Regional Maple Leaf Communications

Initial Business Response / [redacted] (1000, 14, 2016/02/23) */ Case # [redacted] Here are the details of this account to the best of my ability Yes, on 09/18/ [redacted] and [redacted] did speak to each one anotherThis is how the conversation would have progressed based on our companies procedures [redacted] would have first established if she was speaking to the person who could make financial decisions [redacted] 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 [redacted] 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 [redacted] there is one final step and that a manager ( [redacted] in this case) needed to verify the purchaseAfter introducing himself [redacted] told [redacted] that this part of the conversation may be recorded for quality control (attached the audio file) We have no idea why [redacted] would actually accuse us of editing the file If you listen closely enough you will hear a background page for [redacted] , (me) [redacted] says when she heard the recording we failed to inform [redacted] that the verification was being recorded which is incorrect In the recording though when [redacted] was asked if he uses P.O's for advertising, he stammered a bit and said he was a small firm and and overwhelmed, [redacted] then went on to say sure so it's ok to just invoice you and [redacted] says right [redacted] 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 [redacted] 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 [redacted] was doneOne more invoice was sent out on November 26, We got light of an issue on December 1st when [redacted] 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 [redacted] was speaking to [redacted] 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 [redacted] '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 [redacted] 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, [redacted] Initial Consumer Rebuttal / [redacted] (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 [redacted] 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, [redacted] will consider clarifying their procedures to prevent further confusion in the companies it deals with

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,? [redacted] Office Manager RMC

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 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 [redacted]

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

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ? 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

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 [redacted] Office Manager

Good morning, It is not our desire to not follow through with a clients request If is their wish to be removed then we do exactly that The National Do Not Call List does not mitigate business to business relationships Companies are to maintain their own lists and apply it as such which we do So effective today's date we have added the following phone number to our own list in order to satisfy this request [redacted] Company Name: [redacted] in [redacted] If there are other numbers associated to this company then it would be wise for that information to be provided as well I'm sorry this has happened and hopefully all is taken care of now Best Regards [redacted]

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 unacceptableBest Regards, [redacted] Office Manager RMC

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