Bay Area News Group

Tell us why here...
Name:
Ms. Beth Young
Address:
920 S. ElDorado StreetSan Mateo, CA 94402
Dear Ms. Young: I am very sorry this incident happened. This is completely unacceptable to us.   I will connect with the manager of the solicitation company we use for door to door...

subscription activation to make sure that your $50 is refunded and the sales person you have identified is removed from our account.  I will connect with you separately via e-mail so that we can quickly resolve this issue to your satisfaction.  Please feel free to connect with me directly at [email protected] at any time regarding this matter.

Complaint: [redacted]I am rejecting this response because:  I received a call on May 2, 2017 from [redacted], head of the Circulation Dept.  He told me that he was looking into the matter and would be contacting the carrier to resolve the issue.  He stated that he needed me to work with him, of which I agreed, being that Bay Area News Group has been experiencing delivery problems in my area as there is only one carrier to cover the large area, and that the carrier may be farming out certain delivery areas and the individual that has my area is not doing a good job. 
I told him that I just wanted my hard copy newspaper and really did not want to cancel my subscription as I have been with them for a very long time, but having paid for something of which I am not receiving is not good business.  [redacted] assured me that he would correct the problem and gave me his telephone number ([redacted]) and told me to call him if I did not receive my papers this coming weekend (paper for Friday, Saturday, Sunday service - May 5, 6 & 7); and not to call the 800 number ([redacted]) and go through the voicemail prompts like I had been doing, as he wanted to know immediately if I did not receive my paper so he could contact the carrier. 
Well, much to my dismay, come Friday, May 5th I did not receive my paper, come Saturday, May 6th I did not receive my paper; and come Sunday, May 7th I did not receive my paper.  I called [redacted] on Friday, May 5th and left him a message accordingly and also called him on the morning of Monday, May 8th and left a message to let him know that I did not receive it on Saturday nor Sunday.  I did not call him on Saturday or Sunday, being that it was the weekend and I assumed that he does not work the weekend, which is why I called on Monday. 
When I called [redacted] on Monday, May 8th, I told him that I would give Bay Area News Group one more chance to make things right by delivering my papers (Friday, Saturday & Sunday) this coming weekend (May 12, 13 and 14), but if I did not receive them, I would be canceling my subscription as I can no longer see paying for a service that I am not receiving, it is just not right.  Therefore, if I do not receive my papers I will be calling on Monday, May 15th to cancel my subscription and being that I have not been receiving my papers for which I have paid, I highly doubt that when I request a refund that I will be sent a refund check....I won't hold my breath.
Also, please note that all of my calls to [redacted], as stated above,l have gone to his voicemail, I did not actually speak with him.  He had told me that he checks his voicemails regularly and that sometimes it takes time for him to return calls. As of today, Wednesday, May 10th at 9:50a, I have not received a call back nor voicemail from [redacted], of which I consider not very good customer service, especially when you know that the customer is having an issue and has been more than patient with the on-going situation.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/29) */
Dear Mr [redacted],
Please accept my apologies for the frustrations you experienced with you subscription.
I have researched the issue. Your account has been closed in good standing and delivery of the newspaper will cease.
If you should have...

any further questions regarding your account please contact me at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Service & Retention Manager
San Jose Mercury News

No, paper still does not get delivered by 6:30 AM as promised.

Thank you for letting us know of delivery issues of [redacted]. We do apologize for the inconvenience it may have caused. Our home delivery manager has been made aware of the delivery issues and working to resolve them to [redacted]'s satisfaction.  Please feel free to reach us if you have any...

questions or concerns.
 
Thank you,
[redacted]

Thank you for letting us know the delivery concerns of [redacted].  We do apologize for the inconvenience it may have caused. Our home delivery manager has been made aware of the delivery issues. We have also processed a refund for two months back to the customer.  Please let us know if you...

have any questions or concerns.
 
Thank you,
Circulation Dept.

Initial Business Response /* (1000, 8, 2015/10/28) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@bayareanewsgroup.com
Dear: [redacted]
Thank you for communicating your concern. I apologize for this misrepresentation by our sales representative. We will stop your account and...

send you a refund in the mail. Please connect with me at [redacted]@bayareanewsgroup.com if you have any further questions or concerns
Initial Consumer Rebuttal /* (2000, 10, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] C. [redacted]Atherton , CA [redacted]Daytime Phone: [redacted]Evening Phone: [redacted]E-mail: [redacted]
 
Dear **. [redacted]. I verified today that no delivery of The Mercury News was made to your home today. I appreciate your patience in...

this matter as our delivery contractor was acting on their own in error making these deliveries even after we had notified him multiple times that you had stopped your account and wanted no further newspapers delivered. I apologize for this error. Please feel free to connect directly with [redacted] if this problem reoccurs. 
Thank You.

Thank you for letting us know of [redacted] newspaper delivery concerns.  We do apologize for the inconvenience it may have caused.  This is to confirm that the newspaper account for Ms. [redacted] has been cancelled per her request and the account is cleared of any outstanding balance....

 Please feel free to contact us if you have any questions or concerns.
 
Thank you,
[redacted]

Complaint: [redacted]I am rejecting this response because:
This is a followup to my previous complaint #[redacted] which I thought had been resolved. Last Friday, April 8th, I have received a refund check in the mail for $23.95 but it was made out to somebody else (Someone with the surname Lee), not to...

[redacted]. Today (April 13th), the check I gave out to their solicitation guy has been cashed about 22 days after I filed my initial complaint with you. I am not sure if the Bay Area News Group is so desperate for $23.95 so they are playing games with the refunds by putting random names on the refund checks
I am looking to receive a refund check with my name on it ([redacted]) not someone else's. Also I would like them to cancel any subscriptions under my name to prevent future charges. I am hoping that this is the last time I am dealing with these guys. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I STILL HAVE THE SAME PROBLEM WITH THE DELIVERY SERVICE, AND WHEN I CALL TO REPORT THIS AND REQUEST A NEW PAPER TO BE DELIVERED I RECEIVE NO PAPER AT ALL. I HAVE SPOKEN TO A SUPERVISOR AND THEY HAVE GIVEN ME TWO FREE WEEKS OF EXTRA SERVICE BUT THE PROBLEM STILL PERSISTS. I ALSO CALLED ON 1-3-17 TO RENEW MY SERVICE AND PAY $132.00 FOR A 6 MONTHS RENEWAL AND GAVE ALL MY INFO ON MY DEBIT CARD AND THEY SHOWED NOTHING IN THE COMPUTER, WHAT DID THEY DO WITH THIS INFO??? I JUST WANT MY DAILY PAPER TO BE DELIVERED AS REQUESTED AND AT A RESONABLE TIME IN THE MORNING. I HAVE HAD THIS NEWSPAPER SUBSCRIPTION WITH THE OAKLAND TRIBUNE FOR OVER 30 PLUS YEARS AND HAVE NEVER HAD A PROBLEM LIKE THIS EXCEPT FOR THE LAST YEAR AND A HALF. PLEASE LOOK INTO THIS AND HELP WITH THIS BAD SERVICE. THANK YOUSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
Dear Ms [redacted],
Please accept my apologies for the frustrations you have experienced with your subscription. I have reviewed your account. A refund in the amount of $48.00 was issued to the Discover Credit card on account. The refund was...

processed on 6/29/15.
Please review your Discover Credit card account records to confirm receipt.
Should you have any further questions regarding your account please feel free to contact us at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Service & Retention Manager
Bay Area News Group
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
8-23-15
Sent via email from consumer:
[redacted]
Okay [redacted], everything is taken care of. Please close the complaint.
Thank you.

Good morning:
 
I did speak to [redacted] to discuss the delivery issues. I have made our home delivery manager aware of these issues and will make sure that these get resolved to customer's satisfaction.  [redacted] has my phone number for any concerns she may have regarding delivery.
 
Thank you,
 
[redacted]
Circulation Dept.

Initial Business Response /* (1000, 9, 2015/10/02) */
Dear Mr [redacted],
Please accept my apologies for the frustrations you experienced with your subscription. Your subscription has been stopped and the account closed in good standing. A refund of $27.80 will be refunded to your credit card on...

file.
If you have any further questions regarding your account please contact me directly at XXX-XXX-XXXX.
Sincerely,
[redacted] & Retention Manager

I spoke with Mr. [redacted] regarding the quality of delivery of The Mercury News that he is receiving it later than his requested time.
We agreed on a plan to resolve his delivery request over the next month, and we have credited his account for the prior late delivery.  If we are not successful in resolving the problem to his satisfaction, we will work with him on additional solutions, up to and including refunding his subscription payment. 
Our goal will be to satisfy his delivery request and to retain him as a valuable subscriber.
 
Sincerely,
[redacted]
Circulation Manager
[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 have received my refund check.Sincerely, [redacted]

Please accept our sincere apologies for the inconvenience it may have caused.  Our home delivery manager has been made aware of the unwanted papers that were being delivered and he confirmed that delveries have been stopped now.  Again, we apologize for the trouble it...

caused.
 
Thank you,
[redacted]
Circulation Dept.

Initial Business Response /* (1000, 5, 2015/11/03) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@bayareanewsgroup.com
[redacted]: Thank you for letting us know about this. I have checked our records and we do now show any subscription to The Mercury News at the name address or phone...

number that you provided.
This means that our newspaper carrier made a mistaken delivery to you on Sunday. I apologize for their error and I will notify in an effort to make sure it does not happen again. If you have further questions or concerns please send me an email to [redacted]@bayareanewsgroup.com

We reviewed and followed up on this complaint and we apologize for the inconvenience. Our Sr. Manager of home delivery reached out to [redacted] and offered him early deliveries going forward. We also offered two months of credit for Sunday paper for the inconvenience. [redacted] accepted all as a...

fair settlement. Please feel free to reach our office should you have any questions or concerns.
Thank you,
Circulation Dept.

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. Sincerely, [redacted]