The Avedis Group, 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.
Regards,
*** ***

As a long term Buffalo News subscriber since 2006, there is a history of successful communications between the customer and Subscriber Services for various subscription related activity (report service issues, stop/starts, notes, billing, payments, etc.) However,Subscriber Services did not receive a...

call to cancel service from the subscriber for this account# [redacted]. The subscription ended after the three month renewal grace period lapsed, resulting in a balance of $67.45 for newspapers delivered from 2/13/17 to5/14/17. During the three month period, we mailed three invoices on 1/3/17, 3/13/17 and 4/3/17.The invoice reads as follows:• Your subscription (print/digital) will continue and accrue charges unless you call The Buffalo News to cancel (A grace period is provided for renewal subscribers to prevent delivery interruptions due to renewal payments posted after the last payment expires.)Our last documented communication from the subscriber was noted by two separate phone agents on 6/1/17 regarding the attempt to start a new subscription and owing a balance for the previous newspapers delivered. We make a great effort to document call center communications when they occur. Over the past several years, we have successfully communicated on various issues regarding this account so this would support that a phone call to the call center would have accomplished the cancellation request as needed at the time. However, we know that the Buffalo News itself houses many departments and perhaps the communications were to another department. So, on this matter, we will extend a gesture of goodwill by forgiving the current $67.45 balance and cease all collection efforts for this account.Please contact Subscriber Services at ([redacted] to initiate your subscription orde ror if there are any further questions related to this issue.Regards, Jennifer [redacted]Customer Service Manager[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The $20 is being refunded to the customer's credit card. The process can take 5 to 7 business days because the account has to be credited first and then the refund transaction has to be processed. We apologize for any confusion; however, the customer will receive the refund for $20.00. If there are any other questions, I can be contacted at ###-###-####.  Jordan I. Customer Service Manager The Buffalo News

The Buffalo News received an email to our [redacted].com email address from Mr. [redacted] on Tuesday November 24, 2015 regarding receiving multiple solicitation emails since stopping his subscription on January 25, 2009. Mr. [redacted] stated that he had clicked the unsubscribe button on...

numerous emails; however, he continued to receive emailed offers from the Buffalo News.  A reply was sent to Mr. [redacted] on Wednesday November 25, 2015 informing him that his email address was attached to his previous account and that it would be removed immediately to stop him from receiving any future emailed offers. His emailed address was deleted, but the initial email response should have also noted that it can take up to 30 days to clear his email address completely from our system.  We apologize for this confusion and for Mr. [redacted]'s email address not being removed any previous times he stated that he contacted us. If there are any further questions related to this issue,
please contact Jordan I., Customer Service Manager at ###-###-####. Jordan I. / Customer Service Manager The Buffalo News, a Berkshire Hathaway Company

The Buffalo News has been in contact with [redacted] regarding a payment of $60.00. We were first contacted by Ms. [redacted] on 11/2/15. Her Buffalo News subscription was stopped on 10/18/15 due to an outstanding payment. When we were contacted Ms. [redacted] stated the she made a payment on the...

web for $60.00 on 10/22/15. When we informed her we did not see her payment in our system she stated she would contact her bank and call us back. We received a mailing from Ms. [redacted] with a copy of her bank statement attached showing a payment of $60.00 from her checking account with the description 'Buffalo News Bill Payment.' On 11/18/15 one of our representatives left her message informing her that we would need either the Buffalo News account number that was listed on her payment or we would need to contact the bank to have them fax or email us a copy of the payment information. I have recently been in contact with Ms. [redacted] (1/4/16) to inform her that we have not received the correct information from the bank and that we are unable to locate her payment. A message has been left for Ms. [redacted] (on 1/6/16) to contact me so that I can call her bank with her to inform them of the exact information we need to determine where the payment was sent. We apologize for any confusion or inconvenience this has caused. If there are any further questions, please contact Jordan I., Customer Service Manager at ###-###-####.

Upon starting the newspaper September 26, 2009, this subscriber received a "welcome letter" that informed him of the Buffalo News subscription order and billing policies. This letter encompasses the details regarding billing and cancellation processes. These details are also included on the front of...

the subscriber invoice/renewal notice which is mailed three weeks prior to the paid subscription expiration. The invoice reads as follows: • Your subscription (print/digital) will continue and accrue charges unless you call The Buffalo News to cancel. Since starting of the subscription, this subscriber has successfully contacted the Subscriber Service Call Center by phone over forty times to complete temporary vacation stops and to report service related issues for account credits during the seven year subscription tenn. Having successfully contacted Subscriber Services by phone numerous times during the course of the subscription would support that a phone call would have accomplished the cancellation request as needed in May 2016. Even though, the paid subscription term ended May 12, 2016, the account remained active and newspapers were delivered during the renewal grace period until we were contacted with the cancellation request. There were three renewals notices mailed ( 4/25/16, 6/13/16, 7 /4/16) requesting action. The subscription was cancelled effective July 9, 2016 per a direct phone call to Subscriber Services after Sophie handled the call. The remaining balance on the account is $33.04 for newspapers delivered from 5/12/13-7/8/16. As a long term subscriber who renewed manually in a timely manner, we will extend a gesture of goodwill by writing-off the current balance and cease all collection efforts for this account. Please contact me if there are any further questions related to this issue. Regards, Jennifer P. Customer Service Manager

A Sunday & holiday subscription was started on 12/28/14 for this customer. At that time the customer made a one-year payment. Upon the start of the subscription the customer was mailed a welcome letter which stated the subscription would continue unless the Buffalo News was directly contacted to...

stop service. This was also stated on bills that were mailed on 11/23/15, 12/28/15 and 1/11/16.  The customer spoke with an agency that we use to collect payments in January 2016. At that time the customer made a payment of $20.00. After the customer spoke with one of our phone representatives on 1/26/16 the subscription was stopped for 1/29/16. The payment of $20.00 and the $6.00 balance was for paper deliveries made after the initial payment ran out. However, due to any confusion I have eliminated the customer's $6.00 balance and will provide a one-time credit of $20.00 for the January payment. This $20.00 credit will be refunded back to the credit card used to make the payment.  We apologize for any confusion or inconvenience this has caused. If there are any further questions, please contact Jordan I., Customer Service Manager at ###-###-####.   Jordan I./Customer Service Manager The Buffalo News

In September of 2016 the billing terms for the Buffalo News were changed from weekly to monthly. Prices were also increased at this time.Traditionally, we have billed subscribers based upon a weekly term where customers paid aselected number of weeks. We decided to simplify our billing and follow...

the industry standard of monthly billing. We recalculated our subscription rates to cover a single month regardless ofthe number of days (28-31) in that month. This change affected all of our subscription rates.This customer was a seven-day home delivery subscriber. We were contacted by the customeron 1/23/17 to stop the subscription due to the price increase. The subscription was stopped onthe expiration date of 1/29/17.The customer's yearly rate was previously $247.00. The price was increased to $261.00 yearly as of 9/11/16. The customer was mailed subscription renewals with the monthly terms and newprice. The first renewal was mailed on 8/24/16 and a second was mailed on 10/17/16.The customer contacted Buffalo News Subscriber Services ([redacted]) on 10/27/16 andspoke with one of our customer service representatives. The representative explained the billing and price changes. The customer said she refused to pay monthly terms and was going to calculate her billing using weekly terms.We apologize if there was any confusion, regarding the subscription price increase, caused by the conversation with our service representative on 10/27/17.If there are any further questions related to this issue, please contact Jordan [redacted],Customer Service Manager, at ([redacted])