General

Dear Mr Alvers

Thank-you for your posting of 10 February 2012; it is not clear if you are an advertiser with Motortrades – if you are, please contact us directly, and we will resolve any customer service issue that you may have.

You can contact us directly on 0845 468 2000 asking for Operations on extension 7803 or by email to [email protected]

We have a genuinely decent Customer Services team that do their best to fully resolve any complaints within 2 business days.

We currently have around 330, 000 active listings on-line with us, and with this level of listings, it’s inevitable that some complaints will arise from time to time.

Moving back to your posting, we don’t accept that Automatic Renewal is “sneaky”;

Automatic Renewal is used by many businesses in the directories field now, including the UK Market Leaders, Yell.com and BT with their Customer Street and uFindus.com Brands.

Indeed, as many of our Services include telephone number packages, call routing and web services / domains as part of a “bundle” Automatic Renewal and no risk of interruption to services is highly valued by our Customers.

Whilst there is no legal obligation for us to remind advertisers that their agreement remains in Automatic Renewal, we do issue monthly reminders to all advertisers and many thousands of customers choose to opt out of the Automatic Renewal programme following receipt of the reminders. Customers that don’t opt out remain within the programme and are then called by our Renewals Team to agree ant future renewal by telephone.

Earlier in our posting we made reference to both Yell.com and BT Directories using Automatic Renewal within their agreements. For reference purposes, this can be evidenced at the following links.

Yell.com Automatic Renewal

http://marketing.yell.com/legal/new-media-conditions.html

BT Directories Automatic Renewal

http://www.btcustomerstreet.com/resources/downloads/terms_and_conditions_11_12_2009.pdf


Specifically;
16. Renewal or Extension of Contract Yell.com
16.1 By entering into a twelve (12) month Contract (with Yell.com) for the Services set out on the Advertisement Order you agree to enter into a contract for advertising of an entry for THE NEXT AND FOLLOWING twelve (12) month period unless you opt out.