Progressive Business Publications

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response
because of the following reasons:
1) I did not order or place an
order as you state in your letter to the Revdex.com.  I did receive a call from
one of your representatives regarding whether I would like to order.  Said
representative wanted to turn my call over to another individual
to verify so they could place my
order.  I clearly said to your representative that I do not want to place
any order. Your representative continued to persist even though I kept refusing
and I was forced to hang up to end our conversation.
2) I do not know why you think
providing my fax number as proof of ordering is sufficient to show I ordered
something from you.  Especially when my fax number is information readily
available to general public as a business.  Anyone can get it from the
phone book or visiting our website.  Your providing it as proof of order
is fairly questionable.  I would advise that you question your business
practice if this is the way in which you approve/confirm orders, as anyone in
your call center then could place any amount of fictitious orders simply by
looking up a business’s
fax number.  Judging from the amount of complaints you are receiving at
the Revdex.com, I would advise you to look into your policies closely as there seem to
be a large number of similar complaints regarding your methods of verification
via birth date or fax.  Certainly a business that does high volume sales
as you say you do, should take better measure to insure your past, current and
future customers are not so falsely charged as it discredits your reputation
and complaints should
not be dismissed as an unfortunate incident. 
3) When your representative
calls, they were requesting I review a book and if I was interested in seeing it. Then, they request information to verify an
order.  When
your representative requested verification, I clearly said, NO, to them.  If they are saying I said yes, well,
then I am here to say to you, I
said No. Which means I did not consent to the purchase of your
book. .  But you sent it to me anyway without my consent.  Which
would then mean, this alleged book is indeed considered a free gift per the
Federal Trade Commission and US Postal Service as items which are not ordered
and sent any way are considered gifts and the sender is not allowed to charge
you for them.  Indeed, it could be considered a federal offense if you did
charge for them. But I returned the book package to you out of
consideration and since I already
returned it to you via the US Postal Services, I am not in need of your offer
of the free postage return.
3)  Although you state
you sent a confirmation letter to us within 24 hours, I did not receive any
confirmation letter from you at all.  I am sure your records could confirm
that you sent them.  Unfortunately, your system cannot confirm that
individuals receive your letter thus all you can prove is you sent it. 
Your current system, then can be said to fail as your customers are left
without knowledge of said transactions until the item arrives without
notice.  The first correspondence I received arrived on the same date as
the book package you sent.  It was an invoice charging me for the book I
did not order.  This invoice, dated December 3, 2014, does not have any phone number with which to
contact you.  As such, this contradicts what you state as me being able to
contact you via phone.  If you do not include your phone number on your
invoice, it is difficult to contact you.  So, I did the next best
thing.  I returned your package to you as well as your invoice immediately
as I certainly did not want to be charged for a book I did not order or want. I
also returned the invoice noting that we did not order said item. 
Although you indicate you have a toll free number available on your newsletter,
a better practice would be to place your toll-free number on your invoice so
individuals billed can contact you immediately to inform you of your
errors.  Especially since your newsletter is not enclosed with your
invoices.  If required I can provide photos of said invoice to prove the
lack of phone contact. 
4)  No courtesy is required as I have stated
throughout this entire process, I have not purchased, nor will I ever purchase
anything from you or your company. Unlike yourselves, I do not hesitate to
state this.  It is also expected you remove any charges in your records
directed towards me because I did not purchase anything from you and it would
be strange to charge me for something I did not purchase.  I fail to
comprehend why you consider it a courtesy on your part when I have been saying
all along that I did not want the book, I did not purchase the book, and I did
not keep the book. 
5)  Finally, if I had
really made an order with you, I believe I would have provided you with a
corrected name and address to which you could have sent the book and certainly
would not have you send it to the suite#1 as indicated on your invoice or to
the name which you addressed the billing, neither of which is fully correct. It will still
arrive as the school name is correct as is the majority of the address. 
However, it is certainly not the information I would have provided to you if I had placed an order with your
sales department.  So much for your stringent quality control
procedures?  The problem seems to be with your sales department rather
than my conduct with your company.  Perhaps, you will review your business
procedures to ensure better quality control when soliciting products via phone
conversations. 
Thus for these reasons, and many more, I do reject and object to
the wording of your response, especially since you do not guarantee I will not
be further harassed with continued billings and inquiries from your
company. 
Regards, "[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.  I would like to add that some of the so called "Facts" presented were not true.   [redacted] is not now, nor has she ever been or represented herself to be Quality Manager.   
I wish to be on a "No Call" list from this business so this problem can not happen again.  We have had problems in the past of the same nature.   We do not wish to do business with the company and will not do business via a phone call.
Since I see many, many complaints of the same type from other companies, I would think their business practices are suspect.   Also,  I believe they have an "F' rating.
I thank Revdex.com for your help.
Regards,
[redacted]

Thank you for your email of 1/15/15 regarding the above referenced agency complaint that you received on 1/14/15. After review, we would like to respond to your letter with the following detailed explanation.Please note that our primary method by...

which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that Mr. Keith [redacted], Sls Mgr., placed an order on 2/7/14 for our Selling Advantage publication and he provided us with birth date information as 1/23, as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the Conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 5-month period of time.Thus the goods that were ordered by Mr. [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as Youndeliverable”. If we had we would have cancelled the account immediately.With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general Custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we contacted the collection agency on 1/15/15 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many "risk free” subscriptions had been accepted before; 2-paid in full accounts. While looking further, we found another open account for Mr. [redacted] that he accepted on 5/29/14 for our Facility Manger’s Alert. He - provided us with his birth date of 5/10 and an email address. We sent a confirmation the same day. It was about to go to collections so we cancelled this immediately. We found other accounts that were cancelled as we instructed without issue.
Regarding a statement made in this complaint that Ms [redacted] made stating she contacted us twice in order to cancel the account; our computer records do not show ever receiving such a request.We have initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too. Please be advised that we do make up our labels in advance, so if those gentlemen should receive another newsletter please keep it with our compliments. - - “ . . . . . -Please know that we do business regularly with thousands of companies who place “repeat” orders due to their continued satisfaction and our excellent customer service.All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department if you have any further questions at [redacted].Thank you.
Sylvia E. N[redacted]Dir. of Subscriber ServicesSEN/dh

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.  Thank you for intervening for me in this matter,  It is too bad that a free offer has to come to this point.  Repeated cancellations in writing meant nothing to Progressive.  Thanks for your help. 
Regards,
[redacted]

pre-wrap;">May 29, 2015
[redacted]
Revdex.com
1880 JFK Blvd –
Ste 1300
Phila., PA  19103
RE: COMPLAINT LETTER/FILE #[redacted]/CA
Dear [redacted]:
Thank you for your email of 5/29/15 regarding the above referenced agency complaint that you received on 5/26/15. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on-line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address and asking for the month and day of the person’s birth.
Regarding the specifics of this situation, please note that [redacted], CBO, placed an order on 1/13/15 for our What’s Working in Human Resources publication. We were provided with birth date information as [redacted]. Before ending the call we clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 4-month period of time.
Thus the goods that were ordered by [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals and cancellation requests.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.
As a courtesy we cancelled this account on 5/29/15 as requested. There is no money due or owing on the account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many, different “risk free” subscriptions had been accepted before; 3-paid in full accounts of which 1 was renewed for 5 years. All other accounts were cancelled as we instructed without issue.
We have initiated a request the same day that the name and telephone number be removed from our computer files. This action takes approximately 30- days to process. In business we hesitate to say the company will never receive another mailing from us. If the company’s name information changes, our computers may not recognize it and something may go out. If that should happen, please call and we will remove that version also.
Please know that we do business regularly with thousands of companies who regularly place repeat orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in our newsletter. It contains our address and telephone number. We also have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.

Feel free to contact the Customer Service Department if you
have any questions at ###-###-####. Thank you.
Cordially yours,
Michael G[redacted]
Customer Service Director
SEN/dh
Encl.

April 24, 2014
Dear [redacted]:Thank you for your email of 4/24/14 regarding the above referenced complaint that you received on 4/23/14. After review of our detailed electronic records, we would like to respond to your letter with the following explanation.
Please note that our...

primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the persons birth date and asking for the persons email address or fax so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or corrections that need to be made.Regarding the specifics of this situation, please note that [redacted], Controller, placed an order on 9/16/13 for our Safety Compliance Alert publication. She provided us with a birth date of **, as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation letter went through without any problems.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same Computer system sent the newsletters and invoices over a -month period of time.
Thus the goods that were ordered by [redacted] were sent to her at their 2nd location [redacted], IN [redacted]. This computer tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show that we ever received a cancellation on this account or mail returned as undeliverable. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industrys general custom. However, if neither paid nor cancelled after 5 months, 2 warning notices plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we contacted the collection agency on 4/24/14 and they advised us that they have received payment in full ($299.00) on 4/23/14 for the subscription. [redacted] has marked this account Settled Satisfactorily" and they reinstated the account so that she will get the remaining newsletters of the 1-year subscription. There will be no ramifications due to this account being turned over for collection and there is no money due or owing on this account. Once the collection agency receives payment there can be no refunds made.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many trial subscriptions had been accepted before and all were cancelled as we instructed without issue except this account.Please know that we do business regularly with thousands of Companies who place repeated orders due to their continued satisfaction and excellent customer service.
All of Our contact information is in the newsletter. It contains our address and telephone number. We, also, have a 24 hour7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact the Customer Service Department if you have any questions at [redacted].Thank you.Cordinally,

May 1, 2014
Dear [redacted] :Thank you for your email of 4/30/14 regarding the above referenced complaint that you received on 4/29/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our...

primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the persons birth date and asking for the persons email or fax number so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or changes that needs to be made.Regarding the specifics of this situation, please note that **. [redacted], Project Mgr., placed an order on 12/4/13 for our Environmental Compliance Alert publication. We were provided with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 4-month period of time.Thus the goods that were ordered by **. [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals and cancellation requests.
It does not show that we ever received a call to cancel or a request for the taped conversation. We want to assure **. [redacted] that we do record at the time of the call and these recordings are used only for inhouse training and quality purposes and are not stored for an extended amount of time. Please note we never use other sources to get the information we require to set up a trial subscription. We simply ask questions of the person we have on the phone. These include verifying the address, asking for the month and day of the persons birth.
With all telephone orders placed, find the information helpful, if the ordering person does not all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry's general custom.As a courtesy we cancelled this account on 4/30/14 as requested. There is no money due or owning on the account.
Please know that we do business regularly with thousands of Companies who regularly place repeat orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in our newsletter. It contains our address and telephone number. We also have a 24 hour 7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Feel free to contact the Customer Service Department if you have any questions at [redacted]. Thank you.
echo for men

September 22, 2014
Dear [redacted] :
Thank you for your...

email of 9/22/14 regarding the above referenced complaint that you received on 9/19/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the person's birth date and asking for the person’s email or fax number so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Controller, placed an order on 7/7/14 for our Keep Up To Date On Payroll publication. We were provided with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the Conversation took place. Once the order was placed, the same Computer system sent the newsletters and invoices over a 1-month period of time.
Thus the goods that were ordered by [redacted] sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals and cancellation requests.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.
As a courtesy we cancelled this account on 8/26/14 as they requested via U.S. Mail. There is no money due or owning on the account.We initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If the company’s name is misspelled or the zip code incorrect, our computers may not recognize it and something may go out. If that should happen, please call and we will remove that version too.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many, many different ``no risk” subscriptions had been accepted before and were cancelled.Please know that we do business regularly with thousands of Companies who regularly place repeat orders due to their continued satisfaction and our excellent customer service.
All Of Our Contact information is in our newsletter. It contains our address and telephone number. We also have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Feel free to contact the Customer Service Department if you have any questions at [redacted]. Thank you.Cordially yours, Sylvia N.
Dir. Of Subscriber Services

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This companies deceptive business practices are well known and their form letter response is not going to get it done. Please work to put them out of business.
Regards,
[redacted]

November 13, 2014Dear [redacted]:Thank you for your email of 11/13/14 regarding the above referenced complaint that you received on 11/10/14. After review of our detailed electronic records we would like to respond to your letter with the...

following explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the person's birth date and asking for the person’s email or fax number so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Staff Develop. , placed an order on 6/17/14 for our Safety Compliance Alert, publication. We were provided with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the Conversation took place. Once the order was placed, the same Computer system sent the newsletters and invoices over a 2-month period of time.
Thus the goods that were ordered by Ms Blodget were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests.
With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.
As a courtesy we cancelled this account on 9/15/14 as requested the same day we received their cancellation via the mail. There is no money due or owing on the account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many different `risk free” Subscriptions had been accepted before and all accounts were cancelled as we instructed without issue.
Please know that we do business regularly with thousands of Companies who place "repeat” orders due to their continued satisfaction and Our excellent customer service.
All Of Our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Feel free to contact the Customer Service Department if you have any questions at [redacted].
Thank you.
Cordially,
Sylvia N. Dir. Of Subscriber Services

April 14, 2014
Dear [redacted]:Thank you for your email of 4/11/14 regarding the above referenced complaint that you received 4/10/14. After review, of our detailed electronic records we would like to respond to your letter with the following explanation.Please note that our...

primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on-line programs. We have very stringent quality control procedures regarding our representatives making this offer and they include verifying the mailing address, asking for the month and day of the person's birth date and asking for the person's email address or fax so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that **. [redacted]-[redacted], Mktg Mgr, placed an order on 9/18/13 for our Selling Advantage publication for 5-copies of the annual subscription and he provided us with a birth date of [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. We do show that the confirmation letter went through without any problems.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 5-month period of time.Thus the goods that were ordered by **. [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, online programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation on the account or mail returned as "undeliverable". If we had we would have cancelled the account immediately.With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry's general custom.However, if neither paid nor cancelled after 5 months, 2 warning notices plus and additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.As a courtesy we contacted the collection agency on 4/14/14 and advised the agency to cease collections and to cancel the account. They have assured us that this has been done. There will be no ramifications due to the account being turned over for collection. There is no money due or owing on this account.We asked if they had received payment on this account, as **. [redacted] states in his complaint and they said they have not received any type of payment on the account. Be advised that once the collection does receive payment there can be no refunds made.While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found other trial subscriptions had been accepted before and were cancelled as we instructed without issue.We initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If the company's name is misspelled or the zip code incorrect, our computers may not recognize it and something may go out. If that should happen, please call and we will remove that version too.
Please know that we do business regularly with thousands of companies who regularly place repeat orders due to their continued satisfaction and excellent customer service.All of our contact information is in our newsletter. It contains our address and toll free telephone number. We, also have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Feel free to contact the Customer Service Department if you have any questions at ###-###-####. Thank you.Cordially yours,

August 21, 2014
Dear [redacted]:
Thank you for your email of 8/21/14 regarding the above referenced agency complaint that you received on...

8/20/14. After review, we would like to respond to your letter with the following detailed explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Land Surveyor, placed an order on 1/14/14 for our Safety Compliance Alert publication and he provided us with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletter and invoices over a 5-month period of time.Thus the goods that were ordered by [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicalis sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as "undeliverable”. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.As a courtesy we contacted the collection agency on 8/21/14 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or Owing on this account.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many different trial subscriptions had been accepted before; 2-paid in full accounts while others were cancelled as we instructed without issue except this account. Also, we did find the [redacted] accepted a trial subscription to our HR Handbook: Workplace Solutions From A to Z book and its companion newsletter in 2012 and that account was Cancelled properly and the book was returned as instructed.
We have initiated a request on 8/21/14 that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.
Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Please feel free to contact our Customer Service Department if you have any further questions at [redacted].Thank you.
Cordially Yours,Sylvia N.
Dir. Of Subscriber Services

Thank you for your email of 2/23/15 regarding the above referenced complaint that you received on 2/16/15. After review of our detailed electronic records we would like to respond to your letter with the following explanation.Please note that our...

primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the person's birth date and asking for the person’s email or fax number so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that Ms [redacted], H/R Generalist, placed an order on 9/12/14 for our What’s Working In Human Resources publication. We were provided with birth date information as 2/1, as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 4-month period of time.Thus the goods that were ordered by Ms [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests.With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.As a courtesy we cancelled this account on 2/19/15 G 4:34 PM (EST) as requested when they contacted us. There is no money due or owing on the account.We initiated a request on 2/19/15 that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.While researching this complaint we did find that this company has done business with us in the past and is aware of Our - cancellation policy. We found 1—different `risk free” subscription had been accepted before but was never cancelled as we instructed and, unfortunately, went for collections. They resolved the matter and paid the collection agency.Please know that we do business regularly with thousands of companies who place "repeat” orders due to their continued satisfaction and our excellent customer service.All of our contact information is in our newsletter and it Contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Feel free to contact the Customer Service Department if you have any questions at [redacted]. Thank you.Subscriber Serv.SEN/dh

December 8, 2014Dear [redacted]:
Thank you for your email of 12/5/14 regarding the above referenced...

complaint that you received on 12/1/14. After review of our detailed electronic records we would like to respond to your letter with the following explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address, asking for the month and day of the person's birth date and asking for the person’s email or fax number so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Plant Mgr., placed an order on 10/9/14 for our Quality Manager’s Alert publication. We were provided with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked, cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletter and an invoice over a 1-month period of time.
Thus the goods that were ordered by [redacted] were sent to the same address that shows on this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests.With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.
As a courtesy we cancelled this account on 12/1/14 as he requested when we were contacted that day. There is no money due or owing on the account.
We initiated a request on 12/8/14 that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.
While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found a few different "risk free” subscriptions had been accepted before and cancelled as we instructed.
Please know that we do business regularly with thousands of companies who place “repeat” orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in our newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Feel free to contact the Customer Service Department if you have any questions at [redacted].
Thank you.Cordially Sylvia N. Dir. Of Subscriber Services

September 25, 2014Dear [redacted]:Thank you for your email of 9/24/14 regarding the above referenced agency complaint that you received on 9/24/14. After review, we would like to respond to your letter with the...

following detailed explanation.Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Mgr., placed an order on 2/10/14 for our Environmental Compliance Alert publication and he provided us with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the Conversation took place. Once the order was placed, the same computer system sent the newsletter and invoices over a 5-month period of time.
Thus the goods that were ordered by [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as \undeliverable”. If we had we would have cancelled the account immediately.With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.As a courtesy we contacted the collection agency on 9/25/14 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.
Please know that we do business regularly with thousands of companies who place "repeat” orders due to their continued satisfaction and our excellent customer service.
All of Our contact information is in the newsletter and it Contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.
Please feel free to contact our Customer Service Department if you have any further questions at [redacted].
Thank you.
Cordially,
Sylvia N. Dir. Of Subscriber Services

December 18, 2014
Dear [redacted]:
Thank you for your email of 12/18/14 regarding the above referenced agency complaint that you received...

on 12/16/14. After review, we would like to respond to your letter with the following detailed explanation.
Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.
Regarding the specifics of this situation, please note that [redacted], Office Mgr., placed an order on 5/22/14 for our Safety Compliance Alert publication and she provided us with birth date information as [redacted], as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.
The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the same computer system sent the newsletters and invoices over a 5-month period of time.Thus the goods that were ordered by [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as “undeliverable”. If we had we would have cancelled the account immediately.
With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.
As a courtesy we contacted the collection agency on 12/18/14 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.
[redacted] states in her complaint that she spoke to a gentleman who told her, "He would take care of the problem”, however we do not have any males currently in our Customer Service Department that she could have spoken to.Please know that we do business regularly with thousands of companies who place "repeat” orders due to their continued satisfaction and our excellent customer service.
All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of Calls we receive daily from our coast-to-coast subscribers.
Please feel free to contact our Customer Service Department if you have any further questions at [redacted]. Thank you.
Cordially Sylvia N.
Dir. Of Subscriber Services

Dear [redacted] :Thank you for your email of 3/17/15 regarding the above referenced agency complaint that you received on 3/11/15. After review, we would like to respond to your letter with the following detailed explanation.Please note that our primary method by which we secure Orders is...

by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the person’s birth date and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours. This serves to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that [redacted] placed an order on 8/11/14 for our Safety Compliance Alert publication and he provided us with birth date information as 9/8, as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the conversation took place. Once the order was placed, the samecomputer system sent the newsletters and invoices over a 5-month period of time.Thus the goods that were ordered by [redacted] were sent to the same address that shows in this complaint. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as `undeliverable". If we had we would have cancelled the account immediately.With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.As a courtesy we contacted the collection agency on 3/17/15 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.While researching this complaint we did find that this company has done business with us in the past and is aware of Our cancellation policy. We found several "risk free” subscriptions had been accepted before; accounts were cancelled as we instructed. [redacted] did verify that the email we have is Correct.We have initiated a request on the same day that the name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too. Please be advised that we do make up our labels in advance, so if he receives another newsletter please keep it with our compliments.Please know that we do business regularly with thousands of Companies who place "repeat” orders due to their continued satisfaction and our excellent customer service.All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour /7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department if you have any further questions at [redacted]Thank you.sylvia E. N[redacted]Dir . Of Subscriber Service

May 15, 20Thank you for your email of 5/14/14 regarding the above referenced agency complaint that you received on 5/13/14. After review, we would like to respond to your letter with the following detailed explanation.Please note that our primary method by which we secure orders is by...

telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or on line programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the mailing address, asking for the month and day of the persons birth date and asking for the persons email address or fax so we can send written confirmation of the order within 24 hours, as well as to encourage contact with us if there are any mistakes or changes that need to be made.Regarding the specifics of this situation, please note that [redacted], Ops Mgr., placed an order on 10/23/13 for our Whats Working In Human Resources publication and she provided us with birth date information as **, as well as an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed, including the liberal 60-day, no questions asked cancellation policy. Our computers show that the confirmation went through without any problems.The birth date information is obtained, in part, to verify the Conversation took place. Once the order was placed, the same computer system sent the newsletter and invoices over a 5-month period of time.Thus the goods that were ordered by [redacted] were sent to her @ [redacted], ND, [redacted]. This computer system records and tracks all confirmations, invoices, on-line programs, books, periodicals sent and cancellation requests. It does not show ever receiving a cancellation request or mail returned as undeliverable. If we had we would have cancelled the account immediately.With all telephone orders placed, if the ordering person does not find the information helpful, all that is required is to write CANCEL on the invoice and return that to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industrys general Custom. However, if neither paid nor cancelled after 5-months, 2-warning notices, plus an additional 30-day wait period the account may be turned over for collection. That is what happened in this instance.As a courtesy we contacted the collection agency on 5/14/14 and advised them to cease collection and cancel this account. They have assured us that this will be done. There will be no ramifications due to this account going for collection and there is no money due or owing on this account.While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found many, many trial subscriptions had been accepted before and were cancelled as we instructed without issue.We have initiated a request on the same day that the company name, address and telephone number be removed from our computer files. This action takes approximately 30-days to process. In business we hesitate to say the company will never receive another mailing from us. If any company information changes our Computers may not recognize it and something may go out. If that should happen, simply call us and we will remove that version, too.Please know that we do business regularly with thousands of companies who place repeated orders due to their continued satisfaction and our excellent customer service.All of our contact information is in the newsletter and it contains our toll free telephone number. We, also, have a 24 hour 7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Please feel free to contact our Customer Service Department if you have any further questions at [redacted].Thank you.

September 12, 2016[redacted]                       
[redacted]
[redacted]
[redacted]
[redacted]  [redacted] RE: [redacted]...

[redacted] Dear [redacted]: Thank you for your email of 9/9/16 regarding the above referenced agency complaint that you received on 9/8/16. After review of our detailed electronic records we would like to respond to your letter with the following explanation. Please note that our primary method by which we secure orders is by telephone solicitation. In such cases, our representatives take orders with a 60-day right of cancellation to a 1-year subscription to one of our newsletters, books or online programs. We have very stringent quality control procedures regarding our representatives making this offer. These include verifying the address and asking for the person’s email address or fax so we can send written confirmation of the order within 24 hours.This serves to encourage contact with us if there are any mistakes or changes that need to be made. Regarding the specifics of this situation, please note that [redacted],Office Manager, placed an order on 7/13/16 for our Safety Compliance Alert publication and we were provided with an email address. Within 24 hours of the discussion, we sent a confirmation letter that clearly restated the offer discussed,including the liberal 60-day, no questions asked, cancellation policy. Our computer shows that the email went through without any problems. Once the order was placed, the same computer system sent the newsletters and invoices over a 1-month period of time. Thus the goods that were ordered by [redacted] were sent to the same address that shows on this complaint. Our computer system records and tracks all confirmations, invoices, online programs, books, periodicals sent and cancellation requests. With all telephone orders placed, if the ordering person does not find the information helpful, all that needs to be done is to write CANCEL on the invoice and return it to us or advise us any other way and the subscription will be stopped with no payment required, as is the publishing industry’s general custom.As a courtesy we cancelled this account on 8/22/16 when our Customer Service department received a cancellation request. There is no money due or owing on the account.We have initiated a request the same day that the name and telephone number be removed from our computer files. This action takes approximately 30- days to process. In business we hesitate to say the company will never receive another mailing from us. If the company’s name information changes, our computers may not recognize it and something may go out. If that should happen, please call and we will remove that version also.While researching this complaint we did find that this company has done business with us in the past and is aware of our cancellation policy. We found several “risk free” subscriptions had been accepted before;1 paid in full account for while all others were cancelled as we instructed without issue. Please know that we do business regularly with thousands of companies who regularly place repeat orders  due to their continued satisfaction and excellent customer service.All of our contact information is in our newsletter and contains our toll free telephone number. We, also have a 24 hour/7 days a week voice mail system due to the large amount of calls we receive daily from our coast-to-coast subscribers.Feel free to contact the Customer Service Department if you have any questions at 1-800-220-5000. Thank you.Cordially yours,Michael G[redacted]Customer Service DirectorEN/dh