Rockingham Publishing

Review: The Daily News Record has dishonorable billing services.

I ran 2 adds in their classified section for 1/29-2/8. The pricing menu stated the number of days and the price per line per day. Because of this, I came up with the least amount of words I could resulting in 2 lines. I was charged the per day per line price for 2 lines for 10 days in print. I was not given credit for the 5% discount for prepaying. Nowhere through this process did it say they require a 3 line minimum and I was not charged for the 3rd line on this transaction.

After that add expired I ran another 2 adds for 7 print days each starting 2/28, for 2 lines each at the price listed on their menu or $1.80/line. Again, there was nothing printed anywhere that stated a 3 line minimum (which I do have a print screen showing that it is not stated, although since my complaint to them they have changed the menu to state it now), again I did not receive the 5% discount for prepaid but paid no attention to that. I placed my add for the menu price once again, trusting that once the computer calculated it, it would be correct for 2 lines at $1.90 per line as shown and I did not believe I had to recalculate the computer to make sure they were not sneaking in an extra per line charge per day this time. Unfortunately me being trusting, I didnt check the math and sure enough, they charged me for 3 lines each day and I accepted the price innocently believing it was calculated at their menu prices with no line minimum.

After this add expired I ran another set of adds and this time I still didnt question the end price as I had upped the print days so I knew the end price would be more, I had also added a 3rd line to one add, but again, believed that they were honoring the menu prices (with the exception of the 5% prepaid discount that did not get on any of the adds).

On the 3rd add re-run attempt, I logged onto the accounts page to look at how much we had been spending on these adds before I run another and seeing them all together listed with the final prices it struck me that they were off. I then did the math myself and discovered that they had overcharged me by $53.20 not even counting the 5% discount I should have received.

I called and explained the situation and was called back the next day. The web site had been changed to reflect the 3 line minimum and they offered an $8 credit for the 5% issue. I was politely told that it was my problem since the end bill I had agreed to pay regardless of what their menu price outlined. I was told that I should have caught it before paying. To me, this is like going to a restaurant, ordering one item off the menu, then handing the server your credit card to pay the bill and the server tacks on another half of an entree to pad your bill hoping you dont notice. Its shady and when caught, should be rectified, not turning it on the customer that they should have gotten their calculator out at the table and have the outlook that everyone is supposed to try to cheat you until they get caught. Bad business practices, bad customer service!Desired Settlement: Instead of honoring their mistake and refunding any amount, credit it for an additional add and offer an apology instead of trying to convince me that it is ok to put one price on a menu and sneak in additional charges at billing and have the mentality that if the customer didn't catch it before paying, its not their problem anymore.

Business

Response:

We appreciate the fact that the customer discovered an error in our online order entry system, which has since been corrected. We have had direct discussions with the customer to reconcile the billing errors and credits have been issued. In fact, the customer has continued to place additional ads with our publication.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The only solution they offered was to refund the $8.67 that would have been the 5% prepaid discount on each of the transactions. They told me it was basically my fault for not catching the overcharging by the extra line sooner and I was out of luck, but they did go and change the website. They did not offer any resolution to the extra $53.20 I was overcharged for the 3 Rd line they snuck in without listing that there was a 3 line minimum. As for running more adds with them, I ran 1 final add with them as they are the only option to reach an audience in our area by newspaper and I did so to at the least make use of the pathetic $8 credit. I am not satisfied with their solution or their customer service with this matter.

Regards,

Business

Response:

Spoke with [redacted] again on Monday 4/14 and did reconcile the billing issues and the customer was satisfied with the credits.

[redacted]r

Consumer

Response:

I received a call from a very understanding and helpful gentleman with the Daily News Record. I felt like I was treated professionally and respectfully. The website was updated to let others know of the 3 line minimum and the gentleman made amends for the amount I was over charged. I would be happy to continue using this news paper for advertising and feel like I spoke to someone who understands customer service. Mistakes happen in every business, it's unavoidable, it's how they are handled that matters.

Regards,