The Beaumont Enterprise

Customer was started on April 26, Customers account was stopped on 12/18/after she placed a call to our call centerAs a rule we don’t sell any of our EZ Pay subscriptions as “term” subscriptions They are all sold as a subscription that runs until the customer cancels or does not pay The form filled out by the customer (and she should have received a copy of this at the time of her subscribing) says in part “This authorization is to remain in full force until The Beaumont Enterprise has received written notification from me of its termination ” we will always take this same information should a customer call usAs for the rate increases the customer noted there things at work here: Customer signed up under a promotional rate The language on the new start form the customer would have had to sign (see above) reads in part “All subscriptions continue at regular rate after promotional period ends until cancelled by customer.” There was a subscriber price increase in October of There was a subscriber price increase in November of As the customer indicated, she was on EZ pay, but we could not have set her up with that type of payment plan without her consent (we wouldn’t have the information otherwise) In the year plus time frame the customer wants a full refund she would have continued to receive the paper Additionally there would have been the ongoing charge on the card that the subscription was being charged to There was never any contact from the customer until decembr of We will contact the customer and try to come to some type of agreement that is fair for all parties Once we have done so, I will update the response [redacted] | Assistant to the Publisher/HR Beaumont Enterprise | Main St., Beaumont, TX

· New start for Mr [redacted] was entered into our system on 9/for a start date of 9/· 9/ Delivery should have started · 9/ Customer complained delivery had not started · 9/ Customers account was credited for missed deliveries · 9/ Customer complained no paper · 9/ Customer complained no paper, that delivery was made to the wrong house · 9/ Customers account was credited for missed delivery days · 10/ Customer calls to stop and requests a refund · 10/ Customers account was stopped · 10/ and 10/two separate credits issued totaling $20.00, the amount paid We did not do a good job servicing Mr***’s account We would like another chance at some point to try to do a better job

Customer is correct that customer was offered weeks for $ This was done by a company we contract Tele-marketing services to It was done days after a price increase went into effect for the Beaumont Enterprise of $0.50/week per customer It was an honest mistake by the contracted telemarketing company This is what caused a difference in what customer was told over the phone and the bill that arrived in the mail Had customer contacted the Beaumont Enterprise directly we would have been happy to honor the offer that was made to the customer as it was not the customers fault We would still be glad to honor the price that was offered to the customer However, customers desired settlement is to never be contacted by the Beaumont Enterprise again To that end, customers phone number has been registered with all companies that make calls on our behalf, as a DO NOT CALL Should the customer still want the original offer that was made we would be happy to honor that offer Customer can call the Circulation Director directly to start the paper at the price offered above Paul Banister We work very hard at the Beaumont Enterprise to treat all customers with the utmost care We certainly do not lie to our customers nor do we target senior citizens in any manner Our subscribers are the life blood of our newspaper and as such it would be counterproductive for us treat our customers in the manner that customer suggests in their comments to the Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11732844, and find that this resolution is satisfactory to me Sincerely, *** [redacted] The response by the Beaumont Enterprise is an unsatisfactory solution but I realize they will not resolve it as I feel it should be resolved Rather than continuing the back and forth I will "accept" their "resolution" They need to understand they have lost a customer from now on--I will NOT resubscribe to the Beaumont Enterprise ever

Customer complained that her one year paid subscription did not last one yearOn our customer bills we state: “Our subscriptions include occasional premium issues For each premium issue you receive, your account will be charged an additional fee up to $ As a result, the length of your billing period will be shortened.” Additionally our customer bills state: “PRICES ARE SUBJECT TO CHANGE” Both of these lines are also included in our newspaper every day (page 2A) Customer even notes that the language described above was providedCustomer asked that her subscription be extended to her one-year date As a matter of good will I did this I also contacted customer to discuss the issue with her and inform her of the credit being issued to her account We had a nice discussion but ultimately could not agree on the situation beyond the issuing of her credit

Complaint: I am rejecting this response because: Sincerely, [redacted] My problem with this subscription was that my check in October, was paying for a week subscription and the memo on the check stated 10-25-15--10-24- Those dates were obtained from the billing office--I called and asked when my subscription ended and was told 10-25- So I placed a memo on my check for the 10-25-15--10-24-dates from information I had gotten from the billing office My problem is that the Beaumont Enterprise had no problem cashing the check with clear dates written on it for the week subscription but now want to go back and say the contract has changed I told the lady I talked with in April that if I had a business and had a price set for a designated time, I could not go back and change the contract during the time frame involved That is exactly what they are doing If they are not going to honor a week subscription for the weeks they need to redo their bills On each of the bills I have received, there have been designated time frames for subscriptions If they are NOT going to honor that time frame, they need to change their billing practices As a result, I will NOT have a subscription with the Beaumont Enterprise any longer--why would I pay for a subscription and have them come back later and change the terms--makes absolutely no sense!!! would I pay for something with one price and have them come back later and say I owe more--makes absolutely no sense!!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11713088, and find that this resolution is satisfactory to me Sincerely, [redacted]

· Customer was inexplicably charged the additional $ These charges are system driven and cannot and were not manipulated by a person· Customer did call our Customer Service Call center on 9/ As this is a contract call center I do not know about the different answers customer was given But it could be a simple matter of the representative not knowing the answer or being confused I do not think the service rep was purposely trying to mislead the customer.· We spoke with the customer, locally, on 10/ We looked into the issue of the $charge, determined it should not have happened At that time we informed customer that we would issue a credit to her for the $24.41· All paperwork was processed in a timely fashion to facilitate the refund Upon receipt of this complaint, we verified that everything had been done to ensure refund, it has, and the customer should be receiving it very soon.· All of our customer touch points, new start forms, our website, customer billing, and the newspaper itself have language concerning the inclusion of premium issues in each subscription This is not anything new and has been in place prior to subscriber starting their subscription

Complaint: 11775980 I am rejecting this response because:That is the truth when I told them I want to finish my month they told me I did not have any days left so I stop it that day .I don't understand if they charge a month to my account why did it not go to the that timr period. They did not offer a refund try to work on things .They need to listen to the call they said they record. Sincerely, [redacted]

Customer is correct that our system charged her $on 9/11/2016. These are system charges, not manual charges. I can’t be certain as to why the system charged her the amount it did. We will credit the customer the amount in question and refund her the $that is in dispute

Complaint alleges this involves a contract dispute That is not the case as we do not have a contract with the subscriber.Customer was on a promotional rate of $2.50/week for our day subscription, retail value of $ This represents a discount of $3.50/week or over 58%.On 7/17/
the amount of discount for this promotion changed to $3.00/week to the customer which represented a discount of $3.00/week or 50%.On October 12, all Beaumont Enterprise subscriptions had a price increase of $0.50/week This brought the customers rate to $week This represents a discount of $week or almost 42%.Customers' bills after the 7/change in their promotional allowance and after the 10/price increase reflected these pricing changes Customer continued to pay at their old rate of $2.50/week and ignoring the price changes that had taken place (please see bills that were attached to customer complaint).Customer neglected to send the portion of the bill that states the following: PRICES ARE SUBJECT TO CHANGE: The Beaumont Enterprise continues to make a concerted effort to keep the cost of subscriptions at a minimum for our readers When a price change or frequency of delivery change occurs, each subscriber's expiration date will be adjusted based on the credit balance on their account.It is the two pricing changes, noted above, along with customer's failure to pay the price listed on the bills that caused them to fall into arrears and for their subscription to be stopped.Customer's desired outcome of a $2.50week rate based on their 11/20/phone call is not something we can do The promotion the customer were on has ended, and there was a price increase At the time of the 11/20/phone call the customer's rate was already $3.50week and not $2.50/week.On April 23, we restarted the customer's account We credited their account $for past due amounts in an effort at good faith and to try and keep a good customer Customer was restarted at the rate of $3.50/week (which is still a substantial discount over our retail price of $and includes free delivery to their home).Thank you for your review,*** ***Beaumont EnterpriseCirculation Director

Circulation department was unsuccessful in our attempts to contact *** *** We have sent her check back and we have stopped her paper as requested

Customer
contacted the Beaumont Enterprise on 9/16/complaining about a “premium
charge” on her bill for VIP magazine. At the time of the call the
customer did not ask for a credit for the “premium charge”
Customer
claims this practice is deceptive. However that is
not true. All of
our New Start Forms, Mailed Customer Bills, Alternate new start methods
(Website etc.), and the Newspaper everyday itself contains the following “Our
Subscriptions may Include Premium Issues. For each Premium Issue, your
account will be charged an additional fee up $in the billing period when
the section publishes. This will result in shortening the length of your
billing period”
The
VIP magazine charge is for $per month. Customer had such charges
on their account. The customer’s account has been credited for the
$5.00. Additionally customer has been placed on a list to ensure going
forward she is credited back monthly for this particular premium charge.
All of this could have been accomplished when customer spoke with our customer
service rep on 9/

Recently we received and responded to a Revdex.com complaint lodged by *** ***. Our response was “rejected” by the customer This is our official response to the customer’s rejection: We believe in and stand by our original answer. Additionally customer’s reliance on what is written in the memo line of the check does not meet the standard of a legally binding agreement. While it helps to identify the purpose of a check, it does not bind the recipient

Revdex.com:
By mutual agreement with an employee and the Beaumont Enterprise, I paid a lump sum of $4/21/to settle any short falls to previous payments The delivery of the paper did start on 4/23/and worked as scheduled until 5/4/ No paper and again on 5/6/no paper I talked with a nice lade in the circulation depteach day and she agreed to work with our Beaumont Enterprise carrier to see that we receive a paper each scheduled day Her name was ***.So we will see how things go in the future
Sincerely,
*** ***

·
New
start for Mr[redacted] was entered into our system on 9/for a start date of 9/
">·
9/
Delivery should have started
·
9/
Customer complained delivery had not started
·
9/
Customers account was credited for missed deliveries
·
9/
Customer complained no paper
·
9/
Customer complained no paper, that delivery was made to the wrong house
·
9/
Customers account was credited for missed delivery days
·
10/
Customer calls to stop and requests a refund
·
10/
Customers account was stopped
·
10/
and 10/two separate credits issued totaling $20.00, the amount paid
We
did not do a good job servicing Mr[redacted]'s account. We would like another
chance at some point to try to do a better job

The carrier is now tying my paper.Sincerely, [redacted]

Customer requests paper earlier than our delivery takes place in the area in which she lives.  We have tried to accommodate customers’ requests to the best of our ability but it is not possible to do on a regular basis.   Customer has been contacted by the District Manager, as...

well as our in house customer service representative.  Additionally we offered and customer accepted a credit to their account for $18.26 for papers that were missed. Going forward customer has the Customer Service number to call, the District Manager to call as well as a local Customer Service representative to help with any of her delivery issues.   We appreciate the customers point of view, but in fact the Beaumont Enterprise is not lying to customers and just taking their money.  Customer has been credited for missed deliveries and been given three different phone numbers to call.

7/22/16 Revdex.com contacted Circulation Director, [redacted] by phone who provided the following business response:  We will get in touch with the Carrier and District Manager to make certain her service has been resumed.  Additionally, we will credit her for the week that her paper was not...

delivered.

On
December 15, 2014 we received notification of a complaint against the Beaumont
Enterprise from:
 
[redacted]
[redacted] Dr.
Beaumont,
TX 77706
[redacted]
[redacted]
 
I
called Mr. [redacted] on December 15th after researching his...

account with
the Beaumont Enterprise.  Mr. [redacted] did indeed subscribe through a door to
door sales promotion and had renewed his subscription one time after the
initial sign up period was over.  Mr. [redacted] had a Sunday only subscription
with the Beaumont Enterprise the entire term of this subscription.
 
Mr.
[redacted] received a call from one of our contracted tele-vendors asking to renew
and attempting to collect an accrued balance on the same call.  The
accrued balance was $5.25.
 
First
I assured Mr. [redacted] that we would discontinue delivery of his paper, second we
would remove the $5.25 accrued balance from his account.  Lastly I
explained to Mr. [redacted] that the “business practice” he wanted us to change was
in fact a very common practice.  Many companies extend “revolving” credit
to their customers on a monthly basis, and that this situation was no
different.
 
He
seemed to be satisfied with the conversation, explanations and resolutions.
 
[redacted]
Beaumont
Enterprise
Circulation
Director