American Society of Composers, Authors & Publishers

Initial Business Response /* (1000, 5, 2015/11/20) */
Contact Name and Title: *** ***
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@fresnobee.com
First, let me apologize for the delay in our responseWe had difficulties in locating the recording of the call but we were able to get it
and listened to the callThen when we tried to respond, Comcast had issues and our internet went downThat being said, we have resolved the issueThe customer service agent did offer Ms *** $for the year, which was an errorWe do not have a rate even remotely close to that, but we will honor the quoteWe have already made the adjustment to the account which will now expire 2/13/Again, please accept our apologies for the issue and delays in straitening it outThank you for your continued business
Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for fulfilling your agreement and also to *** for your kind customer service over the phone

Initial Business Response /* (1000, 5, 2016/08/17) */
Contact Name and Title: *** *** - DistMgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@fresnobee.com
Unfortunately, there was a substitute (subcontractor) delivering the route during this periodThe substitute performed the
delivery services very poorly for a few daysThe substitute has since been removed; the contracted carrier is now back from vacation and doing their routedThe existing contractor performs route delivery well
The number (XXX-XXX-XXXX) is available hours a day; there is also on line access hours a dayIf the subscriber would like to speak to an agent (live person), the subscriber can go through the prompts to reach an agent
It is company policy that a vacation credit is only given after days of vacation; anything less, the subscriber is given the option of donating the papers to a school or charity or having them saved for themThe manager's name for this area is *** *** and can be reached at (XXX) XXX-XXXX for assistance in the futureWe apologize for any inconvenienceIf there are vacation plans in the future, please feel free to contact the manager directly for assistanceMr*** will make contact with customer and provide missing papers if still wanted
*** ***
Distribution Manager
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** *** faithfully delivered the vacation pack, even including all ad inserts, which had never been provided after prior vacation holds
Current issue adequately resolved!
Thanks!

The attached letter was mailed and emailed to the customer explaining the course of action regarding the complaint.***

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 am rejecting this response because:As previously stated - the Fresno Bee has mishandled the financial information that they were given not only at the initiation of this subscription, but also verified in telephone conversations.  There is absolutely no circumstance in which I would provide any further financial information to an organization that has proven to be so irresponsible.  Additionally, I have only just reviewed their ratings - and subscription "issues" -  financial errors, missed subscriptions...seem to be an overwhelming concern with others.I continue to reject their response, I will not provide financial information to them at any time, and will stand by my sincere dissatisfaction and disappointment with this organization.

The customer did not cancel the subscription per the proper cancellation process indicated on the invoice, however as a courtesy we waived the balance due and notified the collection company to clear the balance. The attached letter was mailed to the customer.[redacted]

We have no record of the customer attempting to cancel prior to the subscription expiration, however we elected to clear the balance and the attached letter is being mailed to the subscriber.[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
Our policy on the purchase of newspaper is and always has been "All Sales Final". Contrary to what this complaint claims, the purchaser was never told that we would take returns. Customer called about papers on Friday 7/24 asking about...

purchasing large quantities (200+) and our hours and locations to pick papers up. When she came in on Monday, she wanted to know how many papers she could buy for $100, she had calculated 184. We sold her the 184 copies. Wednesday she called and said she had purchased too many and wanted to know about our return policy. She was told we do not take returns by two people, our back-copies representative and the Director of Audience Development. She then called our corporate office in Sacramento and they told us to take the returns. She came in yesterday, Wednesday 7/29 and received in cash, money for the amount of papers she returned. I want to reiterate, ALL SALES ARE FINAL.

Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@fresnobee.com
We listened to the call from July and the Customer Service Agent miss-quoted the offer, stating the length of the offer as the price. ...

Purely a mistake and the information was entered. The agent also waived the activation fee. We will honor the payment as it was quoted to the subscriber for the full 13 weeks. The subscription was stopped and no delivery was made on 9/12 or 9/13. We will restart the delivery and extend the expiration date until the 13 weeks are up (10/17) plus an additional week for non-delivery this past weekend to 10/25/15. Please accept our apologies for the error.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their admission the Customer Service Agent miss-quoted the offer, but don't understand why I must file a complaint with the Revdex.com to resolve this problem. I could have simply spoke to a Supervisor at the Fresno Bee, who could have accomplished the same appropriate action. Instead, I was told speaking to a supervisor could do nothing. Moreover, my mailed letters explaining in detail my complaints to the Fresno Bee newspaper are ignored as well. For a company whose business emphasizes the written word, it surprisingly avoids the written word to its customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11956331, and find that this resolution is not really satisfactory to me. Back in June of 2015 I was told that the quarterly subscription rate was fixed and I could set up an auto bill pay through my bank which I did. Now it turns out that they change their price every quarter and an auto pay will never work! Magically my last payment which should have been in advance for the Feb. 2017 to April 2017 just brought me even with what they say I owed them.What I was asking for was a method to automatically pay them without them reaching into my account. They cannot accommodate this. Consequently,  after 40 years as a customer the only solution was to quit my subscription.The Fresno Bee has a strange way to do business in my opinion as I have been able to automate all banking business with all of my suppliers.Thanks to the Revdex.com for at least getting someone from the paper to contact me.Sincerely,

Customer account has been verified and will honor to waive off the outstanding balance which will reflect a zero balance.  If you have any further questions or requests please feel free to contact us at ###-###-####.

December 27, 2017Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Via: Fax (412)922-8656Re: Revdex.com #[redacted] RefundThis issue has been resolved. The client was issued their refund check of $41.03 on December 19th.The customer had pre-paid for five lawn care applications. The 5th...

application was delayed because of weather. The customer called on November 28th asking for a refund of the 5th application. The refund was issued in less than 30 days.Should you have any questions or concerns regarding this matter, please do not hesitate to contact me.Sincerely,Andrea K[redacted], ControllerL & M Lawn Care

The customer attempted to start a subscription online and received an order confirmation, not a receipt of payment. However because there was a balance at the household the subscription was never started through the online process and the credit card was not charge the $30.00. The customer called...

and spoke to an agent and the subscription was started however the credit card was not charged as the customer told the agent it was already done online which never occurred. A rep from the Fresno Bee contacted this customer to explain what occurred, however the customer was adamant the charge occurred. When the Rep asked for proof  that the charge was on her credit card account, the customer stated it was already sent and the Revdex.com was contacted. As it stands there is a balance of $11.81 due for the period of 8/27/17 through 10/8/17. If the customer can provide proof of the actual credit card charge, we will credit back her account.[redacted]

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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12626801, and find that this resolution is satisfactory to me. I also received a call from the business letting me know of the resolution which I sincerely appreciated.[redacted]

As per your request the account has been adjusted to a zero balance and [redacted] Solutions has been notified. [redacted] Solutions is a non-credit reporting agency since this will not impact your credit score or credit report. If you have any further questions or requests please feel free to contact us...

[redacted].

Initial Business Response /* (1000, 5, 2015/11/13) */
While we can not guarantee porch delivery, we have reached out to the delivery contractor and asked if her/she could accommodate this porch service request. Hopefully this will be corrected quickly. If you would like to speak to someone...

directly regarding service, you can call [redacted] our Distribution Manager at (XXX) XXX-XXXX. We apologize for any inconvenience this has caused you.

Dear [redacted] Thank you for contacting The Fresno Bee. We apologize for the inconvenience that this has caused you. We can see that changes has been made on the account and the past due balance of $40.04 has been written off. Your account is now CLEARED. If you have further concerns,...

feel free to e-mail us back. You may also contact our Customer Service Department at [redacted], we are available Mondays through Fridays from 8:00 AM to 2:00 PM and Sundays from 8:00 AM to 11:00 AM. Thank you for being a loyal Bee reader. Sincerely, [redacted] Interactive Services Representative Fresno Bee [redacted]

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]

We have no record of charging the credit card and the balance was due to the credit card not being charge for the subscription for the period of 8/27/17 through 10/8/17. However we will clear the balance owed and if we are provided proof of the $30 charge to the credit card we will refund the $30 and not worry about the papers that were delivered for the aforementioned period.[redacted]