ComplaintsforCMS of Holland, Inc.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a predatory business who gets authorization from people who cannot make such commitments then has refused to stop service when told. Even for collections of bills they violate standard collection laws and call almost daily. It borderlines on harassment. I want them to stop service but they refuse to.

  Business response

  09/30/2024

  To whom it may concern, 

  This facility has had accounts with our company since 11/16/2022. On that date, ***** ****** placed an order for the business stating they were authorized to purchase for the facility. The monthly payments were set up automatically on a credit card. On 06/19/2023, the same employee placed another order from our company for additional magazines. On 09/13/2023 ***** ****** called in to change the payment method to invoicing.  Since then we have had multiple conversations with the facility regarding the account and billing methods. They have switched payment mehods mutiple times and have always been great customers. At no point through our continuous contact with this company did they ever say this person was not authorized to purchase for the facility until the complainant contacted us on 05/02/2024 and asked about cancelling. At that time we explained the terms of the agreement and that the 1st account was almost paid off and offered a settlement on the 2nd account. When the most recent credit card we had on file expired we did call the facility to update the payment method, which they did on 09/27/2024. As of today we have cancelled the accounts and placed the facility on our Do Not Call list. We are sorry to lose them as a customer and hope this will satisfy their concerns. We are not a predatory business and only placed the orders at the direction of the employee who stated they were authorized. 

   

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am an office manager at a retirement home. When I started this job there were bills from this magazine company, but no magazines in our building. I complained to the company and asked WHY we have no magazines for the money we are paying. CMS assured me that magazines have been delivered to our address. I asked every employee if they see the magazines, and no one had seen them in the time they each have worked here. I complained to CMS again, and they rudely told me that every magazine had been delivered. I asked the mailman where he puts the magazines that have been delivered, and he said he has never delivered a magazine to our office/building in the 6+ months that he has delivered to us. He told me to contact the post office and have them look into where these magazines are. I did- no magazines have been sent to this address, except to private residences and they are delivered in their name. When CMS called yesterday, I told them what I had discovered and they IMMEDIATELY told me that they would cancel our account and we won't receive any more magazines. I laughed and asked what our money had been going to, since we have NEVER received a single issue. They rudely ended the call. We deserve a refund of over $500 worth of magazines that were never sent.

  Business response

  05/08/2024

  We reached out to the customer today to resolve concerns on the account.  We are investigating the delivery issues & we hope we resolved the complaint to her satisfaction. We appreciate their business over the years.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a predatory company that attempts to scam money out of nursing homes. They called multiple times asking for the Activity Director and would get sent to me. They try to mislead you into believing that they are legitimate vendors that you already do business with. Then they send a bunch of fake invoices that they try to pressure you into paying. I've never even seen a delivery of the magazines they are attempting to bill us for. Luckily, I caught these invoices and was able to cancel payment, sadly a few were already paid.

  Business response

  05/11/2023

  This facility has been a customer since December 2020. We have never had any problems or complaints from this company. The original account was placed by a previous employee. When we contacted them on October 4, 2022 about the renewal of their service, we were instructed to speak to the current activities director who placed an order and stated that she was authorized by the facility to make purchases. Since that time we have received no requests for cancellation despite us talking with the facility multiple times about the payments that were due. The only thing they ever requested was a W9 form and reprints of outstanding invoices. We don't understand how they can state that we are a predatory company with fake invoices when they placed the order and requested copies of the invoices. As of today we will cancel this account. They will continue to receive magazines, please keep them with our compliments. We wish we would have had the opportunity to discuss these issues with them but again this is the first we are hearing that they have any problems with our company. We thank them for their years of business, the order is canceled and we will place them  on our do not call list.

  Customer response

  05/11/2023

   
  Complaint: ********
  
  I am rejecting this response because: It is inaccurate, and they have not stated that they will delete invoices and refund previous payments.  I do appreciate being placed on the no call list though. 
  
  Sincerely,
  
  ******* ********

  Business response

  05/11/2023

  If they have sent payments on this account we have not received them. We have not received a payment since 2022 on the previous account. As we stated we have canceled the account.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was contacted when I worked for a former employer as their activity director regarding this magazine subscription. Was told there would be a trial period. Was told we could cancel anytime. I made 1 payment by check which they said they hadn’t received yet but would make note of it. I quit the position and sent in to cancel before I left via their contact us form and today the office manager called and said that CMS keeps calling demanding payment of over $1000! This should of been cancelled. I no longer work there!

  Business response

  03/09/2023

  In regards to this complaint. First of all, the order was placed by **** ****** on 11/04/22. At no point did we discuss a trial offer or cancellation. She placed the order stating that she was authorized to purchase for ********* ***** ******* After we processed the order with her permission to do so we had no complaints and again, no questions regarding cancellation. The only communication we had with Ms ****** was her stating that payments would be sent and invoices had already been submitted and she didn't know why they hadn't been paid yet. As far as her stating she mailed us a check we have still not received said check but shows that she understands that she placed an order. After speaking with the Business Office Manager we are cancelling this account as they stated she was not authorized despite what she told us. We wish this could have been avoided by Ms ****** contacting us directly as the facility asked her to do. Again, the order is cancelled.

  Customer response

  03/09/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I work at a long-term care facility. I am currently the Director of Social Services, but at the beginning of this dispute I served as the Business Office Manager. Our Director of Activities resigned shortly after I began my role in the business office and I started receiving invoices from CMS of Holland in September. When I spoke with the representative, she advised me that the Director of Activities had initiated the magazine subscription request and that we had already made several payments in previous months. I have no record of any of these payments, nor does anyone who worked at the facility prior. When I asked for a copy of the contract, I was told there was no contract needed because verbal consent was given over the phone. When I asked for proof of payment, I was given a document that had random payment amounts from July to September. The Accounts Payable team member and I started around the same time (in August) and she has never made any payment. I had specifically requested that information that communicated how the payments were made (via credit card or bank account) but this was not provided. I was also advised that I had to wait to receive what information I did get a full business day—it couldn't be faxed the day of my request. The representative has been hostile toward me over the phone when I ask for more information. They have not been able to prove to me that we genuinely requested their subscription services. It seems suspicious that they began claiming we owed them money after the activities director had left and a new business office team member had just started. I advised the representative that the activities director did not have the authority to enter into financial agreements with services. They have now threatened to refer us to an outside collection agency. No effort on their part has been made to satisfy my requests for information or to resolve this problem.

  Business response

  01/09/2023

  I am very sorry for the confusion. The order was placed 02/22/2022 by ******* ****** who stated she was authorized to place the order for the facility. We  received the first payment covering four months on 07/05/2022 which was paid by check# **** in the amount of $143.51. After receipt of that check we received the next three payments by cash through the mail on 08/01/2022 ($30.00), 08/29/2022 ($34.00) & 09/26/2022 ($35.00). I have faxed a copy of the original check to Mr ********. We are sorry for the delay but we did have to go back through last years records. I hope this helps, if you have any additional questions please feel free to contact us at 1-800-865-6716.

  Customer response

  01/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ******* was never authorized to make these purchases and isn't even a signer for the account used. We would be willing the pay the past due balance for the magazines received but would appreciate it if you would cancel this subscription with no additional charges.
  
  Sincerely,
  
  **** ********

  Business response

  01/11/2023

  We will gladly cancel the account for the past due amount of $103.74. Again, we are sorry for the confusion but we only did what we were asked to do by the employee who stated she was authorized to make purchases for the business.  If you require anything additional please feel free to reach out. Upon receipt of the $103.74 the account will be canceled.  

  Customer response

  01/11/2023

  
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  12/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took over as Activity Director for my facility and CMS of Holland called me and asked if I wanted to try the three month free trial and I said yes. I did NOT sign up for a subscription for anything. After the three months was up they called asking for money for the three months. I paid them and told them to cancel my account. They refuse to cancel my account saying we have a contract. I have not signed anything or agreed to any contract. They call non stop being aggressive over the phone and super rude, which is very unprofessional. I refuse to pay something I did NOT sign up for.

  Business response

  12/05/2022

  To Whom it May Concern,

  This order was placed by ***** ***** on July 1, 2022. She place the order for a 60 month service, where she was to pay $34.58 each month for 30 months and in return receive the magazine for 60 months. At no time was a three month trial discussed nor is it offered by CMS of Holland. A written guarantee and agreement was mailed the day the order was placed. The first payment on this account was made on 08/16/2022 in the amount of $69.16 and the next payment was received on 11/08/2022 in the amount of $70.89 which is equivalent to 4 of the monthly payments. 

  We called today regarding the December payment that is due.  We were informed that ***** no longer works there and therefore they will no longer be paying. We tried explaining the terms of the service that were agreed to. We tried offering a settlement to cancel the account, however; they did not want to discuss anything with us and we were informed to never call back and if we were going to seek further collections not to send it in *****'s name but only the businesses name.

  At this time we will cancel the account. But please note we only placed the order at their request after we fully explained the terms of the services and they agreed the terms were acceptable. Prior to today we have had no complaints or issues from ***** or the facility.  We are sorry we couldn't have had more of an opportunity to settle this amicably between both parties. Please enjoy the magazines that you will receive with our compliments.

  Customer response

  12/06/2022

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, My complaint with this company is regarding them borderline harassing my facility. I was contacted by a lady named ***, when speaking with her I stated we would like to cancel our subscription, which she said was not possible. At this time they are still contacting us stating they have sent an in-voice for the magazine we never received. My business would like cancel services with this company as no magazine ever arrived and ask that they stop calling and harassing my employees.

  Business response

  09/29/2022

  We are sorry for any confusion. They only conversation we have documented is on 07/21/22 when they stated payment was in process and we should be receiving shortly. As of today this account is canceled and the facility has been placed on our do not call list. Please disregard any invoices and enjoy any magazines that are received.

  Customer response

  09/29/2022

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/28/22 - I am receiving numerous calls and letters from Commercial Magazine Service of Holland about a subscription I DID NOT agree to. They insist I did or they wouldn't be calling from billing. That is it. That is their argument. I explained that I told him I MIGHT be interested in signing up, I would discuss with my administrator. Apparently, he tried to trick me into agreeing to this service even though I expressly said I did not want at that time. I am not paying for a service that I was bullied and tried to be tricked into buying into and I especially don't want to continue the business with them that the previous director of activities set up with them before I came to this building. I want them to cancel the charges I did not agree to and I want them to stop harassing me at my workplace on a near daily basis.

  Business response

  07/28/2022

  We spoke with the customer today. This was a new order placed for the facility made by the complainant. It was fully explained to her at the time, that the order would be processed that day with her permission to do so. We went through the order thoroughly with the customer including explaining the billing and their payment options before ever processing the order. At no point was the customer bullied or tricked, it was a very lengthy & cordial conversation. The sales rep offered the service and at no time did she ever state that she was not interested. We even take the extra step of going through recorded verification reiterating everything that was discussed and the customer giving us approval to process the order. The sales manager offered to replay the recording to the customer but she declined and agreed to a settlement to close the account.

  We are sorry the customer changed her mind but we feel did everything we could to be sure she understood what she'd be receiving and paying for. Upon receipt of the settlement this account will be canceled.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I took over as activity director at this facility, CMS called on the phone saying that we had not paid our invoices for this service, and that it was on a 5 year contract that could not be cancelled because the previous director had signed it according to them. I was unaware of this. After several months, they threatened to send the unpaid balance to collections. When I called to discuss this and repeated that I want to cancel the service, they stated that the service could be discontinued if we paid the past due balance. We then paid the past due balance and thought we were finished with this company, but recently "Dorothy" from CMS has been calling our business office trying to receive payment for this month. This was not the verbal agreement because the service was to be discontinued and no more invoices sent after the past due balance was paid.

  Business response

  06/06/2022

  [BBB transcription via email from the business]

  re: ******* *** **

   

  I apologize for any confusion. We did receive the payment for the past due amount and the account is cancelled.

  
  

  Thank you,

  
  

  Kim *******

  CMS of Holland, Inc.

  Customer response

  06/08/2022

  
  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.
  
  Sincerely,
  
  ******* *** **

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to their services for 1 year, 4 years later they are still taking money out of my account and every time I call to cancel they say I have to pay off the end of contract! It’s been 4 years and they won’t cancel, I don’t what else to do! I’ve asked for so called contract and they supply me with nothing.

  Business response

  05/03/2022

  [transcribed by BBB]

   

  From: *** ******* ************************

  To: ******************** **********************

  Sent: ******** ***** *** ***** ******** ** ***

  Subject: *** ** *******

  
  

  
  

  
  

  ******* ****** placed an order on November 15, 2017.  She agreed to 60 month service at $14.95 per month which at this time she has made 53 payments. We have not had any contact with her since September 2020 at which time she updated her credit card because it had expired. We have no cancelation requests on file at any time. If she would like discuss her account she may reach us at ***************

  
  

  Thank you,

  
  

  *** *******

  CMS of Holland, Inc.

  Customer response

  05/06/2022

  
  Complaint: ********
  
  I am rejecting this response because: it was a 2 year term, I have called every year! Every year I get a total over $400! This is not acceptable because it is untrue!
  
  Sincerely,
  
  ******* ******

  Business response

  05/23/2022

  [BBB transcription via email from business] 

  In response to the 2nd letter sent from ****** ******, she placed this order for 60 months (5 years) of service and currently has six payments left of $14.95 ($89.70).  If you have any questions please call me at **************.
  

  
  

  Thank you,

  
  

  Kim *******

  CMS of Holland, Inc.

  Customer response

  05/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: I did not agree to 5 years! I didn’t even know if my business would make it, where’s the copy of said contract for 5 years like I have asked for
  
  Sincerely,
  
  ******* ******

  Business response

  06/07/2022

  Sorry for any confusion. The order has been canceled.

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