August 21, Dear [redacted] ,We are in receipt of the letter regarding the complaint filed by [redacted] ***, submitted August 21, 2014.We have discontinued offering home delivery in the [redacted] areaAfter a review of [redacted] ***’s account, it does not appear the proper steps were taken to process the refund as requested We would never refuse to refund monies on a subscribers account I submitted a request to our accounting department to issue a full refund in the amount of $to [redacted] *** I’ve asked the request to be expedited, since she has been waiting since JuneGenerally, refund checks take approximately 7-business days to process.I apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issue, and the delay in processing her refundI will speak to our customer service supervisor and find out why her request was not honored, even after several contacts.If you have any questions, please feel free to contact me at ###-###-#### or [redacted] .Sincerely,
Thank you for providing us the opportunity to respond to the complaint from [redacted] , ID # [redacted] .In regards to the customer service issue identified in the complaint:In reference to the complaint of the budget being a flat fee this was a miscommunication between the PA Media Group and the client, [redacted] The budget is a “do not exceed” amountThe client budgeted his maximum spend to $1,per month In a competitive field such as bidding on mortgage terms in a pay per click model, an $1,spend is not going to have much money remainingLarge mortgage corporations and banks and lenders are all bidding on these terms as wellAds started without client approval– Yes, we agree that this happened, unfortunately it was a miscommunication that we should have done a better job onMaximum budget is that it will not exceed the requested $1,This is a pay per click campaign and the program is electronically designed to bid on key terms and pace according to the designated time frame, ie daysThe amount of this portion of the campaign from 3/1-4/was $No budget was exceededIn reference to the complaint of certain categories getting more revenue spent against them than others, ie calculatorsIt appears that we did not change these keywords as requested, when the request was madeThe ultimate goal of a pay per click campaign is to get potential customers to click on the adsWhile budget was not exceeded, better communication on our side would have been beneficial [redacted] spent a total of $for the duration it was liveThree leads were submitted as indicated in the complaintRegarding the notification of the leads, the advertiser should receive a notification to his [redacted] page just like we supply for any other activity that happens on **How to access the leads could have been more clearly communicated to [redacted] Weekly reports were sent to the email address on 3/and 3/on file for this client which is a working email address and has been used for prior and current communications with the client through an automated systemUnfortunately, the next two week reports were not delivered as promised [redacted] received a final report on 3/30/ [redacted] ads not being responded to complaint: the client did not purchase a program from us that entails our responding to his clients, he purchased a program that was for the purpose of PA Media Group placing posts on [redacted] to generate interest and engagement with his brand, [redacted] It would seem that this was not communicated wellThe customer should have been advised that he could retrieve his own reports in addition to us sending them to himThe sales rep involved in the sale was trying to make less work for [redacted] by having the reports sent directly to Dan at the company as a courtesy rather than have [redacted] take extra steps to retrieve them himselfThe keyword cost is an estimate, as pay per click is a bidding systemPA Media Group can estimate what the cost per click of a certain ad term is, based on what that term sold for over the course of the last daysMany factors can influence the mortgage industry terms to increase in price, including favorable weather with more house hunters out, time of year because people prefer to move with children when school is not in session, mortgage and lending rates, etcMore communication and emphasis on this being an estimate may have helped, however, this customer had advertised with us from 12/24/through 01/23/for one month and he may have expected prices per click to resemble that time frameIn reference to him having access to his analytics earlier, it is his website and he has ownership access to [redacted] analytics on his siteLow quality score is not the only reason for a high PPC, it is also the result of bidding on VERY competitive termsDuring the sales call, based on statements the client made, it appeared he had a deep and thorough knowledge of Google analyticsWe have a day out clause; if the client ran less than days, his commitment to us was for daysThis allows time to stop and modify upcoming bill schedules and ensure all ad copy stops running as wellThis may or may not have been communicated and reiteratedThe additional billing of $4,has been adjustedThis should not have been billed at allThis was a fail on our part.The customer requested outcome is to pay $for services rendered that significantly exceed that valueAs a gesture of good will and due to what appears to be miscommunication in many aspects, lack of communication on others as well as a lack of understanding the process, PA Media Group will adjust the client billing from $1,to $Sincerely,Yupha M***
[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 is satisfactory to me I have received the vacation pack for 8/2, 8/4, & 8/ They have apologized for the confusion, but still did not admit that the whole thing was their mistake (I still have the Vacation Pack Confirmation e-mail that their system sent me which confirms that I entered the information correctly) I dread the next time I need to submit a vacation pack Regards, [redacted]
[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 is satisfactory to me Regards, [redacted]
The Patriot News(or their distributor) will not STOP delivering "the Patriot Plus." I've called many times with no return callsI've submitted a complaint through the Revdex.com which stopped the delivery for a couple weeksPlease STOP delivering on [redacted] e St, Harrisburg, PAThe blue bags are littered all over the streets because no one is picking them upI have never requested for these papers so please STOP delivering them.Desired Outcome: Stop delivering the Patriot Plus on [redacted] **, Harrisburg, PA
September 22, Dear [redacted] We are in receipt of the letter regarding the complaint filed by [redacted] , submitted September 18, 2015.I apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issueI was able to locate the subscription payment of $dated June 26, It was misapplied to another subscriber’s account Part of our business practice is to request proof of payment in order to research the missing payment [redacted] should not have had to make multiple phone calls to resolve this issue And even though there are times a supervisor is not immediately available, we will contact the customer within hours or the next business dayThe payment of $has been transferred to [redacted] ’s subscription, and delivery is scheduled to restart Thursday, September 24, In addition, I will speak with both our accounting and customer service teams regarding the manner this situation was handled If you have any questions, please feel free to contact me at ###-###-#### or [redacted] @***.comSincerely, Yupha M***
October 12, Dear [redacted] ***, We are in receipt of the letter regarding the complaint filed by [redacted] ***, submitted October 8, After a review of our database, it does not appear the proper steps were taken to remove [redacted] from our delivery list Effective immediately, our database has been updated and no further deliveries will be madeThe field manager has also been alerted, and will speak with the carrierIn addition, a field verification will be performed to ensure deliveries have been stopped permanentlyI apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issueOur customer service supervisor will review the process of handling these types of requests with our customer service team to prevent this from happening in the future.If you have any questions, please feel free to contact me at ###-###-#### or [redacted] @acspa.comSincerely, MsYupha M***
This company is represented by a delivery person who enjoys loud music Loud enough to wake the neighborhood at 6am twice/week At least phone calls to customer service, and at lest emails to PA Media Group had no replies or results Beyond the customer service line and anonymous email addresses, they make it impossible to talk to anyone This is not a company that shows concern for the community they claim to be a part of
August 21, Dear [redacted] ,We are in receipt of the letter regarding the complaint filed by [redacted] ***, submitted August 21, 2014.We have discontinued offering home delivery in the [redacted] areaAfter a review of [redacted] ***’s account, it does not appear the proper steps were taken to process the refund as requested We would never refuse to refund monies on a subscribers account I submitted a request to our accounting department to issue a full refund in the amount of $to [redacted] *** I’ve asked the request to be expedited, since she has been waiting since JuneGenerally, refund checks take approximately 7-business days to process.I apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issue, and the delay in processing her refundI will speak to our customer service supervisor and find out why her request was not honored, even after several contacts.If you have any questions, please feel free to contact me at ###-###-#### or [redacted] .Sincerely,
Thank you for providing us the opportunity to respond to the complaint from [redacted] , ID # [redacted] .In regards to the customer service issue identified in the complaint:In reference to the complaint of the budget being a flat fee this was a miscommunication between the PA Media Group and the client, [redacted] The budget is a “do not exceed” amountThe client budgeted his maximum spend to $1,per month In a competitive field such as bidding on mortgage terms in a pay per click model, an $1,spend is not going to have much money remainingLarge mortgage corporations and banks and lenders are all bidding on these terms as wellAds started without client approval– Yes, we agree that this happened, unfortunately it was a miscommunication that we should have done a better job onMaximum budget is that it will not exceed the requested $1,This is a pay per click campaign and the program is electronically designed to bid on key terms and pace according to the designated time frame, ie daysThe amount of this portion of the campaign from 3/1-4/was $No budget was exceededIn reference to the complaint of certain categories getting more revenue spent against them than others, ie calculatorsIt appears that we did not change these keywords as requested, when the request was madeThe ultimate goal of a pay per click campaign is to get potential customers to click on the adsWhile budget was not exceeded, better communication on our side would have been beneficial [redacted] spent a total of $for the duration it was liveThree leads were submitted as indicated in the complaintRegarding the notification of the leads, the advertiser should receive a notification to his [redacted] page just like we supply for any other activity that happens on **How to access the leads could have been more clearly communicated to [redacted] Weekly reports were sent to the email address on 3/and 3/on file for this client which is a working email address and has been used for prior and current communications with the client through an automated systemUnfortunately, the next two week reports were not delivered as promised [redacted] received a final report on 3/30/ [redacted] ads not being responded to complaint: the client did not purchase a program from us that entails our responding to his clients, he purchased a program that was for the purpose of PA Media Group placing posts on [redacted] to generate interest and engagement with his brand, [redacted] It would seem that this was not communicated wellThe customer should have been advised that he could retrieve his own reports in addition to us sending them to himThe sales rep involved in the sale was trying to make less work for [redacted] by having the reports sent directly to Dan at the company as a courtesy rather than have [redacted] take extra steps to retrieve them himselfThe keyword cost is an estimate, as pay per click is a bidding systemPA Media Group can estimate what the cost per click of a certain ad term is, based on what that term sold for over the course of the last daysMany factors can influence the mortgage industry terms to increase in price, including favorable weather with more house hunters out, time of year because people prefer to move with children when school is not in session, mortgage and lending rates, etcMore communication and emphasis on this being an estimate may have helped, however, this customer had advertised with us from 12/24/through 01/23/for one month and he may have expected prices per click to resemble that time frameIn reference to him having access to his analytics earlier, it is his website and he has ownership access to [redacted] analytics on his siteLow quality score is not the only reason for a high PPC, it is also the result of bidding on VERY competitive termsDuring the sales call, based on statements the client made, it appeared he had a deep and thorough knowledge of Google analyticsWe have a day out clause; if the client ran less than days, his commitment to us was for daysThis allows time to stop and modify upcoming bill schedules and ensure all ad copy stops running as wellThis may or may not have been communicated and reiteratedThe additional billing of $4,has been adjustedThis should not have been billed at allThis was a fail on our part.The customer requested outcome is to pay $for services rendered that significantly exceed that valueAs a gesture of good will and due to what appears to be miscommunication in many aspects, lack of communication on others as well as a lack of understanding the process, PA Media Group will adjust the client billing from $1,to $Sincerely,Yupha M***
[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 is satisfactory to me I have received the vacation pack for 8/2, 8/4, & 8/ They have apologized for the confusion, but still did not admit that the whole thing was their mistake (I still have the Vacation Pack Confirmation e-mail that their system sent me which confirms that I entered the information correctly) I dread the next time I need to submit a vacation pack Regards, [redacted]
[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 is satisfactory to me Regards, [redacted]
The Patriot News(or their distributor) will not STOP delivering "the Patriot Plus." I've called many times with no return callsI've submitted a complaint through the Revdex.com which stopped the delivery for a couple weeksPlease STOP delivering on [redacted] e St, Harrisburg, PAThe blue bags are littered all over the streets because no one is picking them upI have never requested for these papers so please STOP delivering them.Desired Outcome: Stop delivering the Patriot Plus on [redacted] **, Harrisburg, PA
September 22, Dear [redacted] We are in receipt of the letter regarding the complaint filed by [redacted] , submitted September 18, 2015.I apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issueI was able to locate the subscription payment of $dated June 26, It was misapplied to another subscriber’s account Part of our business practice is to request proof of payment in order to research the missing payment [redacted] should not have had to make multiple phone calls to resolve this issue And even though there are times a supervisor is not immediately available, we will contact the customer within hours or the next business dayThe payment of $has been transferred to [redacted] ’s subscription, and delivery is scheduled to restart Thursday, September 24, In addition, I will speak with both our accounting and customer service teams regarding the manner this situation was handled If you have any questions, please feel free to contact me at ###-###-#### or [redacted] @***.comSincerely, Yupha M***
October 12, Dear [redacted] ***, We are in receipt of the letter regarding the complaint filed by [redacted] ***, submitted October 8, After a review of our database, it does not appear the proper steps were taken to remove [redacted] from our delivery list Effective immediately, our database has been updated and no further deliveries will be madeThe field manager has also been alerted, and will speak with the carrierIn addition, a field verification will be performed to ensure deliveries have been stopped permanentlyI apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issueOur customer service supervisor will review the process of handling these types of requests with our customer service team to prevent this from happening in the future.If you have any questions, please feel free to contact me at ###-###-#### or [redacted] @acspa.comSincerely, MsYupha M***
This company is represented by a delivery person who enjoys loud music Loud enough to wake the neighborhood at 6am twice/week At least phone calls to customer service, and at lest emails to PA Media Group had no replies or results Beyond the customer service line and anonymous email addresses, they make it impossible to talk to anyone This is not a company that shows concern for the community they claim to be a part of