- Report: #700876
Report - Rebuttal - Arbitrate
Complaint Review: Priority One Clearing Services | Ripoff Report Verified™ …businesses you can trust. Priority One Clearing works directly with publishers & partners to process magazine subscriptions for consumers throughout US. Dedicated to making customer's subscription experience a positive one! Priority One Clearing, subscription clearinghouse for magazine publishers.
Priority One Clearing5420 Distribution Drive Ft. Wayne, Indiana United States of America
Priority One Clearing Services REVIEW: Priority One Clearing Service dedicated to total customer satisfaction. Priority One Clearing Services invested in dedicated, experienced staff ready to resolve any subscribers’ situation.
*UPDATE: Priority One Clearing Services pledges commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. Priority One Clearing Services recognized by Ripoff Report Verified™ as a safe business service.
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EDitor’s UPDATE: Positive rating and recognition has been given to Priority One Clearing Services for its commitment to excellence in customer service.
Ripoff Report’s discussions with Priority One Clearing Service have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Priority Once Clearing Service listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
Priority One’s Founder, Dawn Daugherty, explained to us, “Having 23 years in the industry I understand how frustrating it can be as a subscriber and not get the answers they deserve.” She has taken this experience and parlayed it into what she considers to be a state of the art customer service center. She also stated “She personally takes incoming subscriber calls weekly so she can better understand the challenges of her customer service professionals and the subscriber.” As a successful businesswoman, Dawn Daugherty knows it is critical to listen to the subscribers first hand order to better prepare her staff for resolutions.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
The information provided in this report below is based on comments made by Justin Rosen during an on-site inspection held by a third party verification company with no biases toward Priority One Clearing Services, Inc.
Priority One Clearing Services, Inc. is a company specializing in providing brokerage services, working as a middleman between companies who sell magazines and the companies that actually produce the magazines. They process the data as the companies work to sell magazines and obtain subscribers. “We make sure the publishers are being represented properly, the magazine gets processed, and the consumer gets their magazine,” states Justin Rosen, a representative of Priority One Clearing Services.
Because of Priority One Clearing Services’ business model, they do not reach out to potential customers to acquire leads. “We don’t acquire leads, because we don’t sell magazines. The agencies list brokers like BBB and DMA that scrub their leads to make sure there are not people on the Do Not Call list… The guys who are acquiring the leads for the consumers that call us are agencies who are out selling magazines. The way we get that [information] is because the agents or magazine sellers give it to us,” explains Mr. Rosen. Their interaction with the end consumer is limited, but Mr. Rosen explains that since they are the last people to touch the magazine before it gets mailed to the consumer, then the consumer can often contact Priority One Clearing Services regarding issues such as the method of delivery of the magazine, canceling delivery, etc.
Priority One Clearing Services Customer Support & Complaint Resolution
Cancelling the subscription, Mr. Rosen explains, is often the cause of complaints received from the consumers. Many times, if the consumer wants to cancel, they generally contact the publisher of the magazine first. Because Priority One works as a middleman between the publisher and the company who sold the subscription, all the publisher can do is refer the consumer to call Priority One. At this point, because Priority One is not the company who actually sold the consumer the subscription and collected payment, they generally have to refer to consumer to a third party, which is the company who actually sold them the magazine subscription. “Sometimes we can cancel it for them and that’s the end of the phone call, and other times we can’t because we have to refer them to yet one more person who took all of their credit card information. We don’t keep any [information] but the name, address, zip code, and magazine,” explains Mr. Rosen.
When dealing with customers who have this particular complain, the team at Priority One works to be able to just cancel the subscription for them, but even if they can’t, “We never tell them we don’t know. We always have an answer for them,” states Mr. Rosen. He says he’s confident in the companies that they do business with and their ability to take care of their customers. “We don’t just say, ‘Here call them and let them take care of you,’ and pass the buck. We know that when we give them a phone number to call someone, they might get a voicemail or they might get an automated attendant because it’s after hours, but they will get their situation resolved,” states Mr. Rosen. He explains that customers’ reactions to this type of situation could go either way. “On any given day, somebody might be really happy that they got a live person to answer the phone, so they’re happy that we told them where it came from… and sometimes they are disappointed or disgruntled because they have to make yet another phone call or they’re not sure how they got the magazine to begin with,” he explains, but says that unfortunately, he generally can’t answer their questions and has to refer them to the company who sold the subscription in the first place. Priority One does have follow-up procedures in place once complaints are resolved, but Mr. Rosen explains that they typically only follow up on bigger issues, such as situations that may involve the BBB.
In response to a complaint posted on Ripoff Report, Mr. Rosen states that, “We don’t sell magazine subscriptions. We process the data. We’re a data processing center, not a sales center.” He explains that the complaints generally revolve around the magazine subscription, which is not something Priority One is responsible for. However, since receiving complaints on Ripoff Report, Priority One has worked to expand their hours so they’re available to assist customers who may call in with questions or concerns. “We have always prided ourselves in the way we serve our customers here, so for me it wasn’t how we handle those calls differently, it was extending our hours,” explains Mr. Rosen.
Mr. Rosen and his team at Priority One Clearing Services recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “I think that Ripoff Report is an interesting platform for people to use to voice and alert people of businesses that need to be reported negatively. I think for us, it’s most important to get our company out there so that people understand really who we are versus being a sales center. The biggest misconception about us is that we’re a sales center and that we charge people’s credit cards. So for us, what is so important to me is to get it out there in a mass way that we are not a sales center. We don’t charge credit cards. And if they just give us an opportunity to help them resolve their customer service issues, we will,” states Mr. Rosen.
Priority One Clearing Services / Statements from the staff
"Dawn Daugherty’s personal and business ethics align completely and their experiences working with Priority One and Dawn Daugherty have been nothing but stellar and never any unmet promises. Her commitment to the community, the staff, which she proudly calls 'The Team', the publishers and to customer service is nothing less than outstanding.”
Priority One’s staff says there are amazed that Dawn Daugherty actually helps out on the customer service phones when they are busy. “To have her take calls so that she better understands our challenges and the frustrations that a subscriber may have is truly a sign of her commitment to this company”.
One newer employee stated “I have never worked for a company that cared so much about their staff and their customers. When Dawn says she is committed, she is serious about all areas of the business, she is all in!”
When subscribers use the “live chat” capability they are able to rate the representative they just worked with to resolve their problem. Those are reviewed and representatives are acknowledged for their accolades. Nothing goes unnoticed by Dawn Daugherty when it comes to a subscriber’s satisfaction.
STATED IMPROVEMENTS FROM PRIORITY ONE CLEARING:
Priority One Clearing recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation Priority One Clearing has made adjustments to the hours of receiving subscriber complaints. It has enable subscribers to contact Priority One outside of normal business hours.
In summary, after our review, which included discussions with Dawn Daugherty and many of her past and current associates, Ripoff Report is convinced that Priority One Clearing is committed to quality delivery of services resulting in total subscriber satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer ..
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Priority One Clearing Priority One Magazines Charging for magazines not ordered Ft. Wayne, IndianaSomeone called us about getting a discount gas card, and the next thing you know, I - a Pastor's wife - am going to get my mail and out pops a PORNOGRAPHIC magazine. Not one, mind you, but TWO of them! One for 'gals' one for 'guys'. I am thoroughly disgusted and shocked because usually one of my two children usually get the mail! I can't imagine if they had today.
So I come home and call the magazine publishers, and they tell me that we 'ordered' the magazine through 'Priority One'. No, we did not! I could not even cancel the magazines, they said I had to call the 'agency' to cancel. (One 'agency' was Priority One, the other was Subco - I reported both to BBB). When I called Subco, I encountered a very unprofessional voice message telling me to leave a message and that someone would get back with me by the end of the day. We will see.
My husband had to contact his credit card company and tell them about it, and now I have to tell my mailcarrier to reject any more incoming PORN magazines. I am apalled! Isn't it a crime to charge someone for something that has neither verbal nor written contract?
Anyway, I hope this helps someone else. Please...contact BBB and tell them your experiences with companies like this.
This report was posted on Ripoff Report on 02/28/2011 12:58 PM and is a permanent record located here: http://www.ripoffreport.com/r/Priority-One-Clearing/Ft-Wayne-Indiana-/Priority-One-Clearing-Priority-One-Magazines-Charging-for-magazines-not-ordered-Ft-Wayne-700876. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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