Beaver County Times

I am writing this on behalf of my elderly parents, who have had the Times delivered for 70 years. The delivery service has gotten so bad that they would barely get 2 papers a week. Meanwhile the cost of a daily paper was deducted from their credit card on file. They called to complain and the person assured them they would get the paper delivered daily again. This of course did not happen. They called again to cancel the daily subscription and only go to having it delivered on Sundays only. Also they asked to receive a bill in the mail, rather than the auto debit from a credit card. They received the paper bill in the mail and picked Sunday delivery for 6 months and sent in a check for $62.40. Since then they have not received any Sunday papers. Once on a Tuesday they noticed papers in their mailbox and here it was 2 papers from Monday. Needless to say they are furious! So today I called the customer service number, was on hold for 20 minutes. Finally a female answers named Ira and the background noise was horrendous! I explained the situation my parents are having. I actually felt like I had to yell while I was talking to her because of the background noise. I finally asked her "where are you located", she replied back they were in the Philippines. I said to her that the background noise was terrible and that I could hardly hear her speaking. It sounded like 100 people all talking loudly at once in a small room. She assured me that my parents will start getting the Sunday paper. I would like to hope that they will, but something tells me nothing is going to change and they will probably end up cancelling/refund.

we auto pay our yearly subscription, over the last 10 delivery days we have not received a paper 5 of those days. The automated phone complaint system is a joke, I have called for 3 days straight now, still no paper! I have placed over two dozen calls and emails to multiple staff / departments listed in the paper and on the web site. To date, NO ONE has responded! Our subscription will not be renewed, what a HORRIBLE way to run a business !

To whom it may concern:All pay by mail customers are sent invoices, one two weeks prior to expiration, and one on the expiration dateOurpolicy is as such to give customers a grace period beyond due date to remit payment, On each of those invoices there isa notice to customers that “For your
convenience, subscriptions are automatically renewed unless our office is notifiedotherwiseIf your pay by payment is not received within days after the due date, your subscriptions will receive 30days grace before changing to carrier collect.”In this case we have informed the customer that we have forgiven any balances and apologized for the confusion.In response to recording complaints we have a computer system that tracks complaints and creates a monthly report.We will investigate to correct any problems that may be present in the way complaints are handled.Beaver County

The times was a good paper until the went to the morning paper. No news or news you already heard about. I quit buying it. I got a special offer a few years ago. 35 free news papers delivered. I received 1 paper and a bill within 7 days. I cancelled. A month ago
I tried to sign up for the online paper. So far I got 3 Sundays papers but can't log on to the site. I'm still a guest. This will be canceled too. Can't say I didn't try to give them my business. I'm done with them.

Unfortunately there are some roads in more rural areas we do not service due to distance or condition of road. Crooks
School Road is one of those roads. The customer was contacted by the telemarketing firm we contract to sell our
product. Potential customers in those areas should not be in our...

database of numbers provided to telemarketing firm. In
this case this number was not omitted. We have refunded customer the full amount she paid our newspaper and have
placed her number on our do not call list.

The paper carrier throws the paper in the yard year round. If they want tips they could at least put it on the top doorstep

Review: My newspaper subscription was due up for renewal early this fall. I did not send back the renewal forms as I did not want to renew due to lack of receiving my paper. This would normally cancel your subscription with any surface since you do not send in any more money. I called 3 times throughout the year to report non received papers and also informed them via their link online. According to the Times, I did not file any complaints as they have any recorded. After not receiving any resolution regarding the non delivered papers, I decided not to renew. I have now received a bill for $33.35 because I did not reply to the renewal form. If I did not reply to the form with payment, that would mean I am not renewing. The Times will keep running your subscription without your permission to do so and then they charge you for papers you did not sign up to receive. This is very misleading to the consumer and seems like a ploy to receive more money from those that unsubscribe since the newspaper business is in danger. After speaking with [redacted], who did not display customer service politely (please hear the recording if needed) and [redacted] who then told me I owe another $25.50 for the carrier of which I have NOT received any written documentation regarding this amount. It seems they just keep adding on more and more for you to pay when you cancel your paper. These charges are not made aware to the consumer until the time of billing.Desired Settlement: I would like the $33.35 and the $25.50 dropped as I did not renew my subscription and did not approve the delivery of the papers. The subscription should be terminated if no renewal form is submitted. Assumptions should not be made if no renewal form is submitted. [redacted] does not keep your cable going if you don't pay your bill. As they shouldn't. So why should the Times be allowed to assume delivery is approved without receiving payment and renewal from the customer?

Business

Response:

To whom it may concern:All pay by mail customers are sent 2 invoices, one two weeks prior to expiration, and one on the expiration date. Ourpolicy is as such to give customers a grace period beyond due date to remit payment, On each of those invoices there isa notice to customers that “For your convenience, subscriptions are automatically renewed unless our office is notifiedotherwise. If your pay by payment is not received within 15 days after the due date, your subscriptions will receive 30days grace before changing to carrier collect.”In this case we have informed the customer that we have forgiven any balances and apologized for the confusion.In response to recording complaints we have a computer system that tracks complaints and creates a monthly report.We will investigate to correct any problems that may be present in the way complaints are handled.Beaver County

Review: We are having issues receiving our daily news papers. We did not receive on daily paper on Thursday, June 19th. Called the Beaver Times at 2:30 pm, was told that there was nothing that they could do to get our paper to us, the only thing was to give us a credit for the day. Told the Times about the papers also being delivered wet from the rain and was told they would e-mail the carrier to let them know. Now this is the next day and we again did not receive a paper. called the Times at 1:10pm. and again was told there is nothing they could do to get us a paper. Was told that they would contact the carrier. ad we would receive another day of credit. I told them that someone from the Times needed to figure out how we would get our papers and was told that they could not do anything to get a paper delivered. This has been a continued problem with the paper service in our area for the last 15 years, if there was another paper to be delivered, we would stop this paper all together, the service is lousy. When we call and complain, they act like they do not care as to the kind of service that these paper carriers are giving. If they can't do the job the right way then the Times needs to find better who do care to do the job the best that they can. I don't want to drop the paper, but if this continues any longer we will do just that.Desired Settlement: New paper carrier in our neighbor hood that will do the job the right way, deliver the papers that they are paid to do. We do not want to have to keep calling and complaining, this keeps happening over and over more that it should. We just want the service that we are paying for.

Business

Response:

In response to the complaint, the regular

independent contractor was away and she subcontracted someone to deliver her

route for a brief time. Once the route

manager was informed there was a problem, he investigated and discovered the substitute

was leaving paper next door. The manager

contacted the substitute and corrected problem.

I myself tried to contact the customer today to follow up that problem

has been corrected, but had to leave a message.

We do offer re-delivery to subscribers provided they report missing paper

by 10:00 am.

Review: I live in the Clinton Beaver County side, and I can't get the Beaver County/Allegheny County Times Newspaper. I subscribed to the newspaper when I first moved to this address 2 years ago, and they told me the driver would not deliver it to me. I paid, and they refunded my money. I had a Times member call me a few months ago to get me to subscribe. I told them the driver would not bring it to me, and they explained the driver had no choice, and I would get it delivered. I did begin to get the paper, for a few weeks, and meantime I pre-paid for 52 weeks plus tip. I didn't get my paper yesterday, and when I called, they told me the driver would not deliver any longer and I will get a refund. This is crazy! I want reimbursed the tip as well.. I am so upset. The entire time this driver derived my paper, it was thrown on the ground. I went to my old house and took my old paper box and placed it at my new house, and lo and behold, the paper was continued to be delivered onto the ground. I want a complete refund of the entire amount I paid. the following is proof of the 2 times I order the paper, paid and was told I can't get it.Desired Settlement: I want my paper as I am a paid subscriber. Without fear of being canceled.

Business

Response:

Unfortunately there are some roads in more rural areas we do not service due to distance or condition of road. Crooks

School Road is one of those roads. The customer was contacted by the telemarketing firm we contract to sell our

product. Potential customers in those areas should not be in our database of numbers provided to telemarketing firm. In

this case this number was not omitted. We have refunded customer the full amount she paid our newspaper and have

placed her number on our do not call list.

Review: I subscribed to the Beaver County Times 2 and a half weeks ago and have only received the paper one time. I have filed 2 complaints via their online complaint system and emailed their customer service representative and still have not heard from them or received a paper.Desired Settlement: To receive my paper.

Business

Response:

Mr. Baker,

I am responding to ID [redacted] in which a Mr. [redacted] made a complaint against the

Beaver County Times for non- delivery of his newspaper and no contact regarding issue.

The steps we have taken were to contact the carrier responsible for delivering his paper to

be sure it is being delivered. We also had a Beaver County Times employees physically

verify delivery is now occurring.

In addition I made a phone call to Mr. [redacted] on Tuesday, November 19, 2013 at the

daytime number provided and left a message asking for a return call. I also offered to

install a delivery tube at no cost, which is normally a $9.00 charge.

I hope this issue is now resolved and Mr. [redacted] is satisfied with our service.

Operations Manager-Home delivery

Beaver County Times