoicingPerhaps in the future, *** will consider clarifying their procedures to prevent further confusion in the companies it deals with

This client was contacted and confirmed the purchase with not only the account representative but also went on to approve with one of our supervisors through our verification process When we spoke to them we explained we do not expect payment until after the ad was published and he received
his personal copy with the invoiceWe invoiced them and sent a login at the same time He says he did not see anything until the book came to his office which is not accurate there was a login link to click on for them to see the ad before it goes to printOur computer logs show was successfully logged on March 3, the same date we mailed the original invoice Not too sure why they say did not get the original invoice with the ad on it prior to printWhen we published this on March 27, a book and invoice was sent which they received, if there was a misunderstanding then why didn't they call us to let us know We sent out reminder notices on a monthly basis if there was a problem then they could have contacted us to find out what was going on We are not changing our stand on this as the client did nothing to bring this to our attention to see if we could resolve prior to getting a notice to pay or we may have to put into the collections department The only thing we are now prepared to do is remove this company from our data base so that we do not provide anymore advertising to them to which we will see no payment for*** *** *** ***

After reviewing this our response There are two accounts that are still showing unpaid in our office as of today's date These were two separate orders that are months apart, *** *** *** was approved on November 06, (published December 07, 2015) second invoice for
the *** *** book was approved January 19, (published February 29, 2016) It is now one year later before a complaint has been filedIf there was an issue why did it take this long to try to resolveWe have the same address in our accounting system as what appears on this complaint and we have sent all of our correspondence to thereThis would include the first invoice showing the ad copy a day after the purchased dateIn both cases the book was not published at least a month from being sent to clientWe have sent numerous reminders indicating the account was in arrears If we did not follow their protocol why was this not presented to us right away. During the original conversation the person who approved should have explained to our representative the process they have to followIt is not in anyone's best interest to not accommodate their procedures It does appear this was not mentioned to the sales representative, there is another opportunity to address this and that is when the sales manager would have verified the purchaseIf this would have been raised then, the sale would not have been processed We have no record of an incident with this company in as was indicated in the complaint. We are not going to reverse these charges since they are way over due and our services have been renderedBecause these accounts have not been paid they are not on our active client list and will not be permanently removed going forward. This is not the resolution they are seeking but there is nothing else we can offer

This client was contacted and confirmed the purchase with not only the account representative but also went on to approve with one of our supervisors through our verification process When we spoke to them we explained we do not expect payment until after the ad was published and he received
his personal copy with the invoiceWe invoiced them and sent a login at the same time He says he did not see anything until the book came to his office which is not accurate there was a login link to click on for them to see the ad before it goes to printOur computer logs show was successfully logged on March 3, the same date we mailed the original invoice Not too sure why they say did not get the original invoice with the ad on it prior to printWhen we published this on March 27, a book and invoice was sent which they received, if there was a misunderstanding then why didn't they call us to let us know We sent out reminder notices on a monthly basis if there was a problem then they could have contacted us to find out what was going on We are not changing our stand on this as the client did nothing to bring this to our attention to see if we could resolve prior to getting a notice to pay or we may have to put into the collections department The only thing we are now prepared to do is remove this company from our data base so that we do not provide anymore advertising to them to which we will see no payment for*** *** *** ***

Initial Business Response /* (1000, 14, 2016/02/23) */
Case #
***
Here are the details of this account to the best of my ability
Yes, on 09/18/*** and *** did speak to each one anotherThis is how the conversation would have progressed based on our companies
procedures*** would have first established if she was speaking to the person who could make financial decisions*** had assumed this position with her so she would have explained to him who she was, who we were and why she calling himA condensed version - The *** book, distributed free of charge in his community we contact businesses to pre-reserve the spots and he would not have to pay until it was publishedHe would get a copy of the invoice with his ad on it to peruse to make sure his company would be represented well in the publicationShe would have explained to him put the invoice away until he gets a copy later in the year once it was publishedOnce he approved the ad she then would have explained to *** there is one final step and that a manager (*** in this case) needed to verify the purchaseAfter introducing himself *** told *** that this part of the conversation may be recorded for quality control(attached the audio file) We have no idea why *** would actually accuse us of editing the fileIf you listen closely enough you will hear a background page for ***, (me)*** says when she heard the recording we failed to inform *** that the verification was being recorded which is incorrectIn the recording though when *** was asked if he uses P.O's for advertising, he stammered a bit and said he was a small firm and and overwhelmed, *** then went on to say sure so it's ok to just invoice you and *** says right*** did not say he did not want the ad at any point during the verificationIf he had we would have stopped the order right then, that's what the verification is forHe said okay so on the 21st of September we invoiced *** and mailed an invoice to the address they had confirmed during the verification
As far as not receiving an invoice before December 1st we have no explanations for this we have no control over our postal serviceI can only offer you the following based on our recordsIf their mail was not delivered and returned to us this information would have been recorded on their file as a matter of protocolWe mailed the initial invoice with the ad copy September 21st, same day as the link was emailed that they have made reference toAll correspondence was sent to the exact address that appears on this complaintOctober 26, the booklet with their advertisement in it and another invoice were mailed out together when our service to *** was doneOne more invoice was sent out on November 26, We got light of an issue on December 1st when *** called back saying he did not approve this advertisement
An extra benefit we provide to all our clients with email addresses a link to go directly to their advertisement right away where they can make any adjustments or send us back quiresWhen *** was speaking to *** he explained that according to our log files on September 22nd they had logged in successfully to their fileWhen anyone logs in everything is pretty clear (see attached example) We do understand that sometimes circumstances change and this would have been an opportunity to either contact us and explain there has been a misunderstanding or if need be to cancel completelyThis book was not published until October 26, so there was no reason for us not to cancel if that was their desire
In her complaint she does say to the best that they could recall themI can understand why ***'s accounts of the circumstances are not completely accurate as she is not the original person we spoke to when this order was approvedShe also is not stating the facts accurately when she was indeed the person who spoke to *** earlier in the year either
It is grossly unfair and unprofessional to make accusations and believe a retraction is in order now that we have provided the events as they did happenWe take complaints seriously and did try to resolve them in good faith prior to getting the Revdex.com involvedWe are sorry it came down to this and that they did not get the resolution they were seekingThis is our position and always will be, when we have done something wrong we will admit to it and adjust accordingly, when we have not we will not as in this particular case have not done what we are being accused of
We are however going forward removing this company and their phone number from any further contact with us effective immediately as we don't believe we can change anything
I know this is not the response they were seeking but sometimes we have to make a stand and since there are a lot of inconsistencies here this is the time
Regards,
***
Initial Consumer Rebuttal /* (3000, 16, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is obvious that there is a drastic difference of opinion and interpretation of the facts in this matterWe remain firm in our belief that we were not intending to purchase advertising from *** and that there absolutely was not a "meeting of the minds"I maintain that the tape that was played for me was muffled, disjointed and so hard to understand that there was no clear recording of what being said
There was no previous attempt at a resolution as during my call to the company, as I was told that it was going to collectionsMy understanding of the resolution as it stands is that we will be removed from any further communications and that we will not be responsible for any invoicingPerhaps in the future, *** will consider clarifying their procedures to prevent further confusion in the companies it deals with

I have searched our records and found that the record that was put on our DNC list initially had this phone number as a secondary number so it will have been removed fromour contact list at the same time So I believe we have fulfilled our earlier response and there should be no more contact with the following company provided they do not retain another number that to date has not been provided to us Thanks and best regards. *** ***Office Manager

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** unfortunately my English is not very well as you probably noticed in your recording of the conversations and I never understood What exactly you were offering me The reason of my phone call with the request for the book, was with the purpose to understand what the invoice was for and to answer your phone msg Moreover I believe a person has the right to look at the product before its purchase I never received any proof of the ad or the product to be verified before posting How can I agree to something that I never saw ? My name is Missed Spelled in your invoice and the postal code is incorrect This demonstrate that It was A misunderstanding between us Your public disrespect to potential buyers demonstrate the type of business that you run. I request that you do not ever contact me and delete all my personal information immediately

Good afternoon, Their response was reviewed there was a typographical error on my response and was intended to say have removed this company from our contact list I'd would like to keep things in perspective though after seeing the documents that were attached There appears to be two different firmsI have checked on our records and it does show that we have disabled this firm from our contact list as well We had no way of connecting the dots to the firm who initiated this complaintGoing forward the two companies involved with this file will no longer be on our active list It is my hope that this will take care of any issues If however, there are anymore firms that there is a shared interest it would be prudent on their part to provide them to be disabled The best method of submitting that to us would be either by providing phone numbers and company names That's all we can do to satisfy their request

This account dates back to September 28, so it makes it more difficult to resolveHowever, the sales rep that spoke to *** has worked here for a number of years and does not have a history of putting orders in when the client says send me something to reviewWe have a verification
department that confirmed the order with him In the verification everything is clearly explained to them including the price the book when it is payable etc there is no room for misunderstanding at that point If there was a misunderstanding that is usually where this would come out and the sale would be voided immediatelyIt is not in our best interest to send out orders that have not been pre-approved We also explained to *** that the verification will be recorded for quality and training purposes Because there has been so much time that has elapsed our system has purged out that recording I do have on record that *** called our office on December 1, to get more information and the end results of this was he had not seen the book his ad was in yet and could we please send it to him We sent a book out on Dec 7, that is the last we heard until he registered this complaint The ad was published in the book October 26, There have been reminder statements that have sent out on a regular basis did not get any feed back that there may have been an error on our part Don't know about you but when I get something in the mail that does not sit well with me at my office I make every effort to get it resolved right away.We had our PR department try to contact their office on a number of occasions to remind them their account was way over due Messages were left on February February & March 2, we were trying to avoid sending the account to collection With no other recourse that is where it ended up I believe *** was not acting in good faith and if he would have responded to our many calls and correspondence maybe this could have been avoidedHis company's file has been put on our DNC list due to the fact that it is in our best interest no one enjoys being accused of things they are not party to I have also decided to close his file with the collection agency unfortunately I'm unable to provide the recording of the verification at this time to refresh his memory of this order The amount of this invoice is immaterial to us but must mean more to them.In closing, I wish *** would have been less irresponsible and responded to the correspondence we sent out or at the very least returned any of the many messages we left on his answering machine, which he neglected to bring to light when placing this complaint with the Revdex.com The end result here is what they wanted but I wonder if he even thought about the consequences of his action.What keeps us motivated is being able to provide our great publications to as many of the communities as possible

Good afternoon, Their response was reviewed there was a typographical error on my response and was intended to say have removed this company from our contact list I'd would like to keep things in perspective though after seeing the documents that were attached There appears to be two different firmsI have checked on our records and it does show that we have disabled this firm from our contact list as well We had no way of connecting the dots to the firm who initiated this complaintGoing forward the two companies involved with this file will no longer be on our active list It is my hope that this will take care of any issues If however, there are anymore firms that there is a shared interest it would be prudent on their part to provide them to be disabled The best method of submitting that to us would be either by providing phone numbers and company names That's all we can do to satisfy their request

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/11/09) */
Good morning, I have spoken to the client (***) during which I was able to clarify her misunderstandings and had indeed provided her copies of the correct book with the ad their advertisement in them She had agreed to pay for one and and we
have agreed to remove their company from our contact going forward We have not received payment as of yet but have put their firm on our Do Not Call List I hope this satisfies them as well as closes the file with Revdex.com
Yours truly Sharon W***

Initial Business Response /* (1000, 10, 2015/11/09) */
Good morning, I have spoken to the client (***) during which I was able to clarify her misunderstandings and had indeed provided her copies of the correct book with the ad their advertisement in themShe had agreed to pay for one and and we
have agreed to remove their company from our contact going forwardWe have not received payment as of yet but have put their firm on our Do Not Call ListI hope this satisfies them as well as closes the file with Revdex.com
Yours truly Sharon W***

I'm not sure why there is anything to not accept We have closed the file and put this company on our DNC list effective immediately There is nothing more we can do at this point maybe client should respond with what they feel is unacceptable. Best Regards, *** ***Office Manager RMC

Complaint: ***
I am rejecting this response Please see the attached letter (pages) for further details Thank you for your time spent on this issue
Sincerely,
*** ***

After reviewing this our response There are two accounts that are still showing unpaid in our office as of today's date These were two separate orders that are months apart, *** *** *** was approved on November 06, (published December 07, 2015) second invoice for
the *** *** book was approved January 19, (published February 29, 2016) It is now one year later before a complaint has been filedIf there was an issue why did it take this long to try to resolveWe have the same address in our accounting system as what appears on this complaint and we have sent all of our correspondence to thereThis would include the first invoice showing the ad copy a day after the purchased dateIn both cases the book was not published at least a month from being sent to clientWe have sent numerous reminders indicating the account was in arrears If we did not follow their protocol why was this not presented to us right away. During the original conversation the person who approved should have explained to our representative the process they have to followIt is not in anyone's best interest to not accommodate their procedures It does appear this was not mentioned to the sales representative, there is another opportunity to address this and that is when the sales manager would have verified the purchaseIf this would have been raised then, the sale would not have been processed We have no record of an incident with this company in as was indicated in the complaint. We are not going to reverse these charges since they are way over due and our services have been renderedBecause these accounts have not been paid they are not on our active client list and will not be permanently removed going forward. This is not the resolution they are seeking but there is nothing else we can offer

To whom it may concern.First I would like to apologize for the lack of communication from our office not too sure why this has not been addressed by our Quality Control department as there are notes on the record that concur to what is being stated in the complaint but the communication began on
April 4th, 2018.I have tried to investigate this complaint to the best of my ability and unfortunately due to the timeline the sales representative has no recollection of this particular sale as she spoken to many customers since It is unfortunate we were not contacted by them when they received the original invoice that was mailed out on Feb 1, if there was a misunderstanding between them and our employee it could have been resolved prior to being published in the book March 26, 2018. There is no harm in treating our clients in a friendly manner we appreciate their business and don't take them for grantedWhen contacted the second time our protocol is to thank them for purchasing ads with us previously If it wasn't for their generosity then the booklets that we produce would not be possible to distribute free of charge to the community *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** ** ** ** *** *** *** *** *** ** ** *** ** *** *** *** ** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** ** *** When they called our office and said there was no answer that could be attributed to many factors -Call could be after hours, we only have so many lines and they could have been all busy but if that was the case we do have voice mail where there could have been a message left for us to return I have no explanation as to why our phone number would have shown up as a different company other then ours as the signal is generated from a *** not us* *** *** *** ** *** ** *** ** *** *** ** *** *** ** *** This would have to be taken up with the carrier itself. As far as researching our company on the internet not too sure what is the site it is but complaints are part of doing business and no one company is perfect but we do try our best to make a positive impact in the communities Canada wide.Many professionals have given the advice the internet is a great platform to provide information but you also have to be aware that it is also a source to vent without actually having the actual facts if you want to be influenced by it then that is your choice.What was determined upon investigation it did take a considerably long time to satisfy the account for the ad they say did agree to in safety bookIt appears this second invoice may be a financial strains it is a relatively new company This company has been deactivated from further contact from our company under their name and number that is currently in our systemWe also did not do what we normally do and take care of their concerns in a timely manner have chosen to void the invoice This should take care of everything.Regards,** ***
***
***

In an effort to? clarify this complaint I will present the history of this account? The original date this company was invoiced was August 22, the ad published September 19, ? Upon publication a copy of the book went to the clientOn November 29, they called our office
saying they did not receive anything we? explained we would have someone in our quality control area call them back? Their response was that we need to call? within days or they would report us (we were unclear? what they were reporting us for)We called them back on the same day saying they did not believe there was any representation of them? in the book and had not seen itWe explained to them in that conversation that we ? would send out another copy for their records? They agreed that once they received the? proof of publication and their company was displayed in it they would send paymentBut they? would like to be removed from being called in the future to which we compliedOn November 30,another book was mailed to themOn November 30, they called us back again to speak to our QC department they were? unavailable at the time but tried calling them back at a couple of different numbers but there was no answer, so left a message to call us backWe heard nothing back so assumed everything was fine? We did not receive payment so had placed the file in our public relations department on December 07, ? Their claim we never called them back is incorrect we keep detailed records and on December 20, we left a message for them to call us back - they did not return our call? On Jan 5, we called again this time no message was leftOn Jan 12, & February we left messages none of them were returnedSince they appeared to have received all of the reminder? statements and were reluctant in returning our calls felt we were at the end of our options and sent the account to collectionsWe heard nothing from them until Friday March 3rd, when they said they still had not? received a copy of the book and called us a scam.? They were quite rude with the? receptionist who was doing her very best to ascertain how we could resolve this in a professional manner? In the end they still had not seen the book and so our? receptionist re-confirmed the address and another book was mailed out on Friday? They also threatened to take legal action if we do not call them back on Monday March 6th, when the person who spoke to them originally on November 29, returns from holidaysThis file was given to him first thing and he called both the numbers we have first thing in the morning? none answeredSince we have no way of tracking first class mail to? ensure they get the copy that was sent on Friday, I have? escalated the process and by sending out another book by registered mail today and have also called the collection company to suspend action? temporarily until we know the book has been received and they follow? through with what? they? have been saying and make paymentIt has never been our intention to not get a book to them as we have made every effort possible to send them one every time they have said still had not received it? We hope that this will soon be concluded and we all be able to move forward