The Patriot News

November 23, 2015Dear *** ***,We are in receipt of the letter regarding the complaint filed
by *** ***, submitted November 9, 2015.Effective November 10, 2015, our delivery
lists were updated to remove *** ***’s address from our databaseThe field
manager was alerted, and spoke with
the carrierIn addition, field
verifications were performed to ensure deliveries have been stopped
permanentlyI apologize for the inconvenience
and frustration *** *** experienced attempting to resolve this issue &
the delay in my responseIf you have any questions, please
feel free to contact me at *** or ***@acspa.com.Sincerely,Sincerely,MsYupha M***Customer Service Manager

June 3, 2016Dear *** ***,We are in receipt of the letter regarding the complaint
filed by *** *** ***, submitted May 15, 2016.Our field manager was notified of
the delivery issues *** *** was experiencing. The manager spoke to the independent delivery
contractor regarding the
repeated missed deliveriesOur field staff will
perform field verifications to confirm *** ***’s delivery issue has been
resolved permanently.In addition, we extended a
discounted subscription offer for the missed deliveries and inconvenience of
having to make multiple calls to resolve the issueIf you have
any questions, please feel free to contact me at ###-###-####.Sincerely,Yupha M.Customer
Service Manager

[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 ***, and find that this resolution is satisfactory to me I would also like to state that I called a number of times and was told the same thing that they would not refund my credit card and it would take several weeksI appreciate the return of my money but am saddened it had to take me making a complaint with the Revdex.com in order to receive my refund
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
I have received the vacation pack for 8/2, 8/4, & 8/7.
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,
*** ***

September 22, 2015
Dear *** ***
We are in receipt of the letter regarding the complaint filed
by *** ***, submitted September 18, I apologize for the inconvenience
and frustration *** *** experienced attempting
to resolve this issueI was able to locate the
subscription payment of $dated June 26, 2015. 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.
*** *** 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 day
The payment of $has been
transferred to *** ***’s subscription, and delivery is scheduled to
restart Thursday, September 24, 2015. 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 ***@***.com
Sincerely,
Yupha M***

October 23, Dear *** ***,We are in receipt of the letter regarding the complaint filed
by *** ***, submitted October 16, 2014.After a review of *** ***’s
account, it does not appear the proper steps were taken to process the refund
as originally requested.
However, it
does appear the full refund in the amount of $was credited back to *** ***’s
credit card October 14, I apologize for the inconvenience
and frustration *** *** experienced attempting to resolve this issue, and
the delay 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 ***.Sincerely,Yupha
M
Customer
& Alternate Publications Service Manager

On 12/19/2017, Our accounting department refunded the remaining balance of $to her credit card completing the full refund of $Ms***' account for home delivery of the Patriot News which began on 09/24/was sas an auto-pay subscriber which means she had given us
authorization to automatically deduct her payment of $every weeks. I have left Ms*** a message with my contact information should she have any additional questions or concerns

Re: [redacted]       ID: [redacted] In reference to [redacted]’s complaint, we reached out by phone on multiple occasions, however were unable to make contact. We did however leave a voice mail confirming her subscription to the Patriot News was cancelled on...

04/16/17 and the balance of $24.90 was written off and no payment is due at this time. Thank you for bringing the matter to our attention, and helping us resolve the matter for [redacted]. If you have any questions, please feel free to contact me at ###-###-#### or [redacted]@acscustomercare.com. Sincerely, Susan S[redacted] Manager of Customer Retention

October 12, 2015Dear [redacted],We are in receipt of the letter regarding the complaint filed
by [redacted], submitted October 8, 2015.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 made. The field
manager has also been alerted, and will speak with the carrier. In addition, a
field verification will be performed to ensure deliveries have been stopped
permanently. I apologize for the inconvenience
and frustration [redacted] experienced attempting to resolve this issue. Our
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.com.Sincerely,Ms. Yupha M[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]

October 12, 2015
Dear [redacted],
We are in receipt of the letter regarding the complaint filed
by [redacted], submitted October 8, 2015.
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 made. The field
manager has also been alerted, and will speak with the carrier. In addition, a
field verification will be performed to ensure deliveries have been stopped
permanently. I apologize for the inconvenience
and frustration [redacted] experienced attempting to resolve this issue. Our
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.com.
Sincerely,
Ms. Yupha M[redacted]

Hello,Please find the attached response to complaint #[redacted].
We are in receipt of the letter regarding the complaint filed by [redacted], submitted May 13, 2015.The promotion [redacted] responded to was a discounted offer for delivery of the Sunday Patriot-News...

at a rate of .99 cents per week for 26 weeks, more than a 50 percent discount from our regular home delivery rate of $2.50 per week.  We will be more than happy to honor the same discounted offer for an additional subscription; however, we are not able to extend two subscriptions for the total price of $25.74.  I apologize for the inconvenience and frustration [redacted] experienced attempting to resolve this issue, and the conflicting information she received from our customer service representatives. I will speak to our customer service supervisor and recommend a review of current offers with all customer service representatives. If you have any questions, please feel free to contact me at ###-###-#### or [redacted].Sincerely,Yupha M[redacted]Customer Service Manager

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” amount. The client budgeted his maximum spend to $1,800 per month.
In a competitive field such as bidding on mortgage terms in a pay per click
model, an $1,800 spend is not going to have much money remaining. Large
mortgage corporations and banks and lenders are all bidding on these terms as
well. 1. Ads started without client approval. – Yes, we agree that this happened, unfortunately it was a miscommunication that we should have done a better job on.2. Maximum budget is that it will not exceed the requested $1,800. 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 30 days. The amount of this portion of the campaign from 3/1-4/2 was $970.66. No budget was exceeded. In reference to the complaint of certain categories getting more revenue spent against them than others, ie calculators. It appears that we did not change these keywords as requested, when the request was made. The ultimate goal of a pay per click campaign is to get potential customers to click on the ads. While budget was not exceeded, better communication on our side would have been beneficial.3. [redacted] spent a total of $321.36 for the duration it was live. Three leads were submitted as indicated in the complaint. Regarding 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].4. Weekly reports were sent to the email address on 3/1 and 3/8 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 system. Unfortunately, the next two week reports were not delivered as promised. [redacted] received a final report on 3/30/16.5. [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 well.6. The customer should have been advised that he could retrieve his own reports in addition to us sending them to him. The 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 himself. 7. The keyword cost is an estimate, as pay per click is a bidding system. PA 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 30 days. Many 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, etc. More communication and emphasis on this being an estimate may have helped, however, this customer had advertised with us from 12/24/2013 through 01/23/2014 for one month and he may have expected prices per click to resemble that time frame. In reference to him having access to his analytics earlier, it is his
website and he has ownership access to [redacted] analytics on his site. Low
quality score is not the only reason for a high PPC, it is also the result of
bidding on VERY competitive terms. During the sales call, based on statements
the client made, it appeared he had a deep and thorough knowledge of Google
analytics.8. We have a 30 day out clause; if the client ran less than 30 days, his commitment to us was for 30 days. This allows time to stop and modify upcoming bill schedules and ensure all ad copy stops running as well. This may or may not have been communicated and reiterated. 9. The additional billing of $4,500 has been adjusted. This should not have been billed at all. This was a fail on our part.The customer requested outcome is to pay $350 for services rendered
that significantly exceed that value. As 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 $1,800 to $350. Sincerely,Yupha M[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.  I have received the vacation pack for 8/2, 8/4, & 8/7.  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]

[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]

August 21, 2014
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] area. After 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 $34.99 to [redacted]. 
I’ve asked the request to be expedited, since she has been waiting since
June. Generally, refund checks take approximately 7-10 business days to
process.I apologize for the inconvenience
and frustration [redacted] experienced attempting to resolve this issue, and the
delay in processing her refund. I 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,

Please find the attached response for complaint #[redacted].If you need additional information, please feel free to contact me at [redacted]
Sincerely,Ms. Yupha M[redacted]

Although the vacation package request was improperly entered in our system, we will re-deliver the vacation package as requested.  District Manager will redeliver the newspapers as requested and apologize to the customer for the misunderstanding.Kurt H[redacted]Operations Director

The Patriot News(or their distributor) will not STOP delivering "the Patriot Plus." I've called many times with no return calls. I've submitted a complaint through the Revdex.com which stopped the delivery for a couple weeks. Please STOP delivering on [redacted]e St, Harrisburg, PA. The blue bags are littered all over the streets because no one is picking them up. I have never requested for these papers so please STOP delivering them.Desired Outcome: Stop delivering the Patriot Plus on [redacted], Harrisburg, PA.