Hartford Courant

Review: On 11/18/13 I submitted Check No. [redacted] to The Hartford Courant for the amount of $208.79 to continue my subscription to the newspaper for the period ending on 12/10/14. My bank statement shows that the check was received and cashed by the Courant's payment office. My present subscription ended on 12/9/13 and the renewed subscription was to start today (12/10/13). I did not receive the newspaper. I called the Courant today 3 times, and each time I was told I would receive the newspaper shortly.It is now 11:45 a.m. and no newspaper has been delivered. Either deliver the newspaper or return my money back.Desired Settlement: Continue with the newspaper delivery or return my $208.79.

Business

Response:

December 20, 2013

Revdex.com Case # [redacted]

Review: This is the second time in 3 months that we haven't received a paper. The first time we canceled the subscription. This was after calling every hour on a Sun for our paper and being promised it would be delivered, which it never was. When I called on Monday they said that they already delivered it which never happened. The second time which is today, 20 Oct 2013, We didn't get our paper. I called 4 times though the day. First time was a answering machine, second time I talked to a person, the third time I believe I got the same person and request the supervisor. In a not so nice tone asked why do you want a supervisor? and both times assured me the paper would be delivered, and the fourth time I got a answering machine and told me they weren't delivering anymore and would refund my account.Desired Settlement: I want my Sunday Paper. I do not want a refund.

Business

Response:

October 24, 2013

Review: I have talked to 3 customer service reps, 1 customer service supervisor and 1 customer advocate with my complaint. All 5 people have said that " they promise to fix the delivery problem". But they have not corrected the situation. The first 2 calls were late August, early September; the third date call was on 9/11 and I spoke to [redacted]; the fourth call was on 9/18 with [redacted]; the fifth call was on 9/18 with customer advocate [redacted] who promised me that she would rectify the situation and call back on 9/19 which she did not.

The problem - my neighbor at [redacted] (across the street from my property) subscribes to the Hartford Courant, but they continue to deliver the newspaper to my property (driveway, yard, garden, etc). I do not want the paper thrown on my property every day. I have explained to everyone that I have spoken to that either they can place the paper in the newspaper box attached to the [redacted] mailbox, which is placed on my property or they should throw the paper on the driveway/yard, etc of [redacted] which is across the street from their mailbox location.

The Hartford Courant has not rectified this situation even though they promise a correction each time I called. They will not give me any other phone numbers to call. They will not give me the number of the distribution/delivery department so I can talk to them directly. This is horrible customer service for a delivery of a product that I have never subscribed to.Desired Settlement: Stop delivering the Hartford Courant to my property at [redacted].

Business

Response:

October 8, 2014

This is in response to [redacted] complaint regarding his neighbor's paper being left on his property.

Operations Manager [redacted] will address this issue with both the distributor and contractor. He also has left two phone messages for Mr. [redacted] as follow-up.

We apologize for the obvious frustration and inconvenience Mr. [redacted] has suffered.

Sincerely, [redacted] Senior Customer Service Representative

Review: The Hartford Courant has stopped adding vacation stop credits to a current subscription unless the vacation is 29 days or more. Since when? This is fraud. It also puts $28.00 in their pockets. This is not advertised and unless you call teir out of country call center---who would know. Is this legal?

Product_Or_Service: newspaper delivery

Account_Number: subscriptionDesired Settlement: DesiredSettlementID: Other (requires explanation)

This should be investigated as to legality. I want a complaint filed.

Business

Response:

September 17, 2013

Review: We have been attempting to cancel our subscription to Hartford Courant (HC) for months now. We have spoken numerous times to HC phone representatives attempting to cancel. It took many weeks before deliveries halted. The last time we spoke with a HC phone rep they indicated indicated we’d be receiving a final invoice in the next few weeks.

We received an invoice which states “FINAL NOTICE Amount Due $36.97." This was paid by check #[redacted] dated 11 Aug 14. The check back indicates it was deposited into the HC account on 11 Aug 14. The memo field on the front face of the check states “[redacted]-CANCELLED IMMEDIATELY”.

To our total amazement later in August we received from a company identified as [redacted], Inc. a letter dated 14 Aug 14 stating in part “…the Hartford Courant has placed your account with us for collection. Despite our client’s previous efforts, this matter remains unresolved. . .”

Along with this letter from [redacted] we also began again to receive the Sunday Hartford Courant. We have explained time and again to HC that we no longer wish to be provided with any services from HC delivery organization. What began as our simple desire to receive just a Sunday newspaper has turned into an open ended effort by HC to provide and charge for more than a single Sunday paper every week delivered on Sunday morning.

We cancelled delivery some time ago. We believed the invoice sent to us which resulted in our issuing check # [redacted], on 11 Aug 14, for $36.97 would close out our relationship with HC forever. Several weeks after cashing our check HC again began delivering the Sunday paper and had also apparently turned our account over to [redacted]Desired Settlement: We want HC paper deliveries to cease. Any papers delivered since the August time frame are not our responsibility since we had cancelled our deliveries prior to that time. HC provided a Final Notice Amount Due for our account of $36.97 which we paid and HC received payment in mid-August.

We want a letter stating we owe nothing on our account [redacted] since 11 Aug 14 when our check was deposited into

the Hartford Courant's [redacted] bank account.

Business

Response:

September 16, 2014

Revdex.com Case #[redacted] I’m writing in response to the above noted Revdex.com complaint. Our records indicate that delivery to your home was stopped on 07/13/2014 due to non-payment, and that your account was then sent to collections. On 08/11/2014, a payment in the amount of $36.97 was posted to your account. The letter you received on 08/14/2014 from the collection agency was sent due to a timing issue. Please be assured that your credit rating has in no way been affected and that all collection activity has ceased.

Regarding the subsequent deliveries to your home, your subscription was erroneously restarted when the payment posted. We apologize for this mishap and have corrected this error. Our records reflect that your account is stopped with a zero balance.

Please accept our sincere apology for the inconvenience you have suffered. If you have any further questions, please contact our customer service center at ###-###-#### and a representative will be happy to assist you.

Sincerely, [redacted] Senior Customer Service Representative

Consumer

Response:

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

Review: The Hartford Courant continually fails to deliver my newspaper.

I subscribe to the 4 days per week, Thursdays thru Sundays option.

In the past 2 weeks, deliveries have been missed on 8 out of 8 days. Re-deliveries were made on 3 days the first week, but were promised but never re-delivered on the 4 days in the second week (11/12, 11/13,11/14, 11/15/2015).

Customer service personnel are always very courteous or apologetic, but their promises of re-delivery or manager call-backs are never fulfilled.

Subscriptions are extended for missed papers, but it's of little use since they seem intent on not even bothering to deliver their product.Desired Settlement: I wish for Hartford Courant to fulfill their contractual obligations & deliver newspapers on schedule.

Additionally, I hope for a manager from this company to contact me and discuss why they feel they deserve to have my business, since they so obviously feel nothing but contempt and disregard for servicing their own customers.

Business

Response:

November 30, 2015

Revdex.com Case [redacted]

I’m writing in response to your concern submitted to the Revdex.com.

Please accept our sincerest apology for the inconvenience you have suffered as a result of your newspaper delivery issues. We have contacted operational manager Jorge Madeira, who has contacted you and has provided you with his contact information.

Again, we apologize for the delivery issue and for the inconvenience you have experienced. We will do everything possible to ensure that you receive a newspaper every Thursday thru Sunday. We hope you find this resolution satisfactory. Please contact our customer service department at ###-###-#### should you have any questions.

Sincerely,

Carmen T[redacted]Senior Customer Service Representative

Consumer

Response:

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

Review: Service was to be canceled with the Hartford Courant on July 6th 2014, and although I no longer received the newspaper from them I received a notification in November 2014 for failure to pay a bill. After calling them to inquire about the notice on November 25th 2014 I was told I would get a call back after the support person was going to investigate the problem. Rather than getting a call back, I recieved a bill in December. I called the Hartford Courant again on December 8th 2014 and was told the same thing and again I did not receive a call back but this time I received a bill from a collection agency. I called yet again on January 6th 2015 and talked to a supervisor, [redacted], and after explaining the situation I was told everything would be taken care of. I called on January 14th 2015 and confirmed there was no balance due on my account. Then I received another bill from the collection agency dated January 29th 2015.Desired Settlement: Stop the bills since I no longer have service, and to make sure my credit score is not affected since my bills are coming from a collection agency now instead of the Hartford Courant.

Business

Response:

February 23, 2015

Revdex.com Case #[redacted]

Review: After complaining about billing and payment harassment from Customer Service my morning delivery of the paper has stopped, creating a huge problem to me. Complaining about being harassed and correcting the billing issue has introduced additional harassment issues to me. It does not appear the situation of having 2 subscriptions in place at the same address was properly corrected. I am concerned what the Hartford Courant will do next. Its not right I have to spend all this time to correct their issues.Desired Settlement: CORRECT THE PROBLEM AND STOP HARASSING ME

Business

Response:

December 04, 2013

Review: I prepaid for a one year subscription and need to call because my paper is not delivered. When you reach customer service they do not tell you when it will be delivered. I am trying to heal from a broken foot and have spent way too much of my time trying to get a resolution to this recurring issue. I was promised that it would be delivered to my door as requested prior to paying for this service.Desired Settlement: My paper delivered as promised to the location as promised without my having to call constantly.

Business

Response:

April 07, 2015

Review: I called and signed up last week for 4 subscriptions to the Sunday only paper for $13 for the year per subscription. The delivery was supposed to begin yesterday May 18, 2014. I waited until 8:30 yesterday morning and called the customer service number because I did not receive my papers. I was told they would be redelivered by 9 am. I waited until 9:45 am and called again because the papers were still not delivered. I was then told they would be delivered by 11:30 and if they were not delivered by 11 am to call again. Well it was 11 am and still no papers. I called at 11 and was assured they would be delivered yesterday. No papers were ever delivered. I called this morning and was told they put in a request for redelivery. No papers. I waited until 11 am and called again, still no papers. The 1800 number and the local phone number direct you to people in the Phillipines who just keep assuring me the papers will be delivered! Would be nice to talk to a local customer service rep who can tell me what is going on and why the papers that I paid for are not being delivered! Not a good way to treat a new customer, who still has no papers. I use the papers for the coupons to help save my family money. Very disappointed in this situation.Desired Settlement: I want this resolved.

Business

Response:

May 27, 2014

Revdex.com Case #[redacted]

Review: We ordered a subscription from the Courant months ago. We specifically asked for our subscription not to be automatically renewed. After a few weeks of receiving the paper we did not get it delivered for many many weeks. We were told we would be credited for the papers we never received. After our subscription was over we did not renew it but the Hartford Courant kept sending us papers. Apparently they renewed our subscription without telling us and now we get bills for a subscription we never ordered or wanted. After calling them to fix this problem we received another bill. We NEVER wanted to renew our newspaper.

Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Take care of the bills you keep sending.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

June 15, 2013

Revdex.com Case #: XXXXXXXX

HC Account#: XXXXXXXX

I am writing in response to your concern submitted to the Revdex.com regarding continuous delivery of your newspaper and subsequent bills received. Our policy, which appears on all invoices and marketing pieces, states:

This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, you must call us at XXX-XXX-XXXX local or at X-XXX-XXX-XXXXoutside the Hartford area.

Our records indicate that newspaper delivery to your home was stopped on 5/26/13 per your phone request on 5/22/13. We have also closed out the outstanding balance of $21.15 on the account.

We apologize for the confusion surrounding your subscription. If you have any additional questions, please contact me at XXX-XXX-XXXX

Sincerely,

Senior Customer Service Representative

The Hartford Courant

Review: I have subscribed to the Hartford Courant and I am "supposed" to receive the Sunday issue of The Hartford Courant. In the past 3 months, the paper has NOT been delivered at least 4 times. I have made numerous calls to report this, including 4 calls on Sunday 3/8/15, 4 calls on Monday 3/9/15 and one calls thus far today, 3/10/15. I have been told EACH AND EVERY TIME that I would receive Sunday's paper "shortly" and that a Distribution Manager would contact me. I have NOT received a paper NOT have I been contacted. I really hate liars and that is what you get if you call Customer Service at the Hartford Courant.Desired Settlement: I think I deserve a call from a Manager and I would like the Sunday paper, even at this ridiculously late date.

Business

Response:

March 23, 2015

Revdex.com Case# [redacted]

Review: My wife and I recently were on vacation to [redacted] and to [redacted] right after Christmas. We called to stop delivery of the Hartford Courant for a total of approximately 21 days between the two trips. Upon returning I received my Hartford Courant billing for the next cycle. I noticed there was no credit for the time we stopped the paper. I called the Courant and was told they don't give credits or extend the time of the billing period. I asked to speak the supervisor and [redacted] (the person I was speaking to) told me she was the supervisor and could nothing for me on the bill.I asked to speak to the manager and she said she doesn't have one. I told her I've been working over 50 years and have always reported to someone and how fortunate she was to have no one to report to and since she is solely in charge that I would like my credits for the stopped deliveries. She said the Courant has a new policy enacted last year that unless delivery is stopped for over 28 days there is no credit. I looked at my past payment bill over the years and noticed no extensions as promised. So I asked her ([redacted]) that all the times in the past when we have stopped deliveries (as we have done each summer for many years while on vacation for various times) that we CONTINUE TO PAY for a service we don't receive. She said she was sorry but that's their policy. And yet when we don't get a paper because of bad weather and call to ask about it the person ALWAYS says they will credit our account. After considerable discussion with [redacted] (who would not give me her last name)she extended my contract for one week only. I told her I have multiple issues with this so-called settlement and will contacting the Revdex.com. She didn't budge and keep saying she was sorry.Desired Settlement: At least 21 days of refunds (includes snow days with no deliveries) and assurance that in the future when we hold deliveries that we won't be charged. I will provide my account number upon request. If there is settlement I would like to be notified by the Courant in writing, not by [redacted] who is in charge of everything but nothing. I'm sorry to get long-winded but this is not fair. Lastly, what about all the past years credits in dispute?

Business

Response:

Review: Subscribed to Sunday Hatrford Courant. did not receive the paper for 6 or 7 weekend. Had to call every sunday to a call center in philistines and were promised delivery or credit. No deliveries were made and saw no credit.

Got delivery last weekend and then again no paper on 12/6/15.

No idea how they are planning to credit me or rectify the problem. Every time I call And ask to speak to a supervisor in CT, i'll get routed back to phillipines.

Awful customer and product service.Desired Settlement: Make up for all the papers they did not deliver.

Business

Response:

December 21,

2015

Revdex.com Case#

Please accept our sincerest apology for the inconvenience

you have suffered as a result of your

newspaper delivery issues.

We addressed your delivery concerns with Operational Manager Robin

C[redacted]-who contacted you. Also, delivery concern has been addressed

with the local distributor for an immediate resolution.

Your account has been credited

for reported delivery concerns from 06/07/15 thru 12/06/15. Service credit of

11 weeks has been applied. The paid thru date for your subscription has been

extended to 02/14/16.

Again, you have our

sincere apology for the obvious frustration and inconvenience you have

suffered. You are a valued subscriber

and we will do everything possible to ensure that you receive your newspaper

every Sunday. We hope you find this resolution satisfactory. Please contact our customer service

department at ###-###-#### should you have any

questions.

Sincerely,

Carmen T[redacted]

Senior Customer

Service Representative

Review: I have been a subscriber for over 20 years, with only a handful of delivery issues in all that time. For the last WEEK, we have not received our paper on time, and when it does come, it is wet and/or at the end of our driveway near the road. I have called EVERY day this week and was put through to a supervisor once, who GUARANTEED me that I would hear from my regional office manager within 36 hours. It has been 5 days. I would like a phone call from a supervisor immediately, or please let me know how to contact a regional manager. If we cannot be guaranteed on-time delivery, we will cancel our subscription. I would like a return call immediately.Desired Settlement: I would like to talk with the regional manager and find out why we aren't getting our newspaper on time EVERY day. If they cannot assure that they can fix these problems, we will cancel our subscription. We have had wonderful service for years. I cannot figure out what has been going on since the new year began (we assume a new delivery person) and, more importantly, why no one seems to care enough to contact a valued customer.

Business

Response:

January 16, 2014

Revdex.com Case #[redacted]

Review: I have called at least 20 times in the past 18 months regarding the inconsistent delivery of the Hartford Courant. First, calling the customer service dept. is senseless. They are located in the Philipines and do nothing except credit one's account. This week we have not received a paper three out of the last four days.Desired Settlement: I've been told that I live in an area where I can't get my paper delivered later. If the contractor who delivers the paper had the consequence where he had to come back to my house to give me my paper, maybe he would deliver it properly, like everyday.

Business

Response:

July 2, 2014

Revdex.com ID# [redacted] Please accept our sincerest apology for the continued delivery issues you have been experiencing.

Regional operations manager, [redacted], will call you directly to discuss as well as address the issue with the distributor.

You are a valued subscriber and we will do everything in our power to better serve you in the future.

Sincerely, [redacted] Senior Customer Service Representative

Review: To Whom It May Concern: I am writing to you regarding a letter I received from a collection agency on Behalf of the Hartford Courant. This debt collector [redacted] seems to think that we owe the Courant $107.08. I cannot figure out why you would possibly be seeking this money but I did try to call the customer service department at [redacted] to discuss this matter. However, it was impossible to reach a live person and my only telephonic option seemed to be to renew my subscription by pressing certain keys on the telephone. So, I tried to email to resolve this issue and I received a bounceback email from the address "[redacted]" The message stated that "Your message can't be delivered because delivery to this address is restricted". Because I could not reach the Courant to discuss live via normal channels I resorted to the Revdex.com and I hope this approach will resolve the situation.I was a loyal Hartford Courant subscriber for many years (Account #[redacted]). Each year when we received the subscription notice, I paid, in full, by check for a years renewal in one lump sum. This past spring we made a conscious decision NOT to renew. As a result, I did not respond to the Courants solicitation to renew my subscription and we did not send a check. In fact, we gave absolutely no indication that we wanted to continue receiving the Courant.So at this time, I am puzzled why you could possibly be sending me a bill let alone referring this to a debt collector. Please update your records and immediately cease any attempt to collect money from us or I will be forced to take additional steps to address this erroneous attempt to collect a debt.Desired Settlement: I seek two things:1) Remove the disputed charges and assure that this debt collector does not contact us any more AND that this is not reported to any credit agencies as an uncollected debt2) Someone should review the Courant's phone and mail customer service options - currently is seems almost like you do not want customers to be able to reach you

Business

Response:

November 06, 2013

Review: I had the Hartford Courant for a 1 year subscription 2 years ago. While I had my subscription I filed several claims about my paper not being delivered. I would say I received my paper on time around 40-50% of the time. Some weeks I didn't receive anything at all. I have not gotten a paper in over a year since the subscription was over in October 2014. I have recevied several mailings from Hartford Courant trying to get me to renew. I disregarded these mailings since I haven't had anything to do with them for over a year. Fast forward to today and I reveived a collection notice for $12.90. I have no idea why I am getting sent these and now I have a negative mark on my credit for something I didn't even want.Desired Settlement: I want the Hartford Courant to stop harrassing me for money that is not owed to them. I also want this mark on my credit reversed. I paid cash for a 1 year subscription at a local fair back in October 2013. It's been 2 years and makes no sense why this is happening now.

Business

Response:

November 23, 2015

Review: WE PAID OFF OUR BILL IN JUNE & TOLD THEM WE NO LONGER WANTED THE PAPER. We now received a bill stateing that we are in collections for 46.15. I was told that this was for papers delivered between June & Sept. Which we never received! They said that they would look into it. That was on 10/30. I called again on 11/7 to check on it seeing I had not heard anything. They said that they were still looking into it. My husband just called me & told me to look outside. There is a newspaper in our driveway. I called & screamed at Erin to get someone down here to get this paper out of my driveway!! We are sick & tired of the Aggravation they have caused.Desired Settlement: We want an Apology letter sent to all 3 Credit Bureaus & ourselves stating that this has been taken care of. I just received a call from [redacted] that he will take care of everything but he does not know how to get us and the 3 Credit Bureaus the letter we are asking for. We have NEVER been sent to collections! We want that Letter! Please Help!!!!! Thank you!

Business

Response:

November 11, 2013

Review: Received April statement to renew newspaper subscription. I returned the billing coupon to Hartford Courant with note written on it to CANCEL my subscription at the end of delivery service which was 5/30/2013. I gave it a few days figuring it would take a little while before they communicated delivery changes to the delivery person. I finally got a chance to call the Courant on 6/6 and asked why they continue to deliver papers when I had sent written request to cancel my subscription. I was told that this is handled in different dept and the only way to cancel subscription was to call or go on-line. I told the rep since I was on the phone I wanted to confirm that I wanted to CANCEL my service immediately. I have continued to receive papers!!!! I got a chance to call the customer service again this morning to let them know that this was my 3rd attempt at getting this subscription canceled. They told me that I owed $20.03 to cover deliveries from 5/31 - 6/19 as I had not officially canceled my subscription on 6/6 when I originally called. I told them to listen to their phone tapes from 6/6 between 5 - 5:30 pm and they will see that I specifically stated to cancel NOW. therefore I feel that if I owe them anything it would only be from 5/31 - 6/6 but not more. I was told my subscription would now be canceled but would get a bill for $20.03 since I got papers during that time. I explained that I did my duty by following their practice of 'calling' to cancel paper on 6/6 but they did not so why should I pay for their mistake? The amount isn't much but it is the principle and I'm tired of businesses taking advantage of consumers. (A similar matter happened to my mom a few years ago and she was in her 80's!!!)

Desired Settlement: DesiredSettlementID: Other (requires explanation)

not charge me for services beyond 6/6 which is my official cancellation notification date

Business

Response:

Business Response /* (1000, 5, 2013/06/24) */

June 21, 2013

Revdex.com Case# XXXXXXXX

HC Acct# XXXXXXXX

I am writing in response to your concern submitted to the Revdex.com regarding continuous delivery of your newspaper. Our policy, which appears on all invoices and marketing pieces, states:

This is a continuous subscription that may be cancelled at anytime. To cancel or make changes to your service or subscription, call us at XXX-XXX-XXXX local or X-XXX-XXX-XXXX outside of the Hartford area. Please do not write or send any correspondence in the reply envelope.

We apologize that your cancellation request phoned in to our customer service department was not processed. Delivery of your newspaper subscription stopped on 06/20/13 and the charges of $20.03 for have been cancelled.

If I can be of further assistance, please contact me directly at XXX-XXX-XXXX.

Sincerely,

Senior Customer Service Representative