Hartford Courant

March 04, 2015
Revdex.com Case# [redacted]
LINE-HEIGHT: normal"> 
I’m writing in response to your concern submitted to the Revdex.com, regarding our vacation-no-credit policy. .
 
This policy was implemented in December 2011 for vacation stops 28 days or less. Since that time, all customer communications contain the following verbiage: “Adjustments and service credits extend your expiration date and are reflected in your pay thru dates. Vacation stops do not extend your expiration date.”  Additionally, our Publisher’s box on page A2 of the newspaper states: “Vacation stops do not extend expiration dates.”
 You are a valued subscriber and if a customer such as your self does not agree with this policy and request a credit, we will gladly honor the request.  Our records reflect a credit in the amount of $18.41 was applied to your account for vacation stop from 02/22/15 - 02/26/15 and 03/02/15 - 03/12/15. 
 Please be assured that we appreciate your concerns regarding our vacation no credit policy. We thank you for returning our call on 02/19/15 and agree to continue the delivery service to your household.
 
Sincerely,
[redacted]
Senior Customer Service Representative

March 27, 2014
Revdex.com Case #[redacted]
Regional manager [redacted] was contacted regarding this matter and he spoke to the subscriber regarding her delivery concerns on Wednesday, 3/26/14. He then contacted the distributor for resolution. The...

distributor noted that the contractor is fairly new. He assured us that he will speak to her to ensure that future deliveries are made promptly. He also stated that she will be instructed to no longer walk on the subscriber's lawn.
We hope you find this resolution satisfactory.
Sincerely,
[redacted], Customer Service Representative

September 14, 2016
Revdex.com Case# [redacted] Thank you for contacting the Hartford Courant in regards to your Thursday-Sunday weekly subscription. Here at the Hartford Courant it is our intention to deliver the best possible service to all of our...

subscribers and we do apologize for any inconvenience you might have experienced due to delivery issues.
We have been informed by Operations Manager [redacted] that he has made direct contact with our local distribution representative in regards to the delivery issues that you were experiencing at your residence. Furthermore, [redacted]a has made contact with your household and left messages with his contact information.
We appreciate the opportunity to continue servicing your account and hope that the above-mentioned actions meet with your satisfaction. Should you have any future questions or concerns in regards to your subscription, please feel free to contact our Customer Service Department at [redacted] Sincerely,
[redacted]
Circulation Department

July 27, 2016
Revdex.com ID# [redacted] Thank you for contacting the Hartford Courant in regards to receiving the free Courant Community newspaper at your residence. We wish to apologize for any inconvenience that you might have experienced as a...

recipient of this free community paper.
From reviewing the information that you provided, and after researching this matter, we wish to apologize that your requests to stop delivery of the Courant Community newspaper to your residence were not properly noted in our delivery system. We sincerely apologize for any inconvenience this may have caused you. Further, we have been informed by our local distributor that they have been directly in contact with you and have provided their telephone number should you need further assistance in regards to this matter.
Here at the Hartford Courant it is our intent to deliver the best possible service to all residents and we hope that the above noted actions meet with your approval.
Sincerely,
[redacted] Circulation Department

October 30, 2015
face="Calibri">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 regional manager Jorge M[redacted], who has contacted you.  Also, delivery concerns have been addressed with the local distributor for an immediate resolution.
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 weekly.  If you have any additional questions, please contact our Customer Service Department at ###-###-####.
Sincerely,
Carmen T[redacted]
Senior Customer Service Representative

May 25, 2016
Revdex.com Case# [redacted] Please accept our sincerest apology for the inconvenience you have experienced due to a result of newspaper delivery issues. We have been informed by Operational Manager Jorge M[redacted] that he has spoken to you...

about this matter and has addressed the delivery issues with the distributor for an immediate resolution. Mr. M[redacted] has further stated that delivery to your address will be checked to ensure proper and timely delivery of your Thursday through Sunday newspaper subscription.
We wish to thank you for bringing this matter to our attention and for providing us with another opportunity to service your "Hartford Courant" subscription. Should you have any additional questions or concerns, please feel free to contact our Customer Service Department at ###-###-####.
Sincerely,
Valerie C[redacted] Circulation Department

August 24, 2016
Revdex.com ID# [redacted] Thank you for contacting the Hartford Courant in regards to receiving mistakenly delivered newspapers that you mentioned in your statement to the Revdex.com. We wish to sincerely apologize for any...

inconvenience that this matter might have caused you.
We have been informed by Operations Manager [redacted] that our local distribution representative has confirmed that all newspaper deliveries have been stopped to your home address and that, additionally, [redacted]as provided you with her contact information.
Here at the Hartford Courant it is our intention to provide the best possible service to all residents and we hope that the above noted actions meet with your satisfaction.
Sincerely,
[redacted] Circulation Department

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

5 phone calls later to the Philippines customer service dept. and still can't get a paper delivered correctly at a place of business. Contacted the Hartford office today to only be switched to the Philippines , once again...

Requesting a paper your paying for, not randomly be thrown around a business parking lot , which is being run over by work trucks and delivered to the side cement stoop/stairs should not take all this much effort.

Would love for this to be finally addressed and not sent to the Philippines for useless assistance.

Thank you for your time and hopefully your cooperation.

Review: When I received a bill for my 13 week subscription at $53.95 I called to see if I could lock my present price of $39.00 for my subscription for my future billings. I was told if I went ez-pay I could have my subscription for $39.00 for 13 weeks for one year. I received a paper note stating $53.95 was going to debited to my account on 4/25/15. I immediately called and was told that my debit would be $39.00 to my account. I opened my bank account today to find out that $53.95 came out of my account. I called and spoke with a person who said it was going to take 5 days to have a refund of $14.95 put back into my account. If it can come out in one day they can credit my account in one day. I asked to speak with a manager and was transferred to the Philippines who kept apologizing for the mistake that I have had to call on three times. This is not good enough.Desired Settlement: I would like my subscription free for at least 6 months for all of this aggravation that I have had to deal with which still has not been resolved.

Business

Response:

May 11, 2015

Revdex.com Case #[redacted]

Review: Your generic categories above do not quite cover this situation. Unfair billing/refund policy would be a good description. Today I called the Courant to have my newspaper stopped during one of my frequent vacations, this time for 6 days. At the end of the call I asked if my expiration date would be extended. The rep said the Courant no longer extends the expiration date for stoppages of less than 28 days. I was incredulous! I asked, "So this means that I'll be paying for newspapers that I'm not receiving?" and she replied, "Yes." I told her "Not for long because I'm cancelling my newspaper subscription and contacting the Revdex.com." How can they possibly get away with this? I am also convinced that if I had made no mention of the refund, she would not have not have told me about this new policy. How many people are thinking that they're getting an account credit for suspended deliveries but are not receiving it? Please investigate this completely unfair practice.Desired Settlement: I would like to continue getting newspaper delivery to my door but I refuse to pay for newspapers that I'm not receiving.

Business

Response:

March 04, 2015

Revdex.com Case# [redacted]

I’m writing in response to your concern submitted to the Revdex.com, regarding our vacation-no-credit policy. .

This policy was implemented in December 2011 for vacation stops 28 days or less. Since that time, all customer communications contain the following verbiage: “Adjustments and service credits extend your expiration date and are reflected in your pay thru dates. Vacation stops do not extend your expiration date.” Additionally, our Publisher’s box on page A2 of the newspaper states: “Vacation stops do not extend expiration dates.”

You are a valued subscriber and if a customer such as your self does not agree with this policy and request a credit, we will gladly honor the request. Our records reflect a credit in the amount of $18.41 was applied to your account for vacation stop from 02/22/15 - 02/26/15 and 03/02/15 - 03/12/15.

Please be assured that we appreciate your concerns regarding our vacation no credit policy. We thank you for returning our call on 02/19/15 and agree to continue the delivery service to your household.

Sincerely,

Senior Customer Service Representative

Review: I've been a longtime subscriber to the Hartford Courant, and been having it delivered every day to the same address for over 40 years. The morning delivery service has never been worse, and has me on the verge of cancelling my subscription. Just this month alone, the paper was not delivered on Jan 3, Jan 18, and Jan 19 (today). I've just started recording the dates in which the paper hasn't been delivered, but it has been going on a lot longer than this month. What really exacerbates the problem with the Hartford Courant is that nobody in their customer service department seems to care as evident by back to back days of not receiving the paper. In addition, since first calling the Hartford Courant about not receiving the paper, the morning delivery has gotten much worse. It's as if whoever the Hartford Courant has delivering the paper to my house has become vindictive. For example if it rained the night before and there is one puddle of water outside, the paper will be in that puddle. As far as the paper being tossed on the front porch even though its not far from the street, that's a thing of the past. I now have to worry about the paper arriving damaged just as often as it not arriving at all (fairly often). I can live with having to search for the paper within reason, whether carelessly tossed in the bushes, down the sidewalk, etc., but when it's scattered on the ground or damaged like it has been lately that's just too much.Desired Settlement: Just please have somebody deliver the paper every morning in a timely, responsible, and professional manner like I have usually received over the last 40 plus years. Also please let me know why my house was skipped today for the 3rd time this month (and it's still only Jan. 19) with a real answer by asking somebody in the delivery chain as opposed to a generic answer that your customer service people are instructed to answer with.

Business

Response:

February 04, 2014

Revdex.com Case # [redacted]

Review: Billed for Delivery that I did not approve

Failed to end my prepaid subscription

and say that the subscription could only terminated in writing

I purchased a special subscription for a set price from an older man at the local supermarket I paid for the subscription in full

No contract was signed just a small receipt given and a small form filled out by the sales rep. During the time of the subscription the carrier failed to enclose local retailer coupons (i called and complained)and carelessly left the paper out exposed to the weather elements. When the duration of the period was complete a rep from the paper called and asked if I would like to continue and I refused to purchase or renew the service. Now a year later or recently I am receiving calls from a collection agency saying that I owe the Hartford Courant money and that in order for me to have discontinue the service it had to be in writing which was nor stipulated at point of sale I purchased for a set durationDesired Settlement: This is a scam and I would like to have this resolved

Business

Response:

Business Response /* (1000, 5, 2013/04/18) */

April 18, 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. 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.

The outstanding balance of $27.72 has been closed, and your account has been removed from all collection activity. Please be assured that your good credit rating has in no way been affected.

If you have any additional questions, please feel free to contact me at XXX-XXX-XXXX or by email at [redacted]@courant.com.



Sincerely,

Senior Customer Service Representative

The Hartford Courant

I am writing here to complain about a far ongoing delivery issue with the Courant - you make it very difficult to respond; and phone calls are fielded overseas; and they disallow any communication with local personnel. I would put my home delivery paper man as #1 in Guinness Book of Records for worse delivery men on the planet. We have not received our paper so frequently that we stopped even complaining - papers arrive between 3:45 and 9:15 (or never) Sunday paper you are lucky you have the correct inclusions and not omissions or doubles - I have not received the crossword section a number of times - papers are all over the road - in the bushes etc. it is just an awful experience; and you are nonresponsive - I realize this is in the country and delivery men are tough to find, but this hurts your business - the local store even stopped carrying both your papers because you are not reliable nor consistent. There has not been a week when your man has gone 7 for 7.

Review: On 10.26.14 I paid for a one year subscription to the Hartford Courant for Thursday through Sunday papers. I was told my subscription would run through 11.5.15. I received a bill in September which I thought was sent too soon in error. It was explained that due to premium issues, the billing length had been shortened. While the previous bill mentioned this, it did not give specifics for how much shorter the billing period would be. The Courant is also saying that in September my weekly rate of $1.55 went up to $2.35. They are saying I owe them $17.70. I am concerned that when I paid in full for one year I was not told what the shortened length of my cycle would be or that it would shortened by nearly 2 full months and that in the interim my rate could go up. I have since cancelled my subscription.

Business

Response:

November 16, 2015

Review: BEEN A CUSTOMER WITH THIS CARRIER FOR APPROX 8 YEARS..NUMEROUS COMPLAINTS REGARDING MISLEADING INFORMATION FROM THE CUSTOMER SERVICE DEPARTMENT REGARDING THE DELIVERY OF MY PAPER.. NUMEROUS COMPLAINTS REGARDING THE FAILURE TO DELIVER GOODS AS PROMISED... OFTEN PAPER WAS NOT DELIVERED, AND NUMEROUS DAYS PAPER WAS DELIVERED NOT IN COMPLIANCE WITH ORAL AGREEMENTS.... WHEN GOODS WERE NOT DELIVERED...COMPANY DID NOT REIMBURSEMENT ME .....I WOULD LIKE TO BE REIMBURSED IN CASH OR EXTENDED FREE SUBSCRIPTIONS FOR THEIR FAILURE TO DELIVER GOODS AS PROMISED.Desired Settlement: I WOULD LIKE TO BE REIMBURSED IN CASH FOR ALL MISSED DELIVERIES, WHICH SHOULD BE RECORDED --ON FILE--AT THEIR CUSTOMER SERVICE DEPARTMENT, OR EXTENDED FREE SUBSCRIPTIONS.

Business

Response:

October 12, 2015

Review: On November 11th I sent a $13.00 check to the Hartford Courant to have a Sunday paper delivered for 13 weeks. This was a special the paper had going on. The first problem is they lost the check. They finally cashed the check on Dec 18th, 2013. My first paper was delivered on January 5th 2014. Every sinceI got that one paper I have had problems. I have not gotten a paper since. No, I did get one, more two days later on Jan. 21st. They will not deliver my paper. I haved called a number in the Phillipines at least 15 times, the number I call is [redacted]. Every sunday I have to call. All I get is the run around. They will fix the problem, the paper will be delivered for sure next week,the problem is all fixed or it will come by 11:30 a.m. Still no paper. I am so irritated, I do not know what else to do. No matter what I say they will not deliver it. They deliver the paper to my neighbor across the street, but they will not bring me mine. I want my $13.00 back. They took the money but I have no product. I even talked to a supervisor in the Phillipines who promised she will fix the problem immediately, but it is not fixed. Please, please HELP I did not get one this morning, it was promised by 11:30, but no I didn't get it and the office in the Phillipines closes at 11:30.They told me I cannot call the Hartford courant here in Hartford.Desired Settlement: Return my $13.00 payment for 13 weeks of the Hartford courant which I am not receiving..Thank you

Business

Response:

January 29, 2014

Revdex.com Case #[redacted]

Clearly we have failed to deliver quality service to this subscriber, and for that we are truly sorry.

The account has been stopped and a refund in the amount of $13.00 has been issued. Please note that refunds can take up to two weeks for processing.

We hope you find this resolution satisfactory.

Sincerely,

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.

The Revdex.com is absolutely wonderful, thank you so much for your help.

The Sunday Hartford Courant is the very worst paper in CT let alone the Nation. I buy (or as of today bought) the Sunday Courant at the pharmacy or grocery store. It is missing parts - especially coupons and store circulars. They should be ashamed of themselves and I will complain EVERY week if necessary until this rip off is corrected. I don't subscribe because I am on a fixed income and can't commit to paying for it in advance! YOU should be ashamed of yourselves - the price of the paper goes up on a more then regular basis but the quality goes down even more. YOUR DISGUST ME!!

Review: The Hartford Courant delived several papers after I had cancelled the paper. They then sent me a bill for $31.00. I made several phone calls to clear up this matter. Each person I talked to said they took care of it. I then received a bill from a collection agency. I made 6 phone calls to the Courant requesting that this get taken care of, and requesting proof in writing that my account was at zero and the collection agency had removed me from there list. I spoke to [redacted] and [redacted]. All said it was taken care of but non willing to send me proof.

They are affecting my credit score when I never owed them money.Desired Settlement: I want my account credited $31.00. I want it in writing that this was done. I also want in writing that the collection agency was contacted and I no longer owe this money. If this has affected my credit score, they will have bigger problems

Business

Response:

June 8, 2015

Review: I began a "weekend only" subscription with the Hartford Courant in early 2008. I continued to receive the papers through December 2008. Deliveries suddenly stopped in January 2009 and since I was not interested in continuing with the subscription I made no effort to resume service. This past December 2013 I received a postcard stating my automatic subscription renewal was about to be charged to my credit card. I was not aware I was on an automatic renewal service and had never received a notification by mail or phone prior to this one. I immediately call the Courant customer service at [redacted] to advise them I had not received a paper in 5 years and did not want my credit card charged and wanted a refund for prior years where no service was provided. I have made a total of 5 calls to the Courant, each time told that they will refer the issue to "distribution" and someone will get back to me within 48 hrs. My calls began in early December 2013 and have continued through February 2014 - the last call was handled by a supervisor named [redacted] (I was told). [redacted] told me someone would get back to me in 48 hrs and it has now been almost 2 weeks. Total charges to my credit card for the years 2009-2013 total $702.00 supported by my credit card statements. I would simply like these funds returned to me for a service never provided.Desired Settlement: Refund the money charged to my credit card for the years 2009 - 2013 for a subscription that was never delivered.

Business

Response:

March 03, 2014

Revdex.com Case [redacted]