Studebaker Sons Paint and Drywall

[redacted] did pay to be in the [redacted] Book and he is in the [redacted] Book.  While it has taken longer than expected to get these books on to the course, the book is at the printer now and will be at the course in a matter of days.  I have attached...

pdfs of the pages that Mr. [redacted] will be on.  There are a lot of moving pieces that need to come together to get our products printed and we are finding new and more efficient ways to get things done on a daily basis.  In this case, the book took longer than expected to get printed, but Mr. [redacted]' ad time does not start (he purchased 2 years worth), until the books arrive at the course.

Attached is a completed guide with all of the customer's ads in the course guide.  We have also sent a copy of the course guide via [redacted] mail on 9/8/16 to the customer for his records.  We've contacted the course, and they have confirmed that they are distributing the course guides we...

have sent them.   We will be sending them another shipment as soon as they run out of their current stock.  We have followed through with our promise to produce ads, and the course has confirmed they are distributing guides to golfers.

The [redacted] course guide the customer signed up for is scheduled to ship to the course the first week of October 2017.  We are currently wrapping up production on the guide, and getting final approvals from other advertisers in the guide on their artwork. This guide is the 2nd year we are...

doing guides for [redacted], so we have to wait for the year 1 contracts to be up before we can ship the year 2 guides. The customers advertising time does not start until the guide is shipped to the course. Attached is the proof copy of what will be printed in the guide when it is shipped out to the course in the beginning of October 2017.

When I was asked to renew they did not clarify that it would be for "years 3 and 4".  I specifically asked them to check our file to verify the account was paid for two years worth of advertising.  The only response I got from Direct Fairways, specifically Antonio G[redacted] was that he only saw we were paid for 1 year, not 2.  I do have an email from him reflecting this.  I had to go through the Revdex.com to find out that yes, we have paid for year 2.  After I asked Mr. G to check our account to verify year 2 had been paid for in March, he immediately charged the credit card number on file $750.  He never verified a payment method, nor have I received a receipt.   The charges were only discovered when I checked my credit card balance. This is not a business credit card, it is my personal credit card I used to cover the March 2017 payment-- a one time situation. Direct Fairways should have verified their files to see that [redacted] Museum paid for two years of advertising - 1 payment in February 2017 and 1 payment in March 2017.  They should then solicit for early renewal for specific years--  if [redacted] Museum paid for 2 years of ads in 2017, meaning then 2017 & 2018 are covered and they should solicit for '19 & '20 ads.  This company should be verifying payment methods, or at least be notifying their customers they will be charging payment methods saved on file, and the amount they intend to charge, before they do so. I will also note that I have not received any emails or returned phone calls from Direct Fairways.  You do have the museum's number correct, you also have my cell number and my email address. My last contact with Direct Fairways was at 10:25am on September 12, 2017, when I again told Mr. G that he never verified we have already paid for two years.  He refused to acknowledge the contract I forwarded to him from March 2017, only telling me that I had already agreed to the early renewal.  I welcome any supervisor to contact me regarding this matter.

The [redacted] Creek course guide took a little longer than expected to be printed.  The course guides are printed and will be shipped to the course the week of 8/29/16.  In response to the customer's concern we offered her a free ad spot on the [redacted] Stage course guide...

book for 2 years.  This free ad spot is a value of $750.  The customer declined the offer.  Since she declined that offer we decided to give her an even better offer of doubling the size of the free ad spot on the [redacted] Stage course guide for 2 years which is a value of $1,125.  The customer again declined this offer. We felt this is a fair offer to make up for the above average production time for the course guide at [redacted] Creek.   Attached is a copy of the customers ad that is in the [redacted] Creek course guide that has been printed.

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Like I indicated in my complaint at the time of sale the publication was presented as a bi-fold with the upper right and lower left position available. I never would have agreed to the ad placement had it not been presented that way. See email presented by the first sales rep. Second, I don’t know who this competitor the company is speaking of because I’ve only been dealing with first line salesperson (Luke) and second line salesperson (Richard) at Direct Fairways. We did not come to a mutual agreement. Frankly, I asked for a full refund. The tactics used were unethical, deceptive and in poor taste not to mention not customer focused. Below are a few actions that prompted me NOT to do business with Direct Fairways and declare that it was a bait-and-switch situation:1. The original deal was rushed. Although I really advocated for it but that was based on the knowledge I had at the time.2. The second call from the second line salesperson stating that “Luke sometimes gets it wrong and the ad was never a bi-fold.” In my mind I thought he was trying to make the mistake made by the first line salesperson right. 3. The position the second line salesperson took indicating another top advertiser backed out at the last minute. At this point, still thinking the second line salesperson was trying to make the error made early on right. 4. After reviewing my correspondence with Direct Fairways and reflecting over the conversations I had to date, I began to question a few things. I would send the second line salesperson emails with my questions and rather than responding via email he was quick to call. He was clearly being very careful not to have anything in writing. In closing, Direct Fairways allured me in with one offering (presented falsely, I might add) and then proceeded to sell me another under the guise of “making it right!”

The customer agreed to the ads as she stated in the complaint.  She was confused when she was approached by a competitor for a similar product that is provided to the course.  Our standing company policy is not to refund.  However we did come to a mutual agreement with the customer...

that is satisfactory to both parties.  The customer also stated that she has agreed to the resolution.

I was told that the ad would be placed in May of 2017. It still hasn't been placed. As the ad is for a golf course, it should be for the summer. It does me no good for my company to have an ad in the winter months. I would like to have a refund, as they have not placed my ad. thanks

I have mailed out two copies of the book to [redacted]o the address he provided.  I have sent him a pdf of the page he is on as well as a picture of the page he is on in the physical book (Hole 10).  I cannot control the speed of the USPS.  [redacted] can also go to the golf course itself and pick up a book.

The guides have been printed and completed and were delivered to the course on 10/25/17.  The customer's advertisement is at the course.  We are still willing to offer a partial refund of $250, and give the customer their full 24 months of advertising.

The golf course this customer signed up for with advertising is currently under contract with another advertising company, that contract will be completed summer 2016.  Our contract begins this fall and runs for multiple years.  Our products with this customer's ad will be distributed on...

the course beginning this fall.  Due to a misunderstanding of delivery times, we have now offered a resolution to the customer and they have verbally accepted.  This customer and our company are now in good standing with expectations of advertising to be represented this fall.

We've offered the customers for this complaint a resolution, and we are waiting to hear back from them.  I will update you with any further communication we have with the customer.Thanks,Lauren J[redacted]Customer Service ManagerDirect Fairways

After further review of the file we did see that there was in fact a 2nd charge of $200.  A refund of $200 has been processed back to the customer's [redacted] account.  A copy of the refund receipt has been attached to confirm the refund has been processed.  Please let us know if any further information is needed to resolve.  [redacted]

Since we have already gone to print on this product we won't be able to issue a refund.  However instead of starting the advertising time to run from 8/30/17 - 8/30/18 we will hold off on starting the ad time until the opening of the spring golf season 2018, and will allow the ad run through the end of 2019.

I have repeatedly tried to get a hold of [redacted].  His ad was produced and sent to the course a while ago.  I do not know who he spoke to at the course, but they gave him misinformation.  His ad was published, as promised and we sent him a hard copy in addition to an email containing a pdf of the page he was on in the book. Thanks, James

Hello,We just now received the course guide from Direct Fairways in the mail on April 4th, the same date this complaint was filed. This is the very first time we have seen this. That will take care of the $375.00 charge. Per the attached documents I was also charged $200.00 for advertising on the score card. That was never done. I would like the refund of $200.00[redacted]

Our contact at the course is Rian B[redacted] who is the owner of the course. We have confirmed that they received the course guides on 10/6/17.  Attached is the signed contract we have with the course to provide their course guides. I'm not sure who the customer spoke with at the course who said they are not using our course guides. We can still make changes to any future printings of the customers artwork if they would like to change the ad.

The customer's ad was completed and delivered to the course for distribution on 8/11/16.  Attached is a copy of the course guide and advertisement.  A copy of the course guide was mailed to the customer on 4/4/17.  Please feel free to contact us at [redacted].  Thank you.

The customer authorized a transaction to their credit card for an ad spot at on one of our courses.  On the Direct Fairways reservation contract it states that, "the contract shall not be changed, modified, or cancelled."  It also states that, "this agreement is non-cancellable."  The...

customer received a copy of their reservation contract the date that they authorized the transaction for their ad apace.  The particular course they chose to have advertising on is still in the process of being finalized to be printed.  We offered a resolution to this customer in lieu of a refund which [redacted] accepted, but still requested an additional refund on top of the resolution.  We will follow through with our end of the contract, and create an ad for the customers company that will be on the course guide the customer agreed to advertise.