Houston Chronicle

[A default letter...

is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 I appreciate the Chronicles response.  I actually did receive my Sunday newspaper after I responded that I had not received it, which was about 09:00 a.m.  I don't want to seem petty but I have always received my newspaper early enough that when I get up and have my coffee it is there for me to read.  By 09:00 a.m. I have already moved on to the rest of my day. I realize there is no set time for the paper to be delivered, but it is customary that it is delivered early.   As far as your response above, I appreciate that.  I will monitor the delivery for the next 10 days, as I have been told before that this problem is resolved but have not seen it continue on a consistent basis.  This makes me hesitate to say it is resolved without allowing enough time to be sure the delivery of my papers continue.  I would also like to have a contact name and number so in the future if I have trouble I can contact this individual from the Chronicle and get a response.  I'd rather not have to resort to contacting the Revdex.com for resolution.I would appreciate it if I could get the date my subscription ends.Thank you

Good Morning [redacted]We have reviewed the account and have adjusted the account to honor your annual renewal paid to 2/19/2017.  The account has been opted out of the premium editions moving forward.  We apologize for any inconvenience.  Let us know if there is anything else we can...

assist you with.Thank you!Deirdre B[redacted]Circulation Support

*** * *** ***My apologies for the billing issues. I have removed the balance due of $55.25, you are correct and yes you did pay for 1 year of service for the Sunday only subscription.  I have also credited you for the premium issues which extended your subscription out for the entire...

year.  I would like to speak with you personally about this issue.  My direct number is ***Sincerely,*** ***

Mr. Bondzio,I attempted to call you direct but got your voicemail.  I apologize for your experience with customer service.  There is a credit balance of $4.94, we are processing a refund check to go out on Friday, 3/17/17.  You and I spoke on 9/16/2016 where billing was...

fully explained to you, we discussed rate changes, applicable fees, which is also outlined on the back of your bill notice. Also at that time you were opted out of all premium editions and the Texas Sports Magazine, with credit adjustments applied to honored your annual renewal paid to 12/25/2016. If you received any of the inserts after that, you were not charged.  Please notes that premiums are a part of all subscription types moving forward.  There will be 2 chargeable premiums, Thanksgiving and Christmas.  Your rate was kept at the low rate of $2.00 per week, however in January The Chronicle notified subscribers of rate changes.  All EZpay customers received letters to inform them of the increase, while all Mail customers were notified with their 8 weeks invoice notice.  Your current rate is $4.00 per week.  Check refunds take a little longer to receive, please allow 2-4 weeks.Thank you,Deirdre [redacted]Houston ChronicleCustomer Care Representative

[redacted]My apologies for the billing issue.  I have credited your account for the premium issue charges and opted you out of those charges going forward.  I will send you a confirmation email of the credit and my contact information.Sincerely,Angie H[redacted]

[redacted]
 I attempted to call you but got no answer, I left you a message that I have notified the district managers to see that you receive redelivery of a complete paper today.  We are crediting the account for missed deliveries.  ThanksDeirdre B[redacted]Houston Chronicle Support...

Team,

As we spoke today, we have escalated the delivery issues you have encountered to the field. We understand they have also been in contact with you today as well. We sincerely apologize for the hardships you have endured and we have placed a 2 week credit on your account to show our apology and...

appreciation for your patronage. Please contact me directly should you encounter any future issues or have questions.
 
Thank you,
 
Dennis [redacted]/ Customer Service Director
713 362 6347 / dennis.[redacted]@chron.com

Mr. [redacted],The promotion you are on is for a renewal after the 3 months you agreed to. The special rate you are on is for the promotional period only.  If you would like to renew I can offer a similar rate if you would like, the cost would be $1.00 week for the Wednesday & Sunday. I did...

adjust your renewal date to 12/13/16 which you agreed to back in September. If you would like to renew your subscription please call our customer service department or you can contact me at [email protected],Angie Honerkamp

[redacted]My apologies you had to submit a Revdex.com complaint just to get your refund.  I have processed your refund for $12.00, that will go back on your [redacted]  Your account is closed per your request.  If I can be of any assistance going forward please contact me directly...

at [redacted]Sincerely,Angie H[redacted]

Mr. [redacted]After reviewing your account I have credited you for previous premium issues & bill fees, opted out for future premium issues.  Also reduced your rate to $7.55 week. My contact info is as follows [email protected],Angie [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:On August 11, 2016, I filed a complaint (ID [redacted]) against the Houston Chronicle Publishing company. In that complaint I described how after cancelling my subscription to the Houston Chronicle, I still continued receiving the paper although I have called numerous times (7 times to be precise) asking to please stop delivery of the paper. On August 11, 2016 I received a reply from the Houston Chronicle from Ms Deirdre [redacted] with the Houston Chronicle Support Team, apologizing for what she described as a “system error” and offering a refund of $20 effective 8/15/16. I accepted Ms. [redacted]’s response. I am truly appreciative of Ms [redacted]’s effort, unfortunately, the delivery of the newspaper has not stopped. In fact, it has increased to a daily delivery (in the past was only on Sundays), and the refund has not been processed.TranslateDesired Resolution / OutcomeDesired Resolution:Contact by the businessselectDesired Outcome:I would like for the delivery of the paper to stop completely, and for the refund of my $20 subscription. I can't get any resolution from customer support. I would like to speak with someone in Huston that can actually stop delivery of the paper. Thank you.

[redacted] had emailed our field distribution team to correct delivery service, applied credit for missed services.  A back balance was cleared from a previous account.  I followed up with [redacted] this morning to verify delivery and [redacted] stated delivery issues have been consistent for...

two weeks now.

[redacted]I will contact and email you today detailed information regarding your account. Sincerely,Angie H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
I appreciate the refund. When I checked the mail this morning, I had 2 separate checks. One dated 8/13 and one dated 8/14. (See attached photo.) I deposited the one dated 8/14 into my bank and would like to ask what you would like me to do with the other check, as well as, the $12 check I received last week? Thank you again. -[redacted]

Mr. [redacted],Sorry I was not able to speak with you when I called. I have some questions in regards to the delivery address. Please call/email at 713.362.3305 or [email protected],Angie Honerkamp

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
The Chronicle did not deliver a paper today, but instead of refunding the balance on my account, the Chronicle applied a new charges to my card.02/27/2015

[redacted]
Processing
$2.50
 











[redacted]

[redacted]



Regards,

11/4 response to complainant:
 
Date Sent: 11/4/2014 10:41:31 AM
[redacted]
After reviewing your account the last payment we received was in the form of a check.  At one time you must have paid by credit card which is how I  have credit card information (only the last 4 digits).  In order to expedite your refund I can process with a credit card which only takes 48 hours to receive or if I process in the form of a check it will take approximately 2-3 weeks to receive.  please call or email at your earliest convenience on how you want me to process this request.  I did leave you a message as well, contact number is [redacted]
 
He provided us a correct credit card to release his refund to and that has been processed.