Hibu

October 10, Dear [redacted] :This correspondence confirms receipt of Complaint ID [redacted] filed by customer [redacted] of [redacted] We have been working with the customer to make the requested changes to the wording, text and keywords as they relate to the customer’s Search and Display campaignsThe initial changes were not completed as requested and this is what started the concerns raised by [redacted] in his complaintWe have consistently worked with him to edit the campaigns to his satisfactionAs of the date of this letter, [redacted] has advised that he is satisfied with the changes that have been doneIn light of the issues that the customer experienced, we offered to waive two months of billing which totals $and he has acceptedWe now consider this matter resolvedWe apologize to [redacted] for any inconvenience he has experiencedIf you have any additional questions, please do not hesitate to contact us at the number below.Sincerely, [redacted] H.Executive Services Specialist

Dear [redacted] : This letter confirm receipt of your letter dated June 17, 2015 regarding the advertising concern for [redacted] of [redacted] ***. Our records indicate that the advertising was authorized on October 14, 2014 by [redacted] with our Sales Representative,... Emily B [redacted] . There is a recording on file. Based on the research of the concern, no adjustment is warranted and the advertising will continue to bill as contracted. I spoke with [redacted] about the matter and have emailed a copy of the recording to them. We apologize to [redacted] and [redacted] that they felt the need to contact your office. We hope [redacted] accepts our apology in good faith and that we may continue to do business together. Sincerely, Claudia B [redacted] Executive Services Specialist ###-###-####

8/19/ [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania North Front St Harrisburg, PA RE: Revdex.com Number: [redacted] [redacted] / [redacted] *** [redacted] Phelps Plaza Willington, CT Telephone #: ###-###-#### hibu Product: Website- [redacted] Dear [redacted] : This letter is being sent in response to the correspondence received on 8/17/concerning the cancellation request and refundI’ve spoken with [redacted] and let her know everything has been cancelled and requested her refund of $be rushed I advised [redacted] her refunds will be received within week I do apologize to [redacted] for the inconvenience, but I am glad we were able to resolve her concernsThank you, Cortney H [redacted] hibu Customer Service ###-###-#### Email: [email protected]

August 14, 2014Dear [redacted] :We have received [redacted] ’s response and feel that there is no validity to his complaintJust to reiterate, [redacted] has advertised with us since at least There has been no bait and switch as there was nothing done differently with the current advertising as was done with their prior advertising [redacted] mentioned auto-renewal but there was no auto- renewal of the advertisingWe are not sure if [redacted] reviewed the contracts that were submitted with our initial response, but they confirm that there was a meeting with a sales representative and a contract was signedWe are not sure where the confusion has arisenIt may be the fact that the advertising contracts are normally authorized by [redacted] ***Perhaps if [redacted] discusses this with [redacted] ***, he will see that this advertising was approved according to the usual protocol that has been established between Hibu and [redacted] .As stated in our initial response, we find that there has been no error or discrepancy in the billing of the advertising.Sincerely,Heather H [redacted] Executive Services Specialist Hibu Investigations and Resolutions

8/13/ face="Calibri"> [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: [redacted] [redacted] [redacted] [redacted] Telephone #: ###-###-#### Account #: Non-revenue [redacted] hibu Product: [redacted] County/ Dear [redacted] : This letter is being sent in response to the correspondence received on 7/23/concerning ** [redacted] being contacted to advertise with us I’ve spoken with [redacted] and advised the appropriate groups have been notified to not contact her in the future I’ve also provided [redacted] with my direct line, ###-###-####, in the event a similar situation arises in the future I do apologize to [redacted] for the inconvenience this has caused her Thank you, Cortney H***hibu Customer Service###-###-####Email: [email protected]

Dear [redacted] : This letter is sent in response to your letter dated April 19, regarding the advertising concern for [redacted] of [redacted] *** Our records indicate that [redacted] verbally authorized a contract on December 1, for an advertising program with Hibu in the Miami, Shelby & Darke Counties, OH yellowbook In Paragraph 4B of the Terms and Conditions to that contract, [redacted] agreed to the automatic renewal of such advertising program in the next edition of the Miami, Shelby & Darke Counties, OH yellowbook, subject to notice by Hibu In accordance with Paragraph 4B, Hibu sent a notice of automatic renewal for the Miami, Shelby & Darke Counties, OH yellowbook by US mail on October 17, to the address of record Additional notices were sent by email to [redacted] @ [redacted] .com, the email address [redacted] provided to Hibu, on October 14, 2016, November 4, and December 8, We have no record of receiving any request for cancellation/non-renewal or any other response from [redacted] to our multiple notices Accordingly the advertising program for [redacted] was automatically renewed on December 13, The Miami, Shelby & Darke Counties, OH yellowbook published on February 22, and billing began on March 3, I spoke with [redacted] about the matter While we are unable to cancel the advertising, we agreed to process an adjustment in the amount of $which represents approximately 18% of the total annual bill in addition to waiving the billing charges and late charges currently due on the account This adjustment includes the Advance Pay discount and a courtesy adjustment The account has also been set to opt out of the auto renewal program We apologize that [redacted] felt the need to contact your office We hope [redacted] accepts our apology in good faith and that we may continue to do business together Sincerely, Claudia B [redacted] Executive Services Specialist [redacted] x [redacted] ***

6/9/ face="Calibri"> [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter is being sent in response to the correspondence received on 5/28/concerning the advertising bill [redacted] received I attempted to reach [redacted] several times [redacted] returned several phone calls to me, but unfortunately we’ve not been able to speak I do need additional details on [redacted] concern as I don’t see a balance due on his hibu account [redacted] for advertising in the [redacted] /directory I do apologize to [redacted] for the inconvenience I do hope [redacted] and I can resolve this concern shortly Thank you, Cortney H***hibu Customer Service###-###-####Email: [redacted]

Dear [redacted] : This letter will confirm receipt of your letter regarding the advertising concern for [redacted] The advertising in question was authorized by [redacted] with our Sales Representative, John May, on October 23, The contract includes a website with Search Standard and Display advertising and has a month minimum term The customer’s online advertising went live on December 2, and December 8, respectively The contract minimum term will be completed when the June invoice has been satisfied The advertising will be eligible for cancellation at that time My attempts to reach [redacted] have been unsuccessful In the interest of customer relations, we are willing to extend the Search Standard promotion through the April, May and June invoices This is equal to an adjustment of $for those months We are very sorry that [redacted] feels she has been misled We have a highly trained and ethical sales forceJohn M [redacted] has been with hibu for years and is therefore a very experienced Sales Person If [redacted] is willing to accept this settlement, please contact me at the number below and I will make the necessary arrangements Sincerely, Claudia B [redacted] Executive Services Specialist ###-###-#### [redacted] ***

[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: [redacted] [redacted] / [redacted] [redacted] * Fife, WA [redacted] Telephone #: ###-###-#### hibu Product: Pierce Co/ [redacted] Dear [redacted] : This letter is being sent in response to the rejected reply received on 8/7/concerning the tracking phone number that printed in the ads for the Pierce Co/directory The refund process has begun As I stated in my prior correspondence on 7/24/2015, our refunds do take to weeks I do apologize to [redacted] for the inconvenience, but the refund is being issued and will be received within the to week timeframe Thank you, Cortney H***hibu Customer Service###-###-####Email: [email protected]

Dear [redacted] : This letter is being sent in response to the correspondence received on 1/5/concerning the advertising for Café Joe USA We are currently in the process of trying to resolve Mr [redacted] ’s concerns I do apologize to Mr [redacted] for the inconvenience, but we are still attempting to resolve this Thank you, Cortney H [redacted] Hibu Customer Service [redacted] Email: [redacted]

7/9/ [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: [redacted] [redacted] / [redacted] ** [redacted] [redacted] Fife, WA [redacted] Telephone #: ###-###-#### hibu Product: Pierce Co/ [redacted] Dear [redacted] : This letter is being sent in response to the correspondence received on 7/6/concerning the tracking phone number that printed in the ads for the Pierce Co/directory I’ve spoken with both [redacted] and his wife regarding the situation We have agreed to a refund of $ I’ve sent a settlement release agreement to [redacted] to have signed agreeing to the refund Once this agreement is received, the refund will be issued to [redacted] within to weeks I do apologize to [redacted] for the inconvenience, but I am glad we were able to resolve his concerns Thank you, Cortney H***hibu Customer Service###-###-####Email: [email protected]

7/16/ face="Calibri"> [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA 18508RE: Revdex.com Number: [redacted] [redacted] / [redacted] [redacted] [redacted] Telephone #: ###-###-#### Account #: [redacted] hibu Product: [redacted] / [redacted] / [redacted] and Yellowbook.com- [redacted] Dear [redacted] : This letter is being sent in response to the correspondence received on 7/8/regarding ** [redacted] ’s request to cancel the products listed above I’ve spoken with ** [redacted] and confirmed the contract will be cancelled once the months are fulfilled I’ve also advised ** [redacted] the [redacted] / [redacted] / [redacted] and Yellowbook.com- [redacted] are paid in full I do apologize to ** [redacted] for the inconvenience this has caused him Thank you, [redacted] ***hibu Customer Service###-###-####Email: [email protected]

[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 not satisfactory to me. However, my options were to accept this or nothing. My husband (owner of the company) and I feel this is an insult as we are potentially losing 10 times the amount paid for the adveritsing. This is based on advertising costs being around 10% of the budget. I did attempt to negotiate with Ms. H [redacted] . She indicated all she could do was the original offer. The offer will very reluctantly be accepted due to no negotiating on HIBU's part. Regards, [redacted] ***

May 1, 2017Dear [redacted] :This correspondence confirms receipt of complaint ID [redacted] filed by [redacted] of [redacted] ***We have reviewed the account and the customer’s issue is with [redacted] which is one of their three productsOn the customer’s listings on various search engines, they are listed under Pain Management, Pain Clinic Pain Control and/or Chronic Pain ManagementChanges have been submitted by the [redacted] Support team to the various search engines to remove this informationWe understand that the customer is upset, however the time frame is different for each search engine and we do not have any control over how long it takes for the changes to be updated.As for the billing issue, the customer’s monthly billing will be $However, the first invoice contains prorated chargesThe breakdown is as follows:$for the [redacted] product which covers 3/22/- 4/17/$for the Hibu Reviews which covers 3/27/- 4-17-$for the Mobile Boost which covers 3/29/- 4/17/2017These charges are added to the first month's charges of $which covers 4/17/- 5/16/and brings the total to $The first invoice is the only one that contains the additional chargesAs a courtesy, we have offered to waive the first invoiceAdditionally, we have offered to waive the portion of the billing associated with the [redacted] product for two months while we wait for the changes to be completedWe have not received a response to the offer which has been sent via email three times.The customer has requested cancellation however they are not yet eligible and there are no errors with the other two products on the accountIf the customer decides to accept the offer, we can still process the credit to the accountPlease advise if you have any additional questions or concerns please do not hesitate to contact us at the number below.Sincerely,Heather HExecutive Services Specialist

Dear [redacted] : size="3"> This will confirm receipt of the customer letter dated November 2, regarding the advertising concern for [redacted] ***, Account Name: [redacted] Contracting, Account Number: [redacted] , Revdex.com complaint [redacted] We have adjusted in full the billing that has occurred on the account to date and a refund in the amount of $has been credited back to his banking account We are working with Mr [redacted] to resolve all of his concerns and a final resolution will be provided Sincerely, Kris G [redacted] Executive Services Specialist ###-###-####-

1/9/Dear [redacted] :This letter is being sent in response to the correspondence received on 1/7/concerning the website created by HibuI was able to speak with [redacted] today regarding her concernsShe will be sending me over documentation via email of her requests for changes that were made to the websiteI am still in the process of settling [redacted] ’s concernAn additional update will be sent once a resolution is reachedI do apologize to [redacted] for the inconvenience this has caused her, but hopefully we are able to come to a reasonable resolution.Cortney H***Senior Customer Care Specialist

3/7/ [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania Oak St Scranton, PA RE: Revdex.com Number: [redacted] [redacted] / [redacted] *** [redacted] [redacted] Telephone #: ###-###-#### Account #: [redacted] hibu Product: Magazine-MidAtlantic/ [redacted] Dear [redacted] : This letter is being sent in response to the correspondence received on 2/20/concerning the magazine cancellation request from ** [redacted] I’ve spoken with ** [redacted] and resolved the concerns ** [redacted] has agreed to pay the one month cancellation fee of $ hibu has agreed to cancel the May, June, and July editions of the magazine I’ve processed and adjusted off $to take care of the March and April editions I do apologize to ** [redacted] for the inconvenience this has caused him Thank you, [redacted] hibu Customer Service###-###-#### Email: [email protected]

My sales representative, Leslie was very personable and likableI signed a contract on the laptop saying I was paying for my year in advance On page of the contract-which I did not see until 3-months later- it said by signing the previous page I was agreeing to be billed monthly for an additional internet advertising; I HAD verbally DECLINED this serviceI made it clear that I only wanted to pay for the paper advertising a year in advanceWhen I made it known that I had not wanted, asked for, or knowingly signed for this service we were told we still had to pay through the end of this year or we would be sued FRAUD is what it seems

2/24/ [redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania North Front St Harrisburg, PA RE: Revdex.com Number: [redacted] [redacted] ***/ [redacted] [redacted] [redacted] Columbus, OH *** Telephone #: [redacted] hibu Product: Website- [redacted] Dear [redacted] : This letter is being sent in response to the correspondence received on 2/16/regarding the website Hibu built and billed for [redacted] [redacted] authorized a website with Hibu on 9/16/for $per monthOn 9/29/2016, [redacted] completed the website interview with our Digital Service Consultant, Kirsten F* During this interview there was no mention of her being in the process of moving and not wanting the website to go live yet [redacted] provided two addresses, two phone numbers, two fax numbers, and two email addresses for each of their locations to be placed on the website [redacted] did say she was not prepared to give us a lot of information at the timeShe and Kristen agreed she would send in the information, photos, and logos she wanted [redacted] was made aware that we will build the website with the information we receive, then the website would be sent to her to review, but if we don’t hear from her within days the site will go live and billing will begin [redacted] was emailed a website proof on 10/14/16, 10/18/16, and 10/20/as well as called on 10/18/ [redacted] contacted Kirsten on 10/20/and said she is in the middle of moving and does not have time to go over the changes yet [redacted] said to not set the site live but that she wanted to keep the site and will make changes as soon as she can, she would try and review that following weekend An email was sent out to [redacted] *** after this call confirming the billing would begin for the site as the build process was completed [redacted] did not contact us back with any additional changes or information to use on her website Thank you, Cortney H [redacted] hibu Customer Service [redacted] Email: [email protected]

Dear [redacted] : This letter will confirm receipt of your letter dated July 8, 2014 regarding the advertising concern for [redacted] of [redacted] . Our records indicate that the advertising in question was authorized July 8, 2013 by [redacted] with our Sales Representative, [redacted] . The agreement included an Advantage Website. The customer expectation was that the website would go live in 14 days and that minor changes would take 3 to 5 business days. Unfortunately, at the time **. [redacted] contracted for the Advantage Website, we had a backlog due to the overwhelming success of the sales of the product. Cancellation was guaranteed if requested within 7 days of the site going live. **. [redacted] approved the site launch on August 13, 2013. However, it appears that the site was not accurate when launched and the requested changes were taking longer than expected to be completed. We will process a credit of $648.00 onetime which will remove the agency balance. We apologize to **. [redacted] for any inconvenience this experience may have caused. We hope **. [redacted] accepts our apology in good faith and that we may one day do business together again. Sincerely, [redacted] Executive Services Specialist ###-###-#### x [redacted] ***