Phone Directories Company, LP

Dear
Ms[redacted]:This
is in response to your email sent on March 4, regarding the complaint
filed by Ms[redacted] with [redacted]. In this complaint, Ms[redacted] claims that an
assistant "updated" their business information with Ziplocal and that was the
end of the conversationShe states that the assistant was aware that she is
not authorized to enter into a contract and did not agree to do so
We
apologize for any misunderstanding that has occurred in regards to the
advertising that was set up for this business.
The majority of our advertising consulting is done in person through our
field sales representatives. However, to
ensure that all businesses are contacted and provided with the opportunity to
advertise in our directories, our inside sales representatives contact
businesses by telephone. These
representatives currently use "Voice Verified" recordings to record proper
authorization in compliance with telephone solicitation rules. Our representatives do not have the
technology or ability to change or edit recorded conversations. In the event that a recording is interrupted
or paused, the system is designed so that the representative must either keep
the recording "as is" or begin the recording over again
When
listening to the order recorded on October 15, 2015, I found that Ms[redacted]
[redacted], identifying herself as Assistant Manager of [redacted]
[redacted], clearly acknowledges that she is agreeing to an advertising order with
ZiplocalMs[redacted] states her full name and title, and most definitely
confirms that she agrees to and is authorized to approve the advertising in the
2015-Bitterroot directory. Our
sales representative reviews the type of advertising she will be
receiving. Ms[redacted] confirms that she
has agreed to the total annual investment of $[redacted] to be paid in net days
She confirms that she has opted into e-billing (electronic billing). In fact, she makes sure to specifically ask
whether the invoice will be sent to the email address she providedShe agrees to the terms and conditions, and
acknowledges that she understands and agrees to the policy regarding our three-day
cancellation period
At
no time did Ms[redacted] represent to Ziplocal that she was not authorizedBy authorizing the order, Ms[redacted]
represented that she had the necessary power and authority to do soZiplocal would have no reason to question this
Assistant Manager's status when she expressly stated she was authorized, nor
would Ziplocal reasonably be able to monitor the authorization methods for all
businesses that wish to advertise
Although
we sent out the invoice beginning in November of 2015, our records show that no
one from this business contacted our office with a dispute or concern until
February 16, 2016. This was four months
after the order date and well past the cancellation deadline
For
your reference, I have attached an electronic copy of the recorded order with
our responseWe take issue with Ms
[redacted]'s claim of fraudulent tactics, and deny such an assertionIt is evident that this account was
authorized, and we are disputing this complaint as unfounded
Thank
you for your assistance in this matter.
Should you have further questions or concerns, please feel free to
contact me
Sincerely,
Stacy
C[redacted]
Customer
Relations Manager

Ms. [redacted]: This is in response to your email sent on February 8, 2017.   We again clarify that our customer signed a contract on the 12th of December, made a 10% down payment of $82.80 for the print, and received a copy the same day. We contacted our customer about the digital services and began to work with him from the beginning. After the cancellation period, he decided to make demands to change pricing, billing and service start dates, complaining about every possible aspect of the contract and ads.  This is far from agreeable or trying to work things out.  His demands were contrary to the agreements on the contract from the beginning.  Mr. [redacted] now states he would have been glad to end this if we had offered post-billing or done other things this way or that. Based on his numerous disputes in past emails and our account notes, Mr. [redacted] did not ask “kindly” or “gladly” try to work things out.  The customer canceled his own 2016 website order with us before he even signed the new contract for print and ZipUp - Search Engine Optimization (SEO) service. He told us to cancel his website on the 8th of December.  The auto-payment went out on that date, just before the contract was canceled – an oversight that would have been easily remedied. We would have no reason to dispute the chargeback, yet our customer going in circles over this.  Our customer is not letting go of these simple-solution issues, continuing instead to go on over and over this and other unreasonable disputes.   The contract for digital (ESEO) was already $109 for three months, so we didn’t know that was a source of argument in Mr. [redacted]’s mind.  He is creating issues where none exist. Further, the ZipUp - Search Engine Optimization program does not require a website from a customer; it promotes and increases a customer’s Google+ page presence and ads 100+ directory listings, among other things.  Our customer’s statement that he was not allowed to make his own changes to his proof is completely false. We asked our customer on numerous occasions to send ad changes or ad copy, but he was uncooperative.  We sent his first proofs on December 19, 2016. He was able to make his own changes online up until January 16, 2017. We very clearly warned Mr. [redacted] that the publication deadlines were forthcoming. After the online change deadline, we explained that because the file had been sent for final production, we would have to make the changes for him manually. We waited until the last possible minute in early February 2017.  I have attached written proof that we made all efforts to make ad changes and personally work with our customer. We invite our customer to please provide documentation showing where we did not allow him to make changes to his own proof.   We are also attaching emails involving our sales representative in December of 2016, and our representative’s response was clearly not “deceptive,” as the customer claims.  Another email shows that our department began the adjustment process on the account in December 2016, well before Mr. [redacted] complained to the Revdex.com. The sales representative is the same one he has worked with for years, and the contract-signing process (on the IPad contract-not blank Notepad) is the exact same process as in previous years. Following is one of Mr. [redacted]’s first reactions (after it was past the cancellation deadline), when our sales representative was trying to work out the misunderstanding.  Mr. [redacted] states in part of his email in December 2016:  “No more fooling and conning. I am done.This contract is frauded and voided. I am recinding this contract. Have all funds returned to my credit card. Including Zip up. Thank you [redacted]” This is far from agreeable or trying to work anything out from the beginning. Instead of communicating through the problem, our customer resorted to tactics of unreasonable accusations from the start.   We have and are providing written proof of the things that took place; our customer is making all sorts of claims but not providing proof to back them up.  He said in the beginning that he canceled within the three day cancellation period; therefore, he would need to provide us with the email showing when he received the contract copy that would be different from ours. Our written proof (previously attached on this Revdex.com site) shows we sent him a copy of the contract the same day he signed (on December 12), and that did not cancel within the three-day cancellation period.  Our written proof is backing up our claims but our customer is making verbal assertions with no proof. Until such proof is received, Ziplocal is maintaining that our customer is liable for this account.  Stacy C[redacted] Customer Relations Manager

Complaint: [redacted]
Hello [redacted]/Revdex.com UTAH,I appreciate you taking on this case and while I do appreciate ZipLocal's prompt response that is not enough.Why do they NEED to keep contacting me?I said I  DO NOT WANT THEIR SERVICE.  They are completely inaccurate. Their sales associate Zachary H[redacted] lied.The only company policy they follow is that scam of contract. They "did not input my email correctly". The date in their statement is wrong. THEY ARE TRYING TO CHARGE ME FOR A SERVICE I NEVER USED.How can you admit you sent an email to the wrong account and still try to charge me for a service I NEVER USED?How many more red flags does this business need to leave me alone?I want all ZipLocal Representatives to STOP contacting me and STOP billing me.I DO NOT WANT OR NEED THEIR SERVICE.  Why are they trying to hold me to a contract I don't want?Is business that bad, you have to prey on a freelance blogger??Is business that bad you rather embarrass your company, than end a deceiving contract with an unhappy customer??If they don't stop billing me and do not terminate my account immediately I WILL SUE.I noticed they STILL HAVEN'T MENTIONED how their representative Zachary told me they were hiring and took my resume. YET NO ONE contacted me.SCAMMERS. FALSE ADVERTISING. They came to a business expo to rip people of!
Please relay this message to ZipLocal.
Appalled,
 [redacted]

Dear Ms. [redacted]: This is in response to your emailed notice sent on September 13, 2016 regarding the complaint filed by [redacted] with All Dimensions Fitness Center.  In this complaint, Mr. [redacted] states that their employee had no authority to bind their business to...

anything, and that they ignored the invoice because they thought it was an attempt to get business.  Please be aware that the majority of our advertising consulting is done in person through our field sales representatives.  However, to ensure that all businesses are contacted and provided with the opportunity to advertise in our directories, our inside sales representatives contact businesses by telephone.  These representatives currently use “Voice Verified” recordings to record proper authorization in compliance with telephone solicitation rules. When listening to this recorded order on June 30, 2016, I found that our sales representative clearly confirms the recorded agreement between Ziplocal and [redacted] with All Dimensions Fitness Center.  Ms. [redacted] confirms that she has agreed to and is authorized to approve advertising in the upcoming Campbell & Crook Directory and online directory.  Ms. [redacted] confirms the type of advertising that she will be receiving and the total annual investment of $360.  She agrees that the web will be broken down monthly, and the print will be invoiced for 30 days.  She also confirms that the invoice should be sent to the physical address. She is notified of the location for our online terms and conditions, and the three-day cancellation policy is clearly explained.  When asked if she understands and agrees to the policy, she clearly states yes.  By authorizing this order, Ms. [redacted] warranted that she had the necessary power and authority to enter into the agreement on behalf of the company. At no time did Ms. [redacted] represent to us that she was not authorized.  Ziplocal would have no reason to question her status when she expressly stated she was authorized, nor is it a reasonable expectation that Ziplocal should question or monitor the authorization methods for all businesses that wish to advertise in our directories.   When we received an inquiry regarding the account on August 12, 2016, it was well over a month after the order date.   When Ms. [redacted] and the owner called in September 2016 to dispute the account, the directory had already been sent to press.  The online services had started immediately. For reference, a copy of the recorded conversation will either be uploaded to the Revdex.com Website or sent by email to the Revdex.com. Based on all of the facts, Ziplocal is disputing this complaint as invalid.   Thank you for your assistance in this matter.  Should you have any further questions or concerns, please feel free to contact me. Sincerely, Stacy C[redacted] Customer Relations Manager

This is in response to your email regarding the complaint filed by [redacted] with [redacted].  In this complaint, Ms. [redacted] states that she had declined to renew and a “cancellation form” was emailed to her. She then states that her husband later went ahead...

and agreed without confirming with her.    I have researched this account and found that in early June 2016, a “lost business” proposal was inadvertently emailed to this business, meaning that a customer either declined at that time or there was lost business due to inability to contact the customer.  This document is not meant to be signed, nor does it signify that a customer has canceled with Ziplocal indefinitely.    When a sales representative attempts to contact a business based on a renewal lead and no order is placed, the lead is not deleted but is sent to a lead pool for sales reps to contact in the future.  In this case, our customer was contacted again to provide them with the opportunity to renew advertising in the phone book.  This was by no means a coordinated effort or “deceitful” on the part of our sales reps, as Ms. [redacted] claims.   I show that on July 22, 2016, Dr. [redacted] physically signed and sent Ziplocal the contract for advertising in our 2016-2017 Adams/Juneau phone directory. By signing the order, Mr. [redacted] warranted that he had the necessary power and authority to do so. This was over a month later, and there is no indication that he had to check with someone else before agreeing.  Further, our sales representative would have seen that this customer does in fact renew contracts each year, as they have been advertising with us every year since 2005.  Had there been any concerns, there was a three business day cancellation period in which to call and cancel the order.   For your convenience, a copy of the signed contract will be uploaded to the Revdex.com site.  Based on all of these facts, Ziplocal is disputing this complaint as unfounded. Thank you for your assistance in this matter and if you have any further questions, please feel free to contact me. Sincerely, Stacy C[redacted] Customer Relations Manager

Complaint: [redacted]
I am rejecting this response because:They have my name recorded as [redacted] and my name is [redacted].  So, I feel that should make their recording false as they have the wrong name.  Also, I do not advertise in phone books, so I'm certain the sales person mislead me to believe that ziplocal was something else, but we do not have that part of the conversation recorded.  However, the contract must be void base on the fact that they have the wrong name recorded.
Sincerely,
[redacted]

Complaint: [redacted]
Oh my gosh!  Why can't this business just leave me alone?I cannot download your png. files nor do I want to!I want ZipLocal to stop contacting me.I don't care about any Google pin numbers, I also don't care for the history of this business, I don't want to work for ZipLocal.I'M NOT INTERESTED IN YOUR SERVICE.I'm still amazed at how persistent your staff is.  Why are you preying on me to use your service?I don't want to use ZipLocal.I've never seen a business give a customer such a hard time.I don't have a full operating business. I operate a blog.If your business is based on preying on bloggers, be my guest.  Best of luck!You will not receive any compensation from me.
Thanks for the headache,
 [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.
Sincerely,
Alan D[redacted]

Dear
Ms[redacted]:
This
is in response to your email sent March 17, We again refer you to the recording, where
[redacted] clearly verifies her name as well as the advertising in the 2015-
Mammoth Lakes/High Sierra directory. It
is evident that the sales representative was not misleading. We strongly recommend that [redacted] listen to
the recorded order in which all details are concisely outlined. We are unsure as to the reason [redacted] would
agree to phone call orders and confirm her name and say "I do, I understand and
I agree," but then later claim that she was distractedAgain, [redacted] promised that payment would be
sent based on her email on January 25, 2016.
The directory has been published containing the advertising that was
orderedThis order was undeniably
authorized, and we will maintain that this customer is liable
Thank
you for your assistance and if you have any further questions,
please feel free to contact me
Sincerely,
Stacy
C[redacted]
Customer Relations Manager

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.
Sincerely,
 *
[redacted]

Dear
Ms[redacted]:
This
is in response to your email sent on April 14, regarding the complaint
filed by [redacted] with [redacted]
[redacted]. I have researched this account and found that
on March 30, 2016, [redacted] with [redacted]
authorized an order to advertise in our Cache Valley Phone Directory. I also found that on April 5, 2016, the sales
representative attempted to transfer a call from this customer to our Customer
Service Department. When there was no
answer from the customer on the other line, we called this business back and
left a message for them to return our callOur representative included his name and
extension numberWe did not receive a
return call until April 14, 2016; however, as we did find that our customer
attempted to contact us earlier, we will be pulling the advertising from the
directory and removing the balance owing on the account.
We
apologize for any inconvenience in this matter and thank you for your
assistance. Should you have any further
questions or concerns, please feel free to contact me at ###-###-####
Sincerely,
Stacy
C[redacted]
Customer
Relations Manager

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 appreciate Revdex.com's help and I wish to thank Stacy at Zip Local for her help in this matter.
Sincerely,
[redacted]

This is in response to your second notice regarding the complaint filed by [redacted].  As previously explained, we do show that on June 10, 2016, one of our sales reps turned in a “lost business” proposal relating to this business, and copy was sent to the customer.  Again, this does not constitute a written, indefinite cancellation request from a customer. The contract was then signed by Dr. [redacted] in July, over a month later.  There was no cancellation request received from Ms. [redacted] after the time that the advertising order was signed.  In the event that Ms. [redacted] can provide us with proof that she sent written cancellation to Ziplocal within the three business days after the contract was signed, we would be happy to research this further.  We would need either an emailed, fax dated or post-marked proof of a cancellation request.  When our Customer Service Representative was contacted over a month after the contract was signed, he did in fact hold the customer liable. It is unfortunate that our representative would be considered rude for simply doing his job in holding this business liable after the three-day cancellation period.   When we received notice of a dispute in September 2016, the directory had already been sent for publication containing the contracted services.  Ms. [redacted] is now expecting that Ziplocal should receive losses as a result of miscommunications between her and her husband. Ziplocal could not be expected to know that an authorizer is not supposed to sign a contract without checking with their spouse. Dr. [redacted] clearly signed and returned the contract of his own free will. This company did advertise with Ziplocal every year, showing that there was no misleading on the part of the sales rep. We regret that we would be viewed in the manner described by Ms. [redacted].  We maintain that this order is valid and that the complaint is not warranted.  Thank you for your assistance.  If you have any further questions, please feel free to contact me. Sincerely, Stacy C[redacted]Customer Relations Manager

Dear
Ms[redacted]:
This
is in response to your email sent on August 28, regarding the complaint
filed by [redacted] with [redacted]
We
apologize for any misunderstanding that has occurred in regards to the
advertising that was set up for this business.
I have researched this account and found that an order was set up by
"Recorded Voice Messaging" (RVM) on January 26, 2015. I found that on March 6, 2015, Mr[redacted]
contacted our Customer Service Department and stated that he had been lied to
and would not payAccording to our account notes, he was not specific about
the problem and denied authorizationWe offered to play the recorded voice
order but Mr[redacted] disconnected the call.
We received another call in April of 2015, but again, Mr[redacted] hung up
on our representative before he had the chance to research the problemFrom
that point forward, we received our correspondence back by return mail, marked
as "refused." Due to Mr[redacted]'s
refusal to communicate with us regarding this issue, the account was forwarded
through our standard collections process.
Now
that the specifics of this matter have been brought to our attention, I have
reviewed the account and have made the decision pull the account from the
outside collection agency. We will write
off the full balance owing on this account, and Mr[redacted] should not receive
any further billing notices
Thank
you for your assistance in this matter.
Should you have further questions or concerns, please feel free to
contact me
Sincerely,
Stacy
C[redacted]
Customer
Relations Manager

Dear Ms. [redacted]: This letter is in response to your email sent on August 4, 2018 regarding the complaint filed by [redacted] with [redacted].  In this complaint, Ms. [redacted] indicated that she only wanted to go with Ziplocal’s better contract if her current web designer...

was not currently offering services that would be duplicated by Ziplocal.  She states that she canceled the contract several days later.   I have researched this account and found that Ms. [redacted] originally signed a contract for our social marketing (SOC) and search engine optimization (SEO) programs on August 4, 2016.  On September 27, 2017, Ms. [redacted] then signed a contract for an upgraded SEO program.  The optimization services were being provided by Ziplocal all along since 2016.  Any duplication would have been on the part of another party that Ms. [redacted] may have hired, not on the part of Ziplocal.  After the new contract was signed, our Client Success team contacted Ms. [redacted] on September 29, 2017.  This was two days later, and Ms. [redacted] completed the recorded welcome call with our representative.  During the call, they discussed the upgraded SEO information and keywords for optimization.  Our representative asked Ms. [redacted] if she had a website.  Ms. [redacted] stated they did not have a website yet but that they were working on that.  There was no mention of needing to hold off until the sales representative spoke with her own website designer.    When Ziplocal received a cancellation email from our customer on October 5, 2017, it did not indicate what is claimed in the Revdex.com complaint. This email from Ms. [redacted] gave the following reason: “We hadn’t realized that we were paying for something that we were already having someone else doing for us. Cindy B[redacted] has been a great rep, and this has absolutely nothing to do with her. We just do not need Ziplocal’s services any longer.”  At the time Ms. [redacted] sent this email, it was well past the three-day cancellation period and it was not possible to cancel the contract.  Due to the immediate work and aggressive action taken by our teams to increase our customers’ online presence, the need to adhere to the terms regarding cancellation is very important.   When our customer had later contacted our customer service representative by telephone, there was some confusion because the old social marketing part of the service (SOC) was in fact being canceled; however, our customer service representative was not aware that the new SEO contract had been submitted at that point.  Since then, we have explained to our customer that the current contract is in fact valid, and that cancellation of the contract was not received within the timeframe.  We also contacted the sales representative involved, Cynthia.  She relayed to us that she had been asked to work with the web host but the decision regarding the contract was not contingent on the web host. We have attempted to explain this information to our customer by telephone and by email.  We had offered to work with her in terms of late fees and payment arrangements, to prevent the account form going to collections.  Based on all of this information, Ziplocal is disputing this complaint as unfounded.   Thank you for your assistance in this matter.  If you have any further questions, please feel free to contact me. Sincerely, Stacy C[redacted] Customer Relations Manager

This
is in response to your email sent on January 12, regarding the complaint
filed by [redacted] with [redacted]
In
response to Ms[redacted]s's statement that they do not need an advertisement, we
are unclear as to the reason their manager would agree to advertising if this
were the caseWe also note that our sales representative clarified to Mr[redacted]
that there was indeed a charge for the package.
Again, Mr[redacted] confirmed that he was authorized. Nevertheless, the date-stamped envelope shows
that the cancellation request would have reasonably been received within the
cancellation time-frame. We will
therefore be writing off the balance owing for the Tacoma directory and search
optimization program, as well as canceling the SEO program. Because the Tacoma directory has been
published since December 2015, Ms[redacted] will receive the benefit of the
advertising in the directory free of charge.
Thank
you for your assistance in this matter and if you have any further questions,
please contact me
Sincerely,
Stacy
C[redacted]Customer
Service Manager

Dear
Ms[redacted]:
This
is in response to your email sent on March 11, regarding the complaint
filed by [redacted] with [redacted]. In
this complaint, [redacted] states that she
does not remember agreeing to be billed for advertising in a phone book; she
indicates that she was distracted and just agreeing with prompts.
We
apologize for any misunderstanding that has occurred in regards to the
advertising that was set up for this business.
The majority of our advertising consulting is done in person through our
field sales representatives. However, to
ensure that all businesses are contacted and provided with the opportunity to
advertise in our directories, our inside sales representatives contact
businesses by telephone. These
representatives currently use "Voice Verified" recordings to record proper
authorization in compliance with telephone solicitation rules.
When
listening to the order recorded on October 22, 2016, I found that our sales
representative clearly states that the call is being recorded to verify the
advertising order with Ziplocal. [redacted] clearly
states her name as [redacted] and her title as owner. She confirms that she is agreeing to and is
authorized to approve the advertising in the 2015-Mammoth Lakes/High
Sierra directory, and confirms the type of advertising that she will be receiving. She also acknowledges that the total cost will
be $[redacted] for the year, and the fact that she prefers an invoice to be sent in
the mail to her PO Box. She is informed
of the location for our online terms and conditions, and she is thoroughly notified
of our three-day cancellation policyIn
fact, at the very end of the recording, [redacted] states, "I do, I understand and
I agree."
A
copy of the advertising order was sent to this customer's email address on
October 22, 2015, and a billing statement was sent on December 1, 2016. We then emailed this customer regarding the
unpaid balance on the account on January 25, 2016. [redacted] replied back and asked for the
contract and recordingShe also stated that she would send in paymentWe did not receive any notice of a dispute or
concern until [redacted] called our Customer Service department on February 18,
2016. This was nearly four months after
the contract date and two months after the directory had been published
containing their advertising. During the
dispute call, [redacted] claimed that there was no one named [redacted] or
[redacted]; however, we proved her claim to be wrong after
we played her the recording.
For
your reference, I have attached an electronic copy of the recorded conversation
along with our response. We are unclear
as to the reason that [redacted] would just agree with the prompts if she did not
understand or was busy. We feel that
this is a clear attempt to avoid payment of the agreed contact after the
services have been provided. It is evident
that this advertising order is valid, and Ziplocal is disputing this complaint
as unfounded
Thank
you for your assistance in this matter.
Should you have further questions or concerns, please feel free to
contact me
Sincerely,
Stacy
C[redacted]
Customer Relations Manager

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.
Sincerely,
[redacted]

Compl[redacted]t: [redacted]
I am rejecting this response because: I specifically told Cindy B[redacted] that the new contract WAS contingent on whether, or not, our new web designer was providing the same services that Ziplocal was going to provide. I do have a witness that was in the room at the time that it was discussed. I had not heard back from Ms. B[redacted] in a timely matter, so I called our web designer, Mr. W[redacted] to see if she had called him, and he said he had not heard from her, so I decided to cancel the services, and they told me that I had to do it in writing, so I also e-mailed my notice to cancel. Ms. B[redacted] did not contact Mr. W[redacted] until 2 weeks later. Mr. W[redacted] has the conversation, as well as the date documented for review, if needed. I can also have the witness, Mr. C[redacted], write a statement as well, if needed. I feel as if I was scammed, and pressured into this contract that was suppose to be on a conditional basis. Ms. B[redacted] assured me that she would check with Mr. W[redacted] first, before putting the contract into affect. She did not contact him until the 19th of that month, and I had cancelled on the 5th. Why would Ms. B[redacted] even call Mr. W[redacted], whom she did not even know at the time, if she did not agree to the terms that we had agreed on? She gets paid on this contract, and she agreed on something that she had no intention on making good. Why would she wait 2 weeks to contact him, when she knew I had only 3 days to cancel? I did not want to cause any trouble for Ms. B[redacted] at her work, so I did not mention that it was because of her, and her lack of actions, that it was cancelled.
Sincerely,
[redacted]

Dear
[redacted]:
This
is in response to your email sent on December 9, regarding the complaint
filed by [redacted] with [redacted].
In this
complaint, Ms[redacted] states that our sales representative informed
her that the advertising with Ziplocal was a renewal.
We
apologize for any misunderstanding that has occurred in regards to the
advertising that was set up for this business.
The majority of our advertising consulting is done in person through our
field sales representatives. However, to
ensure that all businesses are contacted and provided with the opportunity to
advertise in our directories, our inside sales representatives contact
businesses by telephone. These
representatives currently use "Voice Verified" recordings to record proper
authorization in compliance with telephone solicitation rules.
Our records show that on September 11, 2015, our Sales
Representative, Andrea M[redacted], contacted Ms[redacted] and received recorded
authorization to set up advertising in our 2015-Provo/Orem Phone
DirectoryIn this recording, I show
that Ms[redacted] confirmed to us that she was authorized to approve the
advertising order, and she acknowledged the total cost, the cancellation
deadline, and the location for our online terms and conditions. I also show that Ms[redacted] was specifically
told that she would receive a first-time customer discount. At no time was there an indication that this
was misrepresented as a renewal. When
Ms[redacted] contacted us on November 4, 2015, it was well past the three-day
cancellation period. In addition the
directory had already been published containing the advertising for [redacted]. Because of these factors, we
informed our customer that we were unable to cancel. We do not believe there was evidence of an
error on the part of our sales representative, and we are therefore disputing
this complaint
For
your reference, I have uploaded a copy of the recorded conversation to the RevDex.com Website. We thank you
for your assistance in this matter.
Should you have further questions or concerns, please feel free to contact
me
Sincerely,
Stacy
C[redacted]
Customer Relations Manager