ComplaintsforThe Cook Political Report

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about October 5th I ordered a monthly subscription to the Cook Political Report. It offered 7 day free trial if you signed up for a month at $35. That should have brought me to November 12th after the November 8th election. I noticed on 10/24 my subscription ended November 5th. I inquired about the 7 days and I got a response that it expired. When i said it was on the website on the day I signed up, they said I signed up wrong. I responded with do the right thing and give me what I am entitled to and they advertised. They never responded.

  Business response

  11/21/2022

  We have reviewed this customer's complaint, which contains several inaccuracies. On Oct 5, he signed up for a monthly subscription to our service ($35/mo). He agreed to our terms of use and received full access and services as associated with a monthly subscription. On Oct 23, this customer said he wanted a free trial. The free trials were only available during a limited time in September and October, and were only available as a trial to new users prior to signing up. In subscribing, this customer forfeited his trial. Additionally, the trial was no longer available on Oct 23. From his message, it appears that the customer wanted to extend his month subscription beyond Nov. 5 when it would have expired so that he would have access to our election results content without paying for a second month. Our customer service team answered his first complaint within one business day (on Oct 24) letting him know that we would be happy to cancel his subscription before it renewed, and that the trial wasn't available. After several prompt exchanges that day, the customer reported his displeasure and sent several emails **outside of business hours**, getting increasingly frustrated. It appears that it was during this window of time that he reported this complaint to the BBB. Our customer service team found his multiple overnight messages on Oct 25, and responded prior to 10 am with a solution of a refund for the full month. We never heard back from this customer until we received this notice from the BBB that included inaccurate information and claimed that we never responded to his complaints. For full documentation of the conversation, his order and our refund, please see the attached documentation. We take great pride in our customer service and welcome any additional questions. Thank you.

  Customer response

  12/08/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  ---------- Forwarded message ---------
  From: *** **** ******* <*************>
  Date: Wed, Dec 7, 2022 at 3:11 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <info@mybbb.org>

  
  I am satisfied with the outcome. They returned my money.

  
  

  Thank you,

  
  

  **** ******** *****

  ************

  ###-###-####

  
  Regards,
  
  **** *******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩